The Role of Politeness Strategies in Enhancing Guest Satisfaction in the Hospitality Industry

Abstract

Language plays a significant role in hospitality. Different politeness strategies are used to welcome the guests. This study tried to identify the most common politeness strategies used by hotel staff in interactions with guests and to analyze the effectiveness of these strategies in different hospitality scenarios. To conduct this qualitative research study, five already published academic papers were selected by using purposive sampling methods from the Google Scholar to collect data. Semi-structured interviews were used as data collection tools and the interviews of four guests were conducted. The researcher found twelve positive politeness strategies that are used, and the guests gave good feedback. This research study concludes that guests place significant value on the politeness and professionalism exhibited by hotel staff. This study recommends the hotels that they should prioritize comprehensive training programs aimed at equipping staff with the necessary skills and knowledge to employ politeness strategies effectively in their interactions with guests.