engleski

The importance of communication skills in hospitality

Effective and quality communication is more important than ever not only because of the greater demands of tourists, but also because of the growing competition. The theoretical part of the paper defines the concept of hotel management, the hotel as a business system and the importance of communication in the hospitality industry. The research part of the paper is based on the survey method on a sample of 55 respondents whose answers were interpreted by the descriptive analysis. The aim of this paper is to evaluate which communication and other skills of hotel employees are extremely important to future guests. The results of the survey suggest that professionalism comes first for guests, followed by courteousness and accessibility. Similarly, an intelligible manner of speaking is of paramount importance, as is the speed of service, while skills such as the knowledge of English and the ability to empathize with guests are of less importance. The paper’s contribution is reflected in the development of the personality profile and communication skills of the staff employed in the hotel industry.

hospitality, communication, communication skills

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