Hotel Handbook for Intercultural Competence

Hotel Hand Book For
Intercultural
Competence

Introduction
In the present era, Hospitality industry is considered as the most important sector with the
assistance of which economic condition of a country will be improved. Hospitality industry is a
wide field which includes accommodation services, food and drink services, event planning,
lodging and many more. Furthermore, it includes restaurant, bars and hotels which provide wide
range of services to their domestic as well as international customers. For this, it is essential for
the management team to have well manner and skilled staff members so they can provide high
quality service to their customers in an efficient manner and retain their guest for long duration.
In the present report, Travelodge Hotels Limited is chosen as the base organization which is a
private company operates in hotels as well as hospitality sector within the marketplace of United
Kingdom, Spain and Ireland. Travelodge is considered as UK's largest independent hotel brand
and having around 570 hotels all over the marketplace of UK. In the present report, discussion
about different countries guest are included along with do’s and don’t for the staff members
while serving international guest are also going to be discussed in this report.
Main Body
The current report is totally based on the sector which is hospitality in which Travelodge is
considered as the base business entity on which the whole report is going to be framed. This is
the organization based in the marketplace of UK and operates its business functions in different
countries. Similarly there are number of guest came to experience the services provided by
Travelodge hotel chain from different countries. Different people are from different countries
having different language, culture and background which is very essential for the management
team to consider all the factors in an effective manner so that each and every person feel satisfied
by consuming the services of the organization. It can also be understand with the help of an
example, for instance Travelodge operates its function at the marketplace of UK and they have
their guest from China, then they must analyze their needs and demands. Reason behind this is
that they have quite different background, culture and language from UK which makes it
difficult to understand the concept of UK. For this, managers are required to have a person who
can understand their language and communicate with them in an effective manner. Along with
this, they must provide the food which satisfy their requirements as they prefer to eat with chop
sticks there must be availability of such elements at the hotel premises. This will assist them in

order to fully satisfy their needs and requirements and retain them for a longer period of
duration.
Critically evaluation why cultural intelligence is necessary for hotel personnel.
It has been identified that Cultural Intelligence commonly known as Cultural Quotient (CQ),
refers to the capability in order to use to adopt innovative cultural setting in an effective manner
and produce favorable results from it. In addition to this, it has also been analyzed that
individuals who have high cultural quotient does not consider as expert in every sort of culture
and have knowledge about various culture. In simple term, these people are not culture expert
and does not have enough knowledge about various cultures. Furthermore, it has also been said
that influence of culture is considered as quite complex and interconnected having very
important and significant influence on the overall performance of the business entity. This as a
result says that cultural intelligence significantly influence the overall growth as well as
development of the business organization at competitive environment.
On the other hand, if talking about intercultural competence it is considered as the skill or
capability which leads to the entire business functions in an effective manner across the cultures
as well as also communicate it with the staff members at the working area. This is the term
which is also associated with the cultural as well as communication where people are usually
belongs to different culture, nation or background. In addition to this it usually consist of various
factors such as attitude, skills, knowledge along with the support shows to the behavior &
communication which is more appropriate in intercultural interaction in context to various other
countries. Therefore, it is very crucial for the business organizations to examine the behavior of
customers, their culture and customs before offering them services. As a result this will help in
enhancing the experience of customer which as a result directly affects the image of organization
at the international level.
In this context, two famous countries are selected which are China and UK in order to
examine their culture, language, custom as well as background. Individual from these countries
have their own culture which is quite essential for Travelodge to understand it before providing
them services and gaining positive response from them. Along with this, they must consider
there background and customs in an effective manner which have direct impact on the growth
and development of the Travelodge Hotel and assist them in order to grab competitive