Hospitality communication at work is always an essential issue that is constantly addressed by employers and staff alike. Excellent communication is a crucial issue, because customers 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 support, and ‘behind the scenes’ staff and management interaction. Good communication within both areas is important for your high standards of operation everyone expects in the business.
A client may have a bad day, or be in a bad mood, but a genuine smile from the receptionist along with a warm welcome from all of the staff could possibly change their outlook throughout that day and the days in the future. The identical applies for the waitperson on the restaurant, the housekeeping or maintenance staff, or other employee which comes in contact with the guests. A caring, positive atmosphere makes the difference between simply a place you go through along with a place your guests will remember.
Employees within the Alexander Mirza must understand that “service with 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 using a bad day or perhaps you are tired – the consumer is paying for your smile, not your frown. It requires patience when dealing 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 usually are not always impeccable – because, as much as a certain point, ‘the customer is usually right’. They are situations that staff learn to cope with plus they take pride in the professional manner in which they handle ‘difficult customers’.
Other essential factor of hospitality communication with customers is providing clear and useful information when asked by customers. Restaurant staff ought to know the menu inside out, understand special dietary requirements, understand about the supply of the ingredients these are serving, etc. Reception staff on the hotel ought to be updated not merely with all 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 change between “yet another day” and a memorable day.
Employers should take the time to explain and train their employees to continually have a warm, welcoming and professional environment on the job, not only where customers are concerned, but also amongst the staff themselves. A company can perform a great deal to promote a good atmosphere for that staff; a nice staff room with facilities for workers to relax in their breaks will make sure they know they may be valued, the boss cares about the subject. This small investment pays off with loyal staff who are able to give a little extra because they feel it really is appreciated. Good communication between management and staff is going to be passed down the line in the form of good communication between staff and guests. Making sure that staff has all the ‘tools of the trade’ to get the job done for the highest standards is a two-way thing – employees have to communicate clearly and on time what they really want, and management should listen and be sure they xlgsgo well informed of all their staff’s requirements and requires.
Smiling, happy staff is just one of management’s most important assets within the hospitality industry. Therefore, individuals who are checking out a career in this sector should know that the abilities required include ‘people skills’ – understanding, patience, the opportunity to work well together, and, first and foremost, a good disposition. Bad tempered people have no place in the hospitality industry – it’s a spot where people come to relax and revel in themselves. A happy and relaxed atmosphere is the thing that anyone entering the facility should immediately feel, and if staff and management can communicate this at all times, they can be assured that their guests will be returning for more.