In this Real Time episode from the front desk, Professor Jones shares practical insights from his unique experience working in both Asia and North America, focusing on the importance of language sensitivity, cultural awareness, and inclusivity on the hospitality front lines. From currency confusion to conversational gaps between departments, this episode offers tools and mindset shifts that every hospitality intern should adopt.
Key Takeaways:
- Slow down and confirm understanding: Many international guests speak some English but may interpret “yes” differently; repeating and confirming is key.
- Terminology matters: Words like “last name,” “mobile,” and “cookie” can vary by region, so adjust your language based on guest background.
- Apps can help bridge gaps: Tools like Google Translate, Pleco, Duolingo, and currency converters offer valuable on-the-spot support.
- Workplace inclusivity includes language: If most coworkers speak another language (e.g., Spanish), make the effort to learn their language, too.
- Cultural curiosity is a strength: Differences in norms, metrics, plugs, or even texting platforms (e.g., WhatsApp vs. SMS) are part of the learning—and the fun.
