hotel staff training ppt

“, “width”: “800” } 3 part 1:course introduction—introduction to nature of hotel industryobjectives definition of hospitality industry full service vs. limited service hotels nature of hospitality industry factors affecting the hospitality industry { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/3/part+1%3acourse+introduction%e2%80%94introduction+to+nature+of+hotel+industry.jpg”, “name”: “part 1:course introduction—introduction to nature of hotel industry”, “description”: “objectives. “, “width”: “800” } 6 part 1:course introduction—introduction to nature of hotel industryrestaurants and food the defining feature of full service hotels is their restaurant. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/7/part+1%3acourse+introduction%e2%80%94introduction+to+nature+of+hotel+industry.jpg”, “name”: “part 1:course introduction—introduction to nature of hotel industry”, “description”: “services and amenities. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/8/part+1%3acourse+introduction%e2%80%94introduction+to+nature+of+hotel+industry.jpg”, “name”: “part 1:course introduction—introduction to nature of hotel industry”, “description”: “price. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/10/part+1%3acourse+introduction%e2%80%94introduction+to+nature+of+hotel+industry.jpg”, “name”: “part 1:course introduction—introduction to nature of hotel industry”, “description”: “iv. it has facilitated the ability to travel by increasing economic prosperity, leisure time, and the efficiency of transportation systems. the service is regarded as a play. “, “width”: “800” } 21 part 3 hotel organization chart and department functionsobjectives department functions hotel organization chart { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/21/part+3+hotel+organization+chart+and+department+functions.jpg”, “name”: “part 3 hotel organization chart and department functions”, “description”: “objectives. breakfast for one tastefully arranged on a tray and taken to a guest’s room is as important as catering to hundreds at banquets in conference rooms. purchasing and store room are under the direct control of this department, as well as the payroll master who is responsible for employees’ pay. “, “width”: “800” } 27 part 3 hotel organization chart and department functionsengineering or maintenance department the department maintains most of the equipment and machinery on the property and keeps it in working order. “, “width”: “800” } 33 chapter 1: hotel history and hotel organizationunit1: evolution of hotel industry unit 2: categories of hotels unit 3: hotel outline and its organization chart { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/33/chapter+1%3a+hotel+history+and+hotel+organization.jpg”, “name”: “chapter 1: hotel history and hotel organization”, “description”: “unit1: evolution of hotel industry. concept of time-sharing e. travel and tourism contribution to the economic clout in the world { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/37/unit+1%3a+evolution+of+hotel+industry.jpg”, “name”: “unit 1: evolution of hotel industry”, “description”: “d. concept of time-sharing. “, “width”: “800” } 39 unit 2: categories of hotelshotels classification according to their rates boutique hotel luxury / deluxe hotel upscale hotel mid-tier hotel and motel economy / limited service hotel { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/39/unit+2%3a+categories+of+hotels.jpg”, “name”: “unit 2: categories of hotels”, “description”: “hotels classification according to their rates. “, “width”: “800” } 43 unit 3: hotel outline and its organization chartfood and beverage department outlets kitchens and etc { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/43/unit+3%3a+hotel+outline+and+its+organization+chart.jpg”, “name”: “unit 3: hotel outline and its organization chart”, “description”: “food and beverage department. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/45/unit+3%3a+hotel+outline+and+its+organization+chart.jpg”, “name”: “unit 3: hotel outline and its organization chart”, “description”: “engineering or maintenance department maintains most of the equipment and machinery on the property and keeps it in working order. “, “width”: “800” } 51 unit 1: guest check-in and check-out procedurecheck-in procedure { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/51/unit+1%3a+guest+check-in+and+check-out+procedure.jpg”, “name”: “unit 1: guest check-in and check-out procedure”, “description”: “check-in procedure. “, “width”: “800” } 52 guest arrives at the hotel.guest without reservation-walk-in guest with reservation group/meeting group greet a guest and ask him/her whether he/she has a reservation or not. make a room key and ask the bellboy to test it. the rate is subject to 15% surcharge and any. “, “width”: “800” } 57 unit 1: guest check-in and check-out procedurepolitely ask the guest to return the room key inform housekeeping to look in the rooms for mini-bar consumption and forgotten items. “, “width”: “800” } 60 unit 1: guest check-in and check-out procedureincurred by 指定消费者为 of room no. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/61/unit+2%3a+job+descriptions+for+concierge+staff+and+working+procedures.jpg”, “name”: “unit 2: job descriptions for concierge staff and working procedures”, “description”: “pick-up a guest at airport, train station, passenger harbour or bus terminal. “, “width”: “800” } 62 unit 2: job descriptions for concierge staff and working proceduresescort a guest to his room inside the hotel get the room key from the front desk colleague or guest and conform the room no. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/64/unit+2%3a+job+descriptions+for+concierge+staff+and+working+procedures.jpg”, “name”: “unit 2: job descriptions for concierge staff and working procedures”, “description”: “handle a group’s luggage at arrival. if a colleague calls you to pick up luggage from the guest’s room, ask for guest’s name, room number, your colleague’s name and department. “, “width”: “800” } 69 unit 2: job descriptions for concierge staff and working procedureshandle group luggage on departure collect items according to the group room list. “, “width”: “800” } 71 unit 2: job descriptions for concierge staff and working procedureshandle luggage storage no matter how familiar you are with the guest, ask him or her to fill in the luggage tag-storage. the hotel is not responsible for any loss of damage of the deposited article and its contents. in the computer { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/74/how+to+provide+photocopy+service+for+a+guest+greet+the+guest.jpg”, “name”: “how to provide photocopy service for a guest greet the guest”, “description”: “unit 3: job descriptions for business center staff and working procedures. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/75/the+procedure+in+sending+a+fax.jpg”, “name”: “the procedure in sending a fax”, “description”: “unit 3: job descriptions for business center staff and working procedures. thank you!” { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/77/how+to+leave+a+voice+message.jpg”, “name”: “how to leave a voice message”, “description”: “unit 3: job descriptions for business center staff and working procedures. “, “width”: “800” } 80 how to provide meeting room rental for the guestunit 3: job descriptions for business center staff and working procedures how to provide meeting room rental for the guest { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/80/how+to+provide+meeting+room+rental+for+the+guest.jpg”, “name”: “how to provide meeting room rental for the guest”, “description”: “unit 3: job descriptions for business center staff and working procedures. of persons, if any equipment is needed, if drinks are to be provided, and the method of payment. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/82/unit+4%3a+job+descriptions+for+operators+and+working+procedures.jpg”, “name”: “unit 4: job descriptions for operators and working procedures”, “description”: “answer and transfer the outside call. “, “width”: “800” } 87 unit 4: job descriptions for operators and working procedureswhat if the guest is not in the room? { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/88/unit+4%3a+job+descriptions+for+operators+and+working+procedures.jpg”, “name”: “unit 4: job descriptions for operators and working procedures”, “description”: “how to take a message ask the caller’s name, his/her company’s name, a contact number and the message itself. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/91/unit+4%3a+job+descriptions+for+operators+and+working+procedures.jpg”, “name”: “unit 4: job descriptions for operators and working procedures”, “description”: “how to provide wake-up call service for the guest. “, “width”: “800” } 93 unit 4: job descriptions for operators and working procedureshow to handle fire alarm calls get the informer’s name. “, “width”: “800” } 95 chapter 3: housekeeping department (1)chapter objectives: know how to make a bed know the procedures in cleaning the guest bathroom know the procedures in cleaning the guestroom criteria in selecting the pesticide in pest control know how to clean the public area know how to do the carpet spot cleaning know the procedure in cleaning the offices and locker rooms grooming standard for hotel staff { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/95/chapter+3%3a+housekeeping+department+%281%29.jpg”, “name”: “chapter 3: housekeeping department (1)”, “description”: “chapter objectives: know how to make a bed. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/97/unit+1%3a+making+a+bed+how+to+make+a+bed.jpg”, “name”: “unit 1: making a bed how to make a bed”, “description”: “pull the bed away from the headboard and strip the bed. “, “width”: “800” } 101 unit 2: cleaning the guest bathroomhow to clean the guest bathroom clean the basin, vanity top and mirrors clean the bathtub clean the shower stall clean the toilet bowl clean the bathroom floor { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/101/unit+2%3a+cleaning+the+guest+bathroom.jpg”, “name”: “unit 2: cleaning the guest bathroom”, “description”: “how to clean the guest bathroom. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/102/unit+2%3a+cleaning+the+guest+bathroom.jpg”, “name”: “unit 2: cleaning the guest bathroom”, “description”: “remember to replenish the guest amenities such as. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/104/unit+3%3a+cleaning+the+guest+room+and+pest+control.jpg”, “name”: “unit 3: cleaning the guest room and pest control”, “description”: “attention: always clean the guest room in one direction, either clockwise or counter-clockwiseto. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/106/unit+3%3a+cleaning+the+guest+room+and+pest+control.jpg”, “name”: “unit 3: cleaning the guest room and pest control”, “description”: “methods used in controlling pests. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/109/how+to+clean+the+guest+lavatories.jpg”, “name”: “how to clean the guest lavatories”, “description”: “unit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/110/the+procedure+for+cleaning+public+rest+rooms%3a.jpg”, “name”: “the procedure for cleaning public rest rooms:”, “description”: “unit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/111/use+cleansers+for+the+wash+basins..jpg”, “name”: “use cleansers for the wash basins. “, “width”: “800” } 112 procedures in cleaning the outletsunit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room procedures in cleaning the outlets { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/112/procedures+in+cleaning+the+outlets.jpg”, “name”: “procedures in cleaning the outlets”, “description”: “unit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/115/how+to+do+the+carpet+spot+cleaning.jpg”, “name”: “how to do the carpet spot cleaning”, “description”: “unit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room. do dusting do vacuuming { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/116/unit+4%3a+cleaning+public+area+%2f+carpet+spot+cleaning+%2f+cleaning+the+office+and+locker+room.jpg”, “name”: “unit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room”, “description”: “how to clean the office. “, “width”: “800” } 118 procedures in cleaning the staff locker roomunit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room procedures in cleaning the staff locker room { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/118/procedures+in+cleaning+the+staff+locker+room.jpg”, “name”: “procedures in cleaning the staff locker room”, “description”: “unit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/120/the+detailed+grooming+standard+for+hotel+staff.jpg”, “name”: “the detailed grooming standard for hotel staff”, “description”: “unit 4: cleaning public area / carpet spot cleaning / cleaning the office and locker room. wash your hands frequently, it is essential to do so after using the toilet and before meals. the second step is to turn down the bed as follows: { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/125/unit+1%3a+providing+turn-down+service.jpg”, “name”: “unit 1: providing turn-down service”, “description”: “procedure in providing turn-down service. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/126/unit+1%3a+providing+turn-down+service.jpg”, “name”: “unit 1: providing turn-down service”, “description”: “fold bed cover and store it inside the luggage bench / cabinet. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/128/unit+1%3a+providing+turn-down+service.jpg”, “name”: “unit 1: providing turn-down service”, “description”: “have a look around to be sure everything is done before leaving the guest room. the first copy is for the guest and shows amount consumed. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/132/unit+2%3a+managing+mini-bar+beverage%2f+conducting+linen+and+uniform+inventory.jpg”, “name”: “unit 2: managing mini-bar beverage/ conducting linen and uniform inventory”, “description”: “there are two keys, one for the room attendant to take items out and put in the mini–bar in each guest room, the other key is for staff who restocks items in each floor pantry. the laundry supervisor, in charge of linen and uniforms, submits a monthly inventory report to the executive housekeeper, financial controller and the general manager. staff get one clean shirt for a dirty one handed in to the uniform room; another. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/140/unit+3%3a+checking+room+status.jpg”, “name”: “unit 3: checking room status”, “description”: “when a vc room is found to be vd ( vacant and dirty), call the office coordinator immediately to change the status. clean laundry is put in the guest room according to instructions, such as hung in the closet, or folded and put on the table. “, “width”: “800” } 145 unit 4: handling guest laundry普通服务:上午11:00前收取的衣物即日可送回 same day service: collected by 11:00, delivered on the same day. 加快服务(四个小时)下午2点钟前收取的最后的衣物,即日可送回,百分之五十附加费。 express service (4 hours), latest collection by 14:00, delivered on the same day. “, “width”: “800” } 147 dry cleaning / pressing itemsguest count 贵客点数 hotel count 酒店点数 dry cleaning / pressing items 干洗/熨衣 price rmb 价格(rmb) dry cleaning 干洗 pressing 熨衣 suit (2 pieces) 西装(二件/套) jacket / coat 外套 slacks / pants 西裤 shirt / blouse 恤衫 skirt 短裙 skirt ( full pleated) 打摺短裙 dress 连衣裙 dress (evening)/ tuxedo 晚礼服 vest 背心 sweater 毛线衣/羊毛衫 tie / scarf 领带/纱巾 overcoat / long coat 大衣 shirts return □ on hanger □ starch □ folded 衬衫交回 挂起 浆 折叠 plus 15% surcharge 加收15%服务费 total amount 总计 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/147/dry+cleaning+%2f+pressing+items.jpg”, “name”: “dry cleaning / pressing items”, “description”: “guest count. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/148/unit+4%3a+handling+guest+laundry.jpg”, “name”: “unit 4: handling guest laundry”, “description”: “remarks: should the list be omitted or not itemized, the hotel count will be taken as correct. “, “width”: “800” } 151 chapter 5: housekeeping department (3)chapter objectives: master categories of keys in a hotel job descriptions for an order taker how to handle the daily work report how to handle lost and found reasons in scheduling guest room maintenance { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/151/chapter+5%3a+housekeeping+department+%283%29.jpg”, “name”: “chapter 5: housekeeping department (3)”, “description”: “chapter objectives: master categories of keys in a hotel. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/152/categories+of+keys+in+a+hotel.jpg”, “name”: “categories of keys in a hotel”, “description”: “unit 1: controlling keys and master keys / job descriptions for an order taker. “, “width”: “800” } 156 job descriptions for an order takerunit 1: controlling keys and master keys / job descriptions for an order taker job descriptions for an order taker ensure guest satisfaction, that is, handle guest’s request promptly; communicate effectively by taking requests, writing them in certain log books and passing messages to relevant people or doing the follow-up job as well; { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/156/job+descriptions+for+an+order+taker.jpg”, “name”: “job descriptions for an order taker”, “description”: “unit 1: controlling keys and master keys / job descriptions for an order taker. be flexible and willing to do other jobs assigned from time to time { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/157/be+flexible+and+willing+to+do+other+jobs+assigned+from+time+to+time.jpg”, “name”: “be flexible and willing to do other jobs assigned from time to time”, “description”: “unit 1: controlling keys and master keys / job descriptions for an order taker. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/160/unit+2%3a+handling+the+daily+work+report.jpg”, “name”: “unit 2: handling the daily work report”, “description”: “how to handle daily work report as a staff on am shift. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/162/unit+2%3a+handling+the+daily+work+report.jpg”, “name”: “unit 2: handling the daily work report”, “description”: “at the end of your shift, your supervisor collects the report and gives it to housekeeping office. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/169/unit+2%3a+handling+the+daily+work+report.jpg”, “name”: “unit 2: handling the daily work report”, “description”: “provide turn-down service for both occupied rooms and new arrivals. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/170/unit+3%3a+handling+lost+and+found.jpg”, “name”: “unit 3: handling lost and found”, “description”: “how to handle lost and found items. “, “width”: “800” } 173 unit 3: handling lost and foundhow are items recorded and handled in the lost and found section? { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/175/unit+3%3a+handling+lost+and+found.jpg”, “name”: “unit 3: handling lost and found”, “description”: “a guest is not allowed access to the lost and found section. “, “width”: “800” } 177 date 日期 room no. 编号 description for the item 遗留物品名称 sent by 客房部送物 人 received by 洗衣房 接受人 returning date 送还日期 送物人 received by客 房部接收人 remarks 备注 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/177/date+%e6%97%a5%e6%9c%9f.+room+no.+%e6%88%bf%e9%97%b4%e5%8f%b7.+no.+%e7%bc%96%e5%8f%b7.+description+for+the.+item.+%e9%81%97%e7%95%99%e7%89%a9%e5%93%81%e5%90%8d%e7%a7%b0.+sent+by.+%e5%ae%a2%e6%88%bf%e9%83%a8%e9%80%81%e7%89%a9.+%e4%ba%ba.+received+by..jpg”, “name”: “date 日期. arrange for specific staff to be in charge of preparing necessary tools and cleaning detergents. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/181/unit+4%3a+scheduling+guest+room+maintenance.jpg”, “name”: “unit 4: scheduling guest room maintenance”, “description”: “engineering department and housekeeping do maintenance together, pay attention to the room category.







{ “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/184/unit+1%3a+serving+breakfast+in+a+chinese+restaurant.jpg”, “name”: “unit 1: serving breakfast in a chinese restaurant”, “description”: “how to open the outlet. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/185/unit+1%3a+serving+breakfast+in+a+chinese+restaurant.jpg”, “name”: “unit 1: serving breakfast in a chinese restaurant”, “description”: “how to set up breakfast table in a chinese restaurant. place a clean one on top of a dirty one and remove both from the table. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/189/unit+1%3a+serving+breakfast+in+a+chinese+restaurant.jpg”, “name”: “unit 1: serving breakfast in a chinese restaurant”, “description”: “how to load the rectangular tray to reduce breakage and improve efficiency. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/191/unit+2%3a+serving+chinese+lunch.jpg”, “name”: “unit 2: serving chinese lunch”, “description”: “a divided dish and a plate with snacks go between vinegar holder and soya dish that is in front of the bone plate. “, “width”: “800” } 197 unit 3: serving chinese dinnerhow to close the outlet place the dirty glassware, chinaware, etc in stewarding and clean them as well. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/197/unit+3%3a+serving+chinese+dinner.jpg”, “name”: “unit 3: serving chinese dinner”, “description”: “how to close the outlet. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/199/unit+4%3a+private+dining+room+%28pdr%29+service.jpg”, “name”: “unit 4: private dining room (pdr) service”, “description”: “how to prepare the pdr. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/200/unit+4%3a+private+dining+room+%28pdr%29+service.jpg”, “name”: “unit 4: private dining room (pdr) service”, “description”: “have all condiments and sauces ready according to the menu. cut in the middle of the fish and move the meat to both sides. “, “width”: “800” } 206 unit 1: breakfast buffet in a western restaurantmise-en-place for breakfast buffet in a western restaurant get the outlet key from security department or front desk. coffee cup is placed on a saucer with the handle at 5 o’clock and a teaspoon next to the handle. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/209/unit+2%3a+serving+lunch+%2f+dinner+buffet+in+a+western+restaurant.jpg”, “name”: “unit 2: serving lunch / dinner buffet in a western restaurant”, “description”: “vase with flowers goes in the center of table. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/210/unit+2%3a+serving+lunch+%2f+dinner+buffet+in+a+western+restaurant.jpg”, “name”: “unit 2: serving lunch / dinner buffet in a western restaurant”, “description”: “how to serve guests during the meal pull chairs out for guests when they arrive. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/213/unit+2%3a+serving+lunch+%2f+dinner+buffet+in+a+western+restaurant.jpg”, “name”: “unit 2: serving lunch / dinner buffet in a western restaurant”, “description”: “how to close the outlet. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/215/unit+3%3a+serving+a-la-carte+in+a+western+restaurant.jpg”, “name”: “unit 3: serving a-la-carte in a western restaurant”, “description”: “use the oval tray to carry more dishes at the same time. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/216/unit+4%3a+handling+guest+complaints.jpg”, “name”: “unit 4: handling guest complaints”, “description”: “reasons for guests to make complaints. third step is to summarize the situation and offer alternatives as a solution. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/218/unit+4%3a+handling+guest+complaints.jpg”, “name”: “unit 4: handling guest complaints”, “description”: “do’s and don’ts in handling complaints. “, “width”: “800” } 220 unit 4: handling guest complaintstips conducive to staff in handling guests’ complaints ignore personal remarks and insults as the guest is mad with the hotel, not with you. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/223/unit+1%3a+room+service+who+collects+the+doorknob+menus.jpg”, “name”: “unit 1: room service who collects the doorknob menus”, “description”: “the security patrol collects them at 02:00 hour and 05:00 hour every morning on each guest floor. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/225/unit+1%3a+room+service+present+the+bill+and+ask+the+guest+to+sign+it..jpg”, “name”: “unit 1: room service present the bill and ask the guest to sign it. “, “width”: “800” } 227 unit 2: setting-up a banquetmise-en-place coffee break have enough oblong tables for the number of people attending and cover them with table cloths. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/228/unit+2%3a+setting-up+a+banquet.jpg”, “name”: “unit 2: setting-up a banquet”, “description”: “lay out the tablecloth smoothly and fold it in properly. “, “width”: “800” } 230 unit 2: setting-up a banquetput a paper on table in front of each chair with pencils to the right showing hotel logo. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/230/unit+2%3a+setting-up+a+banquet.jpg”, “name”: “unit 2: setting-up a banquet”, “description”: “put a paper on table in front of each chair with pencils to the right showing hotel logo. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/233/unit+3%3a+serving+coffee%2c+tea%2c+and+cakes+in+a+lobby+lounge.jpg”, “name”: “unit 3: serving coffee, tea, and cakes in a lobby lounge”, “description”: “how to take beverage, dessert orders and place them. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/235/unit+3%3a+serving+coffee%2c+tea%2c+and+cakes+in+a+lobby+lounge.jpg”, “name”: “unit 3: serving coffee, tea, and cakes in a lobby lounge”, “description”: “how to serve guests. “, “width”: “800” } 238 chapter 9: security departmentunit 1: safety and fire prevention guidelines/ dealing with the fire situation unit 2: preventing theft unit 3: patrolling in the hotel unit 4: job descriptions for fire control center staff { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/238/chapter+9%3a+security+department.jpg”, “name”: “chapter 9: security department”, “description”: “unit 1: safety and fire prevention guidelines/ dealing with the fire situation. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/240/guidelines+for+safety+and+fire+prevention+in+the+hotel.jpg”, “name”: “guidelines for safety and fire prevention in the hotel”, “description”: “unit 1: safety and fire prevention guidelines/ dealing with the fire situation. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/242/unit+1%3a+safety+and+fire+prevention+guidelines%2f+dealing+with+the+fire+situation.jpg”, “name”: “unit 1: safety and fire prevention guidelines/ dealing with the fire situation”, “description”: “items in hotel storage are kept according fire prevention rules, such as they cannot be put adjacent to anything that creates heat (ex. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/243/what+areas+does+security+staff+usually+check+to+prevent+fires.jpg”, “name”: “what areas does security staff usually check to prevent fires”, “description”: “unit 1: safety and fire prevention guidelines/ dealing with the fire situation. “, “width”: “800” } 246 unit 2: preventing theftwhat can the hotel staff do to prevent theft? if suspects are found, staff questions them and send them to the police station if an act of crime is confirmed. an incident report will be filled in for the hotel’s reference { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/248/unit+2%3a+preventing+theft.jpg”, “name”: “unit 2: preventing theft”, “description”: “if an investigation shows that the hotel staff has nothing to do with the case, the above-mentioned people can help the guest to recall where he has been, which people have come to his room. “, “width”: “800” } 250 unit 3: patrolling in the hotelwhat does security staff need to do when patrolling the hotel? { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/250/unit+3%3a+patrolling+in+the+hotel.jpg”, “name”: “unit 3: patrolling in the hotel”, “description”: “what does security staff need to do when patrolling the hotel each and every security staff must be highly alert when they patrol the hotel. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/252/unit+3%3a+patrolling+in+the+hotel.jpg”, “name”: “unit 3: patrolling in the hotel”, “description”: “when security staff checks each guest floor, what is his focus they focus on the status of fire facilities and watch that guests are not using fire inside rooms. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/254/unit+4%3a+job+descriptions+for+fire+control+center+staff.jpg”, “name”: “unit 4: job descriptions for fire control center staff”, “description”: “handle an alarm according to procedures set up by security department. “, “width”: “800” } 257 unit 1: handling reservationjob responsibilities for reservation staff answer questions on the telephone or to a person at the desk, reserve rooms for specified (1) dates, send faxes to guests to confirm (2) booked rooms, produce reports of their work for the management etc.. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/257/unit+1%3a+handling+reservation.jpg”, “name”: “unit 1: handling reservation”, “description”: “job responsibilities for reservation staff. “, “width”: “800” } 261 unit 1: handling reservationiii. group instruction form { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/261/unit+1%3a+handling+reservation.jpg”, “name”: “unit 1: handling reservation”, “description”: “iii. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/264/property+knowledge+includes.jpg”, “name”: “property knowledge includes”, “description”: “unit 2: preparing for a sales call / negotiating with potential customers. “, “description”: “unit 2: preparing for a sales call / negotiating with potential customers. reasons of doing research about the competitors”, “description”: “unit 2: preparing for a sales call / negotiating with potential customers. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/271/how+to+make+a+professional+image+on+the+potential+customers.jpg”, “name”: “how to make a professional image on the potential customers”, “description”: “unit 2: preparing for a sales call / negotiating with potential customers. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/273/negotiation+can+be+a+win-win+situation+for+both+hotel+and+client..jpg”, “name”: “negotiation can be a win-win situation for both hotel and client. “, “width”: “800” } 276 unit 3: following up a sales calltypes of sales agreement / contracts between the hotel and its clients travel agency corporate account long-stay guest event/meeting arrangements { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/276/unit+3%3a+following+up+a+sales+call.jpg”, “name”: “unit 3: following up a sales call”, “description”: “types of sales agreement / contracts between the hotel and its clients. name, address of customer person in charge, contact number person who made booking, date meeting room requirements special arrangements such as banners, posters and directional signs { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/280/unit+4%3a+handling+visiting+patrons.jpg”, “name”: “unit 4: handling visiting patrons”, “description”: “what information does a function arrangement sheet contain name, address of customer. “, “width”: “800” } 283 chapter 11: accounting departmentchapter objectives: job descriptions for a general cashier how to do purchase requisition and how to handle it by purchasing department how to control hotel costs how can accounts receivable (ar) do the credit investigation before providing credit ratings for the clients? { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/285/unit+1%3a+job+descriptions+for+a+general+cashier.jpg”, “name”: “unit 1: job descriptions for a general cashier”, “description”: “safeguard money kept in the hotel by locking general cashier’s room from inside to prevent unauthorized entrance. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/286/unit+2%3a+purchasing+department.jpg”, “name”: “unit 2: purchasing department”, “description”: “how to do purchase requisition and how to handle it by purchasing department. if a customer wants to hold a birthday party in the hotel, sales or f&b staff fill in this form for him/her and then charge accordingly. this part to be completed by art studio.(该部分由美工室填写) price (rmb) 价格(人民币) cost: 费用. “, “width”: “800” } 295 unit 3: controlling hotel costscake order form 蛋糕预订表 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/295/unit+3%3a+controlling+hotel+costs.jpg”, “name”: “unit 3: controlling hotel costs”, “description”: “cake order form. “, “width”: “800” } 297 unit 4: daily control of accounts receivablehow to do the credit investigation before providing credit ratings for the clients by accounts receivable (ar)? { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/299/unit+4%3a+daily+control+of+accounts+receivable.jpg”, “name”: “unit 4: daily control of accounts receivable”, “description”: “how to get clients’ information about credit by accounts receivable (ar) clients’ profiles in the hotel, information provided by banks and credit brokers etc. two telephone lines are installed to handle this kind of request and engineers respond around the clock. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/304/unit+1%3a+handling+maintenance+requests.jpg”, “name”: “unit 1: handling maintenance requests”, “description”: “when a call comes in, relevant engineers are sent to deal with it then notify requisition department of the result, including problems that could not be handled right away and why. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/307/unit+1%3a+handling+maintenance+requests.jpg”, “name”: “unit 1: handling maintenance requests”, “description”: “how to handle an ordinary daily maintenance request (mr) mr is prepared in triplicate and approved by that department head or assistant. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/309/unit+1%3a+handling+maintenance+requests.jpg”, “name”: “unit 1: handling maintenance requests”, “description”: “engineering supervisor records completion time on the daily maintenance record then confirms with staff who did the work on quantity of materials used and calculates the cost. in case of emergency, a spare key is sealed in an envelope and put beside the toolbox. in case of emergency, a spare key is sealed in an envelope and put beside the toolbox. damaged or lost tools will be examined and if necessary, the concerned staff or i will pay for it (them) according to hotel policy. in case of loss or damage by misuse, i will replace them or allow a deduction from my salary for their replacement. “, “width”: “800” } 322 unit 2: managing engineering toolstools disposal application form tools disposal application form 工具磨损、报废申请单 tools decription 工具名称 model 型号 quantity 数量 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/322/unit+2%3a+managing+engineering+tools.jpg”, “name”: “unit 2: managing engineering tools”, “description”: “tools disposal application form. “, “width”: “800” } 324 unit 3: preventive maintenance work planshow to make preventive maintenance work plans it depends on the situation. “, “width”: “800” } 327 unit 3: preventive maintenance work plansreasons of doing preventive maintenance plan expand life spans and keep cost low on equipments and facilities used in the hotel { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/327/unit+3%3a+preventive+maintenance+work+plans.jpg”, “name”: “unit 3: preventive maintenance work plans”, “description”: “reasons of doing preventive maintenance plan. “, “width”: “800” } 329 unit 4: yearly maintenance details in hotel guest roomswhat kind of maintenance belongs to a high voltage category? { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/334/unit+4%3a+yearly+maintenance+details+in+hotel+guest+rooms.jpg”, “name”: “unit 4: yearly maintenance details in hotel guest rooms”, “description”: “water pipes to see if everything works properly or have any. “, “width”: “800” } 339 unit 1: interviewing and recruiting new staffsimple application form { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/339/unit+1%3a+interviewing+and+recruiting+new+staff.jpg”, “name”: “unit 1: interviewing and recruiting new staff”, “description”: “simple application form. “, “width”: “800” } 341 unit 1: interviewing and recruiting new staffwhat information should an interviewer get from the job applicant? do not go in and out of the room to deal with job related issues. do not go in and out of the room to deal with job related issues. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/348/unit+2%3a+orientation+and+training+for+new+employees.jpg”, “name”: “unit 2: orientation and training for new employees”, “description”: “function of the training section in the hotel. it is to define the rights and obligations of both parties i.e. “, “width”: “800” } 357 unit 4: performance evaluation, motivation and career advancementconditions for career advancement the individual’s good performance, opportunity to advance, superior’s recognition of employee’s hard work company’s expansion etc. “, “width”: “800” } 364 chapter 14: trends for hospitality industrydisadvantages of the alliance are: conflicts among parties as to what type of alliance they are consummating ; possibility of pitfalls and high divorce rate; performance evaluation problems { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/364/chapter+14%3a+trends+for+hospitality+industry.jpg”, “name”: “chapter 14: trends for hospitality industry”, “description”: “disadvantages of the alliance are: conflicts among parties as to what type of alliance they are consummating ; possibility of pitfalls and high divorce rate; performance evaluation problems. electronic hand-held order-takers in restaurants ( with a direct link to the kitchen and guest account). “, “width”: “800” } 374 definition of demographics structure of a questionnaire part 7 how to conduct scientific research in social science with analytical software objectives definition of demographics structure of a questionnaire tips in making a questionnaire basic operations about spss and amos { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/1593672/5/images/374/definition+of+demographics+structure+of+a+questionnaire.jpg”, “name”: “definition of demographics structure of a questionnaire”, “description”: “part 7 how to conduct scientific research in social science with analytical software. stock control inventory is often referred to as the graveyard of business because over investment in stock is a frequent cause of business failure.

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