1. Interdepartmental Communications

2. Organization Chart for a large deluxe Hotel/Resort
Assistant Director of F & B
Director of Engineering
Director of
Human Resources
Financial Controller
Sales & Marketing
Director of F& B
Banquet
Manager
Food & Beverage Manager
Executive Chef
Executive Housekeeping
Front Office Manager
Security
Executive Assistant Manager for Rooms Division
Executive Assistant Manager for F & B
Executive Secretary
Hotel General Manager
{Organization chart for a large deluxe Hotel/Resort}

3. Departments that Interact with the Front Office
Maintenance
Finance & Purchasing
Banquets
Marketing and Sales
Food and Beverage
Housekeeping & Laundry
Human Resources
Security
Front Office

4. Reports

5. Marketing & Sales

7. No Show Front Office Reservation 1- Who is doing it: 2- Purpose:
- To track no show/lost revenue, then to update the final situation and to activate any waiting list pending reservations.
3- Distributions to other Department and the reason:
- Marketing & Sales: This will allow the sales department to check back with the agent/company the no show reasons and reevaluate the situation accordingly, and then to charge the agent/company with the proper no show fees according to the contract.
- Accounting : To start preparing the no show invoice and to ask the travel agency/company to pay the no show fees.

9. Daily Rooms' Forecast 1- Who is doing it: - Front Office - Reservation
2- Purpose:
- In order to check the situation during the current and the next month and to decide stop sales in case of high occupancy.
3- Distributions to other Department and the reason:
- Sales & Marketing : To confirm or regret rooms' reservation according to the occupancy. To establish a waiting list in case of high occupancy and according to the request priority. To decide stop sales for any travel agencies' allotment, in case of high volume of business.
- Food & Beverage/ H.K. / Engineering : To plan the operation details and to schedule the staff accordingly.
- Human Resources : To start monitoring and selecting the best candidates needed for the operation

11. Competition Report 1- Who is doing it: - Front Office 2- Purpose:
- It will allow the property to check the situation and to compare between its' volume of occupancy with other properties located near by.
3- Distributions to other Department and the reason:
All
To ensure that the property is getting an equal and reasonable market share along with a healthy market mix.
Also to use it as a performance evaluation standard for the property, then to highlight the property's strength and weakness. Knowing its strengths and weaknesses can help the property to identify and capture opportunities, and finally to create a competitive edge to increase the opportunities.

12. Factors that the Front Office Manager should respect before selecting the competitors
Same area (next, near by, around)
Same type (down town, airport, Golf, resort)
Star rating (three/four star)
Nature (spa, capsule, ski)
Type of service offered (exclusive, mid-market, economy, limited)
Total number of rooms
Number of outlets and recreational areas (shooting, multi purpose court, tennis)
Occupancy percentage (Volume of business)
Average room rate / average daily rate

14. Materialization Report
1- Who is doing it:
- Front Office
- Reservation
2- Purpose:
- To control the total number of Rooms produced by any travel agencies dealing with the property out of the total quoted rooms, during a specific season.
3- Distributions to other Department and the reason:
- Sales & Marketing : To compare between the volume of business expected and the actual, then to decide the necessary privileges for the top producers.
Then, accordingly to increase or decrease their share during the coming seasons, according to each agent/company's productivity.

16. Geographic Analysis Report (Origin source of business)
1- Who is doing it:
- F.O
2- Purpose:
- This will allow the Sales & Marketing department during the market research stage, to focus on the new travel patterns and to highlight the new markets that are growing and producing business, so that they can start focusing on these markets. This will also help to anticipate the people's needs. Beside it will also clarify which markets stopped producing.
3- Distributions to other Department and the reason:
- Marketing: To increase the share of advertising directed to this market to start monitoring and selecting travel agencies dealing with the market.
- Sales : To establish the best rates structure for this market.
- Management: To start creating a competitive edge to differentiate their product.

17. Housekeeping Reports

19. Arrival by Room Number and Time
1- Who is doing it:
- F.O
2- Purpose:
- To notify H.K about the estimated arrival time of the incoming/expected arrival rooms today, any special guest requests.
3- Distributions to other Department and the reason:
- H.K.: To give H.K enough space of time in order to prepare the rooms for the expected arrival guests accordingly, and/or if an extra bed or a baby coat is required. This will also ensures the right scheduling of employees
- F & B: To arrange welcome drinks for the expected arrival guests.
- Bell Captain: To plan the daily operational procedures and to schedule enough staff accordingly.

21. Departure by Room Number and Time
1- Who is doing it:
- F.O
2- Purpose:
- To notify H.K about the estimated departure time of the expected departure room.
3- Distributions to other Department and the reason:
- H.K.: To decide the right timing to enter the rooms, in order to release it once again to the F.O, meanwhile in order not to plan to provide turn down service to these given rooms. And finally, to ensure staff scheduling
- Acc.: To be distributed to the outlet cashiers, to ensure fast posting of any extras occurred by these rooms before their departure.
- Bell Captain : To plan the daily operational procedures and to schedule enough staff accordingly.
- Telephone Operator: To ensure fast posting of any calls occurred from these rooms, also to provide fast delivery of any messages left for these rooms before their departures

23. H.K. Discrepancy Report 1- Who is doing it: - F.O 2- Purpose:
- When any conflicts takes place in the room status report, between the F.O. status & the H.K. status.
3- Distributions to other Department and the reason:
- H.K. : To ensure what is the final & physical status of each and every
room.
- Acc. : To ensure the accuracy of each and every room status in the
property.
To ensure that the room rate applied is correct according to the
total number of occupants of each room.

25. Late C/out Rooms 1- Who is doing it: - F.O 2- Purpose:
- To gather the total number of late c/out expected rooms and to convey this message to other departments.
3- Distributions to other Department and the reason:
- H.K. : To arrange enough number of stand by staff, according to the total number of rooms expected to check-out, in case that the rooms will be occupied same night again by another arrival guest, or according to the hotel policy and procedures.
- Acc. : To ensure charging the late c/out fees to these rooms.

26. Room Inspection 1- Who is doing it: General Manager
Resident Manager/Executive Assistant Manager.
Rooms' Division Manager
Front Office Manager
Assistant Front Office Manager
Guest Relation Manager
Duty Manager
Guest Relation
Desk Manager/Supervisor
Guest Service Agent
2- Purpose:
- To ensure that the high quality of standard required for guest satisfaction is applied in each and every room.
3- Distributions to other Department and the reason:
- H.K. : To take the necessary action in case of missing amenities or maintenance needs or poor cleaning.
- Eng. : To do the job or the maintenance required.

27. Food & Beverage Report

29. Early Breakfast/Breakfast box & Late Dinner
1- Who is doing it:
- F. O.
2- Purpose:
- To brief the concerned departments about the estimated time required for meals offered to those guests.
3- Distributions to other Department and the reason:
- F & B: To arrange the schedule accordingly and prepare the available outlets.
- Kitchen : To prepare the required food items according to the stated time.
- Lobby/Service Bar : To prepare the required beverage for the guests.
- Cost Control : To check the quantity of food being served

31. DAILY GROUPS' MEALS RESERVATION FORECAST
1- Who is doing it:
- F.O. and/or Group coordinator.
2- Purpose:
- To ensure the smooth F & B operation offered to any group members.
3- Distributions to other Department and the reason:
- F & B : To act accordingly and to arrange the proper outlet according to the total number of party in the group.
- Kitchen : To prepare the food required according to the group meal plan.
- Acc.: To arrange an outlet cashier to be available to issue checks and in case of any extras occurred by anyone of the group members.

33. Food & Beverage Forecast (Meals Plan)
1- Who is doing it:
- F. O.
2- Purpose:
- To clarify to other departments the incoming situation, to get them involved in preparing & arrangements.
3- Distributions to other Department and the reason:
- F & B: To act accordingly, arrange schedules and arrange enough seats. Meanwhile, to be ready to predict sales.
- Kitchen : To prepare enough food for the coming period and to plan, on the long run, the required purchasing orders.

35. Guest in House: Meal Plan
1- Who is doing it:
- F. O.
2- Purpose:
- To ensure the smooth operation in the main restaurant, and that every guest has got what he is entitled for.
3- Distributions to other Department and the reason:
- Accounting (Outlet Cashier) : To issue cheques against any extras consumed by the guest.
- F & B: To help the outlet cashier to ensure that any extras occurred by the guest has been charged to his account.
- Kitchen: To prepare enough quantity of foods according to the total number of the guest, per meal

37. Guest in House Birthday
1- Who is doing it:
- F. O.
2- Purpose:
- In order to wish the guest a happy birth day and send him a birthday cake.
3- Distributions to other Department and the reason:
- Guest Relation : To issue the courtesy order, then to send the guest a "Happy Birthday" letter.
- Kitchen : To prepare the birthday cake.
- F & B: To serve the cake, either in the restaurant or in the guest room according to the guest wishes.
- Account: To calculate the coast

38. LOCAL WINE
SOFT DRINK

39. Courtesy Order (V.I.P Treatment)
1- Who is doing it:
- F. O.
2- Purpose:
- In order to welcome V.I.P rooms.
3- Distributions to other Department and the reason:
- Guest Relation: To do the proper room inspection, before arrival and to ensure that the assigned room will be ready according to the guest's arrival time. To be available and ready for the check-in and to escort the guest to his assigned room and to ensure that courtesy calls will be handled on a daily basis.
- F & B "Room Service": To arrange courtesy amenities & replenish amenities when necessary, according to the hotel policy and procedures.
- H.K. : To provide V.I.P. amenities in the rooms, and to provide turn down service twice per day.
- Kitchen : To provide the amenities needed.
- Bell Captain/Concierge: To provide the proper newspapers and magazines, guest luggage should be send to the room before escorting the guest.

40. Banquet Report

42. Function/Events Sheet
1- Who is doing it:
- Banquet Manager
- Sales Manager for banquet
2- Purpose:
- To explain the type and time of event which will take place in the property.
3- Distributions to other Department and the reason:
- F.O: To arrange the sign board and accommodation in case of any. To facilitate communication, to direct the guests and finally to prepare the accounts, and the Bell Captain to direct/escort the guests to the Banquet Room. For communication purposes and to be aware, which function/event is being held in which banquet/meeting room
- Kitchen : To prepare the required food as per requested and agreed.
- F&B: To arrange the required Beverages as per requested and agreed.
- H.K: To check the Banquet room and to do the required cleaning tasks.
- Cost Controller : To ensure the quantity of F & B offered during the event.
- Engineering: To check the lights & the A/C.
- Stewarding: To arrange the required silver/china/glass ware.

43. Accounting Report

45. Storeroom Requisition
1- Who is doing it:
- The concerned Department's Head.
2- Purpose:
- In order to get available items from the store room, according to the hotel policy and procedures. (Par Stock)
3- Distributions to other Department and the reason:
- Financial Controller: For his approval.
- Storeroom: To keep a copy and to mark the issued quantity against the ordered one. Then to subtract the quantity issued from the quantity available, and finally to issue purchase request in case of shortage.

47. Purchase Request 1- Who is doing it:
- The concerned Department's Head.
2- Purpose:
- In case of need to purchase items that are not available in the stores.
3- Distributions to other Department and the reason:
- Purchasing : To prepare items quotations through a variety of dealers and price.
- Cost Control: To check cost and to compare with the last purchase price.
- Financial Controller: To approve the purchasing and to add to the expenses accordingly.
- General Manager: For the final approval.

49. Credit Limit Exceed 1- Who is doing it: - Front Office. 2- Purpose:
- In order to control the guest charges/expenses in the property, and thus, to guarantee the collection.
3- Distributions to other Department and the reason:
- Front Office Manager: To take the necessary action, and to ask the guest, through any means of communication (a call – a message – etc…), to kindly settle his bill.
- Night Auditor : For auditing purposes and to follow up.
- C.C. : Credit Manager
Accounting

50. Maintenance Report

52. Maintenance Report 1- Who is doing it: - F.O - H.K 2- Purpose:
- In order to notify maintenance about any kind of work required either in guestrooms or in public areas.
3- Distributions to other Department and the reason:
- Maintenance: To take the necessary action and to send the proper technician.
- H.K.: To follow up what was done and when, and in case of any cleaning tasks required after the maintenance

53. Security Report

55. Key Report 1- Who is doing it: - F. O. 2- Purpose:
- To secure the guestrooms and to provide enough security and privacy for the guest and his belongings.
3- Distributions to other Department and the reason:
- All concerned : According to the situation.

56. Dear Executives, Thank You very much for attending See You Tomorrow…..

57. Best wishes for good luck Dr. Mohamed Abdel Aziz Abed
Thank you
Best wishes for good luck
Dr. Mohamed Abdel Aziz Abed