Effective Communication Significance In Hospitality Industry Training Ppt

Slide 2

This slide contains information on the three Cs of effective communication which are: Strive for clarity, keep it concise, and be consistent. The hotel staff can use these 3 Cs to better communicate with guests.

Instructor’s Notes:

For effective communication, an improvement tip for hotel staff is to be clear, concise, and consistent, while interacting with guests. Each one of these is discussed in detail below:

Strive for Clarity:

• Hotel staff should be clear about what they want to communicate to the guests and must provide them with correct information
• They should be able to understand guests’ needs at the first instance itself. In case of confusion, (if required) they must ask questions to get clarity
• Hotel staff can create templatized responses to quickly resolve guests’ queries

Keep it Concise:

• The conversation with the guests should be short and in direct sentences
• Hotel staff must not use fancy words because it will only confuse the guests
• In case the communication is done via email, there should be proper structuring. Communicating important information has to be the aim

Be Consistent:

• Consistency in communication means repetition and frequency
• Selected key messages should be repeated so that the guest may not forget any information
• During their stay, guests should be updated on a regular basis regarding any information related to them

Slide 3

This slide provides a recommendation to develop active listening in hotel staff. These are paying attention, showing that you are listening, and responding appropriately.

Instructor’s Notes:

Recommendations to develop active listening in hotel staff are:

Be Attentive:

• The hotel staff should pay undivided attention towards the guests when they are speaking
• Always maintain eye contact
• Always try to decipher the body language of the speaker

Use Nonverbal Cues:

• The hotel staff should use their body language and gestures to convey their attention and concern while conversing with the guests
• Make sure the body posture is open and inviting

Respond Appropriately:

• Always encourage guests to continue speaking with verbal inputs like "Yes“
• To successfully solve guests’ queries, gather information from appropriate sources before offering any solution
• In case of conflict, be honest while responding to guests' questions and respectfully present your opinion

Slide 4

This slide lists recommendations for hotel staff to improve aspects of nonverbal communication, which are facial expression, gestures, body posture, and eye contact.

Instructor’s Notes:

Tips to improve non-verbal communication aspects are:

Facial Expressions:

• Facial expressions can convey countless messages in the form of emotions without any verbal comment
• The hotel staff must always have neutral or jovial facial expressions

Gestures:

• Gesture is a form of non-verbal communication in which visible body parts like hands are used to communicate particular messages
• Hotel staff should avoid unwanted movement of hands and pointing while communicating with guests as it is considered a sign of confrontation

Body Posture:

• Hotel staff must always exhibit body adopt a welcoming and confident posture towards guests. If a conflict arises, and in case of conflict, submissive body posture should be maintained

Eye Contact:

• Guests in hotels like to have undivided attention while conversing, so hotel staff should maintain friendly eye contact to convey attentiveness

Slide 5

This slide provides recommendation on how hotel staff can make good impression by dressing appropriately. It also lists the advantages of dressing appropriately which are: to communicate that staff takes their job seriously, to represent hotel’s brand values, to feel confident, to exhibit credibility.

Instructor’s Notes:

In hotels, the staff should dress professionally:

To Communicate that Staff Takes Their Job Seriously:

• When the hotel staff dresses properly, it sends the impression that they are serious about their job and work
• Spending time and effort on dressing properly demonstrates that the staff cares about representing themselves well at work

To Represents Hotel’s Brand Values:

• As a member of the hotel, the staff members are the representative of the hotel they are working in
• While interacting with the guests, the staff's appearance reflects on the business health of the property
• The staff can give a positive and good professional impression of the company by dressing appropriately
• Employers value hotel staff who see themselves as the company's public face

To Feel Confident:

• Hotel staff feels empowered and confident when dressed professionally
• It helps them take on new challenges, interact with new guests, and progress in their careers

To Exhibit Credibility:

• Appearing professionally-dressed attracts other staff and guests to respond more positively
• It also helps the staff appear more trustworthy in interacting with other staff members, hotel management, and guests by dressing professionally

Slide 6

This slide lists the recommendation for hotel managers to deliver effective oral reports to subordinates. An effective oral report consists of three parts: Introduction, body, and conclusion.

Instructor’s Notes:

Tips to make effective oral report are:

Introduction:

• In introduction, the section manager must catch the attention of the listener and should introduce concerns
• Manager needs to be clear about their intention in addressing the issue, whether they are asking for help or just educating the staff or chef

Body:

• The body of the oral report should contain important key points or ideas related to the feedback
• Convey points in sequence so that listener can easily follow the conversation

Conclusion:

• In conclusion, reaffirm the important points but do not repeat everything