If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide

Keywords

Competitive advantage; Cultural intelligence; Hospitality; Intercultural encounters

Abstract

A group of Japanese tourists arrive at a 4-star hotel, situated in the city center of Copenhagen, the capital of Denmark. Upon arrival, the Danishborn Japanese tour guide is the first to enter the hotel, while leaving his group of tourists in the bus. He then spends about 15 minutes with the front desk agent, checking details of the stay. Finally, after he is satisfied, he assists the tourists with checking in to their rooms. Afterwards, the guide overhears the front desk agent discussing and venting about the "annoying and time-consuming" process with a coworker in Danish. What should the hotel management do?

Publication Date

1-1-2017

Publication Title

Advances in Culture, Tourism and Hospitality Research

Volume

14

Number of Pages

103-110

Document Type

Article; Book Chapter

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1871-317320170000014017

Socpus ID

85041220637 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85041220637

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