Communication

Communication in hospitality means transmitting information clearly, professionally and warmly whether to a guest or a teammate.

PILLAR

MEANING

EXAMPLE IN ACTION

Clarity

Speak simply and understandably

“Your table will be ready in 5 minutes.”

Courtesy

Be polite and respectful in every interaction

“May I assist you with your luggage?”

Confidence

Deliver information calmly and with certainty

“Yes, the chef can adapt that to be gluten-free.”

Consistency

Communication the same way across shifts & staff levels

Every team member greets guests with a smile.

Why it matters? 

Sets the tone for the guest experience.

Creates trust and emotional comfort.

Improves team coordination (especially during busy service).

Drives positive reviews and tips.

In hospitality your voice is your brand. Guests won’t always remember the food or the decor but they will remember how they were spoken to.

✅ DOs

Speak clearly and slowly

Use Warm, positive language

Confirm and repeat orders/info

Use names when possible

❌ DON’Ts

Mumble or speak too fast

Use negative or closed phrases

Assume or guess what guests want

Be impersonal or robotic 

SITUATION

NEGATIVE PHRASE

POSITIVE ALTERNATIVE

Dish unavailable 

“We don’t have that.”

“That dish is currently unavailable, but I recommend…”

Delay in service

“It’s late.”

“Thank you for your patience, your order is on its way.”

Guest asks a tricky question

“I don’t know.”

“Let me find that out for you right away.”

Key phrases to practice

❌ DON’Ts

No problem

Unfortunately 

You have to…

I’ll try

Yep

Ok

At wait / two seconds

What do you want?

I put you on hold

It’s over there

Are you ready to order?

Would you like a drink?

Is everything ok?

Please calm down

That’s not my job

I am busy right now

Good afternoon/evening

 ✅ DOs

My pleasure. Absolutely. Of course

I regret that I am unable to do so, as an alternative…

May I suggest…

Let me address that for you

Yes

Excellent. Perfect

Allow me a short moment…

How may I assist you?

May I put you on a brief hold, please?

Allow me to guide you. This way please

Can I help you making a decision?

What do you care for?

Do you need anything else at the moment?

I apologise, thank you for letting me know

Let me get… so we can best address your needs

Alle me a short moment

Good afternoon/evening Sir/Madame

Non-verbal communication includes your body language, facial expression, posture, gesture, eye contact and even your uniform. Guests often feel your mood and attitude before you even speak.

NON-VERBAL COMMUNICATION

WHY IT MATTERS

TIPS

Eye contact

Builds trust and shows attention

Look at the guest when speaking or listening.

Smiling

Signals warmth and openness

Smile naturally, not forced even on busy days.

Posture

Reflects confidence and readiness to help

Stand upright, no hands in pockets or crossed arms.

Gestures

Emphasize intereste and clarity

Use open, calm hand movements – avoid pointing.

Personal appearance

Sends a message of profesionalism

Neat uniform, clean hands, tidy hair, name badge visible.

POS System

Team communication

Clear messages and respect

Active listening means fully focusing on the speaker, not just hearing words, but understanding the intention and emotion behind them.

📣 Specific situations to pratice

  • A guest explaining allergies.

→ Repeat back the restrictions, confirm with the kitchen, and reassure with clarity.

  • A coworker giving a handover.

→ Ask clarifying questions, take notes if needed, and avoid distractions.

  • A guest making a complaint.

→ Let them finish, acknowledge the emotion, and summarise their concern before reacting.

In hospitality, great guest service depends, on how well the front, kitchen, and back teams communicate. Internal communication avoids confusion, delays, and errors – especially during service.

Main objectives

  • Ensure clear, quick and accurate messages between departments.
  • Avoid misunderstandings during handover or rush hours.
  • Build a respectful and professional tone in daily interactions.

PRINCIPLE

EXEMPLE

Be specific

“Table 12 wants no sauce” ❌ => Table 12: duck, no red wine sauce” ✅

Use names 

“Chef Marco, Table 5 has a vegan request”

Confirm information

“Heard: one no-gluten free. Correct?”

Keep it calm under pressure

Avoid shouting or rushing – clarity first

Follow up important info

If urgent, repeat and write it down.

Shift Handover Checklist Examples

  • Guest requests?
  • Special dietary restrictions?
  • VIPs or event expected?
  • Feedback or complaints?
  • 86’s, stock shortage?

 

The L.E.A.R.N. Method.

STEP

WHAT YOU DO

WHAT YOU SAY

Listen

Let them talk, don’t interrup

“Please tell me what happened.”

Empathise

Show you understand their emotion

“I totally understand why you are upset.”

Apologize

Say sorry sincerely

“I am really sorry for what happened.”

React

Offer a solution fast

“Would you like a replacement of your dish?”

Notify

Tell your manager

“I’ll make sure my manager is aware.”

In hospitality, you are welcoming people from all over the world, with different customs, expectations and comfort zone. Being aware of this builds trust, avoid awkward moments and makes every guest feel at home.

Language tips

  • Speak clearly and calmly (accent)
  • Repeat or rephrase if needed
  • Use visual aids or menus
  • Smile and use positive body language 
Training Objectives
  • Understand the pillars of hospitality communication
  • Apply clarity, courtesy, confidence, and consistency
  • Use positive and professional language with guests
  • Master non-verbal communication and body language
  • Actively listen to both guests and colleagues
  • Communicate efficiently and respectfully with the kitchen
  • Handle guest complaints using the L.E.A.R.N method

Communication is a skill that you can learn. It’s like riding a bicycle or typing. If you’re willing to work at it, you can rapidly improve the quality of every part of your life.

Training Objectives
  • Understand the pillars of hospitality communication
  • Apply clarity, courtesy, confidence, and consistency
  • Use positive and professional language with guests
  • Master non-verbal communication and body language
  • Actively listen to both guests and colleagues
  • Communicate efficiently and respectfully with the kitchen
  • Handle guest complaints using the L.E.A.R.N method

Communication is a skill that you can learn. It’s like riding a bicycle or typing. If you’re willing to work at it, you can rapidly improve the quality of every part of your life.

Hospitality communication

Communication in hospitality means transmitting information clearly, professionally and warmly whether to a guest or a teammate.

Pillar: Clarity

Meaning: Speak simply and understandably

Example in Action: “Your table will be ready in 5 minutes.”

Pillar: Courtesy

Meaning: Be polite and respectful in every interaction

Example in Action: “May I assist you with your luggage?”

Pillar: Confidence

Meaning: Deliver information calmly and with certainty

Example in Action: “Yes, the chef can adapt that to be gluten-free.”

Pillar: Consistency

Meaning: Communication the same way across shifts & staff levels

Example in Action: Every team member greets guests with a smile.

Why it matters?

  • Sets the tone for the guest experience.
  • Creates trust and emotional comfort.
  • Improves team coordination (especially during busy service).

In hospitality your voice is your brand. Guests won’t always remember the food or the decor but they will remember how they were spoken to.

✅ DOs

Speak clearly and slowly

Use Warm, positive language

Confirm and repeat orders/info

Use names when possible

❌ DON’Ts

Mumble or speak too fast

Use negative or closed phrases

Assume or guess what guests want

Be impersonal or robotic

Situation: Dish unavailable

Negative Phrase: “We don’t have that.”

Positive Alternative: “That dish is currently unavailable, but I recommend...”

Situation: Delay in service

Negative Phrase: “It’s late.”

Positive Alternative: “Thank you for your patience, your order is on its way.”

Situation: Guest asks a tricky question

Negative Phrase: “I don’t know.”

Positive Alternative: “Let me find that out for you right away.”

Key phrases to practice

❌ DON’T: No problem

✅ DO: My pleasure. Absolutely. Of course

❌ DON’T: Unfortunately

✅ DO: I regret that I am unable to do so, as an alternative...

❌ DON’T: You have to...

✅ DO: May I suggest...

❌ DON’T: I’ll try

✅ DO: Let me address that for you

❌ DON’T: Yep

✅ DO: Yes

❌ DON’T: Ok

✅ DO: Excellent. Perfect

❌ DON’T: At wait / two seconds

✅ DO: Allow me a short moment...

❌ DON’T: What do you want?

✅ DO: How may I assist you?

❌ DON’T: I put you on hold

✅ DO: May I put you on a brief hold, please?

❌ DON’T: It’s over there

✅ DO: Allow me to guide you. This way please

❌ DON’T: Are you ready to order?

✅ DO: Can I help you making a decision?

❌ DON’T: Would you like a drink?

✅ DO: What do you care for?

❌ DON’T: Is everything ok?

✅ DO: Do you need anything else at the moment?

❌ DON’T: Please calm down

✅ DO: I apologise, thank you for letting me know

❌ DON’T: That’s not my job

✅ DO: Let me get... so we can best address your needs

❌ DON’T: I am busy right now

✅ DO: Allow me a short moment

❌ DON’T: Good afternoon/evening

✅ DO: Good afternoon/evening Sir/Madame

Non-verbal communication includes your body language, facial expression, posture, gesture, eye contact and even your uniform. Guests often feel your mood and attitude before you even speak.

Non-Verbal: Eye contact

Why it Matters: Builds trust and shows attention

Tips: Look at the guest when speaking or listening.

Non-Verbal: Smiling

Why it Matters: Signals warmth and openness

Tips: Smile naturally, not forced even on busy days.

Non-Verbal: Posture

Why it Matters: Reflects confidence and readiness to help

Tips: Stand upright, no hands in pockets or crossed arms.

Non-Verbal: Gestures

Why it Matters: Emphasize interest and clarity

Tips: Use open, calm hand movements – avoid pointing.

Non-Verbal: Personal appearance

Why it Matters: Sends a message of professionalism

Tips: Neat uniform, clean hands, tidy hair, name badge visible.

Non-Verbal: POS System

Why it Matters: Team communication

Tips: Clear messages and respect

Active listening means fully focusing on the speaker, not just hearing words, but understanding the intention and emotion behind them.

📣 Specific situations to pratice

  • A guest explaining allergies.
→ Repeat back the restrictions, confirm with the kitchen, and reassure with clarity.
  • A coworker giving a handover.
→ Ask clarifying questions, take notes if needed, and avoid distractions.
  • A guest making a complaint.
→ Let them finish, acknowledge the emotion, and summarise their concern before reacting.

In hospitality, great guest service depends, on how well the front, kitchen, and back teams communicate. Internal communication avoids confusion, delays, and errors – especially during service.

Main objectives

  • Ensure clear, quick and accurate messages between departments.
  • Avoid misunderstandings during handover or rush hours.
  • Build a respectful and professional tone in daily interactions.

Principle: Be specific

Example: “Table 12 wants no sauce” ❌ → “Table 12: duck, no red wine sauce” ✅

Principle: Use names

Example: “Chef Marco, Table 5 has a vegan request”

Principle: Confirm information

Example: “Heard: one no-gluten free. Correct?”

Principle: Keep it calm under pressure

Example: Avoid shouting or rushing – clarity first

Principle: Follow up important info

Example: If urgent, repeat and write it down.

Shift Handover Checklist Examples

  • Guest requests?
  • Special dietary restrictions?
  • VIPs or event expected?
  • Feedback or complaints?
  • 86’s, stock shortage?

The L.E.A.R.N. Method.

Step: Listen

What You Do: Let them talk, don’t interrupt

What You Say: “Please tell me what happened.”

Step: Empathise

What You Do: Show you understand their emotion

What You Say: “I totally understand why you are upset.”

Step: Apologize

What You Do: Say sorry sincerely

What You Say: “I am really sorry for what happened.”

Step: React

What You Do: Offer a solution fast

What You Say: “Would you like a replacement of your dish?”

Step: Notify

What You Do: Tell your manager

What You Say: “I’ll make sure my manager is aware.”

In hospitality, you are welcoming people from all over the world, with different customs, expectations and comfort zone. Being aware of this builds trust, avoid awkward moments and makes every guest feel at home.

Language tips

  • Speak clearly and calmly
  • Repeat or rephrase if needed
  • Use visual aids or menus
  • Smile and use positive body language

LISTEN FIRST RESPOND WITH GRACE.