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1. COMMUNICATION AND
ITS IMPORTANCE IN
FRONT OFFICE:

2. COMMUNICATION :
It means, ‘Imparting,conveyingor exchange of
ideas or knowledge whether by speech,writing or
signs’.In common terms, two person communicate
when they transfer information or exchange ideas,
knowledge or emotions. For communication to be
effective, it is important that the information
transferred is understood by the receiver. The end
result of communication is understanding and its
main purpose is to motivate a response.

3. Importance of communication:
1)Communication is essential for planning & decision making
2) Communication helps bring about coordination:
3) Communication is essential for delegation & decentralization of authority
4) Communication helps develop managerial skills
5) Communication helps improve employee morale
6) Better understanding between the employee & employer: Communication is
important for this factor.
7) Ensure greater job satisfaction
8) Communication is essential for effective leadership

4. IMPORTANCE OF EFFECTIVE
COMMUNICATION IN HOTEL INDUSTRY:
No hotel can develop in the absence of effective communication – both
internal as well as external communications. Besides,communication skills
of the employees are given high weightage at the of appointment &
promotion of employees.
1.Internal communication: It is basically communication within the hotel,
i.e, transmitting information within the organization, its departments,
sections,etc. & between the units of the same chain. This is possible only
through an effective network of communication. It is important for
maintaining coordination & avoiding embarraising situations between the
various departments & between the departments of the hotel & the
management. Effective communication creates an atmosphere of mutual
trust & confidence,& also a spirit of understanding & cooperation. The
employees know what exactly is expected out of them & the management
is aware of the potentialities & limitations of the employees. It is of 3 types:

5. Formal communication: This line of communication is meant for
transmission of official messages or information within or outside the
organization. It may move vertically or horizontally. Vertical
communication is from supervisor to subordinate & vice versa. Horizontal
communication flows between employees of equal or comparable status.
• Vertical communication is of 2 types:
Downward communication: It means flow of information from top to
lower levels. In this instructions are passed to subordinates to do work. It
can be in the form of policies, rules, instructions, procedures, letters,
posters,etc.
Upward communication: In such a case, the communication flows from
lower levels to the higher levels. It is generally in the form of performance
reports, suggestions, reviews, input, feedback, etc.

6. • Informal communication: In such a system official lines are not
followed & there is free interaction among the members of the
organization. This communication is based on informal relations & it
is free from all organisatinal formalities. It is also called grapevine
communication because there is no definite channel of
communication. Under it, some information passes through many
individuals & covers a long distance making its origin obscure.
• Consensus : When a number of people irrespective of the status sit
& confer with one another to arrive at a decision acceptable to all, it
is called consensus. It is the process of arriving at an agreement
through consultation. The advantage of this is that the consensus
decision is easy to accept & preserves harmony, avoids conflicts &
splits.

7. 2. External communication: It is the communication of
hotel with external sources & officers, which may be
government agencies & department licensing
authorities, foreign trade offices, customs
authorities, banks & financial institutions, income
tax, sales tax, post offices , transporters, etc. Other
external agencies are travel agents, suppliers etc.
Organisations that can communicate better can also
sell better.

8. DEPARTMENTS AND SECTIONS WITH WHICH FRONT OFFICE COMMUNICATES AND COORDINATES:
1)LOBBY:
• Arrivals: Informs bell desk of allotted room. Asks bellboy
to escort the guest.
• Departure: On guest intimation communicates to bell
desk & cash.
• Change of room: Informs bell desk.
• Scanty baggage: Bellboy informs front desk.
• Messages: Delivery through bell boy.
• Paging: Front desk informs page boy.

9. 2)ACCOUNTS & CASH:
Notifies arrivals & departures through notification slips & the guest folio is
openedon the basis of guest registeration card.
Night auditor: He audits & checks all guest transactions & bills made during
the day & prepares the rooms sales for the day.
3)FOOD & BEVERAGE:
Room service: Arrivals,change&departures.
4)TELEPHONES:
Arrivals, departures, change of rooms& location of guest.
5)ENGINEERING:
Repairs& faults, concerning air conditioner, electricity, power, etc.& also
making of duplicate keys from key blanks.
6)STORES:
Supply of stationery, forms & formats, etc
7)MARKETING & SALES:
For improving room sale during off -season. Sales department keeps front
office informed with new agreements with travel agents & airlines etc.

10. 8) HOUSEKEEPING:
Coordination with the front office is one of the most important
features of housekeeping. As soon as the guest depart, the front
office informs the housekeeping via telephone or computer and
reports how many rooms have been vacated, so that
housekeeping can take over and clean and repair any furniture as
may be necessary. Once the rooms are cleaned, the housekeeping
supervisor checks the rooms, calls the housekeeping desk
supervisor and hands over the clean rooms. The housekeeping
desk supervisor then informs the front office that the rooms are
ready for new guests. The rooms received by housekeeping for
cleaning are called ‘departure room’, while the clean rooms
handed over by the front office are called ‘clean or ready or vacant
rooms.

11. THE POINTS ON WHICH FRONT OFFICE COORDINATES WITH HOUSEKEEPING DEPARTMENT:
• The front office informs housekeeping regarding all the rooms
that have been vacated ,so that they can be prepared for sale.
• Rooms that need repairs are removed from circulation and given
‘out of order status’.
• Major renovations are coordinated with the front office based on
the expected occupancy.
• The front office informs the housekeeping department if any VIP
rooms are blocked.
• Any special requests from guests are conveyed by the front office
on the guest’s arrival even prior to that , housekeeping can
comply with the requests.

12. • Group arrival are coordinated for a smooth check in.
• Rooms with a double lock are opened by the front office, so that
the housekeeping department can clean them.
• The front office is informed regarding any items that have been
lost or found, so that have property can be returned to the guest.
• Housekeeping keeps a careful watch on the rooms in which guests
have little or no luggage, & informs the front office accordingly.
• The front office gives a forecast regarding occupancy to
housekeeping, which enables housekeeping to plan extra work or
give holidays accordingly.