Hospitality Chapter 3 Key Players in Hospitality Operations

Hospitality Chapter 3 Key Players in Hospitality Operations

Alain Ducasse n n n Owns restaurants in France, Great Britain, Monaco, and the U. S. New York Restaurant located in the Essex House luxury hotel Meal for 4 may be over $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 Resources n n Hospitality marketing is about PEOPLE The customers are important but the EMPLOYEES are the lifeblood of the industry

(HR) HUMAN RESOURCES DEPARTMENT n n n Hires and fires employees Recruiting Interviewing Training Staff Development n n n Compensation Benefits Supervision Employee evaluation Separation

RECRUITMENT n Finding Potential Employees Advertising in newspapers n Advertising on the Internet n Attending college job fairs n Advertising on radio/tv n

HIRING n n Checking References Interviews Placements Tests Drug Testing

ORIENTATION/TRAINING n n n Receive overview of the job Learn procedures Learn policies Learn philosophies Basic skills Learn the “ropes”

COMPENSATION n Salary n n Renumeration: fair payment for work Benefits n n n Health insurance (medical, dental, vision, disability) Retirement Stock options Profit sharing Savings Plans

EMPLOYEE RECOGNITION PROGRAMS n Tangible rewards (Some $ value) n n n n Gift baskets Amusements park passes Movie tickets Gift certificates Company meals Hotel accommodations Intangible rewards (Positive morale) n n Award pins Congratulatory notes or news articles, certificates, plaques, trophies

FRONT OF THE HOUSE n n n n Include operations areas which the general public has access, most experiences are here Guest rooms Meeting Rooms Public restrooms Gift shop Pool Restaurants on the property

FRONT OF THE HOUSE n Front Desk Employees Register guests, accepts payment, check-outs n Communicate with guests during stay n Determines reservations: agreement to hold a room n Determines walk-ins: customers that do not have reservations n Upselling: informing guests of better accommodations for just a little more money n

GUEST FOLIO n n Summary of all fees charged to a room during the stay Should be reviewed by the front desk and the guest

FOOD & BEVERAGE n n n n Major part of the Front-of-the-House Provides guests places to eat and drink Provides banquets Provides meeting rooms, coffee shops Provides cocktail lounges Provides pool-side snack bars Room service

RESTAURANT EMPLOYEES n n Maitre d’ hotel: French for “Master”, or manager of reservations, seating, complaints Cashier: accepts payment from guests Wait staff: servers, the main connection between the customer and the cook Bus staff: assists waitpersons serving, cleaning tables, refills, re-setting table

TYPES OF MENUS n n Short Order: prepared quickly A la carte: French for “by the bill” lists prices for separate items Table d’ hote: French for “table of the host”, fixed prices for meals, usually banquets-appetizer, salad, entrée, desert Menus du jour: French for meal “of the day”, different meal each day

RESTAURANT SERVICE STYLES n n American: places food on the plate in kitchen, then brings it to the table English: has large serving dishes that remain on the table, plates filled by host, also known as “family style” French: elaborate, has several waitpersons or table captains, food served from chafing dish or rolling cart Russian: food dished into serving dishes in the kitchen then served by one waitperson at the table

BACK-OF-THE-HOUSE n n Vital departments not usually seen or frequented by guests Department such as: human resources, management, accounting, reservations, operations, housekeeping, banquet operations, mechanical

HOUSEKEEPING n Mainly responsible for the daily cleaning and care of rooms, front desk, lobby, restaurants, banquet rooms, meeting rooms, restrooms and other offices Guest judge a hotel by cleanliness and attitudes of staff

EXECUTIVE HOUSEKEEPER n n n In charge of planning and coordinating the activities of the housekeeping department Orders and stores supplies Maintains lost and found Reports guest room status (conditions) Part of management

ROOM STATUS REPORT n n n Made by the night auditor Given to the Executive Housekeeper each morning Shows: C/O-check out, guest has checked out n S/O-Stayover, guest is staying another day n V/R-Vacant ready, room is clean and ready n OOO-Out of Order, room not available n

ENGINEERING DEPARTMENT Takes care of mechanical equipment (heat/air, electrical, plumbing, refrigeration) n Takes care of physical upkeep of buildings n Takes care hotel grounds (flowers/trees, landscaping) n

KITCHEN n n n Where food is prepared Executive Chef: responsible for training and managing the kitchen staff and operations Supervises kitchen staff and general food production