Hotel Interdepartmental Communication: A Case of F&B Service and Sales & Marketing at Mercure Bandung Nexa

Abstract

This study sought to investigate the communication between the Food & Beverage Department and the Sales & Marketing Department at Mercure Bandung Nexa through the perspective of hotel interdepartmental communication. It was benefited from employing a qualitative method. The data collection was conducted through in-depth interviews with the managers of the two departments and field observations. The data collected was then analyzed and carried out through the elements of communication: people (sender and receiver), message, channel, noise, feedback, and effect. This study found that communication between the two departments goes well to keep the service excellent. Based on the analysis of the elements of communication, the only major obstacle is the sudden event that can disrupt the communication process. This result has brought discussion in the context of excellent service being delivered through the communication between the Food & Beverage Department and Sales & Marketing Department. However, this study is limited in the number of informants. More informants should be involved to gather more reliable and deeper data. After all, this study contributes to enriching the application of Interdepartmental Communication in organizations, especially in a hotel.
 Keywords: Interdepartmental Communication, F&B Service, Sales & Marketing

Hotel Management Trainee Programs: Are They Effective?

“…In contrast, ineffective interdepartmental communication leads to negative outcomes (Malmelin, 2007), which in turn negatively affects employee efficacy (Zhang & Agarwal, 2009). It should be noted that even an organization with impeccable interdepartmental communication may experience times in which communication is not carried out effectively due to urgent or sudden events (Musadad et al, 2021). Therefore, it is important that hotels have HRM policies and initiatives that create an environment for effective interdepartmental communication to occur.…”