Intercultural Ambassador

It`s very important to know how to deal with other cultures. In this article, we are writing about cultural competences and the importance of a new role: the intercultural ambassador.

The reception desk is the face of the hotel and all customers are meeting the front office staff at least once. Customers are coming from all over the world. In any case, in some cities there is a prevalence of a certain culture, based on the related trends.
In this regard, not anyone at the front desk is able to know all cultures. Surely some employees never had the experience to work with some nationalities yet. In this case, should be very helpful someone with a good intercultural know-how: the intercultural ambassador.

In all properties there is that person, who have worked in different countries, hotels, cities and met up a huge variety of people. We are not referring to someone working at the front desk only, but can be someone from another department. Any international hotel should choose that person and engage him or her with the cultural responsibility. The intercultural ambassador is a very prominent figure. This employee should be in charge to routinely teach to the staff how it works by facing with different cultures.

There are some behaviours, words or attitudes which should be avoided with certain nationalities. Furthermore, any culture has the own way to talk with people and to react. Few concepts briefly explained, can have a very positive influence on the customer`s journey. Moreover, the result will be the increment of positive feedbacks and the improvement of the KPI.

The training can be quick and organized before the high season. Hence, it is enough to point out which nationalities are coming next, helped by the statistics, and focus on those. The training can involve all departments. In fact, even who is working behind the scenes, will be surely in the circumstance to meet guests somehow.

The relationship between employees and guests is fundamental. Understand in advance the needs of all guests and be able to satisfy all necessities, will greatly simplify the job.
For example, there are guests coming from some Asian countries which always request to get hot water, as are used to drink warm water or hot tee. If the property is not able to provide a kettle to each room, the guest can be informed with prior of notice where is possible to get hot water.

The fact to provide a solution before to generate an inconvenience, means to do a great job.
Furthermore, the opportunity to be able to organize food and amenities will save a lot of time and complaints.
By choosing an intercultural ambassador means to organize upfront for the season. International hotels which are counting a lot of employees, should invest a little while for these kinds of enhancements.

On the grounds to cite the front desk at the beginning of the article, it doesn`t mean that the responsibility is for the reception staff only. The reason is that all guests are passing by the front desk, indeed the most important and necessary information must be provided upon the check-in. Nevertheless, there is the staff from other departments, like for example housekeepers and waiters, which are coming across guests every day. That`s why it`s important for them too, to know how to deal with different cultures.