You’re celebrating your anniversary at a nice restaurant, you order your favorite meal, it’s 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 won’t be going to that restaurant again, and you’ll tell all your friends too.
Bad communication is bad news anywhere, and in the hospitality industry in particular. So how can we prevent Hospitality communication calamities?
1. Have well-trained staff. If you can’t hire well trained staff, find people who are keen workers and willing to learn, and train them yourself. In fact, some employers prefer to train their own staff, rather than re-train experienced staff to meet their standards. Well trained staff is the key to providing professional service.
2. Hospitality is all about service; stress that to your staff. Hospitality staff often serve people who are on vacation; they might have saved all year long for this one holiday, they are paying good money and 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 smooth and cost-effective running of your operation. When service staff at your cafe inform 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 ASAP and your staff will know that you value their work and share their goal of providing the best service they can give.
4. Fulfill your guest’s expectations. Good hospitality communication between staff and guests starts with good office work – you, as management, need to provide your staff with the best tools they need to offer the guests the service they expect. When guests arrive in their hotel room expecting free internet service,…