Модуль 3: Сервис в гостиничном бизнесе. Этика и этикет в гостиничном бизнесе.

Text5 Service Activity in Hotel Business

The hotel is an enterprise rendering service to the people, which are out of doors. The service of the placing and the nourishment is the leading one at the hotel.1) The hotel apartments are the basic element of the placing service. They are intended for the rest, sleeping and work of the guests. In additional the placing service includes the service, which is done by the personal of the hotel. These are reception and official registration of the guests, cleaning the rooms and others. The nourishment consists of different processes: · process of production (preparation of dishes), · trade process (sale of the food products),· service process (service of the guests by the waiters at the restaurant, in the rooms). The additional service includes swimming-pools, conference halls, hair-dressers, massage-room and many other things. The hotel is distinguished by the additional service among other hotels. Therefore this service is very important by the forming the attractiveness of the hotel. Among the main services one can also distinguish the reserving the place, the facilities, the receiving and the service of the exploitation of the apartment fund. 2) The service of the nourishment, the placing service and the additional service are formed differently. Thus one can designate several types of the hotels. The first class hotels are usually situated in the center of the city. The skilled staff ensures the high level of the service. The clients of this kind of the hotel are businessmen, participants of the conferences and other rich men. The health-resort hotel is situated in the health-resort country. It includes the medical service and the dietary nourishment. The motel is located near the motor roads and in the suburbs. The clients of the motel are tourists, particularly motor tourists. The middle class hotels render the broad service. The prizes depend on the situation of the hotel. The leading types of the hotels are the business and health-resort ones, because 50% of the journeys are made with business purpose, and holiday are treatment purpose determines 40% of the journeys. The hotels are classified by the level of the comfort, the capacity of the hotel, the purpose of the hotel, the situation of the hotel, the duration of the work, the providing with the nourishment, the duration of the stay at the hotel, the level of the prices. 3) The peculiarities of the hotel service are: a. the processes of the production and the consumption are not synchronous. This means that several kinds of service do not connect with the presence of the client (cleaning the rooms), b. Limited possibility of the keeping, c. Urgency of the service. The problem concerning the service must be solved very quickly. The urgency and the situation of the hotel are the most important factors by the choice of the hotel, d. The broad participation of the staff in the production process. Personal service cannot be mechanized or automated. Some technologies are being instituted to speed up routine tasks, but the human element is the determining one in the hospitality business. Therefore the problem of the standardization is significant in the lodging industry. The standards of the service are worked out at many hotels. They are the rules of the service, which guarantee the level of quality of all operations. These are the time of the official registration, the knowledge of foreign languages and the out-word appearance of the personal. The work at the hotel brings the employee into contact with people from all walks of life. Guests will include the wealthy and the poor, engaging and obnoxious. Each guest offers the employee an opportunity to learn more about human nature. Employees not only have direct responsibility for guest service, they also have the benefit of witnessing the guests’ satisfaction. The managers generally need more hands-on experience before assuming managerial positions. The skills of understanding, motivation and directing people can best be developed through experience.

Questions:

1. What does the word “hotel” mean?

2. What are the main services?

3. What does the placing service include?

4. What does the additional service include?

5. What are the types of the hotels?

6. What are the leading types of the hotels?

7. How are the hotels classified?

8. What are the peculiarities of the hotel?

9. What are the rules which guarantee the level of quality of all operations?

10. Do guests help the employees learn about human nature?

Text6 Business Ethics and Etiquette

Ethics is the system of moral principles, rules of conduct, and morality of choices that individuals make.

Business ethics is the application of moral standards to business situations. Business ethics has become a matter of public concern.

All business people face ethical issues daily, and they stem from a variety of sources. Although some types of issues arise infrequently, others occur regularly. Let’s take a closer look at several ethical issues:

1. Fairness and Honesty. Fairness and honesty in business are two important ethical concerns. Besides obeying all laws and regulations, business people should refrain from deceiving, misrepresenting, or intimidating others.

2. Conflict of Interest. Conflict of interest results when a business person takes advantage of a situation for his or her own personal interest rather than for the employer’s or organization’s interest.

3. Communications. Business communications, especially advertising, can present ethical questions. False and misleading advertising is illegal and unethical, and it can infuriate customers.

But there is some difference between business ethics and etiquette. Etiquette means rules for formal relations or polite social behavior among people in a society or a profession. If you are a manager you should stick to the following rules in your everyday activities:

Don’t order, ask and be polite.

Remember that people work with you, not for you. They like to be treated as associates, not slaves.

Keep your promises, both important and less important promises.

Criticize, if you must, only in private—and do it objectively.

Never criticize anyone in public or in anger.

1. What is ethics?

2. What is business ethics?

3. What ethical issues do you know?

4. What is the difference between business ethics and etiquette?

5. What rules should a manager stick in his everyday activities?

6. Do some types of issues arise infrequently?

7. What advertising is illegal and unethical?

8. What is conflict of interest?

9. Has business ethics become a matter of public concern?

10. What are two important ethical concerns?

Text7 Food Service

Food service is a feature of hotels. Catering, providing food and drink for guests has always gone together with accommodation.

A hotel may have several restaurants or no restaurants at all; the number and type of restaurants varies as well. A major chain hotel generally has a bar of cocktail lounge and two restaurants: a signature or upscale formal restaurant casual coffee-shop type of restaurant. These restaurants cater to both hotel guests and to general public. Hotels also normally provide room-service food and drink that are brought to the guest’s room.

The rate when the hotel offers accommodation and breakfast has got name of “bread and breakfast”. The rate when the hotel offers accommodation, breakfast and one full meal has got name of “half board”. And the rate when the hotel offers accommodation and three meals has got name of “full board”. In recent years, because of increased guest expectations, hotels have placed greater emphasis on food and beverage preparation and service.

As this industry basically deals with the service of food provided to the people, so this industry includes lots of methods of service of food.

Different Types of Service Offered by the Hotels:

Table Service:

Customer is seated and menu is presented to the guest, service and clearance is provided by the staff. It is the most common service that is followed in a normal restaurant. Under table service we have following different Services:

Silver Service/English Service: Often referred to as “Host Service” because the host plays an active role in the service. Food is brought on pattern by the waiter and shown to the guest for approval, after that food is served and is also cleared by the waiter afterwards. Service is done according to the various courses.

Family Service: Here the main courses are pre plated in the dishes with the accompaniments, placed on the table, for the customers to help themselves. Plated/Pre-plated/American Service: As the name suggests, the food is pre-plated and the service is to be done from the right hand side of the guest. Butler/French Service: The food once brought inside the restaurant is presented in front of the guest individually, but the service is done by the guest itself, the food may be carved by the waiter as per the suggestion of the guest, and the customer have to help themselves. Russian Service: The food is not presented in front of the guest, simply laid and the customers need to help themselves. Usually large joints are served in this style of service.

Gueridon: This is a service done where a dish comes, partially prepared from the kitchen, to be completed in the restaurant by the waiter. The cooking is done on a gueridon trolley, which is a mobile trolley

Bar Counter: Often a U-shaped bar with well designed stools for the customers to be seated and enjoy the alcohol and non alcoholic drinks. Hotel foodservice is complex, with many departments under Food and Beverage. There are Directors of Catering, Restaurants, Room Service, Beverage, Banquets and Kitchen, all reporting to the Food and Beverage Manager in the largest operations.

As a result, there is an increasing need for professionalism on the part of the hotels' personnel. Hotel restaurants are run by restaurant managers in much the same way as other restaurants. Restaurant managers are generally responsible for the following:

Exceeding guest service expectations

Hiring, training, and developing employees

Setting and maintaining quality standards

Marketing

Room service, minibars, or the cocktail lounge

Presenting annual, monthly, and weekly forecasts and budgets to the food and beverage director.

If the hotel’s cuisine and restaurant service have gained a reputation, it may increase the hotel’s business.

1. What does “bread and breakfast” mean?

2. What does “half board” mean?

3. What does “full board” mean?

4. What are the main types of service offered by the hotels?

5. What is Russian service?

6. What is English service?

7. What is French service

8. What are restaurant managers responsible for?

9. What is gueridon?

10. What is one of the most important secrets of the hotel’s business?