Hospitality communication in the workplace is always a significant issue that is constantly addressed by employers and staff alike. Excellent communication is a crucial issue, because consumers are paying not just for the product – the food, the room or the facilities – they are also investing in 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 that high standards of operation everyone expects in the business.
A customer could have a bad day, or be in a bad mood, but an authentic smile from the receptionist along with a warm welcome from all of the employees might just change their outlook for the rest of 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 some other employee that comes in contact with the guests. A caring, positive atmosphere makes the distinction between simply a place you pass through along with 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 positive attitude 100% of times, even when you are using a bad day or you are tired – the consumer is investing in your smile, not your frown. It requires patience when dealing with customers from overseas who have trouble making themselves understood in English. It requires ‘putting up’ with grumpy people or ones who’s manners are certainly not always impeccable – because, up to a certain point, ‘the customer is definitely right’. These are situations that staff learn to handle plus they 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 be aware of the menu inside out, understand special dietary requirements, know of the supply of the constituents they are serving, etc. Reception staff on the hotel ought to be updated not only with all the facilities and services the hotel offers, but additionally with the other 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 time to explain and train their employees to always maintain a warm, welcoming and professional environment on the job, not just where customers are concerned, but in addition among the staff themselves. A company are capable of doing much to promote a positive atmosphere for your staff; a good staff room with facilities for workers to relax throughout their breaks will let them know they may be valued, the boss cares on them. This small investment pays off by having loyal staff who are willing to give some extra because they feel it is 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 the trade’ to get the job done towards the highest standards is a two-way thing – employees have to communicate clearly and also on time what they desire, and management should listen and make sure they xlgsgo well informed of their staff’s requirements and needs.
Smiling, happy staff is just one of management’s most important assets inside the hospitality industry. Therefore, individuals who are taking a look at a career in this sector should know that the relevant skills required include ‘people skills’ – understanding, patience, the opportunity to perform well together, and, above all, a positive disposition. Bad tempered people have no spot in the hospitality industry – it’s a place where people come to relax and revel in themselves. A pleasant and relaxed atmosphere is exactly what anyone entering the facility should immediately feel, and in case staff and management can communicate this constantly, they could be assured that their guests will be returning for more.