Short Solution
Improving Interdepartmental Cooperation in a Multinational Hotel and Resort Organisation
Introduction
Effective organisational communication plays a major role in the success of hospitality businesses, especially within multinational hotel and resort organisations where departments must work closely together to deliver high-quality customer experiences. In the hospitality industry, communication failures can directly affect guest satisfaction, operational efficiency, employee morale, and the reputation of the business. This report focuses on a chain of hotels and resorts that has recently launched a new beach resort in Sri Lanka. The Marketing Director has identified the need for better cooperation between departments across the organisation.
The purpose of this report is to examine the barriers that affect interdepartmental cooperation and recommend practical strategies to improve communication and collaboration between colleagues and departments. The report will also evaluate communication practices within the organisation and explain how principles of effective communication can improve workplace performance.
Literature Review
Organisational communication refers to the exchange of information, ideas, and messages between individuals and groups within a business environment. According to Stephen P. Robbins and Judge (2022), effective communication is essential for coordination, teamwork, decision-making, and organisational success. Within hospitality organisations, communication becomes even more important because departments such as marketing, customer service, housekeeping, finance, human resources, food services, and operations must work together continuously.
Communication can take several forms including verbal communication, written communication, non-verbal communication, and digital communication. Verbal communication includes meetings, presentations, and telephone conversations, while written communication includes emails, reports, memos, and internal documents. Non-verbal communication involves body language, facial expressions, gestures, and tone of voice. In multinational organisations, all these communication forms can be influenced by cultural differences and language barriers.
The Shannon and Weaver Communication Model explains communication as a process involving a sender, message, channel, receiver, and feedback. One important part of this model is “noise,” which refers to barriers that interrupt communication effectiveness (Shannon & Weaver, 1949). In multinational hospitality organisations, noise may include language misunderstandings, unclear instructions, cultural misunderstandings, and technological issues.
Interdepartmental cooperation refers to departments working collaboratively to achieve shared organisational objectives. According to Henry Mintzberg (1983), organisations perform more effectively when departments communicate openly and coordinate activities efficiently. Poor communication between departments often leads to duplicated work, confusion, delays, and conflict.
Cultural diversity also strongly affects communication within international organisations. Geert Hofstede (2011) argued that cultural values influence communication styles, attitudes toward hierarchy, teamwork, and decision-making. For example, employees from some cultures may feel comfortable openly challenging management decisions, while employees from more hierarchical cultures may avoid disagreement with senior staff.
The hospitality industry particularly depends on effective interpersonal communication because employees interact constantly with guests and colleagues from different cultural backgrounds. Research by Daniel Goleman (1998) also highlights the importance of emotional intelligence in workplace communication. Employees with strong emotional intelligence are more capable of managing conflict, understanding colleagues’ perspectives, and building cooperative relationships.
Overall, literature suggests that organisations achieve stronger interdepartmental cooperation when they encourage transparency, cultural awareness, teamwork, active listening, and effective leadership communication.
Analysis and Discussion
Barriers to Interdepartmental Cooperation
Several communication barriers affect cooperation within multinational hotel and resort organisations. These barriers can create misunderstandings, reduce productivity, and negatively affect guest experiences.
Language Barriers
Language differences are one of the most common communication challenges within multinational organisations. Employees working in the Sri Lanka beach resort may come from different countries and speak different first languages. Misunderstandings may occur because of accents, pronunciation, slang, jargon, or limited English proficiency.
For example, instructions from management may be misunderstood by staff members if technical vocabulary or unclear expressions are used. In hospitality settings where quick responses are important, communication mistakes can affect customer satisfaction directly.
To overcome language barriers, the organisation should provide communication training, simplified internal communication policies, and multilingual support where possible. Managers should encourage the use of clear and professional language rather than informal slang or complex jargon.
Hierarchical Barriers
Hierarchy can also limit interdepartmental cooperation. In some cultures, employees may feel uncomfortable questioning managers or sharing opinions openly. Junior staff members may avoid raising concerns because they fear criticism or disrespecting authority figures.
This issue is particularly important within multinational organisations because cultural expectations regarding hierarchy differ significantly. Employees from highly hierarchical cultures may wait for direct instructions instead of taking initiative.
To improve communication across hierarchical levels, management should promote an open communication culture where employees feel safe expressing opinions and ideas. Regular team meetings, anonymous feedback systems, and approachable leadership styles can help reduce hierarchical barriers.
