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 organization to run the hotel successfully.

For friendliness, high service levels, operational and organizational 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 analyze or change existing work-routines and organizational structures.  Mostly only minor adjustments are made which only bring part of the anticipated l efficiency increase. These changes are most commonly communicated at shift handover without further explanation. The manager now anticipates that all team members follow the new instructions. The other approach is to simply issue a memo and have everyone read it.

In order to realize an efficiency increase and in conjunction a sales increase all work equipment and procedures need to be analyzed. Each step will be examined - weak points detected and solutions developed. 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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