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Communications Audit
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Communications are far more complex than most people realise, with factors such as colour, body language and tonality playing a much greater part than say the words used. Is the image that you hope to portray the one that is projected in your sales & marketing? And even more importantly, is this the image that is delivered by your staff and in-hotel messages on signs, displays and collateral? A mismatch of these messages leads to customer confusion and subsequent lack of loyalty to your brand.
Is the management style of the GM and the rest of the management team appropriate to deliver the style and type of service you want? Pamela Carvell not only has a Marketing degree and over 20 years experience but is also a Master Practitioner of NLP and has a long-standing interest in the psychology of colour and the complex balance between words, tonality & imagery (body language & uniform face-to-face) in any communication. She also knows the value of tapping into recipients senses in any communication and the value of making them use both sides of their brain, for optimal impact. This audit could help to clarify some issues, which may currently be evading hotel management , as to why the hotel is not excelling in the way it should. INTERNAL In-hotel and in-room signage, collateral and displays Colour psychology Staff body language and approach Tonality Experiential marketing opportunities Verbal communications Written communications Role and reputation of management team Management style Staff ‘feelings’ about and knowledge of the hotel EXTERNAL The dominant impression project by external communications versus the delivery in-house. ASSESSMENT RECOMMENDED ACTIONS |
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