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Hospitality And Hoteliers

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Published by Kelvin Yong, 2019-12-22 12:16:19

HE08 magazine

Hospitality And Hoteliers

Hospitality And

HE08 Hotel Management Magazine
Jerry,Kelvin December 2019

Content Page

NO Content 3
1 Acknowledgement 16-43

2 Topic: 44-46
i.Hoteliers 47-53

ii. Food and beverage 54
3 Issues/challenges: 55

i. Top 5 challenges facing the hotel 2
ii. 5 Key challenges Facing Hoteliers
iii. 10 Do and Don'ts for Managing
Hotel Food and Beverages
iv. Services and Security

5 Sport

6 Event

7 History


We would like to thank Dr Arif and Sir Shakani for their
expert advise and encourgement either in serivce and
kitchen site at the Hotelab.

I would like to thank my partner for his collaboration.
We divide our job to complete our task with teamwork

This volume gives us an opportunity to thanks all the
journal's collaborators , writer and supporters. We would
like to express our gratefulness to the authors of articles
published during the past year, and to acknowledge
generous help which both the authors and editors
obtained from the peer-reviewers. The names of the
reviewers are listed in the Acknowledgements to
Reviewers, below:
1.MTG Media Group in Chicago, Ill., HOTELS
2.Stuart Sinclair, March 2019
3. THAN NAING SOE ,24 NOV 2017
4. Jim Sichta, Charlestowne Hotels ,January 5



HOTELS names 2019 Hotelier
of the World award winners
Published by MTG Media Group in Chicago, Ill.,

The readers of HOTELS, a B2B Now in its 39th year, the
media brand covering the Hotelier of the World award
global hotel industry, have winners are profiled in the
chosen Nakul Anand, November issue of HOTELS.
executive director of ITC Ltd., Anand, winner of the
Kolkata, India, and Edward corporate award, was
Staros, vice president and nominated by past winners
managing director, The Ritz- and advisers to HOTELS along
Carlton Resorts of Naples, with nominees Tim and Kit
Florida, as the 2019 Hotelier of Kemp of Firmdale Hotels,
the World award winners. London; Alan Fuerstman of

“What this year’s winners have Montage International,
in common is earnest belief Laguna Beach, California; and
that adding value, creating Frank Marrenbach of The
metrics and passing their Oetker Collection, Baden-
knowledge forward are of the Baden, Germany.

utmost importance,” said Jeff Independent winner Staros
Weinstein, editor-in-chief of was nominated along with
HOTELS. “Call them old-school contemporaries Laurence
values, but they stand up Geller, Geller Capital
today and have proven to be Partners, Chicago; Olga
successful quotients for Anand Petroni of the Alvear Palace
and Staros to deliver on all of Hotel, Buenos Aires; and
our award criteria and the Nathalie Seiler-Hayez, Beau-
bottom lines for their Rivage Palace, Lausanne,
organizations.” Switzerland. 5

Itc Royal Bengal, In Kolkata 6

Hotels: ITC Hotels

One of the fastes growing hospitality chains in India,
ITC Hotels is a trailblazer in Green Hoteliering with all
ITC;s Premiun Luxury Hotels being LEED Platinum

Launched in 1975, ITC Hotels, India's premier chain of
luxury hotels, has become synonymous with Indian
hospitality. ITC Hotels pioneered the concept of
'Responsible Luxury' in the hospitality industry,
drawing on the strengths of ITC groups' exemplary
sustainability practices. Responsible Luxury
personifies an ethos that integrates world-class green
practices with contemporary design elements to
deliver the best of luxury in the greenest possible


ITC Hotels

ITC Maratha, Mumbai

ITC Grand Central, Mumbai


ITC Gardenia, Bengaluru

ITC Windsor, Bengaluru


WelcomHotel Rama International, Aurangabad

WelcomHotel Vadodara, Vadodara


ITC Sonar, Kolkata

Itc Royal Bengal In Kolkata


Food and Beverage Department: A source of
income for a hotel


International standard hotel there are

seven departments which make
functions of the hotel to run smoothly.
These are the Front Office,
Housekeeping, Security, Maintenance,
Accounting, Human Resource and finally

the Food and Beverages Departments.

When a guest arrives at a hotel, the Front Office is the first “If the hotel has prepared Mohinga, rice noodle with
department to welcome the guest. The hospitality accorded gravy or Kyar San Chet, vermicelli for breakfast but
by this office will be the first by the guest to grade the hotel. none of the guests are interested in these dishes it
Then the housekeeping department is responsible for the would be a waste. So, the food and beverages
immaculate care and upkeep of all guest rooms and public department needs to check the guests list a night
spaces and depending on this housekeeping department it before and then prepare the breakfast, which would
will be the second to grade the hotel by the guest. be appreciated by all the guests and not wasted.

The main reason for a guest to stay in a hotel is to spend Guests who stay at hotels are people away from
the night with a clean surrounding, safe environment, home so the hotel will need to understand their
without any interference or malodorous aroma.So is that all situation and make sure that everything is fine so the
for the guest to be satisfied to stay at the hotel? No, there guest feels as home which includes the breakfast,
are more like air-condition in the room is at its best which has to be a liking to the guests,” says U Kyaw
performance, lighting and electrical appliances provided by Myo Latt.
the hotel to be functioning properly, oh! And then the U Htin Kyaw, Executive Sous Chef of Mandalay Hill
channels from the television not disappearing or showing Resource Hotel says his hotel has a variety of cuisines
scrambled channel or weak signal are all which will have to not only European cuisines or Asian cuisines but also
be taken care by the maintenance department. Hotel Myanmar traditional dishes which are available if the
security department is also very important as there are guests may request for it. We have arranged it in such
number of guests present in the hotel at every point of time a way to attract visitors.
and their safety responsibility lies on the hotel management. “In our hotel we have prepared Myanmar dishes in
This department has to enforce a quiet and pleasant such a way for foreigners to become familiar with and
environment for the guests staying at the hotel. to make our dishes become renowned over the world.
The traditional hot chicken curry with gravy has been
Then the last section which will be graded for a standard named at Mandalay style chicken curry and for fish
of a hotel is the food and beverage department. As soon as curry it is named as Ayeyarwady River fish curry, just a
the guest wakes up in the morning the first service that the creation to attract the diner. It is quite encouraging to
hotel has to provide is the breakfast.“Naturally, the first see that most guests enjoy our traditional Myanmar
thing any guest who puts up in a hotel will surely want is dishes,” says U Htin Kyaw.
breakfast from the hotel and by having breakfast it refreshes In hotels, which are rated from three stars to five stars
their day,” says U Kyaw Myo Latt, Advisor of the Royal are compulsory to have food and beverage
Mingalar Hotel. departments. But then again food is arranged in every
Breakfast may not be the most important meal of the day, hotel but for beverages, is not available in every hotel
but it is the most important amenity when staying at a hotel as it is difficult to obtain a liquor licence and then
whether it may be large or small. So the food and beverage again the fees of the licence are high. However,
department must prepare breakfast for the guests who are beverages can be obtained in most international
staying at the hotel. In each and every hotel, there are hotels.
guests of many nationalities so first this department has to
know what kind of food will the majority of guests prefer 12
soon after they wake up in the morning and prepare the

“When it comes to alcoholic beverages, one guest
would have a beer, while another might have a
strong beverage like whisky. So the beverage section
must have the knowledge of what kinds of drinks will
most guests prefer or does the guests prefer cocktail.
Then when it comes to wine which kind will be the
most to server, red wine or white wine. This section
must see whether the guests are having lunch or
dinner and within the restaurant or poolside, all
which are to be considered by the beverage
department and to make arrangements for the
guests,” says U Kyaw Myo Latt.
That is why the beverage department is also
important for a hotel as it has an income similar to
the Front office which rents out hotel rooms for
guests or renting out halls for reception, meetings or
various functions.
“In hotels which not only provide accommodations
but also business functions, food and beverage
catering services plays an important role as it
provides food and beverage for these function so it is
more profitable for the hotel,” says U Kyaw Myo Latt

Food and Beverage Department


Food and Beverage Department (F&B) is responsible for
maintaining high quality of food and service, food costing,
managing restaurants, bars, etc.Food and Beverage Service is the
service of Food made in the Kitchen and Drinks prepared in the Bar
to the Customers (Guest) at the Food & Beverage premises, which
can be:Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains,
Companies, Schools, Colleges, Hospitals, Prisons, Takeaway, etc.

Importance of Food & Beverages
Department in a hotel

Posted on May 13, 2010
1. Restaurants: Restaurants are places where Food & Drink is served.
There are various types of Restaurants:
All Day Dining Restaurants: They are usually called as Coffee Shop or Cafe in Hotels. They are usually big in size
with many Covers (seats), compared to other Restaurants in the same Hotel. The main reason why they are
called All Day Dining Restaurant is because of their hours of operation, as they are open for Breakfast in the
morning to Lunch in the afternoon to Dinner in the evening.
Fine Dining Restaurants: Fine Dining Restaurants are characterized by their elaborate and exclusive menu with
special emphasis on the very high quality food they serve. The emphasis being on fresh ingredients and
natural flavors or on the type of Cuisine served, or both. Usually the operation of this restaurant revolves
around the Head Chef or Chef De Cuisine of this Outlet.
Speciality Restaurants: These are Restaurants which usually have a type of National or Regional Character or
Cuisine attached to them, for example: Italian Specialty Restaurant, Chinese Specialty Restaurant etc. In some
Hotels they do also sometimes have Multi Cuisine Specialty Restaurant, which literally means that Restaurant
serves cuisine from more than one country, or the dishes on the Menu at that Restaurant has Food Specialties
from many different countries.

2. Lounge: Lounges can be found in different hotels. Their main purpose is to offer Food & Drinks in
comfortable and cozy seating in relaxed surroundings. There are many kinds of Lounges ranging from a
Lounge in a Lobby, Cocktail Lounge and Cigar Lounge to Executive and Club Lounge on special Floors.

3. Bar: Bar is a place where drinks are served. There is usually a small Snacks Menu too. The service is fast
and quick. There are various kinds of Bars ranging from Formal bars to Club Bars, Pubs, Pool,Bars, Wine
Bars, Cocktail Bars, Beach Bar to Juice Bars and many more

4. Discotheque/Nightclub: They are outlets where Music and Entertainment takes priority with the Food &
Drink. The operation is very fast and the guest numbers are large. Security is an important aspect in these
operations. Music and entertainment can range from DJ to live bands playing.


In general, the job scope of food and beverage Food and beverage servers need the
servers: following characteristics:
• prepare tables or counters for meals • the ability to serve customers cheerfully,
• stock the service area with supplies (for
courteously and efficiently
example, coffee, glassware) • good organization and multi-tasking skills
• greet customers, present menus and help • good health
• good grooming
customers select menu items • the ability to work as part of a team
• inform customers about daily specials • the ability to work with little supervision
• record orders and place them with the • good verbal communication skills and

kitchen and bar sensitivity to customer needs
• pick up and serve orders • the ability to work calmly under pressure.
• check that customers are enjoying their

meals and correct any problems
• suggest and serve desserts and beverages
• clean and reset tables
• -abulate and present bills for payment

8. Delicatessen: Delicatessen or Deli is a place where guests can buy fresh produce ranging from Freshly
Baked Bread, Cold Meat, Fresh Salads, Cakes, Home Made Ice creams and light and healthy drinks

8. Delicatessen: Delicatessen or Deli is a place where guests can buy fresh produce ranging from Freshly
Baked Bread, Cold Meat, Fresh Salads, Cakes, Home Made Ice creams and light and healthy drinks
7. Ball Rooms: These are large Function Rooms which are primarily used for Functions and Weddings.
The Staffing ratio of Full Time Staff in this section is very less as the Function and Wedding Business can
sometimes be seasonal and extra staff is usually filled in by the use of Casual Staff. This Section is the
most Dynamic section in Food & Beverage with the Conference Section, which is more physically
demanding and creatively oriented.
6. Meeting and Conference Rooms: Meeting and Conference rooms together with Ball Rooms come
under the Banquets & Conference section. They are a great source of Revenue in Food & Beverage
Department usually in Corporate and City Hotels. MICE (Meetings, Incentives, and Conferences &
Exhibitions) can alone bring much revenue in some hotels in comparison to other outlets in Hotel
5.Room Service/In Room Dining: Room Service, also known as In Room Dining .It is the service of Food &

Drink in Guest Rooms in a Hotel or a Resort.

Importance of Food & Beverages
Department in a hotel


Top Five challenges
facing the hotel industry

written by Stuart Sinclair,
March 2019

1. Experience
2. Technology
3. Staff
4. Competition
5. Sustainability


Staff Competition
In a recent survey of 200 hotel managers, the Serviced apartments and platforms like Airbnb
biggest challenge was cited as recruiting new and (which can often be as much as 50% cheaper than
retaining existing staff. For UK hotels in particular, a hotel stay) are continuing to be a major and
Brexit will make it even more difficult to attract ever-growing threat. Business travellers in
workers from overseas. Some ideas to help particular appreciate the ‘home from home’
overcome this challenge include employee referral aspect of an apartment with access to kitchen and
programmes, clear career paths, upskilling and private living area amenities. To compete, hotels
access to training programmes as well as creating a need to focus on what makes their property
positive and rewarding working environme unique and special, by delivering excellence in the
areas the competition can’t.

Technology Sustainability
The hospitality industry should see technology as There’s no denying sustainability is a hot topic
an opportunity and not a threat. Embracing and hotels need to keep the environment top of
tecreduced costs, increased revenues and a much mind. This includes considering how bed linen
more personalised customer experience. Also and towels are washed (the frequency of which
bear in mind that millennials and Generation Z, and the chemicals used), the disposal of rubbish
who do truly embrace and see the value in tech, and even the materials used to build and furnish
are fast becoming the dominant demographic in
the travel market. Technology to consider the hotel.
includes virtual concierges, guest apps, check-in The travel and tourism sector is fast growing
and hotel services through mobile devices, faster and rapidly changing, making it an exciting and
and more reliable broadband, tech lounges and healthy trade to be a part of. As long as hotels
personalised messaging.hnology can introduce develop the right model for growth, welcoming
benefits including technological advances and embracing trends,
they will flourish in this booming industry.

Experience 17
Consumers want more from a hotel – an experience
not just a stay. A great experience is where a positive
emotional feeling has been created between the
hotel and the guest. Often this is achieved by
personalising and de-commoditising the service that
guests receive and for this investing in training and
creating a service-centric culture is vital. Creating
communal spaces that are genuinely enjoyable to be
in and also capable of supporting the needs of
business travellers will create positive feelings. Also
try to think local. One of the best ways of
differentiating is to create connections between the
property and the local community. For example,
sourcing from local speciality suppliers and creating
an app that acts as a guide to neighbourhood events,
exhibitions and spaces. Above all put yourself in the
shoes of the guest and think about what a great
experience would really look and feel like.

5 Key Challenges Facing Hoteliers


1) Commodities cost more
While planners may want to ask for a price break on F & B
expenses, it’s important to recognize just how quickly the costs of
food are rising. According to the United Nations Food and
Agriculture Organization, global food prices increased by 2.7
percent last year. It’s a trend that most experts predict will
continue as crops around the world deal with the continuing
impact of climate change and rising fertilizer prices. As hotels work
to adjust their menus to accommodate food allergies and offer
organic dining options, slashing prices is simply becoming more

2) Technology is outpacing investment.
While planners launch new mobile applications for their meetings
and attendees power up their computers, tablets and smartphones
when they’re on-site, it’s important to remember that a wi-fi signal
doesn’t just magically appear. From paying for bandwidth and 24-
hour IT staff experts to covering continuing upgrade costs each
year, that signal comes with a significant price tag.

3) Loyalty is a lost art
Many hotels used to be able to bank on brand loyalty, but today’s
world of online travel deals has left that loyalty in the dust. Global
consulting firm Deloitte conducted a survey of 4,000 business and
leisure travelers, and the results are troubling for hoteliers: just
eight percent of respondents in the research indicated that they
are always loyal to the same brand.As travelers explore the wide
range of options for accommodations, hotels are facing more
pressure to reinvent those loyalty programs

4) New business destinations come with new learning curves
As more business travelers and meeting attendees look for trusted
hotel brands in emerging markets, there are tremendous
opportunities for hoteliers. However, opportunities come with
challenges,” Michelle Stoddard Crowley, manager, global
development, PCMA, says. “As hotel brands expand into new
markets, the investment requires that management understand
the cultural norms of doing business in those new destinations

5. Competition continues to heat up
While the industry may continue to change, there is one element
that all hoteliers know they’ll continue to battle: competition.
“You’re always wondering ‘what are the Joneses doing?’ when it
comes to the renovation cycle,” Bill Lemmon, Director of Sales,
Omni Hotels & Resorts, Chicago, says. “The hotel industry is
constantly updating its offerings. Even if you’re just two years
behind a new renovation, your competitor may be able to drive a
higher rate.”
“The only element you can control on a day-to-day basis is quality
of service,” Lemmon adds.


by Jim Sichta, Charlestowne Hotels | January 5


Don'ts for Managing Hotel
Food and Beverage

1. Do Not Hire Aimlessly 2. Do Not Slack on Training
Hoteliers will often simply hire warm Hiring the right people doesn’t mean
bodies for F&B positions, but they do much if you aren’t going to properly train
so at great risk. You need to take as them. When proper training isn’t
much care as you do with hiring the forethought, bad habits are learned and
rest of the team in order for your F&B become part of the culture. It’s not
outlet to thrive. Likewise, many enough for new employees to simply
hoteliers will hire a one-dimensional mirror established employees. That’s a
F&B director with no front-of-house poor practice because it can never ensure
experience, or no kitchen experience. proper training. A lack of training
A great F&B director needs to be well translates to higher turnover, higher
rounded in all F&B operations if he or operational cost, lower employee morale
she is going to lead the team to and a diminished guest experience.
success. 4. Do Not Forget to Taste
3. Do Not Skip Stand-ups Servers need to taste every menu
These crucial daily meetings are often item. Your guests inevitably will have
overlooked in the F&B space, but they questions about the menu, and
are important so that the entire team servers need to be able to answer
can be on the same page. those questions. They can’t answer
Communication about the menu and honestly without having firsthand
any changes or specials, along with experience with the menu, nor can
upselling opportunities, should be they make upsell suggestions that will
discussed during this time. Uniform and generate more revenue.
appearance should be checked. 5. Do Not Ignore the Financials
Reservations, special groups and VIP’s Or rather, waiting until financial
should be reviewed as well as to ensure statements come out on the 15th of
the team has a complete understanding the month to really take note of
of the day’s activity. what’s going on. By then, it’s too late.
You need an opportunity to address
your revenue and expenses in the
month, for the month, and correct
any issues. When you are proactive,
you are profitable.


Dos for Managing Hotel Food and Beverage

Do Maintain Quality Standards 1. Do Listen to Guests
Today’s consumers demand quality If you don’t solicit and listen to
products. While quality food items guests’ feedback, they will respond by
certainly can cost more, skimping in this taking their business elsewhere. You
area will cost more in the long run if are catering to these guests, and if
unhappy customers never return. something isn’t working for them, you
Understand that pricing on food can need to listen to their feedback and
fluctuate daily and then strategize for it, make the necessary change
but never cheapen the product in the 2. Do Stay True to Your Brand
process. On the other hand, you can’t please
everyone—nor should you try. Keep
Do Be consistent menu items simple, fresh and inviting.
Make sure all team members know While a simple menu might not
the proper portion and plating appeal to everyone, it will be
presentation of the food. Take attractive to many and the F&B team
pictures of how the menu items will execute it more efficiently. Even
should be presented when served and though a menu is simple, that doesn’t
display them on a board in the mean it can’t be creative. Run
kitchen. Have recipe cards for each creative specials that will draw in
menu item with specific ingredients guests and locals alike.
and cooking directions. These two 3. Do Keep it Clean
practices will ensure quality and Just as guests are looking for clean
presentation remain consistent for all hotel rooms, they are also looking for
guests. clean F&B outlets that take food
safety seriously. In addition to the
chef and the kitcJhen team, the GM
should also be certified in food safety
and conduct routine checks to ensure
that all areas are safe and clean.


Kitchen standing

Freshly squeezed olive oil. Harry Nowitt, a famous chef in
Los Angeles, suggests that virgin olive oil is a healthy choice. It is
suitable for drenching on some finished dishes, such as steamed
fish, noodles and so on. Note: fried vegetables and fried preferably
do not use olive oil, otherwise the high temperature will damage the
health effect of olive oil.

Skim yogurt. Although dairy products, but each yogurt contains
only 100 kilocalories of calories. Melissa Vikzelek, a Pennsylvania
nutrition expert, says skim yogurt is a good alternative to
mayonnaise, salad and cream.
Honey. Dr. Jenna Braddock, an American dietitian, said honey,
which has a shelf life of many years, is a "multifunctional
sweetener" and has health effects such as antialcoholism and cough

Beans. Beans are easy to store and rich in protein and dietary
cellulose. Nutrition expert Genna Homolk said Hawk beans, black
beans, soybeans and so on are good choices.
Eggs. Vikzelek says it is best to eat an egg for breakfast, which
can be eaten in a variety of ways. Boiled eggs are the best.
Sea salt. The mineral content of sea salt is higher than that of
ordinary salt.

Ketchup. Ketchup low heat and low fat, easy to eat, can be used
at any time to add fresh food flavor. More importantly, like
tomatoes, ketchup is rich in lycopene, an anticancer substance.
Bananas. Bananas are economical and practical and suitable all year
round. Bananas can replace sugar with milkshakes and yogurt.



Dark chocolate. Dark chocolate is rich in polyphenols that fight
disease. Dark chocolate can help you recover quickly when you are
Garlic. Garlic is the most common and convenient condiment, free of
any unhealthy fat and processing ingredients. Can be quickly peeled
and shredded and added to soup, stew and fried vegetables.
Frozen shrimp. 4 prawns contain a lot of protein, 30 kilocalories of
calories, and almost no fat. Fresh shrimp peeled and shrimp thread
washed and frozen, cooking and eating is more convenient.
Mustard. Nowitt says seasoning mustard is rich in selenium, a trace
element that helps improve immunity, as well as curcuma, which has
anticancer effects. Mustard can be added to salad dressing, sauce,
kimchi, meat and other foods.
Vinegar. "Vinegar helps to expand blood vessels, improve blood flow,
and improve heart health," said Dr. Bradock.
Oatmeal. Homolk says oats help lower cholesterol. Eating a bowl of
oatmeal in the morning can enhance satiety and control appetite. Oats
can also be eaten with milk.
Thin soup. A cup of soup contains 5 grams of protein, but only 38
kilocalories of calories, said Dr. Elyson Stephens, a registered
dietitian in the United States. The soup can be divided into small
portions frozen in the refrigerator, taken out at any time, and added
to vegetables and other foods.


Matters needing attention in kitchen food safety
Fire prevention

Most kitchen fires are caused by unattended or mismanaged
cooking utensils. In fact, alert kitchen employees are able to
guard against these fires. The fire of oil and fat is the main cause
of the food and death of the kitchen. When the grease is heated
to between C. and C., it is ignited. The
more dirty the oil is, the lower the ignition temperature. At this
time, once the grease is ignited, the temperature will be increased
to between C. and C., and the high heat
is radiated into the pot, and the oil in it is guided to the ignition
point. At this time, the oil will start to boil like a magma, and the
whole set of cookware, stove and smoke cover and pipe are fully
on fire. Think about the fact that there are about ten to twenty
kilos of rolling oil in the kitchen oil pan, and it's not hard to
understand that, like a volcanic eruption, a kitchen disaster is, for
example, What happened? As soon as the restaurant kitchen
catches fire, the first danger is the kitchen staff themselves.


"Traffic" in the Kitchen Personal protection

Restaurants / canteens of Safety measures from the
scale have safety rules, staff themselves,
attach importance to the appropriate protection to
movement route work, work clothes neatly
arrangement of employees, fit, hats or hair masks, hair
and set the kitchen mobile net fixed to the head;
route in one-way direction; Shoes should be non-skid
At peak time, the kitchen and comfortable to wear,
should still be in order in heel must be strong,
the busy, such as greeting shoelaces should also be
at the corner or up and fastened to prevent mixing;
down the stairs, maintaining Should remove carry-on
the habit of walking on the ornaments, pins and other
right one-way street, and items, so as not to
not fast, so as not to accidentally drop into food
collide; Take extra care or machinery, resulting in
with the hot plate, in serious consequences.
addition to reminding each
other, you should also use a
towel to hold it firmly; Pay
attention to obstacles on
the ground, if there is
water in the passage, wet,
should be removed
immediately, in order to
avoid mixing and sliding.


Operation of machinery Use of cutting tools
and tools

Do a good job of safety The method of cutting tool
devices, such as pressure should be correct, hold the
capacity, pressure load handle of the knife forever,
meters, steam boiler heat sharp face down, do not
insulation automatic switch, touch the edge of the knife
etc. Familiar with the in a hurry, and hold the lock
operation method, such as flat, in case of falling off or
the correct operation of the cutting; Do not use cutting
blender, feed with the tools as canisters or
floating spoon, do not screwdrivers, do not use
approach directly by hand; knives to be safe and secure
Familiar with electrical Do not hide in cabinets or
appliances such as electric drawers on the whole knife
cooker oven, fan and working rack in case of accidental
lamp wire collection common injury. Broken glass and
sense, wet hands must not porcelain or dull knives
touch power sockets and should not be reluctantly
switches, so as not to be used so as not to cause cuts.


Safety of electricity consumption

>>Temporary wiring should not be privately connected. Ø >>Do not
use private electric heaters and other equipment. Ø >>You may not
install several forks in one socket. Ø >>The plug must be plugged in
and unplugged immediately after use. Ø >>Do not hang clothes on
wires. Ø >>Lamps and bulbs should not be close to paper or other
flammable substances. Ø >>The electric furnace must be properly
installed and not close to flammable objects. Ø >>If the electrical
switch and plug have bad contact, spark or heat has been burned,
should be replaced immediately. Ø >>The insulation cover of
switches, sockets, lamp heads, etc., must be kept intact and should
be repaired or replaced immediately if there is a defect. Ø >>Wire
sheath damage is dangerous and should be replaced immediately. Ø
>>Operation or use of electrical appliances must maintain good
insulation, leakage phenomenon should immediately cut off the
power supply and send for repair. Ø



Stove safety

It is forbidden to leave the cooking utensils in use
unattended. In the absence of a person, you must never
put a pot on the stove to cook. Ø Keep clean around the
stove. Rags, towels, cardboard and so on are easy to catch
fire, and the stove temperature is very high, should keep
the stove around at any time, there are no these things
above. Ø Fasten your sleeves. Loose sleeves are easy to
catch fire near the hot stove, so you should tie or roll up
your sleeves to protect yourself when cooking. Ø Check
gas pipelines, switches, and connectors on a daily basis. Ø
Often remove stoves, chimneys and check for cracks. Ø
Check and turn off fire source switches and gas and
electrical switches every day after work. Ø Flammable
articles are prohibited from being placed above, on both
sides and below the oven. Ø The distance between the
steam pipe and the combustible material is at least 15
centimeters. Ø



Environmental safety risks  

The ground and drainage are smooth, oil pots and other poor use
and cleaning spread to the ground, washing and cutting or
washing area humidity, will cause unclean and dangerous ground,
is the main cause of kitchen and restaurant staff or diners fall
and injury, we must pay attention to. The effect of the
lampblack machine is poor, or not properly cleaned, the
accumulated oil scale is dangerous to cause fire.

Without proper training, the staff disassembled and maintained
the kitchen equipment on their own. After the end of business,
do not do water, electricity, gas switches and other safety
inspection work before leaving the kitchen. After the kitchen
appliance is used, the power cord is not unplugged immediately,
because even if the switch is turned off and the plug is still on
the socket, it can still be electrocuted if it falls into the water.
Flammable materials are casually placed in a cool and ventilated
place, mistakenly placing paints, gasoline and other flammable
materials near stoves or bad ventilation. The water stains and
oil stains on the stairs, the ground and the sloping surface were
not wiped off immediately. The gas container is not regularly
maintained, the rubber pipe length should not exceed 2 meters
and is not updated every two years, the cylinder is not fixed
properly, the iron plate of the stove and the support are not
cleaned every 10 days.



Restaurant service

Welcome guests

When guests arrive, the waiter should bow first to say
hello, usually at 45 degrees and 15 degrees. If guests
bring large bags and small bags into the restaurant, the
waiter should also immediately help them carry their
luggage to make a good first impression.

Leading guests

i.When the waiter sees the guest at first sight. We
should consciously take a look at whether there are
special people among the guests, such as old, young, sick,
disabled, pregnant and so on. When leading, we should
give priority to these guests to sit in and out of
convenient seats, or to discuss with other guests to give
priority to their admission to the table. ii. When a guest
requests to change seats, he or she should try his or her
best to meet his requirements. If there are relevant
regulations in the restaurant, they should be carefully
and patiently explained in order to obtain the
understanding of the guests. iii. If the order attendant
is serving the guests in other seats, the attendants
should explain to the guests in time, such as: "Please wait
a moment. Our waiter will come and serve you right



Ordering service

Ordering service refers to the process in
which restaurant attendants help guests
complete menu determination. Also understand
the characteristics and practices of each dish,
and even say the origin of its raw materials,
nutritional value, suitable for the population,
allusion source and so on. Contents of ordering
services Ordering service includes tea service,
order service, order service and so on.

  Tea service Order service
Ordering service  
  Including ordering
Including teacup Introduction of
dishes, issuance of
placement, order tea orders, etc.

inquiry, pour tea and

so on.

Order wine service


Including order

inquiry, wine

introduction, order,



Order service principle

Three 1.Take the market as the guide, take the customer as the
principles center

2.Customer interests first, enterprise interests second,
personal interests third

3.Moderate guidance, not tough marketing

Ordering service skills

Waiters should master certain skills when
providing ordering service

Cheap It is mainly recommended to family banquet and guests with low
dish consumption expectations, highlighting the characteristics of
good quality and low price.
High With other dishes focus on recommendation, highlight its
profit characteristics and value
Focus on recommending to old guests
dishes Focus on recommending to new guests

Special Actively recommend other dishes for the guests, can not passively
dishes let the guests order dishes that are not available for the meal

Estimate 38



Serving service

(I) Pass on vegetables

Waiters should master tray skills, such as light support,
heavy support, bare-handed support and so on.

(II) Serving

Should be in accordance with etiquette, at the same time
to ensure that the shape and taste of each dish, at the
table, as the cook just finished cooking, there should be no

(III) Introduction of dishes

When serving, the restaurant attendant should introduce
the dishes to the guests in time, and remind the guests to
taste some hot dishes as soon as possible.

Wine service

Open white wine first and then red wine; drink new wine
after old wine when opening two or more bottles of red
wine; drink "dry" or sweet wine first when opening two or
more bottles of white wine

Red wine should be served with red meat and white
grapes with white meat. Red meat as mentioned in this
principle generally refers to beef, mutton, pork and
white meat generally refers to fish, seafood and chicken

The taste of wine generally cannot be crushed over the
taste of dishes



Replacement of tableware and wine utensils

(I) Replacement of cutlery

Generally speaking, the cutlery to be replaced is mainly bone plate,
soup bowl, spoon, ashtray, dish and so on. When the service eye
changes the tableware, it should be replaced with the left hand
tray, the right hand should be replaced, the dirty tableware should
be removed first, and then the new tableware should be replaced.
After the tableware is replaced, the service eye should return it
to the dishwashing room in time.

(II) Replacement of wine utensils

Restaurant attendants should stand according to standing
requirements and inspect the guest's table at all times.

Checkout service

When the guests signal to check out the bill, the waiter should go
directly to the cashier's desk to pick up the bill, and after
receiving the bill, check to see if there are any mistakes and

After checking correctly, the waiter should put the bill in the
account account and hand it to the guests, explain their
consumption to the other party, and do a good job of checking
with them.

When the guest is required to sign a ticket, it shall be approved
by the relevant personnel, or the relevant personnel shall be
requested to handle it.

Customer delivery service

When guests want to get up after dinner, the restaurant

attendant should take the initiative to pull the chair for the

guests and remind them not to forget the items they carry with

them. 42


What Is Corporate Social

By Skye SchooleyApril 22, 2019

CSR is an evolviCSR is an evolving business practice
that incorporates sustainable development into a
company's business model. It has a positive impact
on social, economic and environmental
business practice that incorporates sustainable
development into a company's business model. It

has a positive impact on social, economic and
environmental factors.


Shangri-La’s Care For People

Embrace, Shangri-La's Care for
People Project , was launched
in September 2009. The project
committed each hotel to a 5-10
-year partnership with a chosen
beneficiary working on
children’s health or education
Whether it is a school, health center or orphanage, the entity must
require resources that the hotel can very ably deliver on. These
include infrastructure support, fundraising, life skills training and
even hotel apprenticeships.
Yearly goals and targets are defined for a period of 5-10 years, seeing
children through until they would have finished their higher
education and are capable of caring for themselves and finding
employment based on their own merits. Whenever possible, hotels
are encouraged to look at performing hotel skills training with the
goal of offering students a sustainable career, whether in or outside
the hotel.
Performance as of 2017:
>Our colleagues devoted a record-breaking 42,775 volunteer hours in
2017, demonstrating a genuine care for the communities in which we
>90 identified "Embrace" beneficiaries in each city working on health
and education programmes
>317 successful traineeships/work positions have been offered to
“Embrace” beneficiary recipients via the EMBRACE++ programme


CSR not only organise by company, but everyone can
organise it and join it! One of the course name
Coporate Comunication must every student of FBEA
study it. The assignment of this course is encourage
student do CSR to the public.

UMS Student Ogranises welfare in Semporna. 46




Faculty of Business, Economics and
Accountancy held a sport competition.
This KASUGA competition is verseus
among each courses of this faculty.

KASUGA of the year is now back to
unleash the inner sporty talent of yours!
Find yourself in one of the games
offered. The event held on 15 to 17
November 2019 which at Arena UMS,
Padang Sintetik, and Dewan
Badminton.Aside from that, every course
is required to have their own
cheerleading team

Games offered are:
• Netball
• Volleyball
• Badminton
• Futsal (Men &

• Sepak Takraw
• Bowling
• E-sports (Mobile

• Basketball
• Sukan Rakyat: Tug

of War (Tarik Tali) /
Lari Dalam Guni /
Lari Ikat Kaki


For registration, Lecturers and staff
you may refer to involvement are
greatly encouraged
your club's to support our
Sports faculty activities! The
more the merrier
(Exco Sukan)

Rules and regulations
for every game will
be attached at the

front door .

EVERY COURSE in Clare Connor
FBEA is required to

have their
representatives for

each game.


On 18 November,The Sport Carnival of FBEA (KASUGA) 2019
just concluded last night. The 3 days Sport Carnival was a
sporting avenue for students of 10 programs in Faculty of
Business, Economics & Accountancy competing in various
sports category. For 2019 edition, Finance Management &

Banking Program was announced as overall Champion while
International Business program in a second place. The

highlight of the finale was a Cheer-leading competition which
was won by Tourism Management program who beat nine

other contestants. The closing ceremony was officiated by the
Dean, Assoc. Prof. Dr. Raman Noordin. Almost 1800 students
joined the closing ceremony which was held at UMS Arena

Sport Complex


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