Transcript HOSPITALTY REVISION - Miss Pain & Mrs Modrate

HOSPITALTY REVISION
MOCK 2013
3.1 The Hospitality Industry
OUTLET
Sectors they provide for
Links to Tourism
List three types of establishments you would
expect to find in the entertainment and leisure
sector of the hospitality industry
McDonald’s
Boarding School
Sea View Hotel
Caravan Park
Leisure Centre
Luigi’s Restaurant
Guest House
Wine Bar
Conference Centre
Explain why a hotel situated in a British resort
may employ a mixture of full-time, part-time and
casual staff
3.2 Types of Service & Client Group
Discuss the main points you would need to
consider when planning a tea party for a group of
senior citizens in a day centre.
A manager has requested a meeting room for ten
delegates with a boardroom layout. Draw the
layout and suggest what else the delegates will
need
Function Room
Equipment & Décor
Needs of a private client holding a dinner party at home…
Food & Drink
Accommodation
3.3 Job Roles, Employment and Training
Give five qualities needed by a receptionist
working in a five-star hotel
Job Role
Head receptionist
Assistant receptionist
Porter
Conference &
banqueting manager
Station head waiter
Banqueting wait staff
Explain the role of a night porter.
Operating Level
Responsibilities
State two occasions when casual staff may
be employed by a hotel.
3.4 Planning for Functions & Events
Stan and Joan are holding a party to celebrate their golden wedding anniversary
and have invited 50 guests including family and friends. Suggest how the room and
tables could be decorated for the party and the type of food service you would
recommend.
Explain the importance of good communication between Stan and Joan and the
party organiser.
When planning a function or event, the following are the most important points to consider: Give examples & explanations to the following points:
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Date & time of event:
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Choice of venue:
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Cost, portion control and profit:
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Advertising and promotion:
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Number of guests:
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Type of menu:
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Dishes chosen:
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Styles of service:
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Décor and room layout:
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Menu cards and place names:
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Risk assessment:
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Staffing:
Hazard Assessment Form for a Party
Hazard
Special dietary
requirements
Fire
Hazards relating to
food preparation
and cooking. Eg
cuts, burns
Accidental trips &
Falls
Who might be affected
Is risk adequately controlled?
Further action taken to control risk
3.5 Costing Menus & Events
Explain the following Key Facts:
Selling Price:
Actual Food Costs:
Overheads:
PORTION CONTROL
Match the following foods to an appropriate method of portion control
Ladle
Individual Dish
Ice-Cream scoop
Cutting Lines
Sundae dish
Fresh fruit salad
Cheesecake
Tomato soup
Creamed potatoes
Individual lasagne portion
1. A hotel has calculated actual cost of one portion of chicken chasseur at £2.86. List 4 other
costs to be considered when calculating the selling price:
Profit:
2. Calculate the price of one portion of chicken chasseur using the formula.
VAT:
The formula used in industry to
calculate selling price is:
Explain why good portion control is
important
Explain the function of this piece of
equipment
3.6 Customer Care & Corporate Image
What does ‘customer care’ mean?
What is the importance of a corporate image to a company?
1.
2.
3.
What are some ways in which a company chooses to establish their
corporate image?
To achieve good customer care, staff need to:
1.
2.
Why do large chains, eg Hilton Hotels, have a corporate image?
3.
4.
Target Group
Good Customer
Care
Poor Customer Care
1. Explain the importance of good customer care to
Customers:
Customers
Staff:
Owners:
Staff
2. State 5 ways in which a hotel can measure customer satisfaction:
1.
2.
3.
Establishment
4.
5.
3.7 Standards of Service
A guest complains that the cheesecake served at dinner is still frozen
in the middle. Suggest how the wait staff would deal with the
problem.
Write out the Customer Complaints Procedure
1.
2.
3.
4.
5.
A guest rings reception to say that the heating not working in their
hotel room. Suggest how the receptionist would deal with this
situation.
Level of service Not Type of
service
Level of Service should be…
6.
7.
Standards of Service
Staff Training is the key …
Standards of service are judged
All staff should be trained to …
3.8 & 3.9 Quality Assurance & Quality Control
The Quality of a meal is determined by …
The quality of service depends on …
The Quality of surroundings depends on…
Accommodation quality of standard is
denoted by …
Restaurants have 2 systems which can
denote high quality these are…
Explain why a couple who are looking for a
venue to celebrate their 25th wedding
anniversary may look at the star rating of
hotels before making a choice.
Describe the differences between guest house, a hotel and a bed & breakfast
3.10 Teamwork & Communication
Job Description: Must be a good team member: DESCRIBE what a
good team member would be like.
Communication: It is important to communicate effectively in
hospitality establishments.
ACCURACY in communication, which means,
is particularly important in the following areas: Explain how and
why!
Administration:
Customer billing:
Booking systems:
What makes a good team leader?
ICT Skills:
Storage of personal data:
Discuss the importance of good teamwork when running a hospitality
event
Discuss the importance of effective communication between the
front office and housekeeping departments of a large hotel.
Practice Exam Question: Complete on separate lined paper:
John has just started work on reception in a large hotel. He works with other staff and uses a number of different
ways of communicating with colleagues and clients. He is keen and enthusiastic and hopes to be promoted within
the company.
1.
2.
3.
4.
State two (2) methods of communication he will use on reception and give an example of when each type could
be used. (4 marks)
Explain why John and his colleagues need to communicate with the head housekeeper. (4 marks)
Discuss the skills and qualities needed by a hotel receptionist. (6 marks)
Assess the importance of teamwork within the hospitality industry. (6 marks)
3.11 Environmental Issues 1
Explain the affect of good and poor teamwork on the following groups of people.
Group of people
affected
Customers
Good Teamwork
Poor Teamwork
For an event to run smoothly teamwork must be
PERFECT. Write a word beginning with each
letter of PERFECT to help you remember the
essentials of good teamwork.
P
E
R
Staff
F
E
C
Establishment
T
3.11 Environmental Issues II
The Three R’s: R__________________ R___________________ R______________________
Conserve Energy & Water …
Rosette awards for restaurants
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The long-established Rosette scheme recognises successful cooking at different levels across the UK.
Success or failure in achieving Rosettes is based on one or more visits by an AA inspector to a hotel or restaurant.
Essentially the visit is a snapshot, whereby the entire meal, including ancillary items (when served), is assessed.
About 10% of restaurants nationwide are of a standard that is worthy of One Rosette and above. This is indeed a
huge achievement, and not to be underestimated.
AA Rosettes are solely awarded by AA Hotel and Restaurant Inspectors. External influences from hotels, restaurants
or other guides are not taken into account when awarding Rosettes.
Suspension of Three,
Four and Five Rosettes
When a chef holds
Three, Four or Five
Rosettes and moves
from one establishment
to another, the award is
suspended at the
hotel/restaurant they
have just left. The
award does not follow
the chef either.
We therefore
recommend that
establishments inform
us of a change of chef
as soon as possible, in
order to schedule a
forthcoming inspection.
Other Rating Systems
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Diamond Ratings – exist just as stars – most companies are rated using stars
instead.
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Crown Ratings:
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Northstar Travel Media classifies hotels using ‘Crowns’. Crowns are determined on the basis
of information from a variety of sources.
The hotel’s own web site
Fact based information received directly from the hotel
Northstar submits a questionnaire to hoteliers asking them in-depth information about the
hotel’s attributes such as amenities, check-in/check-out, etc. Northstar looks not just at
whether they have an amenity, but also the depth of the amenity. For example, if the hotel
has a fitness center, is it a full complement of equipment or just a few items.
Guest experiences, which they mostly receive from Trip Advisor
Reviews by their sister publication, STAR Reviews. STAR is a subscription review service that
agencies pay for. STAR reviews are based on visits to the property. About 7,500 properties
with Crown ratings also have a STAR review. STAR reviews tend to be for properties with
three or more Crowns.
RAC Ratings: