Part+B-clare

Part B- Putting Your Travel to Work in Industry

Difficult situation / cultural misunderstanding:

a) An international visitor: A visitor from Germany has come to stay at the hotel; concierge came to take his bags to his room. While on the way the concierge made a friendly joke, the German didn’t understand this humour and got quite angry about the joke.

b) Staff Member from a different background: A new employee has started working at the restaurant, he is Indonesian. While you are serving customers, you notice that his hat is sliding over his eyes while his hands are full. You offer some assistance and with your left hand, touch his forehead and move the hat off of his eyes. The man starts yelling at you not to touch his head and how you dare you do such a thing.

Using Listening Skills effectively:

First thing I would do is ask an open question that would prompt an answer that may explain why they have reacted the way they have e.g. “What seems to be the problem” or “How may I help you?” When the person begins to explain themselves, do not interrupt them, my body language should show attention and interest in what they are saying. I will prompt them if necessary to find out more information, but not too often. Using words such as “mmm…” and “yes, I see” to show the person that I am interested in what they’re saying and that I care. Allow silences to occur, thus allowing the customer to explain the situation in their own way. I would make sure to use positive body language the whole time e.g. nodding, hands in relaxed manner, maintain eye contact etc. and avoid using negative body language such as putting my hands on my hips.

Complaint Handling Steps:

1) Calming the customer: I would take the person aside if necessary and calmly show that I am interested in their problem and that I am willing to do what I can to help. This will hopefully in turn, calm them down and allow them to open up a little more about the situation.

2) Providing feedback: Once I am sure that they are finished explaining, I would recap the points back to them, this assures them that I did listen and that I understand what they are trying to say, and why they reacted in that manner. This would also include showing empathy towards them, therefore appreciating how they feel. If an apology is in order, I will give them one.

3) Decide on course of action: I would run through some of the available options, things that I can do to help compensate for what had happened to make sure that there are no hard feelings, also making clear the things that I am unable to do in that particular instance. Discuss with them, which action would be most appropriate for the situation, and make sure they are happy with the decision.

4) Take action: After taking the appropriate action inform the customer of the outcome. I would make sure to always keep the customer informed with all action that I take whether it is immediately after the incident or at a later time. Then I would inform the appropriate person/s about what has happened, again informing the customer. Make sure that after the action is taken, that the matter is settled and that they are happy with the action I took and the outcome.

5) Complaint / incident report: Depending on the outcome of the situation I may also need to complete a complaint or incident report and hand it in to my employer.

Cultural Experience in the Workplace:

My cultural experience in Italy has taught me a lot about their culture and their varying social differences. I now know that Italians do not mind touching or being close to people, therefore when greeting them I would most likely offer a hand for a hand shake. In commuting with them, I would be professional but not cold, I would tend to be lighter hearted. I would be efficient in my work ethic but would make sure that the guest is looked after well. I will have good personal grooming standards at all times, in accordance with my place of work. I will take into account that Italians have a very strong bond with their families and respect their reasons for putting family obligations ahead of small commitments to work. Any religious holidays, most likely being on for a Roman Catholic religion such as Christmas etc, must be taken into account when doing rosters or celebrations. I will be aware of Italian customs, such as if we are having an Italian wedding reception at our hotel or function room, they may as a custom, smash a glass so health and safety precautions are to be put into place. Italians don’t really have any special needs, but we need to accommodate for any that may arise.