Glenmore Hotel: Improving Staff Communication for Business Success

This report analyzes the communication practices within the Glenmore Hotel, a hospitality business known for its diverse workforce. The study examines the importance of effective communication in the business environment, highlighting how strong communication skills contribute to customer satisfaction and overall business success. The report identifies both good communication practices, such as empathy and effective listening, and breakdowns in communication stemming from issues like language barriers, power dynamics, and cultural differences. A key finding is the impact of stereotypes, prejudice, and time constraints on staff interactions. The report concludes by suggesting improvements such as encouraging two-way feedback, clarifying roles and responsibilities, building team spirit, addressing diversity issues, and involving staff in decision-making to foster better communication and achieve business objectives.

Business Communications

Executive summary
Business communications are needed for every company in order to satisfy both
employees and customers. An effective communication skill adopted by business organizations
provide benefits in positive ways and leads to achieve overall objectives. In this present study,
communication skills of hotel Glenmore staff are explained. Problems created due to breakdown
of communication between staff are also discussed and some recommendations are also provided
to bring improvements in the staff communication.

Table of Contents
Executive summary......................................................................................................................................2
Introduction.................................................................................................................................................4
Main body....................................................................................................................................................4
Analysis section 1: Analysis of good practice.....................................................................................4
Analysis section 2: Causes of the communication breakdown..........................................................5
Analysis section 3: Managing Improvements....................................................................................7
Conclusion...................................................................................................................................................8
References...................................................................................................................................................9

Introduction
Business communications are very important in today’s competitive business
environment. Every business organization needs to use effective and efficient communication
skill that can result in the best outcomes for the company. Effective communication act as a
nervous system for business as it keeps employees informed about the happenings within
business organizations. Glenmore hotel operates its business in hospitality sector and also
organize events. Glenmore hotel is considered as industry leader as they believe to recruit its
expert staff from many cultures. Following study will discuss about the skills available in the
staff of hotel Glenmore. The study will also cover the causes of communication breakdown in
the hotel staff. Improvements and recommendations are further explained which can bring
effective solutions for improving team’s communication.
Main body
Analysis section 1: Analysis of good practice
Every employee of an organization makes it possible to attract customers and satisfy
them. Customers get attracted towards way of communicating of employees. Especially
hospitality sectors needs to have recruit personnel with effective communication skills that can
attract customers and makes them satisfied(Toland and Guidera, 2017). Glenmore hotel aims at
recruiting and selecting employees who have certain communication skills and factors that bring
positive outcomes. There are certain factors and skills present in staff people of Glenmore hotel
and some of them are explained as follows.
Empathy: staff of Glenmore hotel has empathy for its customers which means they are able to
understand what customers expects and wants. This makes employees understand the behavior of
its customers and satisfy them. Empathy factor makes employees understand the behavior of
other employees as well. This leads to effective communication between them. But there are
employees from different parts of the world and having different cultures and values, this creates
a communication gap for them and they lack empathy.
Different types of effective listening: Glenmore hotel’s staff is able to effectively communicate
with its customers. They also have effective listening skills which make them understand the
wants of customers and according satisfy them. Effective listening refers to that employees have
the capability to understand what speaker said and meant. There are various types of effective
listening methods such as appreciate listening, relationship listening and empathetic listening.
Effective listening makes effective communication between people and it also helps in effective
supply of information from one person to another(Sigala and et.al., 2016). Effective listening
needs to accurately used in communication between staff members, this will lead to breakdown
of problems happening between various team members of Glenmore hotel.

Listening process: this process involves various stages to complete the effective transfer of
information from one person to another. Listener needs to receive message or information from
speaker, and then he needs to understand and evaluate the message and then accordingly respond
to it(Toland and Guidera, 2017). This makes effective communication between to two person
and effective transfer of information. Glenmore hotel’s staff is lacking these skills as they do not
effective listens to other employees or team members and which leads to create problem in
communication. Listening effectively to other team members will make easy and effective
transfer of information between them and will bring positive outcomes.
Direct approach: in direct approach, people says what other people thinks and feels and this also
referred to as active and effective listening or feedback. Direct communication is straight
forward communication as it is very clear. Direct approach of communication is used when
message or information do not requires convincing factors. Staff of Glenmore hotel fails to use
direct approach of communication when providing information. Direct approach of
communication will lead to provide accurate information, such as discussion of what clients’
wants, etc.
Indirect approach: this approach is generally used when situation of refusal or decline arises.
Glenmore staff uses indirect approach and blames each other for problems or issues happening in
hotel. Chef, event staff and restaurant staff blame each other for not problem. Effective
communication happens when indirect approach used in positive way by appreciating views of
others and answering in details and tactfully(Tindill and Coplin, 2016).
Analysis section 2: Causes of the communication breakdown
Communication breakdown between staff members and other employees leads to create
problems for overall business organization. Hospitality sector needs to have staff that can
communicate effectively which makes its customers satisfied and brings positive outcomes.
Glenmore hotel’s staff is facing issues in sharing of accurate information which leads to create
problem for overall hotel and affects productivity and profitability. Communication breakdown
happens in Glenmore hotel occurs because receiver’s perception is different from perception of
speaker. Glenmore hotel aims at recruiting its employees from different parts of world and
people of different cultures which leads to create different per caption and views. Following are
some problems and issues which breakdowns the effective communication.
Power creates communication breakdown when employees are given wrong position or
authority. This also happens when person with power or authority makes wrong use of it. Top
management needs to provide roles and responsibility top employees according to their
capability and make use of effective communication and power. Team members such as events
staff and restaurant staff makes wrong use of power which lead to create communication
breakdown. Glenmore hotel recruits its employees from various different cultures which also
creates communication breakdown(Swierz And et.al., 2017).

Language barrier- This is one of the biggest barrier of communication in Glenmore Hotel as
they used to recruit from various region which resulted in understanding of languages of
employees. It also creates distance among the employees and managers. Thus, in order to
overcome this barrier, management should provide training on common language(Sparks and
Loucks-Horsley, 2015).
Inter-personal barriers- It refers to the elements within the individual's personality which acts
as a barrier in receiving, analyzing and interpreting the information that is available at
workplace. There are different types of intra-personal barriers in an individual's personality. In
order to overcome this barrier among employees of Glenmore Hotel it is very important that
managers should use simple words and techniques while communicating the information.
Barriers in communication: There are several barriers occurs in communication in which use
of jargon is also type of barrier which create impact and increase over complicated unfamiliar
and technical terms. Furthermore, emotional barriers and taboos in which some people find it is
difficult to express their emotions. Due to lack of attention, interest, distraction or irrelevance to
the receiver also create barriers in effective listening(Sigala and et.al., 2016). There are different
kinds of information must be regulated that assists to solve issue of barriers. Perception and
viewpoint are two different points that must be considered to focus on the appropriate working
system. As a result, it is essential to implement appropriate communication.
Stereotyping : It is considered to be as the biggest communication barrier which is presently
faced by Glenmore hotel. In stereotyping people makes assumptions about others due to changes
in culture as well as difference in view, opinions and belief. It has direct as well as significant
effect on the behavior of individual. Stereotypes may lead ineffective communication when an
individual communicate with other people(Hopkins, 2013).
Formality: Social norms is considered to be the major communication barriers. These types of
communication barriers have direct as well as significant effect on individual status as well as
image in an organization. It also have adverse effect on individual relationship with other people
at workplace.
Time Focus: Time focus is the another cause of communication breakdown under which people
face time restriction and limitation due to which they cannot easily connects their thoughts with
anyone else within the cited organization. For that, company needs to make feel employees free
to ask anytime anywhere.
Attitude towards gender: this is the another or major cause of communication barrier due to
which people get hesitate to talk with each other. In order to develop the proper understanding
and best leading goal target(Harvey, Jas and Walshe, 2015). For that, cited company needs to
reduce the distance between female and males to get more interaction with each other.
Prejudice is referred to be an attitudinal barrier to communication where it basically indicates an
undeniable force in the society and can be easily detected in the most open-minded people. It

depicts an irrational attitude of one person which is strangely unaffected to balanced influence.
This in turn results in communication breakdown with a main concern of negatively impacting
upon diversified teamwork. A similar state of affair has been found to exist in Glenmore Hotel
where an undesirable sense of prejudice is becoming a hindrance in communication while
working in teams(Fenstermacher and Berliner, 2014).
Racism is referred to be yet another concerning aspect leading to the breakdown of
communication in Glenmore. Racism is basically referred to be a culture clash leading to allow a
racist to disregard the culture of another person (Wood, 2013). This in turn results in
communication breakdown for not being enough respectful towards other’s linguistic difference
or cultural beliefs, etc.
Analysis section 3: Managing Improvements
Glenmore hotel aims at managing effective communication between its staff employees
so that it can effectively handle its business activities and customers. Managing effective
communication between staff will allow Glenmore to achieve its overall goals and objectives and
also to satisfy its customers. Combination of methods of effective communication can bring
positive and effective outcomes. Following are some methods of improvement of communication
are given which can make effective transgender of information between staff employees.
1. Encourage two-way feedback: Glenmore hotel needs to aim at identifying factors from both
the sides of problem. Two-way feedback will facilitate to identify the actual problem and reason
behind creation of it and it can be solved easily.
2. Clarity of roles and responsibilities: Glenmore hotel needs to accurately divide roles and
responsibilities in the staff employees and also needs to clearly explain about it. So that every
employee understand their roles and effectively perform their duties. If team members are
unclear about what is expected from them, they will lead to put their efforts in wrong direction.
Clarity of roles and responsibilities will guide staff about their respective responsibility for
completing the task.
3. Building team spirit: communication between staff members can be developed by
encouraging team spirit between them. Team spirit and cooperation will lead to build effective
communication and bring positive outcomes. This leads to build trust for other team members
and allow opportunity to know each other. Team spirit can be created by arranging team
development activities or programs.
4. Understanding diversity issues: Glenmore hotel recruits its employees from different parts
of world which leads to create diversify culture. If staff are facing issues of diversified culture in
business environment, this needs to be resolved by management of hotel. Staff members needs to
tell and clarify issues happening so that solution can be made accordingly.
5. Make involvement of staff in decision making: Glenmore hotel needs to make its staff
members taking part in decision making process so that their views and ideas can be identified.

Involvement of employees and staff members in decision making facilitate effective
communication and transfer of information and ideas. This also leads to bring cooperation
between staff members and breakdowns communication gap(Deery and Shaw, 2015).
Conclusion
Every business organization needs to have effective and efficient employees that can help
in satisfying customers and can also manage to achieve overall goals and objectives. Effective
employees need to communicate effectively so that it can lead to proper co-operation among
them and results in positive outcomes. Good practice of communication adopted by hospitality
sectors brings effective results and breakdown in communication between staff members can
bring problem and affect business operations. Various factors brings changes and affects
communication between staff and employees which may lead to create problem for overall
organization.

References
Books and Journal
Deery, M.A. and Shaw, R.N., 2015. An investigation of the relationship between employee
turnover and organizational culture. Journal of Hospitality & Tourism Research, 23(4),
pp.387-400.
Fenstermacher, G.D. and Berliner, D.C., 2014. A conceptual framework for the analysis of staff
development.
Harvey, G., Jas, P. and Walshe, K., 2015. Analysing organisational context: case studies on the
contribution of absorptive capacity theory to understanding inter-organisational
variation in performance improvement. BMJ Qual Saf, 24(1), pp.48-55.
Hopkins, D., 2013. Creating the Conditions for Classroom Improvement: A handbook of staff
development activities. David Fulton Publishers.
Sigala, M. and et.al., 2016. The adoption and diffusion of multimedia technologies in the
tourism and hospitality sectors. Information and communication technologies in
tourism, pp.397-407.
Sparks, D. and Loucks-Horsley, S., 2015. Five models of staff development. Journal of staff
development, 10(4), pp.40-57.
Swierz III, N.F. And et.al., 2017. Method and system for implementing workflows and managing
staff and engagements.
Tindill, A.S. and Coplin, L., 2016. Evaluating Staff Development Activities. Education
Canada, 29(1), pp.16-23.
Toland, L. and Guidera, J., 2017. Sustainability.
Online
Wood, G., 2013. Is it Racism, a Culture Clash or a Breakdown in Communications?. [Online]
Available through: <https://psycentral.wordpress.com/2013/04/10/racism-culture-clash-
breakdown-communication-dr-gary-wood/>