The art of reception tailored to ensure that everyone, whatever their nationality,
feels at home in your establishment!
You enjoy receiving guests in your establishment, and your guests appreciate your services and the quality of your cuisine.
To ensure that both your clients and your staff feel at ease, it is useful to understand your clients’ preferences and habits 🙂
Now that more and more people travel, you certainly have the chance to welcome guests from all four corners of the globe, albeit only for a short stay.
These globetrotters are generally savvy consumers, full of curiosity and goodwill towards your establishment.
For instance, did you know that German tourists
appreciate a certain autonomy during their stay? They value cleanliness and comfort, and want the service to be efficient, fast and smooth.
They are visitors for whom the stay ‘experience’ (i.e. atmosphere, comfort, decor, etc.) is paramount. They like to be reassured about both the prices and the itinerary. They attach importance to the reliability of printed information, and to the extra security it provides. For Germans, meal times are as follows: breakfast between 8:30-10am, lunch around 12:30pm and dinner at 7pm.
cherish good hospitality. They especially want a warm welcome. They are accustomed to having all information available in three languages (i.e. their three official languages). The Belgians have breakfast between 8-10am, lunch between 12-1pm, and dinner at around 6pm. They are guests who like the interaction with professionals to be cordial, as they greatly appreciate authenticity and conviviality. It is worth noting that most Belgians prefer economy accommodation.
As for the Dutch,
they eat at the same time as the Belgians. The Dutch are courteous and direct clients who appreciate an efficient and speedy service. They are quite prepared to spend if the price is right.
If you receive American tourists, bear in mind that they are sensitive to the recommendations of their friends & family, as well as to the reviews of other tourists. They prefer luxury stays where all the services are included, but they also appreciate it when the establishment takes account of any specific needs and requests they may have during their stay. As regards their meal times: breakfast between 8:30-10am, lunch between 12-1pm, and dinner at 6pm.
attach particular importance to hospitality, which they deem excellent when it is on par with Japanese standards. The Japanese are discrete guests, who especially consider it important that any requests they may have are shown extra attention. They like order and accuracy and hate the unexpected. They therefore have a constant need to be reassured when they find themselves in unknown, unsettling situations. In Japan, bowing is a genuine sign of courtesy, and they also value hygiene.
More often than not, they are not fluent in English, but prefer not to reveal directly that they don’t understand something. Consequently, they like to have information available in Japanese. For inhabitants of the ‘Land of the Rising sun’, meal times are as follows: Breakfast between 6-9am, lunch between 12-1pm and dinner after 7pm.
can be very demanding, and are attentive to the quality of the hospitality. They like any difficulties or problems that may arise to be resolved quickly. One of their peculiarities is they like to have hot water available throughout the day. They often refer to pictures and photographs to help them decide, especially when booking the hotel. They usually look for ways of pre-reserving on the Internet.
They like information to be ‘official’, and generally choose to visit well-known places or typical tourist spots.
Many are especially fond of wines and spirits, and are eager to attend tasting sessions.
Like other tourists from Asia, the Chinese need to be particularly reassured in light of the increasing incidents of fraud and cybercrime (e.g. scams and theft) in recent years; they are generally anxious about security issues. Chinese tourists are veritable ‘serial shoppers’, and they are constantly hyper-connected.
As for their meal times: Breakfast is between 7-8am, lunch between 12-1pm and dinner between 6:30 and 8pm.
tend not to speak any other languages, so a few welcoming words in Russian will help to make them feel comfortable. They attach much importance to high-quality service, and when embarking on their cultural discovery, they treat gastronomy as an experience in its own right. Well-to-do Russians reserve a table in internationally reputed restaurants. Providing menus in Russian is a real plus.
Russians are very keen to sample traditional Swiss cuisine, especially wines (tasting sessions never go amiss) and cheeses. As guests, they are extremely appreciative of the attention they are shown. Generally, they have breakfast between 7-9am, lunch between 1-3pm, and dinner around 9pm.
who consider visiting Switzerland to be a sign of wealth, appreciate premium services. They want to receive personalised advice, and more consideration shown to their cultural differences. Like many tourists, they generally travel in groups. They eat their meals in Indian restaurants, and prefer vegetarian cuisine. They expect to be welcomed in English. Indians eat at the following times: breakfast between 7:30-8:30am, lunch between 12-1pm, and dinner between 6-7pm.
By satisfying the wants and needs of tourists visiting Switzerland, i.e. by proposing offers and services that take into account your guests’ culture, expectations and usual habits, you will boost both the profile of your establishment and the image of Swiss gastronomy.
Tourism from abroad represents a significant piece of the economic pie: tourism in Switzerland generates an average turnover of CHF15 billion thanks to tourists from abroad!
So do you fancy a piece of the pie?