The primary purpose of hotels is to provide travelers with shelter, food, refreshment, and similar services and goods, offering on a commercial basis things that are customarily furnished within households but unavailable to people on a journey away from home. Establishments in the hospitality industry are divided into five categories. Transient, or commercial, hotels make up three-fourths of the hotel business in the United States and cater to commercial travelers, business people, salespeople, and tourists. Motels, or motor inns, are generally located near highways and airports and in small cities; residential hotels provide permanent or semi permanent housing on a weekly, monthly, or sometimes yearly basis; resorts are hotels that offer recreational or social activities in addition to lodging; and convention hotels and centers are used as meeting places for large groups or businesses, or for major exhibitions.
As well as providing lodgings for the conventioneers, convention hotels and centers must have state-of-the-art audiovisual and technical equipment among other services to stay competitive and attract business. How to operate sustainable in today’s dynamic, structured and complex environment is becoming a difficult target for all tourism professionals. Tourism has serious effects on various stakeholders in destinations because it is both a source of profit and a potential source of negative effects at a social, environmental and economic level. Sustainable operation requires increasing the tourist value of a destination through the strategic management of available assets, leading to the creation of a product or service that is an added value, not only for the tourist but also for all the local stakeholders. The relationship between tourism and innovation has become stronger and more intense lately. Destinations cannot remain practicable without the implementation of proper business innovations. In these circumstances hotel owners and hotel managers have the opportunity to present new products or services that improve quality, thus both meeting the changing preferences of potential customers and increasing their market share, sales and profits.
In today’s world of globalization and border-less economy, effective communication is crucial for successful functioning of any industry. English has emerged as the language of business and trade and is accepted as the standard for communication. Effective communication, therefore, ensures a balance between organizational objectives and each party’s views leading to streamlined actions as well as organizational success and profitability. Tourism industry is one of the fastest growing sectors and a major revenue earner, not only in the INDIA, but of various economies all over the world. Hotel industry, which is an integral part of the tourism industry, is diverse in nature as it accommodates employees and guests, with different language, ethnic and cultural backgrounds. Hotel industry is a core service industry which revels in people interaction and experiences. As English is the language of the globalized business world, effective and excellent communication and adequate English language competency is essential for better guest experience and hence better efficiency, productivity and , in the long run, profitability of the hotel industry. Hospitality is a harmonious mixture of tangible and intangible components- food, beverages, beds, ambiance and the environment; and the behavior of staff .With the growth of hotel industry in India communication competence of the staff requires scholarly attention today.
The scope of the present study is focused on the hotel sector of the hospitality industry. The employment of proper communication strategies in the hospitality industry all over the world is an important aspect that ensures satisfaction of the management, staff and customers. Communication is vital to the customer because it imparts a feeling of satisfaction as he pays for the product and for the service being offered. Communication in hotel industry covers mainly two areas: customer service and the interactions between the staff and management . A proper coordination between two is therefore essential for high quality services expected of the industry. Proper hospitality communication between the staff and the management also adds value to the services and products being offered. Good communication between staff and management is the epitome of communication in this sector because it is passed to the level of communication between staff and guests.
Effective written English Communication skills are of key importance in the hospitality and tourism industry, as guest satisfaction is the key driver to revenues. Employees in this sector must develop the necessary communication skills to fulfill tourist requirements. In return, efforts employed on communication are analyzed according to their impression on guest satisfaction. For hospitality organizations, internal written English communication serves as the nerve center, which if not functioning properly leads to loss of guests and eventually the organization fails. Additionally, advanced internal solutions to communication form the basis of a wide range of guest services, enhancing guest motivation to stay. In return, satisfied guests lead to a stronger and more competitive market position, customer loyalty and increased profits. Achieving tourist satisfaction requires an understanding of performance expectations.
Hence proper written English communication skills are of high importance to hospitality practitioners in different position levels. To ensure quality and performance standards in this industry, the supply and demand side should be able to communicate effectively. Besides oral communication, written communication skill also plays an important role because if properly used in the organization, it enhances effective performance of its employees, which in turn results in growth and development from high productivity and efficiency. Oral communication smoothness the speedy functioning while written communication creates working environment by eliminating misunderstanding, confusion and distortion of information. Written English communication also enhances a sense of work satisfaction and promotes interpersonal relationship through the use of powerful words, messages and presentation. Efforts need to be made to bring written English competency equally in practice.