If you work in hospitality industry, you have to interact with customers therefore you need to have the high communication skill to give customers all good service. In fact, the high communication abilities are demanded in the nature of hospitality industry (Camillo & Pietro 2012). One of the keys to have good communication skill is the two perceptions of self, which are self-concept and self-esteem (Verderber, Verderber, Sellnow 2010, p. 26). According to Saul McLeod (2008), self-concept is a general term used to refer to the way or the ideal that someone thinks and evaluate about themselves.
In hospitality industry, these staffs do not only work by themselves but also work in a team so they have to understand who they are and what about their abilities, skills, knowledge and personality because when they have communication with customers or colleagues, it will reflect their ideal self-concept . In fact, when the staffs understand who they are, they can be confident to communicate with customer base on their experience or skills as well as they can consider what their strength may be and what they need to improve.Moreover, self-concept can be shaped and maintained by the others react and respond; for example, when the manager often provide good comment to encourage the abilities of staffs so they will think the comment fit to their image of who they are and they will improve their knowledge as much as they would like to be. (Verderber, Verderber, Sellnow 2010, p.
26-27). Self esteem is a phrase that is used to describe how people look at or perceive themselves. Self-esteem can affect how someone deals with challenge, confidence or relationship in their life.In hospitality industry, self-esteem is good for all staff and manager because it makes everyone believe in their self to decide a good choice or encourage trying a new thing (litewifey47, 2008).
A good self-esteem can help someone build up their good communication therefore if they understand about their self-esteem, they will be confident to communicate with other in clear way and fluent (REACHOUT. COM, 2013).According to South Eastern CASA CentreAgainst Sexual Assault, the manager can improve their staff’s self-esteem by giving them incentive and encouragement in the job they are doing because self-esteem can be affected by positive or negative comments. Working in hospitality industry, it means people must have abilities to communicate with anyone comfortably therefore if they have strong self-esteem, they are more likely to have an open communication style and do not be shy for face to face contact. In fact, how confident they have for communication is how professional they are (Mosel 2010).
A good communication is build up by good self-concept & self-esteem. The way people communicate with other is important because it reflects to everyone about who we are or what our value are and how we feel. In hospitality, people create relationship with everyone such as guest, colleagues, manager, etc base on communication therefore when they have good communication it is not only showing their abilities, who they are or how they feel but also showing the respect for customer. (litewifey47, 2008).
