1

Course Title: Study Unit Title: Test Paper: Student Reg. No: Name:

BTEC Level 3 Cert. In Hospitality The Hospitality Industry in Context 40252/01 20901523 Maria Dellaporta

1. What type of hospitality services would you expect to find in: a) City Centre b) Holiday Resort c) Major Sporting Event
In a city centre I would expect to find the wider range of hospitality services such as, hotels, fitness centres and beauty parlours, restaurants and bars, conference halls and business services as well as entertainment and attractions. In a holiday resort the range would be slightly smaller as vacationers dont need services such as conference centres etc but the attractions and entertainment features would be more prominent. In a major sporting event, I would expect accommodation, food and beverage and transport services.

2. Outline three major developments in the 19th century that have had a major influence on the demand for the provision of hospitality services.
The development of the railway has given people the ability to travel safer, faster and longer. That means travel became available to a whole range of customers and created possibilities to travel (i.e. holidays, conventions etc) that were previously unknown. Of course new reasons to travel and a larger customer base are translated to a need for more extensive hospitality services. The second factor that has influenced the hospitality industry is food technology that enabled people to produce and store more food than they could consume therefore had enough to spare for visitors at a price. Variety and abundance in course materials as well as higher demand for restaurant services lead to greater competition and a wider range of products and services available for consumption. The third development would be the industrial revolution that had a major impact on the way of life for the larger population. On one hand it increased the disposable income of the individuals and through a series of social and economic changes reduced the time each person had to spend on his or her employment area. On the other hand it provided businesses with the tools to cater their customers needs for example large hotels could use washing machines to provide clean linen for their guests.

3. Discuss two developments in food technology that have had a major impact on the provision of food for travellers
One major development is the invention of fridges and other preservation methods that allowed large quantities of food to be preserved and transferred from the place or production to the place of consumption. Add to that the wide use of tools such as tractors and fertilisers which have considerably increased the amount of crops available for consumption in the past century food production has changed drastically. When speaking discussing food technology the importance of the railroad although strictly speaking is not food technology development cannot be overstated. Without an efficient and cost effective

2 way to move produce from the area of production to the area of consumption, most of the offered products and services available today would not even exist.

4. Discuss two reasons why there has been growth in the following sectors of accommodation operations. a) Budget hotels b) Cruising
In previous centuries only a small percentage of the population could afford leisure travelling and most peoples jobs were usually tied up to one place and with the exception of merchants very little business travel was needed. Lately due to the industrial revolution, a large percentage of the population has time and income to spare. However their disposable income is not that vast. That leads to the growth of budget hotels, cheap fast food style restaurants and budget airline tickets. Although a travel for leisure is now available to a large percentage of the population, their disposable income is still not extensive enough to allow them luxury hotels and first class tickets. Also the concept of business travel is relatively new. Before the industrial revolution the only people who travelled for profit were merchants who needed to transfer their goods. In the modern day and age professionals from any sector could be travelling for any number of reasons such as education, conferences etc. The cost of that travelling is covered by businesses with specific budgets and reasons to prefer economy solutions rather than luxury. The hospitality industry is therefore focusing on the market of economy travellers who can afford travel but not the most expensive sort. Cruises offer people a variety of options that other holiday arrangements do not. For starters it allows holiday makers to visit more than one destination. It would be too time consuming and expensive to visit each place separately and travelling arrangements would be much more difficult. Another reason is the opportunities for entertainment that cruise ships usually offer. Those might include dining and catching a show or a movie. Some cruise ships even have casinos on board. That means people can make the most out of their holidays. Add to that the reduced prices that are becoming available and you have a winning combination.

5. What do you understand by the terms services and non serviced accommodation?
Serviced accommodation is provided by hotels and includes a variety of things such as maid service, food and beverage, laundry services, transport and some forms of entertainment. Non serviced accommodation is provided by lodges, holiday rentals, time - sharing apartments and inns and involves only accommodation.

6. Explain one wider social trend that may have an influence on food dishes offered by restaurants.
Awareness of the dangers of reckless eating (imbalanced diet) has lead to a trend of healthy living. In the past few decades large amount of resources have been spent on research regarding peoples diets and how they affect their health and quality of their lives. There are a number of diseases and health problems that are associated with imbalanced diets such as obesity. Awareness of these health issues have directed people to opt for healthier living such as low calorie dishes or vegetarian dishes.

3 The menus of restaurants had to take that into account and therefore these latest trends are reflected in their menus by the addition of dishes targeting those people. Salads and vegetarian dishes are now far more widespread than they were a few years ago.

7. Explain one wider social trend that might have an influence on the management of a hospitality operation.
One trend that has a major influence is I believe the need for hotels to go green. Peoples awareness in terms of environmental issues has increased and there is pressure from consumers of various sectors to take that into account. There is an overall demand for businesses to use natural resources more efficiently and reduce their overall impact on the environment. The hospitality industry is no different but has one more reason than other industries to follow that trend. A large section the industry is based on the exploitation of places of great natural beauty because thats what attracts visitors. Therefore it is in the businesses best interest to do all they can to preserve those places as close to their natural state as possible. Lately there is demand for procedures and practices that would eliminate waste in more effective ways, use of more eco friendly equipment and more efficient water usage. In short there is a need for better management of the natural resources that businesses need.

8. Explain three factors that demonstrate how the hospitality industry contributes to the economies in the UK and Europe.
The hospitality industry contributes by providing employment for a large number of people. It is estimated that one out of eight people directly or indirectly involved in the hospitality industry. By offering employment the hospitality is indirectly responsible for the taxes and expenditure of these people. But businesses in the hospitality industry contribute to the also by paying taxes on their profits and earnings. Considering the size of the sector that is a major portion of the national income. Last but not least, the hospitality industry is also one of the main customers of other more traditional sectors of the economy such as agriculture. VAT payment is a major source of income for most European economies.

9. Explain why transferable skills are necessary for a successful career in the hospitality industry.
Transferable skills are abilities that help you adapt and be useful not just in the hospitality industry but in every industry. For example an excellent teacher will know how to train employees or an excellent waiter could become an excellent front office representative in a hotel. Among others transferable skills are multi tasking and communication and those are valued not just in the hospitality but in every industry because they help individuals to carry out different functions and tasks. Career wise people with good interpersonal abilities are able to change direction and move through various sectors of the hospitality industry.

10. What do you understand by the term Continuing Professional Development and explain its importance
Continuing development is continually trying to improve your skills and acquire new ones that will help you achieve your professional goals. For me continuing professional development means creating a plan with goals and the skills that are essential to achieve them as well as the means and time frame that is necessary to acquire them.

11. From the websites of three lead organisations in the hospitality sector, identify and summarise their publications relating to environmental management.
From the website of British Hospitality Association (http://www.bha.org.uk/?s=environmental+management&x=13&y=17) I gathered that they emphasize the importance of training and they promote organisations and other companies whose purpose is to establish new procedures and policies that will help businesses deal not only with environmental issues but with all aspects of their functions. From the website of Hotel Industry Magazine (http://www.hotel-industry.co.uk ) based on the articles: Green Technology for Hoteliers, The Green Hotel: A New Culture and Green Technology for Hotels I gathered that following more environmental practices is not just a trend. Soon governments and consumers are going to demand more eco friendly services and hotels will have to respond accordingly. These green practices will have to be followed not just by hotel chains but by everyone including smaller scale operations in an effort to improve their occupancy. The website VisitBritain (http://www.visitbritain.org/insightsandstatistics/topics/sustainability.aspx ) has posted an entire guide about the new turn in hospitality management that emphasizes in sustainability and the need to incorporate ecological and ethical practices that will not eliminate profits because as the article states: an ethical but bankrupt company is of no use to anyone. The authors of this article consider the local communities part of the environment that needs to be protected. Also it is clearly stated that proper use of this earths natural resources is the only option and measures needs to be taken to further the goals of a sustainable future for tourism.

Course Title: Study Unit Title: Test Paper: Student Reg. No: Name: Date:

BTEC Level 3 Cert. In Hospitality Service and Sales in Hospitality Management 40252/02 20901513 Maria Dellaporta 07 August 2012

1. Briefly describe the five main aspects of hospitality products

The five aspects of hospitality products are: 1) Location. Where is business is situated plays a key role in determining the kind of services being offered. For example a city hotel must be able to offer business facilities whereas a hotel located on a busy highway should be able to provide parking for the passing through travellers. 2) Facilities. The product(s) offered should reflect the type of hospitality operation. A gourmet restaurant should provide a large variety of dishes whereas a fast food like McDonalds focuses on speed instead of variety. 3) Image of the business. The image of a business is a combination of several factors such as decor, facilities and standards. The image of a business is in effect the idea that the company is trying to convey to the customers. 4) Price. The price is what the guest pays for the product but location and image must be taken into account when a price is considered. For example a luxury hotel in a very popular location will have a different price than a motel. 5) Service. Service has many aspects such as availability of the product, maintenance and presentation of the facility, style and quality etc.

2. How can you measure and manage service excellence within the hospitality industry?
There are some standards in service that can be used to measure performance: 1. The presentation and visual of the actual product like how well presented is the staff and the building itself. It is a sign of good service when everything works and is well maintained in short the tangible aspects of a business tells a lot about the kind of service that will be provided. 2. It is not enough for a business to offer quality service some times, the guests must always know what to expect so reliability is another measure of service. 3. A major part of the quality service depends on staff. How responsive and fast they are to meet the guests needs is also a way to measure how good or bad service is offered by the establishment. 4. If the staff is well trained and reliable they will provide comfort and enjoyment to their guests. They will inspire confidence in the guests that their needs will be met. Assurance and trust in the company is also a sign of quality service. 5. Another sign of good service is empathy from the staff which will make the guests feel special and important. That is always rated very highly on service quality.

3. Explain three factors that can lead to a breakdown in service and how might complains be handled.
One factor that can lead to a breakdown is if a customer is not happy with some aspect of the service and management is not aware that there is a problem. Secondly there are foreseen problems deriving from lack of communication with the

customer for example shortages of staff that leads to slow service. Thirdly there are unexpected situations such as faulty equipment or a fault with the product itself. Complains should never be ignored or taken lightly, the member of staff taking the complain should show genuine interest in the problem, suggest what can be done to resolve the problem and follow up with the customer that the appropriate action was taken in its result.

4. What is meant by the five gap model and how can this be used to investigate complaints?
The customers are the ones who evaluate the service they receive on the basis of their expectations, perceptions and actual experience. When there complains are received that means there is a difference between what they thought they were getting and what they actually got. For example when there is a difference between the manager perceptions and the service specification or the service delivery that could lead to complains. Or when the product is not advertised properly and the actual service delivery does not meet the customers expectations. Once a complaint is received then it should be categorised accordingly so as to close the gap and avoid further complaints in the future. The company should have trained staff who will be able to exact information about the nature of the complain. Guests who are not satisfied tend to feel wronged or cheated and might not be able to express themselves properly unless they are given proper attention. Once the complain is identified then the company may take steps to solve the problem. For example if there is some misleading information in the hotels site that created exaggerated expectations then that can be rectified. If there is staff shortage or they are unable to perform due to lack of training that can also be rectified.

5. What are the six factors involved in TQM and how are these applied to the hospitality industry?
Total Quality Management involves the following areas: Recognition and reward, Education and training, Communication, Attitude and commitment, Systems and methods and finally Aims and objectives. The aim of TQM is to manage an organisation in a way that leads to customer satisfaction and benefits all members of its team. In hospitality industry that is achieved through proper training and education because the more knowledgeable and skilful the members of the team are then the higher the standard of service. Good communication that should filter to all areas and relate to past and future events as well as present concerns. Also commitment from all the members of the team to provide service quality that exceeds customer expectation is essential. In order to achieve that the hospitality industry and each company individually have systems and procedures to ensure that the aims and objectives of said business are achieved. Finally for the members of the hospitality industry that reach their targets there are rewards and recognition that also work as incentives for other businesses or members of the organisation. In order to explain how TQM is applied to the hospitality industry I will use an example. Guest A is a repeat customer, this time however he failed to make a booking. The receptionist is new at her post but has training and is able to access the guests past information that the hotel keeps in order to offer better services (education and training). She then offers the guest his favourite room if it is available or an upgrade (recognition and reward). In order to do that there has to be a specific set of

instructions that the hotel implements in cases such as these (systems and methods). That way each guest feels that he receives preferential treatment and will return to the establishment which is always among the aims and objectives of the hotel.

6. What steps can be taken in accommodation operations to reduce no shows?

In order to avoid no shows the hotel can take several steps: i. Clear communication between guest and hotel. The reservation agents should try to get as much information as possible about the arrival time of the guests. Also it should be clear that after a specific time (ex 18:00) the reservation is no longer guaranteed. ii. Guest should give their credit card details in order to guarantee the booking. Also the guest should be aware that the hotel can and will charge cancellation fees in case of non arrival. Non refundable offer means that the hotel is paid in advance whether the guest shows up or not. Many hotels us this method to guarantee revenue. Another step not so common is the method of overbooking. That is the hotel knows the percentage of non shows per day and then accepts more reservations than available rooms to cover the possible non shows. Finally the hotel should always advertise that it has availability even when fully booked because the extra last minute bookings can cover possible non shows.

iii.

iv.

v.

7. Give two examples of selling that might be seen in a restaurant business?

Once the customers are seated their waiter offers aperitif while they are studying the menus. If they cant choose from the menu a knowledgeable waiter can promote the more expensive food options or the ones that are best accompanied with the expensive wine. Once the meal is over the waiter might temp the guests to have one last drink or a dessert or coffee. Restaurants have special offers such as a 3 course meal at a bargain fixed price. The experienced waiter can promote those menus to customers who otherwise wouldnt return. Restaurants have those kind of special offers so as to attract patrons on slow nights.

8. List six incentives that can be used to promote additional sales within the hospitality industry. Choose two of these and explain how they will work in practice.
A few of the incentives that can be used within the hospitality industry are: i. A special monetary prize to the person with the most sales for example the waiter that has taken the most orders etc. In practice, the restaurant management by the use of a computerised system can keep track of each waiters performance. Then in a monthly meeting the waiter with the most sales will be awarded a price. That will entice the other workers to try harder and will also help management identify the weakest members of the team and help them achieve higher performance. A monetary reward to all the people of a department if a certain target is achieved ex. If a hotel has 90% occupancy for an entire month all the receptionists receive 100.00 GBP on top of their salary. Set rewards in the form of services that staff would appreciate ex. A voucher for a free spa treatment for the reservation agent with the higher score of bookings.

ii.

iii.

iv.

Set a performance based incentive. That way the staffs performance will determine how much they earn. The higher their sales the more money they will be making. In practice a reservation agent will receive a percentage of money of the sales he is making instead of a salary. That way he determines how much he is earning giving him greater flexibility and potentially higher earnings. Knowledge of the product will ultimately lead to higher sales as the seller will be able to anticipate and respond to the guests inquiries easier and more effectively. If the establishment offers a reward to the person with the better knowledge of the product that will make a difference in the way the staff views training. Ultimately better trained personnel will perform better and produce more sales. Another very important incentive is career promotion and advancement opportunities. Staff will be more effective if their performance could lead to a promotion or other career advancement. Theoretically that would be the case all the times but in reality businesses need to be more specific and make the connection between high performance and promotion more evident.

v.

vi.

9. Briefly describe yield management.

Yield management is maximising the revenue that is brought from a set number of units that are not otherwise transferable. To achieve maximum profits businesses segment their market and set their prices accordingly. For example a hotel might set different rates for weekends than for weekdays so as to achieve higher profits. Or they might differentiate between group rates and individual rates. Yield management is not a method designed to raise occupancy; rather it involves guessing how many rooms should be allocated to each market segment to achieve the desired profits. In short yield management is a form of price discrimination to maximise revenue per available room and the formula is (REVENUE RAISED / REVENUE POTENTIAL) * 100

10. What is the purpose of public relations and identify three ways hospitality business could promote PR?
The definition of public relations is: The deliberate and sustained effort to establish and maintain mutual understanding between an organisation and its public. In the hospitality industry good PR are promoted by the staff itself firstly. Many front of house staff such as a receptionist managers or even porters will know many of the repeat customers by name and make them feel special. A second way is when the business itself becomes known by announcing changes (in management policy etc) exposing itself to the public. Once the potential customers know so many inside details about the hotel, restaurant etc they will feel as part of the family and will be inclined positively towards the company. A third way is when the business is examining the trends and gets involved with the local community. For example supporting a local charity or other worthy cause. Many hospitality businesses offer free rooms as prizes at charity balls or low rates for red cross workers etc. A lot of hotels decided to go green not because the law forced them to but because of pressure from potential guests and the need for good PR.

11. You have been asked to make a presentation to the General Manager of a brand new 4 star hotel on how marketing techniques can be used to maximise sales.

Marketing is defined as the process by which companies create customer interest in goods or services through which companies build strong customer relationships and creates value for their customers and themselves. A marketing plan for this hotel will entail identifying the market segments that must be approached and set our targets. This is a centrally located hotel that will appeal to businessmen and people who are sightseeing as it is close to all major attractions. However it is not a resort so it doesnt attract many holiday makers who wish to have extended stays. So our targets are maintaining the customers we already have and expand to attract holiday makers who wish to stay longer. The hotel needs of course to be advertised and print advertising is an effective marketing technique. Choosing the appropriate magazine or newspaper will allow us to appeal to specific audience. So an ad in Business week will attract business people and an ad in Conte Nast will definitely sent some tourists our way. At this stage a radio ad might not be a bad idea. It could be more costly than a printed ad but I am confident that the results in sales will be worth it. Radio and television make it easier to reach large segments of the market. And of course one mustnt forget direct mail marketing. The hotel at the moment doesnt have a large database of former guests but still there are ways of obtaining mailing lists from marketing companies and promote our services to potential guests. I believe that with the correct balance of the above mentioned tools the hotel will be able to achieve its goal and establish itself on the market.

12. Describe with examples the four stages involved in market analysis.
A. Identify the market. Once the product is ready it is necessary to promote it to the people that will find it appealing. But the market is comprised of several target groups that should be addressed. For example a budget city hotels market the corporate people who need accommodation after their conference / business meetings as well as holiday makers in transit who need to make a stop before changing to the train / airplane that will take them to their final destination. B. Identifying market factors means examining the reasons a hotel could be popular or unpopular. For example a city hotel could be popular among the young crowd because it is close to the pubs and nightclubs but not very popular with the older generation who needs a place to relax. Accommodation demand could be very high in a seaside area during the summer season but very low during winter. Good connections to the city centre could attract a great deal of corporate guests as opposed to a hotel located in a more remote city area. C. Estimate market potential which means that after having established the market and the product most suited to cover the potential needs of the guests it is time for forecasting. A number of sources could be used to provide a close estimate of the earnings a market could yield. For example the number and nature of athletic meetings held at the local stadium could specify the expected number of sports fans needing accommodation. D. The final stage of market analysis is determining how much of the potential markets demand will be directed at a specific establishment. A hotel could use past records to estimate its potential custom. For instance if a conference is held each year at a specific time

and place the hotel should have a rough idea about the number of potential bookings that are to be expected.

13. Explain two methods of market research.

A. Customer surveys are the most common way that businesses employ to get information about their product and improvement or additions they could make. The questions however ought to be very specific and the actual surveys must be conducted in a way that will make the participants feel comfortable and willing to answer truthfully. Sometimes participants give answers they think the examiners wants to hear rather than what they think and therefore the information is tainted. B. Another way to research the companys product is by using mystery guests or special consultants. A mystery guest is someone who tests the product the same way a regular guest would without alerting the staff. Then he offers his insights concerning the standards and services that the company is offering. The employer then can make the necessary adjustments and improvements.

14. Explain how relationship marketing can be used within the hospitality industry.
Relationship marketing is about creating a large number of regular customers by cultivating a relationship with them. In a hospitality industry the guest can be made to feel special in a number of ways. A loyal customer could be made to feel special in a number of ways. A loyal customer could be rewarded with special offers such as late check outs or free upgrades for example. With the use of computers the establishment can keep records of the guests preferences and ensure that he gets what he likes and he is not afraid to ask something special or extra. The staff itself can play a major part in cultivating the relationship between the guest and the business. Many major hotels have a rule where guests must be addressed by their name and make special offers (example a complimentary wine if it the guests birthday) without being asked to. Finally sometimes the simple feeling that a return customer is somehow more valued and has higher status in comparison to other guests might compel them to become loyal customers of an establishment.

15. What does SWOT analysis involve?

A SWOT analysis is one of the preparatory stages of market planning. The acronyms means: S for the strengths of the business. These are the characteristics that make the product desirable and will ensure that the customers will return and keep the business going. W stands for the weaknesses of the business. These are the things the company needs to improve or change in order to attract more custom and surpass the competition. O stands for the opportunities for the business that may arise from careful market analysis and taking advantage of situations whenever that is possible. T stands for potential threats to the business that can be evaluated from the environmental scanning of the market and they involve a change of circumstances such as the building of a new competitive establishment in the area, the move of a major source of travellers (ex, a conference

might be held in a city different from the one that was usually held) etc.

16. Explain how the sequence of stages is applied in the planning process within the hospitality industry.
In order to plan a marketing strategy, a company needs to follow some steps. First it needs specific targets. In the hospitality industry that could mean deciding the percentage of profits or the percentage of occupancy they wish to achieve. Secondly it is necessary to implement policies that will help achieve the companys targets. To put it simply strategy is the answer to the question: How do we reach our target? For example a strategic decision is how many rooms should be allocated to agencies and how many should be kept so that the hotel can sell them directly to the guests. Thirdly it is necessary to decide on a set of policies that will help the smooth operation of the hotel. For example if a guest decides to cancel his reservation how long does he have until he is charged cancellation fees? Instead of deciding about each case separately there should be a list of rules and regulations that will help employees be more efficient. Fourthly in order for any plan to succeed it is necessary to set up a schedule or a timetable that will determine which of the companys resources will be allocated to a specific target. For example for hotels who work seasonally it is necessary to decide when is it high season and therefore the prices will be higher and when is the off season and therefore the prices can be lower. Finally once all has been said and done there has to be procedures that will help the company understand whether the targets have been reached and if not take the necessary steps to correct any mistakes that hinder the success of the plan.

17. Once the objectives of the overall marketing strategy have been defined, why is it necessary to establish policies for each element of the marketing mix?
The marketing mix is comprised by five elements: Product, Place, Price, Promotion and People. Each element merits special attention so that the business can reach its targets. Management must set standards and set rules and regulations to ensure that the product will always be of the quality that it was intended. Customers will not trust a service or product if it is unreliable. The location of the hotel is of vital importance. Management must make the most of it in order to maximise profits. Opportunities must not be overlooked and if the position is not ideal then it is up to the marketing people to present the business in the most favourable light. Pricing is extremely important. If all the costs have not been investigated and taken under consideration then profits will be lower. If the price is too high then the business will lose customers. It is therefore essential to monitor cost and market trends to achieve the correct balance that will ensure the hotel reaches its targets. Promoting a business is extremely important. Once the mediums that will be used are selected, rules have to be established so that the business will benefit the most. Promotion must be flexible and there must be set results that will evaluate the effectiveness of the mediums used. The policies established will help make the necessary adjustments. People are the most important part of any business. The correct policies when it comes to human

resource management will help bring the most suitable people to the most suitable positions.

18. Which of the following is not a distribution channel? Explain your choice. a) Local Tourist Information Centre b) Information Centre at the office of VisitBritain in New York c) Hotel Rooms of Distinction Ltd d) Concierge
A distribution channel is any organised and serviced system, created or utilised to provide convenient points of sale and / or access to consumers away from the location / point of consumption. Concierge is located in the hotel and their purpose is to provide services to existing guests and patrons of the establishment. Unlike the other choices they do not attract new customers but enhance the experience of customers who have already purchased the product or services that the company is offering. Also all the other channels although they are closely working with the hotel they are not parts of the hotels structure but different businesses or organisations. Concierge is a department of the hotel and therefore cannot be considered a distribution channel.

19. Which of the following would not be defined as advertising and why? a) Mail Shot b) Announcement in the local press of a change in management c) Leaflets placed in a restaurant dealing with accommodation d) Item in regional newspaper by Food Correspondent
Advertising a) A mail shot is by definition bulk mail advertising through the mail in the United Kingdom to potential customers to advertise goods or services. The objective of a mail shot for a hospitality establishment is to make the product known to new customers or inform existing customers of new offers etc. c) Leaflets placed in a restaurant dealing with accommodation are definitely a form of advertising. The objective of the leaflets is to make the product known to potential guest and produce sales. Non advertising d) An item in regional newspaper by the food correspondent falls under the category of publicity. Usually this commercially significant news published about the business is not financed by the establishment itself but by an objective third party. They could still lead to potential sale but if the piece is not favourable it could have the opposite effect. So an article by the food correspondent cannot be considered advertising. b) Also announcements in the local press of a change in management and how this will benefit existing and future customers is a good PR move but not exactly advertising as it does not make the product itself known; it just informs the local community about changes in the establishment without promoting directly sales.

20. What does AIDA stand for?

Attention that the product or must attract Interest that the product must provoke in order to be popular Desire to cover the target customers need Action that the perspective customer had to take in order to obtain the product or service.

Course Title: Study Unit Title: Test Paper: Student Reg. No: Name: Date:

BTEC Level 3 Cert. In Hospitality Reception and Accommodation Management 40252/03 20901513 Maria Dellaporta 01 October 2012

1. What roles might you find within the rooms division of a hotel?
Under the umbrella of the room division one might find: Housekeeping (maids, housekeepers etc) Front office personnel (receptionist, guest service managers, night auditors etc) Concierge and porters Maintenance

2. What are the main personal and technical qualities required by a hotel receptionist?
A hotel receptionist must be polite, friendly and efficient. Receptionists are the first point of reference in a hotel. Their appearance must be smart and well presented. Usually they are provided with uniforms. The ideal receptionist must have patience when dealing with guests and must be able to think on her feet so as to provide better customer service. She must also have great communication skills not only when dealing with guests but also because reception must coordinate the other departments. For example if a guest needs extra towels reception must convey this to housekeeping, if a guest discovers a malfunction reception must convey this message to maintenance. An ideal receptionist must have some experience with reservations because she will have to deal with walk in guest and people who want to extend their stays or leave early etc. In most hotels, who use a computerised system, receptionists are also cashiers so they must be honest, skilled with numbers and have a general grasp on accounting.

3. Describe what is meant in practice by the term good customer care skills
Good customer care skills means to have the ability to predict the guests needs and fulfil them efficiently and without fuss. Good customer skills are a combination of a helpful and polite personality along with experience, training and organisation abilities. For example a guest arrives one day earlier than the date of his reservation. The receptionist greets him warmly confirm everything (arrival, departure, price, room type) then kindly informs him about the mistake in his reservation. She then proceeds to amend his booking and check him in early provided there is available is availability or makes a reservation for one day at a different hotel. Good customer care means the guest still feels like a valued customer and the whole process doesnt take long so that the guest who is tired can rest.

4. Describe the key attributes of good housekeeping staff

Housekeeping is one of the most important divisions of the hotel. Good housekeeping staff must: Pay attention to details. Details are what make a difference between a well kept or a badly maintained hotel. Be willing to take responsibility. Even in the most organised establishments problems occur. The first step in solving them is assuming responsibility.

Take pride in their work. Housekeeping is a challenging and difficult job that does not merit the stigma that has been associated with it. Be team players. Maintaining a hotels standards cannot be one persons job. The entire team will have to participate. Have communication skills as they will be working closely with other departments. Housekeeping must coordinate its efforts with maintenance and reception at all times. Be hardworking and efficient.

5. In what way or ways is Reception involved with other operational areas in a large 4 star hotel?
Reception is the heart of the hotel and therefore is involved with all the other departments: Reservations. Receptionist must double check the guests details on arrival and handle any discrepancies that might occur. For example a guest might arrive one day early or one day late, he might not have a booking etc. Reception must inform the reservation department to make the appropriate changes in the reservation plan. Maintenance. The guests first point of reference is reception. In many hotels receptionists are the ones who inform maintenance about problems that the guests have reported. Sometimes even if there is a way to contact maintenance problem directly they still choose to use reception. Housekeeping. In large and small hotels alike housekeeping need information about arrivals, departures and stay overs in order to do their work efficiently. Reception is responsible for providing these records for housekeeping. Also like maintenance, guests may choose to make requests such as extra pillows, towels etc with reception. Restaurants, bars, etc. On the beginning of their shifts they also need information (arrivals departures) to avoid charging the wrong guests. Also guests may choose to make reservations about dinner or lunch etc with reception and receptionist need to handle those requests. Accounts. Due to the computerisation of reservations, receptionists are now responsible for taking payments and providing invoices etc. That means reception hat to work closely with the accounting department who need to process and file those payments.

6. Explain how computerisation in the Front Office has developed over the last 20 years.
Computerisation advancement in the hospitality industry has brought many changes. A lot of tasks that were completed by different departments are now done by the front office. Thanks to the computerised systems in use all the lists such as arrivals and departures etc that housekeeping needs in order to be efficient would need many hours to prepare instead of just minutes. Also modern technology has made a whole department (cashiers) almost obsolete. Nowadays computer literate receptionists can prepare the guests account with minimum effort. They can also process payments much easier.

3 But the department that was totally transformed by computerisation is reservations. Prices and availability are much easier to handle because of computers and that means responding to requests in a much more efficient manner. Also the means of communication between the hotel and the guests is much easier, instead of letters, emails, telephones and faxes are utilised minimising the time and effort that is required.

7. Summarise the actions required by the staff of a reception office: - Before the arrival of the guest - During their stay - After their departure
Before the guests arrival receptionists must provide as much information as necessary to promote the hotel. Also they must answer guests and potential guests inquiries in a timely manner and generally fascilitate the reservation process as much as possible. During their stay. When the guests arrive after they have been properly greeted the receptionists must make sure they fill the necessary forms as it is required by law. The hotel may use the information provided later on for marketing purposes. For group reservations the rooms might be assigned already to save time. Once the guest settle in front office must inform the other departments to take appropriate actions. To be more specific, housekeeping must be informed to change the room status from vacant to occupied and the restaurant must be informed so that they can open the guests account to extra charges. During the guests stay reception must provide information and extra services such as transport or theatre reservations etc or at least direct guests to people who can assist them. After the departure. The day of the guests check out his bill must be prepared. That is done either by reception and the bill office or if the hotel uses a computerised system by the front office alone. The bill should include all of the guests charges including accommodation and extras alike. The guests name and room number is included in lists given to housekeeping and the other departments so that they know of the guests departure and act accordingly. If the guest has not checked out by 12:00 then reception notifies housekeeping and they check physically if the guests are there. Every once in a while there are guests who do not check out properly and leave without paying. Those guests are known as walkouts. However the hotel has ways to protect itself. Will the use of prepayment and authorisation of the guests credit card on check in.

8. In reception terminology, what does charting a booking mean?

When the hotels dont use computerised systems it is necessary to add the reservations in a chart so as to determine availability and avoid mistakes and overbooking by accident. When charting a booking one has to add it in a calendar using a pencil so as to be able to move the booking if necessary. There should be an arrow on the arrival date of the guests that should be obvious. Provisional booking should be on the system with a dotted arrow and should be used when a guest wishes to make a booking but hasnt provided a credit card or deposit to secure his booking.

9. Discuss the procedures involved in the control of room lets.

Control of room lets means that each guest who occupies one of the hotels bedrooms has been charged accurately and on time. Housekeeping is physically checking the room occupancy every 24 hours. Reception provides housekeeping with a list of arrivals, departures and stay overs that must correlate with the physical

4 check housekeeping is performing. However occasionally there are discrepancies. Some of the possible discrepancies are: Late arrivals that were not on the list Unexpected departures due to unforeseeable circumstances Unexpected check ins for guests without reservations (walk ins) Unreported room transfers (housekeepers will determine that the room was occupied but there will be no record of it). Check in procedures not completed. That might happen in a computerised system when due to computer malfunction or human error the status does not change from reserved to occupied. Day lets that appear in the systems as late check outs. All in all coordination and communication between housekeeping and front office is essential to control or room lets.

10. What records could a typical housekeeper be responsible for?

Housekeeping records include: A lost property book Every item that is found should be described. Also it should have the date and the place it was found. Room records that would have descriptions of each room, for example if they are double or twin. Also it would help if the guest has extra requirements like a baby cot or extra chair etc that should later be removed. Stock books for linen and inventory for items that the hotel has in storage like fans, vases or other equipment necessary. It is also important to keep a record of supplies ordered such as cleaning material etc. An accident book where any injuries occurring during the hotel rotas should be catalogued. Also head housekeepers in big hotels should keep a record of the rotas of the staff so as to know who was working when, who called in sick etc. These records can help human resources when its time for appraisals of staff.

11. With whom and why, should the housekeeper communicate on a daily basis?
House Keepers must communicate with all the other departments of the hotel: Manager (room division manager or general manager etc) where issues of the day will be discussed. Reception. It is extremely important that reception and housekeeping are communicating on a daily bases. Receptionists must know at any given time which rooms are clean and ready to use and housekeeping must have an accurate picture of which rooms will be vacant and need to be cleaned. Computerised system made this communication much easier. Nowadays housekeepers can give rooms to the system as clean without actually contact reception. Maintenance. Room attendants will discover all sorts of things that need attention such as toilets that are blocked, lamps that need changing etc. Housekeeping will contact maintenance immediately so that these details are attended to and the rooms are in excellent condition when the guests need to use them. Restaurants. Housekeeping is usually responsible for the cleaning of the hotels restaurant as well as the provision of linen, tablecloths etc.

5 Uniforms. Housekeeping is usually responsible for cleaning and repairing staffs uniforms etc. So communication is essential with all other departments that use them.

12. Present an outline of the roles and duties of housekeeping staff

Housekeeping roles depend on the size of the establishment. A large unit will have a head housekeeper, a deputy housekeeper, floor supervisors and room attendants. Also laundry staff, public area cleaners etc might fall under the umbrella of housekeeping. In a medium sized hotel usually there is a housekeeper and an assistant housekeeper, room attendants and linen keepers and perhaps a public area cleaner. In a small establishment one may find a housekeeper and room attendants only. Naturally their roles vary. Generally speaking housekeeping must be organised, punctual and with a healthy respect of the house rules, willing to take responsibility and have team spirit. Room attendants responsibilities are servicing guests rooms and preparing dirty rooms (departures) for new arrivals. General area cleaners are responsible for cleaning the public areas of the hotel, such as reception, restaurants, bars etc. Linen keepers are responsible for laundry and the proper maintenance of the linen stocks of the hotel.

Housekeepers have to supervise everyone and make sure that everything rums smoothly. They are the link between housekeeping and other departments. It is their responsibility to attend to any discrepancies between reception and their records, such as extra arrivals or departures. Also they have to inform maintenance about any minor malfunctions in the rooms (lights that need replacing, toilets not working etc).

13. What is the difference between a master key and a sub master key
Master Key: Opens all doors of the hotel and is held by the head housekeeper and the manager of the hotel. Sub Master Key: It opens some rooms and is held by a room attendant that has to service those rooms.

14. Draw up a schedule of work for cleaning of a hotel bedroom

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. Clear all trash cans from the room and the toilet. Check drawers and cupboards for extra trash or forgotten items. Remove used sheets and bed linen and used towels. Dust all areas and vacuum the bedroom. Clean all the surfaces of the bathroom, (sink, toilet, shower) Use special detergent for the mirrors and the toilet bowl. Sweep and mop the bathroom floor. Clean the glass areas and mirrors and windows of the room. Place fresh towels in the bathroom and replace amenities (soap, shampoo etc) Set the bed with fresh linen Check the room one last time and inform housekeeper that it is ready for inspection.

15. Describe the main elements involved in an accommodation contract

The main elements of an accommodation contract are: An offer. The hotel when asked for accommodation makes a formal offer in the lines of: Establishment A is offering you Mr so and so accommodation for 2 people in a twin room from the 15th of May until the 18th of May at such a price per night that equals to this total amount. An acceptance. The contract is not valid unless the actual offer is accepted. Usually that also has to be something formal or written and among the terms there should be some form of guarantee such as a deposit or a credit card to seal the deal. A consideration (price). The price has got to be perfectly clear and it should be defined the nature of the services provided. For example it could be only accommodation or accommodation and breakfast or even extra meals. Also it is best if both the price for one night and the total are mentioned to avoid confusion.

16. It was recently reported in the local Evening News that the manager of the Stork Hotel had seized a guests pedigree dog in respect of unpaid accommodation. Was the manager entitled to do this?
It is held that the hotels manager right of lien attaches to property as soon as it is brought into the hotel. The guests pedigree dog qualifies in my opinion as property the same way as jewellery for example. By selling the dog the hotel could make up for the loss from the unpaid bill.

17. Explain the main Common Law duties of todays hotelier

Accept all travellers. Basically everyone that asks for accommodation is eligible to receive it, provided he can cover his bill. Accept guests luggage. Luggage is defined as any personal belongings the guests brings with them including equipment necessary for his work and clothes etc. Offer available food. The guests expectations however have to be reasonable and take into account the operating times of the restaurant and the type of hotel they are in. Offer available accommodation. Once again a person can receive accommodation in any establishment provided he isnt in danger to himself or others and that there is availability. Take reasonable care to ensure guests safety. The guests privacy and safety are the responsibility of the hotel, within reason. Accept responsibility for guests property. The guests property is also supposed to be safe in the hotels premises except on very special circumstances such as an act of God, the negligence of the guest or an action of the crowns enemies.

18. What types of fire extinguishers would you expect to find in a hotel and why?
Water extinguishers used for wood, cloth, paper, plastics and coal. Not to be used for burning oil or short circuit fires. Dry powder extinguishers used for paint, oil and electric appliances. Foam extinguishers used for wood, cloth, paper and plastics but not for oil or electrical fires.

7 Carbon dioxide extinguishers used to put down liquid fires such as grease, fats, oil and petrol. Some hotels use specially made blankets for kitchen fires to cover flaming pots etc. Also they are useful in case a person is on fire.

Course Title: Study Unit Title: Test Paper: Student Reg. No: Name: Date:

BTEC Level 3 Cert. In Hospitality Food and Beverage Management 40252/04 20901513 Maria Dellaporta 18 January 2013

1) Draw a chart to illustrate the stuffing structures and staff of the food and beverage

operations in a large acclaimed restaurant.

Restaurant Manager (matre) Assistant Manager (souse matre)

Food and beverage manager Head Barman

Chef

Assistant chef Service Staff Store Clerk Cooks 2) Explain the key social skills you would look for when considering appointing a new

member of the bar staff

People go to bars not just to drink but to be entertained so a new barman would have to be pleasant, chatty and outgoing. People in the bar are not just selling drinks they are selling an image so they have to look the part. They have to be well presented and smart. Even though most establishments are offering uniforms for their staff it is still up to the person in question to maintain that uniform in excellent condition. The ideal barman would have to know about drinks and that knowledge comes from people who are actually drinkers and enjoy a glass from time to time but not too much otherwise problems might arise. Also bar staff has to be interested in their craft and experiment with drinks to make new cocktails and present drinks in new and attractive ways. Experience in this job just like in every other department is essential. The bar is the place where the establishment can lose a lot of money if the people working there are dishonest and have a mind to make extra pocket money by misseling the products so the character check will have to be twice as thorough and references will have to be produced and followed up at all times. 3) What are the key attributes of staff working within the stores area? There are two types of activities taking place in the stores area: store keeping and stocks control. Store keeping is basically the handling and storing of the supplies that the hotel needs and stock control is keeping records of goods received and goods used. Store keeping involves a lot of manual labor so

2 personnel must be fit and have a keen sense of space. Stock control people must have an eye for details and be very careful. In large units store keeping and stock control are two separate departments that work together but report to different people. The reasons for that are plenty. For starters manual workers cannot be expected to be expert record keepers and keeping stock control and storage staff separate means less chances from either side for pilferage and stealing. People working within the store areas have to be trustworthy, honest and hard working. Loses from pilferage in a hotel is a very real problem. Petty theft unfortunately is very common in the hotel industry because it is so easy to achieve and the temptation is great. 4) Identify the exemptions from the specified holding requirements established by the

Food Hygiene Amendment Regulations.

According to the food hygiene amendment regulations, food exempt from specified holding requirements are: i. Pastries and pies sold on the same or the very next day of their manufacture ii. Preserved foods but not the ones that were vacuum packed iii. Food that doesn't endanger the public' s health iv. Food that needs room temperature to ripen or mature v. Food that may not be displayed for more than 4 hours outside a freezer or without being cooked, otherwise they run the danger or being contaminated and spoiled and have to be disposed of. 5) What is the minimum temperature for hot food and how long may it be kept at that

temperature during any one period of service?

Minimum temperature that hot food can be held is 63o Celcius. Food is allowed to be kept at ambient temperature for 2 hours. 6) Why do kitchens use a different colored system and what is its use? Kitchens use different color coded kitchenware to avoid cross contamination that may occur when for example a piece of meat infected with staphylococcus is used to chop something else as well without properly cleaning it first. There are no legal guidelines on which foods should be cut on which color boards but the accepted coding system in the UK is this: i. Yellow - cooked meats ii. Red - uncooked meats iii. White - Bread and dairy products such as cheese iv. Blue - raw fish v. Green - salad and fruit vi. Brown - raw vegetables, definitely those grown within the soil Some kitchens use knives with the same plastic color coding in the handle to increase safety. While color coding is a first defense line for good hygiene, it is still good practice for a board to be washed in hot water and sanitized when a different food product of a similar type is being cut up. 7) Write a detailed account of each of the main types of food poisoning bacteria,

highlighting foods susceptible to contamination by each.

Campylobacter: Can be found in poultry red meat, fresh milk and water. The symptoms from this type of food poisoning include diarrhea and severe abdominal cramps.

3 Salmonella: Can be found in mammals and birds and especially in eggs (frozen, fresh or dried) uncooked meat and poultry and pre - cooked foodstuffs such as sausages, ham etc and dairy products. It is extremely common especially during hot seasons. However the bacteria cannot stand heat for extensive periods, (30 minutes in temperatures above 100o should be enough to destroy it. Food that is likely to develop salmonella should be prepared immediately. Modern methods of refrigeration and pasteurization have reduced cases of this infection but still it appears from time to time. Symptoms of this food poisoning are abdominal pain, fever, nausea, diarrhea and vomiting. When there is an outbreak of salmonella, it is necessary to discover the source (infected animal, poultry, human etc) and make sure it is treated to avoid repeat appearance of the bacteria. Clostridium: Can be found in meat (large joints usually) stews and large quantities of gravy. Clostridium perfringers in a spore found in the intestines of animals and doesn't require air therefore can survive in sealed containers etc. It is also resistant of high temperatures. Poisoning may be caused by infected meat and vegetables. Bacteria might contaminate crops and soil when sewage are used as fertilizers. Symptoms are abdominal pain and diarrhea. E coli: Can be found in minced beef that hasn' t been cooked properly and fresh milk. Ways to get infected include direct contact with sick animals and ailing people and by contact with soil contaminated by animal droppings. Symptoms include bloody diarrhea and abdominal cramps. But the illness can became serious and occasionally kidney failure and anemia are named as symptoms as well. Staphylococcus: Can be found in dairy products, milk, meats and cream. The bacteria can resist heat pretty well. Because of this special caution is necessary to avoid contamination. Food must be cooked properly and if not consumed immediately placed in a refrigerator. If food is reheated it should be at a temperature strong enough to destroy any bacteria. Symptoms include nausea, vomiting, abdominal pain and low body temperature. Listeria Monocytogenes: Can be found in soft cheeses and all types of pate. Unlike other types of bacteria this one can multiply in a refrigerator. It can be killed by cooking foods properly. People are not in immediate danger by this bacteria however it affects pregnant women, newborn children and elderly people. Other groups of susceptible people are those with cancer of the lymphatic system and leukemia and those who have reduced resistance to infections and suppress their immune systems. 8) Write an account of the provision, positioning and maintenance of sanitary facilities

foe employees in catering establishments.

According to law, management is obliged to provide staff with sanitary facilities for their personal use. These are usually separate from the ones that the customers of the establishment are using. Water closets have to be furnished with wash hand basins soap and drying tools (towels or hand drying machines). The rooms allocated for sanitary facilities must not be close to the food storage rooms, the linen storage rooms, or the kitchen. Also they must be separate from the area where cooking utensils and equipment is cleaned and stored. Sanitary facilities for personnel must be kept well ventilated, clean and well maintained. Usually companies who employ both sexes are obliged to have separate facilities for each sex. After all people who come in contact with food must always be careful so as to avoid spreading diseases.

4 9) Discuss the dangers of rodent infestation and the precautions to be taken against it. By the term rodents, we mean rats and mice. These animals thrive in places where there is easy access to food and kitchens, cellars etc are ideal for their nests, unless properly protected. Rats and mice carry many diseases such as salmonella and other pathogenic bacteria due to their habit of frequenting in sewers and other unclean areas. They transmit those diseases through their droppings, hair and urine. They cause a lot of damage by gnawing human food but they also eat cables, wood, books etc. In order to avoid infestation by vermin a kitchen must be clean. No food must be left uncovered at night and wastage must be placed in sealed containers / bins to avoid attracting the animals. Unfortunately, they multiply quickly and a small infestation can turn into a big one rather easily. The premises should be searched thoroughly and regularly to make sure there are no tell tale signs of rodents such as nesting material, droppings and gnawed supplies. Any repairs that the building might need such as damaged drains, holes in the roof or walls etc must be done as soon as possible. If however an infestation is manifested than treatment must be imminent. Poison is the best way to get rid of the animals but caution must be used. Poison must be placed in places where rodents are sure to get it but it is certain that they will not be exposed to food. Poisons used to destroy vermin are Zincphosphide, arsenious oxide and warfarin. Vermin and the substances used to kill them are dangerous and should be handled by professionals and specialists to avoid accidents. 10) Discuss the heating and cooking of frozen foods in the catering industry. Frozen food have many advantages such as the preservation of seasonal food and a wider distribution of products such as fish or exotic fruits to areas that dont have them normally. It also avoids waste and provided that freezing is done properly, frozen food retains a lot of the nutritional value of fresh foods. However, caution must be used before using any of these products. Bacteria do not die in low temperatures and once the food is unfrozen, danger by them is still there. Several studies prove that and as a result most frozen products include in their packaging detailed instruction of cooking to avoid food poisoning caused by spoiled food. Caution and experience dictates that cooks must use thermometers and test the food regularly to make sure they are cooked thoroughly. Food that has thawed out must never be frozen again. Usually items from deep freeze must be completely unfrozen before cooking. Otherwise the meat is cooked only on the outer surface while the inside that could still carry potential bacteria might be left uncooked and therefore dangerous. Other products such as fruit that will not be cooked is best to be left outside the fridge and be allowed to defrost naturally. However before they are served they must be thoroughly inspected to make sure they are not damaged in any way. Some catering facilities rely heavily on frozen food, providing entire meals that only need defrosting before serving. Fast food industry has been flourishing because of frozen meals! The disadvantages are that although defrosting food does not require the expertise of a chef, it still needs a level of attention to make sure the product is not dangerous for the consumers. Also although modern techniques are keeping many of the nutritional values of food intact, it is not the same as fresh food. Fast food (who is mainly frozen meals) have often been accused of promoting obesity. 11) What is an Emergency Prohibition Order? If an officer believes that a business gives rise to imminent risk to health, he or she may close the business by issuing a Hygiene Emergency Prohibition Notice. The matter will then be put to the court,

5 which if satisfied that the business does pause an imminent risk to public health will impose a Hygiene Emergency Prohibition Order to close the business. So in short health officials inspect any catering business at regular intervals and if the laws stated by the Food Safety Act 1990 and the Food Hygiene (Wales) Regulations 2006 are not observed then they can and will shut down any catering establishments. For an emergency prohibition order to be lifted the court must be satisfied that Food Business Operator has taken suitable measures to ensure that the health risk(s) no longer exists.

12) Explain the following terms: a. Vegan b. GM Foods c. Low Alcohol Drinks d. Table d Hote
a. A vegan will not eat any animal products, for example: No meat nor other products that come directly from killing an animal such as animal fats and gelatin. No dairy products such as cow milk, cheese and yogurt, nor goats' s milk No eggs nor food containing eggs. b. GM Foods means genetically modified foods. GM normally involves the insertion of genes carrying a specific trait from one organism to another. c. A lower alcohol beverage is defined as a drink containing between 0,5% and 1,2% alcohol. d. A table d' Hote menu is a menu where multi - course meals with only a few choices are charged at a fixed total price. Such a menu may also be called prix fixe ('fixed price') The terms set meal and set menu are also used. Table d' Hote contrast with 'A la Carte' where customers may order any of the separately priced menu items available if given. 13) Describe the main aims of provision of a menu for customers and the main

constraints that limit choice.

The aims of a restaurant menu are to give customers a specific idea of what they can eat and at what price. But thats only part of it. Menus are supposed to give options to customers that they normally wouldnt have a home, so they have to be creative and interesting. At the same time if the restaurant wants to keep its clientele the meals must be nutritious and cover the customers needs in calories and vitamins. That is essential in every meal and is the goal of every catering facility whether its a MacDonalds or a five star restaurant. Also it is important to satisfy a wide range of preferences such as offering childrens meal or vegetarian meals. Health issues dictates that the customers are aware of the ingredients of the recipes because of various allergies (allergy to nuts, lactose intolerance etc.) that could make food dangerous for certain individuals. Finally the menu must balance between quality ingredients and profit and a compromise must be reached that wont jeopardize the restaurants future. Extremely low quality ingredients might lead to less customers choosing the restaurant for their meals but undercharging dishes also has negative effects in the restaurants profits. One of the main constrain that limit choice is the type of establishment the menu is created for. This

6 must be reflected on everything from pricing to service provided. The capabilities and talent of kitchen and service staff must also be taken into account when setting limits to the potential menu. The actual space and equipment that cooks have to work with is also one of the factors that affect the menu of restaurant. The type of supplies that are readily available are extremely important when designing a menu and last but not least the dishes featured must be appealing to the patrons the restaurant is targeting otherwise they will not choose that establishment. 14) What are the four major factors when designing your menu card / folder to give the

best possible impression?

The four major factors of designing the actual card / folder are: Format. The customer should be able to handle the menu with ease. Especially if the table is already set or overcrowded Font. The menu should be easy to read but at the same time interesting. If the restaurant has something special to offer it can use bold lettering or promote a set menu etc. Paper. It must be durable to stand up to frequent use. It is a good idea to have the menu paper coated so that it cannot be soiled. Covers. They should be well thought of and well designed. The impression that the cover gives is very important. If it is not well maintained it gives the wrong idea about the whole establishment. Overall the menu is the caterer' s major sales tool. It can set the tone and the spirit of the restaurant. The menu should reflect the personality of the restaurant and also appeal to the mood of the patrons.

15) What is the most suitable style of food service system to operate in the following situations: i. The staff of a large manufacturing company based on one site ii. A wedding reception for 200 guests in the grounds of a Golf Club iii. A dinner for the members of a fine dining society at a local college
i. The staff of a large manufacturing company would best be served by a counter or cafeteria service. Usually people will want to have their meal on their breaks that don' t last very long, so speed is essential. Also this kind of service is cost effective and saves space - all each customer can eat will be contained in a tray - which is always the company' s objectives ii. A wedding reception would best be served by plate silver service. On one hand all 200 guests will need to be served at the same time - a difficult feat even for a group of experienced waiters. On the other hand a wedding is a very important moment in the new couple' s life and by extension to the lives of their friends and family and must not be spoiled by sloppy service, so a plate silver service is a good combination. The waiters present the food already served by the kitchen but can still add personal touches when serving the wine and fruits. iii. For a fine dining society only the best will do so it is either a gueridon or a full silver service. People of a fine dining society have time and inclination to enjoy a meal not just for the food but for the overall service and ambience. The waiters have to be experienced and able so as to showcase everything that the restaurant has to offer and make the customers feel special and appreciated.

16) Describe the main service routines involved in the operations of a restaurant of a

major hotel commencing with breakfast through to 19:00 hours.

The most difficult meal of the day is breakfast because usually there is a big turnover at roughly the same time so the restaurant must be prepared. Waiters and kitchen have to be present to arrange for everything half an hour before the arrival of the guests. The tables must be set, there has to be plenty of silverware, plates and glasses available. Let' s assume that this particular hotel has a buffet menu - it is a very common practice these days. The hotplates must be on and all the tables must be fully stocked with the essentials salt, pepper, sugar and milk. If there are lower arrangements they should be fresh and neat. The tablecloths and other linen should be clean and well arranged. During breakfast waiting staff must be aware of the guests and be ready to replemish anything that is missing or running low - toast or orange juice for example. After breakfast the tables should be cleared maybe some tablecloths must be changed. All the breakfast menu must be set aside and left overs handed back to the kitchen for storage. Then once everything is clean the restaurant must be prepared for lunch. The head waiter must inform the waiting staff about any bookings and any special requirements (ex. birthdays etc) and then inform the kitchen as well. The arrangement of plates and silverware depends on the type of menu the hotel serves. Table d' Hote and a la carte menus are different. If the hotel offers buffet lunch new hotplates must be prepared. Once the last guest leaves the waiting staff must once again clear everything and start arranging things for the evening tea. Most hotels do not serve the traditional evening tea meal because it is no longer profitable, however most of them still have a tea and biscuits service that although not very elaborate still needs some preparation. Clean silverware is in order as well as a small stock of jugs of milk and sugar and maybe an arrangement of biscuits somewhere. After this service is over the restaurant, staff must prepare for the breakfast next morning. The waiters must make sure they have all the socks they need for next day and maybe set the tables to save time in the morning. 17) What range of measures may be used in the service of spirits? The capacity measures used for drought beer or cider are one - third of a pint, one - half of a pint or multiples of one - half of a pint. If the beer or cider is dispensed through a stamped measuring device provided that the guest can observe it being dispensed, the before mentioned measure does not apply. Gin, whisky, rum or vodka must be dispensed in quantities of 25 milliliters or 35 milliliters or multiples. Guests should know which measure is used by a sign that displays exactly. These rules don't apply in mixed drinks such as cocktails. Wine is also sold in metric measure of either 125 mls or 175 mls or multiples of those two. Wine can also be sold by the carafe in qualities of 250 mls, 500 mls, 750 mls or one litre. Close container of liqor must have a clear indication of the quality of their contents. 18) Identify four examples of malpractice that might take place behind a bar. How could

you seek to counteract the practices you have identified?

8 i. Drinks might not be uniform. Staff due to negligence or inexperience might not mix the drinks properly or not follow the recipes. That is bad because the size of a drink and alcohol it contains might change and it makes a really bad impression to the customers who expect a cocktail to be just 'so' and end up being served something else. The bar manager must keep an eye on the staff and regularly test new appointed people to check that they know what they are doing. Occasionally the business might employ outsiders as 'secret customers' to check the performance of the bar staff. ii. Sometimes staff might be 'carried away' and offer a well - known customer a free drink or two. That is a very bad practice as it sets precedence with the customers and occasionally it is not even a gesture of good will. The barman intentionally 'sells' the drinks without giving the bar it' s due. This sort of thing is very close to pilferage and even closer to theft. People who practice that sort of thing should be reprimanded once and if they persist, should be let go. iii. Another way bar staff can increase their income at the expense of the company is by bringing and selling their own supplies. It is very difficult to catch people who deliberately try to swindle the business like that. The managerial staff must be very trustworthy and vigilant to catch these people red - handed. Once again the only solution to be certain this practice is stopped is to let the people who are caught on the act go. iv. A malpractice that sometimes occurs when the bar is very busy or the staff is not properly trained is that service becomes sloppy. Cold drinks are not served ice cold or garnishes are not fresh and clean and glassware is not sparkling. That can be rectified by making sure that there is enough serving staff when the bar gets busy and that everyone knows what they are doing. Proper training will make things run smoother on any occasion. 19) Draw a sketch of a large kitchen layout from a hotel or restaurant that you are

familiar with and (i) describe the main features (ii) comment on its weaknesses, making reference to the style of service.

(i) The L shaped kitchen layout allows more equipment to be placed in a small area. Although not very extensive this kitchen layout allows two or more people work comfortably. The furthest to the left side is the roast oven. Next to it is the broiler and the fryers followed by a collection of smaller ovens. Opposite those is the steam table along with the sink and the cook' s table. On the right side we have a selection of kettles and a steamer and opposite of the steamer is the bain marie. (ii) The main problem is that the storage room and the fridges cannot be placed in the same area as the actual cooking. When work is slow or medium fast the time it takes the kitchen staff to move from one area to the other is negligible. But when the restaurant is busy and time is of the essence then it is a problem. Also the washing of dirty plates and silverware has to be done elsewhere. However the separate entrance and exit from the kitchen ensures that people coming in and out don't bump into each other. 20) What procedures would you expect to find for the purchase and storage of food

commodities?
When purchasing food for the hotel the buyer must be very careful. It is always advisable to use reputable shops that are supplied by known sources. The buyer when purchasing meat must make sure to check all the seals of approval that the animal is required to have. There are telltale signs and smells that identify freshness and staleness in meat. Also the vegetables must be fresh and crisp. To make sure that they are fresh the buyer must either buy from the source - the growers or when that is not possible from sellers whose turnover of stock is daily. Frozen goods when purchases must be of a certain temperature and properly stored and the instructions on the label and the sell by date must be carefully considered. The correct procedures for purchasing food are: Identify the needs of the restaurant. Check the records to decide what the kitchen is short of

10 and what the consumption of said item is to determine quantity that needs to be purchased. Check the vendors. Pricing and quality might differ from provider to provider. The purchaser must find the correct balance between quality and price. Also there is legislation to consider. Build relationships with producers. Usually hotels have specific vendors that they use to purchase the products they need. That helps them when purchasing large quantities and paying for said products. The buyer must take into account delivery options and times. Sometimes delivery adds considerably to the cost. The purchaser must consider new trends and guests preferences when placing orders. These are the general rules when ordering supplies. Different items however require different approach. There are specific rules that must be followed when buying meat, poultry or fish to ensure their freshness and suitability. Storage of the purchased goods must be close to the area of use so as to avoid unnecessary movements. A central location for all the stores has a lot of advantages. It is easier to secure against theft and pilferage. And it is easier to stop overstocking or under stocking. The actual room itself should be dry and clean. Its size varies according to the needs of the kitchen and the daily usage. If the hotel has extensive stores then a storekeeper should be appointed to make sure that all necessary documentation upon receiving goods is ok and all appropriate forms filled. Also authorized personnel should do inventory checks on regular intervals. Storage procedures: Received goods must be inspected to make sure that food is clean, wholesome free from spoilage, misbranding, and safe for human consumption. The food must have been prepared, processed, handled, packaged and stored in a sanitary manner. Correct records must be kept to avoid financial disputes and pilfering later. Bulk products such as sugar and flour, can be emptied into tightly covered, properly labeled approved containers to prevent outside contamination. Storage containers must have openings large enough to allow easy cleaning between uses. All food must be labeled and dated. Arrange containers apart from one another in a refrigerator to ensure proper cooling. This allows air to circulate around containers. Cover all food while in storage. Covering keeps food from drying out and minimizes the possibility of contamination. Use foods on a first in, first out basis (fifo). Refrigerated, ready-to-eat, potentially hazardous food prepared and held for more than 24 hours in a facility must be marked with the date of preparation. It must be discarded if not sold or served within ten calendar days. 21) What is meant by stock control? Illustrate your answer outlining one method of

record keeping.
Stock control is used to evaluate how much stock is used. It is also used to know what is needed to be ordered. A way to keep track of stock. A way of controlling the stocks is trough a stock ledger. List all the items in storage. A proper stock ledger whether its a form or a card or a computer file, is actually a list of all the items in stock. Provide ample information. They should include information such as cost of each individual item, name

11 and description if possible, the name of the supplier and the usual way of ordering from him (for example his fax or email) and the minimum quantity that is necessary before restocking is needed. Check regularly and compare. The store keeper must know at a glance what is running low. Also by booking at a previous ledgers and checking the profits it is easy to see if there is any wastage or whether the resources are badly handled. For example if there are 3 chickens in the fridge today but yesterday there were 5 that means 2 have been sold. Assuming that each chicken is a portion and is sold for 10.00 GBP then the gross profits should be 20.00 GBP. If it is less the discrepancy must be noted. 22) Draw up a flow diagram to show the passage of a fillet of beef from when it is

ordered from the supplier to being served to the customer, showing the critical control points.

Supplier

Checked for freshness by the purchaser

Moved from the supplier to the hotel

Checked again before being accepted by the store keeper

Catalogued and entered at the stock ledger

Taken by the kitchen for cooking

Pre preparation CCP Thaw in refrigerator

Preparation CCP Cook to minimum temperature 155oF

Holding CCP Cover and maintain above 140F

Service CCP Maintain above 140F

Course Title: Study Unit Title: Test Paper: Student Reg. No: Name: Date:

BTEC Level 3 Cert. In Hospitality Business and Finance 40252/05 20901513 Maria Dellaporta 03 September 2013

1. Explain and describe the books and business forms needed when starting a small hotel.
The main books needed when operating a small hospitality business are: A ledger A cash book A journal A petty cash book Additional books the business might use are: A wage book A stock book The ledger is a book containing all the accounts of the company. All the assets and liabilities of the business except for the bank and cash in hand transactions are there. Retailers may have one official ledger but keep separate accounts in separate ledgers for convenience. For example a small or big retailer may keep books for customer accounts, creditors accounts and impersonal accounts. The entries from the extra ledger and the cash book are very carefully transferred to a single ledger. The ledger should contain both personal and impersonal accounts. As impersonal accounts should be considered the fixed asset accounts (ex vehicles, equipment etc), the revenue accounts, the expense accounts (purchases, wages, heating etc) and miscellaneous accounts (capital or drawings etc). The cash book has entries of all cash transactions taking place whether it is money in or out of the account. The cash book usually is kept in accordance to the companys bank statements and need to be balanced regularly for example once a week but can be done more regularly if need be. A journal is what we call a book of original entry, which means that it is used to capture transactions as they happen, be it a check written, a sale collected or a purchase made. Whatever happens, there is an accounting journal for it. It is possible for small businesses to operate without one and simply post entries to the ledger by transferring them from ledger accounts but it is risky as it has a large margin of error. A journal entry must have a date, details explaining what this entry is about , journal voucher number and a credit and debit columns. A petty cash book is one in which all small payments made through petty cash fund are recorded systematically. The book is very important for small businesses as it supplies information regarding petty payments made on different people more easily and quickly. It also saves time as each payment under a particular person is not posted into the ledger separately and helps to make the main cash book more informative, clean and clear by including only major transactions. Finally there are a few other books a business might decide to keep but a small business will have a wages and salary book and a stock book. As a wave we mean payment for labor or services to a worker, especially remuneration on an hourly, daily or weekly basis or by the piece. A stock book is a

list of all the assets the company has including a variety of things from bed linen and kitchen utensils to buildings and vehicles. It is good to keep track of that so as to know how often you need to replenish your stocks and how much it would cost.

2. Explain the purpose of the cash book in accounting. Rule up a cash book for the Miranda Hotel and enter the following transactions for the first two weeks in May. After you have completed this, post the entries to the appropriate accounts. MIRANDA HOTEL May 1 Balance of cash brought forward from April 2.000 2 Paid Business Rate 100 3 Made cash sales of 500 Bought new table linen - 150 4 Received 400 from I Adams for use of conference facilities 5 Paid electricity bill - 500 6 Made cash sales - 450 7 Paid Airy Dairy 150 for milk deliveries in April 8 Purchased goods for cash valued - 250 9 Received 300 from Jones ltd for use of banqueting room 10 Made cash sales of - 80 11 Bought petrol for hotel minibus - 25 12 Paid Poultry Supplies Ltd 280 for goods purchased in April 13 Paid salaries - 500
A cash book is a journal in which all cash receipts and payments (including bank deposits and withdrawals) are recorded first in chronological order for posting to general ledger. A cash book is regularly reconciled with the bank statements as an interval auditing measure. It needs to have cash disbursement entries for all cash payments (such as accounts payable etc) and cash receipts entries in which all cash receipts such as cash, sales etc are recorded.
Miranda Hotel Cash Book Journal Date 01-May 02-May 03-May 04-May 05-May 06-May 07-May 08-May 09-May 10-May 11-May 12-May 13-May (b/d) Particulars Balance Business Rate Cash Sales new table linen I Adams electricity bill Cash Sales Airy Dairy Purchased goods Jones ltd Cash Sales petrol for hotel minibus Poultry Supplies Ltd salaries 300.00 80.00 25.00 280.00 500.00 450.00 150.00 250.00 400.00 500.00 500.00 150.00 Dr Cr 100.00 Balance 2,000.00 1,900.00 2,400.00 2,250.00 2,650.00 2,150.00 2,600.00 2,450.00 2,200.00 2,500.00 2,580.00 2,555.00 2,275.00 1,775.00

1,730.00 Balance 1,775.00

1,955.00

3. From the figures given, draw up the Petty Cash Book, enter the items and balance showing the brought forward. Opening float - 30.00 (as 1st April) Paid out bus fare - 4.00 Paid out postage - 1.70 Paid out cash - 10.00 (owner for himself) Paid out light bulbs - 1.40 Paid out envelopes - 2.50 Paid out flowers - 6.50
Miranda Hotel Date 04/01/2013 Particulars Float Bus fare Postage Cash Light bulbs Envelopes Flowers Total Spent Cash left Float 30.00 4.00 1.70 10.00 1.40 2.50 6.50 26.10 3.90 30.00 05/01/2013 Balance Reimburses Float 3.90 26.10 30.00 4.00 4.20 1.40 2.50 6.50 16.50 1.40 4.00 1.70 10.00 Petty Cash Book Journal Payments Transportation Postage Expenses Misc

4. What is a Bank Reconciliation Statement and use an example to illustrate its purpose.
A book reconciliation statement is a calculation comparing the cash book balance with the bank statement balance. Sometimes the bank statement and the cash book dont agree. That is not unusual because the bank does not action the entries at the time the businessman enters to his cash book but at the time that they actually happen. So a check might exist as an entry at the cash book but it will appear at the statement when it is presented to the bank for payment. Supposing Mr. Williams has received two checks as payment for services rendered at the amount of 150.00 by Jones and 200.00 by Smith and he has also signed a check to settle the account that he has with Super Cleaners ltd at the amount of 100.00. In order to make his book agree he has to reconcile them. DR Balance per bank statement Checks not yet presented Super Cleaners ltd 100.00 100.00 400.00 CR 500.00

Checks not yet cashed Smith Jones Balance per cash book Debit 500.00 350.00 850.00

200.00 150.00 750.00 Credit 100.00 750.00 850.00

Balance in hand as per bank Additional amount

Payment not in the bank Balance in hand per cash book

5. Draw up a trial balance for the Master Hotel from the figures given: Capital - 11,950 Creditors - 100 Cash at Bank - 175 Plant & Equipment - 2,500 Cash in hand - 25 Rates - 120 Premises - 10,000 Debtors - 50 Stationery - 20 Telephone - 80 Sales - 5,500 Purchases - 2,035 Wages - 1,500 Equipment Repairs - 195 Drawing - 850
Debits Capital Cash at bank Cash in hand Premises Stationery Sales Wages Drawing Creditors Plant & Equipment Rates Debtors Telephone Purchases Equipment Repairs 2,500.00 120.00 50.00 80.00 2,035.00 195.00 17,550.00 17,550.00 1,500.00 850.00 100.00 175.00 25.00 10,000.00 20.00 5,500.00 Credits 11,950.00

6. Using the balances from question 5, prepare a Profit and Loss account and a Balance Sheet.
Miranda Hotel Statement of Profit and Loss For the year ended XXX
Sales Purchases Gross Profit 5,500.00 2,035.00 3,465.00

Wages Rates Telephone Equipment Repairs Net Profit

1,500.00 120.00 80.00 195.00 1,895.00 1,570.00

Miranda Hotel Balance Sheet As of XXX

Assets Cash at bank Cash in hand Premises Debtors Stationery Plant & Equipment Total Assets 175.00 25.00 10,000.00 50.00 20.00 2,500.00 12,770.00

Liabilities and Equity Creditors Capital Drawing Retained Earnings Total Liabilities and Equity 100.00 11,950.00 (850.00) 1,570.00 12,770.00

7. a. b. c. d.

Describe the uses of the following ratios within final accounts, using examples: Acid Test Return on Capital Employed Net profit margin Debtor collection days

a. Acid test is an indicator that determines whether a firm has enough short term assets to cover its immediate liabilities without selling inventory. It is calculated by using this formula: Cash + Accounts receivable + Short term investments Current liabilities Supposing a small business has 150.00 cash and 450.00 accounts receivable but no short term investments as liabilities could be considered money owed let s assume its 300.00. The acid test would be: Net Profit Ma =2 300.00 That means The business is viable and in the worst case scenario where the liabilities have to be covered in a hurry, the company will be able to respond. b. Return on capital employed (ROCE) is a ratio that indicates the efficiency and profitability of a companys investments. Return On Capital Employed = Operating profit X 100 Capital employed

So suppose Miranda hotel has profits of 150.00 from sales, its total assets (including buildings etc) is 300.00 and its total liabilities or expenses are 90.00 the ROCE would be: 150.00 X 100 = 71.43 300.00 - 90.00 c. Net profit margin is a measure of profitability and it is a measure of profitability and it is a ration comparing net profit after taxes to revenue. Net Profit Margin = Net Income X 100 Revenue Example suppose a company has revenue of 150.00 and its cost is 80.00 then using the above formula: Net Profit Margin = (150.00 80.00) X 100 = 46.67 150.00 d. Debtor collection days are a measure of the average time payment takes. The formula is Trade Debtors X 365 Sales The lower the debtor collection days the better. Example: Suppose business A has sold on credit to A. King 300.00 and to J. Jones 200.00 and its revenue is 1600.00 then 500 X 365 = 114.06 1600.00

8. a. b. c. d.

Explain briefly the following accounting terms, giving examples Profit Assets Capital Liabilities

Profit is the positive gain remaining for a business after all costs and expenses have been deducted from total sales. Profit is also referred to as the bottom line, net profit or net earnings. Example: Merchant X has made 350.00 in Sales and he has spent is 200.00. The formula for calculating profit is: Sales Expenses so 350 200 = 150. His profit is 150.00 An asset is an economic resource that a) can be owned, and b) is expected to provide future economic benefits. Assets create or preserve wealth, making them of utmost importance to both individuals and companies. Example: A company lists its assets on its balance sheet. Common asset categories include cash and cash equivalents; accounts receivable; inventory; prepaid expenses; and property and equipment. Although physical assets commonly come to mind when one thinks of assets, not all assets are tangible. Trademarks and patents are examples of intangible assets. Capital is money available to a company for day-to-day operations. Capital is a common measure of a company's liquidity, efficiency, and overall health. Positive working capital generally indicates that a company is able to pay off its short-term liabilities almost immediately. The formula for this is Current Assets - Current Liabilities. Example: Suppose company Z has Assets Liabilities Cash 600.00 Brown 200.00 Inventory 350.00 Purchases 100.00 Jones 50.00 1000.00 300.00 So for company Z Capital = 1000.00 - 300.00 = 700.00 Liability is a company's legal debts or obligations that arise during the course of business operations. Liabilities are settled over time through the transfer of economic benefits including money, goods or services. Liabilities include loans, accounts payable, mortgages, deferred revenues and accrued

expenses. Liabilities are a vital aspect of a company's operations because they are used to finance operations and pay for large expansions. Example: Let's assume that Hotel Miranda sold 1000.00 of gift certificates during the holidays. The gift certificates entitle the holders to 1000.00 worth of stays, and Hotel Miranda must therefore record a liability for these stays. As the gift certificates are redeemed, the company reduces the liability.

9. What are the main methods of calculating depreciation? Give suitable examples to illustrate your answer.
One method of depreciation is the straight line where a specific set percentage is calculated from the original cost price and then reduced yearly from the assets value. The second method of depreciation is the reducing balance where a percentage is set but it is applied on the remaining balance of the cost price each year. Example Trader B buys a restaurant business. The building costs 100.00 and the fittings another 50.00. The depreciation method used for the building is the straight line and the reduced balance is used for the fittings. The annual depreciation for the building is 10% and for the fittings is 30%. Building Year 1 100,000.00 10% 10,000.00 New book value Year 2 100,000.00 10% 10,000.00 Year 3 100,000.00 10% 10,000.00 Year 4 100,000.00 10% 10,000.00 Fittings Year 1 50,000.00 30% 15,000.00 New book value Year 2 50,000.00 30% 10,500.00 Year 3 50,000.00 30% 7,350.00 Year 4 50,000.00 30% 5,145.00 In the books the previous would be added as: Building Year 1 Jan 1 Balance 100,00.00 Dec 31 100,00.00 Year 2 Jan 1 Balance 90,000.00 90,000.00 Year 3 Jan 1 Balance 80,000.00 80,000.00 Year 4 Jan 1 Balance 70,000.00 70,000.00 Fittings Year 1 Dec 31 Depreciation Balance Dec 31 Depreciation Balance Dec 31 Depreciation Balance

90,000.00 80,000.00 70,000.00 60,000.00 35,000.00 24,500.00 17,150.00 12,005.00

Depreciation Balance

10,000.00 90,000.00 100,00.00 10,000.00 80,000.00 90,000.00 10,000.00 70,000.00 80,000.00 10,000.00 60,000.00 70,000.00

Jan 1

Balance

50,000.00 50,000.00

Dec 31

Depreciation Balance

15,000.00 35,000.00 50,000.00 10,500.00 24,500.00 35,000.00 7,350.00 17,500.00 24,500.00 5,145.00 12,005.00 17,150.00

Year 2 Jan 1

Balance

35,000.00 35,000.00

Dec 31

Depreciation Balance

Year 3 Jan 1

Balance

24,500.00 24,500.00

Dec 31

Depreciation Balance

Year 4 Jan 1

Balance

17,150.00 17,150.00

Dec 31

Depreciation Balance

10. How does the Front Office staff balance the Visitors Ledger?
The Tab is a record of all sales. Compiling it is the responsibility of people who work in the front office. Every time a sale of goods or services is completed whether its on credit or debit must be transferred to the tabular ledger. For example if a guest pays for his accommodation or if he has a meal on the hotels restaurant and wishes to pay on check out, both of these transactions must be transferred to the appropriate point in the tabular ledger. Each transaction has its own column on the ledger. There should be some columns for identification purposes first (for example room number and name) and then accommodation and separate column for the restaurant etc. Every hotel has a specific time each day when the tab is closed. Then all charges of the day are done and accommodation charges for the night are posted. Every sale that happens from that day forward will belong to the next day to balance the tab.

11. Describe how guests charges are incurred and posted to their account.
Hotel guests incur charges every time they purchase anything or use the hotels services. The charges could be meals bought in the hotels restaurants, accommodation, phone and internet charges, shopping done in the hotels shops and use of the hotels services such as the gym or trips booked via the hotel etc. Once the charge is incurred they will be passed to the hotel bookkeeping department (if a manual account system is in place) and added to the guest bill or will be automatically added to the guests' bill direct from the till or terminal used to enter the charge.

12. Describe a Tab Summary Book.

In order to explain the Tab Summary book first a description of the visitors tabular ledger is necessary. There are two types of ledgers one Horizontal Tabular Ledger and the other, Vertical Tabular Ledger. On one side of this ledger, one column is provided to each registered guest and one column is provided to each registered guest and column is provided for each item of sale of food, beverages, services etc. The Tabular sheet contains debit and credit sides. Thus Visitors Tabular Ledger records all aspects of both debit and credit transaction either on upper and lower sections or on the left and right section. Such Visitors Tabular Ledger dose not confines itself only to sales but it also includes all transactions that concern sales. This implies that amount paid by customer against outstanding debits; allowances and transfer to other ledgers are also recorded. Thus both debit and credit transactions

relating to customers are recorded in their respective columns. In such Tabular ledger if one column is provided for cash sales, then it can give the picture of total sales of the hotel of the day. The completed Visitors Tabular Ledger gives the following information: a) The sale of each department, total sale of the hotel of a particular day of each type of meal, beverages and services etc. b) The total debit balance of a departed guest transferred to ledger account or transferred to other guests account. c) Cash paid by guests during the day and allowances given to them. d) The details of individual customers account and the total owing by resident guests at the close of the day. Once the Visitor's tabular ledger has been completed it is presented to accounts. Then the total (summary) of each business day is added to the Tab Summary book that looks like the tab but also has additional information about previous years figures for statistics and comparison. The Tab Summary Book is reconciled weekly and monthly. This book provides the accountants with the information necessary to create the company's trading accounts (weekly, monthly, quarterly, half - yearly and yearly), as well as the final accounts and various statistical figures.

Course Title: Study Unit Title: Test Paper: Student Reg. No: Name: Date:

BTEC Level 3 Cert. In Hospitality Human Resources Management 40252/06 20901513 Maria Dellaporta 16 September 2013

1. What factors influence labor turnover in the hospitality industry?

One common cause of high employee turnover rates is low pay and benefits packages. When a worker is employed in a low-wage position with limited benefits, there is little incentive to stay if a similar employer offers even a slightly higher rate of pay. Low entry positions are hardly ever adequately rewarded and may push employees to seek companies and or positions that will pay them what they're worth. The hospitality industry is a 24/7 business requiring long hours, open availability, and low pay. Seasonality is another reason. Many hospitality positions are seasonal in nature. While lay-offs are a necessity for business survival, they are hard for workers who will receive minimal unemployment benefits. Many people might choose another industry to avoid long periods of unemployment during off - peak times. Poor job matching is another common cause of high employee turnover rates. Workers who are employed in jobs for which they are over- or under-qualified, may feel frustrated and be inclined to look for other work. For many people postings in positions like reception or housekeeping is nothing more than a stepping stone, a temporary position, until they finish school/university so they can move on to their 'real jobs' Hospitality industry workers experience jobs that are tightly controlled, routine and monotonous. Their role as service providers however demands that they present an appropriate emotional response regardless of the circumstance. Often their shifts include uneven hours, such as early followed by late shifts, working on Christmas and Easter etc creating a general emotional fatigue that most workers are unable to cope with and lead to general dissatisfaction about their roles. Finally the problem is so vast that most companies prefer to focus on the results rather than the actual problem. Many hotels find replacing employees easier than forming retention strategies, therefore creating a vicious circle of employees leaving because they are easily replaced and positions being vacant because employees are leaving.

2. What steps could you, as a manager, take to improve the stability of employment?
The first step would be to clarify what the hotel is about. For example is this a family friendly hotel or not, is the target group holiday makers or corporate customers? That will give employees a better idea about how they should approach their guests or patrons. The next step would be figuring out exactly what employees need and want. Most hospitality industries hire people from all sorts of background and experience. It is unreasonable to assume that each and every one of the employees has all the tools, training, and support from supervisors they need to excel. It is necessary to check.

Another step would be open lines of communication. Training sessions, memos, newsletters, FAQs, and regular meetings can all be used to provide information necessary for the best possible customer satisfaction. I would make sure to ask questions, and if people are confused, redesign the way the information reaches them. I would figure out a way to get all of the employees engaged in planning and decisionmaking. That hotel's success becomes theirs: something theyre willing to fight for. To do this, whenever possible, ask for input and use their ideas. That way, they feel appreciated and important. This can not only empower and motivate employees, it can also lead to new and more productive ways of working that normally would be overlooked during more stable times. Feedback is another great motivator. Positive feedback should be given right away, to encourage more of the same performance. Negative feedback should also be given a.s.a.p., so that workers have the opportunity to self-correct. Also saying Thank you! for a job well done. Its a powerful motivator, and should be done often. I would use my judgment, wisdom, and experience to create a supportive environment. When problems arise, examine the circumstances, understand the context, and only then pass judgment. A manager should when problems arise, examine the circumstances, understand the context, and only then pass judgment. Respect and trust your team and you will get the same in return. If I make a mistake, I will apologize and admit I wrong. I believe that making work fun really pays off, since people often get a lot more done when they enjoy themselves. It is important not to lose touch with the day to day activities (you cannot offer advice simply quoting books) and it builds trust among employees to see people with sunny disposition in charge. People need to feel appreciated and useful. They need to feel that management sees them as valuable members of a team. So as a manager I would try to earn my teams trust that I am doing anything in my power to retain them and not treat them like tools that can easily be discarded. Finally incentives such as monetary rewards when targets are achieved always help people to enhance people's performance and lead to higher levels of job satisfaction.

3. Identify and as appropriate, explain the main areas involved in the management of Human Resources.
A human resources department is responsible for: Selecting, assessing and terminating staff. One of the main functions of every human resource department is going through the process of finding personnel when it is necessary. Also assessing the individual workers performance and maybe handling their termination is the responsibility of HR. Training on the job and educating personnel. Another very important function of the HR department is training and generally educating personnel for the company. In any industry new trends are emerging all the times and staff must be constantly updated to keep up. That is especially true in hospitality as new markets are constantly emerging and competition is fierce. Health and safety of employees. HR must ensure that the environment is safe and that health

hazards are as limited as possible. Like in every industry hospitality has its dangers that is why there are specific regulations in place to keep both employees and the public safe. Human resources must make sure that the standards are kept. Wages, bonuses etc. Another responsibility of the human resources has to do with the staffs wages and compensations. A lot of companies have schemes that reward full attendance or bonuses when the hotel reaches an occupancy target etc. Human resources gather information and statistics about staff performance and disperse funds according to the companys policy.

4. Where might a manager most effectively target recruitment campaigns?

Hospitality today requires a very wide range of skilled professionals and therefore not everyone can be found in the same place. Supposing we are dealing with a large hospitality unit I can see the following choices: Low entry personnel such as waiters and room attendants usually comes through agencies. Usually there is a very large turnover in these positions as a lot of people dont consider them real jobs and carry a heavy stigma. The company cannot waste resources and time trying to make the best possible selection so an agency can perform the preliminary interviews and background checks and then offer acceptable candidates to the HR department. Smaller scale companies might advertise vacancies through job centers. Medium entry personnel and middle management such as duty managers, head receptionists etc are a different matter. Usually vacancies are advertised within the company itself just in case there are interested parties who can fill the position (example people might move from reception to the reservations department). In the same spirit colleagues might have possible candidates to suggest. Also trade journals and websites is a good way to attract candidates. Finally there is the higher managerial personnel to consider. The process here is a little different especially for big hotels as the SEO usually has very little to do with the day to day operations of the hotel and more to do with major financial decisions and strategy. So sometimes it might not even have academic diplomas (Nassetta Christopher SEO of Hilton industries has a degree in finance) but must have plenty of experience in the field. Once again the company must look to its own for people before attracting outside talent.

5. What is job analysis and how might it be used in an organization?

A job analysis is comprised of three things: the tasks that make up a job, the conditions under which they are performed, and what are the job requirements in terms of potential for achievement, attitude, knowledge, skills, and the physical condition of the employee. The reasons companies use job analysis are to determine the most efficient methods of doing a job, to enhance the employee's job satisfaction, to improve training methods and to match the right people in the right position. The outcome of a job analysis would be an accurate job description. Employee job descriptions are written statements that describe the duties, responsibilities, required qualifications, and reporting relationships of a particular job. Poorly written employee job descriptions add to workplace confusion, hurt communication, and make people feel as if they don't know what is expected from them.

6. Prepare a memorandum to the new manager outlining the procedures you would recommend to prepare for the arrival of a candidate for a recruitment interview.
Good morning Dian,

In view of the arrival of a potential new recruit I would like to make a few suggestions: Spend time reviewing the job description and specific skills that are required to perform the job. That will help you focus on the information you need to obtain. Put the candidate at ease. Interviewing can be stressful, so do your best to help candidates relax. Make sure he is greeted and escorted, if necessary, to the interview location. Study the candidates application and resume so you can ask specific questions about work history and job skills. Tell the candidate a little about the job, a brief summary of the position, including the prime responsibilities, reporting structure, key challenges and performance criteria. This will help the candidate provide relevant examples and responses. Take notes. Write down important points, key accomplishments, good examples and other information that will help you remember and fairly evaluate the candidate. Invite candidates to ask questions. That will help you understand what the candidate expects and wants from this company. I hope I was helpful.

Kind Regards Maria Dellaporta

7. Discuss the main points that management should consider when organizing internal training for their employees.
Internal training offers employers and employees advantages that are not found when you send an employee to an external training program or seminar. Training transfer occurs more naturally and employees cement learning through training other employees. On-the-job training that enhances an employee's skills and ensures her readiness for the next promotion, is generally far superior to a public seminar. Employees appreciate the chance to develop knowledge and skills without ever leaving work. And, you can customize the on-the-job training employees receive to your workplace needs, norms, and culture. Internal job training and employee development bring a special plus. Unlike external job training, examples, terminology, and opportunities can reflect the culture, environment, and needs of your workplace. The company has a few options when it comes to training methods and should consider what would suit their needs best. Hire a professional. The company might decide to hire a qualified trainer that will visit the office or place of employment and share his experience and knowledge with the staff Require Employees Who Attend External Training to Do Job Training. If a member of staff has external training (example attends a seminar or has a university degree etc) then that member can train other employees. Lateral Move. The employee moves to an equivalent role in an organization for job training and career development. Though the new role usually provides a similar salary range it is very important for the personal development of the individual and long term for the company. Job Shadowing can provide job training as well. Job shadowing is also an excellent approach to the job training of employees who provide back up for jobs such as payroll. Provide Internet, Intranet, and Webinar Training Classes and Resources.

8. What do you understand by the expression the morale of the worker? What are the indicators of low morale? Describe how morale may be improved.
Employee morale is the emotions, attitude, satisfaction, and overall outlook of employees during their time in a workplace environment. Employees that are happy and positive at work are said to have positive or high employee morale. Companies that maintain employees who are dissatisfied and negative about their work environment are said to have negative or low employee morale. Some of the signs of low morale include uncooperative attitudes and lack of enthusiasm. Simply put people are bored. Then there is fault-finding. People can find fault in anything, but when they do work they believe in with co-workers they trust, it doesnt happen. Fault - finding leads to increasing complaints that are always an indicator of something wrong. Growing tardiness and absenteeism as well as breakdown in discipline are grounds for disciplinary action, but they also trigger an alarm for the astute manager. Also deterioration in the appearance of the work area. Some people are naturally neat or messy, but when morale is low it gets worse. Another warning sign is chronic long faces. You know your people enough to know when individual situations are different from unhappy looks on everyone every day. The real serious problems start when low morale becomes a rallying point. If people form a consensus about how lousy their employer is and discuss it openly, youve got serious trouble. There are many simple ways and tricks to boost morale: (1) treating employees with respect, (2) providing regular employee recognition, (3) empowering employees, (4) offering open and regular communication about factors important to employees, (5) providing feedback and coaching, (6) offering above industry-average benefits and compensation, (7) providing employee perks and company activities, and (8) positively managing employees within a success framework of goals, measurements, and clear expectations.

9. Why would a HR manager promote group working practices?

Group work enables people accomplish tasks faster and more efficiently. Cooperating together on various tasks reduces workloads for all employees by sharing responsibilities or ideas. Group work also reduces the work pressure on every worker, which allows him to be thorough in the completion of the assigned roles. Working as a group is important in an organization because it provides employees with an opportunity to bond with one another, which improves relations among them. A situation in which all of them find a chance to contribute towards the tasks improves relations within the group and enhances their respect and trust for each other. Group increases the accountability of every member of the group, especially when working under people who command a lot of respect within the business. Group members do not want to let each other down and hence do their best to contribute to the successes of their groups. In contrast to working solo, peer pressure is usually high within groups such that cases of low morale are less likely to impact individuals. Cooperating is an opportunity for new workers to learn from more experienced employees. Groups often consist of members who differ from one another in terms of skills or talents. Working together is a great opportunity to acquire skills that an employee never had beforehand. Group work affords people the opportunity to challenge the ideas of each other and come up with more creative and effective solutions.

10. The health and safety at work act 1974 applies to: a. All employers with more than 5 employees

b. Only employers in the Office, Shops and Factories c. All employers d. Only employers with employees over the age of 18
The health and safety at work act 1974 applies to (a) all employers with more than 5 employees. Section 2 states that "It shall be the duty of every employer to ensure, so far as is reasonably practicable, the health, safety and welfare at work of all his/her employees" and in particular that such a duty extends to: Maintenance of equipment so as to be safe to use Arrangements for ensuring, safety and absence of risks to health when using, handling, storing and transporting articles and substances Training of employees to ensure their health and safety at work Maintenance of any place of work as well as any means of access to it (within reason) in such a condition that it is safe and without risks to health It is the employers duty to provide a working environment for his employees that is reasonably safe and without risks to their welfare.

11. As a manager responsible for health and safety, what steps could you take to prevent or reduce the occurrence of accidents?
Identify any potential hazards in the workplace. A hazard is anything with the potential to cause harm. Common hazards for hotels include wet floors, gas leaks in the restaurant areas, faulty or dangerous plugs, dangerous substances (i.e. chlorine) used for cleaning, ergonomic issues and heavy items that can strain employees' backs. Clearly mark all potential hazard areas and substances with proper signage. In many industries, proper signage is required by law and can be a valuable tool in protecting employees. Create a Safety Manual. Include procedures for handling all potentially dangerous situations in the workplace. Add a disaster management plan for events like fires or natural disasters. Give each employee a copy of the safety manual. Develop a specific safety training program for the hotel. A safety training program should cover basics like ergonomics, use of machines in the office, evacuation plans, sanitation procedures and basic first aid. Safety training should be mandatory for all employees. Monitor the workplace for potential dangers. Usually hotels are not as dangerous to as a nuclear plant and don't require a safety manager but still there should be one qualified person that will act as a safety coordinator. Employees should be monitored to make sure that safety rules are followed.

12. Identify and explain the stages involved in the recruitment process that are directly affected by legislation.
Stages that are involved in the recruitment process are: Job analysis and developing a person specification. The responsibilities and authority of the position must be clear followed by a description of the person that would best fulfil the role. The sourcing of candidates by networking, advertising, or other search methods. The company usually looks among its employees to see if anyone is qualified and interested in the position. If not then depending on the job it must be advertised through the available venues. Matching candidates to job requirements and screening individuals using testing (skills or

personality assessment). Usually for every ad there are hundreds of replies that must be sorted and checked out until only the potential job matches are left. Assessment of candidates' motivations and their fit with organisational requirements by interviewing and other assessment techniques. That means actually interviewing the potential candidates that have passed the screening process. The making and finalising of job offers and the induction and on boarding of new employees

Legislation regarding recruiting are: The Equality Act 2010. This applies throughout the whole process of selecting staff and ensures that no applicant is treated unfairly due to race, religion, gender, age etc. Fixed Term Employees (Prevention of Less Favourable Treatment) Regulations 2002. Applies to people who works temporarily at a position to make sure their rights are safeguarded. Rehabilitation of Offenders Act 1974. An individual who has had a conviction for an offence may, with some exceptions, be rehabilitated and allowed to treat the conviction as if it had never occurred. A conviction will become 'spent' where the person has not, after a period of time, committed another serious offence. Employers may not, under the Act, ask prospective employees if they have 'spent' convictions during the recruitment process. There are of course exception. The Safeguarding Vulnerable Groups Act 2006. The Act establishes a central database of offenders in respect of people working, or applying to work, with children or vulnerable adults. Any person named on the list will be barred from working with children and/or vulnerable adults, or subject to monitoring. Immigration, Asylum and Nationality Act 2006. This applies at the selection stage and determines which people have the right to work in the UK. The Data Protection Act 1998. Protects the privacy of applicants and safeguards the personal date that people are entrusting the company with.

13. Which of the following could legally appear in a newspaper advert: a) Food service staff required for restaurant b) Barman required for public house c) Drummer for steel band must be Jamaican d) Female assistant for ladies shoe shop Explain your decision and why other adverts fail.
a) Food service staff required for restaurant. This is a perfectly acceptable advertisement. It doesnt discriminate against gender, age or nationality. It is clear from the wording that anyone could apply. b) Barman required for public house. This statement is illegal. Bartending is a job that can be performed equally by men and women. It sometimes require heavy lifting but nothing so stressing as to exclude female workers who have served as barwomen for a long time. The proper phrasing should be Serving staff for bar or Barman or barwoman required for public house. c) Drummer for steel band must be Jamaican. Steel bands originated from The Republic of Trinidad and Tobago which is very close to Jamaica. I can understand why for reasons of authenticity the musician must look the part but the requirements are too specific and also wrong. Jamaicans are for the most part of African descent but surely there are people with Nordic features among them, are they excluded? And what about people of African descent that are actually British citizens or from Africa? They can look the part as well so I would say that this advertisement is wrong too. d) Female assistant for ladies shoe shop. A shoe shop assistant is required due to the nature of their job to come to physical contact with the customers. Some of the clientele might not feel comfortable if a man is touching their feet, so I believe that this business does not

violate the discrimination law.

14. Which Act relates to unfair dismissal? In such circumstances, does an employee have to prove dismissal was unfair if that is the case?
The Employment Protection Act deals with dismissal. The process goes like this: The employee who is dismissed can make a claim to a tribunal within three months of his dismissal. Then it is the tribunals responsibility to find out the circumstances of the dismissal namely (1) the reason and if it was a valid one for being let go, (2) whether it was reasonable to be dismissed for that reason, and (3) the way the dismissal took place. If the dismissal was fair then the matter goes no further but if it wasnt then further actions are taken. This is to safeguard the employee so that he cannot be dismissed on a whim by his employers. More information can be found here: https://www.gov.uk/dismissal/what-to-do-if-youre-dismissed

15. It was recently reported in the local news that an employee for over 15 years at the Dog and Gun Inn was given just one weeks notice. Was she entitled to a longer period of notice? Explain your answer.
According to the Employment Protection (Consolidation) Act 1978 there are specific periods of notice when dismissing someone: Less than 2 years continuous service is one week and for over two years of continuous service is two weeks plus one week for each years service. However these rules dont apply if different periods are stated in the contract of employment. So if the employee of the Inn did not sign a personal contract that stated she could be dismissed with only one weeks notice then the employer was in the wrong. Also in the local news the sentence says for over 15 years but that does not automatically mean continuous service. The employee could have long absences or gaps in the employment at the establishment but then always returned. So that must be clarified in order to pass an informed judgment.

Course Title: Study Unit Title: Test Paper: Student Reg. No: Name: Date:

BTEC Level 3 Cert. In Hospitality Hospitality Operations 40252/07 20901513 Maria Dellaporta 30 September 2013

1. What is the purpose of management?

The definition of management is the process of dealing with or controlling things or people. In terms of a hotel management is to serve guests or patrons of the establishment. The true purpose of management can be understood better by examining the functions that constitute management. Planning: Deciding what the goals and objectives are for a specific period. (For example increasing the hotel's occupancy by 10% for the months of January, February and March) Then it is necessary to set a course of actions that need to take place to achieve that end, like advertising or special offers etc. Organizing: Plans made on paper are the 'general idea' of what needs to be done especially if the organization is massive. After the plans responsibilities for the various tasks must be assigned so that the project can move forward. For example if the goal is to renovate the hotel's restaurant so as to increase profits, then it is necessary to find builders, electricians decorators etc and then assign which employee/manager is responsible for overseeing them etc. Leading & Controlling: Once everything is in place then management must 'lead' i.e. actually start realizing the above objectives. That is not as simple as it sounds. People of all levels must be encouraged corrected or influenced so that the standards and objectives of the company are followed. To summarize the true purpose of management is to plan, organize, lead and control a company so as its goals and objectives are realized.

2. Draw an organization chart of 150 bed hotel showing the various levels of management
General Manager
Front Office Reception Manager Head Receptionist Receptionist Concierge Manager Concierge Porters Maintenance Electrician Engineer Housekeeping Head Housekeepers Room attendants Food & Beverage Restaurant Manager Chef Sous Chef Waiting staff Bar Manager Head barman Bar staff Back Office Sales Manager Reservationists Accountant Financial Controller

3. In what way or ways does the management of a hospitality operation have a social responsibility?
The management of any company must monitor and ensure the company's active compliance with the spirit of the law, ethical standards, and international norms. The law already has some rules and regulations in place to protect consumers and employees but management feels that it is necessary to do more. One of the ethical rules that management follows is to offer good value for the money the guests are spending. That is good practice not only because there are laws against profiteering but because competition among hotels is great and management cannot afford not to. Many hotel offer their employees welfare facilities (such as child care) and pension schemes to provide some sort of satisfaction for its employees. It is also a usual practice to increase safety standards beyond what the law prescribes for the benefit of the employees.

Finally the responsibilities towards the community might involve taking measures to minimise noise that might annoy the neighbours. Also the hospitality industry is very wasteful because by its nature requires a lot more resources such as water and electricity to operate. Lately a lot of steps have been taken to turn the industry a little more green.

4. According to Henri Fayol, what are considered to be essential functions of management? Briefly explain each of the functions you identify.
According to Fayol the essential functions of management are: Forecast and Plan. To set objectives and then evaluate and choice actions to reach objectives. Organize. Divide the work to tasks and projects and appoint subordinates to each. Ensure the staff has the skills and tools they need. Command or direct. Give instructions to subordinates to carry out tasks. Delegate authority to subordinates so they can direct others. Coordinate. Ensure all members of staff are working towards common goals. Control. Set targets and then measure the outcome compared to these targets. If the results are not favorable, take action to rectify the situation.

5. What are the advantages to management of having a formal policy? List all the areas of a business in which policies are established. Outline some of the policies which could be formulated in any two of these areas.
Formal policies help consistency and predictability within the company. That is particularly important in human resources (employment policies) so that workers understand and can predict outcomes in certain situations, like pregnancy, illness, parenting, etc. If managements responses are unpredictable it lowers moral among the work force who feel that important decisions are made on a whim depending upon how the manager feels that day. Policies are established in every department of a hotel and are implemented in every transaction the hotel has, whether it is with suppliers, customers or employees. There are: Policies about staff Policies about customers Policies about suppliers. A hotel policy with regards to health and safety is whether the hotel accepts or not pets. Usually most hotels do not accept animals unless they are assistance animals. Also again on the grounds of health and safety the hotel might have smoking or non-smoking rooms. Guests are aware of the difference and are expected to act accordingly. Hotels have policies regarding cancellation and cancellation fees that vary from establishment to establishment. For example the hotel states when it accepts a booking that if the reservation is cancelled 48 hours prior to the arrival date then the hotel will not charge anything but if the cancellation happens 24 hours before arrival the hotel will charge for one night cancellation fees and in the case of non-show then the hotel will charge the full amount. Customers/guests are aware of these terms before committing so there are no misunderstandings. Other policies might involve employees. For example the hotel might have a policy where employees may use guest gym but only on certain hours and at certain days. Apart from what the law dictates the hotel might have special policies regarding pregnant members of staff and preferential treatment might be established to ensure their health and safety.

6. Explain what you understand by communication in an organization, and discuss what means are available for overcoming poor communications.
Communication in an organization is the process by which activities of a society are collected and coordinated to reach the goals of both individuals and the collective group. It is a subfield of general communications studies and is often a component to effective management in a workplace environment. The best way to improve communications is to identify and remove the barriers that block it:

Perceptual Barriers: The most common problem faced these days is that of the difference in opinion between two people. A proper induction and clear understanding of the hotel's rules and policies should clarify the situation. Language Barriers: Language that describes what we would want to express and communicate to others, may at times, serve as a barrier to them. Especially in the hospitality industry, the greatest compliment we can pay to another person is by speaking and effectively communicating to them in their local language. We need to understand that the native language of employees can be different from anyone elses. Cultural Barriers: The world is made up of diverse cultures. Hotels cater to a large and diverse number of people and therefore staff must be diverse to interact with them however cultural barrier arises when two individuals in an organization belong to different religions, states or countries.

7. Discuss the meaning of motivation making reference to at least two known theories.
Motivation is the word derived from the word motive which means needs, desires, wants or drives within the individuals. It is the process of stimulating people to actions to accomplish the goals. In the work goal context the psychological factors stimulating the peoples behavior can be (1) desire for money, (2) success, (3) recognition, (4) job-satisfaction (5) team work, etc There are lots of theories about motivation apart from the well-known Maslow's hierarchy of needs theory and Herzberg's Motivation - Hygiene Theory we have: Alderfers ERG Theory. The three components identified by Alderfer (1972) drew upon Maslows theory, but also suggested that individuals were motivated to move forward and backward through the levels in terms of motivators. He reduced Maslows levels from five to the following three: (1) Existence which related to Maslows first two needs, thus combining the physiological and safety needs into one level; (2) Relatednesswhich addressed the belonging needs, and (3) Growth which pertains to the last two needs, thereby combining esteem and self-actualization. McClellands Acquired Needs Theory. The idea here is that needs are acquired throughout life. That is, needs are not innate, but are learned or developed as a result of ones life experiences (McClelland, 1985). This theory focuses on three types of needs: (1) Need for achievementwhich emphasizes the desires for success, for mastering tasks, and for attaining goals; (2) Need for affiliation which focuses on the desire for relationships and associations with others; and, (3) Need for power which relates to the desires for responsibility for, control of, and authority over others. To recap motivation is an employee's intrinsic enthusiasm about and drive to accomplish activities related to work. Motivation is that internal drive that causes an individual to decide to take action. An individual's motivation is influenced by biological, intellectual, social and emotional factors. As such, motivation is a complex, not easily defined, intrinsic driving force that can also be influenced by external factors.

8. Explain the primary purpose of the control function and the process that can be applied for effective control.
In simple terms hotel control includes the preparation of tax returns, financial statements, forecasts, budgets, profit and loss statements and compliance reports for the business. The purpose of hotel control through an administrative process is to ensure that the investors of the company receive their fair returns. A hotel controller could expect to perform tasks such as: Assist the accounting department with financial information and forms for tax compliance needs Review and approve annual budgets and projections Closely scrutinize funds transfer and cash disbursement protocols within the organization Set or revise organizational policy when necessary Monitor performance of financial employees and recommend action to human resources department when necessary Maintain external relationships with banking and insurance executives outside of the organization Approve procurement

To ensure effective control the hotel sets standards that must be held. These standards vary depending on the size of the establishment and the quality of services (three star services are different from four star etc). Such standards could include: quantity of sales, cost of raw materials, schedule of tasks to be followed after certain activities and finally quality of services. Hotel management performs regular controls at various points of business activity and then compares the actual results with the standards originally set. If the variation is too great corrective measures must be taken. If there are loses then the hotel changes sales strategy and operations. Sometimes the standards must be adjusted as well.

9. Explain what it means by the term Common Law Duty and show how this applies to the hospitality industry.
In English law, an individual may owe a duty of care to another, to ensure that they do not suffer any unreasonable harm or loss. If such a duty is found to be breached, a legal liability is imposed upon the perpetrator to compensate the victim for any losses they incur. The idea of individuals owing strangers a duty of care where beforehand such duties were only found from contractual arrangements developed at common law, throughout the 20th century. A duty of care arises where one individual or group undertakes an activity which could reasonably harm another, either physically, mentally, or economically. This includes common activities such as driving (where physical injury may occur), as well as specialised activities such as offering food and beverage (where health issues may occur). Lodging operators have a duty of care to their guests. This duty does not insure the guests safety, but does require the operator to act prudently and use reasonable care. This means, among other things, that an operator can be held liable if he or she is found negligent. An operator also must ensure that all of the guests personal information is retained and destroyed according to proper and recommended procedure. An innkeepers duties at common law: (1) to deal safely with a guests property, (2) to provide refreshment, (3) to provide accommodation, (4) to take reasonable care of a guests safety, (5) to look after a guests transportation The hotel as an employer have a legal duty of care to the employees. In essence this means that the company should take all steps which are reasonably possible to ensure their health, safety and wellbeing. This duty arises under health and safety and employment legislation, and also under the common law.

10. Briefly describe the responsibilities of the owner/manager of a small Inn under the Occupiers Liability Acts. Illustrate your description with examples.
The owners main responsibility is a duty of care to people other than the inns guests. When there is a dangerous area on site, (ex a hole or slippery surfaces etc) the owner would take steps to protect his guests from the danger. Under the liability act he is expected to protect unknown trespassers as well. The rule applies to movable structures as well such as boats or airplanes. Examples If the hotel has a swimming pool that is closed down for repairs and is therefore half full he owner is expected to bar the entrance and place warning signs so that people dont try to use it and hurt themselves. It is not enough to put up notices in places that only guests will see because if a trespasser injures himself while trying to use the facilities the owner will be liable. The hotel has toilets in a public area (i.e. in reception close to the entrance) for the use of its patrons. However due to their location a lot of other people use it too. That is acceptable because the hotel doesnt have the resources to police the entrance or move them to a different location. If they are closed for renovations and the site is dangerous (materials are lying around, electricity cables are nude etc) then it is the responsibility of the occupier to ensure that everyone, guests and trespassers, are aware of that by setting up appropriate signs to protect them from injury.