Advisers

Dana Rae B. Boatis, LPT

Discipline

Hospitality Management

Abstract

Multilingualism plays a crucial role in customer service delivery within multinational restaurant settings, where employees regularly interact with guests from diverse linguistic backgrounds. This study aimed to examine the communication challenges associated with multilingual interactions and their implications for customer service performance in a multinational restaurant. A quantitative research design was employed using a structured survey questionnaire administered to 20 restaurant employees occupying various service-related positions. The instrument measured respondents’ demographic profiles, language use, perceived communication challenges, and customer service effectiveness during multilingual interactions. Descriptive statistical tools, including frequency counts and percentages, were used to analyze the collected data. The findings revealed that while multilingualism enhances service accessibility and customer satisfaction, employees commonly experience challenges such as language barriers, misinterpretation of customer requests, difficulty managing simultaneous interactions in different languages, and increased cognitive workload. The results also indicated that employees who frequently use multiple languages reported higher communication strain, particularly during peak service hours. Despite these challenges, multilingual abilities were perceived as an advantage in improving rapport with international guests and facilitating smoother service delivery. The study concluded that multilingualism is both a valuable asset and a source of communication difficulty in multinational restaurant environments. Effective language support mechanisms, such as targeted language training and clear service protocols, are essential to minimize communication breakdowns and enhance overall service quality. The findings provide practical insights for restaurant managers in developing strategies to support multilingual employees and improve customer service outcomes in culturally diverse dining settings.

Keywords

multilingualism, customer service performance, communication challenges, multinational restaurant, language barriers