NON-VERBAL COMMUNICATION IN HOTELS AS A STRATEGIC-MANAGEMENT ELEMENT

Understanding non-verbal communication is essential in every business or in every community, as every relationship between people is influenced by verbal and non-verbal communication. In a hotel, therefore, understanding the impact of non-verbal communication is essential because it affects both the relationships between the various employees of the hotel company and the interrelationships created between each employee and all the hotel's customers. Non-verbal communication, therefore, becomes a strategic management element that must be understood and known by every employee, whether manager or porter. In this article, in a very concise manner, we will analyse non-verbal communication and its relevance within a hotel structure..