Cultural intelligence (CQ) has become a key competence in today’s globalized world. Hospitality organizations are expected to be more flexible and adaptable than ever in front of the changing international clientele. While still limited, management scholars are increasingly acknowledging the critical role of Cultural Intelligence in business success. Understanding CQ is pivotal in distinguishing between success and struggle in today’s interconnected world, especially in the hospitality sector where attention to detail often separates average service from exceptional service. The current research project aims to study the rather traditional Swiss hospitality industry, which is confronted with new markets with hitherto unknown cultural specificities, and to develop new approaches to investigate the CQ levels of frontline workers that can improve the quality of service. The project also aims to develop innovative CQ-focused training for hospitality stakeholders to successfully improve intercultural encounters in Swiss hospitality settings.
