Communication is essential in any job, but working in the hotel industry, it depended on every second of every day. Miscommunication can lead to the unexpected and at times become disastrous. When I first started at the Hotel Northampton, I noticed quite a few miscommunication issues. For example, after checking in late night, the guest in room 219 requested a late check out time and was given a late checkout time of 1300 as requested. The next morning, housekeeping was knocking on the door at 10am, then again about 15 minutes later, which was followed by two phone calls from the front desk before noon. Needless to the guests were not happy. Their request was not fulfilled and understandably, the guests were disappointed. According to Barrows & Powers (2008), “Communication is vital to the customer because it imparts a feeling of satisfaction as he pays for the product and the service being offered.”...
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...ing them. I also put together a bulletin board and allowed the staff to put pictures of their families and decorate for the holidays. This was kept in the housekeeping office and served as a great conversation starter for staff and visitors. In time, I learned that the more I knew about the staff and the better our relationship became.
Being flexible with the needs of the staff also helped with everyone working together. For example, the housekeeper who volunteered to work on her scheduled weekend off so an employee could tend to their sick child, or the weekend we were short staffed and the housekeepers, maintenance and laundry personnel all pulled together to make sure guest rooms were ready prior to guest arrival. To even the one or two housekeepers who worked a few extra hours in the evening to babysit a child while the guests enjoyed a quiet evening dinner.
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