Fresh Air-New Ideas™
Please share your contact info to receive our free up-to-date industry great ideas!
Lessons From the Field - Communications 101
Lessons From the FieldTM
Dr. John Hogan CHE CHA CMHS
March 28, 2011
Communications 101 - How to effectively use the telephone
The title of this short article might sound a bit fundamental, but we have all learned the value of the basics. Little things do make a difference... actually, they can be the difference in achieving success or not
In hotels and many hospitality businesses, we were taught by almost everyone that the best way to make a positive impression in phone communication was a courteous, friendly voice answering the call promptly (within three rings). With the changes in technology the past ten years, a growing number of hotels have embraced the automatic answering device. When one listens to these machines, you realize you can push one number for sales, another for accounting, another for the restaurant, another for guest information and so on. Now from my professional and personal perspective, I recognize that these might have certain efficiencies built into them and they do work - at times. I know from my experiences in communicating with the phone company, the cable company, banks and many other "service" organizations that too many of these automatic responses are unclear and that one has to repeat the request several times. I know my level of frustration when I find myself wanting to raise my voice to the machine, which of course has no value to anyone.
Hospitality is based on high touch and personal interaction. I encourage anyone reading this to consider some of the following ideas relating to telephone communications in hotels and hospitality businesses:
"It is the little things that can make a huge difference, and the phone is a central communicating center that is used by literally every guest every day. At your next meeting (and every week thereafter), include attention to the high touch, "little things" that should be the heart of your hospitality business."
KEYS TO SUCCESS is the umbrella title for my 2011 programs, hospitality services and columns. This year's writings focus on a variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles, HOSPITALITY CONVERSATIONSTM, Lessons from the FieldTM, Hotel Common SenseTM and Principles for Success
Feel free to share an idea for a column at email@example.com anytime or contact me regarding consulting, customized workshops, speaking engagements ... And remember - we all need a regular dose of common sense.
John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic professionals delivering focused and affordable counsel in solving specific challenges facing hospitality today.
www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. Individuals wishing to contribute materials may send them Kathleen@HospitalityEducators.com. Special pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES.
Consulting Expertise and Research Interest
If you need assistance in any of these areas or simply an independent review or opinion on a hospitality challenge, contact me directly for a prompt response and very personalized attention.
Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations
Dr. John Hogan, CHE CHA CMHS
United States - Phoenix, Phone: 602-799-5375
www.hoganhospitality.com/ Email: firstname.lastname@example.org
0 Comments Posted Leave a comment
Search the Site