...Unit 8-Business Planning Introduction My business venture is based on a bed and breakfast located in Belfast. In intend to offer a quality service for local and international tourists and business travellers. The target market for my business will be tourists looking for short stays and accommodation, not only at holiday time but for the increasing silver surfers, who avail of free travel, cheaper deals etc at off peak times. The name of my Bed and Breakfast is BEDFAST. I got this name from combining bed and breakfast. I also chose this name because it sounds like the location it is set in and would create an instant impact with the potential customer. The purpose of my B&B is to provide me with an opportunity to earn extra income by meeting growing customer demand for my affordable overnight accommodation in a relaxed and friendly setting. There are many features of my B&B such as en-suite guest rooms with king size beds. My bed and breakfast has two dining rooms which gives the guests a bit more privacy and space if they want to eat alone. I have hired professional staff to clean the house and make sure that all guests are settled in well. I have also hired chefs to cook the guests their breakfast of whatever they choose. By doing this I will ensure that the guests of my B&B will have a great stay and be happy to return. My objectives are to make sure that I have provided the best level of customer service for tourists both local and international. I will make sure...
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...hotel what I chosen for my industrial training. The training was started on 04.01.2010 until 21.05.2010.As we know, training is an important process for us to experience a real working life and improve our skill, especially for hospitality students. In my humble opinion, the hospitality study without industrial training is just theory, I appreciated the chance that to be guided and trained by qualified trainers. The reason why I chose Crowne Plaza Mutiara Hotel as my internship placement are the fame of this five stars hotel and the location of the hotel.It is a business hotel which is located at the golden triangle of Kuala Lumpur, near by KLCC and Pavilion Shopping center. I like the working environment. The people there are willing to train trainee and willing to let us leaning. The training department allows me to require to different departments. They provided a good learning and working environment to trainee. The contents of this report are acknowledgement, introduction, Crowne Plaza Mutiara Hotel profile, the departments that I joined and a conclusion. I was gone to four departments during five months training which are Banquet Department, Housekeeping Department, Sales & Marketing Department and Front Office Department. There are some descriptions of every department, my duty and responsibility, difficulties and learning outcome. From my point of view, writing this report is for me to record what I did during the five months training and my weaknesses and strength...
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...Receptionist: Good afternoon, welcome to the IVORY INN HOTEL. How may I help you?? Guest: I have reservation for today. It’s under the name of Nurul Qurratu Aini Receptionist: Can you please spell that for me, miss? Guest: Sure, N-U-R-U-L-Q-U-R-R-A-T-U-A-I-N-I Receptionist: Yes, MS Qurratu, we’re reserved a double room for you with a view of the ocean for two nights, is that correct? Guest: yes it is. Receptionist: Excellent. We already have your credit card information on file. If you’ll just sign the receipt along the bottom. Please. Guest: Whoa, Five hundred and ninety ringgit a night! Receptionist: yes miss .we is a five star hotel after all Guest : well ,fine I’m here on business anyway .So at least I’m staying on the company’s dime .What’s included in this cost anyway ? Receptionist: A full continental buffet every morning, free airport shuttle service, and use of the hotel’s safe are all included. Guest: so what’s hot included in the price? Receptionist: Well, you will find a mini-bar in your room .Use of it will be charged to your account .Also, the hotel provides room services, at an additional charge of course. Guest: mm, ok, so what room am I in ? Receptionist: Room 487.Here is your key. To get to your room, take the elevator on the right up to the fourth floor. Turn left once you exit the elevator and your room will be on the left hand side. A bell boy will bring your bags up shortly. Guest: great, Thanks Receptionist: should you have any question or requests...
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...CHAPTER ONE 1. INTRODUCTION 1.1 Internship Period and Organization I began my internship program on 7th July, 2008 with Highness Hotel. The internship was to last for three (3) months and as a result my internship came to an end on 11th October, 2008. This was my first gain experience in the hospitality industry. Highness Hotel located at the border of Linkou Township and Gueishan (333, No: 28, Wen Hua 2 Rd, Gueishan, Taoyuan, R.O.C – Tel: 03-3275888). I was working in front desk department as a receptionist. Sisy Huang who was my supervisor, she also was my instructor in this summer internship program. She handled all of my various tasks and job operations in front desk department. 1.2 Internship Motivation I have always had an interest in hotel, and with my sister’s friend recommended I was able to acquire employment to work as an intern in Highness Hotel. My sister was a manager at one hotel in Singapore. She always told me the hospitality industry is vast, dynamic and growing rapidly. At the same time the market is constantly evolving, opening up many new kinds of job opportunities. Hospitality is not only hotels, resorts and restaurants. It is also cruise lines, conference centers, wellness centers and spas, airlines and sports facilities management. You can aim to be a general manager at a top hotel, but you can also choose to specialize in hospitality-related marketing, finance and accounting, event management, or human resources. As I was deciding to choose Travel...
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...before service, what attitude the waiters should have towards the guest and the impact on the restaurants reputation if the guest experience poor customer service. Preparation- Preparation is vital when preparing for service, without preparing all the plates, tables and menus there wouldn’t be no service. There are different roles of miser on place that need to be completed my members of front-of-house before service. It is essential that I don’t arrive late else this could have a negative effect on the whole service and could slow it down. I should arrive wearing the correct uniform, which would be all blacks, smartly dressed and clean. A smartly dressed waiter could reflect the restaurants standard of hygiene. It is important that the head waiter assign different role to the members of the front-of-house team so everyone knows exactly what their job is, and to ensure all the jobs are completed correctly. Cutlery All cutleries must be counted correctly so that every guest has the right amount of cutlery on their table without doing this a guest could have the wrong cutlery. All cutleries must be polished and laid out on the tables once the tables have been set out. Crockery All pieces of crockery must be polished, counted so every guest has the right crockery for their table. Once policed, the starter, main and desert bowls that need to be hot must be put in the hot cupboard. Glasses Check how many guests you have, polish the right amount of glasses and lay them out on...
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...58IEMI – CMHMBA 1 A | 10/04/2013 10/04/2013 2. Acknowledgment First off, I would like to thank my professional tutor during my internship in the Disneyland Hotel Mr. Ruben Hilberink, who allowed me to use his research on performance quality management while he was in college which inspired me in finding the company problem statement of this paper. While his research focused more in the implementation of performance management in the workplace in general, he advised me that it could be a good subject concerning the hospitality industry, precisely at the level of the reception where the performance can be measured easily. Following his advice and being interested by the subject, I therefore decided to study more precisely this process and how it was implemented, rightly or not, in the Disneyland Hotel. Apart from this person, I would also like to thank my manager Mr. Oliver Drutschmann who hired me as a Team Leader intern and allowed me to work in this environment, involving me in several projects such as the transformation process of the majority our standard rooms in terrace rooms situated in the main floor of our hotel (in order to get a higher average price / room) or empowering me and other team leaders in taking operational decision related to management. I had also the opportunity to work with a wonderful team, always available if needed and I’m grateful to them as my time at the Disneyland Hotel was very positive in terms of personal and professional experience. ...
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...Title: Executive Housekeeper Work Schedule: 40 hours a week. Learnt About Hotel I am currently pursuing my internship at Hilton Toronto Airport Hotel and Suites as a Trainee Supervisor in Housekeeping Department. The hotel is located at 5875 Airport Road, Mississauga just across international Pearson Airport. The Hilton hotel has 419 rooms freshly renovated with the modern concept of design and decor to give a pleasant and an eye appealing look to the viewers. Hilton Hotel provides all the basic necessities in the rooms for the comfort of both business as well as leisure travellers like comfortable bed, toiletries, hair dryer, coffee maker, iron and iron board, flat screen LCD TV’s etc. The rooms are stretched to two towers, North and South tower. North tower has 7 floors and south tower has 11 floors respectively. The Restaurant & Bar at Hilton Hotel named (Bliss) provides both buffet and a la carte menu for breakfast, lunch and dinner with a very pleasant atmosphere. The Hilton Hotel has huge banquet space of 22,000 sq ft comprises of 22 meeting spaces. Hilton Hotel provides the complimentary shuttle service for Airport every hour to their guests. Things Learnt While Working My internship at the Hilton Hotel started with the introduction to the housekeeping staff by the MJ (EX. Housekeeper) during the briefing at housekeeping office. Firstly, during my first week MJ gave me the brief introduction about the housekeeping operations to learn the basic things of...
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...First week in my OJT May 25 Friday Our on-the job training in Tempura Japanese Restaurant took-off with a brief orientation with the store manager. First, the trainees were introduced to the whole staff, followed by a tour inside the store premises-from the dining area, then to the bar and finally in the kitchen. During this tour, the manager gave us a few ideas on how it works and we have our first glimpse on how the restaurant operates. After that activity, he/she gave us our first on-site post: the entrance. We’re instructed to stay there and open the door for the guests. He/She also reminded us that it’s a must to greet the incoming guests with “Yokoso , Ma’am/ Sir” while outgoing customers must hear the words “Doumo arigatou gozaimasu”. May 26 Saturday On our second day on Tempura, the staff taught us the standard position for serving. At the end of this activity, we were expected to learn the basic steps on how to serve the guests efficiently, have an adequate proficiency about the menu including the right pronunciation for each dish. A staff also made a demonstration on table-setting. In this task, the demonstrator specifically pointed-out that the table was set in a specific manner that follows a strict standard.After the activity, we were instructed to go back to our first designated post and usher the guests. May 27 Sunday After two days of warming-up on our new environment, the trainees were able to catch up on the life in Tempura. Day 3 is an exciting day because...
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...General Submitted to: Mr. Reo Y. Yamuta Crown Regency Hotels History J. King & Sons Company, Inc., was founded in the 1950’s, it is a privately owned company based in Cebu City. The company started in the realty business operating warehouses, apartments and office spaces for rent. At present, the company has expanded to Tourism and Hospitality catering for both local and foreign tourists all over the Philippines. It has more than eight (8) establishments in operation in Cebu City and more than seven (7) outside Cebu Province. A majestic view of uptown Cebu City satiates the eyes at the 40-storey hotel tower, the Crown Regency Hotel and Towers. Comfort and luxury are the main components of each of the facilities and amenities for guests to enjoy during their stay. Elegance and sophistication are mimicked in the Presidential suites, spacious conference rooms and functions areas as well. Adjacent to this is the equally regal Tower 2, Club Ultima, which also hosts the 54 executive suites, dining areas and recreation facilities. The Crown Regency Hotel and Towers is the perfect union of an ideal location and impeccable service. A quality business and leisure hotel, Crown Regency Hotel and Towers is a place where service is beyond reproach and the warmth of welcome is sincerely Filipino. Located right at the heart of the city, in close proximity to the major points of commerce and recreation, and only half an hour away from the Mactan International Airport, the Crown Regency...
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...Interview Assignment Atlantis Paradise Island, Bahamas January 30, 2013 Odette Mayet, Assistant Guest Service Manager I chose to do my report on Atlantis in the Bahamas because it is the most amazing resort I have ever seen. It is a mega resort located on a beautiful white sand beach with an endless amount of things to do. My dad and I stayed here last November and had a fantastic vacation. We were even lucky enough to get a tour. When I called to do the interview, Odette Mayet was pleased to hear about my vacation and was happy to help me out. What is your title? What does your job entail? I am the Assistant Guest Service Manager. I work closely with the Guest Service Manager in making guests feel comfortable and welcome. We are also responsible for organizing, supervising and motivating our staff. How long have you been in the field? Did you take any training or schooling? I have been in the field for over thirty years. I studied at a hotel training school for two years. What do you like about the industry? My favorite part is watching guests have the time of their lives while making memories that will last forever. I also get to meet a lot of people on a daily basis. Many celebrities come through here too. What are your greatest challenges? It is hard to please everyone. I hate seeing unsatisfied guests. Issues come up every day and it’s my job to fix them. I also often have to work long and undesirable shifts. Who is your target market? Originally when...
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...Here comes to the end of my internship. I found these three months were tough yet remarkable and valuable. Firstly, for the overall feedback on the hotel, I found that all employees in InterContinental Hong Kong are attached to their own departments. All the employees no matter back officers or the one who serves and meets guest everyday will actually bring hotel the most benefits in terms of revenue and reputation. They have the equivalent aim of maintaining the hotel as the top five-star hotel in the world. In another point, although working in the hospitality industry is quite tough and hard, people in InterContinental Hong Kong always feel passionate about their job and always come with the warmest smile to both colleagues and guest. As I observed, the peer influence play an important role among employees. Take my department as an example; all the colleagues will act like family and friends to finish their work as soon as possible. They will also ease each other’s tension during busy slot. According to my observation, the management style in ichk is participative style. The participative style allows input of ideas from everybody. However, the aim and standard are still clear. It will be very effective when a group of employees are working together and the colleagues involved have enough experience. Moreover, the working environment is also essential that it can more or less encourage the colleagues to voice out opinions in different point of views. During the trainees’...
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...too, enjoy this business for the same reason. My day begins with a large cup of coffee. I like to arrive at work early so I can walk the property and greet the early-morning team members and check on the daily banquet functions. Every morning at 8:30 we have our daily operations meeting. This meeting is attended by our top lieutenants who run the day-to-day operations. The directors of sales, front office, housekeeping, and property operations are there, along with my executive assistant. At this meeting, we cover in detail our daily arrivals. With Hilton Hotel Corporation’s advanced technology, we have the capability of ascertaining which guests are new to the hotel, which are returning guests and how many times they have been here, which are new to any Hilton brand, and which have experienced problems in the past. We also know if guests have special preferences or requests. Our focus is to exceed guest expectations and increase customer loyalty. During this morning briefing, we also discuss our banquet events, arriving VIPs, and any and all comment cards from the night prior. It is a great way to jump-start the morning. The team members briefly describe their day and are sent off with their marching orders. I do enjoy helping every team member be their best. By this time, my email box is reaching capacity. What did we ever do before email, I wonder? I attempt to sift through and prioritize the messages. The majority of my day is spent at various times strategizing and...
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...Unit 2 Assignment 1 Job Description for Customer Service Assistant at Thorpe Park. I work as a Business Advisor for Business Link in the South East. Business Link provides advice and support to people who are thinking about starting a business, or to those who run an existing business and need advice on how to deal with a business issue or how to make the business grow. a. b. Here is a print screen from the Thorpe Park jobs website. The job involves excellent customer service in all areas of Thorpe Park; this is the main duties of Thorpe Park. Guest satisfaction is essential because if the guest has a disappointing time they will complain and it will affect all merlin attractions which will reduce profit. c. In an application form they ask for certain information PERSONAL INFORMATION 1. Personal Details Human Resources ask for personal details such as Full name and Title, Address, Telephone, Postcode, DOB, etc. This is so they contact you if needed; they’ll also need to know how far you live from the actual work place. They’ll also need to know your Date of Birth to make sure you are old enough to work in the job. 2. General Human Resources ask for Skills for life, the basic skills are GCSE English Language, Maths. This is because you need these skills for communication, reading, writing, and working out simple sums and equations during the work ethic. 3. References Human Resources ask for two references so they know what your previous skills are, whether...
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...company. In today's economy, there's no time to waste on workers who lack the necessary skills and motivation. I've got what you need. The attached resume details my extensive experience and training. If you choose to interview and hire me, you will not be disappointed. As my resume indicates, I possess more than 2 years of progressive experience in the customer service field. My professional history includes positions such as guest services/cashier at Babies R Us as well as a sales associate at macys. Most recently, my responsibilities as a guest service cashier at babies R us match some of the qualifications you are seeking. As the guest service cashier, my responsibilities included answering phone calls;assisting guest with different concerns and working with computers. I assisted in the successful completion of assisting guest accurately. My supervisor also relied on my ability to maintain front end guest services all by myself. I have attached my resume for your review and I look forward to speaking with you further regarding your available position. I'd be happy to provide greater detail about my skills and experience during an interview. Please call me at your earliest convenience. I am very interested in meeting to review your needs and possible solutions I could bring to the table. I am ready to put my expertise to work for the benefit of your organization. Regards, Ida Lewis...
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...states or countries who say them? How do they impact us emotionally and do they change the way we perceive and receive our experience in that place? Cultures around the world have many insightful and practical traditions and styles that can benefit a service mindset and in turn enhance service delivery. Let’s take a look at certain cultural traits and their potential impact in today's hospitality world and guest experience management. Consider how hospitality and business leaders and their teams may adapt some of these cultural traits and examples to benefit their own teams in guest and customer interactions. Note how these examples may serve as inspiration and motivation for a stronger service culture and more engaging guest experiences. The Spirit of Aloha: The Hawaiian Style of Hospitality I had the opportunity to live in Hawaii as a young girl. While there, I studied and performed Hawaiian dancing which required me to be completely immersed in and part of the Hawaiian culture and in turn the Aloha spirit. My teacher showed me how to tell stories through my hands, my eyes and body language in each dance that she taught. I learned first hand how Aloha is a way of life, an attitude and an authentic style of communicating from the heart. Thinking back to those moments and talking to those who experience Hawaii today, there are strong applications for that Aloha spirit in today’s service environment. This Hawaiian way of thinking offers unique insight into a way of interacting...
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