Hospitality communication in the workplace is always an important issue which is constantly addressed by employers and staff alike. Excellent communication is an important issue, because clients 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 both in areas is important for your high standards of operation everyone expects in the industry.
A client may have a bad day, or even be in a bad mood, but a real smile from your receptionist along with a warm welcome from all of employees might just change their outlook throughout on that day as well as the days to come. The same applies for your waitperson at the restaurant, the housekeeping or maintenance staff, or other employee which comes in touch with the guests. A caring, positive atmosphere definitely makes the difference between only a place you go through and a place your guests will remember.
Employees inside the Alexander Mirza Cachet Hotel Group must understand that “service having a smile” is not just a logo – it’s what clients expect. It takes a good attitude 100% of the time, even when you are using a bad day or else you are tired – the customer is paying for your smile, not your frown. It will require patience when dealing with customers from overseas who have a hard time making themselves understood in English. It takes ‘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’. These are situations that staff learn to deal with and they also be proud of the professional manner in which they handle ‘difficult customers’.
Other important factor 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 way to obtain the ingredients they may be serving, etc. Reception staff on the hotel needs to be up-to-date not just with the facilities and services that this hotel offers, but also with the additional information travellers need: activities, transport, eating and entertainment, and opening hours of shops and agencies. It is actually area of the service, and guests appreciate well-informed and courteous staff – it will make a change between “just another day” as well as 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 just where customers are concerned, but also one of the staff themselves. A business can do much to promote a good atmosphere for your staff; a great staff room with facilities for workers to relax during their breaks will tell them these are valued, the boss cares about the subject. This small investment will pay off with loyal staff who are willing to give a little bit more because they feel it is actually appreciated. Good communication between management and staff will likely be passed down the line by means of good communication between staff and guests. Making sure that staff has each of the ‘tools of the trade’ to get the job done for the highest standards is a two-way thing – employees have to communicate clearly as well as on time what they really want, and management should listen and be sure they xlgsgo knowledgeable of their staff’s requirements and desires.
Smiling, happy staff is among management’s most important assets within the hospitality industry. Therefore, those who are taking a look at a career in this particular sector should recognize that the skills required include ‘people skills’ – understanding, patience, the cabability to perform well as a team, and, most importantly, an optimistic disposition. Bad tempered folks have no place in the hospitality industry – it’s a location where people arrived at relax and revel in themselves. A pleasant and relaxed atmosphere is what anyone entering the facility should immediately feel, and if staff and management can communicate this all the time, they may be assured their guests is going to be returning for more.