HOTEL OPERATIONS AND MANAGEMENT

HOTEL OPERATIONS AND MANAGEMENT
DIALOGS BETWEEN A TRAINER AND A TRAINEE

CONTENTS Part 1: Course Introduction
Part 2: Review of Hotel Management Theories Part 3: Hotel Organization Chart and Dept. Functions Part 4: Operations and Management of Each Dept. Part 5: How to search for literature via modern IT Part 6: How to read English literature Part 7: How to conduct scientific research in social science with analytical software

Part 1:Course Introduction—Introduction to Nature of Hotel Industry
Objectives Definition of hospitality industry Full Service Vs. Limited Service Hotels Nature of hospitality industry Factors affecting the hospitality industry

Definition of hospitality industry The hospitality industry is part of a large network which includes food services, lodging services, recreation services, travel-related services, and products provided with personal services in conjunction with the above industries.

Part 1 Course Introduction—Introduction to Nature of Hotel Industry
Full Service Vs. Limited Service Hotels The one ostensible difference between full service and limited service hotels is that full service hotels have an attached restaurant, while limited service hotels do not. If you dig deeper beneath the surface, however, you will find much that differentiate the categories.

Restaurants and Food The defining feature of full service hotels is their restaurant. The Hilton Inn's website exhibits its upscale dining venues, such as the Chandler, AZ location's steakhouse "The Grill" as well as an all-day lobby bar and a cafe offering coffee and chocolate candy. Even if you'd rather stay in your room, full service hotels should feature dedicated room service with an extensive menu. This doesn't mean limited service hotels never offer food to their guests. The Hampton Inn, for example, offers complimentary breakfast and beverage areas. Not quite a restaurant meal, but they serve free toast, coffee and orange juice.

Services and Amenities As the name might imply, full service hotels offer more in services and accommodations. Guests can expect 24-hour valet service, dry cleaning, heated pools and saunas, well-equipped fitness centers, and guaranteed high-speed wireless Internet access. The rooms should feature high-end furnishings, appliances, and top-of-the-line television with premium cable. Limited service hotels have plenty to offer as well, but the name also is pretty representative. They have pools, which may not be heated and guests shouldn't expect a spa. These hotels often feature coin laundry rooms and sometimes wireless Internet access as well. Sometimes limited service hotels will have fitness rooms, but the one pictured on the Hampton Inn's website appears only to have a couple of treadmills and a single weight machine.

Price As expected, price is where limited service hotels have an advantage. For example, a one-night stay for two adults at a Days Inn in Phoenix might cost $89 with tax, compared to $ with tax for the Hilton using the same criteria.

III. Nature of hospitality industry Intangible (books, movies, television, postcards, songs, photographs, news stories, and advertising) Production and consumption at the same time Non-storage Fragile Seasonal Differentiating in service quality

IV. Factors affecting the hospitality industry Some common factors that have an impact on the industries in the hospitality network are: External factors: Economic climate. The hospitality industry usually reacts quickly to the state of the economy. Spending on travel and leisure activities is often the first item cut from a tight budget. Even business travel declines when money is scarce. In times of a strong economy and bigger budgets, travel and leisure activities expand. Socioeconomic trends. Social behavior and Lifestyle.

Psychological motives. Psychographic research (that attempts to classify people’s internal motives and behavior), basic motives (influence everyone and include unlearned needs such as thirst, hunger fear, avoidance of pain, etc.), secondary motives (are learned needs and include achievement, desire of power, and other specialized needs ), push/pull theory, Maslow’s hierarchy of needs

Technological innovations. The use of technology has enhanced the production of services by making some tasks faster and easier to perform. Technology has also enhanced guest comfort and safety through inventions such as air conditioning and fire alarm systems. It has facilitated the ability to travel by increasing economic prosperity, leisure time, and the efficiency of transportation systems.

Political events. Violence, terrorism and war, health and environmental laws Government regulations. Government require licenses, inspections, and certificates, and collect taxes and fees.

Internal factors: Money Time Family lifecycle Personal health

Part 2 Review of Hotel Management Theories
Objectives Theory of customer satisfaction Service theater theory Service value theory based on service profit chain Service differentiating theory PROMPT service model

I. Theory of customer satisfaction Customer Perception Model

II. Service theater theory The service is regarded as a play. Grove and Fisk propose that service has the components like a staged product, such as actors/actresses, audience, facilities, front part and back station, and performance. Actors and actresses (service personnel) are those people who work for audience (customers), and facilities (service environment) are the place for performances or services.

III. Service value theory based on service profit chain Model of service value theory based on service profit chain

IV. Service differentiating theory There are five differentiations which are as follows: Differentiation between customer’s perception of service assistance and manager’s perception of the service assistance; Differentiation between manager’s perception of customer’s service assistance and service standards; Differentiation between service standards and service delivery; Differentiation between service provision and external communication; Differentiation between customer service assistance and customer’s actual experience.

V. PROMPT service model

Part 3 Hotel Organization Chart and Department Functions
Objectives Department functions Hotel organization chart

Hotels are organized into large divisions and smaller departments, each one responsible for a particular function or service and at the same time interrelated and dependent on each other. The best services for the guests and the highest job satisfaction for staff is based on clear, prompt communication and genuine cooperation amongst employees in all divisions and departments. The most upscale hotel may attract customers with the latest trend in holiday packages but will not have their loyalty if Bell Service wasn’t notified to take down luggage by a room attendant in Housekeeping Department

Front Office Department is the most visible to the public as it is in direct contact with guests from initial greeting to helping make guests’ stay comfortable / enjoyable to settling the bill prior to departure. Housekeeping Department Staff clean everywhere, not just guests’ rooms but public areas and back of the house for staff only, hidden from guests eyes.

Food and Beverage Department F&B includes all food-service operations such as restaurants, lounges, bars. Breakfast for one tastefully arranged on a tray and taken to a guest’s room is as important as catering to hundreds at banquets in conference rooms.

Sales and Marketing S& M Department focuses on analyzing the marketing plan to reach potential customers, then sell and book reservations. Their target is usually business groups and key corporate clients. The Reservation Section normally belongs to S & M Department although sometimes it falls under Front Office. Its main function is to handle reservations by fielding inquiries about room rates, room availability and services offered. Public Relations (PR) is also under the leadership of S & M Director. PR’s main jobs range from making promotional flyers, posters to contacting media, its utmost purpose is to let the public know about the property and encourage use of the services here.

Accounting Department This department tracks all incoming revenue and outgoing cash. It balances the books and has close communication with the General Manager and others with power to decide how money is made and spent. Purchasing and Store Room are under the direct control of this department, as well as the Payroll Master who is responsible for employees’ pay. In some hotels, the Kiosk section (or Department Store) is under the management of Financial Controller.

Engineering or Maintenance Department The department maintains most of the equipment and machinery on the property and keeps it in working order.

Security Department Security department addresses concerns ranging from handling hazardous waste to securing the building against any threats and protecting the property / the staff, and their belongings.

Human Resources Department The department oversees all matters relating to staff, from recruiting and hiring to setting salary ranges and benefits. It develops policies for dismissal or retirement, is responsible for operations of Staff Canteen, Clinic and Staff dormitory. Staff training is supervised by this department in some properties.

Resident Manager (AGM) Housekeeping Front Office Food & Beverage Sales & Marketing Accounting Human Resources Security Engineering General Manager

Part 4 Operations and Management of Each Dept
Chapter 1: Hotel History and Hotel Organization Chapter 2: Front Office Department Chapter 3: Housekeeping Department (1) Chapter 4: Housekeeping Department (2) Chapter 5: Housekeeping Department (3) Chapter 6: Food & Beverage Department (1) Chapter 7: Food & Beverage Department (2)

Part 4 Operations and Management of Each Dept
Chapter 8: Food & Beverage Department (3) Chapter 9: Security Department Chapter 10: Sales & Marketing Department Chapter 11: Accounting Department Chapter 12: Engineering Department Chapter 13: Human Resources Department Chapter 14: Trends for Hospitality Industry

Chapter 1: Hotel History and Hotel Organization
Unit1: Evolution of Hotel Industry Unit 2: Categories of Hotels Unit 3: Hotel Outline and Its Organization Chart

Chapter 1: Hotel History and Hotel Organization
Chapter Objectives: Evolution of hotel industry Categories of hotels Basic functions of each department Responsible area for departmental or divisional heads and above Hotel organization chart

Unit 1: Evolution of Hotel Industry
Transportation development caravansary Stagecoach in England in 1658 cars planes

A. First lodging chain in 1769 in North America B. Multi-unit lodging chain in 20th century C. American hotel tycoons Ellsworth Statler Ernest Henderson Conrad Hilton Kenmmons Wilson

D. Concept of time-sharing E. Travel and tourism contribution to the economic clout in the world

Unit 2: Categories of Hotels
Hotels classification according to their locations Downtown hotel Resort hotel Suburban hotel Motel Airport hotel

Hotels classification according to their rates Boutique hotel Luxury / deluxe hotel Upscale hotel Mid-tier hotel and motel Economy / limited service hotel

Hotels classification according to their room structure, configuration and facilities All-suite hotel Extended-stay properties / apartment hotel Resorts and time-share properties Inns Casino hotel Cruise ships

Unit 3: Hotel Outline and Its Organization Chart
Basic functions of each department Front Office Front Desk Concierge Business Center PABX Transportation Kiosk Duty Manager or Assistant Manager Executive floor

Housekeeping Floor Laundry Mini-bar Lost and Found Health Club/Fitness Center etc

Food and Beverage department Outlets Kitchens and etc

Sales & Marketing Department focus on analyzing the marketing plan to reach potential customers, then sell and book reservations. Accounting Department tracks all incoming revenue and outgoing cash. It balances the books and has close communication with the General Manager and others with power to decide how money is made and spent.

Engineering or Maintenance Department maintains most of the equipment and machinery on the property and keeps it in working order. Security Department addresses concerns ranging from handling hazardous (19) waste to securing the building against any threats and protecting the property / the staff, and their belongings.

Human Resources Department oversees all matters relating to staff, from recruiting and hiring to setting salary ranges and benefits.

Responsibilities for departmental or divisional heads and above General Manager Resident Manager Executive Housekeeper Front Office Manager Food & Beverage Manager Sales and Marketing Director Financial Controller Chief Engineer Chief Security Human Resources Manager

Hotel organization chart (See page 17)

Chapter 2: Front Office Department
Unit 1: Guest Check-in and Check-out Procedure Unit 2: Job Descriptions for Concierge Staff and Working Procedures Unit 3: Job Descriptions for Business Center Staff and Working Procedures Unit 4: Job Descriptions for Operators and Working Procedures

Chapter 2: Front Office Department
Chapter Objectives: Guest check-in and check-out procedure Job descriptions for concierge staff Working procedures for concierge staff Job descriptions for Business Center staff Working procedures for Business Center staff Job descriptions for Operators Working procedures for Operators

Unit 1: Guest Check-in and Check-out Procedure
Check-in procedure

Guest arrives at the hotel.
Guest without reservation-walk-in Guest with reservation Group/meeting group Greet a guest and ask him/her whether he/she has a reservation or not. Introduce room types plus special attractions, including the room rate Find the reservation for this guest, and confirm the particulars via computer Confirm the group name, no. of rooms, any changes. Distribute keys to the local guide/ organizer and ask his or her signature and contact no. Confirm the need for wake-up calls, breakfast time, and luggage pick-up time and other details. Allocate the room(s) Assist the guest in filling the Registration Card and confirm the mode of payment and handle accordingly. Make the room key, fill in the welcome card Ask the bellboy to escort the guest to his/her room, update the information in the computer and do the filing accordingly.

Long stay guest check-in Block the room in advance Ask Housekeeping Department to prepare welcome gifts according to hotel policy Welcome letter with GM’s signature Make a room key and ask the bellboy to test it Double check with Housekeeping regarding gifts on check-in day Pass the reservation sheet, RC and room key to Duty Manager (DM) who will assist the guest with check-in when the guest arrives. DM or Front Desk staff will be responsible for keying the relevant data into the computer

Registration card The following information is usually printed on the RC: the guest’s name, sex, date of birth, the valid card no., the detailed address, date of arrival and departure, room rate, mode of payment etc. The following is the sample of Registration Card.

Surname姓 Name名 Sex性别 Nationality国籍 Date of Birth出生年月日 Type of Identification证件种类 No. 号码 Type of Visa签证种类 Validity 有效期 Yr年 Mth.月 Day日 Permanent Address永久住址 Date of Arrival Date of Departure Room No.房号抵达日期离店日期 Hosted by接待单位 Purpose of Stay停留事由 Travel旅行 Business商务 Official官方活动 Method of Payment Cash现金 Credit Card信用卡付款方式 Traveler’s Check旅行支票 Company公司 Others 其它 Remarks备注 The rate is subject to 15% surcharge and any other applicable government tax. Safe box provided at the Front Desk or in the guest room is available for use free of charge. 房价另加收15%服务费及有关政府税款。酒店前台及房间内的保险箱可免费供您使用。 Front Desk Staff 员工签名 Guest Signature 客人签名

Welcome card The details such as the guest’s name, room no., date of arrival/ departure, staff on duty, room rate are usually printed on the card, meanwhile the room key and breakfast coupon are also inserted in it.

Politely ask the guest to return the room key Inform Housekeeping to look in the rooms for mini-bar consumption and forgotten items. Present the bill to the guest Write an invoice with information provided by the guest Settle the account according to mode of payment Say farewell using the guest’s name and extend an invitation to come again Sort out any checks, credit card slips or cash Settle the account in the computer

Payment authorization form If a guest’s bill is paid by another guest staying in the hotel, confirm with the guest who will pay, look at the payment authorization form to make sure these previous arrangements have been made, print the bill and get the “paid for” guest to sign it. Transfer the amount to the paying guest’s room account in the computer.

I, Room No hereby authorize XXX hotel to charge / transfer 本人兹授权XXX酒店，将以下费用转入本人账户。 All expenses 所有费用 Specified expenses such as 下列指定费用: room charge only 仅限房费 food & beverage only 仅限餐饮费 laundry & valet only 仅限洗衣、烫衣费 mini-bar items only 仅限房间内小酒吧消费 telephone charge only 仅限电话费 others 其它

incurred by 指定消费者为 of Room No. into my account. I will be responsible for the expenses incurred by the above guests. 本人愿意承担以上指定消费者的费用。 Date and Time 日期和时间 Guest Signature 授权人签名

Unit 2: Job Descriptions for Concierge Staff and Working Procedures
Pick-up a guest at airport, train station, passenger harbour or bus terminal Open the car door for a guest Open and close the door Bell service Inquiry Car rental service Handle tickets such as theater, sports events etc. Luggage storage, etc.

Escort a guest to his room inside the hotel Get the room key from the Front Desk colleague or guest and conform the room no. Hold the elevator door and invite the guest to go in first, stand near the elevator control panel Start a small talk if the guest is not too tired Invite the guests to go out the elevator first Press the doorbell then knock on the door before entering the room Put the luggage on the rack or any place the guest wishes Introduce the room facilities if the guest comes to the hotel the first time Leave the room by moving backward two or three steps if the guest has no other requirements, meanwhile wish the guest “ Have a pleasant stay with us.”

Attention: Here is more detail about showing facilities in the guest room: Window curtains: close if dark outside, leave it open if light. Locations of air-conditioner and temperature regulator. Safe box inside the cabinet. The items inside the writing table drawers, especially the hotel service directory. Mini-bar selection. Bed control panel. Power socket, hair-dryer and shower sprinkler inside the bathroom.

Handle a group’s luggage at arrival Take the luggage from the bus Verify the total amount, check for damage and inform the guide / organizer immediately if any. On the group luggage sheet, you also note actual amount of luggage and compare it to the number recorded by night shift staff, then write the bus number and ask the driver to sign his name for confirmation.

Attach luggage tags on each item for distribution. Confirm assigned room numbers with Front Desk and distribute everything to each guest room according to the rooming list. Make a note of where each piece goes in case of mix-up and need to correct it later. If luggage arrives first before their owners, it should be held together with a luggage net or a rope and put in front of the luggage store room.

Handle luggage at check-out When a guest asks to pick up suitcases downstairs, ask for his name and room number, how many pieces to carry, and time he plans to check out. Write these particulars on the work sheet. Decide whether you need a trolley and which size based on number and bulk of articles. If a colleague calls you to pick up luggage from the guest’s room, ask for guest’s name, room number, your colleague’s name and department.

Before you enter the guest’s room, press the door bell and announce your department’s name. If on one is in the room, check whether the luggage is ready to go, also check whether the guest forgot anything. Attach the luggage tag-departure and put everything near the store room. If the guest is still in the room, ask whether he/she wants to check out or store the items.

For storage, fill in the luggage tag-storage （行李临时寄存卡）,ask the guest to sign his name, and present one copy to him/her. Tell him/her to show this copy to the concierge when he/she is ready for pick up. For immediate check out, telephone the Front Desk so they can handle the check-out formalities. Escort the guest to Front Desk and wait in an appropriate place until check-out is completed. Carry luggage to the car and put it in the trunk, courteously close the car door after the guest is inside while wishing him a nice trip.

Handle group luggage on departure Collect items according to the group room list. Meanwhile look for any damage or tears on each piece of the luggage. Put the group’s luggage together in an appropriate place so the guide or organizer can check everything, then ask him or her to sign the group luggage sheet.

Put suitcases and traveling gear (such as cameras, sports equipment or other odd shaped items) into the bus after the Front Desk staff finish checkout, then double check amount of pieces with driver and ask him to sign his name on the working sheet. Come back to the counter to finish sorting out the relevant documents and file it all properly according to the filing system.

Handle luggage storage No matter how familiar you are with the guest, ask him or her to fill in the luggage tag-storage. Explain to the guest the conditions regarding the storage. Store the luggage properly in the store room, and then record it in the luggage storage book.When the guest comes to the Concierge to fetch his / her luggage, ask the guest to show the valid ID card and verify it, ask the guest to sign according to the working procedure, then record it.

NO Guest Name 客人姓名 Received by 接收人 Date日期 Remarks备注 Luggage Tag-Storage行李/物品暂时寄存卡 NO Date日前 Description 品名 No. of PCs 件数 XXX Hotel Name Conditions of Storage Please do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage of the deposited article and its contents. The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items not claimed. Prior arrangement in writing is required to keep storage items beyond three months. 请勿将贵重物品寄存在行李部。本酒店对寄存物品的损失或遗失概不负责。逾期三个月, 酒店有权处理无人认领的行李。若欲寄存行李超过三个月，请提前用书面形式向酒店提出申请。 Guest Signature 客人签名

Job descriptions for Business Center staff Photocopying,
Unit 3: Job Descriptions for Business Center Staff and Working Procedures Job descriptions for Business Center staff Photocopying, Sending faxes, Typing documents, Meeting room rental, Printing name cards/ business cards for hotel guests, Translation and interpretation services, Equipment rental such as VCR, VCD, printer and notepad computer etc Handling airline tickets in some hotels etc

How to provide photocopy service for a guest Greet the guest
Unit 3: Job Descriptions for Business Center Staff and Working Procedures How to provide photocopy service for a guest Greet the guest Ask the guest how many copies he wants to make, Confirm no. of copies and make the copies accordingly Confirm room no. with the guest after photocopying Fill out a bill according to the Business Center tariff Ask the guest to sign on the bill Post the charge to his room account in the computer Imprint the credit card and ask the guest to sign on the imprinted bill, then Key in the type of credit card, card no. and expiry date as well as guest’s room no. in the computer

The procedure in sending a fax
Unit 3: Job Descriptions for Business Center Staff and Working Procedures How to send a fax The procedure in sending a fax Make sure the information includes country code and city code as well as the fax no. If it is not clear, always ask the guest for clarification. Meanwhile inform the guest that the charge is based on transmission time. If the guest is in a hurry, ask him or her to sign the bill first and say that when you finish, you will send the original documents, fax-sending report and bill to his or her room. Note down the guest name, room no., country code, city code, and fax number on the fax sending record sheet. Write a bill by using the fax report and tariff sheet for proper charges. Post the bill into guest’s room account by computer.

Unit 3: Job Descriptions for Business Center Staff and Working Procedures
Attention If the fax cannot be sent out according to the number provided, try at least three times, if it does not work, contact the guest, inform him or her of the situation and ask for further instructions. If the guest is not in his room, leave a voice message to contact BC.

How to leave a voice message
Unit 3: Job Descriptions for Business Center Staff and Working Procedures How to leave a voice message When you leave the voice message, you could say, “Good Morning / Afternoon/Evening, this is Jessica speaking from the Business Center. We could not send your fax though we tried three times. Would you please contact us at extension XXX when you are available? Thank you!”

How to type a document for a guest
Unit 3: Job Descriptions for Business Center Staff and Working Procedures How to type a document for a guest Quickly look through the article to find any words or characters you do not recognize before typing documents Ask the guest politely for clarification Ask if photocopies of the typed pages are required Process the documents according to the guest’s instructions Write a bill and ask the guest to sign it Post the charge to his or her room account

Unit 3: Job Descriptions for Business Center Staff and Working Procedures
Always remember the following points Ask colleagues for help if you cannot recognize the guest’s handwriting. Do not bother the guest with one or two words at one time, note all the difficulties and then ask. Practice recognition of handwriting whenever you have free time. Always keep your hands clean otherwise the documents handled by you become dirty.

How to provide meeting room rental for the guest
Unit 3: Job Descriptions for Business Center Staff and Working Procedures How to provide meeting room rental for the guest

Get the following details from the hotel guest: name and room number, time, date and how many hours for using the meeting room, no. of persons, if any equipment is needed, if drinks are to be provided, and the method of payment. Get the following details from the guest in a community: time, date and how many hours for using the meeting room, no. of persons, if any equipment is needed, if drinks are to be provided, and the method of payment as well as the company’s name, contact no. Go over all the requirements to make sure nothing has been left out then quote a rate according to BC tariff sheet. Half an hour before the meeting starts, prepare the meeting room according to the guest’s request. Guide the guests to the booked meeting room when they come to the BC and serve the guests during the meeting. Ask the renter to sign and pay the bill, then post it to the computer. Clean the meeting room and reset up the meeting room according to the hotel standard.

Unit 4: Job Descriptions for Operators and Working Procedures
Answer and transfer the outside call Provide confidential service for the guest Screen the call for the guest Wake-up call service Handle fire alarms etc.

Answer and transfer the outside call Always answer the telephone within three rings. If the caller is from outside, greet the guest like this: “ Ninhao, XXX hotel, how may I help you?” in a clear, friendly and natural voice. If the caller is from inside the hotel, say “Ninhao, Operator Jessica speaking. How may I help you?”

If the outside caller wants to call somebody in , say, Sales & Marketing, respond like this: “Thank you for calling, I will transfer you to Mr. Wang in Sales & Marketing Department right now.” If you do not understand what the outside caller says, Repeat the number or department title for clarification. For example, “ What you want to call is XXXX, correct?” Or simply say, “Sorry, I did not hear you, would you please repeat the number?”

If the line is busy, say “ Sorry, the line is busy, would you like to leave a message or call back later?” If nobody answers the phone after we transfer it, “ Sorry, there is nobody answering the phone call, would you like to leave a message or call back later?” If somebody phones the hotel by mistake, respond Politely tell the caller, “ Sorry, you dialed a wrong number.”

If the outside caller wants us to transfer the call to our hotel guest, do as follows: Firstly, ask the caller for the guest’s name and room number. Then check the computer to see if the information provided by the caller is correct, also check if the guest requests confidential service. If the guest does not require confidential service, and the information is correct, you simply transfer the call to the guest’s room. If the guest does require confidential service, you tell the caller, “ Sorry, Sir /Madame, there is no such a guest in our hotel. ” Do not transfer the call to a confidential room.

What if the guest is not in the room? Suggest the caller leave a voice mail message. Reasons: This is more convenient for the caller, meanwhile it leaves you free to deal with other incoming calls.

How to take a message ? Ask the caller’s name, his/her company’s name, a contact number and the message itself. Repeat everything to make sure it is correct. Be sure to ask whether it is urgent or not. If it is, print the message and send it to the guest room immediately.

A telephone message slip To: Date: Department / Room No.: Time: From: Co. Name Tel No. Content Taken by :

Confidential service The hotel guest does not allow any calls to be put through to his room. Screen the call The hotel guest allows certain calls to be put through to his room. However the operator needs to check with the guest before transferring the calls.

How to provide Wake-up call service for the guest Remarks: A wake-up call is very important, it has to be exactly according to request, otherwise people will be late for the meetings, flights or appointments and it will reflect badly on the hotel.

Automatic wake-up calls Personal wake-up call
Ask the guest’s name, room no. and the time for wake-up call Repeat the facts and wish the guest a pleasant “ Good Night”. Note the details on the wake-up call record sheet Set the wake-up call time on the machine. At the correct time call the guest saying, “ Good Morning, Mr. /Mrs. This is your XXX hour wake-up call. Have a nice day!” Make a mark on the wake-up call record sheet to show it was done.

How to handle fire alarm calls Get the informer’s name. Confirm location with the informer. Record these information in the fire alarm record book. Call both the Fire Control Center in Security Department and Duty Manager who will go to the site immediately to check. Staff from Fire Control Center will give PABX the reason for the fire alarm which the operator will write carefully and completely on the record sheet. If the fire is serious and everybody must leave the hotel premises, follow the fire evacuation procedure set up by the hotel.

Chapter Three: Housekeeping Department (1)
Unit 1: Making a bed Unit 2: Cleaning the Guest Bathroom Unit 3: Cleaning the Guest Room and Pest Control Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room

Chapter 3: Housekeeping Department (1)
Chapter Objectives: Know how to make a bed Know the procedures in cleaning the guest bathroom Know the procedures in cleaning the guestroom Criteria in selecting the pesticide in pest control Know how to clean the public area Know how to do the carpet spot cleaning Know the procedure in cleaning the offices and locker rooms Grooming standard for hotel staff

Unit 1: Making a bed Items required in making a bed
A piece of clean sheet A clean quilt cover One or two pillow cases A clean bed spread etc.

Unit 1: Making a bed How to make a bed
Pull the bed away from the headboard and strip the bed Lay bottom sheet right side up Change quilt protector Put pillow(s) into the pillow case(s) and put them it in the middle near headboard Put bed cover/ spread Push the bed against the headboard and make sure all look tidy.

Unit 1: Making a bed Attention:
Take guest’s belongs off the bed and hang the guest’s clothes in the closet or fold them properly and place them on a table or a chair. The sheet and quilt must be stripped one by one to prevent wrapping guest’s clothing in them. Bed should be aired for a few minutes. Put quilt and pillows on a chair instead of carpet for hygiene reasons. Put soiled linen into the laundry bag.

Unit 1: Making a bed Change mattress pad if it is stained. Turn mattress according to schedule, usually once in a quarter, and record it if it is due. Before turning the mattress, remove any items on or near the bed to make sure nothing is broken. Notice the cleanliness of the mattress pad, change it if necessary. Make sure mattress is placed correctly on box to prevent damage. Regularly check mattress and bed spring box to see if they are correctly placed.

Unit 2: Cleaning the Guest Bathroom
Items required in cleaning the guest bathroom all-purpose cleaner sponge dry and damp cloths for dusting toilet bowl, bath tub, and floor (identified by the colors of cloth) brush basket gloves, and scrubbing pad

How to clean the guest bathroom Clean the basin, vanity top and mirrors Clean the bathtub Clean the shower stall Clean the toilet bowl Clean the bathroom floor

Remember to replenish the guest amenities such as toothbrush toothpaste comb glass soap body lotion shampoo shower cap, etc.

Unit 3: Cleaning the Guest Room and Pest Control
How to clean the guest room Draw the sheer curtains and black-out curtains Rubbish disposal Remove used linen and make bed Dusting Clean the bathroom Replenish supplies Vacuum the floor Self check Start cleaning the next guest room

Attention: Always clean the guest room in one direction, either clockwise or counter-clockwiseto eliminate criss-crossing the room.

II. Criteria in pesticide selection No odor ( or not fragrant odor) Highly effective Harmless to the human beings

Methods used in controlling pests Spray pesticide on floor and furniture surfaces. We only do this when guests are not present. Clean the surfaces after a waiting period. Leave the pesticide in certain areas where pests or insects are found. Machines that attract and kill the flies and mosquitoes are also effective. Rat-traps can be placed in certain areas where rats are known to be. Adhesive paper can be hung to catch flying insects in staff/storage places that are off limits to guests.

Definition of Public Area
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room Definition of Public Area It includes two parts, one is for the guest use and the other is for the staff use. The guest area is the lobby, guest lavatories, lifts and escalators, outlets, and banquet areas. The staff area is the entrance, elevators, and staircase used only by staff plus lockers and staff canteen.

Procedures in cleaning the hotel lobby
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room Procedures in cleaning the hotel lobby Empty and clean the standing ashtrays as well as the ashtrays spread around the lobby such as on the Duty Manager’s Desk and near the public telephone. Clean the entrance constantly throughout the day. If it snows or rains, put a foot mat or a piece of narrow carpet near the entrance so guests won’t slip on the wet surface and to protect the floor. Replace any furniture moved elsewhere by guests.

How to clean the guest lavatories
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room How to clean the guest lavatories Before entering guest lavatories to clean them, knock on the door and say “ Housekeeping”. If there is no reply, you may enter. If a guest is using the toilet, wait outside until it is vacant. Remember to place a plastic cone at the entrance while you are cleaning.

The procedure for cleaning public rest rooms:
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room The procedure for cleaning public rest rooms: Refill all soap dispenser and towel dispensers Empty all trash cans Use a cloth dipped in diluted disinfectant solution, damp wipe all fixtures such as mirror, pipes, faucets and dispensers. Spot clean cubicle partitions and door handles if necessary. Rinse cleaned surfaces, wringing the cloth under the tap as needed. Use the same diluted disinfectant, clean tops and bottoms of toilet seats and all exterior surfaces. Dry these surfaces with a soft cloth. Do the same for exterior surfaces of urinals, including pipes.

Use cleansers for the wash basins.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room Use cleansers for the wash basins. Do not use abrasives but clean toilet bowls and inside urinals with the appropriate detergent. Be careful not to drip on the floors or chrome parts. The solution must stay on the fixture for several minutes. For floors, use a very wet mop to apply disinfectant solution. Do not wring the mop, allow excessive solution to drip back into the bucket. Allow the floor to remain wet for several minutes to maximize the effectiveness of the solution. Use a squeegee, push excess solution toward the floor drain then rinse with clean water stored in a bucket with wringer.

Procedures in cleaning the outlets
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room Procedures in cleaning the outlets

Pull out tables and chairs, pick up crumbs on seats and under tables
Wipe seats, bar stools, and bar counters with proper cleaner. Leather stuff must be carefully cleaned and maintained periodically. Pick up large pieces of debris around each table before vacuuming to save wear and tear on vacuums. Vacuum around each table Wipe window frames or other surfaces, table posts, table legs, metal floor vents with a cloth damped with all-purpose cleaner

Wipe the hostess’ desk Clean the telephone sets Dust and polish metal chairs, paying particular attention to chrome parts, since the fingerprints can show easily Spot clean walls or any stains on the carpet. Clean the foot place or treadle or handle that opens the outlet door Polish foot rails Dust tables and chairs or any wood surfaces with a chemically treated cloth Use the vacuum to clean any staircases, accessories, decorations, or light fixtures.

How to do the carpet spot cleaning
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room How to do the carpet spot cleaning Start cleaning from outside rim to center with cloth and sponge. Do not use brushes because they damage the carpet piles. Use a sponge to absorb remaining detergent to avoid corroding and damaging the carpet. Always remember: no matter what stain you are removing, the last step is to comb the carpet using the hand brush or pile lifter to raise the pile up to its normal height.

Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
How to clean the office Start with picking up the trash and empty all trash bins, waste baskets and ashtrays. Wipe all trash bins, waste baskets and ashtrays with damp cloth. Wash them if necessary. Clean the windows. Do dusting Do vacuuming

How to clean the staff locker room
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room How to clean the staff locker room Items used in cleaning the staff locker room broom dust pan cloth mop toilet brush scrubbing pad toilet cleaner and all-purpose cleaner

Procedures in cleaning the staff locker room
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room Procedures in cleaning the staff locker room

Tidy up Clean shower areas Discard all rubbish Clean toilets Clean rubbish bins Clean urinals Clean walls Mop the floor Clean top of lockers Wipe the surface of lockers Report defects Clean mirrors Finish the scheduled cleaning Clean counter and basins

The detailed grooming standard for hotel staff
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room The detailed grooming standard for hotel staff Put on a clean uniform that has no buttons missing, damages or tears. Do not roll up the cuffs or sleeves. Change from a dirty, wrinkled uniform or one with body odor in the uniform room. Female staff wear skin color stockings and black shoes, male staff wear black socks and black shoes. Finger rings are limited to one ring per person, either engagement ring or marriage ring.

Keep fingernails short and clean. Do not polish nails during work.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room Female staff are not allowed to wear large or hanging earrings, bracelet or jewelry. Male staff’s hair should not reach his collar. Female staff’s long hair should be tied up, short hair should not reach her shoulder. All hair pins and clips should be black. Keep fingernails short and clean. Do not polish nails during work. Wear a name tag properly. If it looks old or breaks, change it in Human Resources Department.

Brush your teeth every day, especially after meals, for fresh breath.
Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room Attention: Take a shower every day. Brush your teeth every day, especially after meals, for fresh breath. Men must be cleanly shaven at all times. Wash your hands frequently, it is essential to do so after using the toilet and before meals.

Chapter Four: Housekeeping Department (2)
Unit 1: Providing Turn-down Service Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform Inventory Unit 3: Checking Room Status Unit 4: Handling Guest Laundry

Chapter Objectives: Know how to provide turn-down service for the guest Know to how to manage mini-bar beverage Know how to conduct linen and uniform inventory Know how to check room status Know how to handle guest laundry

Unit 1: Providing Turn-down Service
Procedure in providing turn-down service The first step is to rinse all used glasses in the wash basin with hot water and empty the rubbish bin. The second step is to turn down the bed as follows:

Fold bed cover and store it inside the luggage bench / cabinet. Take a quilt corner by the telephone side and fold into a triangle. Place pillow properly, smoothing creases. Pillow opening should not show up. Put breakfast menu card on folded quilt, parallel to pillows. Guest questionnaire goes on the folded quilt if guest is checking out the following day.

Place night card on top of the pillow in center. Put slippers near the bed. Close day and night draperies. Wash drinking glasses and tidy the bathroom. See that the shower curtain is inside the bath tub and the foot mat is near the bath tub. Replenish any used amenities. Fill ice bucket 1/2 full.

Have a look around to be sure everything is done before leaving the guest room. Leave entrance ceiling light and bedside table light on. If the guest is in the room, say, “ Good Night, Mr. or Mrs. XXX.” Fill the working report including in and out time, number of guest and note anything special. Mark down time of D.N.D. or guest refuse service ( G.R.S). Slip a “ Privacy Card” under the door.

Night Card The night card has well-wishing words like “ Hope you have sweet dreams” printed on it.

Privacy Card Words like “ We could not provide the turn-down service due to the DND, if you require this service later, please contact XXX No., we will be happy to assist you.” are on the Privacy Card.

How to manage mini-bar beverage
Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform Inventory How to manage mini-bar beverage Two copies are made for a mini-bar check. The first copy is for the guest and shows amount consumed. The second copy is left inside the mini-bar for stock replenishment. For consumption in a checked out room, fill in the check and hand the first copy to your supervisor, who will pass it on to Front Desk receptionist twice a day, noon and 16:00 hour, and staff there will handle it. At 2:00 am anybody on night shift will start to restock items on each floor.

Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform Inventory
There are two keys, one for the room attendant to take items out and put in the mini–bar in each guest room, the other key is for staff who restocks items in each floor pantry. As you check mini-bars, pay attention to the quality of the beverage date of manufacture, storage period and expiry date. If the quality is not up to the standard, inform the supervisor so he or she can handle it.

How to conduct linen inventory
Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform Inventory How to conduct linen inventory Linen inventory is conducted on monthly basis. The job is completed within one day. Linen is kept in one place, not moved from one area to another while being counted. Before inventory day, normally one day in advance, the laundry department distributes clean bedding / towels, etc. to linen storage place for each outlet according to the par level.

Each outlet is responsible for its own inventory.
Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform Inventory Each outlet is responsible for its own inventory. There are five parts to the count: each floor ( pantry + guest rooms), each outlet, health club, laundry, and general store. The laundry supervisor, in charge of linen and uniforms, submits a monthly inventory report to the Executive Housekeeper, Financial Controller and the General Manager.

How to conduct uniform inventory
Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform Inventory How to conduct uniform inventory Conducted on a monthly basis Closed system, uniforms are held in one place to ensure an accurate count Done in one day, normally takes 4-5 hours Relevant department heads keep track of costs for uniforms.

“One for one” principle in uniform management
Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform Inventory “One for one” principle in uniform management Staff get one clean shirt for a dirty one handed in to the Uniform Room; another aspect is that the same uniform can not be shared by two staff.

Unit 3: Checking Room Status
What to check ? Check vacant rooms Check out of order rooms Record the status on a daily room assignment sheet Check occupied rooms The room status shown on a computer screen must conform to the actual status

What if? How about a contradictory status? A guest room is listed VC, but maybe guest belongings are still in this room. Inform the Housekeeping coordinator. Then Duty Manager, and Assistant Housekeeper will check for a possible “ sleeper” or an incorrectly up-dated room status from the previous day’s work.

When you knock on a door of a VC room and suddenly a guest answers, Politely apologize for disturbing him/her; explain that you are conducting a daily room check and then excuse yourself. Do not run away from the guest.

When a VC room is found to be VD ( vacant and dirty), Call the Office Coordinator immediately to change the status.

The purpose of checking room status again and again, every two hours, is To ensure actual room status conforms with computer list.

Unit 4: Handling Guest Laundry
Procedures in handling guest laundry At about 10:00 A.M. every morning check all occupied rooms for laundry requests from guests. Mark down room number and name of guest and any special request on the laundry list. Write down your name and time of pick-up on the top right of the laundry list. Tie the laundry bag firmly to protect the guest’s belongings.

Do not put laundry just anywhere. It goes in the pantry then in the linen chute, at an outlet so the laundry staff can pick it up. The charge will be posted to the guest’s account by laundry staff. If a guest requests express service, contact Laundry Office to inform them of this. Confirm pick-up time with them. Clean laundry is put in the guest room according to instructions, such as hung in the closet, or folded and put on the table

Sample of laundry list XXX Hotel No. XXXXXX1 湿洗Laundry 干洗Dry Cleaning 熨衣Pressing 如需服务请按XXX NO For service, please press XXX No. 房号 Room No. 客人姓名 Guest Name 客人签名 Guest Signature 日期 Date 时间 Time AM/PM 上午/下午特别指示 Special instructions

普通服务：上午11：00前收取的衣物即日可送回 Same day service: collected by 11:00, delivered on the same day. 加快服务（四个小时）下午2点钟前收取的最后的衣物，即日可送回，百分之五十附加费。 Express Service (4 hours)， latest collection by 14:00, delivered on the same day. 50% surcharge. 熨衣服务早上七时至晚上六时，收衣一小时内送回。 Pressing service (1 hour) Pressing is available from 07:00 to 18:00. 隔夜熨衣于早晨八点中归还。 Overnight pressing returned by 08:00.

Guest Count 贵客点数 Hotel Count 酒店点数 Laundry Items 洗衣项目 Price RMB Laundry洗衣价格（RMB） Normal shirt 普通恤衫 Blouse 女装恤衫 Sport/T-shirts 运动衣/T恤 Jacket 外套 Dress 连衣裙 Skirt 短裙 Pants/Jeans 西裤/牛仔裤 Shorts 短裤 Pyjamas(2pcs) 睡衣裤（二件/套） Night Gown 睡袍 Undershirt 内衣 Underpants 内裤 Socks/Stockings (Pair) 短袜（每对） Handkerchief 手帕

Dry Cleaning / Pressing Items
Guest Count 贵客点数 Hotel Count 酒店点数 Dry Cleaning / Pressing Items 干洗/熨衣 Price RMB 价格（RMB） Dry Cleaning 干洗 Pressing 熨衣 Suit (2 pieces) 西装（二件/套） Jacket / coat 外套 Slacks / pants 西裤 Shirt / blouse 恤衫 Skirt 短裙 Skirt ( full pleated) 打摺短裙 Dress 连衣裙 Dress (evening)/ Tuxedo 晚礼服 Vest 背心 Sweater 毛线衣/羊毛衫 Tie / scarf 领带/纱巾 Overcoat / long coat 大衣 Shirts return □ On hanger □ Starch □ Folded 衬衫交回挂起浆折叠 Plus 15% surcharge 加收15%服务费 Total amount 总计

Remarks: Should the list be omitted or not itemized, the hotel count will be taken as correct. All laundry / valet/dry cleaning is accepted by the hotel at owner’s risk. While the utmost care will be exercised by the Hotel. The liability of the Hotel is limited to Ten times the value of the laundry/ valet/dry cleaning charges. The Hotel shall not be responsible for any further loss or damage howsoover arising. Shirts will be folded and blouses will be on hanger unless otherwise requested.

说明：如客人未填写衣物数量，将以本饭店所计数量为准。本饭店若在正确的洗涤操作下若造成衣物的任何损坏，最高赔偿额不超过衣物洗熨单价的10倍。衣物上的装饰品和衣兜里的物品损坏或遗失，饭店概不负责。送还衣物时，除非有特殊要求，否则男衬衫将以折叠方式送回，女式衬衫将挂架送。

Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Unit 2: Handling the Daily Work Report Unit 3: Handling Lost and Found Unit 4: Scheduling Guest Room Maintenance

Chapter Objectives: Master categories of keys in a hotel Job descriptions for an Order Taker How to handle the Daily Work Report How to handle Lost and Found Reasons in scheduling guest room maintenance

Categories of keys in a hotel
Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Categories of keys in a hotel The first category is MKA (紧急万能钥匙)，which can open all guest rooms, including double-locked rooms, from both inside and outside. Normally only General Manager and Duty Manager have control of MKA. The second category is MKB (总万能钥匙)， which can open all guest rooms excluding double-locked rooms. The Assistant General Manager, Director of Rooms or Executive Housekeeper and Floor Supervisor will have these keys.

Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker
The third category is Area Master Key (区域万能钥匙)， which can be held by Floor Team Leaders and a room attendant for afternoon shift. The last category is the floor master key ( 楼层万能钥匙)， which room attendants have on any shift.

How to manage a master key if you are a room attendant?
Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker How to manage a master key if you are a room attendant? Make sure that the floor number, date and your signature is properly put in the record book to be sure no one else has signed out the same key. Put it in your trouser pocket while working. If you have any magnetic items or hard items in your pocket, move them to another pocket.

Do not lend your keys to anyone after you signed them out.
Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Be careful not to bend or break the keys, but if that happens, inform the order taker or your supervisor. Do not lend your keys to anyone after you signed them out. After finishing your shift, sign in the key in the Housekeeping office. Write the time, date, and your floor number in the record book. Then you can leave the hotel for home.

Job descriptions for an Order Taker
Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Job descriptions for an Order Taker Ensure guest satisfaction, that is, handle guest’s request promptly; Communicate effectively by taking requests, writing them in certain log books and passing messages to relevant people or doing the follow-up job as well;

Be flexible and willing to do other jobs assigned from time to time
Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Keep accurate record books. For example, in Housekeeping, note down necessary information, be responsible for receiving lost and found items, record situations about pest control, keep track of the number of pagers and their latest status, release and record master keys distribution, keep reports about discrepancy rooms, follow-up with the baby-sitter service, and so on. Fill in flower order request form and make necessary arrangements with florist. Be flexible and willing to do other jobs assigned from time to time

Sample of flower order request form
Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Sample of flower order request form Date Guest Name/ Staff Name Room No./ Department Time or Needed VIP Code Rate Flower Type Cost Handled By Remarks

Who will usually call Order Taker to request flowers?
Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Who will usually call Order Taker to request flowers? Floor attendant upon guest’s request, guests themselves, Food & Beverage staff, Sales & Marketing staff, Duty Manager.

Unit 2: Handling the Daily Work Report
How to handle Daily Work Report as a staff on AM shift Fill the report accurately and as soon as you start your shift to include: “Time in” and “ time out” or the shift you work. Physical room status after the room is cleaned. Actual number of guests in your area. Items on loan to the guest.

Welcome amenities, namely, put special amenities such as flower basket, bottle of red wine, fruits or welcome chocolate according to VIP Code, different levels of VIP do not have the same amenities. Different hotels have different special amenities for their VIP members. Any missing items in the guest rooms D.N.D , G.R.S, Sleep out and Skip. Every day at 16:00 hour, physical status of room checking.

At the end of your shift, your Supervisor collects the report and gives it to Housekeeping Office.

VIP categories and coding system

VIP 等级以及代码目的：制订此程序方针的目的在于确保酒店对客服务保持一致性，为酒店的贵宾赠品配送提供统一规范的标准。程序：根据客人的重要程度，把VIP客人分为A、B、C三类。 1 A级标准：政府官员、大集团总经理以上，协议价使用行政套房的客人。 1．2 B级标准：经理、媒介、演艺界明星、市政府、酒店同行、协议价使用套房的客人； 1．3 C级标准：回头客、长住客、大型活动的协调人。 1、根据客人的重要程度，把VIP客人分为A.B.C三类。 2. VIP赠品等级需总经理、副总、部门总监以及经理签字方可赠送： 2．1 A级VIP赠品需总经理签字； 2．2 B级VIP赠品需副总经理、销售总监和房务总监签字； 2．3 C级VIP赠品需销售经理、前厅部经理签字。 3、控制成本。 4、接待VIP客人 4．1 A级VIP客人由总经理、副总、销售总监和房务总监在前台接待给客人做房间登记入住时陪同接待； 4．2 B级VIP客人由总监级以下的部门经理在前台接待给客人做房间登记入住时陪同接待； 4. 3 C级VIP客人由大堂副理在前台接待给客人做房间登记入住时陪同接待。 5、所有VIP房间每日都加送XXX当地日报。备注：后附果篮等级标准

果篮等级 A 级名称单位数量单价（元/斤）合计金额（元）香蕉个 2 苹果 1 橙子橘子葡萄斤 0.7 猕猴桃红酒
瓶小吃碟点心总成本

B 级名称单位数量单价（元/斤）合计金额（元）香蕉个 2 苹果 1 橙子橘子葡萄斤 0.7 猕猴桃点心碟总成本

C 级名称单位数量单价（元/斤）合计金额（元）香蕉个 1 苹果橙子橘子 2 葡萄斤 0.7 总成本

How to handle Daily Work Report as a staff on PM shift Clean the corridors of guest floors by vacuuming the carpet, dusting the pictures and wiping picture glass Clean staff staircases and staff elevators Clean guest elevators and standing ashtrays

Provide turn-down service for both occupied rooms and new arrivals. For newcomers, note down the time of turn-down service and change the room status as well. Check VC rooms. Both occupied rooms and rooms with VC status are checked at this time to ensure that everything is running smoothly according to our standard. Remember to fill in the reports properly and hand them in to the supervisor before a room attendant finishes the duty at 22:00 hour.

Unit 3: Handling Lost and Found
How to handle Lost and Found items Hand in any lost and found items to Housekeeping staff who are in charge of this issue. They will record it and keep it in a special place. If you can not leave your post just then, inform Housekeeping Office so they can send somebody to get it. Fill in the lost and found record. For items found in staff areas, Housekeeping Department will inform Human Resources Department, who will put a message on the staff notice board so the loser will know where it is.

Sample of a Lost and Found record Lost and Found Record Date: Time: Room No.: Location: Description of the item: ______________________________________________________________ Finder’s information HSKP Verification Name: Handled by: Department: Returned by:

Guidelines for disposing of lost and found items which nobody claims General items are kept for three months then are donated to the finder. Valuable items are kept for six months then the General Manager decides what to do with them. Unopened beverages bought outside the hotel, and other non-hotel stuff, are kept for three months then given to the finder. Beverages provided by the hotel, no matter whether they are opened or unopened, are returned to Food & Beverage Department. Opened bottles are kept one week then poured down the drain. Opened food packages are keep three days then thrown away.

How are items recorded and handled in the Lost and Found section? Everything needs to be: Verified; Checked against a Lost and Found Record; Given a number according to sequence; Recorded on the Master Lost and Found Record

Owners may be looking for lost belongings so items should be recorded and kept right away. Be careful to put on a label properly, then it is easier to read. Recording is normally done by the Coordinator or the Supervisor, while the Housekeeping Manager’s job is to put them in Lost and Found. Only Supervisors and Housekeeping Manager have access to this area.

A guest is not allowed access to the Lost and Found section. Clothes like shirts, shorts, underwear, are recorded first and sent to Laundry for washing, then placed accordingly. Items are kept and stored logically according to day and month. The label should be facing outside for easy retrieval.

Sample master lost and found record Date 日期 Location 地点 Guest Name 客人姓 Detailed Description 物品详细描述 Finder 捡拾者 Recorded by 记录者 No. 号码 Claimed by 提取者提取日期 Issued by 发放者 Remarks 备注

Date 日期 Room No. 房间号 No. 编号 Description for the item 遗留物品名称 Sent by 客房部送物人 Received by 洗衣房接受人 Returning Date 送还日期送物人 Received by客房部接收人 Remarks 备注

Unit 4: Scheduling Guest Room Maintenance
What areas does scheduling work cover? weekly duty roster monthly linen inventory and guest room general cleaning quarterly guest room furniture inventory maintenance scheduling and guest room general cleaning, both done on a yearly basis

Reasons for doing careful and detailed planning work ensure enough employees are on duty to provide satisfactory service for our guests, expand the life of our furniture and fixtures, control the cost of linen thus maximize profit, improve and maintaining cleanliness of guest rooms, and above all, provide a clean, comfortable and high-standard environment in the hotel.

How to do guest room maintenance work? It’s according to plan. Arrange for specific staff to be in charge of preparing necessary tools and cleaning detergents. Start work. Communicate with Engineering and Front Desk about each room status to ensure the hotel has sufficient room categories to rent every day. The rooms are blocked and released accordingly.

Engineering Department and Housekeeping do maintenance together, pay attention to the room category. Another factor the Housekeeping Dept. needs to consider is occupancy. If it is too high, the maintenance job has to be postponed. Another reason the Housekeeping Dept. needs to communicate with Front Desk and Engineering is to give them time to prepare for certain jobs.

Chapter Six: Food & Beverage Department (1)
Unit 1: Serving Breakfast in a Chinese Restaurant Unit 2: Serving Chinese Lunch Unit 3: Serving Chinese Dinner Unit 4: Private Dining Room (PDR) Service

Chapter 6: Food & Beverage Department (1)
Chapter Objectives: How to set up breakfast table in a Chinese Restaurant How to serve guests during the meal How to set up lunch table in a Chinese Restaurant How to take orders The sequence in serving dishes How to close the outlet How to prepare the Private Dining Room How to do fish portioning

Unit 1: Serving Breakfast in a Chinese Restaurant
How to open the outlet Get the key from Front Desk or Security Department. Open the outlet and turn on the lights. Walk around to check that the lights, tables, chairs, and all equipments are in good condition. In case of damaged furniture and equipment, contact Engineering Department.

How to set up breakfast table in a Chinese Restaurant Place the bone plate one inch from table edge with soya dish above it. Put chopsticks holder on right hand side then the tea cup on the tea saucer to the right of the holder. Shark’s fin bowl and spoon inside with the handle facing left go to the left side of bone plate. Put an ashtray, toothpick holder, and flower vase at center of the table. The dimsum menu goes around the ashtray and toothpick holder, covering them so guests can’t see them when they approach the table. Turn the contents of the menu facing outside.

No. of captain orders and its respective usage 4 copies: first copy is for kitchen, second for cashier, third for pantry and last for the outlet.

How to remove ashtrays Remove ashtrays if there are two cigarette butts in them. Put several clean ashtrays on a tray. Place a clean one on top of a dirty one and remove both from the table. Leave the bottom dirty one on the tray, return the clean one to the table.

How to serve guests during a meal Remove ashtrays if there are two cigarette butts in them. Pour tea into cups from guest’s right hand side. Start from the oldest person or main guest or person of highest rank then move clockwise. Change the guests’ hot towels when dirty.

How to load the rectangular tray to reduce breakage and improve efficiency Stack things of similar size together to carry more at once; Place fragile and small items such as glassware and spoons along one edge of tray; Put big items such as plates, empty bottles along opposite side then carry the tray with heavy side closest to your body.

Unit 2: Serving Chinese Lunch
Lunch table set-up Place a Lazy Susan stand and glass top in the center of the table. Clean it with glass detergent and cloth. Each place setting is laid out the same as for dimsum plus a silver spoon beside the chopsticks to the left. Put ashtrays, toothpick holder and flower vase in the table center as well as soya holder and vinegar holder. The menu goes around the ashtray and toothpicks with logo facing outward.

A divided dish and a plate with snacks go between vinegar holder and soya dish that is in front of the bone plate. Chili sauce and mustard are inside the divided dish. Put one bottle of wine/ liquor near an ashtray if the outlet is promoting a certain beverage at the moment. Place folded napkin on each bone plate. Chairs are set around the table, one for each plate.

Contents of daily briefing Daily special Items which are not available for the day Hotel information such as what events are being held in the hotel that day Hotel VIP guests’ names Previous (10) day’s revenue Daily training items Follow-up jobs

How to taker orders Take drink orders first Use the Captain Order, notebook or computer to record guests’ decisions, meanwhile Repeat everything to make sure it is correct

How to serve dishes during lunch Generally, dimsum is first, then cold dishe; soup; hot dishes such as sweet and sour pork with pineapple, or stir-fried beef; whole fish;

chicken; green vegetables such as bean curd and broccoli ; rice or noodles, including fried rice and dumplings; fruit is last course. This is for Cantonese cuisine served in this order to guests from southern China. If guests are from northern China, the staff serve dimsum last because northerners like to eat them instead of rice or noodles.

Unit 3: Serving Chinese Dinner
The last order time Around 21:50 hour.

How to close the outlet Place the dirty glassware, chinaware, etc in stewarding and clean them as well. After cleaning, store them properly in the cabinets. Make a list of dirty linen to be washed in Laundry in the record book so next morning staff can replace the linen. Write any follow-up jobs in the log book such as flowers, birthday cake or special parties. Switch off all air-conditioners, lights, TV sets. Take hot towels out of the towel heater. Check for belongings left behind in our outlet. If there is, note down in the log book so your colleagues can trace the guests to return them.

Put out any lit cigarette butts in ashtrays. Switch off the gas stoves. Lock all cabinets and storage places. Lock the gate of our outlet as you leave. The outlet manager or supervisor will send the key to Front Desk or Security Department according to hotel regulations. Send the log book to Room Service or F&B office.

Unit 4: Private Dining Room (PDR) Service
How to prepare the PDR PDR is set up as per request such as: number of guests, table and seating arrangements, tabletop requirements. If the guest’s history has been recorded, it will state his/ her likes, dislikes and special requirements. Use that as a guide. Special requirements may include certain table decorations, a baby chair, a wine basket or warmer Chinese wine, vegetarian menu with no pork, no lard, preference for rock sugar. Provide one menu for three to four people. When the menu has been selected by the host guest, place it on the table.

Have all condiments and sauces ready according to the menu. Service staff assigned to PDR check whether the kitchen is in order, ready for service. The manager introduces himself/herself to the host or organizer and finds out what kind of party is to be held. The service staff must know who the host/organizer is, who the guest of honour is and how they should be addressed. Service staff check whether wines/ liquors/beverage displayed inside the service bar meet the host’s requirements.

How to do fish portioning Before serving a whole fish, pre-set small bowls with spoons, one per guest, at the service station. Also have two additional bone plates ready to lay the fish head and tail ( 1/2 fish head and 1/2 fish tail on each plate). When serving PDR guests, put the fish on the table with fish head facing the guest of honour. Politely ask the host if he/she prefers the fish to be portioned. If yes, take the fish to the service cart or service station after showing it to everyone, especially the host and guest of honour.

Move spring onion and ginger onto a side of the plate. Cut in the middle of the fish and move the meat to both sides. If the guest wants the fish to be deboned, cut off the head and tail first then remove the big bone carefully and put it on a bone plate. Be sure there is no meat left on the bone. Cut meat into equal portions according to number of guests, put it into the pre-set small bowls with a little spring onion, ginger and soya sauce on top then serve. Serve the fish head and tail to the guest of honor and the host

The frequency in changing hot towels during a meal Hot towels need to be changed at least two or three times for PDR guests.

Unit 1: Breakfast Buffet in a Western Restaurant Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant Unit 3: Serving A-La-Carte in a Western Restaurant Unit 4: Handling Guest Complaints

Chapter Objectives: Mise-en-place for breakfast buffet in a Western Restaurant How to set up lunch/dinner table in a Western Restaurant How to serve guests during the meal The sequence in serving a-la-carte in a Western Restaurant Reasons for guests to make complaints How to handle a guest’s complaint Tips conducive to staff in handling complaints

Unit 1: Breakfast Buffet in a Western Restaurant
Mise-en-place for breakfast buffet in a Western Restaurant Get the outlet key from Security Department or Front Desk. Open the door, turn on the lights, check if lights, tables, chairs or any equipment need maintenance. Put coffee beans into the coffee machine, switch it on then place a coffee jug or tea pot ready to catch brewed liquid. Put ice into the ice bucket. Switch on the fruit squeezer. Get the stove ready for making omelets.

Unit 1: Breakfast Buffet in a Western Restaurant
How to serve breakfast buffet? Take away soiled plates promptly, Pay attention to the dirty ashtrays, Change sets of fork and knife if necessary. (Please note there is no candle for breakfast set-up.)

Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant
How to set up lunch /dinner buffet in a Western Restaurant Place the fork 2cm from edge of table. Knife is 8 inches away, parallel to fork. Spoon goes to the right side of the knife. Put BB ( bread and butter) plate next to fork. Water goblet is 1 inch away from and in front of the knife. Coffee cup is placed on a saucer with the handle at 5 o’clock and a teaspoon next to the handle.

Vase with flowers goes in the center of table. Place salt and pepper shaker 1 inch from flower vase. Sugar bowl is also 1 inch away from flower vase. Don’t forget an ashtray in the center of table. Folded napkins go between fork and knife. Arrange chairs around the table, one for each napkin.

How to serve guests during the meal? Pull chairs out for guests when they arrive. Take the drink order starting with the lady then move clockwise. When guests go to pick up food, staff can assist guests, perhaps by putting food on their plates when necessary etc. Help guests carry dishes to the table if they have two plates.

Unfold the napkin for the guest, touching a minimum of it, edges only. Stand on right hand side of the guest. “ Enjoy your meal please, Sir / Madam.” If you know the guest’s name, make sure to address him by name. Leave the table discreetly. Take away the soiled plates as soon as possible, changing bread and butter plates frequently if guests eat seafood.

Fold napkins and put them on the table if guests leave to pick up more food. Change cutlery after salad before main course, then again change cutlery to dessert fork and knife before guests have dessert. Upsell a second drink, i.e. coffee or tea with dessert. Help carry seafood if guests order from the show kitchen.

How to close the outlet Clear and reset the tables for breakfast Switch off lights, coffee machines, and other equipments. Lock the door and send the key to Security Department or Front Desk in some hotels. Remember to send the log book to F&B office.

Unit 3: Serving A-La-Carte in a Western Restaurant
How to serve a-la-carte Service sequence is: appetizer, soup, salad, main dish and dessert. Before you pick up an order from the kitchen, check everything carefully, that it is the correct dish for that table and person, that the accompanying sauce or dressing goes with that order. Serve hot food on a warmed plate, cold food on a chilled plate.

Unit 3: Serving A-La-Carte in a Western Restaurant
Use the oval tray to carry more dishes at the same time. Say the name of dish as you present it to the guests. Take away soiled plates and change cutlery for each course. Do not forget to say “ Enjoy your meal, Sir or Madam” after you finish serving.

Unit 4: Handling Guest Complaints
Reasons for guests to make complaints Needs of our guests have not been met. We have not worked to our own standard. Delayed orders, guests are impatient. Wrong order was served. Billing was incorrect. Not enough attention paid to guests. We give false promises. Mix-up in reservations. Poor food hygiene. Guests are in bad mood/having a bad day.

How to handle guests’ complaints First step is to allow guests to blow off their steam. Listen attentively and never interrupt the speaker. Second step is to clarify facts so you can identify the problem. Third step is to summarize the situation and offer alternatives as a solution. Last step is to say what you intend to do. Ask the guest for feedback about your plans, he may have a better idea/solution. Then you take action. Thank guests for bringing this matter to your attention. Remember: promise only what you can do.

Do’s and don’ts in handling complaints Do listen carefully, do not panic and do not interrupt, let the speaker finish his or her complaint. Do accept his or her feelings with empathy. Do clarify the complaint by repeating it back in your own words, then ask what the guest would like you to do. At this stage, be non-committed. Take action if you can. Thank the guest for bringing this matter to you. Do not argue, saying “it is your mistake, not mine”.

Do not offer excuses like “ I have a bad headache”. Do not blame others, “ it is my colleague’s fault”. Do not take it personally, “why are you pointing finger at me?” Do not make the customer feel small, “no one else complains. Why do you?” Do not make false promises, “ I am sure that my manager will agree with you and give you 50% discount.” Do not ignore or brush off a complaint.

Tips conducive to staff in handling guests’ complaints Ignore personal remarks and insults as the guest is mad with the hotel, not with you. Tell guests that you will help if they give you a chance. Listen carefully, ask questions so you understand the problem. Remember that you can not help if you have no facts. Apologize when you know the hotel is at fault. Try to remain calm at all times. Be honest as you handle the situation.

Unit 1: Room Service Unit 2: Setting-up a Banquet Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge Unit 4: Outlets Communication with Kitchen and Stewarding

Chapter Objectives: How to provide Room Service Mise-en-place coffee break How to set up boardroom style banquet How to take beverage, dessert orders and place them What issues do outlets need to communicate with Kitchen and Stewarding

Unit 1: Room Service Who collects the doorknob menus?
The security patrol collects them at 02:00 hour and 05:00 hour every morning on each guest floor. They verify room number and time food needs to be served. If the room no. is missing, security should fill it in.

Unit 1: Room Service How to provide Room Service
Twenty minutes before delivery, staff sets up items on a pre-set tray / trolley. The standard is just like the table set-up in a western restaurant. Start at the earliest request time, keep delivering until finished. Staff should announce “ Room Service” before entering the guest room. Set the tray down according to a guest’s request.

Unit 1: Room Service Present the bill and ask the guest to sign it.
As the Room Service staff leaves the guest room, says something like “I wish you an enjoyable meal.” Back at Room Service, give the bill to Order Taker who will post it to the guest’s account. Remove the tray upon guest’s instruction or room attendant’s call.

Unit 2: Setting-up a Banquet
Styles in setting up banquet rooms Classroom style, board room style, theater style and U-shape hollow square and etc.

Mise-en-place coffee break Have enough oblong tables for the number of people attending and cover them with table cloths. Get coffee, tea, and milk jugs and arrange them nicely on the table. Get the Bread and Butter ( BB) plates. Place coffee cups and saucers next to BB plates. Hot water goes on top of the trolley and decanters under its shelf. Put an oval tray on the tray stand next to the table for dirty dishes. Set up number of tables needed. Look at table cloths for cleanliness and good repair. Get skirting from the banquet store and check their condition.

Lay out the tablecloth smoothly and fold it in properly. Skirt sides of tables, iron them with a skirting iron. Set saucers in a straight line of five each, leave space at center of table. Place cups on saucers with handle at 5 o’clock position. Set teaspoons at right hand side of cups. Check condition of warmer, tape its electric cord down so nothing can catch on it and cause an accident. Place it at center of table. Sugar bowls go in front of warmer. White sugar, raw sugar and diet sugar are put into separate bowls.

How to set up boardroom style banquet Set up tables in the center of the room. Get skirting from the banquet store, check their conditions, attach with pins or skirting clips, iron with a skirting iron. Check tablecloths, cover tables, iron wrinkles with a regular iron. Arrange chairs in a straight row along edge of table. Get foolscap paper and pencils from the banquet office.

Put a paper on table in front of each chair with pencils to the right showing hotel logo. Set goblets in front of foolscap paper. Set water pitcher underliner in center. Use a dessert plate and small paper napkin to make an underliner. Set water pitcher in center of table. Use two sherbet glasses together with saucer as an underliner for sweets.

Put sweets in one glass, leave another empty, put both to right of dessert plate. A clean ashtray goes to left of dessert plate. Put a floral centerpiece in middle of table. Place whiteboard at front of room in center. Three marker pens of different colors (blue, red and black) and eraser are put on slot of the whiteboard.

Reception table with a floral centerpiece is set outside next to entrance. Don’t forget to iron its table cloth and skirting as well. Post this event at the banquet office in a prominent place so every staff can see it.

Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge
How to take beverage, dessert orders and place them Open the drink list, present it to the guest from his / her right hand side. Observe sequence of “lady first, and VIP first”, begin with them. Try suggestive selling. Repeat it the order. Place appropriate cutlery and napkin.

Serve lady and VIP first from their right. Drinks are put on their right hand side. Place snacks to left of drinks. Turn cut section of cake toward guests.

How to serve guests Stand a little distance away in an appropriate place, ready to give service, such as: Replace dirty ashtrays with a clean one. When table becomes dirty, stand on right hand side of the guest, bend over and say “Excuse me, may I clean your table?” Serve a toothpick holder upon request, put it on the table in front of guest who asked for it.

Unit 4: Outlets Communication with Kitchen and Stewarding
What issues do outlets need to communicate with Kitchen When a cake is ordered for a birthday party, Service staff give pastry staff details such as the weight, ingredients and style. When the event order for a function has been decided, kitchen staff should be told what to prepare by Order Taker. For special requests on the order, say, vegetarian food only, Service staff should tell kitchen. The available list When there is new promotion, both kitchen and service staff need to know. If there is a complaint about food, for example, not enough flavor or too salty, Kitchen should be informed by servers.

Unit 4: Outlets Communication with Kitchen and Stewarding
What issues do outlets need to communicate with Stewarding For banquets, Stewarding needs to know how many are attending to prepare sufficient chinaware, glassware, and silverware. They use the same figures to have enough hands available for clean up. If chinaware is not up to standard in an outlet, Stewarding is called to rinse and clean them thoroughly with detergent.

Chapter 9: Security Department
Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire Situation Unit 2: Preventing Theft Unit 3: Patrolling in the Hotel Unit 4: Job Descriptions for Fire Control Center staff

Chapter 9: Security Department
Chapter Objectives: Safety and fire prevention guidelines in the hotel How to deal with the fire situation What do Security staff need to do when patrolling the hotel Job descriptions for Fire Control Center staff

Guidelines for safety and fire prevention in the hotel
Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire Situation Guidelines for safety and fire prevention in the hotel Prevention is from two aspects. One is about guests. For example, guests are not allowed to bring the inflammable or explosive materials onto hotel premises. They are forbidden to smoke in bed or use an electric stove inside their room. The other aspect is about the hotel itself.

Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire Situation
No department can install temporary electrical wires without approval from Security. Once approved, it must be properly done by Engineering. When we have to use dangerous items like latex, gasoline, alcohol and paint, we are very careful that they are not used close to a fire source. Leftovers of the above items must be stored properly. When we have to use a fire, Security Department is informed and sufficient fire extinguishers must be ready around this area.

Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire Situation
Items in hotel storage are kept according fire prevention rules, such as they cannot be put adjacent to anything that creates heat (ex. Lights) and fire exits must be provided. Hotel employees can only smoke in a designated area or they will be punished according to the Staff Handbook. Any employee who spots a fire should immediately report it to the Fire Control Center in Security Department.

What areas does Security staff usually check to prevent fires?
Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire Situation What areas does Security staff usually check to prevent fires? Boiler room Transformer station Elevator cage Air-con room Satellite Receiving place, etc.

In case of fire, how does Security staff handle it?
Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire Situation In case of fire, how does Security staff handle it? Once a fire incident is confirmed by Duty Manager and Security staff /Assistant Executive Housekeeper, they’ll inform their superiors immediately if unable to put out the fire with extinguishers. In a really serious situation, the Fire Department will be called. In the meantime, the internal fire alarming system and command system will be initiated. The smoke exhaust system should be on. Evacuate guests and hotel employees to a safe place via fire exits.

Remember to never use elevators once there is a fire.
Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire Situation Remember to never use elevators once there is a fire. Move valuables and explosive items to a safe place. When firemen arrive at the hotel, they need to be briefed about the situation so Security staff will work with them. Guests and employees cannot return to the hotel without permission.

Unit 2: Preventing Theft
What can the hotel staff do to prevent theft? Front Desk staff locks safe boxes securely and opens them with a guest present. The hotel has special electronic locks to protect both hotel and guests’ property. Housekeeping Staff should have a good control of the room keys. Room Attendants always take keys with them, don’t entrust them to other’s care. Security staff enforces patrol work. Being alert when patrolling the hotel is important. If suspects are found, staff questions them and send them to the police station if an act of crime is confirmed. If unconfirmed but still suspicious, they report it to the police and wait for further instructions

If a guest claims something valuable is missing, how does Security staff handle it? Security staff responsible for this kind of issue will work with the Duty Manager, and Assistant Executive Housekeeper. Security staff will lead an investigation, for example, they will look on the computer to find out who may have entered the guest room during certain periods of time. Various Room Attendants on duty will be asked questions.

If an investigation shows that the hotel staff has nothing to do with the case, the above-mentioned people can help the guest to recall where he has been, which people have come to his room. If there is still no result, police will be phoned so they can take over this case. The hotel will assist police and guests whenever possible. An incident report will be filled in for the hotel’s reference

Sample Incident Report Date Time Location Room No. Manager on Duty Duty Manager / Asst. Manager Security on Duty Guest Name Sex Nationality Security be Reported (Date) Passport No./ ID No. Guest Contact No. Security be Reported (Time) Guest Permanent Address: Description Actions taken Follow-up work Supporting documents Pictures if necessary Guest signature Security Signature Police Signature

Unit 3: Patrolling in the Hotel
What does Security staff need to do when patrolling the hotel? Each and every security staff must be highly alert when they patrol the hotel. Once suspects are found, staff ask why they are there, and report abnormal situations immediately. While on duty, they fill in a patrol work sheet, carefully noting problems. They report these problems to relevant departments to be solved. Apartments, offices and guest rooms are checked for properly locked doors, or if they enter these rooms, they lock doors after they make sure everything is okay. Security staff are not allowed to enter guest rooms alone.

If they find people quarreling/fighting, or drunkards making trouble, they will try all means to stop it then report the case to their superior immediately. If windows/doors in some offices are open/unlocked at night, first they need to see if anything unusual has happened or if any people are inside, they close windows and lock doors. On the following day, they report the situation so the office can be more careful next time . If street girls are found lingering on guest floors at night, even disturbing guests, they will question them, ask them to leave, report this to their superior rightaway. Security staff in charge of fire prevention check each guest floor on a daily basis.

When Security staff checks each guest floor, what is his focus? They focus on the status of fire facilities and watch that guests are not using fire inside rooms. They look at the condition of corridor lights and exit lights. They see whether exits are blocked or not. If blocked, items are removed then relevant departments are informed.

Unit 4: Job Descriptions for Fire Control Center staff
Main responsibilities for Fire Control Center staff There are five main aspects: Center is on duty 24 hours a day. Staff needs to be familiar with various types of firefighting equipments, do small troubleshoot work. Go to fire sites to verify location, report such alarms. Know how to monitor situations displayed on screens, report to their superior once a problem arises.

Unit 4: Job Descriptions for Fire Control Center staff
Handle an alarm according to procedures set up by Security Department. Once a fire occurs, calmly activate various systems that put out and control flames. Test equipments as required, keep notes on operational status of all.

Chapter 10: Sales & Marketing Department
Unit 1: Handling Reservation Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers Unit 3: Following up a Sales Call Unit 4: Handling Visiting Patrons

Chapter 10: Sales & Marketing Department
Chapter Objectives: Job responsibilities for Reservation staff Reservation form How to prepare for a sales call How to make presentation during a sales call Follow up a sales call How to handle a visitor

Unit 1: Handling Reservation
Job responsibilities for Reservation staff answer questions on the telephone or to a person at the desk, reserve rooms for specified (1) dates, send faxes to guests to confirm (2) booked rooms, produce reports of their work for the management etc..

Reservation form

订房单 Room Reservation Form 预订取消更改 □ Reservation □ Cancellation □ Amendment 先生/太太/小姐 Mr. / Mrs./Miss 入住日期航班号/预计抵达时间 Arrival Date __________ Flight No./ETA_______________ 离店日期航班号/预计离开时间 Departure Date________ Flight No./ ETD______________ 房数房类 No. of Rooms _________ Room Type________________ 入住人数房价 No. of Person (s)______Room Rate_________________ 备注 Remarks:__________________________________

订房人电话 Booked by__________ Tel: __________________ 公司名称 Company Name________________________________ 礼遇品贵宾 Amenities_________ VIP □ yes □ No 确认书 Confirmation □ yes □ No 经办人日期 Taken by___________ Date___________________ 批准人日期 Approved by__________ Date___________________ 输入人日期 Key in by_____________ Date__________________

III. Group Instruction Form

□New Booking 新预订 □Amendment 更改 □Cancellation 取消
Group Instruction 团队指令 □New Booking 新预订 □Amendment 更改 □Cancellation 取消 Group Name 团名_______________ Group Code 团号 Local Travel Agency 本地旅行社__________Nationality 国籍 Arrival Date 抵店日期___________ Carrier交通工具_____ETA抵达时间 Departure Date离店日期_________ Carrier交通工具____ ETD离开时间 Room Requirements房间要求 Single单人房__________________ Room Rate房价_______ Twin 双人房_______________ Room Rate房价_______ Triple三人房________________ Room Rate房价_______ Total No. of Pax 总人数________ Deposit定金______________ Complimentary Room 免费房_______ Commission 佣金____ Tour Guide Bed 陪同床__________ Rate 价格_________

Meals Requirements 用餐要求
Date日期 Time时间 Breakfast早餐 Lunch中餐 Dinner晚餐 Venue地点 Pax人数 Rate餐价 Payment Instructions 付款指令 Remarks备注: Issued by 发件人: Date 日期： White Copy/ FO Pink One/Sales Office Green One/F&B Yellow One /Accounting 白联前厅部粉联营销部绿联餐饮部黄联财务部

Property knowledge includes
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers Property knowledge includes General description, such as location, history and layout. Types of guestrooms, special rooms, sizes, amenities, security. F&B: number of outlets, business hours, menus, seating capacity, types of seating, special promotions.

Audiovisual equipment available plus rental fee.
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers Meeting / banquet facilities: how many rooms, seating capacity, services offered, menus, procedures. Audiovisual equipment available plus rental fee. VIP reception: types, charges. Transportation available, rates.

Recreational facilities on property. Business Center services.
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers Recreational facilities on property. Business Center services. Tourist attractions in community and surrounding area. Average daily rate for peak/low/shoulder seasons, be aware of present guest mix.

II. Reasons of doing research about the competitors
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers II. Reasons of doing research about the competitors Downplay the hotel’s features and services in which competitors have advantages and play up where the hotel is better. Knowing about competitors enables sales people to sell with confidence.

the competitors’ internal bulletins, business directories,
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers Information channel about the competitors newspapers, TV, magazines, the competitors’ internal bulletins, business directories,

the competitors’ promotions, exhibitions, and even from
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers trade journals, the competitors’ promotions, exhibitions, and even from the hotel’s clients.

Functions of thoroughly prepared sales calls
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers Functions of thoroughly prepared sales calls Increase credibility, minimizing client’s perception of risk by presenting facts about the property as benefits. Increase confidence in sales people themselves because their knowledge gives an air of authority. Increase chance of making a sales because the research tells sales people which person to speak to; ask for the decision maker.

How to make a professional image on the potential customers
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers How to make a professional image on the potential customers Do not smoke，eat or drink in a sales call until client offers; Clothes should be presentable and neat; leave all unnecessary items (overcoat, gloves) in a safe area before meeting client. Be punctual ; being late gives the message that client is not important, 50% of sales are lost when salesperson is not on time.

How to do presentation during a sales call
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers How to do presentation during a sales call Opening: introduce yourself and property, state purpose of your visit… Getting client’s involvement by presenting in a logical manner, not jumping from point to point. Observing body language: be alert to negative body signals sent by client unintentionally.

Negotiation can be a win-win situation for both hotel and client.
Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers Overcoming objections from a client by dealing with them immediately, except the one concerning price Closing should be done after building a staircase of agreement between you and client. Negotiation can be a win-win situation for both hotel and client.

Unit 3: Following up a Sales Call
Jobs for sales people to do after making a sales call Manage Account Cardex Sign a contract Handle booked functions etc.

The purpose of updating Account Cardex Provide tailor-made service that will satisfy customers and guarantee repeat business, generating more revenue for the property.

Types of sales agreement / contracts between the hotel and its clients travel agency corporate account long-stay guest event/meeting arrangements

What is it usually stated in an agreement / contract? validity room category and rate cancellation or adjustment terms check-in and check-out time benefits and equipment/facilities provided such as hotel shuttle bus, breakfast / lunch, benefits for children under 12 years, laundry, fruit basket, newspaper, etc.

Unit 4: Handling Visiting Patrons
How to handle visitors? When unexpected customers suddenly drop in, the sales people should show them around the hotel, invite them to have a cup of coffee/tea. Usually though, peoplemake advance appointments so the sales people make preparations accordingly.

Entertainment Request Entertainment Request 宴客申请表 Requested by Date Department 申请人日期部门 Date Desired Time Location 款待日期时间地点 Expected Amount预计宴请金额 Name of Entertained Person / Title / No. of Pax 款待人姓名/职位/人数 Name of Company 公司名称 Reasons理由： Approved by Date 批准人日期

What information does a Function Arrangement sheet contain? Name, address of customer Person in charge, Contact number Person who made booking, date Meeting room requirements Special arrangements such as banners, posters and directional signs

Number of expected people Function date, time Menu Quotation Status of arrangement: inquiry, tentative, definite

Chapter 11: Accounting Department
Unit 1: Job Descriptions for a General Cashier Unit 2: Purchasing Department Unit 3: Controlling Hotel Costs Unit 4: Daily Control of Accounts Receivable

Chapter 11: Accounting Department
Chapter Objectives: Job Descriptions for a General Cashier How to do purchase requisition and how to handle it by Purchasing Department How to control hotel costs How can Accounts Receivable (AR) do the credit investigation before providing credit ratings for the clients? How can AR get clients’ information about credit?

Unit 1: Job Descriptions for a General Cashier
Job Descriptions for a General Cashier (GC) Collect all money /checks deposited into the drop safe. Provide changes for departmental cashiers, handle foreign money exchange. Reimburse or make payments in cash or check after approval of relevant departmental heads and Financial Controller. Prepare receipts and remittance control ledger for all cash and checks received and paid.

Unit 1: Job Descriptions for a General Cashier
Safeguard money kept in the hotel by locking General Cashier’s room from inside to prevent unauthorized entrance. Guide staff in daily money related work, ex., opening invoices for hotel customers. GC performs other duties from time to time as instructed by his /her superior. GC follows department procedures and when a problem arises, reports it to a superior immediately.

Unit 2: Purchasing Department
How to do purchase requisition and how to handle it by Purchasing Department Fill in a Purchase Requisition (PR) in advance. Get your department head to sign first. Then it will be passed on to relevant departments, say, Accounting and GM office to get Financial Controller and GM to approve.

Purchasing Department consolidate all requisitions from different departments and fill in a Purchasing Order ( PO) which needs approval by Financial Controller and General Manager. But before filling in PO, they contact at least three suppliers to compare prices and quality to decide which supplier the hotel will use.

Purchase Requisition form

The reasons of checking goods by Receiving Department They check quantity, quality, size and other important particulars such as manufacture date, expiry date so neither Purchasing Staff nor Suppliers can take advantage of the hotel. If items are not up to standard, the Requisition Department will suffer and eventually the hotel’s products or services will be affected negatively.

Unit 3: Controlling Hotel Costs
How to control hotel costs If one department wants to make some flyers, they have to fill in an Artwork Requisition (AR). On one hand, Accounting Department can justify the expense in Communications; on the other hand, the Sales people know how much to charge clients who use posters / banners for functions in the hotel, enough that will cover the cost of the flyers.

If it is a VIP’s birthday or hotel employee’s birthday, a Cake Order Form has to be filled in. Human Resources use this so Pastry staff in F&B know when to prepare cakes which staff fetch themselves. If a customer wants to hold a birthday party in the hotel, Sales or F&B staff fill in this form for him/her and then charge accordingly.

Sales people plus divisional /departmental heads often have to entertain clients, business related people, they have to fill in an Entertainment Request and get approval from their superiors who make sure they aren’t entertaining family members/friends.

Artwork requisition

This part to be completed by Requisition Department. (该部分由申请部门填写)
Artwork Brief设计要求 Size of Product □ Double Side □ Single Side 印品规格双面单面 Paper Type ( Material ) to be Used 用纸（材料）种类 Color 颜色 Remarks 备注 This part to be completed by Art Studio.（该部分由美工室填写） Price (RMB) 价格（人民币） Cost: 费用 Design: 设计 Laser Typesetting: Size Q’ty 激光照排规格数量 Scanning: Size Q’ty 扫描规格数量 Positive/Negative Film: Size Q’ty 正片或负片规格数量 Miscellaneous: 杂项收费 Total:总计 Requested by Approved by Approved by Approved by (Department Head) (Art Studio Leader) (Comm. Mgr.) (Dir. Of Marketing) 申请部门签字美工室负责人批准公关部经理批准市场总监批准 Date Date Date Date 日期日期日期日期

Cake Order Form 蛋糕预订表

Name: Tel. No. 姓名电话 Address: 地址 Standard Cake 蛋糕标准 □ 500 grams □ 800grams □ 1200grams 8人 500克人 800克人1200克 Cake Specifications 蛋糕规格 Weight 重量 Type 种类 Shape 样式 Wordings 文字要求 Remarks备注 Pick Up Date领取日期 Time 时间 Place of Pick Up 领取地点 Price价格 Billing 支付方式 □ City Ledger □ In House Check □ Cash 挂帐内部结算现金 Department 部门 Div./Dept Head Signature 部门主管签字 Ordered by 订货人 Outlet餐厅 Position职位 Pastry Chef’s Signature糕点厨师长签名 Date日期 Time时间

Unit 4: Daily Control of Accounts Receivable
How to do the credit investigation before providing credit ratings for the clients by Accounts Receivable (AR)? The process of credit investigation, involves five factors:

Credit investigation Character Capacity Capital Collateral Condition

How to get clients’ information about credit by Accounts Receivable (AR)? clients’ profiles in the hotel, information provided by banks and credit brokers etc.

How to pressure clients to pay the hotel by Accounts Receivable (AR)? First of all, make the hotel credit policy known when clients make reservations or check in. Secondly, mail bills to clients on time. Last of all, make a policy that finds a balance between amount owing and difficulty in collecting. When it costs more to keep trying, it makes more sense to write off the debt.

Chapter 12: Engineering Department
Unit 1: Handling Maintenance Requests Unit 2: Managing Engineering Tools Unit 3: Preventive Maintenance Work Plans Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

Chapter 12: Engineering Department
Chapter Objectives: How to handle maintenance request How to manage engineering tools How to make preventive maintenance plans How is preventive maintenance plan implemented Yearly maintenance details in hotel guest rooms

Unit 1: Handling Maintenance Requests
How to handle the urgent maintenance request (MR) If occupied guest rooms, public area have an urgent situation such as water/electricity/gas leakage. Two telephone lines are installed to handle this kind of request and engineers respond around the clock. Duty Engineer’s hand phone is also on 24 hours for emergencies.

When a call comes in, relevant engineers are sent to deal with it then notify Requisition Department of the result, including problems that could not be handled right away and why. Information is recorded such as time of call, maintenance item needed for repair, person making the request and his/her department as well as result. A supplementary maintenance request is needed, filled either by Requisition or Engineering department.

Sample Maintenance Request工程部维修申请单
Maintenance Request 维修申请 No Requested by:__________________ Department_____________ 申请人部门 Time_________________________ Location________________ 时间地点 Detailed request______________________________________________ 维修要求 ______________________________________________ ______________________________________________ Engineering Department to fill in the following items 以下各项由工程部填写 Assigned to ___________________ Time____________________ 分配给时间 Completion Date_______________ Time____________________ 完成日期时间 Material used________________________________________________ 所用材料 _________________________________________________ Verified by 请修部门检查人签字_______________ Reason for not completed _______________________________________ 未完成原因 _______________________________________ Checked by 工程部检查人___________________

How to handle an ordinary daily maintenance request (MR) MR is prepared in triplicate and approved by that department head or assistant. Original and first copy are put in pigeon hole of Engineering Office. Second copy is retained by the Requisition Department or issuer. Engineering supervisor records details of the job on the “Daily Maintenance Record”, then assigns it to relevant staff, noting assignment time.

As soon as Engineering staff has completed repair, he fills in details, seeks signature from requesting person, returns first copy to Requisition Department and original to Engineering. If the issuer can’t be found right away to sign for completed work, first copy is returned through pigeon hole to avoid wasting time.

Engineering Supervisor records completion time on the “Daily Maintenance Record” then confirms with staff who did the work on quantity of materials used and calculates the cost. MRs are filed in a chronological order in a file cabinet. MRs are usually handled within 2 days, issuer is informed if there is a foreseeable delay.

What maintenance work is it usually involved based on the periodic check? It includes various checks such as energy conservation, safety, hygiene, fire prevention and other related work. These are reported to Engineering Department so Duty Engineers can handle them accordingly.

Unit 2: Managing Engineering Tools
How does Engineering Department manage its tools? All tools are classified and registered and a designated Storekeeper takes care of them. Assistant Chief Engineer and Storekeeper inspect tools monthly. Requests for tools must be authorized by Chief Engineer first. Tools are granted after registration and receiver’s signature.

Borrowing tools is usually handled by Supervisors. The borrowing tools registration form is used. Sometimes technicians are the ones who borrow from the Store, in the case Personal Tools Borrowing Form is used. When borrowing, it is up to receivers to check if tools are in good condition, if not, return them within one hour.

Tools should be returned at the end of each shift. All often-used tools are listed. Duty Engineer and Storekeeper check that they are complete before issuing. Infrequently-used tools are locked away by Storekeeper. In case of emergency, a spare key is sealed in an envelope and put beside the toolbox.

Chief Engineer makes regular checks on tools borrowed by any team or technician. Users must pay for lost tools or get fined. There is an attempt to repair damaged tools but if it can’t be repaired, Chief Engineer is the one who gives approval to buy replacements.

Manual and electric safety tools are regularly maintained by designated persons as outlined by hotel safety rules. All devices and meters should be checked and maintained regularly. Tools are forbidden to be taken off hotel premises.

Borrowing tools registration form All tools belong to XXX Hotel and have a cash value. For this reason, they must be cared for and used correctly. As Supervisor, it is my responsibility to ensure their proper use. Damaged or lost tools will be examined and if necessary, the concerned staff or I will pay for it (them) according to Hotel policy.

所有工具都是酒店财产，并具有一定价值，因此必须正确使用和保管好。作为一名主管，保证所有工具都能被利用好是我的职责。我会对损坏的或丢失的工具进行检查，如有必要，我或相关的员工会按酒店政策进行赔偿。

No. 编号 Tool Description 工具名称 Condition 完好程度 Quantity 数量 Value (RMB) 价值（人民币）

I agree that the tools listed above belong to my section. It is my responsibility to take good care of them. In case of loss or damage by misuse, I will replace them or allow a deduction from my salary for their replacement. 我同意以上所列工具属于我的管辖范围并会尽职保管。如因使用不当造成丢失或损坏，我愿意赔偿或从我的工资中扣取赔偿费用。

Signed by Supervisor Signed by Asst. CE 领用主管签字副总工程师签字 Date Date 日期日期

Personal tools borrowing form Personal Tools Borrowing Form Date 借用 Tool(s) Lent Out 借用工具名称 Spec. 规格 Borrowed By 借用人签字 Department /Section 所在部门 Date of Return 归还日期 Receiver Signature 接收人签字 Notes 备注

Tools disposal application form Tools Disposal Application Form 工具磨损、报废申请单 Tools Decription 工具名称 Model 型号 Quantity 数量

Note: This form is valid only after confirmation by Section Head first and then approval by Duty Engineer. The disposal tool(s) must be returned to Store for replacement. 备注：工具磨损、报废单需经各班组主管确认，再经由值班工程师签字后方可生效。废旧工具返回仓库进行更换。 Applicant Section Head Duty Engineer 申请人班组主管值班工程师 Date Date Date 日期日期日期

Unit 3: Preventive Maintenance Work Plans
How to make preventive maintenance work plans It depends on the situation. For a newly opened hotel, there is no need to make preventive maintenance plans (PMP) in the first year since suppliers or manufacturers usually provide one year warranty on their equipment. Engineering needs to make plans for the second year.

For a hotel running for several years, there are preventive maintenance plans on a weekly, monthly quarterly or yearly basis, depending on how frequently the equipment is used. There is a weekly survey plan for small equipment in guest areas.

How is the preventive maintenance plan implemented? One Duty Engineer oversees outsourcing projects, is fully responsible for signing a contract, coordination work, inspection and final payment. Supervisors from different sections usually take in charge of maintenance work done by the hotel staff. Duty Engineers supervise, spot check the work, keep records of work done for future reference.

Reasons of doing preventive maintenance plan Expand life spans and Keep cost low on equipments and facilities used in the hotel

Unit 4: Yearly Maintenance Details in Hotel Guest Rooms
What does Engineering Dept. maintain in guest rooms on a yearly basis? high voltage low voltage air-conditioners toilet facilities and decoration

What kind of maintenance belongs to a high voltage category? Doorbells Power switches Light fixtures and shades Power sockets Hair dryers and stands, All light bulbs Window openers

Low voltage maintenance includes TV pictures, remote controls, sensor heads, cables and wires in good working order; Uniform sockets for TV wires and TV signals; Wires for in-house music, see if background music is on and sound boxes are properly fixed;

Telephone (bedroom and washroom), properly connected, clear sound, function keys work; Sufficient cell for magnetic doors; DVD players and remote controls in apartment building; Intercoms function properly, including pictures, sound.

What do air-con engineers check as they do yearly maintenance? impellers, filers, magnetic valves, coil pipes etc

What do engineers check in a guest washroom? basins, tubs, showers, toilet bowls, toilet buoys in water tank, drainage,

water pipes to see if everything works properly or have any damages, leakages or foreign materials inside pipes etc. Conditions of mini-bar and water kettle in guest room are also noted.

What do engineers check about interior decorations in a guest room? Ceilings, any stains or cracks; Condition of wall paper; Wood work, doors, frames, wall skirting, floors, window sills, plus metal fixtures, handles, hinges, slide slot for drawers; Door stoppers, bolts, cat’s view; wall pictures;

Carpet condition, any cracks, damages, puffs etc. Wall and floor tiles in washroom, any damages, cracks, loose parts; Glass door stopper for shower room, firmness of waterproof adhesives, glass door situation; Glasses in windows, any cracks

Chapter 13: Human Resources Department
Unit 1: Interviewing and Recruiting New Staff Unit 2: Orientation and Training for New Employees Unit 3: Signing Employment Contract Unit 4: Performance Evaluation, Motivation and Career Advancement

Chapter 13: Human Resources Department
Chapter Objectives: How to interview an applicant Orientation and training for new employees Contents of a contract Purpose of signing an employment contract Reasons of doing performance evaluation Methods of motivating staff Conditions for career advancement

Unit 1: Interviewing and Recruiting New Staff
Simple application form

Name 姓名 Sex 性别 Photo 相片 ID No. 身份证号码 Home Address 家庭住址 Contact Number 联系电话 Degree 学位 Major 专业 English Level 英语级别 Any specialty 有何特长 Targeted Position 拟应聘职位 Targeted Salary 要求工资 Education Background 教育背景 Working Experience 工作简历 Other Certificates /Awards 其它证书或获奖情况

What information should an interviewer get from the job applicant? knowledge about the particular job he/ she is applying for skills that can be used in the job motivation for working in that position attitude ( very important) personal characteristics manners salary expectation etc.

Preparation work before an interview Set up an interview room Have recruitment material handy Know reception procedure Put together a team of interviewers Take training if necessary

How to become a good interviewer Switch off your cell phone Do not discuss any issues with each other during interviews, to say nothing of chatting. Evaluate applicant independently. Do not go in and out of the room to deal with job related issues. Give a feedback time.

What jobs should an interviewer do after conducting the interview? Sort out evaluation forms and consolidate scores. If an applicant passes the interview, notify him/her, perhaps for another interview or to have a physical examination in a designated hospital. If the applicant fails, send him/her a “thank you letter” File the information according to each department. Do a reference check if possible or necessary to ensure the hotel is recruiting the right person.

The reasons of sending “ thank you letter” to those who fail an interview The applicant could be the hotel’s customer in future Leave a good impression on the applicant Boost the hotel image in the community.

Unit 2: Orientation and Training for New Employees
Orientation training It is to help newcomers familiarize themselves with the organization, corporate culture, physical surroundings etc. GM, AGM and other department heads come to the training room to deliver welcome speeches and outline services/functions provided by their departments.

What information does the new employee training list usually include? Orientation Department introduction Basic service skills Operational skills

Function of the training section in the hotel Upgrade current staff, but in a more macro way. Take charge of the entire training of hotel staff, make sure training plans are made, executed and targets met by all departments. Train staff learn new topics etc.

Departmental training plan See page 350

Unit 3: Signing Employment Contract
Contents of a contract working period, position /title, basic working requirements, salary, welfare,

probation period, personal income tax handling, insurance, termination of the contract and even the language used in this particular contract etc .

Purpose of signing an employment contract It is to define the rights and obligations of both parties i.e. the individual employee and the organization. In case of any confusion or arbitration, the contract can be referred to.

Unit 4: Performance Evaluation, Motivation and Career Advancement
Reasons of doing performance evaluation Know strengths and weaknesses of the employees Provide evidence for further training Provide evidence for promotion Provide evidence for salary adjustment Make the performance of the employees conform to the organization’s strategy etc.

What does the performance evaluation form usually cover? job knowledge, quality of work, attitude, job skills like communication, customer relationship, salesmanship etc.

Performance evaluation form

Methods of motivating staff model award, promotion, personal care from upper and middle management, long term service motivation, meeting sales target or seasonal promotion (moon cake sales, Christmas tickets sales, etc.) award, year end bonus, even training programs including foreign languages.

Conditions for career advancement The individual’s good performance, Opportunity to advance, Superior’s recognition of employee’s hard work Company’s expansion etc.

Chapter 14: Trends for Hospitality Industry
Chapter Objectives: Trends for hospitality industry Strategies for hotel groups to achieve globalization High-tech systems used by hotel groups Measures taken to protect the environment

The industry will be more global, focused on the customers, using more high-techs and will be environmentally friendly.

Strategies for hotel groups to achieve globalization direct foreign investment management contracts joint ventures ( semi ownership) franchising strategic alliances

Definition of alliance According to Palmer and Cole (1997), a strategic alliance is an “ agreement between two or more organizations whereby each partner seeks to add to its competencies by combining its resources with those of a partner”.

Howarth (1995) defined a strategic alliance as “ a cooperative arrangement between two or more organizations in which the partners collectively agree on a group strategy that helps the individual partners to achieve their goals and objectives.

Advantages and disadvantages of strategic alliances Advantages of the alliance are: Immense resources to compete worldwide effectively and efficiently; Minimization of capital investment; Increase of market coverage; Economics of scope and scale; Increase of visibility of brand names; Cross-marketing; Avoiding creation of a subsidiary.

Disadvantages of the alliance are: Conflicts among parties as to what type of alliance they are consummating ; Possibility of pitfalls and high divorce rate; Performance evaluation problems

Types of alliances hotel and an airline (Shangri-La with Asiana Airline, see 14-1); hotel and restaurant ( Marriott with Pizza Hut; Hilton with Pizza Hut); hotel and credit company ( Marriott with Visa, Accor with American Express, Sheraton with American Express, and Hilton with American Express); hotel and car-rental firm ( Holiday Inn with Thrifty Car Rental); and hotel and telecommunications company ( Hilton with Telstra).

High-tech systems utilized by hotel groups yield-management system, online reservation system, automated guest records, computerized call accounting, message function,

wake-up call system, smart cards for security and guest deposit tracking, in-room computers, , voice mail,

fax services, in-room check-out and customer feed back, touch screens and electronic hand-held order-takers in restaurants ( with a direct link to the kitchen and guest account).

Measures taken to protect the environment Many hotels in America encourage their staff to car-pool to save energy and protect cleanliness of the air Many European hotels do not supply disposable room amenities like tooth brush, tooth paste, shampoo etc.

Changing linen weekly saves a lot of water and energy Firms also use environmental friendly copiers, meeting room facilities/equipments, and interior decoration materials

Part 5 How to search for literature via modern information technology
Steps and methods in searching for the academic articles when students need to write a graduation thesis

Part 6 How to read English literature
Objectives Hotel organization chart Structure of an English article in empirical research

Part 6 How to read English literature
I. Methods in reading English literature Note down the new words to compile one’s own dictionary Read English article slowly at first Read the same article repeatedly until one gets the main ideas Structure of an English article

Definition of demographics Structure of a questionnaire
Part 7 How to conduct scientific research in social science with analytical software Objectives Definition of demographics Structure of a questionnaire Tips in making a questionnaire Basic operations about SPSS and AMOS

Definition of demographics
Part 7 How to conduct scientific research in social science with analytical software Definition of demographics The statistical study of the characteristics of human populations used to identify markets is called demographics. The characteristics include size and growth of the population, distribution, and vital statistics such as amount of education, size of families, family income, ethnic background, age, and gender. Such research provides socioeconomic data-data relating to both sociology (the study of human social behavior or lifestyles) and economics.

Tips in making a questionnaire Basic operations about SPSS and AMOS
Part 7 How to conduct scientific research in social science with analytical software Structure of a questionnaire such as introductory part, body and ending part Tips in making a questionnaire Basic operations about SPSS and AMOS

HOTEL OPERATIONS AND MANAGEMENT

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