Ch 03 Effective Interdepartmental Com
C
H
A
P
T
E
R
3
Effective Interdepartmental
Communications
O P E N I N G
D I L E M M A
CHAPTER FOCUS POINTS
■ Role of the front office in
The leader of a workshop in one of the conference rooms is uneasy
establishing and maintaining effective commu-
about his program today. After noticing the connection for the
nications with other departments teleconference is not working, he stops by the front desk and asks if the convention representative could come to the conference room. The desk clerk on duty offers to locate the convention representative and send her to the room. After the workshop leader leaves the front desk area, the desk clerk remarks, “You would think we have to be all things to all people all the time!”
■ Discussion and applica-
tion of total quality management techniques used in improving interdepartmental communication
74
CHAPTER 3
■
EFFECTIVE INTERDEPARTMENTAL COMMUNICATIONS
Role of the Front Office in Interdepartmental Communications
The front office plays a pivotal role in delivering hospitality to guests. It sets the stage for a pleasant or an unpleasant visit. Guests, often in an unfamiliar setting and wanting to proceed with their business or vacation plans, are eager to learn the who, what, when, where, and how of their new environment. Requests for information often begin with the porter, bellhop, switchboard operator, front desk clerk, cashier, or concierge, because these employees are the most visible to the guest and are perceived to be the most knowledgeable. These employees are believed to have their finger on the pulse of the organization and the community. Their responses to guests’ requests for information on public transportation, location of hotel facilities, special events in the community, and the like indicate how well the hotel has prepared them for this important role. Front office managers must take an active part in gathering information that will be of interest to guests. They must also be active in
H
A
P
T
E
R
3
Effective Interdepartmental
Communications
O P E N I N G
D I L E M M A
CHAPTER FOCUS POINTS
■ Role of the front office in
The leader of a workshop in one of the conference rooms is uneasy
establishing and maintaining effective commu-
about his program today. After noticing the connection for the
nications with other departments teleconference is not working, he stops by the front desk and asks if the convention representative could come to the conference room. The desk clerk on duty offers to locate the convention representative and send her to the room. After the workshop leader leaves the front desk area, the desk clerk remarks, “You would think we have to be all things to all people all the time!”
■ Discussion and applica-
tion of total quality management techniques used in improving interdepartmental communication
74
CHAPTER 3
■
EFFECTIVE INTERDEPARTMENTAL COMMUNICATIONS
Role of the Front Office in Interdepartmental Communications
The front office plays a pivotal role in delivering hospitality to guests. It sets the stage for a pleasant or an unpleasant visit. Guests, often in an unfamiliar setting and wanting to proceed with their business or vacation plans, are eager to learn the who, what, when, where, and how of their new environment. Requests for information often begin with the porter, bellhop, switchboard operator, front desk clerk, cashier, or concierge, because these employees are the most visible to the guest and are perceived to be the most knowledgeable. These employees are believed to have their finger on the pulse of the organization and the community. Their responses to guests’ requests for information on public transportation, location of hotel facilities, special events in the community, and the like indicate how well the hotel has prepared them for this important role. Front office managers must take an active part in gathering information that will be of interest to guests. They must also be active in