Hospitality communication at work is always an essential issue which is constantly addressed by employers and staff alike. Excellent communication is a vital issue, because customers are paying not only 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 support, and ‘behind the scenes’ staff and management interaction. Good communication in both areas is essential for the high standards of operation everyone expects in the industry.
A client could have a bad day, or even be in a bad mood, but a genuine smile from the receptionist along with a warm welcome coming from all employees may just change their outlook for the rest of on that day and the days to come. Exactly the same applies for the waitperson on the restaurant, the housekeeping or maintenance staff, or any other employee which comes in contact with the guests. A caring, positive atmosphere definitely makes the distinction between only a place you move through and a place your guests will remember.
Employees inside the Alexander Mirza Cachet Hotel Group must keep in mind that “service with a smile” is not just a logo – it’s what clients expect. It will require an optimistic attitude 100% of the time, even when you are having a bad day or perhaps you are tired – the consumer is investing in your smile, not your frown. It will require patience when confronted 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 not always impeccable – because, up to and including certain point, ‘the customer is definitely right’. These are generally situations that staff learn to handle and they take pride in 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 be aware of the menu inside out, understand special dietary requirements, understand about the supply of the components they may be serving, etc. Reception staff in the hotel ought to be up-to-date not merely using 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 difference between “just 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 in addition one of the staff themselves. A company can perform much to promote a positive atmosphere for the staff; a good staff room with facilities for workers to chill out in their breaks will let them know they are valued, that this boss cares about the subject. This small investment will probably pay off by having loyal staff who are able to give a little bit more because they feel it really is 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 of their trade’ to get the job done for the highest standards is really a two-way thing – employees need to communicate clearly and also on time what they really want, and management should listen and make sure they xlgsgo knowledgeable of all the their staff’s requirements and desires.
Smiling, happy staff is one of management’s most important assets in the hospitality industry. Therefore, people who are checking out a career in 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 individuals have no place in the hospitality industry – it’s a spot where people visit relax and appreciate themselves. A happy and relaxed atmosphere is what anyone entering the facility should immediately feel, and in case staff and management can communicate this at all times, they may be assured that their guests is going to be returning for more.