1. Language
1.1. Should there be any staff trained to be experts in Mandarin language/ customs so they can serve as mentors to other employees?
1.2. How do you teach the staff to be culturally respectful?
1.3. How often do you recommend refresher courses for existing staff?
1.4. If so, how should we determine which staff should be trained as mentors?
1.5. If the staff are unable to answer a specific language or cultural question, what would you recommend they do (i.e. cultural expert on staff, technological solution, etc)?
1.6. What is the best way for staff to practice Mandarin given the time constraints at work?
1.7. How much time do you recommend will be needed to properly train hotel staff?
1.8. Should training and job aids include translation into employees’ native language as well as English and Mandarin?
1.9. What type of training aids would you recommend?
1.10. Are there any special considerations or cultural influences that may affect Ilicano or Spanish-speaking employees’ ability to learn Mandarin?
1.11. Would you be willing to assist in translating explanations or descriptions of aspects of the Chinese culture?
1.12. Would you be willing to review the survey and refine the content and phrasing of each item from the perspective of Ilicano or Spanish-speaking staff?
2. Assessments
2.1. How should current language competency be measured?
2.2. How should current cultural competency be measured?
2.3. How should language proficiency be measured after the training?
2.4. How should the cultural competency proficiency be measured after the training?
2.5. If staff do not meet the required proficiencies, what remedial training, if any, do you recommend?
3. Culture
3.1. What are the most important concepts about Chinese culture that staff should understand when providing high quality service to these guests?
3.2. What are the critical cultural issues to be addressed by hotel staff?
3.3. Are there any cultural or etiquette-related considerations for employee behavior, mannerisms, or body language when greeting, saying goodbye (farewell), saying thank you to Chinese guests or in passing them in hallways or other public areas?
3.4. Housekeeping related
3.4.1. Are there any cultural or etiquette-related considerations for employee behavior in rooms occupied by Chinese guests?
3.4.2. What should our staff know about Chinese attitudes toward privacy, respect, and “saving face”?
3.5. Room Service related
3.5.1. What are the most frequent points of contact the room service staff has with Chinese-speaking guests?
3.5.2. What should our staff know about Chinese attitudes toward privacy, respect, and “saving face”?
3.5.3. Are there any cultural or etiquette-related considerations for employee behavior in serving food in guest rooms occupied by Chinese guests?
3.5.4. Are there any cultural or etiquette-related considerations employees should understand about food preferences and eating habits?
3.5.5. What is the easiest way for a Chinese-speaking guest to order room service menu items over the phone to English-speaking staff?