Resource Park

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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


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.


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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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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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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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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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.

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