Hospitality & tourism management.pptxHospitality & tourism management.pptx

HOSPITALITY
MANAGEMENT
Lecture notes
Assoc. Prof. Daniela Popova, PhD
Autumn, 2012

Defining the hospitality
The hospitality field, by definition, is a service
industry. Its task is to create shareholder
wealth by servicing and satisfying guests.
Industry segments include, among others:
hotels, restaurants, private clubs, managed
food service, event planning, tourism related
businesses, and travel providers. More often
than not, the product purchased is either
intangible or the perceived quality of the
product purchased is impacted by the
service method in which it was received.

Langhorn (2004) noted that in hospitality, the
service provider is “part of the product
itself”. For guests to be satisfied, they not
only must believe that they have received a
valuable service for their dollar, but also feel
valued and respected by the workers
providing the service (Kernbach & Schutte,
2005; Langhorn, 2004; Varca,2004;
Winsted, 2000).
Sheila A. Scott-Halsell, Shane C. Blum & Lynn Huffman (2008): A
Study of Emotional Intelligence Levels in Hospitality Industry
Professionals, Journal of Human Resources in Hospitality &
Tourism, Vol. 7(2), 135-152

Hospitality is:
- the act of kindness in welcoming and looking
after the basic needs of guests or strangers,
mainly in relation to food, drink and
accommodation;
- refers to the relationship process between a
guest and a host;
- the reception and entertainment of guests,
visitors, or strangers with liberality and
goodwill (Oxford English Dictionary);
- derived from the Latin word hospitare
meaning to “receive as a guest”

The hospitality industry
The Hospitality Industry include the
companies or organizations which provide
food and/or drink and/or accommodation to
people who are away from home.
http://www.edb.gov.hk/FileManager/EN/Content_6371/Introd
uction_to_Hospitality_Eng.pdf

The hospitality and tourism industry
(H&T industry) meets the needs of people
with kindness and goodwill while they are
away from their homes.
The H&T industry has four service sectors: food
and beverage, lodging, recreation, and travel
and tourism.
http://www.montana.edu/hhunts/MAFCS WEBSITE
DEVELOPED 2008/MAFCS 2007 Student Lesson Plans/Unit
Plan- adobe files/Lesson 1 Intro to H T Lesson Plan.pdf

- The H&T industry is about service. The
industry provides service to people when
they are away from their home,and
sometimes even when they are home. For
example, home delivery of food would be
part of the hospitality industry as would a
masseuse that does home visits or a cook
that does at-home cooking lessons or
catering.

- The H&T industry is about diversity.
There are small, large, privately owned, and
publicly owned businesses. There are people
of every socioeconomic class, cultural
background, race, age, and religion involved
with H&T, both in providing and receiving
the services. The H&T industry reaches
every corner of the globe, while providing
jobs, entertainment, food, transportation,
and a place sleep.

- The H&T industry is about
entrepreneurs. The H&T industry is full
of businesses that serve people and are
owned by a single person or family. This
means not only are there many H&T jobs
working for someone else, there is a lot of
H&T opportunity to work for yourself.
Worldwide examples of entrepreneurs
creating small businesses that became big
business are: McDonalds, Marriott
hotels,Holiday Inn hotels, Albertsons food
stores, and Southwest Airlines.

- The hospitality industry is complex. It
covers a wide range of jobs, locations,
activities, and economic brackets.
There are four sectors of the hospitality
industry: food and beverage, lodging,
recreation, and travel and tourism.

- The food and beverage industry, also
known as the foodservice industry,
consists of businesses that prepare food for
customers. The number of people employed in
foodservice industry is expected to double by
2015 to approximately 22 million people.
- Lodging, also known as accommodation, is
a place to sleep for one or more nights. A
business in the lodging industry provides a
place for people to sleep overnight. It can be
one of many sleeping places such as a fancy
hotel, a youth hostel, an elder hostel, a
campground, or highway side motel.

- Recreation is any activity that people do for
rest, relaxation, and enjoyment. The goal of
recreation is to refresh a person’s body and
mind. Any business that provides an activity
for rest, relaxation, and enjoyment in order
to refresh a person’s body and mind is in the
recreation business. Recreation businesses
are incredibly diverse because people have
varying ideas on what activities they
participate in for rest, relaxation and
enjoyment. There are four general types of
recreation businesses: entertainment,
attractions, spectator sports, and
participatory sports.

The travel industry is in the business of
moving people from place to place while the
tourism industry provides those people
with services that promote travel and
vacations. Busses, planes, cabs, boats, and
passenger trains are all part of the travel
industry while travel agencies, tour
operators, cruise companies, convention
planners, and visitors bureaus are all part of
the tourism industry.

Activity 1
1. What does the term hospitality mean to you?
Give a definition for hospitality.
2. What sections of the hospitality industry
have you visited or used?
3. Explain the different definitions or
explanations for hospitality. How does
hospitality impact on our lives?
4. Explain why do you think that this industry
attracts visitors to Cyprus.

Activity 2
2. Look at the table that your group has just
completed and compare the answers with
other groups.
Have you been to any of the above companies or
organisations? What services did you receive
from them? Were you satisfied with the way
you were treated by the company or its staff?
Did they understand what services you
wanted? Did they provide what you wanted
quickly and accurately? Was the staff
member friendly or rude? Based on the
discussion above, suggest five qualities or
traits that a successful staff member in the
hospitality industry should possess. Do you
or your group members possess any of these

The hospitality business and
you
Answer with a Yes, No or Sometimes
1. Can I talk to strangers?
2. Am I pleasant and courteous even when
under stress?
3. Am I at ease when using the telephone?
4. Do I generally look clean and neat?
5. Can I follow orders?

The hospitality business and
you
6. Do I accept criticism gracefully?
7. Do I like staying busy?
8. Do I do detailed work well?
9.Do I enjoy working with other people?
10.Do I enjoy helping people?
Give yourself 2 points for each yes, 1 point for
sometimes and 0 for no. If you scored 16pts.
or more you would make an excellent
hospitality worker

Characteristics of The
Hospitality Industry
- Shift work;
- The physical products of hospitality, e.g. food
and drink in a restaurant or the actual hotel
room, are products that are sold at a price to
the guests or customers (e.g. the price a
guest paid for renting a hotel room, or the
price a customer paid for buying a meal in a
restaurant). These are often regarded as the
tangible aspects of hospitality.;

- The qualities of staff and the way they deliver
the service are often more important than
the tangible products in making a hospitality
experience satisfactory or unsatisfactory or
these are the intangible aspects of
hospitality.;
- Inseparability of Production and
Consumption;
- Highly perishable product;
- No such thing as business
hours;
-Hospitality operations run on a 24 hour basis
all year round;

- One of the problems that the industry faces is
that hospitality workers are often minimum
wage earners who are unable to afford the
service that they are providing. For the
employees to be able to provide the necessary
level of service, they too must feel appreciated
and supported. They are, in fact, the internal
customers of their company. One of the
primary duties of hospitality managers is to
lead in such a way that both their internal and
external customers can find satisfaction
(Lewis, 2000; Sosik & Megerian,1999; Wong
& Law, 2002).

The objectives of hospitality
industry
1. Making the guests feel welcome personally
● This requires both a friendly manner on
your part toward the guest and an
atmosphere of “liberality and good will”
among the people who work with you in
serving the guest. That often translates
to an organization in which workers get
along well with one another.

industry
2. Making things work for the guests
● Everything needs to be clean and in working
order before the guests step foot on the
establishment. A hospitality system
requires a lot of work and the manager must
see that it is done properly and maintained
at all times.

industry
3. Making sure that the operation will
continue to provide service and meet its
budget
As a manager, the key to achieving this
objective lies in achieving a controlled
profitable operation. A good term
to describe this management concern
is “conformance to budget.”

Trends influencing the
hospitality industry
•Technology;
•More comfortable travel;
•Communication;
•Aging population;
•Early retirement
•Longer life span and better health in senior
years
•Political changes
•Two wage earner families
•Smaller families
•Change in consumer spending patterns

•Social impact
•Shorter work week
–Not so in US
–Europeans get more holidays
–Professions work more
•Downsizing causes more work
•More leisure time
•Short, last minute trips
•Seasonality not a factor
•Greater disposable income

Demand for leisure travel services will
continue to outpace that for business
travel
– there are now significantly more leisure
travelers filling airline seats, checking into
hotel rooms, and consuming other travel
services than business travelers, and this gap
will grow

More leisure travelers will select cruises
and timeshares as alternatives to
vacations that include conventional
lodging
– the popularity of cruising will continue to
grow, driven principally by the construction
and arrival of magnificent, new floating
"resorts" (and remarkably attractive pricing),
while timeshares will be in big demand as
more savvy travelers discover both the value
and flexibility of "owning" vacation time that
reflects their lifestyles and travel habits

Activities that promote stress reduction
will gain in popularity
– growing interest in "adventure" travel
notwithstanding, the pursuit of stress
reduction will remain the number one
motivator for the one-half of all active leisure
travelers who now feel they "don’t have
enough vacation time." This is likely to
translate into growing patronage of both
amenity and destination spas (by both women
and men), as well as the growth of amenity
spas in urban hotels that cater to business
travelers and meeting attendees

Meetings and conventions will drive the
recovery of demand for business
travel services
– individual business travelers will continue to
seek ways to do business without traveling,
while demand for travel services from
meeting and convention attendees will
continue to grow

Expect to be "fired" if you’re not wired
– hotels, resorts, conference centers, even
airline terminals that don't provide
high-speed Internet access will rapidly
discover the error of their ways as more
travelers, both business and leisure, demand
such access (and for free!) in an increasingly
wired world. And they’ll probably head
elsewhere if they don't get it.

Air travel will remain remarkably
affordable
– hard to believe given the unpredictable
nature of the cost of jet fuel and the fact that
half of all domestic airline seats are now
operated by bankrupt carriers, yet
unprecedented competition brought about
by transparent pricing for "undifferentiated"
brands will insure fares remain low relative
to the escalating cost of other travel services

Lodging rates will rise
– hotel room rates will continue to escalate
as operators manipulate yield to capitalize
on growing demand. "Upscale" and "Luxury"
operators are likely to be the biggest
beneficiaries of this trend as consumers who
traded up in the go-go '90s begin to indulge
once again

Travel agents will continue to morph
into sellers of "complex" and
"high risk" travel products and
services
– contrary to popular (and unenlightened)
opinion, travel agents will actually
consolidate and strengthen their position as
purveyors of "complex" and "high risk"
travel products including cruises,
all-inclusive vacations, multi-stop tours and
group tours

Consumers' utilization of the Internet
will continue to reinvent the
distribution and sale of travel
services
– although the actual percentage of business
and leisure travelers who use the Internet to
plan some aspect of travel is expected to
remain flat if not decline, the percentage
who go online to make reservations will
continue to grow

Transparent pricing will underscore the
urgent need for brand clarity
– techno-savvy consumers can now compare
prices for airline seats, hotel rooms, car rentals,
cruises, even complete vacations with just a
couple of clicks, so the question arises: who will
get the sale? The answer will be determined by
the "value" ascribed to the proposed transaction
which, in turn, will depend on the "clarity" of
the brands under consideration. Those that
stand for something relevant to the consumer
will ascend to the top of the list. Those that do
not will become vulnerable.

Trends Affecting the Future of
the Hospitality Industry
- Increasing competition;
- Emphasis on service;
- Customers’ growing value consciousness;
- Changes in marketing and management made
possible by technology;

Trends Affecting the Future of
the Hospitality Industry
- Increased responsibility for employees and
managers through employment;
- Greater diversity of the workforce;
- Customers’ concerns with security
- Consumers’ and governments’ concern with
sanitation
- Globalization

Industry Relationships
Travel Agents - responsible for
recommending destinations and making
bookings for travel and accommodation
Tourist Information Centers - the
hospitality industry relies on staff in
information centers to correctly advise
customers on the services it offers, such as
accommodation and food & beverage
services
Retail Outlets - helps attract tourists

Scope of the Hospitality-Tourism
Industry (Walker, 2007)

The success of the service
- Focus on the guest
- Understand the role of the guest-contact
employee
- Weave a service culture into education and
training systems
- Thrive on change

Disney Service Model
Smile
Make Eye contact
Respect and welcome all guests
Value the magic
Initiate guest contact
Creative service solutions
End with a “thank you”

“Seven Deadly Sins of Service”
- Apathy (absence of passion)
- Brush-off (To ignore or behave coldly
toward);
- Coldness
- Condescension (lack of respect)
- Robotics
- Rule book
- Runaround (form of evasive
excuses )

The activities of the hospitality
industry
Main business sectors in the hospitality
industry:
- Accommodation – To provide
accommodation (and usually food and drink)
to people who for whatever reason are away
from home
□ Food and beverage – To provide food and
beverage to local, commuting, transient
customers and tourists
http://www.edb.gov.hk/FileManager/EN/Content_6371/Introdu
ction_to_Hospitality_Eng.pdf

Classification of hotels
Criteria:
- Location: e.g. city centre hotels, suburban hotels,
airport hotels and highway hotels/motels
- Function: e.g. commercial hotels and convention
hotels
- Market segment: e.g. resorts, health spas,
timeshares/vacation ownership and casino hotels
- Distinctiveness of property: e.g. all-suite hotels,
boutique hotels, extended-stay hotels, historic
conversions and bed and breakfast inns
- Price and staff/room ratio
- Size: e.g. under 150 rooms, 151-300 rooms, 301-600
rooms, more than 600 rooms
- Rating (grading) : e.g. one-star to five-star or
one-diamond to five-diamond

Classification of hotels
Hotel Ownership
Another classification of hotels is by their
ownership, which can be:
- Private: An independent hotel owned by a
person/partnership/private company;
- Local group: Several hotels owned by a local
company
- International group: A hotel which is part
of an international chain of hotels

Types of hotels
- City centre hotels
- Suburban hotels
- Airport hotels
- Highway hotels/Motels
- Convention hotels
- Commercial hotels
- Resort hotels
- Spa hotels

Types of hotels
- Timeshares/Vacation ownership
- Casino hotels
- All-suite hotels
- Boutique hotels
- Extendedstay hotels/Serviced
Apartments
- Historic conversion hotels
- Bed and breakfast inns
(B&Bs)

Types of hotels
- Guest houses
- Hostels
- Cabins
-Villas/Chalets (usually found in
skiing and beach resorts)

Hotel management
Hotels can be operated in one of the following
ways:
- Independently owned and operated
These can be independent hotels, with no
affiliation, that are being managed by the
-owners of the properties.
- Management contract
Management contracts are hotel management
companies which operate properties owned
by other entities. In some cases, the hotel
owners may arrange to run their properties
through a management contract with a
company that specialises in managing
hotels.

Hotel management
The reason for this is that the owner may not:
- Have the necessary expertise;
- Desire to become involved in the operation of
the hotel;
Benefits for the hotel management company:
- Little or no up-front financing or equity
involved
- Manage the property for the contract period
such as five, ten or twenty years
- Receive a management fee during the contract
period

Hotel management
- Franchising
Some investors prefer to use the franchising
concept in running the hotel.Franchising in
the hospitality industry is a concept that:
- Allows interested investors to use a company’s
(the franchisor) name and business format
□ - Is made up of properties where the
franchisees agree to run the hotel in
accordance with the strict guidelines set by
the franchisor
- Allows a company to expand more rapidly by
using others’ capital

Hotel management
Benefits for the franchisee:
- Obtain from the franchisor the expertise in
doing business such as site selection,
planning, pre-opening training, operations
manuals, information management,central
reservation system, field support, quality
control, purchasing, advertising, marketing,
new products and concepts
- The franchisee has complete control and
responsibility over the daily operation of the
property
In return, the franchisor receives a joining fee
and an ongoing fee from the franchisee.

Hotel management
- Referrals
Referral associations, e.g. Leading Hotels of the
World (LHW), offer to hotels similar
benefits as franchising, but at a lower cost.
Some hotels choose to become a referral
property. This means that the property is
being operated as an independent hotel in
association with a certain chain. These
hotels refer guests to one another’s
properties and share a centralised
reservation system, a common logo, image,
or
advertising slogan. Hotels pay an initial fee to
join a referral association and further fees

Hotel management
As the property has already been physically
developed, the owner may want assistance
only with marketing, advertising,
management, or reservation referral. In
addition, guests may find more variation
among the referral properties as size and
appearance standards are less stringent than
those in a franchise agreement. However,
every hotel is assessed and checked regularly
to ensure that it maintains the highest
standards.

The Functions and
Departments of a Hotel
The day-to-day operations of a hotel are the key
factors determining the success or failure of
its service. It is necessary to understand the
structure of hotels in order to get an
overview of how the organisation fits
together. Regardless of the size of a hotel,
the organisational structure will be basically
the same. It is usually divided into several
distinct departments, each responsible for a
particular area of work. The larger the hotel
is and the more facilities it offered, the more
specialised the departments become.

The Functions and
Departments of a Hotel

Key executives in the hotel
General Manager
The main responsibilities of the general
manager (GM) include:
- Providing leadership to the
management team
- Coordinating the work of all
departments
- Participating in the formulation of
hotel policies and strategies
- Leading the hotel staff in meeting the
financial, environmental and community
responsibilities
- Assuming full responsibilities for the

Key executives in the hotel
Resident Manager
The main responsibilities of the resident manager
include:
-Holding a major responsibility in developing and
executing plans developed by the owner(s),
the general manager and other members of
the management team
- Checking on operations, providing feedback and
offering assistance when needed
- Completing, reviewing and summarizing
statistical reports and sharing them withthe
general manager
- Assuming responsibilities for the daily operations
and management of the hotel

Functions of major hotel
departments
Engineering
The engineering department is responsible for
maintaining the physical plant of the hotel
such as electricity, plumbing, air
conditioning, heating and elevator systems;
and for overseeing all mechanical and
technical conditions of the hotel.

departments
Security
Security is an important concern in every hotel.
The security department is responsible for
implementing procedures which aim at
protecting the safety and security of hotel
guests, visitors, hotel employees and the
hotel itself. Examples include monitoring
surveillance equipments, patrolling the hotel
premises and maintaining security alarm
systems.

departments
Human Resources
The human resources (personnel and training)
department is responsible for hiring,
orientation, training, wages and benefit
administration, labour relations, employee
relations, and staff development.
Food and Beverage
The food and beverage (F&B) department
provides food and beverage services to the
hotel guests and visitors through a variety of
outlets and facilities/services. Examples
include lounge, bar, coffee shop, restaurants,
banquet service, room service (also called
in-room dining) and cake shop.

departments
Sales and Marketing
The main functions of the sales and marketing
department involve generating new
businesses for the hotel, coordinating
advertising, as well as sales promotions and
public relations activities aiming at
enhancing the hotel’s image.

departments
Accounts
The accounts department is headed by the
financial controller who, as a key member of
the management team, can guide the hotel
to an increasing profitability through better
control and asset management. In addition,
this department is responsible for
monitoring all of the financial activities of a
hotel. Examples include overseeing accounts
receivable, accounts payable, payroll, and
cost control systems of the hotel; keeping
records of assets, liabilities and financial
transaction of the hotel; preparing the
monthly profit-and-loss statement,
coordinating with purchasing department
and information technology department,
and handling guests’ inquiries about billing.

departments
Rooms division

departments
The three main functions of the front office are
as follows:
1. Selling rooms
2. Maintaining balanced guest accounts
3. Providing services and information to guests
The front office department is headed by the
front office manager (FOM) whose main
duty is to enhance guest services by
constantly developing services to meet
guests’ needs.

departments
The FOM performs the following duties:
- Monitoring reservation status
- Looking over market mix and preparing
occupancy forecasts
- Determining rate structures and supervising
implementation of rate policies
- Reviewing previous night’s occupancy and
average room rate
- Reviewing arrivals and departures for the day
and the next day
- Making staffing adjustments needed for
arrivals and departures
- Reviewing the VIP list, checking VIP rooms,
meeting VIPs and entertaining them

Activity 3
1. Make a list of the variety of jobs in the front
office department.
2. Indicate the main duties of these jobs.
3. Develop a list of helpful communication
skills in this department.
http://www.edb.gov.hk/FileManager/EN/Content_6371/Introd
uction_to_Hospitality_Eng.pdf

The Housekeeping
Department
The housekeeping department requires the
following information from the front desk:
- Check-in, occupied and check-out rooms in
order to organise room cleaning
- Special requests from guests, such as baby cot
or extra blanket, etc., so that extra amenities
and services can be provided to guests
In return, the housekeeping department will
provide the actual room status to the front
desk for comparison with the computer
record which ensures that the front desk has
the correct room status. Any discrepancy
found will be double checked by the
Assistant Manager.

The Housekeeping
Department
The housekeeping department of a large-sized
hotel comprises of the following sections:
- Laundry department
- Uniform and linen room
- Housekeeping office
- Guest floors
- Public areas
- Health club
- Floral and plant arrangement

The Housekeeping
Department
The housekeeping department is responsible
for cleaning and maintaining the
guestrooms,public areas, office spaces and
back of the house areas in the hotel so that
the property is as fresh and attractive as its
first day of business. Although the roles that
housekeeping performs vary from one hotel
to another, the tasks performed by the
housekeeping department are critical to the
smooth daily operations of any hotel.

The Housekeeping
Department
Executive Housekeeper
- interviews, selects and engages staff in
conjunction with human resources manager
- training
- deployment
- prepares work schedules, work procedures
and job descriptions
- compiles duty rotas, holiday lists, etc.
- personnel records
- arranges supervision
- staff welfare
- orders and controls equipment, materials and
linen
- handles complaints
- key control

The Housekeeping
Department
- Assistant Executive Housekeeper
- Assistant Housekeeper
- Floor supervisor
- Room attendant
- Public area supervisor
- Cleaner
- Tailor and seamstress
- Uniform and linen room attendant

Food and Beverage
FOOD & BEVERAGE is a term the hospitality
industry uses to refer to all food and
beverage needs for an event, dining
experience or general catering. The food and
beverage department within a hotel consists
of many areas and personnel that cater to
internal or external guests.

Food and Beverage
Divisions
- Kitchens
- Restaurants
- Catering, internal and external
- Banqueting, internal and external
- Room service (In-room dining)
- Minibars
- Lounge bars
- Stewarding

Food and Beverage
Kitchens
A kitchen is a place for the storage and
preparation of food for consumption. In
some hotels, there may be a variety of
kitchens catering to different needs from
breakfast, luncheon and dinner to events
such as gala dinners and conferences. The
number of guests being catered for varies
depending on the size of the dining facilities
and kitchen,the number of staff employed
and the equipment being used.The purpose
of a kitchen is to produce the right quality of
food of the highest standard for
the required number of people, on time, by the
most effective use of staff, equipment and
materials.

Food and Beverage
Restaurants
A restaurant is a retail establishment that
serves prepared food to customers. Food is
generally for eating on the premises,
although ‘restaurant’ can also describe
take-out establishments and food delivery
services. The term covers many types of
venue and a diversity of styles of cuisine and
service. Restaurants can range from modest
lunching or dining places catering to people
working nearby, with simple food served in
simple settings at low prices, to expensive
establishments serving refined food and
wines in a formal setting.

Food and Beverage
Banqueting and catering (internal and
external)
A banquet, event or function can be described
as the service of food and drink at a specific
time and place, to a given number of guests
at a known price. Banquet is a term used to
describe a large formal occasion. Some
examples of hospitality functions include:
Business functions: Conferences, working
breakfasts, luncheons and dinners, meetings
Social functions: Gala dinners, anniversaries,
weddings

Food and Beverage
Stewarding Department
The correct cleaning, drying and storage of all
equipment used in the preparation and
cooking of food is critical to prevent the
spread of bacteria and cross-contamination.
Responsibilities of the Chief Steward are:
- Cleanliness of back-of-house
- Washing of pots and pans and other kitchen
equipments
- Cleanliness of glassware, china and cutlery
- Inventory of chemical stock
- Maintenance of dishwashing machines
- Pest control, where necessary

The Food and Beverage
Manager
The responsibilities of a Food and Beverage
Manager will typically cover a number of
areas. They will have the sole responsibility
for the day-to-day running of the F&B
department and ensuring budgetary controls
while overseeing pricing and purchasing in
all food and beverage areas. They will also be
involved in the recruitment and supervision
of a highly skilled F&B team and be
responsible for the creation and
implementation of seasonal F&B marketing
strategies including input into menu
planning.

Manager
Their responsibilities can also include:
- Dealing with all matters concerning spirits,
wines and beers.
- Ensuring that the profit margins are achieved
for each food and beverage outlet.
- Purchasing, receiving, storing and issuing
liquor as well as controlling the overall
inventory.
- Interviewing and selecting staff.
- Training of staff for supervisory level.

Manager
Their responsibilities can also include:
- Promotion of the beverage department and
marketing.
- Co-ordinating requests from other
departments within the hotel.
- Complying with health and safety
regulations.
- Holding regular meetings with section heads
to ensure that all departments are
working efficiently.

Food and Beverage
Restaurant Manager
A Restaurant Manager can also be referred to
as the maitre d' (short for maitre d'hotel
which literally means "master of the hall").
In a suitably staffed restaurant or hotel this
person is in charge of assigning customers to
tables in the establishment, and dividing the
dining area into areas of responsibility for
the various waiting staff on duty. He or she
may also be the person who receives and
records advance reservations for dining, as
well as dealing with any customer complaint
and making sure all servers are completing
their tasks in an efficient manner.

Food and Beverage
In some localities or traditions, particularly
small organisations like a single restaurant,
the post is also known as the headwaiter,
host or restaurant manager. Their duties
include daily operations, staffing and human
resources, legal aspects of the business,
accounting, finance, marketing, advertising
and public relations. Their duties also
extend to the followings:
- Responsibilities to the guests
- Responsibilities to the employer
- Responsibilities for health and safety
- Responsibilities for staff training
- Interviewing and selecting new staff

Food and Beverage
Assistant Restaurant Manager
An Assistant Restaurant Manager will assist the
Restaurant Manager in the organisation and
running of the restaurant. They will assume
full responsibility when the Restaurant
Manager is unavailable, on leave or absent.
Their duties will include daily operations and
staffing and will also extend to:
- Responsibilities to the guests
- Responsibilities to the employer
- Responsibilities for health and safety
- Responsibilities for staff training
- Helping and assisting the Restaurant Manager
with interviewing and selecting new staff

Food and Beverage
Station Head Waiter/Section Supervisor
This person is responsible for a team of staff
serving a set number of tables in the
restaurant or function; this is known as a
station.
Station Waiter
In larger hotels this position is sometimes
called a chef de rang. This employee will
work
under the direction of the Station Head Waiter
and serve guests.
Waiter/Waitress
This employee will work under the direction of
the Station Waiter and is usually an
apprentice or a person who is just beginning to
learn the skills of serving guests.

Activity 4
Describe the roles of the staff positions listed
below:

Food and Beverage
Kitchen organisation – key figures:
- Executive Chef
To become a Head Chef or an Executive Chef
takes many years of hard work with long
hours standing on your feet, working
unsociable hours at any time of the day or
night. It takes years to learn the skills and
knowledge necessary to become proficient in
different cooking methods and styles.

Food and Beverage
- Head Chef (le chef de cuisine)
In large establishments the duties of the
Executive Chef, Head Chef or person in
charge are mainly administrative; only in
small establishments would it be necessary
for the Head Chef to be engaged in handling
the food. The functions of the Head Chef
are to:
- Organise the kitchen
- Compile the menus
- Order the food
- Show the required profit

Food and Beverage
- Engage the staff
- Supervise the kitchen (particularly during
service hours)
- Advise on purchases of equipment
- Be responsible, in many cases, either wholly
or partially, for the stores, still room
and the washing up of silver crockery etc.
- Be responsible for guest satisfaction
- Ensure food quality and consistency

Food and Beverage
An Executive/Head Chef also has to work in
conjunction with:
• Other chefs and cooks
• Food and beverage staff
• Function staff
• Kitchen stewards
- Second Chef (le sous-chef)
The Second Chef/sous chef relieves the Head
Chef when they are off duty and is the Chef’s
'right hand'.

Food and Beverage
- Chef de Partie
The Chefs de Partie are each in charge of a
section of the work in the kitchen, such as
sauces and soups, fish, vegetables, larder or
meat. This is the job of the specialist. The
Chefs de Partie organise their own sections,
delegate the work to assistants and are in
fact the 'backbone' of the kitchen.

Food and Beverage
- Pastry Chef (le patissier)
All the sweets and pastries are made by the Pastry
Chefs, as well as items required by other
parties, such as vol-au-vents, bouchees,
noodles etc., and also the coverings for meat
and poultry dishes when pastry is required.
- Assistant Cooks (les commis chefs)
The Chefs de Partie are assisted by commis or
assistants, the number varying with the
amount of work done by the partie, e.g. the
vegetable partie is larger than the fish partie
due to the quantity of work to be prepared,
so
there are more assistants in that partie. The
Assistant Cook is usually capable of taking
over

Food and Beverage
- Apprentice (l’apprenti)
The apprentice is learning the trade and rotates
among the parties to gain knowledge of all
the sections in the kitchen.
Activity 5. Describe the role that an Executive
Chef would have in a large hotel in Cyprus
today. Use the criteria listed above and give
six important functions that you think would
be necessary for this position.

Conclusion
A business approach toward hospitality industry:
- be able to communicate with customers in the
hospitality environment;
- develop positive image and organisational
reputation;
- contribute to good customer service;
- avoid misunderstandings and complaints;
- follow organisational standards for personal
presentation, etc.

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