management

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Form of communication use in hospitality industry

Nowadays, communication is become more important as it is used not only in business purpose, but also used widely in our daily life such as usual conversation or studies. While in hospitality and tourism industry, communication not only is use between customer and staff, but also use within the staffs in the organization. Besides that, communication also can be used to train staff in the hotel. If the communication did not go well in both conditions that are stated above, problems will occur and will also cause inconvenience to the hotel. This might bring up the problem of customer complain or mistake occurring when the operation of the hotel is going on. The definition of communication can be defined as transmitting information or exchanging message between two or more person. The communication process can be done by using the method of performing word, tone of voice or body language from one to another person. If without communication, other people might don't know what the person want or what the person want to say. So, it is important that a good communication process is carrying out when there is communication going on.

1.2 The communication process

Sender

ReceiverIn a successful communication, it is very important that the sender send a clear message to the person he want to tell to. This will make the receiver get the message accurately and understanding it on the spot. Below is the figure of the process of communication that has been carrying out.

Figure A successful communication process

In figure 1, it shows that the flow of a successful communication process. The communication process has involved two parties which are the sender and also the receiver, the message that is used, and also the type of how to transfer the messages. Besides that, the message that is send by the sender first are usually influenced by the sender’s personality which is the background of the sender, the sender education, and also attitude toward the receiver and so on.

1. Think meaning of message

In the first element of the communication, it is focus on the sender part which the sender has something to tell other people about the idea or information that came out from his mind. The inspiration of the message that the sender want to tell might come from daily life, education, memories or task that had been given. Not only that, the sender also need to express the message clearly, directly and make it as simple as possible in order to let the receiver clear about the message. After that, the sender will choose the person whom he wants to tell to.

2. Express meaning in word, symbol

In the second element, it is about the sender will express the message that they want to tell to the receiver through word, symbol, tone of voice, or body language. Besides that, there is few form of communication that the sender can use which is through verbal, nonverbal, written, representative visual and representative aural.

3. Transmits message (tell or write/send)

In the third element, it is also the sender part that he will transmit the message to the people that he wanted to tell to. This can be done by transmit the message through telling the receiver the message, write the message out to the receiver, or send the message through e-mail to the receiver. While for the most important is, the message sent by the sender must be clear and easy to be understand by others.

4. Receive message (hear or read)

In this element, this is the receiver part to receive the message that sent by the sender. The receiver will receive the message by hearing when the sender is telling the message. Besides that, the receiver also can receive the message by reading after the sender wrote down the message.

5. Translate word, symbols

In the fifth element, it is still the receiver part that he or she will translate the word or the symbol that is sent by the sender into the way that the receiver understands. If the receiver doesn’t understand what the sender is telling, it means that the communication process is not successful. So, when the sender is sending the message, he or she must make sure that the message that is sent is clear and direct on the spot.

6. Understanding and accept meaning

In the last element, the task of the receiver is to understand and accept the meaning that the sender had sent to him or her. After the receiver had understood the message sent by the sender, the communication process will proceed to the first element again. If the communications fail, the process has to start over again. So, it is important that the sender send a message that is clear and easy to be understood by the receiver.

1.3 Form of communication use in hospitality industry

For nowadays, communication can be divided into many forms that we usually will use in daily life such as verbal communication, nonverbal communication, written communication, representative visual and representative aural. While for hospitality industry, it also includes all of this form of communication when facing either with customer or the staff in the organization.

First of all in hospitality industry, verbal form is the most common form of communication that is use when facing with guest and staff in the hotel. The definition of verbal communication means when the sender talk to the receiver, the sender will directly speak to the receiver by face to face or by through telephone. For example, the front office staff will communicate with the customer by face to face when the customer check in to the hotel. Besides that, verbal communication also occur when the customer call up to the front office staff to make a reservation in the hotel.

While for nonverbal form of communication, it is also widely used in hospitality industry. The meaning of nonverbal communication means the message is send through two groups which is directly and indirectly. Directly nonverbal communication means the message is send through sign or similar gesturing while indirectly nonverbal communication means that the message is send through expression, physical attitude and so on. For example, the sign board that is used to warn the customer about the wet floor is an example of directly nonverbal communication. When the staff of the hotel saws a customer passing by and smiles to the customer, it is also a type of communication which is indirectly nonverbal communication as the action of smiling to the guest is the meaning of welcome.

While for written form of communication, it also can be founded in hospitality industry. Written form of communication means that the messages are send through letters, notes, instruction, and book, manual and so on. For example, when a customer leaves a note on the room table for the staff in the hotel, this shows that a written communication has happen.

Apart from that, the usage of representative visual also can be found in the hospitality industry. Representative visual means that the message is send through by painting, poster, or advertising display. For example, many hotels will advertise their hotel through newspaper as many people are reading it. This not only can communicate with other people, but also can reach the promotional purpose. It will also attract more people to come into the hotel.

At last, hospitality industry also using representative aural as one of their communication process, the definition of representative aural can be say as the message is shown by musical form, promotional jingle and so on. For example, some hotel will use radio as one of their communication method. Some of the hotel will advertise their hotel when there is some event going on.

1.4 Conclusion

In conclusion, communication has plays an important role in many business industry. Not only in daily life, but also in hospitality industries where it is the skill that used the most and there are many communications happen from time to time such as talking with the customer, greet to the customer. A good communication process have to be carried out successfully in order to make sure that the message is convey to the correct purpose and correct way. If not, mistake or problem might occur when things are going on. Not only that, misunderstanding also will occur and will cause arguing problem to happen. Conflict will also occur if the communication process did not success. So, it is necessary that make sure the communication is going on smoothly. Besides that, when sending a message, the message must be very clear and simple in order to make sure the message successfully send to the receiver.

2.0 Question 2

2. Motivation is the key to keeping performing continuously at the highest standards. How organization motivate their employees to excel at their jobs.

Answer:

2.1 Introduction

In nowadays, many business company not only having a strong competition between company, and also need complete many work task in order to run their company. Due to that reason, the staff in that organization may facing with stress and might not have desire to finish their work. So, in order to let the staff in the organization have the motive to do their work, the company needs to provide the employee with some material or resources, and that is call motivation. Motivation can be define as to give reason, incentive, enthusiasm, or interest that causes a specific action or certain behavior. In the other hand, motivation can be say as encouraging a person by giving something to let him or her to be motivated. Mostly, motivation are related to the staff individual needs, and it is encouraged that the managerial level help to motivate their employee in order to let their staff to have desire to help the organization achieving the goals. Besides that, there are a number of motivation theories that are well known such as Maslow’s hierarchy of need theory, Herzberg’s two-factor theory, McClelland’s manifest needs theory, and so on. All of these different theories are apply to different level such as individual, group or organization. For example, Maslow’s hierarchy of need theory is applied to individual level. Apart from that, there are few ways that the company can use to motivate their staff to have desire to work.

2.2 How organization motivate their employees

In an organization, it is important that the organization motivate their employee. This is because by motivating those employees, they will have the desire to work hard and that will help to reach the organization goal. If the employee in the organization is not motivated, it might affect the performance of the employees, causing the performance of the organization also decrease. By that, there is few way that the organization can do to motivate their employees to increase their performance.

a) Appreciation from the organization

Nowadays, many business organizations doesn't know that what the employees require when the employees had finish their task, and the employees just get more and more work to do after that. This will lead to the problem of the employees lost of desire to work more for the organization. So, in order to let the employees to have desire again to work, appreciate from the organization to the employees is very important. This is because the employees will felt that they are important in the journey of finishing the goal of the organization. For example, the organization can praise the employee whom had made a great work in finishing the task by encouraging them to continue the performance. The activity of praising employees is might be the most simplest and powerful method in motivating employee to work hard. The organization also can encourage their staff that had done well to repeat their performance again when doing other task given by the organization. Besides that, the organization can tell the employee what he or she has done well.

b) Promotion or growth in the organization

In an organization, there is a large competition between employees in order to climb up to the higher level. So, it is very hard for an employee to get to a higher position, and it will lead to the employee lost of motive to compete with other staff. In order to make the employee have motive to compete with each other again, the organization can offer a position to those employee by seeing them how they perform. If the employee had made a great effort in achieving the organization goal, the organization can try to motivate the employee by promoting him or her into a higher post. From that, the employee will work harder in order to climb up to the higher post.

c) Training provided by the organization

Beside from giving appreciation and promotion to the employee, providing training to them is also a way to motivate them. The meaning of training can be said as a process that enhancing the skill or ability of a person. So, it is necessary that the organization sent their employees to do some training about some new concept that can be use in the organization. This not only helps in motivating the organization’s employees, but also can help to improve the operation in the organization. Apart from that, providing training for the employee can also help in less supervise of that employee. This is because after they are provide with training, the employee will more knowledgeable with the work task and will decrease the mistake made. Moreover, after provide training to the employees, it will help in increasing the productivity of the organization as the efficiency of the employee had increased.

d) Reward given by the organization

Apart from that, the organization is also encouraged to give reward to their employees. Giving these rewards such as bonus, voucher, vacation ticket and increment in the employee’s salary, extra holiday and so on will help to motivate those employees after they had been work hard. For example, the organization can increase their employee salary when there is a successful project that has done to motivate them to work more hard. Not only that, the organization also can hold an annual dinner for the employees to let them relax. Besides that, the organization also can give their employees some vacation ticket for them to go for a vacation with their family. By that, those employees will felt that they are worth able for working in the organization and will try their best to work hard for the organization.

e) Job enrichment

In this point, it is also encourage the organization to enrich their employee’s jobs. The meaning of job enrichment is to expand the job area of the employee, and making the job more interesting and challenging. By giving the employee enriched job, it will allow the employee to complete the task given, and also increase the employee independent. Besides that, job enrichment also will help to increase the responsibility of the employee, on the other way will also decrease the mistake made by the employee. According to the Ohio State University Extension Job Enrichment Survey Result, some of the advantage of job enrichment is it can reduce the work boredom of the employees when they are working.

2.3 Conclusion

In conclusion, motivation is a very important method when there is need to increase the employee performance. This is because when the employee are motivated, they will have desire to work more hard for the organization. Besides that, by having those employee motivated by the organization, it will increase the performance of the operation of the organization. Apart from that, motivation also will help in building self-esteem and also capability of the employees. Although motivation might a bit costly, but it is worth that the employee will feel satisfied and will put in more effort in finishing the goal of the organization. Motivation is usually related to the employee individual need, and the organization can motivate them by seeing what the employee wants. Not only that, business organization also can refer the motivation theory to motivate their employee such as Maslow’s hierarchy of needs theory, Equity theory and so on.


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