INTRODUCTION
Communication is one of the most important parts of the hospitality industry. Communication is not only to the guests, but also to the colleagues and superiors. Through good communication, one can work efficiently and provide quality service.
- ACTIVE LISTENING
We need to listen carefully to the guests, and repeat or paraphrase their order and reply. This would build rapport and avoid misunderstandings.
- VERBAL COMMUNICATION
The tone of speaking, language used and attitude of speaking should be friendly and polite. Avoid using technical term with guests, and be flexible in the way of communication.
- NON VERBAL COMMUNICATION
Communication using our body, hand and face is as important as our language. We should stand straightly, keep smiling and eye contact to show that we are ready to serve and care.
- WRITTEN COMMUNICATION
The letters, email, sms, fax should be brief, polite and accurate. Written communication is a must in hotel industry for internal communication and external communication with guests.
CONCLUSION
Communication skill is the key to increase the guest satisfaction, team work and productivity. Hotel staff should practice active listening, verbal communication, non verbal communication and written communication to provide better and better service.
