Great Hotels Rely On Great Communications!
By Mark Ricketts President & Chief Operating Officer, McNeill Hotel Company | March 31, 2019
Can you hear me? More importantly, do you understand me? Also, am I truly listening to what you have to say?
Each of us in hospitality must be skilled at all forms of communications, the formal and the informal; directly speaking with someone (Remember that?), as well as the myriad forms of modern electronic communications, from texting and emails and postings on web sites to multimedia presentations.
Many electronic forms of communication, in particular, are deceptively simple. They have their own rules for being effective and are prone to misunderstandings, perhaps, more so than when we speak directly with each other.
Witness the incivility and mixed messages we often find on Internet social media and forums of all types. Did the sender really control their intended message? Are they saying what they meant to? Would we say the same thing if we talking with the audience in the real world in the flesh?
We all know of the countless examples of tweets gone sour. And who hasn't been guilty at some time in their life of speaking without thinking. Moreover, how we communicate with the media; our community and brand partners, vendors and service people; our guests and with those inside of our organization goes a long ways towards achieving everyday effectiveness and fulfilling our core mission and philosophy.
This article will examine important principles of and approaches to communications, as we discuss how hospitality organizations at all levels can be great communicators. For, to excel in hospitality also means excelling in communications.
Cutting Through the Clutter
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