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Hotel Industry Dynamics Portfolio |
Hotel Industry Experience |
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Sara Betts |
343291 |
This portfolio contains the assignment 1.3 Hotel Industry Experience and HACCP Certificate. |
Index
Portfolio Assignment 1.3 Hotel Industry Experience3
Appendix11
HACCP Certificate11
Copy of the menu card12
Industry Experience – Portfolio assignment 1.3
Assignments:
1. Study the menu card of the company
a. Copy of the menu card can be found as an appendix.
b. The menu for the Ace Restaurant of the Avantgarde Hotel, Levent was developed by Mr. Adıgüzel (General Manager and the Executive Chef).
Mr Adıgüzel was previously Food & Beverage Director of the Marriott Asia, Istanbul. The A La Carte menu offers a wide selection (55 items) of the currently popular menu items among the 8 courses.
* 4 Soups
* 7 appetizers
* 5 Sandwiches, Burgers and Wraps
* 5 Salads
* 10 Pasta dishes
* 5 Pizzas
* 10 Main courses including Fish
* 9 Desserts
Vegetarian, Healthy Options, Chef Signature Dishes, and Spicy dishes are identified with symbols.
Monday through Friday, as the restaurant attracts a large number of customers from nearby businesses for Lunch a 3 course fixed menu is offered. Evenings and weekends the restaurant only offers the a la carte menu.
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The menu is presented in a leather folder and the individual pages are printed onto pre-designed light card sheets which allows the hotel to update dish selection and prices on a regular basis.
c. I agree on the number of dishes per course, because it gives the guests a good amount of variety food to choose from. Especially the symbols to indicate what kind of a dish it is, helps the guests better to pick what they want. Having the menu on a card sheet helps them to update their dish selection for this reason I like the choice they have made. The menu looks professional and not cheap which suits the type of restaurant they are. Also offering a fixed menu is also a good option for bigger groups who come to eat at the restaurant.
2. Study the room rates the company offers
a. Which room rates are offered to guests in a low and in a high season?
January – March | €129 |
May – June | €149 |
July – August | €149 |
September – December | €129 |
Mentioned rates are the negotiated rates with businesses and agencies.
The low season base rate is €109.
b. There are 84 Guest Rooms including 63 Deluxe, 14 Grand Deluxe, 4 Superior Deluxe, 3 Residential Suite.
The difference within the price various from the size of the room, the room features, the view of the city.
There are 4 types of rooms for pricing:
* Non refundable breakfast
* Refundable breakfast
* Non refundable room only
* Refundable room only
The rate office checks the occupancy of other hotels, the dates of exhibitions, concerts, etc. The rate for fair dates are higher even when there is availability.
As for special offers and package deals they calculate the price according to the history they have with the company they will offer the special deal. The more that company comes to the hotel the better. They start with a fix rate for each company who would like to have a package deal and according to how many days they have came to the hotel they lower the price and/or offer extras.
The Term Paper on The Hotel And Restaurant Management
... guest in communicating selling their room and facility offered in company based. The hotel staff is multi tasking because ... the day. SUITE RATES • Rates are subject to 10% service charge and tax • Inclusive of buffet breakfast • Check-in ... industrial Estate. GUESTROOM FEATURES AND AMENITIES: * Complimentary continental breakfast * Chiropractic-approved mattresses * Colour TV with cable channels ...
c.
* Pricing of the various room types: Although having rooms with and without breakfast can confuse the guests from time to time, I do agree with the made choice as it is also nicer for a guest who will not have breakfast within the hotel not the pay for it. However especially with group stays the difference between room with breakfast and room without breakfast could be made more clear for less confusion.
* Pricing in high and low season: I do agree on how they calculate the price for the high and low season. When there are exhibitions, concerts and etc.
* Special offers and package deals: I believe the system the hotel has for special offers and package helps them gain and maintain a good relationship with the companies.
3. Study three company or department schedules used in the last three weeks/months.
a. Only one department schedule could be received from the company.
Front Office:
For what they need to do they have AM and PM Check List. They also have a Night Shift Duties Report.
| Monday | Tuesday | Wednesday | Thursday | Friday | Saturday | Sunday | |
| | | | | | | | |
P1 | 08:00-17:00 | 08:00-17:00 | 08:00-17:00 | 08:00-17:00 | 08:00-17:00 | 08:00-17:00 | Off | front office Manager |
P2 | 07:00-15:30 | Off | 15:00-23:30 | 15:00-23:30 | 15:00-23:30 | 15:00-23:30 | 15:00-23:30 | |
P3 | 07:00-15:30 | 07:00-16:00 | Off | 15:00-23:30 | 15:00-23:30 | 15:00-23:30 | 15:00-23:30 | Shift Leader |
P4 | 22:00-07:00 | 22:00-07:00 | 22:00-07:00 | 22:00-07:00 | 22:30-07:00 | 22:00-07:00 | Off | |
P5 | 15:00-23:30 | 15:00-23:30 | 15:00-23:30 | Off | 07:00-15:30 | 07:00-15:30 | 07:00-15:30 | |
P6 | 15:00-23:30 | 15:00-23:30 | 07:00-15:30 | 07:00-15:30 | 07:00-15:30 | Off | 07:00-15:30 | |
P7 | Off | 07:00-15:30 | 07:00-15:30 | 07:00-15:30 | 07:00-15:30 | 07:00-15:30 | 22:00-07:00 | Shift Leader |
| | | | | | | | |
Hours | 52 | 52 | 52 | 52 | 60 | 52 | 43 | 363 |
b.
The employees have to bring a doctor’s report when they do not come.
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If they do not come for three days without notice they have a meeting with the Human Resources and their departments manager. And the hotel has the right to fire them.
Most importantly for every meeting they have, they prepare a hand written agreement on what they have discussed during that meeting. This way they make sure that if the employee does not follow the agreement they have the right to fire him/her. When an employee requires to leave early other staff members try to fill in the absent position.
The Sales and Marketing Department has two employees for each job. So when one of the employees do not come the other employee can continue with the work.
c. I agree with the choices they have made because it is done in a very professional way to avoid any miscommunication between the hotel and the employees.
Also having two employees per job is convenient in order to have no disruptions with the work.
4. Study which departments co-operate with one another in one another in the hotel.
a. What is the consultative structure (fixed meetings) within the company?
* Which department/staff members consult each other?
The sales & marketing department informs the Front Office about new group reservations. Front Office sends the guests to Sales & Marketing department when they want negotiations. They send a list of guests with their room type to F&B to check if breakfast is included when taking room numbers. Inform housekeeping when the guests needs something for their room. All departments contact IT when there is a technical problem.
* How frequently do they meet?
Every staff has daily check lists. (Front Office)
OPERA Trace is used at all times to communicate. Every department uses OPERA notes.
There are not too many staff so there is no need for many briefings.
Front Office: Sometimes briefings done shortly at the reception.
Briefings are done while shift changes.
When needed they have a meeting in every 2 weeks.
Managers have a weekly meeting with the General Manager.
* What is the goal of the consultation? The goal of the consultation is to make sure everybody is on the same page.
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Exchange information about new activities.
* What is the content of the consultation?
News about arriving companies or groups, new arrangements, the room occupancy rates.
* How are the consultations being reported?
They write down the agreements.
Prepare check lists if necessary.
5. Interview a departmental manager (head of department) and discuss his/her activities.
a. We have interviewed the Human Resources Manager. There are approximately 100 staff in the whole hotel.
b. Recruiting new employees:
They use internet sites like Secret CV where companies can upload job offers and individuals can upload their CV’s. (The Turkish version of: nationalevacaturebank.nl)
Once there is someone interested for the position they have two interviews. First the Department Manager and Human Resources Manager have an interview and the second one with the General Manager.
Once they hire the employee they have a 2 month trial and after the 1st month they have a review. The first 2 months the employee is paid less and the new employee is put next to someone experienced.
* Motivating employees:
The departments vote for the employee of the month and at the end of the year for the employee of the year. The employee of the year gets a gold certificate.
Every last week of each month they have a birthday celebration for the employees who have birthday that month.
* Regular absence through illness:
The employees have to bring a doctor’s report for the days they are absent. If the employee does not come for 3days without notice, they have a meeting. By the end of the meeting they write down the agreements and sign it. The company has the right to fire the employees who do not bring doctor’s report.
The company has a finger print system in which they can control the work times of each employee.
* Complaints about employees:
If there is a complaint about an employee, the department manager, the General Manager and the employee have a meeting. They also talk to his colleagues and ask about the situation. By the end of the meeting if they are satisfied with the answers they sign an agreement and the problem is solved.
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* Performance appraisal procedure:
By the end of each month the company chooses employee of the month. The employee of the month gets a bonus.
From these 12 employees they choose an employee of the year who receives a gold certificate together with a bonus.
c. I agree on how they recruit new employees. Every company and individual uses these internet sites to recruit new employees. They could also make better use of their LinkedIn account to reach more future employees. Having an interview with the departmental manager and the general manager helps the company to understand both if that person is qualified enough and if his/her personality will fit the company. That is why I agree on the procedure. They also have a very professional way of dealing with absence through illness. The print system is good to keep track of the employees.
And the performance appraisal procedure is simple but effective. The birthday celebrations makes the employees feel a part of the company.
6. Study guest cycle of a guest in Avantgarde Hotel.
* Pre – Arrival:
The reservation can be done online (booking.com or from the hotel’s own site) or by calling the reception.
Walk-in guests are also welcome as long as there is availability and the payment has to be done upfront.
Once the reservation is done the guest receives a confirmation letter. If necessary asking for additional information. The information is being filed.
* Arrival & Stay:
If the guest comes with a car, the vale welcomes the guest and parks the car. The bellboy takes the luggage inside.
After the guest arrives, he or she establishes a business relationship with the hotel through front office. It is the front office staff responsibility to clarify any query of the guest especially the details of room rate of packages he /she is booked on.
While doing the check-in the guest is asked for an I.D. Just to confirm the guest is asked if they would like to have the room including breakfast or room only.
Billing address is asked.
The guest is asked if he/she smokes. According to availability a smoking or non-smoking room will be given.
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If non-refundable type of room is chosen payment can be done. If the payment will be done by a business or an agency the guest will be double checked about it.
Before leaving the reception the guest receives information about the hotel activities. (SPA, restaurant opening times, seasonal events, etc.)
The bellboy (or the GM) shows the guests to the hotel room.
To take the elevator the guest needs to read the room card.
When the guest does not want to be disturbed he/she can click on the do not disturb button on the door. The clean-up button can also be clicked.
The rooms have door bells.
When the guest goes for breakfast an employee asks for the room number. If the guest does not have a room with breakfast, he/she will be informed about the payment before taking the breakfast.
Room service is available at all times.
The mini bar is filled up every day.
The guest can;
Ask for a daily news paper delivery,
Use the fully equipped business centre,
Go to the ACE restaurant.
Ask for a wake-up call.
There is 24 hour concierge service.
The guest can make use of;
Complimentary high speed internet access,
The SPA (for additional cost)
Go to the ACE restaurant.
A group can make use of the meeting rooms if they have booked them. They can also have coffee/tea breaks.
* Departure:
The guest goes to the reception for check-out.
The guest is asked how his/her stay was.
The room card has to be handed in to the reception.
The guest ;
Receives the information that the mini bar will be checked.
Is asked how he/she would like to get the receipt.
Is asked if he/she would like a cab.
Will receive a detailed folio and after he/she checks the folio ,he /she gets the receipt.
Is thanked for the stay and for choosing Avantgarde Hotel.
Is kindly asked to write comments on Tripadvisor and booking.com
The bellboy helps with the luggage.
7. Look at how the hotel deals with complaints.
a. If there is a damage in the room the hotel has a 7/24 service. If the problem in the room is big the guest is offered a room change.
The front office takes note into the ICT system about the problem the guest had. The next time the guest comes they give extra service or offer an upgrade.
When the guest comes with a complaint they offer to have a drink to talk about it.
Listening is important. While listening they show understanding and afterwards they come up the solution and feedback.
If there are any comments on Tripadvisor or booking.com or on the questionnaires in the rooms they thank the guest for the feedback by sending them a mail. These feedbacks are being scanned and sent to the necessary department managers.
For regular guests the hotel offers extras such as dinners or free SPA use.
b. I agree on the way the company deals with complaints. I think it is a professional way of dealing with complaints.
8. Look at the ICT tools within the company.
* ICT system of Front Office:
OPERA express
The reason the hotel uses OPERA express is because it is %90 used by hotels. It is easier to use. It is useful for bigger hotels.
* ICT system of F&B department:
MICROS
The reason the hotel uses MICROS is because it is easy to use and it is used by a lot of restaurants and hotels.
* I agree on the reason why they choose these ICT tools. If the ICT tools are used by a lot of other companies it is also easier to find employees who know how to use these systems.
9. Look at your activities within the company.
* Front Office:
We saw both front and back of the house.
We learnt how OPERA is used.
We learnt how to do a check-in and how to prepare a room card.
We helped the front office by answering the guests questions or forwarding them to the right people.
Reported a complaint about the bathroom in the lobby to the front office.
Helped guests with directions.
Gave guests information about the SPA.
* Sales & Marketing:
We were showed what kind of responsibilities they have and how they work.
We learnt how they calculate special offers for companies.
We also helped with the preparation of the New Year presents.
* F&B:
Asked guests for room numbers during breakfast.
We learnt how MICROS is used.
* Human Resources:
We helped preparing the New Year’s draw.
We learnt how they hire new employees.
I agree because I believe the time we have spent there was very educative, it gave us a good insight on how a hotel works.
