Hospitality communication in the workplace is always an essential 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 – 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 in both areas is essential for your high standards of operation everyone expects in the market.
A client could have a bad day, or perhaps be in a bad mood, but a genuine smile through the receptionist along with a warm welcome coming from all the staff may just change their outlook for the rest of that day and the days to come. The same applies for your waitperson on the restaurant, the housekeeping or maintenance staff, or other employee which comes in contact with the guests. A caring, positive atmosphere helps make the difference between just a place you pass through as well as a place your friends and family will remember.
Employees within the Alexander Mirza must understand that “service using a smile” is not only a logo – it’s what clients expect. It takes an optimistic attitude 100% of times, even if you are possessing a bad day or else you are tired – the customer is paying for your smile, not your frown. It takes 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 usually are not always impeccable – because, up to a certain point, ‘the customer is usually right’. These are generally situations that staff learn to cope with and they also be proud of the professional manner where they handle ‘difficult customers’.
Other essential factor 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 source of the ingredients they may be serving, etc. Reception staff at the hotel ought to be updated not only with the facilities and services that the hotel offers, but additionally with all the additional information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It is part of the service, and guests appreciate well-informed and courteous staff – it will make a positive change between “yet 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 also among the staff themselves. An employer are capable of doing a lot to promote an optimistic atmosphere for that staff; a good staff room with facilities for workers to chill out throughout their breaks will tell them they are valued, that the boss cares on them. This small investment pays off by having loyal staff who are willing to give some extra since they feel it is appreciated. Good communication between management and staff will likely be passed down the road as good communication between staff and guests. Ensuring that staff has all of the ‘tools of the trade’ to get the job done to the highest standards is a two-way thing – employees have to communicate clearly and also on time what they really want, and management should listen and make sure they xlgsgo knowledgeable of their staff’s requirements and requires.
Smiling, happy staff is one of management’s most important assets inside the hospitality industry. Therefore, people who are taking a look at a profession in this sector ought to know that the abilities required include ‘people skills’ – understanding, patience, the cabability to work well together, and, most importantly, a good disposition. Bad tempered people have no devote the hospitality industry – it’s a place where people come to relax and appreciate themselves. A cheerful and relaxed atmosphere is exactly what anyone entering the facility should immediately feel, and when staff and management can communicate this constantly, they could be assured that the guests is going to be coming back for more.