Unconscious Bias

When you see this photo, which guest do you think will be able to afford a suite?

• Left man, dressed in a suit

• Right man, dressed casually with tattoos

Answer explanation

The correct answer should be both or neither.

Unconscious bias, also known as implicit bias, refers to the attitudes, stereotypes, or prejudices that individuals hold at a subconscious level, often without their awareness. These biases are formed based on societal and cultural influences, personal experiences, media representations, and exposure to different groups of people. Unconscious biases can shape our perceptions, judgments, and decision-making processes, affecting how we interact with others and the decisions we make about them.

What is Unconscious bias?

• When the human mind makes a quick judgement, based on past experiences.

• When the human mind makes quick judgment, based on instincts and silent anticipation.

• When the human heart makes a quick judgement, based on past experiences.

• When the human heart makes a quick judgement, based on silent anticipation.

Answer explanation

Unconscious bias refers to the human tendency to form opinions about others in the office without having enough relevant information.

What will Unconscious Bias allow you to do?

• Connect deeply with guests

• Take appropriate and meaningful actions to assist the guests

• Responding to the guests based on incorrect and unfounded assumptions

• Understanding and empathizing with the guests

Answer explanation

Unconscious bias can prevent us from making fair and objective decisions or judgments. Bias can stem from stereotypes, preconceived notions, past experiences, or gut instinct.

If you have concerns regarding a guest's behaviour, what should your initial response be?

• Tell the guest to stop what they are doing and handover to Duty manager and Loss prevention

• Confront the guest aggressively
• Gossip about the guest with other guests
• Ask the guest "How may I help you?"

Answer explanation

If you have concerns regarding a guest's behaviour, your initial response should be to ask," How may I assist you?"

You may engage your supervisor, if the need arises. You should not make quick judgments based on appearances or limited information. Instead, you should pause and assess the situation and not the person.

Remember, everyone is unique and building a respectful and welcoming environment starts with you.

Mr. Prakesh has just arrived from India. He is only carrying 1 backpack. He mentioned this is his first time in Singapore and wishes to pay for a room upgrade to a bigger room category. Which is the best next action for Jane?

• offer premier room

• offer suite

• Offer both

Answer explanation

Jane had made an assumption based on the guest's nationality and perhaps her past experiences.

Remember that at Marriott, we bear no prejudice and treat all guests the same.

Jane answered an external call and the guest introduced himself as Ms. Nguyen. Ms. Nguyen called in regard to requesting a suite upgrade for her stay as she would be celebrating her anniversary. She mentioned that she would be willing to pay for it. Jane immediately proceeded to reject her request and informed Ms. Nguyen that the suites are fully committed. Is this an act of Unconscious bias?

• Yes

• No

• Maybe

Answer explanation

Jane quickly dismisses the possibility of a suite without thoroughly verifying availability. The guest's last name is "Nguyen," which is a common surname in Vietnam, and there is no apparent reason to assume anything about the guest based on their name.

The unconscious bias in this scenario could be that Jane made a quick assumption that the guest may not be eligible for a suite upgrade. Such assumptions based on a name, or any other characteristic can lead to unequal treatment and missed opportunities to provide a superior guest experience.

Mr. Smith is an elderly American gentleman who frequents the hotel and previously mentioned that whenever he stays, he prefers a wheelchair to be brought to the front desk. On 8th November, Jane saw Mr. Smith alighting at the driveway and approaching the front desk to check in. Jane recognises Mr. Smith and rushes over to get the wheelchair for him. Is this an act of Unconscious Bias?

• Yes

• Maybe

• No

Answer explanation

Jane was acting on the preference indicated previously by Mr. Smith and not because of his age. Thus, it isn't an act of Unconscious Bias.

An elderly man and a young lady alights at the driveway. Alex approaches the guests and welcomes them by greeting them. Alex then asks the gentleman is bringing his daughter to Singapore for the first time. Is this an acceptable?

• Yes

• Maybe

• No

Answer explanation

Unconscious biases are automatic and can be triggered rapidly in certain situations. They can affect split-second decisions or reactions.

We should not make assumptions before having the relevant information.

Jane answered an external call and the guest introduced himself as Mr. Patel. Mr. Patel called in regard to requesting a baby crib for his stay. In addition, he requested for some recommendations for restaurants nearby the hotel. Jane proceeded to recommend him vegetarian restaurants only. Is this an act of Unconscious bias?

• Yes

• Maybe

• No

Answer explanation

This is an act of unconscious bias. This is due to the guest's last name "Patel," which is commonly associated with Indian origin, and the assumption that the guest would prefer vegetarian options. Jane might have unknowingly made assumptions based on the guest's name, leading to a less helpful response in recommending restaurants to the guest.

The correct response would be to ask the guest for any particular preferences in restaurants and if he has any dietary restrictions before recommending the restaurants.

How can we avoid being influenced by stereotypes and appearances, while maintaining equal treatment for all guests?

• By treating everyone with respect and not making assumptions based on their appearance or stereotypes
• Provide regular unconscious bias training for all employees, including managers and frontline staff.

• By following standardized procedures when doing operations

• Constantly practicing active listening, empathy, and understanding towards all guests

• All of the above

Answer explanation

By implementing these strategies, we can work towards creating an environment where all guests receive equal and exceptional service, free from the influence of stereotypes and appearances. This approach not only benefits guests but also enhances the reputation and success of the hotel as a welcoming and inclusive destination.