DOI: 10.18848/2324-7649/cgp/a162 ISSN: 2324-7657

Perceived Importance, Awareness, and Use of Body Language Among Hotel Staff and Managers in Munnar

Rahavi Murugesan, Madhumathi Pasupathi
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Although much of the extant literature emphasizes the indispensable role non-verbal communication plays in the tourism and hospitality industry, there is a lack of scholarship regarding whether service providers, for whom it is directly relevant, recognize its importance, demonstrate awareness, and skillfully use it in workplace settings. Therefore, the purpose of this study was to determine the perceived importance, awareness, and use of body language among hotel staff and managers in the hospitality sector, with a specific focus on hotels in Munnar, a popular tourist destination in the Idukki district of Kerala. Further, the relationship between the variables under study was also analyzed. A total of forty-two hospitality professionals in Munnar participated in the study. The findings revealed that although perceived importance and reported use of body language were relatively high, employees’ awareness levels were comparatively moderate. This suggests a disconnect between participants’ recognition of the importance of body language, their reported use during guest interactions and their awareness of body language cues. These findings highlight the need for focused training initiatives to bridge the gap between what they value, know, and apply in terms of body language. Further, the study contributes to the understanding of non-verbal communication practices in non-mainstream, tourism-focused, and multicultural hospitality environments.

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