Chapter 2 interdepartmental communication
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The document discusses the role of the front office department in facilitating inter-departmental communication in a hospitality organization. The front office acts as a central point of contact and plays a vital role in directing communication between guests and other departments like housekeeping, food and beverage, banquet, controller, maintenance and engineering, security, and human resources. Effective communication between the front office and other departments is important for tasks like room status updates, guest charges, event coordination, maintenance requests, security issues, and applicant screening.
Chapter 2 interdepartmental communication
- 2. The role of Front Office in Inter-Departmental Communication • The front office department plays a vital role in delivering hospitality to guests. • The front office act as face and voice for the hospitality organization. • The guest will always approach the front office for some services. • The front office staff should know where to direct the communication when the guest ask for services
- 3. The Front Office serves as a clearing house for communication activities Banquet FRONT OFFICE Engineering and Maintenance Controller Safety and Security Human Resource Management Sales and Marketing Food and Beverage Housekeeping
- 4. MARKETING AND SALES Rely on front office for guest histories The front office should provide a current and updated data base of the guest The first contact with the guest by the Marketing and Sales is thru the Switchboard Operator
- 5. HOUSEKEEPING DEPARTMENT • The room is ready for occupancy Available • A guest/s is already occupying the room Occupied • The guest is not checking out of the room on Stay-over the current day • The guest has already check-out but the housekeeping department has not release the room for occupancy Dirty or on-change • the room is not available for occupancy Out-of-Order
- 6. FOOD AND BEVERAGE DEPARTMENT Point-of-Sale House Counts • Computerized terminals that interface with PMS that posted guest’s charges to guest’s folio. • The front office provides the Food and Beverage with the house count
- 7. BANQUET DEPARTMENT Requires the front office to relay information to guests about the scheduled events Combine functions of Food and beverage and the Marketing and sales A banquet guest who is unfamiliar with the hotel property will ask the front office for directions The Front Office must know both how to direct guests to particular meeting rooms or reception areas and which functions are being held in which rooms.
- 8. CONTROLLER The Controller relies on the Front Office staff to provide a daily summary of financial transaction through a well-prepared night audit An accurate entry by the front desk and night auditor will help the controller to produce reports for the owners, general manager, and supervisors
- 9. MAINTENANCE AND ENGINEERING The request from guests for the repair of heating, ventilation, air-conditioning units, plumbing, television, and other room furnishings are directed to the front desk then relayed to maintenance and engineering The front desk must keep track of the repair schedule, to inform the guest on when the repair will be made.
- 10. SECURITY DEPARTMENT Inconsistencies are reported by front desk to the security Fire safety measures and emergency cases Procedure for routine investigation and guest security concerns
- 11. HUMAN RESOURCES DEPARTMENT The human resources management may rely on the front office staff to act as an initial point of contact for potential employees in all department Human resources management may also depend on the front office to distribute application forms and other personnel-related information to job applicants. Some applicants may ask direction from the front office to the personnel department The Human Resources department may also develop guidelines for the front desk to initially screen applicants.
- 12. Good luck on your presentation!