How to communicate well in hotel management?

To run a hotel well, we should not only improve management and service, but also pay attention to service and hotel communication. Communication is the best way to communicate and understand between people, because it can not only make more people clearly understand the standard service and management of the hotel, but also understand the business philosophy and corporate culture image of the hotel. Companies in the 2 1 century will find it very difficult to survive, let alone prosper, unless they can make their employees work better. This does not mean that the work to be done is more arduous or heavier, but that employees learn to be responsible for their own actions, develop and share the best information about their work, and make full use of authorization to form lasting solutions to basic problems. The general managers of most companies realize that good communication is the key to improving performance. For more than 20 years, business leaders have used a series of communication tools-focus group interviews, organization surveys, walking management and other tools-to spread and collect some information that can bring changes to the company. These familiar and correctly used skills will actually inhibit learning and communication. 2 1 century, not only managers, but also ordinary employees need effective study and good communication. In recent years, many company managers can learn about the actual operation of the company by chatting with subordinates at different levels, thus helping the company to operate more effectively. Then, what is the understanding of "communication" and what levels of "communication" are included in hotel work? 1. Mr. Luo Haizhou, manager of the front office of Kaidike Hotel in Zhuhai, believes that communication is a process of information transmission and exchange between people through various expressions such as language and writing. It is the most important activity in human behavior, and it is a science to study how to minimize the impedance and achieve the optimal goal. As the saying goes, "One fence has three posts, one hero has three gangs", which shows that good interpersonal relationship is the basic guarantee of success, and effective communication is an important way to create this kind of interpersonal relationship. 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 hotels and customers, as well as communication with government agencies, communities and other functional departments. 2. Mr Yao qingquan, manager of Zhuhai royal hot spring room service department, believes that communication means that both parties reach an understanding, upload and publish, and information can flow effectively.

He also gave an example of personal experience: when he first joined as a manager, a director was honest and conscientious. Because of this, I work closely with him and communicate well. Three months later, I found that the director seemed to have an opinion, and communication was much less than before. So I chatted with him, and the other person can say that people are persistent and never talk if they don't want to talk! After further communication, I learned that he said that he and I lacked tacit understanding at work and had different ideas, and that he thought the former manager was better. I didn't say it at the time, so let the other party give an example. I made two points. First, almost all his suggestions were adopted by previous managers, but I seldom adopted them. Second: almost all my work has been affirmed, but I choose three and four. Later, I asked him to tell a few specific things and analyze why one by one. He talked about "who moved my cheese" and so on, and finally understood. Later, we got to know more about work and spare time, and he became my right-hand man at work! 3. Mr. Lu Hongjia, assistant lobby manager of Zhuhai Yindu Hotel, thinks that communication is a successful information exchange. Good communication is the key to good service and management of hotel industry. 4. Wang Ying, a trainer of Oriental Inn Hotel Management Co., Ltd., believes that communication is the exchange of information and ideas, and it is an indispensable tool for management, and hotel management is no exception. In hotel operation, communication can be seen everywhere, which is very important. There is communication between guests and hotel employees and management, between employees, between employees and management, within management, between departments, between suppliers and hotels, and between hotels and management companies. In this regard, I also give an example in life: I told a story: one day, the foreign general manager was doing the first job of the day in the hotel-patrolling the public area of the hotel and found that the piano in the lobby was a little dirty. He called Peon, the attendant who cleaned next to him, and said to him, "The piano is dirty. Please clean the piano. " Pian put what he understood.

Some of them came together and thought they wanted him to "clean the piano". Although he wondered why the bath was "dirty" every day, he dared not ask the general manager, but just went back and took a bath more seriously. But the next day, the general manager found the stain on the piano again and called Peon to ask him to clean it up as soon as possible. Peon is at a loss why the general manager always says he is dirty and complains to his manager. The manager didn't know it was a misunderstanding until he confirmed it to the general manager. A question, even a word difference that can be clarified by a gesture, made Peon feel distressed and wronged for two days. The obstacles to communication are far more than language, but also consciousness. For communication with employees, we should also understand and communicate according to personal background, identity and mentality. At work, we should ask and care more about employees' work, as well as their opinions and suggestions. This is the most critical. No one understands the mentality of serving guests better than the staff. So do a good job of communication with employees. Besides building bridges with employees, we should also build bridges with customers. One way of communication is called the general manager cocktail party. Many people should be familiar with cocktails, but they still ask: When did cocktails originate? Which country? Who invented it? Opinions vary, and no one can agree. But it must be in western countries, not in China, an ancient civilization in the world. Cocktails are made by mixing more than two kinds of materials to create a pleasant taste. Therefore, as long as you have a good understanding of wine and are interested in preparing and tasting it, anyone can innovate the wine spectrum, especially in hotels. Wine needs to be ingenious and create different wines to entertain guests. It is also a common method for westerners to entertain guests in the form of cocktail parties. In the hotel industry, no matter which management group, managers communicate with customers in the form of cocktail parties, which has been widely used and received excellent results. This cocktail party is like mixing cocktails. In order to achieve different purposes of communication with customers, the form, creativity, location and content can be changed, but the impression left to customers will be beautiful. The reception is actually an information exchange meeting between hotel executives and customers. What a great idea! What a good way to communicate with guests! Generally speaking, the general manager of our domestic hotel doesn't like to drink cocktails, but as long as he really wants to communicate with the guests and get first-hand information feedback from them, it is ok to hold tea parties or other forms to help the hotel management improve continuously. In communication, communication channels, communication awareness and communication skills are also very important, which run through the whole communication system: 1. Communication channels, communication awareness and communication skills are three elements of communication, and they are also necessary factors for successful communication. Smooth communication channels are the foundation of information movement, strong communication consciousness will make communication full of vitality, and rich communication skills will make communication activities colorful. 2. Communication channels play an intermediary role in communication, which provides an effective way for people at all levels to communicate and make information unimpeded. The role of communication consciousness in communication is to enable people at all levels to communicate the information they need at the first time. The role of communication skills in communication is mainly to enable the information to be communicated to communicate efficiently, that is, the information layer remains unchanged, and communication is efficient and innovative. 3. If communication is compared to the circulatory system of human body (the influence of communication and management is no less than that of circulatory system and human body), then the communication channel is blood vessel, which is the channel of information transmission (from: www.fdcew.com); Communication consciousness is the energy that dominates the heartbeat (fortunately, the human heart works automatically and intermittently), which originates from the center (management) and affects the overall situation. The communication skill is aerobic exercise. Therefore, the effective management and operation of the hotel depends on the efforts and perfection of all aspects, and for a hotel manager, how to manage and operate is very important, not only for people, but also for communication and interpersonal communication. In addition to improving the quality of employees, we should also increase our concern and understanding for them, so as to better handle the relationship between employees and superiors and let employees work better. In addition, managers should better handle the relationship with customers, improve various service systems, improve service quality, and learn valuable opinions from customers and improve them.