CULTURE OF PROFESSIONAL COMMUNICATION IN THE HOSPITALITY INDUSTRY: ITS SIGNIFICANCE AND INFLUENCE

Abstract

The main feature of the work of hospitality workers is constant communication with people of different ages, social statuses, and sometimes nationalities. The culture of professional communication of service workers consists, first of all, in respectful attitude to the client, and also in ability to interact with the person irrespective of a situation. The professional ethics of the hospitality industry is based on professional knowledge, skills, moral norms and principles, as well as basic aspects of professional, social (including moral, pedagogical, political, diplomatic, internal, emotional) culture and professional etiquette. When visiting the guests of the institution, it is very important to match the manners, appearance, language, gestures and clothes. If employees violate their professional ethics, violate morality, forget about their professional standards, it leads to a negative image of the hotel and restaurant business. The ability to ethically, competently and meaningfully express an opinion, provide information to the client is a necessary and extremely important component of the communicative competence of employees in the hospitality industry. This component is the foundation of business processes of the industry, which is aimed at promoting and selling tourism products, hotel and restaurant services, sightseeing, spa and specialized services. In view of this, the skills of professional communication are of great importance in both international and international dialogue.