Effective Communication in Hilton Hotel's Front Office Report

This report provides an in-depth analysis of the critical role of front office communication within the Hilton Hotel, focusing on its impact on various departments and overall operational success. The report highlights the importance of effective communication between the front office and departments such as housekeeping, HR, accounting, food and beverage, marketing, and banqueting. It emphasizes how seamless information flow enhances guest satisfaction, improves staff training, streamlines financial processes, optimizes marketing strategies, and ensures the smooth execution of events. The analysis underscores that robust communication fosters trust, boosts productivity, and ultimately contributes to the hotel's long-term success within the competitive hospitality industry. The report draws upon various sources to support its claims, providing a comprehensive understanding of the subject matter.

FRONT OFFICE

Table of Contents
INTRODUCTION...........................................................................................................................3
Communication between front office and other departments of hotel execute operations
successful.....................................................................................................................................3
Communications are effective for hotel operations.....................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Front office is associated with housekeeping, concierge and hotel room, its roles within
business is to build guest relations. Staff within this section handle their potential guest check in
and out timing, their accounts and a lot of inquires related to available services and products
(Yasmin, Sarkar and Sohail, 2016). The present report is based on Hilton hotel, operate in UK. It
explains the benefits of communications between front office and other sections of hotel to
execute different operation successfully. It also justifies the communications' effectiveness for
hotel operations within hospitality sector.
Communication between front office and other departments of hotel execute operations
successful
Communication is the procedure of sharing and passing essential information from one
person to another that help to understand thoughts of other. Through this process person can
transmit ideas, values, personal opinions and values effectively. It is systematic procedure in
which people's act with and through symbols to interpret and create meaning. Verbal, written,
visual and non-verbal are the four types of communication that help to communicate with other
(Ahmad and Scott, 2014). It is process because it is dynamic, ongoing and every changing,
every company whatever its size or business, is held together by effective communication,
without which they cannot be able to survive for longer within specific sector.
In context of Hilton hotel, front office department plays essential role in business, it is
face of hospitality and hotel establishment. It is considered as first and last department where
consumers interact, they are accountable for making first-hand impression respect level of
facilities and services offered. Front office in hotel is responsible for directing queries to correct
department and answering enquires of guests in systematic manner. Food and beverages,
kitchen, accounting, human resources and marketing department are the different kinds of
departments available in hotel, work or perform in order to achieve common business goal and
objective within hospitality industry (Ma and et.al., 2017).
Healthy and effective communication in hotel fosters sense of cooperation and mutual
trust among employees at all level and consumers as well. Front office good communication or
interaction with other departments make its guests stay at hotel. It is accountable to sell
accommodations of hotel, it is the best driving force for increasing profit and generating
revenue, hence, communication out and within of front office needs to be positive and vibrant.
Front office in hotel sector interacts with varied departments in regard to guests inquires about
room reservation through whole guest cycle up to its department. Communication between

these departments in hotel help to execute each and every operation with business effectively
and successfully.
Communication between front office and other departments and its role in
operations success-
Communication with HR department and its benefits-
Front office and other managements work together towards common goal that is guest
delight and service. Maintaining consumer relations is essential aspect of business, front office
communicate with human resource department of hotel for purpose of staff training and
development programs (Lahap and et.al., 2014). HR section is important element of workers
well-being in hospitality sector. HR is responsible for hiring, compensating and selecting
talented applicants for every department, to increase their productivity and performances. With
the help of effective communication front office department provide information of workers
training and its requirement in workplace to enhance staff members skills that helps to cater
better services to its guest. Front office contacts human resource department when they require
more applicants in workplace to manage the quires of guest, with the help of clear verbal
communication and by using simple words they can covey message perfectly. After
understanding the requirement of skilled people, HR management make plan to hire new
workers in order to enhance good consumers services.

Communicate with accounts or financing department-
Front office staff contact with back office accounting workers by using verbal or face to
face communication method regarding dues and payment settlements of guests (Brisco and
Bidner, 2015). When front office members interact in effective manner with accounts
department, they can cater whole information to its consumers without making any mistakes, as
it help to execute accounting operation successfully. Front office manage accounts of guest with
complete accountability, staff contact with financing colleague regarding coupons settlement
and discount offers which they offered to its potential clients in order to retain them.
Front office communicate with F&B department of hotel-
Food and beverage department is highly responsible for managing and maintaining high
quality of services and food, managing bars as well as restaurants of hotel (Prayag and Hosany,
2015). Guest in hotel speak directly with front office department regarding their requirements of
food during reservation. Front office communicate with F&B section in hotel frequently to tell
them about people requirement that help to prepare food item accordingly. With the help of
effective communication between both department they can satisfy target market and place
good impression on guest, that also help to drive new consumers towards business. Face to
Illustration 1: Communication between Front office and other departments
(Source: Front Office Management – Communication, 2019)

face interaction between front office employees and Food & beverage department team easily
convey special requests of consumer regarding F&B, that help to cooked dishes accordingly.
Communication with marketing section of hotel-
Marketing department in hotel promote their business within market and drive sales of its
services and products better than before. The role of this section is to reach out to consumers,
community, prospects and investors, while making overarching image that present firm in
positive light, for example Hilton hotel marketing department spread information about their
luxuries services and goods in target market. Sales department mostly relies upon front office
inputs about guests. Front office workers communicate with this department in order to achieve
success of marketing operation effectively, as they have whole history of guest which is one of
the excellent source for targeting and segmenting people, plan campaigns and execute it
effectively. With the help of communication between front office and marketing, they can
prepare consumers oriented packages to drive people towards hotel which is quite beneficial for
growth of business.
Front office communicate with housekeeping section-
Housekeeping department is very important section of hotel, they are responsible for
maintenance, cleanliness, back area and aesthetic upkeep of rooms. They make efforts to give
people desirable room that direct bearing on its experience in hotel (Khattak, Rehman and
Rehman, 2014). Front office department also communicate with this section effectively, when
guest check out and before they check in into hotel for spending their holiday with family or
friends. Through their communication and good interaction, they can prepare room according to
consumer requirement and provide all resources they want during stay for longer in hotel.
Communicate with banqueting department-
In order to arrange and organize large event in hotel, front office department
communicate with banqueting section through simple verbal and non-verbal method of
communication. Front office provide information about number of guest attending function, that
help banquet department team to make all the arrangements accordingly without less
satisfactory work.
Communications are effective for hotel operations
It is clear from above statements that communication is effective for operations of hotel.
Excellent communications between all department enhance overall experience of guest as it
reflects that hotel staff are listening and understand to their needs, valuing their feedbacks and
give priority as well (Yang, 2015). It leads to guest loyalty, increased profitability, productivity
and make hotel becoming more successful within industry for longer term. When properly

understand what front office says, human resource department effectively prepare plan for
recruitment people as per requirement in firm. By hiring right people, at correct time in right
position, HR department contribute in achieving success of business.
Interaction between F&B department and front office of hotel is key success in keeping
guest satisfied. Through verbal communication front office section contact with team of cooking
department they give information about consumer preferences and requirement of food in order
to cook accordingly. With the help of this, they can deliver food on time at room (Dawson and
et.al., 2014). Food and beverage department want to produce new dishes that helps to make
guest happy and which they enjoy a lot, through effective communication with front office they
can identify needs and preference of exiting consumers in hotel and present in front of them
effectively.
Front office communication with marketing department which is very effective for hotel to
promote and introduce their new accommodation services within market that help of attract
people from different places towards firm. When marketing manager and its team member
collect data about guest preferences with the help of communicating with front office
management staff, they can prepare advertisement plan effectively.
CONCLUSION
From above, it has been concluded front office communication with human resource
department, housekeeping, marketing, accounting and other sections in hotel help to execute
each operation successful. Front office communicates with other departments by using verbal,
textual and non-verbal methods that help to cater good services to its consumers. Effective
communication between all the section in firm build trust and increase understanding.
Furthermore, communication transfer essential information about guest to other section that
help to make all preparation accordingly before any mistakes on time. When all departments
communication is good, consumers services cannot suffer they can enjoy the movement without
barriers.

REFERENCES
Book and Journals
Ahmad, R. and Scott, N., 2014. Managing the front office department: Staffing issues in
Malaysian hotels. Anatolia. 25(1). pp.24-38.
Brisco, B.C. and Bidner, K., 2015. Method and system for a hotel based meeting and
conference communications network. U.S. Patent 9. 124. 437.
Dawson, M and et.al., 2014. The influence of hotel communication practices on managers’
communication satisfaction with limited English–Speaking employees. Journal of
Hospitality & Tourism Research. 38(4). pp.546-561.
Khattak, A.N., Rehman, S. and Rehman, C.A., 2014. Organizational success through corporate
trainings: A case study of hotel industry of Pakistan. Journal of Business Studies
Quarterly. 6(1). p.167.
Lahap, J and et.al., 2014. Internal market orientation framework as a source of improving
service quality within the Malaysian hotel industry. In SHS Web of Conferences (Vol.
12, p. 01004). EDP Sciences.
Ma, S and et.al., 2017. Opportunities and challenges of value co-creation: the role of customer
involvement in hotel service development. International Journal of Contemporary
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Prayag, G. and Hosany, S., 2015. Human resource development in the hotel industry of
Mauritius: myth or reality?. Current Issues in Tourism. 18(3). pp.249-266.
Yang, J.T., 2015. Effect of internal marketing on knowledge sharing and organisational
effectiveness in the hotel industry. Total Quality Management & Business Excellence.
26(1-2). pp.76-92.
Yasmin, M., Sarkar, M. and Sohail, A., 2016. Exploring English language needs in the hotel
industry in Pakistan: An evaluation of existing teaching material. Journal of Hospitality
& Tourism Education. 28(4). pp.202-213.
Online
Front Office Management – Communication. 2019. [Online]. Available
through:<https://www.tutorialspoint.com/front_office_management/front_office_manag
ement_communication.htm>
The Importance of Communication Between Different Departments in an Organization. 2019.
[Online]. Available through:<https://smallbusiness.chron.com/importance-
communication-between-different-departments-organization-11901.html>