Excellent communication skills have always had strong value in the world of business. Hospitality is an industry that completely runs on interaction with the customer and making their experience a pleasant one.
Interpersonal connections can only be forged when one can articulate and speak their ideas and suggestions properly. Highly effective within the hospitality and tourism management, communication skills is how you capably interact with not just your staff but also guests. The skill has the same importance in every job role, be it a front desk employee or a hotel manager. Here is something to remember, good communication skills enhance the guest experience and in turn make you more beneficial to the business.
Importance of communication skills
According to a LinkedIn survey, a communication skill takes the prime spot as far as expertise in an employee is concerned. The survey placed it higher than any other skill with a total of 57.9%.
In the hospitality industry, every staff member must have good communication skills as it is not just a reflection of them but also the enterprise. Hence, some hotels even spend money to train their staff and make them competent to effectively engage with guests.
Even problem solving and reverting to the query of guests requires that the staff can clearly understand and respond well to the situation. Also, the hospitality industry is highly focused on teamwork and interaction with each other and through all the verticals also holds a lot of importance. In short, being able to communicate well will not only be impressive to the guest and positively impact the business but will also help create a good work atmosphere among the management and staff.
Communication skills are often innate expertise but it’s not often the case. Many times, especially to get equipped for a business setting, you have to train yourself to speak and write effectively. Often, hotel management takes efforts to upskill staff members and here are some good ideas for the same.
While communication skills are a broad term, hospitality requires staff to deal with customer complaints in a tactful manner. They also have to attend to each need of hotel guests and guide them through things clearly and patiently.
A good communication program specifically directed at hospitality can help all employees learn the knack of dealing with guests under any sort of crucial circumstances.
It will not only focus on enhancing communication but will also teach staff to be mindful of the way they interact with hotel guests and make all possible initiative to provide them with a pleasant experience.
Follow the mirror technique
Communication skills often require modulation and one may be required to change the way they speak depending on the audience. Even in hospitality, you have to be observant of the guest’s style of speaking and revert accordingly. This means that if someone is interested in keeping the conversation short and only wants to address a specific issue, then you have to respond in the required manner. Similarly, if the guest wants to discuss things at length then you have to be more forthcoming with information.
Communication skill in the hospitality industry is hence given a very important place and if you are looking to make a career in this sector, then you must prepare likewise for the role.