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Managing Intercultural Relationship for Hospitality Industry: A study project by HAI
02 July 2001 

The globalization has truly ushered in an era of international exchange and free flow of citizens from various cultures to the developing countries. The hotel industry being at the point of primary contacts hosting foreign travelers, has to face the challenges to provide better customer experience and personalised services consistently. It is, therefore, essential to study intercultural and cross cultural relationships and behavioural pattern of foreign guests that might assist the management on aligning knowledge about the customers and go a long way in ensuring personalisation of services. 

With the objectives to exchange information and experience in the field of intercultural management and to work out approach to handling efficiently the future strategies in management of hotels to provide better experience to foreign guests, HAI in collaboration with Delhi School of Business has taken up a study project “Managing Intercultural Relationship for Hospitality Industry” The Project report will be based on study sample survey at the selected tourist locations covering Hotels (2, 3 & 4 Stars), Customers and Regulators (Agents and Tour Operators). The methodology will include a month-long research study of sample profile at the selected hotels/locations by a team of experts from Delhi School of Business, computing and compiling data etc.

Basic study will be completed by the end of September 2001 and the findings of the survey along with the study report shall be delivered in a conference to be organized by HAI in March 2002.

The Survey Team will forward a Questionnaire to member-hotels to provide data on customer profile indicating the followings:

Country of origin : 
Nationality :
Sex & Age  :
Length of stay  :                    
Percentage of foreign 
guests vis-à-vis the Domestic. : 

The Convenors of HAI City/Regional Chapter will to act as Facilitator to the Survey Team and help organize half-day brain storming session with the Research team. (Date, Time Schedule etc. shall be finalized with advance notice). 

With the increasing number of hotel projects all over, competition is growing in the hospitality industry in India. Particularly in the mid-market segment when the products, service facilities and service quality are within the standard framework. We are hopeful that, the study project will help the hospitality industry develop an insight with a scientific base to achieve better customer knowledge in managing intercultural relationship with the foreign guests at all level of employee contacts in hotel operations. Success of the project however, will much depend on your active cooperation and support.

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