Bina Nusantara 1 Subject Year V

Bina Nusantara 1

Subject Year : V 0206 – Administrasi & Operasional Kantor Depan : 2009 Effective Interdepartmental Communications Week 2 Bina Nusantara 2

Subject • Role of the front office in interdepartmental communications • Front office interaction with other departments in the hotel • Role of Total Quality Management (TQM) in effective communication Bina Nusantara 3

Objectives: On completion of this lesson, the students will be able to: - Apply inter-departmental communications and to create effective communication with other departments in a hotel Bina Nusantara 4

Interdepartmental Communication Bina Nusantara 5

Front Office Interaction with Other Departments in the Hotel Marketing and Sales: 1. Provide data on guest histories to marketing and sales details concerning each guest’s visit – to be used for marketing campaigns, develop promotions, prepare mailing labels, and select appropriate advertising media 2. Process requests for reservations for sleeping rooms from marketing and sales 3. Offer good first impression to the public 4. Relay messages to marketing and sales 5. Meet information requests of guests for meetings, seminars, and banquets Bina Nusantara 6

Front Office Interaction with Other Departments in the Hotel Housekeeping: 1. Receive housekeeping room status from each other 2. Report potential house count (a report of the number of guests registered in the hotel) to each other 3. Relay guest requests for amenities and supplies to housekeeping 4. Report room sales projections 5. Relay accurate housekeeping status 6. Relay security concerns to front office Bina Nusantara 7

Front Office Interaction with Other Departments in the Hotel Food and Beverage: 1. Relaying messages to food and beverage 2. Record accurate information on vouchers and subsequent postings 3. Reporting predicted house counts to food and beverage so that F&B can schedule employees and predict sales 4. Processing requests for paid-outs from food and beverage personnel 5. Inter-face with point-of-sale terminals Bina Nusantara 8

Front Office Interaction with Other Departments in the Hotel Banquets: 1. Relay information to guests about scheduled events for banquet department 2. Process payment of guest charges for scheduled events for banquet department 3. Prepare daily announcement board and marquee for banquet department Bina Nusantara 9

Front Office Interaction with Other Departments in the Hotel Controller: 1. Provide a daily summary of financial transactions through a well-prepared night audit for the controller 2. Provide information for billing and maintenance of credit card ledgers via the PMS to each other 3. Verbally communicates between the front office and controller departments as they share a common concern of guest hospitality and when there are finances concerned. Bina Nusantara 10

Front Office Interaction with Other Departments in the Hotel Maintenance 1. Provide room status to maintenance 2. Relay information on requests for guest room maintenance Bina Nusantara 11

Front Office Interaction with Other Departments in the Hotel Security 1. Maintain guest security – fire safety, emergency communication systems, and routine investigation of guest security 2. Alert for people who don’t belong in the lobby and impel front office staff to report inconsistencies with the security department. Bina Nusantara 12

Front Office Interaction with Other Departments in the Hotel Human Resource Management 1. Rely upon front office staff to do initial screening of candidates a. Distribute application forms b. Directions to personnel office Bina Nusantara 13

The Role of TQM in Effective Communication • TQM was developed by W. Edwards Deming in the early 1950 s • He offered a new way to American manufacturers to improve the quality of their products by reducing defects through worker participation in the planning process Bina Nusantara 14

The Role of Total Quality Management (TQM) In Effective Communication Total Quality Management as a management technique that encourages managers to look with a critical eye at processes used to produce products and services. http: //www. hotelonline. com/News/PR 2005_4 th/Nov 05_QARet urn. html Bina Nusantara 15

The Role of TQM in Effective Communication • The most important aspect of TQM in the hotel industry is the interaction, cooperation and communication among departments in the hotel • This management technique focuses on ways everyone can work together to discuss issues and problems and resolve them as a team Bina Nusantara 16

The Role of TQM in Effective Communication • The interaction of employees in a group setting and/or on a one-on-one basis to determine: “What is the root of the problem? ” and “How can we achieve the end result? ” Bina Nusantara 17

An Example of TQM in Hotel • The GM has received numerous complaints about the messy appearance of the lobby – furniture and pillows are out of place, ashtrays are overflowing, flowers are wilted, and trash receptacles are overflowing • The FO Manager recruits a TQM team, which consists of a front desk clerk, a maid, a waiter, a cashier, and the director of marketing and sales • The team meets and discusses how the lobby area could be better maintained Bina Nusantara 18

An Example of TQM in Hotel • The maid says: her colleagues are overworked and are only allotted 15 minutes to clean up the public areas on the day shift • Front desk clerk says: he would like to go to the lobby to straighten the furniture and pillows, but he isn’t allowed to leave the front desk unattended • S&M Director says: she is embarrassed when a prospective client comes into the hotel and greeted with such a mess. She has called the housekeeping to have to the lobby cleaned but is told “It’s not in the budget to have the lobby cleaned several times a day” • The team members realize that the untidy lobby does create a poor impression of the hotel and the situation does have to be remedied Bina Nusantara 19

An Example of TQM in Hotel • The team decides to look at the elements in the situation • The team discussion encourages each person to understand why the maid can’t straighten the lobby every 2 or 3 hours and why the desk clerk can’t leave his post to take care of the problem • Team members start looking at one another with more empathy and are slower to criticize on other matters • The issue of the messy lobby resolved and what’s more important, the team members developed a way to look at a challenge in a more constructive manner Bina Nusantara 20

Review Questions 2 1. Give some examples of how the front office is responsible for communication with other departments, with hotel guests, and with the public 2. Explain the concept of TQM 3. The most important aspect of TQM is the interaction that occurs between frontline employees and their supervisors and the interaction of employees in a group setting. Explain the meaning of those sentences. Bina Nusantara 21

THANK YOU AND HAVE A GOOD DAY Bina Nusantara 22