[PDF] [PDF] Hospitality and Tourism Management Program - FRLA

[PDF] Meetings, Incentives, Conventions and - Education Bureau

is being developed by the Personal, Social and Humanities Education Section of Usually, the incentive trip comes with hotel stays, tour packages and planned The event planners also need to book well before the event in order to select

[PDF] Private Selection Hotels & Tours und Graubünden Ferien spannen

10 sept 2020 · Private Selection Hotels Tours führt für Graubünden Ferien neue Alpine Circle Touren mit innovativer «Hop on Hop off»-Zugreise» durch

[PDF] Hospitality and Tourism Management Program - FRLA

of hotel caters to business travelers, tour groups, small conferences, and the Guests attending an event in this type of hotel will likely spend the majority of their 

[PDF] Developing strategies to strengthen the resilience of hotels to disasters

The combination of the probability of an event and its negative consequences ( UNISDR 2009) ism and disaster risk management, private sector (e g hotels, resorts and tour operators) and hotels, hotel and tourism associations, tour operators, government agencies Disaster risk profiles of the selected destinations; 2

[PDF] Developments and challenges in the hospitality and tourism - ILO

participants, selected after consultations with the respective groups of the Defining the hotels, catering and tourism sector and the scope of the issues paper X Statement of Commitment to Sustainable Tourism Development, Tour Operator Reliance on family members – or private or public services – for childcare

[PDF] THAILAND I VIETNAM I CHINA I JAPAN I HONG - Destination Asia

experience working with DMCs, Tour Operators, Hotels and Event Management Alvin has more than 25 years of personal involvement in the cruise industry, during which time he Destination Asia Laos to develop a selection of programs

[PDF] WELCOME TO EXECUTIVE HOTELS & RESORTS

The Executive Royal Hotel's rooms are all outfitted with Keurig coffee makers, The luxurious 201-room Executive Royal Hotel Calgary offers an assortment of accommodation choices to fulfill the Our Catering Experts will help you personalize your event and we can make the private tours throughout the City and Wine

[PDF] TRAVEL TRADE - Destination BC

operators (RTOs), tour operators, wholesalers, travel agents, and online travel agents (OTAs) Canada, RTOs create a selection of group and/or independent (e g an airline or hotel) and the retail travel agent in web address to their clients with their personal recommendations This protects all parties, and clearly 

[PDF] CELEBRATIONS & CORPORATE FUNCTIONS PACK - Beach Hotel

arrange a venue tour We look forward Ideally situated close to beautiful beaches, the Beach Hotel is perfect for your special event We offer a stylish and private function room with all facilities Selection of cereals – corn flakes, nutri- grain

[PDF] Eventail - France

[PDF] eventexpo 27frans - France

[PDF] eventi - Italie

[PDF] Eventi - Switzerland Global Enterprise

[PDF] EVENTI LETTERARI MONTE VERITÀ Utopia e amore Ascona, 14 - Festival

[PDF] Eventia Analyzer - Westcon Security - France

[PDF] eventing course design practical building clinic hobby horse farm - Conception

[PDF] eventing info - Anciens Et Réunions

[PDF] Eventlocation MS

[PDF] Eventrations situations difficiles - Chirurgie - Santé Et Remise En Forme

[PDF] Events

[PDF] events - Musée d`art contemporain de Montréal - De L'Automobile Et Des Véhicules

[PDF] events - Zell am See

[PDF] events 2007 - alessandroponte.com

[PDF] Events 2009 - Anciens Et Réunions

Year 1

Hospitality and

Tourism Management

Program

Chapter 1 - Hospitality and Tourism

T

Scope of the Industry

Section

1.4

Accommoda

tions

Hotels

Resorts

Motels

Hostels

Vacation rentals

Vacation ownership

Bed & Breakfast properties

Recreational vehicles

and camping

Transportation

Airlines

Cruise lines

Rail

Car rentals

Tour/coach operators

Taxis

Bus lines

Food and Beve

rage

Restaurants

Full-service

Fine dining

Quick service

Bars and loungesZoos

Attractions

Theme parks

National, state, and local parks

Natural wonders

Heritage sites

Chapter 1 - Hospitality and Tourism

Resort Hotels

Vacation Ownership Properties

Casino Hotels

Conference and Convention Centersȯȱȱȱȱȱȱȱȱ

Bed and Breakfast Hotels

Other Travel Accommodations

Cruise Ships

Chapter 4 - Guest Experience Cycle

Guest Service GOLD

Section

G 4.4

Chapter 4 - Guest Experience Cycle

Authenticity: Keep It

RealIntuition: Read the NeedEmpathy: Use Your HeartChampion: Be a Guest Hero

Delight: Provide a

SurpriseDelivery: Follow ThroughInitiative: Make the

Effort

Professional Certication

Chapter 4 - Guest Experience Cycle

Guest Recovery

Section

G advocacyǯȱ 4.5 TERMS YOU

SHOULD

KNOW

Advocacy - the action of

supporting a cause, situation, or need based on the facts and feelings of those involved.

Compensation - something

given or received as an equivalent for loss of services or guest inconvenience.

Chapter 4 - Guest Experience Cycle

TERMS YOU

SHOULD

KNOW

Liability—the fault imposed

against a business for injuries that occurred on the business"s property or as a result of negligent activities by employees.

Make It Right

Chapter 4 - Guest Experience Cycle

Advocacy

Advocacy has two components:

Chapter 6 - Communication

Types of Communication

Section

ȱȱȱȱĴȱȱȱȱe-mail. Verbal communication is the use of words, phrases, and sentences during a spoken conversation. Nonverbal communication involves things people say without words such as body language. 6.2 TERMS YOU

SHOULD

KNOW

Jargon - the vocabulary

peculiar to a particular industry, profession, or work group.

Written

communication:

Use correct grammar,

spelling, and punctuation

Be brief and to the

point

Write for easy reading

Provide accurate

information and facts

Use to keep a record of what is said and done

Send to those who need to be involved

Verbal

communication:

Know your audience

(who are you speaking with)

Listen ?rst, speak

second

Ask questions for

clari?cation

Repeat the facts back to the other person

Stay focused on the topic being discussed

Be respectful and speak in a professional tone of voice

Avoid slang or

unfamiliar jargon

Nonverbal

communication:

Speak without words

Can change the

meaning of the words spoken

Never invade a

person"s personal space Use eye contact/movements carefully (could be seen as disrespectful)

Use touch carefully (could be seen as

disrespectful)

Use body language

that always shows respect and value for everyone

Chapter 6 - Communication

Communicating Effectively With Guests

Section

6.3 G uest communication involves providing a variety of information including giving directions, answering questions, solving problems, and dealing with issues. Learning how to accomplish communicate. Consequently, it is important to remember that the signals you send should produce a sense of trust and understanding and avoid causing a sense of distrust o r confusion. The hospitality and tourism industry depends on employees able to build a strong sense of trust and caring in guests and co-workers through the strong use of the two communication styles. Verbal Communication = 38 percent of what others understand when you communicate. Nonverbal Communication = 62 percent of what others understand when you communicate. communicated nonverbally)

Pineapple Fun Fact

In the 1950"s, Booth One at Chicago"s famous

Pump Room restaurant was the most coveted

seat by celebrities. This booth was unique because it hosted a dedicated phone line at the table which allowed diners to make overseas calls while eating.

Chapter 6 - Communication

Nonverbal Body Language and Vocal Quality

Nonverbal communication, or body language, is a vital form of communication.

When someone

interacts with others, he or she will continuously send wordless signals . These are all known as nonverbal

signals and they typically include the gestures we make, the way we sit, how fast or how loud we talk,

how close we stand, and how much eye contact we make. Each one sends a strong message to guests and co-workers. Often, the words being spoken get lost because the person"s body language shows he or she is not being sincere. For example, an employee is saying “welcome, we"re glad you are here" to a guest but has a frown

on his or her face and is speaking in a harsh tone of voice. Will guests feel welcome or unwelcome in

and the business. Verbal and nonverbal actions have to match and send the same message. By making sure both are the same, hospitality and tourism employees can prevent misunderstandings, make certain guests

expectations are met, assist fellow co-workers correctly, and solve problems to everyone"s satisfaction.

Body language

Vocal quality

Chapter 7 - Front Ofce Operations

9 1 2 3 4 5 6 7 8 Fulll

Special

Requests

Issue Key

CardsPreregistration

Registration

Record

Room and

Rate

Assignment

Method of

Payment

Post

Charges to

Guest FolioProcessing

Additional Guest

Charges/Fees

Verify

Guest"s

Identify

Guest Registration

Cycle

The Registration Cycle

The registration cycle is made up of nine steps. The cycle starts before the guest arrives and ends once the guest has departed the property. Each step builds on the previous one and should be accomplished in the correct order. This will ensure the front desk representative completes every task correctly. 1. 2. Registration RecordȯȱȱęȱȂȱȱȱȱȱǰȱǰȱȱ 3.

Room and Rate Assignmentȯȱȱȱȱȱȱȱȱȱȱȱǰȱȱǰȱȱǰȱȱȱǯ

4. Method of Payment—determines how the guest plans to pay at the end the stay. 5.

Post Charges to Guest Folio—occurs for every night of the guest"s stay and when a purchase is charged back to the guest"s room to be paid during bill Ĵǯ

6. Verify Guest"s Identify—follow property policy for requesting a guest present a government 7. Issue Key Cards—issues key cards to guest for use during his or her stay. 8. 9.

Processing Additional Guest Charges/FeesȱǻǰȱȬǰȱȱǰȱǯǼȯęȱȱȱ

Chapter 7 - Front Ofce Operations

Guests and the Front Desk

Section

7.6 N guests pass repeatedly throughout a stay. This means that a lot of addit ional duties will often fall to

Providing Guest Comment Cards

Ĝȱȱȱȱȱȱȱȱȱȱȱȱȱgeneral manager for processing.

Maintaining the

Reader Board

ȱȱȱ - accepts and processes special needs requests to the

Providing Guest Recovery

- handles ȱȱȱęȱȱȱȱȱȱ

guest situation. The goal is to convert the guest"s dissatisfaction into satisfaction with the situation.

AdA The

Americans with Disabilities

Act (ADA) requires properties to

make reasonable accommodation for guests with special needs.

Chapter 7 - Front Ofce Operations

The Financial Reporting Cycle

Section 7.7

D the ȱȱȱȱǯȱȱȱȱȱȱęȱȱȱȱ

Financial Reporting Cycle

Pre-Arrival

(Reservations)

Arrival

(Registration)

OccupancyDeparture

(Check-Out and Settlement)

Assign room rate

Establish guest folio

Accept room guarantee/

deposit Secure guest's form of payment Conrm guest's nancial transactions, such as:

Conduct night audit

all occupied guestrooms in Property Management

System (PMS)

Complete front ofce

accounting functions, such as: payments received to guest folios

Guestroom Cleaning Sequence

Step 1—Prepare to Clean

Step 2—Clean Guestroom

Step 3—Check Guestroom Condition

Room Inspection

Reporting

Guestroom

Maintenance Issues

Working Together: Housekeeping and Facilities Maintenance Departments Interdepartmental Communication of Guestroom Repairs

Chapter 8 - Executive Housekeeping Operations

Housekeeping Positions

Section

T

Housekeeping Manager

Floor SupervisorȯǰȱǰȱȱȱȱȱȱȱȱĴǰȱ

Floor Attendant

Laundry Manager

8.4

Public Space

Public Space Cleaner

Employee Schedules

Dates

Shift times

Work assignmentȯȱȱȱȱȱȱȱȱȱȱȱȱ

Green Practices

Hotels used to change and launder linens

each day. However, new green practices in hotels are educating and encouraging guests to indicate to housekeeping that last night"s towels may be reused and the linens may remain on the bed for another night.

Chapter 8 - Executive Housekeeping Operations

Inventory

Section

T he ȱȱȱȱȱȱȱȱ 8.5 Terms you should know

Par - the number of each

recycled inventory item that needs to be on hand to support daily, routine housekeeping operations.

Recycled Inventory

Non-recyclable Inventory

Minimum Quantityȯȱȱȱȱȱȱȱȱȱȱȱȱȱǯ Maximum Quantityȯȱȱȱȱȱȱȱȱȱȱȱȱȱ Comparison of Par Stock and Actual Usage for Guest Amenities

Guest Supplies

Par Stock For One Month

Actual Usage For One Month

Item

Potential Usage Per

Occupied RoomForecasted Number

quotesdbs_dbs20.pdfusesText_26