INTERDEPARTMENTAL

COMMUNICATION
(PART 1)

prepared by: JENNIFER GOROSPE-SESE, CHP®, CGSP,MBA

LEARNING OBJECTIVE:
1. To discuss the significance of Front Office
Interdepartmental Communication.
2. To explain the relationship of communication in
terms of:
 Communication with Credibility
 Communication with Clarity

 Communication with Sensitivity

The Front Office Communication Activities
Banquets

Marketing & Sales Maintenance

Food & Beverage FRONT OFFICE Controller

Housekeeping Security

Human Resources Management

1. Coordination of Hotel Front Office
with Other Departments

https://youtu.be/lAFbv8V0Wks

2. Front Office Skills Training -

Listening & Interpersonal Skills

https://youtu.be/PAAd3VAYywQ
FRONT DESK JOB:
https://youtu.be/0I669dxIcHU
Interdepartmental Communications
FRONT OFFICE = MARKETING & SALES DEPT
 The marketing and sales dept relies on the front office to provide data on
GUEST HISTORIES
 GUEST HISTORIES – is a valuable resource for marketing and sales, which uses the
guest registration information to target marketing campaigns, develop promotions,
prepare mailing labels, and select appropriate advertising media
 DATA BASE OF AVAILABLE ROOMS BY THE FRONT OFFICE - This is used by the M&S to
process bookings of a special function (wedding, convention, seminar)
 ex: A couple wants to reserve 50 rooms for their wedding that will happen 1 month from
now. The M&S will communicate with the FO, checking the DATA BASE OF AVAILABLE
ROOMS if there is available 50 rooms on that specific date.
 Front Office Interaction with
Other Departments in the Hotel

Marketing and Sales:

1. Provide data on guest histories to marketing
and sales
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
 FRONT OFFICE HOUSEKEEPING

Housekeeping and the front office communicate with each

other about housekeeping room status, the report on the
availability of the rooms for immediate guest occupancy.
• Available Clean, or Ready—room is ready to be occupied
• Occupied—guest or guests are already occupying a room
• Stayover—guest will not be checking out of a room on the current day
• Dirty or On-Change—guest has checked out of the room, but the
housekeeping
staff has not released the room for occupancy
• Out-of-Order—room is not available for occupancy because of a
mechanical malfunction
 Housekeeping and the front office also
communicate on the details of potential house
count (a report of the number of guests registered
in the hotel), security concerns, and requests for
amenities (personal toiletry items such as
shampoo, toothpaste, mouthwash, and electrical
equipment). These issues are of immediate
concern to the guest as well as to supervisors in
the hotel.
 The housekeeper relies on the room sales projections—a
weekly report prepared and distributed by the front office
manager that indicates the number of departures,
arrivals,walk-ins, stayovers, and no-shows—to schedule
employees.

 The front desk also relies on housekeeping personnel to

report any unusual circumstances that may indicate a
violation of security of the guests.
Front Office Interaction with Other Departments in
the Hotel (Cont’d.)
Housekeeping:
1. Receive housekeeping room status from
each other
2. Report potential house count 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.
Guest requests for additional or special
amenities and guest room supplies may be
initiated at the front desk. The prompt relay
of requests for extra blankets, towels, soap,
and shampoo to housekeeping is essential.
This is hospitality at its best.
FRONT OFFICE FOOD AND BEVERAGE DEPT

O The supervisors in the food and beverage

department rely on the predicted house count
prepared by the front office manager to
schedule employees and predict sales.
O Communicate a charge to a guest’s account
 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
4. Processing requests for paid-outs from
food and beverage personnel
5. Inter-face with point-of-sale terminals.
 Interdepartmental Communications
FRONT OFFICE BANQUETS

 Requests for service at meetings, seminars, banquets, and the like are often
made at the front office.

 The front desk staff may also provide labor to prepare the daily
announcement board, an inside listing of the daily activities of the hotel
(time, group, and room assignment),and marquee.

 The preparation of the marquee may include congratulatory, welcome,

sales promotion, or other important messages.
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
FRONT OFFICE CONTROLLER

The controller relies on the front office staff

to provide a daily summary of financial
transactions through a well-prepared night
audit. This information is also used to
measure management ability to meet budget
targets.
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.
FRONT OFFICE = Engineering Department

O The maintenance or engineering

department and front office
communicate on room status and
requests for maintenance service
 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
FRONT OFFICE Human Resources Management
Department

O The human resources management department

may rely on the front office staff to act as an initial
point of contact for potential employees in all
departments. It may even ask
the front office to screen job candidates
 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
 FRONT OFFICE SECURITY
O Communications between the security
department and the front office are very
important in providing hospitality to the guest.
These departments work together very closely in
maintaining guest security.
O Procedures for routine investigation of guest
security concerns require the cooperation of
these departments.
 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.
QUESTIONS?
asychronous activity
refer to CANVAS
formative task Unit 4
Communication
in the
Front Office
2. Communication in the Front Office
-communication with clarity
-communication with credibility
-communication with sensitivity
 A FRONT LINER IS SAID TO BE
GOOD COMMUNICATOR WHEN:

1. His/her message is received and

interpreted by the receiver as
intended. In effect, there is mutual
understanding.

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 A FRONT LINER IS SAID TO BE
GOOD COMMUNICATOR WHEN:
2. He is able to get the expected response because:
He/she credible and sounds acceptable to the
receiver. He is convincing and persuasive. He has
established rapport and has won the good will of the
receiver.
3His communication help to build and maintain the
goodwill of the receiver.
10/26/2022
 COMMUNICATING WITH CLARITY
1. Use simple language.
2. Avoid using technical jargon. If it cannot be avoided, define the
technical term used.
3. Use emphasis with words. Stress should be placed on the words
that you want to emphasize. Such stress can change the meaning
of what you say.
O use inflection, the rise and fall of the voice.
O repeat if you must, use illustration or example
and elaborate.

10/26/2022
4) If you are the receiver of the message, seek
for confirmation.
5)Avoid using general terms without elaboration.
6)Speak with open mouth, pronounce words
correctly. Don't mumble or slur words.
7)Be spontaneous. Avoid "ah,eh" and prolonged
pauses between words.
8)Have eye contact. Take note of non-verbal cues
to check understanding.
9)Check for understanding.
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10) Be conscious and cautious of semantical barriers
such as: words with double meaning. These words
mean different for the sender and the receiver.
11) Use normal conversational tone and modulated
volume; neither too loud nor too soft.
12) Use low pitch voice. It is kinder to the listener's ears.
13) Talk at proper pace- not too fast, not too slow.

10/26/2022
 COMMUNICATING WITH CREDIBILITY

1.Have a commanding presence. Show poise and self

confidence by direct eye contact, erect posture.

2.Take time to get as much information on hotel products,

services, special events being held in the hotel, new
promotions and other significant information so that
you are prepared to give satisfactory answer to guest
inquiries and objections.
10/26/2022
3. Should there be inquiry that you are not familiar
with, be honest about it and do not bluff.

4. Give unbiased opinion. Present the positive

features and benefits of the product/service but
be honest about its limitations.

10/26/2022
5. Don't exaggerate. Refrain from using superlative words.
Be more specific and descriptive in your choice of words.
6. Maintain congruence between verbal and non-verbal
gestures.
7. Say it with feelings. Body language, tone and volume must
match spoken words.
8. Justify the critical points you want to stress or support
them with facts so that the receiver will have the
impression that you know what you are talking about.
10/26/2022
 COMMUNICATING WITH SENSITIVITY
1)Avoid using direct language especially in
soliciting information, making orders,
instructions, etc.
2)Avoid argument. Never attempt to prove the
guest wrong. Instead, acknowledge his/her
statement then explain your point.

10/26/2022
3. Avoid words or expressions that will hurt ego like
insulting remarks, put-down statements, criticism
and outright denial of request.
4. Be alert in spotting signals for assistance and to
respond even without a request.
5. Don't contradict feelings. Learn to empathize.

10/26/2022
6) Acknowledge objections or negative statements no
matter how petty or unreasonable they may sound to
you.
7) Listen more than you talk.
8) If you are to deny a request, avoid using the word
"NO".
9) Make it a habit to use positive strokes. These are
words or gestures that make the guest feel valued
and important. They are means to winning the
goodwill of the guest.
10/26/2022
 non verbal strokes
O Clap or applause
O Smile, Eye contact
O Moving forward to
O Nod, Signs of approval
listen
O Immediate attention O Undivided attention
O OK sign using the finger O Shaking hands

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Verbal Strokes
 words of
acknowledgement
 words of
admiration
 words of sympathy
 words of empathy

10/26/2022
 Internet Research

O Research , explain and illustrate the

registration procedures for various
categories of guests
1. Guest with Reservation
2. Walk-in Guest
3. Procedure for VIP Arrival
4. Procedure for Group Arrival
 UNIT IV (PART2)
PROVIDING
Reception AND
ACCOMMODATION
SERVICES

prepared by:
JENNIFER GOROSPE-SESE, CHP®CGSP, MBA
 :

To identify and describe the different types of Room Registration. (

Check-in Process)
To explain and illustrate the registration procedures for various
categories of guests
1. Guest with Reservation
2. Walk-in Guest
3. Self check-in
4. Procedure for VIP Arrival
5. Procedure for Group Arrival
To execute the registration with the use of PMS
To explain the importance of Reporting and Documents
IMPORTANCE OF FIRST GUEST CONTACT

The first guest contact is too vital to the delivery of a well-managed

guest stay.
Today’s guest expects to be treated with respect and concern, and
many hotels make the effort to meet those expectations.
 The guest who is warmly welcomed with a sincere greeting will
respond positively to the hotel and will expect similar hospitality
from other hotel employees.
A system must be in place to ensure that all travelers are extended
hospitality as a standard operating procedure.
 FRONT DESK OPERATIONS
FUNCTIONS:
• Allocating rooms for expected arrivals
• Attending to the registration of arriving guest
• Handling and distributing room keys
• Receiving mails, parcels, messages and other documents for
house guests and ensuring that they are properly delivered to
guest
• Serving as communication center, disseminating information
about hotel facilities and services
 FRONT DESK OPERATIONS
• Updating the room status of all guestrooms and
reconciling said status with room status report of
housekeeping department

• Preparing and updating records pertinent to the guest’s

stay in the hotel
 FRONT DESK OPERATIONS
• Submitting Night Sales Report indicating the number
of room sold, vacant rooms, average rate, total rate,
occupancy rate, etc.

• Coordinating with other departments in the

performance of its function with housekeeping and
accounting section
ARE YOU READY?

https://www.youtube.com/watch?v=wyqfYJX
23lg

youtube.com/watch?v=HIK9Ink_768
 GUEST REGISTRATION PROCESS
1. Guest request to check-in to hotel .
2. Front desk clerk projects hospitality toward the
guest.
3. Front desk clerk inquires about guest reservation.
4. Guest completes registration card.
5. Front desk clerk reviews completeness of
registration card.
6. Front desk clerk verifies credit.
 GUEST REGISTRATION PROCESS

7. Front desk clerk makes room selection.

8. Front desk clerk makes room assignment.
9. Front desk clerk assigns room rate.
10. Front desk clerk discusses sales opportunities
for hotel products and services with guest
11. Front desk clerk provides key.
 CHECK-IN PROCEDURE

GUEST PAYS GUEST PAYS COMPANY PAYS

IN CASH IN CREDIT CARD FOR GUEST

An amount equivalent Ask for credit card, Ask guest for sign
to one night stay is and verify credit limit voucher
required
SAMPLE GUEST REGISTRATION FORM
SAMPLE OF GUEST FOLIO
REGISTRATION PROCEDURES
FOR VARIOUS CATEGORIES
OF GUESTS
REGISTRATION PROCEDURES FOR VARIOUS
CATEGORIES OF GUESTS

1. GUEST WITH RESERVATION

2. WALK-IN GUEST
3. SELF CHECK-IN
4. VIP CHECK-IN
5. GROUP CHECK-IN
TYPES OF GUEST REGISTRATION PROCESS

GUEST WITH REGISTRATION (WITH RESERVATION)

-The desk clerk shall enter the name of the newly
registered guest in the corresponding room
number in the daily guest list under “staying”.
He/she shall indicate also the room rate,
department, and billing status of the guest.
TYPES OF GUEST REGISTRATION PROCESS

GUEST WITH REGISTRATION (WITH RESERVATION)

- The desk clerk shall provide a hardcopy of the guest list
to all the income generating units like food outlets,
telephone exchange, and room service so that they will be
guided as to whom they will allow to sign chits.
VIP arrival (CHECK-IN PROCEDURE)
 Who is a VIP guest ?
NOTE: VIP may differ from hotel to hotel, below are few examples
for the same:

O VIP: Decision Makers of Companies, Travel Agents, Honeymoon

couples, A guest who had a bad experience on his last visit,
Journalists, Event Planners, GM or Unit head of Companies etc.
O VVIP: Board of Directors, Owners, Partners, Celebrities, Loyalty
members, Head of States or countries, Senior Government
officials etc.
Procedure for VIP Arrival
 Preparation for VIP arrival starts from the
reservation stage. All department coordinate
effectively and carefully to have an effective
VIP procedure.
 HK department put priority in cleaning the
VIP rooms, places all complimentary VIP
amenities.
Procedure for VIP Arrival
 On the arrival day the GM and all department
heads meet and greet the VIP guest.
 The VIP guest is accompanied by the
concierge to his room or to the lounge for
registration.
 Concierge will make a courtesy call within 24
hours to VIP guest to ensure everything is
according to guest satisfaction.
WALK -IN GUEST

A Guest who arrives at a hotel

without a reservation is called as
Walk in.
The hotel have no obligation to
accommodate guests who arrive
without reservation when no rooms
are available for the night.
WALK -IN GUEST
Check whether room is available for
upselling or down selling, if none,
then offer assistance in calling other
hotel.
If there is available room, then
proceed with the registration
process.
SELF CHECK-IN
- the PMS allows guests to check
themselves using credit card
https://youtu.be/_lfaIN4Srp0
 Self-check in
O Procedure a guest would use includes the use of
personal credit or debit card
O Registration by a wireless communications
example: Hiltons OnQ™ Technology
O Remote, web-based check-in 24 hrs. prior to arrival
O Electronic folio access
O Check-in kiosks (100) within 45 Hilton Family Hotels in
metro and airport markets
O High-Speed Internet Access available
Self-Check-in Encourages Direct Booking
 https://youtu.be/iGEl05w8St0

S
https://youtu.be/QOTYYRDafeM
GROUP CHECK-IN PROCEDURE
What?! 150 pax for
check-in? All at the
same time?!
Check-in Procedures
Step: 1
The tour group/escort or coordinator shall fill
up the registration form and sign for it.
Then he will provide the desk clerk with a
master list containing names of the group
members, their address, contact number,
passport number and any other required
information
Step # 2
The desk clerk shall accomplish a rooming list or a
blocking list with the room assignments of all group
members.
The desk clerk will bock room at PMS using one color
for a particular group
Step 3#
The clerk prepares several copies of the
Group Movement Sheet to indicate
arrangement for morning call, baggage
down, meals and billing
Copy of Group Movement Sheet and Rooming
list

cc: HKPNG
FOC
GST SRVC
F&B
 SIHTM HOTEL AND RESORT
MEAL ARRANGEMENT MEMO
To: Restaurant Manager
From: Front Desk
Re: Meal Arrangement for Tour Groups
Date: January 20, 2012
Please provide for group meals to:
Name of Group: Mabuhay Tour Group
No. of Pax: 10
Tour Operator: Mabuhay Travel and Tours
Type of Meal: Buffet Breakfast and Lunch
Special Requirements: International dishes preffered
Venue and Time for meals: Breakfast, coffee shop, 6am
Dinner: Poolside Bar, 8pm
Billing Arrangement: charge to Mabuhay Travel
Step # 4
Upon arrival of the group members are
escorted by a desk clerk to the function room Step # 5
or any place designated for briefing. The group is advised of the
meal venue and
Key envelopes are distributed to the group arrangement
members.

Desk clerk verifies details to the tour escort

Mabuhay Travel Group
Thomas Sabido
888-8888

No of. Pax: 10
**will arrive at the hotel 2pm, Jan 17, 2018
**will depart at the hotel 12pm, Jan 19, 2018. Baggage down will be at
11am.
**given a group rate of $75 inclusive of breakfast and dinner
**to be billed to Mabuhay Travel, rooms and meals only.
Special Arrangement:
Wake-up call 6:00 am
Group Meals:
Breakfast: Coffee Shop
Lunch and Dinner: Poolside
 Bill Arrangement for Groups
1.Sign all charges – each member is allowed to sign all
their charges to the group. Group coordinator will settle
all bills.
2.Sign Room and Tax – organizer will pay only room and
taxes. All incidents such as laundry, meals, telephone
and gift shop shall be to the account of attendees
3.Each Pays Own – arrangement stipulates that the
attendees will pay for their own.
 REGISTRATION WITH A PROPERTY
MANAGEMENT SYSTEM

Property Management System( PMS )- a system that captures ,

encodes, and stores data pertaining to front office and
accounting transactions and creates a data base which is used
as reference for marketing and day to day transactions.
 REGISTRATION WITH A PROPERTY
MANAGEMENT SYSTEM

Automate hotel functions like guest bookings, guest details,

online reservations, point of sale, telephone, accounts
receivable, sales and marketing, banquets, food and
beverage costing, materials management, HR and payroll,
maintenance management, quality management and other
amenities.
 PMS MENU
O Room Reservation Menu-which contains data on the details
reservation for all guests, their names,number of room
nights , mode of payment type of reservation, arrival and
departure etc.
O Registration Menu- contains guest list and details of their
registration. It also has data on Guest folio(consumption and
charges,balance)
O Night Audit Menu- contains data on the point of
sales(POS),the various accounts,trial audit report and other
related data.
 PMS MENU
O Housekeeping Menu-incorporates data on the room
status that is consistently updated every after room
check.
O Uniform Services Menu-the software has the option to
create in this menu a data base that serve as Guest
locator and Guest message center.
 Opera Check In
https://youtu.be/8ugn9P8
R3LM
 REPORTING AND DOCUMENTATION
GUEST LIST:
ARRIVAL, STAYS AND DEPARTURE
***Complements the room status board.

-the data in this record are derived from the daily arrival list
provided by the reservations clerk and the guest list in the
computer. Each sheet is prepared each day either manually or
in the computer
 DAILY ARRIVAL LIST
-guest with confirmed reservation shall be listed in a
separate DAILY ARRIVAL LIST that is usually prepared by
the reservation clerk or a night clerk the before the
guest arrival. The list is forwarded to the desk clerk who
enters the data in the arrival sheet as well as in the
room status board for updating of room status.
 GUEST LIST
Arrival, Staying and Departure
Why is guest list so IMPORTANT in the FO Operation?
1. When it is properly accomplished and updated, the FD Agent is
able to see in one glance the occupied rooms and the occupants,
the expected to arrive and due to check out and their
corresponding room number.
2. With this information, the FD Agent will be able to identify rooms
that are Vacant and those that would be available for Sale.
3. It is use in making room allocation.
4. Prevents double booking.
5. Enable FD Agent to prepare bills in advance for departing guests.
 ROOM STATUS REPORT
ROOM STATUS REPORT
room status board legend:
R -RED CODE - OCCUPIED
Y -YELLOW CODE -VACANT DIRTY
W -WHITE CODE -OUT OF ORDER ROOM
G -GREEN CDE -VACANT READY
O -ORANGE CODE -BLOCKED FOR ARRIVING GUEST

computer generated legend:

OCC -OCCUPIED VD -VACANT DIRTY
VR -VACANT READY OOO -OUT OF ORDER
BLO -BLOCKED NS -NO SHOW
SO -SLEPT OUT HS -HOUSE USE
QUESTIONS
MORE VIDEOS
https://youtu.be/cHCO5z7Wi3Y
AMENITY TOUR
https://youtu.be/CF_YelT4plA
ANY QUESTIONS?
ASSIGNMENT:

O Research on:
1. Enumerate and describe the 5 basic function of Bell
Service.
2. Enumerate Telephone Manners and Etiquettes in
handling business calls.