Special guests:

1

• Special guests
• descriptions used in the tourism industry
• alien (legal description, previously used at
  points of entrance. perceived as unfriendly even
  slightly hostile)
• foreigner, not positive nor negative description
• customer or guest from abroad and
• overseas guest or visitor, descriptions which are
  used in marketing.

2

• International visitors are attracted to UAE due
  to
• rising per capita income in tourism generating
  countries, high disposable income
• paid (sometimes long) holidays
• cheaper air fares
• new and safe destination
• reasonable to good infrastructure
• attractive environment, clean air, space, water
• promotion, Home of the Dubai World Cup

3

• Visitors
• Business travellers, including conferences
• VFR (Visiting friends and relatives)
• sun lust and wanderlust visitors
• Expectations
• like to mix with the locals
• like adventure and escape from the ordinary
• like to learn new things
• expect value for money
• look for quality which does not necessarily mean
  luxury

4

• What should the international visitor expect
• An understanding and tolerance of the ways in
  which they are different from UAE locals
• differences in
• language
• customs and dress
• diet
• expectations and behaviour

5

• Staff involved in handling overseas visitors
  should
• be motivate, enthusiastic, qualified and
  accountable
• be fluent in several languages
• be well travelled
• have a warm and outgoing character
• be knowledgeable about the background and customs
  of the tourist generating countries
• have a feel for marketing.

6

• What about language abilities?
• Tourism staff do not have to be legal
  interpreters, an ability to have a basic
  conversation, to understand the basic needs and
  to explain normal, day to day things is useful.
• Learn
• the usual conversations conducted in hotels,
• the usual words as thank you and good morning
  etc.
• to be careful not to use slang or colloquials
• to speak slow and clear. If that does not work
  write things down, use pictures

7

• Be aware of
• pronunciation problems
• etiquette as perceived by guests, use last name
  together with mr, Mrs. etc.
• avoid
• patronising
• practical jokes
• insults
• using colloquials
• be precise with security information
• supply information on common practices such as
  tipping