COMMUNICATION:

It is exchange of information, ideas, knowledge, news, views, and

attitudes whether by speech, writing or signs. For effective
communication, it is important that the information transferred is
understood by the receiver.

Communication flow includes following aspects:

1. Sender

2. Receiver

3. Message

4. Media

MESSAGE
SENDER RECEIVER
MEDIA

Importance of effective communication:

Every hotel need to develop effective communication in their operations.

No hotel can develop in its absence. Internal as well as external
communication plays important role in the success of any business
organisation.

For all those are related to the hospitality it is essential to have sound
knowledge of local as well as foreign languages. Communication skills of
the employee are given much importance at the time of appointment or
promotions.
Types of communications:

INTERNAL COMMUNICATION: it means communication within the hotel.

Where information is transmitted within the organisation, & its
departments etc & between the hotels of the same chain. For this
coordination among the related departments are of great importance too.

Types of internal communication:

1. Formal: it is transmission of official messages or information within or

outside the organisation. It always runs through proper channel and
level or management. E.g.: upward or downward communication

2. Informal: flow of information is not through proper channel. E.g.:

rumours, grapevine

3. Consensus: when a number of people sit and interact with each other
to arrive at a decision acceptable to all, is called consensus. It is a
process of arriving at an agreement through consultation.

EXTERNAL COMMUNICATION:

It is the communication of hotel with the external sources & officials e.g.:
banks, travel agencies, airlines, post offices, tax departments etc.

Departments with which front office communicates with are:

Lobby, accounts, food & beverage, telephones, engineering &

maintenance, stores, marketing & sales, housekeeping etc.
TELEPHONIC COMMUNICATION & TECHNIQUES:
Telephonic communication involves caller, receiver and operator.
Telephone service is very important for effective communication. When
dealing with guest over phone, remember the caller can’t see you, and
can only listen to your voice. You are required to pay proper attention as
you represent the hotel & the caller is paying money for the call. Hence,
one must follows telephone etiquettes to make the message effectively,
such as:

1. Greet the caller

2. Get organized- keep pen & paper ready

3. Your voice should be modulated, tone friendly, interested, helpful,

cheerful, & concerned.

During any business telephonic conversation, you should:

1. Smile even though you are on the telephone- your smile improves your
vocal quality.

2. Sit or stand up straight- you will be more alert & may pay better
attention to what is being said.

3. Use a low voice pitch-it sound more mature.

4. Match your speaking tempo to the caller during conversation.

5. Avoid extremes in volume- too loudness in voice sound rude. So try to

speak as softly as possible.

6. Avoid using slang expressions such as yeah, yup etc.

Do’s & don’ts of telephonic communication:

Do’s:

• Knowledge about the instrument, its features & its operations

• Use SOP of a hotel while handling any incoming & outgoing call

Don’ts:
• Don’t consider instrument as a toy

• Don’t waste time of yours & guest on unwanted conversation

• Don’t transfer the call unnecessarily

• Don’t answer the phone with “hello”

• Don’t leave the line ‘open’ while talking to someone on the same
time.

• Don’t slam or bang the instrument, no matter how irritating the call
was.

• Don’t drink, eat or chew while talking over phone

• Don’t close the call without a pleasant close.

Always close the call pleasantly by saying:

• “Have a pleasant day, sir”.

• “I am glad I could help, Madam”.

• “You are welcome, Sir”.

• “Good bye & thank you, Sir”.