ASSESSMENT

1. Outline the characteristic features of the hospitality industry.

Intangible service characteristics in the hospitality industry mean cannot see and touch but can felt.
additionally, sales or services owned by the person, but it can't be opened, from the service provider
to the service consumer. For example, a service only is often sold and owned by the person, but it
can't be opened, from the service provider’s service consumers. Sole proprietorship, provide
services, are often entrusted to the service provider, you want to generate and supply services within
the different requirements of the authorized service consumers.

Perishable service characteristics in the hospitality industry mean won’t last long and won’t
experience an equivalent experience. When this service has been fully rendered to the requesting
service consumer irreversibly disappear because it's been consumed by service consumers. for
instance, service resource allocation processes and systems to supply services within a particular
period. When the service has given to users of the service request, this particular service irreversibly
vanishes because it was employed by the service users.

Inseparable service means production and from the customer’s experience. The indivisibility
requirements, consumer service is to interact with its manufacturer to simply accept its benefits.
Because someone must timely produce and therefore the services provided by service providers are
important to supply services require service consumers. Performed automatically in many cases, but
the service provider to supply the service must be prepared to allocate resources and systems, and
active conditions and therefore the ability to take care of appropriate services. For example, the
service consumer must be sitting within the shops and hairstylist chair, or aircraft and seating, to the
hairdresser or the pilot, must within the same store or aircraft, respectively, to supply services.

Simultaneous service means the service is a few quiet horses and at an equivalent time consumption.
As long because the service requirements of service consumers, especially the service must start
from scratch generated with none delay and friction and services, consumers’ instant consumption
rendered interests, for the implementation of his upcoming events or tasks. For example, a waiter
within the restaurant, or the cashier at the bank, is an integral part of the services provided. The
client also participates during a certain degree of service, and therefore the service may affect the
results. People are often a part of the service itself; this might be a service marketing advantage.
2. Prepare a list of activities performed by the front office in a hotel.

 Interacting with the guests to handle request for an accommodation.

 Checking accommodation availability and assigning it to the guest.
 Collecting detail information while guest registration.
 Creating a guest’s account with the FO accounting system.
 Issuing accommodation keys to the guest.
 Settling guest payment at the time of check-out.
 Determining the type of guest (fresh/repeat) by checking the database.
 Ensuring preferences of the guest to give a personal touch to the service.
 Maintaining guest’s account with the accounting system.
 Preparing the guest’s bill.
 Collecting the balance amount of guest bills.
 Generating reports.

3. Outline the main duties and responsibilities of housekeeping managers and floor
Supervisors

responsibilities of housekeeping managers and floor Supervisors are:

 Training housekeepers on cleaning and maintenance tasks

 Overseeing staff performance on a daily basis
 Checking rooms and common areas, including stairways and lounge areas, for
cleanliness
 Train housekeepers on cleaning and maintenance tasks
 Oversee staff on a daily basis
 Check rooms and common areas, including stairways and lounge areas, for cleanliness
 Schedule shifts and arrange for replacements in cases of absence
 Establish and educate staff on cleanliness, tidiness and hygiene standards
 Motivate team members and resolve any issues that occur on the job
 Respond to customer complaints and special requests
 Monitor and replenish cleaning products stock including floor cleaner, bleach and rubber
gloves
 Participate in large cleaning projects as required
 Ensure compliance with safety and sanitation policies in all areas