Hilton Hotel: Front Office Communication and Operations Analysis

This report examines the crucial role of communication within hotel operations, focusing specifically on the front office and its interactions with other departments, using the Hilton Hotel as a case study. It analyzes how effective communication, including verbal, non-verbal, and written methods, facilitates successful operations by fostering cooperation, trust, and efficient information transfer. The report explores communication with various departments such as Human Resources, Food and Beverage, Accounts, and Marketing, highlighting how these interactions impact guest satisfaction, revenue generation, and overall business objectives. Furthermore, the report discusses methods to ensure communication effectiveness, including the use of appropriate language, body language, and tone in both oral and written communications. The conclusion emphasizes the importance of two-way communication for achieving organizational goals within the hospitality industry. The report references various journals and online resources to support its findings.

Hotel administration
and front office
operations
Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
How communications between front office and other departments of hotel to execute
operations successfully?..............................................................................................................1

How they ensure about effectiveness of communication for hotel operation?...........................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Communication is act in which information transfer from one place to another or one
group to another. Within every communication it is important to have one sender, a message and
recipients. Communication is divided within some categories such as verbal, Non-verbal, Written
and Visualization (Sayin, 2019). This report is based on Hilton which is part of hospitality
industry founded in 1919 by Conrad Hilton. There was approx. 586 Hilton Hotel & Resorts
properties with 215,623 rooms in 85 nations as well as territories across six continents. It will
going to analyse how communication within front office as well as other departments of hotel
will result in conducting operations successfully. Along with this, it ensure that communication
are effective for operations of hotel.
MAIN BODY
How communications between front office and other departments of hotel to execute operations
successfully?
Communication is the procedure of transferring information as well as data from one
person to another. In simple term it can be said that communication is the way of interacting with
one other within effective and efficient way. For an organisation it is essential to have proper
communication in each and every division so that predetermine goals or objectives will
accomplished in appropriate way (Gibson and Parkman, 2018). For execution of operations
within organisation proper communication is needed. There are several departments in Hilton
which working together for execution of their operations in successful manner.
In hotel industry, front office is main area in which direct interaction with customers take
place at the time when they arrive. Staff members working in front office are directly visible to
guest and they play important role of handling transaction which take place within hotel and their
guest. Front office division of hotel perform communication with other department for execution
of operations in successful manner and gaining positive outcomes. In addition to this, healthy
communication result is creating cooperation as well as trust within staff members and guest of
Hotel. Moreover, front office of hotel is responsible for selling hotel accommodation which
result in generating revenue. It is also necessary to have positive interaction within each and
every section of hotel because it help in building effective relation. Explanation of

communication within front office as well as other division of Hilton Hotel for conducting their
operations in appropriate manner are mention below :-
 Communication With Human Resources – Front office division also have to
communicate with Human resource department for several reasons such as interviewing,
short-listing and selecting suitable candidate for hotel (Front Office Management –
Communication, 2020). In addition to this, HR manager is responsible for conducting
training session, induction programs, leaves settlement, salaries, dues and several more.
For instance, staff members who are working in Hilton facing issues related to culture as
well as management style. To resolving these they have to approach HR manager for
resolving their issues.
 Communication With Food and Beverage Department – At the time of reservation
guest talk to front office employees in relation of their foods and beverages needs. Thus,
front office have to communicate with food and beverages department for transferring
customers requirement so that, their needs and wants get fulfilled in appropriate manner
(Yaoyuneyong and et. al., 2018). Along with this, while serving food it is essential for
them to ensure that quality of offering is good and it will not affect their health.
 Communication With Accounts – Front office and accounts department of Hilton also
need proper communication as they will help in several manner such as settlement of
payments, due of guests, offering discounts, settlement of coupons and many more. It is
important for Hilton to have high skilled and capable accountant for settlement of guest
transaction in proper manner and on time.
 Communication With Marketing and Sales Department – In hotel marketing and
sales department generally relay on inputs given by front office regarding guest.
Moreover, guest history aggregated by front office department of hotel for segmenting
consumers, plan, execute campaigns and many more. Thus, Hilton front office interact
with marketing division for preparing electronic marquees and promotions. For instance,
Hilton marketing department face several issues in relation of promoting their products as
well as services in front of guest. Thus, it is important for them to analyse market first
and identify ways by that consumers get aware about business and their operations. In
present scenario, almost each and every person is connected with social media which help
business in overcoming with the issues of marketing.

Thus, in Hilton their should be effective communication within front office and other divisions
for carrying out business activities in appropriate manner and gaining successful results. In
simple term, this will help each and every division in working together as well as accomplishing
goals and objectives of business.
How they ensure about effectiveness of communication for hotel operation?
Communication is important for organisation as it help them in accomplishing their goals
as well as objectives (Espellita and Maravilla Jr, 2019). It involves verbal, Non-verbal, Written
and Visualization. In relation of hotel industry several type of communication method utilise for
sharing information as well as data like oral and written both for carrying out business activities
in proper way. For hotel operations effectiveness of communication are as follows :-
Effectiveness of oral communication – It is spoken interaction which take place within
two or more than that people. Oral communication take place through face to face interaction,
meeting as well as presentations (Elements of Effective Oral Communication, 2020). For
conducting operations of hotels in proper manner it is necessary to use oral communication.
There are several elements which help in making respective communication effective
explanation of these are as follows :-
 Word Choice – In hotel, on daily basis several guest arrive as well as departure in that
situation it is responsibility of operators to use right word at right time (Secchi, Roth and
Verma, 2019). For instance, department of Hilton Hotel interact with each other for
carrying out their activities in effective manner. So it is necessary to have effective
communication as clarity of words result in conducting operations effectively.
 Body language – It is important tool for communicating message as body language also
give impact on other people directly. As body language give wide impact in comparison
of words as they represent in effective manner.
Effectiveness of written communication – It is communication in which information
and data share within written form. Written communication is important for business as it help in
interacting with people with evidence (Noone, Enz and Glassmire, 2017). There are some
elements which have to be consider while conducting operational activities of hotel in effective
manner. Explanation of these are as follows:-
 Inoffensive Language - When written communication is carried out for conducting hotel
operation it should have to ensure by employees that no offensive language use as that

may hurt any visitors or guests. 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- It is important to make sure that tone of writing is appropriate while
writing any type of offers, discounts, tone should be very attractive and unique which
utilise for gaining attention of people (Vetráková, Šimočková and Pompurová, 2019). In
relation of hotel operation, written communication is appropriate as things have evidence
and it will be easy for customers to understand thing in effective manner.
Thus, it is responsibility of manager in hotel to make sure that communication take place
in effective manner whether it can be written or oral. Because it help in accomplishing goals as
well as objectives within appropriate manner.
CONCLUSION
After going through entire discuss it has been summarised that, for an organisation it is
important to have proper as well as two way communication. Because it help in sharing
information in more effective manner and accomplishing predetermined goals and objectives. In
addition to this, communication take place in several way such as verbal, Non-verbal, Written
and Visualization. Apart from this, it has been identified that in hotel industry front office
directly communicate with each and every division of company for sharing data and information
in effective manner as well as for conducting operations in appropriate way. In addition for this,
for hotel written communication is more effective tool as it have evidence and will be easy for
people in understanding.

REFERENCES
Books and Journals
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.
Gibson, P. and Parkman, R., 2018. Cruise operations management: hospitality perspectives.
Routledge.
Yaoyuneyong, G. and et. al., 2018. Resort mystery shopping: A case study of hotel service.
Journal of Quality Assurance in Hospitality & Tourism. 19(3), pp.358-386.
Espellita, S. and Maravilla Jr, V. S., 2019. Employable Skills for Hospitality Graduates as
Perceived Among Hotel Supervisors in Cebu City. Journal of Economics and Business.
2(2).
Secchi, E., Roth, A. and Verma, R., 2019. The impact of service improvisation competence on
customer satisfaction: Evidence from the hospitality industry. Production and
Operations Management. 28(6), pp.1329-1346.
Vetráková, M., Šimočková, I. and Pompurová, K., 2019. Age and Educational Diversification of
Hotel Employees and Its Impact on Turnover. Sustainability. 11(19), p.5434.
Noone, B. M., Enz, C. A. and Glassmire, J., 2017. Total hotel revenue management: A strategic
profit perspective.
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>.