Communication in Hospitality

By the end, the learner can

• Customer complaint response: listens actively to dissatisfied guests, acknowledges concerns, and explains corrective actions taken to resolve food service issues
• Vendor communication: conveys inventory needs and order discrepancies to suppliers through written purchase logs and verbal follow-up calls
• Policy explanation: communicates sanitation standards and performance expectations to new staff during onboarding sessions using plain, job-relevant language

Session plan

1. 10 minThe sceneWhere this shows up: restaurants and food service facilities, working with supervisors, customers, kitchen staff. Conditions to expect: customer-facing, service-oriented, fast-paced. Entry roles this maps to: Amusement and Recreation Attendants, Baggage Porters and Bellhops, Baristas.
   • conveys inventory needs and order discrepancies to suppliers through written purchase logs and verbal follow-up calls
   From Food Service Managers (11-9051.00)
2. 25 minRun itPairs. One plays the supervisors, one plays the Amusement and Recreation Attendants. Run the scene for four minutes, then swap. The observer scores against the criteria before anyone discusses it.
   • Tools in play: Spreadsheet software, Office suite software, Electronic mail software.
3. 15 minObserver scores itScored live against the four levels. The scorer marks what they saw, not what they assume the learner could do on a better day. Developing is the target for this point in the program: Moving in a positive direction in a professional career. Still learning, with room to grow around the skill.
4. 10 minSwap and re-runClose the loop: what changed between the first attempt and the last, and what would have to be true for communication to hold up on a bad day.