...services for hotels and restaurants can be divided into several categories which include house keeping, booking, and communication and administration services (Lewry, 2012, p.2). The front office services for hotels and restaurants can also be under several categories which include bell service, room allocation services, concierge, information and mails, night auditors and cashiers. Accommodation services generally provide the clients or guest with comfortable, welcoming, attractive and clean services (Lewry, 2012, p.2). Other organizations like learning institutions offer accommodation and front office services as well. For example, higher education organizations like universities and colleges offer accommodation inform of hostels. Accommodation services in these institutions include booking, administration and communication services whereas the front office services include cashiers, enquiries and room allocation services. 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff M1: You should adopt a suitable strategy to identify responsibilities of reception service staff of an organization of your choice (Merit M1) Front office and accommodation services are divided into different departments and have several functions (Lewry, 2012, p.2). For example, Hilton Garden Inn Luton North is a hotel and restaurant located in the United Kingdom. The front office has several duties and different departments. The duties depend with...
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... Barry owns a motel and café in Solana beach. He hired a couple to run the daily operation of the Solana Motel and Café. Barry is only able to visit the motel and café periodically, he is afraid of internal fraud. He wants help with implementing internal control systems in order to prevent or detect fraud. In the next parts we will discuss the main concerns in the motel and café and suggest internal control systems to Barry to tackle these. 2. Motel Business The biggest concern in the motel business is that the couple (employees) Barry hired, to run the daily operation of the Solana Motel and Cafe, is both in charge of receiving money and depositing money. This leaves a high opportunity to commit fraud. For example, the couple could not record the payment received from the customer, so it will not be noticed when this money is not deposited at the bank. Moreover, they are in charge of the records of the rooms rented. They could indicate that the room is not rented, while the room actually is rented and keep the payment. This will not be noticed because the payment is not recorded. The best way to counter these problems would be in the case where different tasks are performed by different people. However, in the case of Solana Motel and Cafe segregation of duties would be very costly, because it is a relatively small firm and they only have a few employees. Segregation of duties in larger hotels will be discussed more extensively in the last section. In order to control...
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...Review Chapter 5 1. Describe the duties of the director of sales in a full-service hotel. - Director of sales, along with as many sales managers and sales representatives as are necessary to cover the files of previous guests and groups booked by the hotel, develop potential leads, and solicit business for the hotel. - Reports to the general manager. - Establishes and coordinates all efforts to obtain group business. - Makes commitments to a convention or a group function. - Works closely with advertising agencies in the development of all printed matter and promotional programs. In additional, a director of sales for hotels and hospitality works in the hotel or hospitality industry overseeing activities related to sales. Their primary goal is to make sure guests are satisfied and help solicit new or continuing business for the organization. They are in charge of ensuring their facility meets revenue goals in areas such as food, room rentals, and beverages; this typically includes overseeing not just guest rooms, but a banquet or rentable meeting space as well. They also have interactions with customers such as preparing information, receiving and responding to correspondence, and attending meetings before an event. A director of sales must be very versatile and be able to perform a variety of duties as needed. A director of sales typically works indoors, but may at times need to be outside to supervise a project. Usually, a director of sales works with...
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...to synthesize, apply and refine knowledge and skills learned in their academic experiences. In addition, practicum experiences are one of the primary ways in which department faculty members can observe and evaluate the skills of the student. Because of the importance of students’ practicum, the Department requires the student-trainee to prepare a narrative report of his practicum experiences in hospitality industry. This report was based on the student’s training experiences at the following establishments: Taal Vista Hotel, Taj of Tagaytay and Massimos Ristorante Italiano during the second semester of year 2007-2008 in Tagaytay City, Cavite, Philippines as a prerequisite for the subject HMT 12–Practicum. The practicum training was an exciting and memorable experience for the student because it gave her the first opportunity to employ the skills and theories she learned in classroom setting. TAAL VISTA HOTEL This section discusses topics which include: name...
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...Career Opportunities in Hospitality Industry Cruise Line Hotel Director - The Hotel Director oversees the whole Hotel Operations including the Guest Services department, the Food and Beverage department, the Housekeeping department, and the Entertainment department. Marketing and Revenue Manager - Oversees all the revenues onboard the ship and helps implement strategies to increase onboard sales within various departments. Candidate works closely with the Hotel Director and Cruise Director as well as the Training and Development Manager. Guest Services Manager - Oversees the Customer Relations Manager, Financial Controller, and Shore Excursions Manager. Customer Relations Manager - Manages the guest service team to achieve optimal passenger service. The Customer Relations Manager enforces policies and procedures for front desk cash handling. Financial Controller – Manages the financial controls and accounting functions of the vessel. This person provides the financial reporting to the Hotel Director. The Financial Controller manages credit card and cash transactions. This position oversees and trains the Front Desk Supervisor as well as the Night Manager/Auditor. Shore Excursion Manager - Manages the shore excursion desk; Books shore excursions for guests; Supervises the Shore Excursion Assistants; Handles and resolves guest complaints; Liaises with shoreside tour operators. Guest Services Supervisor - The Guest Services Supervisor addresses guest complaints...
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...Bachelor of Tourism and Hospitality Management Semester 1, 2009 BTH701 Logistics for the Tourism and Hospitality Industry: Logistics for the Food Service Industry Assessment 2 – Research and Reflective Analysis Report Stores Management Operational Plan Escape Hotel Lecturer: David Craven-Kalber Student Name: Su Yu Hsu Student ID Number: HSU06138476 Due Date: Monday 18th of May, 2009. Table of Contents INTRODUCTION3 1. STOCK TAKING4-6 Purpose4 Frequency4-5 Reporting5 Documentation5-6 Techniques Employed6 2. ORDERING7 Authorized Personnel7 Type of Ordering Regime7 Document Preparation8 3. GOODS RECEIVING1 Procedures9-10 Security10 Food Hygiene10-11 Verification11 Documentation12 Goods Rejection12-13 CONCLUSION13 REFERENCES14 APPENDIX 115 APPENDIX 216 APPENDIX 317 APPENDIX 417 APPENDIX 518 APPENDIX 618 APPENDIX 719 INTRODUCTION ‘Escape Hotel’ is a five-star hotel located in the Melbourne CBD with 800 guest rooms. It has three Food Operations: * Grill and Lounge: serving innovative International cuisine daily for dinner and specialty cocktails. * The Coffee Bar: provide coffee, juices, muffins, morning bagels, cakes and sandwiches. It is open for breakfast and lunch every day. * Sakura Japanese Restaurant: offers the finest in Japanese cuisine. It has a Teppanyaki Bar with skilled and experienced chefs. The Menu contains teriyaki dishes and sushi along with other traditional meals. This paper is a research...
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...Beach Hotel Reservation System Table of Contents 1. General Details about the Organization. 2. Business Processes of the Organization. 3. Existing Information Systems. (Both Computer Based & Manual) 4. Computer Based Information Systems that could be introduced. 5. Recommendations and Discussion. 1.GENERAL DETAILS ABOUT THE ORGANIZATION Tangerine Beach Hotel is a 03 star hotel in Sri Lanka which is an associate company of Mercantile Investments Limited, which has diversified into tourism with other 03 resort hotels. 1. Royal Palms Beach Hotel in Kaluthara. 2. Grand Hotel in NuwaraEliya. 3. Nilaveli Beach Hotel in Trincomalee. With the collaborative enhance support from the Tangerine Tours; Tangerine Group of Hotels has built up a clientele from all over the world. Tangerine Beach Hotel is located in Kalutara area. It belongs to the Tangerine Group of companies. The hotel consists of many facilities to full fill their guest’s requirements to the maximum level. It include 166 bedrooms comprising of 6 spacious overlooking the Magnificent ocean, Cable television & Local Channels, Mini Fridges, Telephone and IDD facilities, Hot & Cold water, WIFI ( available in Lobby and selected other public areas), and also they are providing customers with finest meals in the country with the guidance of experienced chefs. Nowadays hotel industry has lots of opportunities and the industry is in its highest peak now. Hotel Tangerine is a mass tourist hotel which...
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...RESERVATION ( The main function of the reservation process is to match room requests with room availability. Below is the detailed process of reservation: a) Conduct the reservation inquiry b) Determine room and rate availability c) Create the reservation record d) Confirm the reservation record e) Maintain the reservation record f) Produce reservation reports I- Reservation and Sales: ( Prior to Computerization era, the main function of the Reservation Process is only to determine Basic Room Availability. That is to say, the reservation clerk can only tell the potential guest that a room is reserved for him/her. However, the reservation clerk can not tell you the type of the room, rate honored… Nowadays, with the wide use of reservation software package programs, it is now possible to reserve a room by room type, rate, and to accommodate all the possible special requests of the guest. Therefore, the selling function shifted from the front office to the reservation department. Hence, projections of Room Revenues and Profitability Analysis became one of the basic functions of the Reservation Department. ( In parallel, reservation department and reservation agents should have sales goals to achieve which might focus on number of room nights, average room rate, and/or booked room revenue. II- Types of Reservations: 1. Guaranteed Reservation: Insures that the hotel will hold a room for the guest until a specific time following the guest’s scheduled arrival date...
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...quantity of labour. The design of the established kitchen, first introduced into the UK in the latter half of the nineteenth century, grew up around the division of tasks into parties (comparable tasks with numerous foods were carried out by a particular group of people). This was the progress of the parties system. The rigid demarcation between the sections meant that the staffing ratio was high in comparison with the number of meals served. During the first half of the twentieth century there was little or no technical change in the kitchens of hotels and restaurants. Most managers and chefs had been trained in the old traditional methods which gave reasonably satisfactory results, and to them there seemed little reason to change. It is only during the last forty years that changes in the old traditional methods have evolved. These changes were slow to appear and started in the manufacturing industry rather than in the kitchens of hotels and restaurants. Technical research was done by the major firms of food suppliers and their products slowly became accepted by the catering industry, as skilled catering staff began to be in short supply. This was further optimistic by the rising costs of space that was necessary for a traditional kitchen. Traditional kitchen tasks were beginning to disappear at increasing speed. In 1966 the first cook-freeze operation in the UK began,...
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...Hyatt Regency, Pune – An Introduction Hyatt Regency Pune is a 5 star luxury hotel located in Viman Nagar, Pune. The area hosts Giga space and Weikfield IT Park, Conveniently located on Nagar Road, the hotel in Pune is only 2,5km from Pune’s Lohegaon International Airport and the city’s entertainment areas of Koregaon Park and Kalyani Nagar, making it among the most sought after hotels in Pune. The hotel provides 219 rooms & suites and 84 serviced apartments for long-term guests. Hyatt Regency Pune hosts Arogya Spa & Fitness Centre, an exclusive environment offering Ayurvedic treatments, a 17-metre heated indoor swimming pool, a sauna, a steam room and a whirlpool. The numerous activities in the surrounding area of the luxury hotel in Pune offer the guests the opportunity to spend unforgettable moments during their leisure or business trip: golf, sightseeing, art galleries, trekking etc. Introduction To Food And Beverage Department The hotel in Pune features a variety of luxury hotel restaurants, bars & lounges, including Italian and Indian cuisines at La Terrazza , The Café and a wide range of Single Malt whiskies and other liquors, wines, beers and cocktails in an elegant and intimate setting at The Single Malt & Co. Bar and Lounge. Food and Beverage in Hyatt Pune is headed by EAM Mr. Hemant Mehta. The proposed Departmental Hierarchy of Food and Beverage Department in Hyatt Pune is given below: ...
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...selling? 2. How does the Ritz Carlton create Ladies & Gentlemen in only 7 days? 3. Should McBride change the 7 day countdown? 4. How would you experiment in this kind of business? 1. What is the essence of what the Ritz Carlton is selling? To its customers, The Ritz Carlton is selling Excellence; A quality driven package of unrivalled personal service, attention to detail, anticipation of and taking care of every need, and above all, respect. To treat every customer as a Lady or a Gentleman. When Patrick Mene joined The Ritz-Carlton in 1990 as the Chief Quality Officer, his primary mission was to integrate and prioritize the values and concepts of the Malcolm Baldrige National Quality Award criteria at all the company’s hotels around the world. MBNQA is presented annually by the President of the United States to organizations that demonstrate quality and performance excellence The “Baldrige Criteria for Performance Excellence” are listed as: • Leadership • Strategic planning • Customer and market focus • Measurement, analysis, and knowledge management • Human resource focus • Process management • Business/organizational performance results The Ritz-Carlton applied for and won the award again in 1999, becoming only the second American company to earn the distinction more than once. Leadership: The management of the organisation has a considerable percentage of people who started their careers at the bottom rung, giving them a unique insight and relationship...
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...Hospitality and Hotel Management Name University Affiliation Introduction The following paper outlines the importance of budget planning and the measures involved in developing a financial plan so that organizational goals and objectives are achieved. The paper analyzes various aspects of budget preparation process, the need for involving all the stakeholders in order to create an inclusive workplace and to take appropriate measures for detecting and controlling fraud through various internal control measures. 1) Circulating budget to the staff It is essential to compose the financial backing prepared so it is clear to the management about the estimation instruments that should be connected to screen the advancement and make an agenda to guarantee each and every component are attended to and included. To guarantee that the staff is clear about the hierarchical targets, it is important to include program chiefs, departmental staff in the financial backing process and examine the procedures in workforce conference. Diverse spending plans relating to different divisions like buying, promoting, deals, and so forth ought to be dispersed through departmental heads in order to guarantee that all the monetary allowance things are in a state of harmony with the hierarchical objectives (Foley, 2010). Freedman (n.d) mentions that circulating budgets among the staff motivates them to work in accordance with the organizational objectives. It is further argued the successful allocation...
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...Supervisor Median Salary in HRM……….. 19 Figure 2.2 Document Control Supervisor Median wage in HRM………….. 20 Figure 3.1 Document Control Supervisor Median SALARY in CANADA…. 21 Figure 3.2 Document Control Supervisor Median wage in CANADA….... 21 Figure 4.1 Document Control Supervisor Median SALARY in CALGARY... 22 Figure 4.2 Document Control Supervisor Median WAGE in CALGARY..... 22 Executive Summary Background In 2011, Irving Shipbuilding Ltd. was awarded a $25 billion contract to build new combat ships for the Canadian navy over the next 20 years. This contract award had some far-reaching consequences at all levels of the organization. More importantly, the Human Resource function would now have to adapt to new business needs. Using the role of Data Control Supervisor, this paper aims to demonstrate how to properly develop and administer an all-encompassing job analysis questionnaire. The development of a job analysis questionnaire is essential in conducting a thorough job analysis for any position. Human Resource processes need a clear understanding of what a job or position entails in...
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...solutions for handling recurrent assignments that range in complexity. He/ She is responsible for all resort departments and supervises all "resort" department heads to ensure company standards and procedures are being upheld, in an effort to maximize guest service and satisfaction. Oversees staff morale onboard and allocates staff. They are directly involved in the maximization of resort revenues and will monitor and control expenses and requisitions of all resort departments. The Resort Director ensures all group functions and our guests are looked after. FRONT OFFICE DEPARTMENT To ensure that all Departments under his supervision are successful and as independent profit center as possible, ensuring maximum guest satisfaction consistent with our resort standards, through planning, organizing, directing and controlling all aspects related to the revenues and operating expenses. Main Duties: Financial Responsibilities 1. Is able to effectively interpret financial result in regards to revenues, payroll, costs and expenses. 2. To assist in the preparation of the Annual Operation Budget this will form part of the Business Plan. 3. To establish and monitor cost and expense control systems and procedures to...
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...Licensed to: iChapters User Licensed to: iChapters User Modern Food Service Purchasing Robert Garlough Vice President, Career and Professional Editorial: Dave Garza Director of Learning Solutions: Sandy Clark Senior Acquisitions Editor: Jim Gish Managing Editor: Larry Main © 2011 Delmar, Cengage Learning ALL RIGHTS RESERVED. No part of this work covered by the copyright herein may be reproduced, transmitted, stored, or used in any form or by any means graphic, electronic, or mechanical, including but not limited to photocopying, recording, scanning, digitizing, taping, Web distribution, information networks, or information storage and retrieval systems, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without the prior written permission of the publisher. Product Manager: Nicole Calisi Editorial Assistant: Sarah Timm Vice President Marketing, Career and Professional: Jennifer Baker Executive Marketing Manager: Wendy Mapstone Senior Marketing Manager: Kristin McNary Marketing Coordinator: Scott Chrysler Production Director: Wendy Troeger Senior Content Project Manager: Kathryn B. Kucharek For product information and technology assistance, contact us at Cengage Learning Customer & Sales Support, 1-800-354-9706 For permission to use material from this text or product, submit all requests online at www.cengage.com/permissions. Further permissions questions can be e-mailed to permissionrequest@cengage.com. Library of Congress Control Number:...
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