首先，酒店经理必须愿意倾听。很多在宾馆工作的员工都有很大的压力，尤其是在旅游旺季或是大型活动的时候，很多顾客来到酒店。这些雇员必须加班，其中许多人从事体力劳动，只得到低工资。此外，一些客户要求很高，这给这些雇员带来了很多麻烦。所以，员工可能会有很多抱怨和问题。此外，由于他们是最接近顾客的人，所以他们必须了解顾客的需要。好的管理者应该乐于倾听员工的抱怨、问题和建议，这样他们才能知道酒店的问题是什么。
其次，酒店经理必须具备良好的应变能力。酒店业是一个特殊行业，员工必须以愉快的态度为顾客提供服务。这种非语言的沟通也很重要（Sundaram和Webster，2000）。微笑是这些员工的基本要求。然而，如果员工的投诉和问题没有得到很好的解决，他们将无法提供这样好的服务。因此，酒店经理必须对员工作出反应。他们应该尽力解决下属的抱怨和问题，并提供他们所需要的东西。酒店业的大部分员工都是女性，家庭生活和工作之间的平衡成了一个大问题。管理者应该意识到这一需要，并作出必要的调整以适应他们的需要。而且，如果下属表现良好，经理们应该表扬他们，鼓励他们，这样他们才能在将来做得更好。
第三，他们必须有能力识别和解决工作组中存在的冲突。在许多情况下，如果要提供良好的服务，酒店业的员工需要在各部门和部门之间密切合作。冲突的存在使得这种合作难以实现，组织文化也可能遭到破坏。酒店管理者必须能够识别这些冲突，无论它们是伪冲突、与问题有关的冲突、与人格有关的冲突或其他类型的冲突。因此，管理者必须与相关员工进行沟通，并为他们之间的交流创造机会。他们应该带领这些员工发现他们的身份在组织和整合的组织文化（Linke和zerfass，2012）。可以实施综合的沟通方案，建立跨职能的联系和知识共享（史米斯，2012）。建议开展团队建设活动，促进这种交流。
虽然酒店经理不直接为顾客提供服务，但他们不可避免地需要与顾客沟通。在许多情况下，情况并不是那么令人愉快。例如，当服务人员做错了事情并使他们不高兴时，客户可能需要与经理交谈。在这种情况下，对管理者沟通能力的要求也越来越高。如果处理不当，他们酒店的声誉可能会受损。那么，酒店经理需要什么样的沟通品质来应对顾客呢？
澳洲management assignment代写: 酒店管理
As the competition in the world becomes increasingly fierce, more and more managers begin to realize that people are important for the development of their organizations. Managers have identified the needs of communicating within their workgroups to know more about the needs and problems of people and minimise harmful conflict within the workplace. The role of managers to promote good communication between themselves and their workgroups and among people in the workgroups becomes increasingly important. In many cases, organizational communication strategy is regarded as a functional strategy, which is related to the strategic development of the organization (Steyn, 2003). This is especially true in the hospitality industry, where good communication among team members is a must for providing better and more efficient services. This essay will analyse the communication qualities required of hospitality managers. There are three situations that should be explained respectively: communication with subordinates, customers, and supervisors.
2. Hospitality managers’ communication qualities
2.1 Communication with subordinates
One of the most important responsibilities of hospitality managers is to coordinate their subordinates for providing good services to customers. To achieve this, they must have the following three communication qualities.
First, hospitality managers must be willing to listen. Many employees working in hotels have great stress, especially in the season of tourism or big events when many customers come to the hotel. These employees must work overtime and many of them do manual work and just get low salaries. Furthermore, some customers are very demanding, which brings a lot of troubles for these employees. So, employees may have a lot of complaints and problems. Furthermore, as they are those who are closest to customers, they must know the needs of customers. Good managers should be willing to listen to their employees’ complaints, problems, and suggestions so that they can know what the problems of the hotel are.
Second, hospitality managers must have good responding skills. Hospitality industry is a special industry where employees must provide services to their customers with a pleasant manner. Such nonverbal communication is also very important (Sundaram, and Webster, 2000). Smiling is the basic requirement for these employees. However, if employees’ complaints and problems are not well solved, they will be less able to provide such good services. So hospitality managers must respond to their employees. They should try their best to solve the complaints and problems of their subordinates and provide things that they need. Most of the employees in the hospitality industry are women, and the balance between family life and work becomes a big problem. Managers should be aware of this need and make necessary arrangements to adjust to their needs. Also, if their subordinates have performed well, managers should praise them and encourage them so that they can be motivated to do better in the future.
Third, they must have the ability to identify and solve conflicts existing in their workgroup. In many cases, if good services are to be provided, employees in hospitality industry need to cooperate closely inside each department and between departments. Existing of conflicts makes it difficult to achieve such cooperation and the organizational culture can be destroyed. Hospitality managers must be able to identify such conflicts, whether they are pseudo conflicts, issue-related conflicts, personality-related conflicts or conflicts of other kinds. Then, it is necessary for managers to communicate with related employees and create opportunities for them to communicate with each other. They should lead these employees to find out their identities in the organization and integrate to the organizational culture (Linke and Zerfass, 2012). Integrated programs of communication can be implemented to establish cross-functional connections and knowledge sharing (Smith, 2012). Team-building activities are suggested to promote such communications.
2.2 Communication with customers
Although hospitality managers do not provide services directly to customers, they inevitably need to communicate with customers. And in many cases, the situation is not so pleasant. For example, a customer might require talking with the manager when a service staff has done something wrong and made them unhappy. In such situation, the requirement for managers’ communication skills is demanding. If badly handled, the reputation of their hotels may be ruined. So, what are the communication qualities hospitality managers need to deal with customers?
