2. Two-way Communication = In order to achieve service excellences in the hospitality industry, two-way communication is one critical factorwhich requires the involvement and participation of both customers and service staff in the service delivery process. Through interactions with customers, important messages about their needs and expectations can be received by service staff for their immediate actions to create customer satisfaction. Interactions between internal staff or inter-departments is also critical since total experiences of customers in using any Introduction to Hospitality lodging or food and beverage services usually involve team work and exchange of information within the organization.