Advisers

Dana France H. Ignacio, PhD

Discipline

Tourism & hospitality

Abstract

This study assessed the communication strategies used by local staff when interacting with foreign guests at Astoria Plaza Hotel and identified related challenges. It examined clarity, information accuracy, staff confidence, and tone of voice and tested for differences according to age, gender, position, and length of service. The study also sought to develop a communication guide to improve staff–guest interactions. The study used a descriptive quantitative research design. Fifty (50) local staff members from the housekeeping, food and beverage, and front-desk departments of Astoria Plaza Hotel Pasig were selected through purposive sampling. Data were collected using a researcher-developed survey questionnaire and analyzed using frequency, percentage, weighted mean, and tests of significant differences. Respondents generally rated communication strategies as highly implemented, particularly in terms of clarity, information accuracy, staff confidence, and tone of voice. Language barriers, cultural differences, and limited vocabulary remained common challenges. Some communication-strategy assessments differed significantly across certain respondent characteristics. The study concluded that local staff demonstrated effective communication practices but required continuous training and structured support to strengthen communication with foreign guests. A communication guide was proposed to improve staff competence, service quality, and staff–guest interactions at Astoria Plaza Hotel.

Keywords

service quality, language barriers, communication strategies, foreign guests, hotel staff