202 KB31 KB200920252019Sayin, Kürşadletnik:11številka:2str. 51-58ISSN:1855-6175COBISSID_HOST:513091888URN:URN:NBN:SI:doc-ITUIKHPJenDoba EpisMednarodno inovativno poslovanjecommunicationfront officehospitality businesseshotelirstvohotelskomuniciranjeoddelki za odnose s strankamiproductivityproduktivnostThe effect of communication problems on productivity in hotel operations: a qualitative application| Vpliv komunikacijskih problemov na produktivnost v hotelirstvu|Front office department in hotel businesses generally consists of reception, reservation, switchboard operator and concierge departments in hotels. Communication with guests starts at reservation phase, it goes on with guest check in processes and ends with accommodation, check out and process after checking out briefly front office department is very important since it is the department which the guests are welcomed, hosted and sent off. Front office department also provides the communication within all the departments in the business. Realizing the processes in front office properly, enhancing the quality of services, raising the guest satisfaction and the increasing of the productivity of the staff all depends on the features of the communicationOddelek za odnose s strankami v hotelskih podjetjih običajno obsega recepcijo, rezervacije, upravljavca stikalnih naprav in koncierge. Komuniciranje z gosti se začne v fazi rezervacije, nadaljuje s postopki preverjanja gostov in se konča z nastanitvijo, odhodom in obdelavo po odhodu gosta, in vse te faze upravlja oddelek za odnose s strankami. Ta zagotavlja tudi komuniciranje med vsemi hotelskimi oddelki. Ustrezno izvajanje procesov, izboljšanje kakovosti storitev, dvig zadovoljstva gostov in povečanje produktivnosti osebja -vse to je odvisno od značilnosti komuniciranja. Zato je učinkovito komuniciranje z drugimi oddelki in komuniciranje znotraj tega oddelka nujno za produktivnost poslovanjaTEXTznanstveno časopisjejournalsSlovenian National E-content AggregatorNational and University Library of SloveniaDOBA Fakulteta za uporabne poslovne in družbene študije Maribor