Part+B_Man+Ki+Lee

Part B A Potential Difficulty Situation or Cultural Misunderstanding with an International visitor- Culture Difference

__Effective Listening Skills to Determine the Specific need__ If the visitor is from Middle Eastern culture, I will be listening to him/her with concentration and listening to him/her carefully about their needs. I will give them strong eye contact and I will never put my hand in pocket. I will avoid any physical contact but give them close personal space to each other. If their need is asking about which restaurant can have good Australian food and they don’t want to go too far. I will suggest him/her to go to our hotel restaurant. If they agree, I will make booking for them to give them high service standard.

A Potential Difficulty Situation or Cultural Misunderstanding with a Staff Member from Different Background- Language Problem

__Effective Listening Skills to Determine the Specific need__ If one of my staff members is having a language problem and I found it hard to communicate with him effectively. I will try my best to concentrate on what he says and ask him to repeat what he says if I don’t understand or ask him questions to confirm what he means. I will try my best to help him through his work and my work to work as a team. Also, we can try to use simple English or body language to help understand each other. If there is other colleagues can speak his language, I might be able to ask for the colleagues help.

__Other Aspects of Complaint Handling__ 1. **Express Concern and Empathy**- Our concern must be sincere and appropriate to the complaint. We have to express concern for their wellbeing and empathise with their discomfort. For example, if customer’s name is spelled wrong, we have to apologise with empathy but we can not react like its very major problem. 2. **Take Responsibility**- We has to be responsible with the problem even we did not cause it. We have to avoid blaming another person and we have to be responsible to fix the problem. Even we know it is nothing we can do other then reporting it to our supervisor but we still have to show customers we will be responsible for the issue. For example, a customer didn’t like a meal he is served, then we have to apologise and give him suggests like ‘ Would you like me to ask the chef to cook you another one, or would you like me to show you the menu so you can order something else?’. Use appropriate response, 3. **Indicate What Action Will Be Taken**- If the problem is small we can fix it ourselves and let the customer knows we can fix it immediately. If the problem is big or same problem repeat happening we just have to report to our supervisor to let supervisor to fix the problem. For example, problems relate to legal or financial concerns. 4. **Take Action**- When a customer makes a complaint they wants us to fix it now. So we have to take action straight away after knowing what to do. If it is small problem we can fix it ourselves and let customer know immediately. If the problem is big and we can’t fix it ourselves we have to contact our supervisor straight away. 5. **Follow up**- Customer would expect us to follow up on the problem to make sure it is solve fully. We have to make sure the strategy to fix the problem is done in all parts. If the problem relates to another department’s job we have to make sure they have done their parts.

__How My cultural Experience in Spain Would Help Me In The Workplace__
 * Forms of Address-** Spanish are formal people. They like high standard of service and they will preferred staff to talk in a high and clear voice and tone. They preferred high standard grooming, especially in a 5 star hotel.
 * Levels of Formality**- Their level of formality is high. They expect high standard of service and food quality. They like staff to be very polite and talkative. They always prefer to be called by their name.

An hour-long mid-afternoon break from work—is generally in decline, the typical rhythm of the day in Spain is now similar to the European norm. Many shops and some museums still split their hours into two distinct periods of opening with a two or three hour break in the middle. The dinner hour is the latest in Europe, typically about 10 p.m.; night-life begins accordingly late, with many dance clubs opening at midnight and staying open until dawn. Many Spanish probably expect late life or late supper so it is good to notify them room service and places of night life.
 * Work ethics**


 * Personal grooming**- Their expectation on personal grooming is very high. They expect staff to dress up professionally to provide their confident about the service and star rating of the hotel.


 * Family Obligation**- Spanish like to have family gathering too. If family travelling together they will like to have family dinner together in a busy restaurant to feel the crown. The restaurant might not have to be expensive.


 * Religious holiday**- ‘Feast of St. Ignatius Loyola’ is a Roman Catholic holiday in Spain on 31 of July. This special date is to memories a very important person in the Roman Catholic history. For catholic travelers from Spain might be a good idea to give them direction to the Catholic Church.


 * Customs**- Music and dance are a very important customs for Spain. A lot of Spanish tourist will still want to go for Latin dance in Australia. So for Spanish tourist we might be able to show them direction of Latin dance club.


 * Special Needs**- For Spanish Visitor, we might have to notify them the closing hours of shops and shopping mall because in Spain shopping mall close in late hours about ten o’clock at night but in Australia shops close quite early.