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DEPARTEMENT OF HOTEL & TOURISM MANAGEMENT
Report Submitted in Part Fulfilment of the Requirements For the award of Bachelor of Business in Culinary Arts And Based Upon Industrial Experience Gained At Glenlo Abbey Hotel Republic of Ireland
Joseph Desire Kanyi Year 3
Another Tribe. The Abbey is an example of such historic family tradition and was built very close to the main house because the lady of the house was an invalid. The Pavilion and the Pullman Restaurant aboard the Orient Express. Glenlo Abbey was the ancestral home of the Ffrench family. and is owned by the bank after the Bourke Family went into receiverships in January of this year 2012 (See appendix 1 for the Hotel history and location) • The Abbey Most of the great Irish Houses of the past ( known as the big houses by the populace at large) invariably had a private chapel in close proximity.down country estate and working farm. dinners and receptions. a well known merchant family bought Glenlo Abbey in the early 1900’s and resided there for three generations. The original house dates back to 1740’s. Today it is used for small. consecrated or used as Mrs Ffrench actually died upon its construction. The Abbey fell into a neglected state but was caringly restored by Peggy Bourke. However. Introduction 1. although the building work started in 1790. private meetings. one of the famous fourteen Tribes that ruled over Galway for centuries. the Blake’s lived at Glenlo Abbey in the late 1800’s until the Palmers.1History of the Hotel • Glenlo Estate Situated on a 138 acre estate overlooking Lough corrib. • Glenlo Abbey Hotel Peggy & John Bourke first bought Glenlo Abbey in 1984 when it was a run. They began their restoration program in 1988 and eventually opened up Glenlo Abbey as a 20 bedroom hotel in 1992.THE BUSINESS REPORT 1. . Glenlo Abbey extended its bedrooms to 46 within a two year period and the Bourk. the structure was never finished.s continued to add on facilities such as the Golf course & Driving Range.
leisure activities such as shooting and fishing and its own private golf course and others. award winning restaurants. this regal 18th century country residence is the ideal resort property for weddings. incentives and midweek & weekend leisure breaks. The responsibilities of the Board also include setting strategies and tagets. at Glenlo Abbey’ is ensuring that management and guideline for the administration of the hotel interests are structured appropriately and that there is a satisfactory internal control. deciding on larger acquisitions. Glenlo Abbey Hotel . • Board of directors(………………………) The Board of directors. Bushy Park.1. Glenlo Abbey Hotel is the perfect location for a wedding with a choice of wedding venues in the hotel.2Introduction of the Hotel • Glenlo Abbey Location and Product Glenlo Abbey is a 5 star hotel with 46 bedrooms and suits. Glenlo Abbey hotel is the perfect place for either relaxation or an activity based holiday. establishing special control instruments. Couples can legally get married on the grounds of the hotel and have the ceremony in the 18th century Abbey. The historic Abbey can be used for that intimate gathering as well as a banquet for 30 persons. galway. other large investments. deciding on deposits and loans in accordance with the finance Policy and issuing financial succession. meetings. Similarly. (See appendix 2 for Glenlo Abbey Hotel organisation chart) . The wildness of connemara is right on the hotel doorsteps. state of art conference & meeting rooms. Glenlo Abbey hotel was the 2010 winner of Good Eating Guide ‘best Restaurant in Connaught’. Both of these rooms can accommodate up to 30 and 70 respectively for a banquet while the Pavilion suite can cater to 170 dining guests. the river room can be used dually for the civil registration and the banquet after. offers deluxe accommodation. located approximately 4km from Galway city center.
Training Plan . wellness. Recruitment & Selection Procedures Identify clearly the nature of the vacancy to be filled. It is important that job descriptions are reviewed and kept up to date in its content and structure to benefit for to job applicants as it provide them with a clear insight into what exactly the job involves. Setting the training objective for the hotel and the general goals. produce a job description and person specification. • Setting up a recruitment campaign Name and date the current recruitment campaign open a file which includes the job description. short list candidates against the selection criteria for the interview. and training. organisation development. Human Resources Human resources manager deals with issues related to people such as compensation. identify the selection criteria for the post. identify the selection criteria for the post. and providing direction for the people who work in the organisation.• Name and title of supervisor Trough all the period that the placement is going to take place. communication. the objectives are identified in line with the hotel strategy in order to achieve and improve employee performance. A training plan must be formulated in line with the Mission statement and vision statement of the Glenlo Abbey Hotel. short list candidates against the selection criteria for the interview. safety. performance management. management. evaluates the candidates and make final decision. produce a job description and person specification. employee motivation. evaluates the candidates and make final decision. benefits. administration. the student will be assisted by Pavel the Head chef of the kitchen department. hiring. advertise the post. Human resource Manager focuses on recruitment. advertise the post. the key duties and responsibilities . the structure and the operating environment for the job. Human resources Manager at Glenlo Abbey Hotel identify clearly the nature of the vacancy to be filled. person specification and a copy of the job advertisement. prepare employees for new developed or modified jobs and improve employee motivation. • Job Description The job description set out the overall context and purpose of the job.
however. .The training plan at Glenlo Abbey hotel is formulated in line with the mission statement. In the hotel a skill inventory is adopted from the standards of performance from each department and training needs are drawn up from this. stuff turnover. Reduce accidents and increase safety practices 5. There are numerous factors that can affect this rate both on the employer side as well as the employee side. the organization. They will determine exactly where the training is needed. supervisors and managers. in this case ( the head chef). the ability of the employees to do the required tasks. The annual employee turnover rate is more than a number. etc. improve employee performance 2. areas of high revenue. This types of training generally produces an immediate or short term return on the training investment. Setting the training objective for the hotel which are identified in line with the business strategy in order to achieve the followings: 1. and include training which is needed to perform effectively. occupational and individual. Training needed to prepare employees for promotions 4. Improve employee motivation • Training needs analysis At Glenlo. the training needs are determined by analyzing three major human resources areas. Employee Turnover Rate The annual employee turnover rate is simply a ratio of the number of employees that leave a company over a year's time compared with the average number of total employees over the same time. The individual may request certain types of training to expand their skill set and facilitate their personal development. The training needs analysis begin by assessing the current status of the hotel analysing revenue. Individual training needs are determined by employees. vision statement and core values of the hotel. Occupational training needs are determined by managers or heads of the department. Understanding what that number means can give great insight both to employers and prospective employees. Prepare employees for new developed or modified jobs 3. • Training evaluation and monitoring The method that are used to evaluate and monitoring training at Glenlo are: Evaluation questionnaires and examination Individual interview with trainees Observations of trainees at work Keep all training records.
Measuring labour turnover The simplest measure involves calculating the number of leavers in a period (usually a year) as a percentage of the number employed during the same period.000 people during the year. mainly because they become used to the work and the business and have an established relationship with those around them. Patterns of labour turnover The highest rate of labour turnover tends to be among those who have recently joined an business. it employed 2.5% An alternative calculation of labour turnover is known as the "Stability Index" . on average. the labour turnover figure would be 7. This is known as the "separation rate" or "crude wastage rate" and is calculated as follows: Number of leavers / average no employed x 100 For example. meaning they leave to seek more suitable employment • A buoyant local labour market offering more (and perhaps more attractive) opportunities to employees Costs of labour turnover High rates of labour turnover are expensive in terms of: . age or occupation. Longer-serving employees are more likely to stay. This illustrates the extent to which the experienced workforce is being retained and is calculated as follows: Number of employees with one or more years’ service now / Number employed one year ago x 100 Labour turnover will vary between different groups of employees and measurement is more useful if broken down by department or section or according to such factors as length of service. Causes of labour turnover A high level of labour turnover could be caused by many factors: • Inadequate wage levels leading to employees moving to competitors • Poor morale and low levels of motivation within the workforce • Recruiting and selecting the wrong employees in the first place. if a business has 150 leavers during the year and.
Those items that are in stock and for which there . To compare the value of goods actually in the stores at a particular time with the book value of the stock which will have been calculated with simple formulae of: value of opening stock + purchases during the period – requisitions = value of closing stock made in the same period . ( formula and calculation based on the numbers) Finance Stocking taking and operational control function The main objectives of taking stock are: 1. etc. This will indicate if too much or too little food is held in stock and if the total value of stock held is in accordance with the financial policy of the establishment. 2.g. 3. This will bring to the attention of the purchasing officer.Lost production costs . The total value of food held in stock is also required for the profit and loss accounts and the balance sheet. To determine the value of goods held in stock. Some level of labour turnover is important to bring new ideas.Additional recruitment costs .Loss of know-how and customer goodwill . To list slow moving items. by the organization’s accounts department. the head chef.Increased costs of training replacement employees . if there is high turnover amongst the sales force) . skills and enthusiasm to the labour force.Damage that may be done to morale and productivity (an intangible cost) Benefits of labour turnover Labour turnover does not just create costs.Potential loss of sales (e. A "natural" level of labour turnover can be a way in which a business can slowly reduce its workforce without having to resort to redundancies (this is often referred to as "natural wastage". Glenlo abbey had big labour turnover this year based on the changes of the ownership and the receivership state that the Business is under going. This will highlight any differences and indicate the efficiency of the stock control system in operation..
To compare the usage of food with food sales. issue receipts – these have historically been the main function of normal tills. or returned to the wholesaler and credit obtained. The ability to manage stock and CRM (customer relationship management) allows EPoS systems to make a measurable difference to the bottom line. They can integrate directly with credit card payment systems. This is calculated by the following formula: Cost of food consumed / average value of stock at cost price = rate of stock turnover in given period. They handle the calculations involved in sales (totals and change). disadvantage and its weakness. EPoS systems. its advantages. Usually these items will then be put on to a menu to sell them before they deteriorate. for almost all the departments. To determine the rate of stock turnover for different groups of foods. in a twenty. since the last stocktaking. Operation It system Used at Glenlo Abbey Hotel Currently the hotel is using Epos system for its operational daily function. 4. strength. Introduction EPoS Systems. 5. do this and a lot more.0 This means that in the twenty – eight day trading period the total value of stock turned over four times and that an average of one week’s stock was held during the period. For example.has been no demand. 6. The opening stock on the day 1 was €800 and the closing stock on day 28 was €700 Rate of stock turnover equal to 300/800+700/2 = 300/750 = 4. As a deterrent against loss and pilferage. Both in terms of time saved and of in highlighting opportunities and also weaknesses in a business EPoS Systems . We are going to look at this system.eight day trading period the cost of food consumed was €300. keep track of stock levels and of course keep track of customer information. provide a fast and efficient way of dealing with customers. to calculate the food percentage and gross profit.
An EPoS system can support data entry through many different devices such as computer keyboards. The main units are either integrated. where the display and pc form part of the same unit. EPoS systems allow a tremendous amount of flexibility to choose hardware and peripherals suited to the environment. It's particularly valuable at the beginning when you may need to rely a lot on your EPoS system suppliers technical support. where you have a standalone PC to which you connect a display and peripherals. ensuring pricing accuracy and allowing cashiers to provide fast. Otherwise the systems are modular. reputable supplier How Does EPoS Work? An EPoS system comprises of computer hardware. For example. In other environments such as restaurants the use of touchscreen monitors provides the best solution Why Use EPoS? EPoS software helps to ensure accurate pricing. then it may be worth paying a little more in order to deal with a single. Table Planning . touchscreen monitors and barcode scanners. in environments with very high demands like in a supermarket – EPoS can be configured to work with multi line barcode scanners.An EPoS system is simply a combination of EPoS hardware and EPoS software which when used together provide an effective business solution. If this is your first system. This type of EPoS system offers far more flexibility and choice. Additional peripherals such as barcode scanners and printers can then be chosen based on your requirements. Many EPoS system suppliers. EPoS Hardware EPoS systems comprise of a PC and some sort of visual display unit (VDU). faster transactions. This is useful as it gives you a single point of contact for any issues and challenges you face. efficient service for customers. reduces human error and improves data integrity. such as a touchscreen monitor. These sorts of integrated units may also have integrated peripherals such as customer displays and printers. will be in a position to supply both the software and the hardware. Refer figure 3. peripherals and EPoS software ideally suited to the point of sales environment.
3. cooling. Working with Inspectors from The Local Health Department The Heath Department will work with you to establish the correct systems and practices. The local Health Department will send out inspectors to make sure that the chefs and servers are following the proper guidelines.For a formally seated restaurant. the integrated table planner allows each waiter or waitress to make simple updates to the status of their allocated tables Technology Employed by Glenlo Health and Safety procedure Followed How to Keep Your Customers Healthy There are laws and systems that have been established to help ensure that the food served in restaurants is safe. Assess hazards and potential risks. 2. . but most of the regulations have important ramifications for keeping food clean and safe. A system called HACCP – Hazard Analysis Critical Control Point consists of seven important steps to ensure food safety. Inspectors will issue fines for minor violations and can shut you down for major violations. The inspectors are often feared and dreaded (as they usually show up unannounced at the worst possible time). This system was actually first designed to maintain food safety for NASA astronauts so you know this stuff works! The three main elements of the system are: food microbiology. Bacteria grow very easily if given the chance. Identify critical control points including cross contamination. an EPoS system that incorporates a table planner is a real boon – this allows you to manage all your bookings. days and weeks in advance. Once service is underway. cooking. hygiene. quality control and risk assessment. The 7 steps of HACCP are as follows 1. Set up procedures to make sure safety is maintained at all critical control points.
storage of leftovers and reheating techniques. – 140 degrees F. preparation. Avoiding Food Contamination There are many safety procedures followed at Glenlo when preparing food in the kitchen.beef or fish. The steps in between include storage. but only if the entire cooking period will be in the microwave or the food will be finished (immediately after microwaving) by another cooking method. tools.4.. The temperature of food should be kept out of this zone as much as possible. There is a “danger zone” of temperature. and training materials to ensure this. do not use the newest milk first if you still have two gallons that are good from your last delivery. You can cook food from its frozen state or by refrigerating it at less than 18˚C. freezer and your dry storage should be in a sealed labeled container or package with the contents . They also thaw under running water at a temperature of 35˚C. or below for up to two hours. For instance. Each item in your walk-in refrigerator. Keep all foods wrapped and clean. Be sure to clean and sanitize any equipment used to prepare food between uses and be particularly vigilant when handling a potentially harmful food such as raw poultry. One of the most important is to thaw frozen foods properly. Take corrective actions as soon as a critical control point is in jeopardy or when any violations are pointed out by the Health Department. within which food bacteria multiply rapidly and can thrive. Each food item served in your restaurant will need its own flow chart. 6. which looks at every step of the food’s journey from being received into the restaurant from a purveyor to being served to a customer. Date goods and place the new behind the old on your storage shelves. Set up a record-keeping system to log all of your flowcharts and temperature checks 7. 40 degrees F. Thermometers are used to ensure accuracy of these temps. first out” (FIFO in accounting) rule meaning that foods should be used in the order they are delivered. 5. cooling. holding/display. Use the “first in. Avoid Cross Contamination Cross contamination is all too common in kitchens today. Keep up with the system to make sure it is working. There are rules for this area as well. The Executive Chef will be responsible for these flow charts. Food items such as meats and poultry must be cooked to the correct internal temperatures. service. The limit for time spent in the danger zone including all aspects of storage. A microwave is another acceptable way to thaw foods. Monitor critical control points and use the correct signs. preparation and service is 4 hours. Food Storage Storage is another way to protect your food from becoming contaminated or spoiled.
Items stored include meats. throw it out” is a great rule to live when it comes to food safety. Layout of department and an analysis of the flow of work Take one product or service through the process of production.and date received. Keep a working thermometer in the unit at all times so you will know at a glance if there is a problem. conflict. Critically consider incidents and be able to describe their cause and effective management. Pour communication is responsible for mistakes. . The refrigerator temperature must be below 38 degrees F. Items in dry storage should be kept between 50 – 70 degrees F with a relative humidity of 50 – 60%. Most foods will not maintain their quality in a freezer so it should be used only as needed. Key service standards that Glenlo has adopted and their implementation and their relevance to the markets served. include all of the resources required to achieve the end product. vegetables and dairy products. seafood. and negativity in the workplace. Go through your refrigerator unit regularly and get rid of spoiled foods. Do not take a chance on questionable foods: “When in doubt. Formal and informal channels of communication The managers and supervisors at Glenlo Abbey Hotel know that the importatance of effective communication in the workplace cannot be underestimated. Use fresh products whenever possible. You do not want to lose your entire inventory! Freezers should keep foods at below 0 degrees F.
Different styles of leadership Marketing Market served by Glenlo Fluctuations in demand Key competitors Conclusion .