How to - Mind your manners and not cause an international incident
As they say, when in Rome do as the Romans. But as a hotelier, greeting and looking after guests from all around the globe can be quite a challenge. It's important to know each country's etiquette to make guests feel welcome and avoid embarrassing situations. A friendly gesture to one nationality could be less than polite to another.
When dealing with customers the following are key to ensuring professional customer services delivery
- Friendliness
- Individuality / Flexibility
- Competencies
• Positive outward personality
• Knowledge
• Rhetorical skills
• Body language
• Empowerment to make decisions
- Reliability
Mannerisms and Cultures
Many nationalities have their own unique ways of communicating, with subtle differences that can make greeting a guest an art:
The French handshake is relatively brief with eye contact, and not as strong as an American handshake. The French hate to be interrupted, making it far more important for housekeeping to get the timing right on entering a room. Arguments are a form of national entertainment, meaning that managing a complaint is likely to be more spirited when dealing with the French.
Dressing according to status is important to the Japanese - so it is good to have a smart looking uniform to reflect the status of a hotel/the impression you want to convey. When communicating, hand gestures and facial movements can be distracting. Smiling can be a form of displeasure, so a broad welcoming grin at check in may not get the reaction you desire. The Japanese prefer not to use the word "No" which can be alarming when a situation clearly calls for a "No" Understanding this can be critical!
For the British personal space and privacy are rated highly. Therefore a guest issue may be very important but only expressed discreetly, giving lots of room for misinterpretation.
For Australians a similar approach to privacy is the norm, Australian males travelling in a taxi alone will prefer to sit up front which can be confusing for doormen. Punctuality is important as is eye contact, and the Australians are almost as good at queuing as the Brits.
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