Hospitality communication at work is definitely an essential 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 – they are also 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 important for your high standards of operation everyone expects in the market.
A customer could have a bad day, or be in a bad mood, but a real smile through the receptionist along with a warm welcome from all employees may just change their outlook for the rest of that day as well as the days to come. The same applies for your waitperson in the restaurant, the housekeeping or maintenance staff, or other employee which comes in touch with the guests. A caring, positive atmosphere helps make the distinction between simply a place you move through and a place your guests will remember.
Employees inside the Alexander Mirza must keep in mind that “service with a smile” is not only a logo – it’s what clients expect. It will require a good attitude 100% of the time, even when you are having a bad day or you are tired – the client is investing in your smile, not your frown. It requires patience when confronted with customers from overseas who have a problem making themselves understood in English. It takes ‘putting up’ with grumpy people or ones who’s manners usually are not always impeccable – because, up to a certain point, ‘the customer is definitely right’. They are situations that staff learn to handle and they also are proud of 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 should know the menu inside out, understand special dietary requirements, know about the supply of the constituents they may be serving, etc. Reception staff on the hotel needs to be updated not only using the facilities and services 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 portion of the service, and guests appreciate well-informed and courteous staff – it will make a change between “merely another day” and a memorable day.
Employers should take time to explain and train their employees to always keep a warm, welcoming and professional environment at work, not merely where customers are concerned, but also one of the staff themselves. A company can perform a lot to promote an optimistic atmosphere for your staff; a great staff room with facilities for workers to unwind in their breaks will tell them they may be valued, that this boss cares about the subject. This small investment will pay off by having loyal staff who are able to give some extra simply because they feel it is actually appreciated. Good communication between management and staff is going to be passed down the line as good communication between staff and guests. Ensuring that staff has all the ‘tools of their trade’ to get the job done for the highest standards is actually a two-way thing – employees need to communicate clearly and on time what they need, 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 in the hospitality industry. Therefore, those who are looking at an occupation in this sector should recognize that the relevant skills required include ‘people skills’ – understanding, patience, the ability to perform well as a team, and, above all, an optimistic disposition. Bad tempered people have no spot in the hospitality industry – it’s a location where people visit relax and revel in themselves. A cheerful and relaxed atmosphere is what anyone entering the facility should immediately feel, and if staff and management can communicate this constantly, they can be assured that the guests will likely be coming back for more.