| You're celebrating your anniversary at a nice | | | | guests. The initial investment will streamline all |
| restaurant, you order your favorite meal, it's going to | | | | communication channels and pay out in the long run. |
| be a wonderful night... but the waiter is in a bad | | | | 6. Communicating with foreign tourists: You can't |
| mood, the order is late, and the food is not what | | | | expect your staff to be fluent in all the foreign |
| you wanted, you can hear an argument in the | | | | languages that they might encounter at work, but |
| kitchen... You won't be going to that restaurant again, | | | | they should be aware of different cultures and |
| and you'll tell all your friends too. | | | | respect them. Ignorance of cultural practices can |
| Bad communication is bad news anywhere, and in the | | | | upset guests unnecessarily, and we all want to avoid |
| hospitality industry in particular. So how can we | | | | that. |
| prevent Hospitality communication calamities? | | | | Training your reception and wait staff in a few |
| 1. Have well-trained staff. If you can't hire well trained | | | | foreign language greetings will do a world of good to |
| staff, find people who are keen workers and willing | | | | your business, by making your foreign guests feel |
| to learn, and train them yourself. In fact, some | | | | just a little bit at home in your hotel or restaurant. It |
| employers prefer to train their own staff, rather than | | | | doesn't take that much, really. |
| re-train experienced staff to meet their standards. | | | | 7. Well informed staff: Make sure all your restaurant |
| Well trained staff is the key to providing professional | | | | staff know the menu inside out and can answer any |
| service. | | | | query regarding the day's specials. You will not |
| 2. Hospitality is all about service; stress that to your | | | | impress your customers with wait-staff that have to |
| staff. Hospitality staff often serve people who are | | | | run and ask the chef about the menu. Reception |
| on vacation; they might have saved all year long for | | | | staff should be well informed about the region and |
| this one holiday, they are paying good money and | | | | be able to give advice and get information on the |
| deserve the best service you can give them and | | | | local attractions, transport, entertainment etc. It's |
| nothing less. They expect friendly and professional | | | | part of the service your hotel guests expect to get - |
| service and you and your staff are there to make | | | | and you don't want to disappoint them with ignorant |
| sure they get it. | | | | staff. |
| 3. Good, two-way communication between all levels | | | | 8. Quick response: If you run a food takeaway |
| of staff in any hospitality business is essential to | | | | kitchen, your customers come to you for the food, |
| smooth and cost-effective running of your operation. | | | | not to sit and wait for it. Service has to be quick. |
| When service staff at your cafe inform management | | | | The same applies to just about every other service |
| that they are constantly running out of certain items | | | | in the hospitality industry, and an important part of |
| on the menu, and nothing is done about it, it's bad | | | | good communications is quick response. Whether it's |
| hospitality communication, and bad for business. Act | | | | answering emails about reservation or other inquiries, |
| ASAP and your staff will know that you value their | | | | providing service at the reception desk, or getting |
| work and share their goal of providing the best | | | | that meal on the table without delay. It's vital to the |
| service they can give. | | | | good reputation of your business. |
| 4. Fulfill your guest's expectations. Good hospitality | | | | 9. Listen to your guests. Sometimes it's the little |
| communication between staff and guests starts with | | | | things that make the difference in customer |
| good office work - you, as management, need to | | | | satisfaction, and those can be easily overlooked in |
| provide your staff with the best tools they need to | | | | the busy hospitality environment. This is where your |
| offer the guests the service they expect. When | | | | guests or customers can help - if you let them. Make |
| guests arrive in their hotel room expecting free | | | | it easy for them to let you know about things that |
| internet service, as advertised on the hotel's website, | | | | they think can make your business give better |
| and find they have to pay for it, they raise their | | | | service. You might not agree with them, but it never |
| displeasure with reception staff, who are not to fault | | | | hurts to listen. Some customers are happy to let their |
| in this case. Somewhere along the line, someone | | | | complaints be known to everyone, and it's your job |
| provided incorrect information. A typical case of bad | | | | to make sure that every guest response gets |
| communication and bad feelings, that could easily | | | | conveyed to the supervisor or management (by |
| have been avoided. | | | | ensuring proper hospitality communication channels). |
| Make sure all the right information is passed on | | | | But others prefer to voice their complaint or |
| between different levels and departments. Make sure | | | | suggestion anonymously, so make it easy for them, |
| marketing staff is well informed, and advertise only | | | | by placing suggestion/service evaluation cards in hotel |
| what you know you can deliver. Building unrealistic | | | | rooms and service desks - let your guests know you |
| expectations results in untold disputes - not good for | | | | value their feedback. |
| business. | | | | 10. Listen to your staff: Your staff is your hospitality |
| 5. As the world is becoming increasingly digitized, | | | | communication line to your customers. Listen to what |
| 'computerizing' your business has become a necessity. | | | | they have to say. They will know that you value |
| Good hospitality management software is an | | | | their opinion, and the changes you make will make |
| essential tool these days. With the wide range | | | | them feel good in their work environment and proud |
| offered, you are bound to find one that suits your | | | | of their job. You can be assured your customers will |
| needs and budget. From the basic hand-held PDA | | | | sense that they are being served by happy staff |
| system for communicating between kitchen and | | | | who want happy guests. And happy guests will come |
| serving staff, to an all-round management package | | | | back for more positive experiences and pass on the |
| that covers everything from inventory and hotel | | | | word to friends and family. And that's what good |
| room reservations to an online booking facility for | | | | hospitality communication is all about. |