Hospitality Chapter 3Hospitality Chapter 3

Key Players in Key Players in Hospitality Hospitality OperationsOperations

Alain DucasseAlain Ducasse

Owns restaurants in Owns restaurants in France, Great Britain, France, Great Britain, Monaco, and the U.S.Monaco, and the U.S.

New York Restaurant New York Restaurant located in the Essex located in the Essex House luxury hotelHouse luxury hotel

Meal for 4 may be over Meal for 4 may be over $1000$1000

In June 2000, Alain Ducasse, the internationally renowned chef of two Michelin three star restaurants in Paris and Monte-Carlo, opened his first American fine dining restaurant, Alain Ducasse at the Essex House. Since its opening, the restaurant received The New York Times 4-star review, Mobil Guide’s 5-star Award and the AAA 5-Star Diamond Award.

Human ResourcesHuman Resources

Hospitality marketing is about Hospitality marketing is about PEOPLEPEOPLE

The customers are important but the The customers are important but the EMPLOYEES are the lifeblood of the EMPLOYEES are the lifeblood of the industryindustry

(HR) HUMAN RESOURCES (HR) HUMAN RESOURCES DEPARTMENTDEPARTMENT

Hires and fires Hires and fires employeesemployees

RecruitingRecruiting InterviewingInterviewing TrainingTraining Staff DevelopmentStaff Development

CompensationCompensation BenefitsBenefits SupervisionSupervision Employee Employee

evaluationevaluation SeparationSeparation

RECRUITMENTRECRUITMENT Finding Potential EmployeesFinding Potential Employees

Advertising in newspapersAdvertising in newspapers Advertising on the InternetAdvertising on the Internet Attending college job fairsAttending college job fairs Advertising on radio/tvAdvertising on radio/tv

HIRING HIRING

Checking ReferencesChecking References InterviewsInterviews Placements TestsPlacements Tests Drug TestingDrug Testing

ORIENTATION/TRAININGORIENTATION/TRAINING

Receive overview Receive overview of the jobof the job

Learn proceduresLearn procedures Learn policiesLearn policies Learn philosophiesLearn philosophies Basic skillsBasic skills Learn the “ropes”Learn the “ropes”

COMPENSATIONCOMPENSATION SalarySalary

RenumerationRenumeration: fair payment for : fair payment for workwork

BenefitsBenefits Health insuranceHealth insurance (medical, dental, (medical, dental,

vision, disability)vision, disability) RetirementRetirement Stock optionsStock options Profit sharingProfit sharing Savings PlansSavings Plans

EMPLOYEE RECOGNITION EMPLOYEE RECOGNITION PROGRAMSPROGRAMS

Tangible rewards (Some $ value)Tangible rewards (Some $ value) Gift basketsGift baskets Amusements park passesAmusements park passes Movie ticketsMovie tickets Gift certificatesGift certificates Company mealsCompany meals Hotel accommodations Hotel accommodations

Intangible rewards (Positive Intangible rewards (Positive morale)morale) Award pinsAward pins Congratulatory notes or news articles, Congratulatory notes or news articles,

certificates, plaques, trophiescertificates, plaques, trophies

FRONT OF THE HOUSEFRONT OF THE HOUSE Include operations areas which the Include operations areas which the

general public has access, most general public has access, most experiences are hereexperiences are here

Guest roomsGuest rooms Meeting RoomsMeeting Rooms Public restroomsPublic restrooms Gift shopGift shop PoolPool Restaurants on the propertyRestaurants on the property

FRONT OF THE HOUSEFRONT OF THE HOUSE Front Desk EmployeesFront Desk Employees

Register guests, accepts payment, check-Register guests, accepts payment, check-outsouts

Communicate with guests during stayCommunicate with guests during stay Determines reservations: agreement to hold Determines reservations: agreement to hold

a rooma room Determines walk-ins: customers that do not Determines walk-ins: customers that do not

have reservationshave reservations Upselling: informing guests of better Upselling: informing guests of better

accommodations for just a little more moneyaccommodations for just a little more money

GUEST FOLIOGUEST FOLIO

Summary of all fees charged to a Summary of all fees charged to a room during the stayroom during the stay

Should be reviewed by the front desk Should be reviewed by the front desk and the guestand the guest

FOOD & BEVERAGEFOOD & BEVERAGE Major part of the Front-of-the-HouseMajor part of the Front-of-the-House Provides guests places to eat and drinkProvides guests places to eat and drink Provides banquetsProvides banquets Provides meeting rooms, coffee shopsProvides meeting rooms, coffee shops Provides cocktail loungesProvides cocktail lounges Provides pool-side snack barsProvides pool-side snack bars Room serviceRoom service

RESTAURANT RESTAURANT EMPLOYEESEMPLOYEES

Maitre d’ hotel: French for “Master”, or Maitre d’ hotel: French for “Master”, or manager of reservations, seating, manager of reservations, seating, complaintscomplaints

Cashier: accepts payment from guestsCashier: accepts payment from guests Wait staff: servers, the main Wait staff: servers, the main

connection between the customer and connection between the customer and the cookthe cook

Bus staff: assists waitpersons serving, Bus staff: assists waitpersons serving, cleaning tables, refills, re-setting tablecleaning tables, refills, re-setting table

TYPES OF MENUSTYPES OF MENUS Short Order: prepared quicklyShort Order: prepared quickly A la carte: French for “by the bill” lists A la carte: French for “by the bill” lists

prices for separate itemsprices for separate items Table d’ hote: French for “table of the Table d’ hote: French for “table of the

host”, fixed prices for meals, usually host”, fixed prices for meals, usually banquets-appetizer, salad, entrée, banquets-appetizer, salad, entrée, desertdesert

Menus du jour: French for meal “of the Menus du jour: French for meal “of the day”, different meal each dayday”, different meal each day

RESTAURANT SERVICE RESTAURANT SERVICE STYLESSTYLES

American: places food on the plate in American: places food on the plate in kitchen, then brings it to the tablekitchen, then brings it to the table

English: has large serving dishes that English: has large serving dishes that remain on the table, plates filled by host, remain on the table, plates filled by host, also known as “family style”also known as “family style”

French: elaborate, has several French: elaborate, has several waitpersons or table captains, food served waitpersons or table captains, food served from chafing dish or rolling cartfrom chafing dish or rolling cart

Russian: food dished into serving dishes in Russian: food dished into serving dishes in the kitchen then served by one waitperson the kitchen then served by one waitperson at the tableat the table

BACK-OF-THE-HOUSEBACK-OF-THE-HOUSE Vital departments not usually seen or Vital departments not usually seen or

frequented by guestsfrequented by guests Department such as: human Department such as: human

resources, management, accounting, resources, management, accounting, reservations, operations, reservations, operations, housekeeping, banquet operations, housekeeping, banquet operations, mechanicalmechanical

HOUSEKEEPINGHOUSEKEEPING Mainly responsible for the daily cleaning Mainly responsible for the daily cleaning

and care of rooms, front desk, lobby, and care of rooms, front desk, lobby, restaurants, banquet rooms, meeting restaurants, banquet rooms, meeting rooms, restrooms and other officesrooms, restrooms and other offices

Guest judge a hotel by

cleanliness and attitudes of

staff

EXECUTIVE EXECUTIVE HOUSEKEEPERHOUSEKEEPER

In charge of planning and coordinating In charge of planning and coordinating the activities of the housekeeping the activities of the housekeeping departmentdepartment

Orders and stores suppliesOrders and stores supplies Maintains lost and foundMaintains lost and found Reports guest room status (conditions)Reports guest room status (conditions) Part of managementPart of management

ROOM STATUS REPORTROOM STATUS REPORT Made by the night auditorMade by the night auditor Given to the Executive Housekeeper Given to the Executive Housekeeper

each morningeach morning Shows: Shows:

C/O-check out, guest has checked outC/O-check out, guest has checked out S/O-Stayover, guest is staying another dayS/O-Stayover, guest is staying another day V/R-Vacant ready, room is clean and readyV/R-Vacant ready, room is clean and ready OOO-Out of Order, room not availableOOO-Out of Order, room not available

ENGINEERING DEPARTMENTENGINEERING DEPARTMENT

Takes care of mechanical equipmentTakes care of mechanical equipment

(heat/air, electrical, plumbing, (heat/air, electrical, plumbing, refrigeration)refrigeration)

Takes care of physical upkeep of Takes care of physical upkeep of buildingsbuildings

Takes care hotel grounds Takes care hotel grounds (flowers/trees, landscaping)(flowers/trees, landscaping)

KITCHENKITCHEN

Where food is preparedWhere food is prepared Executive ChefExecutive Chef: responsible for : responsible for

training and managing the kitchen training and managing the kitchen staff and operationsstaff and operations

Supervises kitchen staff and general Supervises kitchen staff and general food productionfood production