Ten steps to improve hotel communication

You are celebrating your anniversary in a nice restaurant, you order your favorite food, it is going to be a wonderful night… but the waiter is in a bad mood, the order is late and the food is not what you wanted. you can hear an argument in the kitchen… You will never go to that restaurant again, and you will also tell all your friends.

Poor communication is bad news anywhere, and in the hospitality industry in particular. So how can we prevent calamities in hospitality communication?

1. Have well-trained staff. If you can’t hire well-trained staff, look for people who are hard workers and willing to learn, and train them yourself. In fact, some employers prefer to train their own staff, rather than retrain experienced staff to meet their standards. Well-trained staff is the key to providing professional service.

2. Hospitality is about service; emphasize that to your staff. Hospitality staff often cater to people who are on vacation; They may have saved up all year for this vacation, they’re paying good money, and they deserve the best service you can give them and nothing less. They expect friendly and professional service and you and your staff are there to make sure they get it.

3. Good two-way communication between all levels of staff in any hospitality business is essential to the smooth and profitable running of your operation. When your cafe’s service staff report to management that they are constantly running out of certain items on the menu and nothing is done about it, it’s bad hospitality communication and bad for business. Act as soon as possible and your staff will know that you value their work and share their goal of providing the best service they can provide.

4. Meet the expectations of your guests. Good hospitality communication between staff and guests starts with a good desk job: you, as a manager, must provide your staff with the best tools they need to provide guests with the service they expect. When guests arrive at their hotel room expecting free internet service, as advertised on the hotel’s website, only to find that they have to pay for it, they express their displeasure with the front desk staff, who are not to blame in this case. . At some point, someone provided incorrect information. A typical case of miscommunication and bad feelings, which could easily have been avoided.

Make sure all the correct information is passed between the different levels and departments. Make sure your marketing staff is knowledgeable and only advertise what you know you can offer. Building unrealistic expectations results in untold disputes, which is not good for business.

5. As the world becomes increasingly digitized, “computerizing” your business has become a necessity. Good hotel management software is an essential tool these days. With the wide range on offer, you are sure to find one to suit your needs and budget. From the basic portable PDA system for communication between kitchen and service staff, to a comprehensive management package that covers everything from inventory and hotel room reservations to an online reservation service for guests. The initial investment will streamline all communication channels and pay off in the long run.

6. Communicating with foreign tourists: You can’t expect your staff to be fluent in every foreign language they might encounter at work, but they should be aware of and respect different cultures. Ignorance of cultural practices can unnecessarily annoy guests, and we all want to avoid that.

Training your front desk staff and waiters in some foreign language greetings will do your business a world of good, by making your foreign guests feel a little bit at home in your hotel or restaurant. It doesn’t take much, really.

7. Knowledgeable staff: Make sure all your restaurant staff are fully conversant with the menu and can answer any queries about the daily specials. You won’t impress your customers with waiters who have to run up and ask the chef about the menu. Reception staff should be knowledgeable about the region and able to give advice and information on local attractions, transportation, entertainment, etc. It’s part of the service your hotel guests expect to receive, and you don’t want to let them down with ignorant staff.

8. Quick response: If you have a takeaway kitchen, your customers will come to you for the food, not to sit and wait for it. The service has to be fast. The same applies to just about every other service in the hospitality industry, and an important part of good communications is quick response. Whether it’s answering emails about reservations or other inquiries, providing service at the front desk, or getting that food on the table without delay. It is vital to the good reputation of your business.

9. Listen to your guests. Sometimes it’s the little things that make the difference in customer satisfaction, and they can easily be overlooked in the busy hospitality environment. This is where your guests or clients can help, if you allow them to. Make it easy for them to tell you about the things they think can make your business better serve you. You may not agree with them, but it never hurts to listen. Some guests are happy to let everyone know about their complaints, and it’s their job to ensure that all responses from guests are passed on to the supervisor or management (by ensuring proper hospitality communication channels). But others prefer to express their complaints or suggestions anonymously, so make it easy for them by placing service/suggestion evaluation cards in hotel rooms and service counters. Let your guests know that you value their feedback.

10. Listen to your staff: Your staff is your hospitality line of communication with your customers. Listen to what they have to say. They will know that you value their opinion, and the changes you make will make them feel good about their work environment and proud of their work. You can be sure that your customers will feel that they are being looked after by happy staff who want happy guests. And happy guests will return for more positive experiences and spread the word to friends and family. And that is what good hotel communication is all about.