How to communicate well within the hotel

Therefore, while hotel management personnel actively manage the hotel's external sales, they should also strengthen the management of internal employees. Through effective communication, they can eliminate the dissatisfaction that affects the service quality in the hearts of employees and enhance The overall cohesion of employees serves to achieve the hotel's business goals. 1. Ensure vertical communication and ensure smooth flow of information in both directions. Hotel employees need a lot of information about customer needs, hotel operations, and decision-making when providing customer service; and hotel management also needs to promptly convey information about the hotel's new service strategies, new service methods, and the hotel's corporate culture. To hotel staff. This two-way demand for information requires the hotel to provide smooth communication channels and do a good job of communication between superiors and subordinates to ensure the smooth flow of information in both directions. At the same time, the needs, suggestions, and requests of hotel employees also need to be fed back to the management in a timely manner, especially the front-line employees of the hotel. In frequent and close contact with customers, they are most likely to obtain information about customer needs and discover problems in the service. , the suggestions of front-line employees are extremely valuable for the hotel to improve its operations and services. If certain suggestions and requests from employees cannot reach the management or are not taken seriously, it will dampen employee enthusiasm and affect the quality of customer service. Therefore, there should be communication channels within the hotel to establish an effective two-way communication system, so that employees' feasible suggestions can be adopted in a timely manner, and employees' requests can enable the management to make adjustments and feedback the information to employees, thereby making Employees are deeply aware of their value in the organization. In order to improve vertical communication between hotel superiors and subordinates, many hotels use methods such as holding staff meetings and holding discussions with employees to understand their needs and dissatisfaction, respond to them, and channel them. 2. Carry out horizontal communication and strengthen inter-departmental collaboration and support. Judging from the specific work of the hotel, many service tasks in the hotel require employees from different departments to cooperate with each other and complete the work collaboratively. Taking the catering and banquet reception as an example, the banquet reception involves the catering department, sales department, engineering department, safety department and other departments. The catering department alone cannot complete the reception task well. From the customer's perspective, service is an overall concept for customers. The services provided to customers by different departments and employees in the hotel are all part of the customer's perception of the hotel's service quality. The lack of any link will destroy the overall service. Effect. Therefore, it is necessary for hotels to strengthen horizontal communication of information between departments and coordinate collaboration and support between departments. Front-line departments should promptly transmit customer information to relevant auxiliary departments and require auxiliary departments to respond accordingly; the reception department needs to understand the degree of commitment made by the sales department to customers during external marketing so that when providing services, it can be as high as possible Or exceed the hotel's commitment to its customers. If there is a lack of communication between departments and failure to provide customers with the products and services they expect, it will greatly affect customer satisfaction with hotel services. Therefore, employees and departments must coordinate and cooperate in order to create a high-quality hotel image and increase the hotel's attractiveness to the external market. The identity of the production and consumption of hotel services makes it difficult to standardize the production of services. Therefore, a service-oriented and customer-oriented hotel corporate culture is extremely important. An important task of hotel internal communication is to spread the hotel's corporate culture and strengthen each employee's service awareness and customer orientation. In order to achieve business goals and ensure the efficient operation of business activities, a hotel must use various means to communicate internally, so that information can flow within the hotel, and employees can give full play to their enthusiasm, creativity and collaborative spirit under the guidance of customer orientation and quality concepts. , in order to achieve the hotel's ultimate business goals. The Importance of Effective Communication in Hotel Management In the hotel industry, communication is a management behavior that accompanies the entire management process. Without effective communication, efficient hotel management is impossible. The same is true in other industries. We can think of it this way: manage through communication, promote communication through management, and effective communication is the only way to achieve efficient management in modern enterprises. The hotel industry is a typical service industry and a labor-intensive industry.

Hotels with good communication skills can often not only form a high reputation among the public, but also form a good reputation. 3. The role of effective communication in hotel internal management. Hotels win with high-quality service, and service comes from the labor of employees. In the past, hotels often only valued the importance of customers and ignored the role of employees. Nowadays, the role of employees in hotels has received more and more attention. Many hotels have even put forward the new concept of "employees are God". How to quickly and comprehensively understand the needs of employees, how to fully mobilize employees' enthusiasm, and how to retain hotel talents are closely related to effective communication. (1) It can enhance employees’ sense of identification with the hotel. Good hotels usually have unique and distinctive corporate cultures. Through effective communication, employees can be aware of the hotel's culture and enhance their understanding of the hotel. When employees are integrated with the hotel culture, they will consciously establish a spirit of ownership and improve their work enthusiasm and sense of responsibility. In addition, hotel managers need to frequently provide mission statements and goal statements to their employees. If communication is not good, it will cause resentment and resistance among employees. Good communication is conducive to the communication of goals and the execution of tasks. It can also encourage employees to boldly put forward opinions and suggestions on tasks and goals. This allows the company and its employees to reach a consensus. (2) It is conducive to coordinating interpersonal relationships and enhancing employee cohesion. There are many people in the hotel and the organizational structure is relatively complex. How to handle communication between employees, between employees and departments, and between departments is extremely important. Maslow's hierarchy of needs theory shows that after meeting basic physical needs, people often need to be satisfied socially and emotionally. Exchanging feelings and communicating ideas is an important psychological need for people. Effective communication can help people understand each other, eliminate people's inner tension and uneasiness, make people feel comfortable, and improve their relationships. In addition, enhancing cohesion is also an important means to improve organizational efficiency. In the hotel management process, managers should communicate with employees in a timely manner, understand their needs, and solve the difficulties faced by employees in a timely manner. Doing so can make employees feel the care of the hotel, thereby enhancing employee cohesion. (3) It is conducive to retaining talents and reducing employee turnover. Reasonable personnel mobility is necessary and reasonable for both society and hotels. In other industries, normal staff turnover is generally around 5-10. However, a statistic shows that the average turnover rate of hotel employees in Beijing, Shanghai, Guangdong and other regions is around 30, and some hotels are even as high as 45. Excessive employee turnover will have many negative impacts on hotels. Communication and understanding between superiors and subordinates from thoughts to feelings and interests are sometimes more effective than any material stimulation. Only through extensive, diverse, and sufficient communication can employees' understanding of the hotel managers' decisions, policies, goals, and plans be enhanced, and various conflicts that may exist or may arise can be resolved in a timely manner, and unity can be enhanced. At the same time, hotel managers also deepened their understanding and enhanced feelings during their communication with employees. Therefore, effective internal information exchange is very necessary. In the hotel industry, communication is a management behavior that accompanies the entire management process. Without effective communication, efficient hotel management is impossible. The same is true in other industries. We can think of it this way: manage through communication, promote communication through management, and effective communication is the only way to achieve efficient management in modern enterprises. A brief analysis of how to do a good job in hotel communication. To run a hotel well, in addition to improving management and doing various tasks well, we must also pay attention to service and hotel communication. Communication is the best way for people to communicate and understand each other, because not only can more people clearly understand the hotel's standardized services and management, but it can also understand the hotel's business philosophy and corporate cultural image. Unless companies in the 21st century can make their employees better at their jobs, they will find it very difficult to survive, let alone thrive.

This does not mean that the work needs to be done harder or the workload is greater, but that employees have learned to take responsibility for their own actions, develop and share the best information about their jobs, and leverage delegation to form lasting solutions to fundamental problems. Method. The general managers of most companies have realized that the key to achieving better performance is good communication. For more than 20 years, business leaders have used a series of communication tools - focus group interviews, organizational surveys, walk-through management (management-by-walking-around) and other tools—disseminate and collect information that can transform a company. These familiar techniques used correctly can actually inhibit learning and communication. In the 21st century, companies not only manage Managers need to learn effectively and communicate well, and ordinary employees also need to learn effectively and communicate well. In recent years, many company managers have chatted with subordinates at different levels to understand the actual operation of the company, and then help the company better Run effectively.◆So, what is the understanding and understanding of communication, and what levels of communication are included in hotel work? 1. Mr. Luo Haizhou, the front office manager of Zhuhai Catic Hotel, believes: Communication is between people through language The process of transmitting and exchanging information through various expression methods such as words and text. It is the most important activity in human behavior. It is a science that studies how to minimize resistance and achieve optimal goals at the same time. As the saying goes, a fence has three stakes and a hero has three gangs. This shows that good interpersonal relationships are the basic guarantee for success, and effective communication is an important way to create such interpersonal relationships. The daily work of a hotel is a high-contact activity, and communication is an important part of organizational functions. It includes two levels: internal communication and external communication. Internal communication usually refers to communication between employees, communication between superiors and subordinates, communication between departments, etc.; external communication includes communication between the hotel and customers, as well as communication with government agencies, communities and other functional departments. 2. Mr. Yao Qingquan, manager of the housekeeping department of Zhuhai Royal Hot Spring, believes that communication means that both parties reach a common understanding and upload and distribute information so that information can flow effectively. He gave an example of his own experience: When he first became a manager, a director was very honest and conscientious. Because of this, he and I worked closely and communicated well. Three months later, I found that the director seemed to have some opinions. , there is much less communication than before. So I talked to him, and the other person said that he was very persistent and would never speak up if he didn't want to talk! After further communication, I found out that he said that he and I lacked tacit understanding at work and had different ideas, and he felt that the previous manager was better. I didn't say anything at the time, so he asked the other person to give an example, and he talked about two points. First: almost all previous managers adopted his suggestions, but I rarely adopted them. Second: Almost all the work I have done has been affirmed, but I am picky about three. Later, I asked him to talk about a few specific things and analyze them one by one from front to back, why he talked about who touched my cheese, etc., and finally understood. Later, we had a better understanding both at work and in our spare time, and he became My right-hand assistant at work! 3. Mr. Lu Hongjia, Assistant Lobby Manager of Zhuhai Yindu Hotel, believes that communication is a successful exchange of information between each other. Good communication is the key to good service and management in the hotel industry. 4. Wang Ying, trainer of Oriental Inn Hotel Management Co., Ltd., believes that communication is the exchange of information and ideas and is an indispensable tool for management, and hotel management is no exception. In hotel operations, communication is ubiquitous and critical. There is communication between guests and hotel employees and management, between employees and employees, between employees and management, within management, between departments, between suppliers and hotels, and between hotels and management companies. In this regard, I will also cite an example in life: I will tell you a story I heard: One day, the foreign general manager was doing the first job of the day in the hotel---inspecting the public areas of the hotel and discovering that there was a problem in the lobby. The piano is a little dirty.