The document discusses the importance of communication and listening skills in the hospitality industry. It provides tips for effective customer communication including identifying yourself, being prompt, speaking clearly, and following up on commitments. It also discusses the different types of professional communication, challenges in communication, and ways to improve listening skills such as not making assumptions and giving appropriate feedback.

1. ALEENA AMEERA SELEH CB130063
AMIRAH NURHANIS HAZMIR CB130064
RASYEEDA ROHIZAM CB130103
ZAIMAHANIM SAPKI CB130055
* COMMUNICATION &
LISTENING SKILL

2.  consists of different service
• Hotels
• Restaurants
• travel and tourism industry
• event management
 become a part of the
hospitality industry
• fluent communicator
• know English
• talk with the customers
• interact easily

3. *WHY DO YOU NEED
COMMUNICATE WELL??
 Plays a very important role in the hospitality industry
 Communication is an integral part of service
 To avoid misunderstanding between department
 Easier to communicate about any guest problem or
complaint
 Communication and speaking is a key to running a
successful business or event
 Create a good impression in the mind of the customer
 Avoid to disappoint the customer
 Help to make repeat costumer

4. *A Guide To Effective
Costumer
Communication

5.  answering their queries
 Good customer service
 dealt with guest
professionally and
competently
 make the right impression
and give your customers
what they are looking for
 They are still at lunch (they're taking a
long break)
 They are not in yet (they're late)
 They have left already (they've slipped
off early)
 She's at the dentist (this is too personal)
 They are tied up (they are too busy to
talk to you)
 It is far easier and much more
professional to say: She's not available at
the moment - may I get her to call you
back

6. TOP SIX TELEPHONE FRUSTRATIONS!
• Being cut off or put through to the wrong
person
• Being left hanging on with no explanation
• Not knowing who you are talking to and if
they can help
• Being asked lots of questions
• Not being given the chance to explain
yourself
• Being called at an inconvenient time

7. • Identify yourself and
listen without
interrupting
• Respond as necessary
• Stop talking if
interrupted
• Give prompt service
with the minimum of
delay
• Don't keep the caller
hanging on the line
without going back to
them
• Speak clearly and with a smile (yes,
you can "hear" a smile!)
• Be aware of how important your voice
is in conveying a friendly personality
• Be enthusiastic and show an interest
• Be sincere in your attempts to help
• Never lose your cool
• If you promise to take certain action
do it as agreed
• Deal with any problems diplomatically

8. Learn to listen
• Don’t interrupt unnecessarily
• Don’t switch off half way
through
• Don’t hurry people
• Try putting yourself in the
caller's place
INFORMATION
• Be clear and accurate
• Make sure that any information you give
is correct
• Talk with confidence
• Get the facts and record the information
• Confirm your caller understands the
information you have supplied
• Answer questions if you can or offer to
find out the information

9. MESSAGE TAKING
• Who the call is for
• The date and time of the call
• Name of caller and company
• Their telephone/fax number
• Reason for the call / is the call urgent?
• A convenient time to return the call
• Your name
• Details of anything you have agreed with
the caller
• Try and establish some rapport with the caller
• Use their name and recognize their importance
• Let the person explain and listen carefully
• Get all the facts and take notes
• Direct the conversation away from emotion
• Avoid defensive reactions
• Try and develop a solution giving a time frame
and your actions
• Make a commitment to follow up
• Get agreement to your solution
• Thank the person for calling

10. • clearly reflected in both
your voice
• the way you behave with
others
• get a positive response
from others

11. *10 step to
improve
communication

12. • find people who are can working and
willing to learn, and train them yourself
• some employers prefer to train their own
staff, rather than re-train experienced
staff to meet their standards
• the key to providing professional service
• They are paying good
money and deserve
the best service
• To give friendly and
professional service

13. as management, need to
provide your staff with the
best tools
to offer the guests the
service
expecting free internet
service, as advertised on
the hotel's website
two-way communication
between all levels of staff in
any hospitality
To make sure operation run
smooth and cost-effective
Take an action as soon as
possible in any running out of
certain item

14. • Use digital equipment to
make communication easier
in every department
• It can be a system to keep
all the information about
inventory, hotel room
reservation, online booking
and etc.
Well inform staff
• know the menu inside out and can answer
any query from the guest
• Do not let your guest wait for your
information
• Reception staff should be well informed
about the region and be able to give
advice and get information on the local
attractions, transport, entertainment etc

15. Communicating with foreign
tourists
• To be fluent in all the foreign
language
• should be aware of different
cultures and respect them
• Avoid to ignore their culture- hari
raya celebration, break fast during
ramadan.etc.
• Service has to be quick
• an important part of good
communications is quick
response.
• Whether it's answering emails
about reservation or other
inquiries, providing service at
the reception desk, or getting
that meal on the table without
delay
• the good reputation of your
business.

16. • Your staff is your hospitality
communication line to your
customers
• Listen to what they have to say
• To show that you accept the opinion
• will make them feel good in their
work environment and proud of
their job
• Will effect to the costumer service
• It will give positive experience to
the guest
• Listen to your guest
complaint
• Make easy communication
with guest about any
suggestion by providing
service evaluation card
• Show that you value their
feedback

17. Types of Professional
Communication

18. Verbal
communication
Every message
have to be
clear
Communication
should be clear
and concise
Tone, volume,
pronunciation
and pitch
should be clear
Use humors
appropriately
Smile to ensure
communication
is pleasant
Provide
feedback from
the
communication
Use silence
when
applicable

20. • Formal presentation
• Must be prepared
• Preparing the speech to fit
the audience
• Different communication
between student and the
group of senior citizens
• Do not read from the
script
• Very fast communication
• Social networking, emailing,
blogging, texting, internet
conference, teleconference
• Electronic mail is quick and
efficient

21. *CHALLENGE IN
EFFECTIVE
COMMUNICATION
*Practical Solution
*Communicating effectively with
customers including dealing with
complaints.
*Communicating effectively with
colleagues and supervisors.
*Accurate documentation
(particularly emergency
procedures, menus and the
hotels induction book).
• Written communication
• Understand how to use
language
• Use grammar and
punctuation to explain
• Letter, memos, reports,
articles, marketing flyers,
poster, magazine
• Require different
technical and literary
skills

22. PITCH
• The pitch should be mid-range
QUALITY
• Should not be nasal, harsh or out of breathe.
RATE
You should ensure that you are speaking at a medium
rate.
PAUSE
Use pausing when appropriate ends to emphasis a point
within your communication.
AVOID
Try to avoid using such words as ‘um’, ‘you know’, ‘like’ or
words that illustrate you are ensured

23. *
Different between Listening and Hearing
Listening - Involves the active efforts from our
thoughts and full attention on
what we hear through our ears.
Hearing :
•Heard a physics means there is a sound
heard by the ear, but not refined by
our thought
•Hearing that is how we are going to listen
something when others is talking

24. *TYPES OF LISTENING
SKILLS
Types Of
Listening
Skills
Informational
Listening
Critical
Listening
Reflective
Listening
Casual
Listening

25. • Focuses on the ability of an individual to understand a speaker’s
message.
INFORMATIONAL LISTENING
• by seeking to understand a speaker's idea, then offering the idea
back to the speaker, to confirm the idea has been understood
correctly
REFLECTIVE LISTENING
• Listening in order to maximize our accurate understanding of
what another person is saying by doing analyze, evaluation and
judgement.
CRITICAL LISTENING
• Listening without obviously showing attention
Casual listening

26. The Need Of
Listening Skills In
Meeting
Meeting
Complaint
Conflict

27. *
MEETING
• Efficient hearing requires the consolidation of the idea that logic
and effective
• To get the consensus before making any decision
CONFLICT
• use rarely convey the issues and needs at the heart of the problem
• connect more deeply to our own needs and emotions and to those
of other people
COMPLAINT
• Develop active listening and conversational controlling skills
• the communication style and then lead the customer into a
solution rather than problem orientated conversation

28. Barriers to
Effective
Listening Skills
Language
Barriers
Physical
Barriers
Psychological
Barriers
Physiological
Barriers
Systematic
Barriers
Attitudinal
Barriers

29. LANGUAGE BARRIERS
The terminology used in a message may act as a barrier if it is not fully understood by the
receiver
PHYSICAL BARRIERS
Barrier to communication is geographic distance between the sender and receiver
PSYCHOLOGICAL BARRIERS
Receiver will influence how the message is received
PHYSIOLOGICAL BARRIERS
Result from the receiver’s physical state
SYSTEMATIC BARRIERS
Exist in organisations where there are inefficient or inappropriate information systems and
communication channels
ATTITUDINAL BARRIERS
Behaviours or perceptions that prevent people from communicating effectively

30.  Always listen attentively while looking at
the face and shown strong interest toward
the conversations
Hear the information and try to understand
it so the messages communicated will be
achieved
 Consider the content rather than the style
on how she or he delivered the information.

31. *How To Improve Listening
Skills
*Don't be too quick to make assumptions
*Avoid prejudice
*Set aside any interference
*Repeat relevant information to test your understanding
*Remember! Mind is faster than words
*Give high attention on listening than fuming
*Give appropriate feedback