Relationship between Cultural Intelligence of Hotel Employees and Guest Satisfaction: A Cross-Cultural Study in Kenya

Abstract

Purpose: The aim of the study was to assess the relationship between cultural intelligence of hotel employees and guest satisfaction, a cross-cultural study in Kenya. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study investigated the correlation between the cultural intelligence (CQ) of hotel employees and guest satisfaction across different cultural contexts. Through a cross-cultural analysis, researchers found a significant positive relationship between the cultural intelligence of hotel employees and guest satisfaction levels. Specifically, higher levels of cultural intelligence among employees were associated with increased guest satisfaction, suggesting that employees who possess a better understanding and appreciation of diverse cultures are better equipped to meet the needs and preferences of guests from various backgrounds. This highlights the importance of fostering cultural intelligence among hotel staff to enhance overall guest experiences and satisfaction in the hospitality industry. Implications to Theory, Practice and Policy: Social exchange theory, service climate theory and resource-based view theory may be used to anchor future studies on assessing the relationship between cultural intelligence of hotel employees and guest satisfaction, a cross-cultural study in Kenya. Hospitality organizations should prioritize the integration of cultural intelligence training programs into their employee development initiatives. These programs should not only focus on enhancing employees' cultural knowledge but also emphasize the development of cultural mindfulness and adaptability skills. Government bodies and industry associations should advocate for the inclusion of cultural intelligence training requirements within the accreditation and certification standards for hospitality professionals.