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Manual on Component II Summary of Hospitality By Authors Mister Murray Mackenzie School of Hotel , Tourism Administration The Hong Kong Polytechnic School and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Specialist Mr Tony adamowicz Tse College of Resort , Travel Management The Hong Kong Polytechnic University Introduction to Hospitality Copyright The Government of the Hk Special Administrative Region All rights set aside.

The copyright of this manual belongs to the Federal government of the Hk Special Management Region. Commercial use is strictly prohibited.

Offenders will be prone to the legal responsibility. Schools does not need to apply for permission to copy this manual entirely or in part for non-profit making educational or exploration purposes. All the other uses ought to gain previous permission in writing from the Govt of the Hong Kong Special Administrative Region. Needs should be given to the: Education Bureau 3/F, Room 1319, Wu Chung House 213 Queen’s Highway East, Wan Chai, Hong Kong i Introduction to Hospitality Acknowledgements We would like to show our honor to the following organizations to get giving us the authorization to reprint some of the photographs and /or providing us with data for concluding the curriculum support deal: The Association of Nationwide Tourist Office Representatives in Hong Kong, ANTOR (HK) Hub for Food Safety, Meals and Environmental Hygiene Department ii Summary of Hospitality Introduction

A set of program support bundle of travel and food learning and teaching elements is being developed by the Personal, Interpersonal and Humanities Education Part of Curriculum Creation Institute, Education Bureau intended for the rendering of the senior secondary Travel and leisure and Hospitality Studies program in educational institutions. The program support deal is made up of eight guides, and they are designed to expand students’ familiarity with the 8-10 different models of the Travel and Food Studies program.

The content of the manual ” Introduction to Food, should enhance students’ understanding of the dynamic nature with the tourism and hospitality market. In addition , the manual includes activities to deepen students’ understanding that help them to apply theories and concepts. Furthermore, students will be able to develop query, question, inquiry, interrogation, problem-solving and decision-making skills through these kinds of activities. All comments and suggestions related to this programs support package may be provided for: Chief Curriculum Development Official (PSHE) Personal, Social and Humanities Education Curriculum Development Institute

Education Bureau 13/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai Hk April 2009 iii Introduction to Hospitality Stand of Contents 1 Food Industry , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,. 1 1 . one particular Introduction to Hospitality Industry , , , , , , , , , , , , , , , , , , , , , , , ,.. one particular 1 . 1 . 1 1 . 1 . two The Real and Intangible Nature of the Hospitality Industry , , , , , , , ,. 3 1 . 1 . a few 2 The Nature of the Food Industry , , , , , , , , , , , , , , , , , , , , , 1

Relationship between the Hospitality Industry and Tourism , , , , , , , , , , a few Accommodation Sector, , , , , , , , , , , , , , , , , , , , , , , , , , , ,. six 2 . one particular Introduction to the Accommodation Sector, , , , , , , , , , , , , , , , , , , ,.. six 2 . 1 . 1 2 . 2 Category of Lodging Establishment , , , , , , , , , , , , , , ,.. 6 Summary of the Hotel Operations, , , , , , , , , , , , , , , , , , , , , , ,. doze 2 . 2 . 1 Lodge Ownership , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,. 2 2 . 2 . 2 The Capabilities and Departments of a Resort , , , , , , , , , , , , , , , , ,.. 12-15 2 . 2 . 3 Summary of the Rooms Division , , , , , , , , , , , , , , , , , , , , , , 18 2 . 2 . 4 The front Office Businesses , , , , , , , , , , , , , , , , , , , , , , , , , , ,.. 17 2 . installment payments on your 4. 1 Guest Routine , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,.. 18 2 . 2 . 4. 2 Front Business office Department , , , , , , , , , , , , , , , , , , , , , , , , ,. 22 2 .. 4. three or more Types of Hotel Visitor , , , , , , , , , , , , , , , , , , , , , , , , , , , thirty eight 2 . 2 . 4. 4 The Hotel Product , , , , , , , , , , , , , , , , , , , , , ,.. 37 2 . 2 . 5 Housekeeping Operations , , , , , , , , , , , , , , , , , , , , , , , , , ,. 41 2 . installment payments on your 5. you 2 . 2 . 5. a couple of In-room Customer Supplies and Amenities , , , , , , , , , , , , , , , , ,.. 49 2 . 2 . a few. 3 Area Status Codes, , , , , , , , , , , , , , , , , , , , , , , , , , ,.. 50 installment payments on your 2 . your five. 4

Types of Guests Requests , , , , , , , , , , , , , , , , , , , , , , , ,.. 52 2 . 2 . 5. a few 3 Housekeeping Department , , , , , , , , , , , , , , , , , , , , , , , , 41 Security Methods , , , , , , , , , , , , , , , , , , , , , , , , , , ,. fifty-five Food and Beverage Sector , , , , , , , , , , , , , , , , , , , , , , , , ,.. 57 3. 1 Introduction to the foodstuff and Refreshment Sector, , , , , , , , , , , , , , , , , , 57 3. 1 . you Food and Beverage Businesses (Hotel), , , , , , , , , , , , , , , , , , ,.. 7 3. 1 . 2 Category of Meals Service Companies , , , , , , , , , , , , , , , , 78 4 Introduction to Hospitality 3. 1 . 3 three or more. 2 several. 2 . one particular Types of Food and Beverage Solutions , , , , , , , , , , , , , , , , , , ,.. 82 Food and Beverage Support Principles , , , , , , , , , , , , , , , , , , , , ,.. 86 Basic Knowledge of Selections, Food and Beverage Providers and Home Operations, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,. 86 a few. 2 . two

Ambience of an Establishment , , , , , , , , , , , , , , , , , , , , , , , , 98 3. installment payments on your 3 Menu Planning and Design , , , , , , , , , , , , , , , , , , , , , , , , , 110 a few. 3 4 Food Protection and Personal Hygiene, , , , , , , , , , , , , , , , , , , , , , , 117 The Role of Technology inside the Hospitality Industry , , , , , , , , , , ,.. 240 4. 1 The Development of Technology in the Hospitality Industry , , , , , , , , , ,. 240 4. 1 . 1 The value of Employing Up to date Information Technology , , , , , 40 four. 1 . two The Ways Scientific Changes Enhance the Operational Performance of the Food Industry for Customers, Tourists and Staff , , , , , , , , , , ,. 242 5. 1 . 3 The Property Management System (PMS) in Hotels, , , , , , , , , , , ,. 243 Referrals ¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦¦. 246 v Summary of Hospitality 1 Hospitality Market 1 . you Introduction to Hospitality Industry 1 ) 1 . one particular The Nature of the Hospitality Market What is this is of FOOD? There have been several definitions of Hospitality.

Broadly speaking, Hospitality is a act of kindness in welcoming and looking after the basic needs of guests or perhaps strangers, generally in relation to food, drink and accommodation. A up to date explanation of Hospitality identifies the relationship method between an extra and a number. When we speak about the “Hospitality Industry, we could referring to the businesses or organisations which offer food and/or drink and/or accommodation to the people who are away from home. However , this definition of the “Hospitality Industry simply satisfies most situations. Could you think of any circumstances in which the phrase “away from home would not always be accurate?

Resort hotel one particular Introduction to Hospitality ACTIVITY you In groups, consider the hospitality industry in Hong Kong. Discuss the several sectors inside the hospitality industry. (Hint: A sector of hospitality industry can be profit-making or non-profit-making. ) You may also give the names of some companies inside the hospitality sector. One example has been produced in the stand below. Work with the stand to see which in turn group within your class comes up with the most appropriate examples. Hospitality sector in Hk Sector Products/services provided Case Name of company/ enterprise Food and Beverage

Drink and food Fast food McDonald’s ACTIVITY two Look at the stand that the group has just completed and compare the answers with other groups.

You read ‘Purpose of Considering Customer Service Policies’ in category ‘Essay examples’ Have you been to the of the above companies or perhaps organisations? What services would you receive from their website? Were you satisfied with the way you were cared for by the firm or it is staff? Would they know what services you wanted? Did they provide what you wanted quickly and accurately? Was the staff member friendly or rude? Depending on the discussion above, suggest five qualities or traits that a successful staff member in the food industry should certainly possess.

Will you or the group users possess these qualities or perhaps traits? 2 Introduction to Food 1 . 1 ) 2 The Tangible and Intangible Mother nature of the Hospitality Industry In Activity you, we learned about different types of product or service provided by the hospitality market. The physical products of hospitality, elizabeth. g. food and drink in a restaurant or the genuine hotel room, happen to be products which might be sold at a cost to the guests or clients (e. g. the price a guest paid for letting a hotel room, and also the price a buyer paid for purchasing a meal in a restaurant). These are often considered to be the TOUCHABLE aspects of hospitality.

However , each of our experience of the hospitality industry does not only rely on the tangibles. Think about your connection with being a buyer in a restaurant or a guests in a motel. What else, apart from the food in eating places and the facilities in resort rooms, do you think could make your food experience more fun and satisfied? A successful food business will not only depend on its products and services, but also the way they are shipped. The qualities of personnel and the method they offer the service tend to be more important compared to the tangible items in making a hospitality encounter satisfactory or perhaps unsatisfactory.

We call these types of the INTANGIBLE aspects of food. Can you consider any INTANGIBLE aspects of the hospitality sector? 1 . 1 . 3 Romantic relationship between the Food Industry and Tourism As we have seen, the hospitality market includes resorts and restaurants, as well as a number of other types of organisations or institutions that offer food, beverage, shelter and other related solutions. These products and services are offered not only to people away from home, nevertheless also to local guests. A supervisor in the food industry, consequently , must keep at heart the following 3 objectives: 1 ) Making the guests feel welcome personally. Making things help the guests several. Making sure that the operation will continue to present service and meet its budget Apart from local guests, can you imagine any other guests who may require services and products furnished by the food industry? a few Introduction to Hospitality ACTIVITY 3 Now work in pairs and follow the guidance below: Traveler A ” You is surely an 18-year-old pupil from Beijing. You go to Hong Kong the first time with your relation who is as well from Beijing this summer. Because you are a student, you travel on a budget and are about to come to Hong Kong circular trip simply by train.

You want to stay in Hk for five days/4 night times. Tourist M ” You are a businessman from Sweden. Your company is known as a car maker. You arrive to Hk for a global automobile display. You will travel to Hk and stay for two evenings before you fly to Singapore for another business conference. You will live in Singapore for two nights before you go home. In two a few minutes, write down as many as possible from the products and services you will require from your different groups of the travel industry to your trip. Evaluate your answers with those of your partner.

Do you possess different or perhaps similar answers? How lots of the points you jotted straight down are similar to the ones from your partner? Fill out the following desk: A young college student (Tourist A) A business passenger (Tourist B) In Activity 3 all of us learned you will find different kinds of travelers. Regardless of what sort of tourist they can be, they all will need shelter and food and drink ” the basic food services ” at ALL parts of the travel and leisure cycle, not just at the vacation spot. This is why food can be referred to as one of the main dimensions in tourism, along with transport, specialist shops and amusement activities.

In contrast to tourism, food, however , serves both visitor and non-tourist needs. To improve your understanding in the relationship between your hospitality and tourism sector, complete Activity 4. 4 Introduction to Hospitality ACTIVITY four The following diagram shows the relationship between the hospitality and travel industry. Could you think of more services with examples to include in the diagram? Hospitality Sector Tourism Market Hospitality Institutional/ Welfare Wedding caterers e. g. Hospital Wedding caterers Commercial Accommodation Services electronic. g. Accommodations, Guest Properties

Transportation services e. g. Car Rental, Air carriers In Activity 4 we all learned the hospitality sector is a element of a wider group of economic activities named tourism. In addition , not all food businesses are profit-making business. In this Unit, we have learned that you will find two key business industries in the food industry:? Hotel ” To supply accommodation (and usually food and drink) to people who also for whatever reason happen to be away from home? Foodstuff and drink ” To supply food and beverage to local, travelling, transient clients and tourists

These two sectors will be protected in more fine detail in Models 2 and 3 correspondingly. 5 Summary of Hospitality two Accommodation Sector 2 . one particular Introduction to the Accommodation Sector 2 . 1 . 1 Category of Hotel Establishment Guestroom There is no generic rule pertaining to classifying lodging establishments worldwide. One method is to divide accommodation into two main groupings:? Non-commercial Commercial Accommodation Non-commercial Commercial Accommodations Private elizabeth. g. Exclusive Home Non-profit e. g. Shelter Institutional e. g. University Number 1: Accommodation structure six Introduction to Hospitality

The Motel Proprietors Code Chapter 158 provides a clear definition of a hotel: Resort means a great establishment placed out by proprietor because offering sleeping accommodation to any person delivering himself who also appears ready and willing to pay an affordable sum to get the services and facilities presented and who will be in a match state to get received. Since Hotel is a predominant kind of commercial holiday accommodation in Hong Kong, we, therefore , will discuss in depth about how exactly hotels may be classified. Resorts can be labeled by:? Location: e. g. city middle hotels, suburban hotels, airport hotels and highway hotels/motels? Function: elizabeth. g. ommercial hotels and convention resorts? Market segment: e. g. resorts, spas, timeshares/vacation title and casino hotels? Distinctiveness of real estate: e. g. all-suite accommodations, boutique resorts, extended-stay resorts, historic sales and guest house inns? Selling price and staff/room ratio? Size: e. g. under 150 rooms, 151-300 rooms, 301-600 rooms, more than 600 areas? Rating (grading): e. g. one-star to five-star or perhaps one-diamond to five-diamond In 2008, the Mobil Travelling Guide utilized its own rating system to give awards to some hotels in Hong Kong, Macau and Beijing. Below is an research from the next web link: ttp: //stars. mobilinternationalratings. com/stars “Mobil Travel around Guide, right now in its 51st year as one of the oldest and most respected inspection and evaluations system in the world, is pleased to announce its 2009 Four- and Five-Star Winners. Which represents a landmark in the business history, 2009 is the first year that international metropolitan areas have been rated and received Star Prizes, and the those who win from Beijing, Hong Kong, and Macau will be included. In November, Hk and Macau were awarded with the most Mobil Five-Star rated hotels and spas for the given town in the good the company.  7 Summary of Hospitality

ACTIVITY 5 With the aid of the above world wide web link, list the five-star hotels and spas in Hong Kong since awarded by the Mobil Travelling Guide in November 2008. ACTIVITY 6th The Hk Tourism Table (HKTB) has created its own hotel classification program. Look up the data from the PartnerNet website (http://partnernet. hktb. com/pnweb/jsp/comm/index. jsp) and answer the next questions: a) How does HKTB define the hotels in Hong Kong? b) Does HKTB make general public the listing of hotels by category? The following data shows different kinds of lodging used by tourists and their particular characteristics:

Name(s) City centre hotels Qualities These accommodations are located in the heart of any city. The sort may vary significantly from organization, suites, residential, economy, mid-scale to extravagance. Local model: ____________________ Provincial hotels Provincial hotels often be small properties which in turn provide full-service, and locate in suv area. Local example: ____________________ These resorts are designed especially to accommodate atmosphere travellers. They give a mix of features and services. The majority provide guests transport to and from the airport.

Regional example: ____________________ Airport hotels They are created for overnight stays for car travellers, typically with very Highway hotels/Motels basic services. The bedrooms usually have direct access to an open up parking lot. They sometimes are smaller than the majority of hotels. They may be located on the outskirts of villages and metropolitan areas. Local model: ____________________ Conference hotels These hotels can have 2k rooms or maybe more. In addition to accommodation, they provide extensive conference and function space for having conventions. You will discover banquet areas within and around the hotel sophisticated.

Most of them offer an in-house laundry, a business hub, airport shuttle service, and 24-hour place service. They are generally in close proximity to convention centres and also other convention resorts. Local example: ____________________ eight Introduction to Hospitality Commercial They can be located in down-town areas. They have a tendency to be smaller than convention resorts. Meeting and performance space happen to be smaller, and there resorts are fewer banquet areas. Local case: ____________________ Vacation resort hotels These types of hotels are situated in beautiful, sometimes remote settings. Guests travel very long distance to resorts. Generally, they tend to settle longer.

Places typically supply a comprehensive array of recreational features, as well as a selection of food , beverage shops ranging from informal to fine-dining restaurants. Local example: ____________________ Spa accommodations They are positioned in resort-type adjustments or as part of city day spa hotels. They offer accommodations, spa treatments, courses and dishes. Programs offered vary extensively. They may contain relaxation/stress managing, fitness, weight management, grief/life transform and pilates/yoga. Spas have professional personnel that often incorporate dieticians, therapists, masseurs, physical exercise physiologists, and in some cases, physicians.

Regional example: ____________________ Timeshares/ This is certainly a type of shared ownership where a buyer acquisitions the right to use the property for a portion of annually. In many cases, if the Vacation unit is bought, the buyer will get a action. This indicates that ownership the purchaser can use the property each year during the time specified pertaining to the number of years based upon the deed and the buy can be inherited to the buyer’s heirs. Regional example: ____________________ Casino hotels They have wagering operations which are the major income centres. In addition they provide live entertainment.

A multitude of luxury features, hotel companies including great and everyday dining and shopping companies are typically available on site. Regional example: ____________________ All-suite accommodations The visitor rooms during these hotels will be larger than usual hotel rooms, with separate areas for operating, sleeping and relaxing. A full time income area or parlour is normally separated in the bedroom, and some properties provide a kitchen set-up in the bedrooms. The services and solutions can vary extensively. They can be seen in various locations such as city, suburban, or residential. Community example: ____________________ 9 Summary of Hospitality Boutique otels Specialist hotels differentiate themselves from traditional accommodations and hotels by providing personal accommodation and services/facilities. They are sometimes known as “design hotels” or “lifestyle hotels”. The cost varies greatly. They are very different in their “look and feel by traditional hotels properties. They may be more romantic, and, perhaps, more luxurious, and be noticeable as an individual. The amenities vary tremendously depending on the particular hotel’s environment and motif chosen. For example , a store hotel might not offer Wi-Fi Internet, air conditioning, or cable/pay TV if it is focus on comfort and solitude.

Community example: ____________________ Extendedstay hotels/ Serviced Rentals These real estate cater to friends who stay for a long period. They often offer full kitchen facilities, shopping providers, business providers and limited housekeeping services. Local case: ____________________ Ancient conversion resorts These properties have traditional significance. They have been converted into hotels establishments with retention of their historic figure. Local example: ____________________ They normally are family-owned. They can be private homes whose owner Bed and ives upon or near to the premises and rents away rooms to overnight friends. breakfast inns (B) The paid holiday accommodation typically includes breakfast. A well known term is definitely “B (i. e. bed and breakfast provided). The host typically provides friends with assistance regarding guidelines, and data regarding the local area including taking in the sights suggestions. It is usually located in rural areas and villages. Regional example: ____________________ Guest residences Guest properties are similar to b&b inns. They will range from low-budget rooms to luxury apartments. They tend to be like little hotels in bigger cities.

Though the facilities are limited, most areas are air-conditioned with en-suite shower and toilet. Neighborhood example: ____________________ Hostels They are really very cheap holiday accommodation. The sleeping arrangements are usually in dormitory style and there can also be self-catering facilities on web page. Local model: ____________________ They are bedrooms on the ship or train pertaining to passengers. Local example: ____________________ Villas/Chalet They may be self-catering holiday accommodation in a non-public bungalow, generally rented to prestigious or perhaps renowned friends. In many cases, that refers to a s (usually small new with a great overhanging roof in a seaside resort, at the.. beach seen in houses. winter sports and Local case in point: ____________________ beach resorts) Cabin rentals 10 Introduction to Hospitality ACTIVITY 7 Depending on the characteristics of varied types of accommodation in the above list, browse the site and complete a local case. In Activity 7 we learned that a hotel may fall under more than one classification. For example , The Milestone Mandarin Oriental, Hong Kong is actually a luxury metropolis centre and spa hotel. In addition , various kinds of hotel offer different kinds of services and products for their friends and will be run differently to meet their guests’ needs.

A luxury hotel may possibly provide more personalised services and features that may not really appear in a limited-service lodge. Examples include high-speed broadband Internet gain access to, LCD tv sets, DVD/CD home theatre sound systems, 24-hour butler service and in-room dining, and 24-hour concierge and business solutions. 11 Introduction to Hospitality 2 . 2 Introduction to the Lodge Operations Resort swimming pool Lodge fitness center 2 . installment payments on your 1 Hotel Ownership Make sure classify accommodations is by their particular ownership, which may be:? Private Persistent hotel owned or operated by a person/partnership/private company electronic.. Shamrock Hotel? Local group Several resorts owned with a local firm e. g. Harbour Grand Hong Kong, The Kowloon Lodge, Harbour Plaza Hong Kong, Harbor Plaza City, Harbour Plaza North Stage and Harbour Plaza Resort City are typical owned by simply Harbour Plaza Hotels , Resorts? Worldwide group A hotel which can be part of a global chain of hotels at the. g. JW Marriott Motel Hong Kong is usually part of the Marriott International, Incorporation. 12 Summary of Hospitality Hotel management Resorts can be controlled in one of the next ways:? On their own owned and operated

Place be self-employed hotels, with no affiliation, that are being managed by owners from the properties.? Managing contract Supervision contracts happen to be hotel supervision companies which operate houses owned by simply other organizations. In some cases, the hotel owners may set up to run their very own properties by using a management contract with a company that specialises in handling hotels. The reason behind this is the owner may well not: , Have the necessary experience , Aspire to become involved inside the operation in the hotel Benefits for the hotel managing company: , Little or no forward financing or equity involved Manage the property for the contract period such as five, ten or twenty years , Receive a managing fee throughout the contract period? Franchising Several investors choose to use the franchising concept in running the hotel. Franchising in the food industry is a concept that: , Allows interested shareholders to use a industry’s (the franchisor) name and business formatting , Is made up of properties where franchisees accept run the hotel in accordance with the tight guidelines arranged by the franchisor , Allows a company to expand faster by using others’ capital Benefits for the franchisee: Attain from the franchisor the expertise in doing business such as site selection, preparing, pre-opening schooling, operations manuals, information administration, central reservation system, field support, quality control, getting, advertising, marketing, new products and concepts , The franchisee has finish control and responsibility above the daily operation of the home In return, the franchisor gets a becoming a member of fee and an ongoing charge from the franchisee. 13 Summary of Hospitality? Recommendations Referral interactions, e. g. Leading Resorts of the World (LHW), offer to hotels related benefits because franchising, although at a lower cost.

A few hotels want to become a affiliate property. Which means that the property has been operated while an independent lodge in association with a specific chain. These kinds of hotels send guests to 1 another’s properties and share a centralised booking system, one common logo, photo, or marketing slogan. Accommodations pay a basic fee to participate a referral association and additional fees derive from services necessary. As the home has already been bodily developed, the owner may want assistance only with marketing, marketing, management, or reservation recommendation.

In addition , guests may find even more variation among the referral homes as size and appearance requirements are less exacting than those within a franchise agreement. However , just about every hotel is definitely assessed and checked regularly to ensure that this maintains the very best standards. ACTIVITY 8 Express two drawbacks for a franchisee joining a franchise business. ACTIVITY 9 Browse the website and find out two international motel chains that provide management agreement and franchising services for the hotel owners. 14 Summary of Hospitality installment payments on your 2 . 2 The Capabilities and Departments of a Hotel

The everyday operations of a hotel are the key factors determining the success or failure of its assistance. It is necessary to understand the structure of hotels to acquire an overview of how the company fits with each other. General Administrator Resident Manager Rooms Split Engineering Secureness Human Resources Foodstuff , Refreshment Sales , Marketing Accounts Figure 2: Major departments of a five-star hotel Whatever the size of a hotel, the organisational composition will be simply the same. As well as divided into a lot of distinct departments, each accountable for a particular part of work.

The larger the lodge is and the more features it provided, the more specialist the departments become. For instance , the front office and housekeeping department will be under the power over the overseer of bedrooms. The obligations of key executives 1 ) General Administrator The main responsibilities of the general supervisor (GM) include:? Providing command to the supervision team? Choosing the work of all departments? Taking part in the ingredients of hotel policies and strategies? Leading the resort staff in meeting the financial, environmental and community responsibilities Assuming full responsibilities for the general performance from the hotel installment payments on your Resident Supervisor The main required the resident manager include:? Holding a significant responsibility in developing and executing strategies developed by the owner(s), the overall manager and also other members of the management crew? Checking on functions, providing feedback and giving assistance as needed? Completing, looking at and summarizing statistical reports and sharing them with the overall manager? Assuming responsibilities pertaining to the daily operations and management of the hotel your five Introduction to Food Functions of major lodge departments 1 . Engineering The engineering section is responsible for maintaining the physical plant in the hotel including electricity, plumbing related, air conditioning, warming and escalator systems, and then for overseeing all mechanical and technical conditions of the hotel. 2 . Security Security is a crucial concern atlanta divorce attorneys hotel. The safety department is responsible for implementing types of procedures which aim protecting the safety and secureness of hotel guests, site visitors, hotel staff and the resort itself.

Examples include monitoring monitoring equipments, patrolling the motel premises and maintaining security alarm systems. three or more. Human Resources A persons resources (personnel and training) department is responsible for hiring, orientation, training, salary and advantage administration, work relations, worker relations, and staff advancement. 4. Foodstuff and Refreshment The food and beverage (F) department provides food and beverage companies to the resort guests and visitors by using a variety of outlets and facilities/services.

Examples include lounge, bar, cafe, restaurants, banquet service, room service (also called in-room dining) and cake store. 5. Prospective The main functions of the prospective department involve generating new businesses for the hotel, matching advertising, and sales marketing promotions and pr activities taking pictures enhancing the hotel’s graphic. 6. Accounts The accounts department is headed by the financial control who, as a key person in the managing team, can easily guide the motel to an increasing profitability through better control and advantage management.

Additionally , this division is responsible for monitoring all of the economic activities of a hotel. Examples include overseeing accounts receivable, accounts payable, salaries, and cost control devices of the hotel, keeping documents of assets, liabilities and financial purchase of the lodge, preparing the monthly profit-and-loss statement, coordinating with getting department and information technology department, and controlling guests’ inquiries about invoicing. The capabilities of Bedrooms Division will probably be covered in depth in Product 2 . installment payments on your 3. ACTIVITY 10

See the website and discover a five-star hotel in Hong Kong/Macau that has a online video in The english language and Oriental promoting its services and facilities to the guests. of sixteen Introduction to Food 2 . 2 . 3 Introduction to the Bedrooms Division Bedrooms Division Entrance Office Office Housekeeping Section Figure 3: Organisation of the rooms division The main income source for most resorts comes from the rooms division and the foodstuff and drink department. Generally, the rooms division includes two significant departments, front side office and housekeeping, which are involved in the revenue or companies of bedrooms to friends.

The overseer of areas is accountable to the standard manager intended for the successful leadership and smooth procedure of all departments that make up the rooms section. Front table counter 2 . 2 . 5 Front Office Operations The leading office may be the nerve centre or link of a resort. It is the office that makes the first and last impression on the friends, and the place that friends approach for information and service throughout their particular stays. 18 Introduction to Hospitality Front workplace clerk The three main capabilities of the entrance office happen to be as follows: 1 . Selling bedrooms 2 .

Preserving balanced visitor accounts several. Providing solutions and info to guests 2 . installment payments on your 4. 1Guest Cycle The operation with the front workplace department is principally determined by what kind and range of guest orders which take place during the four different phases of the guest cycle since shown in Figure 4 and the following:? Pre-arrival The stage the place that the guest makes room reservation.? Arrival The actual when the guest arrives at the hotel.? Guests The period during which the customer stays inside the hotel.? Departure The point when the guest borrows and leaves the hotel. 8 Introduction to Hospitality Number 4: The guest circuit Complete Activity 11 to improve your understanding of the various types of transactions and services which can occur between your guest plus the hotel during different levels of the customer cycle. nineteen Introduction to Hospitality ACTIVITY 14 Determine at which stage(s) from the guest circuit the following guests transaction or service could occur. a) Fill in the response column beneath with the accurate alphabet (A-D) which indicates the 4 different levels of the visitor cycle. A ” Pre-arrival B ” Arrival C ” Occupancy

D ” Departure The first one has been carried out as an example for yourself. No . Guest Transaction or Service Answer(s) 1 . Reservation A 2 . Mail and information three or more. Transportation four. Telephone call and message five. Check-in and registration 6. Flight affirmation 7. Space assignment 8. Safe pay in 9. Issuing of crucial 10. Suitcase handling eleven. Maintaining visitor account doze. Bill arrangement 13. Giving of lunch break coupon 14. Currency exchange 12-15. Wake-up call 16. Check-out 17. Reserving of movie theater ticket twenty Introduction to Hospitality b) As you complete learning this section , 2 . installment payments on your Front Business office Operations, accomplish this activity again by completing your answers using the visitor cycle presented below. In Activity eleven, we have found that different types of guest transactions and services may occur in the four diverse phases in the guest routine which are getting handled primarily by the entrance office section. The following is going to explain how different parts of the front office department are being prepared to handle these types of guest orders. 21 Introduction to Hospitality 2 . 2 . some. 2 The front Office Division Front Workplace Manager Assistant Front Office

Manager Manager Telephone Providers Manager Reservations Manager The front Desk Manager Guest Associations Telephone Director Reservations Manager Front Table Supervisor Cell phone Operator Bookings Clerk Front Desk Clerk Chief Assistant Baggage Manager Baggage Tenir Executive Floor Manager Senior Airport Representative Executive Floor/Business Centre International airport Representative Door Attendant Parking Parking Attendant/Driver Attendant Figure 5 Front office business chart of a giant hotel Determine 5 shows an company chart to get a front workplace.

This shows the composition and lines of communication which will operate inside the front office. The front workplace department is usually headed by front office manager (FOM) whose key duty is always to enhance customer services by simply constantly producing services to meet guests’ requirements. The FOM performs the subsequent duties:? Monitoring reservation position? Looking over market mix and preparing guests forecasts? Determining rate structures and supervisory implementation of rate policies? Reviewing past night’s occupancy and common room price? Reviewing landings and departures for the day and the next day?

Producing staffing changes needed for landings and take-offs? Reviewing the VIP list, checking VIP rooms, meeting VIPs and entertaining these people 22 Introduction to Hospitality (1) Telephone The phone department is headed by telephone solutions manager. The phone supervisor and telephone agent process all incoming and outgoing calls through the lodge switchboard. Staff in this division generally has good dialect and conversation skills. The members need to:? Provide basic information about the hotel or perhaps local attractions to guests over the cell phone Place worldwide calls, morning calls and wake-up phone calls as necessary by guests? Administer the paging system of the motel, which provides a communication support between particular hotel personnel and management staff whom are not always in their offices? Administer the in-room movie system of the hotel? Stay familiar with what they are called of Extremely important Persons (VIPs) in the lodge? Protect guests privacy by simply not revealing room amount, guest information and credit reporting suspicious person? Communicate weather condition emergency to management, anatomist, security and guests?

Conduct the position of marketing communications centre in the instance of emergency In order to provide better service, some hotels have launched the “one-stop service with all guest requests being carried out through the cell phone department. For instance , if a visitor called in and wanted to place a booking with the restaurant, the line can be transferred by telephone user to the cafe in the past. With the “one stop service, the product operator will take the booking for the guest. This could speed up the booking process and leave the visitor a better impression. 2) Concerns The bookings manager requires charge with this section besides making decisions about whether place reservations/bookings should be accepted when the hotel can be fully booked. That is, to avoid taking space reservations or to allow overbooking of bedrooms. The concerns supervisor will monitor tightly all the space reservations taken and are accountable to the reservations manager when ever abnormal conditions happen. For instance , there is a much larger number of place cancellations than usual. The bookings clerk can:? Handle reservation request and prepare reservation confirmation slipping?

Request friends to confirm or guarantee their room bookings? Keep information of the details of each reservation and the quantity of room reservation taken for each and every night? Give you the front desk with details of room booking due to appear the next day? Prepare VIP email lists? Update customer history data Reservations may possibly originate from different sources:? Direct reservation by means of telephone, send, letter, e-mail or Internet? Reservation network systems such as Leading Accommodations of the World (LHW)? Travel agents? Tour operators? Meeting organizers? Walk-in twenty three Introduction to Hospitality

When a booking request can be accepted, the main points of the room reservation including guest name(s), staying period, room type and price, method of repayment, guest contact information and exceptional requests will probably be recorded on a reservation type, as demonstrated in determine 6, and the computer. Rather practice for hotels to overbook during peak season in order to make sure full guests as some guests are likely not to show up. Overbooking refers to a predicament when the hotel takes more reservations compared to the number of it is rooms to support. Therefore , bookings clerk is going to request friends to guarantee their particular booking during peak time.

For certain reservation, lodge will hold the room for the guest overnight or during the guaranteed period as the guest provides prepaid pertaining to the room with out refund will be given in case the guest would not show up. In comparison, a non-guaranteed reservation ensures that the hotel will hold the area until a stated termination time, normally up to six p. m. on the appearance date then release the area for sale in case the guest would not arrive. twenty four Introduction to Hospitality RESERVATION KIND ________ ____________________ Title ___________________ Surname First Name __________________ Second Term Arrival Day: Departure Date: Flight/Time:

Flight/Time: No . of Persons: Number of Rooms/Room Type: Area Rate: _____________________________________ Corporate Lower price Travel Agent Airline Lower price Discount Politeness Package Discount Transportation Essential: Airport to Hotel Hotel to Airport terminal Round Trip Billing Training: Guest A/C Room in Company All Expenses upon Company Other: __________________ Certain By: Business letter/fax/e-mail Fax Deposit Credit-based card No .: ________________________________ Expiry Date: ____________ Company Name: Telephone/Fax number: Reserved by simply: E-mail Addresses: Confirmation: Yes/No Remarks: Given the green light by: Taken by: Time: Figure six:

Reservation contact form 25 Summary of Hospitality (3) Concierge The concierge consists of a large selection of uniformed staff, including:? Chief Concierge? International airport Representative? New driver? Parking Attendant? Door Worker? Baggage Assurer? Baggage Supervisor The chief concierge is the total in charge of it. He/she normally works by a workplace in the main foyer. The following guests services are provided by the concierge:? Providing information/advice on lodge products/services, entertainment, attractions, taking in the sights tours and native restaurants? Confirming airline paragraphs and purchasing airfare tickets Reserving desks at eating places and tickets to shows? Arranging the hire of hotel limousine and other vehicles service such as a private jet? Handling visitor requests and inquiries, elizabeth. g. buying request and an request concerning the path to a regional bank Airport Representative Obligations include:? Greetings hotel friends at the air-port? Arranging hotel transportation to get guests from the airport to the hotel? Responding to inquiries via guests regarding the different way of transportation obtainable from the air-port to the hotel such as international airport express coach, airport shuttle service and bus?

Taking accommodation bookings? Supporting departing friends at the airport terminal? Liaising with airlines to get special agreements such as wheelchair for friends and the controlling of visitor baggage dropped by the airlines Driver Duties include:? Acquiring guests from the airport terminal? Acting as personal drivers for guest upon request such as choosing guest to his workplace or pertaining to sightseeing travel Parking Worker Duties contain:? Parking vehicles for guests patronising the hotel? Supporting the door attendant in making sure traffic on the main access is clean 26 Introduction to Hospitality Door Attendant Obligations include: Greetings all new landings? Providing door service to guests? Summoning suitcases porter to support arriving friends? Calling cabs and featuring the lodge address card for guests? Paying cab fare for the motel guests who have do not have local currencies? Directing traffic and parking of vehicles at the main access In general, the doorway attendant functions outside the hotel’s entrance. Motel entrance Baggage Porter (Bell Attendant) Tasks include:? Handling guest baggage in and out in the hotel? Escorting check-in friends from the entrance desk for their rooms and introducing features in the room Operating errands for the exec office and hotel friends such as see the post office shopping for stamps/sending packages, doing food shopping and obtaining visa to China to get guests? Providing to guests room newspapers, mail, fernkopie, message and parcel, and so forth? Handling storage space of guests baggage/belongings pertaining to late check-out, next entrance or outsiders to pick up Baggage Supervisor (Bell Captain) Obligations include:? Responding to telephone calls from guests with regards to luggage pick up from room? Assigning suitcases porter to take care of the guest baggage?

Acquiring guest document, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the customer room? Controlling guest asks for for mailpost services such as collecting the nearly all fee of sending a parcel through the guest twenty seven Introduction to Hospitality (4) Front Desk (Reception) The front office is going by the front desk director whose key duty should be to ensure that the hotel accomplishes the highest possible degree of room occupancy and the maximum revenue. Front Desk Supervisor (Reception Supervisor) Duties contain:? Overseeing the graceful running with the front desk? Compiling responsibility roster Handmade important friends (VIPs)? Assigning rooms to guests? Dealing with group landings? Handling visitor requests including room alter and grievances not being able to become handled by subordinates Entrance Desk Clerk (Receptionist) Tasks include:? Greetings the guests? Providing information and advertising hotel establishments and services to guests? Checking in the guest? Retaining guest accounts? Checking out the guest? Administering the safe deposit system of the hotel? Providing money exchange service to guest Registration (Check-in) The purposes of registration are the following: Saving the introduction of customer? Confirming the personal details of customer? Satisfying with legal requirements Stages of registration? Finding your way through guest arrival such as check for arrivals with special asks for? Greeting the guest? Identifying the room charge and assigning room? Helping guest to complete the registration contact form? Checking guest’s method of repayment? Handing above mail, communication, article received before guest arrival and breakfast coupon (if applicable) to guests? Issuing place key to customer? Escorting visitor to the place and introducing room facilities as necessary by specific hotel

Physique 7 shows the sample of a completed registration contact form. During the process of registration, the front desk attendant will ask for to see the guest’s identity card or passport to check if the guest is definitely an alien, for verification purpose. The moment all formalities are completed, the front workplace clerk will certainly issue the area key to the guest. The baggage porter will then take those guest’s suitcase and escort the visitor to the guests room. twenty eight Introduction to Food Guests who have arrive at the hotel with out made a reservation are known as walk-ins. It is common practice for motel staff to obtain from the customer a ubstantial deposit or perhaps credit card imprint before checking out the guest in to the hotel. ACTIVITY 12 Mr Christie, a walk-in visitor, will stay within your hotel for just one night simply and will be fully responsible for most charges sustained. As a front side desk clerk, how would you explain to the guest you have to collect one particular night place rate (HK$2, 000. 00) + 10% service demand + existing government space tax (e. g. 3%) + an additional HK$ you, 000. 00 for lodge signing benefits from him while the deposit for abfertigung? 29 Summary of Hospitality Subscription Form Guest Name: Pleasant to Parkside Hotel

Mr. Brent David Ritchie Number: 8200 River Road Date of Labor and birth: 11 March 77 Nationality: Canadian Passport No .: Talk about: Room 1718 JP089556 Richmond BC Canada V6X 3P8 Tel/Fax No .: E-mail Address: [email, protected] com Vacation spot: Engineer Appearance Date: 12 Sep ’07 Flight/Time: Job: Next CX839/20: 55 Business name: Canada Starting 14 Sep 07 Particular date: CX838/16: thirty-five Flight/Time: Room Type: Luxurious Suite No . of Evenings: 2 Area Rate: $2300 (HKD) No . of Friends: 1/0 Space rate is subject to 10% (Adult/Child) Assistance Charge , 3% Federal government Tax Repayment Method: VISA MASTER GLASS AMEX FUNDS JCB

DINERS OTHERS: ____________________ Guest Personal unsecured: Brent G. Ritchie I realize that the guests signature around the registration type is official for use of the credit card within the file for repayment of my own account for this kind of and foreseeable future stays. Certainly that my liability just for this bill is definitely not waived, and accept be held personally accountable in the event that the indicated person, company, or perhaps other alternative party billed fails to pay part or many of these charges. Express Check Out Assistance: I hereby authorize Parkside Hotel to charge my credit card for a lot of expenses related to my stay. *Express

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