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Social interactions in hospitality environments between service personnel and customers can often have international and intercultural implications as tourism and hospitality activities are becoming increasingly international in nature.
Guest service in the hotel business usually is not working individually because a certain standard set of services is provided for all. However, in order to create a positive impression of the hotel, its employees must always be able to find a special approach to their guests. In the context of the globalization it is vital to take into account the cross-cultural characteristics of guests from different countries, different nationalities. After all, the provision of services, especially in an international hotel chain, is actually a dialogue of cultures. Therefore, in order for the dialogue to take place at the expected level and have positive consequences (including in the form of a subsequent decision of the guest to use the services of this hotel), the hotel staff must have knowledge of the cultural characteristics of a particular guest. Knowledge of culture implies not only the ability to speak the guest’s language, but also knowledge of traditions, customs, religious characteristics, culinary preferences and many other important moments in the daily life of guests from different countries.