The hotel receptionist
A favourable and welcoming expression can be readily created by observing several elementary nonverbal aspects of behaviour. As stated previously, nonverbal communication includes overall body language of the person who is speaking, which will include the body posture, the hand gestures and the overall body movements. Facial expressions can also play a major role in communication. Expressions on a person’s face say a lot about his/her mood. Also, gestures like a handshake, smile or a hug can convey emotions that need not be accompanied by words. Nonverbal communication can also be in the form of pictorial representations, signboards, or even photographs, sketches and paintings.
4.2 Justify the following statement: ‘Good verbal communication is essential in most jobs but rarely does it play such an important part as in the reception office’
Good verbal communication is essential in most jobs but rarely does it play such an important part as in the reception office. Most hotels place a good deal of importance upon the way in which their hotel receptionists speak. Because of the nature of the work it is important to use a clear and well- modulated tone, pronouncing words clearly and never dropping the first or last letters of words.
Most hotels deal with national or international clientele, and so accurate pronunciation is essential. Many overseas visitors may understand only a little English, and so strong regional accents can pose a problem.
While it is without doubt essential to speak clearly and without ambiguity to ensure effectiveness, many people in fact omit the most important aspect of communication – the art of listening. If the reception staff is unable to listen properly the wrong information could be communicated – oſten with disastrous results. Te reception office of a hotel could be compared to a clearing house in banking. Te information arrives, is sorted, and then redirected to the appropriate place. Oſten reception is dependent upon other departments to send them information, but once received it is the responsibility of reception to ensure that all other sections are made aware of any changes or new developments.
If you cannot rely upon your memory, take notes, or identify and highlight the important points. If you are unsure about something check or question the information that you have received. Above all, listen and act upon what you have heard. Tere are some people who ask questions and then do not listen to the answer. Tis is not only pointless but very rude. Be interested, listen to the communication that is directed to you.
Te receptionist is expected to be able to deal with many different types of people, some of whom will require special treatment. Tose who are deaf or hard of hearing will understand perfectly providing communication is properly carried out. Tere is no need to shout, but clear speech, slightly louder than usual, should prove effective. It is important to face the client and ensure that dictation is clear.
It is particularly important in reception to develop the skill of communication at all levels. Te reception staff is the buffer between management, guest and other staff, and communication skills will be required when dealing with all groups of people.
FutureManagers
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