Benefits of Effective Communication in the Hotel Industry - Hotelogix

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Benefits of Effective Communication in the Hotel Industry October 17, 2014 (https://www.hotelogix.com/blog/2014/10/17/benefits-of-effective-communication-in-the-hotelindustry/)

Manisha Pathak (https://www.hotelogix.com/blog/author/manisha/)

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(http://www.hotelogix.com/blog/2014/10/17/benefits-of-effective-communication-in-the-hotel-industry/)

(https://www.hotelogix.com/landing_pages/ebooks/leveraging-

What do you think should be the most important quality of a hotel manager? If someone were to

channel-manager-effectively-to-distribute-better.php?

ask me, I’d say it would be the capability to communicate effectively with the staff, colleagues and

utm_source=blog&utm_medium=banner&utm_campaign=ebook-

guests. In this new age of electronic communication, one should not forget that effective verbal

blog-banner)

and non-verbal communication skills should be emphasized and well-executed in the hospitality industry.

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Compelling communication skills are important in a hotel regardless of some staff members not being guest-facing. A few hotels spend considerable amount of money on training their staff to interact with the guests. Good communication skills are a learned art and not a natural skill so one

Your Name

should consider training to enhance staff skills. Excellent communication skills enhance guest experience as it conveys that you are listening to your guests, valuing their feedback and Company Name

conveying clear messages. Apart from communicating with the guests, your staff ought to know how to write emails. Good communication skills will impress your guests which will further prove beneficial to your hotel business.

Email

Not only does the staff need to communicate successfully with the guests but also with other Phone

department employees. Few of the staff members might be able to speak in manageable English but those who don’t have English as their first language suffer due to their inability and fail to understand simple instructions and information. Department heads often face problems such as:

SUBMIT

– Failing to communicate well with guests which may result in lack of confidence among the staff members

Categories

– Failing to process written documents such as emails, reports and other collaterals

Bed and Breakfast (B&B) (mailto:?

– Failing to understand the hotel management software (http://www.hotelogix.com/) hotels use

(https://www.hotelogix.com/blog/category/bed-and-

these days

breakfast-bb/) (1)

subject=Benefits+of+Effective+Communication+in+the+Hotel+Industry&body=https://www.hotelogix.com/blog/2014/10/17/benefitsofeffectivecommunicationin-thehotelindustry/)

Cloud based Hotel Software

Being the department head, if you are often facing such challenges then there is a problem and

(https://www.hotelogix.com/blog/category/cloud-based-

you need to look into it sooner. Here are some suggestions:

hotel-software/) (2)

Conduct Staff Training

Customer Service (https://www.hotelogix.com/blog/category/customer-

Arrange for a communication skills program that will be helpful for your employees to communicate

effectively

with

the

guests

in

crucial

service/) (4)

circumstances

(http://www.hotelogix.com/blog/2014/07/10/how-to-train-your-hotel-staff-to-attend-to-guests/) like

From the Founders

dealing with complaints, co-ordinating between departments, attending to guests at the front desk

(https://www.hotelogix.com/blog/category/from-the-

and helping in documentation like menus, bills, reports (http://www.hotelogix.com/reports.php)

founders/) (11)

and other hotel procedures. The training should be conducted once a month so that they get a

Guest Experience

chance to improve their communication skills. Also, encourage your hotel staff to communicate

(https://www.hotelogix.com/blog/category/guest-

with each other in English.

experience-2/) (79) Guest Posts

Listen to your Employees

(https://www.hotelogix.com/blog/category/guest-posts/)

Successful communication is a two-way process which requires the management to periodically

(9)

listen to their staff member’s views and ideas. If the management head does all the talking, employees tend to become lethargic. You need to listen to your employees as they are the ones

Hospitality Events & Related Trends

dealing with the guests on a direct, day-to-day basis. For all you know, they might have ideas to

(https://www.hotelogix.com/blog/category/hospitality-

better customer service or improvising of hotel functions if they encounter problems. The best way

events-and-related-trends/) (47)

to listen to your employees is to hold feedback sessions on a weekly basis, take their inputs

Hospitality Technology

seriously and reward them. Motivate your hotel staff to help you in taking the hotel business

(https://www.hotelogix.com/blog/category/hospitality-

forward.

technology/) (35) Hospitality Trends & News

Train your Staff on Attending to Guests

(https://www.hotelogix.com/blog/category/hospitality-

Your employees should know how to communicate well with your guests. There may be instances

trends-news/) (47)

where your hotel might receive a complaint from guests in verbal or written form through reviews.

Hotel Industry Trends & News

The person in-charge to solve these matters must be well-trained in order to handle the issue

(https://www.hotelogix.com/blog/category/hotel-

wisely and subtly rather than ignoring it or dismissing it. Urgent matters can be handled with ease

industry-trends-news/) (90)

if your staff has good communication and behavioral skills.

Hotel Management Software

The Mirror Technique

(https://www.hotelogix.com/blog/category/hotelmanagement-software/) (11)

The best way to successful communication is to observe your guest’s own communication style and to respond accordingly. For instance, when you are dealing with a guest, you may notice that

Hotel Marketing & Sales

some guests make small conversations and others may be interested in the issue to be dealt with

(https://www.hotelogix.com/blog/category/hotel-

quickly and spontaneously. So observe your guests and act accordingly as it is important to think

marketing-sales/) (141)

how you address your guest or deal with complaints (use humor for light-hearted guests).

Hotel Operations (https://www.hotelogix.com/blog/category/hotel-

Results of Great Communication Skills

operations/) (102)

– Improved customer service

Hotel Software (https://www.hotelogix.com/blog/category/hotel-

– Better understanding of the instructions from supervisors among the staff members

software/) (6) Hotel Staff Training

– Great understanding of the latest technology used by hotels

(https://www.hotelogix.com/blog/category/hotel-stafftraining-2/) (11)

– Boosted confidence to approach guests

Hotel Technology

– Positive attitude towards the workplace and higher level of understanding between the

(https://www.hotelogix.com/blog/category/hotel-

department heads

technology/) (33) Hotel Trends

As stated above, effective communication skills is a learned art and not a natural skill so it doesn’t

(https://www.hotelogix.com/blog/category/hotel-trends/)

mean that the relevant skills cannot be developed. Hotels should emphasize on providing

(5)

communication skills training courses which cover everything from basic communication techniques to advanced empathy skills program.

Mobile Hotel Apps (https://www.hotelogix.com/blog/category/mobile-hotelapps/) (4)

Visit our free marketing resources for whitepapers, case studies & ebooks

Mobile Hotel Management (https://www.hotelogix.com/blog/category/mobile-hotelmanagement/) (4)

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management/) (5) Revenue Management (https://www.hotelogix.com/blog/category/revenuemanagement/revenue-management-revenuemanagement/) (1) Social Media Trends (https://www.hotelogix.com/blog/category/social-media-

Manisha Pathak (http://www.hotelogix.com)

trends/) (2) Technology

Manisha Pathak is a Content Writer at Hotelogix (http://www.hotelogix.com/). She creates helpful

(https://www.hotelogix.com/blog/category/technology/)

articles, eBooks and other content resources for hoteliers. With a passion towards writing, she loves

(213)

writing on topics that helps hoteliers, especially small and mid-sized, to keep up-to-date with the latest news and current trends in the hospitality industry. Connect with her at

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[email protected] (mailto:[email protected])

Hotelogix @Hotelogix

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Independent hotel owners face stiff competition to promote their hotel rooms online. Here are 4 challenges of hotel digital marketing in this infographic blog.buff.ly/2vtV5Az#HotelMarketing #DigitalMarketing #HotelTrends

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Benefits of Effective Communication in the Hotel Industry - Hotelogix

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