As a hotel manager, I’ve learned that the difference between a good team and a great one often comes down to one thing: communication. Not just casual conversations or daily briefings—but structured, intentional, and adaptive communication protocols that align everyone from the front desk to the executive suite.
Here are five practical strategies from the Lead Communication in the Workplace course that every operational leader should implement to elevate team performance and guest satisfaction.
1. Start with Information Needs—Internal and External
Before you can lead communication, you need to understand what information your team needs—and where it comes from.
- Internal data like sales reports, HR metrics, and guest feedback help you make informed decisions.
- External sources—industry trends, supplier updates, and government regulations—keep your strategy relevant.
Real-world tip: Use daily huddles to share internal updates and a weekly digest to highlight external insights. This keeps your team informed and agile.
2. Build a Communication Protocol That Works for Everyone
Communication protocol isn’t just a document—it’s a culture. It defines who communicates what, to whom, how often, and through which channels.
- Use bulletin boards, digital displays, and team meetings to reinforce key messages.
- Promote circular communication—encourage feedback from all levels, not just top-down directives.
Real-world tip: Involve a cross-functional team in drafting your protocol. Housekeeping, F&B, front office—they all have unique needs and insights.
3. Choose the Right Tools for the Job
From Slack to Teams, from Lifesize to Monday.com—tools are only effective if they’re used with purpose.
Match the tool to the task: urgent updates via instant messaging, project tracking via dashboards, and sensitive discussions in person or via video.
Avoid overloading your team with too many platforms. Simplicity drives adoption.
Real-world tip: Create a “communication toolkit” cheat sheet for your team that outlines when and how to use each platform.
4. Set Clear Policies—And Live by Them
Communication policies aren’t about control—they’re about clarity and consistency.
- Define expectations for social media use, cell phone etiquette, and data privacy.
- Provide channel-specific guidelines—what’s appropriate for email isn’t always right for chat.
Real-world tip: Review your policies quarterly with your team. Invite feedback and adjust based on what’s working (or not).
5. Adapt to Context and Style
Not everyone communicates the same way. Your protocol must be flexible enough to accommodate different personalities and situations.
- Learn to recognize styles: the Aggressor-Asserter, the Socialiser, the Mediator, and the Analyser.
- Adjust your tone, pace, and medium to suit the audience—whether it’s a guest complaint or a team brainstorming session.
Real-world tip: Role-play different communication styles in team training. It builds empathy and sharpens adaptability.
Ready to lead with clarity and confidence? Enroll in Lead Communication in the Workplace and transform the way your team connects and collaborates.
If you’re committed to leading with clarity, building high-performing teams, and driving long-term success, the Advanced Diploma in Hotel General Management, endorsed by the Institute of Hospitality, is your next strategic move. It’s designed for leaders who want to go beyond managing tasks—and start shaping the way their organizations communicate, collaborate, and grow.
