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 clients are paying not just for the product – the food, the room or 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 service, and ‘behind the scenes’ staff and management interaction. Good communication in both areas is important for that high standards of operation everyone expects in the business.
A customer could have a bad day, or be in a bad mood, but an authentic smile from your receptionist along with a warm welcome from all employees could possibly change their outlook throughout on that day and the days to come. The same applies for that waitperson on the restaurant, the housekeeping or maintenance staff, or some other employee which comes in touch with the guests. A caring, positive atmosphere helps make the distinction between simply a place you move through along with a place your guests will remember.
Employees in the Traveldailymedia must understand that “service with a smile” is not only a logo – it’s what clients expect. It will require a good attitude 100% of the time, even when you are having a bad day or else you are tired – the customer is spending money on your smile, not your frown. It will require patience when dealing with customers from overseas who have a hard time making themselves understood in English. It will require ‘putting up’ with grumpy people or ones who’s manners are certainly not always impeccable – because, as much as a certain point, ‘the customer is usually right’. These are generally situations that staff learn to deal with and they also take pride in the professional manner by 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, understand about the supply of the components they are serving, etc. Reception staff in the hotel needs to be up-to-date not merely using the facilities and services that the hotel offers, but additionally with all the current additional information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It is actually area of the service, and guests appreciate well-informed and courteous staff – it can make a positive change between “yet another day” and a memorable day.
Employers should take time to explain and train their employees to always maintain a warm, welcoming and professional environment in the workplace, not only where consumers are concerned, but also amongst the staff themselves. An employer are capable of doing a lot to promote a positive atmosphere for your staff; a good staff room with facilities for workers to chill out in their breaks will let them know they may be valued, that the boss cares about the subject. This small investment will probably pay off by having loyal staff who are prepared to give a little bit more because they feel it is appreciated. Good communication between management and staff will be passed down the line by means of good communication between staff and guests. Ensuring that staff has all of the ‘tools of their trade’ to get the job done towards the highest standards is a two-way thing – employees must communicate clearly and also on time what they really want, and management should listen and ensure they xlgsgo knowledgeable of their staff’s requirements and desires.
Smiling, happy staff is among management’s most essential assets within the hospitality industry. Therefore, individuals who are checking out a profession in this particular sector should recognize that the skills required include ‘people skills’ – understanding, patience, the cabability to work well together, and, most importantly, a good disposition. Bad tempered folks have no devote the hospitality industry – it’s a place where people arrived at relax and enjoy themselves. A pleasant and relaxed atmosphere is exactly what anyone entering the facility should immediately feel, and if staff and management can communicate this at all times, they could be assured that their guests will likely be coming back for more.