Handbook for Hotel Staff: Managing the Guest Experience for International Visitors

Handbook for hotel
staff to assist in
managing the guest
experience for the
international visitors

Introduction
Hospitality sector is one of the most effective and essential industry as it provides
contribution for the growth of economic system of the country. It is the sector which requires lot
of investment for acquiring innovative technologies on a regular basis so that they can satisfy the
requirements of customers. There must be well systematic format for the staff members with the
help of which they will be able to provide highly satisfying services to their clients in an
impressive and unique way. This will assist them in attracting large number of customers
towards them and retain them for a longer period of time. The present report is based on Premier
Inn which is a British hotel chain as well as largest hotel brand within the marketplace of UK.
This hotel have more than 72,000 rooms as well as 800 hotels across the world. Premier Inn was
founded in 1987 and its headquarter is located in Dunstable, England, UK. The present report is
emphasized on the guest services for two international countries as well as examining cultural
differences, behavior and customs of the country.
Main Body
Identify key cultural differences, customs and behavior.
The present report is based on a hospitality sector where Premier Inn is chosen aa the base
organization. It has been identified that the organization have its own branch across the world
and have almost 800 hotels where they provide services to their guest. Hotels have their guest
from both domestic as well as international areas as people visit countries for their personal and
professional use. Each and every guest have their own choices which are different from others
due to difference in their culture, behavior and customs. For example, Premier Inn Hotel which
was located in UK have their guest from two different international countries which are India
and China. Both the countries have their own culture, behavior and customs which are quite
different from each other and need to consider by the management team of the hotel while
providing then services. This has also been said that it becomes more essential for the
management team to examine the difference between culture, behavior and customs of both the
countries so that they will be able to provide them services according to their requirements and
needs.
Cultural differences is one of the major barrier as each country have their own culture which
is totally different from other. If talking about India there is a culture where people believe that it

is essential to worship god before start anything new whereas in China there is no such culture.
On the other hand if we talk about food, people in China use chopsticks to eat food where in
reference to Indian people, they use hands or spoon to take their food. Apart from this, it has also
been said that behavior of both the countries are quite different where in reference to India
people usually fold both there hands to greet someone and in context of China people usually
shake their hands and bow in front of other person to meet them. Therefore, it becomes necessary
for the management team of Premier Inn or the hotel staff that they must identity the culture of
different countries and serve them as per their culture and system so they feel satisfied and prefer
the hotel in near future. Therefore, it has been said that all the differences in culture, background,
customs and behavior needs to be considered by the higher authorities of the Premier Inn so that
they will be able to satisfy the needs and requirements of each and every person belongs to
different countries.
Critically evaluation why cultural intelligence is necessary for hotel personnel.
Cultural Intelligence popularly known as Cultural Quotient (CQ), derived from IQ.
According to Earley and Ang, Cultural Intelligence refers to the ability used to adapt the new and
innovative cultural settings. It has been identified that individuals with high cultural quotient or
CQ are not experts in each and every form of culture. Apart from this, they do have some sort of
skills which help them in order to easily go into some new environments with more ease and
confidence as well as to develop informed judgments which is based on the observations & on
some sort of evidence. It has also been said that these are the people who are quite effective in
order to understand the behavior of others. They also examine the shared impact between a
specific groups as a result this will allows them to understand the influence of the particular
culture. Apart from this, it has also been identified by them that the influence of culture is quite
complex, difficult and interconnected which have their significant impact on the performance of
business. Therefore, it has been concluded that cultural intelligence have their significant
influence which is quite essential for the growth and development of an organization at the
competitive marketplace.
Each and every organization require to manage diversified workplace so that they can easily
manage multicultural individuals in an effective manner. This is quite necessary in hospitality
sector as there are ample number of guest come from different locations which have their own