handbook for hotel staff to asist in managing the guest experience for the international visitor

Al least 8 reference

Handbook

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Guest Service for International Guests........................................................................................1
Importance of Cultural Intelligence.............................................................................................2
Do's and Dont's for the hotel staff................................................................................................4
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Handbook refers to a compilation of different types of instructions which are required for
the staff of the organizations are able to take the correct decisions effectively without problems
and issues (Ali and et.al., 2018). In the hospitality industry, it is quite useful for the staff
members so that they can make right judgements and do their various types of tasks. In this
report, detailed focus will be made on the guest service for the citizens of Germany and South
Africa. Both of these countries are very different in their culture, customs and behaviour.
Additionally, the use of cultural intelligence for hotel personnel and Do's and Dont's for the staff
will be discussed as a part of this assignment.
MAIN BODY
Guest Service for International Guests
The guest service for international guests differ a lot (Chang, 2018). This can be due to
the difference in the culture of the different countries. This is explained as follows-
Guest Service for the guests of Germany-
Germany is an European Country. It has a higher economic growth rate and the per capita
income if its citizens is much higher. Thus the expectations of its citizens regarding the service to
be provided to them is much different. They expect that high-level of services should be
provided to them. On the other hand, South Africa is a developing country. The income level of
its citizens is still not on a higher side. There is a high-level of income disparity which exists in
the country. Therefore the expectations of its citizens regarding the service to be provided to
them is quite different from that of the developed countries.
Difference between Germany and South Africa-
Germany-
Culture- The culture of Germany is defined by a number of things. It is a land of poets
and thinkers. There is an acceptance of different cultures in Germany. This is so because the
people from different countries can easily blend in the German culture. The people of country
always want to learn about new things and thus ensure that they are able to adjust with the people
of other nations without problems and issues.
Customs-
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 Social customs- The German Society gives a lot of importance to the social customs
which are set within the society. The people here make a point to give these customs the
required priority.
 Religious customs- In the German Society, there are various religious customs which
exist. Here, the people make sure that they follow the practices in their religion seriously
which makes a difference in their approach.
Behaviour-
The behaviour of people of Germany depends upon a number of factors such as their age,
gender, level of disposable income, cultural differences etc. Thus accordingly they set their
expectations regarding the type of service which they expect.
South Africa-
Cultural differences- In South Africa, there are multiple cultures which are existent in
the different areas of the country. Due to these differences the expectation of people differ a lot
which needs to analysed by the service industries.
Customs-
 Social customs- In South Africa, certain cultures have limitations which are set up for
the people and these have to be followed strictly. Thus the society of the country has its
own rules and regulations.
 Religious customs- In South Africa, people adhere to their religious practices strictly.
Thus these customs are required to be kept in mind by the service providers.
Behaviour-
In the different areas of South Africa, there are strong differences between people. Thus
this creates an impact on their behaviour and therefore has an impact on their expectations
regarding services as well.
Importance of Cultural Intelligence
Cultural Intelligence refers to the ability of a person to adjust according to the needs and
requirements of the different types of cultures (Dzhandzhugazova and et.al., 2016). In
Hospitality Industry it is extremely important because in this industry the staff needs to attend to
people from various countries. Thus the importance is described as follows-
 Providing of better service- When there is cultural intelligence present in the staff of the
hospitality organizations it allows them to provide better services to their various guests.
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Thus if the hotel staff is able to understand the varied requirements of the people of
Germany and South Africa then they will be able to provide them with better service.
 Understanding of diversity- For the hospitality staff, it is extremely crucial to
understand the diversity (Jones, Hillier and Comfort, 2016). Therefore in this way, the
staff members will be able to make sure that they are able to adjust according to the
diverse cultures. Thus if the employees in the hotels are aware about the diversity in the
culture of Germany and South Africa then in this way they will be able to fulfil their
different expectations.
 Better Interaction- Understanding of cultural intelligence is crucial in the context of
hotel staff because of facilitation of better interaction with their guests. Therefore if the
staff of hotels is able to understand the culture of Germany and South Africa then it will
be able to better interact with the guests without issues and problems.
 Identification of needs and requirements- The needs and requirements of clients of the
hotel are at a top priority (Kandampully, Zhang and Jaakkola, 2018). Thus it is required
from the staff members of the hotels that they display cultural intelligence so that they
can easily identify them and thus in this way they will be able to work in a better way to
meet them.
 Better awareness of the cultural differences- There are cultural differences which exist
between the people of different parts of the world (Kotler and et.al., 2017). Thus by
having cultural intelligence, the staff members of the hotels can display better awareness
of these differences without problems and issues. The employees of the hotels can make
sure that by understanding the cultural differences between Germany and South Africa
they are able to better serve the clients of these countries.
 Improvement in service quality- The display of cultural intelligence from the hotel staff
can result in the improvement of the service quality in the hotels (Kuo, Chen and Tseng,
2017). Therefore it is required from the hotel staff that they identify the differences
between the culture of Germany and South Africa so that they can make the desired
improvements in their service quality.
 Raising the guest satisfaction- With the display of cultural intelligence, the staff
members of the hospitality industry can make sure that they are able to raise the guest
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satisfaction level. Therefore by understanding the culture of Germany and South Africa
the hotel staff will be able to provide the desired guest satisfaction level.
 Positive feedback- In the hospitality industry, the feedback which is provided by the
guests on the services of the hotels matters a lot (Lampinen and Cheshire, 2016). Thus
there is a requirement from the employees working in the hotels to obtain a positive
feedback. In this way they will be able to better serve the guests of Germany and South
Africa leading to a positive feedback.
 Better coordination- The use of cultural intelligence is crucial from the point of view of
the staff of the hotels so that they are able to coordinate in a better manner and ensure that
satisfaction is provided to the guests of different countries (Madera and et.al., 2017). This
can help the employees of the different hotels to ensure coordination in a manner which
makes sure that the clients of Germany and South Africa are handled well by them.
 Solving problems- When the guests stay at hotels they are bound to face certain
problems (Tung and Law, 2017). Thus by having cultural intelligence the staff of the
hotel will be able to solve these problems quite effectively. In this way the customers of
Germany and South Africa can be handled in a better manner by the workers.
Do's and Dont's for the hotel staff
For providing a good experience to the international guests which they can remember
there are certain Do's and Don'ts which are required to be followed. These are as follows-
Do's-
 Respect the culture- It is important for the hotel staff to respect the culture of the
country from where the client belongs. They should be able to provide the best services to
the client regardless of the county from where the client belongs. This can be very helpful
for the hospitality staff to make sure that they are able to provide the necessary services.
 Respect the language- For the hospitality staff, it is important to give proper respect to
the language of the country from where the client belongs. In the hotels, this can be very
helpful for fulfilling the requirements of the guests by interacting with them in the
language they know.
 Make the necessary interaction- It is important to make the necessary interaction with
the clients of different countries so that the problems which they face can be understood.
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Also this can help a lot in the development of right approach of dealing with the
problems.
 Keep a smile- A smiling face is helpful in giving a good impression to the guests who
are visiting the hotel. Thus it is important for the staff members in the hospitality
businesses to be ready to welcome the guests with a smile on the face.
 Provide best services- It is important for the hotel staff to provide the best services to the
clients who are visiting the hotel. Thus if the employees are able to give their best in
ensuring the guest satisfaction then this is going to help the hotel a lot.
 Attend to the complaints- When the guests stay in the hotels they will also have certain
complaints. Thus it is the duty of the staff in the hospitality organizations is to attend to
these complaints in a proper manner. Also they must be able to quickly solve these
complaints for ensuring positive reviews from the guests.
Dont's-
 Showing favouritism for a particular culture- The hospitality staff needs to refrain
itself from being biased towards a particular culture. In this way they will be able to
attend to the requirements of people of different countries in the world.
 Avoid making comments on culture- As a part of the hospitality industry it is needed
from the employees that they refrain from making the comments on the culture of country
of the client. This is so because it can result in hurting of emotions. Thus such type of
comments should be avoided.
 Be impatient- Being impatient is not good for the staff of the hotels. This is so because if
the members of staff of the hotels become impatient in dealing with the customers then
this can lead to various types of problems and issues. Thus it is best to avoid being
impatient in dealing with the customers and clients.
 Use bad language- Using bad language can create a negative impact on the guests of the
hotels. Thus for the staff members of the hotels it is quite essential that they use the right
language. This will help in dealing properly with the customers as well as clients of the
hotel.
 Take complaints lightly- The staff members in the hospitality businesses should not take
the complaints lightly. Thus they must make sure that they take these complaints in a
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serious manner which will ensure that they are able to provide the desired satisfaction to
the clients.
 Insult the guests- For the staff in the hospitality businesses it is quite crucial to give
respect to the guests. Thus there must be no attempt made by anyone to insult the guests
which can result in negative reviews of the hotel.
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CONCLUSION
From the above report, it can be concluded that in the hospitality industry value has to be
given to the culture of different countries. Showing cultural intelligence here is crucial from the
point of view of the employees. Further, for the hotel staff there are certain Do's and Dont's
which should be followed strictly so that the staff members are able to provide the desired
satisfaction to the clients of the hotel.
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REFERENCES
Books and Journals:
Ali, F. and et.al., 2018. An assessment of the use of partial least squares structural equation
modeling (PLS-SEM) in hospitality research. International Journal of Contemporary
Hospitality Management.
Chang, S., 2018. Experience economy in hospitality and tourism: Gain and loss values for
service and experience. Tourism Management. 64. pp.55-63.
Dzhandzhugazova, E. A. and et.al., 2016. Innovations in hospitality industry. International
Journal of Environmental and Science Education. 11(17). pp.10387-10400.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry.
International Journal of Contemporary Hospitality Management.
Kandampully, J., Zhang, T. C. and Jaakkola, E., 2018. Customer experience management in
hospitality. International Journal of Contemporary Hospitality Management.
Kotler, P. and et.al., 2017. Marketing for hospitality and tourism.
Kuo, C. M., Chen, L. C. and Tseng, C. Y., 2017. Investigating an innovative service with
hospitality robots. International Journal of Contemporary Hospitality Management.
Lampinen, A. and Cheshire, C., 2016, May. Hosting via Airbnb: Motivations and financial
assurances in monetized network hospitality. In Proceedings of the 2016 CHI
conference on human factors in computing systems (pp. 1669-1680).
Madera, J. M. and et.al., 2017. Strategic human resources management research in hospitality
and tourism. International Journal of Contemporary Hospitality Management.
Tung, V. W. S. and Law, R., 2017. The potential for tourism and hospitality experience research
in human-robot interactions. International Journal of Contemporary Hospitality
Management.
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