Communication Strategies: Front Office Operations at Ritz Hotel

This report provides an in-depth analysis of front office operations within the context of the Ritz Hotel, a five-star establishment in London. It focuses on the crucial role of communication between the front office and other departments, emphasizing the use of Property Management Systems (PMS) and various communication tools like Blink and Ryver to facilitate efficient information transfer. The report explores the front office's interaction with the housekeeping and human resource departments, highlighting how PMS aids in coordinating tasks, managing employee information, and streamlining operational processes. Furthermore, it discusses the effectiveness of different operational reports, such as reservation, housekeeping, and revenue reports, in supporting informed decision-making and fostering a positive working environment. The analysis underscores how these reports contribute to better communication, improved guest services, and enhanced overall hotel performance.

Front office operation.

Table of Contents
INTRODUCTION...............................................................................................................3
MAIN BODY.......................................................................................................................3
Analysing communication between front office and other department by using
communication tools......................................................................................................3
Discussing communications effective for hotel with different operational report..........5
CONCLUSION...................................................................................................................6
REFERENCES..................................................................................................................7

INTRODUCTION
Front office department plays a vital role in hotel and it is the face of hotel or
hospitality establishment in sector. This department is highly responsible for creating
first-hand impressions regarding the level of services and facilities provided. The
present report is based on “Ritz hotel” which is a second grade listed 5 star hotels
located in London. This report will analysis communication between front office with
other department of hotel to execute operations successful by using PMS and other
communication tools. The secondly discussion how communication is effective for hotel
operations by using different operational reports.
MAIN BODY
Analysing communication between front office and other department by using
communication tools.
Communication is simply the act of transferring information from one place,
person or others. This plays an important role in organization because that help to
convey important massages with others. The front office department is important part of
hotel because this is the place where customers are come first and take first impression
of hotel (Giles, 2016). They are highly responsible for give positive impact on customer
mind regarding hotel services. In order to analysis communication between front office
and other department, here is mention some tools of communication are as follows:
Front office with housekeeping department: Front office department is most
important place of hotel because from this place customers get more details about hotel
services in proper manner. On the other side, housekeeping department is also helped
to make clean and effective surface and clean service to customers. Front office
department need to make proper communication with housekeeping department for
gaining proper information about customers needs and wants. In that PMS played an
important role. This is property management system which is comprehensive software
application used to cover objectives like coordinating the operational functions like front
office planning (Köseoglu Chan, Okumus and Altin, 2019). This help to make proper
communication between both department through using Blink communication app which
is combines workplace messaging with assess to rotas, policy and training as well as
can use email system. This help to improve front line employee engagement.

Front office with Human resource department: Human resource department
is also important and effective part of hotel industry as well as Ritz hotel. This
department is help to hire best and talented employee and candidates for front office
department and also responsible for organize training and development program for
them in an effective manner. In that PMS play role to make proper communication
between both department because this system have proper details of employee of Ritz
hotel like who required training, vacant post and more. In that cases Ryver software app
which is the best communication tool this help to make positive team collaboration
(Yang, 2015). Also, both department can use telephonic communication tool. Through
that they are able to convey their messages with others in proper manner. This
communication is highly important for business in order to hire and train those
employees really need to take training.
PMS (Property management system):
Property management system was defined as a platform which is highly enabled
for hotel or group of hotels to manage front office capabilities like booking reservation,
guest check list like check in and check out, room assistants as well as managing room
rate and billing. This tool is delivered a software platform which replaced heavy paper
work process. This integration is more beneficial for Ritz hotel by creating more
suitability of work. This work highly in front office department by showing complete
details of booking and reservation of room. Through that, hotel management have
proper details of vacant room by this they are able to book room by consider same to
other. On the other side, in the housekeeping department is back bone of Ritz hotel
because they are proper service's provider of company to its customers by knowing its
needs and wants (How Hotel PMS Works, 2018). PMS improve housekeeping services
with instant updates on housekeeping mobile device when customer check out and free
the room then this is responsibility of department to clean this in appropriate manner.
This properly engaged with back office department because they have proper
and effective information about operations and financial records. This help to maintain
accounts receivable, accounts payable, payment gateways and properly infrastructure
device. This provide accurate guest folios for faster and more accurate billing. In context
of manage customers data, PMS have great role because it is the centralized and

secure customers data and improve quality and accuracy of guest profiles with reporting
and analytics (Ramanathan, Ramanathan and Zhang, 2016). This help to understand
buying process of customers through that Ritz hotel manager is able to target potential
customer by packaging and services. As well as, ensuring compliance with the proper
national and international data compliance rules and regulations in respective and
proper manner.
Through that property management system played an important role in every
department of Ritz hotel. This helped to maintain proper work at workplace by creating
various opportunities of work. With the help of this, every department have clear
communication.
Discussing communications effective for hotel with different operational report.
Communication is more effective and valuable for company and that plays a very
important and effective role in Ritz hotel in order to communicate proper work. With the
help of this, hotel is able to gain hire growth for company and for its growth factors. This
creates more flexibility for employees of hotel in order to make positive working
environment for business.
The reservation report is help to make good and effective communication at
working place by creating proper details of their reservation of hotel room bookings in
advance as well as help to keep records for managing proper audit of hotel. This type of
report helps to understand reservation summary and reservation report (Mehrabian,
2017). It help to gain insight on key reservation trends so that get to know which room
are selling fast, from source getting good booking and rate to maximum reservation.
This give proper details to housekeeping department through that they have proper
details of accessories distribution in the room. For example: 40 college students are
come in the Ritz hotel in order to spend their holidays. This record is keeping in
reservation report as well as by this report front office department able to provide
information about vacant room and offers to them as well as through that housekeeping
department is able to manage proper accessories for them guests.
On the other side, housekeeping report is very important system report for
housekeeping and front desk to verify the discrepancy of room status. With hotel
housekeeping report, Ritz hotel manager can track the status of each and every guest

request or complaint for both room wise and staff wise in respective manner (Moraitis,
2018). It is very important for housekeeping department to run this report before and
after shift in order to update status of each room like occupied, vacant and ready to be
occupied. This report is more effective for communication in Ritz hotel.
In addition to that, revenue report is also important reports for management,
hotel revenue report helps for known about the accumulated revenue for actual,
budgeted and last year total. Revenue Manager of Ritz hotel can evaluate their current
financial results compared to the budget and to the previous year. This help to hotel
manager with various types of others reports including cashiers report, pay type report,
counter revenue collection report on daily and monthly basis. For example: at the time
of audit some mistakes are happens and created some problems related to money
spending last year. In that case, Ritz manager can check last year revenue report for
work in an effective manner. This help to make proper decision for money and account
statement in appropriate manner.
Those are the important and effective reports which are help to hotel manager in
order to make proper communication with clear data and details. With the help of this,
hotel management have proper details about reservation, budget and housekeeping
records. Those are help to make proper communication within the workplace
(Moyeenudin and et.al., 2018). Proper details of reservation is help to communicate
properly with housekeeping department in order to purchase accessories for guests
who are come in hotel. This also help to allocate vacant rooms to guest by managing
proper records of reservation.
CONCLUSION
From the above study it had been concluded that the communication has an
important part of hotel and every company. Through that organization had been able to
share important and proper information with others in an effective manner. This report
had been included with communication tools like email, telephonic communication, blink
apps and another app which had been helped to made proper communication within the
company. With the help of PMS, hotel management effectively able to create more
confident communication within the workplace. On the other side, different kinds of
report such as reservation, housekeeping and revenue report had been effective for

ensuring proper communication happens at workplace. Through that company able to
create proper working details for work.

REFERENCES
Books and Journals
Giles, H., 2016. Communication accommodation theory. The International Encyclopedia
of Communication Theory and Philosophy, pp.1-7.
Köseoglu, M. A., Chan, E. S., Okumus, F. and Altin, M., 2019. How do hotels
operationalize their competitive intelligence efforts into their management
processes? Proposing a holistic model. International Journal of Hospitality
Management. 83. pp.283-292.
Mehrabian, A., 2017. Nonverbal communication. Routledge.
Moraitis, P., 2018. Design and development of a “Property Management System”
software suite for hotels.
Moyeenudin, H. M. and et.al., 2018. Data management with PMS in hotel industry.
International Journal of Engineering & Technology, 7(2.21). pp.327-330.
Ramanathan, R., Ramanathan, U. and Zhang, Y., 2016. Linking operations, marketing
and environmental capabilities and diversification to hotel performance: A data
envelopment analysis approach. International Journal of Production Economics.
176. pp.111-122.
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.
ONLINE
How Hotel PMS Works. 2018. online. Available through:
<https://www.oracle.com/in/industries/hospitality/what-is-hotel-pms.html>