Employers need consultants who can read verbal and non-verbal cues across cultures and adjust their service style, because travel customers expect a fit with their own communication norms.
Use a brief example, name the cue you noticed, explain the concrete change you made, and end with the client's positive response.
Start by picking a real moment where the other person's cues, not your assumptions, told you to shift gears. Say plainly that you noticed something specific, like a client pausing longer before answering, or asking only short factual questions instead of engaging with your usual friendly patter. Explain that you then made one deliberate adjustment, whether that meant slowing your pace, dropping the casual banter for a more formal tone, or switching from a detailed itinerary to a bullet-point summary. Avoid the trap of overcorrecting with loudness or excessive honorifics; instead, mirror their rhythm and offer a choice, such as asking if they would prefer a quick overview or the full breakdown. In a Philippine setting, this often matters with foreign tourists who may not expect the warm, indirect style common in local service, so frame your adjustment as meeting their expectation, not abandoning your own warmth. Close by stating the client's reaction, like them relaxing, thanking you, or confirming the booking, which proves the shift worked without you having to claim perfection.
Some candidates overcompensate by speaking extra loudly or using 'ma'am/sir' every sentence, which can come across as scripted. Instead, mirror the client's pace and ask a simple opening like: 'Would you prefer I give you a quick summary or the full details?'
Situation
During my OJT at a hotel front desk, a European guest asked me to book a local tour, but instead of using my usual friendly small talk, he gave very short answers and kept checking his watch.
Task
I needed to identify what he wanted, give him accurate options, and avoid wasting his time with unnecessary conversation.
Action
I shortened my greetings, listed only two tour packages with clear departure times and prices, and asked him to confirm by pointing or saying yes. I also printed the details instead of describing them verbally.
Result
He chose the afternoon tour, returned to the desk later to say the printed summary saved him time.
Observe the client's cues and adjust the amount of small talk and detail, not just the language.
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