Communication Training Opportunity for the Hotel Industry
We are currently inviting a limited number of hotel properties on Roatán to connect with us to explore options and opportunities for delivering Customized Training Programs in 2023.
Tourists from many different cultures and backgrounds are coming to Roatán, each with their own unique expectations and needs.
Hospitality workers need to be able to effectively communicate with guests from all over the world, understand their needs, and provide them with the information and assistance they are looking for.
Clear and concise communication helps to avoid misunderstandings and miscommunications that can disrupt the flow of hotel operations and negatively affect a guest’s perception of quality service.
Even with outstanding marketing and promotion, anything which negatively affects a guest’s experience can jeopardize a hotel’s reputation and have an impact on future revenue and profitability.
Communication Challenges and Opportunities
Hotel employees – from administration, management and front desk, to guest services and support staff – will either enhance or jeopardize their hotel’s reputation through their ability to effectively communicate and serve their guests at the highest level.
When guests need help, it’s not enough for them to just get through to the right person. Employees trained in what to do to navigate through a variety of situations, may not know what to say so guests feel heard, valued, and respected.
In addition, when hotel staff must communicate with guests whose native language and culture is different from their own, even with the best of intentions, guests may be left feeling frustrated and underserved.
We must assess opportunities for training employees to communicate in both English and Spanish to further elevate your hotel’s service and reputation.
Having staff who are able to communicate in Spanish will enrich the stay for the large number of tourists visiting Roatán from Central America.
For added benefit, providing employees with training in how to navigate difficult situations and deal with demanding people will nurture integrity, accountability, reliability and trust, thus assuring top-notch customer service.
Hotel Reputation Management
Statistics show that in 2022, the majority of people researched their travel accommodations online, and spent a large amount of their time reading reviews by previous guests.
You may never hear directly about your guests’ experience, but if they have anything negative to say, there’s a good possibility that they will leave an online review that could damage your hotel’s reputation.
According to trusted sources in the travel industry, in 2022:
$$$
Guests will pay 35% more
for a hotel with a 4.4 rating
over one with a 3.9 rating.
(Expedia)
First Steps to Possible Solutions
The working environment within a hotel is complex and communication needs vary.
Our Communication Network Assessment will help provide clarity by identifying where a lack of communication may be having a negative impact on your guests’ experience and where opportunities exist to improve customer service.
To explore options and take advantage of customized Communication Training Programs for your hotel employees, please complete the assessment and share your feedback with us.
We are not asking for any commitment to training at this point in time … the depth of insight you provide will help us create a blueprint of opportunities we will then share with you for your further consideration.
Overview of the Communication Network Assessment
Our Assessment helps us determine possible strategies for:
- improving the efficient use of your internal Communication System to enhance customer service,
- improving your Internal Communication Network to enhance customer service, and
- improving your Communication With Guests at all touch points reinforcing their relationship with your hotel.
Communication Systems
Key to your success is the effective use of your internal communication
system by all who can influence a guest’s perception of customer service.
Your system may provide all the functionality you need, but if employees are not using it to communicate efficiently,
opportunities to respond to guests’ requests may be missed.
Internal Communication Network
With over 20 years of experience delivering customized communication training programs on a global scale, our experience has proven that in the absence of transparency and a willingness to actively engage in training by individuals representing all levels of authority and responsibility in an organization – from leadership to front-line staff – nothing will change.
Given the amount of work and fast pace in the hospitality industry, respectful and considerate internal communication may be sacrificed in the name of expediency. This jeopardizes integrity, accountability, reliability and trust, all leading to undermining morale and sabotaging delivery of exceptional customer service.
In addition, the openness to also examine internal communication is critical to effective communication training.
Communication with Guests
A hotel’s communication needs to be streamlined before, during, and after a guest’s stay for them to be 100% satisfied with their experience.
Any miscommunication or missed communication at any touch point along the way, will have an impact on how guests see your hotel, management and staff.
Hotels must build a communication strategy that ensures a positive experience at every stage of the guest’s journey, including:
- Pre-stay communications – such as confirmations and pre-arrival messaging.
- In-stay communications – such as information shared at check-in and all assistance provided throughout the guest’s stay.
- Post-stay communications – such as requests for feedback and promotional offers.
Customized Communication Training – Next Steps
We are currently inviting a limited number of hotel properties on Roatán to connect with us to explore options and opportunities for delivering customized Communication Training Programs in 2023.
We are not asking for any commitment to training at this point in time.
This is the first stage in our process to determine the feasibility, scope and direction of our initial training initiatives in Honduras.
To discover ways in which to ensure your hotel’s excellent customer service and reputation, please complete the Assessment and share your feedback with us.
The depth of insight you provide will help us create a blueprint of opportunities which we will then share with you for your further consideration.