Week1-4 Flashcards
Father of culinary
Auguste Escoffier
Father of Modern Restaurant
Monseur Boulanger
Cesar Ritz
General Manager/King of Hoteliers
- Action, Expected work
Sevice is a Monologue
Conversation between you and guest
Hospitality is a Dialogue
guest are treated with esteem for their worth and excellence as people
Respectful
- the staff is AT the table when they are at the table with no distractions
Present
- complains are quickly resolved in favor of the guest
Responsive
- guests are addressed by name; their likes and dislikes are known and respected
Personal
- guest are never made to fell wrong; they always receive the benefit of the doubt
Non-Judgmental
- just as good service is invisible, hospitality does not call attention to itself
Non-Intrusive
- there is no feeling of being rushed or processed; the staff never shows signs of stress
Relaxed
- the staff is always smiling and friendly
Personable
- guest needs are met before they realized it
Perceptive
- guest leave feeling connected although the specific execution may differ
Consistent
- the service always fit the occasion
Appropriate
- the experience makes the guest feel more positively
Uplifting
- the staff goes beyond simple job requirements to do something memorable for the guests
Surprising
- the spirit of hospitality is not something that can be taught
The Bad News
- the spirit of hospitality is an innate quality of all human beings
The Good News
- we have learned how you can do exactly that…. If you can open your thinking to some fresh possibilities
The Better News
is defined as the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous manner
Hospitality
-Check-in
Functions of Front Office
- used for check-in process
Reception
- used for providing various information for in-house guest
Information
- used for check-out process
Cahier Desk
- used for collecting guest feedback and maintenance of guest history
Guest relation desk
- used for assistance of guest during check-in and check-out
Bell desk
used for assistance of guest for arranging vehicles for guest movements
Travel desk
used for taking booking for rooms
Reservation desk
- used for attending all phone calls land up in the hotel
Telephone Operator
-Provide food and beverage facilities to the guest
Functions of Food and Beverage Services
-Take care of the cleanliness of rooms, hotel building, and furniture furnishing
Functions of Housekeeping
-Provide food to the staff of the hotel
Functions of Food/Kitchen Production
-Maintain all the equipment inside the hotel
Functions of Maintenance
-Training and development of employee
Functions of Human Resources
-Training and development of employee
-Maintenance of attendance records, leave records, etc.
Functions of Human Resources
-Maintenance of the property management system of the hotel
Functions of Electronic Data Processing:
-Maintenance of audio-visual equipment for conferences and parties
-Maintenance of audio-visual equipment of the hotel
Functions of Communication
-Responsible for safety and security of guest in the hotel
Functions of Security
-Purchase all types of equipment and materials for the hotel
-Store all the purchased items properly as per basic rule (First In, First Out)
Functions of Purchasing & Stores
is a comprehensive plan by a hotel owner to define departmental activities and responsibilities.
Hotel Management Structure
-Front Office is the area in a hotel where the guest arrive first
-Front office manager is obviously responsible for managing all duties and activities of the front desk or reception
Front Office Manager
is responsible to manage all activities related to housekeeping maintenance
Executive Housekeeper/Housekeeping Manager
-mainly responsible for managing catering food and beverage services in a hotel
Food and Beverage (F&B Manager)
-the person in a hotel who has mastery with the senses of flavors
Kitchen Manager/Chef
-a person will ensure that just about everything in the hotel is in proper working order
Hotel Maintenance
-ensuring timely and accurate reporting of financial information
Hotel Accountant/Controller
-handle a variety of personnel and administrative functions within an organization or business, including benefits and compensations, employee training, recruitment and disciplinary procedures
Human Resources Manager
-the conversion of data into correct form
-Computer data processing
Data Processing Executive
-provides and effective service by answering emergency and highly priority telephone calls, as efficiently and quickly as possible
Hotel Communication Officer
-to protect the hotel and the guests, employees and property within it
Hotel Security Guard
-responsible for ordering inventory, supplies, equipment and services for all departments and divisions
Hotel Purchaser
-analyzing current sales figures and forecasting projected number to implement effective marketing and sales strategies is also crucial
Sales and Marketing Manager
-Hotel managers are generally exposed to long shifts that include late hours, weekends, and holidays due to the 24 hour operation of hotel
Working Conditions
25 rooms or less
Small Hotel
26 to 99 rooms
Average Hotel
- 100 to 299 rooms
Above Average Hotel
- More than 300 rooms
Large Hotel
Basis of Star System
One star
Two star
Three star
-Four star
-Five star
-Five star deluxe
-Five star super deluxe
- located in the heart of the city
-more expensive than suburban hotel
Downtown Hotel
-located in the suburbs of cities
-patronized by low budget tourists
Suburban Hotels
-located near airports, especially international airports
Airport Hotels
-also called Motor Hotel or transit hotel
-located alongside the highways
Motels
-exotic location away from crowded residential areas
-recreation facilities and breathtaking scenery typical of most resorts
Resort Hotel
-hotel which floats on water
Floatels
-luxury boats/yachts which can ferry people from one place to another
Boatels
-also known as “Vacation Ownership”
-these properties are in resort areas like hills, beaches, forests, etc.
Timeshare
-quite similar to timeshare
-developed on joint ownership basis
-owner can occupy and sell his unit
Condominium Hotels
-classified as operating under a management contract or as a franchise of referral group
-some chains own affiliated properties, but many do not
Chain Hotels
-do not have ownership or management affiliation with other properties
-the owner may decide the standard, type of clientele, the tariff, etc.
Independent Hotel
-these contracts are normally on a long-term basis
-the management contract can even be signed before the construction starts
Management Contract
Franchise
-a system in which the franchise owner grants another the right or privilege to merchandise a product or service for a specified return
-best known franchising companies are Holiday Inn, Choice International, Quality Hotels, Inns and etc.
-consist of independent hotels which have grouped together for some common purposes
-the member hotels recommend guests to other member hotels
Referral Groups
-motels and airports are the best example of these hotels
-patronized by those guest who are in transit and will be travelling further to their destinations
Transit Hotels
-rest houses and government guest houses etc are the best examples
-one is not allowed to stay for a very long time as these hotels are very economical
Transient Hotels
-offer rooms/apartments on monthly basis
-best examples are hostels
-located in any part of the country
Residential Hotels
-most hotels in present days .
-the rent charged will be on a daily basis
-may offer special allowance on room rent to these guest
Semi Residential Hotels
-very common in schools and colleges
-patronized by students of a particular school or college
Hostels
-Heritage Grand Hotels are those which are more than 100 years old
Heritage Hotels
-very small and very expensive hotels
-it has more number or restaurants
Boutique Hotels
-a new addition to the hotel industry
-provide a living room, bedroom, kitchenette, etc.
All Suite Hotels
- ANY BUILDING OR OFFICE COTAINING SEVERAL INDEPENDENT AND FURNISHED OR SEMI FURNISHEX APARTMENTS, REGURALY LEASED TO TOURIST AND TRAVELERS FOR DWELLING ON A MORE OR LESS LONG- TERM BASIS AND OFFERING BASIC SERVICES TO ITS TENANTS, SIMILAR TO HOTEL.
Apartel
-AN ESTABLISHMENT, COMMONLY, A HOUSE THAT OFFERS LODGING FOR BACKPACKERS TRAVELERS OR YOUTH HIKERS FOR A CHEAP PRICE. IT IS LIKE DORMITORY WHERE THERE IS A ROOM WITH MANY BEDS WHERE OPPOSITE GENDER MAY STAY EVEN KNOWING EACH OTHER AND ONLY ONE BEDROOM IS SHARED.
Backpacker
-A PRIVATE HOME IN WHICH GUESTS CAN BE ACCOMMODATED AT NIGHT IN PRIVATE BEDROOMS. OWNERS ALSO STAY ON THE PROPERTY, PUBLIC AREAS IN THE HOUSE HAS LIMITED ACCESS FOR GUESTS, MAYBE RUN AS A SECONDARY OCCUPATION. BREAKFAST IS INCLUDEDIN THE PRICE.
BED AND BREAKFAST(B&B)
- AN ESTABLISHMENT PROVIDING ALL FEATURES AND FACILITIES OF A NORMAL HOTEL IN A UNIQUE AND EXCLUSIVE STYLE. THESE PROPERTIES ARE GENERALLY SMALL, FEATURE TOP CLASS SERVICE AND ARE MARKETED TO THE AFFLUENT.
BOUTIQUE HOTEL
-AN IDEAL FOR BUSINESS TRAVELERS AND THOSE WHO DON’T REQUIRE FRILLS AND WANT TO SAVE SOME MONEY. THERE IS VARIETY TO CHOOSE FROM ACROSS THE COUNTRY AND ALL OFFER AFFORDABLE ROOMS
BUDGET HOTEL
-AN ACCOMODATION PROVIDED BY COLLEGES AND UNIVERSITIES FOR THEIR STUDENTS IS OFTEN MADE AVAILABLE- WITH MEALS-TO INDIVIDUALS OR GROUPS AT CERTAIN TIME OF THE YEAR, TYPICALLY THE SUMMER, EASTER AND CHRISTMAS HOLIDAY PERIODS
CAMPUS ACCOMMODATION
-GENERALLY A PRIVATE HOME WHICH HAS BEEN CONVERTED FOR THE DEDICATED AND EXCLUSIVE USE OF GUEST ACCOMMODATION. THE PUBLIC AREAS OF THE ESTABLISHMENT ARE EXCLUSIVE FOR THE SUE OF GUESTS. OWNER/MANAGER EITHER LIVES OFF-SITE SEPARATE FROM THE PROPERTY. OFFERS A WIDER RANGE OF SERVICES THAN A B&B, AND USUALLY CATERS FOR ALL MEALS.
GUEST HOUSE
-A PARK THAT OFFERS HOLIDAY HOMES AND MOST LIKELY, TOURING CAMPING PITCHES.
HOLIDAY PARK
THE LARGEST OF ALL ACCOMMODATIONS
HOTEL
-A PLACE OF REFUGE FOR TRAVELERS, OFTEN OPERATED BY A RELIGIOUS GROUP.
HOSPICE
- A LODGING SUPERVISED BY ADULTS, PLANNED FOR THE USE OF YOUNG HIKERS OR BICYLIST, ALSO YOUTH HOSTEL. A STUDENT RESIDENCE OR DORMITORY.
HOSTEL
-A TRADITIONAL TYPE OF ACCOMMODATION WITHIN THE PUB.
INN
-AN ACCOMMODATION FACILITY WHICH IS LOCATED AND DESIGNED TO OPTIMIZE THE FEELING OF BEING CLOSELY IN TOUCH WITH NATURE. THE BUILDING STYLE SHOULD FEATURE NATURAL MATERIALS AND COLORING SUCH AS WOOD, STONE, AND THATCH. AN OUTDOOR EXPERIENCE SHOULD BE OFFERED AT THE LODGE.
LODGE
- A HOTEL WITH A 5-STAR QUALITY AWARD THAT HAS A RANGE OF LEISURE AND SPORTING FACILITIES. THESE INCLUDE AN 18-HOLE GOLF COURSE, SWIMMING POOL AND LEISURE CENTRE, AND COUNTRY PURSUITS.
INTERNATIONAL RESORT HOTEL
- IS ALSO A PLACE WHERE YOU CAN LODGE, THEY WILL SERVE YOU FOOD AND OTHER SERVICES BUT MOTEL AS DIFFERENT FROM HOTEL.
MOTEL
- A PRIVATE OR FAMILY OPERATED TOURIST BOARDING HOUSE, TOURIST GUEST HOUSE OR TOURIST LODGING HOUSE EMPLOYING NON-PROFESSIONAL DOMESTIC HELPERS REGULARLYCATERING TO TOURISTS AND TRAVELERS, CONTAINING SEVERAL INDEPENDENT LETTABLE ROOMS, PROVIDING COMMON FACILITIES SUCH AS TOILETS, BATH ROOMS/SHOWER, LIVING AND DINING ROOMS AND OR KITCHEN AND WHERE A COMBINATION OF BOARD AND LODGING MAY BE PROVIDED
PENSION HOUSE
-THIS TYPE OF ACCOMMODATION NOT DEDICATED FOR FULL TIME OCCUPATION OF GUESTS, BUT IS A PRIVATE HOUSE OR APARTMENT WHICH IS TEMPORARILY AVAILABLE FOR RENTAL, OFTEN DURING PEAK TOURISM SEASONS.
PRIVATE HOME
- A HOUSE FOR RENT WHERE PEOPLE HAVING A VACATION CAN RENT FOR A SHORT TERM. THIS IS WHERE THEY CAN USE ALL THE HOUSE’S FACILITIES.
Transient House
- ANY PLACE WITH PLEASANT ENVIRONMENT AND ATMOSPHERE CONDUCIVE TO COMFORT, HEALTHFUL RELAXATION AND REST, OFFERING FOOD, SLEEPING ACCOMMODATION AND RECREATIONAL FACILITIES TO THE PUBLIC FOR A FEE OR RENUMERATION.
RESORT
-THE RESTAURANT IS THE MOST SIGNIFICANT PART OF THE BUSINESS, AND IS USUALLY OPEN TO NON-RESIDENTS AS WELL AS THOSE STAYING THERE BREAKFAST IS USUALLY PROVIDED.
RESTAURANT WITH ROOMS
- A HOUSE, COTTAGE, APARTMENT, CHALET OR SIMILAR ACCOMMODATION, WITH SELF CATERING FACILITIES, WHICH IS LET NORMALLY ON A WEEKLY BASIS TO INDIVIDUALS, ALTHOUGH SHORTER BREAKS MAY BE AVAILABLE.
SELF CATERING
-ESSENTIALLY SELF-CATERING APARTMENTS WHERE SERVICES SUCH AS CLEANING ARE AVAILABLE. MEALS AND DRINKS MAY BE ALSO AVAILABLE EITHER TO EACH APARTMENT OR IN A RESTAURANTAND/OR BAR ON SITE.
SERVICED APARTMENT
-A PARK THAT OFFERS TOURING PITCHES, AND MAY OFFER CAMPING PITCHES AS WELL.
TOURING PARK
A PARK FOR CAMPING ONLY
CAMPING PARK
