Effective communication is vital in welcoming visitors to tourist sites, hospitality facilities, and other destinations. It comes in various forms:
– Clear signage and directions
– User-friendly websites and mobile apps
– Prompt email responses
– Friendly staff interactions
– Multilingual support
– Visual aids (maps, menus)
– Audio guidance (e.g., audio tours)
By recognizing these various forms of communication, hospitality providers can ensure a seamless and welcoming experience for guests. Let’s consider the extract of a trip advisor review of a hotel below and the role communication may have contributed in the assessment made.
The property overall is a bit shabby and worn, it feels long past its prime. The rooms smelled of mildew, and the water ran brown from the taps for my first few days. The lone bright spots were the powerful air conditioning in the rooms, and the lovely breakfast staff who remembered my morning coffee order after the first day. December 2023
This hotel is communicating several messages to its guests through the guest’s experience:
Negative messages:
1. Lack of investment in maintenance: The shabby and worn condition of the property suggests neglect or insufficient funding.
2. Poor quality control: Mildew smell and brown water indicate inadequate housekeeping and maintenance standards.
3. Aging infrastructure: The hotel’s prime has passed, implying outdated facilities and services.
4. Disregard for guest comfort: Unpleasant odors and water quality issues compromise guest well-being.
Positive messages:
1. Attention to detail: Breakfast staff remembering coffee orders shows attention to individual guest preferences.
2. Some investment in amenities: Powerful air conditioning suggests efforts to provide comfort.
Implicit messages:
1. Low priorities: Guests may feel the hotel prioritizes cost-cutting over guest experience.
2. Lack of pride: Staff may not take pride in their work, contributing to the overall decline.
3. Unclear target audience: The hotel may struggle to identify its target market or cater to their needs.
If you were the guest which of the following will you ‘take away’ from your experience?
- Questionable value for money: a feeling that you’re not getting what you paid for.
- Uncertainty about future stays: you may hesitate to return or recommend the hotel.
- Other? (I invite you to share if none of the above)