Club InterContinental Week 8/16

Well, look at that. I'm halfway through my longest term at one position.
This week was rather uneventful in the workplace.
I'm starting to gain a routine and go through many of the daily tasks without question or assistance, leaving only one or two that must be done with a co-worker on account of the language barrier.
I've also come to realize that in China, they value guest relations less than they do "customer service." I know they sound like the same thing and I would have agreed before I came here, but the more I learn about work culture here, they more I realize that in their systematic way of life and doing things, they have no idea how to interact with guests and only know how to perform service standards.
For example, when you go to a restaurant there are certain requirements of the staff depending on the quality of the establishment.
In China, the staff would certainly put the napkin in your lap, pour the wine with the label facing you for a taste, and serve the ladies of the table first.
But don't expect them to provide a five-star personality.
They're stand offish and do not initiate conversation or a welcome attitude.
In part, this is probably because the Chinese do not expect this and maybe they think they don't want this and they are too intimidated with their English to try such a thing with a foreign guest.
As much as I would like to excuse them for the first, I simply can't from my own experience which stands to invalidate the second reason.
Chinese guests that don't know much English understand that I don't speak much Chinese. They understand that I'm not going to start a conversation with them and force them to use their second language. Most of the time however, they understand my hand motions when I perform basic service and are appreciative that I take the time to ask if their food or stay was good (I get around the language by saying "good?" with inflection, most of them know that word at least and know how to say "yes" and "no" afterwards, while motioning towards the plate). About of quarter of them even start a conversation with me to practice their own English and have someone to genuinely engaged with. Something I have noticed them do with the other workers (in Chinese of course), but judging from their body motion, the staff is quick to cut these conversations short rather courteously.
As far as westerners, their English has improved quite a bit since my arrival. They are able to carry on conversations with ease yet I've noticed that they only speak more than basics to only one westerner who happens to be dating one of their bosses.
Sidenote: While I'm quick to go out for fun with guests (I'm always open to new friends, especially in a foreign country), I'm surprised that the property even allows a manager to date a guest. Personally, I don't think I could ever see myself getting into that situation, but even if I did, I'm not sure it's completely professional on the part of the hotel. But, hey, I'm just the intern. What do I know?
Each side of the guest coin has noticed this coldness. They all say something along the lines of, "the staff is nice and quick to provide service, much better than any hotel I stay at in China, but as a frequent guest, it bothers me that you are the first one at this hotel, at the club level, that takes the time to talk to me and inquire how work is going or even take the time to get to know my life outside of work and the hotel."
So, when I was yelled at twice this week for talking to guests for too long, it peeved me to say the least.
My job is rather mundane and often has huge periods of inactivity, so I have to say that here (and really all my other hotel jobs), my favorite part is talking to our frequent guests. These are people I build a fun relationship with that often teach me a lot about the world and their work and usually have some great stories as frequent travelers. I highly value these relationships and, frankly, each hotel I've worked for has, too. You would too if it ensured your frequent guests kept coming to your hotel versus the others.
So, this reprimand was the first of its kind I had ever received.
"You talk to guests too much, we are too busy."
"But, dear manager, we had no other guests on the floor and no other work to do."
"It is breakfast time, there is no time to talk to guests."
"But, dear manager, you say the same thing when it is dinner time."
"The guests don't have time to be bothered by you."
"But, dear manager, I never extend a conversation that isn't welcome and, honestly I spend 90% of the time listening."
"I said you talk too much, leave the guests alone."
Okay.
It hurt my feelings and also made my outlook on the next half of this position rather gloomy.
But I have to admit, it made me feel better that two of our guests mentioned that the rest of the staff treats them like they are just the furniture and they don't matter since they stay so much. They said they were frustrated with coming all the time and the staff still doesn't know their name.
I felt horrible that they felt this way, but, still, better to know that, at least to someone, I was doing the right thing. My room mate's family friend works a respected position at IHG corporate in Shanghai. I was particularly thankful to have the chance to talk with her and gain a lot of insight on my frustrations with the internship. I told her I was grateful to have such an excellent opportunity to work abroad, but frustrated with many of the different aspects of my job and had even come to the realization recently that I'm bored out of my mind working in front office, in China or stateside, and no longer have any desire of being a front office manager in my next move.
She said that, in China, they lack the "soft skills," and no one knows how to train them. Back home, most of my managers would argue that they can't be trained and they hire on the basis of personality and train the rest.
Often I would agree, but after hearing that I didn't know what I wanted to do and then the list of things I didn't want to do, she suggested speaking with our training manager to gain some insight on what he does and consider that for a career option and maybe even developing a soft skill curriculum with him.
Hmm.
I also told her how I would have never considered being a food and beverage intern, but, even in another culture, I seem to have made more friends in the kitchen that in the front office. This happened at home too, I often relate much more with the creativity and easy-going environment of the food and beverage department, but my skin crawls with the prospect of actually working with food.
I'm just not a foodie.
As I thought about it, though, I realized that the most fun I had and the things I were most interested in doing at my last job were working with our catering manager and our chef on different events. I didn't do much, I was basically a day-of assistant, er student, really as I learned more than I probably helped.
With this in mind and the fact that, down the line I want to teach, I feel like I have finally started using the things I don't like to find the things that I do like to build a future.
For every time I told a professor, "I don't care about Asia, I will never go there," I am now grateful that they were there to support me when it became my first job out of college.
For every time I told my food and beverage professor or a chef or any other colleague, "I will never work in food, I can only microwave my own meals much less deal with other peoples," you were right and I should have listened to you when you said to at least consider it.
For every boss, friend, and numerous guests that mentored me in the discovery of the things I hated to find what was left to like and learn more about the world of opportunities (literally) available out there, thank you for seeing what I couldn't see in myself, I will always be grateful for your efforts, advice, conversations, and inspiration.
Truly, thank you.
So as I get ready to go on vacation for a week and a half in a couple weeks, I also have to start to consider where to go from here and begin to initiate the hunt for my life post-China when I get back. I feel a bit of relief in allowing myself to cut front office out of the search.
Since I have so much front office experience, I fear this will bring less opportunity, but I guess there's no time like the present to try and move to a different area.
I'm looking forward to it with a fresh and open mindset and welcome all options or thoughts you think I should consider.
What have I got to lose, right?
Here's to great people, awesome conversations, and new adventures.
Much love.