Significance of small talk in hospitality communication: Integrating it into education for prospective service personnel

Abstract

In providing customer service excellence, communication is one of the key factors. As Blue and Harun [2003] suggest, hosts and guests’ communication is often characterized as consisting of somewhat standardized dialogue. However, our previous research has indicated that informal conversations beyond standardized dialogue between hosts and guests are particularly significant. Therefore, in this study we focus on small talk between hosts and guests, it being one of a variety of aspects of communication. From interview data with 28 hotel employees on their interaction with guests, we investigated the function and significance of small talk. The data were analyzed using thematic analysis. It was found that engaging in small talk with guests helps the staff to identify their wants and needs, and that staff think small talk is important in giving guests a sense of comfort and enjoyment. Additionally, staff intentionally use small talk to increase sales and to boost uptake of promotions. We believe these results are useful for hospitality education and would help prospective employees or tourism major students to improve their communication skills in order to offer excellent service.