This paper deals with the employees’ perception about the guests in the hotels of the Maistra d.d. tourist company within the Maistra Collection brand from Rovinj. The Company in its development strategy focused on high category hotels and the aim of this paper is to explore the employees’ perception about guests’ behavior from different nations within the Maistra Collection. The results of the analysis will be used to improve business processes in the hotels mentioned above, to improve communication and understanding between employees and guests, all to ensure the level of service is high and in correspondence with the set strategy. In order to achieve the paper’s goal, a survey was conducted involving hotel employees within the Maistra Collection. The survey questionnaire is structured in a way that raises questions about employees’ attitude towards differences among nations, foreign languages, other cultures and the recognition of these cultures. Lastly, employees were asked about their perception of various cultural features about hotel guests. The survey results show that respondents are open enough when it comes to the adaptation of diversity, which makes a quality basis for further improvement of the service in the hotel. The recommendation is to educate employees in order to expand their knowledge about other cultures and for them to be more competent in their work which would result in guests’ satisfaction.