1. LECTURER: MR SAIFUL BIN MOHAMED SHUIB
CLASS: DUP 2
HH203- FRONT OFFICE PRACTISE
CHAPTER 2
THE ROLE OF FRONT OFFICE IN RELATION
TO OTHER DEPARTMENT
NAME MATRIC NUMBER
HOO SHIAN DEE 18DUP13F1023
DOREEN LAW CONG JIA 18DUP13F1003
SUCHINDA 18DUP13F1010
HENG SHI JING 18DUP13F1036
NUR SYAZANA BT ABDULLAH 18DUP13F1011
NUR AINANI BT ABD AZIZ 18DUP13F1009

2. INTERDEPARTMENT COMMUNICATION
 HOUSEKEEPING DEPARTMENT
 FOODS AND BEVERAGES DEPARTMENT
 ACCOUNT DEPARTMENT
 SALES AND MARKETING DEPARTMENT
 SECURITY DEPARTMENT
 MAINTENANCE DEPARTMENT
 SPORT AND RECREATION OFFICE
 CUSTOMER SERVICE DEPARTMENT

3. HOUSEKEEPING DEPARTMENT
 Update the room status correctly and frequently to
- Find sleeper
- Know the exact number of house count
 Prepare an occupancy report to front office
department
 Security concerns about any unusual circumstances
 Prepare special arrangement for additional or
special amenities request from guest

4. FOOD AND BEVERAGES DEPARTMENT
 FO department inform the arrival and departure of
guest for work schedule and staff requirement
 Prepare breakfast, lunch and dinner for in-house
guest, expected- VIP, corporate guests, group and
crew.
 Prepare special food arrangement and parties.
 Setting up bars in VIP’s rooms.
 Prepare the special meals booking of groups and
guest.

5. ACCOUNT DEPARTMENT
 An important support department for front office
 Night auditor provide daily summary of financial
transaction to account department for making
budgets and allocation resources of current
financial period
 Front office provide financial data to account
department for billing and maintenance of credit
card ledgers

6. SALES & MARKETING DEPARTMENT
 FO benefits the activities of S&M department to
increase room sales
 S&M department have to check the availability of
rooms- 3 months, 6 months or even 12 months in future
to decide marketing strategies for off season period
 FO department helps S&M to sell product by making
promotion:
- Room with meal and entertainment
- All in one package

7. SALES & MARKETING DEPARTMENT
 Both departments coordination need to:
- Check guest histories
- Room reservation record
- Current room availability status
- Setting the transient and bulk room sales

8. SECURITY DEPARTMENT
 To handle large amount of cash and guest assets
 Provide protection for guests, hotel staffs and
properties
 Provide security and access control to public
area by:
- posted surveillance at various hotel entrances
- done through hidden circuit camera

9. MAINTENANCE DEPARTMENT
 Maintenance responsible to maintaining the
appearance of exterior, interior and swimming pool
sanitation of hotel
 Complaints are related to:
- Poor heating or cooling
- Faulty plumbing
- Noisy equipment
- Broken furniture

10. SPORT & RECREATIONAL CENTRE
 Front desk responsible to make booking for guest
who want to used sport and recreation facilities
 Front office department provide information to
guest about:
- Operating hour
- Sport and recreation facilities
- Location in the property

11. CUSTOMER SERVICE DEPARTMENT
 Consist of concierge, bell desk and valet
parking
 Front desk inform concierge to handle guest
request
 Front desk communicate to bell desk to handle
guest luggage at arrival and departure and etc
 Guests in house who are charged for parking
service will have this amount in their account

12. SUMMARY OF CHAPTER 2
 Coordination in all departments with front
office department is important to increase the
sales of hotel
 Hotel staffs and guests could not own a good
relationship without this coordination
 Coordination makes the whole hotel operate
efficiency and systematically