Effective Communication in Hotel Front Office Operations Report

This report delves into the critical role of communication within a hotel's front office, specifically using the Hilton Hotel as a case study. It examines how effective communication between the front office and other departments, such as Human Resources, Food and Beverage, Housekeeping, Accounts, and Marketing and Sales, is essential for successful operations. The report details various communication methods, including oral and written communication, and their impact on achieving organizational goals. It emphasizes the importance of clear, concise, and appropriate communication to ensure guest satisfaction and efficient hotel management. The analysis covers aspects like word choice, body language, inoffensive language, and tone of writing in order to enhance the effectiveness of communication. The report concludes by highlighting the role of effective communication in driving business growth and ensuring profitability in the competitive hospitality market.

Hotel Administration and
Front Office Operations
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Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
How communications between front office and other departments of hotel to execute
operations successfully?.........................................................................................................3
How they ensure about effectiveness of communication for hotel operation?......................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7
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INTRODUCTION
Hotel administration is defined as way of selling service like guest accommodation, food
preparation, activities of hotel which is combined with management of enterprise tasks like
marketing, sales, accounting. On other hand, front office operations is defined as area in which
visitors arrive and interact with staff member for first time (Dinh, 2018). The given organisation
is based on Hilton Hotel which was founded in 1919 at United, Kingdom. It is hospitality
industry providing services of hotels, resorts to worldwide people. The main aim of report is to
discuss about communication between front office and other departments of hotel in order to
execute operations successfully and ensuring about effectiveness of communication for hotel
operation.
MAIN BODY
How communications between front office and other departments of hotel to execute operations
successfully?
Communication is defined as process of transferring data and information from one
person to another. It is the way of interaction among one another in most effective and efficient
manner. It is very important for organisation to have proper communication within each and
every department so that set goal and objectives can be attained in appropriate manner. For
execution of operations at business, proper communication is required. In respective of Hilton
Hotel, there are different department who are working together with other to execute operations
in successful manner.
Front office department is main area of hotel industry which directly connect or interact
with consumers whenever they arrive at hotel (Dzhandzhugazova and et. al., 2016). Employees
working under such department are visible to guests and handles transaction among both guests
and hotels in effective manner. This department has to perform communication with other
divisions of hotel in order to execute operations and functions in successful manner to
accomplish set goal and objectives for positive outcomes. The healthy communication leads to
create cooperation and mutual trust among employees and guests. Front office communication
with help of other department makes their guests to stay at hotel. This division is responsible in
selling hotel accommodation which leads to generate revenue. There should be positive
interaction within as well as other section for creation of effective relationship. The
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communications between front office and other departments of Hilton Hotel for execution of
operations in successful way are described below:
Communication With Human Resources- Front office department should engage with
HR division for interviewing, short-listing and selecting suitable candidate for hotel (Front
Office Management – Communication, 2020). Here, HR is responsible for conducting training,
induction programs, leaves, appraisals, dues, salaries. For example, employees working in Hilton
Hotel has issue in terms of culture and management styles then they have to approach to HR to
get solution for their arise problems.
Communication With Food and Beverage Department- In hotel industry, guest speak
to front office department regarding requirement of food and beverage during reservation. In this
respect, front section has to communicate with food and beverage department. They are
responsible to keep record of guest's purchase from coffee, bars, restaurant at hotel. Front office
has to reserve, deals, accept inquiries of banquet as well as coordinate with particular
department. While providing food and beverage to guest, it is essential to ensure about health
and safety of their employees to avoid issues which impact their health.
Communication With Housekeeping- The front office department of Hilton Hotel has
to interact with housekeeping focusing on different aspects like security of premises, readiness of
empty accommodation for selling, requirement of guest to remove soiled dished from
accommodation (Kaur, 2017). Apart from this, housekeeping should ensure about number of
sold rooms, staying of guests, departures, check-in/out and so on. In this aspect, resource should
be properly allocated to all accommodation so that arrival guests does not have to face any issues
while staying at hotel.
Communication With Accounts- Front office has to handle accounts of their guests
with full responsibility where staff has to communicate with back office in terms settlement of
payments, due of guests, offering discounts, settlement of coupons. They should ensure about
night auditing with discounts to sort out status of accounts. In context of Hilton Hotel, they
should have highly skilled and capable accountant to settle transaction of guests in best manner.
Communication With Marketing and Sales Department- Marketing as well as sales
department has to relies on front office inputs regarding their guests. History of guest is
aggregated by front office division in order to segment consumers, plan, customer oriented
packages, execute campaigns and others. Front office of Hilton Hotel has to interact with sales
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and marketing division for preparation of electronic marquees as well as promotions. For
example, marketing department of Hilton Hotel may face issue in terms of promotion of their
products and service in front of their consumers. They have to analyse market first and identifies
ways through which consumers become more aware about business and their operations. In
current scenario, large number of people are connected to social media which should be adopted
by business to overcome issue of marketing.
In this way, there should be effective communication among front office and other
department of hotel to execute and carry out business operations as well as activities
successfully. This assist all department to work in together manner for attainment of goal and
objectives. There should be coordination among front office department with different divisions
to know about each other problem in order to provide solutions.
How they ensure about effectiveness of communication for hotel operation?
There are different types of communication which can be applied by business for
attainment of goal and objectives. This includes, oral, written, face to face, verbal, informal and
others (Kimes, 2017). In context of hotel industry, different communication are used such as oral
and written for carrying business activities and operations. The effectiveness of such
communication for hotel operation are as follows:
Effectiveness of Oral Communication
It is defined as spoken interaction among two or more people. This is the types of
communication where communication is conducted through face to face interaction, meeting and
presentation (Elements of Effective Oral Communication, 2020). For carrying out hotel
operation, it is very important to use such communication for proper interaction with consumers,
guests and so on. For making such communication to be effective, there are some elements
which need to be followed such as:
Word Choice- On daily basis, there are arriving and departure of large number of guests
from hotel so operator has to use right words at right time and situation. For example, Hilton
Hotel has to interact with other department for carrying out activities and operations. These
communication is effective due to clearly understanding of words.
Body Language- This is regarded as important tool to communicate message which
consists of non-verbal cues at time of interaction. These element speak more than words to show
what they want to represent in proper way. For example, if guest has arrived at Hilton Hotel with
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help of body language they have to greet them and if they understand it in appropriate manner
then it represent about effectiveness of communication.
Effectiveness of Written Communication
It is defined as communication which is performed in written format. This types of
communication is essential for business to interact with people that has an evidence for long
terms (Okumus and et. al., 2016). They are some factors which should be considered while
carrying out hotel operations activities for effectiveness of written communication
Inoffensive Language- When written communication is carried out for hotel operation
then there should not be used of offensive language that may hurt any visitors or guests (Written
Communication, 2018). All inoffensive and polite language should be used to deal with them. In
terms and condition, simple and clear language should be apply in proper manner.
Tone of Writing- While writing any offers, discounts, tone should be very attractive and
unique in order to catch attention of people (Szende and Reddy, 2017). In context of hotel
operation, this communication should be good so that users can understand in easy manner.
Therefore, it is the responsibility of manager to ensure about use and effectiveness of
communication for carrying out hotel operation in proper way to achieve goal and objectives. In
case if communication is not effective then they should chose another method of doing
interaction among each others.
CONCLUSION
From the presented report, it has concluded that communication plays an effective roles
in success and growth of business at marketplace. In context of hotel industry, front office
operations department has to interact or communicate with different divisions such as
housekeeping, purchase, maintenance and others for execution of business operations in
successful manner. The issues may arise in resource allocation, management styles, marketing,
culture, health and safety organisation which should be solved in proper manner. Organisation
requires proper communication for hotel operations in order to attain outcomes. This ensure
about effectiveness of communication for hospitality industry by enhancement of profitability
and productivity of business at competitive market. It is also important to use proper tone,
language, body language, expression and so on.
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REFERENCES
Books and Journals
Dinh, T., 2018. Front Desk Development Hanoi Hilton Opera House.
Dzhandzhugazova, E. A. and et. al., 2016. Business administration in hotel industry: problems
and solutions (by the example of the Russian Federation). International Journal of
Applied Business and Economic Research. 14(14). pp.651-660.
Kaur, I., 2017. Role of hotel management and catering technology institutes in ensuring food
safety. In Food Safety in the 21st Century (pp. 321-335). Academic Press.
Kimes, S. E., 2017. The future of hotel revenue management.
Okumus, F. and et. al., 2016. Career paths of hotel general managers in Turkey. Asia Pacific
Journal of Tourism Research. 21(11). pp.1214-1226.
Szende, P. and Reddy, P., 2017. A Fragment of the Past: The System of Hotel Front Office
Racks.
Tag-Eldeen, A., Barakat, M. and Dar, H., 2017. Investigating the impact of workplace bullying
on employees’ morale, performance and turnover intentions in five-star Egyptian hotel
operations. Tourism and Travelling. 1. pp.4-14.
Online
Elements of Effective Oral Communication. 2020. [Online]. Available through:
<https://oureverydaylife.com/become-more-competent-communicator-2302512.html>.
Front Office Management – Communication. 2020. [Online]. Available through:
<https://www.tutorialspoint.com/front_office_management/front_office_management_c
ommunication.htm>.
Written Communication. 2018. [Online]. Available through:
<https://www.inc.com/encyclopedia/written-communication.html>.
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