Health Promotion

Health Promotion Plan for African American Adults at Risk for Coronary Heart Disease Community Nursing: NUR 3634 Abstract Coronary heart disease affects a disproportionate amount of African Americans (CDC, 2010a), yet there are modifiable risk factors that can reduce the risk of this disease. These modifiable risk factors include high blood pressure and high cholesterol.This health promotion plan involves a community-based strategy that targets African Americans by offering primary and secondary prevention measures directly accessible at local community churches in Titusville, FL to decrease the prevalence and incidence of coronary heart disease in the African American community. Health Promotion Plan for African American Adults at Risk for Coronary Heart Disease Part I: Community DiagnosisRisk of complications, including death, of hypertension and hyperlipidemia among African American adults related to poor eating habits, poor primary prevention measures, and poor medication complia nce as evidenced by data that show prevalence of cardiovascular disease among African Americans to be 44. 6 percent for males and 46. 9 percent for females (FDH, 2008), and Healthy People 2010 National Health Objective 12-9, which is to reduce the proportion of adults with high blood pressure (USDHHS, 2000), and National Health Objective 12-14, which is to reduce the proportion of adults with high total blood cholesterol levels (USDHHS, 2000).Part II: Review of Literature What is Coronary Heart Disease and how does blood pressure and cholesterol affect it? According to the CDC (2010b), cardiovascular disease is the leading cause of death for both men and women (34. 3 percent of all deaths), and is estimated to affect over 81 million people in the United States (AHA, 2010). Cardiovascular disease includes several conditions (AHA, 2010): high blood pressure, coronary heart disease, stroke, and heart failure. Coronary heart disease is the most common type of cardiovascular disease and accounts for the majority of these deaths (AHA, 2010).Coronary heart disease, also known as coronary artery disease, refers to a condition in which atherosclerotic plaque collects in the arteries and obstructs the flow of blood to the myocardium (Lewis, Heitkemper, Dirkson, O’Brien, & Bucher, 2007). The plaques consist of deposits of cholesterol and lipids, which progressively decrease the diameter of the blood vessel though which blood flows. The stress of a constantly elevated blood pressure increases the rate of atherosclerotic development (Lewis, Heitkemper, Dirkson, O’Brien, & Bucher, 2007). Coronary heart disease is associated with multiple risk factors, some of which are modifiable (e. . , high cholesterol, high blood pressure, diabetes, smoking, and dietary factors) and other risk factors that are not modifiable (e. g. , age, sex, heredity) (CDC 2010b; Lewis, Heitkemper, Dirkson, O’Brien, & Bucher, 2007). Why is high cholesterol & high blood pressure a p roblem for African American Adults? Data from the CDC (2010a) suggest that although African Americans are less likely to be diagnosed with coronary heart disease, which is due to disparities in health care access and delivery, they are more likely to die from it. In fact, the prevalence of cardiovascular disease among African Americans is 44. percent for males and 46. 9 percent for females (FDH, 2008). Related to this are estimates that African American males and females over the age of 20 are more likely to have hypertension than non-Hispanic whites (CDC, 2010a). Although percentage of African American adults over the age of 20 with high cholesterol is less than non-Hispanic whites, high cholesterol is still a problem for approximately 10 percent of African American females and 13 percent of males (CDC, 2010a). Current Nursing Interventions Primary prevention measures generally consist of patient education, behavioral counseling, and support.Secondary prevention measures involve bl ood pressure screening, blood lipid screening, prescription and reinforcement of medication regimes (Taylor & Wright, 2005), and referrals. Successful and Unsuccessful Interventions Current interventions combined with programs such as the Racial and Ethnic Approaches to Community Health (REACH) 2010, which addresses underserved communities (CDC, 2010c), the BLESS project (Williamson & Kautz, 2009), which promotes health through faith-based activities, and community health advisor programs are interventions that are working (Cornell et al. 2009; Plescia, Herrick, & Chavis, 2008; McKinley et al. , 2009; Williamson & Kautz, 2009). Studies suggest that some interventions alone don’t always achieve the intended outcomes due to disparities in related to access and delivery of health care (Niska & Han, 2009; Ratanawongsa, Fisher, Couper, Van Hoewyk, & Powe, 2010). Part III: Plan Title: Health Promotion Plan for African American Adults at Risk for Coronary Heart Disease in Titusville , FL.Short term goal: Before and after Sunday church services at five, mainly African American churches, volunteer nurses will educate 10 individuals on three causes of high blood pressure and three causes of high cholesterol, and screen those 10 individuals for high blood pressure. Three Measurable, Time Specific Learner Objectives 1. By the end of one, 20-minute teaching session, participants will list three ways to decrease coronary heart disease. 2. By the end of one, 20-minute teaching session, participants will list three health promoting behaviors to reduce high blood pressure. . By the end of one, 20-minute teaching session, participants will list three health promoting behaviors to decrease elevated cholesterol levels. These goals and objectives specifically target African Americans living in Titusville. Short, concise educational sessions will precede and follow church services at five predominantly African American churches in Titusville the first Sunday of each month for a year. A booth, consisting of information in the form of posters and pamphlets for participants to take home, will be set up.The booth will be staffed by two nurse volunteers, who will provide basic information to participants, as well as assess participant’s blood pressures. The objectives will be measured and evaluated orally through question and answer sessions at the end a 20-minute session. These objectives are reasonable and feasible because the time frame suggested is enough to engage the participant without overwhelming them with too much information, yet nurses will be available for questions once a month (for a year) should the need arise. Health promotion What is health promotion and why is it important in our world today? I am sure it seems the answer is not very complicated: but is it as simple as promoting health? According to the World Health Organization (WHO), â€Å"Health promotion is the process of enabling people to increase control over, and to improve, their health† (World, 2013). This is a change from the past in that healthcare providers are encouraging our patients to take control of their own health while guiding and educating them in he right direction.Health has been shown not to Just be free from disease but also encompasses physical, mental, and social well-being (WHO 2013). The whole purpose of promoting individual health is to give the communities the ability to feel they have control over their health plan and help them to stay out of the hospitals, which is what they prefer. This takes cooperation by the patient and the healthcare provider. It is imperative that a nurse stay up to date with a continuous c hanging healthcare pattern, since they have a big role in health promotion.A big part of health promotion is related to nurses educating the communities, especially since nurses are becoming more and more involved in the communities. As time advances, researchers are predicting nurses will move more out of the hospital and into the communities. Now, more than ever, nurses are challenged to improve patient outcomes by assessing and creating education plans that will increase the patient's awareness and understanding of their disease process and management. After very thorough assessments and the need for education is completed, nurses must create plan for implementing a strategy to reach the audience targeted.It states in the article Public Health Nutrition: Focus on Prevention, the three different levels of implementation methods utilized today. The first method is individually focused and promotes health outcomes through educating, changes to a healthy lifestyle, and individual beh aviors. The types of interventions are carried out through one-on-one educational discussions and telephone conversations. The next implementation tier is more community-focused. These interventions put the spotlight on the needs of modification.The last method to be identified in the article include system-focused interventions. These interventions shift the focus from the individual to the facilities that serve individuals and the laws and policies surrounding the facility. For example, improvements in school lunches to make them healthier (University, 2012). If the healthcare providers can use the combination of the three methods listed above with the nursing process it can to improve outcomes of the patients and community in all areas of nursing. Health promotion is split by healthcare into three levels: primary, secondary, and ertiary.Primary prevention's main concept is to prevent the disease from occurring and keeping the public healthy. A couple of examples of how this is ac complished are through education, regular exams, and immunizations. A few years ago the Journal of the American Academy of Nurse Practitioners published an article, Reducing heart disease through the vegetarian diet using primary prevention, and it discusses how if a patient leads a vegan lifestyle this could cut out a lot of the processed foods and help the patient to improve chronic heart conditions.If one is unsure exactly how to ursue a vegetarian diet having a consultation with a dietitian is an additional option. Next on the pyramid of health is secondary prevention. This layer of prevention focuses on after an injury or illness has been diagnosed. The goal is to prevent progression or slow down the disease. Using the example of heart disease above, if providers are teaching regarding secondary prevention it would include termination of smoking, diet and exercise, and keeping a healthy weight and blood pressure (Mosca, i. e. 2010). These goals are more patient specific than pr imary prevention.The last tier includes tertiary prevention which focuses on helping the public prevent a further decline in health while maximizing their quality of life after being diagnosed with a chronic condition. In a recent article, The Effects of Cardiac Tertiary Prevention Program after Coronary Artery Bypass Graft Surgery on Health and Quality of Life, it discusses cardiac rehabilitation as a possibility to fall into the tertiary level. This falls into the category in that it helps restore patient's well-being while decreasing the suffering and complications.This does take even more participation and cooperation of the patient. In conclusion, there are many things healthcare providers can attempt to do in order to educate the public. However, utilizing the three tiers of health promotion (primary, secondary, tertiary) shows a well-organized technique that can break down different levels of health. Every patient falls into at least one category on the continuum, so this is also making it easier for the provider when educating in that they can customize the patient's care plan in a more organized way.This includes tilizing the nursing process, critical thinking, and therapeutic communication allowing nurses to identify where the patient fits into the wellness continuum and helping them reach their highest level of wellbeing. Health promotion What is health promotion and why is it important in our world today? I am sure it seems the answer is not very complicated: but is it as simple as promoting health? According to the World Health Organization (WHO), â€Å"Health promotion is the process of enabling people to increase control over, and to improve, their health† (World, 2013). This is a change from the past in that healthcare providers are encouraging our patients to take control of their own health while guiding and educating them in he right direction.Health has been shown not to Just be free from disease but also encompasses physical, mental, and social well-being (WHO 2013). The whole purpose of promoting individual health is to give the communities the ability to feel they have control over their health plan and help them to stay out of the hospitals, which is what they prefer. This takes cooperation by the patient and the healthcare provider. It is imperative that a nurse stay up to date with a continuous c hanging healthcare pattern, since they have a big role in health promotion.A big part of health promotion is related to nurses educating the communities, especially since nurses are becoming more and more involved in the communities. As time advances, researchers are predicting nurses will move more out of the hospital and into the communities. Now, more than ever, nurses are challenged to improve patient outcomes by assessing and creating education plans that will increase the patient's awareness and understanding of their disease process and management. After very thorough assessments and the need for education is completed, nurses must create plan for implementing a strategy to reach the audience targeted.It states in the article Public Health Nutrition: Focus on Prevention, the three different levels of implementation methods utilized today. The first method is individually focused and promotes health outcomes through educating, changes to a healthy lifestyle, and individual beh aviors. The types of interventions are carried out through one-on-one educational discussions and telephone conversations. The next implementation tier is more community-focused. These interventions put the spotlight on the needs of modification.The last method to be identified in the article include system-focused interventions. These interventions shift the focus from the individual to the facilities that serve individuals and the laws and policies surrounding the facility. For example, improvements in school lunches to make them healthier (University, 2012). If the healthcare providers can use the combination of the three methods listed above with the nursing process it can to improve outcomes of the patients and community in all areas of nursing. Health promotion is split by healthcare into three levels: primary, secondary, and ertiary.Primary prevention's main concept is to prevent the disease from occurring and keeping the public healthy. A couple of examples of how this is ac complished are through education, regular exams, and immunizations. A few years ago the Journal of the American Academy of Nurse Practitioners published an article, Reducing heart disease through the vegetarian diet using primary prevention, and it discusses how if a patient leads a vegan lifestyle this could cut out a lot of the processed foods and help the patient to improve chronic heart conditions.If one is unsure exactly how to ursue a vegetarian diet having a consultation with a dietitian is an additional option. Next on the pyramid of health is secondary prevention. This layer of prevention focuses on after an injury or illness has been diagnosed. The goal is to prevent progression or slow down the disease. Using the example of heart disease above, if providers are teaching regarding secondary prevention it would include termination of smoking, diet and exercise, and keeping a healthy weight and blood pressure (Mosca, i. e. 2010). These goals are more patient specific than pr imary prevention.The last tier includes tertiary prevention which focuses on helping the public prevent a further decline in health while maximizing their quality of life after being diagnosed with a chronic condition. In a recent article, The Effects of Cardiac Tertiary Prevention Program after Coronary Artery Bypass Graft Surgery on Health and Quality of Life, it discusses cardiac rehabilitation as a possibility to fall into the tertiary level. This falls into the category in that it helps restore patient's well-being while decreasing the suffering and complications.This does take even more participation and cooperation of the patient. In conclusion, there are many things healthcare providers can attempt to do in order to educate the public. However, utilizing the three tiers of health promotion (primary, secondary, tertiary) shows a well-organized technique that can break down different levels of health. Every patient falls into at least one category on the continuum, so this is also making it easier for the provider when educating in that they can customize the patient's care plan in a more organized way.This includes tilizing the nursing process, critical thinking, and therapeutic communication allowing nurses to identify where the patient fits into the wellness continuum and helping them reach their highest level of wellbeing.

Enterococcus

Enterococcus By Richard Guilford Enterococcus Enterococcus, or more appropriately enterococci, are a family of bacteria in the division firmicutes (meaning strong skin and referring to the cell wall) and the class bacilli (which refers to its rod like shape). They look just like streptococcus bacteria from physical characteristics alone. In fact, members of the genus Enterococcus were classified as Group D Streptococcus until 1984 when genomic DNA analysis showed that a separate genus classification would be appropriate. Enterococci are part of the normal intestinal flora (good bacteria) of humans and animals but are also important pathogens responsible for serious infections. They are considered gram-positive, meaning they stain dark blue or violet. They also mostly occur in pairs or short chains. Enterococci are facultative anaerobic organisms, meaning they can thrive in both oxygen rich and oxygen poor environments. They do not form spores as many bacteria do, meaning they do not have a reproductive structure that is adapted for dispersal and survival for extended periods of time in unfavorable conditions. Nevertheless, they are tolerant of a wide range of environmental conditions: such as extreme temperature (10-45 °C), pH (4. 5-10. 0) and high sodium chloride concentration. In bodies of water, the acceptable level of contamination is very low, for example in the state of Hawaii, with among the strictest tolerances in the United States, the limit for water off its beaches is 7 colony-forming units per 100 ml of water. Anything above that, the state may post warnings to stay out of the ocean. In 2004, Enterococcus spp. took the place of fecal coliform as the new federal standard for water quality at public beaches. It is believed to provide a higher correlation than fecal coliform with many of the human pathogens often found in city sewage (eww right? ). There are many strains of enterococcus. Important clinical infections caused by Enterococcus include urinary tract infections, bacteremia, bacterial endocarditis, diverticulitis, and meningitis. Sensitive strains of these bacteria can be treated with ampicillin and vancomycin, two well known and often used antibiotics. An important feature of enterococcus is the high level of intrinsic antibiotic resistance, meaning its inherent ability to ithstand some of the more common antibiotics. Some enterococci are intrinsically resistant to beta-lactam-based antibiotics (those include some penicillins and virtually all cephalosporins) as well as many aminoglycosides (an amino-sugar that can sometimes function as an antibiotic). In the last two decades, particularly virulent strains of enterococcus that are resistant to vancomycin (vancomycin-resistant E nterococcus, or VRE) have emerged in nosocomial (infections caught in hospitals while care is being given) infections of hospitalized patients especially in the US. Other developed countries such as the UK have been spared this epidemic, and, in 2005, Singapore managed to halt an epidemic of VRE. VRE may be treated with quinupristin/dalfopristin (a special antibiotic developed to fight VRE) or Synercid with response rates of approximately 70%. Enterococcus avium is a species that is most commonly found in birds. Rarely, it is also a cause of infection in humans, and in such cases, may be vancomycin-reistant. It is referred to as VREA. VREA cases in humans have been successfully treated with linezolid (a synthetic antibiotic). Enterococcus durans and enterococcus faecalis are very similar. They are often mistaken for one another in determining infections. They inhabit the gastrointestinal tracts of humans and other mammals. It is among the main parts of some probiotic food supplements. Like other species in the genus enterococcus, E. faecalis can cause life-threatening infections in humans, especially in the nosocomial environment. The naturally high levels of antibiotic resistance found in E. faecalis contribute to its ability to infect. E. faecalis has been frequently found in root canal-treated teeth in prevalence values ranging from 30% to 90% of the cases. Root canal-treated teeth are about nine times more likely to have E. faecalis than cases of primary infections. Enterococcus faecium is an alpha hemolitic or nonhemolitic, bacterium. It is used as a probiotic in animals. It can be commensal (a harmlessly coexisting organism) in the human intestine, but it may also be pathogenic, causing diseases such as neonatal meningitis. Enterococcal meningitis is also a rare complication of neurosurgery. It often requires treatment with IV or intrathecal (something introduced into or occurring in the space under the arachnoid membrane of the brain or spinal cord) vancomycin, yet it is uncertain whether its use has any impact on outcome. The removal of any neurological devices is an important part of the management of these infections. Enterococcus solitarius and Enterococcus gallinarum are two more species of enterococcus. The genus Enterococcus includes more than 17 species, but only a few cause clinical infections in humans. Infection control programs were created three decades ago to control antibiotic-resistant nosocomial infections, but there has been little evidence of control in most facilities. After long, steady increases of MRSA and VRE infections in hospitals, the Society for Healthcare Epidemiology of America (SHEA) Board of Directors made reducing antibiotic-resistant infections a strategic SHEA goal in January 2000. After 2 more years without improvement, a SHEA task force was appointed to draft an evidence-based guideline on preventing nosocomial transmission of pathogens, focusing on the two considered most out of control: MRSA and VRE. Medline searches were conducted spanning 1966 to 2002. Many interpretations of unpublished studies providing sufficient data were included. Frequent antibiotics in healthcare settings provided a small advantage for resistant strands, but patients with MRSA or VRE usually acquire it through spread. The CDC has long-recommended contact precautions for patients colonized or infected with these pathogens. Most facilities have required this as policy, but have not actively identified infected patients with surveillance cultures (lab tests performed to determine possible abnormalities or infection) and tests, leaving most infected patients undetected and not isolated. Many studies have shown control of endemic (exclusively native to a place) and/or epidemic (everywhere) MRSA and VRE infections using surveillance cultures and contact precautions. Active surveillance cultures are essential to identify the infected to prevent spread of MRSA and VRE infections and make control possible using the CDC’s long-recommended contact precautions. Testing for enterococci can be tricky. Enterococci have been recognized to be of fecal origin since the beginning of this century. The usual ecological home for the Enterococcus species is the intestines of humans and other animals. However, enterococci are ubiquitous (present everywhere) and can be found free-living in soil, on plants, or in dairy products. Enterococcus comprises gram-positive cocci that are catalase (a common enzyme found in nearly all living organisms that are exposed to oxygen, where it functions to catalyze the decomposition of hydrogen peroxide to water and oxygen) negative, usually facultative anaerobic acteria. There is clear evidence of the genotypic (concerning the genetic makeup) identity of Enterococcus, based on molecular studies. Enterococci have also been related to human diseases, becoming established as major nosocomial pathogens. The isolation of strains resistant to many antibiotics has become important in public health concerns. In addition, Enter ococcus and Streptococcus have been proposed as indicators of fecal contamination in water because of their high abundance in feces and their long survival in the environment. Although the ratio of fecal coliforms to fecal streptococci has been ruled out as an indicator, the identi? cation of species associated with a given environment or host might provide additional information about the origin and the source of fecal contamination. The ability of enterococci to grow under particular conditions is widely used in their selective identification. This characteristic allows the detection and enumeration of enterococci with a selective medium (template used to grow bacteria) M-enterococcus agar or KF streptococcus agar, and by using bile-esculin-azide agar (another medium) as a further test for con? mation. Although this approach can distinguish Enterococci from other bacterial species, some may be identi? ed wrongly. The use of these media can hurt either selectivity (choices of bacteria found) or productivity (ability for bacteria to grow). Even though this approach was to identify enterococci species, it is unsuitable for the detection of certain enterococ ci species because they do not grow on these media. In addition, other bacterial species such as Streptococcus are able to grow on the media, presenting results similar to those of Enterococci. Enterococci are diverse and enigmatic. There are many strains and many complications that can arise from them. They are both harmless and deadly, useful and destructive. They can be used to aid digestion, or feared in a hospital setting. They are indeed a medical paradox. With continued study, we hope to learn from and understand these bacteria if not to aid us in our expansion of knowledge, then to rid us of a potentially critical threat in our hospital settings. Gilmore MS, (2002). The Enterococci: Pathogenesis, Molecular Biology, and Antibiotic Resistance. Fisher K, Phillips C (June 2009). â€Å"The ecology, epidemiology and virulence of Enterococcus†. Jin G, Jeng HW, Bradford H, Englande AJ (2004). â€Å"Comparison of E. coli, enterococci, and fecal coliform as indicators for brackish water quality assessment†. Carlene A. Muto, MD, MS; John A. Jernigan, MD, MS; Belinda E. Ostrowsky, MD, MPH; Herve M. Richet, MD; William R. Jarvis, MD; John M. Boyce, MD; Barry M. Farr, MD, MSc (May 2003). â€Å"SHEA Guideline for Preventing Nosocomial Transmission of Multidrug-Resistant Strains of Staphylococcus aureus and Enterococcus†

Purpose of Evaluating Customer Service Policies

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 IntroductionA 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 InstituteEducation 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 †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1 1. 1 Introduction to Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 1 1. 1. 1 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 3 1. 1. 3 2 The Nature of the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 1Relationship between the Hospitality Industry and Tourism †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 3 Accommodation Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 6 2. 1 Introduction to th e Accommodation Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 2. 1. 1 2. 2 Classification of Accommodation Establishment †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 Introduction to the Hotel Operations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 12 2. 2. 1 Hotel Ownership †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2 2. 2. 2 The Functions and Departments of a Hotel †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 15 2. 2. 3 Introduction to the Rooms Divisi on †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 17 2. 2. 4 Front Office Operations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 2. 2. 4. 1 Guest Cycle †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 2. 2. 4. 2 Front Office Department †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 22 2. . 4. 3 Types of Hotel Guest †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 36 2. 2. 4. 4 The Accommodation Product †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 37 2. 2. 5 Housekeeping Operations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 41 2. 2. 5. 1 2. 2. 5. 2 In-room Guest Supplies and Amenities †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 49 2. 2. 5. 3 Room Status Codes†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 50 2. 2. 5. 4Types of Guest Requests †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 52 2. 2. 5. 5 3 Housekeeping Department †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 41 Security Procedures †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 55 Food and Beverage Sector †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 57 3. 1 Introduction to the Food and Beverage Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 57 3. 1. 1 Food and Beverage Operations (Hotel)†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7 3. 1. 2 Classification of Food Service Establishments †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 78 iv Introduction to Hospitality 3. 1. 3 3. 2 3. 2. 1 Types of Food and Beverage Services †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 82 Food and Beverage Service Principles †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 86 Basic Knowledge of Menus, Food and Beverage Services and Kitchen Operations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦. 86 3. 2. 2Ambience of an Establishment †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 98 3. 2. 3 Menu Planning and Design †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 110 3. 3 4 Food Safety and Personal Hygiene†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 117 The Role of Technology in the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 240 4. 1 The Development of Technology in the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 240 4. 1. 1 The Importance of Employing Up-to-date Information Technology †¦Ã¢â‚¬ ¦Ã¢ € ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 40 4. 1. 2 The Ways Technological Changes Improve the Operational Efficiency of the Hospitality Industry for Customers, Tourists and Staff †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 242 4. 1. 3 The Property Management System (PMS) in Hotels†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 243 References †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 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 an d accommodation. A contemporary explanation of Hospitality refers to the relationship process between a guest and a host. When we talk about the â€Å"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 â€Å"Hospitality Industry† only satisfies most situations. Can you think of any circumstances where the phrase â€Å"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. H ospitality industry in Hong Kong Sector Products/services provided Example Name of company/ organisation Food and BeverageFood 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 hos pitality 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 unsatisfac tory.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 â⠂¬â€œ 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 Ser vices e. g. Hotels, Guest HousesTransportation 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 touristsThese 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 HospitalityThe 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 ? Dist inctiveness 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 â€Å"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 HospitalityACTIVITY 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 ho tels 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 r oom 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 â€Å"design hotels† or â€Å"lifestyle hotels†. The price varies greatly. They are very different in their â€Å"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 of fer 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 â€Å"B (i. e. bed and breakfast provided). The host often provides guests with assistance regarding directions, and information regarding the local area including sight seeing 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: ____________________ bea ch 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 operatedThese 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 the ir 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: Obta in 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 referr al 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 HotelThe 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 respo nsibilities 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 proce dures 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 e nhancing 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 10Browse 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 Hospita lity 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.Maintain ing 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 – OccupancyD – 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 gu est 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 OfficeManager 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: ? Prov ide 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 â€Å"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 w ould be transferred by the telephone operator to the coffee shop in the past. With the â€Å"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 HospitalityWhen 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 Comp any 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 ? Arran ging 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, mes sage 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 app licable) to guest ? Issuing room key to guest ? Escorting guest to the room and introducing room facilities as required by individual hotelFigure 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 HotelMr. 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: [email  protected] 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 JCBDINERS 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

Me going throgh the interior castle Essay Example | Topics and Well Written Essays - 1500 words

Me going throgh the interior castle - Essay Example That has helped me understand life in a better manner, and removed my ignorance. Kneeling, I begin to pray and I see her disappear like a wisp of smoke, dissolving in to air. An inner vision gives me a sense that I am praying before a large â€Å"castle formed of a single diamond or a very transparent crystal, and containing many rooms, just as in heaven there are many mansions.† (P.38-39) An understanding dawns on me that my soul is pure dignified, it is where my god would choose to dwell; it is the place where I can find him. To be one with my god I have to eschew the elements of bad in me, and focus on the good in the world, which only the soul could make me recognize. My body only compare to the coarse exterior of a beauty that lies within me. I beseech my lord to give me entry in to the interior of this magnificent castle. I can see a few people hanging out in the courtyards, some thronging around tables filled with food while others encircle what looked like a roulette fable, but the food, despite its inviting aroma, and the jingle of the gold coins that clatter on the roulette table, fail to evoke any sense of interest in me. Sentinels who stand guard also seem to ignore them. I keep praying and the vision of a gate emerges. Crowding on either side are silhouettes of men and women who appear through a misty shroud like pale apparitions. But all of them seem to be unsure whether to enter the gate or not. They look at me, as if sizing me up; questioning the propriety of by being there. I hesitate for a moment, a feeling of confusion foreboding me. Wailing sounds ring inside my ear and my mind conjures up the images of grotesque figures lamenting about their miseries. â€Å"The soulless spirits of sinners†¦Ã¢â‚¬  I whisper. My steps begin to waver as I approached the threshold and I hold my palms together, fingers of each hand pressing hard against the back of the other. The image

Write an analysis of Shakespeare's use of language in Act 1 scene 5 of Essay

Write an analysis of Shakespeare's use of language in Act 1 scene 5 of Twelth Night. You should also comment as appropriate on the relationship between language - Essay Example o-earth characters who appeal to the working classes, side-by-side with complexities of plot which would satisfy the appetites of the aristocrats among the audience† (Geraghty, 2002). To create these complexities that could interest the aristocracy as well as the commoners, Shakespeare’s plays usually contained some form of commentary upon his society and its values within the text and Twelfth Night, or, What You Will is no exception. The play is a romantic comedy, relating the story of a pair of twins washed up separately upon the same shore, each thinking the other is dead, which happen to come individually upon a pair of nobles and romantic foolishness ensues. Through a variety of language styles, diction and word play, Shakespeare manages to convey social position as well as degree of intelligence within his characters in such a way that calls into question the prevailing assumptions and conceptions of his day as can be seen through an analysis of Act 1, Scene 5 of t he play. This scene is neatly divided by the arrivals of two of the characters to Olivia’s house. At the opening of the scene, Feste, the house jester, returns after an unexplained absence and must charm his way back into his mistress’ good graces. In doing so, he makes jokes with the other characters present until the scene is interrupted by the arrival of Viola, disguised as Cesario, delivering a message of love from Duke Orsino for Olivia. The conversation between Olivia and Cesario sparks an immediate and intense interest from Olivia. In both halves of this scene, language variety reveals social class as well as sincerity of intention within the characters portrayed. An example of how variety of language style is used in the first part of this scene can be found as the language style of Feste changes depending upon whom he is speaking with. As he speaks with fellow servant Maria, his responses are quick witticisms based upon sexual innuendo: â€Å"He that is well hanged in this

Film analysis Essay Example | Topics and Well Written Essays - 1750 words - 1

Film analysis - Essay Example s, it has the Old Testament’s ten commandments as its theme, but the history is all modern, based in a housing estate which consists of a set of tower blocks around a bleak garden area. The moral and social themes of the ten commandments are played out in the ordinary lives of ordinary citizens. The films of thee Decalogue are filled with atmospheric shots of the interiors of individual flats, and of bleak cityscapes in which the humans are dwarfed by multi-story buildings. A Western European or American audience is immediately struck by the relatively primitive furnishings of the living arrangements and the worn-down and worried population who live there. Characters are presented with all their faults on show, and there is a deliberate focus on illness and physical imperfections. Clothing is grubby, hands are arthritic and disfigured, as if to emphasize the harshness of the human condition. Minutes can go by, with nothing much happening, no dialogue, and just a series of domestic interiors being captured frame by frame. The characters reveal their natures in simple actions like walking down an empty road or drinking tea in a neighbour’s kitchen. If ever there was a film series to exemplify Durkheim’s theories of social conditioning, then this is it. The films are not pretty, in the sense that Hollywood films are, but what makes the films interesting, is to see the way that these downtrodden human beings exercise their free will to interact with others and resolve moral conflicts in a way that transcends their drab surroundings. While the communist day to reality insists on a purely materialist perspective, without any divine intervention, or any hope of heaven or fear of hell, the people who feature in these films, for example the doctor in Decalogue 2, find themselves in situations where a purely rational process does not bring any clarity to moral dilemmas. The doctor is asked by Dorota to make a decision which rightly belongs to God: a decision on the

Source Analysis paper Essay Example | Topics and Well Written Essays - 1000 words

Source Analysis paper - Essay Example The Declaration of Independence changed the ideas about natural rights. As John Locke says that, â€Å"The natural Liberty of man is to be free from any superior power on Earth and not to be under the will of Legislative authority of man but to have only the law of nature for his rule† (Fiege 84). The Declaration pointed towards the fact that all men are born with certain rights and it is the responsibility of the state that it must protect these rights in order to harvest harmony within the society. If the government ever tries to violate the natural rights of people by taking their property then they have all the right to fight back against such government and form a new one. The American Revolution was considered to be an anti-tax movement as the citizens had the right to control their own property. The American Revolution was a source of reinforcement of slavery in several ways. The declaration of independence talked about the liberty and independence and therefore it chal lenged the long traditions of slavery and declared it as human inequality. The revolutionary era marked important changes in this institution of slavery and declared it a violation of the human rights. ... In the state of North of Delaware the decline trend of slavery was most prominent, where the anti-slavery laws were passed soon after the world war. However these laws were not being implemented on fast track. Many of these laws gave the order of releasing the children of slaves at the age of 25. In Southern America several movements took place that demanded to free the slaves. In the American areas where the production of Tobacco has ceased, the population of free black people began to grow. In the early 18th century, one third of the black population in Maryland was freed. In the powerful American states such as Virginia the black population also started growing in number. This black population then created several institutions for themselves for the purposes of protecting the rights of their own community. They called themselves Africans for showing their pride and practicing their human rights. The growing distance of the Colonies from their homeland was another challenge after t he American Revolution. However these colonies later on started accepting the American laws and owned land that made them feel like home. The more land the colonist occupied the more economical liberty they gained and this weakened their dependencies on other colonies for help. The nature of the Colonist was exactly explained by James Otis when he said, â€Å"The Colonists are by the law of nature free born, as indeed all men are, white or black† (Fiege 85). It was in 17th century that the colonial identity first moderated and then sharpened. In the middle of 17th century the colonists’ population began to grow and their wealth started multiplying

A Strategy for Success of Proctor & Gamble Assignment

A Strategy for Success of Proctor & Gamble - Assignment Example They are also informed of the parameters of the problem to be solved in order to solve it appropriately. Engaging the teams in the prior activities is vital for the entire process, as it ensures that teams are handling a problem they fully understand (Hayes 36). On the contrary, the more time the team spends on the Clay Street, the more the cost to the company. Â  The key objective of the teams that visit Clay Street is to find solutions to problems facing companies. Generation of innovative products is vital for every company that seeks market advantage. P & G have realized this potential, and send teams to Clay Street develop ideas that will ensure they remain top on the market. The time the team takes at Clay Street determines the relevance of processes the team is involved. Enough time is required to ensure that the desired results for all processes are met (Hayes 24). Â  It is clear that selecting a competitive team and sending it to a separate location to ponder over a certain problem must produce positive results. It is advisable for all companies to be sending out teams to meditate upon their products in the market and the way they can improve. Facilitators would be equally important because they help the teams familiarize with the parameters of the problem (Hayes 32). The type of training with periodical training on the market trends is preferable.

Parliamentary System VS Presidential System Essay

Parliamentary System VS Presidential System - Essay Example This research will begin with the statement that democratic governments are those that permit the nation's citizens to manage their government either directly or through elected representatives. This is opposed to authoritarian governments that limit or prohibit the direct participation of its citizens. Different types of political systems prevailing in the current world. Broadly speaking, based on the nature of functioning the entire political systems in the world can be classified into tow; democratic systems and totalitarian systems. Communism in China and some of the autocratic Islamic administrations in countries like Saudi Arabia, Kuwait, UAE etc are examples of totalitarian administrations. On the other hand, in countries like America, Canada, UK, India etc; democratic administrations are functioning even though these administrations differ somewhat in its core areas of functioning. Since the fall of Soviet Union and the subsequent fall of communist regimes in Easter Europe, d emocracy is gaining prominence in world politics. Parliamentary system and presidential system are the two major categories under the democratic political system. Judiciary, Parliament and Executive are the three major pillars upon which a democratic political system works. The nature of functioning of these three pillars would be different in parliamentary and presidential political systems. Canada, India, etc are some of the countries in which parliamentary democracy prevails whereas in America presidential system of democracy is in operation.... There are many other differences between parliamentary system and presidential system. Canada, India, etc are some of the countries in which parliamentary democracy prevails whereas in America presidential system of democracy is in operation. This paper compares the parliamentary system and presidential system taking Canada and America as examples. Differences between parliamentary system and presidential system In a parliamentary system, government cannot function against the will of parliament. Both the prime minister and his cabinet are accountable to parliament. They cannot function independently or without seeking the opinion of the parliament, while taking decisions and formulating policies. All the governmental policies should be presented and discussed in the parliament comprehensively before the implementation stage. Governments in parliamentary system cannot implement any policies without the approval of the parliament. In most of the cases, parliament approves all the bill s presented since the ruling government have majority in the parliament. In short, prime minister and his/her cabinet are accountable to the parliament in parliamentary democracy. On the other hand in countries like America where presidential system prevails, president enjoys slightly more power over the parliament or congress. American president has the authority to veto any of the decisions taken by the Congress, even though in most of the cases, the president functions in line with the decisions taken by the Congress. Since countries like Canada, Australia, New Zealand etc were British colonies earlier; the governments in these countries are functioning slightly differently even though

Proper Management, The Managerial Process Essay

Proper Management, The Managerial Process - Essay Example The major objective of this project is focused on extension of the life of the terminals through replacement of infrastructure to make it more efficient to park, to enable passengers check through security and locate their luggage. The plan comprises of new self service technologies, better stores where people can eat and shop. This will make the Airport more modern, sophisticated, and efficient and a more exciting travel destination. Currently, Terminal D can now cater for more incoming international flights due to the recent addition of three gates at the corridor connecting D and B International terminals. The ongoing renovation will also reopen the existing satellite facility at the E terminal and also build stations for the planned extension of the DART program (Dallas Area Rapid Transit). Risk Analysis is the process that characterises the likelihood, vulnerability and the extent of any risk associated with the occurrence of any natural, manmade or technical disasters as well as other emergencies addressing scenarios of concern and their probable consequences during an ongoing project (Hester, 13). Risk evaluation and analysis at the Dallas Fort Worth International Airport has been done to achieve the programs objective in the expected time, cost and safety and also observe environmental responsibility. An effective risk management process when carried out helps identify sources of risks, uncertainty and evaluating their impact and also helps to determine the most suitable management processes. The TRIP program is subject to higher risk due to the complicated features of the construction processes such as a long period of time before the program is completed, an integrated process, financial intensity and a wide organizational structure. As such, the project manager and the team undertaking of risk assessment and management is crucial to the delivery of the project’s objectives. Risks associated with the TRIP program are divided in to three major