Hospitality communication in the workplace is definitely an important issue which is constantly addressed by employers and staff alike. Excellent communication is a vital issue, because consumers are paying not only for the product – the food, the room or the facilities – they are also spending money on 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 within both areas is important for the high standards of operation everyone expects in the business.
A customer may have a bad day, or be in a bad mood, but an authentic smile through the receptionist and a warm welcome from all of the staff might just change their outlook for the remainder of that day and the days ahead. Exactly the same applies for that waitperson in the restaurant, the housekeeping or maintenance staff, or any other employee which comes in contact with the guests. A caring, positive atmosphere helps make the difference between only a place you pass through and a place your friends and family will remember.
Employees within the Traveldailymedia must remember that “service having a smile” is not just a logo – it’s what clients expect. It requires an optimistic attitude 100% of times, even if you are using a bad day or you are tired – the customer is spending money on your smile, not your frown. It requires patience when confronted with customers from overseas who have trouble making themselves understood in English. It takes ‘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’. They are situations that staff learn to handle and they also are proud of the professional manner by 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 know the menu inside out, understand special dietary requirements, know of the supply of the ingredients they are serving, etc. Reception staff at the hotel needs to be up-to-date not merely with the facilities and services that the hotel offers, but also with all the current other information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It is actually part of the service, and guests appreciate well-informed and courteous staff – it will make a positive change between “just another day” as well as a memorable day.
Employers should take the time to explain and train their employees to continually have a warm, welcoming and professional environment at work, not merely where customers are concerned, but additionally amongst the staff themselves. A business can do much to promote a good atmosphere for that staff; a nice staff room with facilities for workers to relax in their breaks will tell them they are valued, that the boss cares on them. This small investment will pay off by having loyal staff who are prepared to give some extra since they feel it really is appreciated. Good communication between management and staff will be passed down the line as good communication between staff and guests. Making sure that staff has all the ‘tools of their trade’ to do their job to the highest standards is really a two-way thing – employees must communicate clearly and also on time what they desire, and management should listen and ensure they xlgsgo well informed of all the their staff’s requirements and requires.
Smiling, happy staff is one of management’s most essential assets within the hospitality industry. Therefore, individuals who are checking out a career within this sector should know that the abilities required include ‘people skills’ – understanding, patience, the opportunity to perform well as a team, and, most importantly, a positive disposition. Bad tempered folks have no spot in the hospitality industry – it’s a location where people arrived at relax and appreciate themselves. A cheerful and relaxed atmosphere is exactly what anyone entering the facility should immediately feel, and if staff and management can communicate this constantly, they could be assured that the guests is going to be returning for more.