Key Players in Hospitality Operations Hospitality Chapter 3 Key Players in Hospitality Operations

Alain Ducasse Owns restaurants in France, Great Britain, Monaco, and the U.S. New York Restaurant located in the Essex House luxury hotel Meal for 4 may be over $1000

In June 2000, Alain Ducasse, the internationally renowned chef of two Michelin three star restaurants in Paris and Monte-Carlo, opened his first American fine dining restaurant, Alain Ducasse at the Essex House. Since its opening, the restaurant received The New York Times 4-star review, Mobil Guide’s 5-star Award and the AAA 5-Star Diamond Award.

Human Resources Hospitality marketing is about PEOPLE The customers are important but the EMPLOYEES are the lifeblood of the industry

(HR) HUMAN RESOURCES DEPARTMENT Hires and fires employees Recruiting Interviewing Training Staff Development Compensation Benefits Supervision Employee evaluation Separation

RECRUITMENT Finding Potential Employees Advertising in newspapers Advertising on the Internet Attending college job fairs Advertising on radio/tv

HIRING Checking References Interviews Placements Tests Drug Testing

ORIENTATION/TRAINING Receive overview of the job Learn procedures Learn policies Learn philosophies Basic skills Learn the “ropes”

COMPENSATION Salary Benefits Renumeration: fair payment for work Health insurance (medical, dental, vision, disability) Retirement Stock options Profit sharing Savings Plans

EMPLOYEE RECOGNITION PROGRAMS Tangible rewards (Some $ value) Gift baskets Amusements park passes Movie tickets Gift certificates Company meals Hotel accommodations Intangible rewards (Positive morale) Award pins Congratulatory notes or news articles, certificates, plaques, trophies

FRONT OF THE HOUSE Include operations areas which the general public has access, most experiences are here Guest rooms Meeting Rooms Public restrooms Gift shop Pool Restaurants on the property

FRONT OF THE HOUSE Front Desk Employees Register guests, accepts payment, check-outs Communicate with guests during stay Determines reservations: agreement to hold a room Determines walk-ins: customers that do not have reservations Upselling: informing guests of better accommodations for just a little more money

GUEST FOLIO Summary of all fees charged to a room during the stay Should be reviewed by the front desk and the guest

FOOD & BEVERAGE Major part of the Front-of-the-House Provides guests places to eat and drink Provides banquets Provides meeting rooms, coffee shops Provides cocktail lounges Provides pool-side snack bars Room service

RESTAURANT EMPLOYEES Maitre d’ hotel: French for “Master”, or manager of reservations, seating, complaints Cashier: accepts payment from guests Wait staff: servers, the main connection between the customer and the cook Bus staff: assists waitpersons serving, cleaning tables, refills, re-setting table

TYPES OF MENUS Short Order: prepared quickly A la carte: French for “by the bill” lists prices for separate items Table d’ hote: French for “table of the host”, fixed prices for meals, usually banquets-appetizer, salad, entrée, desert Menus du jour: French for meal “of the day”, different meal each day

RESTAURANT SERVICE STYLES American: places food on the plate in kitchen, then brings it to the table English: has large serving dishes that remain on the table, plates filled by host, also known as “family style” French: elaborate, has several waitpersons or table captains, food served from chafing dish or rolling cart Russian: food dished into serving dishes in the kitchen then served by one waitperson at the table

BACK-OF-THE-HOUSE Vital departments not usually seen or frequented by guests Department such as: human resources, management, accounting, reservations, operations, housekeeping, banquet operations, mechanical

Guest judge a hotel by cleanliness and attitudes of staff HOUSEKEEPING Mainly responsible for the daily cleaning and care of rooms, front desk, lobby, restaurants, banquet rooms, meeting rooms, restrooms and other offices Guest judge a hotel by cleanliness and attitudes of staff

EXECUTIVE HOUSEKEEPER In charge of planning and coordinating the activities of the housekeeping department Orders and stores supplies Maintains lost and found Reports guest room status (conditions) Part of management

ROOM STATUS REPORT Made by the night auditor Given to the Executive Housekeeper each morning Shows: C/O-check out, guest has checked out S/O-Stayover, guest is staying another day V/R-Vacant ready, room is clean and ready OOO-Out of Order, room not available

ENGINEERING DEPARTMENT Takes care of mechanical equipment (heat/air, electrical, plumbing, refrigeration) Takes care of physical upkeep of buildings Takes care hotel grounds (flowers/trees, landscaping)

KITCHEN Where food is prepared Executive Chef: responsible for training and managing the kitchen staff and operations Supervises kitchen staff and general food production