Toronto is one of the most diverse cities in the world. Most people who work here are used to serving customers from all kinds of backgrounds, languages, and cultures. But the World Cup is a different situation.
This isn’t the usual mix. This is tens of thousands of visitors arriving in a short window, many of whom have never been to Canada, don’t speak English or French, and are running on jet lag and match adrenaline. They’ll be in your restaurant, your hotel, your bar, your lobby and they’ll need help navigating everything from the menu to the transit system.
Here’s what actually helps.
Slow down your communication. When there’s a language barrier, the instinct is often to speak louder. It doesn’t help. Slow down instead, keep your sentences short, and use gestures and pointing where you can. A visual menu or a phone translate app can bridge a lot of gaps quickly.
Don’t assume you know what they want. Visitors from different countries have different service expectations. Some want fast and efficient. Some want warmth and conversation. Some will seem demanding by Canadian standards and mean nothing by it. Read the table, don’t prejudge it.
Confirm everything. Orders, directions, information — repeat it back. A quick confirmation prevents a lot of frustration on both sides, especially when language is limited.
Pace yourself across the shift. World Cup volume isn’t one big rush — it’s sustained pressure over weeks. Burning out in the first few days will make the rest of the tournament brutal. Move efficiently, ask for backup before you need it, and decompress properly after each shift.
Be the local expert. A lot of visitors will ask you questions that have nothing to do with your job — where to go, what to see, how to get somewhere. Having a few quick answers ready makes a real impression. It’s one of the things that turns a transaction into an experience people remember.
Toronto’s hospitality workers have always been the first face visitors see in this city. This summer, that’s true on a scale most of us have never seen before.
If you want to sharpen your skills before the rush hits, HWTC offers diversity training to help you and your team navigate exactly these kinds of situations with confidence. Check out what’s available at hwtc.ca.
