Hospitality communication in the workplace is always an important topic that is constantly addressed by employers and staff. Excellent communication is vital, because customers not only pay for the product (the food, the room or the facilities), they also pay for the service. And service is as much about communication as it is about skill.
Hotel communication covers two important areas: customer service and the interaction between staff and management ‘behind the scenes’. Good communication in both areas is essential to the high standards of operation that everyone expects in the industry.
The importance of hotel communication in the level of customer service:
A customer may be having a bad day or be in a bad mood, but a genuine smile from the receptionist and a warm welcome from the entire staff can change their outlook for the rest of the day and days to come. The same applies to the restaurant waiter, cleaning or maintenance staff, or any other employee who comes into contact with diners. A positive and caring atmosphere makes the difference between a place of passage and a place that your guests will remember.
Employees in the hospitality industry must remember that “service with a smile” isn’t just a logo, it’s what customers expect. It requires a positive attitude 100% of the time, even if you’re having a bad day or are tired: the customer is paying for your smile, not your frown. It requires patience when dealing with foreign clients who have difficulty making themselves understood in English. It requires ‘putting up’ with grumpy people or people with not always impeccable manners, because, to a certain extent, ‘the customer is always right’. These are situations that the staff learn to handle and take pride in the professional manner in which they handle ‘difficult customers’.
Another important aspect of hotel communication with customers is providing clear and useful information when customers ask for it. Restaurant staff must know the menu inside out, understand special dietary requirements, know the source of the ingredients they are serving, etc. The hotel reception staff must be up to date not only with the facilities and services offered by the hotel, but also with the rest of the information that the traveler needs: activities, transport, restaurants and entertainment, and opening hours of shops and agencies. It’s part of the service, and guests appreciate a courteous and knowledgeable staff; can make the difference between “just another day” and a memorable day.
The importance of hotel communication between staff and management:
Employers should take the time to explain and train their employees to always maintain a warm, welcoming, and professional environment in the workplace, not only with clients, but also among the staff themselves. An employer can do a lot to promote a positive atmosphere for staff; a nice staff room with facilities for workers to relax during their breaks will let them know that they are valued, that the boss cares about them. This small investment will pay off by having loyal staff who are willing to give a little more because they feel it is appreciated. Good communication between management and staff will carry over in the form of good communication between staff and guests. Making sure staff have all the ‘tools of their trade’ to do their jobs to the highest standards is a two-way thing: employees need to communicate clearly and on time what they need, and management needs to listen and make sure they’re doing well. informed of all the requirements and needs of their staff.
Smiling and happy staff is one of management’s most important assets in the hospitality industry. Therefore, people seeking a career in this sector should know that the skills required include ‘people skills’: understanding, patience, the ability to perform well in a team and, above all, a positive disposition. There is no place for grumpy people in the hotel industry: it is a place where people come to relax and have fun. A happy, relaxed atmosphere is what anyone who walks into the facility should immediately feel, and if staff and management can communicate this at all times, they can be sure their guests will come back for more.
