Lesson 7: INTERDEPARTAMENTAL COORDINATION Flashcards
It is the role of the __________ to deliver a delightful service to the guest considering that they are the FIRST and FINAL impression which occurs during check in and check out.
Front Office
_________ works directly with the front desk to ensure that the main products of the hotel (guest rooms) are ready for sale.
Main tasks are to clean and prepare guest rooms and to maintain cleanliness of the hotel common areas, such as the lobby and main restrooms.
must determine what rooms are to be cleaned, what rooms are
available, and what rooms are occupied.
Housekeeping
M embers of ________ team must bring individual guest charges to the front desk so
that they can be added to the account.
It is useful for all the hotel employees to be familiar with their hotel’s food and beverage operation so that they may be able to notify guests of what is available at the hotel.
Food and beverage
The front office team coordinates with marketing and sales department in case there is a need
to prepare message boards for promotions.
during holiday hotel events like Easter Sunday or Halloween, details of the hotel
event should be properly coordinated especially prior to the launch of the event for the front office staff to view necessary procedures and guidelines to be followed especially if the event
is now available to the public.
Marketing and sales
The Front Office department is engaged with the _________ department to interview, help shortlist applicants, and select most qualified employees.
Front Office department also contacts the _________ for employee training and orientation, programs, salaries, leaves, dues, and appraisals.
Human resources
The front office and ________ department needs to interact with each other on the concerns such as expected number of guests to attend the banquet, showing directions of the venue to the unfamiliar banquet guests, posting of daily messages on felt board regarding
venue, occasion, hosts and guests and settling of the city account against the banquet service
for the guest.
For attendees of the event will always pass at the lobby and if it’s their first time at the property attendees are not aware of the banquet rooms which assistance from front office
staff is highly needed
Banquets
The __________ and front office department communicate regarding room status
and maintenance service requests.
If the room is reserved, the two departments work out a time frame so the guest can enter
the room on arrival or be assigned to another room especially if it will take long to repair.
Cooperative efforts produce the best solution to difficult situations.
Considering that the guest has already checked in at the hotel and are at their respective rooms requests from guests for the repair of air conditioning units, plumbing, television, and
other maintenance related problems are all directed to the front office department, which by
there the front desk staff will relay the concern or request to the maintenance department.
engineering department
The information produced by the front office is a necessary first step in the process of the factual guest accounting process and financial assembly of data for the controller.
Without accurate daily entry by desk clerks and without the night audit, the controller will not have the figures to produce reports for the owners, general manager, and supervisors.
If a hotel has adopted a system like Hotelogix it will be easier to validate posting. In such case front office associate must be accurate in posting any charges at the guests account to give
accurate data.
Accounting
Coordination between the _______ and front office department is of high importance.
The two departments work closely together in maintaining not only guest security but the
overall safety and security of the hotel.
Security
