Communication Between Staff And Management

S.O.P and Communication Within Resort Managment a Complete Guide

Communication Between Staff And Management

View more presentations from djrobbieg13.

Most Important thing to do as a manager...Don't Stress

Importance of Communication Skills

Not So Good Customer Service

picture from cartoonstock.com
Nobleman, Marc Tyler

This is a perfect example of how you do not want to come across to your customers. You are the manager and you should show interest in their needs and wants. Never lie to a customer and say you have something you don't because then that customers opinion, in this case bad opinion, of your resort will end up hurting you. People will tell other people about their bad experience at YOUR resort. This is publicity you dont want. Negative publicity will kill your company, and one bad experience can change someones entire view on your establishment.

Hotel Creations

Check out this SlideShare Presentation:

Hotel Creations

View more presentations from Shaun Dietrich.

The Cost of Poor Communication

Companies are dedicated to earning money. Every company has their particular way of making money whether it is a restaurant selling food or a car dealership selling cars. Every company also has its costs in order to sell their particular item or service. Some costs include rent, and salary and wages. Most people do not realize if it is not used in the proper way communication can become a cost or an expense to a business.

Poor communication affects communication in many ways and the most significant consequence of miscommunication is the cost it can lead to. In a resort setting communication plays a significant role. For example, if a resort is planning an event and the client wishes to have pink flowers for decorations and the planner fails to communicate or miscommunicates this information with the florist, the resort will inquire a large cost for the flowers.

With the economy the way it is today there is no room for unnecessary costs. With an improvement of communication costs of operation will be reduced leading to a greater profit. If everybody did their part to improving communication especially in the workplace costs decline, increasing the ability for the economy to increase.

Managing Relationships With Local Enterprises

Having a good relationship with local businesses can help to maintain the sucess of your resort. For example, if you are a resort in the Orlando, Florida area you would have an intrest in having a good solid relationship with businesses such as Disney and Universal Studios. The relationship that you have with these businesses will in turn create business for you as well as business for them. To create a good relationship, communication through verbal and written forms are very important.

Being able to have good proffesional communication with these local entites, is where you can look to build a strong relationship. Having this relationship starts with you as the resort manager looking into how you can benefit there organiztion and how they can benefit you. In the business world, it is a two way street, if you help them they inturn will help you. With these relationships, the concierge department of your resort will prospur, as they will be able to better accomodate guests at these local business.

Proffesionalism is a must when working with these businesses. As much, as you are looking to create a good "friendly" business relationship, you must look to the best intrest of the business financially. There are many positive aspects to having good relationships, with local businesses. From being able to expand your concierge department to better accomodate your guests, to the local businesses recommending your resort to there patrons. This relationship can be very vital to your resort being successful. Remeber proffesionalism and respect when working with these organizations, weather it be verbal or writen communication.

Relationships Other Businesses for Success

Every business knows that in order to succeed in the world you have to,

• Keep costs to a minimum


• Increase revenue


• Keep a high reputation


• Retain an edge over the competition

Among these known essentials the true ability for these to be your goals you need a foundation. This foundation is derived from your relationships in which should grow to be a large as your business and beyond. Having more relationships than needed to survive is what allows the business to expand and become more profitable.

There are some attributes that need to be met on both parts of the relationship and both should portray the following,

• The relationship should be sustainable over a long-term period


• The relationship should be mutually beneficial to all parties involved


• Being commited to the success of the other


• Be able to contain quick and cost-effective dispute resolution mechanisms

Questions on how Trustworthy the other business along with your own in a relationship is just as important as making sure that you know the ability to keep one.

Questions could include:

• Does this business regard their business partners as trustworthy, ethical, loyal and dependable?


• Does my business do so?


• Are they coming through with their promises to other business relationships (do they keep their word)?


• What is there reputiation and how will it help benefit mine?


• Is the business fiscally sound in which they will be able to sustain the long-term relationship with my business and the community and there commitments to both?


• Does the business give back to those (the community) in which provide it with sucess?

RESPECT

People always speak about the proper ways to run a prestigious resort. We talk about the instances of certain circumstances coming up and handling that in a distinguished way. The issue that I have not spoken about and is probably the most important aspect of the resort is Respect. This is something that sometimes goes unspoken about and sometimes gets brushed away. Being in a prestigious position as a resort manager, one must always show respect to the guests and employees. This is a simple rule in management. If you respect the employees that work for you then the employees will feel needed and therefore respect the guests staying at the resort. Sometimes one must give respect to a lower status employee to gain respect from that person. The mind set that everyone is on the same level keeps a person from getting a power trip.We all know what it is like to work for someone that doesn't ever listen to your ideas and makes you feel that you are way below that person. The position of power cannot go to your head and make you get a power trip. Again I saw that this is all common sense stuff but it goes UN looked at more than people would guess. A person of authority must always have an open door policy. When I say this, I mean that the management must always be willing to hear new ideas from guests, employees and any other person that is involved in the resort. I sometimes let my head get kind of big when the pressure is on, this is when i have to sit back and have a reality check. The stress of your duties cannot be obvious for anyone else that is at the resort. It is very important to set one goal at a time so the stress level doesn't get out of hand. Stress and respect go hand in hand. No matter what the stress level is, a manager must resume respect to all employees and guests. I have learned some ways and basics about how to respect co workers and guests. It is my own little personal cheat sheet that i use when i get stressed out and find myself being hard to work with....

1. Have clear and defendable priorities. By being able to set your priorities, you are much more likely to achieve the most important items first. Also, being able to defend working on a priority, instead of working on a distraction, will allow you to accomplish more, in less time, and with less stress.
2. Have definite and defined short term, medium term, and long term goals. By being able to set specific deadlines for your goals, you can more easily decide the order in which your work needs to be done.
3. Have time in your schedule to handle stress. A good time management system will have gaps between appointments, and time allotted to pondering and thinking.
4. Have a tracking system for items you have delegated. Delegating work allows it to be done in parallel with what you are working on. So your efforts are doubled or tripled. You become more valuable by being able to get more accomplished.
5. Have time to rejuvenate. All your good intentions and skill aren't worth beans if you don't have the energy to accomplish them, Your time management system should have time built in to focus on yourself.

These are some very basic principles that a manager needs to assume when working with a high level of stress and wants to gain respect from employees. Hope everyone has a great week.

How Communication affects Business

Communication is a key factor is being successful in the business world. Resort managers must focus on communication in order to satisfy the needs of their customers. Customers communicate their needs within the resort and it is the responsibility of the employee to properly communicate those needs in order form them to be fulfilled.

In the event planning industry communication is what pulls an event together. If the client does not properly communication their needs and wishes it becomes difficult for the planner to accomplish their job. However, the event planner also must accurately relay the wishes of the client with each department. For example, if the client wants pink flowers the coordinator must inform the florist.

Poor communication results in negative consequences in business. Not only is it important for business professionals to have the ability to communicate but also the clients. Some negative consequences of a lack of communication include:
· The opposite party will be unsure of your needs of wishes
· Time will be lost in trying to correct the mistakes of miscommunication
· Messages may be misinterpreted

With all of this said it is important to be able to properly communicate in order to successfully communicate within business and everyday life.

Just Saying Thank You can go a Long Way

There is one word that should be utilized very frequently in the resort management industry and that is "Thank You".  Thank you, can go a long way in creating a long lasting relationship between your guest and your establishment. The little things your guest remember will leaving lasting impressions, and this will in turn help with having a good percentage of return clientele.

One tool that we utilize to help our return clientele percentage, we would call back the guest 2-3 days after there visit just to say thank you for them staying at your resort and that you hope to be back soon. This simple phone call that can take an employee under an hour can be very beneficial financially in the future for the success of your resort.

Having the callback leaves a good commodore between your resort and your guests, which will in turn help your word of mouth advertising. Just the little important pieces of communication, weather it be written or verbal is very important to the sucess of your resort. These pieces of communication, need to be executed properly as they are a complete reflection on the quality of your establishment. 

Manager Manners to Customer Satisfaction

You as a Resort Manager have a huge responsibility to the success of the hotel and your employees. However, as we all know your success is primarily based upon the customer and their satisfaction. There are many ways in which you the manager can contribute to the client’s happiness, and here are a few tips on how:

1. Put the Client First: Understand your customer by keeping personal records for each one. Therefore, you can exceed their expectations every time they return.

These records could include:

• Birthdays
• Room preferences
• Habits or schedule (spending, times for wake up calls, food, or proper time to clean room
• Concierge service /Recreational reservations

Understand that it is your responsibility to make sure that the customer is not forgotten. This way during their stay and when they return it will be as if they see you on a daily basis, like family.

2. Keep Promises: Be sure to be open and honest with your clients. You can promise them the world to receive their business but this is only as good as the person who makes the promise.

You know the limitations of you services and if you lie these issues are likely to result:

• Your guest will not be happy
• Distrust in not only the manager but also the hotel in general
• This can also cause the guest to patronize every detail about the hotel
• Result in the loss of their business to the hotel and possibly the loss of other potential guest in the future.

3. Open Direct Lines of Communication: Nothing is more frustrating to a customer than people wasting their time, or when they have a problem, they are unable to contact whom they need. By not giving the customer a Run-Around, you can conquer many issues:

• This will make the customer feel important (one-on-one interaction)
• The customer’s needs will be met quickly instead of a slower manner
• When the manager can have a direct connection to the customer, he can continuously improve the management of the resort.
• This will be more efficient compared to the usual transferring the guest for one representative to the next until one of two events happens. One the customer hangs up, or by the time the customer gets to who they need to speak to they are in a worse mood to deal with you and high levels of criticism are likely to occur.

I hope that these few tips will set you on the right track to start the proper foundation with your prospective guests and understanding what you as the manager can do personally to give your clients a more enjoyable and care free stay. Because these clients are key to the sucess of your hotel communication is one of the top prioities of this career and hence why we keep reiterating it.

Outsourcing

When outside services are needed

There are times when members and guests will ask the resort for an accommodation that we don't have and will need to provide for the wish of our client. Instances like this can be for weddings, conferences and ceremonies. At this time we will need to call a company to help cater for food, flowers, decorations and whatever the guest may desire. As a manager, it is my duty and responsibility to collaborate a team together to set forth goals for the clients. This may be difficult because instead of only working within the resort, we must work with multiple companies to attain goals with keeping a margin of profit. When working with a large group or groups there are things to keep in mind...


1. Know the people on your team and establish a good working rapport with them.


2. Put interests of your guests and team ahead of your own.


3. Think collectively, as a group, but respect the views of members with expertise to the subject


4. Participate in group meetings and help keep the goal as the topic.


5. Meet your established deadlines.






These are just a few basic principals when working and communicating with groups. There are many more that managers use to work with groups. When working with outside groups, who you don't know too well it is important to let the group know that you are in charge but willing to listen to ideas. MUST ALWAYS BE OPEN TO IDEAS. This is a must otherwise people in the group will challenge your authority.

I will conclude with saying that effective communication amongst groups is a major part of the job. It can make or break a resort. Effective leadership mixed with responsibility is what thrives leaders and managers. This job is full of communicating within the resort and outside the resort.