Analyzing Communication Effectiveness in Hotel Front Office Operations

This report provides a comprehensive analysis of communication within a hotel's front office and its impact on overall operations. It examines the essential role of the front office as a central hub, facilitating interactions with departments such as marketing and sales, housekeeping, food and beverage, maintenance, security, HR, and banquets. The report details the specific communication patterns, highlighting how the front office exchanges information with each department to enhance guest satisfaction and streamline operations. It also analyzes the effectiveness of communication, considering marketing management styles, organizational culture, and health and safety protocols, concluding that effective communication is crucial for the hotel's operational success. The report references various journals and books to support its findings.

LO 3 Examine issues such as
resource allocation
marketing management
styles culture health and
safety and organisational
industry

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
LO3..................................................................................................................................................3
Communication between Front Office and other departments of hotel......................................3
Analyse effectiveness of the communication for the hotel operations........................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Front office is the essential part of hospitality industry which comes in contact with
customers directly when they reach first in the hotel. Front office keeps close contact with other
department of the company. They perform several roles within workplace i.e. reception and
registration of the guests, supervise guests request for fulfilment and commands to other hotel
services for arriving and departing guest. The brief study of the report supports to analyse
communication between Front office and other the other departments of the hotel.
LO3
Communication between Front Office and other departments of hotel
Front office is the main hub of the hospitality industry who keeps close contact with
guest and other departments of hotel so that easy to give high satisfaction to the guest (Dinh,
2018). There are various department within hotel which performs different roles but command
by Front office so that they can meet customer objectives by offering good experience of the
service. The front office staff keeps regular communication with overall departments of the
hospitality industry, includes housekeeping, food and beverage, banquets, maintenance, security,
HR and marketing and sales. To keep regular contact with each department is that offers best
guest services. Front office keeps unique communication link with other departments. It is
described below:
Marketing and sales department
The front office communicates regularly with marketing and sales department to get data
of guest histories and details about each customer’s visit. While several information collets
through zip codes, frequency of customer visiting, special requests and reservation for staying or
sleeping purpose. Overall information’s are given by marketing and sales department to the front
office. Basically, sales and marketing plays essential role within the hotel because they designs
special packages and offers which are offered by Front office to the guest during off season. The
front office informs sales and department about room availability for upcoming three to six or six
to twelve months, Guest history, reservation history and closed dates for room availability
(Faisal, 2018). Based on the information organizes discount or occasion packages by marketing

department. Thus, FO communicates with marketing and sales department for exchanging
information and lead high profitability within company.
Housekeeping department
FO and Housekeeping department interact with each other to know about housekeeping
room status where housekeeper reports FO about room availability for immediate guest. FO and
Housekeeper keeps open communication or face to face communication, doesn’t use a proper
management style. Housekeeping department gives report about housekeeping status in term of
availability of room, occupy guest or already occupied and stay over means guest is not checked
on current day. Apart from this FO and House keeping communicates to each other to get detail
of potential customers like number of revisits several guests, security concerns and request for
amenities means personal toiletry items (Hidayat, Maulida and SS, 2019). It is important for FO
because these type issues lead immediate concerns to customer mind and other supervisors in the
hotel as well. FO gives immediate response on guest request about room cleaning or others so
that they don’t have to face any inconvenience. While Housekeeping department also gives
immediate action on FO concerns for the guest request. In addition, FO prepares weekly reports
and distributes to housekeeping department to make them information about guest status. It
supports executive housekeeper to plan personal leaves and vacation days for employees. Thus,
FO and Housekeeping department communicate openly which removes guest issues and improve
their experience.
Food and Beverage department
The front office and Food and Beverage department communicate to each effectively and
it is essential as well. There is an example to understand communication concept between FO
and F&B such as FO reports F&B about predicted hose count, number of guests which are
expected to register on the basis of previous experience, number of guests who request to paid
out and several guest who has paid out of the cashiers drawers. These kind information helps
F&B manager or restaurant manager fulfil customer’s demand on time. Even F&B manager
reports to FO about delaying of food preparing due to large number of items or chef absences
which causes unable to give different food services. It helps FO to give information to the guest
about order status or food status. The front office department also take care about guest who

speaks about their food and beverage requirement like organic, spicy while reservation. These
overall report gives by FO to F&B so that guest meets their objectives. Most of the guest who
concerns for their health and requires special food which improves their health instead of
negative impact. So, FO immediately communicates to F&B executive to keep quality in food.
thus, both department plays different operation in the hotel and gets effectiveness to their
operation communicate regular basis.
Maintenance and Engineering department
The front office and Maintenance department communicates to each other to know about
room status and requests of guest for maintenance services. Maintenance department effectively
check out room status before arriving of customer such as heating, air-conditioning and
plumbing problem. When customer reserves room then two departments i.e. engineering and
maintenance works together within time frame so that guest doesn’t have to face suck kind issues
or be assigned to other room.
Security department
The communication is very essential between front office and security department
because it is about to provide hospitality to the guest. Both department FO and Security
department works together to offer guest security. There are several safeties fire safety,
emergency communication system and process of routine investigation about guest safety etc.
offers by FO and Security department to the guest (Sayin, 2019).
Human resource department
HR department keeps regular communication with FO executive about staff performance
at workplace like initial contact of potential employees with other departments. HR department
supervise FO staff like how they welcome to guest and how they communicate with other office
departments. HR provides training classes to staff for improving their working efficiency and
service quality. While FO shows their concerns about employees’ productivity where HR screens
job candidates for the suitable job.
Banquet department

The front office and Banqueting department communicate with each other effectively.
They communicate to each to discuss about several concerns related to the guest such as
predcted number of guest to attend banquet, posts daily message regarding venues, occasions,
guests and hosts. Occasionally, banquet department combines functions of marketing and sales
department and involves F&B as well (Islam, 2018). Where Front office gives information to
banquet department to the guest about scheduled events and bill payments. Front office
department assigns a labour to prepare daily announcement boarding which enlists number of
events, room assignments and others. it helps guest and other department to know about hotel
activities. Thus, both department FO and Banquet perform their function effectively and supports
to each other by offering proper information as well.
Analyse effectiveness of the communication for the hotel operations
Marketing management style
On the basis of FO and marketing and sales department communication can be
understood that marketing style is quite effective of the department. For example, marketing and
sales department designs holiday packages and offers for attracting customer. While FO
department communicate with guest by warm welcome which gives effectiveness on customer
mind and they like to revisit in the hotel. Even FO try to improve their experience by fulfilling
their request and informs them about special packages and offers in term of occasion season.
Thus, both departments FO and sales and marketing coordinate to each other well form and
perform thir operations effectively in the hotel (Hossen, 2019).
Culture
Organization culture is quite good in the hotel which can be understood by housekeeping
department and FO because they communicate to each other face to face without using any
management style. Open communication improves effectiveness in their operation. Even FO
easy to keep guest concerns free about safety, security, cleanliness etc. which can raise issues but
Housekeeping department perform their effective role by offering effective services to customer
on time. Weakly report distribution is also another good option which is distributed by FO to
overall department which assist executive of overall department in planning personal leave and
vacation leaves for the employees. Apart from this, Banquet and FO department communication

is quite effective and organizes events and venues for the guest which improves their experience
within workplace, even employees of different departments also get chance to become relax.
Health and safety
F&B and Security department both plays different roles and tries to offers best quality
services to customer such as F&B provides hygienic and health food to the guest as per request
while security department provides safety to the guest so that they can enjoy concerns free. FO
communicates them effectively which helps them to perform their duties effectively. It can be
analysed that communication gives effectiveness in the hotel operations.
CONCLUSION
The brief study of the report has been concluded communication between front office and
other departments of the hotel for executing operation successfully. There are several factors i.e.
marketing style, culture and health and safety helps to ensure that these communications are
effective for the company operations which can be summarized in report.

REFERENCES
Books and Journals
Dinh, T., 2018. Front Desk Development Hanoi Hilton Opera House.
Faisal, M., 2018. How to increase efficiency of Front Desk using holistic approach: Case: Hotel
X.
Hidayat, H., Maulida, R.D. and SS, M.P., 2019. ENGLISH SPEAKING SKILLANALYSIS OF
SARI ATER HOTEL AND RESORT FRONT LINER STAFF. Hedi Hidayat:
157010009 (Doctoral dissertation, Sastra Inggris).
Hossen, M., 2019. Managing Front Office Operation Of A Study on Hotel Eastern Residence.
Islam, M., 2018. Service Excellence of Front Office Operations in Ocean Paradise Hotel, Cox’s
Bazar.
Sayin, K., 2019. The Effect of Communication Problems on Productivity in Hotel Operations: A
Qualitative Application. Mednarodno inovativno poslovanje= Journal of Innovative
Business and Management. 11(2). pp.51-58.