How Not to Lose a Guest's Request Due to Language Barriers

Ways to organize the transfer of guest requests to staff when everyone speaks different languages.

The Problem of Language Barriers in Hotels

In small hotels, hostels, and apartments, staff often come from different countries. At the same time, guests arrive speaking English, Polish, Arabic, Ukrainian, and other languages. When a housekeeper doesn't understand English and a manager doesn't speak Arabic, a guest's request can get lost or be fulfilled incorrectly.

This leads to conflicts: a guest is left without clean towels because their request didn't reach the housekeeper. Or someone on staff spends time on the wrong task. The problem is solved by a system, not by chance.

Written Documentation of All Requests

First rule: any request must be written down, even if it seems you understood it. A guest may speak unclearly, their accent may be strong, or you simply misheard.

Steps:

• Ask the guest to write their request in a chat, messenger, or on a piece of paper. If the guest cannot write, write it down based on their words and show them the text for confirmation.
• Use photos. If a guest points to a problem (broken faucet, dirty spot on the sofa), take a photo right in front of the guest. This way there will be no discussion about whether you misunderstood.
• Don't rely on verbal messages from one employee to another. This is the most unreliable method.

Task Distribution System

Once a request is documented, it needs to be passed to the right person so they will definitely fulfill it.

Create a simple system:

• Assign someone responsible for each type of request. For example, all cleaning questions go to the housekeeper, all equipment questions go to technical staff.
• Use one channel to pass along tasks. This could be a WhatsApp or Telegram group, or a simple board with notes in the staff room. The main thing is that everyone sees the same place.
• Give each task a room number and clear request text. Example: "Room 205. Guest needs extra pillows. Please deliver by 6:00 PM."

Using an On-Site Translator

If staff speak different languages, find one or two employees who speak English or other common languages best.

This person becomes the link:

• The guest speaks with them in their language or in English.
• They translate the request and write it down.
• They pass the task to the right employee in their language.

Give this employee a bit more pay for this role. It's cheaper than losing guests due to incorrectly fulfilled requests.

Phrases for Staff

Train all employees in a few universal English phrases. Even if they speak poorly, this will help:

• "One moment, please. I will write."
• "Can you write?"
• "I will show you."
• "I will find someone to help."

Post sheets with these phrases in staff areas. Practice them with your team at short meetings.

Translation Apps

In 2024, translators work well. Use them:

• Google Translate (web version and app) translates text, voice, and even photos with text.
• DeepL often translates European languages better.
• Yandex Translate works well with Russian and other CIS languages.

Ask the guest to use a translator on their phone. Or translate their message yourself and send a response back in translated text. It's faster than finding a translator.

Caution: machine translation sometimes makes mistakes. If a request seems odd, ask for clarification or show the translated text to the guest to verify.

Completion Checklist

When a task is passed to an employee, you need to make sure it's completed correctly.

Process:

• The employee completed the task and marked it in the system (crossed it off, deleted it from the chat, wrote "done").
• Ideally, the employee sends a photo of the completed work or confirmation.
• A manager or administrator checks that the task is done. If it's cleaning, check the room. If it's delivery of something, make sure the guest received it.
• If something is wrong, fix it right away.

This process takes more time at first, but saves it later. Guests remain satisfied, there are fewer complaints, reputation grows.

Documenting Complex Cases

If there was a problem understanding a request, write it down:

• What language the guest spoke.
• What request you understood.
• How you resolved it.
• Whether the guest was satisfied.

This information will help you in the future. For example, you might notice that guests from a certain country often ask for the same thing, and you can prepare in advance.

Staff Training

Hold a short meeting with your team:

• Explain why the system is important. Give examples of mistakes that happened before.
• Show how to use a translator.
• Practice English phrases together.
• Give everyone a list of colleagues' contacts in case they need help.
• Tell them that if they're unsure about a request, they should ask again rather than guess.

Repeat training once a quarter. New employees should receive instructions on their first day.

When You Need Help

If language barriers become a serious problem, consider other options:

• Hire an employee who speaks your guests' languages.
• Use a video call with a translator (there are such services).
• Install an app that automatically converts guest requests into tasks for staff. For example, Xplai is an AI assistant for hotels and apartments that responds to guests in their language in chats and messengers and automatically creates tasks for employees.

The main thing: don't rely on chance. A system works; chance doesn't.