Mobile phones, email and social media platforms all provide us an easy way to communicate with co-workers and other people. While technology is associated with communication efficiency, the question is “Are we able to communicate effectively?” (read on or watch the video)
Especially for Hotels Managers and Leaders, there are certain instances when face-to-face conversations with employees is still surely necessary:
Building trust. Electronic communications can save time, so can face-to-face meetings, particularly when trust needs to be established. But, it is difficult to communicate genuineness and a sense of being heard with digital communications, especially those that don’t occur visually and in real time.
Engaging mission-critical matters. It is also difficult, if not impossible, for a Hotel leader to understand how a conversation or communication is received without being able to engage in a face-to-face conversation with employees. Especially so when the risks are high and the issue is mission-critical. Risks are minimised and benefits amplified when body language and other nonverbal cues are on full display.
Keeping staff motivated. Frequent face-to-face communication keeps a Leader in touch with Hotel employees, particularly those on the front lines of guest care. This keeps the leadership team aware of developing issues and encourages discussion and action. Looking someone in the eye in meaningful conversation goes a long way to nurture good relationships and encourage a spirit of teamwork to enhance the care of our guests.
Conducting safety rounds. Safety information is too important to share exclusively by email, as the message might not be received for hours, if not days. Meeting in person in the various Hotel Departments provides us the opportunity to identify potential hazards and remedies and to advance safe practices. Having structured regular conversations helps ensure staff and guests are receiving the safety they need.
Improving leadership and communication skills. Technology plays an important role in communications and operations, but it cannot replace the face-to-face time with our team members.
Perhaps, the Hotel could film messages or use other technologies to send messages about an important topic (with plenty of background information and tips about how to relay the topic to front-line staff) and then send it to the Hotel Managers and Leadership. From there, your work-group leaders could have in-person face-to-face meetings and cascade the information to all team members.
Having this in-person component is key to helping our teams build leadership and communication skills and ensures everyone receives the same important message in your Hotel communications.