Horizontal Communication between Sales and Marketing and Front Office in Supporting Guest Satisfaction at d’primahotel Kualanamu
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Abstract
This study aims to examine horizontal communication between the Sales and Marketing and Front Office departments in supporting guest satisfaction at d’primahotel Kualanamu. As a transit hotel located near Kualanamu International Airport, the hotel serves guests who require timely, consistent, and reliable services. The study employed a qualitative descriptive approach using in-depth interviews and observations involving a Sales Manager, an Assistant Front Office Manager, Front Desk Agents, and hotel guests. The findings indicate that interdepartmental communication is primarily supported by the Property Management System (PMS), email, and WhatsApp groups. Although these communication channels facilitate information exchange, the findings indicate that the absence of non-verbal cues and differences in departmental Key Performance Indicators (KPIs) may create difficulties in interpreting information and coordinating service delivery. The study also identifies information gaps during the handover of guest requests and operational requirements, which may contribute to service inconsistencies and the need for service recovery by the Front Office. These findings suggest that clearer information-handover procedures and greater alignment of cross-departmental performance indicators are needed to strengthen coordination between Sales and Marketing and Front Office. The study concludes that improving horizontal communication can support more consistent service delivery and contribute to guest satisfaction at d’primahotel Kualanamu
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