CPD II Final Reflection

Throughout the entire CPD II module, I gained much valuable insights of the inner makings of interpersonal communication. At the beginning, interpersonal communication seemed like an easy concept to me, until the end of the lessons, where I truly grasped the deeper concepts regarding communication.

I learnt about how interpersonal communication does not only refer to speaking but also active listening. There are specific steps to be an effective listener which can impact the quality of relationships with others. Additionally, this also leads to the importance and effect of non-verbal communication through body language. Body language such as the posture, facial expressions and gestures play a part in communicating well too.

There were also in-class activities which aid in our learning. Verbal communications skills were applied throughout the classes by writing the blog posts in both professional and non-professional settings, such as the formal email introduction and interpersonal communication problem at workplace context. Feedback were then exchanged between peers for further improvements to be made. Additionally, there were impromptu presentations, where students were required to apply theoretical knowledge of verbal and non-verbal communication skills into.

As conflict is inevitable in both workplace and interpersonal relationships conflicts, it was another topic which I gained a lot of insights in class. I understood the nature of conflict and learnt how can we solve it through different approaches in the Thomas Kilmann conflict mode instrument test. I found the five conflict-handling modes very useful and applicable as it explains a person’s behavior in two basic dimensions: assertive and cooperativeness.  In various circumstances, one can use different techniques to better avert or resolve a conflict.

On the whole, this learning journey has been very fulfilling as I begin to understand myself better, and it made me a better communicator in terms of effective writing and listening skills.

Final Project Draft Sypnosis

1. The Introduction

According to Adecco (as cited in Chia, 2016), millennials (born between the 1980s to the 2000s) are currently the largest generation in the workforce and will make up an estimation of 75 percent of the Singapore workforce by the next decade. However, as millennials continue to take over the workforce, hospitality industries face high turnover rate and manpower shortages. (Faldetta, Fasone, & Provenzano, 2013) The negative characteristics such as “long working hours, poor working environment, salary and lack of pay and benefits” turn them away from this industry (Tan et al., 2016), especially in labour-intensive industries such as housekeeping.

Many hotels have to rely on foreign talents to make up the numbers of headcounts in that department. According to Faruk & Nedim (2015), in the hotel sector surrounded by people, communication is seen as an important issue for sustainability and efficiency of the organization. According to John Lagazo (as cited in O'Fallon and Rutherford, 2007), housekeeping staff is usually the most ethnically diverse, with an accompanying challenge being the level of English competency and overall education. Thus, this causes them to face difficulties in meeting manager’s and guest’s expectations.

2. Problem Identification

This report will highlight the interpersonal communication problem such as language barriers between housekeeping managers and room attendants in Singapore. Based on an interview with a housekeeping manager from a four-star hotel located in Orchard Road, housekeeping department generally consists up to 70% of foreigners; with 40% from Mainland China, 15% from Malaysia, 10% from Myanmar and the remaining 5% from India. As hotels rely on a lot of non-english speaking staff notably in housekeeping, it is not easy for room attendants to understand instructions conveyed by the housekeeping managers (HM Staff, 2009).

Language barrier causes role ambiguity and role conflict. A survey cited in Madera, J. M., Dawson, M., & Neal, J. A. (2014) completed by 130 hotels and lodging managers showed that satisfaction, with the quality of communication with limited English speaking employees reduced role ambiguity and role conflicts, which led to increased guests’ experience. This can be an impediment to communication if they have a poor command of English in interpreting guest requirements, and thus unable to prepare the rooms up to the brand’s standards due to confusion and conflicting misunderstanding.

3. Objective of Study

The purpose of the study is to understand how language barriers can cause a variety of problems in the hospitality industry, which can hamper the communication between room attendants and managers. It will highlight the possible consequences if language barrier problem is not addressed well. Most importantly, this study will alleviate this language barrier issue so as to reduce unnecessary issues for hotels.

Some potential issues would include guests having an impression that the room attendants are rude when they do not reply to the guest’s questions, but in fact this is due to room attendants not understanding and their inability to answer back in English. Room attendants may sometimes disappoint guests for not servicing the rooms to guest’s expectations after misunderstanding the manager’s instructions. Sometimes, this can even occur after excessive repeating of instructions and usage of sign language to convey simple instructions to the room attendants, which reduces productivity and efficiency. Most importantly, the hotel reputation can be affected if this problem is not handled well since the guests, managers, and room attendants are unhappy. This leads to fewer returning customers and reduced profits eventually when rooms are not made to the brand’s standards.

4. Potential Solutions / Implementation for Problem Resolution

Based on the personal experience of a the team member who previously worked in Fairmont Hotel, English lessons are conducted for several room attendants on a rotating basis for half an hour. In the training, basic conversational phrases are taught and it has improved the language barrier issue. It was observed that room attendants did improve their command of English after the training course. Thus, pertaining to this issue, the team intends to implement an English language training program to improve the speaking standards of housekeeping staff. The housekeepers will be rotated to attend this course of 15 lessons to prevent manpower shortage issues and successfully educate all housekeepers. The program will be compulsory for all housekeeping staff with problems speaking the language.

5. Data Collection/Research Method

Academic papers were cross-referenced from multiple sources to further strengthen the findings, and provide alternative viewpoints on the topic of language barrier in the hospitality industry, specifically housekeeping department. For instance, hospitality managers are often challenged with communication barriers due to an inability of their employees to communicate in English. This created an environment of frustration, stress, and dissatisfaction (Madera, Dawson & Neal, 2014).

In order to better understand the language and communication barrier between housekeeping staff and guest, a series of in-depth interviews had been conducted with employees who have similar experiences in their workplaces. Primary data was collected through interviews with current or previous housekeeping staff to understand more about their day-to-day operational issues. According to one of the team member’s observation during her internship stint at Fairmont Hotel, some common interpersonal problems faced due to language barriers include managers getting impatient for repeating simple instructions, thus affecting the team’s morale.

6. Benefits

The benefits of having training would be the understanding of the English language for housekeeping staff who otherwise would not be able to communicate with guests in basic English. This would allow ease of communication between guests in the hotel and housekeeping staff, and prevent the occurrence of a communication breakdown due to the language barrier. This would reduce operational issues, and thus, reflect well on the hotel’s brand reputation.

7. Concluding Thoughts

After proper training procedures have been implemented, the housekeeping department would improve in interpersonal communication where staff; for instance, the executive housekeeper, housekeeping manager, floor supervisor, room attendant are able to communicate effectively with one another. Additionally, housekeeping staff would be able to communicate fluently in English with guests to increase effectiveness and efficiency of the service procedure. This would then improve the guest experience and satisfaction, which ultimately increase profit for the hotel.

References

Chia, A. (2016). Companies take steps to attract, retain millennials. Channel NewsAsia. [online] Available at: http://www.channelnewsasia.com/news/business/companies-take-steps-to/2478514.html [Accessed 03 Mar. 2017].

Faldetta, G., Fasone, V., & Provenzano, C. (2013). Turnover in the hospitality industry: can reciprocity solve the problem? Volumen de Negocios En La Industria de La Hospitalidad: La Reciprocidad Puede Resolver El Problema?, 11(4), 583–595.

Faruk, S., & Nedim, Y. (2015). Organizational Communication in Five Star Hotels and Experienced Problems. International Journal Of Science Culture And Sport, Vol 3, Iss 4, Pp 126-139 (2015), (4), 126.

Madera, J. M., Dawson, M., & Neal, J. A. (2014). Managing language barriers in the workplace: The roles of job demands and resources on turnover intentions. International Journal Of Hospitality Management, 42117-125. doi:10.1016/j.ijhm.2014.06.004

O'Fallon, M. and Rutherford, D. (2007). Hotel management and operations. 4th ed. New Jersey: John Wiley & Sons, Inc, p.189.

Tan, Z. M. A., Baharun, N., Wazir, N. M., Ngelambong, A. A., Ali, N. M., Ghazali, N., & Tarmazi, S. A. A. (2016). Graduates’ Perception on the Factors Affecting Commitment to Pursue Career in the Hospitality Industry. Procedia - Social and Behavioral Sciences, 224(IRSSM-6 The 6th International Research Symposium in Service Management), 416–420.

Topple the language barrier. (2009, September 22).  Retrieved from

http://www.hotelmanagement.net/housekeeping/topple-language-barrier

Madera, J., Dawson, M. & Neal, J.A. (2014). Managing language barriers in the workplace: The roles of job demands and resources on turnover intentions.  

https://www.researchgate.net/publication/263857084_Managing_language_barriers_in_the_workplace_The_roles_of_job_demands_and_resources_on_turnover_intentions

Project Sypnosis

1. The Introduction:

According to Adecco, Millennials (born between the 1980s to the 2000s) are currently the largest generation in the workforce and will make up an estimation of 75 percent of the Singapore workforce by the next decade. (Channel NewsAsia, 2016) However, as Millennial continue to take over the workforce, hospitality industries face high turnover rate and manpower shortages. (Faldetta, Fasone, & Provenzano, 2013) The negative characteristics such as “long working hour, poor working environment, salary and lack of pay and benefits” turn them away from this industry (Tan et al., 2016), especially in housekeeping department.

Many hotels have to rely on foreign talent to make up the numbers of headcounts in that department. According to Faruk & Nedim (2015), in the hotel sector where almost all the work is provided by people, communication is seen as an important issue for continuity and efficiency of organization. However, as most of the foreign talents do have not a good command of English, cause them to face difficulties in meeting managers and guest expectation.

2. Problem Identification:

The core area of the interpersonal communication problem should be described very concisely.

The interpersonal communication problem will revolve around the language barriers between housekeeping managers and room attendants in Singapore. As hotels rely on a lot of non-english speaking staff notably in housekeeping, It is not easy for room attendants to understand instructions conveyed by the housekeeping managers (HM Staff, 2009). This can be an impediment to proper training and supervision if they have a poor command of English to interpret guest requirements too, hence unable to prepare the rooms up to the brand’s standards.

• Statistics
• percentage of RAs that are foreigners and cannot understand english in the local context
• justification for training (turnover rates, foreign labor rates)

3. Objective of Study:

The purpose of your study focus and its search for viable solutions to a particular problem should be explained.

The purpose of the study is to understand how language barriers can cause a variety of problems in the hospitality industry which can hamper the communication between room attendants and managers. It will highlight the possible consequences if language barrier problem is not addressed well. Most importantly, this study will alleviate this language barrier issue so as to reduce unnecessary issues for hotels such as

• eg. guests think it's rude when they don't get replies, but in fact is due to room attendants not understanding and inability to answer back in english
• eg. RA misunderstood certain instructions and set up the guest room incorrectly
• eg. managers requiring excessive repeating of instructions and sign language to convey simple instructions to RAs, hence low productivity and job efficiency
• Result in unhappiness in three parties (guest, manager, ra) and affects team morale
• eg. hotel reputation prone to be tainted, reduces returning customers, reduce profits eventually when rooms are not made to the brand’s standards (LQA mystery shopper too)

4. Potential Solutions / Implementation for Problem Resolution:

Pertaining to the language barrier issue, the team has decided to an implement an English language training program to improve the speaking standards of housekeeping staff. The housekeepers will be rotated to attend this course of 15 lessons to prevent manpower shortage issues and successfully educate all housekeepers. The program will be compulsory for all housekeeping staff with problems speaking the language. In addition, the course of lessons will be made available online and the staff will be taught how to access then. Devices to access the material can also be provided to the housekeepers to use during or after work hours, where they may have spare time to view and self-educate. A learning management system may be set in place to verify if they have clicked and view the resources, making it easy for the HR department to determine whether or not the room attendant has completed the course. As the housekeeping department might usually find it hard to cope with manpower, this training program may be fully implemented online without the physical lessons taking place during work hours.

5. Proposed Data Collection/Research Method:

In order to better understand the language and communication barrier between housekeeping staff and guest, a series of in-depth interviews will be conducted with several employees who have similar experiences in their workplaces. Primary data would be collected by having interviews with current or previous housekeeping staff to understand more about their day-to-day operational issues. In addition, academic papers will be cross-referenced from multiple sources to further strengthen the findings, and provide alternative viewpoints on the topic of language barrier in the hospitality industry, specifically housekeeping department.

6. Benefits:

The benefits of having training would be the understanding of the English language for housekeeping staff who otherwise would not be able to communicate with guests in basic English. This would allow ease of communication between guests in the hotel and housekeeping staff, and prevent the occurrence of a communication breakdown due to the language barrier. This would reduce operational issues, and thus, reflect well on the hotel’s reputation.

Letter of Service Recovery

Dear Mr Bennert,

Thank you for taking the time to share your valued feedback with us. I am disappointed to read about the inconveniences that you encountered during your stay with us. Please allow me to assure you that your feedback is important to us.

I am sorry to hear about your reservation record that was without breakfast during check-in. The manager has kindly agreed to do the respective refund for your breakfast.  

Regarding the rooftop pool experience, I am very sorry to hear that the key for the roof top pool was malfunctioned, causing great inconvenience for you. It can be better managed, and we have put in place a more robust plan for managing similar situations for these facilities, while placing the highest emphasis on the needs and well-being of our guests.

Please accept my sincere apologies for the disappointment and frustration you experienced, and I do hope that we can regain your confidence in our hotel in the near future.

Warm Regards,

Chantel Neo

Guest Service Agent

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?

Personal Branding

Self awareness

One of the key areas which connected to my personal branding is self-awareness. Self-awareness is knowing about myself, understanding my strengths and weaknesses, needs and wants and knowing what others think about me.

Most people would know about their strengths, weaknesses, needs and wants. In communication, my strength would be the ability to effectively encourage others and giving them practical advice when they are unsure of their choices and decisions. To be a good encourager, it is not actually having the right answers and advice to their problems, but being empathetic, connecting to my friends, and listening in to their concerns, rather than just making a swift conclusion in diagnosing their problems. Sometimes, I feel that my strength also happens to be my weakness. As much as I am empathetic and able to give valuable advice, I do get impatient when one of my friend wallows in depression and is trapped in his negative mindsets when he has met with certain setbacks.

Johari Window

Definitely, everyone does not know everything about what others think about them. That is where the Johari Window, blind and unknown side, come into the picture. Similarly, I am unaware of many things and impressions that people form about me.

However, I do try to seek advice and feedback from my friends whenever I face a difficult scenario, and learn about their sentiments of how they would handle such situations. Through that, I learn more about myself, such as my temperament, and how it affects the way I handle and manage interpersonal relationships around me.

Reviewing the Johari Window, I do aim to learn more about myself, especially in the blind and unknown side. For instance, I hope to improve interpersonal relationships around me, using the right communication method for different people, so that I can effectively grow in my communication skills.

Formal Email

Dear Mr Blackstone,

I am Chantel, and currently an undergraduate pursuing a Bachelor's with Honours in Hospitality Business. Previously, I worked in both hotel and travel industry. I worked in Mandarin Orchard Hotel as a Guest Service Officer during my six months' internship in polytechnic where I learnt how to do check-in and check-out via the Property Management System (PMS). Before the start of university, I also worked as a Tour Consultant in Euholidays where I had to learn how to do ticketing via the Global Distribution Channel (GDS), Abacus platform.

As a student in Hospitality Business, I was exposed to an environment where people, guests or colleagues, come from all parts of the world, with different cultures and communication styles. Sometimes, I find it hard to communicate with guests and colleagues from different background as some of them may be more direct and straightforward. Additionally, there may be language barriers as most of the staff are of a different nationality, making the communication process long and tiresome. At times, I catch myself being easily impatient trying to drive a point across to get the task done.

Despite all these, people would say that my outgoing and pleasant nature makes me suitable for the Hospitality industry. Hoteliers have to step out of their comfort zone, and be proactive in approaching guests to aid them in their enquiry. Occasionally, guests may have requests that are out of the norm or even difficult to assist. Rather than responding negatively, I try to put on my best self by addressing their requests politely, helping them as much as I can.

Best Regards,
Chantel Neo