It is not a secret that in the hospitality business success is mostly influenced by happy and satisfied guests. In order to achieve the fulfillment of all our customers’ requests the hotel staff must always be ready to satisfy and anticipate their needs so to provide the amazing experience they expect. Internal communication is one of those aspects that we often forget about and it is widely underestimated when we think about guest satisfaction. On the contrary, an effective communication among the staff members is fundamental if we want to succeed in our business. It is not rare that a guest’s request gets lost, and therefore not satisfied, because of lack of communication among the different hotel departments and sometimes even among employees working in the same office. Here, some tips to improve internal communication to make sure that every single guest has a wonderful experience.
1. Mobile messaging app
How many times do you need to rapidly communicate with the entire staff? And how often do you need to reach a specific segment of a department? This can be easily done by using a specific app (take a look at Beekeeper) that provide an adaptable, secure and effective messaging platform for communication between the hotel staff and the management. Using an Enterprise Mobile Messaging Platform helps to communicate more effectively and to keep your staff more engaged in the daily happenings of the hotel – VIP guests arrival, initiatives and action plans going on in the hotel, emergency protocols, health and safety instructions and so on. Moreover, it allows your employees to connect with other hotel departments, improving relationships at the workplace.
2. Introduce a BYOD policy
Even if the use of personal devices during working hours is still widely discussed, introducing a BYOD policy can have some fairly good advantages. First of all, every employee would be allowed to choose the technology they prefer, be that iPhone or Android-based, and therefore feel more comfortable and at ease while using it. Moreover, you will save some good money by avoiding the purchase of smartphones for every staff member who should have one. Finally they will be able to communicate among each others – even at operative levels – avoiding time wasting and unnecessary movements.
3. Encourage Transparency
You should consider your staff as a family and treat them consequently. Trusting your employees and sharing with them qualitative and quantitative goals and results achieved help to develop trust, naturally increasing their engagement. Transparency should be adopted for management decisions as well, even in case of a decision that “penalize” your employees directly or indirectly. Imagine you need to reduce your staff because of severe financial problems. Sharing with them the circumstances will make them understand the reason behind an unpleasant action, strengthening trust and improving loyalty.
4. Stand up meetings
Some managers love meetings and they are able to set up several per week, gathering half of the staff and discussing whatever topic comes to their mind. Others deeply hate meetings and avoid them, talking personally to every person is involved in the matter. It goes without saying that both extremes are bad for internal communication. In the first case, you are wasting time and energy on something which is not relevant. You are throwing money out of the window by keeping your employees sitting for hours every week discussing and sometimes just listening to things that don’t affect their work. In the second case, you are increasing the chances of misunderstandings and fragmenting the communication flow. What’s the solution then? Stand up meetings for heads of every department. The standing position helps to keep the staff focused and alert and you discuss all the main points very quickly – from 5 to 10 minutes.
Companies usually provide workshops for their staff to keep updated and to train new employees. However, it is important to offer your people regular situations to meet and confront. This helps to reinforce best practices and gives the chance to your employees to voice concerns, doubts or issues. Your staff will feel taken into consideration and in the meanwhile you improve your business correcting those aspects which are now blocking the workflow.
It’s undeniable that great internal communication can make the difference in a business based on providing outstanding service to customers. Too often staff communication is considered an expense rather than a source of profit. It is true that managers need to constantly invest money, time and effort to make internal communication more effective, engaging and inclusive, but if we consider that an efficient communication system can surely give an indirect return on investment and improve the workplace relationships, we clearly understand it’s totally worth it.