Front office management I

Written Communication

Written communication forms a major part of the work of reception office. It may be hand written, type written and transmitted by fax or computer but certainly most important information will be written in the permanent way. Basically the written communication and documentation in front office may be divided into two categories
(i) Internal (ii) External.

Internal

Internal communication may often be informal & brief. This form of communication is vital and must be legible, but accurate and unambiguous information. Communication of this nature must also be distributed with all speed to ensure that each department is in possession of up to date information.
Documents in common use for internal communication are many and varied but could include some of the following:

• 
  Memos
  
• 
  Guest List
  
• 
  Arrival and departure list
  
• 
  Tour rooming list
  
• 
  Function List
  

External

For many potential guest the written communication that they receive from a hotel may be their first contact with the establishment.
If the communication is hand written it must be accurate without errors and following the correct format. The information that is conveyed should be up-to-date and without ambiguity.
Documents in common use for external communication may include the following.

• 
  Letters
  
• 
  Standard confirmations
  
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  Invoices
  
• 
  Request for payment.
  

Paralanguage
Its the non-lexical component of communication by speech, for example intonation, pitch and speed of speaking, hesitation noises, gesture, and facial expression.