the management and execution of the design.
Interior design as carried out in the US is an almost entirely different practice to that carried out
in the UK. This article describes interior design that relates mainly to the US.
In the past, Interiors were put together instinctively as a part of the process of building.[1] The
profession of interior design has been a consequence of the development of society and the
complex architecture that has resulted from the development of industrial processes. The pursuit
of effective use of space, user well-being and functional design has contributed to the
development of the contemporary interior design profession.
In ancient India, architects used to work as interior designers. This can be seen from the
references of Vishwakarma the architect - one of the Gods in Indian mythology. Additionally,
the sculptures depecting ancient texts, events are seen in palaces built in 17th century India.
The Dark Ages led to a time of wood paneling, minimal furniture, and stone-slab floors. during
the time people added a deccorative elements by putting wall fabrics and stone carvings. Coming
out of the Dark Ages the work of color and ornamentation was introduced. And in the 12th
century the Gothic Style came out and is noted for opened interiors and natural light.[2]
Throughout the 18th century and into the early 19th Century, interior decoration was the concern
of the homemaker or, in well off families an upholsterer or craftsman may influence the style of
the interior space. Architects would also employ craftsmen or artisans to complete interior design
for their buildings. Towards the end of the 19th century interior decorating emerged as a
profession in the Western world. This was due to various actions, particularly by women, to
professionalise the homemaking process. See more Wikipedia
At Hotel GLO Espoo Sello's we're specialists in customizing your stay. All GLO's lifestyle
products and services such as gym and sauna (in Kämp Spa, downtown Helsinki), internet
connection in the hotel and car parking are free of charge during your stay at Hotel GLO Espoo
Sello, Beside of all these, Hotel GLO has wonderful staff called "GLO hosts" who are happy to
help you if any questions or help to guide yourself in Espoo. Get to know the hotel premises:
Restaurants and Bars Restaurant Carlito's Sello GLO Bar
TV lobby and library
TV lobby and library is located in the hotel's lobby.
Business Centre
The Business Point is located right next to the reception desk and can be used free of charge, for
instance, read e-mail and check the Espoo transport timetables.
Sauna and gym
Hotel GLO Espoo Sello offers you the possibility to enjoy a traditional sauna experience in
Kämp Spa, in downtown Helsinki. Kämp Spa sauna and gym are free of charge for all the hotel
guests. Right next to Hotel GLO Espoo Sello, Elixia gym is available for a fee of 10 euros.
Shopping Centre
Hotel GLO is situated in Shopping Centre Sello which has 160 shops and boutiques.
CONFERENCES
Hotel GLO Espoo Sello houses modern, comfortable and uniquely inviting conference, party and
meeting rooms which are managed by Restaurant Carlito's. The rooms can be modified to
perfectly meet the customer’s needs. The meeting rooms are located in the 9th floor and have a
magnificient view over Espoo.
PARKING Guests at Hotel GLO Espoo Sello have free parking at Sello shopping centre’s
parking garage. The parking permisson is available from the hotel reception.
11. Basic principles of guest services in hotels in the world.
MB - main building - основное здание отеля.
HV - holiday village - отель, представляющий собой комплекс бунгало.
BGL, BG - bungalow - бунгало; строение, стоящее отдельно от основного здания.
Chale - пристройка к основному зданию или отдельный коттедж.
Cabana - постройка на пляже (или около бассейна), типа бунгало, стоящая отдельно от
основного здания и иногда оборудованная как спальня.
Cottage - коттедж.
Villa - Вилла, как правило двухэтажная, с гостинной, дополнительным санузлом. Часто с
отдельным бассейном.
Executive floor - один или несколько этажей в отеле с более высоким уровнем
обслуживания.
SGL - single - одноместное размещение.
DBL - double - двухместное размещение (такой номер может быть либо с одной двуспальной
кроватью, либо с двумя отдельными кроватями (double twin).
TRPL - triple - трехместное размещение (обычно две кровати + дополнительная
раскладывающаяся кровать, либо диван).
QDPL-quadriple - четырехместный номер.
ExB - extra bed - дополнительная кровать.
Chld - child- стоимость размещения ребенка до 12-ти лет; иногда СН - большой ребенок, до
12-15
лет; ch - маленький ребенок - до б лет, inf - infant - ребенок 0-2 лет. Обычно стоимость
указывается
для ребенка в номере с двумя взрослыми DC (DBL+Chld), но также может бьггь SC
(SGL+Chld),
DBL+2Chld - два взрослых и два ребёнка и SGL+2Chld - один взрослый и два ребенка.
BO - bed only - размещение без питания.
ROH - run of the house - размещение на усмотрение отеля.
Гостиничные номера
STD - standart - стандартная комната;
BDR, BDRM - bedroom - номер со спальней;
Superior - комната большего размера, чем стандартная;
corner room - угловая комната;
studio - студия, однокомнатный номер больше стандартного с встроенной кухней;
family room - семейная комната, размером больше стандартной;
family studio - номер __________для семьи с двумя смежными комнатами;
extra bed (или king size) - номер с одной большой кроватью для семейной пары;
suite - номер (больше чем стандартный) с гостиной и спальней, с мебелью и оборудованием
высокого качества;
suite mini - номер улучшенной категории;
junior suite - двухместный однокомнатный номер большого размера и улучшенной
планировки; de luxe - такой же номер, но с более дорогой обстановкой;
executive suite, suite senior - номер повышенной комфортности, состоящий из двух и более
комнат;
business - большой номер с оргтехникой (компьютером, факсом), пригодный для работы;
honeymoon room - номер для молодоженов;
connected rooms - совмещенные номера, имеющие дверь-проход из одного в другой;
duplex - двухэтажный номер;
Al-Farabi KazNU Hotel Business Uvarova A.K.
apartment - номера, приближенные к виду современных квартир, имеющие места для
приготовления еды; двух и более комнатная квартира;
president - самые роскошные номера гостиницы, несколько спален, кабинет, два-три
туалета; balcony - номер с балконом;
City view - номер с видом на город;
Beach view - номер с видом на пляж;
Pool view - номер с видом на бассейн;
Garden view - номер с видом на сад;
Ocean view - номер с видом на океан;
Land view - номер с видом на окрестности;
Dune view - номер с видом на дюны, пески;
Mountain view - вид на горы;
Park view - номер с видом на парк;
SV, Sea view - номер с видом на море;
SSV, Side Sea view - номер с боковым видом на море;
Inside view - вид на атриум или внутреннюю часть отеля.
12. Corporate culture in Hospitality Industry. Service standards.
Wherever people live and work together, culture develops. Organizational culture refers to the
beliefs, values and attitudes that define your company, and like cultures elsewhere,
organizational culture develops spontaneously, whether you nurture it or not. Since hospitality
staff directly serve people, your customers get a taste of what your business is all about every
time they interact with your staff. Managing your organizational culture is crucial for delivering
the right impression every time.
Culture is less about policy and more about people, especially in the service-oriented hospitality
business. To create the organizational culture you want, it's important to define your mission and
values, but the crucial second step is finding people committed to those principles. As a paper
published at ScholarWorks@UMass Amhurst by Mary E. Dawson and JeAnna Abbott points
out, choosing the right people improves retention rates and service levels. For example, if you
want to run a bed and breakfast that's committed to conscientious service, job interview
questions about attention to detail should be included in your hiring process. Once you have your
work force onboard, nurture the positive qualities you're looking for. Dawson and Abbott point
to the example of Disney University, which produces staff who are courteous and customerfocused
for the company's theme parks.
When you hire people who fit well with your culture, you're more likely to secure a long-term
commitment from them, but there's more you can do to get people engaged with the mission of
your organization. If your company believes in continuous service improvement, for example,
then inspire them by practicing continuous improvement at all levels of the organization. Invest
in developing employee skill sets by sending people to conferences and continuing education
courses. If you expect employees to deliver a certain experience to customers, you need to make
that experience a reality throughout the company. Staff should feel the culture you talk about if
they're going to remain enthusiastic.
All cultures have great stories, and your business should have one too. Writing a history of
where your company came from and where it's going makes your employees feel that they're part
of something bigger. It also helps your customers to understand where your values come from.
Think about why you started your business in the first place. Maybe you thought that fine dining
was too expensive in your city, so you aimed to start a business offering delicious food without
pretentiousness. That easy-going attitude is something your servers can embody, and they're
more likely to get what you're after when they understand the restaurant's past.
Not About Programs
Managing your culture for success is more about a feeling you create than putting specific
programs into place. Start with your values first, then brainstorm how to make them real. Your
plan may or may not include employee perks like free day care and bonuses. For example, in a
Delta Hotels organizational profile published by Human Resources and Skills Development
Canada, Bill Pallett, SVP of People and Quality said, "We do not have a health club. We do not
have a day care center. But we have a high degree of trust between our manager and employee
groups." Decide what values are most important, then make plans that let your employees live
them.
13. The basic and additional services of hotels and their features
Rooms Division: In a statistics conducted by the U.S. Lodging Industry in 1995, it has been
shown that the majority of hotels revenues (60.2 %) are generated from Rooms Division
Department under the form of room sales. This very department provides the services guests
expect during their stay in the Hotel. Lastly, the Rooms Division Department is typically
composed of five different departments:
a) Front Office
b) Reservation
c) Housekeeping
d) Uniformed Services
e) Telephone
Beneath is a brief description of the different departments decomposing the Rooms Division
Department, along with their related main responsibilities:
a) Front Office:
Sell guestrooms; register guests and design guestrooms
Coordinate guest services
Provide information
Maintain accurate room statistics, and room key inventories
Maintain guest account statements and complete proper financial settlements
b) Reservation:
Receive and process reservation requests for future overnight accommodations.
With technology development, the Reservation Department can, on real time, access the
number and types of rooms available, various room rates, and furnishings, along with the various
facilities existing in the hotel
There should be close relation-ships with Sales and Marketing Division concerning Large
Group Reservations
c) Housekeeping:
Inspects rooms before they are available for sale
Cleans occupied and vacant rooms
Communicates the status of guestrooms to the Front Office Department
Cleans and presses the property’s linens, towels, and guest clothing (if equipped to do so, free
of charge or for a pre-determined fee)
Maintains recycled and non-recycled inventory items
d) Uniformed Services:
Bell Attendants: Ensure baggage service between the lobby area and guestrooms
Door Attendants: Ensure baggage service and traffic control at hotel entrance(s)
Valet Parking Attendants: Ensure parking services for guest’s automobiles
Transportation Personnel: Ensure transportation services for guests from and to the hotel
Concierge: Assists guests by making restaurant reservations, arranging for transportation, and
getting tickets for theater, sporting, or any other special events
5. Telephone Department:
Answers and distributes calls to the appropriate extensions, whether guest, employee, or
management extensions
Places wake-up calls
Monitors automated systems
Coordinates emergency communications
_ ‘Protects Guest Privacy‘
14. Hotel organizational structure and management.The General Director of Hotel
In order to carry out its mission, global and departmental goals and objectives, every company
shall build a formal structure depicting different hierarchy of management, supervision, and
employee (staff) levels. This very structure is refereed to as organization chart. Moreover, the
organization chart shows reporting relationships span of management, and staff/line functions.
There are two types of relationships that might exist between any two functions at any
organization chart. These are:
1. Solid Lines: (i.e.:__) this kind of relationship shows Direct Line Accountability. To
illustrate, if position A and B are linked with a solid line, it means (for example) that A shall
report to B, that B shall tell A what to do, when to do, and how to it. Lastly, B shall be liable
(i.e. responsible) for A.
2. Dotted Lines: (i.e. _---------_) this kind of relationship entitles both positions linked with
dotted lines to have a high degree of Cooperation and Communication but not direct line
accountability. Usually in the hotel industry, where the sole aim is to satisfy guests,
positions, whatsoever level in the hierarchy they occupy, shall coordinate jointly their efforts
so as to provide quality, standard product to their customers. Therefore, examples of dotted
lines are numerous in hotel organization charts.
A hotel manager or hotelier is a person who holds a management position within a hotel, motel, or resort establishment. Management titles and duties vary by company. In some hotels the title hotel manager or hotelier may solely be referred to the General Manager of the hotel. Small hotels usually have a small management team consisting of three or fewer managers while larger hotels may have a large management team consisting of managers of various departments and divisions. The size and magnitude of a hotel management structure varies significantly depending on the size and function of the hotel. A small hotel normally consists of a small core management team consisting of the General Manager and a few key department managers who directly handle day-to-day operations. On the contrary, a large full service hotel often operates more like a largecorporation with an executive board headed by the General Manager and consisting of key directors serving as heads of individual hotel departments. Each department normally consists of subordinate line-level managers and supervisors who handle day to day operations.
Large/Full service hotel [edit]
A typical organizational chart for a large resort hotel operation:
General Manager reports to Regional Vice President and/or Owner/Investor
General Manager
Assistant GM or Director of Operations
Director of Front Office
Front Desk Manager
Front Desk Supervisor
Rooms Coordinator
Night Auditor
PBX Supervisor
Guest Services Manager
Concierge Supervisor
Bell Captain
Valet Captain
Executive Housekeeper
Housekeeping Manager
Floor Supervisor
Laundry Supervisor
Public Area/Custodial Supervisor
Director of Sales & Marketing
Senior Sales Manager
Sales Manager
Senior Marketing Manager
Marketing Manager
Public Relations Manager
Revenue Manager
Reservations Supervisor
Director of Food & Beverage
Restaurant Manager
Restaurant Supervisor
Executive Chef
Room Service Manager
Room Service Captain
Bar Manager
Director of Events and Catering
Convention Services Manager
Event Manager
Catering Manager
Banquets Captain
Director of Finance
Finance Manager
Chief Engineer
Engineering Manager
Director of Human Resources
Human Resources Manager
Recruiting Manager
Director of Security
Shift Supervisor
Information Technology Manager
15. Careers in the Hotel Business.
Work Shift:
The Front Office Manager shall schedule his/her employees according to seasonality, business volume, and
available staff in hand
The most commonly used scheduling is the Traditional Scheduling, which assumes that every employee shall
work 40 Hours per Week. Moreover, the hotel shall ensure 3 shifts per day, each of which lasts for 8 hours. A
possible example to traditional scheduling is shown below:
_ Day Shift _ 7 a.m. - 3 p.m.
_ Evening Shift _ 3 p.m. - 11 p.m.
_ Night Shift _ 11 p.m. - 7 a.m.
Sometimes, due to non-availability of staff, seasonality, and volume business, the Front Office manager might be
forced to adopt an Alternative Scheduling, which might be arranged under the following patterns:
g) Flexible Work Hours or Flextime: This kind of alternative scheduling entitles that
employees might start work, for example, one hour earlier, just to leave again one hour
earlier.
h) Compressed Work Schedule: Employees, instead of working 5 days per week, 8 hours per
day, might work 4 days per week, 10 hours per day. Therefore, compressed work-scheduling
means working all the 40 hours per week in less than the standard 5 days per week.
i) Job Sharing: This kind of scheduling entitles that two or more part-timers occupy the job of
one full timer.
Front Office managers shall carefully schedule their employees in order to minimize conflicts
that arise between hotel and employee needs. In big hotels operating under fully automated
systems, some scheduling software package programs might be installed as to aid and help
managers in effective scheduling.
16.The most useful definitions for Hotel Business
A commercial establishment providing lodging, meals, and other guest services. In general, to be called a hotel, an establishment must have a minimum of six lettingbedrooms, at least three of which must have attached(ensuite) private bathroom facilities. Although hotels areclassified into 'Star' categories (1-Star to 5-Star), there is no standard method of assigning these ratings, andcompliance with customary requirements is voluntary. A US hotel with a certain rating, for example, is may look very different from a European or Asian hotel with the samerating, and would provide a different level of amenities,range of facilities, and quality of service. Whereas hotelchains assure uniform standards throughout, non-chain hotels (even within the same country) may not agree on the same standards. In Germany, for example, only about 30 percent of the hotels choose to comply with theprovisions of the rules established by the German Hotels & Restaurants association. Although both WTO and ISO have been trying to persuade hotels to agree on some minimum requirements as world-wide norms, the entire membershipof the Paris-based International Hotel & Restaurant (IH&RA)opposes any such move. According to IH&RA, to harmonize hotel classification based on a single grading (which is uniform across national boundaries) would be an undesirable and impossible task
17. Hotel Services. Form of address. Greetings
Nowadays people travel on business and as tourists more than in the past. No businessman can avoid being a paying guest every now and then. In big cities there are a lot of good hotels. Accommodations as well as rates vary from hotel to hotel. There are deluxe hotels, the most luxurious and the most expensive, resort hotels used for entertainment or recreation. Still, if you do not want to get disappointed, it is advisable to book accommodation beforehand by fax or telephone, especially if you are visiting the town during the summer months.Rooms in most hotels have all modern conveniences: central heating, air conditioning, bathroom, hairdryer, trouser press, telephone, satellite TV and others. Service is usually quite satisfactory. You can take a single room, a double room or a suite, charges varying accordingly. If you can't stand the noise of the street, do not take an outside room, ask for an inside one. Service is supposed to begin at the door. When your taxi stops at the entrance to the hotel the doorman and the bellboy help you with the luggage. The doorman is very important during the reception procedure. He is stationed at the entrance to the hotel and assists the guests in and out of taxis and cars, calls for cabs. In the lobby of a hotel there is a registration or front desk where the guests check in and out, pick up and deposit keys and so on. The guest is given a registration card to fill out the name and permanent address. The desk clerk or receptionist enters the guest’s room number, the room rate, and the arrival and departure dates into the computer.
Forms of Address: |
Addressing people by name |
It is very important to address people correctly. If a man introduces himself as James, call him James. If he introduces himself as Jim, call him Jim. If he introduces himself as James Brown, address him as Mr. Brown until he asks you to call him James (or Jim). |
Informal forms of address |
Informal forms of address are used in the family and with close friends. Generally, it is advisable for language learners to avoid using informal forms of address because they may be interpreted as familiarities. |
Addressing strangers in public places |
Sir – addressing a man: |
Madam – addressing a woman: |
Miss – addressing a young woman: |
Forms of address in correspondence |
The salutation at the beginning of a letter is a phrase like Dear Sir (or Dear Madam, Dear Mr. Smith, Dear Ann) that serves as a standard greeting in correspondence. The salutation is followed by a comma both in formal correspondence (Dear Sir,) and in informal correspondence (Dear Robert,). But a colon is used after the salutation in American business correspondence (Dear Sir:). |
Formal forms of address are used in the salutation in official and business letters, for example, Dear Mr. Smith, Dear Ms. Taylor, Dear Professor Green, Dear Dr. Briggs. If you don't know the surname of the person you are writing to, you can use the following forms of address in the salutation: Dear Sir, Dear Madam, Dear Sir or Madam. |
Greeting is an act of communication in which human beings (as well as other animals) intentionally make their presence known to each other, to show attention to, and to suggest a type of relationship or social status between individuals or groups of people coming in contact with each other. While greeting customs are highly culture- and situation-specific and may change within a culture depending on social status and relationship, they exist in all known human cultures. Greetings can be expressed both audibly and physically, and often involve a combination of the two. This topic excludes military and ceremonial salutes but includes rituals other than gestures. A greeting can also be expressed in written communications, such as letters and emails.Greetings are often, but not always, used just prior to a conversation. Some epochs and cultures have had very elaborate greeting rituals, e.g., greeting of a king. One thing that a traveler to another country notices is that the rules for saying hello are very complicated, and can be quite different than the way it is at home.
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