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

2. 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

3. 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)

4. 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.)

5. 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 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 Front Office Interaction with Other Departments in the Hotel (Cont’d.)

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

7. 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.)

8. 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.)

9. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Maintenance 1.Provide room status to maintenance 2.Relay information on requests for guest room maintenance Front Office Interaction with Other Departments in the Hotel (Cont’d.)

10. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved 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. Front Office Interaction with Other Departments in the Hotel (Cont’d.)

11. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Human Resource Management 1. Rely upon front office staff to do initial screening of candidates a. Distribute application forms b. Directions to personnel office Front Office Interaction with Other Departments in the Hotel (Cont’d.)

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

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

14. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Case Study 302 – A Weekly General Manager’s Meeting – Role Play oAna Chavarria – Front Office Mgr. oAndy – Parking Garage Mgr. oEric – F&B Mgr. oFrank – Dir. of Maintenance oMargaret Chu – GM