Reported speech is when an individual verbally recalls information they heard or read, either directly quoting or indirectly conveying the information. Using reported speech shows listening and reading skills and allows people to relate to others. Written communication relies on grammar, punctuation, and word choice to convey meaning instead of body language and tone of voice used in verbal communication. Developing strong written skills requires practice and attention to detail. In professional settings, great written communication includes being clear, concise, using active voice, and proper grammar and punctuation. Communication is the most important skill in hospitality and tourism, as businesses rely on service, and managers spend much of their time communicating with employees, customers, and suppliers.

1. Prof. Zelideth Aponte

2. Prof. Zelideth Aponte
Reported speech or "reported discourse" is when an individual
verbally recalls information from something they heard or read. It
can be either directly quoted or indirectly conveyed and is an
important aspect of communication. Using reported speech in
conversations or writing shows listening and reading skills and
allows an individual to relate to others.

3. Prof. Zelideth Aponte
Written communication skills are necessary to get your point
across in writing. While they share many of the same features
as verbal communication skills, there are some important
differences. Where verbal communication uses body language
and tone of voice to express meaning and tone, written
communication relies on grammar, punctuation and word choice.
Developing written communication skills requires practice and
fine attention to detail.

4. Prof. Zelideth Aponte
In professional settings, great written communication skills are made up of five key elements.
1. Clarity
Clarity helps your reader understand what you are saying or, at least, understand enough to
know what questions they need to ask for further clarification. Clarity comes from writing in
simple language and sticking to concrete, specific information:
"We are implementing a new late policy to ensure that all employees can confidently rely on
our agreed-upon schedule. See the details of the new policy below. If you have any questions,
you may direct them to the head of human resources.”
2. Conciseness
It’s important to get to your point quickly and efficiently. Include only the details that are
necessary to communicate your point:
“After reviewing the articles you’ve written for us, I’ve concluded that you are one of the most
talented writers on our team.”

5. Prof. Zelideth Aponte
3. Active voice
Active voice is typically more accessible and easier to follow for readers than
passive voice. Active voice helps a sentence flow better and allows the reader to
move through your writing at a quicker pace.
“All department heads have reviewed the proposal.”
4. Grammar and punctuation
How much you pay attention to precise grammar and punctuation will depend on
how formal the writing needs to be. However, even in informal writing, grammar and
punctuation are important for ensuring that your point is getting across.
“The initial guide identifies the scope and framework of the project, breaks it down
into milestones, and provides criteria for tracking progress and measuring
outcomes.”

6. Prof. Zelideth Aponte
Communication is the most important and the most used of all skills in
the hospitality and tourism industry. Managers spend the largest portion
of their time in verbal or written communications with their employees or
outside parties. Other staff member communicate among themselves ,
as well as their managers, frontline employees suppliers, and so on, to
give and receive the information they need to perform their jobs.
In the tourism and hospitality industry, the success or failure of our
businesses and destinations depends on service

7. Prof. Zelideth Aponte
Communication is the key to every successful client relationship. From
the very first contact it is important to build a relationship and trust.
Types of e-mail in the tourims sector:
1. Welcome email
A welcome email is for when anyone subscribes to your website for a
newsletter, rewards program or offer.
You'll introduce yourself and your company, you share what they need to
know and what they can expect from their tour, and to finish you will
thank them for their business.

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2. Booking confirmation
The confirmation email should always thank the customer for their
business. A simple "thank you" will do just fine. Then, the highlight of the
email should be the details of the trip.
3. Thank you' email
You'll want to thank your customers in their booking confirmation email,
but for an added layer of authenticity, send your thanks in a post-trip
email.
In the email, you can write up a summary of the tour they took, including
images or videos taken during their experience

9. Prof. Zelideth Aponte
4. Response to a Client/Customer Complaint
When responding to a customer complaint, it’s important to do three
specific things:
Respond specifically to the issues brought up by the customer.
Provide a specific apology that acknowledges any mistakes on your
end.
State exactly what you intend to do (or have already done) to make it
right.
Propose how you will improve the customer’s experience in the future.

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