Communication is essential to quality service, training and selling. Effective communication in any area of hotel operations will lead to continued and future success. Surveys have shown that your team wants you to communicate with them. In fact, surveyed staff members rated “Being In The Know” as the number one factor in their motivation; even ahead of higher pay. Hard to believe…but not if you understand your staff.
When you have information that is important to your operations make sure that you present the information in both a timely and effective manner. Holding back information from your staff can lead to misinterpretation and misinformation. Don’t allow the rumor mill to begin or it can be very dangerous to employee morale.
By providing good communication internally your team will be more likely to reciprocate the behavior with external communication as well; better providing you with a good level of service requests, comments, compliments and complaints.
In my 17 years of hotel operations experience, one thing always held true– Communication Is Key. Effective communications skills will always be number 1 in my book. I recall all the logs I used to have for every department. We had a complaints log, service request log, communication log, key log, welcome call log, wake-up calls, and so on. Then I was introduced to an amazing product provided by Red Book Solution– The Managers Red Book. This one communication log took all those books I had and put it into a comprehensive, one stop shop for all things services related. During the development of Choice Hotels Performance Engagement program I had the distinct pleasure to partnering up with Red Book Solutions, assisting in the creation of the Choice University’s Mangers Red Book.
I am a stickler for keeping staff in the know. I always want to make sure that management and ownership have the same access to property logs as the rest of the staff does. Using the CU Red Book will lead to better internal communications and better time management. It also helps you follow best practices and track all the components that lead to a better overall guest experience. Having this information at your staff’s fingertips will also lead to better service recovery, help increase Choice Privileges sign-ups, and assist with CP recognition. Imagine coming in to work after a few days off and being able to pick up a book and see that your guest service is operating at peak performance. You will begin to see trends in operations and service performance, which will help you identify training opportunities for areas your property could use improvement on. The trends can assist you in finding out which rooms might need a little more TLC than just the “band-aid method”.
In conclusion; I will leave you with a few quotes:
I’m a great believer that any tool that enhances communication has profound effects in terms of how people can learn from each other, and how they can achieve the kind of freedoms that they’re interested in. Bill Gates
The single biggest problem in communication is the illusion that it has taken place. George Bernard Shaw
Guest Service at its best is just another form of great communication! Sean Patrick Tibbetts