Course: Culturally Inclusive Service for Frontline Hospitality Teams

SPECIALIST COURSE

CULTURALLY INCLUSIVE SERVICE FOR FRONTLINE HOSPITALITY TEAMS

How to Deliver Service Excellence With Cultural Awareness and Sensitivity

HOW TO DELIVER SERVICE EXCELLENCE WITH CULTURAL AWARENESS AND SENSITIVITY

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Adjusting your service delivery to accommodate international and culturally diverse guests takes cultural intelligence and practice, but it doesn’t need to be difficult.

As a qualified intercultural business consultant, I’ll guide you through practical strategies to develop culturally inclusive service language, manage cross-cultural perception gaps, and recover from any misunderstandings.

This course equips you with practical tools to elevate the guest experience while building stronger cross-cultural connections.

Pre-register now, and I'll notify you as soon as the course is open for enrolment.

Craig Shim, Alphacrane Intercultural Specialists

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ABOUT THIS COURSE

Achieving Cultural Diversity in Senior Leadership

OVERVIEW

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This course provides hospitality professionals with practical tools to develop culturally inclusive service language, address cross-cultural perception gaps, and implement service recovery strategies when misunderstandings arise.

Participants will learn how to enhance guest satisfaction by managing cultural blind spots and improving communication with guests from diverse backgrounds.

OBJECTIVE

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Learn how to apply cultural intelligence to adjust your service delivery, develop culturally inclusive service language, and manage cross-cultural perception gaps, ensuring service excellence for international and culturally diverse guests.

DURATION

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1 hour of lessons presented in video format, plus downloadable lists of phrases, checklists, lesson notes and activities.

KEY TOPICS

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Adapting Service Language to Suit Different Cultural Expectations

Recognising and Addressing Cross-Cultural Perception Gaps

Service Recovery: Strategies for Managing Cross-Cultural Misunderstandings in Hospitality

WHO THIS COURSE IS FOR

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Front desk agents, concierges, and reception staff across hospitality sectors, including hotels, resorts, and attractions.

Guest services professionals in restaurants, cafes, and other dining settings.

Hospitality managers leading frontline teams to achieve service excellence and international readiness.

Staff at tourist attractions, including theme parks, museums, and entertainment venues, who regularly interact with international visitors.

Tour operators and guides providing services to international guests.

Event and conference organisers managing international and culturally diverse guest experiences.

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CHALLENGES ADDRESSED

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At times, I question whether I’ve unintentionally offended guests from other cultures, which could affect their overall experience.

I sometimes find it challenging to adapt my service language in a way that resonates with a variety of international visitors.

I’m unsure how to recover from cross-cultural perception gaps and misunderstandings when interacting with guests from certain cultural backgrounds.

ACTIONABLE TAKEAWAYS

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You’ll learn to identify and address cultural blind spots to avoid unintentionally offending international or culturally diverse visitors, enhancing their overall experience.

You’ll develop culturally inclusive service language to ensure smooth communication with a variety of international visitors.

You’ll gain service recovery strategies to handle and resolve cross-cultural misunderstandings.

WHAT'S INCLUDED

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Step-by-step course lessons to to achieve cultural competency in everyday interactions
60 minutes of lessons presented in video format, plus lesson notes and activities
Practical indicators of one-star through to five-star relationships, so you can score yourself, set your goal, and track your progress
Practical examples of intercultural best practice
Self-assessment activities for your personal and professional growth
Downloadable lists of ready-to-use phrases to embed culturally inclusive service language across your frontline hospitality team
Downloadable ready-to-use checklists for various cross-cultural scenarios
Unlimited access for 1 year so you can rewatch lessons at any time
Certificate of Completion for your CPD (Continuing Professional Development) available upon request
Risk-Free Guarantee: If you join and feel that the course is not a good fit for you, I’m giving you a 14-day 100% money-back guarantee

PRE-REGISTER YOUR INTEREST NOW

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I'll be in touch as soon as the course is ready, so you'll be the first to know when it's time to enrol.

You are not committed to purchase at this pre-registration stage
No payment required to register your interest
Pre-registering ensures you receive important updates, alerts, and reminders – no spam, I promise!

Just a quick note – if my confirmation email doesn't arrive in a few minutes, please check your spam folder. By clicking 'submit,' you're agreeing to receive only important updates from me (no spam, ever). You can unsubscribe whenever you like. If you have any questions, feel free to get in touch via the CONTACT page. Thanks, Craig Shim

INSTRUCTOR PROFILE

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As a qualified intercultural business consultant, I specialise in enhancing cross-cultural business and relational skills. Having lived abroad for much of my career, I've gained valuable insights into how cultural competency is crucial for building strong relationships. Drawing on this experience, I provide coaching, training, and advice to corporate and government clients to boost their cross-cultural capabilities.

My intercultural guidance is trusted by companies like Boeing, Nike, PepsiCo, and Mastercard, as well as the Australian Government and United Nations agencies. I also serve on several advisory panels, including those for the Department of Prime Minister and Cabinet and the Australian Public Service Commission.

Craig Shim, Director, Alphacrane Intercultural Specialists