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Monday 26 March 2018

Hotel Hustle

Column by: Shanella Pantophlet

Non parlo Inglese

I am currently trying to learn a new language and in doing so, I’ve
learned that my knowledge of Spanish is both a help and hindrance
in the learning process. The other languages I speak sometimes help
me to discern what a word is, but other times what I think a word is
and what it actually means aren’t the same thing, which can be frus-
trating. According to the website 15 minutes a day every day is all
I need to learn. In the meantime while I try to force a fifth language
into my brain, it occurs to me just how important language is to our
work. The chances of being hired at any resort around the world is
greater if you speak an additional language.
In Aruba anyone who was raised and went to school here speaks a
minimum of four languages, five if you actually kept up with French
or German classes. The main languages however are English, Dutch,
Spanish and of course Papiamento. The ability to speak these lan-
guages usually covers the most of our communication with our guests
as they are usually from regions that speak the above languages.

Every now and again though we get uncommon languages such as Portuguese, which we can still keep up with thanks to Papiamento or Ger-
man, which we can sort of work our way through thanks to Dutch. However there are some languages even we have a hard time with, doesn’t
matter though as we are professionals and we will find a way to communicate with our guests. You can’t imagine how hilarious it is to see a front
desk agent practically playing charades with a guest in an effort to figure out exactly what it is that they want or need, all the while hoping that
the hand gestures being used are not in any way offensive to the person you’re talking to.
I remember one time while working at the front desk we had these lovely Italian ladies staying with us, problem is they didn’t speak a word of
English and we certainly didn’t speak Italian. Luckily, google translate was just on the rise so my colleague and I decided the next time they came
to the desk we would use that to communicate. Our then manager practically had a fit when he saw us with the screen turned to the guests and
typing in turn, having a full on conversation via google translate. I thought for sure we would be reprimanded for it, but luckily he understood why
we did, what we had to and the guests were so appreciative of the efforts made to lessen the language barrier between us and them.
I always feel blessed to be in this business because, if it weren’t for working in a hotel, I probably would practice my Spanish as much as I do or
have picked up bits and pieces of other languages along my career. In hospitality we are determined to bridge the communication gap by any
means necessary. Yes, the language I am learning is Italian, in case you were wondering!q

Aruban born and bred Shanella Pantophlet is passionate about tour-
ism. That is the world she studied and works in, so we might as well call
her a specialist. Luckily for Aruba Today Shanella also loves to write.
And together with the fact that the majority of our readers are tourists,
we found ourselves a perfect combination for a column: Hotel Hustle.