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:. HOTEL OPERATIONS AND MANAGEMENT DIALOGS BETWEEN A TRAINER AND A TRAINEE.

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Presentation on theme: ":. HOTEL OPERATIONS AND MANAGEMENT DIALOGS BETWEEN A TRAINER AND A TRAINEE."— Presentation transcript:

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2 HOTEL OPERATIONS AND MANAGEMENT DIALOGS BETWEEN A TRAINER AND A TRAINEE

3 CONTENTS Chapter One: Hotel History and Hotel Organization Chapter Two: Front Office Department Chapter 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)

4 CONTENTS Chapter Eight: Food & Beverage Department (3) Chapter Nine: Security Department Chapter Ten: Sales & Marketing Department Chapter Eleven: Accounting Department Chapter Twelve: Engineering Department Chapter Thirteen: Human Resources Department Chapter Fourteen: Trends for Hospitality Industry

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

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

7 Unit 1: Evolution of Hotel Industry I.Transportation development caravansary Stagecoach in England in 1658 carsplanes

8 Unit 1: Evolution of Hotel Industry II.Evolution of hotel industry A. First lodging chain in 1769 in North America B. Multi-unit lodging chain in 20th century C. American hotel tycoons Ellsworth Statler Ernest Henderson Conrad Hilton Kenmmons Wilson

9 Unit 1: Evolution of Hotel Industry D. Concept of time-sharing E. Travel and tourism contribution to the economic clout in the world

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

11 Unit 2: Categories of Hotels II.Hotels classification according to their rates Boutique hotel Luxury / deluxe hotel Upscale hotel Mid-tier hotel and motel Economy / limited service hotel

12 Unit 2: Categories of Hotels III.Hotels classification according to their room structure, configuration and facilities All-suite hotel Extended-stay properties / apartment hotel Resorts and time-share properties Inns Casino hotel Cruise ships

13 Unit 3: Hotel Outline and Its Organization Chart I.Basic functions of each department 1.Front Office Front Desk Concierge Business Center PABX Transportation Kiosk Duty Manager or Assistant Manager Executive floor

14 Unit 3: Hotel Outline and Its Organization Chart 2.Housekeeping Floor Laundry Mini-bar Lost and Found Health Club/Fitness Center etc

15 Unit 3: Hotel Outline and Its Organization Chart 3.Food and Beverage department Outlets Kitchens and etc

16 Unit 3: Hotel Outline and Its Organization Chart 4.Sales & Marketing Department focus on analyzing the marketing plan to reach potential customers, then sell and book reservations. 5.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.

17 Unit 3: Hotel Outline and Its Organization Chart 6.Engineering or Maintenance Department maintains most of the equipment and machinery on the property and keeps it in working order. 7.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.

18 Unit 3: Hotel Outline and Its Organization Chart 8.Human Resources Department oversees all matters relating to staff, from recruiting and hiring to setting salary ranges and benefits.

19 Unit 3: Hotel Outline and Its Organization Chart II.Responsibilities for departmental or divisional heads and above General Manager Resident Manager Executive Housekeeper Front Office Manager Food & Beverage Manager Sales and Marketing Director Financial Controller Chief Engineer Chief Security Human Resources Manager

20 Unit 3: Hotel Outline and Its Organization Chart III.Hotel organization chart (See page 17)

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

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

23 Unit 1: Guest Check-in and Check-out Procedure I.Check-in procedure

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

25 Unit 1: Guest Check-in and Check-out Procedure II.Long stay guest check-in Block the room in advance Ask Housekeeping Department to prepare welcome gifts according to hotel policy Welcome letter with GMs signature Make a room key and ask the bellboy to test it Double check with Housekeeping regarding gifts on check-in day Pass the reservation sheet, RC and room key to Duty Manager (DM) who will assist the guest with check-in when the guest arrives. DM or Front Desk staff will be responsible for keying the relevant data into the computer

26 Unit 1: Guest Check-in and Check-out Procedure III. Registration card The following information is usually printed on the RC: the guests 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.

27 Unit 1: Guest Check-in and Check-out Procedure Surname Name Sex Nationality Date of Birth Type of Identification No. Type of Visa Validity Yr Mth. Day Permanent Address Date of Arrival Date of Departure Room No. Hosted by Purpose of Stay Travel Business Official Method of Payment Cash Credit Card Traveler s Check Company Others Remarks The rate is subject to 15% surcharge and any other applicable government tax. Safe box provided at the Front Desk or in the guest room is available for use free of charge. 15% Front Desk Staff Guest Signature

28 Unit 1: Guest Check-in and Check-out Procedure IV.Welcome card The details such as the guests 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.

29 Unit 1: Guest Check-in and Check-out Procedure V.Check-out procedure Politely ask the guest to return the room key Inform Housekeeping to look in the rooms for mini-bar consumption and forgotten items. Present the bill to the guest Write an invoice with information provided by the guest Settle the account according to mode of payment Say farewell using the guests name and extend an invitation to come again Sort out any checks, credit card slips or cash Settle the account in the computer

30 Unit 1: Guest Check-in and Check-out Procedure VI.Payment authorization form If a guests 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 guests room account in the computer.

31 Unit 1: Guest Check-in and Check-out Procedure I, Room No hereby authorize XXX hotel to charge / transfer XXX All expenses Specified expenses such as : room charge only food & beverage only laundry & valet only mini-bar items only telephone charge only others

32 Unit 1: Guest Check-in and Check-out Procedure incurred by of Room No. into my account. I will be responsible for the expenses incurred by the above guests. Date and Time Guest Signature

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

34 II. Escort a guest to his room inside the hotel Get the room key from the Front Desk colleague or guest and conform the room no. Hold the elevator door and invite the guest to go in first, stand near the elevator control panel Start a small talk if the guest is not too tired Invite the guests to go out the elevator first Press the doorbell then knock on the door before entering the room Put the luggage on the rack or any place the guest wishes Introduce the room facilities if the guest comes to the hotel the first time Leave the room by moving backward two or three steps if the guest has no other requirements, meanwhile wish the guest Have a pleasant stay with us. Unit 2: Job Descriptions for Concierge Staff and Working Procedures

35 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. Unit 2: Job Descriptions for Concierge Staff and Working Procedures

36 III.Handle a groups luggage at arrival Take the luggage from the bus Verify the total amount, check for damage and inform the guide / organizer immediately if any. On the group luggage sheet, you also note actual amount of luggage and compare it to the number recorded by night shift staff, then write the bus number and ask the driver to sign his name for confirmation. Unit 2: Job Descriptions for Concierge Staff and Working Procedures

37 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. Unit 2: Job Descriptions for Concierge Staff and Working Procedures

38 IV. Handle luggage at check-out 1.When a guest asks to pick up suitcases downstairs, ask for his name and room number, how many pieces to carry, and time he plans to check out. 2.Write these particulars on the work sheet. 3.Decide whether you need a trolley and which size based on number and bulk of articles. 4.If a colleague calls you to pick up luggage from the guests room, ask for guests name, room number, your colleagues name and department. Unit 2: Job Descriptions for Concierge Staff and Working Procedures

39 5.Before you enter the guests room, press the door bell and announce your departments name. 6.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. 7.If the guest is still in the room, ask whether he/she wants to check out or store the items. Unit 2: Job Descriptions for Concierge Staff and Working Procedures

40 8.For storage, fill in the luggage tag-storage,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. 9.For immediate check out, telephone the Front Desk so they can handle the check-out formalities. 10.Escort the guest to Front Desk and wait in an appropriate place until check-out is completed. 11.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. Unit 2: Job Descriptions for Concierge Staff and Working Procedures

41 V.Handle group luggage on departure 1.Collect items according to the group room list. Meanwhile look for any damage or tears on each piece of the luggage. 2.Put the groups 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.

42 3.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. 4.Come back to the counter to finish sorting out the relevant documents and file it all properly according to the filing system. Unit 2: Job Descriptions for Concierge Staff and Working Procedures

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

44 NO Guest Name Received by Date Remarks Luggage Tag-Storage / NO Guest Name Received by Date Remarks Description No. of PCs XXX Hotel Name Conditions of Storage Please do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage of the deposited article and its contents. The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items not claimed. Prior arrangement in writing is required to keep storage items beyond three months., Conditions of Storage Please do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage of the deposited article and its contents. The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items not claimed. Prior arrangement in writing is required to keep storage items beyond three months., Guest Signature Unit 2: Job Descriptions for Concierge Staff and Working Procedures

45 Unit 3: Job Descriptions for Business Center Staff and Working Procedures I.Job descriptions for Business Center staff Photocopying, 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 etc Handling airline tickets in some hotels etc

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

47 III.How to send a fax 1.The procedure in sending a fax Make sure the information includes country code and city code as well as the fax no. If it is not clear, always ask the guest for clarification. Meanwhile inform the guest that the charge is based on transmission time. If the guest is in a hurry, ask him or her to sign the bill first and say that when you finish, you will send the original documents, fax-sending report and bill to his or her room. Note down the guest name, room no., country code, city code, and fax number on the fax sending record sheet. Write a bill by using the fax report and tariff sheet for proper charges. Post the bill into guests room account by computer. Unit 3: Job Descriptions for Business Center Staff and Working Procedures

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

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

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

51 Always remember the following points Ask colleagues for help if you cannot recognize the guests 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.

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

53 Get the following details from the hotel guest: name and room number, time, date and how many hours for using the meeting room, no. of persons, if any equipment is needed, if drinks are to be provided, and the method of payment. Get the following details from the guest in a community: time, date and how many hours for using the meeting room, no. of persons, if any equipment is needed, if drinks are to be provided, and the method of payment as well as the companys 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 guests 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.

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

55 II.Answer and transfer the outside call Always answer the telephone within three rings. 1.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. 2.If the caller is from inside the hotel, say Ninhao, Operator Jessica speaking. How may I help you? Unit 4: Job Descriptions for Operators and Working Procedures

56 3.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. 4.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? Unit 4: Job Descriptions for Operators and Working Procedures

57 5.If the line is busy, say Sorry, the line is busy, would you like to leave a message or call back later? 6.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? 7.If somebody phones the hotel by mistake, respond Politely tell the caller, Sorry, you dialed a wrong number. Unit 4: Job Descriptions for Operators and Working Procedures

58 8.If the outside caller wants us to transfer the call to our hotel guest, do as follows: Firstly, ask the caller for the guests 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 guests 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. Unit 4: Job Descriptions for Operators and Working Procedures

59 9.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. Unit 4: Job Descriptions for Operators and Working Procedures

60 10.How to take a message ? Ask the callers name, his/her companys 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. Unit 4: Job Descriptions for Operators and Working Procedures

61 11.A telephone message slip To: Date: Department / Room No.: Time: From: Co. Name Tel No. Content Taken by : Unit 4: Job Descriptions for Operators and Working Procedures

62 III.Confidential service The hotel guest does not allow any calls to be put through to his room. IV.Screen the call The hotel guest allows certain calls to be put through to his room. However the operator needs to check with the guest before transferring the calls. Unit 4: Job Descriptions for Operators and Working Procedures

63 V.How to provide Wake-up call service for the guest Remarks: A wake-up call is very important, it has to be exactly according to request, otherwise people will be late for the meetings, flights or appointments and it will reflect badly on the hotel. Unit 4: Job Descriptions for Operators and Working Procedures

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

65 VI.How to handle fire alarm calls Get the informers 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. Unit 4: Job Descriptions for Operators and Working Procedures

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

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

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

69 Unit 1: Making a bed II.How to make a bed 1.Pull the bed away from the headboard and strip the bed 2.Lay bottom sheet right side up 3.Change quilt protector 4.Put pillow(s) into the pillow case(s) and put them it in the middle near headboard 5.Put bed cover/ spread 6.Push the bed against the headboard and make sure all look tidy.

70 Unit 1: Making a bed Attention: Take guests belongs off the bed and hang the guests 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 guests 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.

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

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

73 Unit 2: Cleaning the Guest Bathroom II.How to clean the guest bathroom Clean the basin, vanity top and mirrorsClean the bathtub Clean the shower stall Clean the toilet bowl Clean the bathroom floor

74 Unit 2: Cleaning the Guest Bathroom Remember to replenish the guest amenities such as toothbrush toothpaste comb glass soap body lotion shampoo shower cap, etc.

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

76 Unit 3: Cleaning the Guest Room and Pest Control Attention: Always clean the guest room in one direction, either clockwise or counter-clockwiseto eliminate criss-crossing the room.

77 Unit 3: Cleaning the Guest Room and Pest Control II. Criteria in pesticide selection No odor ( or not fragrant odor) Highly effective Harmless to the human beings

78 Unit 3: Cleaning the Guest Room and Pest Control III.Methods used in controlling pests Spray pesticide on floor and furniture surfaces. We only do this when guests are not present. Clean the surfaces after a waiting period. Leave the pesticide in certain areas where pests or insects are found. Machines that attract and kill the flies and mosquitoes are also effective. Rat-traps can be placed in certain areas where rats are known to be. Adhesive paper can be hung to catch flying insects in staff/storage places that are off limits to guests.

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

80 II.Procedures in cleaning the hotel lobby Empty and clean the standing ashtrays as well as the ashtrays spread around the lobby such as on the Duty Managers 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 wont slip on the wet surface and to protect the floor. Replace any furniture moved elsewhere by guests. Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room

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

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

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

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

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

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

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

88 VI.How to clean the office 1.Start with picking up the trash and empty all trash bins, waste baskets and ashtrays. Wipe all trash bins, waste baskets and ashtrays with damp cloth. Wash them if necessary. 2.Clean the windows. 3.Do dusting 4.Do vacuuming Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room

89 VII.How to clean the staff locker room 1.Items used in cleaning the staff locker room broom dust pan cloth mop toilet brush scrubbing pad toilet cleaner and all-purpose cleaner Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room

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

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

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

93 Female staff are not allowed to wear large or hanging earrings, bracelet or jewelry. Male staffs hair should not reach his collar. Female staffs 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. Unit 4: Cleaning Public Area / Carpet Spot Cleaning / Cleaning the Office and Locker Room

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

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

96 Chapter Four: Housekeeping Department (2) Chapter Objectives: Know how to provide turn-down service for the guest Know to how to manage mini-bar beverage Know how to conduct linen and uniform inventory Know how to check room status Know how to handle guest laundry

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

98 Unit 1: Providing Turn-down Service 1.Fold bed cover and store it inside the luggage bench / cabinet. 2.Take a quilt corner by the telephone side and fold into a triangle. 3.Place pillow properly, smoothing creases. Pillow opening should not show up. 4.Put breakfast menu card on folded quilt, parallel to pillows. 5.Guest questionnaire goes on the folded quilt if guest is checking out the following day.

99 Unit 1: Providing Turn-down Service 6.Place night card on top of the pillow in center. 7.Put slippers near the bed. 8.Close day and night draperies. 9.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. 10.Fill ice bucket 1/2 full.

100 Unit 1: Providing Turn-down Service 11.Have a look around to be sure everything is done before leaving the guest room. 12.Leave entrance ceiling light and bedside table light on. 13.If the guest is in the room, say, Good Night, Mr. or Mrs. XXX. 14.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). 15.Slip a Privacy Card under the door.

101 Unit 1: Providing Turn-down Service II.Night Card The night card has well-wishing words like Hope you have sweet dreams printed on it.

102 Unit 1: Providing Turn-down Service III.Privacy Card Words like We could not provide the turn-down service due to the DND, if you require this service later, please contact XXX No., we will be happy to assist you. are on the Privacy Card.

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

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

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

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

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

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

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

110 Unit 3: Checking Room Status II.What if? 1.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 days work.

111 Unit 3: Checking Room Status 2.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.

112 Unit 3: Checking Room Status 3.When a VC room is found to be VD ( vacant and dirty), Call the Office Coordinator immediately to change the status.

113 Unit 3: Checking Room Status 4.The purpose of checking room status again and again, every two hours, is To ensure actual room status conforms with computer list.

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

115 Unit 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 guests 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

116 Unit 4: Handling Guest Laundry II.Sample of laundry list XXX NO For service, please press XXX No. Room No. Guest Name Guest Signature Date Time AM/PM / Special instructions XXX Hotel No. XXXXXX1 Laundry Dry Cleaning Pressing

117 Unit 4: Handling Guest Laundry Same day service: collected by 11:00, delivered on the same day. 2 Express Service (4 hours) latest collection by 14:00, delivered on the same day. 50% surcharge. Pressing service (1 hour) Pressing is available from 07:00 to 18:00. Overnight pressing returned by 08:00.

118 Guest Count Hotel Count Laundry Items Price RMB Laundry RMB Normal shirt Blouse Sport/T-shirts /T Jacket Dress Skirt Pants/Jeans / Shorts Pyjamas(2pcs) / Night Gown Undershirt Underpants Socks/Stockings (Pair) Handkerchief

119 Guest Count Hotel Count Dry Cleaning / Pressing Items / Price RMB RMB Dry Cleaning Pressing Suit (2 pieces) / Jacket / coat Slacks / pants Shirt / blouse Skirt Skirt ( full pleated) Dress Dress (evening)/ Tuxedo Vest Sweater / Tie / scarf / Overcoat / long coat Shirts return On hanger Starch Folded Plus 15% surcharge 15% Total amount

120 Unit 4: Handling Guest Laundry Remarks: 1.Should the list be omitted or not itemized, the hotel count will be taken as correct. 2.All laundry / valet/dry cleaning is accepted by the hotel at owners 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. 3.Shirts will be folded and blouses will be on hanger unless otherwise requested.

121 Unit 4: Handling Guest Laundry

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

123 Chapter Five: Housekeeping Department (3) Chapter Objectives: Master categories of keys in a hotel Job descriptions for an Order Taker How to handle the Daily Work Report How to handle Lost and Found Reasons in scheduling guest room maintenance

124 Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker I.Categories of keys in a hotel The first category is MKA ( ) 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 ( ) 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.

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

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

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

128 Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker III.Job descriptions for an Order Taker Ensure guest satisfaction, that is, handle guests 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;

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

130 Unit 1: Controlling Keys and Master Keys / Job Descriptions for an Order Taker IV.Sample of flower order request form DateGuest Name/ Staff Name Room No./ Department Time or Date Needed VIP Code RateFlower Type CostHandled By Remarks

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

132 Unit 2: Handling the Daily Work Report I.How to handle Daily Work Report as a staff on AM shift Fill the report accurately and as soon as you start your shift to include: 1. Time in and time out or the shift you work. 2.Physical room status after the room is cleaned. 3.Actual number of guests in your area. 4.Items on loan to the guest.

133 Unit 2: Handling the Daily Work Report 5.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. 6.Any missing items in the guest rooms 7.D.N.D, G.R.S, Sleep out and Skip. 8.Every day at 16:00 hour, physical status of room checking.

134 Unit 2: Handling the Daily Work Report At the end of your shift, your Supervisor collects the report and gives it to Housekeeping Office.

135 Unit 2: Handling the Daily Work Report II.VIP categories and coding system

136 VIP VIP A B C 1 A 1 2 B 1 3 C 1 VIP A.B.C 2. VIP 2 1 A VIP 2 2 B VIP 2 3 C VIP 3 4 VIP 4 1 A VIP 4 2 B VIP 4. 3 C VIP 5 VIP XXX

137 A /

138 B /

139 C /

140 Unit 2: Handling the Daily Work Report III.How to handle Daily Work Report as a staff on PM shift Clean the corridors of guest floors by vacuuming the carpet, dusting the pictures and wiping picture glass Clean staff staircases and staff elevators Clean guest elevators and standing ashtrays

141 Unit 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.

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

143 Unit 3: Handling Lost and Found II.Sample of a Lost and Found record Lost and Found Record Date:Time: Room No.: Location: Description of the item: _________________________________ _____________________________ Finder s information HSKP Verification Name:Handled by: Department: Returned by:

144 Unit 3: Handling Lost and Found III.Guidelines for disposing of lost and found items which nobody claims General items are kept for three months then are donated to the finder. Valuable items are kept for six months then the General Manager decides what to do with them. Unopened beverages bought outside the hotel, and other non-hotel stuff, are kept for three months then given to the finder. Beverages provided by the hotel, no matter whether they are opened or unopened, are returned to Food & Beverage Department. Opened bottles are kept one week then poured down the drain. Opened food packages are keep three days then thrown away.

145 Unit 3: Handling Lost and Found IV.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

146 Unit 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 Managers job is to put them in Lost and Found. Only Supervisors and Housekeeping Manager have access to this area.

147 Unit 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.

148 Unit 3: Handling Lost and Found V.Sample master lost and found record Date Location Guest Name Detailed Description Finder Recorded by No. Claimed by Date Issued by Remarks

149 Date Room No. No. Description for the item Sent by Received by Returning Date Sent by Received by Remarks

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

151 Unit 4: Scheduling Guest Room Maintenance II.Reasons for doing careful and detailed planning work ensure enough employees are on duty to provide satisfactory service for our guests, expand the life of our furniture and fixtures, control the cost of linen thus maximize profit, improve and maintaining cleanliness of guest rooms, and above all, provide a clean, comfortable and high- standard environment in the hotel.

152 Unit 4: Scheduling Guest Room Maintenance III.How to do guest room maintenance work? Its 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.

153 Unit 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.

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

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

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

157 Unit 1: Serving Breakfast in a Chinese Restaurant II.How to set up breakfast table in a Chinese Restaurant Place the bone plate one inch from table edge with soya dish above it. Put chopsticks holder on right hand side then the tea cup on the tea saucer to the right of the holder. Sharks 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 cant see them when they approach the table. Turn the contents of the menu facing outside.

158 Unit 1: Serving Breakfast in a Chinese Restaurant III.No. of captain orders and its respective usage 4 copies: first copy is for kitchen, second for cashier, third for pantry and last for the outlet.

159 Unit 1: Serving Breakfast in a Chinese Restaurant IV.How to remove ashtrays 1.Remove ashtrays if there are two cigarette butts in them. 2.Put several clean ashtrays on a tray. 3.Place a clean one on top of a dirty one and remove both from the table. 4.Leave the bottom dirty one on the tray, return the clean one to the table.

160 Unit 1: Serving Breakfast in a Chinese Restaurant V.How to serve guests during a meal Remove ashtrays if there are two cigarette butts in them. Pour tea into cups from guests 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.

161 Unit 1: Serving Breakfast in a Chinese Restaurant VI.How to load the rectangular tray to reduce breakage and improve efficiency Stack things of similar size together to carry more at once; Place fragile and small items such as glassware and spoons along one edge of tray; Put big items such as plates, empty bottles along opposite side then carry the tray with heavy side closest to your body.

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

163 Unit 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.

164 Unit 2: Serving Chinese Lunch II.Contents of daily briefing Daily special Items which are not available for the day Hotel information such as what events are being held in the hotel that day Hotel VIP guests names Previous (10) days revenue Daily training items Follow-up jobs

165 Unit 2: Serving Chinese Lunch III.How to taker orders Take drink orders first Use the Captain Order, notebook or computer to record guests decisions, meanwhile Repeat everything to make sure it is correct

166 Unit 2: Serving Chinese Lunch IV.How to serve dishes during lunch Generally, dimsum is first, then cold dishe; soup; hot dishes such as sweet and sour pork with pineapple, or stir-fried beef; whole fish;

167 Unit 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.

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

169 Unit 3: Serving Chinese Dinner II.How to close the outlet Place the dirty glassware, chinaware, etc in stewarding and clean them as well. After cleaning, store them properly in the cabinets. Make a list of dirty linen to be washed in Laundry in the record book so next morning staff can replace the linen. Write any follow-up jobs in the log book such as flowers, birthday cake or special parties. Switch off all air-conditioners, lights, TV sets. Take hot towels out of the towel heater. Check for belongings left behind in our outlet. If there is, note down in the log book so your colleagues can trace the guests to return them.

170 Unit 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.

171 Unit 4: Private Dining Room (PDR) Service I.How to prepare the PDR PDR is set up as per request such as: number of guests, table and seating arrangements, tabletop requirements. If the guests 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.

172 Unit 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 hosts requirements.

173 Unit 4: Private Dining Room (PDR) Service II.How to do fish portioning Before serving a whole fish, pre-set small bowls with spoons, one per guest, at the service station. Also have two additional bone plates ready to lay the fish head and tail ( 1/2 fish head and 1/2 fish tail on each plate). When serving PDR guests, put the fish on the table with fish head facing the guest of honour. Politely ask the host if he/she prefers the fish to be portioned. If yes, take the fish to the service cart or service station after showing it to everyone, especially the host and guest of honour.

174 Unit 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

175 Unit 4: Private Dining Room (PDR) Service III.The frequency in changing hot towels during a meal Hot towels need to be changed at least two or three times for PDR guests.

176 Chapter Seven: Food & Beverage Department (2) Unit 1: Breakfast Buffet in a Western Restaurant Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant Unit 3: Serving A-La-Carte in a Western Restaurant Unit 4: Handling Guest Complaints

177 Chapter Seven: Food & Beverage Department (2) Chapter Objectives: Mise-en-place for breakfast buffet in a Western Restaurant How to set up lunch/dinner table in a Western Restaurant How to serve guests during the meal The sequence in serving a-la-carte in a Western Restaurant Reasons for guests to make complaints How to handle a guests complaint Tips conducive to staff in handling complaints

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

179 Unit 1: Breakfast Buffet in a Western Restaurant II.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.)

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

181 Unit 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. Dont forget an ashtray in the center of table. Folded napkins go between fork and knife. Arrange chairs around the table, one for each napkin.

182 Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant II.How to serve guests during the meal? 1.Pull chairs out for guests when they arrive. 2.Take the drink order starting with the lady then move clockwise. 3.When guests go to pick up food, staff can assist guests, perhaps by putting food on their plates when necessary etc. 4.Help guests carry dishes to the table if they have two plates.

183 Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant 5.Unfold the napkin for the guest, touching a minimum of it, edges only. 6.Stand on right hand side of the guest. Enjoy your meal please, Sir / Madam. If you know the guests name, make sure to address him by name. 7.Leave the table discreetly. 8.Take away the soiled plates as soon as possible, changing bread and butter plates frequently if guests eat seafood.

184 Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant 9.Fold napkins and put them on the table if guests leave to pick up more food. 10.Change cutlery after salad before main course, then again change cutlery to dessert fork and knife before guests have dessert. 11.Upsell a second drink, i.e. coffee or tea with dessert. 12.Help carry seafood if guests order from the show kitchen.

185 Unit 2: Serving Lunch / Dinner Buffet in a Western Restaurant III.How to close the outlet Clear and reset the tables for breakfast Switch off lights, coffee machines, and other equipments. Lock the door and send the key to Security Department or Front Desk in some hotels. Remember to send the log book to F&B office.

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

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

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

189 Unit 4: Handling Guest Complaints II.How to handle guests complaints First step is to allow guests to blow off their steam. Listen attentively and never interrupt the speaker. Second step is to clarify facts so you can identify the problem. Third step is to summarize the situation and offer alternatives as a solution. Last step is to say what you intend to do. Ask the guest for feedback about your plans, he may have a better idea/solution. Then you take action. Thank guests for bringing this matter to your attention. Remember: promise only what you can do.

190 Unit 4: Handling Guest Complaints III.Dos and donts in handling complaints Do listen carefully, do not panic and do not interrupt, let the speaker finish his or her complaint. Do accept his or her feelings with empathy. Do clarify the complaint by repeating it back in your own words, then ask what the guest would like you to do. At this stage, be non-committed. Take action if you can. Thank the guest for bringing this matter to you. Do not argue, saying it is your mistake, not mine.

191 Unit 4: Handling Guest Complaints Do not offer excuses like I have a bad headache. Do not blame others, it is my colleagues 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.

192 Unit 4: Handling Guest Complaints IV.Tips conducive to staff in handling guests complaints Ignore personal remarks and insults as the guest is mad with the hotel, not with you. Tell guests that you will help if they give you a chance. Listen carefully, ask questions so you understand the problem. Remember that you can not help if you have no facts. Apologize when you know the hotel is at fault. Try to remain calm at all times. Be honest as you handle the situation.

193 Chapter Eight: Food & Beverage Department (3) Unit 1: Room Service Unit 2: Setting-up a Banquet Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge Unit 4: Outlets Communication with Kitchen and Stewarding

194 Chapter Eight: Food & Beverage Department (3) Chapter Objectives: How to provide Room Service Mise-en-place coffee break How to set up boardroom style banquet How to take beverage, dessert orders and place them What issues do outlets need to communicate with Kitchen and Stewarding

195 Unit 1: Room Service I.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.

196 Unit 1: Room Service II.How to provide Room Service 1.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. 2.Start at the earliest request time, keep delivering until finished. 3.Staff should announce Room Service before entering the guest room. 4.Set the tray down according to a guests request.

197 Unit 1: Room Service 5.Present the bill and ask the guest to sign it. 6.As the Room Service staff leaves the guest room, says something like I wish you an enjoyable meal. 7.Back at Room Service, give the bill to Order Taker who will post it to the guests account. 8.Remove the tray upon guests instruction or room attendants call.

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

199 Unit 2: Setting-up a Banquet II.Mise-en-place coffee break Have enough oblong tables for the number of people attending and cover them with table cloths. Get coffee, tea, and milk jugs and arrange them nicely on the table. Get the Bread and Butter ( BB) plates. Place coffee cups and saucers next to BB plates. Hot water goes on top of the trolley and decanters under its shelf. Put an oval tray on the tray stand next to the table for dirty dishes. Set up number of tables needed. Look at table cloths for cleanliness and good repair. Get skirting from the banquet store and check their condition.

200 Unit 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 oclock 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.

201 Unit 2: Setting-up a Banquet III.How to set up boardroom style banquet Set up tables in the center of the room. Get skirting from the banquet store, check their conditions, attach with pins or skirting clips, iron with a skirting iron. Check tablecloths, cover tables, iron wrinkles with a regular iron. Arrange chairs in a straight row along edge of table. Get foolscap paper and pencils from the banquet office.

202 Unit 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.

203 Unit 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.

204 Unit 2: Setting-up a Banquet Reception table with a floral centerpiece is set outside next to entrance. Dont 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.

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

206 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. Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge

207 II.How to serve guests Stand a little distance away in an appropriate place, ready to give service, such as: Replace dirty ashtrays with a clean one. When table becomes dirty, stand on right hand side of the guest, bend over and say Excuse me, may I clean your table? Serve a toothpick holder upon request, put it on the table in front of guest who asked for it. Unit 3: Serving Coffee, Tea, and Cakes in a Lobby Lounge

208 Unit 4: Outlets Communication with Kitchen and Stewarding I.What issues do outlets need to communicate with Kitchen 1.When a cake is ordered for a birthday party, Service staff give pastry staff details such as the weight, ingredients and style. 2.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. 3.The available list 4.When there is new promotion, both kitchen and service staff need to know. 5.If there is a complaint about food, for example, not enough flavor or too salty, Kitchen should be informed by servers.

209 II.What issues do outlets need to communicate with Stewarding 1.For banquets, Stewarding needs to know how many are attending to prepare sufficient chinaware, glassware, and silverware. 2.They use the same figures to have enough hands available for clean up. 3.If chinaware is not up to standard in an outlet, Stewarding is called to rinse and clean them thoroughly with detergent. Unit 4: Outlets Communication with Kitchen and Stewarding

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

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

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

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

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

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

216 Unit 1: Safety and Fire Prevention Guidelines/ Dealing with the Fire Situation III.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, theyll 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.

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

218 Unit 2: Preventing Theft I.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, dont entrust them to others 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

219 Unit 2: Preventing Theft II.If a guest claims something valuable is missing, how does Security staff handle it? 1.Security staff responsible for this kind of issue will work with the Duty Manager, and Assistant Executive Housekeeper. 2.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.

220 Unit 2: Preventing Theft 3.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. 4.The hotel will assist police and guests whenever possible. 5.An incident report will be filled in for the hotels reference

221 Unit 2: Preventing Theft III.Sample Incident Report DateTimeLocationRoom No. Manager on DutyDuty Manager / Asst. Manager Security on Duty Guest NameSexNationalitySecurity be Reported (Date) Passport No./ ID No.Guest Contact No.Security be Reported (Time) Guest Permanent Address: Description Actions taken Follow-up workSupporting documents Pictures if necessary Guest signatureSecurity Signature Police Signature

222 Unit 3: Patrolling in the Hotel I.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.

223 Unit 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.

224 Unit 3: Patrolling in the Hotel II.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.

225 Unit 4: Job Descriptions for Fire Control Center staff Main responsibilities for Fire Control Center staff There are five main aspects: 1.Center is on duty 24 hours a day. Staff needs to be familiar with various types of firefighting equipments, do small troubleshoot work. 2.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.

226 Unit 4: Job Descriptions for Fire Control Center staff 3.Handle an alarm according to procedures set up by Security Department. 4.Once a fire occurs, calmly activate various systems that put out and control flames. 5.Test equipments as required, keep notes on operational status of all.

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

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

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

230 Unit 1: Handling Reservation II.Reservation form

231 Room Reservation Form Reservation Cancellation Amendment / / Mr. / Mrs./Miss / Arrival Date __________ Flight No./ETA_______________ / Departure Date________ Flight No./ ETD______________ No. of Rooms _________ Room Type________________ No. of Person (s)______Room Rate_________________ Remarks:__________________________________

232 Booked by__________ Tel: __________________ Company Name________________________________ Amenities_________ VIP yes No Confirmation yes No Taken by___________ Date___________________ Approved by__________ Date___________________ Key in by_____________ Date__________________

233 Unit 1: Handling Reservation III. Group Instruction Form

234 Group Instruction New Booking Amendment Cancellation Group Name _______________ Group Code Local Travel Agency __________Nationality Arrival Date ___________ Carrier _____ETA Departure Date _________ Carrier ____ ETD Room Requirements Single __________________ Room Rate _______ Twin _______________ Room Rate _______ Triple ________________ Room Rate _______ Total No. of Pax ________ Deposit ______________ Complimentary Room _______ Commission ____ Tour Guide Bed __________ Rate _________

235 Meals Requirements Date Time Breakfast Lunch Dinner Venue Pax Rate Payment Instructions Remarks : Issued by : Date White Copy/ FO Pink One/Sales Office Green One/F&B Yellow One /Accounting

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

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

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

239 Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers II. Reasons of doing research about the competitors Downplay the hotels 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.

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

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

242 Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers IV.Functions of thoroughly prepared sales calls Increase credibility, minimizing clients 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.

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

244 Unit 2: Preparing for a Sales Call / Negotiating with Potential Customers VI.How to do presentation during a sales call Opening: introduce yourself and property, state purpose of your visit… Getting clients 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.

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

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

247 Unit 3: Following up a Sales Call II.The purpose of updating Account Cardex Provide tailor-made service that will satisfy customers and guarantee repeat business, generating more revenue for the property.

248 Unit 3: Following up a Sales Call III.Types of sales agreement / contracts between the hotel and its clients travel agency corporate account long-stay guest event/meeting arrangements

249 Unit 3: Following up a Sales Call IV.What is it usually stated in an agreement / contract? validity room category and rate cancellation or adjustment terms check-in and check-out time benefits and equipment/facilities provided such as hotel shuttle bus, breakfast / lunch, benefits for children under 12 years, laundry, fruit basket, newspaper, etc.

250 Unit 4: Handling Visiting Patrons I.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.

251 Unit 4: Handling Visiting Patrons II.Entertainment Request Entertainment Request Requested by Date Department Date Desired Time Location Expected Amount Name of Entertained Person / Title / No. of Pax / / Name of Company Reasons Approved by Date

252 Unit 4: Handling Visiting Patrons III.What information does a Function Arrangement sheet contain? Name, address of customer Person in charge, Contact number Person who made booking, date Meeting room requirements Special arrangements such as banners, posters and directional signs

253 Unit 4: Handling Visiting Patrons Number of expected people Function date, time Menu Quotation Status of arrangement: inquiry, tentative, definite

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

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

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

257 Unit 1: Job Descriptions for a General Cashier Safeguard money kept in the hotel by locking General Cashiers 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.

258 Unit 2: Purchasing Department I.How to do purchase requisition and how to handle it by Purchasing Department 1.Fill in a Purchase Requisition (PR) in advance. 2.Get your department head to sign first. 3.Then it will be passed on to relevant departments, say, Accounting and GM office to get Financial Controller and GM to approve.

259 Unit 2: Purchasing Department 4.Purchasing Department consolidate all requisitions from different departments and fill in a Purchasing Order ( PO) which needs approval by Financial Controller and General Manager. 5.But before filling in PO, they contact at least three suppliers to compare prices and quality to decide which supplier the hotel will use.

260 Unit 2: Purchasing Department II.Purchase Requisition form

261 Unit 2: Purchasing Department III.The reasons of checking goods by Receiving Department They check quantity, quality, size and other important particulars such as manufacture date, expiry date so neither Purchasing Staff nor Suppliers can take advantage of the hotel. If items are not up to standard, the Requisition Department will suffer and eventually the hotels products or services will be affected negatively.

262 Unit 3: Controlling Hotel Costs I.How to control hotel costs 1.If one department wants to make some flyers, they have to fill in an Artwork Requisition (AR). On one hand, Accounting Department can justify the expense in Communications; on the other hand, the Sales people know how much to charge clients who use posters / banners for functions in the hotel, enough that will cover the cost of the flyers.

263 Unit 3: Controlling Hotel Costs 2.If it is a VIPs birthday or hotel employees 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.

264 Unit 3: Controlling Hotel Costs 3.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 arent entertaining family members/friends.

265 Unit 3: Controlling Hotel Costs II.Artwork requisition

266 This part to be completed by Requisition Department. ( ) Department : Artwork Brief Size of Product Double Side Single Side Paper Type ( Material ) to be Used Color Remarks This part to be completed by Art Studio. Price (RMB) Cost: Design: Laser Typesetting: Size Q ty Scanning: Size Q ty Positive/Negative Film: Size Q ty Miscellaneous: Total: Requested by Approved by Approved by Approved by (Department Head) (Art Studio Leader) (Comm. Mgr.) (Dir. Of Marketing) Date Date

267 Unit 3: Controlling Hotel Costs III.Cake Order Form Cake Order Form

268 Name: Tel. No. Address: Standard Cake 500 grams 800grams 1200grams Cake Specifications Weight Type Shape Wordings Remarks Pick Up Date Time Place of Pick Up Price Billing City Ledger In House Check Cash Department Div./Dept Head Signature Ordered by Outlet Position Pastry Chef s Signature Date Time

269 Unit 4: Daily Control of Accounts Receivable I.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:

270 Unit 4: Daily Control of Accounts Receivable Credit investigation CharacterCapacity Capital Collateral Condition

271 Unit 4: Daily Control of Accounts Receivable II.How to get clients information about credit by Accounts Receivable (AR)? clients profiles in the hotel, information provided by banks and credit brokers etc.

272 Unit 4: Daily Control of Accounts Receivable III.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.

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

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

275 Unit 1: Handling Maintenance Requests I.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 Engineers hand phone is also on 24 hours for emergencies.

276 Unit 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.

277 Unit 1: Handling Maintenance Requests II.Maintenance request

278 Maintenance Request No Requested by:__________________Department_____________ Time_________________________Location________________ Detailed request______________________________________________ ______________________________________________ Engineering Department to fill in the following items Assigned to ___________________ Time____________________ Completion Date_______________ Time____________________ Material used________________________________________________ _________________________________________________ Verified by _______________ Reason for not completed _______________________________________ _______________________________________ Checked by ___________________ Sample Maintenance Request

279 Unit 1: Handling Maintenance Requests III.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.

280 Unit 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 cant be found right away to sign for completed work, first copy is returned through pigeon hole to avoid wasting time.

281 Unit 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.

282 Unit 1: Handling Maintenance Requests IV.What maintenance work is it usually involved based on the periodic check? It includes various checks such as energy conservation, safety, hygiene, fire prevention and other related work. These are reported to Engineering Department so Duty Engineers can handle them accordingly.

283 Unit 2: Managing Engineering Tools I.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 receivers signature.

284 Unit 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.

285 Unit 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.

286 Unit 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 cant be repaired, Chief Engineer is the one who gives approval to buy replacements.

287 Unit 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.

288 Unit 2: Managing Engineering Tools II.Borrowing tools registration form All tools belong to XXX Hotel and have a cash value. For this reason, they must be cared for and used correctly. As Supervisor, it is my responsibility to ensure their proper use. Damaged or lost tools will be examined and if necessary, the concerned staff or I will pay for it (them) according to Hotel policy.

289 Unit 2: Managing Engineering Tools

290 No. Tool Description Condition Quantity Value (RMB) Unit 2: Managing Engineering Tools

291 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. Unit 2: Managing Engineering Tools

292 Signed by Supervisor Signed by Asst. CE Date

293 Unit 2: Managing Engineering Tools III.Personal tools borrowing form Date Tool(s) Lent Out Spec. Borrowed By Department /Section Date of Return Receiver Signature Notes Personal Tools Borrowing Form

294 Unit 2: Managing Engineering Tools IV.Tools disposal application form Tools Decription Model Quantity Tools Disposal Application Form

295 Unit 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. Applicant Section Head Duty Engineer Date Date Date

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

297 Unit 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.

298 Unit 3: Preventive Maintenance Work Plans II.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.

299 Unit 3: Preventive Maintenance Work Plans III.Reasons of doing preventive maintenance plan Expand life spans and Keep cost low on equipments and facilities used in the hotel

300 Unit 4: Yearly Maintenance Details in Hotel Guest Rooms I.What does Engineering Dept. maintain in guest rooms on a yearly basis? 1.high voltage 2.low voltage 3.air-conditioners 4.toilet facilities and 5.decoration

301 II.What kind of maintenance belongs to a high voltage category? Doorbells Power switches Light fixtures and shades Power sockets Hair dryers and stands, All light bulbs Window openers Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

302 III.Low voltage maintenance includes TV pictures, remote controls, sensor heads, cables and wires in good working order; Uniform sockets for TV wires and TV signals; Wires for in-house music, see if background music is on and sound boxes are properly fixed; Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

303 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. Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

304 IV.What do air-con engineers check as they do yearly maintenance? impellers, filers, magnetic valves, coil pipes etc Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

305 V.What do engineers check in a guest washroom? basins, tubs, showers, toilet bowls, toilet buoys in water tank, drainage, Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

306 water pipes to see if everything works properly or have any damages, leakages or foreign materials inside pipes etc. Conditions of mini-bar and water kettle in guest room are also noted. Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

307 VI.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, cats view; wall pictures; Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

308 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 Unit 4: Yearly Maintenance Details in Hotel Guest Rooms

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

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

311 Unit 1: Interviewing and Recruiting New Staff I.Simple application form

312 Name Sex Photo ID No. Home Address Contact Number Degree Major English Level Any specialty Targeted Position Targeted Salary Education Background Working Experience Other Certificates /Awards

313 Unit 1: Interviewing and Recruiting New Staff II.What information should an interviewer get from the job applicant? knowledge about the particular job he/ she is applying for skills that can be used in the job motivation for working in that position attitude ( very important) personal characteristics manners salary expectation etc.

314 Unit 1: Interviewing and Recruiting New Staff III.Preparation work before an interview Set up an interview room Have recruitment material handy Know reception procedure Put together a team of interviewers Take training if necessary

315 Unit 1: Interviewing and Recruiting New Staff IV.How to become a good interviewer Switch off your cell phone Do not discuss any issues with each other during interviews, to say nothing of chatting. Evaluate applicant independently. Do not go in and out of the room to deal with job related issues. Give a feedback time.

316 Unit 1: Interviewing and Recruiting New Staff V.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.

317 Unit 1: Interviewing and Recruiting New Staff VI.The reasons of sending thank you letter to those who fail an interview The applicant could be the hotels customer in future Leave a good impression on the applicant Boost the hotel image in the community.

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

319 II.What information does the new employee training list usually include? Orientation Department introduction Basic service skills Operational skills Unit 2: Orientation and Training for New Employees

320 III.Function of the training section in the hotel Upgrade current staff, but in a more macro way. Take charge of the entire training of hotel staff, make sure training plans are made, executed and targets met by all departments. Train staff learn new topics etc. Unit 2: Orientation and Training for New Employees

321 IV.Departmental training plan Unit 2: Orientation and Training for New Employees See page 350

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

323 Unit 3: Signing Employment Contract probation period, personal income tax handling, insurance, termination of the contract and even the language used in this particular contract etc.

324 Unit 3: Signing Employment Contract II.Purpose of signing an employment contract It is to define the rights and obligations of both parties i.e. the individual employee and the organization. In case of any confusion or arbitration, the contract can be referred to.

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

326 Unit 4: Performance Evaluation, Motivation and Career Advancement II.What does the performance evaluation form usually cover? job knowledge, quality of work, attitude, job skills like communication, customer relationship, salesmanship etc.

327 Unit 4: Performance Evaluation, Motivation and Career Advancement III.Performance evaluation form

328 Unit 4: Performance Evaluation, Motivation and Career Advancement IV.Methods of motivating staff model award, promotion, personal care from upper and middle management, long term service motivation, meeting sales target or seasonal promotion (moon cake sales, Christmas tickets sales, etc.) award, year end bonus, even training programs including foreign languages.

329 Unit 4: Performance Evaluation, Motivation and Career Advancement V.Conditions for career advancement The individuals good performance, Opportunity to advance, Superiors recognition of employees hard work Companys expansion etc.

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

331 Chapter Fourteen: Trends for Hospitality Industry I.Trends for hospitality industry The industry will be more global, focused on the customers, using more high-techs and will be environmentally friendly.

332 Chapter Fourteen: Trends for Hospitality Industry II.Strategies for hotel groups to achieve globalization direct foreign investment management contracts joint ventures ( semi ownership) franchising strategic alliances

333 Chapter Fourteen: Trends for Hospitality Industry III.Definition of alliance 1.According to Palmer and Cole (1997), a strategic alliance is an agreement between two or more organizations whereby each partner seeks to add to its competencies by combining its resources with those of a partner.

334 Chapter Fourteen: Trends for Hospitality Industry 2.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.

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

336 Chapter 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

337 Chapter Fourteen: Trends for Hospitality Industry V.Types of alliances 1.hotel and an airline (Shangri-La with Asiana Airline, see 14-1); 2.hotel and restaurant ( Marriott with Pizza Hut; Hilton with Pizza Hut); 3.hotel and credit company ( Marriott with Visa, Accor with American Express, Sheraton with American Express, and Hilton with American Express); 4.hotel and car-rental firm ( Holiday Inn with Thrifty Car Rental); and 5.hotel and telecommunications company ( Hilton with Telstra).

338 Chapter Fourteen: Trends for Hospitality Industry VI.High-tech systems utilized by hotel groups yield-management system, online reservation system, automated guest records, computerized call accounting, message function,

339 Chapter Fourteen: Trends for Hospitality Industry wake-up call system, smart cards for security and guest deposit tracking, in-room computers, , voice mail,

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

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

342 Chapter Fourteen: Trends for Hospitality Industry Changing linen weekly saves a lot of water and energy Firms also use environmental friendly copiers, meeting room facilities/equipments, and interior decoration materials


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