Hospitality Answer book J Housley The Armthorpe School

Hospitality Answer book J. Housley The Armthorpe School

Local Economy State 2 ways in which a new hotel may benefit (help) the local economy (2 marks) Employs local people Uses local businesses Brings in tourists Tourists spend money in local shops Local produce can be served in the restaurant Describe why is it important to help the local economy? (4 marks) It is important to help the local economy to encourage tourists into the area. It will also help to give local people jobs and therefore stop them moving away from the area. Local businesses will be able to expand by working within local establishments. If we don’t help the local economy then businesses will not prosper and will have to lay staff off and possibly close down. J. Housley The Armthorpe School

Describe the following types of menus. A set menu for a function (2 marks) This is a menu with a set amount of courses and limited choices, usually two or three choices for each course. There will be one price for the complete meal or buffet. Take away menu (2 marks) This is a menu of foods that can be similar, e. g. pizzas. Each dish has a set price and the food can be delivered or picked up. The foods are usually fairly cheap and they may also do meal deals. A la carte (2 marks) This is a menu with a wide range of dishes for each course. Usually starter, fish, main and dessert. The food is cooked to order and can be expensive. T’able d’hote ( daily menu) (2 marks) This is a menu with a small choice of dishes at a set price. It can be two or three courses and will often have a special dish included. Fast food menu (e. g. Mc. Donalds) (2 marks) This is similar to a take away menu. It usually consists of a range of dishes made from one type of food, e. g. chicken or burgers. It is usually cheap and may have meal deals. Can be eaten in or out. J. Housley The Armthorpe School

Menu Planning As part of the grand re-opening, the hotel is going to provide a special meal. Plan a suitable a la carte menu for the occasion, giving reasons for your choice (8 marks) Colour, flavour, texture, time of year, lots of choices, individual prices, nutrition, dietary needs. When planning the meal I would choose the following: Starters. Tomato and Basil soup, pate and melba toast, crab cakes, mushroom tartlets. Main course. Chicken in rum and orange sauce. Pork loin with wild mushroom sauce. Spinach and ricotta lasagne Fish course. Pan fried sea bass with chilli dressing. Plaice with lemon and dill sauce. Grilled turbot with sautéed leeks. Desserts. Summer fruit gateau. Raspberry pavlova. Chocolate mousse with tuielle biscuit. Selection of cheese and biscuits. I have chosen these dishes as they have a range of colours, flavours and textures. They will suit customers of all ages and the soup and mushroom tartlets and lasagne are suitable for vegetarian diets. They have a range of ingredients and most are available all year round. The desserts are quite light and refreshing to eat after the previous course. I would also offer a sorbet between the starter and second course to refresh the palate. The dishes can be cooked to order and will show the skills of the chef while offering a good nutritious meal. J. Housley The Armthorpe School

Menu Planning Analyse the main points that Judy and Jack have to consider when planning the menu for a children’s meal. Age, skills of chef, colour, flavour, texture, nothing too strong in flavour, nutrition, time of year, cost When planning the children’s meal Judy and Jack will have to consider the age of the children. Is the menu for toddlers or for older children. If it is for toddlers they will have to think about choking hazards like nuts. They will also have to consider the skills of the chef and what they are capable of making. They will also have to think about the time of year and what foods are readily available to keep the costs down. The meal should have a range of colours, flavours and textures to make the meal more appealing to the children. It is also important to think about nutrition and to ensure the meals are well balanced, they should have carbohydrates but not too much. They should also contain protein foods such as chicken, fish and meat. They should include fruit and vegetables for vitamins and as the menu is for children they should include calcium rich foods like milk and cheese for growth. Children do not like strong tasting foods such as chilli and curry so they will also need to consider this when planning the menu. J. Housley The Armthorpe School

Menu Planning. Discuss the main factors that the chef should consider when planning a new menu. Cost, skills of chef, nutrition, special diets, time of year, customer preference, trends, size of kitchen and storage area. When planning a new menu the chef will need to think about the cost of the ingredients to make the dishes, they should range in price but not be too expensive as customers may not buy them. They will also need to think about what they are capable of making for example its no good putting soufflé on the menu if every time they are made they fail. The meals will need to be nutritionally balanced as more people are looking at what they eat and are trying to eat healthily. The menu must also include foods suitable for people with special dietary needs such as vegetarian. The dishes on the menu will vary according to the time of year, for example you wont want things like soups and stews in the summer but you would want them in the winter. Also you wouldn’t include things like strawberries in winter as they are expensive to purchase and this will put prices up and mean less profit. . It is also important to think about food trends and what the customer usually eats. Lastly you would need to think about the size of the kitchen and the storage area available for the food, you cant have an extensive menu if you don’t have mush room to prepare and cook the food or to store the ingredients to make the dishes. J. Housley The Armthorpe School

Menu Planning As a functions manager in a local hotel Jane has a special responsibility for planning children’s parties. This week she has taken a booking for 20 children aged 5 – 7. Discuss the choice of menu. As the food is for children aged 5 to 7 I think typical party finger food would be suitable. I say finger food so that the children can choose what they want to eat and it will not be too messy. Also finger foods can be served cold so there will be no risk of small children burning themselves. I would include foods like egg sandwiches as they are popular. Maybe cheese sandwiches but with cheese spread rather than grated cheese as it is less messy and will stay in the sandwich when picked up. I would also include mini sausages, or sausage rolls. These are popular with children and are easy to prepare and serve. I would also offer things like carrot sticks and grapes as these are healthy and form one of the five a day. I would also include a range of fairy cakes and maybe some wafer biscuits but not too many as they are quite sweet. For drinks I would suggest fruit juice as it is a healthy option and better than fizzy drinks which are high in sugar. J. Housley The Armthorpe School

Teamwork Describe why teamwork is important in the hospitality industry. Faster, easy, help, share ideas, on time, happy customers, know what to be done. Teamwork is important in the hospitality industry as it helps to get things done quicker when you work as a team. If you work together it is easier to get things done and you can help each other, for example if you have finished you can help someone else and share the workload. You can share ideas and ensure you get things done on time. If things are done on time then the customers will be happy with the service. Also if you work as s team and someone os off you will know what needs to be done and someone can take on the role of the person who is away. J. Housley The Armthorpe School

Teamwork What qualities do you need to be a team leader? Communication, time keeping, organisation, helpful, knowledgeable, training, confident. The qualities needed to be a good team leader are good communication skills so that you can relay information to the rest of the team. You should also have good time keeping and be flexible as you may have to work long hours and at short notice. You should be organised and know what is expected from you this will help to ensure the work is done on time. You should be helpful and able to advise others when they are unsure of what to do. You should have a good knowledge of the job and be able to train others. You will also need to be confident as you will have to speak to all members of the team. J. Housley The Armthorpe School

Conferences What information would you need when taking a booking for a conference (meeting)? ( 4 marks) Name, address, credit card details, special requirements, number of delegates, layout of room, meals required, accommodation, equipment Evaluate the role of the conference manager on the day of the conference (meeting) (6 marks) The role of the conference manager on the day is to ensure firstly that the room is set up as required. They will brief the staff involved to ensure they know what they have to do during the day and when to serve the refreshments. They will also speak to the chef to ensure he is aware of the number of guests expected and check dietary needs and what time the food will be ready to be served. When the organiser arrives they will meet and greet them and check they are aware of fire procedures and where the toilets are. They will check they have everything they need and tell them the meal a times. They will check throughout the day that everything is ok and may ask the organiser to complete an evaluation form in at the end of the day. They will also ask if everything was ok and if anything could be done to improve their service. What equipment might you need for a conference (meeting)? (4 marks) Pen, paper, food, refreshments, OHP, white board, ICT facilities J. Housley The Armthorpe School

Health and Safety When planning a room for an event of any kind e. g. Function or meeting, health and Safety is important. Describe how you would ensure the room is safe for the customers. Trips, spills, decorations, fire, first aid, wheelchair, signage, sharp objects, lighting, damaged equipment When planning a room for any event it is important to ensure it is safe for all the customers. There should not be anything that can cause people to trip like table clothes hanging on the floor or bags and coats in the alleyways between tables. It is important that there is room for everyone to get between the tables and this includes wheelchair access. If anything is spilt on the floor it should be cleaned up and a wet floor sign put up so that there is less risk of staff or customers slipping. Fire exits should be well sign posted and clear to enable a fast exit in the event of a fire. Relevant fire extinguishers should be in place and staff should be briefed on fore safety and how to get customers out quickly and safely. There must also be a qualified first aider and staff should be aware of who this is. Any decorations that have been out up should be secure and away from any source of heat. Warning signs should be in place for things like hot counters where food is served and staff can tell customers that plates are hot. All sharp object should be kept away from the edges of tables and broken glass cleaned up immediately. Rooms should have good lighting and be free from any damage like torn carpets that can cause tripping hazards. One way to ensure the room is safe is to complete a risk assessment before the event to make sure everything is safe and ready. J. Housley The Armthorpe School

Record Keeping State three ways information can be kept in a hotel. Computer, paper, booking register. Spread sheet When booking a room for a conference what information would you need to give? Name, address, contact details, credit card details, date, number of days, number of guests, special requirements Why do hotels keep records of rooms booked? To ensure that rooms are not double booked. So that staff are aware of what rooms are still available for hire So that any queries can be checked against the bookings J. Housley The Armthorpe School

Profit making What is meant by “overheads” when working out the cost of a meal? (2 marks) Over heads cover things like rent, mortgages, gas, electricity, loans and repairs and are included in the selling price. What is VAT? (2 marks) VAT stands for value added tax, it is set by the government and is currently 20% What do “labour costs” cover? (2 marks) Labour costs cover the cost of staff wages both permanent and agency. Why is it important to make a profit? ( 4 marks) If you don’t make a profit then you cant afford to improve the building, repair anything that is broken. This will mean that you will eventually have to lay staff off because you cant afford to pay them, no staff will mean poor customer care and then you will lose customers and eventually have to close down. How can you improve things if you don't make a profit? ( 4 marks) J. Housley The Armthorpe School

Profit making How can you improve things if you don't make a profit? ( 4 marks) Decorate, training, menu, special offers, advertise If you are not making a profit there are several things you can do. You could re decorate to give the establishment a new image, this would encourage customers to come in and see how it has changed. You could also retrain the staff on customer care and customer service, they would then know that the customer comes first and would give a better service, this would mean that customers would tell their friends and you would get more customers. You could reduce the menu and change it so that you do not have as much food waste, you could include special meal deals such as 2 for £ 10. Lastly you could advertise on local radio, or by posting flyers through doors and by putting an advert in the local paper showing the special deals you are offereing. J. Housley The Armthorpe School

Dealing with complaints • • How would you deal with a complaint about poor service? Apologise, details, team leader, solve, free, apologise The first thing you would do is apologise to the customer. Take the details of the complaint and the customers name, then if you are not a team leader you would refer the issue to your team leader who may then take over. You would ensure the problem is resolved and the team leader might offer them something free such as a free meal or free bottle of wine. You would then apologise to the customer again. Why is it important to deal with complaints quickly? It is important to deal with complaints quickly so that the customer feels valued. They will then pass on this to their friends and family and then you will get more customers. If you don’t deal with complaints quickly this will have the opposite effect and they will tell people about the poor service and then others wont come to the establishment. J. Housley The Armthorpe School

Customer Care Define the term customer care. Customer care means putting the customer first and making them feel valued and happy with the service t you provide. Describe the effects poor customer care will have on a business. Tell friends, few customers, food waste, , lay off staff, loss of profit, close down. If you have poor customer care the customers will not be happy. When they go home they will tell their friends and family and word will get round. This will then mean that fewer customers will come to the establishment and food that has been bought in will be wasted because no one has come in to eat. You will eventually have to lay staff off as you will have more staff than customers and you cant afford to pay the wages if you don’t have money coming in. This means you will not be making a profit and can’t pay any bills so you will have to close down. J. Housley The Armthorpe School

Customer Care Describe how you can ensure your staff have good customer care skills. Training, feedback, evaluation, comment cards To ensure your staff have good customer care skills they should be trained regularly. Training can be done in house, that is at work, you can get someone to come in and do some training or the staff can go to a training day held elsewhere. You will know if your staff need training because you can look at the customer feedback they may have given on your website or on evaluation forms after a conference for example. You can also ask customers to fill our a comment card before they leave and you can look to see what needs improving. All staff should be trained regularly and those with good customer care skills could show others at these training sessions. Staff can also share ideas on how to ensure they have good customer care and talk about what they have done well in the past. J. Housley The Armthorpe School

Customer service • • How can you make sure customers are happy with the service? Feedback, evaluations comment cards You can check your customers are happy with the service they receive by looking at their feedback on your website or feedback they give you when they leave. The receptionist should ask if everything is ok and take notes if there is anything wrong. You can also ask people at conferences to fill out an evaluation form at the end of the day or meeting. You can leave customer comment cards in the rooms for people to fill in. You can then evaluate all of these and make changes where necessary. Discuss how you can present a positive image in the hotel and in the staff and why it is important ( 8 marks) J. Housley The Armthorpe School

Customer service. Discuss how you can present a positive image in the hotel and in the staff and why it is important. Hotel – décor, furnishings, repair Staff – dress, uniform, manners, customer care Why – more customers, more profit, expand You can present a positive image in the hotel by making sure the décor is clean and is not looking old and shabby. Furniture should be fit for purpose and in good repair. For example when you walk into reception it should be warm and welcoming and inviting as this is the first place you will see. Staff can present a positive image by the way they dress, corporate uniforms will help customers identify who is staff and which area they work in. Staff should be clean and smartly dressed, they should be polite at all times and remember the customer comes first. They should make the customers feel welcome and safe. It is important to present a positive image in both the hotel and the staff so that customers are happy and will come back, this will mean you make more profit and may be able to expand. J. Housley The Armthorpe School

Job Roles List five job roles in the restaurant. Restaurant manager. Head waiter/ess. Wait staff. Wine waiter, bus boy, counter attendant. Who is the team leader in the restaurant and what is their job role? Restaurant manager. Rotas, in charge, orders equipment, greet and seat, bookings, chef, training, complaints. The person in charge of the restaurant is the restaurant manager. Their job role is to ensure the restaurant runs well and to complete the staff rotas to show what days and times they are working. They also order equipment such as napkins and check the laundry is sent off and returned on time. They greet and seat the customers and tell them who their wait staff will be. They take all the bookings and liaise with reception and the chef to check how many are expected and the times they are due in. They will speak to the chef to check what the daily specials are and relay any information to the wait staff. They will speak to the chef regularly to check foods that may be running low. They will also organise any staff training and deal with any complaints quickly and effectively. Describe the qualities do you need. J. Housley to be. Thea. Armthorpe team School leader? (6 marks)

Job roles Describe the qualities do you need to be a team leader? (6 marks) Communication, help, advise, time keeping, smart, experience, flexible The qualities needed to be a team leader are that you should have good communication skills as you have to relay information to the rest of the team. You should be able to help and advise your team and be approachable. You should be assertive without being a bully as you want the best from your team. You should be smart and set the standards you expect from your team. You should be flexible in the hours that you work as you may be asked to work longer or start earlier and you should have good time keeping. You should have experience in the job that you do so you can pass on your knowledge to others. A good team leader delegates work and motivates the team so that you get the best possible results. J. Housley The Armthorpe School

Job roles List three jobs in the reception. Head receptionist, assistant receptionist, concierge, porter, night porter. Discuss the qualities and skills needed to be a head receptionist. Qualities – smart, flexible, friendly, helpful Skills – communication, complaints, language, ICT, organisation, knowledge To be a head receptionist you need to be smart and friendly as you are the first person the customer comes in contact with. You should be flexible as you may have to work extra hours if you are dealing with someone. You should ne helpful and able to deal with complaints quickly and effectively. The skills you would need are good communication skills and it would be helpful if you could speak more than one language. You need good organisation skills and be able to use the computer as most bookings are taken on the computer. You should speak clearly when answering the phone and your writing should be legible so others can read it. You should also have a good knowledge of the local area as people may ask you where to go and what to see. Describe the job role of the head housekeeper ( 6 marks) J. Housley The Armthorpe School

Job Roles Describe the job role of the head housekeeper Team leader, rotas, check rooms, order, liaise with maintenance and reception, deal with complaints, training The head housekeeper is the person in charge of cleaning and preparing the rooms for guests and for meetings and events. They will organise staff rotas as they are the team leader for this area. They will tell the staff which rooms need cleaning and which ones only need a quick check. They will ensure all rooms are ready for the guests and that any requests for extra towels or pillows are met. They will liaise with reception to see which rooms will be empty and when they need to be ready for. They will order products such as shampoo for the rooms and make sure the tea and coffee making equipment is ok. They will also speak to maintenance about any repairs that need doling to ensure the rooms are ready for the guests. They are also responsible for making sure rooms are ready and cleaned for events and meetings. J. Housley The Armthorpe School

Job roles Describe the role and responsibilities of the hotel manager In charge, delegate, rotas, complaints, meetings, training, H&S, profit, advertise, webpage, promotions, interview The Hotel manger is the person who is in charge of the day to day running of the hotel. They will delegate jobs to the team leaders, they will hold regular meetings with the team leaders to ensure everything is running smoothly. The y will oversee staff rotas and ensure each area within the hotel is running smoothly. If complaints cannot be dealt with by team leaders then the hotel manager will deal with them. They will organise training for staff and ensure the hotel is safe a t all times. They are responsible for making a profit and will oversee the hotel webpage and advertising and promotional offers. They will also interview new members of staff along with the team leaders. They will complete staff appraisals at regular intervals to ensure they are working well and set targets and offer promotion. J. Housley The Armthorpe School

Job Roles (training) Discuss the importance of staff training in a hospitality establishment Customer care, ways to train, reasons It is important to have regular staff training to keep up to date with new legislation that may come in place. Such as fire procedures and health and safety matters. All staff should be trained in this so they know what to do in the event of a fire and to ensure customers are safe at all times. Staff can be trained on sire and specialist people will come in and do the training. For example the fire brigade may come in to train staff on how to use the fire extinguishers so if there is s mall fire it can be out without calling the fire brigade. Health and safety issues should be checked regularly and all staff MUST be trained in this before they start work as it is a legal requirement. If staff are not trained and things go wrong the hotel can be sued or fined for not following procedures. J. Housley The Armthorpe School

Job roles Briefly describe the job role of the following: Concierge - work in reception, they may park your car and will book taxis and tickets for shows. They have a good knowledge of the area and what is on offer and can advise customers what to see. You can also leave your luggage with them after you have checked out if you are not leaving the area straight away. Porter - There is usually a day porter who will help you take your luggage up to your room and help prepare rooms for events. As well as deliver things to the rooms when requested. The night porter will answer the phone, man reception if no receptionist is on and deal with room service. Chambermaid - A chambermaid is one of the people who clean the bedrooms ready for the customers. They will change the beds and replace the towels. They will clean the rooms and make sure any toiletries, clean glasses, drinks and coffee and tea making facilities are replenished. J. Housley The Armthorpe School

Job Roles Waiter - A waiter or waitress or wait staff will serve the customers with food and drink in the restaurant. They will clear away the dirty cutlery and crockery and set up the restaurant ready for service. They will pass on any complaints to the head waiter. Wine waiter - Will serve the wine to the customers at their tables. They have a good knowledge of the wines and can recommend different wines for each dish. They will also work with the chef and restaurant manager and order the wines and help to produce the wine list. Assistant receptionist – Will work on reception, take customer bookings, deal with customers, make up the bills for customers, relay information to the restaurant , kitchen and housekeeper. Conference manager- Is in charge of meetings in the hotel They will take the bookings and ensure everything is ready on the day. They will be the person who greets the organiser, passes on relevant information and checks everything is ok throughout the day. J. Housley The Armthorpe School

Environmental issues How can a hotel show customers they have an environmental policy? By having posters up around the hotel, many have them in lifts. They can also put signs in bathrooms asking customers to shower rather than bathe and re use towels. Why should a hotel have an environmental policy? To help save the planet. To encourage guests to do the same. It is a government requirement. To save money by reducing waste, re using things where possible and recycling. Discuss how a hotel can conserve (save) electricity and water. J. Housley The Armthorpe School

Conserving electricity and water Discuss how a hotel can conserve (save) electricity and water. Electricity – lights, key cards, heating, air con, bulbs, advising guests, thermostat. Water – towels, showers, flush, taps, drinking water, washing up, washing A hotel can conserve electricity in a range of ways. They can use key cards that only turn the lights on when they are in the slot at the side of the door. They can have lights in corridors that are set of by sensors so they only come on when someone is actually in the corridor. They can only put the heating on when it is cold and only use the air conditioning when needed. They can use energy saving lighbulbs in all rooms and advise guests to turn things like televisions off when they are not in use. The heating can also be thermostatically controlled so that is cuts off when the room reached temperature. They can save water by asking guests to use towels more than once and to take showers rather than baths as it uses less water. They can have dual flush toilets or put hippo bricks on them to save water. They can have taps that only set out small jets of water when washing hands. They can only serve water on tables when customers ask for it and lastly they can re use washing up water to water the gardens or use economy wash cycles for bedding and towels. J. Housley The Armthorpe School

Star ratings What is meant by star ratings? It is the way Hotels are graded 5* is the highest and best quality and 1* are very basic. What is meant by diamond ratings? Diamond rating is the ways guest houses, bed and breakfast establishments, pubs and farmhouses are grade. J. Housley The Armthorpe School

Star ratings Describe the different features of a 3 and 5 star hotel 3 – basic rooms, near motorways or in city centre, swimming pool room service , car park, restaurant. 5 – excellent rooms, service, luxurious, famous chef, valet, concierge, room service 24/7, fitness centres, business centres A three star hotel will offer comfortable accommodation and are often situated near motorways or in city centres. They are often used by business people who are attending meetings. The rooms and reception are nicely decorated and offer a degree of comfort. Internet access may be available at extra cost. They have basic tea and coffee making facilities in the room and there will be a restaurant for meals. They will often have a buffet type breakfast and evening meal. They may have a small health suite and swimming pool. Room service will be limited and may be charged for. A five star hotel will have excellent first class service and accommodation. It may be set in luxury surroundings. They often have famous chefs and more than one restaurant. The food will be of a very high standard and it will offer a an la carte menu as well as a t’able d'hôte. It will have valet parking, concierge, 24 hour room service at no extra cost. The rooms will be larger and well decorated. They will include wi-fi, tv on demand may also have a min bar in the room. They will have a well equipped gym and swimming pool with sauna and jacuzzi. . They will also offer excellent business rooms for meeting s and weddings. J. Housley The Armthorpe School

Diamond ratings Describe the facilities would a seaside guest house offer? Band B, comfortable rooms, maybe a theme, family rooms, not many, no reception, family run. Depending on the diamond rating a seaside guest house would offer a range of rooms but not many, maybe only four or five. They will be comfortable and nicely decorated. They offer bed and breakfast and some may offer evening meals if requested. The breakfasts are usually cooked to order as there are not many guest. It is usually the owner of the house that does the cooking and looks after the guests. Most rooms will be en suite but some of the lower star ratings may have to share a bathroom. As they are at the seaside they may have a themed dining room which reflects the area with memorabilia from local places. They have personal customer care showing attention to customer needs. They generally do not have a reception. J. Housley The Armthorpe School

Legislation The health and safety act was passed with two aims. To extend the coverage and protection of the law. To increase awareness of safety to all employees. State 2 responsibilities of the employees. To ensure the area is safe at all times To take care of their own safety and not endanger others. Discuss the main responsibilities of the employer in ensuring the safety of their employees. Safe work area, training, policy, risk assessment It is the employers responsibility to ensure that the employees are safe at all times. They must provide adequate work space, safe areas of work and ensure all staff are trained on any equipment they use. They should make all staff aware of the health and Safety policy and display the HASAWA on the wall. They should hold regular training for staff to make sure they are aware of current legislation. They must also complete a risk assessment to highlight any issues such as ventilation, lighting and temperature control, all of these must be adequate and not put employees at risk. They must also check machinery is fit for purpose. They must also display signs such as fire exits. J. Housley The Armthorpe School

Legislation Describe how you would pick up and transport boxes to avoid physical injury. Bend knees, straight back, help, trolley, make smaller To lift and box safely you should bend you knees and keep you back straight. If the box is too heavy you should ask for help or use a trolley to move it. If you cant get help then you should take some of the things out of the box and then lift it. If it is too heavy wait until someone can help never try to lift it on your own. What is the DATA protection act used for? The DATA protection act requires all establishments' to be registered with the DATA protection register. This means that guests can be informed of where their personal data is being kept, know what details are being kept, know why the data is being kept and who will have access to it. The reception staff must be aware of their responsibilities as they are responsible for the guests security and the security of the information they hold for example credit card details. J. Housley The Armthorpe School