Understanding intercultural communication competence in tourism and hospitality education

Abstract

As hospitality and tourism businesses continue to operate in an internationally diverse environment, competencies in intercultural communication become a critical issue of the industry’s success. This paper examines the intercultural communication competence among tourism and hospitality students in Macau and further explores the moderating role of satisfaction using a quantitative approach. Results show that learning and celebrating cultural differences while recognizing students’ ethnic, cultural, racial identity, and cultural biases (i.e., cultural diversity awareness) played a significant role in student’s competencies. These were evident in how students enjoyed interactions with different cultures, their ability to be culturally observant and responsive (i.e., sensitivity), and their satisfaction with the chosen discipline. The findings highlight the profound role of cross-cultural sensitivity in stimulating respectful and relaxing cultural interactions. We argue that the tourism and hospitality discipline is a significant context to cultivate leaders of diversity to champion diversity, equity, and inclusion within the workplace. We contribute to facilitating discussion on education for sustainable development and global citizenship that appreciates cultural diversity enshrined in SDG 4.7.

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