Communication – An Important Ingredient To Hotel Success

Communication with the guests is a very important ingredient in the success of a hotel business. The hotel staff need to be taught to communicate better with the guests in order to reduce misunderstandings, expectations mismatch, miscommunication errors, etc.

Good communication involves listening to your guests, understanding their problems, identifying their expectations, and addressing their concerns. When you communicate properly and effectively it can enhance user experience as the guests will feel valued that their feelings and feedback are being given due attention by the hotel.

When you listen to your guests and understand their concerns, it can make them feel happy and special. Whenever they raise any complaint or provide feedback, do your best to address it properly. Make amends wherever necessary. Do not get offended by negative feedback nor get defensive when the guests complain. On the contrary, thank them for their valuable feedback and assure them that you will look into the matter and take steps to improve your service.

Good Communication Is Not Mere Words

Good communication does not just mean that you listen to the guests and your job is done. Rather you need to take required action. If you don’t do so then it can have adverse effect. Your guests may feel cheated and lied to if you fail to take the action you promised them. Do not make promises that you don’t intend to fulfil. Don’t make commitments you are not prepared to honor.

Hallmarks of Great Communication with Guests

• Being polite, friendly and cheerful
• Greeting with a smile and welcoming guests in a warm manner
• Talking to them in polite, respectful, friendly tone
• Listening patiently and calmly without reacting
• Understanding guest’s concerns, worries and fears
• Understanding guest’s expectations and wishes
• Offering empathy
• Making guests feel valued and special
• Addressing their complaints and taking needed action
• Being calm when the guest is agitated
• Clearing misunderstandings and confusion
• Setting right expectations by conveying clear and correct information
• Responding appropriately and professionally

Things To Be Avoided While Communicating With Guests

• Being rude or impolite
• Losing your temper
• Becoming aggressive or defensive’
• Becoming angry when customers complain
• Being neglectful or not paying enough attention to what the guests are trying to convey
• Lying and deceit
• Breaking promises or commitments
• Not taking needed action to solve guest’s problem even after assuring them you will do the needful

Great Communication Can Lead To Huge Business Growth

Great communication with guests can lead to greater satisfaction, increased guest loyalty and thus increased business and revenue for the hotel. Clear, polite, respectful and effective communication is an essential building block of any successful business – more so in the hospitality sector.