Putting+Your+Travel+to+Work+in+industry

A) AN INTERNATIONAL VISTITOR: Muslims men find it offensive to see a woman in a bikini and Muslim women have to be fully clothed when they go swimming.

B) A STAFF MEMBER FROM A DIFFERENT BACKGROUND: From some back ground men do not clean or do caring roles. That is left for the women to do.

EFFECTIVE LISTENING SKILLS
 * Make sure you are looking at the speaker and focusing on them
 * Give feedback with gestures such as nodding our head
 * Use facial expression that indicate you understand

LIST 5 APSECTS OF COMPLAINT HANDLING: Steps for handling a complaint 1) Calm the customer/staff first if necessary
 * a) calm down the visitor by sitting him down and taking him to a private room
 * b) Take the staff member to you office, sit them down to calm down.

2) Listen Carefully to complaint without interrupting
 * listen to both customer and staff carefully on what the complaint is

3) Provide feedback and respond to customers/staff with understanding and concern 4) Describe the best course of action 5) Take action to resolve the complaint 6) Complete a complaint or incident report
 * a) Understand that he is Muslim and be passionate towards his culture
 * b) Understand the nature of where he came from and why he will no do a certain task
 * a) If the customer wishes to swim and not be offended by the women in bikini’s you may offer time slots where the pool is not busy and most likely the couple would have the area to themselves or ask the women to wear a hotel bathrobe to swim in the pool
 * b) Re-discuss their job description with the employee. Explain that both men and women do the same job but if he is very sensitive to some will roster him on another area.
 * a) Take client up at designated time and make them comfortable for their swim. If people are still there then you will close the pool for an hour each day they are staying so they can swim in peace
 * b) Oversee how the employee goes working in the cleaning and caring section and if he still is sensitive roster him to another area
 * complete incident reports on both so you can then conduct a report and further ways of dealing with this in the future

WORKING AND HELPING WITH CUSTOMERS AND COLLEGUES WITH CULTURAL & SOCIAL DIFFERENCES

FORM OF ADDRESS: Be aware of how to address different people of a different rank or gender. Always be polite in address and most will respond in the same LEVELS OF FORMALITY/INFORMALITY: Always use appropriate language in workplace and never become informal like you are outside the workplace at home WORK ETHICS: Just communicate and understand each others differences PERSONAL GROOMING: To always come groomed as the industry has asked and to help be clear to all staff what grooming is expected in Australia and to help all employees achieve this FAMILY OBLIGATIONS: Family and social obligations are frequently culturally based. It is important to understand each others difference but to remember when coming into the hospitality industry that they run nearly every day of the year and to just make sure you communicate with your employer when you have certain obligations RELIGIOUS HOLIDAYS: Should be marked on the calendar of the business and members of staff make a note of when they are obligated to take those holidays off due to their beliefs CUSTOMS: There are a variety of religions and cultures that all have different customs to Western culture. It is important to understand all religions so when coming into contact with customs you will be equipped to deal with their specific needs SPECIAL NEEDS: There are a variety of special needs within the community from disabilities, to women and children, dietary requirements and customs. Initiative, sensitivity, flexibility and attention to detail will contribute to helping guest with special needs