Staff members who are guest-facing are characterized as such...

    What do you think should be the most important quality of a hotel manager? If someone were to ask me, I’d say it would be the capability to communicate effectively with the staff, colleagues and guests. In this new age of electronic communication, one should not forget that effective verbal and non-verbal communication skills should be emphasized and wellexecuted in the hospitality industry.

     Compelling communication skills are important in a hotel regardless of some staff members not being guest-facing. A few hotels spend considerable amount of money on training their staff to interact with the guests. Good communication skills are a learned art and not a natural skill so one should consider training to enhance staff skills. Excellent communication skills enhance guest experience as this conveys that you are listening to your guests, valuing their feedback and conveying clear messages. Apart from communicating with the guests, your staff ought to know how to write emails. Good communication skills will impress your guests which will further prove beneficial to your hotel business.

     Not only does the staff need to communicate successfully with the guests but also with other department employees. Few of the staff members might be able to speak in manageable English but those who don’t have English as their first language suffer due to their inability and fail to understand simple instructions and information […] Hotels should emphasize on providing communication skills training courses which cover everything from basic communication techniques to advanced empathy skills program.

(adapted from http://www.hotelogix.com/blog/2014/10/17/benefits-of-effectivecommunication-in-the-hotel-industry/)