Masters Theses

Date of Award

8-1991

Degree Type

Thesis

Degree Name

Master of Science

Major

Food Science

Major Professor

Jeannie Sneed

Committee Members

Jean Skinner, Paula Zemel

Abstract

The purpose of this research study was to determine cross-cultural training practices and needs in the lodging industry in the United States. A four-part questionnaire was developed and mailed to 213 personnel/human resource directors of the largest hotel/motel companies in the 1989 Directory of Hotel and Motel Systems. Part I included questions developed to determine cross-cultural training practices currently used by hotel companies. Part II consisted of questions related to job requirements for employees; the first part determined if speaking ability in languages other than English was desirable and the second part determined the importance of seven foreign languages for employees. Part III included 21 attitude statements related to the diversity of the work force. Part IV included ten demographic items related to the percent of work force in specific ethnic groups; gender, age, education level, and years of employment of the personnel/ human resources director; size of company; and whether the company operates domestically, internationally, or both.

Forty-one (19%) of the sample responded. The majority of the work force was U.S.-born (67.0% ± 22.8); the remainder was foreign-born (30.2% ± 20.7). Most of the respondents' companies did not provide cross-cultural training for their managers, supervisors, or non-supervisory employees. Most of the participants stated that speaking ability in a foreign language was an advantage for obtaining employment in their company, particularly at the supervisory level. Spanish was the foreign language rated as most important for employees. When asked to rate several courses related to multi-cultural management, personnel directors rated personnel management most important for managers.

Item-total reliability statistics for the diversity of work force attitude scale showed two items to be negatively related to the scale; these items were omitted. Cronbach's alpha for the remaining 19 items in the scale was 0.81. The item with the strongest agreement regarding diversity of work force was "the labor pool is becoming more culturally diverse." The item with least agreement was "U.S.-born employees are more efficient than foreign-born employees."

There was a positive relationship between attitudes toward diversity and CCT practices (r=0.32, p=0.048). There was no significant relationship between international ownership/operation, employee ethnic diversity, and international guests and attitudes toward diversity. And, there was no significant relationship between international ownership/operation, employee ethnic diversity, and international guests and CCT practices. Multiple linear regression analysis showed no significant difference in attitudes toward cross-cultural training due to demographic characteristics of the respondents. Additionally, there was no significant difference in attitudes toward diversity of work force based on location of operation.

Student T-test comparisons of respondents' perceptions of ability and performance for foreign-born and U.S.-born employees showed differences. For the characteristic motivation, foreign-born employees were rated higher than U.S. employees. For the characteristics ability to solve problems, English iv language, and potential for conflict, U.S. employees were rated as more adequate than foreign-born employees.

The study showed that the majority of hotel/motel companies do not provide cross-cultural training for their employees. But, contrary to this finding, the study showed ethnic diversity among employee and guests and a need for employees to speak a foreign language so they can interact more effectively with other employees and international visitors. The results of this study will be sensitize managers to the need to identify the diversity of their employees and guests and will provide guidance to educators for developing curricula for hotel and restaurant administration programs.

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