Our role in the hospitality industry

Our role in the hospitality industry

• 1.
   Russian Tourists:4 million  German Tourists: 2 million  United Kingdom: 2.5 million  Italy & France : 1 million  Arab Countries : 2 million  Over 11 million : $ 440 million  Tourism in total : $ 13 Billion!  It is more than 1/3 of Egyptian revenue!
• 2.
   What isour role as individuals towards the hospitality Industry?  Knowledge, directly or indirectly, technical or non-technical is needed to concentrate on the job producing efficiency from our team. Knowledge based on good Food and Beverage education within the resorts policy equals excellent performance and experience gain.  A. Etiquette! It is a set of rules about behaviour for people in a particular profession.  In a Restaurant etiquette is an admixture of:  Showmanship  Diplomacy and “proper “ sociability  It is an ability to communicate effectively using appropriate language with certain manners associated with gentleness
• 3.
   Rules &Policies of Azur Resorts etiquette to exhibit in a Restaurant: 1. Attend to guests as soon as they enter into a Restaurant 2. Always wish guests “Good evening, Morning” etc even though you have seen them during the day. 3. Assist guests with children or belongings that may seem to cause them discomfort while having a meal. 4. Address guests by their names. 5. Be polite and avoid clowning, teasing, even though you know them well. Never touch! A professional hand shake is preferable. 6. Help seat ladies with children. 7. Provide special chairs for children. 8. When trying to speak to a guest do not interrupt guests. 9. Avoid mannerism such as touching your hair, face etc. 10. Be attentive to guests’ call. 11. Talk softly and slowly to be understood. 12. If you see a guest smoking, you may remind him with a smile that this is a non smoking area.
• 4.
  14. Carrying pensmay be clipped in front of a shirt or jacket. 15. No eating chewing gum. 16. In case of extra charge specialty restaurant, present the bill to the host directly to avoid embarrassing him. 17. NO soliciting tips. 18. In case of guests’ leave tips on the table, remove tips after guests have left. B. The need to have knowledge of other Departments Food and Beverage services in general will depend on certain departments for effective functioning and smooth coordination is necessary. Kitchen, Where there are five (5) valuable sections . Butcher , Garde Manger, Pantry, Bakery & Confectionery (Pastry), Hot Range & Grill, Vegetables Area & Still room (Coffee area), & Stewarding.
• 5.
   Brainstorming session– 12 minutes  What is the importance of having knowledge, skills and good attitude?
• 6.
   Do wehave individual responsibilities towards standards?  What is that responsibility?  You as an individual must be: 1. Well groomed. 2. Well trained. 3. Well briefed. 4. Must have safety knowledge in food production, in beverage service, and in your guests environment, The restaurant must be safe!  You also must have good knowledge other Departments with F&B such as: 1. House Keeping. 2. Engineering. 3. Front office.
• 7.
   How dowe identify our departments’ training needs?  By watching our team on the job.  By Guests comment.  By hearing our teams’ needs to develop as individuals and then as a team.  Development of Skills and Attitude  A skill level is the method of carrying out a task.  Rank and file skills such as:  A. Attendance.  B. Holding service cutlery  C. Cleaning a glass etc.  An Attitude will gain the desired learning experience:
• 8.
   An Attitudewill gain the desired learning experience: 1. In the ability to overcome resistance to do manual or hard work. 2. Willingness to “Serve all and love all”. 3. Capacity to take orders from seniors. 4. Cheerful attitude towards co workers, and working flexibility. 5. Cordial relationship with all interactions. 6. Pride in your work area. 7. Tact and initiative. Acting as part of the team and individually as a representative of the organization. 8. Honesty. 9. Courtesy. 10. Avoiding a negative attitude.
• 9.
   Supervisor’s Attitude: The Supervisor’s attitude keeps a solid team in dealing with the desired staff behaviour.  The Supervisors role in basic skills is: 1. Leadership. 2. Motivation.
• 10.
   What arethe various methods simplifying team members’ jobs?  Training by: -  Lecture.  Tours.  Demonstrations.  Practise.  On the job training.  Case study.  Role Play.  Counselling.
• 11.
   What isthe need for professionals producing superior service?  The need is to have quality guest service.  Quality guest service will create a memorable experience for every guest.  Quality guest service is possible when we achieve: 1. Anticipating guests needs i.e. Front Office communication with the guests. Knowing guest’s culture from tour operators. 2. Team work – Helping meet and exceed each guest’s needs. 3. Exceeding guest’s expectation. Delivering quality service is not part of your job – It is Your Job!
• 12.
   What arethe benefits of delivering quality service? A. The Guests: Each guest has certain concerns, emotions and expectations. By providing quality service you will have a chance to make the guest’s day and stay more enjoyable. B. The Property: A higher percentage of repeat guests is an indication to the success of the property and thus; can have a positive effect on the room rates in from year to year. C. Your Individual co-workers should be: 1. Well Trained. 2. ability to execute tasks on time. and make it easier for others. 3. Each individual will provide a network of production. This makes a team! 4. YOU! When you do your job well, you show co-workers and managers that you are a professional. Leadership by example is the most important philosophy within our ethics in the Azur Food and Beverage Division.