The nature of work in the service sector, such as catering industry, requires direct communication with people. The guest expects an excellent service, and in hotel industry, which in its nature represents a service activity, this is not possible without communication. The main aim of the paper was to examine the perception of the importance of communicative skills with the guests of Hotel Palace in direct communication with hotel staff. It also explored the importance of communication skills that are essential for hiring hotel staff who are in direct and constant contact with guests. In the first part of this paper, the basic introductory concepts of communication in general and business communication are given, while in the second part for the purpose of writing this work a survey questionnaire was prepared and conducted, as well as an interview with the employer responsible for employment. The results have shown that the professional skills and characteristics of the staff directly relate to the provision of better service and satisfaction of the guests. It can be concluded that hospitality, kindness, positive performance, smile and cordiality are of great significance thanks to which guests feel comfortable and welcome. There is also an examination of whether there is additional training and upgrading of staff by the employer and what skills are seen as advantages when employing staff. Based on the research and based on the results obtained, the efficiency of work in the field of tourism and catering industry depends on the quality of oral business communication and the professional communication skills of employees.