CULTURALLY INCLUSIVE SERVICE FOR FRONTLINE HOSPITALITY TEAMS
How to Deliver Service Excellence With Cultural Awareness and Sensitivity
FOR HOSPITALITY AND TOURISM TEAMS WANTING TO AVOID CULTURAL MISSTEPS
DELIVERY OPTIONS:
PROFESSIONAL COACHING | TRAINING
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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 program equips you with practical tools to elevate the guest experience while building stronger cross-cultural connections.
Choose from any of the following delivery options:
- Professional Coaching (1-on-1 or small groups)
- Team Training (in-person or virtual)
Craig Shim, Alphacrane Intercultural Specialists
ENQUIRE NOWABOUT THIS PROGRAM
OVERVIEW
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This program 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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Professional Coaching: Choose from a 2-session or 4-session coaching package (each session is 90 minutes), delivered virtually by qualified intercultural business coach Craig Shim
Team Training: Half-day, full-day or 2-day options
COST
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Professional Coaching (2 × 90-minute virtual sessions):
AUD 2,144 / USD 1,395 / GBP 1,050
A four-session package is also available if you want more time to go deeper, cover additional topics, and get more detailed feedback on your progress.
Team Training: From AUD 4,800 (half-day option). Quote available on request – click the ‘Enquire Now’ button below.
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 PROGRAM 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
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.
ENQUIRE
PROFESSIONAL COACHING | TEAM TRAINING
ENQUIRE NOW
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Submit your enquiry by providing a few details in this Enquiry Form, and I'll be in touch as soon as I receive your response.
- I’ll personally review your responses to help customise my reply and next steps.
- You’re not committed to purchase at this stage - this is simply to help me understand how I can best support you.
- If you’re unsure how to answer a question, just type something like "unsure" and continue.
- Your information will be kept confidential and will only be read by me. For more details, please refer to my Privacy Policy
By clicking "Submit" you agree for me to email you at this address with intercultural tips and important updates only. I don't send spam. Unsubscribe at any time. Contact me via the Contact page if you require help.
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
