Sarcouncil Journal of Public Administration and Management

Abstract: This paper presents a systematic literature review of cross‑cultural training strategies designed to enhance service quality in multilingual U.S. hospitality teams. Recognizing that over 30 % of hospitality workers in the United States are foreign‑born and operate within richly diverse cultural contexts, the review focuses on empirical and theoretical studies published between 2017 and 2025 to assess how customized training interventions influence reliability, empathy, and responsiveness in guest interactions. Following a structured search across four major databases and rigorous screening for peer‑reviewed, English‑language studies, 42 articles were analyzed using thematic and narrative synthesis. Key findings indicate that experiential simulations and role‑plays yield the strongest gains in cultural intelligence, while blended learning models that integrate e‑learning modules with in‑person workshops sustain behavior change through spaced reinforcement. Technology‑mediated tools, such as virtual‑reality scenarios and mobile micro‑learning boosters, expand access but require active facilitation to achieve high completion and transfer rates. One‑on‑one mentoring further accelerates application of intercultural skills on the job, and organizational endorsement through dedicated time, budget, and leadership involvement emerges as critical for translating training into measurable improvements in guest satisfaction and repeat patronage. Gaps in the literature include under‑researched back‑of‑house staff segments, a lack of longitudinal ROI data, and limited comparative studies of delivery modes. The review concludes with recommendations for designing evidence‑based, phased training programs that align content with specific service challenges, embed clear evaluation metrics, and secure executive sponsorship to cultivate a sustainable culture of intercultural excellence.