Chapter Four

 Front office Telecommunication

 Basic Telephone Equipments

 Responsibilities of Telephone Department

 What qualities a good telephone operator should have?

 How to handle telephone?

 What are the types of Telephone equipments in the hotel? The

differences b/n PBX and APBX?
 What is Property Management System (PMS) and the benefits ?

 What are the basic management sections that PMS applied in a hotel?

 How to compute a hotel Occupancy percentages and room rates?

 Chapter Four
Front office Telecommunication
4.1. Introduction to Front Office Telecommunication
• Prompt, efficient and accurate telephone service is an
important element in building and maintaining good guest
relations
• Courtesy, efficiency and helpfulness in handling guests’
requirements and prompt and effective demands, make a
great contribution to the efficiency of hotel operation.
• Generally two basic types of telephone equipment are used:
 Manual system: all out going calls must be made by

operators
 Dialing system: the guest can dial their own calls
 Responsibilities of the Telephone department

• To handle all incoming and outgoing calls.

• Cleanliness and maintenance of all public areas.
• Maintenance and repairs to telephones in guest room
• To ensure that all messages are dealt correctly
• To maintain information on all functions, banquets,
conference etc. in the hotel.
• To check all telephone accounts
• To control the volume of outgoing calls
• To maintain a complaint book
• To liaise (cooperate) with the telex operator
• To supervise the effective training of present staff as well
as induction of new personnel
Qualities of a good telephone operator
 Punctuality: 5 minutes before
 Personal hygiene and deportment
 Accuracy: avoid carelessness
 Speed: consistency to save energy
 Cooperation
 Clarity of speech
 A sense of responsibility
 Secrecy
 Concentration, application and quickness
 Memory: remember the name of the guest
 Cheerfulness : from the voice
 Careful and polite
 Handling of telephone:

1. The telephone is to be used for only reception business

2. When the telephone rings answer it immediately (3 rings)

3. Do not keep the caller waiting for a long time before

attending to him ( 45 seconds).

4. Answer the telephone by saying, “RECEPTION (inf. or

reservation) GOOD MORNING (good afternoon or good
evening), MAY I HELP YOU? Do not answer "Hello".

5. Speak clearly. Pronounce the words carefully.

6. Be brief and to the point, but not abrupt

7. Be polite, friendly and helpful
8. Be accurate in what you say. The guest wants to have confidence in
you. Do not ‘THINK’ or ‘SUPPOSE’ if you do not know the answer;
find out and call back.

9. Be courteous in explaining the hotel rules. Do not use the phrase “You
have to”, “I suggest” or “would you mind” is preferable.

10. Take the correct name and contact number of the caller. This
information will help you if you have telephone the caller back.

11. Finally, Always remember that you represent the hotel or the
organization you are working for when you pick-up a telephone call at
work
Communication Equipments
 Three types of telephone equipments:

• PBX – private branch exchange

• PABX – private automatic branch exchange

• EPABX -electronic PABX.

• There are various types of PBX’s for example, 3+9, 5+20,

10+50 etc. This means that there are 3, 5 and 10 main lines

and 9, 20 and 50 extensions respectively

 Property Management System (PMS)
 PMS is a generic term used to describe the computer applications
(computer hard ware and software) in managing the interface of
various departments in a hotel in order to manage the property
effectively

 Applications of PMS in the hotel include:

1. Reservation Management System (MRS): to make reservation

or cancel reservation

2. Revenue Management: a set of revenue maximization

strategies and tactics meant to improve the profitability of
3. Guest Accounting System (GAS): it provides accurate online
posting of guest charges when interfaced with the Point of
Sale (POS).
 Split charges and multiple folios (e.g. Master and
Incidental) with specific billing instructions that have been
set for each guest speeds up the accounting process
4. Back Office System: Other modules used by the hotel
management for operating efficient hotel operations usually
include:
I. Material Management System
• This covers the entire material management operations such as
requirement planning, purchase, receiving of stock, costing, etc
• It provides information for effective decision making and
budgeting
II. Management Information System
 It provide statistical information to the management to assist in
decision making and revenue control
 The data helps @1. to establish room occupancy rate, @2. to
address the problem in case of losses, @3. to ensure increased
revenue and higher occupancy
III. Financial Accounting System: it provides information required

for basic accounting as well as financial management of the hotel

IV. F&B Control System: this is the most important area of concern

as a major POS which can raise revenue and create a lot of saving

through control of F&B by minimizing wastage of material

V. Human Resource Information System (HRIS): The human

resource of the hotel is the most important and the most expensive

asset. A good HRIS should integrate the requirement for effective

career planning, personnel administration, and payroll

information
 Benefits of PMS
The operations are improved by the reduction of
repetitive tasks

The internal operations of a hotel can be kept in a

standardized manner making it easier to control
which would be difficult in a manual system
The information needed by management to make
decisions is current and accessible
 Better internal control can be exercised with quicker and
current information being available
 Information is more difficult to compromise with user
records being maintained by the system
 The service provided to the guest can be improved with
regard to timing and accuracy of information and with
greater levels of personalization
 Computing the Occupancy and Room Rate of a

hotel
1. Single Occupancy percentage

 The occupancy percentage for a hotel property is computed daily.

Single Occupancy = (Number of Rooms Sold/ Number of

rooms available) X 100 %

2. Average daily rate( ADR)

ADR= Total Room Sales/ Number of Rooms sold

3. Revenue per available room
RevPAR = Room Revenue/ Number of available rooms

Or
Hotel Occupancy X Average Daily rate

4. Double occupancy percentage

Double Occupancy = (Number of Guests__ Number of
Rooms Sold) X 100
THANKS FOR
YOUR
ATTENTION!!!
 Chapter FIVE

Reservation and Sales

 The main function of the reservation process is to match room requests
with room availability

Types of Reservations

5.1. Guaranteed Reservation- the guest shall guarantee his/her

reservation

A. Prepayment Guaranteed reservation: the whole payment before

arrival

B. Advance deposit/ Partial Payment: half / some amount

C. Credit card GR: The prospective guest gives his credit card number and
C. Travel Agent Guaranteed Reservation :The travel
agents are solely responsible for the reservation; they are
billed after the guest’s stay is completed
D. Voucher or Miscellaneous Charge Order [MCO]: To
attract return guest or new business. This is usually
provided by the hotels themselves for their prospective
guests

E. Corporate Guaranteed Reservation – In this case the

corporation or company takes the responsibility for
5.2. Non-Guaranteed Reservation
 Ensures that the hotel agrees to hold a room for the guest
until a stated reservation cancellation hour (usually 6
p.m.) on the day of arrival
 It usually occurs when the prospective guest does not
provide any payment guarantee but simply confirms
through a letter
 Reservation agents shall make sure to encourage their
guests to guarantee their reservations, especially in the
high season
5.3. Tentative / Provisional Reservation
 It is done when a request from prospective guest is received
for some future day arrival and the hotel blocks the room
for this guest
 The offer has a cut off date by which the guest should send
his confirmation which may be in the form of a letter,
guarantee by company, credit card or deposit whichever the
hotel may request.
 Once the confirmation from the guest is received by the hotel
within the cut off date, the hotel makes the tentative booking
into confirmed booking if not cancelled
 Sources of reservation Systems
1. Central Reservation Systems

 A central reservation system is composed of a central reservation office,

member hotels connected together via communication devices, and

potential guests

A. Affiliated reservation system: this network is referred to as the hotel

chain’s reservation system

 Advantages of Affiliated reservation system

 Streamline the process of reservation

 Reduce overall system costs

 Attract business for or refer business to another chain property

B. Non-affiliate reservation network - A non –affiliate
reservation network is composed of a central reservation
office, potential guests, and member independent hotels

2. Inter Sell Agencies

 Inter sell Agencies are special types of central reservation

offices contracting to handle reservation for more than one

Product Line for example handle at the same time Airline
Tickets, Car Rental, Hotel Reservation, etc.
 “One Call Does it All Approach!”
3. Direct Reservation System
 Even though many of the five-star hotels rely
heavily on central reservation offices and inter sell
agencies, some potential guests might still find it
convenient, and personal to call directly the hotel
to communicate a reservation enquiry
 Handling Reservation
Receiving Reservation
• Guests can communicate their reservation enquiries in any
one of the methods; In person, over the telephone, via mail,
through facsimile, telex or e-mail
• Moreover, reservation inquiries can also be made through
Central Reservation System or Inter sell Agency
• While getting a reservation enquiry, the reservation agent shall
obtain the following guest-related information:
i). Guest’s name, address and telephone number

ii). Company or travel agency name, where possible

iii). Date of arrival and departure

iv). Type and number of rooms requested

v). Desired room rate and type of room

vi). Number of people in the group, if applicable

vii). Method of payment and / or guarantee

viii). Any other special requests

 Check the Room Availability

• After receiving a reservation request, the hotel might accept

it, as it is, if there is room availability

• If not, the reservation department should suggest alternative

room types, dates, and / or rates, to the potential guest

• If, however, the potential guest insists on his / her previous

request, the hotel should suggest an alternative hotel. That's

one of the main reasons why we need to maintain good

relationships with nearby competing hotels

 Over-booking: is a situation occurring when the total number of
rooms reserved for a certain period of time exceeds the total number
of rooms available for sale, for the same period of time
 To avoid overbooking problems the statistical data needed:

• Number of rooms reserved for a specific date

• Number of rooms occupied by stay over’s (for a certain specific date)

• Forecasted no-show-ups percentage

• Forecasted under stays percentage

• Forecasted overstays percentage

• Forecasted cancellation percentage

• Number of out of order rooms for a specific date

DEVICES USED FOR TRACKING ROOM
AVAILABILITY
 There are three type of systems:
1. Control books- manual
2. Wall charts-semi-automated
3. Computerized system- fully automated
Deny or Accept Reservation
Reservation records
• The aim is to identify guests and their occupancy needs
before guest’s arrival
• In order to create a reservation record, the following details
are needed:
1. Guest name (and group name, if applicable)
2. Guest’s home or billing address
3. Guest’s telephone number, including area code
4.Name, address, and telephone number of guest’s
company, if appropriate
5.Name and other pertinent information about the person
making the reservation, if not the guest
6. Number of people in the group, and perhaps ages of
children, if any
7. Arrival date and time
8. Number of nights required or expected departure date,
9. Reservation type [Guaranteed versus Non-guaranteed]
10. Special requirements [i.e. infant, disabled guest, or no
smoking accommodation]
11. Additional information, if needed [i.e. late arrival,
method of transportation, flight number, room
preferences, etc.]
 RESERVATION CONFIRMATION
 Below are the main points that should be communicated in a confirmation

letter:

• Name and address of the guest

• Date and time of arrival

• Room type and rate

• Length of stay

• Number of persons in a group, if any

• Reservation type [guaranteed or not]

• Reservation confirmation number

• Signature of the guest

 Chapter Six (6)
Check-in and Its Procedures
 Pre-Arrival/ Pre-Registration activities
 Prepayment: payments from guaranteed reservations has
been received before arrival
 Checking expected arrival lists: VIP, Groups etc

 Pre-registration : it helps to speed-up registration and

applicable only for VIP, Groups, repeated guests and crew.
 Pre-assignment : allocation of specific rooms for the seek of
availability, rate, security and safety only VIP, Groups,
repeated guests and crew
 Prepare Welcome Booklet/Key-Card/Passports
 Prepare room keys
 Preparing Meal/DrinkVouchers
 Raising Complimentary Orders: Flower Basket, Fruit
Basket, Champagne and Chocolates for VIP,
Honeymoonners and long-stay guests

What is Registration procedure included?

Registration Procedures
1. Identification of guest status
2. Formulation of registration record
3. Room and rate assignment
4. Establish of credit
5. Completion of check-in procedures
6. Rooming the guests
7. Modification of the registration card
 Importance of Registration
 Capture guests personal data and provide hotel with
important guest information especially method of payment
 Ensure a room and rate assignment for every guest
 Provide hotel with expected departure date for each guest
 Generate a registration record of the transaction and inform
other relevant dept of each new arrival
 Sell hotels products and services through
up-selling/suggestive selling
Register
• The traditional method of checking guests in is to

use a register

• It is ideal for smaller hotels where guests arrive

individually and names of guests are recorded

in chronological order, on the large bound book

ruled in to columns
 Some disadvantages of the register

 If more than one guest wishes to check in there is a waiting

time
 The receptionist is unable to process registration information
while a guest is checking-in, so administration delays could
occur
 It is an indiscreet method in that it provides guests with the
opportunity to find out information about other people
staying at the hotel
 Loose-leaf registers are now available, which overcomes
Registration Cards

• Most hotels now use registration cards. These overcome

unnecessary problems of a register

• Although they are more expensive, they have many benefits

• They can be filed in alphabetical order after a guest

departure and they are easier to copy on a photocopier

• A computerized system will normally print the registration card

from the reservation details

• This will save time for the guest on arrival as all the guest has to

do is sign and complete the missing sections

• Even in the most modern systems the guest is still usually asked

to sign as without a signature it would be difficult to prove

that charges had been incurred, and there would be no proof

of the guest’s stay.

• This is particularly important when the account is sent to a

company for payment.

• A computer may also be programmed with details of any

undesirable guests who may have caused problems in the

past, or been ‘blacklisted’

Pre-Arrival Registration
• The busiest time for the reception department is during
the check- in period
• One way is to have all the guest’s details pre-print on a
registration card before arrival
• The guest only checks that all the details are in order
and sign the card
• Pre-Registration is also a solution for checking-in large
numbers of guests at any one time, e.g. groups, tours or
Self check-in
• A self check-in kiosk allows guests to check-in without
going to the front desk
• By inserting a credit card for identification purposes, guests
can follow a set of simple on-screen instructions and use the
touch screen to check-in
• At the end of their stay, travellers can check out at the kiosk
in the same fashion by reviewing and confirming their
account and printing out a receipt for their records
Checking
• It is the duty of the receptionist to always check the
registration card and to register the guest when they
check-in
• They should ensure that the card is correctly completed and
that all information provided are legible
• When all the details are checked and found to be in
order, the receptionist can then inform the guest of the
room rate and their room number
 Chance Arrivals / Walk-ins
• A ‘chance guest’ refers to a guest who stays at the hotel without prior
booking

• ‘Transient’ hotels will receive the bulk of their guests as chance arrivals

• It is unlikely that chance arrivals with a number of luggage's will

leave the hotel without paying as their departure would be noticed by
one of the staff

• The receptionist should check if the guest have luggage upon

registering them during check-in. If they do, then the registration is
processed in the normal way and the registration card is marked
‘Chance’
No Trace Reservations
• There are some unavoidable instances when a guest
arrives to check-in and there is no trace of the
reservation.
• But the solution is nearly always the same – the guest
must be asked for details of the booking
• This must be done as discreetly/quietly as possible ad
then all the records must be checked
• The reservation may have been listed under the company
 Walking a guest

• When guests with guaranteed reservations cannot be accommodated

by the hotel due to overbooking or unforeseen circumstances, the

hotel is responsible for arranging alternative accommodation

• This is referred to as walking a guest

• When a guest is walked to another hotel, one night’s accommodation

would initially be booked

• All attempts should be made to ensure that the guest will return the

following day

• The hotel would have to pay all transportation cost incurred by the

guest when relocating to another hotel

 Method of Payment

• The forms of payment accepted in hotels have changed over the years

• Forms of payment include:

 Cash ( Local Currency)
 Foreign currency
 Travellers’ cheque
 Foreign cheque
 Debit card
 Credit card
 Charge card
 Ledger payment
 Voucher
 Room State and Status

A room can be classified in one of these four states:

• Let

• Vacant and not ready( VNR)

• Vacant and ready (VR)

• Closed for repair or decoration

 The following are examples of commonly used Room
Status:
• Vacant Clean (VC)/Vacant ready (VR): are rooms that have
been cleaned and are ready for sale. These rooms can be assigned
to guests.
• Vacant Clean, Inspected (VCI): has been cleaned and inspected
by Floor Supervisor
• Vacant Dirty (VD)/Check-out (CO): guest has departed but
room has yet to be cleaned. The room must not be assigned to
guests.

• Out-of-order (OOO): the rooms are under maintenance,

• Occupied (OCC): rooms which are currently occupied

• Due Out (DO): are expected to be vacated on that day

• Late Check-Out (LAT): Guests that are occupying the room

will be checking out after the hotel’s standard check-out time

• Locked out(LO): is locked by the hotel for possible reasons

such as by guests request, guests did not settle account or
under the hotel’s investigation

• Out of Service (OOS):the room is under a short term

maintenance work
Overbooking
• Over booking is the practice of accepting more
reservations than there is space available
• The purpose of overbooking is to assist the hotel in
obtaining maximum occupancy, and to compensate
for early departures, last-minute cancellations and non-
arrivals.
• Viewed in this way, overbooking becomes good
sales technique, rather than sloppy and unprofessional
practice
• The degree of overbooking will vary not only from one
hotel to another but also from week to week and day to day
in the same hotel
• A hotel with a highly transient trade will be able to overbook
more than a hotel in a resort where guests book three months
in advance and stay for two-week periods
• The fact that a hotel overbooks does not mean that it will
have to refuse guests rooms.
• The aim of overbooking is to balance exactly the extra
rooms booked with the non-arrivals and cancellations
 Chapter seven

Front office Accounting

 Introduction to front office accounting and its
fundamentals
 Everyday, a hotel engages in a large number of
transactions with guests
 Apart from using bedrooms and food and beverage
facilities, guests may also use other services during their
stay for example laundry and telephone service
 Charges will then have to be made for the services used
 Any system of recording charges
should satisfy the following
requirements
 Guest accounts should be kept up to date
 Sales of different departments should be identifiable
 Balancing should be possible
 Control checks can be carried out
 It should be easy to operate
 It should be economical in time and money
The main function of the hotel front office
accounting system is :
• To maintain an accurate and current record of all
the guest transactions
• To provide an effective internal control by
monitoring credit given to guests and prevent fraudulent
staff practices
• To provide management information on departmental
revenue
Type of Accounts
• The record of all the financial transactions between the
hotel and the guest is called a guest account
• It is also sometimes referred to as a folio or an
account
• Here are three main types of account maintained by
the front office namely the resident guest accounts,
the city accounts and the management accounts
1. Resident Guest Accounts
• The front office cashier holds mostly the accounts of the
resident guest
• This accounts show the financial transactions with
guests who have registered and are currently staying at
the hotel
• Some of the resident guests may settle their incidental
charges themselves while the accommodation charges will
be settled by their company
• In this case scenario, the resident guest has to have two
folios:
 The master folio or account for the room charges, which
then will be sent out to the company for settlement
 A duplicate of this account will be forwarded to the city
(sales) ledger
 The incidental folio, which will be settled by the
guest personally
2. City Accounts
• The record of financial transactions between the hotel
and non- resident guests is referred to as city accounts.
These could include accounts held by:
 Local business people who use the hotel facilities and
services for entertainment or business meetings but are
not resident in the hotel
 Walk-outs: these are guests who leave the hotel
without settling the outstanding balance on their account.
They are no longer resident, therefore their
account is transferred to the city (sales) ledger.
This is either to await eventual payment, or to be
written off by the account as ‘bad debt’.
Guests who have not arrived but have sent
prepayments to guarantee their bookings. This
amount is normally recorded in the city (sales)
ledger
3. Management Accounts
• The expense accounts or allowance given by some
hotels to the hotel manager is referred to as
management accounts
• These accounts are usually used to entertain guests or
potential clients
• One example is, if a guest has a complaint about the
hotel, the assistant manager may invite them to have
a drink with him/her in the hotel bar to resolve the
• This may help to encourage the guest to relax and to
have a positive impression of the hotel. The charge for
the drinks is then debited to the manager’s
expense, which is the management account
• City accounts and management accounts are
transferred to the accounts department, which will
then handle their settlement at a later date
 What is Accounting Cycle?
 What is the relationship between
Guest Cycle and Accounting
Cycle?
Accounting Cycle
• The main function of the front office accounting
system is to maintain an accurate record of all the
financial transactions between a hotel and a guest.
• This is crucial so that all the outstanding accounts are
settled without delay
• The three main phases of Front office accounting:
 Creation of accounts
 Maintenance of accounts

Types of Posting in a hotel
 Debit posting- recording the charges on the guest account

 Credit posting- deducting the charges from the guest account

 Visitors Paid Out- the hotel paying on behalf of customers

later post into debit posting, e.g. sightseeing , car hire etc
 Account corrections- make correction if something wrong
like incidental amount posted at room rate
 Account Allowances- giving back an extra amount or a
discount
 Account transfer- ‘if a family staying in two or more rooms’
Types of Accounting System
 Tabular Leger
 Machine Billing
 Computer Billing
 Petty Cash and Paid Outs
 Visitor’s Paid Out (VPO)
 Deposits and Refunds
 Unit: Eight

Sundry Guest Services

Mail and Information

• A mail and information counter is normally found only
in very large hotels now generally been incorporated
into the concierge/porters or reception departments.
• The mail and information section comprises of the mail
and information supervisor and the mail and
information clerks.
• The mail and information supervisor is
responsible for a team of mail and information
clerks who give out guest keys and deliver guests’
mail and messages.
• They are also responsible for dealing with guests’
visitors, and providing information on the hotel or
local attractions.
• They would also carry a supply of local postage
stamps and stationery.
 Guest Mail Handling
• Mail is often handled by the information assistant. If the
hotel has a large number of rooms, the volume of mail
received everyday may be appreciable enough to make the
handling of it one of the major and critical tasks of the
front office
• Mail may vary from letters, business and promotional
material, cables and telexes, to large parcels
• The timely delivery of the same to guests is important as it
might influence his certain plans
Paging
• Paging is the process of locating a guest in a given
area within the hotel
• When a party calls a guest on the phone and the
party specifically knows that the guest he is
contacting is in a specific area, then the information
assistant writes the guest’s name and room number
on the paging board and deploys a bell boy to do the
paging with this board
• The bellboy then holds the board (which has bells
with rings which draw the attention of the guest
when shaken) above his head so that guests in an
area can see.
• The bellboy walks through that specified area. The
guest, if in that area, immediately contacts the
bellboy who escorts the guest to the phone
Functions of Bell-Captain

1. Brief all bell boys at the beginning of a shift

2. Ensure that bellboys in their shifts are well groomed
and uniformed
3. Control the movement of all bellboys
4. Assign errands to bell boys
5. Ensure that the bell desk is well stocked with postage
6.Initiate action against “scanty baggage” guests
7. Organize paging services in the lobby
8. Execute formalities regarding “left luggage”
9. Assist in security vigilance functions
10. Assist in crew and group wake-call procedure
11. Perform any other duties that are required by
management from time to time
Functions of a Bellboy

1. Carry guest baggage at the time of guest arrival

2.Carry guest baggage into the guest room and explain

all controls in the room to the guest

3. Issue postage against cash to guests

4.Deliver guest baggage to “left luggage” room if

required
5.Check the guest room at the time of guest departure
6.Carry baggage at the time of guest departure
7. Check guest rooms to validate the discrepancy
report.
8. Page guests in the lobby area if required
9.Report “scanty-baggage” guests to bell captain.
10. Perform any errands as required by guests and
management
Errand Card
• Errand card indicates that room has been allotted to the
guest
• The information counter at the front office will indicate
that the guest has been allotted a room by handing over
the errand card, which mentions the room number
• The room key is also handed over with the errand card

• This is mainly brings to the guest’s attention of any

baggage damaged to protect the hotel from blame
Wake-Up call procedure
• A wake-up call is a telephone call made by the telephone
operator to a guest at a specific time, predetermined by the guest
• Normally, the telephone department is fully concerned with
wake-calls, but the lobby personnel are involved when wake-
calls have to be made of airline crews and groups
• The wake-call time is thus 45 minutes to one hour before the
pick-up time
• In the case of groups, the group leader or travel agency would
convey wake-up call timings to the lobby. The lobby would then
prepare a wake-call
 Chapter: Nine
Front office communication

Front Office Communication

• The Front Office is the nerve center of a hotel property

• Communication and accounting are two of the most

important operations in the front desk operation

• Effective communications with guests, employees and

other departments of the hotel-are paramount in
projecting a hospitality image, e.g. answering guest
inquiries about the hotel services, etc.
• One of the key skills for a hotel receptionist is
that of communication
• The receptionist is a bit like a hub in the centre of a
wheel. All the departments need to lock into the
centre piece in order for the system to operate
• The system will not work effectively once one of
the spokes is broken. This is why it is crucial that
all departments communicate with each other
• The role of the receptionist is centred on the need to
communicate.
• Virtually all the information that is received in a hotel
comes in via reception
• What reception must do is act as a filter, and sends
out the information that is useful to other departments
• Not all departments will need the same
information; in fact some information is
confidential, and should not be circulated widely.
Communication in Different Settings
• It is particularly important in reception to develop
the skill of communication at all levels
• The reception staff are the buffer between
management, guests and others, and
communication skills will be required when dealing
with all groups of people
The Guests: both formal and in-formal
Management: only formal ( with manager/supervisors)
Poor communications often lead to disillusionment and
lack of motivation, which may result in unnecessary staff
turnover
 Peers: only informal but real vital, and avoid using foreign
language to speak to colleagues at the presence of guests
Front office and Its Coordination with other Departments
 F& B: to give the order of food plan which are booked by

guests
 HK: after check out of guest about feedback and damage, to

look about lost article of guests are informed by HK dept to

front office
 Engineering: to provide electrical needs in case of power cut
THANK you for
your
attention !!!