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  • Chapter 2. Communication in The Hospitality and Tourism Industry

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    Daynalou Gaille Peñera
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    This document provides an overview of communication in the hospitality and tourism industry. It discusses key learning outcomes around sourcing and using information about communication in the workplace and with customers. Different types of communication such as verbal, non-verbal, listening, written and visual are defined. The benefits of effective communication for boosting employee morale, improving engagement and better productivity in the workplace are highlighted. Excellent communication with customers is said to build rapport, resolve conflicts and create positive overall guest experiences. Key aspects of communication like tone of voice, body language and expressions are also noted.

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    Chapter-2.-Communication-in-the-Hospitality-and-Tourism-Industry

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    This document provides an overview of communication in the hospitality and tourism industry. It discusses key learning outcomes around sourcing and using information about communication in the workplace and with customers. Different types of communication such as verbal, non-verbal, listening, written and visual are defined. The benefits of effective communication for boosting employee morale, improving engagement and better productivity in the workplace are highlighted. Excellent communication with customers is said to build rapport, resolve conflicts and create positive overall guest experiences. Key aspects of communication like tone of voice, body language and expressions are also noted.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    3 views20 pages

    Chapter 2. Communication in The Hospitality and Tourism Industry

    Uploaded by

    Daynalou Gaille Peñera
    This document provides an overview of communication in the hospitality and tourism industry. It discusses key learning outcomes around sourcing and using information about communication in the workplace and with customers. Different types of communication such as verbal, non-verbal, listening, written and visual are defined. The benefits of effective communication for boosting employee morale, improving engagement and better productivity in the workplace are highlighted. Excellent communication with customers is said to build rapport, resolve conflicts and create positive overall guest experiences. Key aspects of communication like tone of voice, body language and expressions are also noted.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 20

    PDAE: Professional Development and Applied Ethics

    Chapter 2:
    Communication in the Hospitality
    and Tourism Industry
    Maritess Game
    (Pass the Message Game)
    ? ? ?
    Instruction:
    The class will be grouped into two.
    Each member of the group must pass
    the message coming from the 1st
    sender. The last receiver of message
    must recite the message correctly to
    win the game
    Pass the Whisper Game Maritess
    Message or Charades Game

    Communication??
    Learning Outcomes
    01 02 03
    Source and use Source and use Source and use
    information on information on information on
    Communication Communication in the Communication with
    workplace Clients/ Customers
    ? ? ?
    What is
    Communication???
    Communication...
    Communication is the sending and receiving of information through
    a common system of symbols, signs or behavior, and can be one-
    on-one or between groups of people, and can be face-to-face or
    through communication devices.
    Types of Communication
    Verbal Non-Verbal Listening

    Written Visual
    Tone of Voice
    Things to
    Consider in
    Communication Body Language
    When communicating ideas to
    someone, you should always
    consider the following to be an
    effective communicator.
    Expressions
    Let's Brainstorm!

    ? ? ?

    What are the benefits and


    downsides of communication?
    Communication in the
    Hospitality and Tourism
    Industry
    Always Remember!!!

    ? Needs, Wants, and Expectations

    ? Extra Mile

    ? Exceeding expectations
    Never Forget!!!

    ? The magic of H-E-A-R-T


    Hear, Empathize, Apologize, Respond, Thank

    ? The feeling of Thank You!

    ? The power of SMILE & WOW


    Communication in the
    Workplace
    "Good colleagues are
    those who know that
    We is more powerful
    than Me"

    -Anonymous
    Effective Communication Skill in
    the workplace is important
    because....
    Boost employee morale

    Improve engagements

    Better Productivity
    Communication with
    Customers
    "We see our customers as invited guests to a
    party, and we are the hosts. It's our job every day
    to make every important aspect of the customer
    experience in a little bit better"
    -Jeff Bezos
    Excellent Communication Skill in
    customers/ guests is important
    because....
    Builds rapport

    Resolve Conflicts

    Creates positive overall


    guest experience
    "Communication is the
    lifeline of any relationship"
    Thank you for
    listening!

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