Communication Bhm 6 & 4 gurminder preet singh

8/9/2019 Communication Bhm 6 & 4 gurminder preet singh

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COMMUNICATION:

It is exchange of information, ideas, knowledge, news, views, and

attitudes whether by speech, writing or signs. For effective

communication, it is important that the information transferred is

understood by the receiver.

Communication flow includes following aspects:

1. Sender

2. Receiver

3. Message

4. Media

MESSAGE

MEDIA

Importance of effective communication:

Every hotel need to develop effective communication in their operations.

No hotel can develop in its absence. Internal as well as external

communication plays important role in the success of any business

organisation.

For all those are related to the hospitality it is essential to have sound

knowledge of local as well as foreign languages. Communication skills of

the employee are given much importance at the time of appointment or

promotions.

SENDER RECEIVER


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Types of communications:

INTERNAL COMMUNICATION: it means communication within the hotel.

Where information is transmitted within the organisation, & its

departments etc & between the hotels of the same chain. For this

coordination among the related departments are of great importance too.

Types of internal communication:

1. Formal: it is transmission of official messages or information within or

outside the organisation. It always runs through proper channel and

level or management. E.g.: upward or downward communication

2. Informal: flow of information is not through proper channel. E.g.:

rumours, grapevine

3. Consensus: when a number of people sit and interact with each other

to arrive at a decision acceptable to all, is called consensus. It is a

process of arriving at an agreement through consultation.

EXTERNAL COMMUNICATION:

It is the communication of hotel with the external sources & officials e.g.:

banks, travel agencies, airlines, post offices, tax departments etc.

Departments with which front office communicates with are:

Lobby, accounts, food & beverage, telephones, engineering &

maintenance, stores, marketing & sales, housekeeping etc.


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TELEPHONIC COMMUNICATION & TECHNIQUES:

Telephonic communication involves caller, receiver and operator.

Telephone service is very important for effective communication. When

dealing with guest over phone, remember the caller cant see you, and

can only listen to your voice. You are required to pay proper attention as

you represent the hotel & the caller is paying money for the call. Hence,

one must follows telephone etiquettes to make the message effectively,

such as:

1. Greet the caller

2. Get organized- keep pen & paper ready

3. Your voice should be modulated, tone friendly, interested, helpful,

cheerful, & concerned.

During any business telephonic conversation, you should:

1. Smile even though you are on the telephone- your smile improves your

vocal quality.

2. Sit or stand up straight- you will be more alert & may pay better

attention to what is being said.

3. Use a low voice pitch-it sound more mature.

4. Match your speaking tempo to the caller during conversation.

5. Avoid extremes in volume- too loudness in voice sound rude. So try tospeak as softly as possible.

6. Avoid using slang expressions such as yeah, yup etc.


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Dos & donts of telephonic communication:

Dos:

Knowledge about the instrument, its features & its operations

Use SOP of a hotel while handling any incoming & outgoing call

Donts:

Dont consider instrument as a toy

Dont waste time of yours & guest on unwanted conversation

Dont transfer the call unnecessarily

Dont answer the phone with hello

Dont leave the line open while talking to someone on the same

time.

Dont slam or bang the instrument, no matter how irritating the call

was.

Dont drink, eat or chew while talking over phone

Dont close the call without a pleasant close.

Always close the call pleasantly by saying:

Have a pleasant day, sir.

I am glad I could help, Madam.

You are welcome, Sir.

Good bye & thank you, Sir.

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Communication Bhm 6 & 4 gurminder preet singh