MGT604: Miscommunication Causes and Solutions in the Hotel Industry

This essay examines the critical issue of miscommunication within the hotel industry, exploring its causes, consequences, and potential solutions. The introduction highlights that miscommunication is a common problem in hotels. The essay aims to identify the factors that lead to communication breakdowns among hotel staff, analyzing the problem through literature review and providing insights into how managers can improve the situation. The importance of effective communication is stressed, with a focus on how poor communication impacts productivity, employee engagement, customer satisfaction, and overall hotel performance. The literature review explores the communication process, the importance of communication in organizations, and how it affects employee job satisfaction, organizational change, and customer relationships. The essay concludes by emphasizing the role of effective communication in improving hotel operations, increasing customer satisfaction, and fostering a positive work environment. Furthermore, it highlights how managers can employ proper communication skills to address the issues related to miscommunication effectively.

Running head: MANAGEMENT
Management
Name of the Student
Name of the University
Author note

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Introduction
The essay throws light on identifying the different kinds of reasons which leads to
miscommunication in the hotels. As commented by Zhang and Venkatesh (2013), the
miscommunication in diverse workplaces is the natural phenomenon which is bound to take
place. The main aim and purpose of the essay are to identify the reasons which cause
miscommunication among employees or staffs working in hotels along with analysis from pieces
of literature. Lastly, the different techniques are required to be identified, which will play a
significant role in reducing such miscommunication and effectively improve the workplace
scenario as well. One of the primary reasons for conflict in the hotels or any other workplaces is
related to miscommunication, and it will be creating a negative impact on the overall
productivity of the workplace. The main aim and purpose of the essay are to understand the
different kinds of techniques which can be incorporated by the managers in the hotels to improve
the scenario and increase the overall transparency among the various employees and employer in
the organizations.
Importance and Analysis of Issues
Due to the miscommunication in the hotel industry or the workplace, there are different issues
which can be faced by the company, and the essential issue is lack of productivity in the
organizations. Firstly, poor communication causes stress among various employees, and they feel
overworked (Wehn and Montalvo 2018). The poor communication limits the entire ability of the
company to optimize the operations and performance negatively. Due to the same, it includes
different problems such as the culture of distrust along with limited engagement of the
employees, uncertainty, along with ineffective interaction between the customers. In addition,
poor intra team along with inter-team communication comes in the way of trusting the cross-

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organization relationships that will be leading to the ineffectiveness in the company along with
employees gets in the way of trusting the cross-organization relationships (Solaja, Idowu and
James 2016).
It has been analyzed that trust is one of the major factors which should be incorporated for the
success of a high-performing work environment in organizations. However, ineffective
communication prohibits the building of the trust factor, and it contributes to the distrust between
the employees, employers, along with guests (Simon 2019). In the hotel industry, communication
plays a major role in welcoming them and understanding their grievances, which will help them
in improving the reputation of hotels. In addition, due to the inclusion of miscommunication, it
will be leading to poor communication limits, the closeness of the relationships as well as the
engagement of employees (Seto and Sarros 2016).
Furthermore, the lack of engagement among employees will be contributing to the lack of
organizational commitment, poor morale, and there can be turnover among employees in an
eventual manner. When the different employees do not receive any kind of support from their
managers such as positive feedback and positive reinforcement, therefore it will lead to
employee turnover, and it will affect the overall reputation of the hotel in a negative manner as
well (Samantara and Sharma 2016). In the hotel industry, the customers are an integral part of
the process as due to them, the overall profitability of the company is gained, and due to
miscommunication, the customers will be changing their preferences, and they will be preferring
other competitors that can lead to the loss of revenue and profitability in the organization (Rosete
and Ciarrochi 2005).

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Moreover, poor communication in the hotel industry with the customers can be the major result
of the internal miscommunication along with poor coaching of the different front-line workers.
Therefore, the poor communication between the customers and the employees in the
organizations lead to limiting the ability of the hotel to build a loyal kind of base of the
customers. In addition, the different communication related issues are magnified when the hotels
does not solicit the feedback of the customers as to identify what is missing in the process of
communication or the experience of the customers as well in the organizations as well which
leads to more distrust among employees and the customers (Penrod, Tucker and Hartman 2017).
Lastly, due to the issue related to miscommunication, the role of the different employees from
various departments is uncertain as when the different employees do not have the idea on the
different activities on which they should work, there will be an increase in inefficiency and lack
of productivity that affects the growth of the company in a negative manner and it will be
creating huge chaos in the workplace environment as there is no coordination between the
employees and employers that lead to the overall inefficiency of the tasks negatively
(Nickolayev et al. 2015). When the employees deal with miscommunication in the workplace,
the productivity of the company goes down, and it will be affecting the morale of employees, and
it will be leading to high turnover among the employees.
Therefore, from the above analysis of the issues related to miscommunication at the hotel
industry, it can be concluded that due to miscommunication between the different employees and
the top employers in the organization, it can lead to dissatisfaction among the different clients
and it will be leading to loss of profitability as the customers will be shifting their focus from the
respective hotel to the other competitors which will be frustrating for the management of the
company (Moore, Everly and Bauer 2016). In order to improve the overall scenario related to

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miscommunication, it can be identified that proper communication skills play a vital role in
improving the issues related to miscommunication and it will be satisfying the needs of the
customers which will be optimizing the performance of the company in an appropriate manner,
and it will be including the effective interaction with the customers that will be helpful for
improving the scenario appropriately (Mohanty and Mohanty 2018).
Literature Review
Process of Communication
As commented by Mo and Shi (2017), communication is defined as the process of
sharing ideas, information along with messages with others in a particular place as well as time.
The communication is an analysis of sending, receiving along with analyzing the information
and meaning. The author commented that understanding and receiving are the two major aspects
which should be considered in the process of communicating information from one person to
another.
There are two kinds of communication which should be considered in the workplace such
as the effective and efficient type of communication that will be helpful in making the process
successful, and the communication process is done at a low cost. Furthermore, as opined by Lu
and Fan (2015), in the communication process, the feedback is the essential element which
should be considered essential as it contributes correctively towards new inputs related to
information along with working towards adjustment of the receiver as well as the sender.
Importance of Communication in Organizations

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As hypothesized by Keyton et al., (2013), the communication is considered to be the
means in order to coordinate communication along with information related knowledge to
develop the successful management of the different activities between employees as well as
employers of the organizations. However, there are different situations wherein poor
communication limits the overall ability of the company to optimize their performance, and it
leads to the culture related to distrust in the organizations. In such scenario, as commented by
Hall (2016), the organizations need to encourage the effective tools related to communication
which will make sure that the top management officials and members of the company should
achieve and accomplish the objectives in a positive manner.
As opined by Femi (2014), in different companies, communication means are the
essential part of the strategy of the entire industry, and it helps in encouraging the different
members of the company and increase the overall satisfaction in the company which will be
leading to incline of the assignment of the companies as well. Moreover, as opined by Dennis
and Bocarnea (2005), the related organizational communication is defined as the process of the
transferred messages wherein it will be inclusive of understanding within the different
departments and divisions. The main objective of the entire communication along with channels
which are utilized in the process of communication is developing along with moderate mutual
and beneficial understanding between the different departments which will positively accomplish
the different fixed goals for the organization.
Besides, as stated by Chuang (2013), effective type of communication is the most significant
element in the workplace and most of the hotels invest a huge sum of money in training the
different employees in helping them to ensure that effective communication is maintained and
the customers satisfaction is provided properly as well. Additionally, it has been identified that

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workplace communication will be helping the workplace to increase the job satisfaction of
employees as it will be increasing the morale of the employees appropriately. The different
researches have shown that effective communication leads to the overall improvement in the
overall performance of the company that will be generating the highest production in the
company appropriately.
Additionally, as commented by Boies, Fiset and Gill (2015), the communication skills
help in improving the workplace culture, and it enhances the relationship between the
employees, owners along with the customers present in the organization which will be generating
the success for the growth of the company and everyone becomes cooperative in achieving the
different goals as well. As opined by Boies, Fiset and Gill (2018), the positive point of the
communication skills is that the different employees are treated as a special number and the
skills help in improving the ability of the employees to understand the business circumstance
along with improving the confidence to interact with the others.
As commented by Bird and Mendenhall (2016), the effective style of communication
helps in bringing out the organizational change, which is positive in nature. The organizational
communication is the process wherein the different members gather the pertinent information
about the organization and the different changes which are occurring within it. As commented by
Beauchamp, McEwan and Waldhauser (2017), the organizational communication has two major
objectives in which the first objective is to inform the workforce regarding the tasks as well as
policy issues of the company. On the contrary, the second goal is to construct a proper
community within the organization. During introducing any kind of change in the hotel, which
will be indicating the level of change, and it will make the process more efficient.

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Proper communication during the unfreeze stage is essential as the main objective is to prepare
the different employees as well as the organization for change. In such a scenario, the resistance
will increase at a huge rate; however, the company needs to communicate the need for change as
it will increase their morale and they will feel that they are involved. The communication
regarding the need for change through pointing discrepancies between the desired and actual
outcomes play a vital role.
In addition, as commented by Alvesson and Sveningsson (2015), the communication
during the moving stage when the implementation of change is done, and in the respective
process, many employees feel that they are not being involved, and it causes a lot of
uncertainties. Thus, communication is the most crucial element as it will be essential in making
the employees understand the requirement of change appropriately. Lastly, during the stage of
refereeing, the main or primary objective is to build proper structures as well as processes which
will be supporting the new ways. In such scenario, the communication is the crucial element as it
will help answer the questions of employees regarding the rewards, control as well as
relationship roles (Aga, Noorderhaven and Vallejo 2016).
Therefore, from the literature review, it can be identified that effective as well as
appropriate communication is the vital ingredient in the success of the change program. The
internal communication helps in representing communication along with interactions between
members and employees of the organization. The change communication is the most appropriate
element as it will be assisting in minimizing the uncertainty along with gaining commitment
among the employees.
Analysis

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From the overall analysis of the literature review, it can be identified that information
plays an effective role in managing organizational effectiveness. The different aspects of the
work which is performed depend on communication, and the problems arise when there is
miscommunication between the employees and employers working in the companies. Due to the
miscommunication between the different employers and employees of the company, there can be
the impact on the productivity of the company along with consequence related to missed
deadlines which can affect the overall growth and effectiveness of the company along with the
employees working in the respective hotel (Alvesson and Sveningsson 2015).
Proper transparency plays a beneficial role around the hotel communication that can be
effective in balancing the trust and control among the different hotel staffs. Proper inclusion of
the staffs in staff members in the different open conversations along with communicating goals
as well as reasoning helps in providing a sense of belongingness, and it will help encourage
engagement across the entire company as well. The transparency is the core element which
should be included in the process of communication in the workplace as it will be enhancing the
transparent corporate values along with increased engagement of the employees in the hotel as
well (Bird and Mendenhall 2015).
When there is non-cooperation between the different employers and employees, it gives
rise to miscommunication that will be affecting the growth and profitability of the company
negatively. In order to improve the respective scenario and gain competitive advantage in the
market, there can be different techniques which can be applied by the managers of the company
such as introduction of learning to communicate procedure as it will be helpful in putting forth
some important information, and it will generate equality and high morale among the employees
to improve their process of solving the different tasks in an accurate manner (Chuang 2013).

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In the scenario of managing the hotel, there can be launching of the buddy system for the
new hires as well as existing employees working in the organization. During the buddy system,
the main approach which can be incorporated is that there will be cross-departmental
communication which will be bonding the forged in buddy process, and they tried to surface the
different needs along with developing different ways to collaborate on the projects across the
different departments which will make the communication effective (Boies et al. 2015).
Furthermore, the other way as to improve the process of communication is through going
offsite for the team building prospects as the team building exercises can be helpful in removing
the communication barriers and the employees in the hotels can be able to communicate in an
effective manner with the different clients and other employees in a proper manner (Lu and Fan
2015). The team-building exercises will be helpful for the company to engage the employees in
communicating with one another, and it will be enhancing the skills and communication will be
helpful in managing the process appropriately.
The managers need to understand the different kinds of viewpoints of the employees
present in the companies as it will be helpful for them to analyzing the strengths and weaknesses
that will be opening the line of communication which will be prioritizing the level of
communication, and it will be enhancing the process of communication appropriately (Rosete
and Ciarrochi 2005). Proper information and inspiration play a vital role in making
communication effective as it will be enhancing the morale of employees, and it will be assisting
them in performing in an appropriate manner as well. The follow-up is the most significant
aspects which should be incorporated by the companies, which will be helpful in maintaining
efficient workplace communication.

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Moreover, from the overall analysis of the communication aspect in the workplace, it can
be identified that the clear vision is required to be incorporated in the organization which will be
enhancing the scenario and gain competitive advantage. The personal level of communication is
the most effective technique which can be incorporated by the managers in the hotels as it will be
minimizing the gap in the process of communication appropriately. In order to make
improvement in the process of communication, the managers in the organizations need to create
regular contact with one another along with employers in the company from top to bottom as it
will be increasing morale of employees, and it can be helpful in improving the scenario of
miscommunication in a positive manner (Samantara and Sharma 2016).
Concluding Recommendations
Therefore, from the overall analysis and identification of the different kinds of issues
related to miscommunication, it can be concluded that proper and effective communication plays
a major role in the company as it will be helpful in improving the morale of employees and it
increases the overall productivity of the company in a positive manner.
Communication is the crucial element within the business as an efficient communication
process helps in fostering the good working relationships with the customers of the hotel along
with improving the morale of the employees in the company as well. The effective
communication is significant for the different managers in the hotel industry as it will help them
in performing the basic functions of the management such as planning, organizing, and leading
along with controlling related activities.
In order to improve the communication in the hotel or any other workplace, it can be identified
that there are different kinds of strategies which can be adopted by the hotels to improve the

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overall scenario and make the employees feel more comfortable as there will be the inclusion of
transparency in the workplace as well. Firstly, the managers in the organization need to create
communication friendly workplace such as the inclusion of encouragement of the social
interactions that will be inspiring employees in performing the tasks and it will be building
relationships with the colleague.
Moreover, there can be introduction of keeping the communication constant wherein
instead of relying on the annual reviews to communicate with the different employees, there can
be scheduling monthly one to one basis communication with the employees which will be
helpful in making the employees in updated regarding the different activities which are required
to be included in the program. The training and development programs are required to be
analyzed effectively as it will be helping the different individuals in managing the behaviour of
the different employees as it will be enhancing the awareness relating to the behavior which will
be helpful in making relationships between the managers as well as teams and improve the
process appropriately.