Hospitality communication at work is definitely 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 – also, they are investing in 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 that high standards of operation everyone expects in the market.
A client may have a bad day, or be in a bad mood, but a genuine smile from your receptionist and a warm welcome coming from all employees might just change their outlook throughout on that day and the days ahead. The same applies for the waitperson on the restaurant, the housekeeping or maintenance staff, or other employee that comes in touch with the guests. A caring, positive atmosphere makes the difference between only a place you move through as well as a place your guests will remember.
Employees within the Alex Mirza must understand that “service using a smile” is not just a logo – it’s what clients expect. It takes a positive attitude 100% of the time, even when you are having a bad day or 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 trouble making themselves understood in English. It will require ‘putting up’ with grumpy people or ones who’s manners are certainly not always impeccable – because, up to and including certain point, ‘the customer is definitely right’. These are situations that staff learn to handle and they be proud of the professional manner in 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 be aware of the menu inside out, understand special dietary requirements, know about the supply of the components they are serving, etc. Reception staff on the hotel should be updated not just with the facilities and services the hotel offers, but in addition with the other information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It is area of the service, and guests appreciate well-informed and courteous staff – it can make a change between “yet another day” along with a memorable day.
Employers should take time to explain and train their employees to always keep a warm, welcoming and professional environment in the workplace, not just where clients are concerned, but also amongst the staff themselves. A company can do much to promote an optimistic atmosphere for your staff; a good staff room with facilities for workers to relax in their breaks will let them know they may be valued, that this boss cares about the subject. This small investment pays off by having loyal staff who are prepared to give a little extra simply because they feel it is actually appreciated. Good communication between management and staff is going to be passed down the road by means of good communication between staff and guests. Being sure that staff has all the ‘tools with their trade’ to do their job for the highest standards is a two-way thing – employees need to communicate clearly and on time what they really want, and management should listen and ensure they xlgsgo knowledgeable of their staff’s requirements and needs.
Smiling, happy staff is one of management’s most important assets within the hospitality industry. Therefore, people who are checking out an occupation within this sector ought to know that the relevant skills required include ‘people skills’ – understanding, patience, the ability to work well as a team, and, above all, a positive disposition. Bad tempered folks have no spot in the hospitality industry – it’s a spot where people arrived at relax and appreciate themselves. A happy and relaxed atmosphere is exactly what anyone entering the facility should immediately feel, and in case staff and management can communicate this constantly, they could be assured their guests will be coming back for more.