Nearly every career requires good communication skills, but in the hospitality industry, it’s essential. Hospitality managers interact with customers, staff and suppliers frequently. Each individual has unique needs and concerns, and an effective hospitality manager learns to listen carefully, address each need clearly and resolve issues to achieve satisfactory outcomes.
For those pursuing a management position in hospitality, learning strong communication skills will be foundational. Whether your focus is branding and marketing, human resources management, facility management or basic business functionality, the online Master of Science (M.S.) in Hospitality Management program from Lamar University instills the skills to be successful.
What Is Hospitality Management?
Broadly, hospitality managers oversee the day-to-day administrative, operational and commercial activities of a business in the hospitality industry. While this includes hotel management, it also includes related industries such as food and beverage, travel and event management. A wide range of departments falls under the hospitality manager’s oversight, including concierge, reception, maintenance, housekeeping and spa services.
Responsibilities vary based on the type of facility and the services they provide. In addition to managing daily operations, duties often include accounting, budgeting, interviewing, training and managing staff, handling customer complaints and inquiries, ensuring health and safety compliance, and broader initiatives like sustainability.
A variety of careers in hospitality management can include hotel manager, casino manager, flight attendant, restaurant manager, food and beverage director, entertainment manager and event planner. To give an idea of the salaries of those in hospitality management, the U.S. Bureau of Labor Statistics (BLS) reports that the average annual salary for lodging managers is $68,130, while food service managers earn $65,310.
The Role of Communication in the Hospitality Industry
When engaging customers, it quickly becomes obvious how crucial it is to consider clients’ specific needs. In addition to working with individuals with a variety of disabilities, you will likely interact with people with food sensitivities, allergies or other requirements. Encouraging inclusivity and mutual understanding requires clear communication with staff and customers.
Communication is reciprocal, so active listening is vital to effective communication. Whether speaking on the phone, face-to-face, using written communication or any other mode of communication, it is essential to listen carefully and communicate clearly. Leaders must learn to tailor their approach when working with customers, staff, suppliers, upper management or the community.
Verbal and Nonverbal Communication
The chosen words and the manner of their delivery are the foundation of verbal communication. The use and comprehension of body language is nonverbal communication. To avoid misunderstandings, be aware of any communication difficulties someone may have. For example, people with sensory impairment or neurodiversity may require slower speech and repetition.
Being patient and sensitive to a person’s body language can help determine if they understand the message. When people have confidence, maintain eye contact, avoid fidgeting and smile, they communicate open engagement, active listening and respect for the speaker.
Obstacles to Effective Communication in Hospitality
Communicating effectively in the hospitality industry requires understanding language differences and other relevant communication challenges. Hospitality solution provider MEWS outlines lists some obstacles to successful communication:
- Cultural barriers and language differences: Awareness of cultural differences and norms can help avoid offending someone accidentally.
- Lack of compassion: Guests may be impatient or rude for a variety of reasons, so it’s necessary to show empathy and understanding. Patience can de-escalate tension.
- Ineffective listening: Paying full attention, acknowledging the speaker and offering thoughtful responses helps build trust and rapport.
- Accessibility: Not all disabilities are apparent, so training staff to recognize and respond to various accessibility needs ensures all guests feel welcomed and understood.
Prepare for a Career in Hospitality Management
Gain expertise in hospitality management practices and develop vital skills in a variety of business specializations through Lamar University’s online M.S. in Hospitality Management program. Graduates build a versatile knowledge base suited for a variety of settings.
Courses like Research Methods in Hospitality, Leadership Strategies and Service Management foster the communication insights necessary for a career in hospitality management. Leaders who value interpersonal relations will set the standard for staff and consistently satisfy customers.
Learn more about Lamar University’s online Master of Science in Hospitality Management program.
