If you ask me what was the most frustratingly complex thing for a team running a relatively small hotel in the very popular Summer destination, I´d definitely say - Language barriers. Actually, it appeared to be unexpacted. We altogether speak 6 languages – Croatian, English, Russian, French, German and Portuguese. We are quite fluent in 4 but struggle with the others.
The worst situation happened in the middle of August when everybody worked up to 18 hours a day and sometimes there was a girl at the reception who spoke 3 languages, but no Croatian. The guest form Croatia, staying with us just a night, wrote a negative review. It was not so bad, actually. She admitted that the view was fantastic, the place - comfortable and the room - very good. (Pogled je predivan. Kvart je tih. Soba je uredna.) But she was furious for having to speak English where in Croatia. (Nije mi se svidjelo što u Republici Hrvatskoj recepcionerka ne priča hrvatskim jezikom nego smo se morali sporazumjeti na engleskom.) That is why I started asked myself - How can we manage communication when our team and our guests don’t speak the same language? Shall we translate all our templates? Is it useful to illustrate room amenities and appliance signage? May be we have to use a voice interpretation app?
Actually we had guests, mostly from Hungary, who were in fact glued to their google translate application. They tried to communicate through it but it was a complet disaster. Sometimes we can't understand each other cause voice interpreter said something weird such as "water does not pass water”, so we ended up using pictures and pantomimes.
The next thing came to my mind – we have to learn new languages. But which ones? How to choose the right ones? So I ivestigate the issue and put together the data about all our guests. What I found out you can see at the diagrams. We had guesta from 30 countries, they spoke 20 languages. The most popular were Polish and German. And what about Croatian? It is at the 10-th place. Less than 4% our guests spoke Croatian
#MakarskaRiviera #BaskaVoda #VillaJunona #Croatia #languagebarrier #languagebarriers #multilanguage #lnstadaily #statistics #travel