29 Pages
7180 Words
Impact Of The Communication Style Of The Service Provider On The Perceptions Of The Guests about A Hotel
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SECTION 1. RESEARCH INTRODUCTION AND FOUNDATION
Background
In business, communication plays a significant role in managing relationships with customers. Communication style is demonstrated as the pattern in which people communicate and exchange data with others. In the hospitality sector, verbal form is the most common utilised communication style that is utilised when experiencing the staff and guests in a hotel. Service Provider in the hotels comprises employees, consultant, director or subsidiaries. A customer wants satisfaction and comfort from the hotel staff which they select to settle. In the UK, many top hotels follow unique strategies in providing immense satisfaction to the customers (Kallmuenzer et al. 2020). Consider JW Marriott, the largest governing body of leading hotels which mainly focuses on service quality and organisational culture to provide the best service to the customers. The revenue and reputation of the hotel organisation decline with the poor communication style and services provided to them by service providers.
The study will mainly focus on analysing the facts of interaction form of "service providers" and its impact on the perception of customers regarding the hotel. The leading hotel organisations in the UK such as Premier Inn, Hilton, IHG, Ibis and Whitbread provide professional training to their employees regarding manners, processes and other norms of behaving toward guests to maintain their reputation and other aspects (Koo et al. 2020). Premier Inn is the largest hotel organisation in the UK selects the employees for service providers in the hotels based on their Emotional intelligence which is necessary for maintaining the firm behaviour with the guests of the hotel. As opined by Cho (2020), positive responses and behaviour of the hotel staff demonstrate customer retention which leads to a positive brand reputation and profitability. Another important fact that will be explored in the study is the customer's needs and wants and perceptions.
Rationale
The main issue of the hotel industry experience is the emergence of COVID-19 and its impact on the business operations of the hotel organisations. The pandemic situation has created the issues of job losses, and financial losses as constant lockdown restrictions stopped the customers from visiting the hotel. As cited by Roy et al. (2020), during post-pandemic relaxation, the customers have started moving to different places for different purposes where they select the hotels based on their preferences, needs and wants. Post pandemic, it is seen that most of the hotels have experienced a shortage of staff in satisfying service providing to the customers which is a critical issue. In many leading hotels in the UK, the economy declined due to a shortage of labour and the adaptation of appropriate strategies to compensate for this fact (Juric et al. 2021). Along with this, customers' perception of the guest's regarding the hotel has changed which is the riskiest factor for the organisation.
The hospitality sector of the UK has reached the value of over 100 billion euros in 2018 with the constant expected development in 2019. Apart from the results of staff shortage and BREXIT, the number of food service and hosting facilities has developed by nearly 20 per cent. The graphical report shows that the hotel sector provides more than 3, 00, 000 opportunities for employment (Statista, 2022). It can be mentioned that enhancing the communication style and services of the hotel industry is extremely important as it is the most important sector which contributes hugely to the economy of the country.
Considering the instance of Premier Inn, this leading organisation in the UK has experienced a critical issue in staff shortage. The organisation has also faced an economic loss of 56 million pounds in 2020 as compared to the previous years (Theguardian, 2022). Overall, the loss of the organisation is significant in its financial status which has emerged due to customer dissatisfaction, lockdown restrictions and less flow of customer visits. As cited by Juric et al.(2021), a training program regarding communication forms to service providers of hotel organisations in the UK is provided at the time of recruitment. Internal communication is reflected as a concomitant of all social life and social survival exigency. After the pandemic relaxation, factors of social distancing is another important factor which is an issue in communicating with the guests in providing the services. The issues are highly prevalent with social distancing and hygienic factors where the needs and wants of the customers differ from person to person (Akbari et al. 2021). In this context of mitigating the issue and enhancing communication with the guests, the hotel organisations tried to implement technological services which are a critical financial issue for the hotel organisations.
Aim
The study will aim at analysing the impact of the communication style of the service provider on consumer satisfaction within the hotel industry.
Objectives
- To analyse the significance of the communication style of service providers on guests' perception.
- To identify the interrelationship between professional training and maintenance of effective communication style of service providers
- To evaluate the impact of service provider’s communication styles on the service quality and consumer satisfaction
- To recommend strategies for enhancing the communication style of service providers while attending to guests in hotels
Research questions
Q1. What is the importance of the communication style of a service provider on customers' perception of the hotel sector?
Q2. What is the connection between the maintenance of an effective communication style and the professional training of service providers?
Q3. What is the effect of the communication form of a service provider on customer satisfaction and service quality?
Q4. What are the strategies utilised by the hotel sector in boosting the communication form of "service providers" while attending to the guests?
SECTION 2. LITERATURE REVIEW
Explanation of finding the process of relevant literature
This research study will use the Boolean methods in gathering the information and the relevant literature of the study. Boolean method searches will permit the individual to combine words or phrases utilising some specific words including "AND", "OR", and "NOT" to restrict and demonstrate the research (Agag and Eid, 2019). This process will help the research to save time in searching more and focus on the precise and concise outcomes that are more specific to the needs, removing inappropriate or unsuitable information. In research work, this logical technique will create an important factor in the research work. However, the quality of obtaining the relevant literature on the study matter forms. Boolean search will permit the combination of five distinct components to conduct the study search and use the search engine to its full potential.
Review of identified literature
Importance of communication style of service providers in the hotel industry
Communication is important in the hotel industry as excellent communication skills can boost the experience of guests. It reflects that their opinions are important, conveying a clear message and valuing their feedback. As opined by Moon et al. (2019), managing effective and excellent skills of communication leads to the loyalty of customers, maximised business and eventually, the hospital sector becomes more successful. Efficient communication service creates a link between the supplier and receiver and fosters the transparency of the relationship.
Communication helps in educating people and broadening their knowledge and outlook. In these recent days, communication can be in any form that is offline or online. Currently, hotel organisations mainly follow online communication to connect with their customers (Flavián et al. 2021). Even in providing the services within digital spaces, online communication tools are utilised to foster communication. In a hotel organisation, it is tremendously essential that internal staff who are the service providers are well trained to interact efficiently.
The managers of the organisation must understand the flaws and potential of service providers and designate them according to their position in the hotel sector. These facts motivated and encouraged constant development and innovation in their communication style and behaviour from the bottom-up. As cited by Yilmaz (2018), it is not generally presenting the data and processes from the top-down and assists in keeping the employees motivated. It is reflected in most of the cases of leading hotel organisations such as Ibis, Hilton and premier Inn that customer satisfaction from the service provider enhances their reputation and brand quality in the potential market of the hospitality sector.
Analyse the connection between "professional training" and maintenance of "effective communication style" of service providers
Professional training in the hotel sector is crucially important as it assists in developing different aspects of the professional capabilities of individuals. In fostering an efficient service provider's communication style, professional development is the efficient implementation of strategies and skills that enhance the transfer of learning and knowledge (Casais et al. 2020). In retaining more customers and providing the best services, the hotel sector provides professional training to the employees after the selection process ensuring they can comprehend the norms and procedures of communicating with the guests of the hotel. Professional training and maintenance of an efficient style of communication of service providers have a strong relationship with the organisational goals and objectives.
The training on communication skills in the hotel sector assists the employees to have beneficial and open exchanges where every point of view of customers is heard and expressed. There is a high potential for the occurrence of misunderstanding which can be reduced or eliminated by mastering the professional communication training. As opined by Ali et al. (2018), the guest can feel relaxed and comfortable in any respect of hotel operations if the service provider communicates effectively with them and makes them more involved. It is the responsibility of the service provider to look into different aspects of customers' needs and wants. However, in many SMEs, there is no concept of professional training within the hotel sector which resulted in their financial loss and profitability of the organisation. Since fewer customers are willing to visit those hotels where the staff are not trained and do not understand the minimum etiquette.
Effect of service provider’s communication styles on consumer satisfaction and service quality
Effective communication styles of service providers have a positive impact on "service quality" and "satisfaction" of customers. An employee of the hotel recognises the potential return of the customers with effective communication. Service providers' communication forms trust and extend options with them by giving efficient solutions. Communication styles involve the chances beyond the present deal to the facts of trust that are created by the hotel organisation (Gössling et al. 2019). Service quality within the hotel organisation improves with the relaxed and thoughtful mindset of service providers in the period of providing services. Communication is crucially important for customer satisfaction as it provides the customer with a good impression of the individual along with the reputation of the hotel organisation.
"Service quality" and "customer satisfaction" are referred to as the important part of the organisation which helps in enhancing productivity and profitability. An impression is the most important thing which can change the guest's perception of the hotel organisation (Ali et al. 2018). The perception of guests is formed by the behaviour and communication style of the service provider of the hotel organisation. In transforming the perception of the guests, hotel organisations utilise personal websites and mobile applications to constantly involve them with the organisation. All these factors are a part of the organisation that the organisation utilises in their communication styles.
Strategies for boosting communication form of service providers while attending to guests in hotels
- The service providers of hotel organisations can utilise the online platform and communication tools such as social networking sites and IVR services to connect with the customers.
- The hotel organisations can provide training monthly to the employees to develop their communication style while attending to the guests of the hotel.
- Hotel organisations can implement efficient technological tools within the rooms of the hotel from where they can connect with service providers regarding any matter. This can help to develop the connection between the service provider and guests.
- Service providers can utilise the leadership strategy to develop self-confidence and build trust regarding hotel organisation among the guests through their communication patterns.
Key concepts of the literature
IV 1: Organizational culture:
Organizational culture and communication are important components in any organization. It generally includes the ambience, values and beliefs of a particular organization that is related to the good communication skill of the employee. A better organizational culture helps the employee feel free in their communication on various matters. The employees can freely extract the issues and problems with the organizers. It further affects the good perspective of the consumers.
IV 2: Professional training
The professional training of the employee predominantly helps in improving the communication skill of an individual employee. The organizations arrange various professional training for the employees in order to communicate with the customers (Alsughayir, 2021). It further helps the employee to communicate with the costumes in a better way and to understand the needs and demands of the employee. This particular thing helps the customers to satisfy their expected demands, and finally, it contributes to the positive perception of the consumers about the organization.
IV 3: Emotional intelligence
The emotional intelligence of an employee helps in better communication with the consumers. The employees use their emotional intelligence in the course of the conversation with the consumers. It further helps the employee understand the specific problems and issues of the customers regarding the services.
DV: Positive perception of consumers
Communication skill is very important for an employee to understand and satisfy the various needs and demands of the consumers. The organizational culture, professional training of a particular employee and finally, the application of the emotional intelligence of the employee collective helps in gaining a positive perception of the consumers (Sabuhari et al. 2020). The positive perception of the consumers further contributes to the development and progress of an organization.
Key theories of the study
Herzberg’s theory
The theory of “Herzberg’s motivation” gives the crucial two factors that impact motivation in the workplace and organisational culture. The theory states in obtaining the motivation root in the workplace. Hotel organisations can leverage this “motivational theory” to assist the individual service provider to obtain the best performance from the team (Chiat and Panatik, 2019). The theory works on only two factors which include "Hygienic" and "motivation".
Accomplishment, recognition, development, responsibility, advancement and work itself demonstrate the satisfaction dimensions which is a part of the "motivation factor". As opined by Mehrad (2020), this helps to motivate the employees within the organisation to perform better and develop organisational culture. “Company policies, relationships, security, remuneration, salary and working conditions” can often be dissatisfying which comes under hygienic factors. Considering these factors, hotel organisations can develop an organisational culture which can benefit them in retaining more guests.
Behavioural learning theory
The behavioural theory of learning focuses on the plans and thoughts that individuals acknowledge through communication with their atmosphere. Hotel organisations can utilise this theory where the service providers acknowledge the guest's needs and necessities through interaction (Williams et al. 2020). It basically predicts that learners behave and react based on the associations between responses and stimuli.
In this context, positive reinforcement plays a significant role in the learning theory. As cited by Ciccone et al. (2019), service providers within the hotel organisation provide positive concerns with the training by setting up an atmosphere that which the rewarding system identifies excellent outcomes of learning. The outcome of this theory is most likely to consistently exhibit the proper behaviour expected from them.
Critical analysis of the literature
The study will focus on the main four themes that have been recognised in the literature review section. Communication style is extremely crucial and important in any type of business strategy as interaction helps to develop a positive relationship with the guest. In the communication process, transparency is enormously useful which helps in the development of organisational reputation and culture (Flavián et al. 2021). The study will focus on the objectives that are identified and solve the research questions for quality study. It is demonstrated that a service provider's communication type is extremely necessary for transforming the perceptions of guests from negative to positive. The positive behaviour and communication style of the service provider helps in fulfilling organisational goals and objectives.
Applications of critics in the research study
In this study, it is found that the development of a communication strategy within the hotel organisation can help in improving guest satisfaction and service quality. The application of communication tools within the room can be extremely effective as guests will be able to interact with the service providers feasibly (Moon et al. 2019). The service providers will be updated with the thorough information of the guest and can provide timely services with the application of this technological tool. Development of the leadership style within the hotel organisation can be another effective way the improvement of communication style within the organisation.
SECTION 3. RESEARCH PHILOSOPHY AND RESEARCH PARADIGM
Research approach
Consumers are the vital stakeholders who are responsible for stimulating business productivity. In the context of the hotel industry, service quality largely relies upon communication strategies used by service providers to meet consumer needs. The study will focus on adopting deductive research approaches for addressing the research objectives regarding the impact of communication style on service quality within the hotel industry. As stated by Paais et al. (2020), the deductive research approach serves to be beneficial in obtaining crucial information regarding the significance of communication among the service providers within the hotel industry. The deductive research approach that will be undertaken in the study further helps reduce prevalent concepts regarding professional training, organizational culture and emotional intelligence impacting the communication style of the employees within the hotel industries.
A deductive approach that will be undertaken in the study will further emphasize on analyzing the significant impact of professional training in developing and implementing communication strategies by the service providers. Furthermore, the deductive approach serves to be relevant in exploring diverse concepts about strategies for enhancing the communication style of the service provider. The communication style that is implemented by the service provider results in leaving a long-lasting impression on the consumer's mind (Song et al. 2020). Thus, applying the deductive approach will prove to be effective in addressing the research question in a more effective manner.
Research paradigm
The research paradigm is the most important section of the research study as it consists of different purposes of the study such as accurate research methodology, research approach, as well as an ontology that guides to provide a proper process to proceed. Apart from that, epistemology is another important aspect of the research paradigm that guides to conduct of the research paper (Nai, 2021). The research paradigm guides the researcher to conduct the research study in a systemic approach by following research methodologies.
Research philosophy serves to be effective in implementing innovative strategies to address the reach objectives. As per the conception of Agarwal (2019), The research philosophy is one of the most significant aspects of the research article that guides the development of the knowledge as the purpose of the knowledge gathering process. In the following research study, the positivism research philosophy will be applied for understanding the impact of communication style on service quality in hotel industries. The Post-positivism philosophy will apply in the concerned research paper as it will guide in gathering factual knowledge about the communication style as well as its impact on the perceptions of the international global hotel industry (Welbers and Opgenhaffen, 2019). Ontological and epistemological aspects of post-positivism philosophy result in the accumulation of authentic and reliable data regarding the impact of communication style on service provision of hotel industries.
The concerned philosophy guides the service provider of the global hotel industry that guides to develop communication skills for the betterment of the service quality. As per the perception of Hayat Bhatti et al. (2019), the positivism philosophy guides the researcher to closely observe the data collection process as well as improve the interpretation in a particular way. Apart from that, positivism philosophy enhances the trustworthiness and the reliability of the research paper as it is based on fractal knowledge as well as the proper measurement of the data collection process.
SECTION 4. RESEARCH ETHICS
Ethical issues
Ethical issues are the core components of the research paper that mentions that the study is based on liable sources. The ethical issues consist of a set of ethics that guides to properly govern the scientific process of the research paper that will be very helpful to proceed with the concerned topic. The different types of research institutions such as colleges and universities disseminate a particular process that will not copy in the research study (Husam et al. 2018). The data on the research topic will collect from reliable resources with taking permission of the authority.
The deductive research design will guide to deduct of all the unnecessary data making the research study more ethically strong as well as increasing the validity and reliability of the research paper for the future researchers as well as learners. Data Protection Act 2018, is maintained during the data collection process and all the data are collected with the permission of the authority (Chen and Lin, 2019). The research study will proceed with honesty and integrity that refers, any king of previously published data will not be input into this research study. The intellectual property of the research topic as well as the openness will be maintained in the research study. The confidentiality of the responsible publication will make in the research paper (Chen and Lin, 2019). Strict legality is maintained throughout the data collection process along with the data analysis process.
Explanation of the process of addressing the ethical issues
Identification of the actual process of the ethical issues in the research paper is a very important guide to improving the quality of the research paper. Apart from that, the ethical issues of the research paper reduce the objectives and principles of the study. During the data collection process in the survey, any kind of manipulation will not be done and the researchers (Arrigo, 2018) will not force participants. The research will be conducted by undertaking a survey of nearly 30 participants.
In order to ensure the maintenance of ethical issues, participants will not be forced rather they will be given the liberty to participate in the survey of their free will. All the data will collect for the research paper under the guidance of “The General Data Protection Regulation, 2016” which guides the maintenance of total privacy and confidentiality of the research paper (Arrigo, 2018). Furthermore, additional efforts will be undertaken to ensure that the participant's data are not revealed to the third party and that confidentiality is maintained thoroughly. Apart from that, the accuracy of data and the authentic data collection process guides the research to follow the guidelines of the concerned regulations (Yang et al. 2020). Any kinds of personal data as well as incorrect data will not upload to the research study.
SECTION 5. RESEARCH DESIGN METHODOLOGY, STRATEGY
Research Strategy
In the context of research methodology, research strategy guides the actual way of proceeding with the research study. According to Abo-Murad and Abdullah (2019), research strategy is a type of general plan for the research paper which includes the research methods, design, and philosophy as well as research approach. For the particular research paper, both qualitative, as well as quantitative data analysis strategies will be held. The research policy analysis is another important component of the research study that guides to fulfilment of the research requirements (Ebrahim, 2020). Apart from that, the research strategy guide to select the proper research philosophy, research design as well and research instruments. The data collection process, as well as the data analysis process, will also determine the application of the research study.
A mixed-method of research will be chosen for the research study as both qualitative and quantitative data analysis processes will be conducted in the concerned study. The mixed method of the research paper guides the development of innovative knowledge for the global hotel industry as well and provides a lot of information on improving communication skills (Ebrahim, 2020). The descriptive design will take to proceed with the research study guides mention a detailed description will be presented. Primary and secondary data collection processes will be held in the research study that will provide more authentic information to the research paper for enhancing the research's reliability and validity. The qualitative, as well as quantitative data analysis process, guides to access the information reality faster (Vieira et al. 2019). The sampling method, as well as the experimental design, will be determined based on the data collection process.
Research design
The potential framework of the methods of the research study will be designed with the application of perper research design. Apart from that, the research design guides the determination of the techniques for the research paper (Ebrahim, 2020). The design of the research paper will guide the selection of the type of research methods whether it will be experimental, correlational as well as review-based research study. The accurate research design will guide to determining the actual purpose statement and determine the probable objections. Apart from that, to set the timeline as well as to measure the analysis of the research study the research design will provide a potential idea (Radke et al. 2021).A descriptive design for research will be chosen for the research study that guides the researchers to proceed with a scientific method.
The descriptive design will choose for the research study because it involves the researchers closely observing the collected data and the subject's behaviour. The chosen design guides to make proper market research that helps to recognize the present condition as well as the requirements of the target demography. This research design will choose for the study as it allows the researchers to diverse methods of the data collection process and provides a piece of detailed information that guides to make out the topic. Apart from that, chosen design is inexpensive to the researchers and proceeds with a quick data collection method for gathering qualitative data (Ye et al. 2018). This research design will choose for the study as it will make it easy for data analysis and will improve decision-making skills for analysing the collected robust data.
SECTION 6. RESEARCH METHODS AND DATA COLLECTION
Research method
The research method is a particular procedure that guides the data collection as well as the data analysis process. Improvement of the research method is the id principal activity of the research design. For this particular research study, a mixed method of research will be used as both primary and secondary data collection processes will be organized. A mixed-method is a combination of qualitative as well as a quantitative research process that guides them to answer the research questions (Grudzewski et al. 2018). The mixed method strengthens the generalizability of the collected data and the contextualization process will also be mitigated by the method. This particular method guides to increase the credibility of the research paper.
The mixed method will be used in this study as it assists the researchers in elaborating and clarifying the collected data and presenting them in a proper design. As per the point of view of Kumar et al. (2021), mixed methods provide a complete as well as a comprehensive understanding of the research study to identify the research problem separately. Apart from that, mixed methods guide the betterment of the instruments that will be applied for the research study. Besides this, it will properly explain the findings and progress the work in a casual manner. In order to identify the problem statement and theorize the research problem will be helped by this method (Grudzewski et al. 2018). The mixed research method improves the theoretical creativity that supports different scientific inferences.
Research instruments
Research instruments refer to such tools that guide the collection of the data collection process accurately and from reliable sources. For this particular research study, survey questionnaires are the most important instruments that will be arranged with 30 participants related to the hotel industry. The hotel industry mainly relies on the customers so the customer satisfaction level is the core component to determine the growth and the success of the organization along with the industry from a global perspective. The survey questionnaires will guide a collection of diverse opinions about the global hotel industry (Srivastava et al. 2019). Apart from that, this particular instrument helps to find out the requirements of the customers and recommendations for the improvements of the industry.
Another instrument of the research paper is the 5-point Likert scale that guides to collection of the actual responses of the participants without any bios opinion. This particular research study will benefit from the particular research instruments that guide a collection of different customer services in a flexible way that is also very easy to measure. The agreement of the customers, the satisfaction level as well and the frequent development of the organization will provide a concrete result to the research paper (Srivastava et al. 2019). The 5-point Likert scale will be used in the research study that guides to analysis of the data collected from the survey questionnaires and eliminates the responses that will not apply to the research study.
Data collection process
The research methodology is entirely dependent on the data collection process that concludes the response to make the research study more relevant. For the research study, both qualitative and qualitative data collection processes will be used in this study to make the study reliable and valid for future research developers as well as learners (Yuting, 2019). The qualitative data collection process is mainly collected through business reports, journal publications as well as the government of organizational articles. The qualitative data collection process guides the research developers in collecting huge data from a particular topic and analysing those data for effective application in the present research study (Wang et al. 2019). In the following research paper, the qualitative data collection process will be used as it is easily available and inexpensive for the research developers.
Quantitative data collection will also be used for gathering a piece of complete information about the customer satisfaction level of the hotel industry. The quantitative data collection will be concerned with the variable data and facts (Khan et al. 2020). Apart from that, this particular data collection method guides is faster compared to other data collection methods.
Research Sample
Sampling is the most important component of the data collection process that mainly relies upon primary data collection. Identification of the population interest and specification of the data-sampling frame is the most important aspects of the data sampling method. Different types of open-ended questions are addressed to the participants (Wang et al. 2019). The 30 participants are arranged to proceed with the research paper and this sample size will choose for the compact and concise collection of information. The participants of the questionnaire session are the people related to the hotel industry such as the customers, hotel managers and other staff of the hotel industry. More participants will not be arranged for the survey questionnaires as after the pandemic situation most of the participants will not agree to participate in the questionnaires session (Khan et al. 2020). This sample size is selected to get diverse opinions on the research topic that will be beneficial to the data analysis process.
SECTION 7. DATA ANALYSIS
Data analysis process
The data analysis process refers the understanding the nature of the collected data and applying different techniques for the proper application of the research study. For this particular research study, the research developers (Salem, 2021) will apply both quantitative and qualitative data analysis processes. The data analysis process will complete through different significant stages like defining the survey questions properly, collecting the data with an accurate process and cleaning or deducting the data into a proper research approach. The data analysis process also includes the results sharing process and measuring the failure of the research study (Kumar et al. 2021). Transform the collected data for the research beneficial will guide to present of the data in a proper way.
Quantitative data analysis
Quantitative data analysis refers to the analysis of the raw numerical data that will be meaningful for the research application. The particular data collection process guides the process of calculation of frequencies of dependent or independent variables. The quantitative data analysis will apply in this research paper because of its cost-effective quality and present the collected data in tabular form as well as through different figures and graphs (Kumar et al. 2021). The quantitative data will also enhance the reliability and validity of the research paper as it is easy to understand. In order to measure the differences among the opinions of the participants the data analysis process is also used.
Qualitative data analysis
The qualitative data analysis deals with content analysis along with an understanding of the different journals, articles and newsletters. Apart from that, narrative, discourse and framework analysis are other components of the data analysis process. Grounded Theory is a significant theory that guides the collection and analysis of the data properly (Abo-Murad and Abdullah, 2019). Synthesizing and conceptualizing is the potential way to analyze the collected qualitative data. The increased popularity is the principal cause of using the qualitative data analysis process.
Discussion
The effective communication skills guide to increasing the customer volume as well as customer satisfaction level. According to the opinion of Abo-Murad and Abdullah (2019), the communication style considers the ability to fulfill the requirements of the customers. Verbal communication is another important aspect of the hotel industry that affects the customer retention rate. On the other hand, according to Hayat Bhatti et al. (2019), non-verbal; communication does not apply widely to the hotel industry.
For the development of the hotel, industry after the pandemic situation interrelationship between professional training and the maintenance of an effective communication style of service providers is a significant action. As per the opinion of Agarwal (2019), the interrelationship between professional training and effective communication style guides the development of the connection between managers of the hotels and service providers. Apart from that, the effective interrelationship guides to improve the internal communication skills as well as consumer satisfaction levels by more than 22% (Abo-Murad and Abdullah, 2019). The service quality of the hotel is also greatly affected by the interrelationships between professional training and maintenance of effective communication style of service providers.
Conclusion
Taking into consideration the above study it is disclosed that communication excellence is an important component of the improvement of the hotel industry. A detailed analysis of the significance of the communication style of service providers on guests' perceptions is mentioned in the study. Apart from that, the interrelationship between professional training and maintenance of effective communication style of service providers is also discussed in the research study. The research study includes a detailed discussion on the impact of service providers’ communication styles on service quality and consumer satisfaction. Different strategies are also mentioned to enhance the communication style of service providers while attending to guests in hotels.
Recommendations
- Application of different modes of communication: inclusive mode of organisational culture guides to improve the communication level among the staff of the hotels and with the customers. Apart from that, cultural diversity will also be beneficial for the improvement of internal communication skills (Hayat Bhatti et al. 2019). The use of different channels and mode makes the employees expert to build communication with the customers.
- Applications of the communication tools: Multiple communication tools can be used to increase the collaboration tools as well as the internal communication skills. The communication tools guide to convey the thoughts and ideas to others conveniently guides to increase team collaboration (Agarwal, 2019). ProofHub is a type of project management software and integrated communication tools guide to improving team communication and collaboration with customers.
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