Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Effective Interdepartmental Communications
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Chapter Focus Points
A. Role of the front office in establishing and maintaining effective communications with other departments
B. Discussion and application of Total Quality Managements used in improving interdepartmental communication
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Front Office Interaction with Other Departments in the Hotel
Discuss the various departments that interact with the front office as listed in Figure 3-1. (p. 75)
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Marketing and Sales:1. Provide data on guest
histories to marketing and sales
2. Process requests for reservations for sleeping rooms from marketing and sales
3. Offer good first impression to the public
4. Relay messages to marketing and sales
5. Meet information requests of guests for meetings, seminars, and banquets
Front Office Interaction with Other Departments in the Hotel (Cont’d.)
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Housekeeping:1. Receive housekeeping room status
from each other 2. Report potential house count to each
other3. Relay guest requests for amenities
and supplies to housekeeping4. Report room sales projections5. Relay accurate housekeeping status6. Relay security concerns to front office
Front Office Interaction with Other Departments in the Hotel (Cont’d.)
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Food and Beverage: 1. Relaying messages to food and
beverage2. Record accurate information on
vouchers and subsequent postings
3. Reporting predicted house counts to food and beverage
4. Processing requests for paid-outs from food and beverage personnel
5. Inter-face with point-of-sale terminals
Front Office Interaction with Other Departments in the Hotel (Cont’d.)
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Banquets:1. Relay information to guests about
scheduled events for banquet department
2. Process payment of guest charges for scheduled events for banquet department
3. Prepare daily announcement board and marquee for banquet department
Front Office Interaction with Other Departments in the Hotel (Cont’d.)
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Controller:1. Provide a daily summary of financial
transactions through a well-prepared night audit for the controller
2. Provide information for billing and maintenance of credit card ledgers via the PMS to each other
3. Verbally communicates between the front office and controller departments as they share a common concern of guest hospitality and when there are finances concerned.
Front Office Interaction with Other Departments in the Hotel (Cont’d.)
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Maintenance1. Provide room status to
maintenance2. Relay information on requests for
guest room maintenance
Front Office Interaction with Other Departments in the Hotel (Cont’d.)
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Security1. Maintain guest security – fire safety, emergency
communication systems, and routine investigation of guest security
2. Alert for people who don’t belong in the lobby and impel front office staff to report inconsistencies with the security department.
Front Office Interaction with Other Departments in the Hotel (Cont’d.)
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Human Resource Management1. Rely upon front office staff to do
initial screening of candidatesa. Distribute application formsb. Directions to personnel office
Front Office Interaction with Other Departments in the Hotel (Cont’d.)
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