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LEVERAGING A GLOBAL MINDSET AT THE CONCIERGE DESK

LEVERAGING A GLOBAL MINDSET AT THE CONCIERGE DESK. LES CLEFS D’OR EDUCATION SYMPOSIUM. REBECCA HAWKINS. LES CLEFS D’OR COPYWRITER, INTERNATIONAL HONORARY MEMBER. PANELISTS. ALEXANDRA ZILOVIC. DONNELL BAYOT. DIRECTOR OF HOTEL OPERATIONS NEW YORK, NEW YORK HOTEL & CASINO. JAMES HEALEY.

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LEVERAGING A GLOBAL MINDSET AT THE CONCIERGE DESK

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  1. LEVERAGING A GLOBAL MINDSET AT THE CONCIERGE DESK LES CLEFS D’OR EDUCATION SYMPOSIUM

  2. REBECCA HAWKINS LES CLEFS D’OR COPYWRITER, INTERNATIONAL HONORARY MEMBER

  3. PANELISTS ALEXANDRA ZILOVIC DONNELL BAYOT DIRECTOR OF HOTEL OPERATIONS NEW YORK, NEW YORK HOTEL & CASINO JAMES HEALEY SENIOR VICE-PRESIDENT ELS EDUCATIONAL SERVICES, INC. DIRECTOR OF ACADEMIC AFFAIRS THE INTERNATIONAL SCHOOL OF HOSPITALITY

  4. DEFINITIONS What is global mindset and how is it related to globalization and diversity? GLOBALIZATION IS INCREASED INTERCONNECTEDNESS A GLOBAL MINDSET IS AWARENESS OF, AND OPENESS TO, BENEFITS OF GLOBALIZATION

  5. CONCIERGE COMPETENCIES Are there any competencies to developing a global mindset? KNOWLEDGE: CULTURAL; GEOGRAPHIC; LINGUISTIC SKILLS: PATIENCE; MANAGING GUEST EXPECTATIONS; COMMUNICATION ATTITUDES: RESPECT FOR CULTURES; OPEN-MINDEDNESS; TOLERANCE

  6. CULTURE What cultural knowledge is required for success in hospitality? UNCERTAINTY AVOIDANCE SEX AND GENDER ROLES COMMUNICATION STYLES STATUS

  7. COMPLEXITY How do we avoid stereotyping another culture? EXPERIENCE DIFFERENCE INDIVIDUALS KNOWLEDGE GENERALIZATION MONOCULTURE GROUPS PREDISPOSITION INTERACTION

  8. HOSPITALITY Is hospitality a universal concept? A GLOBAL CONCEPT BASED UPON FUNDAMENTAL NEEDS In the cherry blossom’s shade, there is no such thing as a stranger.

  9. SERVICE How can quality service be effected by culture? ALTERING PERCEPTIONS TO MEET NEEDS EXCEEDING EXPECTATIONS WITH INTER-CULTURAL KNOWLEDGE

  10. BENEFITS Why should we encourage a more diverse workforce? SENSITIVE RESPONSIVE EFFECTIVE

  11. CAREER How do we as leaders leverage global mindset? EFFECTIVE FEEDBACK EARLY DEVELOPMENT CLARITY IN SKILLS OPPORTUNITY FOR EXPOSURE

  12. SHARE #lcdedu www.facebook.com/lesclefsdorintl www.facebook.com/tisoh @LesClefsdOrIntl @TISOH @lesclefsdor @TISOH_SCHOOL

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