Cu lt u r a l Cues

Why is this important?

If we want to demonstrate worldly understanding this means that we need to be able
to read some cultural cues. Even if we don’t know what culture a guest comes from,
by picking up a few clues, we can adapt what we do to deliver a service that is
relevant for them.

What to do What to avoid doing

It’s a very simple three step process There are two key things to avoid
LISTEN Are they speaking fast or slow? Formally or STARING Sometimes observation can
informally? comes across like staring,
be careful on how you pick
WATCH What is their eye contact like – do they like to make
up on your clues.
eye contact or avoid it? Do they use hand gestures?
COPY ING Pacing is about matching
PACE Then try and match them by speaking at the same
our guests in what and how
pace or the same formality.
they say things but we need
Follow their cue when it comes to eye contact. to be very careful that we
If they don’t make eye contact with you directly, don’t in any way come
avoid making direct eye contact with them. across as if we are staring.
C u lt u r a l C ues

Useful Top Tips

If you start to spot similar behaviours amongst guests from the same culture, start to build up your own
knowledge bank so that you can anticipate cultural behaviours rather than just wait to spot them.
Swap tips with other colleagues so you are learning from each other.

Opportunities to practise
Start small – don't try and observe and pace everything all at once.
If you have colleagues from other cultures in your hotel, practise with them. They can help share
some useful insights about their home culture.
If you want to, you might want to try and learn a few phrases in different languages so that you don’t
just pace what a guest does but also what they say.