Communication Skills for Hospitality Management and Tourism Industry

Description

The hospitality industry is a very fast-paced environment that deals with people on a daily basis. Hospitality staff are constantly interacting with customers trying to service their needs. Customers expect to receive exceptional service when staying at a hotel, visiting a restaurant or flying on a plane. Without communication, this is not possible. Communication skills are the most important element of the hospitality industry. Understanding of performance expectations is key to the achievement of tourist satisfaction. Good oral and written communication skills are of utmost importance to hospitality practitioners at different position levels. Along with this a high level of empathy, patience and professionalism is often required for one to be good at one’s job. It is for this reason that hospitality programs often encourage critical thinking and problem solving on one’s feet.

The two basic aspects of communication involve the content and manner. The content involves having proper knowledge or complete information whereas the manner implies the way something should be communicated in the proper context. Both these aspects when applied correctly in their entirety comprise of proper communication.

This book is a practical hand book for students of food craft institutes and university colleges as well as aspirants working in hotels, restaurants, bars and food and beverage establishments who are undergoing training to join the hospitality industry. It. The text contains exercises, objective type problems, dialogues, role-plays and group exercises and number of practical tasks and assignments.