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Sample of Management Research Paper

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also work in the same

also work in the same way, only that the response is achieved immediately to capture the customer response to the services provided. Customer complaints should be resolved in the shortest time possible. Evaluation comes in the sense of following up the resolution of customer complaints within a week. This helps in determining whether these solutions served to meet the customer needs. 2 . 1 E v a l u a t i o n o f t h e d i f f e r e n t c o m m u n i c a t i o n m e t h o d s In many business industries, communication is an important aspect that oversees the success of the business.in the hospitality industry, communication is a skill that is mostly used since the industry involves a lot of customer-facing roles. Communication begins from the moment the customer makes contact with the staff of the hotel.it continues as long as the customer relationship lasts and it overlaps with the marketing promotions used by the industry players. Good communication means that the message is conveyed properly, using the correct channel and that it reaches the intended recipient. When proper communication is not achieved, the result is misunderstandings that may result in greater conflicts. A breakdown in communication also has the same results as incorrect communication.in this regard, it is important to ensure that the communication process is carried out

effectively between the sender and the recipient.in addition, the message must be very clear and simple to execute to ensure successful completion of the communication channel. Generally, communication is divided into verbal communication, on-verbal communication, written communication, representative visual and representative aural.in the hospitality industry, all these forms of communication apply since it is mostly a customerfacing industry. Verbal communication is the most common method of communication in the hospitality industry and it applies to both the staff and the customers. Verbal communication simply means that when the sender speaks to the receiver, he does so by speaking directly to the receiver either face to face or by use of a telephone. For instance, when a customer walks into a hotel to check in, he or she heads straight to the front office desk. The staff at the front office will speak directly face to face with the customer to establish his needs. Alternatively, verbal communication can also take place when the customer calls up the hotel top make a reservation or make an enquiry. Non-verbal communication is very common in the hospitality industry. On-verbal communication involves sending the message between two groups, either directly or indirectly .direct nonverbal communication involves the use of signs or gestures to send a message.an example is the sign that is used to warn of a wet or slippery floor. Indirect non-verbal communication involves sending the message through expressions, physical attitudes and body language. Staff members in the hospitality industry are taught to always smile with the customers. When a staff member sees a customer passing by and he or she smiles at the customer that is an example of an indirect non-verbal communication.

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