CommunicationWritten communication

Communication can be written, verbal or non-verbal. All of these methods require different communication skills to ensure that information exchanged is accurate and understood.

Part ofHospitality (CCEA)Hospitality and customers

Written communication

Written communication includes any written document, handwritten or word processed, including emails, letters, reports, manuals, instant messages and memos.

Examples of written communication:

Relating to staffRelating to customers
  • Staff rotas
  • Staff contracts
  • Minutes of staff meetings
  • Internal memos e.g. indicating fire drill practice
  • Uniform standards
  • Training programmes
  • Safety procedures/ complaints procedures/ disciplinary procedures
  • Handbooks on a range of topics
  • Instruction manuals
  • Recipes
  • Hygiene regulations – HACCP
  • Annual business reports
  • Booking details
  • Safety procedures
  • Menus
  • Directions within a building
  • Local information folders in hotel rooms
  • Taking orders
Relating to staff
Relating to customers
  • Staff rotas
  • Staff contracts
  • Minutes of staff meetings
  • Internal memos e.g. indicating fire drill practice
  • Uniform standards
  • Training programmes
  • Safety procedures/ complaints procedures/ disciplinary procedures
  • Handbooks on a range of topics
  • Instruction manuals
  • Recipes
  • Hygiene regulations – HACCP
  • Annual business reports
  • Booking details
  • Safety procedures
  • Menus
  • Directions within a building
  • Local information folders in hotel rooms
  • Taking orders

Some basic rules apply to all written communication:

  • Text must be legible
  • Spelling and grammar must be correct
  • Information should be concise and accurate
  • The style of writing must be suitable for the document
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