Hotel and Hospitality Management

This document discusses the importance of communication, body language, and intercultural communication in the hospitality industry. The author shares their experience as a General Manager in a resort in Bangladesh and how they improved communication channels and employee behavior to provide better services to guests. The document also includes references to studies on conflict management, customer relationship management, and patient responses to hotel-like hospital rooms.

Running head: HOTEL AND HOSPITALITY MANAGEMENT
Hotel and Hospitality Management
Name of the Student:
Name of the University:
Author’s Note:

2HOSPITALITY AND MANAGEMENT
I have worked as the General Manager in the Regent Park Resort, in Syllet, Bangladesh. I
think that this has been really a very good opportunity for me. This is because I have been able to
understand the areas of strength and weakness within me. It is one of the well known resorts of
Bangladesh and the job environment is employee friendly
The communication channels that were used across the employees of the hotel were weak
as it did not include the viewpoints of the workers. It was only the management that took all the
important decisions (McIntosh & Harris, 2018). The viewpoints of the employees were not taken
into account. I also realized that the employees do not exhibit proper body language with the
guests. While the resort got huge number of guests the employees were often disorganized and
became angry. This is not right to get angry or point fingers at the guests. This will harm the
overall impression of the hotel.
I will not be able to restore and make use of any important piece of information. I have
learnt that horizontal communication is one of the key factors of attaining success in the modern
day scenario (Rahimi & Gunlu, 2016). This is the intradepartmental problem solving system. It is
a very busy resort and there are many different guests coming from different backgrounds. As a
result of this the communication system has to be very strong (Jung & Yoon, 2018).
I have been able to develop a very good communication skill. This has helped me in
contributing significantly to the overall success of the hotel. As this hotel is located at
Bangladesh it attracts customers from the local and also the foreign countries. As the hotel had a
huge number of guests during the peak time, the services were getting delayed. It is for this
reason that all the guests were offended. I was working as the General Manager, so I had to
control, this situation. I talked to all the guests personally and communicated that we aware sorry

3HOSPITALITY AND MANAGEMENT
for the delays in the hotel services. I assured them that they will be given the premium services.
There was no reason to worry. The guests were convinced after I communicated the issue and
also gave them the solution. This made the customers happy and they knew that the hotel
management really cares for their well being. Thus, this approach earned a good name for the
hotel.
I immediately contacted a nearby hotel and asked for food delivery service. I followed
the theory of constant communication. This has been very helpful for me. I made sure that
each and every decision being taken is communicated to all the concerned stakeholders via the
written, verbal and electronic mediums (Suess & Mody, 2017). I made sure that I take the
opinion and the ideas of each and every employee involved in the process. As the General
Manager, I also conducted several sessions of the right body language that must be exhibited at
the professional fields. Role of body language is one of the most important aspects that must be
present among all the employees. As this specific work environment is that of the hospitality
sector the employees must have a very polite and amicable nature. They have to develop eye to
eye contact with their guests while taking the orders and also explaining them any particular
problems. As the environment is a very busy environment that attracts guests from all different
cultural and social backgrounds the employees must be having a positive body language.
The intercultural communication of the hotel has to be improved so that the language
barriers can be overcome. As this hotel is filled with guests from Bangladesh and also from
many different other parts of the world, the hotel staffs have to be taught the inter cultural
aspects of communication. The employees are also hired from different cultural backgrounds that
help in understanding the needs and the expectations of the people coming from different

4HOSPITALITY AND MANAGEMENT
backgrounds. Thus they have to be trained properly so that they can understand and also
appreciate the uniqueness of different cultures.

5HOSPITALITY AND MANAGEMENT
Bibliography
Jung, H. S., & Yoon, H. H. (2018). Improving frontline service employees' innovative behavior
using conflict management in the hospitality industry: The mediating role of engagement.
Tourism Management, 69, 498-507. Available from
https://doi.org/10.1016/j.tourman.2018.06.035
McIntosh, A., & Harris, C. (2018). Representations of hospitality at The Special Needs Hotel.
International Journal of Hospitality Management, 75, 153-159. Aailable from
https://doi.org/10.1016/j.ijhm.2018.05.021
Rahimi, R., & Gunlu, E. (2016). Implementing customer relationship management (CRM) in
hotel industry from organizational culture perspective: case of a chain hotel in the UK.
International Journal of Contemporary Hospitality Management, 28(1), 89-
112.Available from https://www.emeraldinsight.com/doi/abs/10.1108/IJCHM-04-2014-
0176
Suess, C., & Mody, M. (2017). Hospitality healthscapes: A conjoint analysis approach to
understanding patient responses to hotel-like hospital rooms. International Journal of
Hospitality Management, 61, 59-72. Availablefrom :
https://www.sciencedirect.com/science/article/pii/S0278431916301591