- good service needs cultural knowledge
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Communication
1. Languages & Accents
- Guests speak many languages
- Different accents can be hard to understand
- Use clear pronunciation
- Repeat if guest does not understand
- Avoid speaking too fast
- Gestures can mean different things
2. Simple & Polite Language
- Speak slowly
- Use short sentences
- Choose easy words
- Avoid slang or idioms
- Always be polite
- Say “please” and “thank you”
3. Avoid Misunderstandings
- Listen carefully
- Repeat information if needed
- Ask guest to confirm
- Use simple questions
- Stay calm and friendly
- Clarify if something is not clear
4. Explain Rules & Services
- Explain step by step
- Use simple words
- Show with examples or pictures
- Be patient with questions
- Repeat important points
- Make sure guest feels comfortable
5. Non-Verbal Cues
- Eye contact (different meaning in cultures)
- Smile to show friendliness
- Use open body language
- Respect personal space
- Watch hand gestures
- Notice guest’s tone of voice
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Communication
In hotels and tourism, communication is very important. Guests come from many countries. They have different languages, accents, and body language. Staff must understand this to give good service and make guests feel welcome.
First, languages and accents can be difficult. Some guests do not speak English well. Others speak with a strong accent. Sometimes staff and guests cannot understand each other. Gestures can also be different. A hand signal can mean “good” in one country but “bad” in another. Staff should listen carefully and speak clearly.
Second, staff should use simple and polite language. They should speak slowly and use short sentences. Easy words are better than slang or difficult expressions. Saying “please,” “thank you,” and “sorry” shows respect and kindness.
Third, misunderstandings can happen. Staff should repeat information if needed. They can ask guests to repeat or confirm. If something is not clear, staff must explain again. Being calm and friendly is always important.
Fourth, hotel rules and services must be explained clearly. Guests may not know local customs or hotel systems. Staff should explain step by step, give examples, and repeat important things. Patience makes guests feel comfortable.
Finally, non-verbal communication is important. Smiles, eye contact, and body language are different in cultures. Staff should be respectful and careful.
In conclusion, understanding cultural background helps staff avoid problems and give better service.
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Vocabulary:
1. an accent – the way a person’s voice sounds when they speak, often from their country.
2. body language – the way you move your body to show feelings, without words.
3. to make guests feel welcome – to help guests feel happy and comfortable in your hotel.
4. a gesture – a movement of your hand, head, or body to show something.
5. polite – showing good manners and respect to people.
6. slang – informal or “easy” words people use, not always correct.
7. an expression – the way you say something with words or your face.
8. to show respect – to be careful and kind to other people.
9. kindness – being nice and helpful to other people.
10. a misunderstanding – when someone does not understand something correctly.
11. to repeat information – to say something again so people understand.
12. to confirm – to say “yes, it is correct” or check something is right.
13. to explain – to give information so someone can understand.
14. to be calm – to stay quiet and not angry or nervous.
15. a local custom – a special way people do things in a country.
16. step by step – one thing at a time, in order.
17. patience – the ability to wait and not be angry.
18. to feel comfortable – to feel happy and relaxed.
19. finally – the last thing, at the end.
20. non-verbal communication – sending messages without words, e.g., with gestures or facial expressions.
21. eye contact – looking at someone’s eyes when talking.
22. respectful – showing respect and care for others.
23. in conclusion – at the end, when you finish explaining.
24. to avoid problems – to stop problems before they happen.
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Cheat Sheet:
| Topic | Key Points | Example |
|---|---|---|
| Languages & Accents | Many languages | Guest speaks Spanish, not English |
| Strong accents | Guest’s English is hard to understand | |
| Clear pronunciation | Say “room” slowly, not too fast | |
| Speak slowly | “Breakfast is at 7 o’clock” | |
| Repeat if needed | Say check-out time two times | |
| Gestures = different meaning | Thumbs up is good in USA, rude in some countries | |
| Simple & Polite Language | Short sentences | “The bus leaves at 9” |
| Easy words | Say “toilet,” not “restroom facility” | |
| No slang / idioms | Say “very good,” not “cool” | |
| Always polite | “Can I help you?” | |
| Say “please/thank you/sorry” | “Please sign here” | |
| Friendly tone | Smile when speaking | |
| Avoid Misunderstandings | Listen carefully | Guest says “need taxi” |
| Repeat information | “Check-out is 12 o’clock, 12 o’clock” | |
| Ask guest to confirm | “Do you mean 3 people?” | |
| Use simple questions | “Yes or no?” | |
| Stay calm | Guest is upset, speak gently | |
| Be patient | Wait while guest finds the right word | |
| Explain Rules & Services | Step by step | “First fill the form, then sign” |
| Use examples / pictures | Show photo of swimming pool | |
| Repeat important points | “Breakfast ends at 10, yes, 10 o’clock” | |
| Use simple words | Say “pay,” not “settle account” | |
| Be patient with questions | Guest asks two times, you answer kindly | |
| Check understanding | “Do you understand check-out time?” | |
| Non-Verbal Cues | Eye contact (different meanings) | In Japan, less eye contact is polite |
| Smile to welcome | Smile when giving room key | |
| Respect personal space | Do not stand too close | |
| Open body language | Hands open, not crossed arms | |
| Careful with gestures | Do not point finger at guest | |
| Watch tone of voice | Speak soft, not loud | |
| Why Important | Avoid problems | Guest knows correct check-out time |
| Guests feel welcome | Polite greeting at reception | |
| Better understanding | Guest understands hotel rules | |
| Clear information | Guest finds breakfast room easily | |
| Respect differences | Guest feels culture is respected | |
| Good experience | Guest leaves happy |
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Some dialogues on the importance of clear communication:
1. Do: Speak slowly and clearly
Story:
Maria works at the front desk of a hotel in Berlin. A guest from Spain arrives at 3 PM after a long flight.
Dialogue:
Guest: (tired) “Hello… I have… reservation… Maria Nunez?”
Maria: (smiling) “Hello, welcome to our hotel! Can you please spell your last name slowly?”
Guest: “N-U-N-E-Z.”
Maria: (speaking slowly) “Thank you, Ms. Nunez. Your reservation is confirmed. Your room number is 305. Take the elevator to the third floor, then turn left.”
Guest: “Third floor… left… okay.”
Maria: “Yes, exactly. Here is your key card. Breakfast is from 7 a.m. to 10 a.m. in the restaurant on the first floor. If you need anything, please call the front desk. Do you understand everything?”
Guest: “Yes… thank you… very clear.”
Maria: “Great! Enjoy your stay and have a good rest.”
Explanation: Speaking slowly, repeating important information, and checking understanding helps guests feel comfortable.
2. Don’t: Use slang or very difficult words
Story:
Ahmed works in a hotel in London. A guest from Japan arrives for breakfast.
Dialogue (wrong way):
Guest: “Breakfast… where?”
Ahmed: “Oh, mate, just grab some grub downstairs, you know, the usual spread.”
Guest: (confused) “Huh?”
Correct version:
Ahmed: “Sorry, I will explain clearly. Breakfast is in the restaurant on the ground floor. It opens at 7 a.m. and closes at 10 a.m. You can choose anything you like: eggs, bread, fruit, coffee, or tea. Do you understand?”
Guest: “Yes, thank you. I understand now.”
Ahmed: “You are welcome! Please enjoy your meal.”
Explanation: Avoid slang or idioms. Simple, clear words are better. Guests from other countries understand better this way.
————-end of audio————-
3. Do: Repeat information when needed
Story:
Li works at a hotel in Paris. A German guest wants to book a taxi for the airport the next morning.
Dialogue:
Guest: “Taxi… 8 a.m. airport… okay?”
Li: “Yes, the taxi will come at 8 a.m. in front of the hotel. Can you repeat the time for me?”
Guest: “Eight a.m., yes.”
Li: “Perfect! The taxi driver will be waiting outside the main entrance. Please be ready five minutes early.”
Guest: “Okay… outside… five minutes early. Got it.”
Li: “Thank you. Do you want me to write the information on a card for you?”
Guest: “Yes, please. That is very helpful.”
Li: (writes on card) “Here is your card. Taxi 8 a.m., front entrance. Have a safe flight!”
Guest: “Thank you very much. You are very helpful.”
Explanation: Repeating information, writing it down, and confirming details prevents misunderstandings.
4. Don’t: Ignore gestures or cultural differences
Story:
Anna works at a hotel in Thailand. A guest from India shows a hand gesture while asking about the pool.
Dialogue (wrong way):
Guest: (shows thumbs up) “Pool… okay?”
Anna: (frowns) “I don’t understand. Don’t do that.”
Guest: (confused)
Correct version:
Anna: (smiling) “Oh, I see! You mean everything is good? Do you want to swim?”
Guest: “Yes, yes… pool good?”
Anna: “Yes, the pool is open from 8 a.m. to 8 p.m. Children must be with adults. Please do not run near the pool.”
Guest: “Ah, okay… thank you. I understand now.”
Anna: “You are welcome! Enjoy your swim!”
Explanation: Different countries have different gestures. Always check if you understand. Never assume the meaning.
—————-end of audio—————-
5. Do: Explain hotel rules politely and clearly
Story:
Tom works at a hotel in Rome. A guest from Brazil asks about the pool and breakfast rules.
Dialogue:
Guest: “Pool… open?”
Tom: “Yes, the pool is open every day from 8 a.m. to 8 p.m. Please walk carefully near the pool. Children must be with adults. Do you have children with you?”
Guest: “Yes, one child.”
Tom: “Okay, thank you. Also, breakfast is from 7 a.m. to 10 a.m. in the restaurant on the first floor. Please wear a mask if you are close to the buffet. Do you understand?”
Guest: “Yes… I understand. Thank you for explaining.”
Tom: “You are welcome. If you have any questions, please call the front desk. We are happy to help.”
Explanation: Explaining rules step by step and politely makes guests feel safe and respected.