...UNIT 14: HOSPITALITY CONTRACT AND EVENT MANAGEMENT Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand external factors that affect planning and management in the event and contract sectors Diversity of sector: employee catering; hospital catering; school meals; conference centres; location and outdoor events; banqueting; private functions Types of service provision: food and beverage services; accommodation services; reception; facilities management; linen and laundry; cleaning; administration; hotel services; maintenance; security; purchasing; human resource services Component elements of the contract/event: menu design; food and beverage service style; staffing; timing; space layout; decoration; entertainment; lighting and sound External factors: socio-cultural; economic; political; technological; environmental; legal LO2 Understand the operational issues which affect the success of event management Elements of project management: action planning; product knowledge; decision-making; scheduling; administration; client liaison; component elements of the event; liaison with internal/external providers (executive chef, restaurant/bar manager, HR manager, front office, AV technician, florist, artiste/agent) Food and beverage systems: suitability of menu design; type of food service system for a particular contract and event catering situation; suitability of purchasing; delivering and storage systems Marketing and sales issues: product placement;...
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...UNIT 5: FOOD AND BEVERAGE OPERATIONS MANAGEMENT Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand different food and beverage production and service systems Food production: systems eg traditional, batch cooking, call-order, centralised, assembly kitchens, sous-vide, cook-chill, cook-freeze Service: systems eg table service, counter service, à la carte, table d’hôte, silver service, family service, plate service, guéridon service, specialist food service systems Recipe and menu factors: recipe suitability and modification; customer perceptions; choice of products; flavour and appearance of dishes; nutritional value Cost implications: system costs; equipment; staff; products Staffing implications: system skills and de-skilling; job specifications; training; levels of output Application: within the hospitality industries eg hotels, restaurants, pubs, clubs and nightclubs, contract food services, hospitality services, membership clubs, events and specialist operations, banqueting, fast food, in-flight catering LO2 Understand the financial processes used in food and beverage operations Financial statements: dish costing sheets; cost statements; operating statements; variance analysis; sales records Costs and pricing: dishes; menus; beverage lists; sales mix; net and gross profit; fixed, variable, direct, indirect cost; cost elements; VAT; discounting Purchasing process: requisition of equipment and supplies; purchasing options; purchase specifications;...
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...UNIT 3: CUSTOMER SERVICE Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand customer service policies within business and services contexts Policies: policies (structure, use, focus, customer requirements/expectations, product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation, effective communication) Quality of service: methods of assessment; customer expectations; standardised procedures; codes of practice; staff levels (staffing levels, staff competency, flexibility, reliability and responsiveness) Evaluation: purpose; sources of feedback; accuracy; relevance; reliability; validity; methods of data collection; improvements; staff training and development Hospitality industry: industries within the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events LO2 Understand the purpose of promoting a customer-focused culture Communication: types eg verbal, non-verbal body language, written; types of response; use; effect Customer: central role; customer service culture; identifying and analysing customer requirements and expectations; influences of service provision on customer perceptions Benefits of improved service: customer satisfaction, repeat business, improved reputation, increased profit LO3 Be able to investigate customer...
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...BTEC QCF HND in Hospitality Management Investigating Rooms Division Submitted to: Chris Maugino Submitted by: Md Rashedul Hasan, Date: 15.08.2011 1 Acknowledgement I would like to give my special thanks to my course teacher Chris Maugino for giving me such kind of excellent opportunity to prepare the interesting assignment and proper guidance to complete this work. I am grateful to my friends for their help and support when preparing this assignment especially in group study. I also give thanks to the manager of Park Plaza Sherlock Holmes who helped me a lot to make my report on interior design successfully. Other staff also helped me that make my report very easy and interesting. They are such a good person and gave me the full information as well as the data to complete this report. Finally, I like to say that, I have prepared this assignment from own experience. I am ready to accept my unwilling errors and omission which belong to me. 2 Table of content 1. Title Page ...........................................1 2. Table of Content.................................. 3 3. Introduction........................................ 4 4. Activity 2..............................................5 5. Activity 3..............................................17 6. Activity 4 ..............................................22 7. Activity 5...............................................28 8. Activity 7..............................................38 9. Activity...
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... without the prior consent of the Publisher. The Guide is a useful resource for those seeking to gain the internationally recognised CTHCM qualifications. The Guide however must be used together with the recommended textbooks. CONTENTS 1. Introduction 2. Food Production Methods 3. Food Service Outlets 4. Food Service Methods 5. Food and Beverage Service Staff 6. Menus and Beverage Lists 7. Food and Beverage Service Area and Equipment 8. Food Service – Accompaniments and Covers 9. Food and Beverage Service Sequence 10. Beverage Service – Non Alcoholic Beverages 11. Alcoholic Beverage Service – Wine and Beer 12. Alcoholic Beverage Service – Spirits, Liqueurs and Bar Operations 13. Customer Care and Selling Skills 14. Functions and Events 15. Supervisory Aspect of Food and Beverage Management 1 5 31 46 65 77 92 113 128 167 181 207 228 244 262 1 Introduction Description The aim of Food and Beverage Operations module is to provide students with an understanding of the operational and supervisory aspects of running a food and beverage operations for an international clientele in a range of establishments to encourage an appreciation of the origins of such systems and to understand the various factors involved in meeting customer needs. Students will gain an understanding of food...
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... without the prior consent of the Publisher. The Guide is a useful resource for those seeking to gain the internationally recognised CTHCM qualifications. The Guide however must be used together with the recommended textbooks. CONTENTS 1. Introduction 2. Food Production Methods 3. Food Service Outlets 4. Food Service Methods 5. Food and Beverage Service Staff 6. Menus and Beverage Lists 7. Food and Beverage Service Area and Equipment 8. Food Service – Accompaniments and Covers 9. Food and Beverage Service Sequence 10. Beverage Service – Non Alcoholic Beverages 11. Alcoholic Beverage Service – Wine and Beer 12. Alcoholic Beverage Service – Spirits, Liqueurs and Bar Operations 13. Customer Care and Selling Skills 14. Functions and Events 15. Supervisory Aspect of Food and Beverage Management 1 5 31 46 65 77 92 113 128 167 181 207 228 244 262 1 Introduction Description The aim of Food and Beverage Operations module is to provide students with an understanding of the operational and supervisory aspects of running a food and beverage operations for an international clientele in a range of establishments to encourage an appreciation of the origins of such systems and to understand the various factors involved in meeting customer needs. Students will gain an understanding of food...
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...National Arts Holdings Limited (Hong Kong Listed Code:8228) 1 Company Information National Arts Entertainment Limited (HK) National Arts Films Production Limited (HK) National Arts Advertising and Promotions Limited (HK) Head Return Limited (Theme Park Management) Expand Pacific Limited (Hotel Management) 2 Company Information Mainly focus on Hong Kong and China market We started our Film Production and Artist Management business since 2008 and got successful results. In the future, we shall continue developing international and diversified cultural, film and tourism industries. Our company has begun the development of scenic spots and hotel projects in recent years. 3 Company Information – Film Production Our Chairman, Mr. Checkley Sin Kwok Lam, is the producer of Ip Man movie series. His recent production ‘The legend is born – Ip Man’ received world recognition, several awards and nominations: In the 30th Hong Kong Film Award in 2011 • The nomination to compete for the Best New Artist (Mr. Dennis To) In the 13th Shanghai International Film Festival in 2010 • The nomination to compete for the Best Movie • The nomination to compete for the Best New Artist (Mr. Dennis To Yu Hang, Our Artist) • The award of the Best Supporting Actor (Sifu Ip Chun, the son of Grand Master Ip Man) 4 Company Information – Artist The nominations to Mr. Dennis To by his first two movies The legend is born - Ip man and...
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...Indian Hotel Industry Survey 2011-2012 For more information, or additional copies of this document, please contact: Secretary General Federation of Hotel & Restaurant Associations of India (FHRAI) B-82, 8th Floor, Himalaya House, 23 Kasturba Gandhi Marg New Delhi - 110 001 India Tel: Fax: Email: Website: +91 (11) 4078 0780 +91 (11) 4078 0777 fhrai@vsnl.com www.fhrai.com Price: FHRAI Members: FHRAI Non-Members: International: `500 (per additional copy) `700 US$50 © Federation of Hotel & Restaurant Associations of India, 2012 Reproduction of data from within this publication is permitted provided that acknowledgement is accredited to the FHRAI and HVS Hospitality Services. Table of Contents Foreword from the President, FHRAI............................................................................................................. 1 HVS Hospitality Services................................................................................................................................. 2 Synopsis and Key Highlights of the Survey................................................................................................... 4 Country Trends................................................................................................................................... 6 Key Highlights..................................................................................................................................... 8 City Trends....
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...INDIAN HOTEL INDUSTRY RESEARCH REPORT 2013 Submitted by: 1) Arindam Bagh 2) Arindam Das 3) Pavan Kumar Submitted by: 4) Arindam Bagh 5) Arindam Das 6) Pavan Kumar Table of Contents 1. Executive Summary 5 2. Industry Overview 6 2.1. Key Components of Hospitality Industry 6 2.2. Global overview 6 2.3. Indian overview 7 2.4. Market Structure 10 2.5. Industry metrics 12 3. Challenges faced in the Sector 14 3.1. Global economic uncertainty 14 3.2. Seasonality of demand 14 3.3. Oversupply 15 3.4. High Employee turnover 15 3.5. Lack of MICE related Infrastructure 16 3.6. Inadequate supply of quality talent 16 3.7. Low security 17 3.8. High cost of developing property 17 3.9. Poor Infrastructure 18 3.10. Difficult project financing 18 4. Growth Drivers 18 4.1. International tourist arrivals 18 4.2. MICE Destination (Meetings, Incentives, Conferencing, Exhibitions) 19 4.3. Government spending to boost growth 19 4.4. Improving economic environment 20 4.5. Increasing spending power 21 4.6. Government Support (Non-Monetory) 21 4.7. Offers from Airline Industry 24 5. Emerging Trends in the sector 25 5.1. Premium Hotel’s profitability to hit lows 25 5.2. Increasing revenues from F&B Segment 26 5.3. Development of niche tourism offerings 26 5.4. Growing trend towards service apartments 27 5.5. Growing demand for budget segment 27 5.6. Increasing interest of international operators 28 5...
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...HKU774 CATHY ENZ ALI FARHOOMAND BANYAN TREE: SUSTAINABILITY OF A BRAND DURING RAPID GLOBAL EXPANSION Within the next five years, if we play our expansion card right and we manage our growth properly, we have a reasonable, credible opportunity to become one of the top two or three dominant players in a global space which is very niche but nevertheless very global. - K.P. Ho, CEO of Banyan Tree Holdings Limited1 On 14 August 2006, exactly two months after its initial public offering (“IPO”), Banyan Tree Holdings Limited announced second-quarter results for the period ending on 30 June. Revenue had more than doubled to S$71.42 million, largely due to recovery following the 2004 Indian Ocean tsunami. The company felt that this was only the beginning, however, and had earmarked part of the IPO proceeds to finance an ambitious expansion plan. At the core of its business development plan was a proposal to open 21 new resorts3 over four years that would span non-Asian territories from Greece to Mexico. Banyan Tree CEO Ho Kwon Ping’s vision was to “string a necklace [of Banyan Tree properties] around the world”. The Asian Financial Crisis of 1997, the SARS crisis of 2003 and the Indian Ocean tsunami of 2004 had taken their toll on the travel and tourism industry [see Exhibit 1]. Although recovery was on the horizon, Ho understood the need to diversify risks across geographical regions and the IPO provided the finances to venture out of familiar territory. Two...
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...1 HOTEL OWNER / OPERATOR STRUCTURES: IMPLICATIONS FOR CAPITAL BUDGETING PROCESS Chris GUILDING Service Industry Research Centre, and School of Accounting and Finance Griffith University – Gold Coast Campus Queensland AUSTRALIA C.Guilding@griffith.edu.au Tel: (07) 5552 8790 Fax: (07) 5552 8068 I am grateful for funding support for this study provided by the Australian Cooperative Research Centre for Sustainable Tourism. I would also like to acknowledge the helpful comments and suggestions provided by two anonymous referees. 23 HOTEL OWNER / OPERATOR STRUCTURES: IMPLICATIONS FOR CAPITAL BUDGETING PROCESS ABSTRACT The findings of a field study concerned with appraising capital budgeting process implications arising from different owner / operator structures employed in the hotel industry are reported. Dimensions of conflict that can arise between hotel operators and owners are examined. Consistent with expectations motivated by agency theory, data collected suggest that capital budgeting systems in hotels operating under a divorced owner / operator structure exhibit more formalisation and a greater propensity for investment proposal cash forecast biasing. These findings suggest a degree of dysfunctionalism associated with the divorced / owner operator structure widely adopted in the hotel industry. Key words: Hotel, Capital Budgeting, Ownership structure, Agency theory.4 ...
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...Journal of Human Resource Management 9:1 February 1998 HRM strategies and labour turnover in the hotel industry: A comparative study of Australia and Singapore Angeline Cheng and Alan Brown Abstract This study explores the perceptions of HR managers on the strategic management of labour tumover in a selection of large hotels in Australia and Singapore, The main argument is that the effects of labour tumover can be mitigated with strategically managed human resources through the four key HR activities. The hotel industries in both Singapore and Australia revealed a comparable range of HR policies and practices being adopted, with an explicit recognition of the contribution an organization's human resources have on the bottom-line. There was a clear convergence towards minimizing tumover primarily through the recruitment, selection and induction processes. This was despite fundamental social, economic and labour differences between Singapore and Australia, Keywords Introduction In recent years, there has been widening recognition that human resource management (HRM) strategies impact on an organization's perfomiance and bottom-line results, contributing to overall effectiveness (Nankervis and Debrah, 1995). Particularly in the service industry, the effective utilization of human resources can give an organization its competitive edge (Schneider and Bowen, 1993). This has led to an increased interdependency of corporate strategy with human resource management (HRM), By effectively...
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...Annual Report 2010-2011 Contents Financial Highlights Notice Directors’ Report Management Discussion & Analysis Report on Corporate Governance Corporate Social Responsibility Initiatives 3 4-7 8 - 12 13 - 35 36 - 54 55 - 56 Standalone Financials Break-up of Total Expenses Auditors’ Report Balance Sheet Profit and Loss Account Cash Flow Statement Schedules to Accounts Notes to Balance Sheet and Profit and Loss Account Balance Sheet Abstract and Company’s General Profile Statement pursuant to Section 212 Summary of Financial Information of Subsidiary Companies Financial Statistics 57 58 - 61 62 63 64 65 - 81 82 - 106 107 108 - 109 110 111 Consolidated Financials Financial Statements Financial Statistics 112 - 155 156 1 The Indian Hotels Company Limited Board of Directors Management Ratan N. Tata R. K. Krishna Kumar K. B. Dadiseth Deepak Parekh Jagdish Capoor Shapoor Mistry Nadir Godrej A. R. Aga Raymond N. Bickson Anil P. Goel Abhijit Mukerji Managing Director Executive Director – Finance Executive Director – Hotel Operations Yannick Poupon Jyoti Narang P. K. Mohan Kumar Veer Vijay Singh Beejal Desai Solicitors Chairman Mulla & Mulla & Craigie Blunt & Caroe Chairman Vice Chairman Raymond N. Bickson Anil P. Goel Abhijit Mukerji Ajoy K. Misra H. N. Shrinivas Prakash Shukla Rajiv Gujral Managing Director Executive Director – Finance Executive Director - Hotel Operations Sr. Vice President – Sales & Marketing Sr. Vice President – Human Resources Sr. Vice President...
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...and Alkis Thrassou and contributors All rights for this book reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright owner. ISBN (10): 1-4438-4604-X, ISBN (13): 978-1-4438-4604-2 TABLE OF CONTENTS Chapter One ................................................................................................. 1 Knowledge Hybridization: An Innovative Business Practices to Overcome the Limits of the Top-Down Transfers within a Multinational Corporation Hela Chebbi, Dorra Yahiaoui, Demetris Vrontis and Alkis Thrassou Chapter Two .............................................................................................. 17 Rethinking Talent Management in Organizations: Towards a Boundary-less Model Carrie Foster, Neil Moore and Peter Stokes Chapter Three ............................................................................................ 42 Solidarity as a “Commons” to be Promoted: Organisation of Collective Action for a More Responsible Management Bernard Paranque Chapter Four .............................................................................................. 65 Mindset and Behaviour Effect on Firm Performance Stefano...
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...Research Paper The experience of ethnic minority workers in the hotel and catering industry: Routes to support and advice on workplace problems Ref: 03/06 2006 Prepared by: Tessa Wright and Anna Pollert (Working Lives Research Institute, London Metropolitan University) Funded by Acas and the European Social Fund For any further information on this study, or other aspects of the Acas Research and Evaluation programme, please telephone 020 7210 3673 or email research@acas.org.uk Acas research publications can be found at http://www.acas.org.uk/index.aspx?articleid=405 ISBN 0-9554830-0-X ISBN 978-0-9554830-0-4 The Experience of Ethnic Minority Workers in the Hotel and Catering Industry: Routes to Support and Advice on Workplace Problems Ref: 03/06 2006 Prepared by: Tessa Wright and Anna Pollert (Working Lives Research Institute, London Metropolitan University) Funded by Acas and the European Social Fund Acknowledgements The authors would like to thank the European Social Fund and Acas for providing financial support to the project, and Acas staff also for their guidance during the project, in particular Margaret Fox, Anthony Gould and Gill Dix. The project benefited greatly from the contributions of the Project Advisory Group, both in suggestions made on methodology, access and content at meetings, and help in accessing research participants. Many individuals and organisations helped us in gaining access to workers to interview...
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