FIFA World Cup: Hotels Train Staff to Handle International Guests

With an international event like the World Cup coming to the doorsteps of many Brazilian hotels, there is much to prepare for. From space issues and transportation to language barriers and cultural differences, such a large event requires a lot of unique planning. But the kick off is right around the corner, and hotels all across Brazil are bracing for the big rush. They are all prepared for their guests to arrive – and a motley crew of guests it is.

Football is the most popular sport in the world and spectators from numerous countries will be convening in Brazil for the games. With such a wide array of cultures in one space, it can be difficult to make every single guest feel at home. After all, the definition of home in England may be different from the definition of home in Senegal. As many guests will be pouring in from all over the world, it is important to prepare the staff with essential language skills and cultural norms of greeting and welcoming guests at the front desk.

Properties that are located in tourist hot spots are already well accustomed to dealing with international guests. They have employees on staff that speak multiple languages and are aware of the appropriate way to greet guests like a handshake versus a kiss on the cheek. But there are bound to be a few guests that speak a language that no one is familiar with. In that case, guests do not expect hotels to have staff that speak every language out there. While you should still attempt to make each guest as comfortable as possible, don’t feel pressured to hire extra employees just for translations. Most hotels who are expecting guests for the World Cup have been training their extra staff for quite some time, so don’t expect to catch up in one month!

Encourage your employees to spend some time researching on the geography where the guest is expected to arrive from and make themselves familiar with niceties and the culture, to personalize the experience for the guest.

Hotels that have invested in technology like cloud based PMS with online distribution system have experienced that the front desk staff time gets freed up by 3 to 4 hours a day. This is because everything gets automated and there is less data entry to be done manually. Such hotels are using their staff’s free time optimally in engaging better with guests.