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.
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Communication has been recognized as the means by which both and people and the organization survive. When human beings lack the ability to cope with life, the source of the problem is often a lack of appropriate information. Incomplete and unorganized information place a heavy strain on the ability of people to make sense out of their existence. Their performance of a job depends on having necessary information, having the skills to do a job depends on the quality of communication during the skills acquisition period.
Applying the definition of communication to this process, the role of the transmitter is to impart information, ideas, or feeling to another person. Encoding is the process by which information is organized into symbols, such as word, picture or gestures that can be conveyed to receiver. The transmitter subsequently uses a selected form of communication such as writing, speaking, faxing, gesturing, painting or advertising to impart the ancoded message too receiver. The receiver is the person or group of person to whom the message is being sent by the trasmitter. In the communication process, it is the responsibility of the receiver receive and decode the message. Decoding is the reverse of encoding. It is the process by which the symbols that the transmitter has conveyed to the receiver are interpreted and translated into meaninfullinformation. It is only after decoding that the receiver can respond to the perceived message. It is important to note that there are certain times during the communication cation process at which communication failures can readily occur. First, if the transmitter is not carefull during the encoding process, he may incorrectly encode the information, ideas, or feelings he intends to transmit. This would result in his transmitting an inaccurate message.
The thing which usually happens are such as the message received by the last person in line differs markedly from the orginal phase. The primary reason for this discrepancy is that the massage has gone through many transmulations as it has been encoded and by each person in the line.
Communication failure can also accur if a message does not reach the receive. It may reach no one or the actual receiver of the message may not be the person for whom the message was intended. However with this form of communication, there is no way to ensure this is the case. As stated earlier, how best to reach the intended receiver is an important consideration in selecting a form of communication for a particular message. Another potential source of trouble in the communication process is noise. Noise refers to any sort of distraction or interference that prevents the accurate transmitter and reception and reception of message. Three distinct types of noise have been identified such as external noise, physiological noise and psychological noise. External noise is any distraction or interference whose source is outside of the receiver. Physiological noise is interference caused by a biological factor such as loss of sight or hearing. Psychological noise refers to forces that either cause a tranmitter to improperly encode a message or receiver to incorrectly decode a message.
The frontline employees as the most important link between a company and its customer is a crucial first step in developing and implementing effective communication systems. The frontline employees have to ensure that they are fully aware of company policies and priorities insofar as they affect the job the employees are doing, they also have to know where and how to obtain information if required. The employees also have to react positively to the unexpected. They also have be confidence that management will support their reasonable action. They should know that reasonable suggestions will be acted upon. The staff also should be fully trained to carry out all of their job responsibilities.
While communication with customers can be winning business strategy in the service sector. Repeating business can only ensure his customer keep coming back. Example of the communication process are (Transmitter – Message – Receiver).
Effective communication system are crucial to the success of organization in the hospitality and tourism industry. Without feedback from the customer and employees, it is imposible to assess the needs of consumers
Motivation is the key to keeping performing continuosly at the is highest standards. How organization motivate their employees to excel at their jobs.
a vital managerial function in any organization is to motivate employees. This is because motivation is inextricably linked to employees satisfaction and ensures employees consistently excel at their jobs. Motivation is especially important in the hospitality and tourism industry, where employees satisfaction and competence are key determinants of service quality.
For a company to succeed, it is necessary for employees to be competent, for the company to be organized in efficient ways, for the firm to provide the employees with necessary materials and resource to do the job, and for employees to have a desire to do their best. Motivation plays a major role in achieving high performance in the workplace, which is an important goal of management. However, just because an employees is motivated does not guarantee she will perform satisfactorily. Form the individual’s perspective the desire to do well in one’s work is primarily linked to one’s desire to meet an internalized personal need. In other words, by engaging in certain behaviors the employee expects to meet some internal need.
From an organizational perspective, an effective firm is a productive firm when it stimulates all its employees to behave in the manner desired by the organization, directs their behavior to accomplish the goals of the organization and develops programs to maintain the desired levels of performance. Example:
(Ability + Direction + Motivation + Support = Effective Performance)
A person might be motivated to work because she needs to earn money to buy food or shelter. Process theories, in contrast, describe ‘how’ the individuals become motivated in the first time.
A number of strategies for motivating employees are also discussed. At the group level, the Hawthorne effect is explained and at the organizational level, job enrichment and design and the Scanlon plan are reviewed.
Individuals have a variety of needs they seek to satisfy. Several theories of motivation address the role needs play in stimulating behavior. Though motivational theories may stress different factors, they reveal a case regardless of whether the rewards is intrinsic.
However a person’s physical safety was suddenly threatened an angry customer threatened a hotel clerk with physical violence. This process would reoccur as event and conditions in the individual’s life changed.
A common error of manager is to attempt to motivate employees by addressing an unmet need that is a projection of the manager’s rather than the employee’s need. This is illustrated in the following examples. A manager of a travel agency had an employee’s who was not able to sell the company’s service in a proficient manner. Employees need to developed and thus motivation are acquired, as people interact with their environment. Examples: (Achievement, Power, Affiliation)
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People with a high need for achiement tend to take personal responsibility for solving problems, be a goal oriented, set moderate, realistic, attainable goals, seek challenges, excellence, and individuality and take calculated, moderated risk. Some people with high need for achiement think about ways to do a better job. People need high power for to control the situation, want to influence or control over others, enjoy competition in which they can win, be willing to confront others. People with high need for affiliation seek close relationship with others, want to be liked by others, enjoy lots of social activities. As a part of a team some people desire satisfaction from other people, whom they work rather than from the task itself. Some gives allots of praise and recognition, delegate responsibility for orienting and training new employees to them.
Motivation and individuals performance, is to improve towards work that can contribute significantly to improved performance. This implies that managers should be sensitive to individual different because what motivates one individual may not motivate another.
Motivation and the work group establishing effective and productive work groups. It has been well established that employees behavior is affected by individuals needs.
Organization need motivated employees to carry out the business of the firm and to ensure that organizational goals are achieved. Because of the crucial role motivation plays in individual and group performance, organizations must establish systems or programs to motivate their employees.
Job enrichment which refers to the vertical expansion of jobs, raise motivation by making work more interesting and challenging for employees. Worker controls the planning, execution, and evaluation of his or her job. Complete activity, increases the employee’s freedom and independence, increases responsibility, and provides feedback.
Job redesign is essentially the of doing it better by doing it differently. Experts can use time and motion to determine the way they should be done. Managers, who supervise the job, can suggest improvement based observed shortcoming in current job procedures. Knowledgeable about their jobs, can devise new and better ways to carry out their work.
Motivation refers to employees, which willing to exert high levels of effort toward organizational goal in the expectation that doing so will enable them to satisfy some individual need. Motivation is a necessary, but by itself not a sufficient, condition of effective performance. Manager should ensure that the reward system is perceived by employees as being fair.
-Human resource management in the hospitality industry. John Wiley & sons, inc
– “Hospitality industry” OR Management. publisher- D’Annunzio-Green, Norma
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