Effective Communication in Front Office Operations: Hilton UK Report

This report analyzes the critical role of communication in the success of hotel operations, specifically focusing on Hilton UK. It examines the contribution of various communication tools, including Property Management Systems (PMS), mobile and web applications, two-way radios, and DECT phones, in facilitating effective interdepartmental coordination, such as between the front office and housekeeping. The report delves into how these tools enhance operational efficiency, improve guest services, and contribute to successful front office functions like reservations, check-in/out, and payment processing. Furthermore, it discusses the significance of operational reports, such as housekeeping reports, and budgeting to ascertain the effectiveness of communication tools in improving overall hotel performance. The conclusion emphasizes the positive impact of streamlined communication on guest satisfaction and the overall success of the hotel.

Front Office Operations

Table of Contents
INTRODUCTION...........................................................................................................................3
Part 2 A: Analysis of the contribution of communication in effective performance of the
functions of different departments...................................................................................................4
1. PMS and other communication tools .....................................................................................4
Part 2 B: Ensuring the effectiveness of these communication as they are helpful in performance
of hotel operations............................................................................................................................5
1. Discussion of different operational reports.............................................................................5
2. Budgeting................................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
.........................................................................................................................................................8

INTRODUCTION
Communication is the effective approach which help in disbursement of information
from one place to another. The role of communication in hospitality organisation is quite
important as this will help to bring coordination in between the different departmental functions
i.e. front office, housekeeping, food and beverage etc. There are large number of communication
tools and approaches which are used within international hotels in effective dissemination of
information includes the use of PMS software and focus over direct communication through
removal of channels (Ettinger, Grabner-Kräuter and Terlutter, 2018). Hilton UK is taken in
assessment of the role of communication in respect to the execution of operations successfully in
between different departments.
This report covers about analysis of the contribution of communication in effective
execution of operations between different departments of an organisation. Also, ensuring about
the effectiveness of communication through analysis of the performance of hotel operations is
covered in this report.
Part 2 A: Analysis of the contribution of communication in effective
performance of the functions of different departments
1. PMS and other communication tools
Hilton UK is international hospitality organisation. This group having their operations
worldwide and perform functions with the help of different departments. The number of
departments working within Hilton UK includes front office, housekeeping, reservation, food
and beverages etc. The success of this hotel in UK is depends upon many factors. The one most
important internal aspect which contributes in the success of an Hilton UK includes effective
communication (Genç, 2017). This will aid in creation of coordination in between the different
departments which allows in performance of overall functions within specified period of time
along with accomplishment of predetermined objectives.
The different number of communication tools which are used by this hotel in effective
disbursement of information includes:
PMS: It is communication system which is named as property management system. This
tool is the heart of Hilton and similar to the ERP system. The main purpose of this software is
about bring coordination in between the functions of front office, sales and planning, report etc.

The number of functions which are performed with the help and application of this system in
Hilton UK includes reservation, availability and occupancy management, check in/out, guest
profiles and report generation. This software of the hotel is also get connected with other
applications of the hotel which contributes in the enhancement of communication includes hotel
point of sales (POS) or the CRS. Some other main and important functions which are performs
within the hotel belongs to the different department includes operation of front desk tasks,
reservations, channel management, housekeeping, rate and occupancy management, payment
processing, guest contact services, voice confirmation, intelligence console etc.
Mobile and Web app: This is one of the effective communication medium which is used
by Hilton UK in performance of their functions. The use of this app is does by all different
departments of hotel as the central medium of communication (Ibrahim, 2016). The main reason
behind the usage of this tool as communication is based upon the principle that communication
can be improved only when single medium is used to convey the messages by the different
departments. This is so because this will provides an opportunity to all the different departments
to saw the updates of others and according to the same perform their functions or built future
strategies. This will work as digital solution of their issue of coordination which not only saves
the time but also help in reduction of overall performance cost. Such integration of all the
department functioning information on one medium allows to perform with optimum capacity in
satisfaction of the consumer needs.
Two way radio or Radio Walkie-Talkie: This is one of the most common and effective
communication tool which is used in Hilton UK. The nature of this communication tool is fast
which allows the communication in between the different department with the help of Radio
Walkie-Talkie. The coverage of this tool is not good as cellular network but the coverage of
same is effective in nature which allows the communication in between the different departments
without any hindrance. The large number of benefits which are associated with the application of
this tool that are grabbed by Hilton UK includes saving of cost, time, better communication,
effective coordination, reliable guest services etc. Manager of each department have this tool
which allows in two way communication (Jaremen, 2016).
DECT Phones: This communication medium is named as digital enhanced cordless
technology. This is different from Radio Walkie-Talkie and works on PSTN or land-line phone
line. This technology has huge importance in hotel industry in respect to the improvement of

functioning and satisfaction of the needs of consumers. The range of this technology is depends
upon the device and typically covers the are of 300 meters. The expensive one has best range.
There are many other factors that impact over its range includes climate, obstacle and radio
interface. The use of same as intercom is the additional feature attached with the use of these
devices and technology. This will improves the feasibility of this technology in hospitality
industry. In Hilton UK, this technology is in both manner as intercom and the one which operates
through land line phone lines. The importance of this Hilton UK is more as this is cheap and
effective in nature which is understandable and in reach of everyone (King and Lee, 2016).
Part 2 B: Ensuring the effectiveness of these communication as they are
helpful in performance of hotel operations
1. Discussion of different operational reports
Operational reports includes different reports which are prepared by the internal
departments of the hotel that depicts their performance. The different report includes
Housekeeping, Food and beverage and Reservation. These reports not only includes the
information about their performance but also explains the aspects which are contributed in their
successful operation. Analysis of these reports of Hilton UK are done below in respect to
ascertain the contribution of communication in their successful performance:
Housekeeping report
This report depicts the overall information about their performance (Pratt and Hahn,
2016). The aspects which shows the contribution and effectiveness of different communication
tools in successful operation and effective performance is determined from below mentioned
analytics gathered from the report:
PMS: This communication software have their functioning in different departmental
activities of the hotel. It is ascertained from above analysis that this software help front office
department in performance of function like reservation, guest contact services, check in and out
and final payment processing of bills effectively because this has connection with guests from its
arrival to final leaving so, all the information can be ascertained in easy manner that contributes
in successful completion of front office functions (Randhawa and et. al., 2016). This will allows
them to guide other departments in their functioning in digital form like it help the housekeeping
department of hotel that after checking out of guests from the room they get information in

respect of the same through notification which allows in performance of cleaning function on
time. So, this integration of information in one software in respect to the different departments
brings coordination and removes duplication of work which allows in performance of all hotel
functions properly in day to day manner.
Mobile and Web app: This allows the front office department of Hilton UK to update on
mobile app which is used as internal communication after the checking out of guest. Such
updation generates notification which help the housekeeping department in functioning of their
duty about the cleaning of rooms. So, this communication medium integrates the functioning of
each department with one another that allows in effective performance of overall hotel
operations.
Two way radio or Radio Walkie-Talkie: Front office department of the hotel has the
duty to guide other departments in respect of their functioning. All the major functions that are
related to other departments are first initialise over front office includes check in, reservation,
room availability, cleaning etc. So, the use of Radio Walkie-Talkie allows in providence of
information to the manager of other departments as housekeeping to perform and complete the
all related functions which are initialise over front office department (Zylfijaj and Pira, 2017).
So, the use of this communication tool for the purpose of disbursement of information along with
the improvement in support of front office help in overall successful accomplishment of hotel
operations.
DECT Phones: This will allows the two way communication in between the personnels
of two different departments. Front office of Hilton UK has the function related to greeting of
guest and allocation of rooms. Also, they have to work in respect to provide direction to
housekeeping for cleaning of such allocated rooms. So, in this regard this technology has played
the main role in disbursement of information in between these two along with performance of all
hotel operations successfully.
2. Budgeting
It is effective tool to determine the contribution of some aspect towards the
successfulness of operation. The same is used by Hilton UK to use communication tools like
PMS, Mobile and Web app, Radio Walkie-Talkie and DECT phones to improve
interdepartmental communication and perform overall hotel operations effectively (Ibrahim,
2016). Measurement of current results with such budgeted help to ascertain effectiveness. After

the use of these mediums ascertained positive change over sales which proves that overall hotel
operations are done perfectly due to effective functioning of different internal departments (King
and Lee, 2016).
CONCLUSION
It has been concluded from the above report that communication has effective role in the
success of hotel operation through bring coordination in between the different interdepartmental
function. The communication tools which are majorly used includes PMS, Radio Walkie-Talkie,
Mobile app and DECT phones. All these have effective contribution in success of hotel
operations along with satisfaction of consumer needs.

REFERENCES
Books and Journals
Ettinger, A., Grabner-Kräuter, S. and Terlutter, R., 2018. Online CSR communication in the
hotel industry: Evidence from small hotels. International Journal of Hospitality
Management. 68. pp.94-104.
Genç, R., 2017. The importance of communication in sustainability & sustainable strategies.
Procedia Manufacturing. 8. pp.511-516.
Ibrahim, M., 2016. Evaluating hotel websites as a marketing communication channel: A dialogic
perspective. Information Development. 32(3). pp.718-727.
Jaremen, D. E., 2016. Advantages from ICT usage in Hotel Industry. Czech Journal of Social
Sciences Business and Economics. 5(3). pp.6-18.
King, C. and Lee, H., 2016. Enhancing internal communication to build social capital amongst
hospitality employees–the role of social media. International Journal of Contemporary
Hospitality Management. 28(12). pp.2675-2695.
Pratt, M. A. and Hahn, S., 2016. Enhancing hospitality student learning through the use of a
business simulation. Journal of Hospitality, Leisure, Sport & Tourism Education. 19.
pp.10-18.
Randhawa, P. and et. al., 2016. Hospitality service innovations in private clubs. Cornell
Hospitality Quarterly. 57(1). pp.93-110.
Zylfijaj, R. and Pira, B., 2017. Assessment of critical success factors of TQM culture in
hospitality sector in Kosovo. International Journal of Research in Business and Social
Science (2147-4478). 6(1). pp.65-77.
Online:
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