General reflections

The hotel outside and inside impressed us. You feel its history, quality and luxury. But this would not happen without that attention, which manager paid for us. We felt that we are welcome.

We could understand the level of English, which employees have, by talking with them face to face. Not only managers can speak English fluently, receptionist (we asked her to make a photo), but porter, waiters (which we met on the way). The knowledge of English in hotel, where the biggest part of visitors are Finnish, seems so small and dispensable detail, but it also create the atmosphere.

We had very productive and interesting interview, had an excursion inside and knew a lot details. We got more than we could present.

During the interview we retreated from the main topic and started to talk about related things, like differences in cultures of Finnish, Russians and other nationalities, stereotypes. Juha told us some funny stories from his work experience. We felt freely, were not confused and were not the prisoners of questions list. The dialog was very smooth.

Results of interview:

1. How many international employees are working in your organisation?

I’m not aware about the exact number of the international employee, but I would say that there are about 10 nationalities currently working in the hotel.

We have some English-speaking employees, who are mainly working in the house-keeping department, lunch staff and one of the bartenders as well. We require our employees speak Finnish, but it is not the must. You might get a job even with weak knowledge of Finnish language.

2. What are the minimum English language requirements for your employees?

English language is not important thing for us. Of course, there are special requirements (it depends on position occupied by employee), but attitude is the most important thing. We are working in the hotel industry with different people, but we have to satisfy them on the same level. Even if you know English, but your attitude is still worth, it won’t work.

3. What types of certificated do you accept as demonstration of one’s English skills? (when recruiting applicants)

There are not any requirements for applicants about language certificates. During the recruiting process, interviewer usually recognizes applicant’s English level and language possibilities by himself. Later on, it would be visible from their work in the hotel (in case of hiring).

4. Do you have any training programme for the employees to improve their English level? What are they?

Hotel doesn’t provide any language training programmes for employees. Experience shows, that there is not special need for it. Moreover the attitude of each employee should be such that employees will take language courses by themselves out of the hotel.

5. How formal is your business English communication?

The main principle of communication with clients is readiness to help and politeness. The themes of conversations between guests and workers are always the same, so business English not so common. Therefore, English is informal as it can be with communication with guests.

If we are talking about Business English as such, our sales department is in charge of working with our international clients via internet or telephone. They know more about it.

6. How often do you receive orders from your English-speaking clients?

It happens enough frequently. Mostly, our conference rooms and banquet halls are reserved by the international guests. Haikko hotel also gets orders for organizing wedding and banquets, orders can be made by foreign customers also. We have full booked timetable until 2014 year.

Our main international clients are Swedes and Russians.

7. How do the international customers differ from the residents?

The main difference of course in culture and traditions. Different culture – different approach. The most challenging thing is different expectations. We would think that a client could expect it, but eventually he/she is not.

The given example- case with Asian guests. When their children began to play in football in hall, they kindly was asked stop doing it. Parents’ argumentation was: they live here, so they can do it. Conflict was solved, but such kind problems still happens.

8. What are the main challenges within working with English-speaking employees?

Communication is very important part within our work. That’s why managing or supervising could get stuck on some level. It could ruin team building as well, but in our hotel we are learning things by doing them.

9. Describe a difficult work situation with English-speaking customer and how you solved it

I can remember one situation. I was working in another hotel, they have outsourcing system (contracting tasks to an outside company). We were organizing a banquet for some reason, and they invited waiters. There was a special meal in the menu, which was made from pork. Unfortunately, all the waiters were Muslims and refused to serve the guests (because of the religion).

We were lucky and solved this situation quickly, but we learned from this situation a lot.

10. If a client is an English speaker, what language is used when issuing receipts (or other documents)?

Using language is English for easy and fast work of hotel and client

11. How often do you update an English version of your website? What are the differences between information provided in Finnish and English?

Updating of the web-site can be before some holidays, new exhibition, special offers or changing prices. Marketing department is in charge of it. Web-page of hotel is in several language-Finnish, English, Swedish and Russian. For us it was pleasant to know that information given in Finnish is similar to information given in English. It significantly simplifies the acquaintance of foreign guests with web-site. Hotel also has page in facebook, some information given there is in English (if described activity international).

Date: 2016-04-22; view: 678