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This is common in large industrial companies: the location is Austrian, but the staff is international. Often 30 to 40 different nationalities are gathered under one roof, which influences the language and culture of the business. The topic of internationalization is no longer limited to industry, but is affecting more and more sectors – also due to the shortage of skilled workers. One of these is domestic tourism. “But at the moment, some hotels still lack an awareness of internationalization, not only of their guests but also of their employees,” says Maria Radinger, a management consultant and trainer from Carinthia, who herself attended hotel management school and has been self-employed for 21 years.
Her consulting work focuses on four- and five-star hotels in South Tyrol and Austria. The following applies to these two countries, as well as to Switzerland, Germany and Croatia, where she also actively serves clients: “Without people coming from abroad, hotels would have to close, as there is a severe shortage of staff within our industry and many hotel locals are no longer interested in “working in the service industry”. But international workers have a lot to offer if they are properly supported. Their webinars during the corona pandemic have shown that they are sometimes more adaptable than locals in terms of technology and language, for example. “It also has to do with how well they can communicate with their relatives back home,” says Radinger. On top of that, hoteliers can actively emphasize their employees’ language skills by wearing flag pins on their uniforms.
Maria Ladingo
© KK/Footprint Photography
Conversely, employers must also do everything they can to ensure that someone can integrate quickly into the company. “The key to integration is of course the language,” says Radinger. For hotels in Austria, it would not make sense to choose a company language such as English. “Of course it is German, but colleagues must also be aware that they cannot speak in dialect with someone who is learning the language,” she emphasizes. New employees must quickly familiarize themselves with their new job during their onboarding, learn departmental terminology and acquire the best possible language skills, which helps them talk to their colleagues and overcome cultural misunderstandings. Workers from abroad are often new to the industry. For someone who comes from Ghana and has never worked in the upscale hotel industry, there are some things that cannot be assumed. “One example is the do not disturb card that guests can hang on their room door. People in the industry know well that red means do not knock. This is not something that must be taken for granted for career changers,” says the trainer.
In addition, hoteliers must also consider the cultural characteristics of their employees. An important point is the staff meal. If an employee does not eat pork for religious reasons, it may be seen as an insult. Food intolerances should be considered. This has been practiced among guests. The welfare of employees should also be questioned. A cleaner from Romania may not feel comfortable with guests in the fitness center of a five-star hotel.
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