Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Chapter 3: Effective...

Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved

Chapter 3: Effective Interdepartmental

Communications


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


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)


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.)


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



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



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



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.



Maintenance1. Provide room status to

maintenance2. Relay information on requests for

guest room maintenance



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.



Human Resource Management1. Rely upon front office staff to do

initial screening of candidatesa. Distribute application formsb. Directions to personnel office



Analyzing the Lines of Communication

Discuss the following case studies by tracing the 1. Source of miscommunication, 2. Analyze the communication system, and 3. Supply methods that will help improve communications.

Situation 1 – Marketing and Sales Knows It All – But Won’t Tell Us (pp. 83-84)

Situation 2 – Peace and Harmony in 507(pp. 84-85)Situation 3 – I Know What You Said and I Think I Know What You

Mean (pp. 85-85)


The Role of Total Quality Management (TQM) In Effective Communication

A. Define Total Quality Management as a management technique that encourages managers to look with a critical eye at processes used to produce products and services.

B. http://www.hotel-online.com/News/PR2005_4th/Nov05_QAReturn.html

C. Discuss W. Edwards Deming efforts in developing TQM

D. “The most important aspect of TQM is the that occurs between frontline

employees and their supervisors. And the interaction of employees in a group setting….” (p.84)

E. International Highlight how they will handle the situation when they are in industry. (p. 86)

http://www.hotel-online.com/News/PR2005_4th/Nov05_QAReturn.html


Case Study 302 – A Weekly General Manager’s Meeting – Role Play

o Ana Chavarria – Front Office Mgr.

o Andy – Parking Garage Mgr.o Eric – F&B Mgr.o Frank – Dir. of Maintenanceo Margaret Chu – GM

Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Chapter 3: Effective...

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