Hospitality

This report is based on environmental competitive advantage for the peninsula Bangkok and is aimed at assisting the company adapted a marketing strategies for online customers. The report would help users to get an in- depth understanding of the hotels operating environment and the country situation for the future growth. Its intended users are the management of the company and employees. THE REPORT The peninsula Bangkok is restaurant operating in Bangkok in the hospitality industry. They have increased their clientele base by aggressive marketing strategies.

They offer a variety of services including accommodation, conference facilities and many others. The main objectives of the company to provide and ensure – (i) Quality foods to our customers. (ii) To capture a bigger market in the area and (iii) a commitment for a broad spectrum of services and foods to our customers. The restaurant’s Mission statement is to deliver competitively priced, food and services to their clientele and always the client is paramount and the focus of restaurant activities.

The hotel has marketing strategy is to hire well-respected advertising consultants to assist them in marketing their services to the customers, in order for us to achieve these objectives. The firm has allocated some funds for marketing activities and for the consultant. The restaurant has many competitors which include: – (i) royal plaza hotel on Scotts Singapore. (ii) Inter continental Singapore. ( iii) The ritz-calton, millennia Singapore. (iv) Pan-pacific Singapore (v) Singapore Shangri-la hotel (vi) Grand Copt Horne waterfront hotel Singapore (vii) Bangkok Marriott resort & spa.

Grand millennium sukhumvit hotel Bangkok. (ix) Four seasons hotel in Bangkok and (x) banyan tree Bangkok. The best performing restaurant is Bangkok Marriott resort & spa, which is based in the country as my client. The company is doing very well as they taken advantages in the increasing of tourist because of the planned Olympics. This restaurant has managed to set up a website and have teamed up with online advertising companies to advertise their services in readiness for the Olympics.

Therefore, their main target market consists of educated and creative men and women, of china, visiting businesspersons and executives without forgetting home country businesspersons. The main concern of the target group is with a conscience regarding environmental responsibility, a high regard for their personal health, and a love of the outdoors. Most of the target group for this hotel lives in suburban bands around the nation’s cities, in apartments and condominiums, and are typically employed in white-collar settings. A secondary target market exists among tourist who is visiting because of the Olympic.

Singapore Shangri-la hotel is not able to take advantage fully of the entrepreneurship that exists in their country. Malaysia is known for her industrious population this helps in generating income and increasing wealth. Where wealth has been created, then we expect spending to be proportionate. From the discussion above Bangkok Marriott resort & spa is better placed to give a challenge to my client and better placed than Singapore Shangri-la hotel of Malaysia. This because Bangkok Marriott resort & spa coupled with the resources and the event to take place in mid this year.

These hotels, Bangkok Marriott, Spa, and Singapore Shangri-la hotel of Malaysia have websites, which are used by visitors to book accommodation services. With increase of home broadband, many travelers will book directly from the comfort of their houses. They have also strategically placed themselves in a position with the airlines and traveling agents to bring in customers who have not yet booked places. The government assists in abroad marketing of tourist attraction areas. Bangkok Marriott who are situated in Bangkok China have advantage over Shangri-la Malaysia because of the expected Olympic to be held in China.

However, they are also using channels of online distribution well through assisting them in booking hotel facilities. They have used airlines, government agencies and Asia rooms. com in marketing their services and booking their facilities. They are members of an online distributor. This gives them an advantage over Shangri-la of Malaysia. The client hotel is also of a member of an online distribution even though Shangri-la Malaysia has also an advantage since the government of Malaysia is assisting their homemade companies succeed.

The use of online distribution channels ha made the hotel have more clients from outside the country who book in advance thus increasing profitability. Activities of the hotel The activities of this hotel are contributing to plan equity for the hotels because the client hotel, which has online distribution, has enabled them to increase profitability, which is inconsistent with the objectives of the entrepreneur of the hotel. This is because online distribution acts in new cash inflows rating to high profitability.

Bangkok Marriott resort and Spa who have entered with a strategic alliances with airlines for purposes of getting incoming clients from abroad, associating themselves with Asia room. com for purposes of getting bookings from outside the world to China. This has helped them to have a need of unique services as compared to their fellow other hotels. This kind of activities and association assists in marketing the company far away from the normal known market of the Chinese market. It goes without saying brand and corporate objectives will be enhanced by these activities.

Shangri-la of Malaysia is using government agencies to market their services to the outside world unlike their counterparts in the Chinese market who have not embraced the broadband in marketing their services. From impeccable sources, the company is engaging Asia rooms. com an online distributor in marketing their services. This also shows how serious they are and willingness to deliver goods and services to the nature world. Brand equity of an organisation is brought about by the company’s activities, which are positive to the society apart from profitability.

Unlike ethics, brand name or equity is brought by the good services offered by the hotel. In this case, in hand, the client hotel has created him a good name by engaging themselves in activities such as the marketing of tourist attraction centers in China being involved in the preparation of the Olympics that will be held in China and a creation of animal zoo for attracting tourists. This kind of an activity cannot be matched with Bangkok Marriott Spa and Shangri-la of Malaysia.

REFERENCES

Business Insights. The Health Food And Drinks Outlook To 2006: Consumer Insight, Market Dynamics & NPD. London: Business Insights Ltd. , January 2003. Chandler A. Jr. (1962), Strategy and Structure: Cambridge: MIT Press, Cravens and Piercy, (2006) Strategic Marketing McGraw Hill, 8 Dymsza A, (1984), “Global Strategic Planning: A model and recent developments”, Journal of International business studies, Vol. 15, No 2, p. 169-183 Faulkner and Campbell (2003), The oxford Handbook of Strategy: A strategy overview and Competitive strategy (ed. ), Vol. 1 Schaik J. L. , (2002); The Task of Marketing Management; J. L. van Schaik (Pity) ltd

Centric strategies Is focusing the mind of employees on customer service and being sensitive to the client needs(observationally. Com). Offering early check in and late checkout upon availably, free lounge service and secure any bad experience before the guest’s check out (PWS. Com). Employees are the concrete assets to the hospitality industry. Specially the customer service agents, they are the most critical asset to the company. It’s important to take care of the employees so they take care of the customer (“Marriott. Com”).

A business must be loyal to its customers in order to receive loyalty in return (disneyinstitutecollateral. Com). Being better than anyone else does not allow for customers to consider alternatives, as they know that they cannot receive what they get elsewhere (brandmarketlngintegratlon. Com). Most of the hotel chains created a profitable loyalty programs to reward their returned guest and to ensure loyalty from members (moll. Com). Brand standard guarantee the customer receiving specific arrive, amenities and experiences starting from reservation all through the guests stay and ending by their check out.

To maintain brand integrity, hotels use their brand standards in order to design a personalized experience that makes each guest feel unique (Marriott. Com). As hotels are spreading into different new location in order to rule the market, they’re challenged to balance between the brand consistency across all their locations and the need to insure some degree of individual character at each location (silages. Mom). Usually guests choose one hotel over another because they have a sense of familiarity and loyalty with the name.

The upcoming years are predicted to be brighter for the hospitality Industry (watermarking. Com). Since travelers are always looking for the best offers, hotels for determine a standard room rate (hospitality-school. Com). Revenue Management has always been able to balance the rates according to the market demand. Hotels are now able to update prices for all future arrival dates to match market demands, hanks to advanced applications (deathlier. Com). More than half of all traveler use online booking.

The hospitality and travel business need to expend their online connectivity to keep up with customers’ needs (tourism-review. Com). Also mobile is exceeding PC as the most common web access devices. To expand their market share, hotels must make sure their websites optimized for tablet and smart phone use. The sales and marketing departments have to create some innovative ways in using the growing social media and the mobile applications (Hospitality. Org). Finally, it is essential to maintain repeat business as well as to obtain a new one.

Insuring excellent Communication with franchiser delivers a same standard, which in turn make loyal customer (liabilities. Com). Customer centric strategy enables the industry to differentiate itself from competitors (centrifugations. Com). Customer service agents are the most critical assets in the business. They ultimately have the biggest impact on the customer experience (Marriott. Com). In order to compete in today market, any business needs to make a balance between the cost and the final price.

The Hotel is situated in the bustling East Cork market town of Middleton, located Just 14 miles (15 minis drive) from Cork City, this luxury 3 star Irish hotel is perfect for accommodation, conference & meetings, weddings, leisure, and for wellness. The hotel boasts extensive Leisure Club facilities and has a Wellness Centre specializing In the Wonky range of spa products. Surrounded by excellent golf courses, Blue Flag beaches and children’s activity centers it is an ideal location for a family break. 0 Located 14 miles from Cork City C] Leisure Club with heated Indoor pool Wellness Centre

CLC Free car parking 0 Close to Golf ; Blue Flag beaches 0 Kids Club They have so many special offer for Easter family , Leisure, Active retired, Bridge or Spa Breaks. Barrow Country House located in Colony, Co Cork, dating from 1639, has been lovingly and extensively restored over the past ten years. It now proudly stands as one of the most stunning wedding venues in Muenster. It sprawls over 35 acres, has 22 individually-designed bedrooms and a large medieval-style banqueting hall that seats 150 guests as well as some traditional self-catering cottages.

This is a private amply run estate with a medieval-style banqueting hall for those special events – weddings, family celebrations, private parties, christenings and meetings. Barrow Country House is a private ; intimate wedding venue in Ireland. This is the ideal wedding venue in Cork for those searching for something different but at affordable prices. The Bride and Groom and their guests are guaranteed complete privacy through exclusive use of the estate for that special day. Barrow House is approved for Civil Ceremonies and Civil Partnerships and can seat 75 people for the ceremony.

They also have a range of holiday homes, spacious and well-equipped self-catering cottages – a unique Irish experience where old and new have been superbly combined. Barrow is not a hotel – it is a family home and a home to children and their pets. They are welcome children. They have 7 donkeys, 2 goats, geese and dogs Barrow is the ideal retreat for any intimate party. Corks only 1 table restaurant where you can watch and converse with the Chef Stuart Bowes while he prepares your 5-course dinner right in front of you as you sit at the chefs table. They also have seasonal cookery courses.

Ballyhoo House, the renowned Irish country house hotel and restaurant owned and run by the Allen family for over 40 years. Nestled in a 400 acre estate in rural East Cork, Ballyhoo House is only 20 miles from the historic city of Cork, and minutes from the breathtaking south coast. The Grain Store is the latest addition to Ballyhoo House. It is a 17th century farmyard building that was sensitively converted into an elegant multi-purpose venue. It is available to be used for conferences, art exhibitions, weddings, concerts, parties, dances, fashion shows, fund raisers and family event.

All rooms are decorated to the highest standard, combining modern comforts with timeless elegance and an eye for detail. Each room has its own name and own distinct character, and all have private bathrooms as standard. They also have a limited number of self catering cottages situated in the farmyard. The hotel facilities include: Heated outdoor pool (summer only); Tennis court; 5 hole golf course; Croquet lawn; Children’s play equipment – sandpit, slide and board games; Bicycles; Craft and Kitchenware Shop; Cafe. Events: Art gallery, Music nights, Wine weekend courses, Cookery demonstrations.

Rooms & Suites Deluxe Rooms Junior Suites Manor State Rooms Grand Suites Presidential Suite Self Catering Accommodations available in both the Golf Lodges and Garden Mews, all offering either two or three bedroom accommodations. Access for All The facilities in the resort are designed to provide full access for all guests including those with physical challenges. Family Accommodation Most rooms and suite categories from Junior Suites upwards can accommodate up two extra beds comfortably in the room. For a family of four, our Two Bed Suites are the ideal family accommodation.

They include two double bedrooms and sitting room and can easily accommodate 2 parents and up to 3 children. Family Days Out Bikes for all the family A picnic on the beach at Bellybutton or Haughty Croquet Set Golf coaching Coastal family walks (available from reception) Pony & Trap rides around the resort Swimming The WI available in the Kids Club Taking Earl & Countess for Walks around the resort As a family hotel, the Systematic Resort provides facilities for safe and fun family swimming. Food and Drink Situated in the Manor House, the Bell Tower Restaurant offers a dining experience you will not forget.

The AAA Rosette restaurant is relaxed and elegant and overlooks the formal Gardens. It offers the very best of modern Irish cuisine always using the very best local and seasonal produce. A selection of vegetarian options and low calorie dishes are available. Breakfast is served daily in the Bell Tower. In the All food is prepared by Head Chef Kevin Burke and his team and they are very proud of the fact that every meal served comes from the one kitchen at the hotel. Sunday Lunch is available at the Bell Tower Restaurant each Sunday from 12:pm to 2:pm. Three course Lunch, в?40 per person

Traditional afternoon tea at Systematic is a firm favorite. Using the finest fresh local produce, for Just в?24. 00 you will be able to enjoy a full afternoon tea, served in lounges, or, if it is fine weather, on the Garden Terrace. If you would prefer not to dine in the main restaurant and Just fancy something a little lighter they are able to offer a variety of alternative all-day dining options. Systematic is recognized as one of East Cork’s finest private dining venues and offers superb banqueting options. Systematic Resort has an exceptional wine cellar with over 300 different wines. Activities

Systematic Resort prides itself on having one of the best venues in Cork for a Company Golf Day,Tournament or Society outing. Bicycles Archery ; Laser Clay Pigeon Shooting Carriage Rides Horse Riding Systematic offers a fishing package from March to September. This package includes; Two nights overnight accommodation, Dinner on one evening in the Bell Tower Restaurant, and your Fishing Day Trip. Spa The Spa at Systematic has a wide range of facilities and services to suit your spa needs. 20 meter Swimming Pool Jacuzzi Aromatherapy Saunas and Steam Rooms Relaxation Rooms Vitality Lounges 9 Treatment Rooms

ESP. Spa Treatments The Beauty Room for Cessna Manicures, Pedicures and Make-Up, Shellac Nails Spa Cafe ; Lounge State of the art Gymnasium including Personal Training Fitness Studio with daily programmer of Exercise and Relaxation Classes (including Aqua Exercise, Palates and Yoga) Plan an Event The perfect venue, Systematic Resort is a beautiful and unique destination resort for: Weddings Executive Retreats Corporate Meetings Event and Activity days Incentive Programmed Group Celebrations and Weekend Parties Private Lunches and Dinners Weddings Nestled in 220 acres of mature landscape, the manor house is indeed the heart of his unique resort, having been restored and extended to offer perfectly styled an 18 hole inland links-style Golf course. From the traditional to the informal, all celebrations are a challenge to ignore the mundane and create the original. Our promise is to host one wedding per day giving you that undivided attention. Systematic Resort can cater for weddings of up to 190 in the Chapel Suite. The Kilt Room is ideal for smaller and more intimate celebrations. It is a traditional wood-paneled room located in the Manor House overlooking the front meadow and swan lake. The Chapel Suite is unlike any other ballroom in Ireland….

With its floor to ceiling windows, giant chandeliers, mood lighting and magnificent drapes, the Suite is a magical setting for your wedding celebration. There has been a hotel on the beach at Groove’s since the early sass and while the world and that little summer hut have changed beyond recognition, some things have thankfully stayed the same – the golden five-mile beach, the view of Bellybutton and the island, the sea sparkling in the morning sun, and the smiling faces at the Groove’s. Accommodation 82 rooms and suites including 15 superior rooms with balcony. Options: Bridal suite Junior suites Standard and Family Rooms Hotel Redundant Lighthouse bar Cave Bar Conferences They are cater for conferences, meetings and team days of all sizes up to 250 participants.

Health club East Cork only dedicated two-lane 25 m lap pool, splash pool, and water Jet massage area 1200 square feet Gym with 40 pieces of the latest Technology equipment Sauna, steam room, hot tub Aerobic studio Professional Staff Groove’s Hotel has special offers for weekends, weekdays, for families or for over ass’s. Abeyance’s Hotel 4 Star Abeyance’s Hotel at Bellybutton a Manor House Hotel nestled classifieds in the dutiful village of Bellybutton, in the south of Ireland. Regarded as one of the finest hotels in East Cork, the Abeyance’s Hotel romantically overlooks miles of spectacular coastline, in the centre of the small unspoiled fishing village of Bellybutton. Caringly restored and family-run this 4 Star East Cork Hotel is dedicated to providing modern luxury with the charm and warmth of bygone days.

Relax in the hotel’s original gardens, embrace the invigorating sea air while viewing a traditional fishing harbor at work. Rooms: Each of our 35 spacious bedrooms including two master suites directly overlook the Chef Curran Sculls and his team are firmly committed to using the freshest, seasonal and local ingredients and products to inspire diners and suppliers alike. Wedding: The Abeyance’s Hotel in East Cork offers something unique with its combination of stunning location and high quality, imaginative food making it the ideal location for a Cork wedding. Overlooking Bellybutton bay, every bedroom has a view of the ocean while gardens meander down to a small rocky cove.

Special offers: 1 Night Bed & Breakfast with an Evening Meal 2 Nights Bed & Breakfast and 1 Evening Meal “Have a bit of both of us” Nights Bed & Breakfast and 2 Evening Meals Twilight Years Retreat 2 nights Midweek Special Twilight Years Retreat 3 nights Midweek Special Have your Gathering with us Health Club: All guests enjoy complimentary use of the newly-opened Health Club at there sister residence, the Groove’s Hotel. Cork Spa ; Health Club facilities include: East Cork’s only dedicated two-lane mom Lap Pool, Splash Pool and Water Jet Massage Area Unique to Cork and Ireland – an Aqua Jogging Ring 1200 square feet Gym with 40 pieces of the latest Technology equipment Top Quality Sauna, Steam Room, Invigorating Outdoor Hot Tub

A spacious Aerobics Studio offering complimentary classes Luxurious, spacious changing rooms and showers with individual, lockable storage lockers Professional, expert staff 2. Can you see any opportunity that might be lacking in your district for hotel services and if so, list them and explain why you believe these are lacking? I was investigated 6 hotels in my area. Reach Customers: Only one of them was 5 stars, so only that Hotel can receive specific customers. My experience is, if someone coming in this area ( postal, or Caleb.. ) they always staying in the Systematic Hotel, because only that hotel can ring the perfect opportunity for these people. I think it would be important to bring more (rich) people to the area. Water Sport, water park: Also missing some water sport, or adventure park from this area.

It would be very important to have a few watermarks here, where the families could spend nice time the Sea, but the Irish weather in not perfect for this kind of holiday. Languages: Languages are very important. We could get more people for holidays, if more people could speak more languages. My experience is, not many people speak languages. Irish hotel businesses could advertise in other countries their accommodation, or vive special offer for them. Irish people are very lucky because they speak English language which is the most popular language in the World. Ireland need more people from other countries, but Irish people need to know these languages. Report briefly on set task number 2. Contact a manager or senior staff at local hotel. Do this in person, by email or phone, and introduce yourself as a student. Enquire about their establishment. Are there structured policies in place? Make notes. I choose Middleton Park Hotel for my project, in Middleton, Co. Cork, Ireland. I spoke with Jason, He is the Manager. The establishment originally was a family home. Later – in 1985 – they started a family run B&B. It was a very beloved hotel, so they had to build more rooms. It was a very big renewal project in 2001 , when they built another 50 rooms, and the Wellness Centre. They are specialized for Weddings, Conferences.

They have rooms, that they can rent out for local businesses for trainings, or meetings. The Wellness Centre is very popular in the local community, because anyone can buy a membership, and the Hotel has a good equipped gym and sauna, swimming pool and different kinds of classes. The Leisure Centre try to retain the privacy, for this reason none can buy daily ticket to the swimming pool or to the gym. The people can use them only with membership. 4. Report briefly on set task number 3 Contact the local tourist bureau, or contact your state’s department. How are hotels advertised and promoted in tourist brochures. Are they rated in terms of facilities, cost, access, etc.? How do they cater for specific clientele?

I went to the local tourist bureau, to find out how the hotels advertised themselves. I found a few free brochures about the local hotels, accommodations, B-s. It also a ewe flyers about different venues, or events. Usually the Hotels bring brochures to the local tourist office. The Hotels paying the cost of the flyers, brochures, and the tourist office give place for the brochures on their shelf – as a possibility to meet with the customers. I also found a book, that is coming out in every year, with different contents, for expel Hotels ; Guesthouses” or Bed & Breakfast in Ireland”. If a Hotel wants to be in the book, they have to pay for it.

Careers in Lodging and Food and Beverage Industries Name School HTM 100 Professor Name February 3, 2013 Careers in Lodging and Food and Beverage Industries The hospitality industry is a very lucrative and rewarding career choice. in this field is not for the faint at heart. A career in this industry requires an individual that is ambitious, self-motivated, and has a charismatic personality. However, the hard work comes with many personal and financial rewards. Hospitality covers all careers that can come underneath the lodging, restaurants, event planning, theme parks, transportation, and tourism.

However, this paper will go in depth explaining the role of general management, growth of employment, and human resource practices that should be used when hiring within the lodging and food and beverage industries. The management careers that are available in the lodging and the food and beverage industries are general manager, director of food and beverage, executive housekeeper, director of security, executive chef and quite a few more. The hospitality industry is a several billion dollar a year business, and having excellent management and support staff is critical to the success of the business.

Management is a very important key factor within the lodging and the food and beverage industries. This is why having an excellent General Manager is so critical to the success of the many organizations that exist within the lodging and food and beverage industry. A General Manager or (GM) has broad, overall responsibility for a business or organization. A General Manager has the power to hire, fire, or promote employees. A manager may be responsible for one functional area, however the General Manager is responsible for all areas.

A General Manager is responsible for higher level planning than a manager. A General Manager is often responsible for the overall strategic planning and direction of the company or organization and leaves the day-to-day management of the various functions to the managers (F. John Reh, 2013). In the lodging industry the General Manager or (GM) is responsible for making sure all facets of the hotel or lodging structure is running properly. They must provide owners with a reasonable return on investment, keep guest satisfied and returning, and keep employees happy.

This may seem easy, but because there are so many interpersonal transactions and because hotels are open every day, all day, the complexities of operating become challenge that the general manager must face and overcome. The GM not only focuses on leading and operating the hotel departments but also on aspects of the infrastructure, from room atmosphere to security (Walker, 2013). If a restaurant is inside of a hotel, then the food and beverage division is overseen by the general manager of the hotel.

In this scenario the person that runs the food and beverage division is referred to as the director of food and beverage. In this case, the director reports to the general manager of the hotel. However, if there is a free standing restaurant, bar, or lounge; there is a general manager who is responsible for the entire operations of that establishment. If the restaurant, bar, or lounge is a freestanding establishment, the owner will sometimes double as the general manager and do the job on their own without hiring someone.

Sometimes owners will hire an individual to fill the job as General Manager, especially if they have invested in a restaurant and do not have any experience in how to run it properly. If the food and beverage establishment is located within a hotel even though the general manager is responsible for all aspects of the hotel, as stated earlier, the GM depends on the director of food and beverages to run this division. The director of food and beverage has many job duties and is responsible for the efficient and effective operation of the following departments: * Kitchen/Catering/Banquet * Restaurants/Room Service/Minibars Lounges/Bars/Stewarding When taking all of the above areas in consideration, it could be stated that it could be harder to oversee the food and beverage division within hotel than in a freestanding restaurant. This is because a freestanding restaurant does not have to oversee room service and minibars that are located in the guest rooms. When reviewing all of the departments that a general manager is responsible for within the lodging and the food and beverage industries, it would make one wonder what is the overall growth rate within this industry. As far as restaurants are concerned, growth is looking strong for this year.

According to the National Restaurant Association, many private sector jobs were added in the fourth quarter of 2012. “Two days after a Commerce Department release that showed real gross domestic product (GDP) contracted for the first time in more than three years, the latest jobs report boosted economic spirits with stronger than expected private sector hiring in the fourth quarter of 2012. Despite the mixed signals, the underlying fundamentals of the economy remain positive, which points toward an improving business environment in 2013 (National Restaurant Association, 2013).

The restaurant industry is not the only one that has a pleasant future. The hotel industry also seems to have a bright and optimistic future. Look at what the Bureau of Labor Statistics had to say. “The vast majority of workers in the hospitality industry — more than eight out of 10 in 2004 — were employed in service and administrative support positions. Employment of hotel, motel and resort desk clerks is expected to grow faster than some other occupations in the industry. Hotels also employ many workers in part-time and seasonal jobs. Hospitality industry fear not!

Despite an unemployment rate that’s higher than the national average, hotel jobs and hospitality jobs are actually on the rise. Projected to grow 17. 7% through 2014, the most popular hotel jobs and hospitality jobs continue to be waiters and waitresses. Oh, and the employment rate for hospitality jobs is at an all-time high as well” (AOL JOBS, 2013). Now that it has been established that the lodging and food and beverage industries have made it through the recession and is a strong and growing industry; what does a general manager do to make sure they are hiring the best possible employees?

Many may think that anyone can work in the hospitality industry, but nothing is further from the truth. The hospitality industry requires an individual that is hard working, flexible, and a warm, confident personality. These are the following attributes a general manager should look for when hiring a potential employee. * Communication – when interviewing look for eye contact and well-formed answers to interview questions. * Multi-Tasking – look for examples from their past work indicate an ability to multi-task by asking two or three pronged questions that relate to slightly different topics. Attitude – look for a candidate that smiles and provides answers to questions that hint at optimism. * Flexibility – look for open-minded candidates who can explain to you why flexibility is important. The above qualities are exactly what an employee needs to possess in order to be an asset to the hiring organization. In conclusion, the lodging and food and beverage industries are very challenging but lucrative industries.

Both industries have made it through the recession and now that people are starting to travel and eat out more it is more imperative than ever that this industry has quality employees to keep their guest happy and the industry moving forward. One of the areas of importance is that organizations in this industry hire general managers that are able to keep their business successful by doing the most important part of hospitality which is keeping their guest happy. It is also imperative that the general managers make the proper hiring choices when filling positions within their organization.

If all facets of the business are met, this can ensure the length and prosperity of the lodging and food and beverage industries. References . AOL JOBS. (2013). Hospitality & hotel jobs outlook. Retrieved from http://jobs. aol. com/hospitality-jobs/ F. John Reh. (2013). General manager. Retrieved from http://management. about. com/od/policiesandprocedures/g/gm1. htm Labor Systems Job Center. (2013). What makes a good hospitality employee? Retrieved from http://blog. laborsystems. com/2010/12/01/what-makes-a-good-hospitality-employe

The relationship between Hospitality and Tourism: Tourism and hospitality go hand in hand, the hospitality industry offer services like accommodation, transportation, food and beverage, recreation and leisure. Tourism is the activity by the tourists where they engage in travelling to destinations where they want to experience recreational and leisure activities and most of the time avails of accommodation, food and beverage. The hospitality industry is the supplier of the services for tourism.

The meaning of hospitality is providing a safe and enjoyable environment for patrons. It also means responsibly serving liquor, to ensure that patrons do not become unduly intoxicated and subsequently a problem for management, staff and the neighborhood.

Hospitality working conditions (Chef): The Hospitality industry is a high pressure environment it entitles you to work long hours on your feet for long periods at a time, allot of chefs find it a highly rewarded career as it gives them the opportunity as it indulges in their passion.

Another point to consider is that many restaurant and institutional kitchens have modern equipment, convenient work areas, and air conditioning, but many kitchens in older and smaller eating places may not as well equipped. Working conditions may depend on the type and quantity of food being prepared and the local laws governing food service operations. Workers usually must withstand the pressure and strain of working in close quarters, standing for hours at a time, lifting heavy pots and kettles, and working near hot ovens and grills. Job hazards may include slips and falls, cuts, and burns, but injuries are seldom serious. 3).

Legislation that affects the Hospitality industry covering these point Liquor Health and Safety Hygiene Gaming Workplace Relations Workers Compensation Consumer Protection Trade Practises Duty of Care Building Regulations Equal Employment Opportunities Anti Discrimination Act

The Hospitality law and legislation covers a wide range of legal issues which include contracts, hotel liability, duty of hotels toward guests, employment laws, antitrust legislation, alcohol licensing and food safety to name a few. Industries such as transportation, hotels, bars, motels and other various leisure establishments and services must comply with all laws set forth by the various governing authorities of this area of practice. The aim of the Liquor Control Act is to control the sale and consumption of alcohol, to reduce the misuse of alcohol and to promote improvements within facilities such as restaurants and hotels which serve alcohol.

The Occupational Health and Safety Act is the overriding legislation that covers all workplaces and describes the general requirements that will ensure a healthy and safe workplace. It is a framework of responsibilities and outlines the duty of care that employers, employees and others have, to promote a safe and healthy work environment.

The Food Hygiene, Health and Safety Act provides food hygiene regulations for people who work in the hospitality industry it reviews the legislation which regulate hygiene, health & safety practices. The Chefs role in the safe preparation and service of food is critical and the law states that a food handler has a legal responsibility to ensure that food is maintained in a hygienic & safe manner.

The Gambling Act: Tourism is one of Australia’s most important industries and together with the hospitality and gaming sectors makes up a significant part of our economy. The industry is facing a raft of challenges from decreased global travel to increased regulation and workplace reform, the objective of this Act is to ensure the State and community as a whole benefit from interactive gambling. This regulation is designed to protect players and the community, ensuring games are fair, people and organisations offering interactive gambling act honestly and harm to individuals is minimised.

Rehabilitation and Compensation Law: The law provides reliable worker’s compensation for employees not only protecting heir business from financial burden, but builds better employee relations, staff retention and improves overall productivity, this law is called the Worker’s Rehabilitation and Compensation and it was developed to make sure that when a worker is injured at work that both the worker and their employer try to get them back to work as soon as possible with minimal cost.

Consumer protection Law: The consumer protection law consists of laws and organizations designed to ensure the rights of consumers as well as fair trade competition and the free flow of truthful information in the marketplace. The laws are designed to prevent businesses that engage in fraud or specified unfair practices from gaining an advantage over competitors and may provide additional protection for the weak and those unable to take care of themselves.

Trade Practises Act: There is an awful lot of legislation that affects the hospitality industry but most of it is in place to protect your rights or your customer’s right the Trade Practices Act is a federal law that deals with almost all parts of the marketplace including unfair market practices, product safety, price monitoring and industry codes of practice. Its aim is to inhibit unethical practices by competitors and to give customers confidence that they are dealing with businesses that adhere to high standards.

Duty of Care: Hospitality establishments need to be safe and healthy environments, whether they are food and beverage restaurants, commercial kitchens, clubs, hotels and accommodation, tourist enterprises or cafes. Employers and employees all have a shared responsibility to promote a safe secure and healthy work environment that minimises risk of harm to any person.

This responsibility is called duty of care. Duty of care is a person’s obligation to prevent workplace accidents, illnesses and injuries. Equal Employment & Discrimination Act: The workforce composition in the hospitality and tourism establishments is definitely vast and diverse, it employs all types of people from all walks of life and nationalities. The Anti-discrimination and Equal Employment Act in the hospitality sector regulates the industry as it’s such a vase multicultural workforce. These acts are in place to set guide lines and rules of conduct and behaviour.

The Anti-discrimination law refers to the law on the right of people to be treated equally. Some countries mandate that in employment, in consumer transactions and in political participation people must be dealt with on an equal basis regardless of sex, age, race, ethnicity, nationality, sexual orientation, gender identity and sometimes religious and political opinions. The Equal Employment Act means equal access to jobs and benefits and services for all employees and prospective employees in the workplace. It aims to ensure fair and equitable outcomes in all areas of employment which relate to recruitment, selection, and access to information, supervision and management.

Job Opportunities in Hostility Industry: The hospitality industry offers career paths that reflect its dynamic, often vibrant nature. There are many opportunities to start at the bottom and work your way up to management there are two main categories in which we divide the provision of services in the hospitality industry, these are back-of-house and front-of house. The ‘front-of house’ type of services is usually referred to as front-line, and that’s where the term ‘front-line staff’ comes from. Some sectors of the industry provide the more traditional vertical career paths, such as the kitchen where it is possible to move from being an apprentice chef up through various positions to head or executive chef.

Many chefs move on to become owner/operators of their own restaurants, or move into management positions in hotels. I’ve listed some different job positions in the industry

• Front office
• Housekeeping
• Food and Beverage
• Finance / Accounts
• Human Resources
• Kitchen/ Food Production
• Gaming
• Security
• Maintenance
• Waiter / Waitress
• Accounts Receivable Clerk
• Maintenance Officer
• Customer Liaison Officer
• Receptionist
• TAB Attendant
• Turndown Attendant
• Apprentice Chef
• Personnel Officer

Environmental Issues that affect the industry: Tourism and Hospitality are environmentally dependent industries. Facilities and infrastructure are not enough by themselves to attract tourists.

Tourism relies on both the natural and cultural environments of host communities as these provide one of the major reasons for visiting an area. A problem emerges: Tourism needs the environment to survive, and in using it so, can impact on it in such a way that the tourism opportunity is destroyed.

Environment Issues of Concern Waste management:

• Recycling of waste, paper, glass Energy Conservation:
• Energy efficient Appliances
• Timers for Heating and Air conditioning
• Room keys for use of Lights

Intercontinental Hotel program Pollution:

• Regular cleaning and maintenance of heating, cooling, laundry and cooking Equipment for efficient pollution-free running
• Correct Disposal of oils and fats Anti Smoking legalisation( although evidence shown not being adhered to)

Water Conservation:

• Shower restrictors
• Laundry water reclaiming units Work Ethics Excellent personal presentation: This means that if there is a uniform, you should make sure it is cleaned and well ironed and always worn neatly. If you do not have a uniform, you should still dress smartly and appropriately for your particular role to ensure you make a good impression and project a positive image of your place of work. Be able to communicate with people: In any hospitality establishment, you will come across people from all walks of life. They may speak different languages or have disabilities or just be impatient or rude.

You should be able to communicate to all people clearly and politely at all times. Handle pressure and respond appropriately to complaints: Hospitality establishments can often be very rushed and busy and you could find yourself under a lot of pressure. This is why it is important that hospitality staff are able to work under pressure while still maintaining a professional attitude.

You will also need to be able to handle complaints. You should listen to customers and handle their complaints accordingly so that they feel they are being looked after and that their business is important to your company. Work as part of a team: Following are some points which highlight what it means to be a good and effective team member.

E XECUTIVE WHITE PA P E R A new study on employee motivation and performance lays the groundwork for creation of the SITE Foundation Motivation Index . MOTIVATION In The Hospitality Industry Introduction About the Research The CANE Model Implications for Employers About the Researchers Where to Get the Study INTRODUCTION E mployee turnover within the U. S. fast-food and hotel industries costs those industries in the neighborhood of $140 billion annually. In more bite-sized terms, it will cost roughly 100% to 200% of an employee’s base salar y to recruit and train a replacement. Although the turnover rate for these ndustries hovers between 78. 3 percent and 95. 4 percent on a national basis, some fast-food restaurants and hotels experience much lower rates, and have significantly greater success retaining employees. Overall, higher levels of motivation and motivated performance translate into a 53 percent reduction in worker turnover. It is generally understood that employment in these industries is often considered to be temporar y, or stop-gap employment, with workers leaving eventually for what they will consider “greener pastures. ” And certainly, different economics are at work depending on the region, the type of establishment, etc.

However, turnover rates also vary within the same economies, the same chains, the same cities, and the same regions. All things being equal, then, what accounts for the differences in turnover rates? And more importantly, what can managers do to reduce turnover at their properties? The Site Foundation is seeking to answer those questions by studying employee motivation and performance in the fast- food and hotel industries. The study – Motivation in the Hospitality Industry – measures key indices of motivated behavior using the widely recognized CANE (Commitment And Necessary Effort) Model of Motivation.

The following describes key findings from research to date and offers methods managers can use to reduce turnover in their fast-food or hotel operations. About The Research Hotel and fast-food employees from twenty-two job sites located in the Orlando, Florida area were surveyed in October Published by: T he SITE Foundation Copyright 2004. All Rights Reser ved. This paper is an edited version of a full report by the same name written by Steven J. Condly, Ph. D. , Educational Studies Dept. , College of Education, University of Central Florida, and Robin DiPietro, Ph. D. , Rosen School of Hospitality Management,

University of Central Florida. EXECUTIVE WHITE PA P E R Employment in these industries is often considered to be temporary, or stop-gap employment, with workers leaving eventually. 2003. All told, 545 responses were received. Mid-scale hotels contributed 14. 9 percent of the responses; fast-food restaurants contributed 85. 1 percent. A follow-up phase conducted in February 2004 surveyed the same job sites. The survey instrument was modeled after the CANE Model (Richard Clark, 1998). The CANE Model helps us to understand the various aspects of why people are motivated to perform a specific task. The CANE Model

The following chart illustrates the dynamics at work in the CANE Model. It is followed by an explanation of the ten predictor variables and questions in which the employee might express the effect of the variable on his or her behavior. (Commitment And Necessary Effort) Perceptions of Capability Self-Efficacy Agency Self-Efficacy 2 Effort Affect x Emotion Mood Task Value x Goal Commitment Importance Interest Utility Choice Persistence IMPLICATIONS FOR EMPLOYERS Simply put, the study demonstrates that certain behaviors have various impacts on turnover in various ways, and these differences suggest strategies employers ight use to reduce turnover. These include: T urnover is less when employees have a high level of value for their work. These employees persist more than colleagues who report low levels of value. Employers can help employees value their work through consistent praise, recognition, and special incentives. T urnover is less at work sites where employees feel supported by the organization. Organizations can increase the level of support their employees feel by listening more, understanding employee issues, and taking action accordingly. Employees who feel better about their jobs persist more, exert more ffort, and are less likely to leave. EXECUTIVE WHITE PA P E R THE CANE MODEL Ten predictor variables identified by the CANE Model guided the investigation of the hospitality industry. These included: self-efficacy, agency, emotion, mood, importance, interest, utility, choice, persistence, and effort. Self-Efficacy The belief that one can organize and execute courses of action to obtain desired goals (Bandura, 1997). Can I Do This? Do I Have What It Takes? Agency The belief that you will be supported in doing a task or allowed to perform the task in accordance with your goals. W ill I Be Permitted To Do This and Be Supported?

Can I Do This Under These Circumstances/Conditions? Emotion Negative emotions produce avoidance behaviors (tardiness, inattentiveness, job abandonment); positive emotions energize (choosing a task, staying longer on a task, etc. ) How Do I Feel About This Task Or Job? Mood Moods bias people’s thoughts, not their actions. How Am I Feeling In General? Importance People tend to commit to tasks when they identify with the task. Is This Task “Me”? Interest People can commit themselves to tasks even when the only thing they get out of it is pleasure from doing the task. Do I Like This? Utility Willingness to perform A to secure B.

Task utility is often the most powerful motivator. If the answer to the question at the right is “nothing,” people are unlikely to commit to the task. What’s In It For Me? Choice Buy-in or the first step. This is that actual goal that people have selected; it differs from intention in that it involves some sort of action or response and not mere thought or words (Kuhl, 1986). Do I Agree With This? Persistence Continued choice in the face of obstacles. When people persist, they generally succeed. Can I Continue To Do This? Effort An energy-based behavior involving actual thinking rather than rote performance.

When people exert effort, they increase the likelihood of succeeding in a task. Is It Worth The Effort? Older employees tend to be more motivated, persistent, exert a greater effort, and are less likely to leave in the face of difficulties. Salaried employees are more motivated than hourly employees. Women are more likely to say their work is more interesting, more important, and more useful; however, turnover for women is higher than men. When employees feel they cannot perform certain tasks, managers should reduce the size of complexity of the task into smaller “chunks. ” This helps the employee to build self-efficacy.

Employees who perceive their work conditions to be unfair and/or unreliable need evidence that the system is there to help them be effective. If negative perceptions are cor rect, management should rectify them. Conclusion: When tasks are being avoided or devalued, a carefully targeted incentive system can solve the problem in both the short- and long-terms. About the Researchers This summary of a SITE study is an edited version of a full report by the same name written by Steven J. Condly, Ph. D. , Educational Studies Dept. , College of Education, University of Central Florida, and Robin DiPietro, Ph. D. Rosen School of Hospitality Management, University of Central Florida. WHERE TO GET THE STUDY For copies, contact The SITE Foundation: Frank J. Katusak, Executive Director 304 Park Avenue South 11th Floor New York, NY 10010 212-590-2518 f. katusak@sitefoundation. org; www. sitefoundation. org 3 WE’VE COME A LONG WAY SINCE THE CARROT Give Sales Force Motivation the Attention it Deserves Improve sales representa- Improve team field force per- tive performance an average of formance by up to 45% with a 22% with a carefully designed, properly structured incentive implemented and monitored program incentive program

Ninety-two percent of sales Q uota-based incentive pro- representatives surveyed indi- grams are proven to yield the cated they achieved their goals greatest results because of incentive programs Your Program Costs Can Be Based on Results and Payable Upon Success Research Shows Why Certain Incentive Programs Work While Others Don’t Get a free summary of the research, “Incentives, Motivation and Workplace Performance: Research & Best Practices,” conducted by the International Society of Performance Improvement, 2002. Contact Frank Katusak at 212-590-2518 or f. katusak@sitefoundation. org. The complete study is available for $50.

Manual on Module II Introduction to Hospitality By Authors Mr Murray Mackenzie School of Hotel & Tourism Management The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Hotel & Tourism Management The Hong Kong Polytechnic University Introduction to Hospitality Copyright © The Government of the Hong Kong Special Administrative Region All rights reserved.

The copyright of this manual belongs to the Government of the Hong Kong Special Administrative Region. Commercial use is strictly prohibited. Offenders will be liable to the legal responsibility. Schools need not apply for permission to copy this manual in whole or in part for non-profit making educational or research purposes. All other uses should gain prior permission in writing from the Government of the Hong Kong Special Administrative Region. Requests should be directed to the: Education Bureau 3/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai, Hong Kong i Introduction to Hospitality Acknowledgements We would like to express our gratitude to the following organizations for giving us the permission to reprint some of the pictures and /or providing us with information for completing the curriculum support package: The Association of National Tourist Office Representatives in Hong Kong, ANTOR (HK) Centre for Food Safety, Food and Environmental Hygiene Department ii Introduction to Hospitality Introduction

A set of curriculum support package of tourism and hospitality learning and teaching materials is being developed by the Personal, Social and Humanities Education Section of Curriculum Development Institute, Education Bureau for the implementation of the senior secondary Tourism and Hospitality Studies curriculum in schools. The curriculum support package is comprised of eight manuals, and they are developed to broaden students’ knowledge of the eight different units of the Tourism and Hospitality Studies curriculum.

The content of this manual – Introduction to Hospitality, should enhance students’ understanding of the dynamic nature of the tourism and hospitality industry. In addition, the manual includes activities to deepen students’ understanding and help them to apply theories and concepts. Furthermore, students should be able to develop enquiry, problem-solving and decision-making skills through these activities. All comments and suggestions related to this curriculum support package may be sent to: Chief Curriculum Development Officer (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 Hong Kong April 2009 iii Introduction to Hospitality Table of Contents 1 Hospitality Industry ………………………………………………………………………………. 1 1. 1 Introduction to Hospitality Industry ……………………………………………………………….. 1 1. 1. 1 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry ……………………. 3 1. 1. 3 2 The Nature of the Hospitality Industry ……………………………………………………… 1

Relationship between the Hospitality Industry and Tourism ………………………… 3 Accommodation Sector…………………………………………………………………………. 6 2. 1 Introduction to the Accommodation Sector…………………………………………………….. 6 2. 1. 1 2. 2 Classification of Accommodation Establishment ……………………………………….. 6 Introduction to the Hotel Operations……………………………………………………………. 12 2. 2. 1 Hotel Ownership …………………………………………………………………………………. 2 2. 2. 2 The Functions and Departments of a Hotel …………………………………………….. 15 2. 2. 3 Introduction to the Rooms Division ………………………………………………………… 17 2. 2. 4 Front Office Operations ……………………………………………………………………….. 17 2. 2. 4. 1 Guest Cycle ………………………………………………………………………………….. 18 2. 2. 4. 2 Front Office Department …………………………………………………………………. 22 2. . 4. 3 Types of Hotel Guest ……………………………………………………………………… 36 2. 2. 4. 4 The Accommodation Product ………………………………………………………….. 37 2. 2. 5 Housekeeping Operations ……………………………………………………………………. 41 2. 2. 5. 1 2. 2. 5. 2 In-room Guest Supplies and Amenities …………………………………………….. 49 2. 2. 5. 3 Room Status Codes……………………………………………………………………….. 50 2. 2. 5. 4

Types of Guest Requests ……………………………………………………………….. 52 2. 2. 5. 5 3 Housekeeping Department ……………………………………………………………… 41 Security Procedures ………………………………………………………………………. 55 Food and Beverage Sector ………………………………………………………………….. 57 3. 1 Introduction to the Food and Beverage Sector……………………………………………… 57 3. 1. 1 Food and Beverage Operations (Hotel)………………………………………………….. 7 3. 1. 2 Classification of Food Service Establishments ………………………………………… 78 iv Introduction to Hospitality 3. 1. 3 3. 2 3. 2. 1 Types of Food and Beverage Services ………………………………………………….. 82 Food and Beverage Service Principles ……………………………………………………….. 86 Basic Knowledge of Menus, Food and Beverage Services and Kitchen Operations…………………………………………………………………………………………. 86 3. 2. 2

Ambience of an Establishment ……………………………………………………………… 98 3. 2. 3 Menu Planning and Design ………………………………………………………………… 110 3. 3 4 Food Safety and Personal Hygiene…………………………………………………………… 117 The Role of Technology in the Hospitality Industry …………………………….. 240 4. 1 The Development of Technology in the Hospitality Industry …………………………. 240 4. 1. 1 The Importance of Employing Up-to-date Information Technology …………… 40 4. 1. 2 The Ways Technological Changes Improve the Operational Efficiency of the Hospitality Industry for Customers, Tourists and Staff ……………………………. 242 4. 1. 3 The Property Management System (PMS) in Hotels………………………………. 243 References ……………………………………………………………………………. 246 v Introduction to Hospitality 1 Hospitality Industry 1. 1 Introduction to Hospitality Industry 1. 1. 1 The Nature of the Hospitality Industry What is the meaning of HOSPITALITY? There have been different definitions of Hospitality.

Broadly speaking, Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink and accommodation. A contemporary explanation of Hospitality refers to the relationship process between a guest and a host. When we talk about the “Hospitality Industry”, we are referring to the companies or organisations which provide food and/or drink and/or accommodation to people who are away from home. However, this definition of the “Hospitality Industry” only satisfies most situations. Can you think of any circumstances where the phrase “away from home” would not be accurate?

Resort hotel 1 Introduction to Hospitality ACTIVITY 1 In groups, consider the hospitality industry in Hong Kong. Discuss the different sectors in 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 in the hospitality industry. One example has been given in the table below. Work on the table to see which group in your class comes up with the most appropriate examples. Hospitality industry in Hong Kong Sector Products/services provided Example Name of company/ organisation Food and Beverage

Food and drink Fast food McDonald’s ACTIVITY 2 Look at the table that your group has just completed and compare the answers with other groups. Have you been to any of the above companies or organisations? What services did you receive from them? Were you satisfied with the way you were treated by the company or its staff? Did they understand what services you wanted? Did they provide what you wanted quickly and accurately? Was the staff member friendly or rude? Based on the discussion above, suggest five qualities or traits that a successful staff member in the hospitality industry should possess.

Do you or your group members possess any of these qualities or traits? 2 Introduction to Hospitality 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry In Activity 1, we learned about different types of products and services provided by the hospitality industry. The physical products of hospitality, e. g. food and drink in a restaurant or the actual hotel room, are products that are sold at a price to the guests or customers (e. g. the price a guest paid for renting a hotel room, or the price a customer paid for buying a meal in a restaurant). These are often regarded as the TANGIBLE aspects of hospitality.

However, our experience of the hospitality industry does not only rely on the tangibles. Think about your experience of being a customer in a restaurant or a guest in a hotel. What else, apart from the food in restaurants and the facilities in hotel rooms, do you think can make your hospitality experience more enjoyable and satisfied? A successful hospitality business does not only count on its products and services, but also how they are delivered. The qualities of staff and the way they deliver the service are often more important than the tangible products in making a hospitality experience satisfactory or unsatisfactory.

We call these the INTANGIBLE aspects of hospitality. Can you think of any INTANGIBLE aspects of the hospitality industry? 1. 1. 3 Relationship between the Hospitality Industry and Tourism As we have seen, the hospitality industry includes hotels and restaurants, as well as many other types of organisations or institutions that offer food, drink, shelter and other related services. These products and services are offered not only to people away from home, but also to local guests. A manager in the hospitality industry, therefore, must keep in mind the following three objectives: 1. Making the guests feel welcome personally . Making things work for the guests 3. Making sure that the operation will continue to provide service and meet its budget Apart from local guests, can you think of any other guests who may need services and products provided by the hospitality industry? 3 Introduction to Hospitality ACTIVITY 3 Now work in pairs and follow the instructions below: Tourist A – You are an 18-year-old student from Beijing. You visit Hong Kong for the first time with your cousin who is also from Beijing this summer. As you are a student, you travel on a budget and are planning to come to Hong Kong round trip by train.

You plan to stay in Hong Kong for 5 days/4 nights. Tourist B – You are a businessman from Sweden. Your company is a car manufacturer. You come to Hong Kong for an international automobile exhibition. You will fly to Hong Kong and stay for two nights before you fly to Singapore for another business meeting. You will stay in Singapore for two nights before going home. In two minutes, write down as many as possible of the products and services you would require from the different sectors of the tourism industry for your trip. Compare your answers with those of your partner.

Do you have different or similar answers? How many of the points you jotted down are similar to those of your partner? Fill in the following table: A young student (Tourist A) A business traveller (Tourist B) In Activity 3 we learned there are different kinds of tourists. Regardless of what type of tourist they are, they all need shelter and food and drink – the basic hospitality services – at ALL points of the tourism cycle, not just at the destination. This is why hospitality can be referred to as one of the principal dimensions in tourism, along with transportation, specialist shops and leisure activities.

Unlike tourism, hospitality, however, serves both tourist and non-tourist needs. To enhance your understanding of the relationship between the hospitality and tourism industry, complete Activity 4. 4 Introduction to Hospitality ACTIVITY 4 The following diagram shows the relationship between the hospitality and tourism industry. Can you think of more services with examples to add to the diagram? Hospitality Industry Tourism Industry Hospitality Institutional/ Welfare Catering e. g. Hospital Catering Commercial Accommodation Services e. g. Hotels, Guest Houses

Transportation services e. g. Car Rental, Airlines In Activity 4 we learned the hospitality industry is a part of a wider group of economic activities called tourism. In addition, not all hospitality businesses are profit-making business. In this Unit, we have learned that there are two main business sectors in the hospitality industry: ? Accommodation – To provide accommodation (and usually food and drink) to people who for whatever reason are away from home ? Food and beverage – To provide food and beverage to local, commuting, transient customers and tourists

These two sectors will be covered in more detail in Units 2 and 3 respectively. 5 Introduction to Hospitality 2 Accommodation Sector 2. 1 Introduction to the Accommodation Sector 2. 1. 1 Classification of Accommodation Establishment Guestroom There is no generic rule for classifying accommodation establishments globally. One method is to divide accommodation into two main groups: ? ? Non-commercial Commercial Accommodation Non-commercial Commercial Hotels Private e. g. Private Home Non-profit e. g. Shelter Institutional e. g. University Figure 1: Accommodation structure 6 Introduction to Hospitality

The Hotel Proprietors Ordinance Chapter 158 provides a clear definition of a hotel: Hotel means an establishment held out by the proprietor as offering sleeping accommodation to any person presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received. As Hotel is the predominant type of commercial accommodation in Hong Kong, we, therefore, will discuss in depth about how hotels can be classified. Hotels can be classified by: ? Location: e. g. city centre hotels, suburban hotels, airport hotels and highway hotels/motels ? Function: e. g. ommercial hotels and convention hotels ? Market segment: e. g. resorts, health spas, timeshares/vacation ownership and casino hotels ? Distinctiveness of property: e. g. all-suite hotels, boutique hotels, extended-stay hotels, historic conversions and bed and breakfast inns ? Price and staff/room ratio ? Size: e. g. under 150 rooms, 151-300 rooms, 301-600 rooms, more than 600 rooms ? Rating (grading) : e. g. one-star to five-star or one-diamond to five-diamond In 2008, the Mobil Travel Guide used its own rating system to give awards to some hotels in Hong Kong, Macau and Beijing. Below is an excerpt from the following web link: ttp://stars. mobilinternationalratings. com/stars “Mobil Travel Guide, now in its 51st year as one of the oldest and most respected inspection and ratings system in the world, is pleased to announce its 2009 Four- and Five-Star Winners. Representing a landmark in the company’s history, 2009 is the first year that international cities have been rated and received Star Awards, and the winners from Beijing, Hong Kong, and Macau are included. In November, Hong Kong and Macau were awarded with the most Mobil Five-Star rated hotels and spas for a given city in the history of the company. ” 7 Introduction to Hospitality

ACTIVITY 5 With the aid of the above web link, list the five-star hotels and spas in Hong Kong as awarded by the Mobil Travel Guide in November 2008. ACTIVITY 6 The Hong Kong Tourism Board (HKTB) has developed its own hotel classification system. Look up the information from the PartnerNet website (http://partnernet. hktb. com/pnweb/jsp/comm/index. jsp) and answer the following questions: a) How does HKTB define the hotels in Hong Kong? b) Does HKTB make public the listing of hotels by category? The following chart shows various types of accommodation used by travellers and their respective characteristics:

Name(s) City centre hotels Characteristics These hotels are located within the heart of a city. The type may vary greatly from business, suites, residential, economy, mid-scale to luxury. Local example: ____________________ Suburban hotels Suburban hotels tend to be smaller properties which usually provide full-service, and locate in suburban area. Local example: ____________________ These hotels are designed especially to accommodate air travellers. They offer a mix of facilities and amenities. The majority offer guests transportation to and from the airport.

Local example: ____________________ Airport hotels They are designed for overnight stays for car travellers, often with very Highway hotels/Motels basic facilities. The rooms usually have direct access to an open parking lot. They are often smaller than most hotels. They are located on the outskirts of towns and cities. Local example: ____________________ Convention hotels These hotels can have 2000 rooms or more. In addition to accommodation, they provide extensive meeting and function space for holding conventions. There are banquet areas within and around the hotel complex.

Most of them provide an in-house laundry, a business centre, airport shuttle service, and 24-hour room service. They are often in close proximity to convention centres and other convention hotels. Local example: ____________________ 8 Introduction to Hospitality Commercial They are located in downtown areas. They tend to be smaller than convention hotels. Meeting and function space are smaller, and there hotels are fewer banquet areas. Local example: ____________________ Resort hotels These hotels are located in picturesque, sometimes remote settings. Guests travel long distance to resorts. Usually, they tend to stay longer.

Resorts typically provide a comprehensive array of recreational amenities, as well as a variety of food & beverage outlets ranging from informal to fine-dining restaurants. Local example: ____________________ Spa hotels They are located in resort-type settings or as part of city spa hotels. They provide accommodations, spa treatments, programs and cuisine. Programs offered vary widely. They may include relaxation/stress management, fitness, weight management, grief/life change and pilates/yoga. Spas have professional staff that often include dieticians, therapists, masseurs, exercise physiologists, and in some cases, physicians.

Local example: ____________________ Timeshares/ This is a type of shared ownership where a buyer purchases the right to use the property for a portion of each year. In many cases, when the Vacation timeshare is purchased, the buyer receives a deed. This indicates that ownership the buyer can use the property each year at the time specified for the number of years based on the deed and the purchase can be handed down to the buyer’s heirs. Local example: ____________________ Casino hotels They have gambling operations which are the major revenue centres. They also provide live entertainment.

A wide variety of luxury amenities, hotel services including fine and casual dining and shopping centres are typically available on site. Local example: ____________________ All-suite hotels The guest rooms in these hotels are larger than normal hotel rooms, with separate areas for working, sleeping and relaxing. A living area or parlour is typically separated from the bedroom, and some properties offer a kitchen set-up in the rooms. The amenities and services can vary widely. They can be found in various locations such as urban, suburban, or residential. Local example: ____________________ 9 Introduction to Hospitality Boutique otels Boutique hotels differentiate themselves from traditional hotels and motels by providing personalized accommodation and services/facilities. They are sometimes known as “design hotels” or “lifestyle hotels”. The price varies greatly. They are very different in their “look and feel” from traditional lodging properties. They are more intimate, and, perhaps, more luxurious, and stand out as an individual. The amenities vary greatly depending on what the hotel’s environment and theme chosen. For example, a boutique hotel may not offer Wi-Fi Internet, air conditioning, or cable/pay TV if it is focus on comfort and solitude.

Local example: ____________________ Extendedstay hotels/ Serviced Apartments These properties cater to guests who stay for an extended period. They usually offer full kitchen facilities, shopping services, business services and limited housekeeping services. Local example: ____________________ Historic conversion hotels These properties have historic significance. They have been converted into lodging establishments with retention of their historic character. Local example: ____________________ They are usually family-owned. They are private homes whose owner Bed and ives on or near the premises and rents out rooms to overnight guests. breakfast inns (B) The paid accommodation typically includes breakfast. A popular term is “B (i. e. bed and breakfast provided). The host often provides guests with assistance regarding directions, and information regarding the local area including sightseeing suggestions. It is usually located in rural areas and villages. Local example: ____________________ Guest houses Guest houses are similar to bed and breakfast inns. They range from low-budget rooms to luxury apartments. They tend to be like small hotels in bigger cities.

Though the facilities are limited, most rooms are air-conditioned with en-suite shower and toilet. Local example: ____________________ Hostels They are very cheap accommodation. The sleeping arrangements are usually in dormitory style and there may also be self-catering facilities on site. Local example: ____________________ They are bedrooms on a ship or train for passengers. Local example: ____________________ Villas/Chalet They are self-catering accommodation in a private bungalow, usually rented to prestigious or renowned guests. In many cases, it refers to a s (usually small cottage with an overhanging roof in a seaside resort, e. . beach found in houses. skiing and Local example: ____________________ beach resorts) Cabins 10 Introduction to Hospitality ACTIVITY 7 Based on the characteristics of various types of accommodation listed above, browse the website and fill in a local example. In Activity 7 we learned that a hotel may fall under more than one classification. For example, The Landmark Mandarin Oriental, Hong Kong is a luxury city centre and spa hotel. In addition, different types of hotel will offer different kinds of products and services for their guests and will be run differently to meet their guests’ needs.

A luxury hotel may provide more personalised services and facilities that may not appear in a limited-service hotel. Examples include high-speed broadband Internet access, LCD televisions, DVD/CD home entertainment sound systems, 24-hour butler service and in-room dining, and 24-hour concierge and business services. 11 Introduction to Hospitality 2. 2 Introduction to the Hotel Operations Hotel swimming pool Hotel fitness centre 2. 2. 1 Hotel Ownership Another way to classify hotels is by their ownership, which can be: ? Private An independent hotel owned by a person/partnership/private company e. . Shamrock Hotel ? Local group Several hotels owned by a local company e. g. Harbour Grand Hong Kong, The Kowloon Hotel, Harbour Plaza Hong Kong, Harbour Plaza Metropolis, Harbour Plaza North Point and Harbour Plaza Resort City are all owned by Harbour Plaza Hotels & Resorts ? International group A hotel which is part of an international chain of hotels e. g. JW Marriott Hotel Hong Kong is part of the Marriott International, Inc. 12 Introduction to Hospitality Hotel management Hotels can be operated in one of the following ways: ? Independently owned and operated

These can be independent hotels, with no affiliation, that are being managed by the owners of the properties. ? Management contract Management contracts are hotel management companies which operate properties owned by other entities. In some cases, the hotel owners may arrange to run their properties through a management contract with a company that specialises in managing hotels. The reason for this is that the owner may not: – Have the necessary expertise – Desire to become involved in the operation of the hotel Benefits for the hotel management company: – Little or no up-front financing or equity involved Manage the property for the contract period such as five, ten or twenty years – Receive a management fee during the contract period ? Franchising Some investors prefer to use the franchising concept in running the hotel. Franchising in the hospitality industry is a concept that: – Allows interested investors to use a company’s (the franchisor) name and business format – Is made up of properties where the franchisees agree to run the hotel in accordance with the strict guidelines set by the franchisor – Allows a company to expand more rapidly by using others’ capital Benefits for the franchisee: Obtain from the franchisor the expertise in doing business such as site selection, planning, pre-opening training, operations manuals, information management, central reservation system, field support, quality control, purchasing, advertising, marketing, new products and concepts – The franchisee has complete control and responsibility over the daily operation of the property In return, the franchisor receives a joining fee and an ongoing fee from the franchisee. 13 Introduction to Hospitality ? Referrals Referral associations, e. g. Leading Hotels of the World (LHW), offer to hotels similar benefits as franchising, but at a lower cost.

Some hotels choose to become a referral property. This means that the property is being operated as an independent hotel in association with a certain chain. These hotels refer guests to one another’s properties and share a centralised reservation system, a common logo, image, or advertising slogan. Hotels pay an initial fee to join a referral association and further fees are based on services required. As the property has already been physically developed, the owner may want assistance only with marketing, advertising, management, or reservation referral.

In addition, guests may find more variation among the referral properties as size and appearance standards are less stringent than those in a franchise agreement. However, every hotel is assessed and checked regularly to ensure that it maintains the highest standards. ACTIVITY 8 State two drawbacks for a franchisee joining a franchise company. ACTIVITY 9 Browse the website and find out two international hotel chains that provide management contract and franchising services to the hotel owners. 14 Introduction to Hospitality 2. 2. 2 The Functions and Departments of a Hotel

The day-to-day operations of a hotel are the key factors determining the success or failure of its service. It is necessary to understand the structure of hotels in order to get an overview of how the organisation fits together. General Manager Resident Manager Rooms Division Engineering Security Human Resources Food & Beverage Sales & Marketing Accounts Figure 2: Major departments of a five-star hotel Regardless of the size of a hotel, the organisational structure will be basically the same. It is usually divided into several distinct departments, each responsible for a particular area of work.

The larger the hotel is and the more facilities it offered, the more specialised the departments become. For example, the front office and housekeeping department are under the control of the director of rooms. The duties of key executives 1. General Manager The main responsibilities of the general manager (GM) include: ? Providing leadership to the management team ? Coordinating the work of all departments ? Participating in the formulation of hotel policies and strategies ? Leading the hotel staff in meeting the financial, environmental and community responsibilities Assuming full responsibilities for the overall performance of the hotel 2. Resident Manager The main responsibilities of the resident manager include: ? Holding a major responsibility in developing and executing plans developed by the owner(s), the general manager and other members of the management team ? Checking on operations, providing feedback and offering assistance when needed ? Completing, reviewing and summarizing statistical reports and sharing them with the general manager ? Assuming responsibilities for the daily operations and management of the hotel 5 Introduction to Hospitality Functions of major hotel departments 1. Engineering The engineering department is responsible for maintaining the physical plant of the hotel such as electricity, plumbing, air conditioning, heating and elevator systems; and for overseeing all mechanical and technical conditions of the hotel. 2. Security Security is an important concern in every hotel. The security department is responsible for implementing procedures which aim at protecting the safety and security of hotel guests, visitors, hotel employees and the hotel itself.

Examples include monitoring surveillance equipments, patrolling the hotel premises and maintaining security alarm systems. 3. Human Resources The human resources (personnel and training) department is responsible for hiring, orientation, training, wages and benefit administration, labour relations, employee relations, and staff development. 4. Food and Beverage The food and beverage (F) department provides food and beverage services to the hotel guests and visitors through a variety of outlets and facilities/services.

Examples include lounge, bar, coffee shop, restaurants, banquet service, room service (also called in-room dining) and cake shop. 5. Sales and Marketing The main functions of the sales and marketing department involve generating new businesses for the hotel, coordinating advertising, as well as sales promotions and public relations activities aiming at enhancing the hotel’s image. 6. Accounts The accounts department is headed by the financial controller who, as a key member of the management team, can guide the hotel to an increasing profitability through better control and asset management.

In addition, this department is responsible for monitoring all of the financial activities of a hotel. Examples include overseeing accounts receivable, accounts payable, payroll, and cost control systems of the hotel; keeping records of assets, liabilities and financial transaction of the hotel; preparing the monthly profit-and-loss statement, coordinating with purchasing department and information technology department, and handling guests’ inquiries about billing. The functions of Rooms Division will be covered in detail in Unit 2. 2. 3. ACTIVITY 10

Browse the website and find a five-star hotel in Hong Kong/Macau that has a video in English and Chinese promoting its services and facilities to the guests. 16 Introduction to Hospitality 2. 2. 3 Introduction to the Rooms Division Rooms Division Front Office Department Housekeeping Department Figure 3: Organisation of the rooms division The main source of income for most hotels comes from the rooms division and the food and beverage department. In general, the rooms division comprises two major departments, the front office and housekeeping, which are involved in the sales or services of rooms to guests.

The director of rooms is responsible to the general manager for the effective leadership and smooth operation of all departments that make up the rooms division. Front desk counter 2. 2. 4 Front Office Operations The front office is the nerve centre or hub of a hotel. It is the department that makes the first and last impression on the guests, and the place that guests approach for information and service throughout their stays. 17 Introduction to Hospitality Front desk clerk The three main functions of the front office are as follows: 1. Selling rooms 2.

Maintaining balanced guest accounts 3. Providing services and information to guests 2. 2. 4. 1Guest Cycle The operation of the front office department is mainly determined by the type and number of guest transactions which take place during the four different phases of the guest cycle as shown in Figure 4 and listed below: ? Pre-arrival The stage where the guest makes room reservation. ? Arrival The point when the guest arrives at the hotel. ? Occupancy The period during which the guest stays in the hotel. ? Departure The point when the guest checks out and leaves the hotel. 8 Introduction to Hospitality Figure 4: The guest cycle Complete Activity 11 to enhance your understanding of the various types of transactions and services which may occur between the guest and the hotel during different phases of the guest cycle. 19 Introduction to Hospitality ACTIVITY 11 Determine at which stage(s) of the guest cycle the following guest transaction or service could occur. a) Fill in the Answer column below with the correct alphabet (A-D) which denotes the four different stages of the guest cycle. A – Pre-arrival B – Arrival C – Occupancy

D – Departure The first one has been done as an example for you. No. Guest Transaction or Service Answer(s) 1. Reservation A 2. Mail and information 3. Transportation 4. Telephone call and message 5. Check-in and registration 6. Flight confirmation 7. Room assignment 8. Safe deposit 9. Issuing of key 10. Baggage handling 11. Maintaining guest account 12. Bill settlement 13. Issuing of breakfast coupon 14. Currency exchange 15. Wake-up call 16. Check-out 17. Booking of theatre ticket 20 Introduction to Hospitality b) When you complete studying this section – 2. 2. Front Office Operations, try this activity again by filling in your answers using the guest cycle provided below. In Activity 11, we have learned that different types of guest transactions and services could occur in the four different phases of the guest cycle which are being handled mainly by the front office department. The following will explain how different sections of the front office department are being organised to handle these guest transactions. 21 Introduction to Hospitality 2. 2. 4. 2 Front Office Department Front Office Manager Assistant Front Office

Manager Assistant Manager Telephone Services Manager Reservations Manager Front Desk Manager Guest Relations Telephone Supervisor Reservations Supervisor Front Desk Supervisor Telephone Operator Reservations Clerk Front Desk Clerk Chief Concierge Baggage Supervisor Baggage Porter Executive Floor Manager Senior Airport Representative Executive Floor/Business Centre Airport Representative Door Attendant Parking Parking Attendant/Driver Attendant Figure 5 Front office organisation chart of a large hotel Figure 5 shows an organizational chart for a front office.

This illustrates the structure and lines of communication which operate within the front office. The front office department is headed by the front office manager (FOM) whose main duty is to enhance guest services by constantly developing services to meet guests’ needs. The FOM performs the following duties: ? Monitoring reservation status ? Looking over market mix and preparing occupancy forecasts ? Determining rate structures and supervising implementation of rate policies ? Reviewing previous night’s occupancy and average room rate ? Reviewing arrivals and departures for the day and the next day ?

Making staffing adjustments needed for arrivals and departures ? Reviewing the VIP list, checking VIP rooms, meeting VIPs and entertaining them 22 Introduction to Hospitality (1) Telephone The telephone department is headed by the telephone services manager. The telephone supervisor and telephone operator process all incoming and outgoing calls through the hotel switchboard. Staff in this department generally possesses good language and communication skills. The members need to: ? Provide general information regarding the hotel or local attractions to guests over the telephone Place international calls, morning calls and wake-up calls as required by guests ? Administer the paging system of the hotel, which provides a communication service between certain hotel staff and management staff who are not always in their offices ? Administer the in-room movie system of the hotel ? Stay familiar with the names of Very Important Persons (VIPs) in the hotel ? Protect guest privacy by not disclosing room number, guest information and reporting suspicious person ? Communicate weather emergency to management, engineering, security and guests ?

Perform the role of communications centre in the event of emergency In order to provide better service, some hotels have introduced the “one-stop service” with all guest requests being carried out through the telephone department. For example, if a guest called in and wanted to place a booking with the coffee shop, the line would be transferred by the telephone operator to the coffee shop in the past. With the “one stop service”, the telephone operator will take the booking for the guest. This can speed up the booking process and leave the guest a better impression. 2) Reservations The reservations manager takes charge of this section and makes decisions on whether room reservations/bookings should be accepted when the hotel is fully booked. That is, to stop taking room reservations or to allow overbooking of rooms. The reservations supervisor will monitor closely all the room reservations taken and report to the reservations manager when abnormal situations happen. For example, there is a larger number of room cancellations than usual. The reservations clerk will: ? Handle reservation request and prepare reservation confirmation slips ?

Request guests to confirm or guarantee their room reservations ? Keep records of the details of each reservation and the number of room reservation taken for each night ? Provide the front desk with details of room reservation due to arrive the next day ? Prepare VIP lists ? Update guest history records Reservations may originate from different sources: ? Direct reservation via telephone, fax, letter, e-mail or Internet ? Reservation network systems such as Leading Hotels of the World (LHW) ? Travel agents ? Tour operators ? Meeting planners ? Walk-in 23 Introduction to Hospitality

When a reservation request is accepted, the details of the room reservation such as guest name(s), staying period, room type and rate, method of payment, guest contact information and special requests will be recorded on a reservation form, as shown in figure 6, and in the computer. It is common practice for hotels to overbook during peak season in order to ensure full occupancy as some guests are likely not to show up. Overbooking refers to a situation when the hotel takes more reservations than the number of its rooms to accommodate. Therefore, reservations clerk will request guests to guarantee their booking during peak season.

For guaranteed reservation, hotel will hold the room for the guest overnight or during the guaranteed period as the guest has prepaid for the room and no refund will be given if the guest does not show up. By contrast, a non-guaranteed reservation means that the hotel will hold the room until a stated cancellation time, normally up to 6 p. m. on the arrival date and then release the room for sale if the guest does not arrive. 24 Introduction to Hospitality RESERVATION FORM ________ ____________________ Title ___________________ Surname First Name __________________ Second Name Arrival Date: Departure Date: Flight/Time:

Flight/Time: No. of Persons: No. of Rooms/Room Type: Room Rate: _____________________________________ Corporate Discount Travel Agent Airline Discount Discount Courtesy Package Discount Transportation Required: Airport to Hotel Hotel to Airport Round Trip Billing Instruction: Guest A/C Room on Company All Expenses on Company Other: __________________ Guaranteed By: Company letter/fax/e-mail Fax Deposit Credit Card No. : ________________________________ Expiry Date: ____________ Company Name: Telephone/Fax no. : Reserved by: E-mail Address: Confirmation: Yes/No Remarks: Approved by: Taken by: Date: Figure 6:

Reservation form 25 Introduction to Hospitality (3) Concierge The concierge comprises of a large group of uniformed staff, including: ? Chief Concierge ? Airport Representative ? Driver ? Parking Attendant ? Door Attendant ? Baggage Porter ? Baggage Supervisor The chief concierge is the overall in charge of this section. He/she normally works at a desk in the main foyer. The following guest services are provided by the concierge: ? Providing information/advice on hotel products/services, entertainment, attractions, sightseeing tours and local restaurants ? Confirming airline passages and purchasing airline tickets Reserving tables at restaurants and tickets to shows ? Arranging the hire of hotel limousine and other transportation service such as a private jet ? Handling guest requests and inquiries, e. g. shopping request and an inquiry concerning the direction to a local bank Airport Representative Duties include: ? Greeting hotel guests at the airport ? Arranging hotel transportation for guests from the airport to the hotel ? Answering inquiries from guests about the different means of transportation available from the airport to the hotel such as airport express train, airport shuttle and bus ?

Taking hotel room bookings ? Assisting departing guests at the airport ? Liaising with airlines for special arrangements such as wheelchair for guests and the handling of guest baggage lost by the airlines Driver Duties include: ? Taking guests to and from the airport ? Acting as personal driver for guest upon request such as taking guest to his office or for sightseeing tour Parking Attendant Duties include: ? Parking cars for guests patronising the hotel ? Assisting the door attendant in ensuring that traffic at the main entrance is smooth 26 Introduction to Hospitality Door Attendant Duties include: Greeting all new arrivals ? Providing door service to guests ? Summoning baggage porter to assist arriving guests ? Calling taxis and providing the hotel address card for guests ? Paying taxi fare on behalf of the hotel guests who do not have local currencies ? Directing traffic and parking of vehicles at the main entrance In general, the door attendant works outside the hotel’s entrance. Hotel entrance Baggage Porter (Bell Attendant) Duties include: ? Handling guest baggage in and out of the hotel ? Escorting check-in guests from the front desk to their rooms and introducing facilities in the room Running errands for the executive office and hotel guests such as going to the post office buying stamps/sending parcels, doing grocery shopping and obtaining visa to China for guests ? Delivering to guest room newspapers, mail, fax, message and parcel, etc ? Handling storage of guest baggage/belongings for late check-out, next arrival or outsiders to pick up Baggage Supervisor (Bell Captain) Duties include: ? Answering telephone calls from guests regarding luggage pick up from room ? Assigning baggage porter to handle the guest baggage ?

Receiving guest article, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the guest room ? Handling guest requests for postal services such as collecting the postage fee of sending a parcel from the guest 27 Introduction to Hospitality (4) Front Desk (Reception) The front desk is headed by the front desk manager whose main duty is to ensure that the hotel achieves the highest possible level of room occupancy and the maximum revenue. Front Desk Supervisor (Reception Supervisor) Duties include: ? Overseeing the smooth running of the front desk ? Compiling duty roster Greeting important guests (VIPs) ? Assigning rooms to guests ? Dealing with group arrivals ? Handling guest requests such as room change and complaints not being able to be handled by subordinates Front Desk Clerk (Receptionist) Duties include: ? Greeting the guest ? Providing information and promoting hotel facilities and services to guests ? Checking in the guest ? Maintaining guest account ? Checking out the guest ? Administering the safe deposit system of the hotel ? Providing foreign currency exchange service to guest Registration (Check-in) The purposes of registration include the following: Recording the arrival of guest ? Confirming the personal details of guest ? Satisfying legal requirements Stages of registration ? Preparing for guest arrival such as check for arrivals with special requests ? Greeting the guest ? Determining the room rate and assigning room ? Assisting guest to complete the registration form ? Checking guest’s method of payment ? Handing over mail, message, article received before guest arrival and breakfast coupon (if applicable) to guest ? Issuing room key to guest ? Escorting guest to the room and introducing room facilities as required by individual hotel

Figure 7 shows the sample of a completed registration form. During the process of registration, the front desk clerk will request to see the guest’s identity card or passport to check if the guest is an alien, for verification purpose. When all formalities are completed, the front desk clerk will issue the room key to the guest. The baggage porter will then take the guest’s baggage and escort the guest to the guest room. 28 Introduction to Hospitality Guests who arrive at the hotel without having made a reservation are known as walk-ins. It is common practice for hotel staff to obtain from the guest a ubstantial deposit or credit card imprint before checking the guest into the hotel. ACTIVITY 12 Mr Christie, a walk-in guest, will stay in your hotel for one night only and will be fully responsible for all charges incurred. As a front desk clerk, how would you explain to the guest that you have to collect one night room rate (HK$2,000. 00) + 10% service charge + prevailing government room tax (e. g. 3%) + an extra HK$ 1,000. 00 for hotel signing privileges from him as the deposit for check-in? 29 Introduction to Hospitality Registration Form Guest Name: Welcome to Parkside Hotel

Mr. Brent David Ritchie Number : 8200 River Road Date of Birth: 11 Oct 77 Nationality: Canadian Passport No. : Address: Room 1718 JP089556 Richmond BC Canada V6X 3P8 Tel/Fax No. : E-mail Address: britchie201@yahoo. com Destination: Engineer Arrival Date: 12 Sep 07 Flight/Time: Occupation: Next CX839/20:55 Company Name: Canada Departure 14 Sep 07 Date: CX838/16:35 Flight/Time: Room Type: Deluxe Suite No. of Nights: 2 Room Rate: $2300 (HKD) No. of Guests: 1/0 Room rate is subject to 10% (Adult/Child) Service Charge & 3% Government Tax Payment Method: VISA MASTER CUP AMEX CASH JCB

DINERS OTHERS: ____________________ Guest Signature: Brent D. Ritchie I understand that the guest signature on the registration form is authorized for use of the credit card on the file for payment of my account for this and future stays. I agree that my liability for this bill is not waived, and agree to be held personally liable in the event that the indicated person, company, or other third party billed fails to pay part or all of these charges. Express Check Out Service: I hereby authorize Parkside Hotel to charge my credit card for all expenses pertaining to my stay. *Express