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Hospitality English

Blue and Harun, (2003) investigated
the particular patterns of language
(hospitality language) used by frontline staff.
Three central elements of
hospitality:

the attitudinal element


the functional language element


the art and skill of being attentive, courteous,
polite
e.g. knowledge of how to carry out regular
transactions and gain access to facilities
the cultural knowledge element

knowledge of hotel culture and knowledge of
cross-cultural communication