RADHIKA GUPTA 12- BBA - HM

COMMUNICATION AND ITS IMPORTANCE IN

FRONT OFFICE:

COMMUNICATION :

It means, ‘Imparting,conveyingor exchange of ideas or knowledge whether by speech,writing or signs’.In common terms, two person communicate when they transfer information or exchange ideas, knowledge or emotions. For communication to be effective, it is important that the information transferred is understood by the receiver. The end result of communication is understanding and its main purpose is to motivate a response.

Importance of communication:

1)Communication is essential for planning & decision making2) Communication helps bring about coordination:3) Communication is essential for delegation & decentralization of authority4) Communication helps develop managerial skills5) Communication helps improve employee morale6) Better understanding between the employee & employer: Communication is

important for this factor.7) Ensure greater job satisfaction8) Communication is essential for effective leadership

IMPORTANCE OF EFFECTIVE COMMUNICATION IN HOTEL INDUSTRY:

No hotel can develop in the absence of effective communication – both internal as well as external communications. Besides,communication skills of the employees are given high weightage at the of appointment & promotion of employees.

1.Internal communication: It is basically communication within the hotel, i.e, transmitting information within the organization, its departments, sections,etc. & between the units of the same chain. This is possible only through an effective network of communication. It is important for maintaining coordination & avoiding embarraising situations between the various departments & between the departments of the hotel & the management. Effective communication creates an atmosphere of mutual trust & confidence,& also a spirit of understanding & cooperation. The employees know what exactly is expected out of them & the management is aware of the potentialities & limitations of the employees. It is of 3 types:

Formal communication: This line of communication is meant for transmission of official messages or information within or outside the organization. It may move vertically or horizontally. Vertical communication is from supervisor to subordinate & vice versa. Horizontal communication flows between employees of equal or comparable status.

• Vertical communication is of 2 types: Downward communication: It means flow of information from top to

lower levels. In this instructions are passed to subordinates to do work. It can be in the form of policies, rules, instructions, procedures, letters, posters,etc.

Upward communication: In such a case, the communication flows from lower levels to the higher levels. It is generally in the form of performance reports, suggestions, reviews, input, feedback, etc.

• Informal communication: In such a system official lines are not followed & there is free interaction among the members of the organization. This communication is based on informal relations & it is free from all organisatinal formalities. It is also called grapevine communication because there is no definite channel of communication. Under it, some information passes through many individuals & covers a long distance making its origin obscure.

• Consensus : When a number of people irrespective of the status sit & confer with one another to arrive at a decision acceptable to all, it is called consensus. It is the process of arriving at an agreement through consultation. The advantage of this is that the consensus decision is easy to accept & preserves harmony, avoids conflicts & splits.

2. External communication: It is the communication of hotel with external sources & officers, which may be government agencies & department licensing authorities, foreign trade offices, customs authorities, banks & financial institutions, income tax, sales tax, post offices , transporters, etc. Other external agencies are travel agents, suppliers etc. Organisations that can communicate better can also sell better.

DEPARTMENTS AND SECTIONS WITH WHICH FRONT OFFICE COMMUNICATES AND COORDINATES:

1)LOBBY:• Arrivals: Informs bell desk of allotted room. Asks bellboy

to escort the guest.• Departure: On guest intimation communicates to bell

desk & cash.• Change of room: Informs bell desk.• Scanty baggage: Bellboy informs front desk.• Messages: Delivery through bell boy.• Paging: Front desk informs page boy.

2)ACCOUNTS & CASH:Notifies arrivals & departures through notification slips & the guest folio is

openedon the basis of guest registeration card.Night auditor: He audits & checks all guest transactions & bills made during

the day & prepares the rooms sales for the day.3)FOOD & BEVERAGE:Room service: Arrivals,change&departures.4)TELEPHONES:Arrivals, departures, change of rooms& location of guest.5)ENGINEERING:Repairs& faults, concerning air conditioner, electricity, power, etc.& also

making of duplicate keys from key blanks.6)STORES:Supply of stationery, forms & formats, etc7)MARKETING & SALES:For improving room sale during off -season. Sales department keeps front

office informed with new agreements with travel agents & airlines etc.

8) HOUSEKEEPING: Coordination with the front office is one of the most important

features of housekeeping. As soon as the guest depart, the front office informs the housekeeping via telephone or computer and reports how many rooms have been vacated, so that housekeeping can take over and clean and repair any furniture as may be necessary. Once the rooms are cleaned, the housekeeping supervisor checks the rooms, calls the housekeeping desk supervisor and hands over the clean rooms. The housekeeping desk supervisor then informs the front office that the rooms are ready for new guests. The rooms received by housekeeping for cleaning are called ‘departure room’, while the clean rooms handed over by the front office are called ‘clean or ready or vacant rooms.

THE POINTS ON WHICH FRONT OFFICE COORDINATES WITH HOUSEKEEPING DEPARTMENT:

• The front office informs housekeeping regarding all the rooms that have been vacated ,so that they can be prepared for sale.

• Rooms that need repairs are removed from circulation and given ‘out of order status’.

• Major renovations are coordinated with the front office based on the expected occupancy.

• The front office informs the housekeeping department if any VIP rooms are blocked.

• Any special requests from guests are conveyed by the front office on the guest’s arrival even prior to that , housekeeping can comply with the requests.

• Group arrival are coordinated for a smooth check in.• Rooms with a double lock are opened by the front office, so that

the housekeeping department can clean them.• The front office is informed regarding any items that have been

lost or found, so that have property can be returned to the guest.• Housekeeping keeps a careful watch on the rooms in which guests

have little or no luggage, & informs the front office accordingly.• The front office gives a forecast regarding occupancy to

housekeeping, which enables housekeeping to plan extra work or give holidays accordingly.