Aide Memoire: Managing International Guest Experiences for Hotel Staff

This report provides an aide memoire designed to assist hotel staff in managing guest service experiences for international visitors, specifically focusing on cultural differences and customs. The introduction highlights the importance of the hospitality industry in the UK and the need to satisfy international customers. The report covers key aspects such as managing guest service experiences, do's and don'ts for hotel staff, and identifying cultural differences, customs, and behaviors of guests from countries like the US and Australia. It emphasizes the need for personalized service, attentiveness, and responsiveness from staff. The report also discusses the importance of taking guest feedback, providing complimentary services, and utilizing technology to enhance guest experiences. The conclusion summarizes the findings and reinforces the importance of respecting cultural differences and providing excellent service to international visitors. The report also underlines the significance of staff training and development programs to enhance service quality and guest satisfaction.

AIDE MEMORIAL
FOR HOTEL STAFF

Table of Contents
INTRODUCTION-..........................................................................................................................3
Produce an aide memoire for hotel staff to help manage the guest service experiences for
international visitors-..................................................................................................................3
List of international countries and identified key cultural differences, customs and behaviour 4
Do's and Don't for staff of the hotel...........................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION-
Aide Memoire means to An aide memoire is something such as a list that you use to remind you
of something. Hospitality industry of UK is on the rise and id now the fourth largest industry of
UK. Most of the jobs in UK are generated by this industry so they needs to be satisfy more and
more customers specially those who are international customers. The report covers questions
such as manage the experience of guest service for international visitors, do's and don't for the
staff of the hotel and provide a list of countries and identification of cultural differences,
behaviour and customs of people.
Produce an aide memoire for hotel staff to help manage the guest service experiences for
international visitors-
It is very important for hotel staff to render the great services to the visitors and guest.
They must provide the extraordinary services to their guest so that they get impressed and
encouraged to visit the hotel again. The hotel staff must treat the international visitors from
Australia and US like VIP. Staff must be responsive, attentive and must have sense of urgency to
their guest. They must provide personalized service to the staff so that they could render each
guest with their specific needs and demands. The guest must be warm fully welcomed and
attendant by hotel staff. Hotel staff must take feedback from their guests so that they can know
where they are lacking. (Morrison, 2016) The staff of hotel must be attentive towards the guest
so that they can render the best services to guest according to their needs and services. (Findley
and et.al., 2019.) This is helpful for the hotel to provide the international visitors with satisfied
services. The staff of hotel can provide the complimentary gifts and services to their visitors so
that it is helpful for attracting the guest. The complaints of guest should be patiently listened so
that they can get to the complainants and further solutions could be found for that and check
whether guest must be satisfied. They can also engage with the guest on social media so that they
can be feel valued and they must get through the needs and demands of the visitors and provide
them facilities and services according to that which helps customer in getting the awesome
experience with the hotel. The repeat guests can be rewarded by the hotel so that this also let
guest feel valued and recognized by the hotel staff. (Perz, 2015.) They can be welcomed with
their names and further the welcome drink and cookies could be provided to them, as
complementary treat. The room of international visitors could be upgraded so that they could be
provided with the amazing experience again. They will enjoy this VIP treatment by the hotel.

Taking instant feedback from guest by the hotel staff is must necessary so that they if guest have
any problem with anything than it can be sought on the spot and guest fell satisfied and
encouraged to visit again to hotel. (Gaddy Hall, 2015)
This can be done by keeping track of guest preference with the help of property
management system of hotel that includes place to enter guest notes. This can be done for the
repeated guest as they had visited the hotel before also so there memories and moments are being
kept by the hotel staff. The all guest preference should be monitored by hotel staff which
includes the mentioned allergies, feather pillows, personal interest notes in passing. Along with
this the customer relationship management software can also be used by hotel to develop the
detail profile of guests. It is helpful for staff in automating their communication with the guests.
For delivering the great service to customers they can use chat bots and messenger so that they
can immediately responds to guest and can render the service quickly to guest. Cashless payment
system should be used by hotel for the guest which is convenient and efficient for hotels and
guest as well. Proper training and development program must be given to hotel staff on the
weekly basis so that they can render the best service experience to the international guest and
visitors. The guest can enjoy the amazing service which is provided to them by the hotel staff.
(Hotel and Lansing, 2016.)
List of international countries and identified key cultural differences, customs and behaviour
Hotels of UK must respect the culture of their clients specially of those who are from
different countries so that people who are coming to visit the facility and the country must give a
good word of mouth to different countries. Most of the people who visit UK are from US and
from Australia and for respecting their culture they need to first understand their culture. Culture
of America includes privacy, equality, liberty, individualism, self government and time. Hotels
of UK need to give them their privacy and don't disturb them unnecessarily because unless they
give them their space they won't feel convenient. People of US feel that no one must be
mistreated so staff of the hotel needs to treat them equally irrespective of their race, caste, gender
so that they can feel satisfied. People of US wants no restrictions which does not make sense as
their culture is very lenient and free and putting restrictions in the hotel such as come on time or
any other issue will make them think to visit their place. If these standards and principles of the

people are not addressed then it will impact on the tourism of the country in a negative manner.
Apart from this there are many customs of people of US which needs to be addressed such as the
cab of the hotel must be always cleaned from behind as those people never sit on the front of the
seat in a cab. They prefer reaching on place in time so that hotels must prepare their booking
according to their needs so that when they arrive nothing is missed which would give them the
wrong impression. People of US tend to get over frank even at the outer premises so even if the
hotel doesn't like it they need to respect that. Coming on to Australia one advantage of having
visitors from them is that they don't have a fixed uniform culture in fact most of it is similar to
the culture of UK. (Presley, 2018.) The reason behind this is that most people who live in
Australia have migrated from different countries and mostly from UK since the late 18th century
at the time of colonization. The culture of Australia is known to be diverse. According to Census
there are over 500 different clan groups of people. Sometimes it is easy for UK to treat them as
their culture is similar to them but sometimes due to their indigenous population it creates a
difficulty for them to judge and it creates difficulty for the staff of the hotel. As the measures
they take can sometimes disrupt them and make the clients angry and unsatisfied. On the
contrary staff of hotels of UK don't have much problem in dealing with the people who came to
visit and stay from Australia but it is a problem for them to deal with the people who come visit
and stay from US. The reason is that their culture is very much different from the culture of UK
and dealing with the Australians is easy because most of their population is immigrated that
makes it to follow the mix culture which the staff of hotels in UK can deal with. (McCrea, 2016)
Do's and Don't for staff of the hotel
Whether the staff of the hotel is dealing with the people of US or with people of Australia
or any other country they must provide them with these facilities such as if the individual is
demanding for an isolate room then the hotel must allot that room in his name and give him the
privacy he want. Security measures need to be taken so that luggage and expensive things which
people bring at the time of hotel don't get stolen and the reputation of the hotel don't get affected.
For the security measures they need to keep the cameras updated in the hallway outside the
rooms and in the parking so that every registration no. of the car can be recorded. If the guests
have put the sign of DND outside the gate then they must not be disturbed for things such as
room service or housekeeping as hotel can do this when the clients asks for it or when they have
left the place. If they are asking for anything in extras such as towels, napkins or change of

sheets or something related to sanitary then those needs must be addressed. (Staff, 2019) If the
staff of the hotel get into a conflict with someone even if it is not his mistake then also he or she
must be the one to apologize first and settle down the matter so that it does not make a fuss about
it. The hotel must ask for providing them the facility of cab service in case if they want to go
somewhere and charge for that service accordingly. Many of the clients ask for a wake up call in
the morning and manager must remember it because it can be important for the client to attend a
meeting in the morning and get ready and prepare for it. (Poole, 2019. ) If they miss it then it will
lead to a conflict and affect the reputation of the hotel. Managers of the hotels must provide the
staff with notes which includes all the needs and wants of the customer and the tips that they
need to follow in order to satisfy the customer and not take any false steps which can dissatisfy
them and affect the image of the hotel. Overall this will also help to increase the overall tourism
industry of the country. Manager can check and take the feedback from the customers about their
stay and what did they like and dislike, what they want to change in their working pattern so that
they can change the pattern of working which they don't like as it will help them to improve the
customer base and a good word of mouth in the market. These consumer handling training must
be ensured in every hotels as there are many customers who visit and come to stay at the place
from international borders and if they are not treated in the perfect way possible then it will
affect the reputation of the hotel not only inside the country but outside of it too. (Jones, 2019)
CONCLUSION
From the above studies it has been concluded that hotels in UK respects the culture of US and
Australia and treats them according to it so that they can satisfy them. They have to keep the
culture of them in their mind because most of the people who visit UK are from US and
Australia. From the report it has been discovered that staff of the hotels face a lot of problem in
dealing with the customers who come from US rather than with those who come from Australia
as the culture of US is different and culture of Australia is a lot similar to UK. The hotels in UK
take every precautionary measures so that the room of the customers are prepared before their
arrival and proper security is kept in the premises of the hotel so that their things don't get stolen
and affect the image of the hotel. Apart from this it will also lead to rise a conflict between them.

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