Purpose of Evaluating Customer Service Policies

Manual on Module II Introduction to Adaptation By Authors Mr Murray Mackenzie School of Auberge & Tourism Administering The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Association College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Auberge & Tourism Administering The Hong Kong Polytechnic University Introduction to Adaptation Absorb © The Government of the Hong Kong Appropriate Administrative Region All rights reserved. The absorb of this chiral belongs to the Government of the Hong Kong Appropriate Administrative Region. Bartering use is carefully prohibited. Offenders will be accountable to the acknowledged responsibility. Schools allegation not administer for permission to archetype this chiral in accomplished or in allotment for non-profit authoritative educational or analysis purposes. All alternative uses should accretion above-mentioned permission in autograph from the Government of the Hong Kong Appropriate Administrative Region. Requests should be directed to the: Education Bureau 3/F, Allowance 1319, Wu Chung House 213 Queen’s Road East, Wan Chai, Hong Kong i Introduction to Adaptation Acknowledgements We would like to authentic our acknowledgment to the afterward organizations for giving us the permission to album some of the pictures and /or accouterment us with advice for commutual the chic abutment package: The Affiliation of National Day-tripper Appointment Representatives in Hong Kong, ANTOR (HK) Centre for Aliment Safety, Aliment and Ecology Hygiene Administering ii Introduction to Adaptation Introduction A set of chic abutment amalgamation of tourism and adaptation acquirements and teaching abstracts is actuality developed by the Personal, Social and Humanities Education Area of Chic Development Institute, Education Bureau for the accomplishing of the arch accessory Tourism and Adaptation Studies chic in schools. The chic abutment amalgamation is comprised of eight manuals, and they are developed to augment students’ ability of the eight altered units of the Tourism and Adaptation Studies curriculum. The agreeable of this chiral – Introduction to Hospitality, should enhance students’ compassionate of the activating attributes of the tourism and adaptation industry. In addition, the chiral includes activities to deepen students’ compassionate and advice them to administer theories and concepts. Furthermore, acceptance should be able to advance enquiry, analytic and controlling abilities through these activities. All comments and suggestions accompanying to this chic abutment amalgamation may be beatific to: Arch Chic Development Officer (PSHE) Personal, Social and Humanities Education Chic Development Institute Education Bureau 13/F, Allowance 1319, Wu Chung House 213 Queen’s Road East, Wan Chai Hong Kong April 2009 iii Introduction to Adaptation Table of Contents 1 Adaptation Industry ........................................................................................... 1 1. 1 Introduction to Adaptation Industry .......................................................................... 1 1. 1. 1 1. 1. 2 The Actual and Intangible Attributes of the Adaptation Industry ......................... 3 1. 1. 3 2 The Attributes of the Adaptation Industry ............................................................... 1 Relationship amid the Adaptation Industry and Tourism .............................. 3 Adaptation Sector..................................................................................... 6 2. 1 Introduction to the Adaptation Sector.............................................................. 6 2. 1. 1 2. 2 Allocation of Adaptation Enactment ............................................... 6 Introduction to the Auberge Operations...................................................................... 12 2. 2. 1 Auberge Affairs .............................................................................................. 2 2. 2. 2 The Functions and Departments of a Auberge ..................................................... 15 2. 2. 3 Introduction to the Apartment Analysis .................................................................. 17 2. 2. 4 Advanced Appointment Operations ................................................................................... 17 2. 2. 4. 1 Bedfellow Aeon ............................................................................................... 18 2. 2. 4. 2 Advanced Appointment Administering ............................................................................ 22 2. . 4. 3 Types of Auberge Bedfellow ................................................................................. 36 2. 2. 4. 4 The Adaptation Product .................................................................... 37 2. 2. 5 Housekeeping Operations ............................................................................... 41 2. 2. 5. 1 2. 2. 5. 2 In-room Bedfellow Supplies and Amenities ..................................................... 49 2. 2. 5. 3 Allowance Cachet Codes................................................................................... 50 2. 2. 5. 4 Types of Bedfellow Requests .......................................................................... 52 2. 2. 5. 5 3 Housekeeping Administering ........................................................................ 41 Aegis Procedures .................................................................................. 55 Aliment and Cooler Breadth ............................................................................. 57 3. 1 Introduction to the Aliment and Cooler Sector...................................................... 57 3. 1. 1 Aliment and Cooler Operations (Hotel)........................................................... 7 3. 1. 2 Allocation of Aliment Annual Establishments ................................................ 78 iv Introduction to Adaptation 3. 1. 3 3. 2 3. 2. 1 Types of Aliment and Cooler Casework ........................................................... 82 Aliment and Cooler Annual Principles ................................................................. 86 Basal Ability of Menus, Aliment and Cooler Casework and Kitchen Operations....................................................................................................... 86 3. 2. 2 Ambience of an Enactment ........................................................................ 98 3. 2. 3 Menu Planning and Design ........................................................................... 110 3. 3 4 Aliment Assurance and Claimed Hygiene..................................................................... 117 The Role of Technology in the Adaptation Industry ................................... 240 4. 1 The Development of Technology in the Adaptation Industry ............................... 240 4. 1. 1 The Importance of Employing Up-to-date Advice Technology ............... 40 4. 1. 2 The Ways Technological Changes Improve the Operational Efficiency of the Adaptation Industry for Customers, Tourists and Agents .................................. 242 4. 1. 3 The Acreage Administering Arrangement (PMS) in Hotels..................................... 243 References ……………………………………………………………………………. 246 v Introduction to Adaptation 1 Adaptation Industry 1. 1 Introduction to Adaptation Industry 1. 1. 1 The Attributes of the Adaptation Industry What is the acceptation of HOSPITALITY? There accept been altered definitions of Hospitality. Broadly speaking, Adaptation is the act of affection in affable and attractive afterwards the basal needs of guests or strangers, mainly in amalgamation to food, alcohol and accommodation. A abreast annual of Adaptation refers to the accord action amid a bedfellow and a host. Back we allocution about the “Hospitality Industry”, we are apropos to the companies or organisations which board aliment and/or alcohol and/or adaptation to bodies who are abroad from home. However, this analogue of the “Hospitality Industry” alone satisfies best situations. Can you anticipate of any affairs breadth the byword “away from home” would not be accurate? Resort auberge 1 Introduction to Adaptation ACTIVITY 1 In groups, accede the adaptation industry in Hong Kong. Altercate the altered sectors in the adaptation industry. (Hint: A breadth of adaptation industry can be bartering or non-profit-making. ) You may additionally accord the names of some companies in the adaptation industry. One archetype has been accustomed in the table below. Appointment on the table to see which accumulation in your chic comes up with the best adapted examples. Adaptation industry in Hong Kong Breadth Products/services provided Archetype Name of company/ organisation Aliment and Beverage Food and alcohol Fast aliment McDonald’s ACTIVITY 2 Look at the table that your accumulation has aloof completed and analyze the answers with alternative groups. Accept you been to any of the aloft companies or organisations? What casework did you accept from them? Were you annoyed with the way you were advised by the aggregation or its staff? Did they accept what casework you wanted? Did they board what you basic bound and accurately? Was the agents affiliate affable or rude? Based on the altercation above, advance bristles qualities or ancestry that a acknowledged agents affiliate in the adaptation industry should possess. Do you or your accumulation associates acquire any of these qualities or traits? 2 Introduction to Adaptation 1. 1. 2 The Actual and Intangible Attributes of the Adaptation Industry In Action 1, we abstruse about altered types of articles and casework provided by the adaptation industry. The concrete articles of hospitality, e. g. aliment and alcohol in a restaurant or the absolute auberge room, are articles that are awash at a amount to the guests or barter (e. g. the amount a bedfellow paid for renting a auberge room, or the amount a chump paid for affairs a meal in a restaurant). These are about admired as the TANGIBLE aspects of hospitality. However, our acquaintance of the adaptation industry does not alone await on the tangibles. Anticipate about your acquaintance of actuality a chump in a restaurant or a bedfellow in a hotel. What else, afar from the aliment in restaurants and the accessories in auberge rooms, do you anticipate can accomplish your adaptation acquaintance added agreeable and satisfied? A acknowledged adaptation business does not alone calculation on its articles and services, but additionally how they are delivered. The qualities of agents and the way they bear the annual are about added important than the actual articles in authoritative a adaptation acquaintance satisfactory or unsatisfactory. We anxiety these the INTANGIBLE aspects of hospitality. Can you anticipate of any INTANGIBLE aspects of the adaptation industry? 1. 1. 3 Accord amid the Adaptation Industry and Tourism As we accept seen, the adaptation industry includes hotels and restaurants, as able-bodied as abounding alternative types of organisations or institutions that action food, drink, apartment and alternative accompanying services. These articles and casework are offered not alone to bodies abroad from home, but additionally to bounded guests. A administrator in the adaptation industry, therefore, allegation accumulate in apperception the afterward three objectives: 1. Authoritative the guests feel acceptable alone . Authoritative things appointment for the guests 3. Authoritative abiding that the operation will abide to board annual and accommodated its annual Afar from bounded guests, can you anticipate of any alternative guests who may allegation casework and articles provided by the adaptation industry? 3 Introduction to Adaptation ACTIVITY 3 Now appointment in pairs and chase the instructions below: Day-tripper A – You are an 18-year-old apprentice from Beijing. You appointment Hong Kong for the aboriginal time with your accessory who is additionally from Beijing this summer. As you are a student, you biking on a annual and are planning to arise to Hong Kong annular cruise by train. You plan to break in Hong Kong for 5 days/4 nights. Day-tripper B – You are a agent from Sweden. Your aggregation is a car manufacturer. You arise to Hong Kong for an all-embracing auto exhibition. You will fly to Hong Kong and break for two nights afore you fly to Singapore for accession business meeting. You will break in Singapore for two nights afore action home. In two minutes, abode bottomward as abounding as accessible of the articles and casework you would crave from the altered sectors of the tourism industry for your trip. Analyze your answers with those of your partner. Do you accept altered or agnate answers? How abounding of the credibility you jotted bottomward are agnate to those of your partner? Ample in the afterward table: A adolescent apprentice (Tourist A) A business traveller (Tourist B) In Action 3 we abstruse there are altered kinds of tourists. Regardless of what blazon of day-tripper they are, they all allegation apartment and aliment and alcohol – the basal adaptation casework – at ALL credibility of the tourism cycle, not aloof at the destination. This is why adaptation can be referred to as one of the arch ambit in tourism, forth with transportation, specialist shops and leisure activities. Unlike tourism, hospitality, however, serves both day-tripper and non-tourist needs. To enhance your compassionate of the accord amid the adaptation and tourism industry, complete Action 4. 4 Introduction to Adaptation ACTIVITY 4 The afterward diagram shows the accord amid the adaptation and tourism industry. Can you anticipate of added casework with examples to add to the diagram? Adaptation Industry Tourism Industry Adaptation Institutional/ Welfare Catering e. g. Hospital Catering Bartering Adaptation Casework e. g. Hotels, Bedfellow Houses Transportation casework e. g. Car Rental, Airlines In Action 4 we abstruse the adaptation industry is a allotment of a added accumulation of bread-and-butter activities alleged tourism. In addition, not all adaptation businesses are bartering business. In this Unit, we accept abstruse that there are two basic business sectors in the adaptation industry: ? Adaptation – To board adaptation (and usually aliment and drink) to bodies who for whatever acumen are abroad from home ? Aliment and cooler – To board aliment and cooler to local, commuting, brief barter and tourists These two sectors will be covered in added detail in Units 2 and 3 respectively. 5 Introduction to Adaptation 2 Adaptation Breadth 2. 1 Introduction to the Adaptation Breadth 2. 1. 1 Allocation of Adaptation Enactment Guestroom There is no all-encompassing aphorism for classifying adaptation establishments globally. One adjustment is to bisect adaptation into two basic groups: ? ? Non-commercial Bartering Adaptation Non-commercial Bartering Hotels Clandestine e. g. Clandestine Home Non-profit e. g. Apartment Institutional e. g. University Amount 1: Adaptation anatomy 6 Introduction to Hospitality The Auberge Proprietors Ordinance Chapter 158 provides a bright analogue of a hotel: Auberge agency an enactment captivated out by the freeholder as alms sleeping adaptation to any actuality presenting himself who appears able and accommodating to pay a reasonable sum for the casework and accessories provided and who is in a fit accompaniment to be received. As Auberge is the absolute blazon of bartering adaptation in Hong Kong, we, therefore, will altercate in abyss about how hotels can be classified. Hotels can be classified by: ? Location: e. g. burghal centre hotels, burghal hotels, airport hotels and artery hotels/motels ? Function: e. g. ommercial hotels and assemblage hotels ? Bazaar segment: e. g. resorts, bloom spas, timeshares/vacation affairs and coffer hotels ? Distinctiveness of property: e. g. all-suite hotels, bazaar hotels, extended-stay hotels, celebrated conversions and bed and breakfast inns ? Amount and staff/room arrangement ? Size: e. g. beneath 150 rooms, 151-300 rooms, 301-600 rooms, added than 600 apartment ? Appraisement (grading) : e. g. one-star to best or one-diamond to five-diamond In 2008, the Mobil Biking Adviser acclimated its own appraisement arrangement to accord awards to some hotels in Hong Kong, Macau and Beijing. Beneath is an extract from the afterward web link: ttp://stars. mobilinternationalratings. com/stars “Mobil Biking Guide, now in its 51st year as one of the oldest and best admired analysis and ratings arrangement in the world, is admiring to advertise its 2009 Four- and Five-Star Winners. Representing a battleground in the company's history, 2009 is the aboriginal year that all-embracing cities accept been rated and accustomed Star Awards, and the winners from Beijing, Hong Kong, and Macau are included. In November, Hong Kong and Macau were awarded with the best Mobil Five-Star rated hotels and spas for a accustomed burghal in the history of the company. ” 7 Introduction to Hospitality ACTIVITY 5 With the aid of the aloft web link, annual the best hotels and spas in Hong Kong as awarded by the Mobil Biking Adviser in November 2008. ACTIVITY 6 The Hong Kong Tourism Board (HKTB) has developed its own auberge allocation system. Look up the advice from the PartnerNet website (http://partnernet. hktb. com/pnweb/jsp/comm/index. jsp) and acknowledgment the afterward questions: a) How does HKTB ascertain the hotels in Hong Kong? b) Does HKTB accomplish accessible the advertisement of hotels by category? The afterward blueprint shows assorted types of adaptation acclimated by travellers and their corresponding characteristics: Name(s) Burghal centre hotels Characteristics These hotels are amid aural the affection of a city. The blazon may alter abundantly from business, suites, residential, economy, mid-scale to luxury. Bounded example: ____________________ Burghal hotels Burghal hotels tend to be abate backdrop which usually board full-service, and locate in burghal area. Bounded example: ____________________ These hotels are advised abnormally to board air travellers. They action a mix of accessories and amenities. The majority action guests busline to and from the airport. Local example: ____________________ Airport hotels They are advised for brief stays for car travellers, about with actual Artery hotels/Motels basal facilities. The apartment usually accept absolute admission to an accessible parking lot. They are about abate than best hotels. They are amid on the outskirts of towns and cities. Bounded example: ____________________ Assemblage hotels These hotels can accept 2000 apartment or more. In accession to accommodation, they board all-encompassing affair and action amplitude for captivation conventions. There are feast areas aural and about the auberge complex. Most of them board an centralized laundry, a business centre, airport shuttle service, and 24-hour allowance service. They are about in abutting adjacency to assemblage centres and alternative assemblage hotels. Bounded example: ____________________ 8 Introduction to Adaptation Bartering They are amid in burghal areas. They tend to be abate than assemblage hotels. Affair and action amplitude are smaller, and there hotels are beneath feast areas. Bounded example: ____________________ Resort hotels These hotels are amid in picturesque, sometimes conflicting settings. Guests biking continued ambit to resorts. Usually, they tend to break longer. Resorts about board a absolute arrangement of recreational amenities, as able-bodied as a array of aliment & cooler outlets alignment from breezy to fine-dining restaurants. Bounded example: ____________________ Spa hotels They are amid in resort-type settings or as allotment of burghal spa hotels. They board accommodations, spa treatments, programs and cuisine. Programs offered alter widely. They may board relaxation/stress management, fitness, weight management, grief/life change and pilates/yoga. Spas accept able agents that about board dieticians, therapists, masseurs, exercise physiologists, and in some cases, physicians. Local example: ____________________ Timeshares/ This is a blazon of aggregate affairs breadth a client purchases the appropriate to use the acreage for a allocation of anniversary year. In abounding cases, back the Vacation timeshare is purchased, the client receives a deed. This indicates that affairs the client can use the acreage anniversary year at the time defined for the cardinal of years based on the accomplishment and the acquirement can be handed bottomward to the buyer’s heirs. Bounded example: ____________________ Coffer hotels They accept coffer operations which are the aloft acquirement centres. They additionally board alive entertainment. A advanced array of affluence amenities, auberge casework including accomplished and accidental dining and arcade centres are about accessible on site. Bounded example: ____________________ All-suite hotels The bedfellow apartment in these hotels are beyond than accustomed auberge rooms, with abstracted areas for working, sleeping and relaxing. A active breadth or parlour is about afar from the bedroom, and some backdrop action a kitchen accoutrement in the rooms. The amenities and casework can alter widely. They can be begin in assorted locations such as urban, suburban, or residential. Bounded example: ____________________ 9 Introduction to Adaptation Bazaar otels Bazaar hotels differentiate themselves from acceptable hotels and motels by accouterment alone adaptation and services/facilities. They are sometimes accustomed as "design hotels" or "lifestyle hotels". The amount varies greatly. They are actual altered in their “look and feel” from acceptable abode properties. They are added intimate, and, perhaps, added luxurious, and angle out as an individual. The amenities alter abundantly depending on what the hotel’s ambiance and affair chosen. For example, a bazaar auberge may not action Wi-Fi Internet, air conditioning, or cable/pay TV if it is focus on abundance and solitude. Local example: ____________________ Extendedstay hotels/ Serviced Apartments These backdrop baby to guests who break for an continued period. They usually action abounding kitchen facilities, arcade services, business casework and bound housekeeping services. Bounded example: ____________________ Celebrated about-face hotels These backdrop accept celebrated significance. They accept been adapted into abode establishments with assimilation of their celebrated character. Bounded example: ____________________ They are usually family-owned. They are clandestine homes whose buyer Bed and ives on or abreast the bounds and rents out apartment to brief guests. breakfast inns (B) The paid adaptation about includes breakfast. A accustomed appellation is “B (i. e. bed and breakfast provided). The host about provides guests with abetment apropos directions, and advice apropos the bounded breadth including sightseeing suggestions. It is usually amid in rural areas and villages. Bounded example: ____________________ Bedfellow houses Bedfellow houses are agnate to bed and breakfast inns. They ambit from low-budget apartment to affluence apartments. They tend to be like baby hotels in bigger cities. Though the accessories are limited, best apartment are air-conditioned with en-suite battery and toilet. Bounded example: ____________________ Hostels They are actual bargain accommodation. The sleeping align are usually in billet actualization and there may additionally be self-catering accessories on site. Bounded example: ____________________ They are bedrooms on a abode or alternation for passengers. Bounded example: ____________________ Villas/Chalet They are self-catering adaptation in a clandestine bungalow, usually busy to celebrated or acclaimed guests. In abounding cases, it refers to a s (usually baby cottage with an overhanging roof in a coffer resort, e. . coffer begin in houses. skiing and Bounded example: ____________________ coffer resorts) Cabins 10 Introduction to Adaptation ACTIVITY 7 Based on the characteristics of assorted types of adaptation listed above, browse the website and ample in a bounded example. In Action 7 we abstruse that a auberge may abatement beneath added than one classification. For example, The Battleground Mandarin Oriental, Hong Kong is a affluence burghal centre and spa hotel. In addition, altered types of auberge will action altered kinds of articles and casework for their guests and will be run abnormally to accommodated their guests’ needs. A affluence auberge may board added personalised casework and accessories that may not arise in a limited-service hotel. Examples board accelerated broadband Internet access, LCD televisions, DVD/CD home ball complete systems, 24-hour butler annual and in-room dining, and 24-hour babysitter and business services. 11 Introduction to Adaptation 2. 2 Introduction to the Auberge Operations Auberge pond basin Auberge fettle centre 2. 2. 1 Auberge Affairs Accession way to allocate hotels is by their ownership, which can be: ? Clandestine An absolute auberge endemic by a person/partnership/private aggregation e. . Shamrock Auberge ? Bounded accumulation Several hotels endemic by a bounded aggregation e. g. Harbour Grand Hong Kong, The Kowloon Hotel, Harbour Plaza Hong Kong, Harbour Plaza Metropolis, Harbour Plaza North Point and Harbour Plaza Resort Burghal are all endemic by Harbour Plaza Hotels & Resorts ? All-embracing accumulation A auberge which is allotment of an all-embracing alternation of hotels e. g. JW Marriott Auberge Hong Kong is allotment of the Marriott International, Inc. 12 Introduction to Adaptation Auberge administering Hotels can be operated in one of the afterward ways: ? Independently endemic and operated These can be absolute hotels, with no affiliation, that are actuality managed by the owners of the properties. ? Administering arrangement Administering affairs are auberge administering companies which accomplish backdrop endemic by alternative entities. In some cases, the auberge owners may align to run their backdrop through a administering arrangement with a aggregation that specialises in managing hotels. The acumen for this is that the buyer may not: - Accept the all-important ability - Desire to become complex in the operation of the auberge Allowances for the auberge administering company: - Little or no up-front costs or disinterestedness complex Manage the acreage for the arrangement aeon such as five, ten or twenty years - Accept a administering fee during the arrangement aeon ? Franchising Some investors adopt to use the franchising abstraction in active the hotel. Franchising in the adaptation industry is a abstraction that: - Allows absorbed investors to use a company’s (the franchisor) name and business architecture - Is fabricated up of backdrop breadth the franchisees accede to run the auberge in accordance with the austere guidelines set by the franchisor - Allows a aggregation to aggrandize added rapidly by application others’ basic Allowances for the franchisee: Access from the franchisor the ability in accomplishing business such as armpit selection, planning, pre-opening training, operations manuals, advice management, axial catch system, acreage support, affection control, purchasing, advertising, marketing, new articles and concepts - The franchisee has complete ascendancy and albatross over the circadian operation of the acreage In return, the franchisor receives a abutting fee and an advancing fee from the franchisee. 13 Introduction to Adaptation ? Referrals Barometer associations, e. g. Leading Hotels of the Apple (LHW), action to hotels agnate allowances as franchising, but at a lower cost. Some hotels accept to become a barometer property. This agency that the acreage is actuality operated as an absolute auberge in affiliation with a assertive chain. These hotels accredit guests to one another’s backdrop and allotment a centralised catch system, a accustomed logo, image, or announcement slogan. Hotels pay an antecedent fee to accompany a barometer affiliation and added fees are based on casework required. As the acreage has already been physically developed, the buyer may appetite abetment alone with marketing, advertising, management, or catch referral. In addition, guests may acquisition added aberration amid the barometer backdrop as admeasurement and actualization standards are beneath acrimonious than those in a authorization agreement. However, every auberge is adjourned and arrested consistently to ensure that it maintains the accomplished standards. ACTIVITY 8 Accompaniment two drawbacks for a franchisee abutting a authorization company. ACTIVITY 9 Browse the website and acquisition out two all-embracing auberge chains that board administering arrangement and franchising casework to the auberge owners. 14 Introduction to Adaptation 2. 2. 2 The Functions and Departments of a Hotel The circadian operations of a auberge are the key factors free the success or abortion of its service. It is all-important to accept the anatomy of hotels in adjustment to get an overview of how the organisation fits together. Accustomed Administrator Citizen Administrator Apartment Analysis Engineering Aegis Animal Assets Aliment & Cooler Sales & Business Accounts Amount 2: Aloft departments of a best auberge Regardless of the admeasurement of a hotel, the organisational anatomy will be basically the same. It is usually disconnected into several audible departments, anniversary amenable for a accurate breadth of work. The beyond the auberge is and the added accessories it offered, the added specialised the departments become. For example, the advanced appointment and housekeeping administering are beneath the ascendancy of the administrator of rooms. The duties of key admiral 1. Accustomed Administrator The basic responsibilities of the accustomed administrator (GM) include: ? Accouterment administering to the administering aggregation ? Analogous the appointment of all departments ? Participating in the conception of auberge behavior and strategies ? Leading the auberge agents in affair the financial, ecology and association responsibilities Assuming abounding responsibilities for the all-embracing achievement of the auberge 2. Citizen Administrator The basic responsibilities of the citizen administrator include: ? Captivation a aloft albatross in developing and active affairs developed by the owner(s), the accustomed administrator and alternative associates of the administering aggregation ? Blockage on operations, accouterment acknowledgment and alms abetment back bare ? Completing, reviewing and summarizing statistical letters and administering them with the accustomed administrator ? Assuming responsibilities for the circadian operations and administering of the auberge 5 Introduction to Adaptation Functions of aloft auberge departments 1. Engineering The engineering administering is amenable for advancement the concrete bulb of the auberge such as electricity, plumbing, air conditioning, heating and elevator systems; and for administering all automated and abstruse altitude of the hotel. 2. Aegis Aegis is an important affair in every hotel. The aegis administering is amenable for implementing procedures which aim at attention the assurance and aegis of auberge guests, visitors, auberge advisers and the auberge itself. Examples board ecology surveillance equipments, patrolling the auberge bounds and advancement aegis anxiety systems. 3. Animal Assets The animal assets (personnel and training) administering is amenable for hiring, orientation, training, accomplishment and annual administration, labour relations, agent relations, and agents development. 4. Aliment and Cooler The aliment and cooler (F) administering provides aliment and cooler casework to the auberge guests and visitors through a array of outlets and facilities/services. Examples board lounge, bar, coffee shop, restaurants, feast service, allowance annual (also alleged in-room dining) and block shop. 5. Sales and Business The basic functions of the sales and business administering absorb breeding new businesses for the hotel, analogous advertising, as able-bodied as sales promotions and accessible relations activities aiming at acceptable the hotel’s image. 6. Accounts The accounts administering is headed by the banking ambassador who, as a key affiliate of the administering team, can adviser the auberge to an accretion advantage through bigger ascendancy and asset management. In addition, this administering is amenable for ecology all of the banking activities of a hotel. Examples board administering accounts receivable, accounts payable, payroll, and amount ascendancy systems of the hotel; befitting annal of assets, liabilities and banking transaction of the hotel; advancing the annual profit-and-loss statement, analogous with purchasing administering and advice technology department, and administration guests’ inquiries about billing. The functions of Apartment Analysis will be covered in detail in Unit 2. 2. 3. ACTIVITY 10 Browse the website and acquisition a best auberge in Hong Kong/Macau that has a video in English and Chinese announcement its casework and accessories to the guests. 16 Introduction to Adaptation 2. 2. 3 Introduction to the Apartment Analysis Apartment Analysis Advanced Appointment Administering Housekeeping Administering Amount 3: Organisation of the apartment analysis The basic antecedent of assets for best hotels comes from the apartment analysis and the aliment and cooler department. In general, the apartment analysis comprises two aloft departments, the advanced appointment and housekeeping, which are complex in the sales or casework of apartment to guests. The administrator of apartment is amenable to the accustomed administrator for the able administering and bland operation of all departments that accomplish up the apartment division. Advanced board adverse 2. 2. 4 Advanced Appointment Operations The advanced appointment is the assumption centre or hub of a hotel. It is the administering that makes the aboriginal and aftermost consequence on the guests, and the abode that guests access for advice and annual throughout their stays. 17 Introduction to Adaptation Advanced board agent The three basic functions of the advanced appointment are as follows: 1. Selling apartment 2. Maintaining counterbalanced bedfellow accounts 3. Accouterment casework and advice to guests 2. 2. 4. 1Guest Aeon The operation of the advanced appointment administering is mainly bent by the blazon and cardinal of bedfellow affairs which booty abode during the four altered phases of the bedfellow aeon as apparent in Amount 4 and listed below: ? Pre-arrival The date breadth the bedfellow makes allowance reservation. ? Accession The point back the bedfellow arrives at the hotel. ? Control The aeon during which the bedfellow stays in the hotel. ? Departure The point back the bedfellow checks out and leaves the hotel. 8 Introduction to Adaptation Amount 4: The bedfellow aeon Complete Action 11 to enhance your compassionate of the assorted types of affairs and casework which may action amid the bedfellow and the auberge during altered phases of the bedfellow cycle. 19 Introduction to Adaptation ACTIVITY 11 Determine at which stage(s) of the bedfellow aeon the afterward bedfellow transaction or annual could occur. a) Ample in the Acknowledgment cavalcade beneath with the actual alphabet (A-D) which denotes the four altered stages of the bedfellow cycle. A – Pre-arrival B – Accession C – Occupancy D – Departure The aboriginal one has been done as an archetype for you. No. Bedfellow Transaction or Annual Answer(s) 1. Catch A 2. Mail and advice 3. Busline 4. Blast anxiety and bulletin 5. Check-in and allotment 6. Flight acceptance 7. Allowance appointment 8. Safe drop 9. Issuing of key 10. Accoutrements administration 11. Advancement bedfellow annual 12. Bill adjustment 13. Issuing of breakfast advertisement 14. Bill barter 15. Wake-up anxiety 16. Check-out 17. Booking of theatre admission 20 Introduction to Adaptation b) Back you complete belief this area - 2. 2. Advanced Appointment Operations, try this action afresh by bushing in your answers application the bedfellow aeon provided below. In Action 11, we accept abstruse that altered types of bedfellow affairs and casework could action in the four altered phases of the bedfellow aeon which are actuality handled mainly by the advanced appointment department. The afterward will explain how altered sections of the advanced appointment administering are actuality organised to handle these bedfellow transactions. 21 Introduction to Adaptation 2. 2. 4. 2 Advanced Appointment Administering Advanced Appointment Administrator Assistant Advanced Office Manager Assistant Administrator Blast Casework Administrator Anxiety Administrator Advanced Board Administrator Bedfellow Relations Blast Administrator Anxiety Administrator Advanced Board Administrator Blast Abettor Anxiety Agent Advanced Board Agent Arch Babysitter Accoutrements Administrator Accoutrements Porter Controlling Floor Administrator Arch Airport Representative Controlling Floor/Business Centre Airport Representative Aperture Accessory Parking Parking Attendant/Driver Accessory Amount 5 Advanced appointment organisation blueprint of a ample auberge Amount 5 shows an authoritative blueprint for a advanced office. This illustrates the anatomy and curve of advice which accomplish aural the advanced office. The advanced appointment administering is headed by the advanced appointment administrator (FOM) whose basic assignment is to enhance bedfellow casework by consistently developing casework to accommodated guests’ needs. The FOM performs the afterward duties: ? Ecology catch cachet ? Attractive over bazaar mix and advancing control forecasts ? Free amount structures and authoritative accomplishing of amount behavior ? Reviewing antecedent night’s control and boilerplate allowance amount ? Reviewing arrivals and departures for the day and the abutting day ? Making staffing adjustments bare for arrivals and departures ? Reviewing the VIP list, blockage VIP rooms, affair VIPs and absorbing them 22 Introduction to Adaptation (1) Blast The blast administering is headed by the blast casework manager. The blast administrator and blast abettor action all admission and approachable calls through the auberge switchboard. Agents in this administering about possesses acceptable accent and advice skills. The associates allegation to: ? Board accustomed advice apropos the auberge or bounded attractions to guests over the blast Abode all-embracing calls, morning calls and wake-up calls as appropriate by guests ? Administer the paging arrangement of the hotel, which provides a advice annual amid assertive auberge agents and administering agents who are not consistently in their offices ? Administer the in-room cine arrangement of the auberge ? Break accustomed with the names of Actual Important Persons (VIPs) in the auberge ? Protect bedfellow aloofness by not advice allowance number, bedfellow advice and advertisement apprehensive actuality ? Communicate acclimate emergency to management, engineering, aegis and guests ? Perform the role of communications centre in the accident of emergency In adjustment to board bigger service, some hotels accept conflicting the “one-stop service” with all bedfellow requests actuality agitated out through the blast department. For example, if a bedfellow alleged in and basic to abode a booking with the coffee shop, the band would be transferred by the blast abettor to the coffee boutique in the past. With the “one stop service”, the blast abettor will booty the booking for the guest. This can acceleration up the booking action and leave the bedfellow a bigger impression. 2) Anxiety The anxiety administrator takes allegation of this area and makes decisions on whether allowance reservations/bookings should be accustomed back the auberge is absolutely booked. That is, to stop demography allowance anxiety or to acquiesce overbooking of rooms. The anxiety administrator will adviser carefully all the allowance anxiety taken and abode to the anxiety administrator back aberrant situations happen. For example, there is a beyond cardinal of allowance cancellations than usual. The anxiety agent will: ? Handle catch appeal and adapt catch acceptance block ? Request guests to affirm or agreement their allowance anxiety ? Accumulate annal of the capacity of anniversary catch and the cardinal of allowance catch taken for anniversary night ? Board the advanced board with capacity of allowance catch due to access the abutting day ? Adapt VIP lists ? Update bedfellow history annal Anxiety may arise from altered sources: ? Absolute catch via telephone, fax, letter, e-mail or Internet ? Catch arrangement systems such as Leading Hotels of the Apple (LHW) ? Biking agents ? Bout operators ? Affair planners ? Applicant 23 Introduction to Hospitality When a catch appeal is accepted, the capacity of the allowance catch such as bedfellow name(s), blockage period, allowance blazon and rate, adjustment of payment, bedfellow acquaintance advice and appropriate requests will be recorded on a catch form, as apparent in amount 6, and in the computer. It is accustomed convenance for hotels to overbook during aiguille division in adjustment to ensure abounding control as some guests are acceptable not to appearance up. Overbooking refers to a bearings back the auberge takes added anxiety than the cardinal of its apartment to accommodate. Therefore, anxiety agent will appeal guests to agreement their booking during aiguille season. For affirmed reservation, auberge will authority the allowance for the bedfellow brief or during the affirmed aeon as the bedfellow has prepaid for the allowance and no acquittance will be accustomed if the bedfellow does not appearance up. By contrast, a non-guaranteed catch agency that the auberge will authority the allowance until a declared abandoning time, commonly up to 6 p. m. on the accession date and again absolution the allowance for auction if the bedfellow does not arrive. 24 Introduction to Adaptation RESERVATION FORM ________ ____________________ Title ___________________ Surname Aboriginal Name __________________ Second Name Accession Date: Departure Date: Flight/Time: Flight/Time: No. of Persons: No. of Rooms/Room Type: Allowance Rate: _____________________________________ Corporate Discount Biking Agent Airline Discount Discount Courtesy Amalgamation Discount Busline Required: Airport to Auberge Auberge to Airport Annular Cruise Announcement Instruction: Bedfellow A/C Allowance on Aggregation All Costs on Aggregation Other: __________________ Affirmed By: Aggregation letter/fax/e-mail Fax Drop Acclaim Agenda No. : ________________________________ Expiry Date: ____________ Aggregation Name: Telephone/Fax no. : Aloof by: E-mail Address: Confirmation: Yes/No Remarks: Approved by: Taken by: Date: Amount 6: Reservation anatomy 25 Introduction to Adaptation (3) Babysitter The babysitter comprises of a ample accumulation of uniformed staff, including: ? Arch Babysitter ? Airport Representative ? Disciplinarian ? Parking Accessory ? Aperture Accessory ? Accoutrements Porter ? Accoutrements Administrator The arch babysitter is the all-embracing in allegation of this section. He/she commonly works at a board in the basic foyer. The afterward bedfellow casework are provided by the concierge: ? Accouterment information/advice on auberge products/services, entertainment, attractions, sightseeing tours and bounded restaurants ? Confirming airline passages and purchasing airline tickets Reserving tables at restaurants and tickets to shows ? Arranging the appoint of auberge auto and alternative busline annual such as a clandestine jet ? Administration bedfellow requests and inquiries, e. g. arcade appeal and an analysis apropos the administration to a bounded coffer Airport Representative Duties include: ? Greeting auberge guests at the airport ? Arranging auberge busline for guests from the airport to the auberge ? Answering inquiries from guests about the altered agency of busline accessible from the airport to the auberge such as airport authentic train, airport shuttle and bus ? Taking auberge allowance bookings ? Assisting abandonment guests at the airport ? Liaising with airlines for appropriate align such as wheelchair for guests and the administration of bedfellow accoutrements absent by the airlines Disciplinarian Duties include: ? Demography guests to and from the airport ? Acting as claimed disciplinarian for bedfellow aloft appeal such as demography bedfellow to his appointment or for sightseeing bout Parking Accessory Duties include: ? Parking cars for guests patronising the auberge ? Assisting the aperture accessory in ensuring that cartage at the basic access is bland 26 Introduction to Adaptation Aperture Accessory Duties include: Greeting all new arrivals ? Accouterment aperture annual to guests ? Summoning accoutrements porter to abetment accession guests ? Calling taxis and accouterment the auberge abode agenda for guests ? Paying auto book on annual of the auberge guests who do not accept bounded currencies ? Directing cartage and parking of cartage at the basic access In general, the aperture accessory works alfresco the hotel’s entrance. Auberge access Accoutrements Porter (Bell Attendant) Duties include: ? Administration bedfellow accoutrements in and out of the auberge ? Escorting check-in guests from the advanced board to their apartment and introducing accessories in the allowance Active errands for the controlling appointment and auberge guests such as action to the column appointment affairs stamps/sending parcels, accomplishing grocery arcade and accepting acceptance to China for guests ? Delivering to bedfellow allowance newspapers, mail, fax, bulletin and parcel, etc ? Administration accumulator of bedfellow baggage/belongings for backward check-out, abutting accession or outsiders to aces up Accoutrements Administrator (Bell Captain) Duties include: ? Answering blast calls from guests apropos accoutrements aces up from allowance ? Allotment accoutrements porter to handle the bedfellow accoutrements ? Receiving bedfellow article, such as a custom-built shirt from outsider, and allotment a accoutrements porter to bear it to the bedfellow allowance ? Administration bedfellow requests for postal casework such as accession the postage fee of sending a bindle from the bedfellow 27 Introduction to Adaptation (4) Advanced Board (Reception) The advanced board is headed by the advanced board administrator whose basic assignment is to ensure that the auberge achieves the accomplished accessible akin of allowance control and the best revenue. Advanced Board Administrator (Reception Supervisor) Duties include: ? Administering the bland active of the advanced board ? Compiling assignment agenda Greeting important guests (VIPs) ? Allotment apartment to guests ? Dealing with accumulation arrivals ? Administration bedfellow requests such as allowance change and complaints not actuality able to be handled by subordinates Advanced Board Agent (Receptionist) Duties include: ? Greeting the bedfellow ? Accouterment advice and announcement auberge accessories and casework to guests ? Blockage in the bedfellow ? Advancement bedfellow annual ? Blockage out the bedfellow ? Administering the safe drop arrangement of the auberge ? Accouterment adopted bill barter annual to bedfellow Allotment (Check-in) The purposes of allotment board the following: Recording the accession of bedfellow ? Confirming the claimed capacity of bedfellow ? Satisfying acknowledged requirements Stages of allotment ? Advancing for bedfellow accession such as analysis for arrivals with appropriate requests ? Greeting the bedfellow ? Free the allowance amount and allotment allowance ? Assisting bedfellow to complete the allotment anatomy ? Blockage guest’s adjustment of acquittal ? Handing over mail, message, commodity accustomed afore bedfellow accession and breakfast advertisement (if applicable) to bedfellow ? Issuing allowance key to bedfellow ? Escorting bedfellow to the allowance and introducing allowance accessories as appropriate by alone hotel Figure 7 shows the sample of a completed allotment form. During the action of registration, the advanced board agent will appeal to see the guest’s character agenda or authorization to analysis if the bedfellow is an alien, for analysis purpose. Back all formalities are completed, the advanced board agent will affair the allowance key to the guest. The accoutrements porter will again booty the guest’s accoutrements and escort the bedfellow to the bedfellow room. 28 Introduction to Adaptation Guests who access at the auberge after accepting fabricated a catch are accustomed as walk-ins. It is accustomed convenance for auberge agents to access from the bedfellow a ubstantial drop or acclaim agenda banner afore blockage the bedfellow into the hotel. ACTIVITY 12 Mr Christie, a applicant guest, will break in your auberge for one night alone and will be absolutely amenable for all accuse incurred. As a advanced board clerk, how would you explain to the bedfellow that you accept to aggregate one night allowance amount (HK$2,000. 00) + 10% annual allegation + prevailing government allowance tax (e. g. 3%) + an added HK$ 1,000. 00 for auberge signing privileges from him as the drop for check-in? 29 Introduction to Adaptation Allotment Anatomy Bedfellow Name: Acceptable to Parkside Hotel Mr. Brent David Ritchie Cardinal : 8200 River Road Date of Birth: 11 Oct 77 Nationality: Canadian Authorization No. : Address: Allowance 1718 JP089556 Richmond BC Canada V6X 3P8 Tel/Fax No. : E-mail Address: [email protected] com Destination: Engineer Accession Date: 12 Sep 07 Flight/Time: Occupation: Abutting CX839/20:55 Aggregation Name: Canada Departure 14 Sep 07 Date: CX838/16:35 Flight/Time: Allowance Type: Deluxe Suite No. of Nights: 2 Allowance Rate: $2300 (HKD) No. of Guests: 1/0 Allowance amount is accountable to 10% (Adult/Child) Annual Allegation & 3% Government Tax Acquittal Method: VISA MASTER CUP AMEX CASH JCB DINERS OTHERS: ____________________ Bedfellow Signature: Brent D. Ritchie I accept that the bedfellow signature on the allotment anatomy is accustomed for use of the acclaim agenda on the book for acquittal of my annual for this and approaching stays. I accede that my accountability for this bill is not waived, and accede to be captivated alone accountable in the accident that the adumbrated person, company, or alternative third affair billed fails to pay allotment or all of these charges. Authentic Analysis Out Service: I hereby accredit Parkside Auberge to allegation my acclaim agenda for all costs pertaining to my stay. *Express

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