ICT
Many businesses in the hospitality industry use ICT to ease the workload of employees and ensure that the workplace runs efficiently.
ICT involves written information that is word processed. It is an efficient way of sharing information internally between staff and externally with customers.
Information can be more quickly updated or corrected than using hand written documents. Most of the information can be easily accessed by a number of staff using a login and password.
Storage of written documents requires physical space and staff time to file, however this is reduced with ICT as information is easily stored in labelled files on a computer and can be retrieved by searching.
Mistakes can be corrected without rewriting the whole document and spelling and grammar errors are identified as a document is word processed and information can be easily copied from other sources.
Specialised programmes are available to meet the needs of different types of outlets e.g. hotel software will handle information relating to bookings, special requests, arrivals and departures.
A fast food outlet will use ICT systems to send orders from counter staff to the food preparation area. This may also be linked to payment details at point of sale.
Some fast food oultlets use specialised software to send orders direct from the customer to the food preparation area.
Many outlets use ICT as a marketing tool by sending customers emails of special offers to attract business.
Social media
Social media is a popular way to market businesses and communicate and connect with customers.
It is a cost effective way to run competitions, offer immediate feedback or assistance and promote products and services.
It provides a platform to research competitors and network with other business people to share ideas.
Social media can also be used to advertise job opportunities and attract applications from suitably skilled people.
The method used to communicate will be determined by circumstances at any particular time. The choice will be influenced by whether the information is urgent or non-urgent.
Examples of urgent communication
- Handling a complaint
- Telling a customer of a change in products or services available
Informing departments in hotel about a change in customer requirements or cancellations is a situation that requires verbal face to face skills accompanied by positive body language and active listening.
This may involve an internal telephone call, or a hand written memo delivered to a particular department immediately.
Examples of non-urgent communication
- Promoting products and services to customers 鈥 verbally, ICT, social media
- Chatting to customers 鈥 verbal and non-verbal communication skills
- Providing departments with information about future requirements 鈥 written communication