Cultural Sensitivity
Oversight

Navigate Cultural Sensitivities Effectively

Shanta Iyyer is staying at Hotel Rose Garden for three days. She is in town to attend some business meetings. She is a strict vegetarian which means no meats and no eggs.

Shanta is at the hotel restaurant and has ordered a vegetarian breakfast of muesli, milk, bowl of fruits and coffee. However, when her order came, it had two boiled eggs with it. According the to waiter, the eggs were complimentary. Shata Iyyer is furious as she is a vegetarian and had clearly mentioned it in her reservation form.

As the hotel manager, you must talk to Shanta Iyyer, understand her concern and handle the situation with care and tact. You must also try to find a common ground that satisfies the guest and saves the hotel’s reputation.

• Develop effective communication skills to empathize with the guest’s concerns
• Quickly assess the situation to identify the root cause of the issue
• Take measures to rectify the mistake
• Gain awareness of cultural differences and sensitivities
• Develop conflict resolution techniques and find mutually acceptable solutions
• Develop empathy and emotional intelligence to understand and acknowledge the guest’s feelings of disappointment and frustration