...sign and muttered loudly about amount of tips. When the guests came into the lobby, he was standing and leaning against the front desk - in the place where no one can see him. After guest’s check in, they needed the assistance and at that time Drew just walked away. He heard the radio call him and he ignored the cue from MOD. He went to find Jim, the second bell attendant. When Jim interacts with guest waiting for the luggage, the main problem will be for him, is that the atmosphere the attitude he created and the mood he destroyed by making guest’s wait. All the bell attendants act like they are bosses. They only work for the tips, however in the contract they already have the 15% tips on every room charge whether guests used service or not. The bell attendant is usually the first representative of the establishment who meets face-to-face with the guest and this meeting can therefore have a lasting impression. The moment the bell attendant identifies a guest; they should immediately acknowledge them and not wait for the guest to make the first move and not wait to ask. When guests arrive the bell attendant should welcome them warmly, the establishment may have a protocol for greeting guests. As part of the greeting, offer assistance to guests. Check the number and type of luggage the guest has for and then the bell attendant will collect the luggage from the car, bus or shuttle or other transport. When the guest has checked in a bell attendant may escort them to their...
Words: 401 - Pages: 2
...~ Lisa Young ~ DOB: 21st November 1989 E: l.young5@hotmail.com P: 0426 944 046 ------------------------------------------------- * Employment History – Nov 2011 – Dec 2011 Receptionist/Administration (Temporary Contract) Origin Energy- Milton, West End, Brisbane * Answering and redirecting all telephone enquires * First point of contact for visitors and contractors * Responsible for all visitors, visitor inductions and security card access * Administration support for internal staff * Setting up and clearing of meeting rooms * General administrational tasks * Processing of inbound and outbound mail and couriers Sept 2011 – Nov 2011 Receptionist/Administration (Temporary Contract) Interior Engineering- Milton, Brisbane * Answering and redirecting all telephone enquiries * First point of contact for visitors and contractors * Creating Project proposals * Creating and setting up new jobs * Administration support for internal staff * Responsible for cleaning of the kitchen * Stationary ordering * Ordering of Catering * General administration including mail, couriers and filing * Booking flights and car hire for staff July 2011- July 2011 Receptionist (Temporary Contract) (1 Day) Contact Energy Head Office, Wellington * First point of contact for internal and external staff, visitors and contractors * Responsible for meeting room, data show, company...
Words: 1098 - Pages: 5
...In Homer’s The Odyssey, Xenia is a reoccurring topic between characters. While sitting with the suitors and Athena, Telemachus is daydreaming with grief. When he looks at Athena, he stands up, holds her right hand and says “Greetings, stranger! Here in our house you’ll find a royal welcome. Have supper first, then tell us what you need.” (1.144-6). Telemachus is very welcoming in giving Athena food and anything she needs from him. Nestor and his sons are sitting while friends are setting up the banquet with roasted meats and skewered strips. As soon as they see the strangers, “all came crowding down, waving them on in welcome, urging them to sit. Nestor’s son Pisistratus, first to reach them, grasped their hands and sat them down at the feast...
Words: 304 - Pages: 2
...hotels reflected local character and culture defining Rosewood’s “Sense of Place” philosophy. This meant that each one of the properties captured what was unique about the given location; architectural details, culinary concepts, interiors, etc. The Rosewood branding was soft and meant to be complementary; the Rosewood logo appeared discreetly on low-profile amenities such as clothes hangers and stationary. Hotel greetings did not mention the Rosewood name. 2. Define the branding options and discuss the nonfinancial pros/cons of each. Address the pros and cons and how you will deal with them. Rosewood brand had low recognition and brand-wide usage among guests. While guests were seeking a unique Rosewood property experience and product, they were not making the connection between Rosewood properties and were increasingly identifying with other strong hotel brands. Guest data revealed that although some properties enjoyed returned visits of up to 40% of guests, only 5% of Rosewood guests had stayed in more than one of Rosewood’s properties. In order to encourage guests to use more than one Rosewood hotel, the company could either set up a frequent-stay program or it could adopt a corporate branding approach. If implemented correctly, the first approach could double repeat...
Words: 846 - Pages: 4
...Wiping ones feet before entering someone’s home or a house warming gift are both examples of modern day xenia. Though clearly on a smaller scale than what is seen in The Odyssey, xenia is still present. In the famous African author, Chinua Achebe’s book Things Fall Apart, there are many instances of xenia that parallel what is seen in The Odyssey. Just as they are in Greek culture, greetings are highly valued in the Ibo culture, the failure to properly great someone, or to rush a greeting can be a sign of disrespect, just as Polyphemus rushed his greeting with Odysseus and his men. Ibo xenia is on display when Okonkwo's neighbor Okoye comes over. "One day a neighbor called Okoye came in to see him...“I have kola,” he announced when he sat down, and passed the disc over to his guest.“Thank you. He who brings kola brings life. As he broke the kola, Unoka prayed to their ancestors for life and health, and for protection against their enemies"(Things Fall Apart 1. 7-10) The way in which the Ibo break the kola, is in a way how the Greeks would share gifts with one another when meeting. Through just these two examples it is clear to see that xenia in Greek culture influenced African culture nearly 2,000 years...
Words: 913 - Pages: 4
...Callaghan (FB) - o Catering to set-up drinks stations (using G09 as base, furniture for stations from here too) (LW/FB) o Registration area to be set-up for guests to collect tickets (LJW ) o • Furniture moved/stored to allow spaces for catering and display materials (FB) Clothed literature table (Research Review, Community, Public Lectures, Christmas Concert) (LJW) Lecture theatre set-up/check -- Mark Taylor o • 1730 o Check all AV/lighting/microphones etc (FB) Reserved seating (FB/LJW) Signage set-up - Security staff to put out signage (FB/LJW to ensure all signs in frames by 1700hrs) Cole Museum open Cole Museum Amanda Callaghan to open up the Cole Museum for visitors. All guests, when registering for the lecture, were informed. Additional signage in place to direct visitors. 1815 Set-up complete and staff helpers in place Business School Foyer Staff working on event to be in Business School and ready as follows. FB to provide short briefing to all supporting staff re. the running of the evening. ©University of Reading 2010 Tuesday 12 October 2010 Page 1 • • Aimee Rich (AR)-- Registration - • Carol Derham (CD)-- Greeting/assisting guests - • Lucy Wallace (LW)-- Greeting/assisting guests - • Fiona Blair (FB) -- VIP liaison and overseeing - • Byron Neale (BN) -- Assisting with seating of guests - • Fiona...
Words: 948 - Pages: 4
...competitive strategy "to use superior guest service to differentiate the Hotel Paris properties, I suggest these employee behaviors important for the Hotel Paris's staff to exhibit. 1. Employees show positive energy and be friendly with guests all the time, always look and talk to guests with a smile. Welcome guests with warm greetings, and end conversation with 'thank you'. 2. Employees remain calm and be supportive to guests regardless of situation. Know the standard of behaviors for various situations. Example: when guests are not happy, when guests have problems, etc. 3. Employees are ready to help/back up one another if needed, ready to collaborate to deliver superior value to guests. 4. Employees know how to deal with the unexpected, be aware of when, where, and who to call for help depending on the situation. For example: Know how to provide first-aid, call ambulance, how to evacuate people in case of fire, etc. 5. Employees are knowledgeable, know general information about the city, be able to suggest tourist information, where to eat, shop, as well as leisure activities and events going on in the city. Employees are encouraged to know a second/third language. 6. Employees know how to go beyond what is asked in a gentle and proper way to make memorable stay for guests. Example: Provide flower bouquet for wedding couples, small gift basket for family with children, provide waking up call service, deliver thank-you card for guests after their stays, provide quick cleaning...
Words: 914 - Pages: 4
...Cultural Inspiration on Service By Roberta Nedry, President, Hospitality Excellence, Inc. Aloha! Kia Ora! Hey y’all! Bienvenidos! Bienvenue! Saa wee da ka or Saa wee da krap! Welcome! What happens when these words of greeting from different cultures are uttered? What do we associate with those greetings and the people in those states or countries who say them? How do they impact us emotionally and do they change the way we perceive and receive our experience in that place? Cultures around the world have many insightful and practical traditions and styles that can benefit a service mindset and in turn enhance service delivery. Let’s take a look at certain cultural traits and their potential impact in today's hospitality world and guest experience management. Consider how hospitality and business leaders and their teams may adapt some of these cultural traits and examples to benefit their own teams in guest and customer interactions. Note how these examples may serve as inspiration and motivation for a stronger service culture and more engaging guest experiences. The Spirit of Aloha: The Hawaiian Style of Hospitality I had the opportunity to live in Hawaii as a young girl. While there, I studied and performed Hawaiian dancing which required me to be completely immersed in and part of the Hawaiian culture and in turn the Aloha spirit. My teacher showed me how to tell stories through my hands, my eyes and body language in each dance that she taught. I learned first hand how...
Words: 4388 - Pages: 18
...ARAB CUSTOMS AND CULTURE All Arabs share basic beliefs and values that cross national and social class boundaries. Social attitudes have remained constant because Arab society is more conservative and demands conformity from its members. It is important for Western observers to be able to identify and distinguish these cultural patterns from individual behaviors. Although Iraq is a secular country, the traditional Islamic culture predominates, with Qur’anic Law playing an active role in the day-to-day life in the country. ARAB WORLD VIEW: An Arab worldview is based upon six concepts: atomism, faith, wish versus reality, justice and equality, paranoia and the importance of family over self: · Atomism. Arabs tend to see the world and events as isolated incidents, snapshots, and particular moments in time. This is a key psychological feature of Arab culture. Westerners look for unifying concepts whereas Arabs focus on parts, rather than on the whole. It also means the Western concept of cause and effect is rarely accepted by Arabs who may not necessarily see a unifying link between events. They do, however, maintain a long-term memory over actions and events. It is important to point out that it is memory, not necessarily history that is important. · Deep belief in God. Arabs usually believe that many, if not all, things in life are controlled by the will of God (fate) rather than by human beings. What might appear as fatalism initially is more deeply...
Words: 2299 - Pages: 10
...visitors, check guests out, and keep the front reception desk area and entrance hall clean and respectable. As a front desk negotiator, you may be necessary to help in other areas of the hotel, such as cleaning, during demanding seasons or if staff is short-staffed .You will be in charge for large amounts of cash, authorizing guest refunds, and attractive care of any guest complaints or room issues. Housekeeping Staff and Laundry Housekeepers are in charge for the sanitation of all rooms in such a way that a guest would not appreciate someone had just checked out of the space earlier that same daybreak. You will also stripe all linen off each double bed and make each bed according to the hotel principles. The guest rooms are carefully cleaned and clean before a guest arrives. Smaller hotels may need the housekeepers to do the laundry, which will require you to wash, dry and fold all linens, as well as sheets, pillowcases, comforters and blankets. As a laundry person, you would be requisite to also take away stains that may be in any linen, when potential. Hotel receptionists, like hostesses in a bistro, are the first contact a person has when incoming an organization. A Hilton and Marriott hotel receptionist gives a first intuition of the entire hotel. Helpful, personable, specialized and efficient overhaul make a possible guest feel that they are making the right choice in staying in a Hilton hotel. A hotel receptionist is responsible for salutation guests with a beam, welcoming...
Words: 374 - Pages: 2
...show. You have to research it before the show and be prepared. Second, it is important being polite and sensitive to visitor’s conduct. We have different way of greeting, eye contacting. For example, bow is customary greeting in Japan, however, American people generally are not expected to be familiar with the complex Japanese bowing protocols. You should to be mindful of the visitor’s individual mannerisms. Third, you have to keep proper distance because different cultures have different norms for physical proximity. You have to be careful the personal space when you have a one to one conversation with foreign visitors. Fourth, it is important to build a good relationship with the trade show guests before doing business with them. International business executives usually prefer to establish strong personal relationships prior to doing business. Fifth, it is good to introduce your top ranking executives when the international visitors visit your booth in the trade show. Most of foreign visitor’s expectation is meeting the highest ranking executives first. Also, you have to consider how to exchange business cards with foreign people. For example, in Japan, you have to hold the card with your both hands to show your respect to your business partner. Finally, you should avoid colloquialisms. International trade show guests might...
Words: 426 - Pages: 2
...Human Resources Receptionist Job Summary The Humana Resources receptionist will support the HR administration with day-to-day functions and duties. Responsibilities would include greeting employees and guests, answer phone calls, filing documentation, preparing letters or reports, and interacting with the HR director and other staff members. Essential Job Functions * Answer incoming calls using a multi-line switchboard to screen and forward calls, taking messages, schedule appointments, or providing information. * Greet people or employees entering the department by verbal greetings, friendly smile and gestures to show acknowledgment. * File and alphabetize personnel files to maintain file organization. * Handle director’s calendar on MS Outlook calendar to manage time, appointments, and meetings. * Sort and distribute mail and delivery to the correct employees or department. * Direct guests or employees by escorting or giving directions to the appropriate location. * Obtain and/or send information or documents using the email, mail, or fax machine for timely communication. * Prepare documents or letters in MS Word to communicate to employees or customers. * Assist in meetings, conferences or conference calls to help in planning and preparing necessary information, documents, and tools needed during the meetings, conferences or conference calls. Required Knowledge, Skills and Abilities * Knowledge of phone multi-line switchboard...
Words: 423 - Pages: 2
..."Happy Birthday to You", also known more simply as "Happy Birthday", is a song that is traditionally sung to celebrate theanniversary of a person's birth. According to the 1998 Guinness Book of World Records, "Happy Birthday to You" is the most recognized song in the English language, followed by "For He's a Jolly Good Fellow". The song's base lyrics have been translated into at least 18 languages.[1], p. 17 The melody of "Happy Birthday to You" comes from the song "Good Morning to All", which was written and composed by American siblings Patty Hill and Mildred J. Hill in 1893.[2][3] Patty was a kindergarten principal in Louisville, Kentucky, developing various teaching methods at what is now the Little Loomhouse;[4] Mildred was a pianist and composer.[1], p. 7 The sisters created "Good Morning to All" as a song that young children would find easy to sing.[1], p. 14 The combination of melody and lyrics in "Happy Birthday to You" first appeared in print in 1912, and probably existed even earlier.[1], pp. 31–32 None of these early appearances included credits or copyright notices. The Summy Company registered for copyright in 1935, crediting authors Preston Ware Orem and Mrs. R.R. Forman. In 1988, Warner/Chappell purchased the company owning the copyright for $25 million, with the value of "Happy Birthday" estimated at $5 million.[5][6] Based on the 1935copyright registration, Warner claims that the United States copyright will not expire until 2030, and that unauthorized public...
Words: 1014 - Pages: 5
...MY CULTURAL PROFILE: INDONESIA Indonesia’s Profile • • • • • • • • • • Official name: Republic of Indonesia Population: 242.8 million (UN, 2012) Capital: Jakarta Area: 1.9 million sq km (742,308 sq miles) Major languages: Indonesian, 300 regional languages Major religion: Islam Life expectancy: 68 years (men), 72 years (women) (UN) Monetary unit: 1 rupiah (Rp) Main exports: Oil and gas, plywood, textiles, rubber, palm oil GNI per capita: US $2,940 (World Bank, 2011) (BBC, 2013) General Etiquette Meeting and Greeting (Ediplomat, 2014) • • • Greetings can be rather formal as they are meant to show respect. A handshake is the most common greeting. Many Indonesians may give a slight bow or place their hands on their heart after shaking your hand. Sometimes, younger ones would bring your hand to their forehead as a respect. This is normally among the Muslims. • • Always start your greeting with eldest person (or higher hierarchy) first. Titles are important in Indonesia as they signify status. If you know of any titles ensure you use them in conjunction with the name. • Some Indonesians only have one name, although it is becoming more common for people to have a first name and a surname, especially in the middle class. • Many Indonesians, especially those from Java, may have had an extremely long name (hence my last name!). Be very careful to pronounce them. If in doubt, just refer to them as Mr/Miss along with their first names. There are several ethnic groups in Indonesia...
Words: 1415 - Pages: 6
...the reception area but it also includes reservations, switchboard, valet, Concierge etc. Its most vital and important role can be expressed in one sentence “It is the first and the last experience a guest has” in any hotel. Housekeeping department handles all customer related care applied in Housekeeping technical operations. The students will have the opportunity to learn various aspects of the function of this department in the upkeep of the Hotel. Food and Beverage Operation Food & Beverage department is not only related to cooking and serving but it also has everything to do with how the guests experiences the service in their rooms, restaurants, bars, banquets, pool, conventions, corporate meetings and or even a small seminars, It is where most guests interact. Accounting This accounting section would not detail the entire department but lays down the principles of accounting, maintenance of the books, cash and or manual registers and basic computer knowledge. It also has everything to do with how the guests experience during their stay at the hotel and restaurant. How to accurately prepare the invoices, bills, checks and balances. Cash and Credit handling procedures etc. Sales and Marketing A hotel guest Relation Officer handles all customers, from greeting to building a rapport, from the individual or a group, checking in the out and is instrumental in customer retention & future business. Computer and IT Students will be exposed to the computerized...
Words: 290 - Pages: 2
