1.1 Introduction
Language is a system of communication that allows individuals to convey ideas, share information, and interact effectively within a society (Crystal, 2010). Foreign language education involves the formal study of languages that are not native to an individual, aimed at developing proficiency in listening, speaking, reading, and writing (Richards & Rodgers, 2014). Among foreign languages, French is one of the most widely spoken globally, serving as an official language in over 29 countries and a key medium in international diplomacy, business, and tourism (UNESCO, 2020).
In the context of the hotel and hospitality industry, effective communication with guests is fundamental to service excellence. Hotels host a diverse clientele, including international tourists from French-speaking countries, such as France, Belgium, and parts of West Africa. Staff proficiency in French enhances guest relations, ensures accurate service delivery, and fosters customer satisfaction (Ojo, 2019).
As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are significance of the study, scope of work, research hypothesis and questions, limitation of the study and definition of terms.
1.2 Background of Study
The integration of foreign language education into the hospitality industry is not a recent phenomenon, as the global tourism sector has long recognized the importance of communication in enhancing guest experiences. French, in particular, has played a significant role due to its status as a major international language spoken across Europe, Africa, and other regions (Crystal, 2010). Historically, the ability to communicate in French has been linked to higher levels of guest satisfaction in hotels and tourism establishments worldwide.
Language proficiency is a critical factor in the global hospitality industry, where effective communication enhances guest satisfaction, operational efficiency, and international business competitiveness. According to Crystal (2010), language serves not only as a medium for communication but also as a tool for building relationships and understanding across cultures. In the hospitality sector, foreign language skills, particularly in widely spoken languages like French, are essential for interacting with international guests and ensuring service excellence.
Ojo (2019) reported that hotels with staff proficient in foreign languages, especially French, experience higher levels of customer satisfaction and loyalty among Francophone tourists. Similarly, Adeyemi (2020) asserted that the lack of French language education among hospitality personnel in Nigeria limits the sector's ability to attract and retain international clientele. Nwankwo (2021) stated that language barriers often result in miscommunication, operational inefficiencies, and a decline in service quality, which negatively affect a hotel's reputation and profitability.
Several scholars have highlighted the strategic importance of foreign language education in hospitality management. Richards and Rodgers (2014) affirmed that structured language training enhances employee confidence, communication skills, and professional competence. Likewise, UNESCO (2020) contended that multilingual proficiency, particularly in global languages such as French, is a significant factor in boosting tourism, international collaborations, and cross-cultural understanding.
In Nigeria, Eko Hotels and Suites represents a microcosm of the broader hospitality industry, accommodating both local and international guests. The hotel's ability to deliver exceptional service is influenced by the linguistic skills of its staff, with French proficiency emerging as a vital requirement due to the growing number of Francophone tourists visiting Nigeria. The integration of French language education into staff development programs is therefore necessary to enhance service quality, improve guest experiences, and strengthen the country's competitive position in the global tourism market. This study is set against the backdrop of the need to examine how French language education contributes to operational effectiveness, customer satisfaction, and overall growth within Nigeria's hotel and hospitality industry, using Eko Hotels and Suites as a case study.
1.3 Statement of Problems
Investigation revealed that the importance of foreign language education in global business is widely recognized, with French being one of the most influential languages in the hospitality and tourism sector. In Nigeria, the hotel and hospitality industry is experiencing significant growth due to increased international travel and tourism. However, the lack of proficiency in French among hospitality professionals is a recurring challenge (Adeyemi, 2020). On the other hand, studies indicate that hotels with staff proficient in French demonstrate higher customer satisfaction levels, particularly among international tourists from Francophone countries (Ojo, 2019).
Furthermore, the lack of French language proficiency affects internal operations such as guest relations, marketing, and collaboration with French-speaking suppliers or partners. Staff often rely on translation tools or limited conversational skills, which may result in miscommunication, errors, or a substandard guest experience (Nwankwo, 2021). It is against this backdrop that this study seeks to examine the importance of French language education to Nigeria's hotel and hospitality industry.
1.4 Aim and Objectives of Study
The aim of this study is to examine the importance of French language education in enhancing service delivery and guest satisfaction at Eko Hotels and Suites, Lagos State. In achieving this aim, the following specific objectives were laid out as follows:
- To assess the level of French language proficiency among staff at Eko Hotels and Suites.
- To determine the impact of French language skills on guest satisfaction and service quality.
- To identify challenges in implementing French language training in the hospitality sector.
- To propose practical recommendations for integrating French language education into staff development programs.
1.5 Research Questions
The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:
- What is the current level of French language proficiency among staff at Eko Hotels and Suites?
- How does French language proficiency influence guest satisfaction and overall service quality?
- What are the challenges in implementing French language training within Nigerian hotels?
- What strategies can be adopted to enhance French language education for staff in the hospitality industry?
1.6 Research Hypothesis
In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.
Hypothesis One
- H0: There is no significant relationship between French language education and service quality in Nigeria's hotel and hospitality industry.
- H1: There is a significant relationship between French language education and service quality in Nigeria's hotel and hospitality industry.
Hypothesis Two
- H0: French language education does not significantly improves service quality and guest satisfaction in Nigeria's hotel and hospitality industry.
- H1: French language education significantly improves service quality and guest satisfaction in Nigeria's hotel and hospitality industry.
1.7 Significance of Study
The outcome of this research will guide hotel management, particularly at Eko Hotels and Suites, in designing effective language training programs. It will also help hotel management, particularly at Eko Hotels and Suites, understand the importance of equipping staff with French language skills to effectively communicate with Francophone guests and improve overall customer satisfaction.
Furthermore, international and local guests will benefit from improved service quality resulting from enhanced staff communication skills. In addition, this study will contribute to the enhancement of Nigeria's reputation as a tourist-friendly destination, capable of attracting and accommodating diverse global clientele.
Lastly, researchers and academicians will find a foundation for further studies on multilingualism and professional development in the Nigerian hospitality industry.
1.8 Scope of Study
The scope of the research is focused on Eko Hotels and Suites, Lagos State, Nigeria, examining the role and impact of French language education within its hospitality operations. The research covers staff language proficiency, guest interactions, training programs, and service delivery, specifically in relation to communication with Francophone guests and international clientele.
1.9 Limitations of the Study
During the course of this study, there were some problems encountered which stood as limitations to the research work. Some of the limitations include:
- Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
- Financial Constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
- Initial Cooperation Delay from Respondents: A particular limitation of this work came as a result of the respondent refusal to offer their cooperation at the initial time they were contacted. This contributed in making the success of this research study difficult.
1.10 Definition of Terms
French Language Education: The formal or informal training in French language skills, including speaking, reading, listening, and writing, aimed at improving professional communication (Crystal, 2010).
Hospitality Industry: A sector that provides services related to lodging, food, beverages, and tourism, focusing on guest satisfaction and service excellence (Ojo, 2019).
Staff Proficiency: The level of competence a hotel employee possesses in effectively using a foreign language, particularly French, to interact with guests (Adeyemi, 2020).
Guest Satisfaction: The degree to which hotel guests' expectations and needs are met through service delivery, including communication and overall experience (Nwankwo, 2021).
Operational Efficiency: The ability of a hotel to deliver services effectively and promptly, ensuring smooth internal processes and optimal guest experiences (Richards & Rodgers, 2014).
Multilingual Competence: The capability to communicate effectively in more than one language, enhancing cross-cultural interactions and service delivery in the hospitality context (UNESCO, 2020).
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