"One thing at a time, Madame": What Time Perception Reveals About Leading Cross-Cultural Teams in Hospitality

As far as a week ago, one of my closest friend told me that, yes, I’m a French-born, but also Argentinian at heart and Swiss when it comes to work. It resonates. For many reasons, from one is how I handle time. I move naturally between a very structured mindset in professional settings to a more flexible approach in my personal life, fluid and adaptive. This contrast became clear as I remember a particularly frustrating moment when I had just returned from spending months in Mendoza and boarded a Lufthansa flight, with a German crew (in my leisure mindset):

The flight attendant was helping a passenger seated in front of me. They were waiting on a colleague, so at that moment, nothing was actively happening. I gently stepped forward to ask my question and was immediately stopped with a firm hand gesture and the words: “One thing at a time, Madame.” It was, in the moment, so frustrating!! I thought: this is exactly how I never want a guest to feel when interacting with my (future :) ) team. Then I paused, took a breath, smiled and mumbled to myself: ahhh, those so-well-structured Germans.

I have studied cross-cultural communication, so I knew this was cultural, especially about time perception. That feeling of irritation passed quickly. But for many travelers, that moment of frustration could linger, as most of the time, what bother people in situations of this sort is that they dont realize they are being subjected to another form of communication. The silent language of time. This is about time perception, across cultures. This is what this article is all about.

This article explores how varying perceptions of time, particularly between monochronic and polychronic cultures, affect team dynamics in hospitality. It also offers practical tools to help managers lead diverse teams effectively, without compromising service standards or individuality.

Time as Culture

As anthropologist Edward T. Hall wrote in The Silent Language, “Time can shout the truth where words lie.” His work on cultural time orientation introduced two key concepts: monochronism and polychronism.

• Monochronic cultures value doing one thing at a time. Their days are structured around tasks in sequence. Punctuality and order are non-negotiable.

• Polychronic cultures, on the other hand, perceive time more fluidly. People multitask naturally, and priorities shift in real-time based on context and relationships.

In a cosmopolitan hospitality environment, these differences play out in everyday team interactions often in subtle, but impactful ways. Before digging into strategic tools to help hospitality teams in the upcoming lines, I've created the video below to make Edward T. Hall concept live with example across countries.

Managing a Multicultural Team: Time-Based Challenges + Solutions

In bustling cities, hospitality teams are typically made up of talents from various cultural backgrounds. Differences in time orientation can create friction as a team member consistently arriving 15 minutes early may silently judge another who's predictably five minutes late. The key is building a culture of understanding that embraces diversity while maintaining operational excellence. Below are some common workplace scenarios and specific, actionable strategies to manage time-related cultural differences:

In a Meeting

❗Challenge: polychronic staff may interrupt or multitask during meetings, which frustrates monochronic staff who value order and turn-taking

✅ Concrete Solutions:

1. Establish Clear Ground Rules (Before the Meeting)

   • Implementation: create a printed or digital one-page “Meeting Etiquette” guide (e.g., “No side conversations,” “Phones on silent,” “One speaker at a time”)

   • Post it in staff rooms or meeting areas

   • Example: at a daily briefing, the GM starts by reminding everyone: “Let’s stick to the agenda and hold questions for the Q&A at the end."
     

2. Assign a Timekeeper and Facilitator

   • Implementation: rotate this responsibility among team members

   • The timekeeper ensures each speaker has a time limit, and the facilitator redirects any off-topic or interrupting comments

   • Example: “Let’s park that for the end, Anna has the floor now.”
     

3. Use a Talking Object (for informal meetings)

   • Implementation: in team huddles or less formal gatherings, use a small object (pen, notepad) that only the speaker holds while talking

   • Encourages turn-taking in a non-authoritative way

Structuring the Day: Task Management

❗Challenge: monochronic staff prefer focusing on one task at a time. Polychronic staff are comfortable juggling multiple things, which can look chaotic or inefficient to others.

✅ Concrete Solutions:

1. Use a Shared Task Dashboard

   • Implementation: use a simple + visual task board, whiteboard or digital (ex: PMS-integrated task manager, Monday, Trello)

   • Columns: “To Do,” “In Progress,” “Completed.” - Train the team to explain it

   • Example: housekeeping sees all pending tasks and can self-assign; Front Office sees status in real time
     

2. Create Two Task Categories:

   • Fixed Tasks: must be done at a specific time (e.g., VIP check-in at 3 PM)

   • Flexible Tasks: Can be handled between other duties (e.g., restocking linen room)

   • Example: Each department color-codes these in their planner or board
     

3. Daily Quick Syncs

   • Implementation: 5-minute midday stand-up meetings to adjust based on current priorities (perfect for polychronic flexibility)

   • Helps realign team members and redistribute workload if needed
     

4. Visual Schedules by Role

   • Implementation: print personalized schedules for roles that require structure (monochronic), and flexible overview charts for multitasking roles (polychronic)

Promptness

❗Challenge: staff from polychronic cultures may not prioritize arriving exactly on time, causing delays and frustration for monochronic staff.

✅ Concrete Solutions:

1. Staggered Start Times with Buffer Period

   • Implementation: schedule “arrival time” 10 minutes before “active time.”

   • Example: morning briefings start at 7:50 AM with casual updates; the essential content begins at 8:00 AM sharp
     

2. Visible Attendance Logs

   • Implementation: if possible, use a simple daily check-in sheet or biometric system visible to team leaders

   • Public visibility can encourage accountability without confrontation
     

3. Positive Reinforcement Programs

   • Implementation: monthly “Punctuality Champion” recognition, include a small reward (free meal, gift card)

   • Example: “This month’s star for on-time performance is Lidya from Housekeeping!”
     

4. Explain the Impact of Delays

   • Implementation: use short training sessions or posters to show how lateness affects other departments

   • Example: “When Housekeeping is late to morning briefings, Front Desk check-in times are delayed, causing guest complaints, lowering our score on booking platform.”
     

BONUS: Intercultural Awareness Workshops

Implementation:

• Conduct quarterly 1-hour workshops to teach cultural awareness, especially around time orientation.

• Include role-playing scenarios (e.g., “a polychronic staff member is 10 minutes late, how would you react?”).

--

Time-related differences in multicultural teams reflect deeper cultural values and communication styles. In fast-paced environments like hospitality, these differences can either cause daily friction or become an opportunity for stronger, more resilient teams. By combining clear structures with inclusive strategies (such as intercultural workshops and flexible scheduling), managers can foster a culture that respects diversity while keeping operations running smoothly. A successful multicultural team management means not expecting everyone to see time the same way but ensuring everyone understands why those differences matter, and how to work together with mutual respect.

--

References I have read to write this article:

• Hall, Edward T. The Silent Language. 1973.

• De Mooij, Marieke. Global Marketing and Advertising: Understanding Cultural Paradoxes. 2019.

For more insights and talk about this topic, feel free to contact me at lamya@lvsacrosscultures.com or connect with me on LinkedIn here!

Thank you for reading,

Lamya Valter Schmidlin

Time dances, not marches here. Cheval des Andes, Mendoza, ARG - captured by Lamya Valter Schmidlin