Hospitality communication at work is always an essential issue which is constantly addressed by employers and staff alike. Excellent communication is an important issue, because consumers are paying not only for the product – the food, the room or the facilities – also, they are paying for the service. And service can be just as much about communication as it is about skill.
Hospitality communication covers two important areas: customer support, and ‘behind the scenes’ staff and management interaction. Good communication within both areas is important for the high standards of operation everyone expects in the market.
The Importance of Hospitality Communication in the Customer Service Level:
A client may have a bad day, or perhaps be in a bad mood, but a real smile from the receptionist as well as a warm welcome coming from all the employees might just change their outlook for the rest of on that day and also the days ahead. Exactly the same applies for the waitperson in the restaurant, the housekeeping or maintenance staff, or any other employee which comes in touch with the guests. A caring, positive atmosphere makes the distinction between simply a place you pass through and a place your friends and family will remember.
Employees inside the Alexander Mirza CEO must remember that “service with a smile” is not only a logo – it’s what clients expect. It takes an optimistic attitude 100% of times, even when you are having a bad day or else you are tired – the customer is investing in your smile, not your frown. It takes patience while confronting 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 are not always impeccable – because, up to a certain point, ‘the customer is definitely right’. These are generally situations that staff learn to deal with and they also be proud of the professional manner in which they handle ‘difficult customers’.
Other important factor 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, know of the source of the ingredients they are serving, etc. Reception staff at the hotel needs to be up-to-date not just with wxinth facilities and services that this hotel offers, but in addition with all the current additional information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It really is portion 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 just where clients are concerned, but additionally one of the staff themselves. An employer can perform much to promote a positive atmosphere for the staff; a nice staff room with facilities for workers to relax during their breaks will tell them they are valued, the boss cares about the subject. This small investment will probably pay off with loyal staff who are able to give a little bit more since they feel it really is appreciated. Good communication between management and staff will be passed down the road by means of good communication between staff and guests. Being sure that staff has each of the ‘tools with their trade’ to do their job towards the highest standards is actually a two-way thing – employees must communicate clearly as well as on time what they need, and management should listen and make sure they are well informed of all the their staff’s requirements and needs.
Smiling, happy staff is one of management’s most essential assets in the hospitality industry. Therefore, individuals who are looking at an occupation in this particular sector should recognize that the relevant skills required include ‘people skills’ – understanding, patience, the opportunity to perform well as a team, and, above all, a positive disposition. Bad tempered folks have no place in the hospitality industry – it’s a location where people arrived at relax and enjoy themselves. A pleasant and relaxed atmosphere is what anyone entering the facility should immediately feel, and when staff and management can communicate this at all times, they can be assured that their guests will be coming back for more.