Hospitality is an ever growing industry with the continuing globalization of the world.
That being said, the type of visitor that tourist destinations sees varies greatly in culture, region, and expectation. The tourism industry must cater to the needs of these varied individuals through the customization of services offered to these guests. This was an attribute that was clear to me during my time interning for the Walt Disney Company.
During my time as an intern, I worked front desk at one of Disney’s deluxe resorts in Walt Disney World. My responsibilities included checking guests in and out of the hotel, answering questions, giving directions and anything I could do to make their stay more comfortable.
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| Rita's name tag! |
Each day, I interacted with guests from not only across the country but from around the world. This sometimes presented a challenge for myself and co-workers because of language barriers, however, there were ways around this challenge. For example, we had a language line, which enabled you to be able to talk directly with the guest. The language line was connected to a phone and each person would be on one end. You would talk into the phone and the language line would translate your words into the target language and vice versa. The language line was a beneficial tool for interacting with guests on a personalized level. Another way we could combat the language barrier was through multilingual staff.
If you work for the Walt Disney World and speak another language, in addition to English, you can take an oral examination to demonstrate your abilities in the other language. Upon passing the examination, you receive a new name tag that notes the other languages you speak. For example, I took the exam for French and after passing I received a new name tag that said “Français” on it. The language being noted on the name tag is a way to let non-native English speakers know that they have the option to speak in their native language, if that is more comfortable for them. Speaking in someone's native language with them demonstrates that an extra effort was given to make the guest comfortable and demonstrates a sense of respect for his or her culture as well. This ensures the guest that their individual need will be tended to and that the company aims high to make the guest feel more welcome in an unknown environment.
Hospitality is such a crucial element in the tourism industry for both the guest and the company. By making the guest comfortable and at home, the guest feels secure and is more likely to return, which will generate future income for the company. At the same time, tourism and hospitality are more than just producing an income. It is an opportunity to showcase different places and cultures, demonstrating what makes them unique and travel worthy.
By Rita Cain
