PART_B_dom


 * Part B- Putting Your Travel to Work in Industry**

A potential difficult situation or cultural misunderstanding that could take place within your work place with:
 * //An international visitor-// prolonged eye contact with Asian guests creates a tense situation. They’ll perceive you as rude and inquisitive.
 * //A staff member from a different background-// language barrier could lead to a break down in communication and misunderstandings.

The five other aspects of complaint handling and how you would use them to resolve your situation:
 * 1) Listen: handle complaints promptly, sensitively, courteously & discreetly
 * 2) Acknowledge: establish the nature & details of the complaint
 * 3) Respond: advise the customer of the course of action to be taken to resolve the complaint
 * 4) Take action: resolve the complaint to the customer’s satisfaction
 * 5) Report: refer complaints to a higher authority if you cannot resolve situation
 * 6) Follow up: complete necessary documentation

These aspects of complaint handling are effective in resolving any type of cultural misunderstanding or difficult situation between international guests and/or employees from different backgrounds. Listening is the most important aspect, as you need to give theguest/employee a chance to talk and explain their side of the story. Then, with their thoughts and feelings in mind, you can then act upon the situation. It is then with the other aspects that you act responsible and professional in handling the situation and making the guest/employee feel at ease. It is very important that you apologise on the company’s behalf. Taking follow-up action will ensure or prevent the situation or misunderstanding doesn’t happen again in the future, as you make note of it and inform other employees.

Knowing how to deal with customers and colleagues with cultural and social differences applies to the following areas:
 * //Forms of address & levels of formality-// addressing the customer formally at all times, knowing not to address them by their first name. An important factor is not to invade their personal space; some may not like you to shake their hand.
 * //Work ethics-// working to the highest possible standard to ensure the very best for your customers, make them feel at ease
 * //Personal grooming-// look professional, act the part at all times. Look mature
 * //Family obligations-// i learnt that each country's cultures have different family obligations
 * //Religious holidays-// must be aware of the different religious holidays within each culture
 * //Customs-// each culture has different customs, beliefs and traditions that makes them unique from other cultures.
 * //Special needs-// cater for those who have special needs or requirements for example age, disability, diet, type of visit

All of the above will ensure a return of your customers and a happy working environment for your colleagues. This assists in ensuring your hotel is different and outstanding than that of competitors and is profitable.


 * Bibliography:**

§ http://www.braziltourism.org/ § http://www.flightcentre.com.au/destinations § Brazil: Advanced Case Studies, Paul Guiness, 1998, page: 125. § Tempo Holidays travel book 2007: Latin America, various pages used
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