hayden_part_b

An example of a difficult situation or cultural misunderstanding that could occur within my workplace in regards to: __An International visitor__ A Japanese guest at the hotel has paid for a 3 bed suite and has been placed in a single room by mistake. He does not speak very good English and is becoming very frustrated with the staff at reception. As the hotel Manager, I step in and take the guest aside. I ask him what the problem is, being sure to speak slow and clearly to the man also using body language to show the man that I understand what he is saying. Maintaining good eye contact with the man in a non-threatening way. I apologise for the inconvenience to him and assure him that there will be a room ready for him soon. I follow it up soon after to make sure that his needs have been met. __A staff member from a different background__ A Indian fellow employee at the hotel is working porter, I ask him to take a guest up to their room with luggage and he forgets to do it, 15 minutes later the guest is still waiting. I have to find him in the hotel and remind him, he says he didn't hear me ask him. After he takes the guests up, we go and have a talk about what happened in the office. It's then that he tell me that often he can't understand my accent. I acknowledge the problem and thank him for bringing it to my attention. I tell the employee that I will take greater care and speak to him clearer in the future. As time goes by I ask him if it has been easier to understand me since we spoke about the issue and he is says, "Yes". I also can see that he has become a more efficient and happy worker because of the issue being addressed, and hope that he feels confident enough to tell me of any other concerns around the workplace in order to opertate the hotel more efficiently whilst keeping the guests and employees happy. __5 Aspects of complaint handling__ My background, including my heritage, experiences and lifestyle define my individual culture. Over the years I have learned when it is appropriate to speak in a formal or informal manner, because I understand that everyone is different and each are accustomed to a certain level of service or professionalism. I understand the importance of keeping a high standard of personal grooming, as this is a reflection of my attitude toward the job and the company I am working for. Other staff in the company may be used to different policies regarding grooming, and each person should be shown respect. I understand that some cultures are very family orientated and it may sometimes conflict with time at work, it is important to be flexible about these situations and work out an appropriate compromise with all parties concerned when possible. This approach should also be used when a person has a personal cultural belief and must take time out to perform practices. Some people need to be met with certain needs, whether they have a physical disability, allergic to something, or are just particular about a service they require. It is important to empathise with them and ensure that their need are met. Hayden Aust
 * Part B**
 * 1) Establish the nature of the complaint
 * 2) Acknowledge the problem
 * 3) Indicate what action will be taken
 * 4) Do what you say you are going to do
 * 5) follow up