Effective communication is essential in the hospitality industry to ensure:
That the customers receive the best possible experience.
That employees are not working too hard by duplicating jobs.
That positive relationships among staff are fostered and that morale is high among employees.
Written communication includes
Booking details, annual business reports and disciplinary procedure.
Minutes of staff meetings, answering a customer query and staff rotas.
Staff contracts, internal memos and Hotel Receptionist greeting guests on arrival.
Verbal communication means speaking to another person. When using this form of communication, it is important to:
Use good grammar to create a good impression.
Use the same tone and pitch in case the customer has a hearing impairment.
Use jargon and local ‘slang’ so the customer can experience the local culture.
When communicating with a customer on the telephone, it is important to:
Take all of the information as quickly as possible as there are other jobs to be completed.
Listen carefully and repeat what has been said to check you have got the information correct.
Ask the customer to ring back as the person they need to speak to is not available.
ICT is a very effective method of communication in the Hospitality industry. The benefits of this form of communication include:
It allows the business to share information efficiently.
It helps ease the workload of employees as every employee has good ICT skills.
It is a safer way to store documents as nothing can be lost or misplaced.
Social media is a very useful tool for businesses as it allows the business to:
Check on potential employees before offering them a job.
Market the business to potential customers.
Allows employees to unwind and relax when they are on a break.
The impact of effective communication on the employees include:
Employees who receive accurate written and verbal information know what is expected of them.
Customers will have enjoyed their overall experience and their expectations have been exceeded.
The reputation of the business improves as the customers will tell others about their experience.
The impact of non-effective communication on the customers:
Poor communication with the guests can result in lack of confidence among the staff members.
Ineffective written communication e.g. when taking food or drinks orders can mean the wrong information is passed to the kitchen creating additional stress for the food preparation team.
Inaccurate or out of date written information may result in customers’ needs not being met.
An external stakeholder is
The executive board of a business.
People who have a temporary connection with a business to carry out a particular role.
Everyone that has a connection with the business.
The impact of ineffective communication on the external stakeholders includes:
A breakdown in communication can result in missed deadlines.
Ineffective communication can damage staff morale.
Staff may leave as they are unhappy.