An Explanatory Study on Cultural Diversity and Cultural Sensitivity among Hotel Employees in Metro Manila

Abstract

The objective of this study is to explain how hotel employees understand and also practice cultural diversity and cultural sensitivity in the workplace. With globalization bringing people from different cultures together and with the existence of challenges brought by the misunderstanding of cultural differences, there is a need for hotel employees to be culturally sensitive. Moreover, social constructivism and Bennett’s developmental model of intercultural sensitivity are used as the theoretical basis of this study. This study employed the sequential explanatory mixed methods design. Data were collected through an online questionnaire to 135 Filipino hotel employees aged 18 or above, living in Metro Manila, and working in a hotel located in Metro Manila. In addition, 5 informants were selected from the survey respondents and were interviewed using the same criteria. The results showed that hotel employees are aware of cultural diversity and cultural sensitivity. Moreover, they experience cultural diversity through their guests and colleagues. Based on the results, their level of cultural sensitivity is moderately high. Hotel employees respect, understand, and adapt to cultural differences, and one way cultural sensitivity is practiced is through providing services that meet the cultural standards of the guests. Being culturally sensitive brings outcomes, such as improved relationships and broken cultural barriers, to the guests, employees, and the industry. By fulfilling the objectives, this research will be able to further explore concepts of cultural diversity and sensitivity in the hotel industry, its importance, and how it is practiced, and provide insights on making hotels a more culturally sensitive environment for both hotel employees and guests.