Importance of communication:

• Communication is essential for planning and decision

making
• Communication helps bring about coordination
• Communication helps develop managerial skills.
• Communication helps improve employee morale
(the job satisfaction, outlook, and feelings of well-
being an employee has within a workplace setting)
• Better understanding between the employee and
employer.
• Communication is essential for effective leadership.
• Customer service is not a department, it’s
everybody’s business.
• If you’re looking to improve on your career, its
important that you develop certain customer service
skills.
 Greeting customers
• Be attentive, acknowledge a person as soon as they
appear, even if you are busy.
• Give the customer your full attention
• Smile
• Tell them your name
• Ask how you can help
• Be courteous.
 How to listen to customers
Active listening = Attending Skills (being ready)

• Attend to immediate needs.

• Be available
• Eye contact
• Attentive posture
• Concentration
Ten Customer Service Skills That Will
Reward
 IMPORTANCE OF EFFECTIVE COMMUNICATION IN
HOSPITALITY INDUSTRY:

– No hotel can develop in the absence of effective

communication.

– Given high weightage at the time of appointment and

promotion of employees.
Types of communication in the hospitality
industry

Internal External
 Internal communication:
• Communication within the hotel, i.e, transmitting
information within the organization, its
departments, sections, etc. and between the
units of the same chain.
• Effective communication creates an atmosphere
of mutual trust and confidence, and also a spirit
of understanding and cooperation.
• The employees know what exactly is expected
out of them and the management is aware of the
potentialities and limitations of the employees.
 Types

Formal Informal
communication communication
• Formal communication This line of
communication is meant for transmission of
official messages or information within or outside
the organization.
• It may move vertically or horizontally.

• Vertical communication is from supervisor to

subordinate and vice versa.
• Horizontal communication flows between
employees of equal or comparable status.
 Vertical communication is of 2 types
• Downward communication: It
means flow of information from top
to lower levels. In this instructions
are passed to subordinates to do
work. It can be in the form of
policies, rules, instructions,
procedures, letters, posters, etc.
• Upward communication: In such a
case, the communication flows from
lower levels to the higher levels. It is
generally in the form of
performance reports, suggestions,
reviews, input, feedback, etc.
 Informal communication
• In such a system official
lines are not followed and
there is free interaction
among the members of the
organization.
• It is also called grapevine
communication because
there is no definite channel
of communication.
 Consensus
• When a number of people
irrespective of the status sit
and confer with one another
to arrive at a decision
acceptable to all, it is called
consensus.
• It is the process of arriving at
an agreement through
consultation.
• The advantage of this is that
the consensus decision is
easy to accept and preserves
harmony, avoids conflicts and
splits.
 External communication
• It is the communication of an
organization with external sources
and officers, which may be
government agencies and
department licensing authorities,
foreign trade offices, customs
authorities, banks and financial
institutions, income tax, sales tax,
post offices , transporters, etc.
Other external agencies are travel
agents, suppliers, etc.
• Organisations that can
communicate better can also sell
better.