Professional Documents
Culture Documents
Reviewer 2022
Reviewer 2022
In hospitality industry, you are representing both yourself and the organization
you work for. Your personal presentation is important to the customer’s first
impression. Because of the high degree of contact with the guest. Good First
Impression is an important aspect in the front office, thus, Front Office Associate
must have the PERSONALITY to deliver an excellent service and will create a well
satisfied guest.
FUNCTION
TYPES OF CLIENTS
TYPES OF RESERVATION
RATE DESIGNATION
RACK RATE – highest published rate a hotel can charge for a specific room.
This varies according to the room type.
SEASONAL RATE – To attract more patronage during lean season, hotels and
resorts make it a practice to offer off-season rate, which is much lower than the rack
rate during “in season”
WEEKEND-WEEKDAY RATE – an incentive was given by way of special
weekend rates, (with special discount)
ADVANCE PURCHASE RATE – like some airlines, hotels may give incentive to
early bookings by giving special rate for advance room payments.
HALF DAY RATES – this applies to hotel rooms that are designed for short
time or half day conferences that needed sleeping facility.
PACKAGE RATE – a hotel may come out with a package rate whereby the cost
of the room, meals and other part of the package will appear to be much lower than
paying for them separately.
A. Vacation Package
B. Banquet Package
C. Meeting Package
TELEPHONE RESERVATION
● GREET THE CALLER AND ● LIFT THE RECEIVER AND SAY:
OFFER ASSISTANCE “ROOM RESERVATION, GOOD
MORNING. HOW MAY I HELP
YOU?”
● LETTERS
● EMAIL OR INTERNET ACCESS
● FAX
● TELEPHONE
● IN PERSON
● COMPUTER TERMINALS [CALL CENTERS, GLOBAL DISTRIBUTION
SYSTEM(GDS)]
● VIA CENTRAL BOOKING OFFICES
1. EXTENSION OF STAY
2. EARLY DEPARTURE
3. ROOM CHANGE
4. EARLY ARRIVALS
● use a slightly rising inflection when making a statement. it soften the tone
making you sound gracious.
● all incoming calls outside the hotel should be answered: (NAME OF HOTEL,
GREET, SAY YOUR NAME AND OFFER ASSISTANCE. NOTE: NEVER SAY
“HELLO” AS THIS SOUNDS UNPROFESSIONAL)
● calls from the house phone or from the guestrooms should be answered:
(FRONT DESK, OFFER ASSISTANCE)
● always READY a pad and pencil for noting down messages.
● when the phone rings, it should be answered within 3 rings. as much as possible
answer it on the first ring. a ringing phone is like someone’s knocking on the
door.
● after the caller has relayed his/her message, it is important to read back the
messages to him/her for validation. this will make the caller feel that you are
paying attention to his/her message.
● while talking with someone nearby and your phone rings, excuse yourself and
answer the phone promptly.
● maintain a friendly and accommodating conversation with guests, be friendly
but not
over familiar or too casual.
● speak clearly and distinctively. The distance between the mouth and the
transmitter must be ½ inch.
● when you leave your desk, leave a message of your whereabouts.
in dealing with callers, be attentive to avoid request for repetition, never
interrupt while
the other party is speaking, avoid slang words like “yeah”, speak in the language
which you are addressed – English for English
● be tactful when screening calls, say “May I know who is calling?” or “May I
know who is on the line please?”
● while inside the Telephone Exchange, conversation should be limited to
business matters only. Private calls are not allowed.
● avoid eating or drinking while on your station.
● never listen to private conversations on the phone nor divulge confidential
information
● gathered on the phone.
TELEPHONE EXCHANGE
● ANSWERING CALLS
● CONNECTING CALLS TO A GUESTROOM OR OFFICE
- ask the name of the caller
- check if the caller knows the guest’s room number.
- connect the caller to the front desk for assistance if the operator doesn’t know
the name of the guest.
Creativity refers to the essential source of inventiveness and can lead to the
formation of new firms and to make improvements in existing products of the
company to become more efficient and competitive in the marketplace. A blend of
creativity and technology in the activities of entrepreneurship to commercialize the
idea related to products and services is helpful to strengthen the entrepreneurship.
Three key aspects of creativity are:
(1) knowledge,
(2) drive, and
(3) ability.
Generally, creative people can be good at meeting the needs of a company and
adjusting as those needs change. They are able to think and find solutions to problems
as needed.
These are just the kinds of people that are needed in positions devoted to:
● Satisfying customers
● Leading employees
● Keeping hospitality businesses competitive
Drive refers to the passion, desire, and motivation to do something new and
novel with the confidence to proceed as a first mover.
Ability refers to the ways in which an individual seeks to identify a solution to a
problem by adopting diverse and creative techniques in order to accurately assess and
evaluate the situation and identify the best, viable course of action.
IMPORTANCE OF CREATIVITY AND INNOVATION IN ENTREPRENEURSHIP
The major contributor to economic growth is the entrepreneurship.
TYPES OF INNOVATION
1. BREAKTHROUGH INNOVATION- Breakthrough innovations include such
ideas as: the steam engine, the computer, the airplane, the automobile, the
Internet
3. ORDINARY INNOVATION. is the one that occurs most frequently. These more
numerous innovations usually extend an existing innovation into a better
product or service or one that has a different-usually better—market appeal.
These innovations usually come from market analysis and pull, not technology
push.
2. Novel ways to develop and improve the products: Creativity is all the way
associated with making changes in the products or services in such a way that it
creates something different. Chances of improvement in any product are high
but it just needs some sort of creative thinking to know what is missing in the
products. This thing can only be assessed by a creative entrepreneur.
5. Startup success is not enough: Sometimes, the entrepreneurs get some initial
ideas that establish a creative image of the entrepreneur in the eyes of the
people and they think that it is not required to be creative again in the future.
But this is not at all enough to succeed in the avenue of business as creativity
keeps a business to remain ahead of the curve.
8. Pushing your potential and never stay settle down: If the business is running
smoothly and the entrepreneur is comfortable with the wholeprocess, then it is
quite dangerous as well as monotonous too. Although the business is doing fine
it does not mean that you can’t do better
A legal entity is any company or organization that has legal rights and
responsibilities, including tax filings. It is a business that can enter into contracts
either as a vendor or a supplier and can sue or be sued in a court of law.
Legal entities are structured in a way that allows for a greater degree of
protection for strictly personal assets from lawsuits and regulatory penalties. Each
type of entity provides a different set of protections and tax burdens.
A legal entity can enter into contracts and assume the obligations of those
contracts, can borrow and pay debts, can file suits and be named by other parties in
suits, and can be held to account for the results of those lawsuits.
Legal entities are the various structures under which you may create a
corporation: from S corporations and C corporations to limited liability companies,
sole proprietorships, trusts, nonprofits and so on.
There are around 15 types of business legal entities in the U.S. that require
different variations of legal entity documents. However, the most common legal
structures to choose from are:
Taxation: The level and type of taxes varies with the type and company formed
and the country’s laws. This is probably the or one of the most important factors in
the choice of the legal form chosen.
2. Number of employees: The number and type of employees the company will have in
the future as it builds its market position is another sector. This includes whether
citizens outside the country will need to be hired. The size of the company has a
significant impact on the types and costs of the fringe benefits.
Besides the usual benefits of retirement, health and dental insurance, other benefits
include: training, education, and upgrading knowledge. The fringe benefit package
that can be offered vary by the types of legal form used. The fringe benefits of the top
management team and owners must also be taken into account.
DEVELOPING ENTREPRENEURIAL VENTURES
CHARACTERISTICS OF INTRAPRENEURSHIP
1. Employee Engagement;
2. Continuous idea flow to remain competitive
3. Crucial to long-term sustainability
Innovation Create valuable products Create new products and Bias towards action and
through available resources services thru technological bureaucracy
advancement; Investigate
innovation and invention
Risk Taking Risk taker (personal and Moderate risk taker Calculate risk (not taking
finances) (career personal
related) risk)
Character and Self Strong knowledge on Strong technical and Strong political skills
Skills business product
knowledge
QUALITY
What is QUALITY??? Definitions by “QUALITY GURUS”
DEFINITIONS OF QUALITY
● Conformance to standards.
● Freedom from deficiency or defects.
● Features that meets consumer needs and give customer satisfaction.
● Find and know what consumer wants?
● To do a right thing at the right-time.
● To do a right thing at first time
● Fitness for use or purpose
● Value or worthiness for money, etc.
For better clarity of “Quality” term, we must learn and understand the concept/
meaning of the following topics :
QUALITY ASSURANCE
QUALITY CONTROL
A Quality System is the company wide and plant-wide operating work structure,
responsibilities, procedures and processes for guiding the coordinated actions of the
workforce, the machines, and the information of the organization in the best and
most practical ways to assure customer satisfaction. Quality Assurance and Quality
Control both
are the part of quality system.
Total quality management (TQM) is a term that originated in the 1950s and is
today used mainly in Japan. It is the equivalent of what other countries or
organizations may call a company-wide quality management system, enterprise
quality management system, or integrated quality management system, to name a
few.
CUSTOMER FOCUS
Central to all successful TQM systems is an understanding that quality is
determined by the customer. No matter what measures you introduce to improve the
quality of your products and services, the only way of knowing if they have been
successful is customer feedback, whether in the form of reviews, return rates, or
satisfaction surveys.
EMPLOYEE INVOLVEMENT
Every person in an organization—from entry-level workers to management—
has a responsibility for the quality of products and services. However, employees can
only be invested if they feel empowered to make their own decisions, something that
depends on management creating the right workplace environment
.
CENTERED ON PROCESS
A TQM system will fail without a clear focus on processes and process-led
thinking. A process fault is ultimately the cause of most problems, which is why
effective monitoring of every single step is an essential part of assessing, maintaining
and improving quality.
INTEGRATED SYSTEM
An organization should have an integrated system that allows for effective total
quality management. This may be a bespoke system, or one based on a quality
standard such as ISO 9001, but it should be understood and applied across all
functions and departments.
COMMUNICATION
Effective communication is essential when an organization is implementing
significant changes for the sake of business improvement. Every member of staff
should be made aware of the strategy, the timescales involved, and the reasons for
implementing it.
CONTINUOUS IMPROVEMENT
Applying the principles of DMAIC and Lean Six Sigma will instill an
organization with a culture of continuous improvement, driving all employees to
constantly seek new ways to be more competitive and deliver high-quality products
for all stakeholders.
In recent years—as competitive pressures have forced a theme going far beyond
traditional quality control, inspection, quality engineering, and reliability engineering
— the role of the quality department and function is carried out by all departments in
a TQM system.
Managing quality in a TQM system ensures your organization moves from its
current ― ¨little q¨ or product focus to ― ¨big Q, enterprise-focus¨ thinking. The
greatest benefit is reducing the total cost of quality by improving all products,
services and processes, not just the ones in production.
• Reduce risk and mitigate risk when designing new products and processes
• Resolve problems before they occur
• Resolve problems that occur during operations
• Improve supplier performance
• Control processes to avoid risk even when scaling up
• Increase productivity or all employees
• Reduce the total cost of quality not just the costs of poor quality of products
BSHM161 MANAGING SERVICE QUALITY
3. Reduce Costs
● Moving production to international locations can save money.
● Low-skill jobs shifted to countries with lower wage costs saves money.
● It also frees higher skilled workers to perform more high-skill jobs, instead of
tasks that are less challenging and make inefficient use of their time.
5. Understand Markets
● effects of participating in international business is the requirement to interact
with foreign customers provide great insight into current markets, trends, and
customer demands that can help your organization plot a course for the future.
6. Employ Global Talent
● By being global, organization can offer more, and better, employment
opportunities
● opportunities are in high demand by talented individuals looking to expand and
enhance their career.
● Their gain is also the gain of the organization (access different ideas, knowledge
bases, and skill sets.
1. Introduction stage is the stage in which a new product is first distributed and made
available for purchase, after having been developed in the product development stage.
2. Growth stage is the stage in which the product’s sales start climbing quickly. The
reason is that early adopters will continue to buy, and later buyers will start following
their lead, in particular if they hear favorable word of mouth. This rise in sales also
attracts more competitors that enter the market.
3. Maturity stage is the stage in which the product’s sales growth slows down or levels
of after reaching a peak.
Strategic Management
● The art and science of formulating, implementing and evaluating cross
functional decisions that enable an organization to achieve its objective. (Fred
R. David)
● Application of the basic planning process at the highest levels of the company
● Top management sets goals for the performance of the company
● Carefully formulating, implementing, and evaluating plans and strategies
Model of Strategic Management
Planning
● a comprehensive process for
determining what a business should
become and how it can best achieve
that goal appraises the full potential
of a business and explicitly links the
business’s objectives to the actions
and resources required to achieve
them.
Execution
● provides a structured approach to
clarifying, communicating, implementing, and managing strategy goal of this
process is to ensure the organization focuses on developing high- value
capabilities and making investments that optimize value
Risk Management
There are many reasons to manage risk. Some of them include:
● Saving resources: people, income, property, assets, time
● Protecting public image
● Protecting people from harm
● Preventing/reducing legal liability
● Protecting the environment
3. Coaching/Developing People
● Style identification: Determining the best style to adopt to influence people
successfully
● People assessment: Analyzing people’s strengths and development needs
● Listening skills: Soliciting feedback and taking the input seriously
● Rapport building: Building positive relationships with team members over time
● Feedback giving/receiving: Offering and inviting constructive comment within
the team