How to Transform Your Teams into Internal Communication Champions?

Ah internal communication... Often set aside, it is however a key element when organizing events.

In our last article - The Fundamentals of Internal Communication in Events - we highlighted the impact of poor communication on:

• the motivation and commitment of the teams,
• customer satisfaction,
• the reputation of your place!

Fluid internal communication, like a well-orchestrated event, requires good organizing !

Yes, but how, will you tell us? What if we helped you turn this wish into reality?

Today, we are giving you the best practices to transform your teams into true internal communication champions.

I. Define the Rules of the Game (Objectives and Team Roles)

Have you already taken a moment to bring your teams together in order to clarify the roles and objectives of each?

Finding the time is not always easy and yet this step will make a difference!

Imagine for a moment, your sales and organizational fairies working in perfect harmony with your operational and field champions.

Two teams, two different roles with common goals:

1. provide the best experience for customers,
2. work in the best conditions.

Step 1:

Always introduce all members of each team (not to mention newcomers). Being able to put a face to a name is always more pleasant!

And don't stop there. A quick word about the person's career and the value they will bring to the team and the establishment will reassure your employees who will be able to welcome them as they should.

Step 2:

Don't forget to define the role of each member of your team: Sales Director, Event Project Manager, Event Manager... Or even: Restaurant Director, Banquet Manager, Manager, Hotel Manager, not to mention Chefs, Sommeliers, Barmen...

Knowing who is in charge of what, who is responsible for what, will bring mental comfort to your teams who will know their duties and will always be able to turn to.

For example:

Commercial sides, project managers, coordinators... Their daily life is:

• Receive all new requests and turn them into a customer
• Plan and organize events
• Manage offers, contracts, budgets
• Communicate as much information as possible to operational teams
• Seek to reach and maximize the fixed turnover...

On the ground side, in the kitchen, in the dining room, in the control room, on the floors... Nothing escapes them:

• Production and team planning
• Operations Management
• Resolution of unforeseen events/last-minute requests
• Coordination of service providers

[Idea 💡: We take this opportunity to give you a little tip. When a new talent arrives, there's nothing like a cross-training “discovery” to create relationships. It's the best way to show that the success of one team is the result of the success of the other! ]

II. Selecting the right communication tools

We tend to believe that communication between operational and commercial teams starts when job descriptions are met. It is a received idea!

Communication between teams must be continuous and maintained throughout the process of organizing an event. To achieve this, it is important to select communication tools that are adapted and accessible to all your teams in order to guarantee the fluidity and exchange of information.

1. Group and Event Management Software

A software like Booking Shake, for example, communicates in real time a schedule of events mentioning options, confirmed or past events. And it can be directly linked to your PMS or to Restaurant Reservation Software...

But that's not all, the software also offers chat features between teams!

Significant comfort to allow teams to collaborate. Practical, isn't it?

2. Le Téléphone

Phone calls allow you to capture the attention of your interlocutor in a more direct way and are to be preferred in case of need of an immediate response:

• Discuss an urgent topic
• Clarifying an important point
• For immediate action
• Make decisions that involve both teams

Example: Does your customer want a particular set up and you have trouble visualizing it in the proposed location? A phone call is fast and efficient and operational teams often have an easy time visualizing what is achievable and what is not.

3. The Chats

Create a group on an application instant messaging (such as WhatsApp or Teams for example) can facilitate the transmission of information while ensuring that as many people as possible are informed. This is a non-formal means of communication that should be preferred for any non-detailed answer:

• For quick questions
• For a real-time update or an emergency
• If your contact person is not immediately available
• For teams who don't have much time in front of the computer but often with a phone in their pocket

Example: You welcome your customer on the day of their event and they tell you that there will be 3 additional people when they arrive on site. Give priority to a quick message in order to inform all teams.

4. The Emails

An email is ideal for any formal communication:

• When the subject involves complex details and follow-up (for example: an implementation plan, a very precise service process, specific and detailed orders to be placed, etc.)
• To disseminate information to as many people as possible
• When the teams concerned are on rest or absent
• When it is necessary to keep track of information transmitted and received

Example: Your customer wants to use a service provider to rent dishes for their dinner. Sales representatives will be able to list the details of the delivery of dishes by email so that the operational teams can ensure the good reception of the dishes.

5. In Physics

Of course, nothing is worth it sometimes An in-person discussion. These exchanges make it possible to strengthen relationships between teams and are preferred in case of:

• Sensitive or complex topics
• Conflict resolution
• Important decisions
• Feedback and evaluations
• Event presentation meetings, menu change meetings...

Example: Two employees disagree about an event, do not hesitate to bring them together in person with the manager, to establish a calm and constructive dialogue in order to no longer face this problem.

Finally, it is crucial to remember that therendition can make all the difference. The tone you use, body language, facial expressions... According to studies, 7% of our communication is verbal, 38% is vocal, and 55% is visual.

III. The Function Sheet and its Meeting, the Winning Duo

1. Why a meeting?

Organized at least one week before the events, The meeting function sheet makes it possible to bring together all the teams involved.

During this meeting, the function sheets of future events (also called briefs, summaries...) are distributed and then screened orally. From the procedure to the implementation, including the selected menu or even allergies... every detail is mentioned one by one.

This essential meeting allows you to:

• The good coordination of the next events. One less weight on your shoulders!
• The identification of blocking or missing points. And yes, it's time to collect all the questions.
• To strengthen team spirit, through the sharing of ideas and recommendations.
• To anticipate the needs of the teams (staff, raw materials, planning, orders, etc.), and avoid last-minute oversights.
• To know the operational constraints of the teams to avoid a customer promise that you could not keep.

If before the function card meeting seemed time-consuming, you are now aware of its great value for all teams.

2. The ABCs of the Function Sheet

When writing your function sheets, keep in mind that your teams should be able to absorb it easily to become real event experts!

Choose a simple format focused on key information: long sentences, rainbow colors, emojis galore and Christmas catalog-style images... can pollute information.

To master this essential brief, we invite you to read our article on 7 Mistakes to Avoid on Your Function Sheet for Organizing an Event.

IV. Mastering the terrain

Can you really sell a service without mastering the smallest operational details?

The role of the salesperson is not only to sell a place, a service, an atmosphere, catering services, but also to guide the customer in what will or will not be feasible and thus guarantee total customer satisfaction.

Field knowledge is an essential asset here!

So here are some ideas to allow your teams to get familiar with the field:

1. Organize Cross Trainings

Cross training is simply the immersion of an employee in a department other than his own. Offering cross-training sessions to your teams means allowing them to dive into the reality of their colleagues for one or several days.

From Commercial to Operational:

A good understanding of the field promotes foresight, ensures consistency and optimization of sales, while improving communication between teams. The credibility of your teams will be strengthened with customers, which will allow them to sell better and, as a result, to build greater loyalty.

From Operational to Commercial:

Be careful, the opposite can also be useful!

Invite operational teams to spend time with you. For example, do you think they measure the daily volume of requests you receive? Probably not, and that's understandable!

By helping them understand your priorities, you arouse their support for your profession. Share with them your numerical goals, explain to them the actions you take every day, and show them how their role is essential.

2. Organize tastings

Do you think you can describe a dish you haven't tried? Of course, you can always consult the Chef... You see us coming, allowing your teams to taste the proposed menus can be an asset for several reasons:

→ Selling is good, but Selling lived experience it's even better! Tastings reinforce the sales team's ability to sell with authenticity and enthusiasm. By sharing detailed information about presentation, flavors, ingredients, and preparation techniques, your selling points will be more convincing and likely to arouse the appetite of your customers!

→ Communicating customer needs. Why not take advantage of tastings and the opportunity to be in direct contact with operational teams to identify the aspects to be improved and the expectations of your customers? This would make it possible to create more appropriate and relevant offers.

→ Create a file of visuals. With the increasing use of social media, customers often expect to see photos of food before ordering. Take the opportunity to photograph the dishes tested. Two birds with one stone!

V. The secret of a united team? Confidence

If you have made it this far, you have already understood that the success of successful internal communication depends on the various teams involved.

So in addition to cross-training, here are other suggestions for creating an environment of trust and forming a united team:

1. Praise your colleagues

What could be more rewarding than having your work recognized and valued? Do not hesitate to congratulate all the teams for the joint successes.

Celebrating together allows us to recognize each other's efforts and contributions.

For example, during the job description meeting, take a moment to share the positive feedback from customers over the past week.

2. Encourage Transparency and Active Listening

Mistakes are human, and it's essential to create an environment where everyone feels confident enough to share them. It is important to encourage constructive feedback.

During the function sheet meeting (again and again), take a few minutes to listen to each team's feedback on previous events. Welcome everyone's concerns and suggestions, showing that their opinions matter and that you're encouraging collaboration to find solutions.

3. Mutual support

Your job requires versatility and flexibility. The different teams must be able to rely on each other in case of unforeseen events. Offering your help can only strengthen the established relationship, and is often very much appreciated.

4. Team Buildings and Afterworks

Learning to discover your teams outside of the usual professional framework allows you to overcome certain obstacles and encourages team spirit.

Do you think we were going to let you go like that?

Consider how these tips can be adapted to your teams, with one objective in mind: to make your teams internal communication champions! To make it easier for you, copy and paste the sample email below and send it to your teams in order to plan a point soon:

Purpose: Meeting - Internal communication & team spirit

“Hello everyone,

I would like to offer you a point the [date and time to be inserted], in order to discuss the elements to be put in place to improve our internal communication and strengthen team spirit. Your ideas and suggestions would be valuable in moving forward together.

Thank you all for your presence and a very nice day,

Regards,

[Signature]”