Multicultural

Diversity in
Tourism
What Can You Say About This
Photo?
Say something about the following:

– The world is getting smaller.

– Global Citizen
– Culturally diverse
– Pluralism
– Cross culturalism
– Ethnic inclusiveness
– Ethnic mosaic
– Multiracialism
WHAT IS
MULTICULTURALISM?

The concept is created when a set of

beliefs and behaviors acknowledges and
supports the existence of different
communities within an organization or
society and as a result, acknowledges and
values its sociocultural differences and
promotes and facilitates its continued
participation within an inclusive cultural
framework that empowers everyone
within an organization or society.
– Each person has their own set of beliefs that they
bring to any relationship, including their
workplace.
– Each person is unique - two people coming from
the same family, with the same parents and
environment, would have a different appreciation
for certain elements of culture
WAYS ON HOW TO BE
MULTICULTURAL

Acknowledge
Look and
Empower , adopt, Respect Nurture
Listen
adapt
 LOOK & LISTEN

In any given situation, look at the total scenario in the workplace as there may
be underlying factors that can contribute to the appreciation of the cultural
elements.

Listen to the discussion because sometimes verbal communication maybe a

challenge due to accent, tone, or lack of proficiency with a common language.

The tourism professional must use all of their senses to get the most of the
opportunity to learn more about their colleagues and customers, especially
regarding cultural impact.
EMPOWER

Learning does not happen only inside the

classroom. Lifelong learning in various
locations continues after graduation.
Enterprise-based training may be given to
employees, and these opportunities are
highly encouraged, especially if essential
(soft) skills in-service training is provided.
ACKNOWLEDGE, ADOPT,
ADAPT

There is a need to acknowledge that there are

differences among us. After acknowledging that there
are differences among people, a choice can be made
by the person to either adopt or adapt to the cultural
element. If after the acknowledgment, conflict with
pre-existing values arises, adaptation can be made. If
there is still a conflict, then adaptation can be made.
 RESPECT

There is no superior or inferior culture.

Tourism professionals should respect
differences and similarities among
cultural elements as this becomes an
exciting way to know more about
colleagues and customers.
 NURTURE

Tourism professionals should nurture themselves with new learnings and grow with the
times as part of a changing mindset. Since some cultural elements may no longer be
relevant to the times and thus may need to be updated. And some that are still relevant
should be nurtured so that the distinct cultural elements of the region are still present.
Multicultural
Diversity Among
Tourism-Related
Professions
What is a Hospitality Professional?

A hospitality professional isn't a specific job title.

Rather, it refers to anyone who works within the
hospitality industry. Hospitality businesses are
service-oriented businesses that include lodging,
restaurants, cafes, resorts, clubs, bars, amusement
parks, and even zoos. The individuals who work for
these businesses are known as hospitality
professionals
 Tourism Professionals Who Where Prone to
Experience Multicultural
Diversity in the Workplace
  1. Travel Agent

More popularly called as TA in the tourism industry

Answers itinerary questions and provides several airline options

Advise all the required documents, visa, travel fees per country of entry

Ensures after sales-service once you start your actual travel, being available for
help in case problem arise
2. Online Travel Agent (OTA)

There are numerous OTAs out there, among the

most prominent operators are the likes of
Expedia, Agoda, Traveloka, Booking.com, Trivago
 3. Airport Ground Staff
Ground Staff ensures the
work in the aviation safety and comfort of
industry where they passengers, including checking
in baggage, providing
are engaged in information, assisting disabled
various roles at the passengers, confirming
airport. reservations, and selling
tickets.
Within the airports, besides
the airline counter staff, there
are several other tourism
professionals you will meet
along the way:
• Airport information counter staff
• Duty-free and other merchandising shop
personnel
• Restaurant and coffee shop crew
• Airport hotel staff
 Top airports recognized by several prestigious
organizations

1. Singapore Changi 2. Tokyo International 3. Incheon International 4. Hamad International 5. Hong Kong
Airport Airport Haneda Airport Seoul Airport Doha International Airport

6. Centrair International 7. Munich Airport 8. London Heathrow 9. Tokyo Narita Airport 10. Zurich Airports
Airport Nagoya Airport
4. Flight Purser (FP)

Cabin crews are led by FP who organized flights whether for short or long-haul

FP manages a crew of flight attendants (FA) and flight stewards (FS)

Number of FAs and FSs depends on the aircraft they are flying. The bigger aircrafts or jumbo jets can
have as many as 15-20 crew members and smaller aircrafts from 2-10 crew members. Each of these
crew members is given specific assignment for each flight leg. These assignments carry specific and
emergency duties for the duration of the flight
5. Cabin crew

Cabin crew
undergone long and
intensive training

They are highly

exposed to
multicultural
diversities in flight
among the
passengers as well as
during their rest
overnight (RON)
6. Tourism professionals in the hotel

1. Lobby 2. Front desk 3. Concierge 4. Room attendant 5. Laundry valet 6. Room service order
ambassador/doormen receptionist taker
or bellmen

7. Room service waiter 8. Bartender 9. Restaurant 10. Restaurant waiter 11. Health club 12. Recreational staff
receptionist
Depending on the hotel’s other services there are other tourism
professionals
such as:

1. Lifeguard
2. Business center associate
3. Events planner
7. Cruise liners

Cruise liners are floating hotels

It is estimated that 25% of the world’ seafarers, many of them

working in cruise liners are Filipinos

If there is one working environment where multicultural diversity is

experienced every minute of the day, it is in the cruise ships.
Passengers come from all over the world
others

8. Entertainment industry

9. Theme parks

10. Transportation companies

Reference

– Alcuaz, V., & Aquino, Ma. C. (2020). Multicultural Diversity in the Workplace for
the Tourism Professional (1st ed., Vol. 1). Rex Book Store.