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Business Studies Resource PackLeeds Hotels Association
INTRODUCTION
This resource pack aims to provide GCSE Business Studies teachers in
secondary schools with information, resources and practical tasks based
around the Hotel Industry, for use within the classroom. The Hotel
industry uses a wide variety of skills that can be associated
with a range of the business studies topics taught across
the National Curriculum.
The pack is designed to reflect the structure of a hotel, with the
sections based around the main departments found within, for example
rooms division, human resources and finance. An information fact sheet
is provided about each department to assist teachers with the
background reading necessary to support the practical tasks that follow.
The practical tasks mirror real life situations, highlighting how important
education is to the skills needed to work within a vocational setting. For
example, when teaching health and safety laws, the practical task used is
put into a vocational context for students, by using an example of a
kitchen within a hotel.
The resource pack will provide teachers with an extremely
useful tool, and at the same time introducing students to the
variety of skills needed for the Hotel Industry.
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STRUCTURE OF THE RESOURCE PACK
Section One Organisational Structure 1
Of Hotels
Section Two Human Resources 11
Section Three Finance 22
Section Four Sales and Marketing 34
Section Five Rooms Division 39
Section Six Food and Beverage 54
Section Seven Guide to the DVD 74
Section Eight Worksheets 75
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WHICH TASKS RELATE TO WHICH
TEACHING UNITS?
UNIT 1 BUSINESS AND ITS ENVIRONMENT
Business Activity in the UK
The Objectives of a Business
Mission Statement 6 Hotel Merger 8
External constrains on Business Activity
Aiding Business Activity
Organisation and Structure
Organisational Chart 7 Stakeholders 9
UNIT 2 HUMAN RESOURCES
Function of the Human Resources Department
Job Advert Design 18 Practice Interviews 19 CV design 21
Motivating Workers
Paying Workers
Industrial Relations
Employment Laws 70
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Labour Turnover 71Methods of Communication
Communication Channels 51
UNIT 3 FINANCE AND ACCOUNTING
Function of the Finance Department
Cash Flow forecast 28 Profit and Loss Account 29 Balance Sheet 30
Sources of Finance
Decision Making
Business Ratios 32 Improving Profitability 33
UNIT 4 MARKETING
Function of the Marketing Department
Identify Markets for Goods and Services
Marketing Mix
Radio Advertisement 37 Promotional Pamphlet 38
International Trade
Product Life Cycle
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UNIT 5 PRODUCTION
Function of the Production Department
Room pricing decisions 52 Unit cost of cleaning one bedroom 53 Unit cost of a breakfast 73
Location of a Business
Scale of Production 72
Location Location Location 10Types of Production
Methods of Production
Growth of Firms
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ORGANISATIONAL STRUCTURE OF HOTELS
Introduction
The hospitality industry is vast and complex, and can be divided into two
distinct sectors; the public and the private sector. Hotels are situated in
the private sector of the industry as they
provide food, drink, refreshment and
accommodation in exchange for money. Hotels
are run as a business and their main reason for
operation is to provide products and services in
order to make a profit. Hotels, being in the
private sector of the industry, are controlled
by private individuals, groups of individuals or
by companies. There are many different types of hotels in operation
from sole traders, where the owner has complete control over the
business (i.e. small family run hotels or
bed and breakfasts having no other
establishment connected to them) to
large multinational corporations (i.e. large
chain hotels operating in several
countries).
Breakdown of different departments
Whatever the type or scale of the hotel there will be a number of
different departments within, all of which support each other in the day-
to-day running of the hotel. They all play a major part in the success of
Le Meridien Queens Hotel
Leeds
Waterton Park Hotel
Wakefield
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the business. The number of departments a hotel has will depend largely
on the size of the business. In smaller hotels many of the departments
may be combined. Some departments will work more closely together
than others will, with some departments being unable to operate properly
without the support and work of another. For example the kitchen and
restaurant, if the kitchen does not produce the food for the restaurant
to serve, then the restaurant will be unable to open.
There are five main areas within a hotel with some of the areas involving
more than one department - it is the departments in these areas that will
work most closely together in the operation of a successful hotel. The
five areas and corresponding departments are as follows:
Rooms division Reception, Reservations, Housekeeping Food and beverage Restaurant, Kitchen, Bars, Conference &
banqueting
Sales and Marketing Human Resources Finance
Every hotel, regardless of its size, will have an organisational structure
which will show how each of the five areas and departments link together
Finance
Manager
Restaurant
Manager
Bar
Manager
Head Chef Conference and
Banqueting
Manager
Food and Beverage
Manager
Human Resources
Manager
Sales and Marketing
Manager
Reservations
Manager
Reception
Manager
Housekeeping
Manager
Front Office
Manager
General Manager
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in order for the hotel to operate as a whole. A sample of an
organisational structure for the management teams of a hotel can be seen
above.
While hotels will have a full organisational chart for the whole hotel, each
department will also have a structure of its own, which may and will most
likely vary from department to department. As each hotel is different,
the department structures will differ from hotel to hotel.
Aims and objectives
Every hotel will have its own aims and objectives for the purpose of the
business i.e. what it is aiming to achieve each year it operates. These
aims and objectives may be formally set by the company or individual
hotel or may be simply a list of things that the hotels want to achieve and
by when. Most hotels' aims and objectives will be similar in the fact that
they will all aim to make a profit and achieve maximum occupancy for the
period. However, they will also differ from hotel to hotel in what they
feel important to include in their personal aims and objectives for the
hotel.
Stakeholders
Every hotel regardless of its size will have stakeholders it needs to
satisfy and each of these will want different things from the hotel.
While the hotel will have its own objectives for the business, each
individual stakeholder will also have its own particular objectives as to
what they want from the hotel. Some stakeholders to a hotel will be
within the business and some will be external to it, but will still have a
stake in its success. Many of the stakeholders will be the same as those
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for any other business, as a hotel is primarily a business that operates to
make money.
Example of stakeholders
Internal stakeholders
Owners
Managers
Employees
External stakeholders
Creditors (people who have lent money
to the hotel)
Customers
Suppliers
Community where the hotel operates
i.e. other business who rely on trade
from the hotel guests
Mission Statements
The mission statement should reflect the purpose of the business; it will
explain why the business is in existence, the nature of the business and
then explain what customers it aims to serve and satisfy. As with the
aims and objectives, most hotels will have a mission statement and even
those who do not have an official written down statement there will most
likely be an unofficial statement to which the hotel will operate. Belowthe mission statements for both the Malmaison and Marriott are shown.
"To be the world's leading provider
Of hospitality services."
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Malmaison hotels will be known for
great style, great food and great
value. We will be successful by doing
the simple things well with care
consistency and passion.
Only by demonstration these
advantages to our customers can
Malmaison achieve the desired
profits that will allow us all to grow.
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Mission Statement
The Marriott is a large international hotel group, with hotels all over the
world. Marriott hotels have 4 stars, and its core values were established
over 75 years ago. The Marriott prides itself on reflecting the cultural
diversity of its customers and associates, and has a desire to give time,
resources and energy to help make a difference in the lives of others and
the communities in which the hotel operates. It is Marriotts belief that
the company continues to grow because they treat people as their
strongest asset, both staff and customers.
What do you think are the key points that a mission statement for theMarriott should contain?
Who should the mission statement is aimed at? How would you get themessage across effectively?
Have a go at writing a mission statement for the Marriott Hotel group,including the key points you think it should contain, but trying to makeit visionary and catchy.
As a class compare mission statements and identify common areas
Now having read the Marriotts existing mission statement do youthink that it is comprehensive enough? What similarities does it hold
to your own? What points should they add?
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Organisational Structures
Below is a list of the possible management positions that would be found
in a hotel.
Restaurant Manager
Food and Beverage Manager
Bar Manager
Reception Manager
Housekeeping ManagerFront Office Manager
General Manager
Finance Manager
Human Resources Manager
Reservations Manager
Conference and Banqueting ManagerSales and Marketing Manager
Head Chef
Put these job titles into an organisational chart to show the three levels
of hierarchy within this hotel.
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Hotel Merger
Two successful hotel chains are in the process of discussing a merger.
Venus Hotels is a 4 star Multinational Chain, with hotels across the USA,
Canada and Asia, and its head office in Hong Kong.
The second chain, Majestic Hotels, is a 5 star hotel group with the hotels
mainly based in Europe, and the Head Office in England. However there
are a couple of new Majestic Hotels that have been recently opened in
the USA, based in the same cities as some of the Venus Hotels.
Write a list of the advantages and disadvantages that may occur as aresult of this merger.
What changes would need to be made by both hotels, what decisionsmade, and as a result what issues would occur?
Who would be affected by this merger, and in what way?
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Stakeholders
Jane and John Johnson have worked in the hotel industry for a number of
years and have decided that they would like to set up a small hotel of
their own. They have been left a small sum of money (enough for the
deposit) in an Uncles will and intend to finance the rest of the money
through their bank. They have decided they will operate the hotel on a
bed and breakfast basis and to offer guests a bar meal service in the
evenings.
List the likely stakeholder of Jane and Johns business. Match the following phrases with the likely stakeholders
remembering that some stakeholders may have more than one aim.o I want to be paid a decent wage for a days worko I want accommodation at a reasonable price.o I want to ensure the bedrooms are clean and ready for use.o I want to make sure breakfasts are safe to eat.o I want to collect the tax on Jane and Johns businesso I want to ensure guests enjoy their stay and will return.o I want value for moneyo I want to make sure the Jane and John can keep up with
their repayments.o I want regular repeat orders from Jane and Johns businesso I want to work for myself.o I want safe and comfortable working conditions.o I want a friendly and relaxed atmosphere in which to stay.o I want to make enough profit to be able to survive.
Pick three pairs of statements from the list and explain how conflict
might arise due to people wanting different things.
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Location Location Location
For each of the following types of hotel make a list of the possible
factors that each one should take into account when deciding on the
location of a new hotel.
Budget hotel, concentrating just on providing a cheap functionalroom for a night
Large hotel with extensive conference facilities
5 star hotel with good leisure facilities, a fine dining restaurantand a number of honeymoon suites
2 star comfortable and friendly small family runhotel
In each case, decide which of the factors would be most important and
which would be least important by putting then in order of priority
Give reasons for your order of priority.
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HUMAN RESOURCES
Introduction
The Human Resources (HR) department, also known as Personnel, takes
care of the people who keep the guests in the hotel coming back. In the
HR department the staff of the hotel are the customers. In simple
terms the department serves as a link between management and
employees, providing specialised services to staff members.
The HR departments roles will vary from hotel to hotel, depending on the
size and structure of that hotel.
Roles and Responsibilities
Job descriptions/specifications
Recruitment and selection Performance appraisals Training and development Employee relations Payroll Equal opportunities
Job descriptions/specifications
Part of the role of HR is to keep job descriptions and specifications up to
date for each role within the hotel. A job description is a list of the
specific duties and responsibilities of a job. It simply "describes" the
job. The person hired must be able to carry out all the items on the
description.
Staff at a Le Meridien Hotel
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The job specification is a list of all the skills and characteristics a person
must already have in order to be hired for the job.
Recruitment and Selection
Part of the HR function is the development of recruitment and selection
plans that can be used every time there is a job vacancy. As there is a
job specification and it is known what is needed to fill the position,
accurate and appropriate adverts can be written ahead of time. The
Part of a job description
from the Leeds
Marriott hotel
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adverts are then placed in the appropriate media, for example internal
notice boards, the press, journals, Internet or radio.
Part of an application form for Le Meridien Queens Hotel
Application forms are the first step in the selection process and need to
be kept up to date or redesigned. The HR department must be competent
in the use of a variety of selection procedures such as screening of
application forms to shortlist applicants, individual or panel interviews,
psychometric tests and personality questionnaires. They also need to be
able to train managers to use these techniques effectively.
The HR department must also check references, qualifications and
testimonials prior to new employment. They are also responsible for
issuing appointment and regret letters to applicants, where applicable.
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Performance Appraisals
Consistent and systematic evaluation of employee performance is a very
important HR function. Performance appraisals are used to analyse and
identify individual employee's strengths and weaknesses in performing
the functions of a particular job. They can be used to identify the needs
for training of employees, if the employees are found to lack certain job
skills needed. The results of performance
appraisals can be the basis for promotion, pay
increases and disciplinary action.
Training and development
The HR department needs to ensure that the training programme
provides for the training needs identified during appraisals. They need to
ensure that training is cost effective and is utilised for a real need and
not cosmetic reasons. They must also ensure that all training is followedup.
The benefits of working for Hilton Hotels
The Hilton Benefits Program includes:
Medical, dental and vision care coverage
Life, accident and disability insurance
The Thrift savings Plan
The Hilton Stock Purchase Plan
The Heart Program
The Flexible Work Arrangement
Other benefits, including vacation and holiday pay plus
special privileges when you stay at Hilton hotels.
The HR department needs to ensure that the hotel's objective for labour
turnover is maintained or bettered. One way of doing this is to
Staff at a De Vere Hotel
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strengthen staff morale by means of motivational programs such as
sports events or staff social activities.
Employee Relations
The HR department is responsible for developing and managing the
various personnel policies that affect people at work. These include
issues such as working conditions, performance management, equal
opportunities, maternity/paternity leave, absence management,
disciplinary procedures and grievances. All members of the HR team needa sound knowledge of current employment legislation.
The HR team works with union representatives, the hotel management
team and employee groups when designing and implementing policy and
also with individual managers and employees when resolving specific cases.
The HR department has a role as an independent arbiter between theemployee and the managers, ensuring the balance between fair treatment
of the employee and the requirements of the organisation.
Equal Opportunities
Most hotels will have an equal opportunities policy. Promotion of equality
and diversity as part of the culture of the organisation is part of the HR
Role. This involves keeping up to date with current legislation and good
practice, in order to develop organisation's equal opportunities policy and
to ensure that it is being implemented. Involves areas such as race
relations, disability and gender.
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Payroll
It is the HR department's responsibility for ensuring that the salaries
and benefits are administrated accurately and efficiently. The HR
department will calculate the monthly or weekly payroll from an
itemisation of labour costs from each department.
There are costs additional to the wages and salaries that need to be
managed, such as holiday pay, meals, uniforms, staff transport etc. Thedepartment will also have responsibility for employee benefits such as
pensions, life assurance and medical insurance
Personal requirements
Good planning and organisational skills Analytical and decision making skills
At the Marriott they
are committed to their
equal opportunities
policy starting with
the application form
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Good oral and written communication skills Good negotiation skills Confidentiality, tact and discretion when dealing with people
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Job Advert Design
TASK 1
Design a job advert for a waiter/waitress position in a restaurant within a
hotel. What specific details need to go into the advert?
TASK 2Where should the advert be placed, for the best response for that
specific position?
TASK 3Thinking about the CV and application forms that will be forwarded to the
human resources department with regards to this waiter / waitress job.
Write the personal specification that they would be looking for.
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Practice Interviews
There is a vacancy for a chambermaid job within the housekeeping
department in a hotel, and interviews for the position are taking place. In
pairs choose one person to be the interviewer and one person to be the
interviewee.
Preparation
Individually prepare for the interview for 15 minutes, by concentrating onthe following, and without conferring with each other:
The Interviewer
The interviewer needs to prepare some questions to ask theinterviewee to ensure that they are the right person for the job,
along with the ideal answers the interviewer would like to hear in
response.
The interviewer also needs to make a note of the personspecification that would suit this role, and during the interview
remember to see if the candidate meets these needs`.
The Interviewee
Needs to prepare by thinking about what type of questions theymay be asked during this interview, and make a note of some model
answers
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Also think about what type of personality attributes that you wantto put across during the interview, for example communication
skills, body language, attitude to work.
Also you need to think of any questions that you may like to ask theinterviewer regarding salary, training, work conditions for example.
Undertake the interview
Stage the interview in a formal manner from start to finish, fromintroductions to goodbyes.
After the interview the interviewer needs to state whether theinterviewee was successful in gaining the job and explain to them
the reasoning for this.
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CV Design
A hotel is recruiting for a restaurant manager to run their fine-dining
restaurant. The human resources department has had a number of
applicants and is reviewing the CVs that have been sent to them.
Under the following headings compile the ideal CV that the human
resource department would want to see from an applicant for this
position: Name Address Education Qualifications Skills
Work Experience Hobbies and interests Awards received Additional information
Dont make the CV too unrealistic as the human resource department may
deem the candidate to be over qualified for the position.
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FINANCE
Introduction
Most hotels use traditional management accounting
systems, which focus on the internal aspects of the
business and the regular production of routine
operational data. A strategic approach to hotel
accounting includes having an external focus to monitor changes to the
environment while providing information, which enables strategic
decisions to be taken.
Accounting
The function of financial accounting is to record clearly every single
financial transaction that the business is involved in and to classify and
summarise these transactions for presentation in a series of published
reports produced on an annual basis. A range of external users including,
shareholders, banks, lenders, government and tax authorities can then
read these reports. The accounting statements are produced in order to
convey the financial performance of the hotel.
Hotel managers will need to be able to understand and interpret financial
information. The performance of a business will usually be summarised in
the following key statements:
Balance sheet. The profit and loss account Cash flow statement
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Balance sheet
The balance sheet can be described as a snapshot of the business at a
particular moment in time. It is based on the principle that the total value
of what the Hotel Company owns will equal the financial claims on the
business, that is the total liabilities:
Assets = Total liabilities
The balance sheet should always balance, but is always out of date, as it
does not refer to the present position or to the future financial position
of the business.
Fixed or tangible assets are introduced into the business to enable it to
run and make a profit. Fixed assets include; land, buildings, equipment,
machinery, computers and motor vehicles. The purchase of fixed assets is
called capital expenditure. Fixed assets that cannot be touched are called
intangible assets and the most common of these in the
hotel industry is goodwill. When a hotel is purchased its
reputation will drive the purchase price up or down
accordingly.
Current assets in a hotel include food stock, disposable and cleaning
materials as well as outstanding sales known as debtors. Debtors might
include an outstanding account for a local firm that has used the hotel for
a weeks conference for example.
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There are several types of liability, which are classified in terms of the
long term and short term. Long term includes loans from external parties
who receive interest in return. Short term or current liabilities include
bank overdrafts, taxation and outstanding balances owed to suppliers.
The profit and loss account
The profit and loss account provides a summary
of revenue and costs occurring over a given time
span. Published accounts produce the statements
on an annual basis but the statement can be
produced as frequently as desirable. The
statement starts with the net sales (gross sales
after VAT) figure for the period, which includes all sales transactions for
both cash and credit. This is matched with costs and charges for the
period to reveal different levels of profit. The profit and loss account
includes three key operating areas and these are described as rooms,
food and beverages.
There are several levels of profit that a hotel may analyse:
Gross profit. The difference between net sales from areas such as food
sales, and the cost of the materials for producing the sales that is thefood costs. (Some companies may include wage costs at this point.)
Trading profit. Sales less all costs of production.
Operating profit. Trading profit less fixed costs such as rent and
depreciation.
Net profit before tax. Operating profit less interest payable.
Net profit after tax. Net profit before tax less taxation.
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Retained profit. Net profit after tax less dividends to be paid to
shareholders.
Each of these profit levels can be used as useful measures of
profitability depending on the users needs. Internal accounts will be
considerably more detailed and will be tailored to suit the needs of a
particular operational area. This information will allow the
departmental manager to make operational decisions or
changes to the service based on the information in the
statement.
The appropriation account
The appropriation account shows what happens to the net profit made by
the hotel. A portion of the net profit will be paid to the government in
taxes. This is mainly corporation tax, a tax on company profits. Another
portion of net profit will be distributed to shareholders with each share
receiving a dividend. Finally the company may decide to retain some of its
profit to pay for new investment.
Uniform System of Accounts for Hotels
The Hotel and Catering Economic Development Council developed the UK
version of the Uniform Accounting System in 1969. However, it is the US
system, the Uniform System of Accounts for Hotels, that is more widely
used which may be defined as a manual of instructions for preparing
standard financial statements and schedules for the various operating
units which make up a hotel.
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The cash flow statement
The principal aim of the cash flow statement is to measure the liquidity
of the business. The cash flow statement is produced in the company
reports and this is shown as a historical picture summarising how funds
have been generated and how they have been utilised. Unlike the profit
and loss account, the statement includes operating
activities, sources of capital and capital expenditure
items.
The statement explains the increase or decrease in the
cash balances over the year in terms of the cash flows from operating
activities, sale of fixed assets, and the raising of additional finance
compared to the cash outflows for interest and dividend payments,
taxation, and the purchase of fixed assets. What must be remembered is
that in any business cash is the critical element rather than working
capital changes.
Budgeting
Budgeting has an essential role to play in any business in
converting all elements of the strategic plan into
financial statements so that a standard for performance
for the short-term future can be set in the context of
the long-term aims and objectives of the organisation. If used wisely,
the process ensures that the organisational resources in the hotel such as
labour, are allocated efficiently and effectively, and at the same time
provides a vehicle for departmental co-ordination and communication.
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The budgeting process should achieve a number of aims:
Quantify future plans. Set performance objectives and targets. Co-ordinate departmental activities Communicate plans and objectives Control business performance
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Cash Flow Forecast
The Bluebell Hotel group has four hotels in their chain, situated around
the London area. The hotels are rated with three stars and have a
reputation for excellent service and good quality food. Use the following
information to complete a cash flow forecast chart for the Bluebell Hotel
group, for the next 6 months starting in April. There should be columns
for
Balance brought forward
Cash receipts (sales)
Total cast availableExpenses
Wages
Power
AdvertisingStock
Other
Total PaymentsBalance Carried forward
At the start of April Bluebell Hotels had 10,000 cash available In April the group receives 70,000 for its restaurant and room sales
throughout the month.
Sales are expected to rise by 4,000 each month for the next fivemonths due to the summer holiday period.
Power Bills of 4,000 are paid each quarter, with the next bill due inJune
The wage bills amount to 45,000 each month, however due to a payrise in June this should increase to 47,000 a month
Advertising amounts to 2,000 a month Bluebell hotels are well established so its suppliers allow a trade
credit of one month. 18,000 worth of stock was received in
February, however to keep up with seasonal demand this order hasbeen increased by 2,000 each month for the next six months.
Other expenses average at 8,000 per month. What problems do Bluebell Hotels appear to have with this cash flow
forecast? How might they improve their cash flow situation?
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Profit and Loss Account
The Viking Hotel is a medium sized 50-bedroom hotel situated on the
outskirts of Leeds, with a restaurant, which can seat up to 100 people.
As a trainee manager you have been given the task of preparing the
annual trading and profit and loss account for the restaurant. Use the
following data to:
Firstly prepare the restaurants trading account for the year ending 31May 2002
Prepare the whole trading and profit and lost account for the yearending 31 May 2002
Sales Revenue 250,000
Opening Stock 50,000
Purchases 70,000Closing Stock 40,000
Wages 60,000
Rates/insurance 12,000
Heating/Lighting 5,000
Advertising 3,000
Depreciation 7,000Other Expenses 4,000
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Balance Sheet
The following shows a partially completed balance sheet for The Grange, a
6-bedroom hotel in a small town on the outskirts of Leeds, for the year
ending 2001.
Balance Sheet as at 31 December 2001
(000s)
Fixed assets
Land and buildings 100
Equipment 30Furniture 10Total
Current Assets
Stocks 20
Debtors 20
Cash 2Total
Current Liabilities
Creditors (28)
Net current assets 16
Net assets employed
Long-term liabilities
Creditors (20)Net assets
Capital and Reserves
Share Capital 60Share premium account 10
Other Reserves 10
Profit and Loss Account 56Capital Employed
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Complete the balance sheet for 31 December 2001 Use the following figures to create an extract from a balance sheet
for the same company as at December 2002
Fixed Assets 142,000 Stock 18,000 Debtors 20,000 Cash 1,000 Short term Creditors 30,000 Long term creditors 25,000 Capital Employed 126,000
Use the balance sheet for each year to compare the Grange hotel'sperformance.
Who would want to see this balance sheet? Why? Write a list of thepeople who might be interested and their reasons for wanting the
information.
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Business Ratios
The following figures are taken from the balance sheets and profit and
loss accounts for a small chain of 4 star hotels, called the Fitz-Gerald
Group. The figures have been taken for the financial years 2001 and
2002.
2001 2002
Net Profit 180,000 179,000
Stock 72,000 76,000
Current Assets 110,000 100,000Current Liabilities 63,000 73,000
Capital Employed 1,400,000 1,420,000
Calculate for the year 2000 The return on capital employed
The current ratio The acid test ratio
Calculate the same ratios for 2002
Compare the ratios and explain whether the Fitz-Gerald Hotel Grouphas improved its performance on profitability and liquidity.
What financial advice would you give to the Fitz-Gerald Hotel Group?
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Improving profitability
The Sailors Retreat is a small family run 10 bedroom 3 star hotel situated
in the small holiday village of Wigglesdale. The hotel has been open for
10 years and has a fine dining restaurant, serving traditional English food
that can seat 30 customers. The hotel is only open from May to
September as these are months that tourists visit the area. A new
reasonably priced 1 star bed and breakfast that has opened in the area
has affected the Sailors Retreats number of room sales. The owners of
the hotel are also becoming increasingly concerned that competition froma proposed Pizza Express restaurant will affect the restaurant profits.
The other main restaurants in the area are an Indian restaurant and a
Chinese restaurant.
Make a list of the possible ways that the Sailors retreat could improvetheir profits
Note the costs and benefits of each of the possible profit boostingideas
Advise the hotel on the best way to improve profits
Suggest any further information that you would find useful to helpgive more accurate advice and give reasons as to why it would be
useful.
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SALES AND MARKETING
Introduction
Sales and Marketing is the central function concerned with the
relationship of the business to the market place. In the hotel industry
the market place consists of customers, potential customers and
competitors.
This department is seen as a relatively new profession and is accepted as
one of the most important areas:
Nothing happens until someone sells something
Many Sales and Marketing departments are in-house, which bring in the
business that allows other departments for example rooms, food and
beverage and leisure to function.
Function Room
Oulton Hall, Leeds - DeVere Hotels
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Sales and marketing must work closely together in order to pull all parts
of the sales process together if the hotel is to achieve the levels of sales
it desires and in order for the hotel to make a profit or survive depending
on the hotels objectives.
Sales and marketing process is generally very methodical with a lot of
time and energy being spent on researching and developing the best ways
to get their products and services into the market place in which the
hotel operates. The work involves developing initiatives for centre
promotion and public events, assisting with corporate literature,
advertising, PR and promotions. This department liase and negotiate with
clients at all levels and from all sectors of the business, commerce, non-
profit making organisations, the local community and individuals for
private functions such as weddings and private parties.
Exert from the
Marriott, Leeds
Promotional
leaflet
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Skills
To work in Sales and Marketing you must be:
A good communicator Have a clear understanding of the clients aims Be able to brief and instruct their marketing teams Communicate with other department heads within the hotel Work closely with the conference and banqueting department Write clearly and precisely Analytical skills are needed to analysis reports, sales and market
trends and test results
Numerical ability is needed to use statistics and work out costs andbudgets.
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Radio Advertisement
The Tarn Hotel is a 120-bedroom hotel with a four star rating situated on
the edge of Lake Windermere, Lake District, Cumbria. It offers:
Two restaurants Leisure Club with a sauna and steam room Mini Golf Extensive grounds Conferencing facilities for up to 60 people
Spectacular views of Lake Windermere
Only a few minutes from many outdoor activities and otherattractions
Ideal location for outdoor enthusiasts
The Directors of the Tarn Hotel have selected a small team to produce a
one-minute demo radio advertisement.
The aim of this advertisement is to help increase the hotels sales after
the recent low in the tourist industry. Emphasis should be made on the
facilities the hotel has to offer and the extensive opportunities open to
tourists visiting the Lake District.
The hotel directors are looking for a radio advertisement that is
different and compelling to the listener.
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Promotional Pamphlet
Moor Side Hotel is a 3 star bed and breakfast on the Yorkshire Moors in
Leeds, North Yorkshire. It offers:
10 bedrooms Full English or Continental breakfast Evening meals available in the bar Restaurants and award winning country Pubs all within a few
minutes walk or drive
Leeds city centre and coastal areas are both easilyaccessible
A variety of outdoor activities are available
The hotel has just finished refurbishment and is looking at different
methods of attracting new guests to the area. The owners of Moor Side
have appointed a small marketing firm to produce a pamphlet advertisingthe Bed and Breakfast.
The aim of the pamphlet is to attract new guests and to keep existing
guests interested.
The pamphlet should include:
Location Facilities Awards Maps Logos
It should also be attractive and appealing to the eye.
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ROOMS DIVISION
This section includes:
Reception
Reservations Housekeeping
RECEPTION
Introduction
The hotel receptionist is the first person you see when you enter a hotel
and the last when you leave. Most hotels offer 24 hour coverage of the
reception desk and its main responsibility is to check guests in and out of
the hotel and deal with any requests during their stay.
Hotels vary in size, design, age and standard, so the exact role of the
reception department will differ from one hotel to another. Whether
staying in an 800- bedroom airport hotel or
a small 6 bedroom country hotel, guests will
invariably approach the reception desk for
information and assistance to get settled in
for their stay, or to help with any problems
they may have whilst in the hotel.
The reception desk is at the hub of the hotel and must
liase effectively with all other departments for the
hotel to operate successfully.ReceptionDe Vere Hotels
Reception
Waterton Park Hotel, Wakefield
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Job Roles
The duties of the receptionist may include:
Checking In and Checking Out of guests Guest Billing Guest Security Taking Messages Answering the switchboard Providing Information about the hotel and the local area Dealing with special requests; booking taxis, meal reservations etc
Checking In
Checking in guests requires the employee to be courteous and polite
whilst undertaking important tasks. This ensures the guest has
completed what is required of them before going to their room. Often a
guest has been travelling from all over the country or even the world and
requires little or no obstacles when checking in.
ReceptionGolden Lion Hotel, Leeds
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Checking Out
Check out is usually the last time the guest has contact with hotel
personnel. It is vital that the receptionist continues to
provide good customer service, which is accurate and
efficient.
The main function of check out is for the guest to settle their room
account and to hand the key back for the next guest. The guests account
was opened at the time of check in and everything the guest charges to
their room should be on the bill for when they leave.
Guest Security
In most hotels it is now standard procedure to take some form of
prepayment from guests, to ensure that guests do not leave without
paying. Receptionists should be vigilant, since there are a number of waysof defrauding a hotel.
On occasion the hotel may host an important conference or have a V.I.P
guest staying where the profile of the guest may need to be kept a
secret from the public and the press.
Confidentiality of all guests should be maintainedat all times, the reception staff are not at liberty
to give information about anyone staying in the
hotel.
Reception42 The Calls, Leeds
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Answering Switchboard and Taking Messages
The switchboard is usually located at reception and is where all the
outside calls are answered and redirected to the relevant department of
the hotel or guest. This requires the telephonist to be polite and accurate
to ensure the call is directed to the right place or person. If necessary
the telephonist will take messages for unanswered calls, these messages
should then be passed to the guest or department.
Despite the reception desk being very busy it important that the staff
are organised and work methodically. What seems like the smallest detail,
like taking messages can be very important to another member of staff
or guest. Most hotels have computer systems that relay messages to the
guests television screens or voice mail on the telephone, however the
traditional method of writing the message and putting it in a pigeon hole,
or under a guests door is still used by many hotels.
Providing Information about the hotel
As standard practice in most hotels it will be the duty of the receptionist
to provide the guest with some basic information about the hotel and its
facilities.
This information may include:
Leisure Facilities Location of other departments Departmental opening times Directions to rooms and lifts etc.
Reception
Metropole Hotel
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A leaflet may also be given out to guests providing useful information
about the hotel and its facilities, and there is usually an information pack
in the room.
Skills and Personality
A receptionist should be:
Efficient and organised; Tidy in appearance; Sensitive to the needs of the guests; Courteous and polite despite what ever the guests may demand of
them;
Assertive and remain calm in any situation; Friendly and enjoy working with the public and be an ambassador
for the hotel;
Be able to communicate effectively using a variety of mediums forexample, telephone, face-to-face, and written.
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RESERVATIONS
IntroductionThe reservations department is a sub unit of the whole of the Front of
House area of the hotel. As hotels vary in size and type, the
reservations department can be within the hotel or outside of the
premises in the form of a central reservations centre.
The reservations department holds great importance within the hotel asthe sale of rooms generates over 50 per cent of a hotels revenue and
profit, therefore it is important that the department is organised to
maximise sales.
Job Roles
Sale of Rooms Using Technology Making the Reservation
Sale of Rooms
As with other areas of the Front Office, reservations can often be the
first contact a guest or potential guest has with the hotel. It is usually
switchboard who answer the first call, however first impressions count
and sales can be lost through not making the experience a positive one, it
is up to the reservations agent to convince the potential guest to make a
reservation.
Bedroom - Queens Hotel, Leeds
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In Room Facilities boasted by the Hilton Hotel, Leeds
Iron Bathrobe
TV-Cable Hairdryer
Accessible Non-Smoking
Ironing Board Audible alarmsTV-Pay per view Welcome Amenity
180* Door Viewer Air Conditioning
Connecting Rooms Electronic Locks
Bathroom Amenities TV-Standard Network
Automatic Door Closer Shower for Wheelchair
Complimentary Beverage Telephone - Two Phones
Thermostat (adjustable) Secondary Locking Device
Electronic Smoke Detector Internet access in guest room
Visual Strobe/Hearing Impaired
Reservations affect the hotel as a whole; in the sense that reservations
determine the occupancy levels (the number of room sold every evening),
which then determines the levels of personnel, needed in the other
departments of the hotel, such as reception, restaurant etc.
Using Technology
Enquiries from guests can come from a variety of
ways; more commonly the telephone and fax or in
person, however new technology means that larger
organisations can use the Internet and on-linebookings. In another sense smaller independent hotels
and bed and breakfasts may not use computers at all
and a manual bookings system may be used.
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Computer systems feature highly in this department as they help the
reservations agent process information quickly and efficiently, any of the
systems for making reservations must have to contain three core
functions.
These functions are:
Check room availability Record the reservation Retrieval of the booking at any time to check details.
Making the Reservation
The reservation is made in the following way:
Answering the telephone in a polite and usually scripted manner,stating that it is the reservations department the caller is through
to and the name of the person the caller is speaking to.
Checking availability and room ratesRoom types can vary depending on the hotel and type the following are a
list of room types that can be smoking or non-smoking rooms and also
disabled:
Single Double
Twin Executive (double and twin) Suite (junior, presidential, and other variations of names)
Room rates can also vary in type some and examples as to why are as
follows:
Rack Rate Full price of the room
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Corporate Rate Company Rate previously agreed subject to termsand conditions with yield manager or sales department.
Weekend Rate Rates specifically for weekends. Breakfast Inclusive Room Rate including the price of breakfast. Room Only Price of the room without breakfast or other meals
included
Dinner Bed and Breakfast Room Price with Breakfast and eveningmeal included in the price.
Room rates also vary depending on the hotel location within the Country.
The Malmaison hotel in Leeds room price varies to that of the Malmaison
hotel in Edinburgh, as shown below:
Leeds Edinburgh
Doubles 120 115Suites 160 165
Skills and Personality
Communication Skills Telephone Skills Computer Skills Numerical skills Selling skills Negotiation Skills Polite and Clear speaking Listening Skills Attentive to detail
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HOUSEKEEPING
Introduction
The housekeeping department is involved in maintaining all of the
guestrooms within a hotel on a daily basis. This department needs to
make sure that rooms are clean, tidy and welcoming. Guestrooms must
be serviced to a certain standard to ensure customer satisfaction.
There are different aspects involved within the housekeeping
department. Not only is the cleanliness of the rooms important but also
the public areas (e.g. toilets, corridors, the lobby) and the laundry
department. However in some hotels an outside company may be
contracted to service the laundry.
Job Roles
Room servicing Laundry/linen control Maintaining public areas,
Room servicing
This probably is the most important stage of housekeeping. A hotel room
should be clean, tidy and welcoming to the guest. In most hotels there
will be a set routine for room servicing. This will depend on the type of
hotel, the size of rooms, type of furniture and the bathroom with its
facilities.
Room assistant
Oulton Hall, Leeds - De Vere Hotels
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The main tasks involved are:
Bed making Dusting, cleaning and tidying Cleaning the bathroom
Laundry/linen control
Depending on the type and size of the hotel, different laundry systems
are in place. Some establishments have a contract with an outside linen
company, who are outsourced to clean all the linen from the hotel.
However in some hotels there is a linen room present. Fresh linen is
stored at the linen room and distributed to the housekeeping staff
servicing rooms.
Public areasThe housekeeping department needs to take care of public areas; these
areas include corridors, public toilets and the foyer.
The public areas of a hotel create a good first
impression to guests, so it is vital that these areas
are kept clean.
Skills & personality
Cleaning skills Team working
Bedroom
Crowne Plaza, Leeds
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Communication skills Problem-solving skills People skills Organisational skills
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Communication Channels
The reception department is the hub of a hotel. The receptionist deals
with a large number of different people guests, potential guests, other
departments, managers etc., in a number of different ways.
Imagine you are a receptionist in a large hotel, think of all the ways thatthey would communicate with people, both formally and informally. Write
them down under three columns, transmitter, medium, and receiver. For
example,
Transmitter Medium Receiver
Speaking Voice face to face Listening
In a fourth column list the advantages and disadvantages of each method
of communication.
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Room Pricing Decisions
On this diagram write all the factors that would influence the cost of a
nights stay in a hotel room before the hotel adds on their profit. The
diagram has been started for you.
Housekeeping Staff
Electricity
Rates
Now put all the items you have written on the diagram into two columns -
fixed costs and variable costs.
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Unit Cost of servicing one Bedroom
From the following information calculate the unit cost of servicing one
bedroom in a hotel.
It takes Lisa, a room assistant, 20 minutes to clean one bedroom of a
hotel. Lisa is paid 4.10 per hour.
The hotel outsources the cleaning of all the bed linen and towels to an
outside laundry company. The hotel is charged 30p to wash and iron eachsheet, pillowcase and towel. Single rooms (1 guest) in
the hotel require 2 sheets 2 pillowcases and 2 towels.
Double rooms (2 guests) require 2 sheets 4 pillowcases
and 4 towels.
Each guest receives complementary soap and shower gel costing 9p each.Each room has tea and coffee making facilities, which contains two of
each of the following per guest.
Milk carton at 5 p each
Teabag sachet at 6 p each
Coffee sachet at 6 p each
Sugar sachet at 4p eachBiscuits at 10 p each (however only one per gust of this is used.)
Additional cost for each room i.e. electricity, equipment etc are
estimated to be 3.00 per room
What is the unit cost for cleaning a single and double room?
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FOOD AND BEVERAGE
This section includes the:
Restaurant Kitchen Bars Conference and Banqueting
RESTAURANT
The Restaurant is a department in a hotel that most guests will use
throughout their stay. The restaurant will generally serve breakfast and
evening meals and depending on the hotel, may have a lunchtime service
period also. The restaurant works closely with the kitchen and bar, but
will also have contact with other departments in a hotel.
Job Roles
The duties involved in the restaurant may include:
Seating customers Taking orders for food and drinks Serving food and drinks Billing Planning
Seating Customers
When a customer enters the restaurant it must first of all be established
if they have a booking or not, this is usually identified trough a simple but
warm welcome good evening sir have you a reservation for this evening?
Restaurant
Crowne Plaza, Leeds
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If they do have a reservation a table will have been allocated to them and
they can then be seated. If they do not have a reservation then the
member of staff will need to ask for how many people the table is
required, once this has been established it is then assessed whether
there is a table available. If there isnt an available table the staff
member will have an idea of how long the wait will be and may suggest if
they would like to wait in the bar until such a time.
Taking Orders for Food and Drink
When taking an order in a restaurant the server
needs to write down what the customer wants.
This will usually consist of starters and main
courses at this first stage. Some hotels will have
a wine waiter who will take the drinks order and
this must be written down also, if there is no
wine waiter the server may be required to take a drinks order as well as
the food. Once the order has been taken it is given to the kitchen and
the bar so that the food and drinks can be prepared for service. When
taking orders the server may be required to have product knowledge of
dishes on the menu in case of any questions asked and should be briefed
on any additional information needed regarding the menu at the start ofeach shift.
Serving Food and drink
Once the meals are ready they can be served to the
customers who have placed the order. The table
number on the top of the order can identify this.
Dining - 42 The Calls, Leeds
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Drinks are usually served in a glass straight from the bar and are simply
placed on the table. Wine however may be ordered by the bottle and in
most hotel restaurants will be opened at the table.
Food may be served in a variety of ways
depending on the style of the restaurant,
time of day and the hotel in which is
operating. Most hotels for evening service will
use either plated service or silver service.
Plated service the food is plated in the kitchen and then taken to the
table and placed in front of the customer. Silver service is when the food
is plated at the table by the waiter from a service flat using service
cutlery usually a spoon and fork.
Billing
To calculate a bill it is simply the case of adding up how much a customer
has spent that evening and then making a charge for it. There is also a
need on a bill to include the VAT charged at 17.5% as a separate figure
even though this included in the price displayed on the menu. To achievethis 17.5% is simply deducted from the final amount
and shown as a separate figure on the bill. The bill
total then equals the total for all food and drinks plus
VAT. Some hotels will add a service charge to the bill
also, which is simply added to the final total reached
when the bill has been calculated.
Waitress - De Vere Hotels
Dining atThe Hilton
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Planning
This is an important task in the restaurant staffing levels, task allocation
and seating arrangements must be planned to ensure there is enough
space in the restaurant, and staff and all tasks are covered throughout
the service period.
Skills and Personality
Must have a friendly personality.
Good communication skills to both other membersof staff and customers.
Multi skilled among the tasks in the department isessential must be able to do more than one task.
It is a pressured job during service periods so must be able towork under pressure.
Planning skills essential.
Product knowledge key when it comes to selling products andadvising customers on products.
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KITCHEN
IntroductionChoosing to work as a chef means entering a very varied industry. For
chefs with good training and experience, there are many opportunities for
career development and to work in posts of responsibility. Chefs can
move from one sector of the hospitality industry to
another with ease when fully trained and there are
often opportunities for chefs to work abroad.
Job Roles
The job of a chef is to make sure that the food you eat
not only looks enticing but also tastes good. Cooking
professionally is very different from cooking at home; a
chef not only has to cook for large amounts of people, but
also has to use a wide selection of equipment that
wouldnt be found in the average household.
In a hotel kitchen, there will be different types of chefs
with various levels of experience. Below is a diagram,
which demonstrates the different stages a chef can
reach, and the job roles of each. Chefs at Le Meridien
A Chef at a Hilton Hotel
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Head chef/ chef de cuisine
Responsible for all aspects of the operation
Oversees the overall production of meals
Plans menus
Manages staff
Orders supplies
Controls costs
Oversees Health & Safety Regulations
Deputy head chef/ sous chef
Skilled in all aspects of kitchen work
Section chef/ chef de partie
Responsible for part of the kitchen work e.g., soups, sauces, pastry, some
main courses, preparing and cooking vegetables and starters
Assistant chef/ commis chef
Spends 3 6 months in each section until all the skills of the kitchen have
been mastered
Trainee chef
Observes operations and helps wherever required
A Chef at a LeMeridien Hotel
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What it takes
A chef must be able to communicate with other staff and work as partof a team, but also have the ability to work independently.
A chef must be able to follow instructions carefully and be able towork quickly and efficiently. Customers will not want to be kept
waiting! Senior chefs must be able to give clear instructions that
staff are able follow and demonstrate good leadership skills.
A chef must be able to work under pressure, as kitchens are hot,steamy and frantic environments.
Chefs must be flexible about the hours they work. Chefs often haveto work late hours, weekends and split shifts. A chefs time off is
when others are at work!
Chefs must consider their own safety, the safety of colleagues andthe safety of guests at all times. A chef must always remember
personal hygiene, food hygiene and food safety. Chefs must also be
able to handle a variety of materials ranging from utensils to sharp
knives and use them safely.
Chef's at a Hilton Hotel
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Personality
To be successful a chef should possess certain personality traits these
are illustrated below.
Calm
Imaginative Creative
Patient Organised
Methodical
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HOTEL BAR
IntroductionA bar is a term used to describe the selling point and consumption area in
licensed premises. Bar staff are responsible for selling a wide range of
alcoholic beverages, soft drinks, hot beverages as well as tobacco and
food. Hotels vary in size, design and standard, so the types of bar work
involved may vary from one hotel to another
Job roles
The duties and responsibilities of the hotel bar staff may include:
Bottling up or setting up the bar Drinks service Cellar management Beverage stock control Licensing laws
Bottling up
Bar staff prepare the bar by stocking it with bottles and glasses. They
also stock up with ice and sundries such as sliced lemons and cherries.
They may need to put away deliveries, organise the cellar where beer
barrels and bottles of all kinds are stored, and may also have to clean the
beer pipes. Setting the bar up ready for service ensures the bar looks its
best and maximises the efficiency of the bar staff during service times.
Bar areaLe Meridien Hotel
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Drinks service
During opening times bar staff will mix and serve a
whole range of drinks, both alcoholic and non- alcoholic.
They calculate customers bills, collect the money and
give change. Bar staff have to continually keep the bar
area clean and tidy by collecting and washing dirty
glasses, ashtrays and wiping down tables and bar
surfaces.
Cellar management
The cellar is a cool storage area for soft drinks, beers, ciders and wines.
It is very important that these beverages are stored in the correct
temperatures and conditions to maintain their quality. Cloudy, flat or sour
beer can be caused by poor cellar management and can lead to disgruntled
customers, loss in trade and or also a loss in stock.
Beverage stock control
In any hotel bar where a large percentage of the income received is
through the sale of drink, a system of cellar control and costing must be
put into operation. The systems used will depend on the policy of each
hotel.
The cellar is the focal point for the storage of
alcoholic and non-alcoholic liquor in an establishment.
Re- ordering of stock should be carried out on set
days after carefully checking the holding stock.
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Strict stock rotation should be adhered to avoid stock going out of date
before it is consumed.
Theft and pilfering in bars is a common problem and it is the
cellar persons responsibility to maintain stock management
control systems to ensure this risk is minimised.
Licensing laws
Licensed premises must, in order to sell alcoholic liquor, obtain what iscalled a justice's licence. To be able to gain a justice's licence the
premises must be fit, for the requirements of the local authority, police
and fire authority. While in possession of a justices licence, the licensee
(holder of the license, usually the hotel manager) must maintain good
orderin the premises, i.e.:
No drunkenness
No violence No riotous conduct No prostitutes No gaming (Certain games may be authorised e.g. Fruit machines).
There are many laws appertaining to the sale of alcohol. Some of the lawsinclude the following:
Permitted hours: It is an offence to sell alcohol outside permittedhours
Weights and measures: Liquor must be sold in stated size only. E.g.beer and cider may only be sold in multiples of 1/3 pint, _ pint or
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multiples of _ pints. Wine by the glass must be sold in 125millilitres
or 175millilitres or multiples of either.
Young persons: It is an offence to knowingly, or unknowingly, servea person under 18 in a licensed bar.
Skills and personality
Bar staff should be able to get on well with all kinds of people. They should be cheerful, outgoing polite and tactful. Communication skills are important, Difficult situations may also arise, such as having to refuse to serve a
customer who has had too much
to drink.
Bar work can be hectic andsometimes stressful, so an
ability to work under pressure
is desirable.
A good memory forremembering orders and good
mental arithmetic ability is
important as most orders are
taken verbally. As bar staff handle money so they must be honest and reliable.
Bar area
Waterton Park Hotel, Wakefield
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CONFERENCE AND BANQUETING
IntroductionThe capacity of conference and banqueting (C & B) facilities varies
between different hotels. These can mean catering for 2 to 500+ people
depending on the size of the venue and facilities available
The Conference and Banqueting
department in a hotel works with variousfunctions such as conferences, weddings,
luncheons, cocktail parties, dinner dances,
charity events and meetings. The basic role
of the department is to set the rooms up
for the required function, look after the
guest whilst they are using the room and
clear down after the function has finished.
These functions will also include various jobs such as taking food and
drinks orders, serving food and drinks, or setting up equipment such as
OHPs, lighting, Video Recorders etc.
Job Roles
Customer Service Service of Food and Beverages Deal with Customer Accounts Effective Working Relationships
Conference Room
Hilton Hotel
Conference Room
Cedar Court Hotel, Leeds
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Customer Service
Products and services should be explained to the customer at the
appropriate times and assistance should be offered in the appropriate
manner. Information on any problems that the customer has should be
gathered in order to work out and deliver solutions. Any requests or
service needs the customer has should be dealt with promptly while
keeping those needs in balance with those of the hotel. A positive image
should be presented to the customer at all times and when systems go
wrong service should be maintained. Methods of communication should be
adapted to meet the needs of the customer and any feelings expressed
by the customer should be dealt with appropriately.
Crown Plaza, LeedsOur conference facilities cater for 1 to 200
delegates, with natural daylight and blackout
capabilities in most of the meeting rooms.
Smaller rooms on the 1st floor makeexcellent interview rooms. The Roundhay
Suite offers 247 sq. metres of exhibition
space. This suite also separates into 3
sections. An Executive Boardroom is
available for those serious meetings. In
addition, we have a business centre which
offers full business services, secretarial
support and translation services. Guests have
access to a Dictaphone, stenographer, free
use of power/telecom adapters, access to
main Microsoft PC Software Packages and a
Hewlett Packard Printer.
It is important to check with the organiser of the event that they have
everything they need. You may need to deal with special requests i.e.
equipment, vegetarians etc.
Conference RoomCrown Plaza, Leeds
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Service of Food and Beverages
Preparations are made in advance for the arrival of customers with
advanced bookings. Customers who do not have advanced bookings are
usually dealt with in line with the hotels departmental procedures. All
booking enquires should be handled in a professional manner and used as a
sales opportunity, although it is usually the C & B Sales staff who deal
with such enquires. Food is served in an accurate and timely fashion and
for large dinners C & B Managers or supervisors are usually there to
assist with guidance. Opportunities are usually taken to try to sell and
promote the products on offer to the customer.
Dealing with Customer Accounts
The C & B department will often be working with products that will be
sold at the particular event and often not pre-ordered. Customer
accounts for these products will therefore have to be dealt with.
Training is given on how to prepare and take receipt of customer
accounts. There is usually a standard procedure the hotel will have in
place for the process of accounts, payments and cash handling.
Banquet Layout
Oulton Hall, Leeds - De Vere Hotels
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Skills and personality
Good communication Smart appearance Being able to work well under pressure Good listening being able to listen to managers orders Team work Being able to work irregular and long hours
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Employment Laws
What employment laws would be relevant to the following different
departments of a hotel? Which laws would effect every department of
the hotel?
Bar Kitchen Housekeeping Reception
Create a health and safety poster that would be relevant to the staffworking in a kitchen of a hotel.
Then create a health and safety poster that would be relevant to aguest whilst staying in their room in a hotel.
How would the language and style of these two posters differ toappeal to their target audience?
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Labour Turnover
Read the passage and then answer the questions that follow.
The Sailors Retreat is a 3 star hotel in the small town of
Wigglesdale. The hotel has a popular fine-dining restaurant, which
attracts local customers as well as the hotel guests.
The restaurant employs mainly female, part-time staff, that work
flexible part time hours, to fit with childcare arrangements. Thework is semi-skilled, as basic training is given to all new employees.
However the more skilled work is left to the two full time staff
members and the management. The hotel does not pay high wages
but it does have a high labour turnover.
Why might the labour turnover be high for this hotel? Suggest the different ways in which the Sailors retreat could lower
their staff turnover.
Suggest three reasons as to why the hotel would want to reducetheir labour turnover.
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Scale of Production
Read the following information about three different hotels and answer
the questions below.
The Sailor's retreat is a small family run 3 star hotel with 10
bedrooms situated in the small town of Wigglesdale. The grill
restaurant within the hotel can seat 30 customers.
The Bluebell Hotel group is also rated with three stars and has
four hotels in their chain situated around the London area, not
more than 50 miles apart. The restaurants within the hotels can
each seat 80 customers at one time.
Majestic Hotels are a 5 star hotel group with 30 hotels based inthe major cities across Europe, with the Head Office in England.
The fine dining restaurants within these hotels can each seat 150
people in each sitting.
What are the advantages and disadvantages for purchasing goods forthe restaurants of each of these three hotels?
Which hotel is in the most advantageous position for purchasing?
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Unit Cost of Breakfast
Every business that produces a product or provides a service will want to
know the unit cost of doing this. The unit cost measures the cost of
producing a single good or service. While a hotel does not produce goods
in the same way a factory does there are still many different unit costs
that can be calculated. Using the information provided below calculate
the unit cost producing one breakfast.
The hotel buys the ingredients needed to make breakfast in bulk for thefollowing prices: -
40 sausages - 5.40
120 rashers of bacon - 12.60
35 eggs - 5.25
40 hash browns 2.99
15 cans of beans (220g per can) - 3.6040 loafs of bread (30 slices per loaf) - 9.55
20 tomatoes - 1.50
Additional cost the estimated cost of this i.e. staff time,
electricity, equipment etc is 1.50 per breakfast.
Each breakfast consists of - 1 sausage2 rashers of bacon
1 egg
1 hash brown
20g of baked beans
2 slices of toast
1 tomato
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Guide to the DVD
Main Menu The jobs
Option 1 - Front of House General Manager
Receptionist
Restaurant
Bar person
WaitressPorter
Option 2 Sports & Leisure Sports & Leisure Manager
Gym Instructor
Lifeguard
Beauty Therapist
Option 3 Back of House Head Chef
Sous Chef
Maintenance
Accounts
HousekeepingBanqueting
Option 4 Education Two students talk
Option 5 Information Website
Virtual tour
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HOTELIERS ASSOCIATION DVD WORKSHEET 1
WORKING IN THE HOTEL INDUSTRY PROGRESSION ROUTES
There are lots of opportunities for progression in the hotel industry.
This means that employees can move from one department to another and
can also gain promotion within the same department. Use the DVD to
answer the following questions.
1. Skills which are useful in most industries and departments within a
company are called transferrable skills. List some of these transferrable
skills.
2. From watching the DVD, can you write down the name and positionof the employee who moved from Banking and Finance into the hotel
industry?
3. Is she glad she moved? Why?
4. Education does not stop once you leave school. Training andqualifications are vital in the world of work and increase your employment
opportunities. List some of the qualifications and training offered within
the hotel industry.
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5. Give an example of an employee and his/her preferred progression
route; write down the employees name, current position and the job they
would like to have in the future.
6. Have you noticed that each employee is focused upon the next step
up the ladder? Why do you think this is so? What are the benefits of
having job goals?
7. Can you name any of the people who stated that they were hoping
to work in one of the companys hotels abroad?
8. What skills do you think people gain from the experience of
working abroad?
9. Does the wide range of progression routes available in the hotel
industry surprise you? What impresses you about the routes on offer to
employees?
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HOTELIERS ASSOCIATION DVD WORKSHEET 2
WORKING IN THE HOTEL INDUSTRY QUALIFICATIONS AND
COURSES
From the DVD identify four universities which hotel employees have
attended. Using the websites for those universities, answer the following
questions.
1. Write a list of degree courses and other qualifications which relate
to the hotel and hospitality industry.
2. What range of A Levels/A2 qualifications are required to start the
degree courses?
3. What points/grades are required to start the degree courses?
4. Are degree courses which you may like to study, available in a city
where you would like to live? Explain which courses and cities appeal to
you and why.
5. List the degree courses which can be studied part-time.
6. On average, how long do the courses last?
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7. Write a list of the courses which include time spent on a work
placement.
8. Where can you find out more information about courses?
9. What are the benefits of working within the hotel industry?
10. Can you see yourself working in the hotel industry? If so, what
position would you like and why?
11. What skills do you think are essential for working in the hotel
industry?
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HOTELIERS ASSOCIATION DVD-WORKSHEET 3
WORKING IN THE HOTEL INDUSTRY STAFF RECRUITMENT
As the Human Resources (HR) Manager you have been approached by the
Hotel General Manager and requested to recruit more staff.
Your task:
Using the DVD, choose a job in the hotel industry and plan an jobadvertisement for the local newspaper and for a website.
The information you need to include is:
* The job title and daily duties
* Personal qualities and skills required
* Qualifications required
* Training and progression routes available
* Company benefits for all staff
* Information about the hotel chain
You also need to draw up a list of questions to ask the applicants at
interview. What personal qualities, skills and qualifications does a person
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need to work successfully in the hotel industry? Think about the
information above to help you.
You may want to act out the interview scenario and involve your
classmates. Someone is to be the HR Manager, another the Manager of
the department whose member of staff it will be and finally other
students may wish to apply for the job and be interviewed (they can use
their CV and Personal Statement in the Record of Achievement for help).
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HOTELIERS ASSOCIATION DVD WORKSHEET 4
WORKING IN THE HOTEL INDUSTRY RESEARCH A JOB
Select a job in the Hotel Industry that interests you most. Find the
video clip and text on the DVD which relate to the job you have selected
and complete the following form based on the information provided.
Think about whether you have the same skills.
Job title
Age range (circle the correct one) under 20, 21 to 30, 31 to 49, over
50
Main tasks carried out
Qualifications required
Where might you gain these qualifications? (circle the relevant
organisation(s) below)
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School College University Workplace
Personal qualities required
Skills needed
What further qualifications may be gained at work?
What job/position might the job holder progress to next?
What career ambition does the person have?
What are the benefits of working in this industry?
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HOTELIERS ASSOCIATION DVD WORKSHEET 5
WORKING IN THE HOTEL INDUSTRY THE RANGE OF JOBS
Before looking at the DVD, list as many different jobs in the hotel
industry as you can think of.
Add up your total. Now see if you can double that number by looking atthe DVD. Use the following table to record your answers, it will help you
remember the different parts of the hotel.
CHECKING
IN / OUT
YOUR
ROOM STAY
DINING DRINKING G Y M &
SWIM
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How many additional jobs have you listed in the table above compared
with your first list? ____________
Are there any jobs that you didnt realise went on in a hotel?
If so, which ones?
Having looked at the DVD, which jobs would you be most interested in
doing and why?
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HOTELIERS ASSOCIATION DVD WORKSHEET 6
WORKING IN THE HOTEL INDUSTRY THE VIRTUAL HOTEL
You may be approaching the time when you will be choosing your GCSE
options, or you may be preparing to go on your work experience placement.
The Hoteliers DVD is designed to bring to life the Hotel Industry and the
world of work and to get you thinking about jobs, qualifications and theskills needed to be a good employee.
Work your way through the following tasks using the DVD. To help you a
guide to the DVD is attached.
Task 1
From the Main Menu on the DVD, choose option 5 Information. Take
yourself on the hotel virtual tour.
Task 2
Still in the Information Menu, look at Leeds Hoteliers and list the hotels
which are members of this association.
Task 3
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Now go back to the Main Menu and choose option 1, Front of House.
Draw a spider diagram showing the jobs available.
Task 4
Choose one of these jobs and
a) Describe three interesting facts about it.
Or
b) Describe the skills you think are needed to do this job.
Extension Task
Repeat tasks 3 and 4 above for either option 3, Back of House, or option
2 Sports and Leisure.
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Leeds Hotels Association
This pack has been sponsored and reproduced
by the Leeds Hotels Association to aid
teachers in the delivery of the businesssyllabus.
We hope it developes into a spark of
inspiration for the next generation to consider
hospitality as a future career opportunity.
It has been developed with the help of Leeds
Metropolitan University and their graduates.