INTER DEPARTMENTAL COORDINATION OF FRONT OFFICE WITH OTHER DEPARTMENTS OF THE HOTEL
No individual department in any hotel can work alone. A willingness to cooperate and coordinate, with the assistance of efficient methods of communication is essential if the hotel has to run smoothly. All the departments in the hotel are interrelated and they have to work together to achieve maximum guest satisfaction.
The front office department plays a very important role in delivering warmth and hospitality to the guests. The department is responsible for creating the first impression about the hotel to the guests through the staff and professional services they offer. Their responses to the guest queries regarding the hotel facilities, transportation, special functions in the hotel, etc., creates an impression of the professional services provided by the hotel. The front office also communicates guest requirements to other departments which work in close coordination and cooperation to deliver required products and services.
Front office coordinates with following departments for smooth functioning of services in the hotel:-
i) Housekeeping
ii) Food and Beverage- Service and Production
iii) Sales and Marketing
iv) Engineering/Maintenance
v) Finance
vi) Security
vii) Human Resources
(1)Coordination between Front Office and Housekeeping
Information Flow from Front Office to Housekeeping:
Occupancy Forecast: The Front Office provides Housekeeping with forecasts on occupancy trends, including annual, quarterly, monthly, weekly, and daily projections. This enables Housekeeping to manage staffing, plan holidays, and budget for supplies and special cleaning tasks.
Night Report- This report, sent early each morning, includes details on occupied rooms, occupancy rates, and upcoming guest check-outs. Housekeeping uses this information to schedule staff and manage workload efficiently.
Daily Arrivals and Departures: The Front Office communicates expected arrivals and departures for the day, including their timing. This allows Housekeeping to prepare rooms in advance and manage turnover effectively.
VIP and CIP Arrivals and In-House Lists: Information about VIPs and CIP (Commercial Important Persons) helps Housekeeping prepare and service rooms with special amenities in advance of their arrival.
Long-Term VIP Forecasts: Advanced notice of VIP arrivals allows Housekeeping to prepare rooms with the necessary amenities and to ensure they are in impeccable condition.
Stayover Rooms: Details about guests who are staying beyond their original check-out date are shared to ensure continuous service and replenishment of amenities.
Overstay Rooms: Information on guests extending their stay helps Housekeeping adjust their cleaning schedules and maintain guest satisfaction.
Group Rooming List: The Front Office provides a list of rooms allocated to group bookings, enabling Housekeeping to prepare all rooms before the group's arrival and manage cleaning efficiently when the group is away.
Room Changes: Any changes in room assignments are communicated to Housekeeping to track lost items, manage laundry, and adjust billing.
Information Flow from Housekeeping to Front Office:
Check-Out Ready Rooms: Housekeeping informs Front Office when rooms are cleaned and ready for sale, allowing for quick rebooking and minimal guest wait times.
Housekeepers Report: Daily reports on room status and occupancy are matched with Front Office records. Discrepancies are addressed through discrepancy reports.
Sleep-Out Rooms: Rooms where the guest did not stay overnight are flagged to prevent revenue loss and manage potential issues.
Out of Order Rooms: Housekeeping informs Front Office of rooms undergoing maintenance, which are blocked from sale until repairs are completed.
Expected Check-Out Guests: Housekeeping notifies Front Office of guests who have not packed their luggage, allowing timely follow-ups or offers to extend their stay.
No Baggage Rooms (NB): Reports of rooms with no luggage but marked as occupied are reviewed to address potential billing issues or skippers.
Scanty Baggage Rooms (SB): Rooms with minimal baggage are flagged as potential skippers, prompting careful handling by the Front Office.
Guest Count in Room: The exact number of guests in a room is reported to ensure proper billing for extra occupants and verify guest details.
Sleepers: Rooms showing as occupied but where the guest has checked out are identified to avoid billing discrepancies.
2. Coordination between Front Office and Food & Beverage (F&B) Department
House Count: The Front Office provides the projected number of guests, helping F&B plan food and beverage service effectively across various outlets.
Group Arrivals: Information about group bookings allows F&B to prepare for large-scale dining needs and schedule staff accordingly.
VIP and Crew Arrivals: Details on VIP and crew arrivals enable F&B to arrange special amenities and accommodate irregular dining schedules.
Billing: F&B posts charges for resident guests’ food and beverages to their Front Office folio for accurate billing.
Welcome Drinks: The Front Office shares guest arrival times so that F&B can prepare and serve welcome drinks promptly.
Banquet Functions: Updates on banquet functions and other events are shared with the Front Office to guide guests and manage event logistics.
Scanty Baggage Guests (SB): Information on scanty baggage guests is communicated to all departments to ensure cash payments and avoid credit issues.
3. Coordination between Front Office and Sales & Marketing Department
Essential Coordination Areas:
Guest History Data: Sales & Marketing uses guest history data from the Front Office for targeted marketing campaigns and promotional activities.
Room Availability: Current and future room availability information aids in planning reservations for groups, travel agents, and corporate clients, and helps in strategizing off-season promotions.
Sales Forecasting: Front Office and Sales & Marketing collaborate on room sales forecasts and revenue management, contributing to budget planning.
Package Deals: Coordination on offering packages that include rooms and meals helps maximize revenue and attract more guests.
4. Coordination between Front Office and Engineering/Maintenance Department
Coordination Points:Equipment Maintenance: Front Office informs Engineering/Maintenance about equipment status and repair needs in guest rooms.
Room Repairs: Repairs in occupied rooms are managed discreetly, and guests may be relocated if necessary.
Major Maintenance: Rooms requiring significant repairs are marked as Out of Order (OOO) and communicated to Front Office for appropriate adjustments.
Preventive Maintenance: Engineering schedules regular maintenance based on occupancy forecasts provided by the Front Office.
Staffing and Budgeting: Maintenance staffing and budgeting are planned based on room occupancy trends from the Front Office.
5. Coordination between Front Office and Finance Department
Key Coordination Areas:
Bill(Folio) Verification: Finance reviews and verifies all financial transactions and billing procedures established with Front Office.
Cash Handling: Cash collected by Front Office is handed over to Finance for proper management and record-keeping.
Financial Reporting: Reports from Finance support Front Office budgeting and financial planning.
Credit Payments: Finance manages collections from credit card companies and travel agents.
Imprest Cash: Finance provides the necessary cash for daily operations to Front Office.
Salaries: Finance handles the processing of staff salaries.
6. Coordination between Front Office and Security Department
VIP Security: Special security measures for VIP guests are coordinated with the Security Department.
Vehicle Movement: Security oversees vehicle movement and parking facilities to ensure smooth operations.
Luggage Scanning: Security manages baggage screening to ensure guest safety.
Emergency Procedures: Front Office and Security work together to handle emergencies and explain procedures to guests.
7. Coordination between Front Office and Human Resources (HR) Department
Staffing Needs: Front Office communicates requirements for new hires, training, and cross-training to HR.
Recruitment and Placement: HR manages recruitment, placement, and staff appraisals.
Salaries and Benefits: HR handles salary calculations, bonuses, promotions, and other staff benefits.