Hotel Front Office Management, 3rd Edition

C H A P T E R 3Effective Interdepartmental CommunicationsOPENINGDILEMMACHAPTER FOCUS POINTSThe leader of a workshop in one of the conference rooms is very anxious abouthis program today. After noticing that the connection for the teleconference isnot working, he stops by the front desk and asks if the convention representativecould come to the conference room. The desk clerk on duty offers to locate theconvention representative and send her to the room. After the workshop leaderleaves the front desk area, the desk clerk remarks, “You would think we have• Role of the front office inestablishing andmaintaining effectivecommunications withother departments• Discussion and applicationof total qualitymanagement techniquesused in improvinginterdepartmentalcommunicationto be all things to all people all the time!”Role of the Front Office in InterdepartmentalCommunicationsThe front office plays a pivotal role in delivering hospitality to guests. It sets the stage fora pleasant or an unpleasant visit. Guests, often in an unfamiliar setting and anxious toproceed with their business or vacation plans, are eager to learn the who, what, when,where, and how of their new environment. Requests for information often begin with theTLFeBOOK