The hospitality industry focuses on customers/guests and depends on good communication to keep them happy. Language differences and cultural misunderstandings are often said to be the most common communication barriers between staff and guests, potentially leading to misinterpretations, service discrepancies, and at worst, accidentally insulting behaviors.
However, communication barriers also occur among personnel creating rippling effects leading to misunderstandings, mistakes, and unhappy customers.
Let’s consider some instances:
Delayed Communication
Manager: We need extra staff in the restaurant for the dinner ‘rush’ tonight.
Staff Member: I’ll inform the team right away.
Result: The message is delayed, and the restaurant is understaffed during the dinner ‘rush’, leading to poor service.
Miscommunication
Front Desk: Can you please prepare room 305 for a VIP guest arriving at 3 PM?
Housekeeping: Alright, room 305 for a VIP guest arriving at 3 PM.
Result: Housekeeping prepares room 305, but the VIP guest arrives at 2 PM and the room isn’t ready, causing inconvenience.
Note: Delayed communication is one thing, but miscommunication can be just as disastrous!
Misinterpretation
Manager: We need to prioritize cleaning the conference room today.
Housekeeping Staff: Understood, we’ll clean the conference rooms first.
Result: The housekeeping staff cleans the conference rooms but neglects the guest rooms, leading to complaints from guests about unclean rooms.
Incomplete Information
Front Desk: Please send someone to fix the air conditioning in room 210.
Maintenance: Sure.
Result: Maintenance arrives without knowing the specific issue, leading to multiple trips and wasted time.
Technological Issues
Staff Member 1: I sent you the updated guest list via email.
Staff Member 2: I didn’t receive it. Can you resend?
Result: Important information is missed, causing confusion and potential errors in guest services.
These are just a few examples highlighting how communication barriers can lead to misunderstandings, mistakes, and ultimately, unhappy customers. Addressing these barriers is crucial for maintaining smooth operations and ensuring customer satisfaction.
What are your views on the suggestions made below to minimize communication barriers among hotel personnel?
Minimizing Delayed Communication
Use real-time communication tools: Implement tools like instant messaging apps or walkie-talkies for urgent communication.
Set clear deadlines: Ensure that all tasks and communications have clear deadlines to avoid delays.
Regular check-ins: Schedule regular meetings or check-ins to ensure everyone is on the same page and aware of any updates.
Minimizing Miscommunication
Clarify instructions: Always provide clear and detailed instructions. Encourage staff to ask questions if they are unsure.
Use written communication: For important messages, use written communication to ensure there is a record and everyone has the same information.
Active listening: Train staff to practice active listening, which involves paying full attention to the speaker and confirming understanding before acting.
Minimizing Misinterpretation
Simplify language: Use simple and straightforward language to avoid confusion. Avoid jargon or technical terms that may not be understood by everyone.
Visual aids: Use visual aids like diagrams, charts, and signs to convey information clearly.
Feedback loop: Encourage a feedback loop where staff can confirm their understanding of instructions and provide feedback on any issues.
Minimizing Incomplete Information
Detailed instructions: Always provide clear, detailed instructions. Ensure that all necessary information is included to avoid any confusion.
Checklists: Use checklists to ensure that all steps and details are covered. This helps in verifying that no information is missed.
Confirm understanding: Encourage staff to repeat back instructions to confirm their understanding. This helps in identifying any gaps in the information provided.
Written Communication: For important messages, use written communication to ensure there is a record and everyone has the same information.
Regular Updates: Provide regular updates and follow-ups to ensure that everyone is aware of any changes or additional information.
Minimizing Technological Issues
Reliable tools: Use reliable and user-friendly communication tools. Ensure that all staff are trained on how to use these tools effectively.
Regular Maintenance: Perform regular maintenance and updates on all communication devices and software to prevent technical issues.
Backup systems: Have backup systems in place in case of technological failures. This ensures that communication can continue without interruption.
Technical support: Provide access to technical support for staff to resolve any issues quickly. This can include having an IT team on standby or providing a helpdesk service.
Training: Conduct regular training sessions on how to use communication tools and troubleshoot common issues. This helps staff feel more confident and capable in handling technological problems.
Implementing these strategies should help ensure that communication is clear, complete, and uninterrupted, leading to more efficient operations and better service.
