What are the contents of hotel communication? Communication skills in hotel management

1, effective communication is an important guarantee for the success of the department foreman.

2. communicate upward. As the foreman is a grass-roots manager, the boss is the first to face. How to communicate with your boss, and what is the necessity of communicating with your boss? This is the key to our upward communication. Upward communication is neither "flattering" as people usually think, nor for "utilitarian" purposes. On the one hand, we should focus on the implementation of the boss's instructions, including the implementation, existing problems and their solutions, the completion of tasks, the ideological trends of employees, emergencies and so on. Foremen often make the mistake of reporting the situation to their superiors when it happens, so as to complete their own tasks.

3. Parallel communication. Horizontal communication is one of the basic skills of effective communication between foreman and foreman. Especially in daily work, there are many and miscellaneous guests, and the reception of waiters is coordinated by several departments, so parallel communication becomes more and more important.

4. communicate downward. Downward communication is the basic skill of grassroots managers. Downward communication means that the grass-roots managers transmit information to the waiters, involving recent promotional activities, service awareness, business philosophy, personnel changes, business operations, etc., so that the waiters can understand the overall objectives and operation, reduce employees' concerns, and understand the upper-level intentions. The effectiveness of downward communication also depends on the management's insistence on two-way communication. Two-way communication can immediately know whether employees have a correct understanding and understanding of the foreman's command. In addition, two-way communication helps to understand the waiter's thoughts, their situation and their suggestions, which is more conducive to stimulating the enthusiasm of employees. Letting waiters express their opinions and pay attention to their opinions is an important embodiment of respecting waiters, which will make waiters feel respected and truly feel that they are the owners of their own houses.

5. Communicate with customers. Can enhance the friendly relationship with customers, close the distance, understand customer psychology and market information, tap the potential of market customers, and give play to their communication skills.