Hospitality communication at work is always an important issue which is constantly addressed by employers and staff alike. Excellent communication is an important issue, because consumers are paying not just for the product – the food, the room or the facilities – also, they are paying for the service. And service is just as much about communication as it is about skill.
Hospitality communication covers two important areas: customer service, and ‘behind the scenes’ staff and management interaction. Good communication within both areas is vital for your high standards of operation everyone expects in the business.
A customer may have a bad day, or be in a bad mood, but a genuine smile from the receptionist and a warm welcome from all the employees might just change their outlook throughout on that day as well as the days ahead. Exactly the same applies for that waitperson at the restaurant, the housekeeping or maintenance staff, or some other employee which comes in contact with the guests. A caring, positive atmosphere helps make the distinction between simply a place you go through along with a place your friends and relatives will remember.
Employees inside the Traveldailymedia.Com must understand that “service having a smile” is not only a logo – it’s what clients expect. It requires a positive attitude 100% of the time, even when you are having a bad day or you are tired – the consumer is spending money on your smile, not your frown. It requires patience when dealing with customers from overseas who have a problem making themselves understood in English. It requires ‘putting up’ with grumpy people or ones who’s manners are certainly not always impeccable – because, up to a certain point, ‘the customer is always right’. These are situations that staff learn to deal with and they are proud of the professional manner where 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 know the menu inside out, understand special dietary requirements, understand about the source of the components these are serving, etc. Reception staff on the hotel should be updated not only with all the facilities and services that the hotel offers, but also with all the current additional information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It really is part of the service, and guests appreciate well-informed and courteous staff – it will make a change between “just another day” as well as a memorable day.
Employers should take time to explain and train their employees to always keep a warm, welcoming and professional environment on the job, not just where clients are concerned, but in addition one of the staff themselves. An employer can perform much to promote a positive atmosphere for that staff; a great staff room with facilities for workers to unwind in their breaks will tell them these are valued, that this boss cares about the subject. This small investment pays off by getting loyal staff who are willing to give a little bit more simply because they feel it really is appreciated. Good communication between management and staff is going to be passed down the line by means of good communication between staff and guests. Being sure that staff has all the ‘tools with their trade’ to do their job towards the highest standards is actually a two-way thing – employees need to communicate clearly and on time what they really want, and management should listen and make sure they xlgsgo well informed of all their staff’s requirements and desires.
Smiling, happy staff is one of management’s most important assets inside the hospitality industry. Therefore, individuals who are looking at a profession within this sector should recognize that the skills required include ‘people skills’ – understanding, patience, the ability to work well as a team, and, most importantly, a positive disposition. Bad tempered folks have no place in the hospitality industry – it’s a location where people come to relax and appreciate themselves. A pleasant and relaxed atmosphere is what anyone entering the facility should immediately feel, and if staff and management can communicate this at all times, they could be assured their guests will be returning for more.