Hotel Handbook Report: Managing International Guest Experiences

This report provides a comprehensive analysis of a hotel handbook designed to guide staff in managing guest service experiences, particularly for international visitors. It focuses on the Hilton Hotel and examines the cultural differences, customs, and behaviors of guests from the United Kingdom and Japan. The report highlights the importance of adapting service styles to meet the specific needs of each cultural group, emphasizing the need for sensitivity to differing expectations regarding welcome protocols, service delivery, and preferred activities. It details how the Hilton Hotel tailors its handbooks to reflect regional cultural nuances and provides a table of 'Do's and Don'ts' for hotel staff to ensure optimal guest satisfaction. The report stresses the significance of staff training and the role of handbooks in maintaining a high standard of customer service within the competitive hospitality sector. It stresses the importance of the handbook in maintaining a high standard of customer service within the competitive hospitality sector and the implications of failing to adhere to handbook guidelines. The report also underscores the necessity for hotels to continually update their handbooks to reflect changing cultural trends and behaviors, ensuring the best possible guest experience.

HOTEL HANDBOOK

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Hotel Handbook...........................................................................................................................3
Table of “Do’s and Don’ts” for hotel staff..................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
A hotel hand book always helps to different employees and staff of a hotel for
systematically doing their job on the basis of hotel’s instructions, guidelines and rules &
regulations. Most hotel businesses within all around the world has created their respective
handbooks for informing their employees about what should do and what should don’t. After
knowing what should do and what should don’t, hotel staff enable to provide their best services
to different customers. This report discusses the hand book of Hilton hotel. The Hilton is a
popular hotels and resorts brand, headquartered in Virginia, United States. This is organisation of
hotels and resorts currently runs its business operations in all contents, America, Europe and
Asia etc. The speciality of Hilton hand book is, this hotel has created different hand books for
different regions and countries on the basis of existing cultural values and tradition. There are
Hilton’s hand book discusses on the basis of two countries, first is European country the United
Kingdom and the second is Asian country Japan. The Hilton has two different hand books for
these two different countries.
MAIN BODY
Hotel Handbook
Currently the Hilton hotel operates its business operations within many countries, so that
employees and staff of hotel responsible to follow the instructions of handbook which has
provided by their respective hotels (Nwosu and Ogunyemi, 2020). For example; employees who
works within the Hilton hotel UK responsible to follow hotel handbook of UK only, on the other
side, employees who works within the Hilton hotel Japan responsible to follow hotel handbook
of japan only. It is necessary to provide the best experience to different international visitors.
Basically, top-level management of Hilton hotel has developed its handbooks on the basis of
existing country’s culture, tradition, customs and behaviour. On the other hand, this hotel has
succeeded in making different handbooks as well, because currently it has very large market
share within the global hotel industry. Most international visitors, tourists or people like to stay
within Hilton hotel. In every certain time period, top-level management of this hotel always takes

different steps towards more developing and improving its handbooks which it uses in different
countries or regions.
According to the management of Hilton hotel, development and improvement of
handbooks within every certain time period is very necessary task to hotel, because market
trends, cultures and behaviours always changes, so hotel always adds new trends, cultures and
behaviours within its handbooks for making its customer service more excellent. For example;
few months ago, managers or staff of Hilton hotel, UK was shaking hand with different visitors
and customers in the terms of welcome, but after coronavirus (COVID 19) people are avoid to
shake hand with others for protecting themselves from infection (Belias and Varelas, 2019). So
that, now employees or staff of Hilton hotel not able shake hand with different customers in the
United Kingdom for welcoming. In this situation, top-level management of hotel has added new
Asian welcome culture in its UK hotel’s handbook, because by following Asia culture,
employees or staff of Hilton no need to shake hand with customers or visitors for welcoming.
However, currently most hotel brands within all around the world has taken steps towards adding
Asian welcome culture within their handbooks just because of stopping spread of coronavirus.
On the other side, staff who works within the Japan’s Hilton hotel need to continue welcoming
visitors by following their previous manner.
Currently international visitors visit Hilton hotel of the United Kingdom for getting the
proper stay, in which existing employees or staff of this hotel has required to systematically
provide them the best experience. When HR department of this hotel hires different people
within its business environment as employees, this department of hotel provides this handbook to
each new employees or staff to properly learn about what should they can do and what don’t. On
the other side, this company divided its staff in different teams as well, so that leaders of
different teams also responsible to aware its team members and employees for following the all
instructions of the provided handbook. In this handbook, upper management of this hotel has
mentioned common things also to an employee, like; how to behave with person who is first time
visiting in the hotel and how to behave with people who is a regular customer of this hotel (Su,
Mariadoss and Reynolds, 2019). In this handbook, the management has included some big factor
as well, like what should do in the emergency situations, how to deal with different problems

within the workplace etc. This is the main reason that, any staff can easily able to provide the
best experience to a customer or visitor of Hilton hotel.
According to the Hilton hotel’s policy, that employee or staff can be quickly terminated
from the organisation who not performs on the basis of handbook within the workplace. This is
really very strict policy, because if any employees work without considering handbook, then it
can negatively affect to the brand image of this hotel at the international level. According to top-
level management, handbook has provided a specific path to different employees or staff for
providing the best services to customers. A handbook mainly contributes in improving the levels
of customer service of the Hilton hotel, that’s why hotel’s upper management takes handbook
very seriously, and mostly takes steps towards more and more developing its handbook.
Currently there are very high competition within the global hospitality sector, in which this
hospitality business responsible to provide quality services to customers with the support of
handbooks, because hotel’s handbook influence staff for serving customers in vert perfect
manner (Bunakov and et.al., 2018). When anyone compare the handbook of Hilton hotel (UK)
with the handbook of Hilton hotel (Japan), then it enables to know that, these both handbooks are
something different from each other.
While making or developing this handbook, existing management of this hotel has
considered lots of factors and aspects. For example; the management is preparing a handbook for
its Japan operations, so that it responsible to properly consider the Japanese cultural differences,
customs, moral values and behaviour of local people. There is welcome style of Japanese people
is completely different from the western countries. So that, while preparing handbook for Japan’s
operations, the management should include the way of welcome for its employees or staff.
Currently most employees of Hilton hotel (Japan) belong to existing country Japan, so hotel
should mention in its Japan’s handbook about how to deal with an Asian visitor and how to deal
with a western visitor when they have visited in the hotel (Japan). On the other side, the
management of Hilton need to repeat this same procedure while making preparing the handbook
for its UK’s hotel operations as well.
On the other side, there are different employees and staff of Hilton hotel within both
countries are responsible to properly follow all factors which has mentioned by the upper
management of hotel within the handbook (Liu and Mattila, 2017). It is very task to the

employees of hotel, because when work according to the hotel’s handbook, then they existing
hotel will be able to gain excellent customer base within the international industry of the
Hospitality. Top-level management of Hilton hotel believes in providing the best training and
development sessions to its different staff or employees. In these training and development
sessions, Hotel’s administration authority tries to aware staff about key importance of handbook.
According to many experts and specialists of hospitality industry, currently no hotel can run its
business operations easily in the market without creating an effective handbook. This is the main
reason that, upper management of this hotel should be always focused on maintaining an
effectiveness within its handbook.
In this modern world, international traveling become very simple and common, because
currently an ordinary person of any country also can visit any country simply by following just
legal formalities (Razumova, Rey-Maquieira and Lozano, 2016). In this situation, there are
thousands of visitors visits within these both countries the United Kingdom and Japan. So that
Hilton’s staff and employees with both countries should properly follow different aspects of the
handbook. Basically, Hilton hotel has informed staff about cultural differences, behaviour and
customs of various visitors. The main aim of Hilton hotel behind making handbook is to enable
its staff for providing that kind of services to various visitors which can make them fully satisfied
and well experienced.
Hand book provide all different cultural differences at such locations. UK and Japan have
many cultural differences due to different cultures and social values at both the places. British
peoples and visitors are more open and modern background. In UK people are more open
towards new cultures and traditions. In case of Japan people are more reserved in its own cultural
values and beliefs (Roy and et.al., 2018). Hand book has shown to all the employees of Hilton
Hotel that visitors from United Kingdom are very much modern as compare to visitors come in
hotel from Japan. They are keener towards culture and very much rooted in its own cultural and
traditional values and beliefs. Due to open mindedness and open nature towards new traditional
values and beliefs travellers and guests from United Kingdom are very enthusiastic towards
trying out new services Hilton Hotel serves to them. People from United Kingdom feel positive
in respect to any new service offer by the hotel. These guests give motivation for the hospitality
organisation in trying modification in the services of hotel as compare to the travellers from

Japan. In case of customers from Japan the services are more traditional hospitality services
Hilton Hotel offers as they do prefer to try out only the standard hospitality services. In case of
United Kingdom customer base sports is also a product segment that gets to offer as people from
UK are very gaming enthusiasts.
Hilton Hotel serves services like sports area like Golf in its hotel (Bhimasta and Kuo,
2019). This service offers to travellers from UK in most of the cases as compare to customer
from Japan these services do not get to offer to such customers. The product portfolio for both
the guests is different. As they prefer more entertainment customer comes from UK as compare
to people from Japan, they prefer to be more silent in nature. Hilton Hotel always likes to give its
services on time but in case customer is from Japan the time becomes more crucial. Customers
from Japan do not like the late delivery of any service. The hotel management mention in its
handbook that in case of customer from Japan the timely services would be the utmost priorities.
This creates a positive impact over the customers from Japan.
Table of “Do’s and Don’ts” for hotel staff
Do’s Don’ts
 Follow the all instructions of
handbook which has provided by
Hilton Hotel.
 Don’t take any action within the
workplace without taking permission
of own respective leaders and
managers.
 Communicate in very well manner
with different people of hotel, like;
other employees, senior manager and
leaders.
 Avoid to conduct different unethical
and informal attempts in the
workplace, like; politics.
 Always maintain own personality on
the basis of hotel’s eligibility criteria.
 Don't ignore any visitor’s requirement
or demand within in the hotel
(Bahadori-Jahromi and et.al., 2017).
 Be enthusiastic to participate with
different learning and training &
development programmes.
 Don’t harass and abuse other staff on
the basis of their caste, religion,
culturally different and colour.

CONCLUSION
This report has projected the differences between customers from Japan and customers
from United Kingdom. The handbook of hotel is all about the preferences hotel must take in
order to serve its customers. The handbook is more like a guiding tool for the employees of the
hotel while serving the services of hotel. The handbook guides employees in serving the best
possible services to all customer visits the hotel. Customers from United Kingdom are more
modern as compare to customer from Japan. The handbook has also mentioned that in case of
customer from United Kingdom they are more enthusiasts towards sports and playing games. In
case of customers from Japan they are very calm and composed and likes to prefer only basic
and standard services of hotel.

REFERENCES
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