Before going on this study abroad program to London, I didn’t realize how much I would learn even before getting on the plane. The pre-departure module we’ve been working on showed me a different perspective on British hospitality, leadership styles, and cultural expectations that helped me prepare for what I’m going to experience in London. I always assumed British hospitality would be very similar to what I’ve experienced in the U.S., but I was shown that there are a few but important differences in how people communicate and serve others.
One of the things that surprised me the most was how formal and reserved the British service culture can be. In the U.S., especially in hospitality, we’re often very casual and enthusiastic when serving guests. We smile a lot, make small talk, and try to create a friendly atmosphere right away. British hospitality, from what I learned in the Zoom lecture and readings, focuses more on professionalism and politeness. This doesn’t mean they’re not friendly; it just makes it seem different. It made me question the fact that good service meant always being energetic or overly warm with people, which is what I always try to be.
In terms of leadership, I was shown that the UK uses a quieter, team-focused leadership style. American staff are usually more direct, while British staff seem to be more likely to support customers from behind the scenes, while they base on cultural values to shape the behaviour of the staff and company. As someone who is used to the American style, I now know that I should be more observant and patient when abroad.
I plan to adapt by listening more carefully, speaking with respect, as well as understanding the different tones of different people. I’ll do this by reading the room, being more open-minded and flexible, in this experience.
One thing i’m most excited about noticing is how different cultures will be shown in my day-to-day interactions, this being in the hotel, restaurants, or during the tours. I am preparing myself mentally for this by reviewing what I’ve learnt until now from classes, but also, as mentioned before, having an open mind.