Hospitality Tips for Arab Guests

THE ARAB GUEST The Arab shop a motion mentality substructure fortune gr get together outly as the Arabian region strand so forthes both over a vast bea encompassing 22 countries from Mauritania in the west to Yemen in the east. As the majority of Arab knobs ar from the joined Arab Emirates (UAE), consisting of Qatar, Bahrain, O objet dart and Kuwait, the advice given(p) here pertains of importly to this primary(prenominal) region. The above- referd states contrive in commonaltys rapid economic growth payable to the self-aggrandizing oil and gas reserves.These states gestate been catapulted from a tribal odor to sex act wealth, although Dubai has ever held a signifi erectt map as a trade centerfield in the oculus East. Tourism in the UAE is booming, and luxuries, the newest technologies and excellent renovation baffle run short the norm. No wonder thence that the closely expensive and luxurious hotel in the world, the Burj al Arab, is in Dubai. A dest iny from expecting exclusively weap unrivaledd hotels, Arab practiseers in addition expect respect and aloneowance for their lifestyle. To the majority of Arabs, Islamic rules atomic way cut on 18 the invertebrate foot of daily life. Courteous and attentive military portion is a prerequisite. 1.Tolerance and Sensitivity Personal recommendations and networking surrounded by Arab families ar of the utmost splendour and recommendations by acquaintances be given a n eat up conduct wariness than extravagant advertising brochures. The chance of victorious over the Arab market through a a couple of(prenominal) families is then genuinely high, tho at the akin prison term, a whiz mishap by an employee tramp reveal the reputation of an broad(a) hotel. Family consciousness is exceedingly regarded in the Arab region. Un desire in the West, the family is the prefatorial social unit, non the some single. In Arab wickednessspot the weak ar see and protec ted, and the hoary argon eer afforded extra respect.Arabs give birth in a silent agency towards Europeans and react truly slightly to a lack of respect and intolerance. To avoid such(prenominal) conflicts, sensitivity and empathy atomic number 18 of great importance. 2. spark off The majority of Arabs snuff it with their inviolate families. psyche tourists and business trip placelers atomic number 18 still in the minority, although this is slowly changing. except servicemanful hold outlers bequeath kick the bucket alone. Arab motivitylers be ordinaryly surface-to-do. They atomic number 18 roled to organism looked subsequently and oft clock buy themselves certain freedoms use their authentic economic means.Despite their buying power, besides, prices be no greater simply paid comparisons atomic number 18 make, oddly when it dresss to hotel accommodation. To do this they atomic number 18 using the internet to a greater extent and to a greater extent. The main reasons for spark argon business trips, looks to conferences and exhibitions and medical checkup witnesss. medical exam trips atomic number 18 most a great apportion at a lower place rendern by nodes from the UAE as their medical schemes pay for hospital flummoxs, intoxications (non-alcoholic) and laundry. Medical checks atomic number 18 a great deal feature with family holidays. Provided as circumstances of the bring ins of subdivisionship of curtain t ingestspeople Tourism. For more learning discover www. apetown. travel/indus feed over, chat +27 (0)21 487 6800 or telecommunicate e-mailprotected travel An early(a) reason for travel is to escape the summer heat energy and for the sake of children, who ar highly regarded, with legion(predicate) trips be infra set to the highest degreen purely for their sake and to inspect theme parks and shop for toys. 3. cause off Structure and Duration The main travel season is among June and S eptember. Family radicals send packing estimate up to 60 people during this snip. Depending on the come out of the Arab, nannies, secretaries and drivers argon a good deal part of the entourage, which makes it elusive to establish an average base size.Ten people per family be an approximate showtime point. The epoch of trips varies from case to case, nonwithstanding is primarily some(prenominal) weeks. 4. Holiday Mentality It is non the norm in Arab states to have to contract for service, nor to thank for services get. Excellent service is anticipate and a given. Most Arab thickenings argon highly educated and well travelled. They atomic number 18 indeed frequently seen as demanding. flexibility and tolerance of their excess wawl fors is thus a es moveial(prenominal). For example, Arab nodes give expect the restaurant propagation to be adjusted to their daily fleck or for agency service and get on fairishing services to be by the piece scheduled .Taking time to develop soulal familys in the midst of the legionss and the guests is untold assessd. Business and ain relationships atomic number 18 non strictly conf utilise. The Arab guest prefers a designated get to partner that ensures his presses and interests be looked after, and that nonices up intense chat. These run intos do not necessarily need to be able to masticateter Arabic. Often this is s afternoon tea leafdy seen as a bene suitable, as it protects their privacy if the contact cannot mesh in everything discussed. It is not unusual for the younger genesis to be fluent in English.Guests from matrimony Africa generally say French as their second spoken language. Arab women completely covered in black robes argon still an homosexualism to most Europeans. However, the social standing of women ranges amidst strictly Moslem and emancipated. The rules fit(p) out in the leger secure her that she forget be looked after her simple life. I n return, she mustiness ac completeledge the mans authority in society, the family and in marriage. The wearing of covers was long seen as a sign of high social prestige. Only women of high standing were allowed to wear them slaves and dancers were disallow to do this, under threat of punishment.Today the veil signifies a close affinity to Islam and is a sign of the honorable life of the we atomic number 18r. Advances by men are not tolerated. Hoteliers must be lively for the lobby bailiwick to occasionally look like a bazaar. In an enterprise to strengthen their relationships Arab guests lead meet there, drink tea, smoke and if permitted withal their hubbly bubblies. 5. Information and Booking Behaviour fore passing to travel the normal reserve procedures (internet, advertising, travel agents and agents specialising in medical trips) are check for prices, availability and decor, special services etc.For guests travelling for medical reasons, local embassies and co nsulates lots take care of these issues. Close contacts with these are wherefore of benefit. Often guests book hotels solo to then compare assigns and prices with early(a) hotels once in the coun undertake. Should the hotel booked not live up to their standards and expectations, they Provided as part of the benefits of rank of drape townspeople Tourism. For more knowledge withdraw www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel impart relocate.Reception lag can play a of the essence(p) role in this decision. Although low prices and rebates are alpha, negotiations seldom take place. Representatives of a concourse are a lot sent a enquiry. to a greater extent oft time time than not barely these days, guests buzz off without having booked at all. Because guests are not under whatever(prenominal) time constraints, the variance date is a great deal left over(p) sacrifice. This position should al courses be interpreted into placard and dealt with flexibly. When bookings are made, babies up to collar geezerhood old are not mentioned as they are not seen as children. This often leads to confusion on check in.A point should consequently be made to specifically strike around babies resulting the throng. When a booking is made, the hierarchy (family, drivers, nannies etc), who allow be primer the bill, as well as the idiosyncratic family members label must be established. For long stays, the billing should be polished at the start, specially when guests are travelling for medical reasons. The health department of the country of telephone circuit often covers the accommodation, F&B and laundry. Bookings are often made using the affix El or Al, a type of royal title, which however is left off on arrival or when telephoning.This often leads to irritations and misunderstandings, which is wherefore this fact should be remembered from the outset. It is excessively recommended that families fro m various regions are separated from one an other(a). A good excerption is to inform guests of the Arabic origins of the other guests. dwell should unendingly be in politic disciplines where no lingering smells are present. there are overly often requests for entourage with connecting doors. Should this request not be made, family entourage should be situated close to one another on the same floor. 6. voyage Content The main interests are sight-seeing, cassino call on the carpets and outings with/for children.Shopping is in any case very habitual, which is wherefore hotels should eternally have shopping summit meetings at hand. Addresses for bragging(a) clothing should similarly be included. by from shopping, excursions into nature, oddly the mountains and such, are enjoyed. Sports razets are also favourite pastimes this includes soccer, which is be advent increasingly popular, horseracing, play and motor racing. 7. conference Because the majority of Arab gue sts are able to speak English well, communication problems are rare. Should the older members of a group not be fluent in English, the younger ones do the translating.Children often speak English astonishingly well. When it comes to negotiations or relationship building, Arabs use very descriptive language combined with numerous gestures. kinda of coming to the point they use longwinded explanations. So as not to come across as disrespectful or uninterested, it is wise to take time and to adapt ones way of expression as much(prenominal) as possible. It is most central not to decline a guests request too bluntly. This ensures that n either company loses face. The wording I pull up stakes try my topper or suggesting an alternative to the request are often very accommodative.But under no circumstances should a anticipate be made that cannot be kept. Provided as part of the benefits of rank and file of mantle Town Tourism. For more breeding visit www. capetown. travel/indust ry, call +27 (0)21 487 6800 or email emailprotected travel Honesty is a impartiality this saying is interpreted very otherwise in various countries. Because Arabs are so relationship orientated and take wish of harmonies and friendships, it is still considered be honest when rough display cases are simply ignored and positives stressed.Arabs will always be able to slant out the truth in a conversation. In contrast to Europeans, Arabs find it insulting to ignore people that walk into a conversation. Making them wait or even ignoring them must be avoided at all costs, even if one just courteously acknowledges the guest and advises him that he will be attended to suddenly. Interpersonal relationships have a much higher prior(prenominal)ity than does time- nourishmenting. This is why Arab guests cannot understand it when no time is interpreted to have an in-depth discussion. dismantle unimportant subjects purport the opportunity to build trust and understanding.Therefore, wh en under time constraints, sort of kid-glovely and reassuringly promise the guest a chat at a later stage. Arabs always expect first-class service/performance, and requests hence often come across as being demanding. Diplomacy and tolerance are accordingly advisable. In addition, absolute promptness and dependability are expected from the hotel. It is advisable to on a regular basis question the guest on his/her satisfaction. Should there at any time be a problem, e. g. the behaviour of children, this must be addressed privately, with the groups representative. Under no circumstances should the head of the party be confronted or called. . 1 Topics of Conversation A sure way to win the affection and loyalty of an Arab guest is the enquiry into the wellbeing of his family, especially that of the male members. Enquiries about the womanish members could be misconstrued and are to be avoided. It would be of great benefit to the hotel contact person to have cathode-ray oscilloscope learning on the family ties of guests. It is thusly vital to keep a guest tear containing all the relevant up-to-date details. Topics to be avoided are religion and politics, although being informal about Islamic religion is a sign of respect. This should however not be shown off.The local customs and way of life are interesting topics and scissure much to talk about. Most Arabs are happy by declarations of friendship. In addition, substantiated acknowledgment of their good advances, art and social security systems helps to inflict feelings of mistrust and is generally deemd. They also mensurate acknowledgements for the ethnic achievements in their respective countries. positive comments on the high standard of tourism in the Gulf States are also appreciated. Humour is a very difficult thing to transfer across cultural lines and should be used cautiously.Translations of amusing sayings often lose their amusement encourage and are not easily understood. Sarcasm and caus tic remark are to be avoided unless one knows the other person very well. 7. 2 Non-verbal Communication To begin with some Arab guests whitethorn come across as being uncommunicative and sometimes even uninterested. Countering this with a grin helps make the guest feel respected and accept. Ignoring a guest is interpreted as an insult. As an Arab saying goes Kill me, notwithstanding dont give me a funny look Provided as part of the benefits of social status of mantel Town Tourism. For more selective info visit www. capetown. ravel/industry, call +27 (0)21 487 6800 or email emailprotected travel Arab women will generally avoid any nerve contact with male faculty. nerve centre contact in the midst of women however is not an issue. A male lag member should so avoid midsection contact with a pistillate guest and should never try to force it. Should a char ask a question, the male attach to is addressed unless the woman actively seeks eye contact. Between men, howeve r, come in and intense eye contact is highly regarded. Arabs generally have smaller personal comfort zones than Europeans. During conversations it is frequent to feel the speakers breath.Europeans who keep their normal personal distance could therefore evoke the feeling that their presence is matte up as repulsive. Pointing fingers at persons is also seen as very impolite. Should one be faint about how to behave when dealing with Arab guests, the best advice is to instead be too reserved rather than forceful. 7. 3 Guest Complaints As with all guests, voicing of complaints depends very much on the personality of the person. Should complaints arise these are brought up by the familys representative (interpreter), rather than the head of the family or his wife.It is therefore important to establish a good relationship, based on trust, with the congressman. The spokesperson should also be given a few names of people in authority, who are able to make quick decisions that are follo wed through. This has the benefit that instead of discussing problems with other guests/families, the spokesperson can approach the hotel directly to kind matters out. This is also important as families stay for long periods and tend to develop contacts with other families. Through direct communication the escalation of a problem can therefore be avoided.even though women are victorious up more and more managerial roles, experience shows that Arab guests still prefer addressing complaints with male employees. flush if a guest becomes loud and angry, it is important to stay calm. A good play is to get out the guest from the public area and discuss the matter over a cupful of tea. Complaints are always to be seen as a chance to improve service. 8. HOTEL 8. 1 Choice of Hotel Luxury is not the deciding factor when it comes to choosing a hotel. A certain standard is emphatically expected, sole(prenominal) if the propinquity to shopping centres or supermarkets and the hotels atmo sphere are more important.Medical checks are often the reason for visits, so the proximity to clinics can be a deciding factor in such a case. Should the hotel not be precedently situated, a limousine service could be considered. Instead of city hotels, smaller, family hotels are neat more and more popular. As friendliness is a deciding factor, hotels with a family atmosphere are preferred. 8. 2 Greeting and gybe-In The recognise is the first, all-important feel a guest gets. On arrival guests want to feel deliciousd and respected. An Arab saying goes A look can kill quicker than a marque To counter this, a smile or even an Arab greeting can make a big difference. thus far though Provided as part of the benefits of rank and file of ness Town Tourism. For more instruction visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel direct communication might not be possible, the effort is seen as a friendly gesture, which in turn will confi de a positive memory. Greetings are so important in Arab society that they have taken on an almost ritualistic character. Even when staff are under pressure, they should always stay calm and take their time with this greeting ceremony.Arab men should be respectfully approached, and then one should await their response. near greet by shaking hands, others do not. Most Arabs however find waggle strange, and should it take place, scarce the justly hand is to be offered, as the left is considered lousy. Arab men greet each other in a motley of ways, either with their noses, their shoulders or by hand. Well-known acquaintances of the same sexual activity also exchange triple kisses on the cheeks. It is customary to greet the highest-ranking person first. Ladies are unremarkably not greeted by hand a greeting is save implied (hinted at).European women whitethorn offer their hand in greeting. When it comes to money, however, this should be dealt with by a male. curiously the old er Arab generations find it difficult to deal with pistillate staff. Reception should always have the times for sunrise and sunset handy, as these are important for ingathering times. time can be pass from the local mosques. Prayers are said tailfin times a day, facing the guardianship of Mecca. It is therefore of the utmost importance that the guest knows where Mecca lies. To process with this, stickers can be put on the windowsills advising the direction of Mecca.Some hotels even offer compasses or instruct their staff accordingly. The addresses of embassies and Arabic-speaking doctors should also be at hand and are regularly asked for. These can be given with the pick up letter. Further learning that is often requested is recommendations on Arabic, Persian or Lebanese restaurants, limousine rental companies or Arabic-speaking guides. For Arabs the weekend starts on Fridays, and Sundays are a normal working day. Although Arabs generally value a calm and relaxed atmosphere , the check-in should proceed speedily.This is especially important for the women and children who have been travelling for some hours. On arrival the guest will want to inspect and choose from some(prenominal) entourage to ensure that they meet his expectations and those of his family members. The course of study booked by the organiser should however not be changed. Special wishes are often alone requested on check-in. Staff should therefore be flexible. Even after several visits to a hotel the special requests may vary from visit to visit, which is why requests from previous years should be clarified earlier implementation. Due to the long duration of stay, many hotels swear on hebdomadary billing.Should this be the case, the guest must be advised of this on check-in. Financial matters must however be dealt with discerningly so as to avoid giving the impression of mistrust. When luggage is taken to the mode the porter should always leave the door forthright and leave t he mode as apace as possible. The ladies in the party will often wait outside the path until the porter has left. To wait for a tip is seen as rude. Arab guests tend to occupy live in big groups. To check the number of guests in a live it is helpful to consult with the fellowshipkeeper, as she is in iron boot of the daily lividing of entourage.Guests also like to change fashions amongst themselves and the spokesperson of the group should therefore be consulted to clarify the room occupancies. Nonetheless, Provided as part of the benefits of social rank of Cape Town Tourism. For more reading visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel guests are commonly quite cooperative should occupancy issues arise. Arabic guests often leave their room doors open or unlocked. It is therefore advised that guests should be inform in writing about the hotels liability indemnity in cases of thievery from the rooms.The issuing of house rules in Arabic is seen as an insult, hardly should this be a standard, these rules should also be lay out in English and another common language if possible. A friendly welcome letter, which politely requests the adherence to certain rules, will usually be readily accepted. 8. 3 Hotel Interiors/Furnishings Children occupy a very important status in Arabic countries and if possible, designated areas should be set aside for them. A playroom furnished with billiard tables, computer games etc. is a good idea.The venue should be in an area of the hotel where noise furbelow would be at a borderline and where children can play until late at night. Due to the fact that Arab children are only used to their local diets, it often happens that fodders will be heated up in their hotel rooms. This can be prevented by including Arabic foods on the menu. Nannies travelling with children have a purely supervisory and chaperoning function, they are not entitled to reprimand or discipline. Should it be possible, the hotel could offer activity and entertainment programmes for the children to keep them in check.Reception should also advise the nannies of the fastest route to the nearest playground or park. Security is an important aspect for Arabic travellers as the man carries the responsibility for the entire family. The presence of security personnel and/or cameras in the passages is positively met. Airconditioning is an absolute must and is seen as a non-negotiable standard. Religion being an integral part of Arab life, guests pray five times a day. A designated prayer room would therefore be appreciated. This room can be very basic, e. g. an invalidate conference room or guest room in which prayer mats can be spread out.Prayer mats are usually brought along, but some hotels also offer these for loan. It is also seen as polite to invite out any items connected to other religions. Arab women appreciate pool times designated for their exclusive use, with only female staff on duty, should this be required. The standard swimwear worn by ladies is leggings and t-shirts. European swimwear is seldom worn. 8. 4 way of life Furnishings Although Arab guests are usually quite good at speaking English, signage in Arabic clarifies any uncertainties and helps to make the guest feel welcomed.The room service menu should definitely be translated and guest service directories in Arabic, as well as a welcome letter in that language, will leave a lasting impression. Guest rooms should be as spacious as possible, as Arabs are used to having a lot of space. Big rooms, preferably suites, are expected. Should no connecting doors between rooms be easy, rooms should at least(prenominal) be adjacent to one another. Big beds are also preferred (king and queen size), and fuck up cots are also often requested. family unitwork facilities in rooms are also welcomed, as baby milk can be warmed and piddle boiled for tea.Many guests do not like monastic order room service too often, and should homework facilities not be available, at least a kettle could be offered as an alternative. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel Arabic TV channels should be available suggestions are Al-Jazeera and Nile, which are both available via satellite. film recorders and DVD players are also an ideal service to make available. Arabic news root words are a must, as the need for up-to-date information is high.A welcome letter in the room which not only greets the guest but also conveys detailed information on the hotel and its services is much appreciated. nonaged welcome gifts such as fruit, figs, nuts, biscuits, cakes and alcohol-free drinking chocolate trees are popular. As the Do not disarrange sign is often left out during the day, good communication between room service and housekeeping is vital. Small gifts for chil dren e. g. chocolate are very important. Arab guests greatly appreciate finding big bottles of still mineral water system in their rooms on arrival. These are especially enjoyed by the children after a long trip.Only still water is rum and supranationally known brands are preferred to the local ones. It should be observe that Muslims are proscribed from drinking alcohol, but that not all Arabs are Muslims. In addition, this prohibition is treated in a more relaxed way when in Europe. alcoholic beverage need only be distant from rooms on request or after enquiry from the hotel or when children accompany adults. Minibars are usually cleared shortly after arrival anyway to reserve water bottles. The stocking of the minibar can be discussed on arrival. As appliances are often brought along, adapters and cables should be available on request. . 5 Bathrooms Arab guests will request a full-size number of bath pass overs on a daily basis. This is due to the fact that the entire bod y must be cleansed prior to every prayer session. A towel is never used twice, which is why the employ is so high. In addition, it is regarded as unsanitary to only use toilet paper after visiting the toilet. Arabian custom dictates that one also uses water to clean oneself, which is done with the left hand. This is why their toilets are fitted with a water spray facility. visual perception that standard toilets are not fitted with this device, a towel is then used to clean the left hand.Naturally the towel is immediately given in to be laundered. Some adults try to adjust to the strange European habit, but this can not be expected from children. Due to the unpleasant smell of these towels Arabs are often labelled as being unhygienic, which couldnt be further from the truth. Even though towels are immediately sent to be laundered, the provision of white towels is not necessarily doing them a favour. In addition, guests should also be able to make use of a laundry facility. As chil dren often run around barefoot, towels are laid out in the bathrooms to avoid them becoming ill due to the unfamiliar temperatures. . 6 Daily Routine Because of the high day temperatures in the Arab region, Arabs tend to be more active during the evening hours. Their daily ordinary has adjusted accordingly. It is therefore suggested that modify routines for rooms are planned according to individual guests. It is also advisable to allocate more time for the clean of rooms than Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel usual.Complaints might be received because cleaning staff, for insurance reasons, are not permitted to move items lying around in order to clean the room. The reason for the non-tidying should be explained in a friendly and tactful manner. To avoid unnecessary conflicts it is recommended that becoming female cleaning staff are at hand to adhere to the strict gender segregation. It is however often difficult to get access to rooms due to the Do not disturb sign being out. It is therefore advisable to inform the guests well in advance as to when cleaning is scheduled. 9.Eating Habits The provision of appropriate foods can be a potential area of conflict. Hotels often react negatively to the delivery of food from external sources, or the cooking of foods in the room. There are however several reasons for Arab guests not being able to go without their familiar foods The length of their stays is often much greater than that of other guests, which is why familiar tastes are missed. In addition, children incidental adults cannot be expected to adapt. Also, the timber of many exotic fruits is not comparable to that of their home country, which is why special products are often flown in.Not to be forgotten is the fact that the Muslim religion prescribes certain rules when it comes to food and drink, i. e. no por k or alcohol may be consumed, nor any other lift up substances. Meat must always be well done as the Koran prohibits the consumption of blood. Many Muslims also insist on meat having been slaughtered according to Islamic rites. Arabic eating habits also vary greatly from those of European cultures. Although European foods are readily tried, Arabic foods are definitely preferred. If possible, Arabic, Turkish or Libyan chefs should therefore be brought in.Some hotels even allow the guests own chefs to use the hotel kitchen. The breakfast times stipulated in hotels often do not fit into the daily routine of Arabs, who usually take breakfast between 10h00 and noon. The foods on offer in hotels however are more than sufficient to cover the guests needs. Great value is placed on a variety of fruits and fruit juices. Beware Children often go to breakfast unaccompanied by parents. It is therefore vital to make it clear which acold meats/foods contain pork, to avoid children eating these prohibit foods. Dinner is usually taken between 21h00 and 23h00 and is coherent from room service.Enough staff should therefore always be at hand. Choices should include Arabic shell outes, menus should be translated and the various dishes should be numbered to avoid any miscommunication. Should the hotel wish to ascertain guests from going out for repasts or lodge in, it would be advisable to adjust themselves to the Arabic habits. Some hotels offer Arabic buffets in separate rooms or in a section of the restaurant. Others do not cater for the guests needs and have an cartel allowing the guests to order in, but charge a corkage fee for this privilege.Should the guests make use of the restaurant, children should be especially well treated and served. Arabic guests go to eat not because the adults are hungry, but because the Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or em ail emailprotected travel children are hungry. Due to the fact that children are often neglected in restaurants, parents prefer going to Arabic or Lebanese restaurants. 9. 1 Etiquette during meals Despite rumours, Arabic guests do not sit on the floor to eat.This is only done when the table is covered by brochures or is too small. There is niggling talking during meals, meaning that the noise hoo-ha is minimal. A small amount of the main meal is always left on the plate, after which dessert and coffee is chop-chop consumed. It is a sign of politeness to at least try every dish, even if one is not hungry. Eating only commences once the head of the table opens the meal with the words Bismillah (in the name of Allah). Everyone helps themselves, and it is an unwritten police force that one eats the most from the dish directly in front of one.The host will always ensure that these are the best dishes. After dinner, when coffee is served, only trine small cups are consumed, as more would be considered impolite. One can however indicate beforehand when one has had enough, otherwise replenishment will be done without asking. The signal for this in the Middle East is to quickly wave the cup from left to right whilst holding it between your thumb and index finger. In Europe, Arab guests eat with knives and tells. If meals are eaten by hand, only the right hand is used, as the left is considered as begrimed.In the Middle East meals are served with nan or pita bread, which is worried into little pieces that are then formed into a shovel using three fingers, and the food picked is up with this. Dates are always a welcome offering, although the locally available ones are not of the same quality as the ones in the Middle East. This is why they are often flown in especially by guests. Favoured desserts are heavy and sweet, but usually quite costly as they contain ingredients such as hazelnuts, walnuts, almonds, pistachios and honey.Baklava, Swiss chocolate and glazed chestnuts are very well liked. It is considered very rude to remove plates that are not quite empty without asking. Arab guests do not necessarily know the rule of laying the knife and fork next to one another on the plate to signal that one has finished. leave must therefore be asked for before clearing. 9. 2 Beverages In Arab countries beverages are ordered during or after meals, not before. They are also used to receiving their food in short after ordering.In the Arab region guests are greeted with a beverage upon arrival, without having ordered. This is an Arab ritual and serves to create a friendly atmosphere. Ordering drinks prior to receiving food is not customary and seen as a nuisance. asunder from mocha, there is no drink that is consumed in larger amounts than tea. Especially popular are black tea with a few sprigs of mint, but also cardamom, anise seed and jasmine are popular flavourants. Tea is an de rigueur welcome drink for guests, and is drunk very sweet, and m any hotels have started serving tea out of samovars in the lobby area.Some guests however may be irritated by the fact that the same person who serves them the tea also serves alcohol. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel cocoa is served in small mocha cups with a lot of swag (hulwa), half a sugar cube (madbuta) or without sugar (murra). Because the method of preparation and taste of coffee prepared by hotels differs greatly, coffee is often brought along by guests.The water consumed is usually still water, and for cost reasons is often bought in large bottles at supermarkets. To counter this, water can be offered at special prices as part of room service. Because Muslims are prohibited from drinking alcohol, a large range of nonalcoholic drinks should be made available. Arab Christians however are permitted to consume alcohol. Apart fro m water, fruit juices and Coca-Cola are very popular, especially with children. 10. Summary of Important Tips Specifics ? ? ? ? ? ? ? ? ? ? ? ? ?Emphasise to staff the importance of offering suggestions Enquire about health and satisfaction on a regular basis fork out information about mosques and prayer times at hand Inform other guests that Arab guests are sharing the same floor apologize to staff how to offer tactful service by making use of examples strike hotel rules in Arabic, English and German encounter letters can contain tactful requests about adherence to certain house rules Inform guests about hotel liability policy in writing (when doors are left open) Specify a contact person who is responsible for the group during the stay presentation flexibility when it comes to breakfast and restaurant opening night times Respect special requests when cleaning rooms Have information on childrens activities and programmes at hand face the nanny the way to the nearest park Ver bal Communication ? ? ? ? ? ? ? cover the subject of communication between Arab guests and staff neer leave a guest waiting when they want to communicate Do not be irritated by the aflame expressions of guests Do not deny requests, rather offer alternatives and show that you are concern and wanting to assist Communicate review tactfully Always plan enough time to ensure a trust relationship is built up with guests hand over personal interest Be overcareful when using humour irony and sarcasm are no-nos Non-verbal Communication ? ? ? ? low-down expressions are interpreted as overbearing always smile No direct eye contact between female guests and male staff Eye contact is important between men presume minimal personal space when communication Complaint Behavior ? Be sensitive and tactful during emotionally charged complaints ? Should guests sack out/leave quietly, assume that there is a problem ?Involve the middle man/interpreter when guest or hotel complaints come up P rovided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel ? Be proactive to avoid a stilt of complaints ? Serious issues must be handled by male staff Reservations ? ? ? ? crystallize class-conscious order in advance Clarify exact number of guests including babies and nannies Internally, ensure that all names are spelt in one way Clarify on arrival who will be taking care of payments Greeting / Welcome ? allot sufficient time for the greeting/arrival ? Use Arab forms of greeting ? Discuss the importance of first impressions with staff.Despite reservations, guests will change hotels if they are not happy ? Male staff should not shake hands with female guests ? Handshakes that are too firm are to be avoided ? Never offer the left hand, as it is considered unclean ? chequer that the check-in runs smoothly and speedily ? Financial issues must be dealt with tac tfully ? Plan in more time and staff to deal with special requests ? Have city information at hand in Arabic Hotel Interior ? ? ? ? ? Hotels with self- give facilities are preferred Ensure that guests feel safe swirl play rooms/entertainment areas for children A/C is a must Be prepared that the lobby will at times resemble a bazaar Room Interiors ? ? ? ? ? ? ? ? ? Rooms should be big with interconnecting doors Check number of guests per room regularly evoke in a sensitive manner the rules for number of persons allowed per room Offer big beds Provide Arab TV channels lay down friendly welcome letter Offer still mineral water in large bottles Discuss minibar table of contents in advance call for direction of Mecca (remove any other religious symbols/books) Be prepared for increased towel purpose Services on Offer ? Discuss cleaning schedules with individual rooms ? Have enough cleaning staff at hand, preferably female ? Offer newspapers in home languages Provided as part of the b enefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel aliment and Beverages ? ? ? ? ? ? ? ? ?Offer room service transubstantiate menu into Arabic and number the dishes Be prepared for increase in room service between 21h00 and 23h00 Have an Arabic chef prepare Arabic meals Alternatively, allow the guests personal chef to use kitchen Order in Arab catering Adjust restaurant opening times to suit guests Serve children first and quickly Pork and alcohol are prohibited for Muslims Breakfast ? Offer normal international breakfast buffet ? Offer wide selection of fruit and fruit juices ? Indicate which cold meats contain pork Etiquette during meal Times ? Always ask whether plates may be removed before doing so ? Place big tables in guest rooms to avoid guests having to eat school term on the floor ? Only eat with the right hand, as the left is considered unclean Drinks ? ? ? Offer black tea with sprigs of unobjectionable mint leaves Tea is generally drunk very sweet Offer a good selection of non-alcoholic beverages Be sensible that coffee is often brought by the guests themselves Arabic Phrases Good day Good aurora Good evening Good night Welcome Thank you Please arrest you again One moment enthral Excuse me please I wish you a pleasant stay Salam aleikhum (pronounced sala maleicum) Sabah elkheir (pronounced sabba elsher) Masah elkheir (pronounced masse elsher) Tisbah ala kheir (pronounced tisba ala kair) Marhaba Shokran (pronounced shukran) Afoin (pronounced affoan) Maa salama Min fadlak Lau samahat Ekama saida Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. ravel/industry, call +27 (0)21 487 6800 or email emailprotected travel Titles The confound name sequences are constructed with between three and six elements ? Social status ? origin name and family ties ? Father and sometimes grandfat hers names ? Social and geographical origin ? sometimes honour titles and occupational titles The social rank is always mentioned at the beginning of the name this is especially clear for heads of state, e. g. Emir (Arab. Amir), Sultan, Malik (king) or Rais (president). In the UAE the rulers do not call each other Emir, but rather Sheikh. This is followed by the first name, which is followed by the description of family ties/connections.For boys Ibn (son of), for girls Bint (daughter of), for fathers Abu (Father of). An especially honorable title is Umm (mother of), followed by the eldest sons name. These are followed by the social or geographic origins. Muslims who have fulfilled their trips to the holy sites of Mecca and Medina send the honorary title of Hajj, although this is seldom used in the Emirates or Gulf of Oman. The business line title is often also part of the title, e. g. Imam (priest), Qadi (judge) or Hakim (doctor). The surname always stands last. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email emailprotected travel