Communication Methods in Hilton Hotel

This report analyzes communication methods and their impact on customer perception within Hilton Hotels. It examines four key methods: written communication (letters, memos, reports, online bookings), body language (gestures, facial expressions impacting customer connection and conflict resolution), face-to-face communication (interviews, meetings, improving customer understanding and employee relations), and online communication (bookings, promotions, cost and time savings, client acquisition). The report highlights how each method contributes to customer satisfaction and overall business success. It emphasizes the importance of effective communication in building positive customer perception and achieving business objectives within the hospitality industry.

COMMUNICATION METHODS AND ITS USES
Written communication
Written communication is a process which starts when a person (the sender) observes idea and translates them into message in written way. Written
communication in Hilton hotel takes place through letters, memo, reports, job applications and resumes, meeting notice for employees, meal orders, reviews
by customers, membership application form, enquiry and bookings by the customers.
 It provides permanent record to employees, management and consumers.
 In Hilton, it is further used in proper delegation of work.

Face to Face communication- Face to face communication
may be in the form of verbal and non verbal. In this sender and
receiver are physically there at the place of communication.
This helps to create conversation and also aids to get feedback
from receiver of the message at the same time.
 Face to Face communication is used for Interviews,
Public lectures, Workshops, Conferences and meeting in
Hilton.
 In Hilton, managers exercise Face to Face
communication for identifying and analysing customers
need and expectation. Then it improves profits,
goodwill and customer satisfaction.
 It improves communication in between managers and
subordinates in Hilton.
Online communication- when communication is executed through
computer and internet then it is  This type of communication is used
by customers for bookings and
meal orders.
 Online communication can also be
used in the online promotion of
Hilton.
 It saves time and money of
consumer and increase number of
customer in hotel.
 It provides scope to get new clients
for Hilton.
 In Hilton, Online communication
is also utilized for updating the
upcoming events and services
given by the hotel.

Body language communication- It is the communication where there is absence of speech. Body language communication includes expression of
feelings and thoughts by gestures, posture, facial expression, eye contact, touch and space. In case of Hilton, the present form of communication may
help in:
 It will help to connect customers in better way.
 It bring down conflicts between employee and client.
 It enhance chance to taken new opportunity.

Customer’s perception can be defined as the manner by which consumers perceive the product and service that are offered by a company.
It is influenced by the kind of service that is offered by the company. In case of Hilton hotel, consumer perception can be influenced
positive and negative manner.
How customer perception is influenced by customer service

Negative consumer perception
 Negative impact of bad
services on customer
perception is that it will
distract client from Hilton.
 It can possible that number
of future customer will
decrease.
 Then profit of Hilton is
reduced automatically.
Positive consumer perception
 If employees provide quality
in services then it enhances
satisfaction level of
customers.
 The service quality creates
effective impression on
consumers.
 The special attendance given
to consumer might increase
number of new clients
because they give word
mouth publicity of Hilton.
 Physical facilities are more
attractive factor for
customers. Good service
gives emotional attachment to
customer in Hilton.
 It increases sales and profits
of hotel.