Subject
Year
: V0206 – Administrasi &
Operasional Kantor Depan
: 2009
Effective Interdepartmental
Communications
Week 2
Subject
• Role of the front office in interdepartmental
communications
• Front office interaction with other departments in the
hotel
• Role of Total Quality Management (TQM) in effective
communication
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Objectives:
On completion of this lesson, the students will be
able to:
- Apply inter-departmental communications and to create
effective communication with other departments in a
hotel
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Interdepartmental Communication
BANQUETS
MARKETING &
SALES
F&B
MAINTENANCE
FRONT OFFICE
HOUSEKEEPING
CONTROLLER
SECURITY
HUMAN
RESOURCES
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Front Office Interaction with Other Departments in the
Hotel
Marketing and Sales:
1. Provide data on guest histories to marketing and
sales - details concerning each guest’s visit – to be used
for marketing for marketing campaigns, develop
promotions, prepare mailing labels, and select appropriate
advertising media
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
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Front Office Interaction with Other Departments in the
Hotel
Housekeeping:
1. Receive housekeeping room status from each
other
2. Report potential house count (a report of the
number of guests registered in the hotel) to each
other
3. Relay guest requests for amenities and supplies
to housekeeping
4. Report room sales projections
5. Relay accurate housekeeping status
6. Relay security concerns to front office
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Front Office Interaction with Other Departments in the
Hotel
Food and Beverage:
1. Relaying messages to food and beverage
2. Record accurate information on vouchers and
subsequent postings
3. Reporting predicted house counts to food and
beverage so that F&B can schedule
employees and predict sales
4. Processing requests for paid-outs from food
and beverage personnel
5. Inter-face with point-of-sale terminals
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Front Office Interaction with Other Departments in the
Hotel
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
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Front Office Interaction with Other Departments in the Hotel
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.
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Front Office Interaction with Other Departments in the Hotel
Maintenance
1. Provide room status to maintenance
2. Relay information on requests for
guest room maintenance
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Front Office Interaction with Other Departments in
the Hotel
Security
1. 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.
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Front Office Interaction with Other Departments in the
Hotel
Human Resource Management
1. Rely upon front office staff to do initial
screening of candidates
a. Distribute application forms
b. Directions to personnel office
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The Role of TQM in Effective
Communication
• TQM was developed by W. Edwards
Deming in the early 1950s
• He offered a new way to American
manufacturers to improve the quality of
their products by reducing defects through
worker participation in the planning
process
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The Role of Total Quality Management
(TQM) In Effective Communication
Total Quality Management as a management
technique that encourages managers to look
with a critical eye at processes used to produce
products and services.
http://www.hotelonline.com/News/PR2005_4th/Nov05_QARe
turn.html
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The Role of TQM in Effective
Communication
• The most important aspect of TQM in
the hotel industry is the interaction,
cooperation and communication among
departments in the hotel
• This management technique focuses on
ways everyone can work together to
discuss issues and problems and
resolve them as a team
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The Role of TQM in Effective
Communication
• The interaction of employees in a group
setting and/or on a one-on-one basis to
determine:
“What is the root of the problem?”
and
“How can we achieve the end result?”
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An Example of TQM in Hotel
• The GM has received numerous complaints
about the messy appearance of the lobby –
furniture and pillows are out of place,
ashtrays are overflowing, flowers are wilted,
and trash receptacles are overflowing
• The FO Manager recruits a TQM team, which
consists of a front desk clerk, a maid, a
waiter, a cashier, and the director of
marketing and sales
• The team meets and discusses how the
lobby area could be better maintained
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An Example of TQM in Hotel
• The maid says: her colleagues are overworked and
are only allotted 15 minutes to clean up the public
areas on the day shift
• Front desk clerk says: he would like to go to the lobby
to straighten the furniture and pillows, but he isn’t
allowed to leave the front desk unattended
• S&M Director says: she is embarrassed when a
prospective client comes into the hotel and greeted
with such a mess. She has called the housekeeping
to have to the lobby cleaned but is told “It’s not in the
budget to have the lobby cleaned several times a
day”
• The team members realize that the untidy lobby does
create a poor impression of the hotel and the
situation does have to be remedied
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An Example of TQM in Hotel
• The team decides to look at the elements in the
situation
• The team discussion encourages each person to
understand why the maid can’t straighten the
lobby every 2 or 3 hours and why the desk clerk
can’t leave his post to take care of the problem
• Team members start looking at one another with
more empathy and are slower to criticize on other
matters
• The issue of the messy lobby resolved and what’s
more important, the team members developed a
way to look at a challenge in a more constructive
manner
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Review Questions 2
1. Give some examples of how the front office is responsible for
communication with other departments, with hotel guests, and with
the public
2. Explain the concept of TQM
3. The most important aspect of TQM is the interaction that occurs
between frontline employees and their supervisors and the
interaction of employees in a group setting. Explain the meaning of
those sentences.
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THANK YOU AND
HAVE A GOOD DAY
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