Who should attend?

This training course is suitable for a wide range of professionals in the Hospitality industry but will greatly benefit:

Front desk and administration staff
Chef
Housekeeping staff
Reservations & Front Office
F&B supervisors
Management roles
Customer service managers

Duration

5 Days

Programme Overview

It is important in today’s culturally diverse world that we learn how to interact appropriately and respect those around us. The core purpose is to support and train organizations that want to provide detailed workplace sensitivity standards and expectations.

Objectives

The training program focuses on the realization of the following objectives:

Present Cultural Sensitivity and Multiculturalism’s meaning and necessity
Enhance acknowledgement and awareness of the personnel, regarding cultural differences
Introduce a culturally sensitive behaviour in the context of hospitality services
Demonstrate the main cultures, their characteristics, and differences
Display cultures of religions
Overcome cultural barriers
Show the proper way of handling people with disabilities, people, with mobility impairments or using wheelchairs or other mobility devices
How to manage conflicts that may be arisen throughout the hospitality premises

Methodology

This training course will utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension, and retention of the information presented. This includes a facilitative style with a combination of lecture, practical experience in the use of techniques, case studies and a high level of lively debate and sharing of ideas. Delegates will be encouraged to introduce problems of their own for discussion and analysis.

Course Outline

Day One: Introduction

What is cultural management
Cultural diversity in the hospitality industry

Day Two: Managing cultural diversity

Cultural diversity and its benefits
Challenges and issues with cultural diversity

Day Three: Effective Cross-Culture Communication

10 principles of Business Communications
Values and Ethics in Communication
Understanding Rapport Building

Culture Sensitivity & Ethics Training

Key Points