2HOTEL OPERATIONS AND MANAGEMENT DIALOGS BETWEEN A TRAINER AND A TRAINEE
3CONTENTS Chapter One: Hotel History and Hotel Organization Chapter Two: Front Office DepartmentChapter Three: Housekeeping Department (1)Chapter Four: Housekeeping Department (2)Chapter Five: Housekeeping Department (3)Chapter Six: Food & Beverage Department (1)Chapter Seven: Food & Beverage Department (2)
4CONTENTS Chapter Eight: Food & Beverage Department (3) Chapter Nine: Security DepartmentChapter Ten: Sales & Marketing DepartmentChapter Eleven: Accounting DepartmentChapter Twelve: Engineering DepartmentChapter Thirteen: Human Resources DepartmentChapter Fourteen: Trends for Hospitality Industry
5Chapter One: Hotel History and Hotel Organization Unit1: Evolution of Hotel IndustryUnit 2: Categories of HotelsUnit 3: Hotel Outline and Its Organization Chart
6Chapter One: Hotel History and Hotel Organization Chapter Objectives:Evolution of hotel industryCategories of hotelsBasic functions of each departmentResponsible area for departmental or divisional heads and aboveHotel organization chart
7Unit 1: Evolution of Hotel Industry Transportation developmentcaravansaryStagecoach in England in 1658carsplanes
8Unit 1: Evolution of Hotel Industry A. First lodging chain in 1769 in North AmericaB. Multi-unit lodging chain in 20th centuryC. American hotel tycoonsEllsworth StatlerErnest HendersonConrad HiltonKenmmons Wilson
9Unit 1: Evolution of Hotel Industry D. Concept of time-sharingE. Travel and tourism contribution to the economic clout in the world
10Unit 2: Categories of Hotels Hotels classification according to their locationsDowntown hotelResort hotelSuburban hotelMotelAirport hotel
11Unit 2: Categories of Hotels Hotels classification according to their ratesBoutique hotelLuxury / deluxe hotelUpscale hotelMid-tier hotel and motelEconomy / limited service hotel
12Unit 2: Categories of Hotels Hotels classification according to their room structure, configuration and facilitiesAll-suite hotelExtended-stay properties / apartment hotelResorts and time-share propertiesInnsCasino hotelCruise ships
13Unit 3: Hotel Outline and Its Organization Chart Basic functions of each departmentFront OfficeFront DeskConciergeBusiness CenterPABXTransportationKioskDuty Manager or Assistant ManagerExecutive floor
14Unit 3: Hotel Outline and Its Organization Chart HousekeepingFloorLaundryMini-barLost and FoundHealth Club/Fitness Center etc
15Unit 3: Hotel Outline and Its Organization Chart Food and Beverage departmentOutletsKitchens and etc
16Unit 3: Hotel Outline and Its Organization Chart 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.
17Unit 3: Hotel Outline and Its Organization Chart 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.
18Unit 3: Hotel Outline and Its Organization Chart Human Resources Department oversees all matters relating to staff, from recruiting and hiring to setting salary ranges and benefits.
19Unit 3: Hotel Outline and Its Organization Chart Responsibilities for departmental or divisional heads and above General ManagerResident ManagerExecutive HousekeeperFront Office ManagerFood & Beverage ManagerSales and Marketing DirectorFinancial ControllerChief EngineerChief SecurityHuman Resources Manager
20Unit 3: Hotel Outline and Its Organization Chart Hotel organization chart(See page 17)
21Chapter Two: Front Office Department Unit 1: Guest Check-in and Check-out ProcedureUnit 2: Job Descriptions for Concierge Staff and Working ProceduresUnit 3: Job Descriptions for Business Center Staff and Working ProceduresUnit 4: Job Descriptions for Operators and Working Procedures
22Chapter Two: Front Office Department Chapter Objectives:Guest check-in and check-out procedureJob descriptions for concierge staffWorking procedures for concierge staffJob descriptions for Business Center staffWorking procedures for Business Center staffJob descriptions for OperatorsWorking procedures for Operators
23Unit 1: Guest Check-in and Check-out Procedure Check-in procedure
24Guest arrives at the hotel. Guest without reservation-walk-inGuest with reservationGroup/meeting groupGreet a guest and ask him/her whether he/she has a reservation or not.Introduce room types plus special attractions, including the room rateFind the reservation for this guest, and confirm the particulars via computerConfirm 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 cardAsk the bellboy to escort the guest to his/her room, update the information in the computer and do the filing accordingly.
25Unit 1: Guest Check-in and Check-out Procedure Long stay guest check-inBlock the room in advanceAsk Housekeeping Department to prepare welcome gifts according to hotel policyWelcome letter with GM’s signatureMake a room key and ask the bellboy to test itDouble check with Housekeeping regarding gifts on check-in dayPass 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
26Unit 1: Guest Check-in and Check-out Procedure Registration cardThe 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.
27Unit 1: Guest Check-in and Check-out Procedure 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 anyother applicable government tax. Safe boxprovided at the Front Desk or in the guest room isavailable 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
28Unit 1: Guest Check-in and Check-out Procedure Welcome cardThe 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.
29Unit 1: Guest Check-in and Check-out Procedure Politely ask the guest to return the room keyInform Housekeeping to look in the rooms for mini-bar consumption and forgotten items.Present the bill to the guestWrite an invoice with information provided by the guestSettle the account according to mode of paymentSay farewell using the guest’s name and extend an invitation to come againSort out any checks, credit card slips or cashSettle the account in the computer
30Unit 1: Guest Check-in and Check-out Procedure Payment authorization formIf 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.
31Unit 1: Guest Check-in and Check-out Procedure 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
32Unit 1: Guest Check-in and Check-out Procedure 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
33Unit 2: Job Descriptions for Concierge Staff and Working Procedures Pick-up a guest at airport, train station, passenger harbour or bus terminalOpen the car door for a guestOpen and close the doorBell serviceInquiryCar rental serviceHandle tickets such as theater, sports events etc.Luggage storage ETC.
34Unit 2: Job Descriptions for Concierge Staff and Working Procedures Escort a guest to his room inside the hotelGet 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 panelStart a small talk if the guest is not too tiredInvite the guests to go out the elevator firstPress the doorbell then knock on the door before entering the roomPut the luggage on the rack or any place the guest wishesIntroduce the room facilities if the guest comes to the hotel the first timeLeave 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.”
35Unit 2: Job Descriptions for Concierge Staff and Working Procedures 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.
36Unit 2: Job Descriptions for Concierge Staff and Working Procedures Handle a group’s luggage at arrivalTake the luggage from the busVerify 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.
37Unit 2: Job Descriptions for Concierge Staff and Working Procedures 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.
38Unit 2: Job Descriptions for Concierge Staff and Working Procedures Handle luggage at check-outWhen 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.
39Unit 2: Job Descriptions for Concierge Staff and Working Procedures 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.
40Unit 2: Job Descriptions for Concierge Staff and Working Procedures 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.
41Unit 2: Job Descriptions for Concierge Staff and Working Procedures Handle group luggage on departureCollect 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.
42Unit 2: Job Descriptions for Concierge Staff and Working Procedures 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.
43Unit 2: Job Descriptions for Concierge Staff and Working Procedures Handle luggage storageNo 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.
44Unit 2: Job Descriptions for Concierge Staff and Working Procedures NOGuest 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 NODate日前Description 品名No. of PCs 件数XXX Hotel NameConditions of StoragePlease 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. Priorarrangement 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
45Job descriptions for Business Center staff Photocopying, Unit 3: Job Descriptions for Business Center Staff and Working ProceduresJob descriptions for Business Center staffPhotocopying,Sending faxes,Tying 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 etcHandling airline tickets in some hotels etc
46How to provide photocopy service for a guest Greet the guest Unit 3: Job Descriptions for Business Center Staff and Working ProceduresHow to provide photocopy service for a guestGreet the guestAsk the guest how many copies he wants to make,Confirm no. of copies and make the copies accordinglyConfirm room no. with the guest after photocopyingFill out a bill according to the Business Center tariffAsk the guest to sign on the billPost the charge to his room account in the computerImprint the credit card and ask the guest to sign on the imprinted bill, thenKey in the type of credit card, card no. and expiry date as well as guest’s room no. in the computer
47The procedure in sending a fax Unit 3: Job Descriptions for Business Center Staff and Working ProceduresHow to send a faxThe procedure in sending a faxMake 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.
48Unit 3: Job Descriptions for Business Center Staff and Working Procedures AttentionIf 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.
49How to leave a voice message Unit 3: Job Descriptions for Business Center Staff and Working ProceduresHow to leave a voice messageWhen 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!”
50How to type a document for a guest Unit 3: Job Descriptions for Business Center Staff and Working ProceduresHow to type a document for a guestQuickly look through the article to find any words or characters you do not recognize before typing documentsAsk the guest politely for clarificationAsk if photocopies of the typed pages are requiredProcess the documents according to the guest’s instructionsWrite a bill and ask the guest to sign itPost the charge to his or her room account
51Unit 3: Job Descriptions for Business Center Staff and Working Procedures Always remember the following pointsAsk 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.
52How to provide meeting room rental for the guest Unit 3: Job Descriptions for Business Center Staff and Working ProceduresHow to provide meeting room rental for the guest
53Get 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.
54Unit 4: Job Descriptions for Operators and Working Procedures Answer and transfer the outside callProvide confidential service for the guestScreen the call for the guestWake-up call serviceHandle fire alarms etc.
55Unit 4: Job Descriptions for Operators and Working Procedures Answer and transfer the outside callAlways 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?”
56Unit 4: Job Descriptions for Operators and Working Procedures 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?”
57Unit 4: Job Descriptions for Operators and Working Procedures 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, respondPolitely tell the caller, “ Sorry, you dialed a wrong number.”
58Unit 4: Job Descriptions for Operators and Working Procedures 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.
59Unit 4: Job Descriptions for Operators and Working Procedures 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.
60Unit 4: Job Descriptions for Operators and Working Procedures 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.
61Unit 4: Job Descriptions for Operators and Working Procedures A telephone message slipTo: Date:Department / Room No.: Time:From:Co. Name Tel No.ContentTaken by :
62Unit 4: Job Descriptions for Operators and Working Procedures Confidential serviceThe hotel guest does not allow any calls to be put through to his room.Screen the callThe 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.
63Unit 4: Job Descriptions for Operators and Working Procedures How to provide Wake-up call service for the guestRemarks:A wake-up call is very important, it has to be exactly according to request, otherwisepeople will be late for the meetings, flights or appointments and it will reflect badlyon the hotel.
64Automatic wake-up calls Personal wake-up call Ask the guest’s name, room no. and the time for wake-up callRepeat the facts and wish the guest a pleasant “ Good Night”.Note the details on the wake-up call record sheetSet 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.
65Unit 4: Job Descriptions for Operators and Working Procedures How to handle fire alarm callsGet 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.
66Chapter Three: Housekeeping Department (1) Unit 1: Making a bedUnit 2: Cleaning the Guest BathroomUnit 3: Cleaning the Guest Room and Pest ControlUnit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room
67Chapter Three: Housekeeping Department (1) Chapter Objectives:Know how to make a bedKnow the procedures in cleaning the guest bathroomKnow the procedures in cleaning the guestroomCriteria in selecting the pesticide in pest controlKnow how to clean the public areaKnow how to do the carpet spot cleaningKnow the procedure in cleaning the offices and locker roomsGrooming standard for hotel staff
68Unit 1: Making a bed Items required in making a bed A piece of clean sheetA clean quilt coverOne or two pillow casesA clean bed spread etc.
69Unit 1: Making a bed How to make a bed Pull the bed away from the headboard and strip the bedLay bottom sheet right side upChange quilt protectorPut pillow(s) into the pillow case(s) and put them it in the middle near headboardPut bed cover/ spreadPush the bed against the headboard and make sure all look tidy.
70Unit 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.
71Unit 1: Making a bedChange 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.
72Unit 2: Cleaning the Guest Bathroom Items required in cleaning the guest bathroomall-purpose cleanerspongedry and damp cloths for dusting toilet bowl, bath tub, and floor (identified by the colors of cloth)brushbasketgloves, andscrubbing pad
73Unit 2: Cleaning the Guest Bathroom How to clean the guest bathroomClean the basin, vanity top and mirrorsClean the bathtubClean the shower stallClean the toilet bowlClean the bathroom floor
74Unit 2: Cleaning the Guest Bathroom Remember to replenish the guest amenities such astoothbrushtoothpastecombglasssoapbody lotionshampooshower cap, etc.
75Unit 3: Cleaning the Guest Room and Pest Control How to clean the guest roomDraw the sheer curtains and black-out curtainsRubbish disposalRemove used linen and make bedDustingClean the bathroomReplenish suppliesVacuumthe floorSelf checkStart cleaning the next guest room
76Unit 3: Cleaning the Guest Room and Pest Control Attention:Always clean the guest room in one direction, either clockwise or counter-clockwisetoeliminate criss-crossing the room.
77Unit 3: Cleaning the Guest Room and Pest Control II. Criteria in pesticide selectionNo odor ( or not fragrant odor)Highly effectiveHarmless to the human beings
78Unit 3: Cleaning the Guest Room and Pest Control Methods used in controlling pestsSpray 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.
79Definition of Public Area Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomDefinition of Public AreaIt 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.
80Procedures in cleaning the hotel lobby Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomProcedures in cleaning the hotel lobbyEmpty 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.
81How to clean the guest lavatories Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomHow to clean the guest lavatoriesBefore 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.
82The procedure for cleaning public rest rooms: Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomThe procedure for cleaning public rest rooms:Refill all soap dispenser and towel dispensersEmpty all trash cansUse 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.
83Use cleansers for the wash basins. Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomUse 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.
84Procedures in cleaning the outlets Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomProcedures in cleaning the outlets
85Pull 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 tableWipe window frames or other surfaces, table posts, table legs, metal floor vents with a cloth damped with all-purpose cleaner
86Wipe the hostess’ deskClean the telephone setsDust and polish metal chairs, paying particular attention to chrome parts, since the fingerprints can show easilySpot clean walls or any stains on the carpet.Clean the foot place or treadle or handle that opens the outlet doorPolish foot railsDust tables and chairs or any wood surfaces with a chemically treated clothUse the vacuum to clean any staircases, accessories, decorations, or light fixtures.
87How to do the carpet spot cleaning Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomHow to do the carpet spot cleaningStart 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.
88Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room How to clean the officeStart 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 dustingDo vacuuming
89How to clean the staff locker room Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomHow to clean the staff locker roomItems used in cleaning the staff locker roombroomdust panclothmoptoilet brushscrubbing padtoilet cleaner andall-purpose cleaner
90Procedures in cleaning the staff locker room Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomProcedures in cleaning the staff locker room
91Tidy upClean shower areasDiscard all rubbishClean toiletsClean rubbish binsClean urinalsClean wallsMop the floorClean top of lockersWipe the surface of lockersReport defectsClean mirrorsFinish the scheduled cleaningClean counter and basins
92The detailed grooming standard for hotel staff Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomThe detailed grooming standard for hotel staffPut 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.
93Keep fingernails short and clean. Do not polish nails during work. Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomFemale 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.
94Brush your teeth every day, especially after meals, for fresh breath. Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker RoomAttention: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.
95Chapter Four: Housekeeping Department (2) Unit 1: Providing Turn-down ServiceUnit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform InventoryUnit 3: Checking Room StatusUnit 4: Handling Guest Laundry
96Chapter Four: Housekeeping Department (2) Chapter Objectives:Know how to provide turn-down service for the guestKnow to how to manage mini-bar beverageKnow how to conduct linen and uniform inventoryKnow how to check room statusKnow how to handle guest laundry
97Unit 1: Providing Turn-down Service Procedure in providing turn-down serviceThe 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:
98Unit 1: Providing Turn-down Service 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.
99Unit 1: Providing Turn-down Service 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.
100Unit 1: Providing Turn-down Service 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.
101Unit 1: Providing Turn-down Service Night CardThe night card has well-wishing words like “ Hope you have sweet dreams” printed on it.
102Unit 1: Providing Turn-down Service Privacy CardWords 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.
103How to manage mini-bar beverage Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform InventoryHow to manage mini-bar beverageTwo 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.
104Unit 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.
105How to conduct linen inventory Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform InventoryHow to conduct linen inventoryLinen 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 departmentdistributes clean bedding / towels, etc. to linen storage place for each outletaccording to the par level.
106Unit 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.
107How to conduct uniform inventory Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform InventoryHow to conduct uniform inventoryConducted on a monthly basisClosed system, uniforms are held in one place to ensure an accurate countDone in one day, normally takes 4-5 hoursRelevant department heads keep track of costs for uniforms.
108“One for one” principle in uniform management Unit 2: Managing Mini-bar Beverage/ Conducting Linen and Uniform Inventory“One for one” principle in uniform managementStaff get one clean shirt for a dirty one handed in to the Uniform Room; anotheraspect is that the same uniform can not be shared by two staff.
109Unit 3: Checking Room Status What to check ?Check vacant roomsCheck out of order roomsRecord the status on a daily room assignment sheetCheck occupied roomsThe room status shown on a computer screen must conform to the actual status
110Unit 3: Checking Room 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.
111Unit 3: Checking Room Status 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.
112Unit 3: Checking Room Status When a VC room is found to be VD ( vacant and dirty),Call the Office Coordinator immediately to change the status.
113Unit 3: Checking Room Status The purpose of checking room status again and again, every two hours, isTo ensure actual room status conforms with computer list.
114Unit 4: Handling Guest Laundry Procedures in handling guest laundryAt 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.
115Unit 4: Handling Guest Laundry 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
116Unit 4: Handling Guest Laundry Sample of laundry listXXX 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
117Unit 4: Handling Guest Laundry 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.
120Unit 4: Handling Guest Laundry 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.
122Chapter Five: Housekeeping Department (3) Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order TakerUnit 2: Handling the Daily Work ReportUnit 3: Handling Lost and FoundUnit 4: Scheduling Guest Room Maintenance
123Chapter Five: Housekeeping Department (3) Chapter Objectives:Master categories of keys in a hotelJob descriptions for an Order TakerHow to handle the Daily Work ReportHow to handle Lost and FoundReasons in scheduling guest room maintenance
124Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Categories of keys in a hotelThe 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.
125Unit 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.
126How to manage a master key if you are a room attendant? Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order TakerHow 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.
127Unit 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.
128Job descriptions for an Order Taker Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order TakerJob descriptions for an Order TakerEnsure 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;
129Unit 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
130Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker Sample of flower order request formDateGuest Name/Staff NameRoom No./DepartmentTime orNeededVIPCodeRateFlowerTypeCostHandledByRemarks
131Who will usually call Order Taker to request flowers? Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order TakerWho will usually call Order Taker to request flowers?Floor attendant upon guest’s request, guests themselves, Food & Beverage staff, Sales & Marketing staff, Duty Manager.
132Unit 2: Handling the Daily Work Report How to handle Daily Work Report as a staff on AM shiftFill 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.
133Unit 2: Handling the Daily Work Report 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 roomsD.N.D , G.R.S, Sleep out and Skip.Every day at 16:00 hour, physical status of room checking.
134Unit 2: Handling the Daily Work Report At the end of your shift, your Supervisor collects the report and gives it to Housekeeping Office.
135Unit 2: Handling the Daily Work Report VIP categories and coding system
140Unit 2: Handling the Daily Work Report How to handle Daily Work Report as a staff on PM shiftClean the corridors of guest floors by vacuuming the carpet, dusting the pictures and wiping picture glassClean staff staircases and staff elevatorsClean guest elevators and standing ashtrays
141Unit 2: Handling the Daily Work Report 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.
142Unit 3: Handling Lost and Found How to handle Lost and Found itemsHand 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.
143Unit 3: Handling Lost and Found Sample of a Lost and Found recordLost and Found RecordDate: Time:Room No.:Location:Description of the item:______________________________________________________________Finder’s information HSKP VerificationName: Handled by:Department: Returned by:
144Unit 3: Handling Lost and Found Guidelines for disposing of lost and found items which nobody claimsGeneral 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.
145Unit 3: Handling Lost and Found 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
146Unit 3: Handling Lost and Found 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.
147Unit 3: Handling Lost and Found 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.
148Unit 3: Handling Lost and Found Sample master lost and found recordDate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
149Date日期Room No.房间号No.编号Description for theitem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
150Unit 4: Scheduling Guest Room Maintenance What areas does scheduling work cover?weekly duty rostermonthly linen inventory and guest room general cleaningquarterly guest room furniture inventorymaintenance scheduling and guest room general cleaning, both done on a yearly basis
151Unit 4: Scheduling Guest Room Maintenance Reasons for doing careful and detailed planning workensure 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.
152Unit 4: Scheduling Guest Room Maintenance 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.
153Unit 4: Scheduling Guest Room Maintenance 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.
154Chapter Six: Food & Beverage Department (1) Unit 1: Serving Breakfast in a Chinese RestaurantUnit 2: Serving Chinese LunchUnit 3: Serving Chinese DinnerUnit 4: Private Dining Room (PDR) Service
155Chapter Six: Food & Beverage Department (1) Chapter Objectives:How to set up breakfast table in a Chinese RestaurantHow to serve guests during the mealHow to set up lunch table in a Chinese RestaurantHow to take ordersThe sequence in serving dishesHow to close the outletHow to prepare the Private Dining RoomHow to do fish portioning
156Unit 1: Serving Breakfast in a Chinese Restaurant How to open the outletGet 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.
157Unit 1: Serving Breakfast in a Chinese Restaurant How to set up breakfast table in a Chinese RestaurantPlace 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.
158Unit 1: Serving Breakfast in a Chinese Restaurant No. of captain orders and its respective usage4 copies: first copy is for kitchen, second for cashier, third for pantry and last for the outlet.
159Unit 1: Serving Breakfast in a Chinese Restaurant How to remove ashtraysRemove 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.
160Unit 1: Serving Breakfast in a Chinese Restaurant How to serve guests during a mealRemove 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.
161Unit 1: Serving Breakfast in a Chinese Restaurant How to load the rectangular tray to reduce breakage and improve efficiencyStack 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.
162Unit 2: Serving Chinese Lunch Lunch table set-upPlace 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.
163Unit 2: Serving Chinese Lunch 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.
164Unit 2: Serving Chinese Lunch Contents of daily briefingDaily specialItems which are not available for the dayHotel information such as what events are being held in the hotel that dayHotel VIP guests’ namesPrevious (10) day’s revenueDaily training itemsFollow-up jobs
165Unit 2: Serving Chinese Lunch How to taker ordersTake drink orders firstUse the Captain Order, notebook or computer to record guests’ decisions, meanwhileRepeat everything to make sure it is correct
166Unit 2: Serving Chinese Lunch How to serve dishes during lunchGenerally, dimsum is first, thencold dishe;soup;hot dishes such as sweet and sour pork with pineapple, or stir-fried beef;whole fish;
167Unit 2: Serving Chinese Lunch 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.
168Unit 3: Serving Chinese Dinner The last order timeAround 21:50 hour.
169Unit 3: Serving Chinese Dinner How to close the outletPlace 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.
170Unit 3: Serving Chinese Dinner 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.
171Unit 4: Private Dining Room (PDR) Service How to prepare the PDRPDR 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.
172Unit 4: Private Dining Room (PDR) Service 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.
173Unit 4: Private Dining Room (PDR) Service How to do fish portioningBefore 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.
174Unit 4: Private Dining Room (PDR) Service 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
175Unit 4: Private Dining Room (PDR) Service The frequency in changing hot towels during a mealHot towels need to be changed at least two or three times for PDR guests.
176Chapter Seven: Food & Beverage Department (2) Unit 1: Breakfast Buffet in a Western RestaurantUnit 2: Serving Lunch / Dinner Buffet in a Western RestaurantUnit 3: Serving A-La-Carte in a Western RestaurantUnit 4: Handling Guest Complaints
177Chapter Seven: Food & Beverage Department (2) Chapter Objectives:Mise-en-place for breakfast buffet in a Western RestaurantHow to set up lunch/dinner table in a Western RestaurantHow to serve guests during the mealThe sequence in serving a-la-carte in a Western RestaurantReasons for guests to make complaintsHow to handle a guest’s complaintTips conducive to staff in handling complaints
178Unit 1: Breakfast Buffet in a Western Restaurant Mise-en-place for breakfast buffet in a Western RestaurantGet 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.
179Unit 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.)
180Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant How to set up lunch /dinner buffet in a Western RestaurantPlace 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.
181Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant 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.
182Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant 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.
183Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant 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.
184Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant 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.
185Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant How to close the outletClear and reset the tables for breakfastSwitch 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.
186Unit 3: Serving A-La-Carte in a Western Restaurant How to serve a-la-carteService 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.
187Unit 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.
188Unit 4: Handling Guest Complaints Reasons for guests to make complaintsNeeds 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.
189Unit 4: Handling Guest Complaints How to handle guests’ complaintsFirst 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.
190Unit 4: Handling Guest Complaints Do’s and don’ts in handling complaintsDo 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”.
191Unit 4: Handling Guest Complaints 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.
192Unit 4: Handling Guest Complaints Tips conducive to staff in handling guests’ complaintsIgnore 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.
193Chapter Eight: Food & Beverage Department (3) Unit 1: Room ServiceUnit 2: Setting-up a BanquetUnit 3: Serving Coffee, Tea, and Cakes in a Lobby LoungeUnit 4: Outlets Communication with Kitchen and Stewarding
194Chapter Eight: Food & Beverage Department (3) Chapter Objectives:How to provide Room ServiceMise-en-place coffee breakHow to set up boardroom style banquetHow to take beverage, dessert orders and place themWhat issues do outlets need to communicate with Kitchen and Stewarding
195Unit 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.
196Unit 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.
197Unit 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.
198Unit 2: Setting-up a Banquet Styles in setting up banquet roomsClassroom style, board room style, theater style and U-shape hollow square and etc.
199Unit 2: Setting-up a Banquet Mise-en-place coffee breakHave 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.
200Unit 2: Setting-up a Banquet 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.
201Unit 2: Setting-up a Banquet How to set up boardroom style banquetSet 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.
202Unit 2: Setting-up a Banquet 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.
203Unit 2: Setting-up a Banquet 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.
204Unit 2: Setting-up a Banquet 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.
205Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge How to take beverage, dessert orders and place themOpen 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.
206Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge 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.
207Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge How to serve guestsStand 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.
208Unit 4: Outlets Communication with Kitchen and Stewarding What issues do outlets need to communicate with KitchenWhen 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 listWhen 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.
209Unit 4: Outlets Communication with Kitchen and Stewarding What issues do outlets need to communicate with StewardingFor 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.
210Chapter Nine: Security Department Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire SituationUnit 2: Preventing TheftUnit 3: Patrolling in the HotelUnit 4: Job Descriptions for Fire Control Center staff
211Chapter Nine: Security Department Chapter Objectives:Safety and fire prevention guidelines in the hotelHow to deal with the fire situationWhat do Security staff need to do when patrolling the hotelJob descriptions for Fire Control Center staff
212Guidelines for safety and fire prevention in the hotel Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire SituationGuidelines for safety and fire prevention in the hotelPrevention 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.
213Unit 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.
214Unit 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.
215What areas does Security staff usually check to prevent fires? Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire SituationWhat areas does Security staff usually check to prevent fires?Boiler roomTransformer stationElevator cageAir-con roomSatelliteReceiving place, etc.
216Unit 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.
217Unit 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.
218Unit 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
219Unit 2: Preventing Theft 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.
220Unit 2: Preventing Theft 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
221Unit 2: Preventing Theft Sample Incident ReportDateTimeLocationRoom No.Manager on DutyDuty Manager / Asst. ManagerSecurity on DutyGuest NameSexNationalitySecurity be Reported (Date)Passport No./ ID No.Guest Contact No.Security be Reported (Time)Guest Permanent Address:DescriptionActions takenFollow-up workSupporting documentsPictures if necessaryGuest signatureSecuritySignaturePolice Signature
222Unit 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.
223Unit 3: Patrolling in the Hotel 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.
224Unit 3: Patrolling in the Hotel 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.
225Unit 4: Job Descriptions for Fire Control Center staff Main responsibilities for Fire Control Center staffThere 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.
226Unit 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.
227Chapter Ten: Sales & Marketing Department Unit 1: Handling ReservationUnit 2: Preparing for a Sales Call / Negotiating with Potential CustomersUnit 3: Following up a Sales CallUnit 4: Handling Visiting Patrons
228Chapter Ten: Sales & Marketing Department Chapter Objectives:Job responsibilities for Reservation staffReservation formHow to prepare for a sales callHow to make presentation during a sales callFollow up a sales callHow to handle a visitor
229Unit 1: Handling Reservation Job responsibilities for Reservation staffanswer 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..
233Unit 1: Handling Reservation III. Group Instruction Form
234□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_________
235Meals 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
236Property knowledge includes Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersProperty knowledge includesGeneral 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.
237Audiovisual equipment available plus rental fee. Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersMeeting / banquet facilities: how many rooms, seating capacity, services offered, menus, procedures.Audiovisual equipment available plus rental fee.VIP reception: types, charges.Transportation available, rates.
238Recreational facilities on property. Business Center services. Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersRecreational 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.
239II. Reasons of doing research about the competitors Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersII. Reasons of doing research about the competitorsDownplay 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.
240the competitors’ internal bulletins, business directories, Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersInformation channel about the competitorsnewspapers,TV,magazines,the competitors’ internal bulletins,business directories,
241the competitors’ promotions, exhibitions, and even from Unit 2: Preparing for a Sales Call / Negotiating with Potential Customerstrade journals,the competitors’ promotions,exhibitions, and even fromthe hotel’s clients.
242Functions of thoroughly prepared sales calls Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersFunctions of thoroughly prepared sales callsIncrease 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.
243How to make a professional image on the potential customers Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersHow to make a professional image on the potential customersDo 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.
244How to do presentation during a sales call Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersHow to do presentation during a sales callOpening: 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.
245Negotiation can be a win-win situation for both hotel and client. Unit 2: Preparing for a Sales Call / Negotiating with Potential CustomersOvercoming objections from a client by dealing with them immediately, except the one concerning priceClosing 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.
246Unit 3: Following up a Sales Call Jobs for sales people to do after making a sales callManage Account CardexSign a contractHandle booked functions etc.
247Unit 3: Following up a Sales Call The purpose of updating Account CardexProvide tailor-made service that will satisfy customers and guarantee repeat business, generating more revenue for the property.
248Unit 3: Following up a Sales Call Types of sales agreement / contracts between the hotel and its clientstravel agencycorporate accountlong-stay guestevent/meeting arrangements
249Unit 3: Following up a Sales Call What is it usually stated in an agreement / contract?validityroom category and ratecancellation or adjustment termscheck-in and check-out timebenefits and equipment/facilities provided such as hotel shuttle bus, breakfast / lunch, benefits for children under 12 years, laundry, fruit basket, newspaper, etc.
250Unit 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.
251Unit 4: Handling Visiting Patrons Entertainment RequestEntertainment 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
252Unit 4: Handling Visiting Patrons What information does a Function Arrangement sheet contain?Name, address of customerPerson in charge, Contact numberPerson who made booking, dateMeeting room requirementsSpecial arrangements such as banners, posters and directional signs
253Unit 4: Handling Visiting Patrons Number of expected peopleFunction date, timeMenuQuotationStatus of arrangement: inquiry, tentative, definite
254Chapter Eleven: Accounting Department Unit 1: Job Descriptions for a General CashierUnit 2: Purchasing DepartmentUnit 3: Controlling Hotel CostsUnit 4: Daily Control of Accounts Receivable
255Chapter Eleven: Accounting Department Chapter Objectives:Job Descriptions for a General CashierHow to do purchase requisition and how to handle it by Purchasing DepartmentHow to control hotel costsHow can Accounts Receivable (AR) do the credit investigation before providing credit ratings for the clients?How can AR get clients’ information about credit?
256Unit 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.
257Unit 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.
258Unit 2: Purchasing Department How to do purchase requisition and how to handle it by Purchasing DepartmentFill 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.
259Unit 2: Purchasing Department 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.
260Unit 2: Purchasing Department Purchase Requisition form
261Unit 2: Purchasing Department The reasons of checking goods by Receiving DepartmentThey 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.
262Unit 3: Controlling Hotel Costs How to control hotel costsIf 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.
263Unit 3: Controlling Hotel Costs 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.
264Unit 3: Controlling Hotel Costs 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.
265Unit 3: Controlling Hotel Costs Artwork requisition
266This 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
267Unit 3: Controlling Hotel Costs Cake Order Form蛋糕预订表
268Name: Tel. No.姓名 电话Address:地址Standard Cake蛋糕标准 □ 500 grams □ 800grams □ 1200grams8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
269Unit 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:
270Unit 4: Daily Control of Accounts Receivable Credit investigationCharacterCapacityCapitalCollateralCondition
271Unit 4: Daily Control of Accounts Receivable How to get clients’ information about credit by Accounts Receivable (AR)?clients’ profiles in the hotel,information provided by banks and credit brokers etc.
272Unit 4: Daily Control of Accounts Receivable 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.
273Chapter Twelve: Engineering Department Unit 1: Handling Maintenance RequestsUnit 2: Managing Engineering ToolsUnit 3: Preventive Maintenance Work PlansUnit 4: Yearly Maintenance Details in Hotel Guest Rooms
274Chapter Twelve: Engineering Department Chapter Objectives:How to handle maintenance requestHow to manage engineering toolsHow to make preventive maintenance plansHow is preventive maintenance plan implementedYearly maintenance details in hotel guest rooms
275Unit 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.
276Unit 1: Handling Maintenance Requests 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.
278Sample Maintenance Request工程部维修申请单 Maintenance Request 维修申请 NoRequested 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___________________
279Unit 1: Handling Maintenance Requests 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.
280Unit 1: Handling Maintenance Requests 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.
281Unit 1: Handling Maintenance Requests 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.
282Unit 1: Handling Maintenance Requests What maintenance work is it usually involved based on the periodic check?It includes various checks such as energy conservation, safety, hygiene, fireprevention and other related work. These are reported to Engineering Department soDuty Engineers can handle them accordingly.
283Unit 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.
284Unit 2: Managing Engineering Tools 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.
285Unit 2: Managing Engineering Tools 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.
286Unit 2: Managing Engineering Tools 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.
287Unit 2: Managing Engineering Tools 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.
288Unit 2: Managing Engineering Tools Borrowing tools registration formAll 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.
291Unit 2: Managing Engineering Tools 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。
292Unit 2: Managing Engineering Tools 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
293Unit 2: Managing Engineering Tools Personal tools borrowing formPersonal Tools Borrowing FormDate借用Tool(s) LentOut借用工具名称Spec.规格BorrowedBy借用人签字Department/Section所在部门Date of Return归还日期ReceiverSignature接收人签字Notes备注
295Unit 2: Managing Engineering Tools 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
296Unit 3: Preventive Maintenance Work Plans How to make preventive maintenance work plansIt 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.
297Unit 3: Preventive Maintenance Work Plans 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.
298Unit 3: Preventive Maintenance Work Plans 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.
299Unit 3: Preventive Maintenance Work Plans Reasons of doing preventive maintenance planExpand life spans andKeep cost low on equipments and facilities used in the hotel
300Unit 4: Yearly Maintenance Details in Hotel Guest Rooms What does Engineering Dept. maintain in guest rooms on a yearly basis?high voltagelow voltageair-conditionerstoilet facilities anddecoration
301Unit 4: Yearly Maintenance Details in Hotel Guest Rooms What kind of maintenance belongs to a high voltage category?DoorbellsPower switchesLight fixtures and shadesPower socketsHair dryers and stands,All light bulbsWindow openers
302Unit 4: Yearly Maintenance Details in Hotel Guest Rooms Low voltage maintenance includesTV 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;
303Unit 4: Yearly Maintenance Details in Hotel Guest Rooms 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.
304Unit 4: Yearly Maintenance Details in Hotel Guest Rooms What do air-con engineers check as they do yearly maintenance?impellers,filers,magnetic valves,coil pipes etc
305Unit 4: Yearly Maintenance Details in Hotel Guest Rooms What do engineers check in a guest washroom?basins,tubs,showers,toilet bowls,toilet buoys in water tank, drainage,
306Unit 4: Yearly Maintenance Details in Hotel Guest Rooms water pipes to see if everything works properly or have anydamages,leakages orforeign materials inside pipes etc.Conditions of mini-bar andwater kettle in guest room are also noted.
307Unit 4: Yearly Maintenance Details in Hotel Guest Rooms 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;
308Unit 4: Yearly Maintenance Details in Hotel Guest Rooms 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
309Chapter Thirteen: Human Resources Department Unit 1: Interviewing and Recruiting New StaffUnit 2: Orientation and Training for New EmployeesUnit 3: Signing Employment ContractUnit 4: Performance Evaluation, Motivation and Career Advancement
310Chapter Thirteen: Human Resources Department Chapter Objectives:How to interview an applicantOrientation and training for new employeesContents of a contractPurpose of signing an employment contractReasons of doing performance evaluationMethods of motivating staffConditions for career advancement
311Unit 1: Interviewing and Recruiting New Staff Simple application form
313Unit 1: Interviewing and Recruiting New Staff What information should an interviewer get from the job applicant?knowledge about the particular job he/ she is applying forskills that can be used in the jobmotivation for working in that positionattitude ( very important)personal characteristicsmannerssalary expectation etc.
314Unit 1: Interviewing and Recruiting New Staff Preparation work before an interviewSet up an interview roomHave recruitment material handyKnow reception procedurePut together a team of interviewersTake training if necessary
315Unit 1: Interviewing and Recruiting New Staff How to become a good interviewerSwitch off your cell phoneDo 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.
316Unit 1: Interviewing and Recruiting New Staff 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.
317Unit 1: Interviewing and Recruiting New Staff The reasons of sending “ thank you letter” to those who fail an interviewThe applicant could be the hotel’s customer in futureLeave a good impression on the applicantBoost the hotel image in the community.
318Unit 2: Orientation and Training for New Employees Orientation trainingIt 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.
319Unit 2: Orientation and Training for New Employees What information does the new employee training list usually include?OrientationDepartment introductionBasic service skillsOperational skills
320Unit 2: Orientation and Training for New Employees Function of the training section in the hotelUpgrade 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.
321Unit 2: Orientation and Training for New Employees Departmental training planSee page 350
322Unit 3: Signing Employment Contract Contents of a contractworking period,position /title,basic working requirements,salary,welfare,
323Unit 3: Signing Employment Contract probation period,personal income tax handling,insurance,termination of the contract and eventhe language used in this particular contract etc .
324Unit 3: Signing Employment Contract Purpose of signing an employment contractIt 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.
325Unit 4: Performance Evaluation, Motivation and Career Advancement Reasons of doing performance evaluationKnow strengths and weaknesses of the employeesProvide evidence for further trainingProvide evidence for promotionProvide evidence for salary adjustmentMake the performance of the employees conform to the organization’s strategy etc.
326Unit 4: Performance Evaluation, Motivation and Career Advancement What does the performance evaluation form usually cover?job knowledge,quality of work,attitude,job skills like communication, customer relationship, salesmanship etc.
327Unit 4: Performance Evaluation, Motivation and Career Advancement Performance evaluation form
328Unit 4: Performance Evaluation, Motivation and Career Advancement Methods of motivating staffmodel 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, eventraining programs including foreign languages.
329Unit 4: Performance Evaluation, Motivation and Career Advancement Conditions for career advancementThe individual’s good performance,Opportunity to advance,Superior’s recognition of employee’s hard workCompany’s expansion etc.
330Chapter Fourteen: Trends for Hospitality Industry Chapter Objectives:Trends for hospitality industryStrategies for hotel groups to achieve globalizationHigh-tech systems used by hotel groupsMeasures taken to protect the environment
331Chapter Fourteen: Trends for Hospitality Industry The industry will be more global, focused on the customers, using more high-techs and will be environmentally friendly.
332Chapter Fourteen: Trends for Hospitality Industry Strategies for hotel groups to achieve globalizationdirect foreign investmentmanagement contractsjoint ventures ( semi ownership)franchisingstrategic alliances
333Chapter Fourteen: Trends for Hospitality Industry Definition of allianceAccording 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”.
334Chapter Fourteen: Trends for Hospitality Industry 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.
335Chapter Fourteen: Trends for Hospitality Industry Advantages and disadvantages of strategic alliancesAdvantages 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.
336Chapter Fourteen: Trends for Hospitality Industry 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
337Chapter Fourteen: Trends for Hospitality Industry Types of allianceshotel 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); andhotel and telecommunications company ( Hilton with Telstra).
338Chapter Fourteen: Trends for Hospitality Industry High-tech systems utilized by hotel groupsyield-management system,online reservation system,automated guest records,computerized call accounting,message function,
339Chapter Fourteen: Trends for Hospitality Industry wake-up call system,smart cards for security and guest deposit tracking,in-room computers,,voice mail,
340Chapter Fourteen: Trends for Hospitality Industry fax services,in-room check-out and customer feed back,touch screens andelectronic hand-held order-takers in restaurants ( with a direct link to the kitchen and guest account).
341Chapter Fourteen: Trends for Hospitality Industry Measures taken to protect the environmentMany hotels in America encourage their staff to car-pool to save energy and protect cleanliness of the airMany European hotels do not supply disposable room amenities like tooth brush, tooth paste, shampoo etc.
342Chapter Fourteen: Trends for Hospitality Industry Changing linen weekly saves a lot of water and energyFirms also use environmental friendly copiers, meeting room facilities/equipments, and interior decoration materials