3 deptt of hotels


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  • Food Quality
    Service Quality
    Staff Quality
  • Key interpersonal skills essential for success
    Will examine - communication skills & all these others over next weeks
  • Recognize customer behaviuor at any stage of relationship whether meeting or greetin o rhanldling a complaint
    BODY LANGUAGE EXERCISE: from road to hospitlaity
    what does te language tell us? How can we use it to rpovide quality customer service
    if you do not recognize behaviour or listen you will not be abl to dleiver what they require.
    If you have not listened when you follow up you may find yourself unnecessarliy handling a complint
  • 3 deptt of hotels

    1. 1. Update and develop hospitality industry knowledge Key Departments of the hotel DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: chefsunilbalhara@gmail.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
    2. 2. HOTEL ORGANIZATION CHART • In order to carry out its mission, every company builds a formal structure depicting/outlining different hierarchy of management, supervision, and employee (staff) levels • Outlines the responsibility among positions, departments, and divisions within a hotel. • And representation of relationships between positions
    3. 3. An Organisational Chart General Manager Rooms Division Manager Director of Sales Food and Beverage Manager Controller Human Resources Manager Front Office Manager Reservations Manager Restaurant Manager Catering Manager Housekeeping Manager Sales Manager Sales Manager Loss Prevention Manager
    4. 4. continued • There are two types of relationships that might exist between any two functions at any organization chart. These are: • 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. • 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 a direct line accountability. Usually in the hotel
    5. 5. Hotel Divisions The hotel is made of divisions: · Rooms Division · Food and beverage Division · Sales and marketing Division · Account & finance Division Engineering and maintenance · Security · Human resources These divisions can be divided into two 1.Revenue centers 2.Non Revenue centers
    6. 6. Revenue Centers/Front Office of the house · Front office · Food and beverage · Spa and Treatment centres · Retail stores
    7. 7. Support Centers/Back of the house · Housekeeping · Accounting · Engineering and maintenance · Human resources · Security
    8. 8. Rooms Division Departments · Front office · Reservations · Communications/telephone operators · Concierge · Housekeeping Note: In many mid-size and larger properties, reservations may be part of the sales department.
    9. 9. Food and beverage Division According to the statistics, F&B Department constitutes the second largest revenue generator of a typical hotel with an average of 23.1 for Food sales, and 8.6 % for Beverage sales. In a five-star hotel, Food and Beverage outlets might have the following forms: ♣ Room Service/Quick Service ♣ Specialty Restaurants ♣ Coffee Shops ♣ Bars ♣Lounges ♣ Clubs ♣ Banquets/Catering Functions ⇒ Wedding, Birthdays… 
    10. 10. Key Departments Front Office Maintenance House keeping Sales and Marketing Food and Beverage Finance & Banquets Restaurants Kitchen Security Gaming & Entertainment Administration Human Resources Management
    11. 11. Departmental Heads General Manager Rooms Division Manager Food Beverage Manager Finance Manager Sales Manager Gaming Manager Human Resource Manager  Maintenance Manager
    12. 12. Kitchen Staff Chef de Cuisine or Executive Chef Sous Chef Chef de Partie Commis
    13. 13. Kitchen Staff Parties or sections Sauce Roast Fish Vegetable Soup Larder Pastry Chef de Partie le Chef Saucier le Chef Rotisseur le Chef Poisonnier le Chef Entremettier le Chef Potager le Chef Garde-Manger le Chef Patissier
    14. 14. Other Kitchen Staff Butcher Baker Chef Tournant  Chef de Garde  Chef de Nuit Chef de Petit dejeuner  Communard Grillardin Le trancheur Boulanger Relief Cook Duty Cook Night Cook Breakfast Cook Staff Cook Grill Cook  Carver
    15. 15. Food & Beverage Staff Food & Beverage Manager Restaurant Manager Mitre d’htel or Head Waiter Sommelier or Wine Butler Food & Beverage Attendant Bar Attendant Drinks waiter Busies or Commis
    16. 16. Stewarding Staff/Kitchen hand Chief Steward Steward The stewarding department assumes total responsibility for crockery, cutlery, flatware & other food service equipment.
    17. 17. Front Office Staff Front Office Manager Reception Manager Guest Service Attendants Night Manager Night Auditor Concierge Reservations Manager Group Reservations Sales Agents
    18. 18. Housekeeping Staff Executive House Keeper Rooms Controller Guest Service Supervisor Public Area Supervisor Guest Service Attendant Linen Room Supervisor
    19. 19. Success in Industry Your success will be determined by certain attributes, skills & attitudes including:  Personal attributes & attitudes Social skills & attitudes Physical attributes Technical skills & knowledge Training & qualifications
    20. 20. Key Attributes for Success Service Passion High standards of grooming and personal hygiene Effective communication skills Interpersonal skills Attention to detail Commitment Team player Dedication Honesty Punctuality Positive attitude Enthusiasm Flexible attitude
    21. 21. Service Excellence Continually Meeting the needs and expectations of guests & customers professional quality value for money consistent efficient 
    22. 22. Physical Appearance Things to consider: Clothing & shoes Hair & facial hair Hands Jewellery Make up Posture Illness
    23. 23. Physical Attributes Fitness Stamina Healthy Well rested
    24. 24. Training and Qualifications Will depend upon where you work but it may be necessary to have: Responsible Service of Alcohol Basic Food Hygiene Responsible Conduct of Gaming Will need to be updated as your career progresses
    25. 25. Personal SWOT Analysis Opportunities: Strengths: What opportunities do What are your capabilities & you have because of your competencies? job, skills, community What do you do well? involvement etc? Weaknesses: Threats What don’t you do well? How might your personal goals & What capabilities & commitments stop me competencies are you achieving me my lacking? l professional goals?
    26. 26. Part (2)
    27. 27. Hotel There are many types of hotels, ranging from 5-star to smaller, budget establishments. International hotels offer a wide range of facilities and cater for the higher end of the market (business people or those willing to pay for the services offered.) Facilities can include restaurants/cafes/coffee shops/bistros, bars, gaming, gym, pool/spa/sauna, business facilities, etc.
    28. 28. pub
    29. 29. cont. The kind of dining facilities found in pubs will depend on the size and style of the establishment. Pubs often have coffee shops, bistros, grill rooms and some also offer fine-dining. Pubs provide a wide range of beverage-service options. The options provided will vary, depending on the size and style of the particular hotel.
    30. 30. cont. The types of bars found in pubs include: The front or public bar – The drinks served in this bar are generally beer and spirits.  Some have a snack bar or may offer counter meals from a bistro-style set-up. Saloon bar – This is considered more up-market than the public bar and different dress codes usually apply.  Drink prices are higher and there is usually a more extensive range of drinks available, such as popular boutique beers and cocktails.
    31. 31. Cont. Lounge Bar – Drink served here extend to cocktails and mixed drinks. The ambience is generally quieter than the public or saloon bar. Tavern bar and garden or pool bars – These outlets are more specialised and take on many different styles and decors, often creating a special theme atmosphere.
    32. 32. Motel
    33. 33. Motel The type and size of food and beverage facilities available will depend on the size and style of the motel. The kind of dining provided by local motels can vary from a fine dining restaurant offering lunch and dinner service to a small restaurant open for breakfast only.
    34. 34. Resort
    35. 35. cont. Resort Resorts are similar to international hotels and would have a number of food and beverage outlets. Dining facilities would include fine dining restaurants, bistros, snack bars and room service and there would usually be two or more bars to choose from. Poolside food and beverage services would often be a particular feature of a resort.
    36. 36. Restaurants Restaurants can be fine-dining establishments offering a high standard of food and service with prices to match, or budget restaurants offering good quality food and limited service. The range can include large establishments that seat 200 guests or more, or small restaurants that seat only 10-20 guests. Some are licensed to sell alcohol and/or alternatively have a licence that allows you to bring your own liquor (BYOs).
    37. 37. Cruise Ships Cruise ships are a popular option for the tourist. They usually provide all the amenities of a 4- or 5-star hotel, with the added attraction of travel to glamorous destinations. In between ports, there are ample opportunities to sample the on board dining, bars, sport and recreation facilities. At night there is a range of entertainments, including movies, concerts, casinos and discos, provided. Cruises range from short 1 or 2 days, up to months or even years, for some devoted cruise travellers.
    38. 38. Floating Restaurant
    39. 39. Floating Restaurant Floating restaurants offer a novel approach to dining and often have a particular theme to the food or entertainment provided. Food provided can range from fine dining to finger food. Some floating restaurants take individual bookings, while others, like the Sydney Showboat, can be hired for private functions such as parties, conferences, product launches, etc.
    40. 40. Function Centre
    41. 41. Function Centre Function centres provide a venue for conferences, banquets, seminars, product launches or promotions and special events like weddings and 21sts. They provide the conference and function rooms and food and beverage requirements for special events. Function rooms are specially set up or decorated for the particular event or convention and can usually seat and/or serve a large number of people all at the same time.
    42. 42. Casino Casino Casinos usually provide a large range of food and beverage options. Dining choices can range from simple bar snacks and bistro-type eating to fine dining, often with a variety of international cuisines to choose from. A number of different types of beverage outlets are generally available, some taking on a specific theme with their décor. There are often different dress codes associated with the various bars.
    43. 43. Club Clubs play an important role in the community, providing a venue for meeting people, entertainment and, above all, many types of activities. They all have food and beverage outlets and the number and type would depend on the size and style of the club. Bistros and restaurants are found in most clubs. Catering is often contracted out which means that although the operation is integrated with the club’s other activities, it is run independently. Club customers often order their drinks directly from the bar, but at other times dispense bar is
    44. 44. Café/Coffee Shop In large cities, you will often find café/coffee shops in shopping centres or near retail and other business districts. Some specialise in different types of coffee and various selections of tea, and may offer a range of cakes and sandwiches and other simple meals or foods that require little preparation.
    45. 45. Agency
    46. 46. Agencies provide casual staff for various hospitality industry locations including restaurants, hotels, clubs, caterers, boardrooms, canteens, and private functions. Staff available could include waiters, chefs, kitchen staff, bar attendants, poker machine attendants, Keno operators and general hands. Most agencies require their staff to have completed a Responsible Service of Alcohol Course and The course at TAFE.