THC 8 - Multicultural Diversity in Workplace of the Tourism Professional PDF

THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER Chapter 7 Some companies go to the extent of...

THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER Chapter 7 Some companies go to the extent of blacklisting this kind of staff, making it difficult HANDLING GUEST OR CUSTOMER for erring staff to find new employment. DIVERSITIES Most customer-driven companies always promise their clients the highest professional As tourism professionals, handling our guests or handling of their needs and requirements. customers is the most important responsibility Companies, therefore, cannot compromise on we perform day in and day out. this basic attitudinal requirement all their staff must display consistently. There are checks in Our customers or guests are, first and foremost, place in many of these companies that allow the people who are paying our respective staff who seem to be having a bad day to be companies for a service, be it an airline ticket, assigned to a "back of house" duty for that a hotel room, a limousine ride, a buffet lunch, period to ensure that the company's or a package tour. commitment to professionalism is not hampered by one individual. The five major characteristics of a tourism professional are: These customers or guests are as diverse as punctuality, maturity, alertness, sociability, and there are stars in the heavens. No one being organized. customer or guest is like the other. We must live with this reality in our professional lives. 2. Know your job with passion. There is nothing wrong with having to deal with Knowing exactly the why, what, how, and multitudes of differentpersonalities daily in the when of your job will give you the required first place. As a matter of fact, tourism confidence to be able to be of service to your professionals are among the most blessed customers or guests. Many foreigners can be workers in the world for this unique situation. intimidating in their approach. Some can be Therefore, we should be grateful that we exist the exact opposite. Either way, knowing your in a multicultural diverse environment every job well is the best tool to address all kinds of minute of our working day. It is a blessing, not a people. Try to imagine á situation when you curse. are confronted by a highly aggressive and demanding person, someone in a hurry. In my multicultural diversity classes where most If you are not familiar with all the tasks you are of my students are foreigners, I share real-life expected to know, that aggression will stories from the over four decades in the three become worse. Whereas, if you are confident industries I spent all my life in-in airlines, media, of what you are supposed to be doing in all and hospitality. kinds of situations, including the careful handling of aggressive customers or guests, Here are the 10 ways tourism professionals that aggression can be turned around into a should handle custome ror guest diversities: well-handled situation, and therefore, a satisfied customer or guest. 1. In everything, the first rule is to always be professional in all your dealings with everyone. Here are five tips on how you can always have an excellent understanding of your job : Being professional is a basic requirement in the workplace. Being professional should be an  Know and understand your detailed job attitude from within each one of us. This does descriptionby heart. not need to be taught. You do not require  Familiarize yourself with the standards and mentorship to become professional. In the procedurespertinent to your section and tourism industry, in instances when a staff department. member becomes unprofessional toward his  Read and remember all current customers or guests, it is taken very seriously. memoranda pertinent to your section and Depending on the case, unprofessionalism can department. be a cause for termination of employment or,  Always attend and be present for at the very least, a long suspension of 30 days operational meetings, regular training with a proviso that if the staff repeats the act programs, and other special programs. another time, they will be terminated.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER  Do your research and study the current Good tourism professionals should know how trends pertinent to your job and industry. to engage their customers or guests with some conversational banter. They generally 3. Always attend and be present for appreciate talking about their countries, their operational meetings, regular training nationalities, or some prominent people you programs, and other special programs. know from these countries. The advantage of Filipino tourism professionals is that we have the Do your research and study the current trends facility of speaking English and, are by nature, pertinent to your job and industry. Learn how friendly, talkative people. We should use these to be a good listener. In our world, which is full advantages to our benefit. A word of caution of diverse personalities, a tourism professional is though: be sensitive when it is time to stop the expected to lead the way in bringing people banter and allow the customer or guest some from all parts of the globe together. This privacy. In hotels especially, we teach the art becomes even truer if you are working as a of unobtrusive service. This should be our crew member of the leading cruise liners in the benchmark: knowing when to talk and when world. These cruise liners, which travel the to keep quiet. It is very easy to be friendly. major capitals and tourism destinations, can accommodate thousands of passengers in a Here are five reminders to ensure you remain single cruise, and these passengers are a mix of nationalities from the seven continents. consistently friendly: Passengers in cruises know that, once onboard,  Have a friendly, welcoming demeanor all meeting other passengers and having fün the time. together is part of the experience. A cruise line  Listen before talking, do not grab the staff will have to be a good listener to be able spotlight. to catch even the same sentence in English be  Do not use your devices when having a spoken differently by 25 different nationalities. conversation with people. A question like "Where can I buy some books  Be in tune with everyone around you. on the ship?" can be said differently  Show sincere interest by asking questions. depending on who is asking. The art of good listening goes a long way. 5. Be efficient. Cruise line staff who are good listeners will Customers or guests judge our service by our always know what is being asked. Passengers efficiency first and foremost. Courteousness can easily be irritated by staff who do not and friendliness are just as important but still easily understand their statements, much less come second to being efficient. In the their questions. In extreme cases though, staff developed countries, which include many of should tactfully ask the passenger to repeat our neighbors like Japan, Hong Kong, and their statement or question. Singapore, efficiency is king In Switzerland, punctuality and efficiency are basic to their Here are five techniques of a good listener: population.  Maintain eye contact with the speaker. In Germany, as in most industrialized nations on  Listen very carefully with sincere interest. earth, efficiency in the production lines is the  Empathize when necessary. foundation of their manufacturing successes.  Seek clarification to ensure complete In France, they have mastered excellence in understanding the culinary field. In the Philippines, we still  Always keep an open mind have many issues about being efficient. The challenge is that in our country, efficiency is 4. Go beyond the basics of being friendly. wanting in many services, both in government and private sectors. The demand for efficient In our industry, being courteous and friendly is service, is something that companies sincerely a basic requirement. Some staff take this a little endeavor to provide their customers or guests bit too naively. If they greet a customer or as best as possible. guest with a smile, they are doing what is expected of them at the minimum  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER I am happy to note that in the tourism industry, opening the doors to a mutually beneficial efficiency is a matter of top priority across the interaction at any particular moment. This board. Since many companies in this industry could lead not only to mutually beneficial are multinational, their staff are trained to be interaction, but also long-term relationships. efficient at international standards. How can When customers or guests feel your sincerity, you, as a tourism professional, be as efficient some of them decide to make you their friends, as your counterparts in the developed world? especially in this day of Facebook, Twitter, and By simply deciding to be efficient. One of the Instagram. The bigger aspect of deciding to hospitality icons, Isadore Sharp®, founder of become more understanding of others is that it one of the best luxury hotel chains in the world, makes you an even better person and a better Four Seasons®, said, "We can make or break industry practitioner in general. the reputation of our hotels. Since quality is an edge, we cannot compromise it. "39 8. Become a walking Wikipedia. Here are five ways to remain efficient all the time: Regarding knowledge about countries, nationalities, cultures, traditions, and religions,  Focus on the task at hand, do not tourism professionals should learn as much as multitask. possible. By so doing, you will be able to have  Learn how to delegate. meaningful conversations with your customers  Communicate accordingly, using the or guests when these conversations are right media to do so. merited. In our industry, this is quite often the  Time all tasks, taking downtime into case especially for tour guides, cabin crew, consideration. hotel guest service officers, butlers, and  Plan ahead. bartenders. 6. Embrace all differences. The worst thing that can happen to a tourism professional mentioned above is when they Multicultural diversity is about embracing cannot contribute intelligently to a everything we are not. We do not necessarily conversation the customer or guest is hoping have to love or to agree to anything that is not to have with them. These conversations can us, but we can be respectful of other religions, extend to other things like politics and your languages and dialects, customs and personal family life. Prudence in these traditions, and sexual preferences. We live in a discussions is important as you are officially world where diversity should be able to bring representing your company while you are in us together to live in peace despite these uniform. differences. 9. Observe the basic rules of engagement. Better yet, let us remember the golden rule: "Do unto others as you would not want others In all the instances previously mentioned, you to do unto you." In the Philippines, we work side are engaged in a conversation or interaction by side with Catholics, Protestants, Muslims, with your customer or guest; therefore, you Hindus, and Buddhists, among several other must be able to observe the basic rules of religions. We work with foreigners from the four engagement. The first rule is to look at the corners of the globe. We work with the LGBTQ customer or guest in the eye at all appropriate community. The tourism industry allows us the times. This will make the customer or guest feel unique opportunity to be able to embrace they are the most important person you are these differences and learn to become better engaging with at the moment. The second rule at our jobs by doing so, or better yet, by being to greet the customer or guest not by calling so. them "Sir" or "Ma'am" but by calling them by their name. 7. Understand to be understood. There are many ways to get to know the name of the customer or guest and this is When diversity is the norm in your workplace, taught during the training period before you being understanding of the faults or are even exposed to these customers or guests. shortcomings of others, especially your The third and final rule is that at the end of the customers or guests, is a very good way to conversation or engagement, you thank the  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER customer or guest and wish to see them again, Here are the 10 ways tourism professionals soon. Remember, do not just thank the should handle peer diversities: customer or guest. Sincerely tell them you wish to see them again. 1. In the workplace and among peers, the first 10. Be yourself. In everything, be yourself. rule is to always be yourself. You are a microcosm of the bigger version of This was the last rule in the preceding chapter. yourself, which is supposed to be your Why is it first in this chapter? If there is one company. Even though companies are clear behavior peers detest the most, it is when about their vision, mission, and values, you, on someone in their team is trying their best to be the other hand, as an individual, will have to someone else instead of just being themselves. see how your individuality can complement This behavior in colloquial lingo is referred to as your company's brand identity. Do not try to people who are "plastic." So, even before be someone else you are not. It does not work being able to handle peer diversities among that way. This industry is not a theater. It is not the members of your team and all the other the movies. employees of your company, you must be able to deal with your own diversity issues. When someone is generally considered a It is real life, real time. Your customers or guests "plastic" person, that means they are hiding the look at you, stare at you, and observe you all truth beneath their persona. In this case, they the time; but that does not mean you have to will be a big failure in the aspect of being able wear a mask or a facade. Customers or guests to successfully deal with peer diversities are smart enough to conclude that perhaps because they, themselves, are having an issue your smile is fake, or your eye contact in dealing with their own. Therefore, rule disengaged, or your handshake is weak. When number one is non-negotiable. It would be a you are yourself always, the true spirit of your useless exercise to go through rules 2 to 10 persona will exude the confidence and without first ensuring rule number one is indeed sincerity customers or guests appreciate and the first and most important aspect in handling look for in tourism professionals. peer diversities. Chapter 8 2. Be a team player. HANDLING MULTICULTURAL PEER DIVERSITIES Successful teams equal successful companies. You are one among many team members of In the previous chapter, we discussed how to diverse personalities. The general idea in team handle customer or guest diversities. This building is that there can be unity even in chapter will focus on the internal application diverse settings. The challenge with teams is of what has been discussed in that chapter. that, sometimes, one team member can pull down the entire team by behaving against the standard norms of team behavior. When a Peers are people too, just like customers or team member does this, it is usually because guests, except that peers are with you 8 hours they are having issues with some team a day, 5 days a week, or at the minimum, 170 members; and instead of dealing with the hours a month. In many cases, you spend issues professionally, they deal with the issues more time with your peers than with your loved personally, putting the whole team at risk of ones and friends. Diversity among peers can failure. Becoming a team player simply means either be much easier to handle or perhaps you must know how to deal with all kinds of much more difficult to take. In both cases, it is team issues, including diversity issues. A team because of the amount of time you spend with member who has a problem accepting the them. If you are a tourism professional, you differences in opinions and personalities of should be able to handle peer diversities easily. other team members should be transformed to be able to belong; otherwise, the only remaining option for this misbehaving member is dismembering.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER Here are five characteristics of a 5. Become a walking Wikipedia. good team player: This was rule number 8 in the preceding chapter. Why should it be a rule here too? I  He/She embraces collaboration. said a "walking Wikipedia" only regarding learning more about countries, provinces,  He/She holds himself/herself accountable. nationalities, languages, dialects, cultures,  He/She is committed to the team. traditions, and religions. By so doing, you will be  He/She is flexible. able to have meaningful conversations with  He/She is positive and supportive. your peers as often as possible. 3. Become an inspiration to others. It would be a wonderful experience to hear first-hand stories about fiestas and how our peers celebrate these in their respective towns By behaving in a manner that will send signals or cities. The Philippines has some of the most to others that you are a highly mature and colorful and happy festivities all year round. caring person, your peers will look up to you Can you imagine listening to the story from a and aspire to be like you.The more members in peer about his solid devotion to one of the your team start inspiring one another, the more most attended processions in the country, the the team will be cohesive and ready for any feast of the Black Nazarene of Quiapo challenges ahead, including the sensitive celebrated on the 9th of January, and why he handling of issues surrounding peer cultural is so devoted to this? There are many other diversities. feasts of the same magnitude as the Feast of Our Lady of Peñafrancia" in Naga City, These issues are real and, sometimes, if not celebrated every third Sunday of September. properly addressed, can be causes for disfunction; and disfunction is something For example, there is the centuries-old companies guard against daily, because procession in honor to Our Lady of the Most dysfunction leads to low productivity and low Holy Rosary of La Naval de Manila® in Sto. morale. Domingo Church", Quezon City. The devotions to Our Mother of Perpetual Help in Baclaran 4. Engage your peers in cultural diversity and the devotion to Our Lady of Manaoag" in discussions. Pangasinan remain two of the most popular Catholic devotions in the country. We are experts about the traditions of our own towns The more you intelligently discuss the different and cities, but sometimes, are totally ignorant aspects of diversity like nationalities, regions, about others. Learning about these from your languages, dialects, religions, practices, peers can help you know our country more. By traditions, and sex among your peers, the knowing more about our country, you become better you will understand one another. The a better-informed tourism professional. more you will learn to respect one another. The more you will know about each other's differences. Here are five tourism-related portals I recommend you use to help you in your day- to-day professional work engagements: The idea being that life is so diverse; that being a Filipino and a Catholic® are not the only things out there; and that because your peer is TripAdvisor (www.tripadvisor.com) from Sulu"' and a Muslim"; does not mean they Hotels Magazine (www.hotelsmag.com) are less than you. The best knowledge we can World Tourism Organization (www.unwto.org) learn about these diversities can be gained by engaging our peers who are diverse and Philippine Tourism Department sincerely asking them about these diversities, (www.dot.gov.ph) not because you want to say you are better, ・ Our Awesome Planet but because you want to accept the realities (www.ourawesomeplanet. com) of these diversities and choose to respect all.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER 6. Find time for your peers, even outside of 8. Around the world in 12 months. work. Working eight hours a day, five days a week The human capital department of your can be grueling sometimes. You and your company should consider a program whereby peers can try your best to also relax and enjoy all staff activities for a particular month will yourselves over dinner or a cocktail party every delve around a selected country. The selection now and then. It is a very good idea to join this of these 12 countries should be done based on bonding time outside the workplace because their representation in the workplace or the all of you will be in a happy and celebratory top 12 countries , represented in the mood. Many times, peers make it a rule not to workplace. Staff activities, like the monthly talk about their work, but this is easier said than birthday celebrations, can be programmed done. These get-togethers are a very good with fun learning activities and games about way of getting to know your peers in a more these countries. From experience, this informal setting. Peers usually open up about approach is highly popular, with the citizens themselves more easily in these occasions. from these countries contributing a great deal. These sessions must become a venue for The program also keeps motivation high getting to know more about one another, thus, among all staff because they always have developing a deeper understanding of the something new to look forward to. The games different personalities in the team. Here, can also be big surprises. This is a very informal stronger bonds are developed. This bonding and fun way to learn more countries, their goes a long way in the nurturing of our people, their customs, and their traditions. This relationships. I recently conducted a Visioning program is a winner for multicultural diversity Workshop for a new player in the resort market awareness. in Siargao." When we started writing the Values Statement of the company, the very young 9. Be discreet and sensitive. members of the team (in their 20's) wrote one of the most brilliant Value Statements I have ever seen. It is simple, direct, and loaded with Diversity issues like religion and sex are among value. It reads: "We value relationships...." the most sensitive of all diversities. Many would rather keep their religion or sexual life as private as possible, without having to share the 7. Include short three-minute diversity details of these with their peers. You must quotes/learnings in everyday meetings. always be discreet and sensitive in cases of this nature and ensure you respect their stand on In the tourism industry, staff usually start their these matters. shifts with a short daily 15-30-minute operation briefing. It will be a good idea to encourage When faced with these peers who value their multicultural diversity awareness among privacy, especially in these issues, respecting everyone by including a 1-3-minute daily their wishes and being discreet is the best way sharing by a member of the team on anything to go. Never force the issue of wanting to related to diversity in the workplace. It could know. In the first place, it is none of your be a quotation, a prayer, an article, or business. anything of positive value. 10. Celebrate each other's diversities. I remember doing this in one hotel in the Middle East where I was working as a consultant. I implemented this practice It is only when you start sincerely celebrating because, at that time, this hotel had over 20 each other's diversities that you can say you different nationalities working there, and it was have conquered the multicultural diversity plagued with numerous diversity challenges. challenges in the workplace. Celebration This short sharing is easy to implement and gets means total acceptance and understanding team members involved in the importance of of our differences without any judgment, diversity awareness. without any comparison, without any rating as to who is excellent, very good, average, marginal, or poor.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER Celebration means entering and praying in Your superior happens to be the person who mosques even if you are Catholic when invited sees to it that everyone keep their toes behind by your Muslim friends. Celebration means the line. Now having said that, how do you attending an LGBTQ party when invited by apply this rule to the boss? By simply accepting your LGBTQ friends. Celebration means wholeheartedly your specific role in the standing in attention when the national organizational structure, knowing fully well that anthem of your friend's country is being played they are your superior and, as such, under their during an occasion you have been invited to direct authority. Therefore, rule number one in by this foreign friend. At the end of the day, we managing your superior who is diverse is to are all one people living in one world. show them that you respect their authority and their person. Yes, that is the authority they carry as superior your and the person behind that Our world now no longer has borders because authority. Once that is clear to you and them, of the facility of reaching out to one another. then the succeeding four rules will be easier to Thus, it makes it easier to easily cross follow. boundaries filled with diverse peoples, diverse cultures and traditions, and diverse religious and spiritual practices. It is time we celebrate 2. Be observant. our border-less diversities. Bosses sometimes do not ask all the questions Chapter 9 they need to ask for one reason or another. WHEN YOUR SUPERIOR IS There are times foreigner bosses want to ask you about the religious figurines on display in DIVERSE your desk if, say, for example, you are a devotee of the Sacred Heart of Jesus or the How different is it handling multicultural more popular Santo Niño and you see them diversities of customers or guests and peers staring at your religious figurines. Do not be shy versus handling multicultural diversities if it was to share your devotion to these saints. This is of your superior at work? The fast and quick but one example of how you can educate answer is that there is no difference at all. All your superior about your culture and traditions the rules of the previous two chapters apply without them asking you about it. You just here just the same. happened to be observant.There are many other ways your being observant can answer the unasked questions of your shy superiors. However, when it is your superior who is diverse, perhaps they are a foreigner, a member of the LGBTQ community, or a protestant, what else 3. Be inquisitive. should you do that we have not discussed in the previous two chapters? If your boss is too shy to ask you questions about matters, they think are too personal, you can be more inquisitive than them. Ask them When it is your superior who is diverse, there questions about the things you see in their are five rules to be guided by to make your office like their collection of paintings and the superior feel at ease with you: photos of their family on his desk. Engage them in short banter about their country of origin 1. The boss is always right. and its people. You may want to tell them an interesting piece of trivia you may know about their country. This of course is an exaggerated statement. I am using this statement to simply However, be ready to continue the intelligent overemphasize the obvious fact that in conversation that you started. Superiors companies, there are organizational structures appreciate staff that ask questions about that are in place and that all staff are required something special and important to them. to respect and dutifully abide by their When you ask the right questions and engage organizational features, rules, and regulations. your superior in a wonderful conversation, they will be impressed by your sincere interest and hopefully more conversations will happen  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER between the two of you as you work together. Chapter 10 The good thing about this is that your DIVERSITIES IN DIVERSE relationship will go beyond the time that you are working together. LOCATIONS Many bosses call their favorite staff and invite This chapter will focus on the cultural diversities them to join them in their next assignment in all the countries we traveled to as somewhere in the world. Being inquisitive can ambassadors of Filipino music and culture from literally take you places around the world. I am 1988 until the present. a witness to hundreds of Filipinos that have been invited by their former bosses to join them in some of the best countries in the world. HATID SAYA 1988 Many of them choosing to stay as immigrants in these countries. Many lives have been After I left my first hotel job at the Hyatt improved and transformed because of these Regency Manila as Director for Human relationships. The moral of this story is to always Resources, I line-produced a TV program over engage your bosses in wonderful and at ABS-CBN Channel 2 titled "Overseas intelligent conversations. Unlimited" for the growing number of OFWs. The program was telecast every Sunday from 4. Respect his diversity. 11 AM to 1 PM and hosted by Noli de Castro and Angelique Lazo. Today, whether you are male, female, or a member of the LGBT community, your The program's format was mainly public qualifications are on equal footing. No gender service, but we had an entertainment preference can make you better than the component for Filipinos who were intending to other. What is important is not your gender but go overseas as performers, musicians, singers, your ability to perform a task you have been and dancers. hired to do efficiently and professionally. By respecting diversity, diverse people will respect This program led us into a close partnership you as well. with the government agencies in charge of overseas workers. The first ones were OWWA or 5. Include your superior in all the Overseas Workers Welfare Fund and the multicultural diversity activities and POEA or the Philippine Overseas Employment discussions. Administration. A boss should never be exempt from any Both these agencies were supportive of the multicultural diversity program in the company. program's noble undertakings and they They should be at the forefront of all these participated actively in the public service activities as a matter of fact. They cannot portions where ordinary folk would troop to our excuse themselves by saying they have other studios to apply for legitimate jobs as well as things to do, much less saying they have other report cases of illegal recruitment by notorious more important things to do. agencies and individuals. They also cannot say that they know the Illegal recruitment has always been one of the subject matter already and can skip the most serious crimes that have victimized discussion. You should be able to impress upon thousands of Filipinos, the majority of them your boss that it is their presence and authority poor, all of them applying for jobs overseas to that will lend credence to all these activities improve their living conditions in the country. attended by everybody else. Actually, a good The program exposed many of these illegal boss does not need to be told these things, recruiters rightfully, most of whom were they should know their presence is important in eventually sent to jail to pay for their crimes. all these activities.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER One of the major projects we were asked to It meant that all printed materials for these undertake for OWWA was the mounting of a countries were different from all the other 12-city musical concert tour for our OFWs countries. Materials like posters, banners, based in the following countries: tickets, leaflets, as well as all other promotional paraphernalia, were different. All production scripts and bylines would also have to address 1.   Rome (Italy). this distinct change. 2.   Milan (Italy) 3.   Vienna (Austria) We decided to be safe rather than sorry. The 4.   Amsterdam (Netherlands) Porkchop Duo had no choice but to go with 5.   Kuwait the plan or else be dropped from appearing in these Middle East countries. 6.   Bahrain 7.   Dubai (United Arab Emirates) End of this strange story. 8.   Al-Ain (United Arab Emirates) 9.   Sharjah (United Arab Emirates) HATID SAYA 1989 10.    Muscat (Oman) 11.    Kuala Lumpur (Malaysia) The 1988 concert tour was such a huge 12.    Singapore success that Filipinos based in all these countries asked OWWA to bring back the tour At that time, the most popular and most in 1989. OWWA obliged. requested host-comedian was Bert 'Tawa' Marcelo (+)%. We engaged Bert Marcelo to Geneva, Switzerland was added to the list of host this overseas concert series that would concert tour stopovers take us one full month to mount. Together with and artist Cherrie Gil was also invited to join the Bert Marcelo were Dulce, Nova Villa, Ricky group. Belmonte (+), Camille Victoria, and the comedy duo The Porkchop. When the group was in Amsterdam and on our rest day, Bert Marcelo invited everyone to join One of the strangest preparations we had to him on a tour to the city's famous or infamous, undertake once the tour reached the Middle depending on which side of the moral East countries of Kuwait, Oman, Bahrain, and compass you belong, Red Light District. The the United Arab Emirates was to ensure that no district features one-room cabins rented by one from our musical presentations was going prostitutes of all genders who offer their sexual to offend our hosts or portray anything against services from behind a full glass blacklight their culture and traditions. I used the word window or door. The district also features sex "strange" to describe these preparations shops, sex theaters, peep shows, a sex museum, because one of our featured artists were The and a few coffee shops that sell cannabis. Porkchop Duo. In these predominantly Since most of us were all first-timers in Muslim countries, people do not eat pork Amsterdam, we were all walking together side because it is against their faith. The production by side enjoying the unique culture unfolding team was in a quandary even before leaving right in front of our eyes. This was something Manila as to how we were going to introduce most of us were experiencing for the very first The Porkchop Duo. We were worried that this time in our lives. You will not see a district like might be insulting to our hosts at the minimum this one that is legal and so open to the public but more worried at the possibility of someone anywhere else in the world. among us organizers being jailed for this possible slight or insult. To settle the issue, and so as not to stress ourselves out while on tour, We would look at some of the prostitutes in we decided that while in the Middle East, The their windows dressed to attract their Porkchop Duo will be known as The customers and loudly wonder among ourselves Lambchops Duo. how many customers they service a day.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER The way this district was conducting its daily The Kumustahan Concert Tour series featured business was so mindboggling to all of us. the following performers: 1.   The Apo Hiking Society Bert Marcelo, the leader of this intriguing 2.   Jolina Magdangal walking tour chancedupon one lady prostitute 3.   Rico J. Puno (+) he found amusing because she was black and voluptuous. He led us all to her window. We all 4.   Francis Magalona (+) looked at her as Bert was so amazed by her 5.   Dulce appearance. After about a minute of our 6.   Nanette Inventor group staring at her, the prostitute barged out of her glass window and angrily commanded 7.   Geneva Cruz Bert and the rest of us to get the hell out of her 8.   Ogie Alcacid window frontage. Shock is an understatement 9.   Ara Mina of how we reacted to this angry, belligerent prostitute, so we quickly moved away and as we were doing so she continued shouting with There was one incident we will never forget in her arms up," And don't you ever come back!" one of our concert stops, Kuwait. The program started on time and The Apo Hiking Society was about to end their first set of production Kumustahan Concert Tours 2004, 2005, numbers. Our funny concert host, Nanette and 2006 Inventor, introduced Geneva Cruz to the loud cheering of the The Kumustahan Concert series was just like crowd. the Hatid Saya series. These concerts were still aimed at Filipinos overseas, but this time, we In the middle of Geneva's performance, the expanded our reach to the Asia Pacific region show was stopped by the Kuwaiti police. As and North America. These were the cities the executive producer, I was immediately Kumustahan Concert Tours traveled to: summoned to the backstage where the police explained why they stopped the show. 1.   London (England) Geneva was a little too sexy for comfort, so 2.   Amsterdam (Netherlands) they requested we cover her to hide her shoulders and knees. But that was not all. We 3.   Vienna (Austria) were also asked to advise Geneva not to 4.   Rome (Italy) gyrate too much on stage. 5.   Kuwait (Kuwait) 6.   Manama (Bahrain) Geneva was obviously shaken. But as a real trooper and believing in the age-old showbiz 7.   Dubai (United Arab Emirates) adage "the show must go on," after about a 8.   Muscat (Oman) 15-minute interruption, Geneva was re- 9.   Sydney (Australia) introduced to the delight and appreciation of 10.    Melbourne (Australia) the eager Filipinos in the crowd. 11.    Saipan (USA territory) Both the Filipino audience and the official 12.    Guam (USA) members of the concert tour entourage 13.    San Francisco (USA)    Los breathed a sigh of relief that we could Angeles (USA) continue with the concert. We only received a 14.    San Diego (USA) gentle reminder not to repeat the offense in a future concert. 15.    Las Vegas (USA) 16.    New York (USA) The Kuwaiti police were professional and 17.    New Jersey (USA) courteous to all of us. After the concert, we 18.    Atlantic City (USA) invited the police to join us for dinner as if 19.    Vancouver (Canada) nothing happened. They did join us and volunteered their own stories about knowing and liking many Filipinos.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER They said they have many good Filipino friends. As tourism professionals, having a global The moral of the story is "When in Rome, do as mindset is a must. Tourism is all about every the Romans do." place we can reach on earth. Tourism is all about every nationality we can meet along the way. Tourism has no boundaries. Tourism Cultures and traditions vary from country to does not discriminate. Tourism does not hate; it country. Even within a country, cultures and does not judge. traditions vary from one province to another. We have seen this in all the stories I shared with you thus far. As tourism professionals, we should lead the way to include everyone. No one should be left out. When I was a cabin crew member There are so many more experiences I have with PAL, and only 22 years old, one of our not included in this chapter. Suffice it to say important subject matters was all about the that the inclusion of this particular chapter in world —Europe, Africa, the Middle East, Asia this book serves as a reminder on how Pacific, North and South America, and important it is to be more aware of these Antarctica. At that time, our longest flight varied cultures and traditions once you step assignment was for 30 days and this was one of out of your comfort zone which is the my favorite flight assignments. This long-haul Philippines. flight would take us first to Bangkok for a technical stopover after flying for about three Cultures and traditions vary from country to hours from Manila. Then, we take off again this country. Even within a country, cultures and time to fly to our first stopover, Karachi City, traditions vary from one province to another. Pakistan. We would stay over in this exotic and We have seen this in all the stories I shared with laid-back city for 3 days and await the arrival you thus far. There are so many more of the PAL flight from Manila that will now take experiences I have not included in this chapter. us fly to our final destination, Amsterdam City in Suffice it to say that the inclusion of this the Netherlands. It is in Amsterdam where we particular chapter in this book serves as a would be based for the next 27 days and fly reminder on how important it is to be more every 3rd day to Karachi, stay another 3 days, aware of these varied cultures and traditions and fly back to Amsterdam. We would repeat once you step out of your comfort zone which this cycle for a month until we finally return to is the Philippines. Manila. With so much in Amsterdam and Karachi, we took advantage of this time to Chapter 11 discover as much of these cities and countries as we could. Many cabin crew members FIVE WAYS TO BECOME A would go further and take trips to neighboring DIVERSITY CHAMPION countries for a day or two. In the previous chapters, you were given a Among the neighboring countries, I personally total of 25 rules: 10 for your customers or guests, traveled to during my days off in Amsterdam 10 for your peers, and 5 for your superiors. In are France, Belgium, Austria, Germany, this chapter, it will be summarized into the Five England, Switzerland, and Italy. On the other Ways to Becoming a Diversity Champion with hand, during our off days in Karachi, one of my site real-life examples for each of these ways. favorite things to do while in the city was to go "crabbing" and feast on these crabs for lunch right in the middle of the Indian Ocean. Five Ways to Becoming a Diversity Karachi was also a favorite shopping place for Champion oriental lamps, cheesecloth, Persian carpets, and onyx stones at bargain prices. These extra 1. Start with a global mindset. The travels were among the best experiences I world has been made smaller in the past could ever have. I did not only enjoy the sights, couple of decades because of the advances cultures, traditions, and the local vibe of each in technology. What will the world be like 20, 30, of these places, but I also met people who or 50 years from today? remain my friends until today.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER When I travel back to these countries, I try my using pagmamanol. There is so much to be very best to catch up with them and enjoy a proud about. And yes, all of us can become tête-a-tête. It is indeed a cliché, that traveling national heroes. the world is the best knowledge ever, but it is so true. My travels have helped me grow faster 3. Initiate and participate in and enjoy the tourism and hospitality industry diversity programs. Most companies in even more. the tourism and hospitality industry are active in programs with diversity themes. This is 2. Become a "national hero." It is because as we already said earlier, our awesome to learn and experience all about industry is among the most diversely populated other peoples and cultures in the world. But it is industry in the world. These programs can even more awesome when you become a include anything from learning another master of your very own. Be a proud Filipino. Be language, about a specific race, the proud of your past. Be proud of your present. complexities of religions in the world, or about More importantly, always be hopeful about celebrations and festivals of different countries. your future. There is so much to be proud of our Whatever the diversity program offered in your past-the collective cultures from Spain and company, show interest and participate in America; our Catholic faith; our multilingual these. Additional knowledge about the world abilities of Tagalog, English, and a local dialect. through these programs equals additional merits for you as a tourism professional. In our contemporary times, there are the numerous beauty queens with international 4. Adopt one diversity. Having a titles, our sports champions in basketball, general knowledge of all diversities is a must. boxing, and fencing, and the very first Adopting one diversity as your own is another bloodless People Power Revolution that matter. What do I mean by this? We all have toppled a dictator in 1986. Unfortunately, there something we appreciate more than others. are those among us who, instead of proudly For instance, how would you answer if I asked talking about being Filipino with our foreign you, "Among the 200 plus countries in the world, guests, are the very first ones who start talking what would you consider your top five?" or negatively about the Philippines and the "Among the so many festivals celebrated Filipino people. Do not get me wrong. We are yearly all around the world, which one is in not perfect, and no other nationality on earth your bucket list to experience?," Or if I gave can claim they are perfect. However, when you the opportunity to learn another language, dealing with our foreign guests, we should talk what would it be? about what is good about us as a nation and what binds and bonds us together. As you begin your journey as a tourism professional, what could your answer to any of We should talk and share about our the three questions be? If, for instance, among exceptional values like bayanihan100, among the over 200 countries in the world, you say others. We should be proud of our more than you would like to be a specialist of or know 7,100 islands and the beauty of the Philippines, more about Spain, then you will have to from Batanes to Jolo101, When we were include in your personal vision and mission as a opening the EDSA Shangri-La Manila in 1992, tourism professional a road map of you our first general manager, Nigel Grocock, a learning and experiencing more about Spain British national, accepted our suggestion to as a country. name all the hotel function rooms after some of the islands in the country like Palawan102, 5. Be a diversity champion. By actively Batanes103, Bohol104, Dapitan105, Sulu106, Lubang107, and Basilan108. engaging in the first four ways of becoming a diversity champion, you become a diversity champion. Being a global thinker, becoming a We should be proud of the many places there national hero, enhancing your diversity are to see all over the country. We should be capabilities with new knowledge, and proud of our food such as adobo and balut. choosing to become familiar with at least one 109 We should be proud of being the only diversity transforms you from a tourism people in the world that respects our elders professional to becoming a diversity champion.  THC 8 - Multicultural Diversity In Workplace Of The Tourism Professional SECOND YEAR – FIRST SEMESTER CHAPTER 12 3. Allowing people of all faiths into our BENEFITS OF A DIVERSE workforce will strengthen tolerance among one another and enhance respect for each WORKFORCE other. Throughout this book, we have seen the many Furthermore, it makes very good business sense. benefits that a diverse workforce working The world's largest economy, the USA, together can bring. We have heard many attributes the contribution of its workforce to times the phrase “there is strength in diversity" the largest GDP in the world, A workforce of spoken by leaders in the liberal democracies religious diversity, one that includes workers of around the world. all faiths. One that stands out is what Martin Luther King 4. Allowing people with disabilities to J.l said: "An individual has not started living until contribute their skills in the workforce will he can rise above the narrow confines of his encourage compassion and kindness among individualistic concerns to the broader one another and promote sincere concerns of all humanity."As we end the brotherhood. discourse on Multicultural Diversity in the Workplace for the Tourism Professional, let me There are already many companies opening now summarize its benefits: their doors to the disabled, among them are Procter & Gamble and IBMIs. The latter was 1. Having diversity in our workforce will already opening its doors to them even before transport our business into a more effective the Americans with Disabilities Act existed. IBM and successful global company with an engineered the braille typewriter and other understanding of more of the world, its similar devices for disabled individuals. peoples, and its cultures. 5. Opening doors to the LGBTQ community will In a recent ranking by Refinitiv Diversity & pronounce the organization's acceptance Inclusion Index 12, Accenturells gained the top and non-discriminatory values. spot for the second consecutive year of the World's Most Diverse and Inclusive Companies. Among the companies with a 100% rating on The Philippines is privileged to be a host to the Human Rights Campaign Corporate Accenture, where some 35,000 Filipinos and Equality Index!% of the United Nations is Visal2, other nationals work as call center agents which has openly supported these UN among other responsibilities. Having a diverse Standards for LGBTI, a best practice guide for workforce will create an environment of equal policies and procedures for LGBTI employees. opportunities for all. In another recent study authored by Oxford Economicsl4, Norway!15 was ranked number one among countries providing the most diverse working environment, which includes gender and ethnic diversity. 2. Having a multilingual staff can make customer service more efficient just like in the case of the cruise line business. In an article written in the Huffpost by Ryan McMunnl6, he placed the hospitality and tourism industry among the top six industries where a multilingual facility is a distinct advantage.