AJAR.id – Hello Ajarian! Customers of the hospitality and tourism industry traditionally come from all corners of the globe, so it is common practice to have many customers on a daily basis who do not understand the local language. When faced with a language barrier, staff should attempt to communicate through the use of gestures, signs or simple words. While this is obviously not a perfect situation, it does at least show your desire to communicate.
Gestures are preferable to saying nothing and risking the customer feeling ignored. Attempts at gestures may include:
- Pointing to indicate a location.
- Holding fingers up to establish quantities.
- Rubbing your hands to indicate temperature.
- Nodding your head in agreement.
- Shaking your head in disagreement.
- Using facial expressions to relay your feelings.
- Removing adjectives (descriptive words) from your speech.
- Slowing your speech down and speaking clearly and concisely.
- Avoiding using local idiom or slang.
Where possible documents should be printed in a variety of languages to enable customers to understand information relating to the hotel and the surrounding region. The printing of a selection of documentation in various languages should include, but not be limited to information compendium, emergency procedures, and menus.