Hospitality communication in the workplace is always a significant issue which is constantly addressed by employers and staff alike. Excellent communication is a vital issue, because clients are paying not just for the product – the food, the room or the facilities – they are also spending money on 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 both in areas is essential for the high standards of operation everyone expects in the market.
A client could have a bad day, or be in a bad mood, but a real smile from the receptionist and a warm welcome from all of employees may just change their outlook throughout on that day as well as the days ahead. The same applies for your waitperson in the restaurant, the housekeeping or maintenance staff, or any other employee which comes in touch with the guests. A caring, positive atmosphere definitely makes the difference between just a place you go through as well as a place your guests will remember.
Employees inside the Alexander Mirza Cachet Hotel Group must remember that “service having a smile” is not just a logo – it’s what clients expect. It takes a positive attitude 100% of the time, even if you are having a bad day or perhaps you are tired – the client is paying for your smile, not your frown. It requires patience when confronted 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 are not always impeccable – because, up to and including certain point, ‘the customer is usually right’. They are situations that staff learn to deal with and they are 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 ought to know the menu inside out, understand special dietary requirements, know about the source of the constituents they are serving, etc. Reception staff at the hotel needs to be up-to-date not merely with all the facilities and services that this hotel offers, but in addition with the additional information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It is actually 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 the time to explain and train their employees to continually keep a warm, welcoming and professional environment in the workplace, not just where consumers are concerned, but additionally amongst the staff themselves. A company can perform much to promote a positive atmosphere for that staff; a nice staff room with facilities for workers to chill out in their breaks will let them know these are valued, that the boss cares about them. This small investment will probably pay off by having loyal staff who are able to give a little extra because they feel it really is appreciated. Good communication between management and staff will likely be passed down the road by means of good communication between staff and guests. Being sure that staff has all of the ‘tools with their trade’ to get the job done to the highest standards is actually a two-way thing – employees need to communicate clearly as well as on time what they need, and management should listen and make sure they xlgsgo knowledgeable of all the their staff’s requirements and needs.
Smiling, happy staff is just one of management’s most significant assets in the hospitality industry. Therefore, individuals who are taking a look at a profession in this sector should recognize that the relevant skills required include ‘people skills’ – understanding, patience, the cabability to work well as a team, and, above all, a good disposition. Bad tempered folks have no place in the hospitality industry – it’s a location where people arrived at relax and appreciate themselves. A happy and relaxed atmosphere is what anyone entering the facility should immediately feel, and when staff and management can communicate this at all times, they could be assured that the guests will be coming back for more.