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While interpersonal skills are important when dealing with customers they are also important between staff to build good working relationships across departments.

^{Effective teamwork depends on positive relationships between staff at all levels.}

When relationships break down teams do not function, which can impact on the customers. When customers do not have a good experience, this can harm the reputation of the business and will negatively affect profit.

Some job roles within hospitality involve leadership. In leadership roles well developed interpersonal skills are essential to motivate staff.

Consider how important this is in a hotel where there are a number of departments.

Food preparation department

The head chef requires effective interpersonal skills to lead and motivate staff working within the department e.g. commis chef, sous chef, porter. How the staff are spoken to, listened to, shown respect, will influence relationships.

If these are positive they will all feel valued and as a result, there will be a positive working environment where everyone feels valued so productivity and loyalty increase which is good for the business.

Food service department

The restaurant manager is responsible for the smooth operation of the restaurant. Effective interpersonal skills are very important between the restaurant staff so they work as a good team in the same way as in the kitchen.

More importantly, because staff in this department are called ‘front of house’ - they have direct contact with the customers.

If good interpersonal skills are not obvious between waiting staff, the customers will notice and this can affect the reputation of the restaurant.

Accommodation

The accommodation staff are responsible for the standard of cleanliness and appearance of all areas within the hotel. Working across all departments requires good interpersonal skills so relationships do not break down resulting in a negative working environment.

When staff feel undervalued they do not have a commitment to the business and leave. This can lead to a turnover of staff or low staffing levels if new staff cannot be recruited quickly.

Front Office

Front office includes reception and the same high level of interpersonal skills is just as important when dealing with staff as with customers so that everyone feel valued. This contributes to a positive, welcoming atmosphere within the business.

Administration

Staff in this department are less likely to have direct contact with customers but work closely with colleagues. They need to be approachable as they may be dealing with aspects such as holidays, wages, and absenteeism.

Handling staffing situations may sometimes be difficult so good interpersonal skills are necessary to avoid unpleasant situations and a breakdown in communication.

Management

Managers at all levels have to work with both customers and staff. Very often the term ‘people’ skills is used to describe how well they carry out their job. This is just another way of describing interpersonal skills.

They have to be able to interact positively with other people by demonstrating good interpersonal skills. Managers may have to carry out staff appraisals and when giving feedback they should do so in as positive way as possible so that the staff member does not feel ‘put down’ or criticised.