Asian members of staff can sometimes be considered ‘over-subservient’ towards guests and appear to accept frivolous requests or complaints too readily. Guests used to this approach then seem quick to complain strongly if they do not receive what they regard as the same level of response from, say, Eastern European members of staff.

(a) If you were head receptionist in a multi-cultural international hotel how would you handle this situation?

(b) What do you see as most challenging working with people in a multi-cultural environment?