Dinesh Divekar
Business Mentor, Consultant And Trainer
Setting Up Of Hr Department For Preopening
+1 Other

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Hi All, I work in hotel industry where many a times we have to give preference to a guest based on his gender or past association with company, which at times is assumed by other guests as racial discrimination, specially if the guest who got preference was a white. We want to have a proper policy against racial discrimination with guests, so that no team member can indulge in racial discrimination under the plea of urgency of guest. Would you have something similar in your organization. Please note that for staff we have this clearly mentioned in house rules but that\'s just a 1 liner.
From India, New Delhi
Dear Sohna,
To avoid getting blamed on partiality, you may divide your guests in four categories viz. Platinum guest, Gold guest, Silver guest and general category. Now what should be the eligibility criteria to become member of respective that you have to decide. Higher the level of category, higher is the level of preferential treatment.
Erstwhile Kingfisher Airlines (KFA) had <link outdated-removed> (FFP). In some other programme, members of the King Club were given preferential treatment and their booked luggage was off-loaded immediately after the landing. Members of King Club were not required to wait for the luggage at conveyor belt.
You may also design similar programme for your guests to avoid confusion on preferential treatment.
Dinesh V Divekar

From India, Bangalore
Hi. I have worked in hotel industry for 2 years (at the front desk specifically), and can comment from my own experiences/observations. Generally, experiences that different guests have at one hotel are very different; even one guest has different experiences at different times with the same hotel. While hotels do try to give uniform services to all guests, many times Caucasians (or whites) get preferential treatment. Especially by the staff who financially benefit from them (housekeepers, bell-staff who receive higher tips). It's not a generalisation but I have seen it happen.

I don't know what is the solution to it, but in my opinion, high sensitisation of this staff needs to be put in place. Additionally, sometimes preferential treatment does happen (like you said) based on guest;s relationship with the hotel. In this, past (bad) experiences with the hotel, revenue generated by the guest, length of stay, overall profile of the guest and equations s/he has with the staff- all these things matter.

To answer your question, don't u have values/ideal behaviors/mantras for you hotel- the way most hotels have? As far as I know, all such rules emphasise on customer service and have anti discriminatory message- whether explicitly or implicitly mentioned.

From India, Mumbai
Have those in place; but none the less have now designed a dedicated module on same too. Being a hotelier you understand the issue I was referring to. I would like to thank Mr. Dinesh for his inputs too.
From India, New Delhi
Sounds good. On a broader level, you can modify this to sensitise ur staff on diversity in general and guard against any type of discrimination (not just racial but includes and is not limited to gender, language, ethnicity, sexual orientation, sexual identity, physical disability and so on) against anyone. This is just a suggestion. As you spoke of racial discrimination, I just wanted to speak from a more wider view.
From India, Mumbai
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