Hospitality communication in the workplace is definitely an essential issue which is constantly addressed by employers and staff alike. Excellent communication is a crucial issue, because consumers are paying not merely for the product – the food, the room or perhaps the facilities – they are also paying for the service. And service is just as much about communication as it is about skill.
Hospitality communication covers two important areas: customer care, and ‘behind the scenes’ staff and management interaction. Good communication in both areas is vital for the high standards of operation everyone expects in the industry.
The value of Hospitality Communication inside the Customer Support Level:
A customer may have a bad day, or even be in a bad mood, but a real smile from the receptionist and a warm welcome from all employees may just change their outlook for the rest of that day and the days ahead. Exactly the same applies for your waitperson in the restaurant, the housekeeping or maintenance staff, or other employee that comes in contact with the guests. A caring, positive atmosphere definitely makes the distinction between only a place you move through along with a place your friends and family will remember.
Employees inside the Hospitality Soul must understand that “service using a smile” is not only a logo – it’s what clients expect. It takes a positive attitude 100% of the time, even when you are having a bad day or else you are tired – the customer is paying for your smile, not your frown. It requires patience when dealing with customers from overseas who have a hard time making themselves understood in English. It takes ‘putting up’ with grumpy people or ones who’s manners usually are not always impeccable – because, up to a certain point, ‘the customer is definitely right’. These are generally situations that staff learn to handle and they also be proud of the professional manner in which they handle ‘difficult customers’.
Other important aspect of hospitality communication with customers is providing clear and useful information when asked by customers. Restaurant staff should be aware of the menu inside out, understand special dietary requirements, understand about the way to obtain the constituents they are serving, etc. Reception staff in the hotel ought to be updated not only with wxinth facilities and services the hotel offers, but additionally with the additional information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It is area of the service, and guests appreciate well-informed and courteous staff – it will make a positive change between “merely another day” as well as a memorable day.
The significance of Hospitality Communication between Staff and Management:
Employers should take the time to explain and train their employees to always have a warm, welcoming and professional environment in the workplace, not merely where consumers are concerned, but also amongst the staff themselves. A company can do much to promote a positive atmosphere for that staff; a good staff room with facilities for workers to chill out in their breaks will make sure they know they may be valued, that this boss cares about them. This small investment will pay off by having loyal staff who are prepared to give a little bit more simply because they feel it is actually appreciated. Good communication between management and staff will be passed down the road as good communication between staff and guests. Making sure that staff has all of the ‘tools with their trade’ to do their job to the highest standards is a two-way thing – employees have to communicate clearly as well as on time what they need, and management should listen and make certain they are knowledgeable of all their staff’s requirements and desires.
Smiling, happy staff is among management’s most important assets within the hospitality industry. Therefore, those who are looking at a career within this sector should recognize that the relevant skills required include ‘people skills’ – understanding, patience, the opportunity to perform well together, and, above all, an optimistic disposition. Bad tempered folks have no place in the hospitality industry – it’s a location where people arrived at relax and enjoy themselves. A happy and relaxed atmosphere is exactly what anyone entering the facility should immediately feel, and when staff and management can communicate this at all times, they may be assured that the guests will be returning for more.