mid term Flashcards
what is the definition of hospitality?
the activity or business of providing services to guests in hotels, restaurants, bars etc
what are the different sectors of hospitality? (4)
(1) food & bev
- formally known: catering industry
- largest area
- preparation of food, snacks & drinks (high quality food)
- provide first-class customer service
eg: quick service restaurant, rely on self service
— less employees, less skilled workers
(compared w fine dining)
(2) Accommodation/lodging
- any business that provides a place for someone to stay overnight
- market type of accommodation based on location
eg: in the city- business men, tourists from other countries, diplomats, celebrities, budget
(3) travel & tourism
- services moving people from one place to another, encourages ppl to travel and spend on hospitality (go hand in hand)
- leisure travel: travel for vacation spend $ on lodging & food
- business travel: travel for work and spend $ lodging & food
eg: bus, taxi, ship & train, travel agents, leading walking tour
(4) entertainment & recreation
- activity ppl perform for relaxation, leisure & entertainment
- aims to refresh a person’s body * mind
eg: zoos, museums, movie
what is service?
service is taking action to create value for someone else
what are the 4 main components of a good service?
(1) primary product
- range, size, colour & price point
(2) delivery system
- is the website easy to navigate?
- delivery system has to be functional & efficient
(3) service mindset
- how are you communicating w your customers?
- tone and words, polite
(4) ongoing relationship
- customer retention, building trust & good r/ship
what are the diff kinds of ownership? (3)
- Privately owned
- the business is privately owned by an individual or a private company
adv: freedom to make decisions, can choose to feely adapt to any changes, no need to consult a normal higher up/organisational system, gain 100% of the profits
dis: financial risk lies completely on the individual/private business, relies on expertise & capability of individual - Franchising
- hotel property works under a hotel franchise management
adv: brand recognition from an established franchise, receive support & resources (eg: staff training, marketing & business connections), less risk cuz uses a proven business model that has worked & is successful for franchisor
dis: share the profits earned to franchisor, less flexibility in making decisions, high royalty fee & initial investment - Management Contract
- the hotel owner hires a professional hotel management company & runs on behalf of him
adv: professional workers that have experience running a hotel, more smooth & productive, risk is shared w the hotel owner & management company
dis: costs of hiring & sharing profits, less flexibility in decision making
what are the different hotel classifications?
size, star, location, ownership, service, staying duration
whats the purpose of classification?
- provide quality assurance as trust for customers & future customers
- marketing purpose (higher rating -> set higher prices)
- manage customers expectations on what to expect
explain further the star rating
America: out of 5 stars
European: out of 4 stars
☆: bed, basic needs & affordable
☆☆: + continental bfast, daily housekeeping
☆☆☆: + amenities (pool, gym) hotel toiletries, midrange pricing & near tourist attraction
☆☆☆☆: + spacious, room safe, staff service (concierge), multiple activities (spa, fitness class) - focused on relaxation, aimed at ppl on vacation
☆☆☆☆☆: + pampering, personalised staff attention, aimed at rich
what are the main subdivisions of room division?
1- reservation manager
- handle guests inquiries, room bookings
- process cancellation & communicate w/ guest on accommodation needs
2- front desk supervisor
- face of the hotel, check-in, check-out, overall guest service
- addresses most of the guests needs & requests
3- housekeeping
- maintain cleanliness of guest rooms & public areas
- ensures high standards of hygiene
4- concierge
- personalised service & provide info for guests
- recommend tourist attraction, arrange travel needs & special guest requests
5- bellman
- assist w luggage
- escort guests to their rooms,
- provide info on hotel’s facilities
6- guest relations
- build positive relationship w/ guests
- gather customer feedback, address complaints
what are the 5 F&B outlets?
- All Day Dining
- offering meals from bfast, brunch, lunch till dinner
- more casual
- buffet & ala carte, offers wide range to guests & external customers - Specialty Restaurant
- specialised in a specific cuisine or theme
- normally lunch to dinner
- decor to complement the theme, more curated dining experience - Bar
- alcoholic & non-alcoholic bev & light snacks
- social setting to talk and relax
eg: sports bar, rooftop bar, poolside bar - Lobby Lounge
- usually in the hotel lobby , may have live entertainment
- serves lights snacks & range of drink
- casual setting to hold quick meetings or relaxation time - Room Service
- F&B in guest room
- usually 24hours
- restocks the minibar
- menu simpler, but more exp
- private but convenient dining experience
explain the F&B organisational chart (8 main roles)
(1) F&B Director
- oversees, coordinates and make sure efficient operation in all dpt
- communicates w/ other dpt to ensure all working tgt
(2) Executive Chef
- efficient kitchen operation
- design menu & oversee operation
- manages kitchen staff and ensure QC
- monitors cost & inventory
(3) Executive Sous Chef
- reports to executive chef
- responsible for day to day operations (organises work schedules, delegate tasks)
- right hand man of executive chef
(4) Pastry Chef
(5) Garde Manger
- preparation & presentation of cold foods
eg: preserved meats, salad & dressing, raw oyster, smoked salmon
(6) Banquet Manager
- banquet = group of people who eat together at one time in one place
- planning & execution of banquet events
- supervise set up & service
- coordinate w/ event planner & client
what is the stewarding department’s role?
- extremly imp & crucial role
- reports to *director of F&B
- responsible for cleanliness & hygiene of back of the house
- dishwashing
- cleaning & sanitisation
- inventory control
