In our hyper-connected world today the evolution of our language is quite evident. Whether it be using slang words, metaphors, or text abbreviations, these new words in our language are imperative to keep up with. Similarly, we have our own language in our work life that we have to know as well. When starting a business, it is essential to know the language that you will be using when running your business. If you were to own a hotel, for instance, you would have to know what terms and vocabulary that are important to know in order to create a successful hotel. Through a mixture of reading articles and studying in school, I am starting to learn this language of the hotel industry.
I have learned that in the hotel industry, there is a specific and nonspecific language. Communication is one of the critical aspects of a prosperous hotel and for the hotel to work well the language has to be horizontal, meaning everyone is on the same page. There are always some things that get around through the grapevine, but ultimately it is paramount for managers to keep all staff informed. Also informing employees of the jargon that is used within the hotel is helpful to understand when working. Sometimes it could be the front desk communicating that the guest had a complaint so their stay will be FOC, free of charge. In addition, it could be the general manager talking with another manager about the hotel ADR, average daily rate. Showing that just like text messaging, hotels have abbreviations that need to be known.
Just as important as communication is in hospitality, body language and facial expressions are profoundly meaningful when conveying your message to the guest. In the hotel business, you have to be sure that you are as professional as possible, therefore putting on a genuine smile and not using the word "like" because it diminishes the description and also implies uncertainty. By changing just a few words in your sentence or changing the way you say it can create a whole new impression for the guest. For example changing, "I'll have to check on that for you" to "Let me check on that for you" is key to providing excellent customer service. As simple as that is it can evoke a whole new feeling for the guest. Overall, it is almost like you are speaking two languages, abbreviations and professional.
Ultimately showing that I learned that before starting a business, it is vital to understand the language that your business will use. Whether you own a nursing home, a furniture store, or a computer store, all will have certain words and terms that you have to understand for your business to strive. As I continue to learn new terms and words, I hope to one be able to use them every day.
~Erin Connolly
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Just as important as communication is in hospitality, body language and facial expressions are profoundly meaningful when conveying your message to the guest. In the hotel business, you have to be sure that you are as professional as possible, therefore putting on a genuine smile and not using the word "like" because it diminishes the description and also implies uncertainty. By changing just a few words in your sentence or changing the way you say it can create a whole new impression for the guest. For example changing, "I'll have to check on that for you" to "Let me check on that for you" is key to providing excellent customer service. As simple as that is it can evoke a whole new feeling for the guest. Overall, it is almost like you are speaking two languages, abbreviations and professional.
Ultimately showing that I learned that before starting a business, it is vital to understand the language that your business will use. Whether you own a nursing home, a furniture store, or a computer store, all will have certain words and terms that you have to understand for your business to strive. As I continue to learn new terms and words, I hope to one be able to use them every day.
~Erin Connolly
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