Effective Communication Reduces Stress

By Werner Absenger Chef de Cuisine, Cygnus 27 at Amway Grand Plaza | March 02, 2014

Leaders in the hospitality industry need to communicate effectively with people from all walks of life. A conscious awareness of the way leaders choose language and how they deliver the words brings about certain affects and effects in people. The way leaders deliver messages is one of the key tactics in reducing stress within the workplace.

Stress may improve or impair memory (1). The improvement or impairment is due to excessive workloads, isolation, lack of communication, and feeling undervalued in professional kitchens (2).

Stress and Memory: A Double Edged Sword

Lets start with a short quiz: A chef's culinary staff knows that if he/she starts spewing off profanities imbibed with the occasional degradation of an employees culinary skills and abilities, then he/she needs it done much faster than now. This is also much clearer than saying, "John, I know we are under pressure here, so could you please stop what you are doing and plate the steak first?" (Request 2)

Pertaining long-term results, in the above scenario:

A: Request 1 achieves better long-term results?
B: Request 2 achieves better long-term results?
C: None of the above, the scenario could have been avoided all along?

Choose a Social Network!

The social network you are looking for is not available.

Close
Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.