It is the one of the many departments of the hotel business which directly interacts with the customers when they first arrive at the hotel. American manufacturers were reluctant at first to embrace total quality management, but Japanese manufacturers were quick to adopt his principles of streamlining methods to manufacture products such as automobiles. Co-ordination and cooperation are not the same terms. They should be involved with the hotel's management team to minimize discounted room rates and plan and control future business, rather than react to market conditions. The customer also tries to find out more information about the hotel by visiting its website. If so, guidelines for and training in screening methods must be provided.
Maintenance employees must know the occupancy status of a room before attending to plumbing, heating, or air - conditioning problems. Magnate declares that this party will be a disaster. Team members start looking at one another with more empathy and are slower to criticize on other matters. Guest requests for additional or special amenities and guest room supplies may be initiated at the front desk. The daily posting of scheduled events on a felt board or an electronic bullet in board provides all guests and employees with information on group events. As the front office is responsible to sell the hotel accommodations, it is a major driving force for generating revenue.
Front office cashier receives all kinds of settlements. Housekeeping personnel must report when rooms are ready to be occupied. Other departments, such as gift shops, recreational activity centers, and valet service, will also be notified so that a guest who hasalready checked out will no longer be able to charge a closed account. Incoming messages for the food and beverage manager and executive chef from vendors and other industry representatives are important to the business operation of the food and beverage department. Small hotels have only one store which is called general store. Guest requests for additional or special amenities and guest room supplies may be initiated at the front desk.
The guest must provide some form of guaranteed, usually in the form of a credit card, to secure this type of reservation. This co-ordination is essential to avoid wrong room numbering and wrong delivery of laundry. Communication is a two-way process, and both senders and receivers must take active roles. As mentioned earlier in the text, once the electronic folio is cleared from active memory after checkout, the guest departure will be indicated on all other modules of the system. In fact, the only d … irect contact most guests have with hotel employees, other than in the restaurants, is with members of the front-office staff. Sell hotel food and beverage outlets. The front desk clerk must keep track of the repair schedule, as guests want to be informed of when the repair will be made.
Oil Magnate are hosting a private party for 200 people in the Chandelier Room of City Hotel. Each situation will describe some communication problems between departments, trace the source of mis-communication, analyze the communication system, and present methods that will help improve communications. If the banquet captain is not able to present the bill for the function, the front desk clerk should be informed about the specifics of food and beverage charges, gratuities, rental charges, method of payment, and the like. Authorized members of the food and beverage department will occasionally ask the front office for cash, in the form of a paid - out, to purchase last - minute items for a banquet,the lounge, or the restaurant or to take advantage of other unplanned opportunities to promote hospitality. Training Video Click Here to Watch our Free Video on Thanks a lot, It is realy helpful and meaningful as well. How does the front office manager encourage effective interdepartmental communication communication between departments? This deletes the guest name and room number from the electronic guest database and the call - accounting system.
Housekeeping co-ordination with store Normally housekeeping department has a store that stocks housekeeping linens supplies independently. The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. The front office manager should discuss the situation with the convention representative and emphasize the benefits of total quality management. It is one of the fastest channel manager that ensures inventories and prices are updated in real time to keep over-bookings and rate-parity at bay. The controller will process the account according to standard operating procedures, which are handled electronically in a property management system. These departments work together very closely in maintaining guest security.
A competent switchboard operator who is friendly and knowledgeable about hotel operations and personnel will make a good first impression, conveying to the prospective client that this hotel is competent. The back office transfer option enables the controller or front office staff to transfer accounts that require special handling or adjustments. Figure 3-4 provides a view of the interaction that is necessary to make total quality management a success. The marketing and sales executives may have to check the lists of available rooms three, six, or even twelve months in the future to be sure the hotel can accommodate the expected number of guests. The process of completing the booking of a special function such as a wedding reception, convention, or seminar depends on the availability of sleeping rooms for guests. The bihourly or hourly visits of the housekeeper to the front desk clerk are a familiar scene in such a hotel. The checkout is the guest's final experience with front office operations and the end of the guest cycle.
These departments view the front office as a communication liaison in providing guest services. Night auditor also has to make in-house guest list and copy and distribute them to all concerned departments. Using knowledge of the portfolio, tone of speaking, and the command over language the switchboard operator can handle the influx of the calls. It's the place from where hoteliers manage their hotel operations. It is also important to note that intradepartmental communication communication inside a department is applicable to this discussion. The purpose of the Front Office Department is to provide guests assistance with luggage, tra … nsportation, information concerning the hotel and the city, and any other service arrangements needed during their stay.
If the room is reserved, the two departments will work out a time frame so the guest will be able to enter the room or be assigned to another room. The staff of this department is very visible to the guests. Likewise, the requests from guests for the repair of heating, ventilating, and air- conditioning units; plumbing; televisions; and other room furnishings are directed to the front desk. A businessman of sales management for over decades. The preparation of the marquee may include congratulatory, welcome, sales promotion, or other important messages. These departments view the front office as a communication liaison in providing guest services.
Secondly, sales managers should build ongoing relationships and profitable partnerships with his or her customers… and jobs to enjoy such as being a sales manager. Serve as customer consultants 3. Maintenance or Engineering Department The maintenance or engineering department and front office communicate on room status and requests for maintenance service. Consult with the reservations manager to determine the expected time of departure for the guests or groups of guests currently in the hotel and expected times of arrival of those who will be registering the next day. Only about 20 percent of the rooms needed have been released by house- keeping. Transfer of Guest Accounts to the Back Office Some methods of payment require transferring folio balances to the back office for further processing.