The impact of intercultural communication competence of reception staff on the quality of services provided in the hospitality industry

This bachelor’s thesis focuses on the impact of intercultural communication competence of reception staff on the quality of services provided in the hospitality industry. The main objective of the thesis is to determine the level of this competence among employees of international hotels operating in the Prague and to evaluate how this competence affects day‑to‑day operations, team cooperation and the overall quality of services rendered to guests from diverse cultural backgrounds. A subsidiary objective is to ascertain whether employees perceive a need for further professional development in this area. The theoretical part of the thesis presents key definitions and models of intercultural communication competence, with an emphasis on their application in the hospitality sector. Subsequently, empirical research was carried out in the form of semi-structured interviews with receptionists from selected hotel establishments. The findings indicate that intercultural competence contributes to successful guest interactions and supports professional team collaboration, particularly in culturally diverse environments. However, the significance of this competence varies depending on the composition of the clientele, the experience of the employees, and the approach of hotel management to intercultural training. The conclusions of the thesis highlight the importance of targeted development of these skills, especially in contexts where the goal is to provide exceptional, personalized services. At the same time, most employees express satisfaction with their current level of knowledge and do not consider further education in this area to be necessary.