- •1. Hospitality in tourism industry. A brief History of the Hotel Industry.
- •3. Hotel Industry: Domestic and Foreign Experience.
- •5. Different types of accommodation in the hospitality industry.
- •Intercontinental, and Crown Plaza have merged to form Six continents hotels Chain; Marriot
- •Italy around 1425 and spread to all of western Europe over the next 200 years, with the French,
- •Instance, read e-mail and check the Espoo transport timetables.
- •Values, but the crucial second step is finding people committed to those principles. As a paper
- •In developing employee skill sets by sending people to conferences and continuing education
- •13. The basic and additional services of hotels and their features
- •Valet Captain
- •17. Hotel Services. Form of address. Greetings
- •18. Service Guest Cycle at a Hotel. Arrival, registration, accommodation, departure
- •1. Organization Chart:
- •19. Key indicators and calculations in hotels.
- •21. Basic calculations at guest services in hotels
- •22. Departments in a Hotel. Short description. Working Conditions
- •Information department.
- •Inside and outdoor catering.
- •25. Catering and restaurant service in hotels.
- •26. Room service and banquet service
- •30. Innovation strategies in hotel business: computer systems, gds.
- •31.Topic “The most common terms and abbreviation in the Global Hospitality”
- •34. Topic. “One of the Amazing (Unusual) Hotels in the World”
- •36. Topic “Types of Hotels in Kazakhstan”
- •37. Topic “One of the 3-star Hotels in Kazakhstan”. Akb.Aizhan
- •Informational bank on hotel business (laws, books, standards, forms etc.);
- •45. Topic “Hotel Facilities. Cleaning of Rooms”.
- •In liaison with Management, completed the induction of all the newly appointed household staff.
- •48. Topic “Positive and Negative Aspects of Hotel Manager”.
- •53. Topic “Form of Address to Guests and Greetings”
- •56. Topic “Food and Beverage Service in the Hotel”
- •Inside and outdoor catering.
- •59. Topic “Service in the Hotel. Thematic Restaurant”.
- •60. Topic “Life-support Systems of Hotel”
Information department.
Cashier and foreign currency exchange.
Cloak rooms and bell desk.
Telephone exchange.
Food and Beverage Service: is the department which serves food and beverage to the guests. This is the second most revenue producing department of the hotels. Whenever guests want to enjoy meal or drinks with great ambiance they visit restaurants and bars. There are so many restaurants with different cuisines, some with live kitchen, pubs, bars and cafe which even operates 24 hours. These restaurants are based on different themes, giving guests an amazing experience. There are different types of services offered in the restaurant such as buffet service, table of the host and al a cart menu i.e. according to the card. The waiters follow all the rules of service and serve food, drinks in the finest cutlery and crockery to the guest.
Food and beverage department includes:
Inside and outdoor catering.
Pubs and bars.
Restaurants
Cafes
Room service
Food production: in this department chef prepares the world class food. All the types of cuisines are made here with different styles of cooking. The chefs prepare delicious food and put their creativity into it. You can even ask chef to prepare the food according to your taste in case of any medical reasons. These chefs work in back area so it’s not so visible department, though in some of the live kitchen you can see how your meal is being prepared. Different cuisines have different kitchen and each one has its own specialized chefs. It has a very important section as gardemanger where all the cold preparations takes place like salads, cold dressings etc and also has pre preparation kitchen where basic preparation of food is done. For Kitchen hygiene and cleanliness, hotel has kitchen stewarding department which clean the kitchen as well as washes the utensils and in small hotel housekeeping takes care of cleanliness.
Food production department includes
Bakery
Garde manger or cold storage room.
Pre preparation kitchens
Tandoor section
Kitchen stewarding
23. The Reception Area. Job descriptions.
Reception area- the waiting area in a hotel near the desk or office where guests can books rooms or ask the staff questions
If your business will be receiving people from the outside, the reception area will be the first impression your guest will have of your business. As the old adage says, "You only get one chance to make a good first impression." The determining factor for how much you should spend on your reception area is how important is that first impression to your business. The more important it is, the more you should spend on your reception area. An office for a legal professional should spend more on the reception area than an office for a manufacturing plant.
Basic reception area furniture consists of the following:
• Receptionist desk/station
• A standard office chair for the receptionist
• Chairs for guests while waiting
• A table to hold literature, magazines or to provide your guests a place to put their briefcase or laptop while waiting
• Coat rack or closet
Lastly, if security is an issue, then you may want to locate the receptionist desk behind a wall and have a sliding security window installed in the wall. This will separate the receptionist from the guest until they are identified and invited in.
A receptionist is a person in an office administration and support position. Their work is usually perfomed at the front desk of an organization. In most cases, they are the first business contact that a person will meet at an organization. Their primary responsibility is to greet incoming visitors and callers.
Common Duties
The traditional duties of a receptionist commonly include answering visitor inquiries about the company, directing visitors to appropriate contacts, sorting mail, answering incoming calls, and arranging appointments for guests to meet with company staff.
The front-desk staff may also assume a security guard function with the company. Often they moitor who is coming and going through the doors of the company and they are able to observe and report any suspicious behavior or activity.
Increasing Responsibilities
The job description of reception staff has expanded quite a bit due to the increased use of technology in the workplace. Many front-desk staff are now encouraged to have experience with computers and software programs. Many receptionists now assist in creating and maintaining spreadsheets, creating word documents, merging documents for mailing, entering formulas into spreadsheets, and entering data in to a customer relations database.
24. Rooms Division Department
Rooms Division: In a statistics conducted by the U.S. Lodging Industry in 1995, it has been
shown that the majority of hotels revenues (60.2 %) are generated from Rooms Division
Department under the form of room sales. This very department provides the services guests
expect during their stay in the Hotel. Lastly, the Rooms Division Department is typically
composed of five different departments:
a) Front Office
b) Reservation
c) Housekeeping
d) Uniformed Services
e) Telephone
Beneath is a brief description of the different departments decomposing the Rooms Division
Department, along with their related main responsibilities:
a) Front Office:
Sell guestrooms; register guests and design guestrooms
Coordinate guest services
Provide information
Maintain accurate room statistics, and room key inventories
Maintain guest account statements and complete proper financial settlements