A brief analysis of how to do a good job in hotel communication

Communication is the best way for people to communicate and understand each other, because not only can more people clearly understand the hotel's standardized services and management, but it can also understand the hotel's business philosophy. and corporate cultural image. Unless companies in the 21st century can make their employees better at their jobs, they will find it very difficult to survive, let alone thrive. This does not mean that the work needs to be done harder or the workload is greater, but that employees have learned to take responsibility for their own actions, develop and share the best information about their jobs, and leverage delegation to form lasting solutions to fundamental problems. Method. The general managers of most companies have realized that the key to achieving better performance is good communication. For more than 20 years, business leaders have used a series of communication tools - focus group interviews, organizational surveys, walk-through management (management-by-walking-around) and other tools—disseminate and collect information that can transform a company. These familiar techniques used correctly can actually inhibit learning and communication. In the 21st century, companies not only manage Managers need to learn effectively and communicate well, and ordinary employees also need to learn effectively and communicate well. In recent years, many company managers have chatted with subordinates at different levels to understand the actual operation of the company, and then help the company better Run effectively. ◆ So, what is the understanding of "communication", and what levels of "communication" are included in hotel work? 1. Mr. Luo Haizhou, the front office manager of Catic Hotel in Zhuhai, believes: Communication is between people. The process of transmitting and exchanging information through language, text and other means of expression. It is the most important activity in human behavior. It is a science that studies how to minimize resistance and achieve optimal goals at the same time. As the saying goes, "A fence has three stakes, a hero has three gangs." This shows that good interpersonal relationships are the basic guarantee for success, and effective communication is an important way to create such interpersonal relationships. The daily work of a hotel is a "high-contact" activity, and communication is an important part of organizational functions, including internal communication and external communication. Internal communication usually refers to communication between employees, communication between superiors and subordinates, communication between departments, etc.; external communication includes communication between the hotel and customers, as well as communication with government agencies, communities and other functional departments. 2. Mr. Yao Qingquan, manager of the housekeeping department of Zhuhai Royal Hot Spring, believes that communication means that both parties reach a common understanding and upload and distribute information so that information can flow effectively. He gave an example of his own experience: When he first became a manager, a director was very honest and conscientious. Because of this, he and I worked closely and communicated well. Three months later, I found that the director seemed to have some opinions. , there is much less communication than before. So I talked to him, and the other person said that he was very persistent and would never speak up if he didn't want to talk! After further communication, I found out that he said that he and I lacked tacit understanding at work and had different ideas, and he felt that the previous manager was better. I didn't say anything at the time, so he asked the other person to give an example, and he talked about two points. First: almost all previous managers adopted his suggestions, but I rarely adopted them. Second: Almost all the work I have done has been affirmed, but I am picky about three. Later, I asked him to talk about a few specific things and analyze them one by one from front to back as to why he talked about "Who moved my cheese" and so on. Finally, I understood. Later, we had a better understanding both at work and in our spare time, and he also It has become my right-hand assistant at work! 3. Mr. Lu Hongjia, Assistant Lobby Manager of Zhuhai Yindu Hotel, believes that communication is a successful exchange of information between each other. Good communication is the key to good service and management in the hotel industry. 4. Wang Ying, trainer of Oriental Inn Hotel Management Co., Ltd., believes that communication is the exchange of information and ideas and is an indispensable tool for management, and hotel management is no exception. In hotel operations, communication is ubiquitous and critical. There is communication between guests and hotel employees and management, between employees and employees, between employees and management, within management, between departments, between suppliers and hotels, and between hotels and management companies.

In this regard, I will also cite an example in life: I will tell you a story I heard: One day, the foreign general manager was doing the first job of the day in the hotel---inspecting the public areas of the hotel and discovering that there was a problem in the lobby. The piano is a little dirty. He called Peon, the waiter who was cleaning next to him, and said to him "The piano is dirty. Please clean thepiano". Peon put together the parts he understood and thought he was asking him to "clean Peon (Piano)". Although he wondered about himself every day How could it be "dirty" to take a shower, but I didn't dare to ask the general manager, I just went back and took a shower more seriously. Unexpectedly, the next day the general manager found stains on the piano again and called Peon again, asking him to clean it as soon as possible. Peon was confused and didn't understand why the general manager always said he was dirty, so he complained to his manager full of grievances. It was only after the manager confirmed it to the general manager that it was a misunderstanding. A question, or even a word difference that could be clarified with a gesture, caused Peon two days of distress and grievance. The communication barrier is not only in language, but also in consciousness. When communicating with employees, we should also understand and communicate based on their personal background, identity and mentality. At work, we should ask more about and care about employees’ working conditions and their opinions and suggestions on work. This is the most important thing. No one can You can appreciate the mentality of serving guests better than employees. Therefore, communication with employees should be done well. In addition to building bridges with employees, we also need to build bridges of communication with customers. One way of communication is called: general manager cocktail party. Many people should be familiar with cocktails, but they still have questions: There are different opinions on when and who invented cocktails. But it must be in Western countries and not in China, the ancient civilization in the world. The preparation of cocktails involves mixing two or more materials to create a pleasant taste. Therefore, as long as they have a certain level of knowledge about wine and are interested in making and tasting it, anyone can innovate wine recipes, especially in In hotels, wine needs to be more creative and create different wines to entertain guests. It is also a common method for Westerners to entertain guests in the form of a cocktail party. In the hotel industry, no matter which management group you belong to, it has been widely used by business managers to communicate with customers in the form of cocktail parties, and has achieved excellent results. This kind of cocktail party is just like making cocktails. In order to achieve different purposes of communicating with customers, the form, creativity, location, and content can be changed, but the impression left on customers will always be beautiful. The cocktail party is actually an information exchange meeting between hotel senior managers and guests. What a great idea, what a great way to communicate with guests! Our domestic hotel general managers generally don’t like to drink cocktails, but as long as they sincerely want to communicate with guests and get first-hand information feedback to help With the continuous improvement of hotel operation and management, it is possible to hold tea parties or other forms. ◆In communication, communication channels, communication awareness and communication skills are also very important and run through the entire system of communication: 1. Communication channels, communication awareness and communication skills are the three elements in communication and are necessary factors to promote successful communication. Smooth communication channels are the basis for information movement. Strong communication awareness will make communication full of vitality, and connotative communication skills can make communication activities rich and colorful. 2. Communication channels play an intermediary role in communication, which is to provide an effective way for communication between personnel at all levels to ensure smooth flow of information. The role of communication awareness in communication is to enable people at all levels to convey and communicate the information they need to convey and communicate in the first time. The role of communication skills in communication is mainly to enable the information to be communicated to be conveyed and exchanged efficiently, that is, the information is conveyed unchanged and the exchange is efficient and innovative. 3. If communication is compared to the circulatory system of the human body (the impact of communication on management is no less than that of the circulatory system on the human body), the communication channel is the blood vessel, the channel through which information is transmitted; communication awareness is the energy that controls the beating of the heart. (Fortunately, the human heart works consciously and automatically without interruption). It originates from the center (management) and affects the overall situation. Communication skills are aerobic exercise.

Therefore, the effective management and operation of a hotel depends on the efforts and perfection of all aspects. For a hotel manager, how to manage and manage the methods are very important. What is managed is not only people, but also among people. Communication and communication between people, interpersonal relationships, etc. To read more related knowledge, return to the hotel management knowledge column list