A significant number of hotel managers are self-employed, which often results in a broader set of regular responsibilities, from greeting guests to managing finances.
50. Topic. “Hotel Manager: Tasks & Duties”
A hotel manager is responsible for the day-to-day management of a hotel and its staff. They have commercial accountability for budgeting and financial management, planning, organising and directing all hotel services, including front-of-house (reception, concierge, reservations), food and beverage operations, and housekeeping.
In larger hotels, managers often have a specific remit (guest services, accounting, marketing) and make up a general management team.
While taking a strategic overview and planning ahead to maximise profits, the manager must also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests' needs and expectations. Business and people management are equally important elements.
Typical work activities
Work activities vary depending on the size and type of hotel, but may include:
planning and organising accommodation, catering and other hotel services;
promoting and marketing the business;
managing budgets and financial plans as well as controlling expenditure;
maintaining statistical and financial records;
setting and achieving sales and profit targets;
analysing sales figures and devising marketing and revenue management strategies;
recruiting, training and monitoring staff;
planning work schedules for individuals and teams;
meeting and greeting customers;
dealing with customer complaints and comments;
addressing problems and troubleshooting;
ensuring events and conferences run smoothly;
supervising maintenance, supplies, renovations and furnishings;
dealing with contractors and suppliers;
ensuring security is effective;
carrying out inspections of property and services;
ensuring compliance with licensing laws, health and safety and other statutory regulations.
The manager of a large hotel may have less contact with guests but will have regular meetings with heads of department to coordinate and monitor the progress of business strategies. In a smaller establishment, the manager is much more hands-on and involved in the day-to-day running of the hotel, which may include carrying out reception duties or serving meals if the need arises.
A significant number of hotel managers are self-employed, which often results in a broader set of regular responsibilities, from greeting guests to managing finances.
51. Topic “Front Office Manager
The front office of a hotel is the most visible department of the hotel. Front office is a business term that refers to a company's departments that come in contact with clients, including the marketing, sales, and service departments.
front office duties in a hotel
Responsible for checking guests in and out of the Hotel.
Issues room keys, pamphlets, discount cards, etc.
Works in conjunction with the bell staff to assist guests to their rooms.
Answers various questions from guests.
Arranges transportation for guests.
Computes bills, collects payment and makes change for guests.
Makes coffee in the morning for guests.
Arranges for champagne to be sent to rooms when appropriate.
Runs various reports on the computer for management.
Other duties as assigned.
Hotel, motel, and resort desk clerks are always in the public eye and are usually the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public's impressions of the establishment.
Front-desk clerks perform a variety of services for guests of hotels, motels, and other lodging establishments. Regardless of the type of accommodation, most desk clerks have similar responsibilities. They register arriving guests, assign rooms, and check out guests at the end of their stay. They also keep records of room assignments and other registration-related information on computers. When guests check out, desk clerks prepare and explain the charges and process payments.
Desk clerks answer questions about services, checkout times, the local community, or other matters of public interest. They report problems with guest rooms or public facilities to members of the housekeeping or maintenance staff. In larger hotels or in larger cities, desk clerks may refer queries about area attractions to a concierge and may direct more complicated questions to the appropriate manager.
In some smaller hotels and motels where smaller staffs are employed, clerks may take on a variety of additional responsibilities, such as bringing fresh linens to rooms, and they are often responsible for all front-office operations, information, and services. For example, they may perform the work of a bookkeeper, advance reservation agent, cashier, laundry attendant, and telephone switchboard operator.
52. Topic “Housekeeping Manager”
A housekeeping manager has the job of directing housekeeping staff members in their jobs, ensuring their cleaning duties are accomplished in a timely and orderly manner. A housekeeping manager may supervise staff in a hotel, school, or hospital, ensuring that staff members clean rooms effectively and leave them reasonably comfortable and attractive for those who must use them. An individual in this job may hire or screen and train staff members, assign them tasks and inspect their work. He may also buy and maintain housekeeping equipment and supplies.
To perform his job well, there are many skills an aspiring housekeeping manager must have. Among them are communication, time-management, and training skills. A person in this field must also be able to motivate others to perform well in their jobs and maybe even develop new skills. A housekeeping manager needs the focusing ability to remain on course, adhering to a schedule when necessary, as well as the flexibility to change directions when circumstances require adjustment. He should also be detail oriented and capable of multitasking; math skills can be helpful as well.
A major part of a housekeeping manager’s job often is supervising others. This may include supervising a single group of cleaning staff or presiding over multiple groups, which are each headed by a supervisor. The exact requirements for this job may vary, but these managers often screen and train applicants and assign them tasks to perform. For example, a person in this job may give each staff member a schedule of daily jobs to complete. When a task isn’t performed correctly, he may provide correction and instruction for improving.
Another part of a housekeeping manager’s job may be buying and maintaining equipment and supplies housekeeping staff members need to perform their jobs well. For example, he may purchase mops, brooms, sanitizers, rug shampooers, and floor buffers. If a piece of equipment breaks, it’s often the housekeeping manager’s job to have it replaced or repaired. He may also take inventory of housekeeping supplies and equipment.
An individual who works as a housekeeping manager may also keep records required for paying staff, sending records to the payroll department for processing. He may also handle complaints about the housekeeping staff. For example, if a person complains that his hotel room wasn’t cleaned properly, the manager may handle the complaint. He may handle complaints from cleaning staff members as well.
Generally, a person can secure a housekeeping management position with a high school diploma or General Educational Development (GED) credential. Prior supervisory experience is usually preferred. Some people work their way up from cleaning rooms to management.
53. Topic “Form of Address to Guests and 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.
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.
54. Topic “Leisure and Entertainments in Hotel. Extra-service”
55. Topic “Room Reservation in hotel. Booking process.”
If you're about to make hotel reservations for the first time, there are a few things you ought to know before you book a room for your honeymoon or romantic getaway. The hotel can be one of the most expensive parts of your trip, so make sure you don't spend more than you need to on reservations.
Here's How:
Understand that hotel room rates vary. To get the best one you will need to spend some time researching and may be able to negotiate price when making reservations.
Learn the "rack" or published rate. This is generally the highest rate a hotel charges for a room and what people who don't know any better pay for their reservations. Now you know better. So expect to play less.
Decide what kind of hotel you want -- budget, mid-price, chain, luxury, three-four-or-five-star -- where, and what type of location (e.g. near an airport, city center, attraction) before making reservations.
Once you have an idea of the hotel you want to stay in, begin researching online travel agent sites to find prices for reservations. If you want to be systematic about it, open a new Excel worksheet and plug in search returns so you can build a price comparison in front of you.
After you have a general idea of what the hotel you want to stay in costs, visit a few other sites before booking reservations. I like to look at hotels on Quikbook and Hotwire to see if I can do better on price there than the online travel agents offer. But that's not the last thing I do.
Here's a secret most people don't know: Hotels generally set aside their worst rooms for guests who book reservations through an online travel agent or discounter. Your goal is to get the best room at the best price.
So my next-to-last stop is the hotel's own Web site. There you should be able to find the best reservations prices. In theory. And you should also be able to find out the different types and levels of rooms available on the hotel's reservations site.
Now you're in the final stretch. After you've noted all the different prices for a room at the same hotel, pick up the phone and call the hotel directly. The reservations manager at the locale will have a far better idea of the occupancy level for the dates you want than the hotel's Web site -- and may be able to offer a discount if you can visit during a less-busy time.
Understand that even within a hotel, not all rooms are alike. Some are bigger; some have better views. Some are on higher floors (generally a good thing, as views improve and there's less ground-level noise). Some are closer to an elevator (good if walking is a problem, bad if you want quiet). Some have double beds versus kings. Some may be renovated and some may not be. Ask about all these variables before making reservations.
When you're moments away from booking, use the killer sentence: "What is your best rate?" Pause for the answer. Then repeat: "Is that your very best rate?" Pause again. Then try one variation: "Are there any special packages that offer an even better deal?" By then you'll have the knowledge that you've given it your best shot.
This is the time to also ask if the hotel offers further discounts for AAA members (if you don't have an AAA card but plan to do any appreciable amount of travel, get one; it more than pays for itself.) Also ask if you will receive frequent flyer points or any other benefits when booking your reservations.
Then bring out the heavy guns: "We're going to be on our honeymoon, and we're hoping you'll upgrade us." Most likely no one will be able to answer the last question over the phone. Even so, ask the reservationist to note it pending your arrival.
Like what you hear? Then book your hotel reservations over the phone, being sure to ask what the cancellation policy is. Ask the reservationist to email directions or a hotel brochure if needed.
Write down the reservations number you are given and put it in a safe place.
Start counting the days till you leave!
56. Topic “Food and Beverage Service in the Hotel”
Food and Beverage Service: is the department which serves food and beverage to the guests. This is the second most revenue producing department of the hotels. Whenever guests want to enjoy meal or drinks with great ambiance they visit restaurants and bars. There are so many restaurants with different cuisines, some with live kitchen, pubs, bars and cafe which even operates 24 hours. These restaurants are based on different themes, giving guests an amazing experience. There are different types of services offered in the restaurant such as buffet service, table of the host and al a cart menu i.e. according to the card. The waiters follow all the rules of service and serve food, drinks in the finest cutlery and crockery to the guest.
Food and beverage department includes:
Inside and outdoor catering.
Pubs and bars.
Restaurants
Cafes
Room service
Food and beverage service managers supervise the daily operations of a dining establishment or bar. In addition to overseeing wait staff and kitchen workers, managers also order supplies, ensure customer satisfaction, create schedules and train new employees. Food and beverage service managers also handle administrative duties, including payroll, employee records and customer complaints.
No specific educational requirements exist to become a food and beverage service manager; however, obtaining a postsecondary certificate or degree helps with career opportunities and may be preferred by employers. Experience in a restaurant or bar is necessary, and while not required, certification in the field is available. The table below includes the requirements to become a food and beverage service manager.
57. Topic “The Reception Area”
Reception area- the waiting area in a hotel near the desk or office where guests can books rooms or ask the staff questions
If your business will be receiving people from the outside, the reception area will be the first impression your guest will have of your business. As the old adage says, "You only get one chance to make a good first impression." The determining factor for how much you should spend on your reception area is how important is that first impression to your business. The more important it is, the more you should spend on your reception area. An office for a legal professional should spend more on the reception area than an office for a manufacturing plant.
Basic reception area furniture consists of the following:
• Receptionist desk/station
• A standard office chair for the receptionist
• Chairs for guests while waiting
• A table to hold literature, magazines or to provide your guests a place to put their briefcase or laptop while waiting
• Coat rack or closet
Lastly, if security is an issue, then you may want to locate the receptionist desk behind a wall and have a sliding security window installed in the wall. This will separate the receptionist from the guest until they are identified and invited in.
A receptionist is a person in an office administration and support position. Their work is usually perfomed at the front desk of an organization. In most cases, they are the first business contact that a person will meet at an organization. Their primary responsibility is to greet incoming visitors and callers.
58. Topic “Front Office in Hotel”
The front office of a hotel is the most visible department of the hotel. Front office is a business term that refers to a company's departments that come in contact with clients, including the marketing, sales, and service departments.
front office duties in a hotel
Responsible for checking guests in and out of the Hotel.
Issues room keys, pamphlets, discount cards, etc.
Works in conjunction with the bell staff to assist guests to their rooms.
Answers various questions from guests.
Arranges transportation for guests.
Computes bills, collects payment and makes change for guests.
Makes coffee in the morning for guests.
Arranges for champagne to be sent to rooms when appropriate.
Runs various reports on the computer for management.
Other duties as assigned.
Hotel, motel, and resort desk clerks are always in the public eye and are usually the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public's impressions of the establishment.
Front-desk clerks perform a variety of services for guests of hotels, motels, and other lodging establishments. Regardless of the type of accommodation, most desk clerks have similar responsibilities. They register arriving guests, assign rooms, and check out guests at the end of their stay. They also keep records of room assignments and other registration-related information on computers. When guests check out, desk clerks prepare and explain the charges and process payments.
59. Topic “Service in the Hotel. Thematic Restaurant”.
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. If you do not book accommodation beforehand, you may have to leave the hotel because it is fully booked up. That would be an unpleasant experience, especially if you arrived late at night. 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. Then he asks the guest to sign his or her name. When the guests are through with the formalities, the bellboy takes them and their luggage up in the lift and shows them to their room. He shows them where the light switches are and explains the use of the room appliances, such as the television set, cooking facilities, if any, and the air conditioning. He can also run errands for you. Now that you have been settled in a hotel room and have been given the key of it, you become a regular hotel guest. At the hotel you can get various services.
60. Topic “Life-support Systems of Hotel”
Exam "Hotel Business" 60_2012-13 Uvarova.A.K.
Hospitality in tourism industry. A brief History of the Hotel Industry.
The brief history of hotel industry in Kazakhstan.
Hotel Industry: Domestic and Foreign Experience.
Accommodation types for tourists recommended by UNWTO Classification.
Different types of accommodation in the hospitality industry.
Types of foreign hotels. Hotel and Motel chains.
General characteristics and architectural ideas for hotel buildings.
Architecture Styles: Hotels Exterior. Inspiring Hotels Architecture
Hotel interior design in the world. Pictograms in hotels.
Public and living hotel premises and service.
Basic principles of guest services in hotels in the world.
Corporate culture in Hospitality Industry. Service standards.
The basic and additional services of hotels and their features.
Hotel organizational structure and management.The General Director of Hotel
Careers in the Hotel Business.
The most useful definitions for Hotel Business
17. Hotel Services. Form of address. Greetings
18. Service Guest Cycle at a Hotel. Arrival, registration, accommodation, departure
19. Key indicators and calculations in hotels.
20. Indicators of hotels. Basic systems hotel rates
21. Basic calculations at guest services in hotels.
22. Departments in a Hotel. Short description. Working Conditions.
23. The Reception Area. Job descriptions.
24. Rooms Division Department
25. Catering and restaurant service in hotels.
26. Room service and banquet service
27. The hotel staff. Speaking with the guests (customers)
28. Qualification requirements to personnel. Job specifications
29. Internet as an effective means of business: hotel information, clients, advertising
30. Innovation strategies in hotel business: computer systems, GDS.
31. Topic “The most common terms and abbreviation in the Global Hospitality”
32. Topic “Well known hotels of the world”
33.Topic “One of the Luxury Hotels in the World”.
34. Topic. “One of the Amazing (Unusual) Hotels in the World”
35. Topic “ Classification of Amazing (Unusual) Hotels in the World
36. Topic “Types of Hotels in Kazakhstan”
37. Topic “One of the 3-star Hotels in Kazakhstan”.
38. Topic “One of the 4-star Hotels in Kazakhstan”.
39. Topic “One of the 5-star Hotels in Kazakhstan”.
40. Topic “One of the hotels in Astana”
41. Topic “One of the hotels in Atyrau”
42. Topic “The World Hotel Chains. Examples”
43. Topic “Hotel Chains in Kazakhstan”
44. Topic “Hotel Service in Kazakhstan”
45. Topic “Hotel Facilities. Cleaning of Rooms”.
46. Topic “Resume (or CV) for Hotel Manager”
47. Topic “Letter of Recommendation for Applicant in Hotel Business”.
48. Topic “Positive and Negative Aspects of Hotel Manager”.
49. Topic “Hotel Manager: It’s not a job, it’s a life style”
40. Topic. “Hotel Manager: Tasks & Duties”
51. Topic “Front Office Manager
52. Topic “Housekeeping Manager”
53. Topic “Form of Address to Guests and Greetings”
54. Topic “Leisure and Entertainments in Hotel. Extra-service”
55. Topic “Room Reservation in hotel. Booking process.”
56. Topic “Food and Beverage Service in the Hotel”
57. Topic “The Reception Area”
58. Topic “Front Office in Hotel”
59. Topic “Service in the Hotel. Thematic Restaurant”.
60. Topic “Life-support Systems of Hotel”
Дата добавления: 2015-09-29; просмотров: 21 | Нарушение авторских прав
| <== предыдущая лекция | | | следующая лекция ==> |