Alice+Part+B

=An International Visitor=

A potentially difficult situation could arise with a Japanese visitor in the Hotel. The Japanese people do not like people speaking to them in a loud voice, as it can be seen as aggressive, and do not like being spoken to slower than usual. If the guest came into the hotel and someone did not hear them the first time and proceeded to speak louder and slower then the guest could become offended.

It is best in these types of situations to repeat yourself at a normal speed with a soft voice.

=A Staff Member From A Different Background=

A potentially difficult situation could arise if a staff member who speaks English as a second language was put on the telephone operations within an establishment. The people phoning into the hotel might not be able to understand the staff member on the other end of the phone and this could result in some conflict between both the guest and the staff member.

In situations like these the Manager or person in charge should re-evaluate the suitability of the particular staff member to the job of telephonist, and offered another position in a different sector of the hotel. If this is undertaken with tact and understanding the staff member should not come out of the situation feeling offended.

=My Cultural Experience=

When working in any establishment there should always be the highest levels of Personal Grooming, Work ethics, and levels of formality. When it comes to forms of address the customer should always be addressed as Mr/Sir/Dr/Ms/Miss/Mrs [Last name]. If the guest likes informality in the ways in which they are spoken to then this is acceptable but only if the guest feels comfortable with it. Staff of any workplace need to be informed of any religious holidays or celebrations that may require special attention, and the same applies for any different customs or special needs of any guests.