Effective Communication Significance In Hospitality Industry Training Ppt
These slides highlight the advantages of effective communication in the hospitality industry, such as building relationships with guests, dealing with difficult situations, and understanding their needs.
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Slide 2
This slide contains information on the three Cs of effective communication which are: Strive for clarity, keep it concise, and be consistent. The hotel staff can use these 3 Cs to better communicate with guests.
Instructor’s Notes:
For effective communication, an improvement tip for hotel staff is to be clear, concise, and consistent, while interacting with guests. Each one of these is discussed in detail below:
Strive for Clarity:
- Hotel staff should be clear about what they want to communicate to the guests and must provide them with correct information
- They should be able to understand guests’ needs at the first instance itself. In case of confusion, (if required) they must ask questions to get clarity
- Hotel staff can create templatized responses to quickly resolve guests’ queries
Keep it Concise:
- The conversation with the guests should be short and in direct sentences
- Hotel staff must not use fancy words because it will only confuse the guests
- In case the communication is done via email, there should be proper structuring. Communicating important information has to be the aim
Be Consistent:
- Consistency in communication means repetition and frequency
- Selected key messages should be repeated so that the guest may not forget any information
- During their stay, guests should be updated on a regular basis regarding any information related to them
Slide 3
This slide provides a recommendation to develop active listening in hotel staff. These are paying attention, showing that you are listening, and responding appropriately.
Instructor’s Notes:
Recommendations to develop active listening in hotel staff are:
Be Attentive:
- The hotel staff should pay undivided attention towards the guests when they are speaking
- Always maintain eye contact
- Always try to decipher the body language of the speaker
Use Nonverbal Cues:
- The hotel staff should use their body language and gestures to convey their attention and concern while conversing with the guests
- Make sure the body posture is open and inviting
Respond Appropriately:
- Always encourage guests to continue speaking with verbal inputs like "Yes“
- To successfully solve guests’ queries, gather information from appropriate sources before offering any solution
- In case of conflict, be honest while responding to guests' questions and respectfully present your opinion
Slide 4
This slide lists recommendations for hotel staff to improve aspects of nonverbal communication, which are facial expression, gestures, body posture, and eye contact.
Instructor’s Notes:
Tips to improve non-verbal communication aspects are:
Facial Expressions:
- Facial expressions can convey countless messages in the form of emotions without any verbal comment
- The hotel staff must always have neutral or jovial facial expressions
Gestures:
- Gesture is a form of non-verbal communication in which visible body parts like hands are used to communicate particular messages
- Hotel staff should avoid unwanted movement of hands and pointing while communicating with guests as it is considered a sign of confrontation
Body Posture:
- Hotel staff must always exhibit body adopt a welcoming and confident posture towards guests. If a conflict arises, and in case of conflict, submissive body posture should be maintained
Eye Contact:
- Guests in hotels like to have undivided attention while conversing, so hotel staff should maintain friendly eye contact to convey attentiveness
Slide 5
This slide provides recommendation on how hotel staff can make good impression by dressing appropriately. It also lists the advantages of dressing appropriately which are: to communicate that staff takes their job seriously, to represent hotel’s brand values, to feel confident, to exhibit credibility.
Instructor’s Notes:
In hotels, the staff should dress professionally:
To Communicate that Staff Takes Their Job Seriously:
- When the hotel staff dresses properly, it sends the impression that they are serious about their job and work
- Spending time and effort on dressing properly demonstrates that the staff cares about representing themselves well at work
To Represents Hotel’s Brand Values:
- As a member of the hotel, the staff members are the representative of the hotel they are working in
- While interacting with the guests, the staff's appearance reflects on the business health of the property
- The staff can give a positive and good professional impression of the company by dressing appropriately
- Employers value hotel staff who see themselves as the company's public face
To Feel Confident:
- Hotel staff feels empowered and confident when dressed professionally
- It helps them take on new challenges, interact with new guests, and progress in their careers
To Exhibit Credibility:
- Appearing professionally-dressed attracts other staff and guests to respond more positively
- It also helps the staff appear more trustworthy in interacting with other staff members, hotel management, and guests by dressing professionally
Slide 6
This slide lists the recommendation for hotel managers to deliver effective oral reports to subordinates. An effective oral report consists of three parts: Introduction, body, and conclusion.
Instructor’s Notes:
Tips to make effective oral report are:
Introduction:
- In introduction, the section manager must catch the attention of the listener and should introduce concerns
- Manager needs to be clear about their intention in addressing the issue, whether they are asking for help or just educating the staff or chef
Body:
- The body of the oral report should contain important key points or ideas related to the feedback
- Convey points in sequence so that listener can easily follow the conversation
Conclusion:
- In conclusion, reaffirm the important points but do not repeat everything
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