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Hospitality

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Title: Hospitality


1
Hospitality
  • Answer book

2
Local Economy
  • State 2 ways in which a new hotel may benefit
    (help) the local economy (2 marks)
  • Employs local people
  • Uses local businesses
  • Brings in tourists
  • Tourists spend money in local shops
  • Local produce can be served in the restaurant
  • Describe why is it important to help the local
    economy? (4 marks)
  • It is important to help the local economy to
    encourage tourists into the area. It will also
    help to give local people jobs and therefore stop
    them moving away from the area. Local businesses
    will be able to expand by working within local
    establishments. If we dont help the local
    economy then businesses will not prosper and will
    have to lay staff off and possibly close down.

3
Describe the following types of menus.
  • A set menu for a function (2 marks)
  • This is a menu with a set amount of courses and
    limited choices, usually two or three choices for
    each course. There will be one price for the
    complete meal or buffet.
  • Take away menu (2 marks)
  • This is a menu of foods that can be similar, e.g.
    pizzas. Each dish has a set price and the food
    can be delivered or picked up. The foods are
    usually fairly cheap and they may also do meal
    deals.
  • A la carte (2 marks)
  • This is a menu with a wide range of dishes for
    each course. Usually starter, fish, main and
    dessert. The food is cooked to order and can be
    expensive.
  • Table dhote ( daily menu) (2 marks)
  • This is a menu with a small choice of dishes at a
    set price. It can be two or three courses and
    will often have a special dish included.
  • Fast food menu (e.g. McDonalds) (2 marks)
  • This is similar to a take away menu. It usually
    consists of a range of dishes made from one type
    of food, e.g. chicken or burgers. It is usually
    cheap and may have meal deals. Can be eaten in or
    out.

4
Menu Planning
  • As part of the grand re-opening, the hotel is
    going to provide a special meal. Plan a suitable
    a la carte menu for the occasion, giving reasons
    for your choice (8 marks)
  • Colour, flavour, texture, time of year, lots of
    choices, individual prices, nutrition, dietary
    needs.
  • When planning the meal I would choose the
    following
  • Starters. Tomato and Basil soup, pate and melba
    toast, crab cakes, mushroom tartlets.
  • Main course. Chicken in rum and orange sauce.
    Pork loin with wild mushroom sauce. Spinach and
    ricotta lasagne
  • Fish course. Pan fried sea bass with chilli
    dressing. Plaice with lemon and dill sauce.
    Grilled turbot with sautéed leeks.
  • Desserts. Summer fruit gateau. Raspberry pavlova.
    Chocolate mousse with tuielle biscuit. Selection
    of cheese and biscuits.
  • I have chosen these dishes as they have a range
    of colours, flavours and textures. They will suit
    customers of all ages and the soup and mushroom
    tartlets and lasagne are suitable for vegetarian
    diets. They have a range of ingredients and most
    are available all year round. The desserts are
    quite light and refreshing to eat after the
    previous course. I would also offer a sorbet
    between the starter and second course to refresh
    the palate. The dishes can be cooked to order and
    will show the skills of the chef while offering a
    good nutritious meal.

5
Menu Planning
  • Analyse the main points that Judy and Jack have
    to consider when planning the menu for a
    childrens meal.
  • Age, skills of chef, colour, flavour, texture,
    nothing too strong in flavour, nutrition, time of
    year, cost
  • When planning the childrens meal Judy and Jack
    will have to consider the age of the children. Is
    the menu for toddlers or for older children. If
    it is for toddlers they will have to think about
    choking hazards like nuts. They will also have to
    consider the skills of the chef and what they are
    capable of making. They will also have to think
    about the time of year and what foods are readily
    available to keep the costs down. The meal should
    have a range of colours, flavours and textures to
    make the meal more appealing to the children. It
    is also important to think about nutrition and to
    ensure the meals are well balanced, they should
    have carbohydrates but not too much. They should
    also contain protein foods such as chicken, fish
    and meat. They should include fruit and
    vegetables for vitamins and as the menu is for
    children they should include calcium rich foods
    like milk and cheese for growth . Children do not
    like strong tasting foods such as chilli and
    curry so they will also need to consider this
    when planning the menu.

6
Menu Planning.
  • Discuss the main factors that the chef should
    consider when planning a new menu.
  • Cost, skills of chef, nutrition, special diets,
    time of year, customer preference, trends, size
    of kitchen and storage area.
  • When planning a new menu the chef will need to
    think about the cost of the ingredients to make
    the dishes, they should range in price but not be
    too expensive as customers may not buy them. They
    will also need to think about what they are
    capable of making for example its no good putting
    soufflé on the menu if every time they are made
    they fail. The meals will need to be
    nutritionally balanced as more people are looking
    at what they eat and are trying to eat healthily.
    The menu must also include foods suitable for
    people with special dietary needs such as
    vegetarian. The dishes on the menu will vary
    according to the time of year, for example you
    wont want things like soups and stews in the
    summer but you would want them in the winter.
    Also you wouldnt include things like
    strawberries in winter as they are expensive to
    purchase and this will put prices up and mean
    less profit.. It is also important to think about
    food trends and what the customer usually eats.
    Lastly you would need to think about the size of
    the kitchen and the storage area available for
    the food, you cant have an extensive menu if you
    dont have mush room to prepare and cook the food
    or to store the ingredients to make the dishes.

7
Menu Planning
  • As a functions manager in a local hotel Jane has
    a special responsibility for planning childrens
    parties. This week she has taken a booking for 20
    children aged 5 7. Discuss the choice of menu.
  • As the food is for children aged 5 to 7 I think
    typical party finger food would be suitable. I
    say finger food so that the children can choose
    what they want to eat and it will not be too
    messy. Also finger foods can be served cold so
    there will be no risk of small children burning
    themselves. I would include foods like egg
    sandwiches as they are popular. Maybe cheese
    sandwiches but with cheese spread rather than
    grated cheese as it is less messy and will stay
    in the sandwich when picked up. I would also
    include mini sausages, or sausage rolls. These
    are popular with children and are easy to prepare
    and serve. I would also offer things like carrot
    sticks and grapes as these are healthy and form
    one of the five a day. I would also include a
    range of fairy cakes and maybe some wafer
    biscuits but not too many as they are quite
    sweet. For drinks I would suggest fruit juice as
    it is a healthy option and better than fizzy
    drinks which are high in sugar.

8
Teamwork
  • Describe why teamwork is important in the
    hospitality industry.
  • Faster, easy, help, share ideas, on time, happy
    customers, know what to be done.
  • Teamwork is important in the hospitality industry
    as it helps to get things done quicker when you
    work as a team. If you work together it is easier
    to get things done and you can help each other,
    for example if you have finished you can help
    someone else and share the workload. You can
    share ideas and ensure you get things done on
    time. If things are done on time then the
    customers will be happy with the service. Also if
    you work as s team and someone os off you will
    know what needs to be done and someone can take
    on the role of the person who is away.

9
Teamwork
  • What qualities do you need to be a team leader?
  • Communication, time keeping, organisation,
    helpful, knowledgeable, training, confident.
  • The qualities needed to be a good team leader
    are good communication skills so that you can
    relay information to the rest of the team. You
    should also have good time keeping and be
    flexible as you may have to work long hours and
    at short notice. You should be organised and know
    what is expected from you this will help to
    ensure the work is done on time. You should be
    helpful and able to advise others when they are
    unsure of what to do. You should have a good
    knowledge of the job and be able to train others.
    You will also need to be confident as you will
    have to speak to all members of the team.

10
Conferences
  • What information would you need when taking a
    booking for a conference (meeting)? ( 4 marks)
  • Name, address, credit card details, special
    requirements, number of delegates, layout of
    room, meals required, accommodation, equipment
  • Evaluate the role of the conference manager on
    the day of the conference (meeting) (6 marks)
  • The role of the conference manager on the day is
    to ensure firstly that the room is set up as
    required. They will brief the staff involved to
    ensure they know what they have to do during the
    day and when to serve the refreshments. They will
    also speak to the chef to ensure he is aware of
    the number of guests expected and check dietary
    needs and what time the food will be ready to be
    served. When the organiser arrives they will meet
    and greet them and check they are aware of fire
    procedures and where the toilets are. They will
    check they have everything they need and tell
    them the meal a times. They will check throughout
    the day that everything is ok and may ask the
    organiser to complete an evaluation form in at
    the end of the day. They will also ask if
    everything was ok and if anything could be done
    to improve their service.
  • What equipment might you need for a conference
    (meeting)? (4 marks)
  • Pen, paper, food, refreshments, OHP, white board,
    ICT facilities

11
Health and Safety
  • When planning a room for an event of any kind
    e.g. Function or meeting, health and Safety is
    important.
  • Describe how you would ensure the room is safe
    for the customers.
  • Trips, spills, decorations, fire, first aid,
    wheelchair, signage, sharp objects, lighting,
    damaged equipment
  • When planning a room for any event it is
    important to ensure it is safe for all the
    customers. There should not be anything that can
    cause people to trip like table clothes hanging
    on the floor or bags and coats in the alleyways
    between tables. It is important that there is
    room for everyone to get between the tables and
    this includes wheelchair access. If anything is
    spilt on the floor it should be cleaned up and a
    wet floor sign put up so that there is less risk
    of staff or customers slipping. Fire exits
    should be well sign posted and clear to enable a
    fast exit in the event of a fire. Relevant fire
    extinguishers should be in place and staff should
    be briefed on fore safety and how to get
    customers out quickly and safely. There must also
    be a qualified first aider and staff should be
    aware of who this is. Any decorations that have
    been out up should be secure and away from any
    source of heat. Warning signs should be in place
    for things like hot counters where food is served
    and staff can tell customers that plates are hot.
    All sharp object should be kept away from the
    edges of tables and broken glass cleaned up
    immediately. Rooms should have good lighting and
    be free from any damage like torn carpets that
    can cause tripping hazards. One way to ensure the
    room is safe is to complete a risk assessment
    before the event to make sure everything is safe
    and ready.

12
Record Keeping
  • State three ways information can be kept in a
    hotel.
  • Computer, paper, booking register. Spread sheet
  • When booking a room for a conference what
    information would you need to give?
  • Name, address, contact details, credit card
    details, date, number of days, number of guests,
    special requirements
  • Why do hotels keep records of rooms booked?
  • To ensure that rooms are not double booked.
  • So that staff are aware of what rooms are still
    available for hire
  • So that any queries can be checked against the
    bookings

13
Profit making
  • What is meant by overheads when working out
    the cost of a meal? (2 marks)
  • Over heads cover things like rent, mortgages,
    gas, electricity, loans and repairs and are
    included in the selling price.
  • What is VAT? (2 marks)
  • VAT stands for value added tax, it is set by the
    government and is currently 20
  • What do labour costs cover? (2 marks)
  • Labour costs cover the cost of staff wages both
    permanent and agency.
  • Why is it important to make a profit? ( 4 marks)
  • If you dont make a profit then you cant afford
    to improve the building, repair anything that is
    broken. This will mean that you will eventually
    have to lay staff off because you cant afford to
    pay them, no staff will mean poor customer care
    and then you will lose customers and eventually
    have to close down.
  • How can you improve things if you don't make a
    profit? ( 4 marks)

14
Profit making
  • How can you improve things if you don't make a
    profit? ( 4 marks)
  • Decorate, training, menu, special offers,
    advertise
  • If you are not making a profit there are several
    things you can do. You could re decorate to give
    the establishment a new image, this would
    encourage customers to come in and see how it has
    changed. You could also retrain the staff on
    customer care and customer service, they would
    then know that the customer comes first and would
    give a better service, this would mean that
    customers would tell their friends and you would
    get more customers. You could reduce the menu and
    change it so that you do not have as much food
    waste, you could include special meal deals such
    as 2 for 10. Lastly you could advertise on local
    radio, or by posting flyers through doors and by
    putting an advert in the local paper showing the
    special deals you are offereing.

15
Dealing with complaints
  • How would you deal with a complaint about poor
    service?
  • Apologise, details, team leader, solve, free,
    apologise
  • The first thing you would do is apologise to the
    customer. Take the details of the complaint and
    the customers name, then if you are not a team
    leader you would refer the issue to your team
    leader who may then take over. You would ensure
    the problem is resolved and the team leader might
    offer them something free such as a free meal or
    free bottle of wine. You would then apologise to
    the customer again.
  • Why is it important to deal with complaints
    quickly?
  • It is important to deal with complaints quickly
    so that the customer feels valued. They will then
    pass on this to their friends and family and then
    you will get more customers. If you dont deal
    with complaints quickly this will have the
    opposite effect and they will tell people about
    the poor service and then others wont come to the
    establishment.

16
Customer Care
  • Define the term customer care.
  • Customer care means putting the customer first
    and making them feel valued and happy with the
    service t you provide.
  • Describe the effects poor customer care will have
    on a business.
  • Tell friends, few customers, food waste,, lay off
    staff, loss of profit, close down.
  • If you have poor customer care the customers will
    not be happy. When they go home they will tell
    their friends and family and word will get round.
    This will then mean that fewer customers will
    come to the establishment and food that has been
    bought in will be wasted because no one has come
    in to eat. You will eventually have to lay staff
    off as you will have more staff than customers
    and you cant afford to pay the wages if you dont
    have money coming in. This means you will not be
    making a profit and cant pay any bills so you
    will have to close down.

17
Customer Care
  • Describe how you can ensure your staff have good
    customer care skills.
  • Training, feedback, evaluation, comment cards
  • To ensure your staff have good customer care
    skills they should be trained regularly. Training
    can be done in house, that is at work, you can
    get someone to come in and do some training or
    the staff can go to a training day held
    elsewhere. You will know if your staff need
    training because you can look at the customer
    feedback they may have given on your website or
    on evaluation forms after a conference for
    example. You can also ask customers to fill our a
    comment card before they leave and you can look
    to see what needs improving. All staff should be
    trained regularly and those with good customer
    care skills could show others at these training
    sessions. Staff can also share ideas on how to
    ensure they have good customer care and talk
    about what they have done well in the past.

18
Customer service
  • How can you make sure customers are happy with
    the service?
  • Feedback, evaluations comment cards
  • You can check your customers are happy with the
    service they receive by looking at their feedback
    on your website or feedback they give you when
    they leave. The receptionist should ask if
    everything is ok and take notes if there is
    anything wrong. You can also ask people at
    conferences to fill out an evaluation form at
    the end of the day or meeting. You can leave
    customer comment cards in the rooms for people to
    fill in. You can then evaluate all of these and
    make changes where necessary.
  • Discuss how you can present a positive image in
    the hotel and in the staff and why it is
    important ( 8 marks)

19
Customer service.
  • Discuss how you can present a positive image in
    the hotel and in the staff and why it is
    important.
  • Hotel décor, furnishings, repair
  • Staff dress, uniform, manners, customer care
  • Why more customers, more profit, expand
  • You can present a positive image in the hotel by
    making sure the décor is clean and is not looking
    old and shabby. Furniture should be fit for
    purpose and in good repair. For example when you
    walk into reception it should be warm and
    welcoming and inviting as this is the first
    place you will see. Staff can present a positive
    image by the way they dress, corporate uniforms
    will help customers identify who is staff and
    which area they work in. Staff should be clean
    and smartly dressed, they should be polite at all
    times and remember the customer comes first. They
    should make the customers feel welcome and safe.
  • It is important to present a positive image
    in both the hotel and the staff so that customers
    are happy and will come back, this will mean you
    make more profit and may be able to expand.

20
Job Roles
  • List five job roles in the restaurant.
  • Restaurant manager. Head waiter/ess. Wait staff.
    Wine waiter, bus boy, counter attendant.
  • Who is the team leader in the restaurant and what
    is their job role?
  • Restaurant manager. Rotas, in charge, orders
    equipment, greet and seat, bookings, chef,
    training, complaints.
  • The person in charge of the restaurant is the
    restaurant manager. Their job role is to ensure
    the restaurant runs well and to complete the
    staff rotas to show what days and times they are
    working. They also order equipment such as
    napkins and check the laundry is sent off and
    returned on time. They greet and seat the
    customers and tell them who their wait staff will
    be. They take all the bookings and liaise with
    reception and the chef to check how many are
    expected and the times they are due in. They will
    speak to the chef to check what the daily
    specials are and relay any information to the
    wait staff. They will speak to the chef regularly
    to check foods that may be running low. They
    will also organise any staff training and deal
    with any complaints quickly and effectively.
  • Describe the qualities do you need to be a team
    leader? (6 marks)

21
Job roles
  • Describe the qualities do you need to be a team
    leader? (6 marks)
  • Communication, help, advise, time keeping, smart,
    experience, flexible
  • The qualities needed to be a team leader are
    that you should have good communication skills as
    you have to relay information to the rest of the
    team. You should be able to help and advise your
    team and be approachable. You should be assertive
    without being a bully as you want the best from
    your team. You should be smart and set the
    standards you expect from your team. You should
    be flexible in the hours that you work as you may
    be asked to work longer or start earlier and you
    should have good time keeping. You should have
    experience in the job that you do so you can
    pass on your knowledge to others. A good team
    leader delegates work and motivates the team so
    that you get the best possible results.

22
Job roles
  • List three jobs in the reception.
  • Head receptionist, assistant receptionist,
    concierge, porter, night porter.
  • Discuss the qualities and skills needed to be a
    head receptionist.
  • Qualities smart, flexible, friendly, helpful
  • Skills communication, complaints, language,
    ICT, organisation, knowledge
  • To be a head receptionist you need to be smart
    and friendly as you are the first person the
    customer comes in contact with. You should be
    flexible as you may have to work extra hours if
    you are dealing with someone. You should ne
    helpful and able to deal with complaints quickly
    and effectively. The skills you would need are
    good communication skills and it would be helpful
    if you could speak more than one language. You
    need good organisation skills and be able to use
    the computer as most bookings are taken on the
    computer. You should speak clearly when answering
    the phone and your writing should be legible so
    others can read it. You should also have a good
    knowledge of the local area as people may ask you
    where to go and what to see.
  • Describe the job role of the head housekeeper ( 6
    marks)

23
Job Roles
  • Describe the job role of the head housekeeper
  • Team leader, rotas, check rooms, order, liaise
    with maintenance and reception, deal with
    complaints, training
  • The head housekeeper is the person in charge of
    cleaning and preparing the rooms for guests and
    for meetings and events. They will organise staff
    rotas as they are the team leader for this area.
    They will tell the staff which rooms need
    cleaning and which ones only need a quick check.
    They will ensure all rooms are ready for the
    guests and that any requests for extra towels or
    pillows are met. They will liaise with reception
    to see which rooms will be empty and when they
    need to be ready for. They will order products
    such as shampoo for the rooms and make sure the
    tea and coffee making equipment is ok. They will
    also speak to maintenance about any repairs that
    need doling to ensure the rooms are ready for the
    guests. They are also responsible for making
    sure rooms are ready and cleaned for events and
    meetings.

24
Job roles
  • Describe the role and responsibilities of the
    hotel manager
  • In charge, delegate, rotas, complaints, meetings,
    training, HS, profit, advertise, webpage,
    promotions, interview
  • The Hotel manger is the person who is in charge
    of the day to day running of the hotel. They will
    delegate jobs to the team leaders, they will hold
    regular meetings with the team leaders to ensure
    everything is running smoothly. The y will
    oversee staff rotas and ensure each area within
    the hotel is running smoothly. If complaints
    cannot be dealt with by team leaders then the
    hotel manager will deal with them. They will
    organise training for staff and ensure the hotel
    is safe a t all times. They are responsible for
    making a profit and will oversee the hotel
    webpage and advertising and promotional offers.
    They will also interview new members of staff
    along with the team leaders. They will complete
    staff appraisals at regular intervals to ensure
    they are working well and set targets and offer
    promotion.

25
Job Roles (training)
  • Discuss the importance of staff training in a
    hospitality establishment
  • Customer care, ways to train, reasons
  • It is important to have regular staff training
    to keep up to date with new legislation that may
    come in place. Such as fire procedures and health
    and safety matters. All staff should be trained
    in this so they know what to do in the event of
    a fire and to ensure customers are safe at all
    times. Staff can be trained on sire and
    specialist people will come in and do the
    training. For example the fire brigade may come
    in to train staff on how to use the fire
    extinguishers so if there is s mall fire it can
    be out without calling the fire brigade. Health
    and safety issues should be checked regularly and
    all staff MUST be trained in this before they
    start work as it is a legal requirement. If staff
    are not trained and things go wrong the hotel can
    be sued or fined for not following procedures.

26
Job roles
  • Briefly describe the job role of the following-
  • Concierge - work in reception, they may park your
    car and will book taxis and tickets for shows.
    They have a good knowledge of the area and what
    is on offer and can advise customers what to see.
    You can also leave your luggage with them after
    you have checked out if you are not leaving the
    area straight away.
  • Porter - There is usually a day porter who will
    help you take your luggage up to your room and
    help prepare rooms for events. As well as deliver
    things to the rooms when requested. The night
    porter will answer the phone, man reception if no
    receptionist is on and deal with room service.
  • Chambermaid - A chambermaid is one of the people
    who clean the bedrooms ready for the customers.
    They will change the beds and replace the towels.
    They will clean the rooms and make sure any
    toiletries, clean glasses, drinks and coffee and
    tea making facilities are replenished.

27
Job Roles
  • Waiter - A waiter or waitress or wait staff will
    serve the customers with food and drink in the
    restaurant. They will clear away the dirty
    cutlery and crockery and set up the restaurant
    ready for service. They will pass on any
    complaints to the head waiter.
  • Wine waiter - Will serve the wine to the
    customers at their tables. They have a good
    knowledge of the wines and can recommend
    different wines for each dish. They will also
    work with the chef and restaurant manager and
    order the wines and help to produce the wine
    list.
  • Assistant receptionist Will work on reception,
    take customer bookings, deal with customers, make
    up the bills for customers, relay information to
    the restaurant , kitchen and housekeeper.
  • Conference manager- Is in charge of meetings in
    the hotel They will take the bookings and ensure
    everything is ready on the day. They will be the
    person who greets the organiser, passes on
    relevant information and checks everything is ok
    throughout the day.

28
Environmental issues
  • How can a hotel show customers they have an
    environmental policy?
  • By having posters up around the hotel, many have
    them in lifts. They can also put signs in
    bathrooms asking customers to shower rather than
    bathe and re use towels.
  • Why should a hotel have an environmental policy?
  • To help save the planet. To encourage guests to
    do the same. It is a government requirement. To
    save money by reducing waste, re using things
    where possible and recycling.
  • Discuss how a hotel can conserve (save)
    electricity and water.

29
Conserving electricity and water
  • Discuss how a hotel can conserve (save)
    electricity and water.
  • Electricity lights, key cards, heating, air
    con, bulbs, advising guests, thermostat.
  • Water towels, showers, flush, taps, drinking
    water, washing up, washing
  • A hotel can conserve electricity in a range of
    ways. They can use key cards that only turn the
    lights on when they are in the slot at the side
    of the door. They can have lights in corridors
    that are set of by sensors so they only come on
    when someone is actually in the corridor. They
    can only put the heating on when it is cold and
    only use the air conditioning when needed. They
    can use energy saving lighbulbs in all rooms and
    advise guests to turn things like televisions off
    when they are not in use. The heating can also be
    thermostatically controlled so that is cuts off
    when the room reached temperature. They can save
    water by asking guests to use towels more than
    once and to take showers rather than baths as it
    uses less water. They can have dual flush toilets
    or put hippo bricks on them to save water. They
    can have taps that only set out small jets of
    water when washing hands. They can only serve
    water on tables when customers ask for it and
    lastly they can re use washing up water to water
    the gardens or use economy wash cycles for
    bedding and towels.

30
Star ratings
  • What is meant by star ratings?
  • It is the way Hotels are graded 5 is the highest
    and best quality and 1 are very basic.
  • What is meant by diamond ratings?
  • Diamond rating is the ways guest houses, bed and
    breakfast establishments, pubs and farmhouses are
    grade.

31
Star ratings
  • Describe the different features of a 3 and 5 star
    hotel
  • 3 basic rooms, near motorways or in city
    centre, swimming pool room service , car park,
    restaurant.
  • 5 excellent rooms, service, luxurious, famous
    chef, valet, concierge, room service 24/7,
    fitness centres, business centres
  • A three star hotel will offer comfortable
    accommodation and are often situated near
    motorways or in city centres. They are often used
    by business people who are attending meetings.
    The rooms and reception are nicely decorated and
    offer a degree of comfort. Internet access may be
    available at extra cost. They have basic tea and
    coffee making facilities in the room and there
    will be a restaurant for meals. They will often
    have a buffet type breakfast and evening meal.
    They may have a small health suite and swimming
    pool. Room service will be limited and may be
    charged for.
  • A five star hotel will have excellent first
    class service and accommodation. It may be set in
    luxury surroundings. They often have famous chefs
    and more than one restaurant. The food will be of
    a very high standard and it will offer a an la
    carte menu as well as a table d'hôte. It will
    have valet parking, concierge, 24 hour room
    service at no extra cost. The rooms will be
    larger and well decorated. They will include
    wi-fi, tv on demand and may also have a min bar
    in the room. They will have a well equipped gym
    and swimming pool with sauna and jacuzzi.. They
    will also offer excellent business rooms for
    meeting s and weddings.

32
Diamond ratings
  • Describe the facilities would a seaside guest
    house offer?
  • Band B, comfortable rooms, maybe a theme, family
    rooms, not many, no reception, family run.
  • Depending on the diamond rating a seaside guest
    house would offer a range of rooms but not many,
    maybe only four or five. They will be
    comfortable and nicely decorated. They offer bed
    and breakfast and some may offer evening meals if
    requested. The breakfasts are usually cooked to
    order as there are not many guest. It is usually
    the owner of the house that does the cooking and
    looks after the guests. Most rooms will be en
    suite but some of the lower star ratings may have
    to share a bathroom. As they are at the seaside
    they may have a themed dining room which reflects
    the area with memorabilia from local places.
    They have personal customer care showing
    attention to customer needs. They generally do
    not have a reception.

33
Legislation
  • The health and safety act was passed with two
    aims. To extend the coverage and protection of
    the law. To increase awareness of safety to all
    employees. State 2 responsibilities of the
    employees.
  • To ensure the area is safe at all times
  • To take care of their own safety and not endanger
    others.
  • Discuss the main responsibilities of the employer
    in ensuring the safety of their employees.
  • Safe work area, training, policy, risk assessment
  • It is the employers responsibility to ensure that
    the employees are safe at all times. They must
    provide adequate work space, safe areas of work
    and ensure all staff are trained on any equipment
    they use. They should make all staff aware of the
    health and Safety policy and display the HASAWA
    on the wall. They should hold regular training
    for staff to make sure they are aware of current
    legislation. They must also complete a risk
    assessment to highlight any issues such as
    ventilation, lighting and temperature control,
    all of these must be adequate and not put
    employees at risk. They must also check machinery
    is fit for purpose. They must also display signs
    such as fire exits.

34
Legislation
  • Describe how you would pick up and transport
    boxes to avoid physical injury.
  • Bend knees, straight back, help, trolley, make
    smaller
  • To lift and box safely you should bend you knees
    and keep you back straight. If the box is too
    heavy you should ask for help or use a trolley to
    move it. If you cant get help then you should
    take some of the things out of the box and then
    lift it. If it is too heavy wait until someone
    can help never try to lift it on your own.
  • What is the DATA protection act used for?
  • The DATA protection act requires all
    establishments' to be registered with the DATA
    protection register. This means that guests can
    be informed of where their personal data is being
    kept, know what details are being kept, know why
    the data is being kept and who will have access
    to it. The reception staff must be aware of their
    responsibilities as they are responsible for the
    guests security and the security of the
    information they hold for example credit card
    details.
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