Communication Problem in Workplace

Building and maintaining good work relations with colleagues and business partners is an important competency in the hospitality business workplace. In a globalised world, career success requires the ability to work with people from diverse backgrounds.

Before I enrolled into university, I was working at a travel agency in charge of selling group tour packages and Free Independent Tours (FIT). In group tour packages, there may be some changes to the tour itinerary from various factors such as changes in suppliers and itinerary routes which may ultimately change the cost in price. Additionally, there are different itineraries for different seasons of the year.

The communication process normally starts from the respective suppliers such as hotels or attraction sites, who will convey the changes to the tour operator. The tour operator would update the itinerary, then convey the new information to the tour consultant teams. With the new changes in tour itineraries, there would be a product briefing for all the tour consultants to allow them to understand the updated changes in the itineraries and the upcoming promotions. Thereafter, the tour consultants would then be able to sell the tour packages to the customers.

Due to the long communication line, a communication break-down is inevitable. I remember a specific incident where it was during one of the school holiday period where the travel agency decided to have a variety of promotional packages to attract more customers to travel during that time. Information regarding the new promotional price of an Australia package was made known to the consultant teams and we sold according to the information received. 

Finally, a family of four decided to make a booking to Australia. I proceeded with the booking via the online system. It was then that I realised that the promotional price which my tour operator mentioned was only for a specific date during the June holidays, and not the date that the family intended to book. 

Through the process, I had to check with my tour operator to and fro and get back the updated information to the family. The mother of the family was very upset with the information and she mentioned to me how the brochure was a misrepresentation of the price and the tour itinerary, as it was only on that date where it had the exclusive price and tour activities.

After that incident, it made me further realise how communication is so vital in an organisation. It is crucial in ensuring teamwork, which would impact on the success in achieving the organisational vision and goals. 

What could have been done to prevent this scenario from occurring?