Hospitality Service Experiences Assignment

Running head: HOSPITALITY
HOSPITALITY
Name of the student:
Name of the University:
Author Note:

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Produce an Aide Memoire for hotel staff to help manage guest service experiences for the
international visitor.
Background:
The growth of thee government’s initiative improving tourism in the market has attracted
many a foreign travelers. This is the reason why the hotel authority needs to grab this
opportunity at their best. The organistion has been operating in this market for long and has
gained some very efficient employees who have served the interest of the organization and
solved issues due to change in the environment. In order to make the organization more
effective, the management has taken some initiatives to share information about the preferences
of the international client bases along with their expectations (Gonçalves 2014). This aide
memoire will be also acknowledging the involvement the employees in the new changing
process so that serving the international customers become easier than ever.
Objective:
The main objectives of this particular aide memoire is related to mainly two aspects
 Sharing information about the most important countries in the world from where the
highest number of the tourists visit this country along with their cultural and national
background.
 By detailing the information of the guests, the dos and don’ts will be attached so that the
employees get fair and in depth knowledge of their duties and responsibilities (Mattila

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1999). Based on these, the employees will be able to grow their capabilities and sere their
positions accordingly.
Participation:
All the employees in this organizations will be included in this program so that they understand
the responsibilities of their in dealing with the international clients. As the differences of the
client bases are various from one another therefore the employees with perfect knowledge of the
customers and behavior of diverse culture will be promoted in this program.
Expectations:
The company expects the employees to be a part of this growth of becoming culturally
efficient in the hospitality sector. Therefore it expects that the employees both front office staff
along with the back office to grow cultural efficacy (Mok and Armstrong 1998). Proper
maintenance of ethical decision making from the part of this organization will only be assured if
the employees of the organizations are efficient to handle this difference in terms of
communication, acknowledgement of customs and culture.
Follow up:
The organization will be monitoring the movements of the employees and either
recognize them or take punitive measures to see whether the international employees are getting
proper hospitality from the staffs.
List of international countries and identified key cultural differences, customs and
behavior
In this segment cultural differences, customs and behavior of the countries like-

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 China
 United States of America
 Japan
 India
 Mexico
 Germany
 Turkey
China:
Language: The common language in China is Mandarin known as Han language and favored by
the government, media and education. Along with this, the Cantonese is also spoken in Hong
Kong, Singapore and Macau.
Religious and beliefs:
Taoism and Buddhism are the important and popular most religion to be followed in
China. All of the policies that guide people as well as the society are related based on these
religious ethics. Socio political views are heavily guided by Confucianism that also speaks for
the human bonding.
Social stratification:
The Chinese culture and society supports collectivism. Therefore individuals tend to
subjugate their feeling for the overall good. The connection among the family members is the
strongest. The disagreement does not take place publicly to maintain a sense of peacefulness.
Maintaining of face is important in this particular culture which is earned by the people through

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their actions. Respect has to be given only then one can earn it (Weller 2018). The society is
divided into classes on the basis of wealth and possessions but now this is changing due to
Chinese revolution. The social and political reasons have given birth to unique skilled workforce
for which different international companies come this market and start business mainly regarding
the manufacturing one.
Gender roles:
The traditional Chinese outlook is to subordinate women in the society. They were seen
to be possessions by their father, and then by their husbands. In the modern age, the women have
become more liberal and started to work along with men. The traditionalist in the workplace
however pose challenge for them.
Food:
The Chinese food is famed for the eclectic mixture of different flavors, colors, taste and
spices. These people prefer any type of meat among which pork and duck are popular. The staple
food are rice, noodles and tofu. These staple foods can be eaten with any type of fish and meat.
United States of America:
Social strata:
The society is classified in terms of wealth and possessions and the wealth gap is higher in the
city areas. Most of the households are two income families to meet the expenses and indulge in
entertainment. They remain pretty much busy during the weekdays and in weekends hey enjoy
movies, TV, sports, hanging out with friends, socialize with relatives and go camping and eating

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out. However, the people in this society follow values strictly hat include directness, privacy,
informality, time, efficiency and consumerism.
Religion:
In this case, the society is much more liberal and people respect the religious belief of the others.
The cities are religiously diverse but in the rural region, the religious diversity is less diverse.
Protestantism of Christianity is predominant and this is the guiding factor for many a people.
Food:
The country does not have much problem with food but prefer to mold the original ones
into their style. The consciousness of health through food habits have divided the society into
two parts. One prefer to have the highly nutrient foods and others prefer to eat junk or unhealthy
diet with more fat and carbohydrate. However, healthiness of food keeps on decreasing with time
of day and the availability of food are more packaged than the fresh one.
Culture:
This is currently the most dominating culture in the world due to being represented in the
Hollywood movies. The people are very open minded and love to indulge in the entertainment.
They possess knowledge about different cultures as this country is a hub of diverse culture. The
people are accepting of any change and very fashionable. Punctuality and personal expansibility
towards work are shown. People here are very punctual and expect others to follow time.
Japan:
Communication and attitude:

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Japanese people are polite and conscious about their thoughts and actions that never
reveals what exactly they are thinking of. Their communication system are ambiguous hence
reading between lines are important which communicating. They use vague words so that their
stand are not explained properly (Weller 2018). They are appreciative and respecting of the
creativity. They are innovative and technology freak that solves many a problem in the daily
lives.
Food habits:
The Japanese people are lovers of fish and seafood that allow them to find various ways
to process those and preserve. They have the staple food made of rice and noodles which they
have with fired, boiled and processes fish and other seafood. Along with meat, they are lovers of
vegetables and fruits which meet their health consciousness.
Religion:
The country has a huge number of shrines mainly of the Buddhist monks. The
dominating religions of Japan are Shinto ad Buddhism. Shinto is the oldest Japanese culture and
Buddhism became popular in the mainland in the 6th century. Since then these two dominating
religions are co-existing harmoniously. Along with this, Confucianism and critically are
practiced.
Customs:
The customs and beliefs of the Japanese people are somewhat different from the rest of
the world. The foods are eaten directly from the common dishes. Shaking and bowing is one of
the most important gesture of showing respect and greetings. This is to clarify the intentions

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clearly to the people communicated with. This includes the seating position and avoidance of
showing gestures. For the bathing process the Japanese are different from the other cultures.
People see bathing to be an action of relaxing rather than cleaning their body. Any type of noise
even honking in the traffic is also not preferred.
India
Customs and Religion
According to the customs and religious aspects associated with the nation India they have
a religious make up on a diverse basis which includes Islam, Buddhism, Christianity but part
form this the most widely practiced religion in India is Hinduism. Many practices and traditions
related to Hinduism is believed and considered to be the intrinsic part associated with Indian
Culture.
Society
India is considered to be a society on hierarchical basis, whether it is in north or south people are
valued and ranked on the basis of several essential qualities.
Food habit
Early diet related to Indian culture generally consist of vegetables, legumes, dairy products,
grains and honey. Staple food products in the nation is basically cultivated within the Indian
subcontinent.
Communication

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Communication style of Indians are completely related to strong system of politeness and
indirect. Indians generally use phrases such as I’ll do my best or may be in order to express no to
something.
Mexico
Culture and religion
As compared the Mexican nation, the religion which is strictly followed by them is Roman
Catholicism. With related to the custom of Mexico the imposed anti-clerical law created
limitation on churches and on several instances sometimes state intrusion on a cosified basis
matters the church in the nation (Aranda et al. 2019).
Society of Mexico
According to the Mexican Society, it is fully based on several contrast, strong identities and
idiosyncrasies.
Food of Mexico
The food habits related to the Mexican nation generally involves domesticating Maize, creating
standard process related to ‘maize nixtamalization’ completely establish their food habit.
Turkey
Culture:
Turkish culture compared to the current times has undergone numerous changes over last
century. The culture of Turkey is completely based on western and Eastern culture. Turkey is
considered be the most westernized majority Muslim nation.

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Society
During the 1970s turkey was considered to be a rural society predominantly. In the year
2005 almost 67 percent of people lived under urban areas. Highest population of Turkey is in
Istanbul and Coastal regions (Akin and Yesil 2019).
Food habits
Turkey generally follows ottoman cuisine which can generally be described as refinement
and fusion of Middle Eastern, central Asian, Eastern European and Balkan Cuisines.
Communication style
Turkish generally tend to have communication style which is quite slow and in a drawn-
out manner. According to the tones related to the people of Turkey they generally tend to have
words with force, sometimes loudly.
Table of “Do’s and Don’ts” for hotel staff:
Dos Don’ts
 Greet everybody you meet and see
with smile
 Establish an eye contact while
speaking to the guests
 Check the documents for getting
proper knowledge of their national
background
 Maintain positive approach to address
 Do not indulge in getting extra
payment without any reason
 Do not discriminate the guests due to
their nationality, religion, race, sex,
appearance and color.
 Never tell the guests that you are tired
and want to be relieved from duty.

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the guests
 Guide the guests when they ask
direction
 Address team mates by name at all
possibility
 Listen to the guest complaints
attentively
 Do a follow up of the guests’
compliance by contacting them
personally (Ayeh, Au and Law 2016).
 Maintain the work area by contacting
them personally.
 Do not pass derogatory comments
 Do not make an promise which exceed
the authority
 Do not argue with the clients
 Do not show hostility and
defensiveness
 Do not avoid answering the guests
 Do not forget the small details
 Do not anger the coworkers
 Do not disappear
 Do not be in your cell phone always

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References:
Akin, A. and Yesil, B., 2019. Introduction: Media, Politics and Culture in Turkey, the Middle
East and Beyond. Middle East Journal of Culture and Communication, 12(2), pp.129-132.
Aranda, M., Herrera, B., Rojas, R. and López, D., 2019. Social sheep culture in Mexico:
characteristics and importance. Revista Acadêmica: Ciência Animal, 17(Supl. 1), pp.263-266.
Ayeh, J.K., Au, N. and Law, R., 2016. Investigating cross-national heterogeneity in the adoption
of online hotel reviews. International Journal of Hospitality Management, 55, pp.142-153.
Gonçalves, A., 2014. The Journey not the Arrival Matters: Developing Intercultural Awareness
and Communication Skills in Tourism Education1. Journal of Cultural Management and
Policy, 4(1), pp.31-45.
Mattila, A.S., 1999. The role of culture in the service evaluation process. Journal of service
research, 1(3), pp.250-261.
Mok, C. and Armstrong, W. R., 1998. Expectations for Hotel Service Quality: Do they differ
from Culture to Culture? Journal of VacationMarketing,4(4), 381–391.
Sugimoto, M. and Swain, D.L., 2016. Science and culture in traditional Japan. Tuttle
Publishing.
Weller, R.P., 2018. Alternate civilities: Democracy and culture in China and Taiwan. Routledge.