What is the top priority in most hotels? Efficient and valuable guest service. However, the quality of guest service largely depends on the way hotel departments communicate. If their communication is poor, then guests definitely won’t have a good time at the hotel and want to come back again. On the other hand, when communication across departments is flawless, guests won’t ever want to leave the hotel. Furthermore, when staff shares information and interacts frequently, it ensures smooth day-to-day hotel operations. If you are interested in finding out how to improve communication systems between different departments, then continue reading.
Workshops and training
Employees are always looking for ways to improve their skills and develop professionally, however, most managers only organize workshops and training for all employees once a year. This simply isn’t enough. Your staff needs more frequent growth opportunities. You need to hold regular staff meetings and briefings where employees can voice their concerns, offer suggestions, give and receive feedback, while management can hear employees out, collect feedback, and act on it.
Similarly, workshops, seminars, or any other type of training allow employees to better understand how complex organizations function and how their role fits right in. Training doesn’t have to be face to face. Managers can leave guides, instructions, and similar documents on the cloud or any other digital storage, so employees can access materials across all their devices at any time.
Like many other industries, hotels have been greatly hit by the COVID-19 pandemic. Although it is slowly starting to recover, hotels across the globe will have to follow preventative health and safety measures for a long time to come. Since such measures aren’t set in stone, but are prone to frequent changes, employees and the guests have to be regularly informed in a timely manner. There is no better and easier way to keep every staff member in the loop than through internal communication software. Programs can connect employees across all departments, from housekeeping and kitchen to front office and security. This way, managers keep everyone on the same page, not only regarding the COVID-19 protocols, but also regarding working hours, shifts, etc.
Relationships with guests
The pandemic has made guests anticipate their trips. Moreover, they worry whether or not they are going to be able to travel to their selected destination and stay at their favourite hotel. If the hotel staff doesn’t respond to their emails and calls and sustain their relationship, guests become nervous and stressed out long before they go on a planned trip. For this reason, employees should stay in touch with guests and provide the latest updates to make their stay as comfortable and pleasant as they can. Sending information, replying to emails, asking for any additional requests or amenities are often details that make a difference when it comes to the positive guest experience. Equally important, employees shouldn’t forget about guests as soon as they check out and leave the hotel premises. A simple thank-you email will make them feel special and add to their overall experience.
Employees as bloggers
Chances are most hotels use their website, blog, and social media as a part of a digital marketing strategy. Unfortunately, most marketers forget to include employees in the marketing process. Not only can staff be turned into brand advocates, but also bloggers. For instance, employees from different departments can write a post for the hotel’s blog. They can write about anything. How they are coping with the pandemic, what their role or position is, how the department functions, or simply share their personal and professional story. Employees’ blog posts don’t serve only to attract potential candidates or guests, but also for interdepartmental communication and engagement. They become more invested in the workplace and being able to make their voice heard makes them feel valued.
Culture of sharing
For departments to communicate effectively and transparently, managers should do so first. They should be transparent to their employees and provide them with regular information about business activities. In particular, include the hotel’s profits, the company’s mission statement, or expansion plans for the future. When managers are being open and honest, it sets the bar high on internal interdepartmental communication. Employees are more likely to voice their concerns, suggest improvements, or admit any mistakes they have made if their managers are transparent as well. This way, any communication weaknesses can easily be fixed, and all obstacles towards effective communication across departments overcome. As a result, the quality of guest service will improve greatly.
On the whole, hotel owners prioritize the quality of guest service above everything else. Interdepartmental communication has an impact in the quality of the servicem which is why managers should pay attention and improve communication across all hotel departments. With these tips and tricks, you can boost the interdepartmental communication system in no time.