THE IMPORTANT OF COMMUNICATION SKILLS IN HOSPITALIY INDUSTRY

ABSTRACT
Communication as a means of sending and receiving information between
two and more persons play a vital role in the hospital industry. A perfect
communication mode make the industry lively as it deals with various
individual every day. As such training and retraining staff and new staff will
go a long way to burst the business. This project focus on the important of
communication skills in hospitality given leading step to ensure it is
maintained to standard. It also opens up key skills to learn to ensure staff
are trained to standard.

Introduction
Communication plays a very important role in the hospitality industry.
A customer not only pays for the food, room, or product, he also pays for
the service. Communication is an integral part of service. A customer can
be in a bad mood but a broad smile on the faces of the employees in a
restaurant can change the mood of the customer and make him feel good
and contended. You need to be very patient, cool and composed and need
to keep yourself calm while handling difficult customers. 
According to Hanna (2002) communication is defined as mutual
interactive process between the sender of the message and the recipient of
this message. The communication message targets all individuals and
groups. There are different meanings for the communication process such
as that it includes all the processes people use to influence others. It is also
the process by which the individual transmits specific meanings,
information or ideas to others using written, verbal messages combined
with facial expressions or body language or by using a communication
channel transmitting the communication channel to another person who in
turn responses to it as he\she understood. Communication is the process
of transmitting and understanding information between two or more
people; the process by which information is passed between individuals or
organizations by means of previously agreed symbols. It always involves at
least two parties sender and receiver. Communication is the sharing of
information, knowledge between two or more individuals.
Molokwu (2013) asserts communication as the means by which
organizations exchange information regarding the operation of the
enterprises. Communication is the process by which information is passed
between individuals or organization through accepted system of signs,
symbols, words or behaviour and through well-defined medium or channel
of communication. Communication is the transfer of information from the
sender to the receiver with the information being understood by the
receiver. Effective communication in an organization passes through the
following stages:
Sending Encoding Transmission
Receiving Decoding Understanding
Feedback
 Effective communication is the transmission of message or
information from one person to the other, using agreed symbols and
appropriate channels and the message transmitted being understood and
consequently a feedback or a response will be initiated.
Nwachukwu (2008) said that effective communication is a vehicle for
the transmission of policies, plans, procedures, strategies and the goals to
the different levels at the organization. In other words, it is the process by
which ideas, feeling and images of a person or organization are made
known to another. He went on to say that effective communication
requires the existence of favourable climate that promotes the exchange of
ideas. Moreover, effective communication promotes good employees,
management relationship; improve attitude, increase job satisfaction and
motivation bringing an increase in productivity. In a real sense, effective
communication promotes good customer, organization relationship,
improve attitudes and increase business dealings and satisfaction and in a
way, ensuing high productivity especially in the hospitality industry.
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