interdepartmental communication in the hotel

1. CO-ORDINATION OR
INTERDEPARTMENTAL
COMMUNICATION
Human Resource
Accounts/Finance
Marketing and
Sales
Housekeeping
Security
IT (Information
Technology)
Maintenance or
Engineering
Banquets
Food and
Beverage
Food Production
Store & Purchase
December 19 1

2. Human Resource
• To Interview
• Shortlist them
• Eligible employees
• Employee training
• Induction programs
• Salaries
• Leaves
• Dues
• Appraisals
• Leaving Formalities
December 19 By - Mrs. Himani Nikhil Batheja 2

3. Accounts/Finance
• Payment settlements
• Dues of guests or non-guests
• Discount offers
• Coupons settlement
• Status of night auditing with
accounts.
December 19 By - Mrs. Himani Nikhil Batheja 3

4. Marketing and
Sales
• Guest history compiled by the
front office department is an
excellent source for
segmenting the customers,
prepare customer-oriented
packages, and plan and
execute the campaigns
• Process of completing the
booking of a special function
• The first guest contact with
the marketing and sales
department is usually
through the hotel’s
switchboard.
December 19 By - Mrs. Himani Nikhil Batheja 4

5. Housekeeping
• Readiness of vacated
accommodation for selling.
• Security of the accommodation.
• Guest’s complaints and
requirements about any amenities
is initiated at the front desk.
• Guest’s requirement of removing
soiled dishes or linen from the
accommodation.
• Number of accommodations sold,
departures, walk-ins, stay-over
guests, and no-shows. Timely
distribution of the accommodation
sales helps the housekeeping
manager to plan employee
personal leaves and vacations.
• 1 copy of in-house
guest list to laundry
department. This co-
ordination is essential
to avoid wrong room
numbering and wrong
delivery of laundry.
December 19 By - Mrs. Himani Nikhil Batheja 5

6. Security
Communications between the security department and
the front office are very important in providing
hospitality to the guest. These departments work
together very closely in maintaining guest security. Fire
safety measures and emergency communication
systems as well as procedures for routine investigation
of guest security concerns require the cooperation of
these departments.
December 19 By - Mrs. Himani Nikhil Batheja 6

7. IT (Information
Technology)
• Day-to-day support of all IT systems, business systems, office
systems, computer networks, and telephony system.
• Provides user training
• Responsible for smooth functioning and co-ordination of vendors
for Guest Internet, Property Management Systems - PMS, Point of
Sale - POS, IPTV, Telephony systems and other software vendors.
• Responsible for overseeing and handling network configuration,
Servers, Workstations, Networking equipment, PABX, email
accounts, and also support for the underlying server/desktop
infrastructure. They take care of IT Security and Policies; they also
ensure implementation through regular staff training.
December 19 By - Mrs. Himani Nikhil Batheja 7

8. Maintenance or
Engineering
The maintenance or engineering
department and front office communicate
on room status and requests for
maintenance service. Maintenance
employees must know the occupancy status
of a room before attending to plumbing,
heating, or air - conditioning problems. The
requests from guests for the repair of
heating, ventilating, and air conditioning
units; plumbing; televisions; and other room
furnishings are directed to the front desk.
These requests are then communicated to
the maintenance department. The front
desk clerk must keep track of the repair
schedule, as guests want to be informed of
when the repair will be made.
December 19 By - Mrs. Himani Nikhil Batheja 8

9. Banquets
• 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.
• Settling of the city account against the banquet service for the
guest.
December 19 By - Mrs. Himani Nikhil Batheja 9

10. Food and
Beverage
• It also keeps the track of guest’s purchases from the restaurant,
the bar, or coffee shops in the hotel.
• It conveys special requests of the guest regarding food and
beverage to the F&B department.
• It deals, accepts, and reserves banquet inquiries and
coordinates them with the respective departments.
• Communication activities also include reporting predicted
house counts, an estimate of the number of guests expected to
register based on previous occupancy activities, and processing
requests for paid - outs, forms used to indicate the amounts of
monies paid out of the cashier’s drawer on behalf of a guest or
an employee of the hotel.
December 19 By - Mrs. Himani Nikhil Batheja 10

11. December 19 By - Mrs. Himani Nikhil Batheja 11
Food Production
Front office communicates the daily
arrival list to the kitchen and it helps
the chefs to forecast their production
so that the wastage is minimized. The
daily arrival list also contains guest
history and the chefs come to know if
there was any problem with food or
service during the guest’s previous
stay. Hence, they could make it up this
time by exceeding his/her
expectation. The front office circulates
VIP lists in the kitchens for any special
requests of guests and for the room
amenities to be placed in the room.

12. December 19 By - Mrs. Himani Nikhil Batheja 12
Store & Purchase
Coordination with stores ensures the
availability of day to day necessities of
Front office stationary. Communication
with stores is by way of a requisition form,
which all departments send to store when
it requires certain items.