To enlighten you a bit, here are some actual facts that happened right after the Kuwaiti-Iraqi War, and other crises with its consequent side effects to tourism in the Middle-East, including Egypt.
“The Tartars are coming!” Believe it or not, that is what a famous hotel’s General Manager quoted on the onset of the holiday season – mainly Egyptian and Arab vacationers. The General Manager? He’s Egyptian also! To have that attitude, and to convey it to the employees, whether directly or indirectly, is not conducive to good hotel “guest contacts’ atmosphere and consequent behaviour. Beware! We may be hearing this soon, or having this negative attitude in our five-star hotels, especially during the "off season" in tourism, when the influx of tourists are mainly Egyptian or Arab vacationers.
To begin with, in the hospitality industry, the term "Guest Contacts" means the staff that are in direct contact with the hotel's guests. They play a key role in the hotel's business and its related success or failure. Guest Contacts’ behaviour starts at the top. If the hotel’s General Manager has personal biases to any set of people, whether in nationality, gender, or religion, then he should not be the General Manager of a prestigious hotel, or any hotel.
After screening and employing the GM, he/she should also be tested on a psychological basis, which will eventually reveal his/her prejudices, if any. It is advisable to have a thorough background check of the selected General Managers, and their inter-personal relationships and previous hospitality experiences. After all, the General Manager is actually the main “host” of the owner’s “home” (or hotel). He should know how to receive, serve and entertain his Guests. He should be social and friendly, courteous and caring, polite and efficient, and available to all the Guests. He should treat all Guests equally (or at least make them feel equal) whether they are staying in wings, suites, rooms or cabins. The price differences in the Wings, Suites or Rooms should remain in the luxuries and extra facilities afforded, but never in the attitude or treatment from the General Manager or the Staff, towards the Guests.
Animators, Recreation Personnel, PR’s and Guest Relations are pre-trained on how to conduct themselves with Guests, while at the same time endeavour to give all Guests a good time. They are instructed on how to entertain the Guests, give full consideration and care, and leave them with happy memories and the earnest wish to return to your hotel, for more. Train the rest of your staff to make your guests’ wishes a fact and not a fantasy. It’s up to you!