IJFANS International Journal of Food and Nutritional Sciences

ISSN PRINT 2319 1775 Online 2320-7876

SIGNIFICANCE OF COMMUNICATION FOR FRONTLINE EMPLOYEES – PERCEPTION OF HOSPITALITY GRADUATES

Main Article Content

Prof. Prajakta Kedar Parasnis, Prof. Ashima Mandar Deshpande and Prof. Anil Gopal Shinde

Abstract

The concept of communication is to share ideas, views and information with other individuals around you. When the information or views are shared clearly, it is called as Effective Communication. Effective communication is the most essential aspect of any business and workplace. Communication skills are even more important in the hospitality sector as we are directly interacting with the guests. Also, there is lot of coordination required between the operational departments. Hospitality industry offers products as well as services to the customers. The main objective is to provide services to customers to achieve guest satisfaction and repeat business. And communication is an effective tool to achieve the same. The study is focused on the significance of Communication skills required for the frontline employees who need to interact with the guests at different points and for various reasons. The responses were collected from the students pursuing hospitality management courses in institutes from Pune city. The students were pursuing degree courses of three years or four years and some students were pursuing other courses like diploma or certificate courses in hospitality management. A structured questionnaire was formed and floated through Google Forms through the population. Total 81 responses were collected. Analysis of received responses was done with the help of graphs and charts. The results reveal that the hospitality graduates are well aware of the importance of all aspects of communication and the significance of the same in hospitality industry.

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