Front Office

For the Front-Office department as the central contact for guests, customers as well as other hotel departments it is absolutely vital to have a structured organisation to run the hotel successfully.

For friendlyness, high service levels, operational and organisational structure or TQM (= Total Quality Management) the basis is always the same: without professional structured workflow and communication through   training of the staff no Hotel will be successful. Knowledge provides confidence!

Every department head in a hotel who has the power to change the workflow is mostly tied up in the daily routines such as budgeting, forecasts, staff planning and has little time to analyse or change existing work-routines and organisational structures.  Mostly only minor adjustments are made which only bring part of the anticipated l efficiency incrase.  These changes are most commonly communicated at shift handover without futher explainaition. The manager now anticipates that all team members follow the new instructions. The other approch is to simply issue a memo and have everyone read it.

In oder to realise a efficiency increase and  in concunction a sales increase all work equipment and procedures need to be analysed. Each step will be examined - weak points detected and solutions developped. This analysis, which also includes the hotel pms and preparations for other departments should be accomplished by  an external person. Being part of the organisational structure generally blocks the objective eye on things.

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