Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 100 If you want to Apology or Have Complaint Polite Phrases Sorry sir I am very sorry sir for… Terribly sorry Pardon? I beg your pardon Excuse me I apologize for… Polite Replies It‟s ok Not at all Never mind I understand completely No problem Forget it, Don‟t Worry, etc If you want to ask questions politely then use some words like May, should, would, could etc. Example: Would you like to have a cup of tea, sir? Could you possibly spell your last name? May I have your passport please? Could you possible talk to our sales manager? Should I call for a taxi for you? Hopefully this lesson will help you to deal with guest more politely. Remember "Guest is Always Right". How to greet & introduce with guests Hotel is such a place where every now and then you have to meet with guests. So you have to know some basic rules for greetings and introducing. Here are some Expressions of greetings you could use when you meet with your guests with possible answers which your guest may response or vice versa. For Meeting Formal Semi-Formal Informal Good Morning > Good Morning Good Afternoon > Good Afternoon Good Evening > Good Evening Hello > Hello How are you? > Fine, Thanks . And you? How is life? > Nice/Nothing Special Hi > Hi What's up > As always What's new > Nothing Long time no see > Yeah
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 101 Note: Uses of these expressions depend on when an with whom you are using. Like you cannot say good evening, in the morning! Again, with a new guest you should not say "Long time no see" or may be even "What's up". Also in hotel, you should use only formal expressions, but only in limited cases and with repeated gust you may use semi-formal or even informal expressions. It will depend on situation and relation with the guest. So, you should think before using any expression. For Leaving Formal Semi-Formal Informal Good-bye > Good Bye Good day > Good day Bye > Bye Good night > Good night Bye-bye > Bye-bye See you (tomorrow) > See you, bye Take care > Take care Note: After greeting and talking when you like to leave the guest, right at that moment these sorts of expressions are used .Again consider the timing and manner type before using these expressions.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 102 Terminology
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 103 100 Hotel Terminologies List of 100 Selected Hotel & Restaurant Terminologies that covers different parts and segments of a hotel or restaurant. This is part 1. More Hotel & Restaurant Terminologies will be provided. 1. Account: a document in which all charges and payments of a guest /customer are recorded in the folio. 2. Accommodation: stay arrangement in the hotel room. 3. Accompaniments: Foods that complement main dish or drinks. 4. Allowance: the amount of money that hotel pays to the crews on behalf of the respective airline for expense during their stay in the hotel. 5. Amendment: changes that place out of the original arrangement. 6. Arrival: the time when a guest arrives in the hotel and gets registration to check in the hotel. 7. Advance deposit: a paid amount by a guest prior to any charges against the guest account as a guarantee of final payment. 8. Authorization code/approval code: a code number given by a credit card authority for acceptance of a certain amount against credit card. 9. Affiliate: a property that is related to another property by contract. 10. Allotment: a room or some room which are set aside for guest arrival as per reservation. 11. Average room rate: a rate which is determined by dividing the total room charge, amount by the total occupied rooms. 12. A la cartelist is the name of a menu by guest can chose whatever dish he/she may desire to have. Each dish is priced individually. 13. Booking: reservation. 14. Block: reserve. 15. Bell boy: porter who handles guest luggage. 16. Bell desk: station of the bell boys and bell captain 17. Luggage tag: a document which is issued to affix with luggage or identification. 18. Back office: departments not located in the guest area. 19. Brochure: a pamphlet in a form of booklet. 20. Bulletin: a brief, periodically issued like a small magazine. 21. Cancellation: a party withdraws a room reservation. 22. Charge: a bill settlement done on a credit. 23. Check: guest charge voucher. 24. Check in: arrival of guest who has registered to stay in a hotel room. 25. Check out; departure of guest from hotel after settlement of his/her bill. 26. City ledger: all outside clients/customer accounts, maintained in credit department on credit t basis. 27. Credit: accounts yet to be paid by customer in favor of hotel. 28. Credit Card: A credit is plastic card issued by a finance establishment to a person to enable him to buy or to settle any bill by signing an imprinted card sales slip on the
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 104 basis of “pay later “upon producing the sales slip to the cretin card issuing company by the seller. 29. Coffee shop: restaurant where light pre plated meals are served on a la crate menu. 30. Clearance: when a room is prepared by housekeeping for sale or when a guest‟s hotel bill is paid, the cashier gives clearance to bell for luggage movement. 31. Commission: amount payable to travel agents for giving reservation and also the amount payable to credit card Company for settlement by credit card. 32. Close: the end of a shit or business day, by preparing all kinds of document. 33. Complementary: a service that is provided without any charger. 34. Confirm: make sure of any activity. 35. Cruet Set: Dispensers for salt and pepper. 36. Double occupancy: one room occupied by two people. 37. Deluxe: the high level of elegancy and service. 38. Deposit: amount of payment made by guest upon arrival to guarantee the final payment. 39. Departure: when a guest leaves the hotel after paying his/her bill. 40. Discrepancy: the tagging which does not tally with other tagging 41. Discount: percentage of monetary benefit given on actual price. 42. Double room: a room with large sized bed or two separates bed. 43. Down grade: change of room class to lower rate and class. 44. Debit: a change made on guest account. 45. Extra bed: an additional bed given to the normal arrangement of a room. 46. Early Arrival: A guest who arrives earlier than to a scheduled date. 47. Forecast: A pre estimated exception of room sale on coming month based on past and present data. 48. Free sale: Available rooms prepared by housekeeping for sale. 49. Floor Limit: a set credit limit given by Credit Card Company or by hotel authority to guests. 50. Folio: A document in which guest account is maintained. 51. Forfeit: When a deposit cannot be withdrawn due to no-show of guest. 52. Family plan: It is a special rate given for a family accommodation. 53. Garnish: Food items that are used to decorate and flavor food and drinks. 54. Guest history card: A guest maintained in a card, who stayed before in the hotel. 55. Group Rate: A special rate given for multiple occupancy. 56. Guide: A person who accompanies guests for sightseeing. 57. Guest ledger: Account of all guests where all charge and payments are made. 58. Hotelier: A person who is a hotel expert in maintaining the overall operation of a hotel. 59. Hospitality: Accommodation, food, beverage and other entertainment facilities provided to travelers/guests. 60. Health Club: provides gymnasium, sauna, message, stem bah and sport facilities. 61. Housekeeping: a department of hotel responsible for cleanliness, maintenance and make up of rooms and all the house. 62. House count: Number of guest staying in the hotel. 63. Mini Bar: Refrigerated collection of liquor in guest room for sale.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 105 64. Mis-en-place: Preparation of place before starting operation. 65. Mis-en-scene: Preparing the environment of a restaurant. 66. Lost and found: It is a term used in hotel when any article temporarily misplaced or lost by guest but later by hotel staff. Normally housekeeping keeps record and item in a systematic order to be delivered upon guests query. 67. Log book: A registered book maintained to note down all kinds of incidents and happenings. 68. Maitre „d: Headwaiter or A person who in-charge/head of all table. 69. Master Key: A key that can open all the locks of the hotel. 70. Massage: Rubbing of the body for comfort. 71. Night auditor: A title of front office staff who works at night sift and responsible for reconciliation of all the day nonrevenue earning documents, and for final recapitulation/master summery of the whole day earnings and transactions. 72. No show: a guest who has confirmed reservation but not arrived. 73. Occupancy: The number of rooms in percentage occupied by guest. 74. Out of order: A room which is not sellable due maintenance work or repair work. 75. Package: A combination of service provided to a guest at a certain rate. 76. Pre-assign: assignment of rooms before guest arrival. 77. Per-registration: Registration formalities before guest arrival. 78. Pax: Person. 79. Paging: Search of guest by displaying guests name in paging board. 80. Portion: The quantity of food served at a time and at a price. 81. Quote: A certain rate mentioned to customer for certain services. 82. Registration: Formalities maintained upon guest arrival. 83. Rooms rack: A rack maintained at reception serially for operational convenience. 84. Rate: Price of room use. 85. Resident: A person who is staying in the hotel. 86. Room status: present condition of rooms that shows vacant, occupied, dirty, ready for sale or out of order. Learn Different Room Status Terminology. 87. Sauté: A frying method. 88. Single Room: room with one bed. 89. Sold out: Rooms that have been sold. 90. Sauna bath: A system of cleaning one‟s body by dry heat. 91. Suite: Two rooms inter-connected, one bed room and the other one is living/sitting room. 92. Travel agent: A company that coordinates travel arrangement. 93. Time punch/stamp: it is a time record that is punched or stamped in any document by one kind of machine. 94. Tariff: The published rate of rooms. 95. Valet: laundry attendant who receives and delivers guest‟s laundry. 96. Vip: very important person. 97. Vip amenities: any complementary special services provided to a vip guest. 98. Upgrade voucher: change o room status to a higher rate/class. A document of guest charge for services rendered. 99. Wakeup call: a telephone call given to sleeping guest to wake him up.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 106 100. 100. Walk in: a guest arrives in hotel without reservation. Wine Terminology According to the “Wine & Spirits Association of Great Britain”-Wine is an alcoholic beverage, obtained by the fermentation of freshly gathered grape juice, the fermentation of which has been carried out in the district of its origin, according to the local traditions and practices, nothing artificial are added to it.” Here we will learn 40 wine terminologies. 1. Age or Ageing: Maturing of wine in wood casks or bottles. 2. Anthocyanins: The pigment in red wine grapes 3. Aperitif: French term for alcoholic appetizer. It means consumption of alcoholic beverage before a meal as an appetizer. 4. Aroma: Taste of wine in the mouth. 5. Bouquet: Aroma or smell of wine in the glass or bottle. 6. Blending: Mixing of two or more similar wines, may be of different ages, to obtain a better quality and different taste. 7. Butt: Standard shipping cask for sherry with a capacity of 36 gallons. 8. Brut: French term for dry wine which refers to the percentage of sweetening in champagne (5% to 15%) 9. Cask: A barrel-shaped wooden container made out of Oakwood used for maturing and storing wines and spirits with capacity of 36 gallons. 10. Chambre: To bring the wine into room temperature. 11. Cloying: Excessively sweet. 12. Corky: Gaining the flavor of cork because of the wrong corking or fault cork. 13. Cocktail: Mixture of two or more alcoholic or non-alcoholic beverages in a different ratio. 14. Crust: Sediments of some wines poured in the glass like crusts on the top layer of the glass. 15. Curve: French term refers to blending. 16. Depth: The measure of fruitness. 17. Demi Sec: Medium dry (sweetening is 5%-7%) 18. Dessert Wine: A sweet or fortified wine. 19. Doux: Very sweet (sweetening is 7% or above) 20. D.O.M.: “Deo Optimo Maximo” is a a Latin term which means “To God most good and more great”. The best wine is often dedicated to God. This term is written on a bottle of Benedictine liquor bottles. 21. Eau De Vie: “Water of life” or “Delightful soul of wine”. 22. Frappe: Crushed ice. This term is applied on the service of liqueurs. 23. Fliers: Floating particles visible in over chilled wine bottles. 24. Full-Bodied: Well matured wine or spirits. 25. Fino: Dry types of sherry. 26. Fine Maison: Best brandy of the house. 27. Jammy: An aroma of stewed fruit. 28. Lees: Sediments which settle down at the bottom of the cask before racking.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 107 29. Mellow: Well-aged, soft wine. 30. Pomac: Fermented apple juice. 31. Rich: A full, well-balanced wine, usually with high alcoholic content. 32. Rocking: Removing the clear wine from the cask leaving the sediments. 33. Room Temperature: Around 18 Degree Celsius. 34. Rose: French term for pink. 35. Sec: French term for dry (sweetening is 1.5% to 3%) 36. Schaumend or Sekt: German term for sparkling wine. 37. Trocken: German term for dry. 38. Vine or Vin Moussena: Spanish for wine. 39. Vintage: Wine made in a vintage year. 40. Weepes: Leakage of wine through cork due to faulty cork. Housekeeping Terminology Remembering & Understanding Hotel Management Terminology is very important for Hoteliers. I hope this will help you to get some basic idea on Most Popular Housekeeping Terminologies used in the Hotel Industry. Arrival - Time of the day guest checks – in Early: Arrival early in day Late: Arrival late in day Block -A room that is being held for a certain guest on a certain day. Designated time when work begins and all housekeeping. Check – in / Clock – in Employee: Employee sign the payroll sheets and clock – in, receive their guest arrival at hotel. Check – in, Guest Guest arrival at hotel. Check – out, Guest: Guest department from hotel: 1. Early: Depart early in the morning. 2. Late: Depart after designated check – out time. Comp - Refers to a room that is complimentary (no charge to the guest). Computer Vocabulary -DNS – DO Not Sell NUM – Not Made Up OD –Occupied Dirty OC – Occupied Clean VD – Vacant Dirty VC – Vacant Clean Connecting Room: Adjacent rooms that are serviced by connecting doors. Crib: A baby bed. Day Use Room: A guest room that is used during the day but not overnight.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 108 DND (Do Not Disturb): Abbreviation indicating that the guest does not want his / her room to be entered nor does he / she want to be disturb. Double – Locked: Guest room door is bolted from the outside and cannot be opened with a key. Before knocking on any guest room door, HSKP staff must first test the door lick button which indicates if the door is double – locked. Do not knock on double – locked doors. Due Out: 1. The day when a room is expected to be vacated. 2. A room that is expected to be vacated on that day. Evening Room Check: Performed by Room Attendants on one or more sections. The room status is determined and entered on the section slip. Forecast: Daily, weekly, monthly forecast of number of rooms to be occupied. House Use Room: 1. Rooms used by employees or staff. 2. Rooms used permanently for hotel storage. 3. Rooms used as offices for the hotel. HSKP: Abbreviation for Housekeeping department. Linen RoomCentral area of the Housekeeping Department from which all uniforms supplies and linen are issued. Log Book: A record in the Housekeeping Office in which all calls, requests and other important information are recorded by the Housekeeping Clerk. There are mainly 3 kinds of Log book. 1. Guest Request Items Log Book. 2. Daily Linen Discard Log Book. 3. Lost & Found Log Book. No Show Guest: A guest who does not arrival when accommodation is reserved. Over Room: 1. 1. Room that was assigned for service but not done. 2. 2. Room not assigned for service in the morning and to be done by evening Room Attendant. Permanent Room: Room occupied by guest living in hotel on a permanent basis or a guest room used as an office by an outside tenant.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 109 Permanent Section: A section assigned to a specific Room Attendant that is serviced by that Room Attendant whenever she / he is on duty. Re – check / HSKP Physical Check: Rooms that show as a discrepancy between the Report and the Front Desk status. These rooms are physical re – checked by Housekeeping. Rollaway Bed: A vertically stored bed on wheels. Room Change When a guest moves from one room to another. Room Status Terminology: OCC (Occupied): A guest room in which a guest or the guest`s belongings are present. VAC (Vacant): A guest room that is ready to be sold to a new guest. MU (Made – Up): A guest room which needs to be cleaned, including beds to be made. C/O (Check – Out): A guest room that requires to be cleaned before it is ready for a new guest. SO (Sleep Out): Refers to a guest room that is occupied but not slept in. OOO (Out of Order): Guest room this not saleable. RS: Indicates refused service by a guest. Runner: An employee who delivers items to guest rooms and guest floors. This employee carries a “pager” so that she / he can be contacted an any times. Section: A group of rooms on one floor which equals one Room Attendant`s room quota. Section Slip: A form prepared daily for each of the room attendants which indicates the room status on their section. Shift:The number of hours worked by a member of staff in one day. Skip: Refers to a guest who has left without paying the bill. Spotting: Word used to describe removal of stains on a limited surface. Stay – Over: An occupied room that will not be checking out that day. Suite: Accommodation consisting of one or two bedrooms and a connecting sitting room . Supply Requisitioning: Process of requesting from purchasing or central storeroom a quantity of supplies needed. Usually done weekly.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 110 Travelling: A situation that occurs when a room attendant must go to more than one floor to make rooms to completed assigned room quota. Turn Down Service: Evening guest room service performed by the evening Room Attendant. VIP: Symbol indicating a very important person who has been designated by management to receive special service. Walk – In: Guest requesting accommodation at the Front Desk without having made a reservation. Work Order: A form which is filled out for all maintenance requests to be done by Engineering Department. Work Slip: A daily record of each Room Attendant`s work. It is completed by the Room Attendant. 180 Cooking Terminology: Kitchen Term Glossary This Cooking Term Glossary will help you to understand what are the meaning of different French Terminologies in English: 1. Abattis:Trimmings of poultry, intestines, neck, stomach 2. Aiguilettes: Julienne of various meats 3. Aiguiser: Sharpen 4. Amuse Guelle: Small, tiny appetizer, cold or warm 5. Anouncer: To call an order 6. Appareil: Ready made mixture 7. Aromate: Special flavor, spices, good smelling essence 8. Arroser: To pour jus, stock on a roast meat 9. Aspic: Dish with jelly or covered with 10. Assaisonner: Seasoning of dishes 11. Bain Marie: Water bath, special casserols 12. Barder: To cover roasts of poultry or game with bacon, fat back 13. Baron: Whole backside and legs of lamb roast in one piece 14. Barquettes: Oval small mould or pastry for filling 15. Beurre Manie: Mixture of flour and butter 16. Beurrer: To spread with butter 17. Biscotte: Zwieback, special baked crisp toast for diet 18. Blanchir: Short blanching of vegetables and meat 19. Blinis: Small pancakes out of buckwheat 20. Braisir: To braise meat in stock or sauce 21. Bridir To tighten poultry, meat or game with a string 22. Brunoise: Small diced vegetable or meat
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 111 23. Camele‟: Decorated, like a noisle 24. Canapes‟: Small toasts, various shapes with different garnish 25. Caramel: Melted sugar filled up with water 26. Carcasse: Bone structure of poultry 27. Cassolette: Small porcelain/china pot 28. Cassonade: Icing sugar 29. Chapelure: Breadcrumbs 30. Chaud-froider: To cover cold fish or meat with aspic sauce 31. Chemiser: To fill out a form with aspic or spread an ice bomb 32. Chiffonade: Fine julienne of lettuce or sorrel 33. Chinois: Triangle shaped fine sieve 34. Ciseler: To make small cuts, with fish or meat to speed up roasting 35. Clarifier: To clarify a liquid, stock, soup, aspic 36. Cocotte: Pot style china ware 37. Coller: To stick or glue a structure with special mixtures flower, gelatine 38. Colorer: To colour, mix with colours 39. Concasser: To dice tomatoes 40. Coquille: Snail or mussel shell 41. Corail: Red mixture in blanched lobster 42. Corser: To reduce a liquid through reduction 43. Coulis: To thicken liquid mousse through reduction without flower 44. Couper: To cut 45. Court bouillon: Garnished fish stock 46. Crepinette: Net sausage 47. Croquant: Crispy 48. Croustade: Crispy baked pastries of short – or puff pastry 49. Croustadine: Baked puff pastry made of leftovers of puff pastry 50. Croutons: Toasts in various shapes 51. Darioles: Small timbals or forms for tartlette 52. Darne: Middle section of big fishes 53. Dauphine: Potato mixture with choux paste 54. Decanter: To separate a liquid or wine of wine crystals, etc 55. Decorer: To decorate a dish , show piece 56. Decortiquer: To remove skin or shell, lobster 57. Deglacer: To deglace, soften fond, stock and roasted particles with liquid 58. Degorger: To clean, rinse parts of fish,brain,sweet bread under running water 59. Degraisser: To remove fat from stocks and sauces 60. Demouler: To remove from a mould, terrine etc 61. Deplumer: To remove feathers from poultry and fowl 62. Desosser: Debone poultry, game, fish and meat 63. Dessecher: To lay dry 64. Dresser: To arrange dishes, with mousse, mashed potatoes 65. Duchesse: Potato mixture with egg yolk 66. Egoutter: To strain and remove water 67. Emincer: To cut in fine slices
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 112 68. Entrée: Cold or hot appetizer, or main course 69. Entremets: Sweet dishes, dessert scaloper To cut in equal thin slices 70. Escalopes: Thin sliced meat pieces 71. Espagnole: Brown basic sauce, old name 72. Etamine: Cloth for straining stocks, soups and sauces 73. Faisande: Name for haut gout for game and fowl 74. Farcir: To dust with flour 75. Ficeler: To dress meat meat with string for roasting 76. Fileter: To filet fish or meat 77. Flamber: To flambee, pour over alcohol and inflame, to remove feathers 78. Flanquer: To arrange and garnish with decoration 79. Fleurons: Pieces of puff pastry 80. Fond: Basic stock for soups and sauces 81. Foucer: To fill out baking dish with dough or frying pan with vegetable 82. Fouetter: To work with whisk, beat and whip 83. Fourrer: To fill a dish or container 84. Frapper: To put food or beverage on ice or salt 85. Frire: To fry in the hot fat, deep-fryer 86. Friture: The container filled with hot fat, deep-fryer 87. Frivolites: Hors d‟oeuvre, of cremes, barquettes, tartlettes etc 88. Frotter: To dry with a cloth 89. Fruits De Mer: All kind of crustacean and shell fish 90. Fumer: Smoking 91. Fumet: Essence, reduced stocks or sauces 92. Galantine: Galantine, stuffed poultry with farce 93. Galettes: Small pancake, small cakes, cookies 94. Garnir: To decorate a plate or dish 95. Garniture: Side dish, decoration, garnish of sauces and soups 96. Genoise: Biscuit, sponge 97. Glace de viande: Reduced stock, consomme, meat essence, sauce 98. Glacer: To cover a dessert with fondant, glaze vegetable or meat 99. Gratiner: Gratinate, arrange crust on meat, fish or vegetable 100. Grenadines: Small, thick escalopes inserted with bacon and glaced 101. Gril: To grill 102. Grosse piece: Main course, main dish 103. Hateletes: Small skewer for grilling 104. Hors d’oeuvre: Cold or warm appetizer 105. Infusion: Pouring liquid over ingredients to enhance aroma, tea, coffee 106. Jus: Meat juice, juice of roast meat 107. Konfectomat: Rational oven with steam, induction heat or combined 108. Larder: To fill or garnish meat or fish with bacon or back fat 109. Lier: To refine a soup or sauce with a liason, cream & egg yolk 110. Macedoine: Mixture of vegetables or fruits cut in medium brunoise 111. Macerer: Marinate vegetable, fish or meat 112. Mageoires: Fins
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 113 113. Marinade: The liquid for marinating 114. Marquer: To set something ready for cooking or set in frying pan 115. Masquer: To coat, décor, cover with sauce 116. Matelote: Sailor‟s dish of fish & meat with red wine 117. Meler: To dust with flour, mix, mix together 118. Mignonettes: Small, small diced potatoes 119. Mijoter: To steam, vapeur, poach 120. Mirepoix: Roast vegetables, garnish for soups, sauces and roast meats 121. Montier: To refine a sauce or soup, or beat egg white to snow 122. Mouiller: To pour liquid, make something wet, marinate 123. Mousseline: Fine cloth for straining sauces, soups, 124. Napper: To cover equally with aspic or sauce 125. Paner: Cover food with mie de pain or breadcrumbs 126. Papilotte: Paper or alu foil for wrapping 127. Parer: To cut into the right size, meat, vegetables or fish 128. Parfumer: To refine a dish with a fine aroma 129. Parures: Trimmings from meat or fish 130. Passer: To strain through a sieve or cloth 131. Paupiettes: Rolls filled with various ingredients 132. Pate: English pie, in various shapes 133. Piler: To pound, mince or crash hard ingredients 134. Piquer: To fill meat or poultry with bacon, tongue or truffles 135. Pocher: To poach ingredients to the point 136. Pointe: A dash, a little bit, peak, pointed 137. Praline: Mixture coated with chocolate or nougat 138. Preparer: To prepare 139. Printaniere: Spring vegetables, special cur of vegetable 140. Profiteroles: Small beignets from choux pastry 141. Pulpe: Fruit puree, thick fruit mixture or sauce 142. Puree: Mousse, fine mixture, blended ingredients 143. Quartiers: Cuts or quarters of vegetables and fruits 144. Quenelles: Dumplings poached or deep-fried in various shapes 145. Quiche: Bacon or ham tarte or tartelette 146. Rechauffer: To reheat food or dishes 147. Reduire: To reduce liquid through boiling 148. Releve: Main course 149. Relever: To improve the taste with seasoning, to enhance the flavor 150. Remouillage: Boil up the bones a second time, second stock 151. Revenir: To slightly saute or roast in butter or fat 152. Rissoler: To saute or roast in fresh butter or fat golden brown, pommes 153. Roux: Mixture of butter and flower 154. Royale: Mixture of eggs and milk/cream, raw or poached 155. Saignant: Bloody rare 156. Saisir: To pour in hot fat 157. Salpicon: Small diced vegetables, meat, fruits for filling
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 114 158. Sangler: To wrap something with ice & salt to freeze 159. Saucer: To pour sauce on top or on the side 160. Saumare: Marinate with salt, salpeter and spices for meat and fish 161. Saupoudrer: To dust something with salt, flour or sugar 162. Sauter: Saute meat, fish or vegetables 163. Sauteuse, Sautoir: Flat casserole or frying pan 164. Sorbetiere: Machine for freezing ingredients, ice cream, sorbets 165. Souffler: To blow up, souffle dessert, potatoes 166. Supreme: Chicken veloute with liason and butter, breast of poultry 167. Tamiser: To sieve ingredients, flour, breadcrumbs 168. Tampon: Base of bread, rice, fat 169. Tartelette: Small pastry 170. Tomater: To mix with tomato mousse 171. Tourne‟: Split milk, mayonnaise or hollandaise 172. Trancher: To cut into tranches, long slices 173. Travailler: To finish off, on fire, choux paste 174. Tremper: To dip in 175. Troncons: Pieces of small fishes or tail of big fishes 176. Trousser: To dress poultry, game, meat or fish 177. Vapeur: To steam ingredients 178. Verjus: Juice of unripe grapes 179. Vesiga: Back nerve of the sturgeon 180. Zeste: The yellow of oranges or lemon, grated or in fine julienne Front Office Terminology 1. ABF : American Buffet Breakfast 2. Accommodation : Description of bed type and location of a particular room. 3. Adjoining Rooms : Adjacent rooms that are not serviced by a connecting door. 4. Advance Deposit : Money received by the hotel in advance of the guest‟s arrival to guarantee the room accommodations. 5. Advance Payment : Money requested by hotel at check-in, of a guest who is unable to produce any of the credit cards or any other form of credit, accepted by the hotel. 6. Allotment : Certain number of rooms allocated to travel agents for free sale purpose. 7. Amenity : A gift for a guest e.g. compliments of the hotel, liquor, fruit basket, etc. 8. Arrival : Date of check-in. 9. Average Transient Rate : Total Transient Rooms Revenue divided by Total Transient Rooms (excluding permanent [revenue producing], house-use and complimentary rooms). 10. Average Room Rate : Total Rooms Revenue divided by Total Number of Revenue Rooms (excluding house-use and complimentary rooms). 11. Average House Rate : Total Rooms Revenue divided by Total Occupied Rooms.= 12. Bed Types : King - 78” x 80” or 198 x 203 cm Double - 54” x 80” or 137 x 203 cm Twin - 48” x 80” or 122 x 203 cm
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 115 13. Billing Instructions : Specific instructions for the charging of a guest‟s account to his company or any entity with established credit facilities with the hotel. 14. Block (Blocked Room) : A room that is being held for a certain guest on a certain date. 15. Booked to Capacity : Refers to a situation when the hotel has accepted the maximum number of reservations and is unable to take any more without being placed in a overbooked situation. 16. Folio Trays : The space, box, drawer allocated for Registration cards, correspondences, supporting documents, etc. Located at Front Desk (Pre-registration or Folio). 17. CBF : Continental Buffet Breakfast 18. Cancellation : A reservation which is no longer required by the client. 19. Cash Advance : To give money to guest obtained from guest‟s credit card, a nominal surcharge is added (refer to Accounting Procedures). 20. Cash Credit : Written verification of cash received from a guest and applied to his account. 21. Cash Float : A fixed amount of funds allotted to a Service Associate for foreign exchange, change for cash transactions and refund of cash deposit. 22. Cash Overage : A condition whereby the cash remitted is more than the expected amount stated in the cashier‟s report. 23. Cash Remittance : The day‟s collection in local and foreign currencies to be submitted to General Cashier. 24. Cash Shortage : A condition whereby the cash remitted is less than the expected amount stated in the cashier‟s report. 25. Check-In : Process of guests‟ registration upon arrival. 26. Check-Out : Process of guests‟ settling their hotel bills and departing the hotel. 27. Check-Out Time : Time designated by hotel for guest to vacate his room at completion of stay. Check-out time is normally 12.00 noon. 28. Close Cashier : A function whereby the Service Associate balances his/her account and prints his/her respective transaction reports. 29. Commission : Money sent to bonafide travel agents as payment for sending guests to a hotel paying full rate. The normal percentage is 10% of the room rate, excluding service charge and prevailing government taxes. 30. Complimentary Rooms : Rooms given free for business promotion purposes (e.g. familiarization groups and travel agents); rooms accorded to hotel's employees for leisure in accordance with Corporate Office policy guidelines. These free of charge rooms must be approved as per Delegation of Authority. 31. Confidential Stay : An in-house guest‟s request for his stay to be “unlisted” or “not registered”. Front Desk is to advise guest that the Telephone Operator will not accept any incoming calls, including overseas; and Front Desk will not receive any mail or message on guest‟s behalf. Front Desk is to notify Telephone Operator to place his room on “Do-Not-Disturb”. 32. Connecting : Adjacent rooms that are serviced by connecting doors. (Interconnecting)
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 116 33. Confirmation : A written agreement from a hotel to a future guest, showing details of his reserved accommodation. 34. Convertible Parlor : Sitting room with sleeping room furniture. Sofa converts into a bed. 35. Corporate Rates : Rates set by the hotel for all guests whose bookings are made by companies which are listed on the Hotel Corporate Accounts List. 36. Credit Card : The card a guest may use to charge hotel services to, e.g. American Express, Diner‟s Club, Visa, Master. 37. Credit Limit : The amount of money the guest is allowed to charge to his account before the hotel approaches the guest seeking partial or full settlement of the outstanding account balance. 38. Credit Refund : A refund of cash deposit which was obtained from guest upon checkin. Guest is to acknowledge receipt of the credit balance on the system generated paidout voucher. All other credit balances e.g. prepayment/deposit paid by travel agents/companies should only be effected through the accounting department. 39. Crib / Cot : A baby bed. 40. Day Use : Same day check-in and check-out between 6.00 am to 6.00pm and charged 50% off rack rate (Deluxe category and up preferred). 41. Dead Move (Absent move) : Room change when guest is not in room. To be carried out in the presence of a senior staff, preferably a Service Manager – Front Office or a Security Officer. 42. Departure : Date of check-out. 43. DNA : Did Not Arrive when accommodation was reserved. (See “No Show”). 44. Direct Bill : The process of sending the guest or his company, the hotel bill after he has checked out. 45. Direct Input : Reservations directly keyed into the PMS without any supporting correspondence. 46. Discount : Percentage of rate taken off room for Travel Related Personnel e.g. Travel Agent, Airline and Hotel Staff. 47. Do-Not-Disturb : When a guest requests for a confidential stay or leaves a “locator message”, the Service Associate - Telephone is to activate the “DND” function on his/her console so that any incoming calls to the guest‟s room will be re-routed to the switchboard automatically. 48. Do-Not-Disturb : When a guest hangs or switches on the DND (Privacy (DND - Door) Please) sign outside his room door, the Service Associate - Housekeeping will inform the Service Associate (Order Taker) in the Housekeeping office to call the guest at 2.00pm to check when he/she prefers his/her room to be cleaned. In the event that there is no response from the room, a Service Manager/Leader, together with the Service Associate will enter to check room status. 49. Double Occupancy : Percentage of rooms occupied by more than one person. 50. Downgrade : Moving a guest to a lower category room and decreasing his room rate. 51. Drop Safe: A safety deposit box usually located at the General Cashier‟s office, where all outlet cashiers and Service Associates could remit their day‟s collection. 52. Due In : Expected check-in today. 53. Due Out : Expected check-out today.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 117 54. Early Arrival : Early morning arrival is subject to space availability (6.00am start of day). If a client informs the hotel that he is arriving early, he must be informed that check-out time is not until 12.00 noon and the hotel cannot guarantee the room before then. We will, however, do our utmost to have a room ready as soon as possible. If the client wishes, he can reserve and pay for the room the night before to ensure immediate occupancy on arrival. 55. Early Departure : Guest who checked out earlier than the expected departure date (See “Unexpected Departure”). 56. Express Check-Out : A condition whereby guest leaves the hotel without having to check-out at the Front Desk. However, guest needs to furnish his credit card details on the “Express Check-Out” form, prior to his departure. This arrangement could also apply to city ledger settlement. 57. Extension of Stay : Authorized change of departure dates. 58. Extra Bed : See Rollaway Bed (R.W.B.) 59. Extra Rate : Applies to third person in room and not extra bed. Extra person/bed rate to be waived for Suite occupants. 60. Family Plan : No additional charge for children under 18 years occupying the same room as their parents or guardian. 61. Golden Circle Program : Guest recognition program that provides uniform delivery of value-added individual services, features and amenities to high valued guests, across all Shangri-La Hotels & Resorts. 62. Guest Name Record (GNR) : This is the guest‟s reservation record which includes guest name, hotel accommodations, arrival information, rate, address and any other pertinent information. 63. Guaranteed : Refers to a reservation that has been guaranteed. This means that the guest plans on arriving after 4.00pm and has guaranteed to pay should he fail to arrive. The hotel will hold the room all night, and if the guest does not arrive, he will be charged. In the event that the guest has guaranteed and the hotel does not have space when he arrives, the hotel will find alternative accommodation at a similar hotel and pay for it. 64. Guest Folio : Statement of guest‟s hotel charges. 65. Guest History : Records showing details of guest‟s previous visits to our hotel e.g. address, length of stay, credit cards used and room preference. 66. Half Day Charge : A charge of 50% off folio rate for late check-out at 6.00pm (50% off rack for “wholesale” guests who wish to extend late check-out on their own account). 67. House Count / Status : This term indicates the occupancy of the hotel at any time of the day, expressed in either actual rooms or percentage. 68. Incognito Stay : See “Confidential Stay”. 69. In-House guest : A guest registered with the hotel and has not checked out yet. 70. Joiner : Guest to check into room with already registered guest requiring a separate account. 71. Key Permit : An in-house guest authorizes another non-registered guest to gain access to his room.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 118 72. Key Request : In-house guest requests for a second room key or another key to replace his/her lost key. 73. Late Check-Out : Additional time allotted by the hotel after normal check-out time with or without extra charge. Free-of-charge is subject to space availability or as promised, e.g. Value Rate (Rack). 74. Limousine : Hotel vehicle used to transport guests to or from the airport/train station/pier or hourly bookings. 75. Locator message : Guest advises that he/she may be contacted at a specific location when he/she is not in the room for a period of time. 76. Logbook : Book for inter department communication. 77. Log Printer : Printer dedicated to printing critical computer transactions i.e. Creation of Reservation, Guest Check-in, Post to Folio, Status Reports, Telephone Charges, etc. 78. Market Share : That percentage of the hotel market (in terms of units, dollars, or any other index) which is captured by a given segment. 79. Net Rate : A non-commissionable rate or rate inclusive of taxes and service charge. 80. Night Safe : See “Drop Safe”. 81. No-Show : Guest who did not arrive when accommodation was reserved. Guaranteed no-shows are not to be checked into the PMS to capture occupancy. The Front Office Manager in consultation with the Director of Marketing is to advise the Credit Manager the following day which guaranteed no-shows to be charged. All relevant correspondences are to be attached to the no-show report and submitted to Credit Manager for proper billing. 82. On Request : Situation whereby the hotel is expecting high occupancy and certain room categories are placed on request basis to travel agents, sister hotels and Central Reservations Offices. 83. Out Of Order Rooms : Rooms removed from saleable inventory due to major (O.O.O.) repair works e.g. renovation or refurbishment. 84. Out Of Service Rooms : Rooms temporarily blocked off for minor repair works (O.O.S.) e.g. servicing of air-conditioners, general cleaning; or rooms temporarily closed off due to low occupancy. (These O.O.S. rooms do not affect the occupancy forecast). 85. Overbooking : The deliberate or mistaken confirmation of more reservations than there are rooms available. 86. Package : A combination of a room, meals, laundry/valet, or other services sold in one deal. 87. Percentage of Occupancy : Occupancy determined by dividing the total occupied rooms (including complimentary rooms) by the total available rooms (excluding O.O.O. rooms). 88. Permanent Folios : Room types defined in Fidelio beginning with “P” are considered pseudo or “dummy” room types. The system provides all normal functionality available in Fidelio for “P_” room types, such as creating reservations, attachment of Travel Agent or Company profiles, charge routing, check-in, posting, settlement by all payment methods, check-out, etc. These rooms are not included in the daily rooms statistics, but revenue and payment figures are taken in as part of the hotel total. This flexibility allows these “dummy” rooms to fulfill a variety of functions for the hotel.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 119 In order to segregate the functions and easily identify the purpose of each “P_” room type, it is recommended to use the following designations: 89. Pledge Relocates : Rooms for guests housed at another hotel, but paid for by the hotel as a result of the hotel not being able to honour a guaranteed reservation. 90. PMS : Property Management System (Fidelio/Opera) 91. POS : Point of Sales (Micros) 92. Pre-Assigning/Block : Setting aside rooms for reservations with specific requests for a service, feature, amenity and early arrivals. 93. Pre-register : Process whereby guests‟ full particulars are obtained prior to arrival and only guests‟ signatures are obtained upon check-in. 94. Profile : A master record of details of a guest/company/travel agent e.g. name, address, telephone number, guest history and etc. 95. Quoted Rate : On the Shangri-La Hotels & Resorts confirmation, we are honour bound to provide the guest with the room and/or rate specified on the confirmation, regardless of availability. 96. Rate Change : When the room rate is altered for a room which is already occupied 97. Register : Process of putting a guest record into the hotel system as an in-house guest. 98. Registration Card : Card used by all guests to register at check-in into the hotel. 99. Rollaway Bed (R.W.B.) : A portable single bed which can accommodate an additional guest 100. Room Change : When a guest moves from one room to another during his stay 101. Room Discrepancies : Rooms reported by Housekeeping when the physical status of the rooms do not tally the Front Office PMS status. 102. Room Rate : This rate which is designated for a specific room. 103. Rooming List : A list of guest names provided by a travel agent or group organizer to the hotel to inform names of persons occupying the block booking. 104. Round Trip Transfer : Two way transfer from airport/train station/pier to hotel; and from hotel to airport/train station/pier. 105. Routing Instructions : Process whereby billing instructions are set in guests‟ reservations. 106. Run Of House (ROH) : A term used for travel agent‟s contracted rate for the lowest room category and when this category is not available upon guest‟s arrival, the guest must automatically be upgraded to the next available category at no extra cost. 107. Share With : Two or more guests occupying the same room but with separate accounts or folios. 108. Shift : The number of hours worked by a member of staff in one day. 109. Skip Room : A condition where a room is reported as “Vacant” by Housekeeping but reflected as “Occupied” in Front Office Status. 110. Sleep Out : See “Out-Of-Town”. 111. Stay Over : Guest extending his stay. 112. Suite : Accommodation consisting of one or two bedrooms and a connecting sitting room (parlor). 113. Suite - Presidential : The highest suite category 114. Suite - Specialty : One of the more elegant suites. 115. System Down : Times when computer becomes inoperative.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 120 116. System Up : When computer is operational. 117. Tour Group : A group booked by a travel agent or association, etc. 118. Tour Group Concession : Complimentary rooms accorded as per the contract signed with the travel 119. Trace : A message/instruction left in the PMS for the relevant department to follow up. 120. Travel Agent : Represents guests to arrange travel and hotel bookings. 121. Unexpected Departure : See “Early Departure”. 122. Upgrade : Situation where a guest is given a higher priced room at a lower rate, usually for business promotions or out of goodwill. This must be approved as per Delegation of Authority. 123. Upsell : Moving a guest into a higher priced room in the hotel with a rate increase. 124. Vacant Room : Room available for sale but not occupied during the period. 125. VIP : A person designated by management to receive special treatment (See “Guest Type Code”) . 126. Voucher : Document used to record debits or credits posted to a room account. 127. Walk-In : Guest requesting accommodation at the Front Desk without having made a reservation.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 121 Handling Guest Complaint
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 122 Handling Guest Complaint In service industry like hotel, complaints go side by side. Whenever you would try to sell any product or service, you will find some people who may not become satisfied. In hotel arena, people get angry or not fill happy for various reasons. Some common reasons are like not getting proper service by staffs, bad quality of food in restaurants etc. The basic golden rule is don't be panic or offensive while guests complaint to you. Try to professionally deal all sorts of complaints. This is a great chance to show your professionalism. Thing you should consider: Why do you feel guest complaints are bad for your property. Try to think in different ways. Don‟t you feel it is helpful for you to find out weaknesses of your property and a chance to resolve that? A valid, logical complaint is the feedback from your guest by handling which you can improve your hotel or restaurant on the other hand ignoring such complaint will result serious loss in future. So, try to think this way. This is the right approach to handle guest complaint. Proper ways of handling guest complaint: 1. Take your time. Listen with full attention what guest wants to say. 2. After guest express his complaint repeat that in your voice to make him understand that you listen to him properly. 3. Start replying in a tricky way like “I understand your problem, sir” or “Thanks a lot for bringing up the matter” to us”. This will give impression to guest that you are not against the guest but rather supporting him. This would make him calm. 4. If you are the person to solve the matter then take proper action to solve the problem. If you are not authorized for handling such complaints then inform the right person who can solve the problem. 5. If you can solve the problem and you may take time from guest to solve the problem and in this situation don‟t forget to follow up the problem to check whether it is solved or not. 6. If the problem is very serious then consult with top personnel immediately. 7. If you are front desk agent then you should write the complaint in complaint form. Step by Step Guest Complaint Handling (SOP) Step-1: When a guest with a complaint or request approaches you, follow the basic steps of Making It Right. Listen: Listen intently making mental notes, with the right body language- put on a serious face, nod your head. (Take notes if the information is very detailed and specific) Apologize
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 123 with Empathy: Apologize and put yourself in the guests‟ situation. No matter how insignificant the matter is to you, it must be dealt with seriously. Find a Solution: All problems have a solution - that‟s the approach to use. Try and find the simplest and clearest solution. If you are unable to, inform a supervisor or manager. Follow Through: After the problem has been resolved, go back to the guest to ensure he is satisfied. Even if the problem is being solved by someone else, you were the one who the problem was brought to- follow through accordingly. Take personal responsibility of the issue. Step-2: The guest, who is complaining, should be informed of the action(s) being taken every step of the way. If you are unaware of what to do, inform the guest that you will inform a Supervisor/Manager and follow up with him/her within the next 10 minutes. Just tell the guest: “Mr/Mrs/Miss “X” I will inform the situation to my Supervisor/Manager and I shall revert back to you within the next 10 minutes.” Step-3: Inform the Supervisor/Manager of the situation - make sure to give him/her all the information, including a background on the guest. Step-4: Supervisor/Manager must contact the guest and explain to him/her that he/she has been informed about the situation. The Supervisor/Manager must apologize for the situation and offer him/her an alternative or plus him/her with something that the guest feels “outweighs” the problem. If the guest is still not satisfied, the Department Head must be informed. Step-5: After a solution has been reached, the key person who dealt with the guest on this case should go back and check to see if the guest is satisfied. Step-6: A log must be maintained detailing the situation. Step-7: The entire Making it Right procedure should be completed within 24 hours.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 124 Always Never Provide all the information in the log Come up with a decision if you are unsure Ensure you revert to the guest every step of the way. Neglect any minor complaint Major Guests Complaints We can classify guest complaints into 5 main types according to the nature and timing of the complaint. Those are: 1. Before Guest Arrives 2. After Guest‟s Arrival 3. During Guest‟s Stay 4. During Guest‟s Check Out 5. After Guest‟s Check Out Before Guest Arrives: 1. booking information is not accurate records 2. booking information is not timely and accurately delivered 3. prices, or room number information cannot be kept confidential or premature to tell the guests 4. a sudden raise of room prices 5. Managers at all levels receive relatives and friends booking without informing front desk that could cause damage and confusion 6. restaurants of various departments in the home-front passenger booking and contact guests in the process of giving guests the impression to remain poor, resulting in booking or cancellation of booking guests do not want After Guest’s Arrival: 1. Both parties to the price dispute 2. upon arrival record of the request is inconsistent with the hotel; 3. not been able to stay in rooms or rooms cannot let guests leave satisfied 4. Guests of the hotel the provisions of dissatisfaction with the difference in different time slots 5. The guests are not satisfied with the arrangements 6. Check-in board room procedures were too cumbersome and time-consuming too long 7. Welcome members and baggage are not in place or place of service for less than a home During Guest’s Stay:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 125 1. Room facilities and equipment, consumables or services that allow guests are disappointed 2. Business center and switchboard services to make guests dissatisfied 3. Information and cashier services enable customers satisfied 4. Other aspects: the key to the guests because of the expired card can not open the door and dissatisfaction; the guests change wards without a response, or implementation; guest complaints during the stay, the hotel is not to be properly resolved During Guest’s Check Out: 1. rounds closing speed is too slow: no small change to speak of; foreign exchange has not commenced business or has ceased operation; guests to catch up with the next closing rooms, dining hall staff time; guest attendants have to go rounds, with a total station to play the past Tel no access; room attendants rounds too slow; cashier checkout too slow 2. Accounts disputes: Guest does not recognize certain consumer items; have objections to certain spending; does not recognize the loss of items they should be required to pay compensation for costs; right held by the guests credit card validity or currency of doubtful authenticity etc. 3. The Housing-state error: the guests have already checkout, the total housing units are not in time to change state; guests extension completed check-out procedures, with a total station has not entered into the computer; for other reasons After Guest’s Check Out: 1. Related Business forms are not timely filed or filed in error; guests entered the relevant information is not timely and customer history files; guest's complaint information is not timely, accurately reflected in the relevant sectors 2. The guest check-out services are not in place or to pass relevant information is not discontent caused by the guests: Guests Check in time when the message is not delivered to the designated guests; guests arrive after check-out items, letter or fax are not timely and accurate manner according to the requirements of the guests treatment; guests left the hotel the important items, documents, failed to pass the guests in time, affecting the lives of the guests and travel. 50 Reasons That Make Your Guest Unhappy Friends, today in this Free Hotel Management Training Tutorial we will try to find out those reasons of why guest become unhappy with your service. I don't know how much you care about unhappy guest but let me tell you this is very crucial for your business. Yet not convinced. OK let me share you this statistics. These are some Great Statistics I wanted to share with you in my proposed "Guest Complaint Handling Training EBook". These are some statistics found from a great research done by an US Research Firm on the Reasons of Guest Complaint & the Impact of Unhappy Guest in Hospitality Business. The major outcomes are:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 126 1. 68% of lost guests do not return because of poor service by the staffs. 2. 32% do not return because of death, relocation, competition and poor products and facilities. 3. Less than 5% dissatisfied guests speak out which means 95% of them remain silent and out of 20 dissatisfied guests you can only know about 5. 4. Half of those 95% silent dissatisfied guest do not return. 5. It costs 5 times more to get a new customer than to keep an existing guest. Anyway, here are top 50 reasons of why guest become unhappy with your service provided in restaurant. If you are an F & B Manager or supervisor then you should use this list as a checklist and train your staffs to be careful with these incidents and try to avoid these. Reasons of Guest's Unhappiness are: 1. When ashtrays have more than 2 butts in them. 2. When salads are at room temperature. 3. When water glasses are not automatically refilled. 4. When hotel food and beverage is served on cold plates or in old cups. 5. When hot food is not hot and when cold food is not cold. 6. When the R/S phone rings more than 5 times before being answered. 7. When a guest gets put on hold for more than 30 seconds. 8. When dishes or glasses are chipped. 9. When silver on tables is spotted or tarnished. 10. When glasses are streaked. (Hold them up to the light and you will see). 11. When menus or placemats are ripped, stained or smudged. 12. When bread or rolls are stale around the edges. 13. When there are not enough menus for the customers. 14. When condiment bottles are not full and are coated at the neck. 15. When guests wait for 3 minutes without having a drink order taken. 16. When food sits in the window waiting to be picked up. (FOOD = CHEF) 17. When we run out of china, silver or glass. 18. When silver is set crooked on tables. 19. When the tabletop is not picture perfect. 20. When sugar bowls are dirty inside. ( take the sugar cubes out and look inside ) 21. When salt and peppers shakers are greasy to touch or half empty. 22. When we run out of any item in any bar or restaurant at any time. 23. When service personnel have the “I‟m doing you a favor” attitude. 24. When banquets or coffee breaks start late. 25. When soft drinks come out of the system “flat” 26. When debris, bits of paper and food is not IMMEDIATELY picked up from the carpets or floors in restaurants and bars. 27. When R/S trays and tables stay on guest floors more than 3 hours. 28. When restaurants and bars open late or close early. (Regular hours are printed and posted all through the hotel and guest rooms ). 29. When a guest pays top dollar for quality food and beverage and does not get it. 30. When a guest orders the DESCRIPTION on the menu and gets something else.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 127 31. When a guest pays top dollar for sleeping rooms and can‟t get a quick, hot, courteous breakfast the following morning. 32. When a guest travels all evening to get to the hotel and then can‟t get a quick 1st class sandwich or a couple eggs (HOT AND FRESH). 33. When guests don‟t get seated; see empty tables and don‟t get P.R. or “Strokes” while they stand in line. 34. When chairs and booths are dirty, stained or have crumbs on them 35. When guests who come for breakfast don‟t get coffee immediately on being seated. 36. When R/S says 20 minutes and it takes 30 minutes to get the order. 37. When coffee is not steaming. (CHECK BANQUETS ) 38. When fruit garnish in bars or R/S is dried out. 39. When buffet tables or salad bars are not replenished quickly. 40. When orders arrive and they are incomplete, or service people ask “who gets what?” 41. When coffee cups are stained. (Check inside of cups.) 42. When bud vase water is murky of flowers wilted. 43. When table or meeting room linens have small bowls, rips or burns. 44. When tables and chairs are wobbly. 45. When greasy, dirty tags are used to wipe down tables. 46. When guests do not get recognized by a smile, a hello or eye to eye contact when they hit the door of any restaurant. 47. When guests do not think you have tried your very best to please them even if everything was not perfect. 48. When guests are on a tight morning schedule and can‟t get in and out of the C/S in 25 minutes. 49. When a guest gets their food check and it is sloppy, wet or stained. 50. When guests are drinking and have nothing to nibble on. Types of Complainer Guests in Hotel & Restaurant In a hotel or restaurant everyday hundreds or thousands of guests come and go. All are different. They come from different countries, possess different levels of education and most importantly each carries different personalities. It is you, as a server or hotelier, have to handle all types of guests. Let‟s learn some different types of complainers to handle them properly. Different Types of Complainer Guests in Hotel & Restaurant: As we discussed earlier, all guests are different. According to the expressions of the complainer guests, we can classify them into these categories: (1) Intellectual Type: Such guests are generally are older in age. Generally they complaint in depressed mood with calm tone. Intellectual guests try hard to be rational and beat you with their logical arguments. Their expression remains cool all the time and they have good personality. Such
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 128 guests are quite easy to handle but sometimes you may found quite irritating too. In order to deal with this group of people you should remember: Listen their logic properly. Know the facts properly. Don‟t rush to agree to apology first. Be logical all the time. Don‟t promise anything you are not sure. They will remember every single detail. Don‟t afraid on their cool calm voice and influencing personality. (2) Offensive Type: Such guests are mostly found in restaurants then in hotels. Sometimes a single offensive guest is well enough to hamper your business. They don‟t care anything. Express their emotions loudly with wicked language, behave rudely and try to gather public attraction. Be prepared to take hard actions to handle such guests. Follow these points: Don‟t react aggressively. Be friendly and try to handle with calm approach. There is no point to play with fire rather put water on fire to stop it. Your calm approach is like putting water on fire. Isolate the guest. Offer him to talk in a corner. Suggest them to set down. Human psychology is such that when we sit we become less aggressive. Keep eye contact. Don‟t interrupt. Let them show their emotions first. Try to find the right moment to response. Take notes of their complaint. It will give you 2 advantages as the person will become careful about his complaint and language and as writing needs more time then speaking so there is a possibility that he would calm down as the time progresses. If you can‟t handle then refer to the superior one. If nothing makes the complainer calm and if he continues misbehaving then don‟t hesitate to call the security. (3) Distressed Type: Often you may find some guests who look not feeling comfortable. Sometime they show anger, sometime remain silent, sometime harshly question. Their total presence, body movement, gesture, posture, language will make you feel they are not happy with the atmosphere. In this case follow these steps: Before they complaint at you, approach to them and ask them “Is everything all right sir” Try to find out why they are distressed. Sometimes for personal problem people show agony with third person. If they are not satisfied with your service and facilities then follow previously discuss tips to make them satisfied. To change their mood you can offer them freebies like free drink or free deserts.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 129 Whoever your guests are, try to meet your standard. As an hotelier all the time be prepare to serve any kind of guests. Never forget the old saying “Guest is always right”.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 130 F & B Production
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 131 How to Prevent Cuts in Kitchen If you engage with food production in hotel then every day you have to cut a lot of things. If you are not well trained and careful enough then there is a high chance of your finger cut. Here are some tips you should follow to prevent cutting of your hand: 1. First learn how to use any cutting, slicing or grinding equipment before you even use it. Lean from an experience one who from his experience which is the best way to use those. 2. Keep all safety and after incident materials (like bandage) nearer to you so that if something goes wrong, you can take proper step. 3. Keep knives and other cutting utensils sharp. It will prevent finger cutting. If your knife is dull, not sharp enough, then you have to pressure more that could cause slip and cut your finger. 4. Use proper utensils for specific task. It will not be a good idea to try to open a can with a knife. 5. Use cutting board. You can keep a towel to keep it in optimal level to prevent slipping. 6. Do not talk or gossiping while you are cutting anything. Pay attention to your work. 7. Sometimes during work it may happen that your hand slips and knife falls. Don‟t ever try to catch a fallen knife. Beware this is very dangerous. Let the knife be fallen then just take that and wash. 8. Try to make habit to pick up the knife by its handle not by its blade. 9. Always wear protective hand gloves (like the picture) in one hand. 10. Never put knife in a sink or under water or in any other places from where it is not visible. There is a high chance of cutting in that situation. 11. Clean and sanitize your knife after use and keep it in a perfect place like rack, after using it. 12. Handle glass with extra care to avoid falling and cutting. If glass is broken then don‟t use hands, just sweep up. 13. Learn how to carry knives. Don‟t be victim! Hold it beside you by pointing down the sharp edge. 14. Don‟t use your finger at the very last stage to push anything towards cutting blade. 15. During opening crates and cartons, remove all nails and staples and then dispose those. Personal Hygiene Guideline for Food Worker For each and every hotelier hygiene and sanitation is such an issue which has to be handled carefully. Especially if you work in food preparation department then you need to be more careful than anyone else. Because of your carelessness guest may be affected by different food borne diseases. So, to avoid such situation, first step you should take is to ensure your personal hygiene. Your physical fitness does not ensure that you are physically OK. Even if you are not sick, you may have bacteria in different parts of your body which has high chance to be grown in food and make guest sick. Personal Hygiene Tips for Food Workers:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 132 1. If you are sick do not work. First consult with your doctor. As your main job is to prepare food so your physical fitness ensures safe, hygienic food. If you are ill then there is a high chance that food born hazards can grow from you. 2. To ensure personal hygiene daily bath is must. You may have busy working schedule all the time but it is your duty to manage some free time to take a shower which will not only keep your body clean but also refresh your body and mind. 3. Maintain a habit of washing your hands as much as possible. Wash your hand after eating or drinking or touching anything or going to toilet or smoking or doing anything which can help to grow bacteria in your hands. 4. Generally food workers have 2 sets of uniform and aprons. So never wear same dress more than a single day. 5. Hair fall in food is a worse scene for any star hotel. So always cover your head. Keep your hair neat and clean. Always wear hat or hood or hairnet. 6. Shave daily. It is must for every hotelier. 7. Cover Coughs and sneezes properly and then wash your hands. 8. Some food workers have very bad habit of sitting on the worktables or using knife for cutting nails etc. Such bad habits should be avoided. 9. Never let your finger to grow. Always cut your fingernails clean and short. Female worker should avoid using nail polish. 10. Although in most of the hotels, smoking is prohibited while working, but even if you are allowed, never smoke on your working time. Also you should not chew gum or enjoy music on your working time. 11. If you work with knife and cutting blades then there is a high chance of cutting and blooding. Try to be safe as much as possible but if by accident you are blooding then use clean bandage on that parts of your body and take immediate treatment. Never overlook your minor injuries. Safe Knife Handle Tips If you work in a hotel in food preparation department then you have to use knife frequently. It takes time to being skilled on using sharp bladed knife properly. At the beginning stage, many food workers often cut their fingers while cutting anything by knives. So it is better to know how to use knife safely to avoid unexpected cutting of your fingers or any other parts. Safe Knife Handle Tips: 1. Look at the picture above. As you see, never cut anything toward your body. Always practice to cut away from your body to avoid cutting yourself. If you slice anything then stand by the side of your cutting and start cutting from your body side to the opposite. 2. For pushing food to blades sometimes food workers use their hands which is very dangerous. Never use your hands because your second of rashness or unconsciousness can result serious danger. So always use food pusher to push your food in advance toward blade.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 133 3. While cutting food, stability is important. Always cut on cutting board or plane surface, never cut anything holding on hand. 4. Using of proper knives is a safe practice. For example, if you use large knife to remove meat from bone then you may be injured. So you should use- boning Knife to remove bone from meat paring knife for slicing small things Carving knife for large cutting jobs vegetable pillar to cut vegetable Cheese knife to cut through cheese 5. Wearing appropriate gloves will keep you safe from unnecessary cutting of fingers. Use cut resistant gloves. Try to use best fitted gloves otherwise you will not feel comfortable to work. 6. Take care of your best friend in your job? Best friend? Who? Yes I am talking about knife with what you have to work for a long time. Always sharpen your knife. This will give you more accuracy and boost up your performance. On the other hand, using dull blades will make your bored and you will not get proper service you are looking for. It also has the tendency to be slipped out from hand. Also tighten handle of the knife. This is very important. A loose knife handle can be the cause of major injuries. Fire Safety Training for Kitchen Staffs (Must Read) Fire is the most frequent and most dangerous emergency encountered in kitchens of the Hotel or Restaurant. At an average, there are 4 fires (mostly very small) in each kitchen a year. They can happen at anytime, anywhere. Utmost care must be taken by all hosts to minimize the risk. When not being able to subdue the fire very fast, the entire hotel, resort or restaurant could burn down with all hosts and guests trapped within minutes. Pre-Fire Arrangements in Kitchen: Firefighting equipment must be maintained in perfect condition at all times and must be check on a daily basis by Chief Steward or in absence Executive Sous-Chef. The logbook is available at the Chef‟s office to log the daily inspection and their findings. Dangerous situations or “abnormal” situations must be reported directly to the HOD and Chief Engineer. All events in relationship with fire protection must be recorded in the log book. Any routine inspection, fire drill, preventive action, intervention, false alarms, defective functioning of the system, etc. must be recorded. All records must be written in English, dated, signed, the description of the events and material involved must be detailed carefully (in order to be understood and identified easily by a person not familiar with the property). The facts mentioned must not let a chance to be misinterpreted.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 134 The logbook must always be available for the General Manager’s review and presented to him / her once a month for signature. The logbook remains property of the Resort & Spa and its contents must not be divulged without approval of the General Manager. A complete fire drill must be organized at least every year and be under control of an agreed company who will deliver a certificate accordingly. Departmental and section fire drills / tests will have to be organized once a month in addition to the weekly resort drill. The fire extinguishers must be fitted with identification tags or stickers on which will be reported the dates they were checked. Any defective parts must be replaced / repaired immediately. Every section where there is cooking, gas or electric equipment should have within a distance of 5-8 meters fire extinguishers, CO2 and fire blankets. An area fire water hose should be nearby each outlet. Steps Need to be Taken in Fire: Do not panic, remain calm. No matter how large the fire. This does not mean slow down, but keep your head cool and keep thinking. Stop what you were doing immediately. Notify immediately (before firefighting) the highest in rank on site, after that immediately the following: 1. Operator 2. Chief Engineer 3. HOD/CHEF Or 4. in absence EXECUTIVE SOUS-CHE Report any fire no matter how small immediately: 1. The Chief Engineer or second available will direct the fire fighting team of the resort until the arrival of the local firemen. 2. Highest in rank (on site) must shut down all electric and gas. Remove gas bottles (if possible only) 3. The Chief Engineer or second available will coordinate evacuation of hosts and guests. Close all doors and windows if possible when evacuated. 4. All hosts and guests not part of fire team or without knowledge/equipment should leave the site unless coordinator requests otherwise. If the fire has progressed to a point where it is potentially dangerous for the fire team, the main efforts will be directed only to help hosts and guests to evacuate and to protect the other parts of the resort in danger or being reached by the fire. At no time the members of the fire team are expected to be involved in a situation where a fire has passed beyond the “danger” stage. Prevent fire from reaching other nearby buildings / structures by:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 135 1. Making a water screen between the fire and the threatened building (use a hydrant) 2. Throwing wet towels / blankets on the roof of the threatened building if made of wood or other natural material. When the fire has been extinguished, check the ashes for hidden embers. Extinguish everything meticulously to prevent a possible restart of fire. Parts that are still standing but represent a high risk of suddenly collapsing or breaking that may endanger people’s life or generate additional damages by doing so, can be demolished immediately without approval of the insurance company. The General Manager or second available will question witnesses to identify the origin of the fire and make a detailed report of what they saw. In case of small incidents the HOD will do this and report to the GM afterwards. How can you contribute to help preventing FIRE: 1. Know where fire extinguishers and blankets are located and how to use them for which fire. 2. Report any grease buildup on equipment to your supervisor 3. A grease fire is different than a normal fire and needs special care in extinguishing so as to not make the fire worse; be familiar with the methods of extinguishing grease fires. 4. The disposal of old and/or hot grease and fat requires special care and handling; know where to dispose of this material and exercise great caution when handling hot grease. 5. The use of the stoves, ovens, and deep fryers require special information and care; learn how to regulate the temperature and then use that information. If an oven or deep-fryer is not lighted, make sure you have checked to see that the gas is shut off. Smell first if there is any gas smell before lighting it. Failure to take this simple precaution has resulted in many singed heads and arms. 6. If you smell gas or are at all unsure of what to do, ask your supervisor to request assistance from maintenance. Job Responsibility of Kitchen Staffs Today, we will learn Job Responsibilities of Kitchen Staffs. We all know kitchen is a very important place for any hospitality business and working there is a challenge and a great honor as well. From this tutorial you may not get good conception about each of the job positions but at least this will help you to know about different ranking in kitchen department. Hope you will find this useful. 1. Executive Chef: Leader of the kitchen, purchasing, menu planning, guest contact, food cost, roster, 2. Executive Sous Chef: Replace the Chef on leave and assists in scheduling, execution, training, scheduling 3. Sous Chef: Responsible for one restaurant
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 136 4. Saucier: Prepares meat dishes and sauces, poultry game, seafood, hot appetizers 5. Fish Cook ( Poissonnier): Prepares fish & seafood dishes 6. Entremetier: Prepares soups, vegetables, potatoes, vegetarian, egg & cheese dishes 7. Garde-manger: Production of all cold dishes, as salads, appetizers, terrines, cold buffets, show pieces 8. Butcher: Production and storage of all meat and seafood products, portioning of food items 9. Pastry Cook ( Patissier ): Preparation of all desserts, cakes, pastries chocolates, ice creams, show pieces, bread 10. Night Chef: Prepares dishes for night menu, Prepares mice en place for breakfast 11. Diet Chef: Production of diet and healthy foods 12. Staff Chef: Prepares daily menu for staff cafeteria 13. Artist: Prepares decoration, sculptures, ice carving, etc. Food Storage Tips for Chefs Storing food is an important issue for any food worker. Generally different food items purchasing has been done for at least more than 1 or 2 days and for that reason a chef or cook has to store lots of foods. Here are some must follow tips for storing foods. General Tips: 1. Foods should be stored at least six inches above the floor, unless they are on movable dollies, racks, or pallets. 2. All storage areas should be arranged neatly to allow for easy access and quick identification of products. 3. All shelves should be labeled so that products are consistently stored in the same location. 4. All storage areas should be kept clean. Spills or dropped food should be wiped up immediately. 5. Refrigerators and freezers should be in good mechanical condition. Preventive maintenance such as cleaning the coils, lubricating hinges, cleaning rubber door seals, not slamming doors, and not keeping doors open too long extends the life of the equipment and reduces repair costs. 6. Whenever possible, all produces delivered should be dated with a black magic marker or a grease pencil. 7. All products should be used on a first-in, first-out basis. This is called rotation the oldest products should be used first. New products should be placed behind or below older products. 8. Store all chemical such as pesticides, detergents, and window cleaner in a room separate from food storage rooms.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 137 Dry Goods 1. The ideal temperature for dry goods storage is between 50ºF to 70ºF. When this is not possible, there should be adequate ventilation. 2. If a package has been partially used, the remaining product must be placed in a sanitized container, labeled, and sealed. 3. Try to use all dry goods products within three months. Most foods last longer than three months, but the quality may deteriorate after this time. Refrigerated Storage 1. The refrigerator must be cold enough to keep all product at 45ºF or below. 2. Store all potentially hazardous foods meats, poultry, seafood, dairy products, and prepared foods containing any of these foods close to the fan so they can be kept as cold as possible, without freezing. The best temperature for these products is between 32ºF to 35ºF. 3. Store fresh fish in perforated hotel pans, normally 2½ to 4 inches deep, and set in a 6 inch deep hotel pan as a drain pan. Cover the fish with plastic wrap, then loosely cover it with flaked ice. Solid ice works, but flaked ice causes less damages to the fish. Drain and rinse the drain pan and re-ice the fish daily. 4. Never store prepare products below raw, potentially hazardous products. Crosscontamination can occur if any of the raw product falls or drips into the prepared products. 5. Label all prepared products with the date prepared, the name of the product, and the name of the employee who prepared it. 6. Always check the date on daily products to assure freshness and proper rotation. 7. Most produce can be stored in the warmest part of the refrigerator, generally near the door or furthest from the fan. Keep produce between 38ºF to 45ºF. tomatoes keep best between 50ºF to 70ºF whole, raw onions and potatoes can be stored at room temperature. Freezer Storage 1. The freezer should be kept at 0ºF or below. 2. Wrap all foods tightly to prevent freezer burn. 3. Do not refreeze potentially hazardous foods or foods containing them. 4. If the freeze is defrosted, place its contents in a refrigerator. Defrost and return foods as quickly as possible. 5. Try not to keep frozen meats, poultry, or seafood for more than four months.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 138 Safety & Security Basic First Aid Procedure in Hotel (Exclusive)
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 139 Hotel is a 24 hour running business. From a new born baby to a very old one, anybody can be your guest. During their stay any of the guests may need first aid for having serious illness or accident. Even in some serious cases if the hotel authority cannot take immediate steps then the guest may be died. So, all the time management should have proper first aid facilities as well as some trained staffs to handle the situation. Today I am going to share another Exclusive FREE Hotel Management Training SOP on the first aid procedures. At any accident or sudden injury situation you must be aware of four key steps to follow: 1 Assessing the situation: Appear calm in front of colleagues or guests Take charge – do not panic Ensure safety Get help immediately 2 Diagnose the situation: Listen to the others to find out what happened Smell- can you detect burning; gas ; or alcohol 3 Treat the situation (if possible) while awaiting qualified specialist assistance 4 Medical situations: As early possible after the accident / injury arrangements must be made to move the casualty to a doctor, any important facts or details about the casualty or circumstances of the accident must be given to the ambulance person, doctor urgent treatment (i.e.) easing problems of breathing, heart or severe bleeding difficulties, and important treatments of dressing wounds and supporting injured bones may be attempted ONLY by qualified first aiders Mouth to mouth Clear anything from the mouth i.e. dentures Incline head back Pinch nose closed Open mouth Seal his mouth with yours and blow Look along chest to see if chest rises fully Move your mouth away When your chest falls, take in fresh air and repeat Once started you must continue until causality breathes on own or ambulance / doctor arrives Wounds Pressing directly on a wound flattens the blood vessels and stems the flow of blood Pressure needs to applied for 5- 15 minutes to allow blood to clot Ensure no foreign bodies are present ie bone glass, dirt, etc , before pressing
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 140 Press on the wound with a clean dressing ie towel (not cotton wool) Raise and support the injured limp After 5/ 10 minutes ,apply a bandage or plaster depending upon size of wound Arrange for medical attention as soon as possible , if necessary MINOR BURNS AND SCALDS: Dos – reassure the casualty: Immerse area of burn in clean cold running water for at least 10 minutes Remove any rings, clothing (unless stuck) before area swells. Cover burn with a clean dressing or Clingfilm/clean plastic bag. If in doubt seek medical assistance. Don’t – use creams, fat or lotion. Use adhesive dressing or plasters Burst blisters or remove loose skin. ELECTRICAL INJURY: Casualty may not be breathing, and heart may have stopped Possible burns and shock Never touch the casualty with bare hands Switch off the power at mains if possible. Treatment (Only by qualified first aider): Commence mouth to mouth and/or chest compression. Arrange for removal to hospital. Treat any burns. Choking: Act quickly –speed is essential (if casualty can speak ,cough or breathe they are not choking.) If NOT: Give four quick blows with the heel of your hand. Deliver these sharp blows rapidly and forcefully between the shoulder blades, while supporting the chest of casualty with other hand on the Breastbone. Press fist into abdomen with four quick upward and inward thrust.(Don‟t use this procedure for
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 141 Pregnant women or overweight casualty.).If necessary repeat sequence. Send for medical help if required. Fainting: If casualty feels faint help them to lean forward with head between the knees, taking deep breaths Don‟t give casualty anything by mouth until fully conscious ,and then only sips of water . Stings & Bites: STINGS : Keep the casualty calm. If the sting is still in the skin, remove it with a pair of tweezers. Avoid squeezing the sac at the top of the sting as this will force more poison into the casualty. If they develop an allergic reaction seek medical help. Snake Bites: Reassure the casualty. Clean the area around the puncture. Place a sterile dressing around and the puncture marks. If on hand or upper limb, immobilize the limb with a sling. If on over limb, tie both legs together. Scorpion Bites: Treat as snake bite. Immobilize the affected limb. Guideline for Servers for Safe Food handling Whether you are a server or waiter or a cook or anyone in the hotel, while you are handling food, these key points should be kept in mind: Wash your hand frequently, especially after touching your hair or skin, handshake with others, sneezing, coughing, visiting the wash room, handling raw food items, using soiled tableware etc. Never smoke while working. Never serve such food which fallen in the floor or you assume to be un-hygienic. As much as possible, avoid touching dishes, cups, glassware, flatware and other items should be handled with precaution. If possible, use gloves. Keep the service plate clean Don't wear jewelry
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 142 Always cut your nails Maintain a decent hair style, etc.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 143 Hygiene & Sanitation
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 144 Personal Grooming Tips for Hoteliers It is essential that all hoteliers follow the standards for grooming and appearance of their hotel in order to maintain a professional looking and presentable appearance in front of the guests. Here are some must follow tips to ensure personal grooming. Personal Grooming Tips 1. Check your uniform each day to see if it is damaged, crashed or stained. 2. Keep shoes polish and in good shape. There should not be any hole or runs in socks. 3. Fingernails must be filed short. No bitten and spotlessly clean at all times. Lady hoteliers may wear clean or pearl nail polish with no chips. 4. Female hoteliers should wear basic cosmetics in front of the house areas including lipstick and eyeliner. 5. Hair must be clean and neat at all times. Female associates with hair longer than collar length must tie up in a bun safely secured. Male hoteliers must keep their hair above collar length at all times. 6. Shave daily. This is compulsory. No excuse will be accepted. 7. All hoteliers may wear a watch and a wedding ring only. Ladies may also wear a small nose stud, simple stud earring. 8. Try to maintain personal hygiene all the time. Breath & body odor must be kept fresh at all times. 9. Wear proper uniform and make sure it fits you. Bend your tie properly. 10.Don‟t uses jell deeply. Don‟t use it unless you need and if you use, then use slightly. Some more personal grooming tips for female servers: Never use heavy make-up. Use light make-up. No exclusive or eye appealing jewelry is allowed. Proper hair band should be used to cover head. Don‟t use high hill. This could be dangerous. Use flat shoes. Restaurant Health Management Restaurants the main objective of Health Management offers wholesome, safe to human meals. Such as negligence and health management, the impact may spread to many people, their severity cannot be ignored. So health is to ensure that catering meals to the primary health conditions are also important factors affecting food. Food service staff should learn and abide by the promulgation of the Food Sanitation Law, and strict attention to food, personal, utensils, and environmental health.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 145 A: Food and Health Management: 1. Food should be thoroughly cleaned; conditioning, storage areas and containers should be kept clean utensils. 2. Good food should be consumed as soon as possible. Should pay attention to heating and refrigeration, bacteria in more than 60 ℃ or above in order to be kill, 10 ℃ the following bacterial growth can slow down, -18 ℃ Following the bacteria can not breed. 3. Selection of fresh material as possible, because the bacteria do not contain more fresh ingredients, conditioning the future there may be residual bacteria, and very easy to breed bacteria. Fish menu, refined products, fried egg salad, sausages easily become the cause of poisoning food, so do not have the best summer. 4. If the non-use cannot, we should pay special attention to selecting and cold storage and conditioning. 5. Salt, sugar, vinegar, hinder the role of bacteria, may wish to use more. Conditioning should pay attention to heat thoroughly to kill harmful bacteria. 6. Food should be cooled to room temperature or lower temperature, then put in boxes and then place in hot food, it will speed up the bacteria. 7. We should pay attention to preservation and reproduction of bacterial contamination, and stored at 10 ℃ under cold storage. If the ventilation is good, it can prevent bacterial growth and corruption; therefore not too early into lunch. Hot lunches stacked, or direct sunlight, or placed in warm place, will have adverse effects, should be avoided. 8. By rat feces if food, flies, cockroaches and other pollution can also cause poisoning, so food should be stored in cupboards and covered containers to avoid contamination; packaging containers in storage are vulnerable to dust, insects, rodents and other contamination Therefore, attention must be preserved. Best when used with chlorine prior to 50ppm or more after the use of relatively safe water disinfection. In addition, the packaging not too thick, so that the heat caused by bad bacteria multiply. 9. Staff should be in good health, clean clothes, clean hair, fingers, and good hygiene practices. Are not to finger any time direct contact with food, and to clip, chopsticks ideal food to take place. 10.Lunch from production to supply, the shorter the better, lower the temperature the better, if possible, preferably after a thorough thermal eat, but also help prevent food poisoning. Hot summer days, it is best not to take lunch to go mountain climbing or hiking trips, because temperatures above 30 ℃, not for hours, it will produce enough to cause staphylococcal antitoxin poisoning. 11.Food preparation industry is a large number of dishes available to the consumer sectors, operating as the first priority should be to health, such as a slight mistake in the food unclean, do not meet health standards, it will detract from nutritional value, its impact not only be punished, even more serious is the loss of safe and reliable reputation. Therefore, the restaurant business should be the most important health conditions.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 146 B: All kinds of food hygiene requirements: 1. Fresh meat: Good meat should be shiny, red uniform, white fat, looks slightly dry or slightly moist, touch sticky, elastic, that pressure recovery immediately after the depression, no smell, cooking in the broth of transparency, to clarify, fat reunion in noodles, fragrant. 2. Visceral: Intestinal milky white, slightly soft, slightly tough, no pus points, bleeding, no smell. Stomach was white, mucous membrane integrity and firm, and no smell. Kidney was purple, glossy, flexible, no vesicles or deformity, smell normal. Heart light red, the Department of white fat, strong and flexible, no smell. Lungs pink, flexible, edge-free lung malayi, no smell. Liver was brown, smooth coated, flexible, firm texture. 3. Meat: Ham, bright color and dark red meat, fat and transparent white, flesh dried fruit, fragrant. Bacon red, fat, white color, flesh compact, no smell. Cooked sausage casing integrity, casing and tight over the meat filling, no mucus, red meat, fat and transparent jade, no foul taste and rancidity. Butter braised pork no smell, the pieces have been cooked center, look no foreign body contamination. Dried pork floss were golden or pale flocculent, loose fibers clean, no smell. 4. Fish: Surface shiny, with clean and transparent mucus, scales complete, easy to fall off, no smell, eyes bulging full, transparent cornea; gill color red no mucus; abdominal solid no flatulence, flexible, white anal hole depression; meat firm, has flexibility, blood does not. 5. Frozen fish: After thawing the fish hard texture, bright color, clean and pollution-free surface. Fresh meat section is not corrupt, and similar fish. 6. Crab: The agility and can crawl, cut open the discoloration after the bowels of the sticky smell. 7. Swimming Crab: Dorsal shell blue brown, clear and shiny texture, crab foot white walls, white or with gill micro-brown, rich roe and sperm freezing fixed, Buzu closely connected with the body, brought crab bodies, the Buzu no sagging phenomenon. 8. Birds: Health comb color red, straight, soft meat bearded, big round eyes of God, shut the mouth dry, crop odorless, water and product water, Liang Chi close to the chest wall, closely feathers shiny, clean hair around the anus clean, anal wet pink, breast fullness and flexible, robust and powerful legs, freedom of movement. After the mass slaughter of poultry meat with the other. Dead birds with green skin, dark red purple dead spots, fat, dark red, purple blood vessels in storage, poultry meat section is not dry, dull red color inelastic, a small amount of blood drip out. Before thawing frozen poultry, poultry and poultry mother milk yellow skin color, public and poultry, You Qin, lean poultry skin color reddish. After thawing section dry, reddish muscles. 9. Eggs: There are good fresh egg white frost, clean sound, X-ray transparent chamber is small, a little egg yolk shadow, no spots. Egg ice melting, the liquid yellow uniform, no odor and impurities. Salted exterior shell integrity, no visible mold, water rippling wave of mild influenza, according to a transparent light protein, Hongliang clear, yolk narrow, close to the shell, opened the thin transparent colorless protein, egg yolk concentrated red, cooked After the yolk has fat and a sandy feeling, a scent. Preserved egg outer package material integrity, not musty, no turbulence rocking sound, X-ray
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 147 showed a tortoiseshell color, freezing fixed, open, protein coagulation, be flexible. Profile in the yolk pale brown, yellow, central part slightly softer, not spicy aromatic flavor. Egg yellow powder was loose powder or easy to block, yellow uniform, no odor and impurities. Egg white film was the chip-shaped or clastic, pale yellow, no smell and impurities. 10. Food and beans: Food particle integrity, hard and tough, no moldy insects and debris, color white, the water content of 15% or less. Full grain legumes, no insects, hanging wire, and mildew. No beans ground rice and tofu plaster feet, fine texture, with a knife, the cut surface clean rings off the entire plate tofu, do not collapse after exposing cloth. Oil tofu soft, not wet heart, there are bright orange. Dried bean curd, hand arrangements will surface not hairy, no water, squeeze incision. Tofu can be opened broken clothes, shiny, soft and not become moldy. Vegetarian chicken cut light cracks, no taste non intact and heavy base. 11. Vegetables: No yellow leaves should be fresh, no wounds and rotten spots. 12. Fruit: Quality fruit skin color, bright, crisp and fresh in quality, there is the smell. Some fruit rot than fruit body l / 3 cannot eat l / 3 the following should be cleaned and disinfected, are cut, are dug, now on sale. Fruit, carrot, cucumber often eaten raw, washed with fresh water before consumption to remove parasite eggs and bacteria contamination and pesticide residue on the skin. Then soaked in water for 30 seconds, also using 5% lactic acid solution or other disinfectant after disinfection of raw. 13. Cakes: Pastry production process must meet food hygiene requirements, the storage time to prevent the pastry vermin, mildew, and fatty acids failure. Stored at should be clean, dry, ventilated, and have rodent control, fly-proof equipment. High-quality soft bread texture, leaving it evenly golden roof or dark yellow, not coke, not students, full shape, flexible, non-sticky chewing teeth when feeling. Biscuits with light, clear pattern, crunchy and crisp flavor. 14. Canned Food: Raw materials, production processes must comply with food hygiene requirements. High-quality canned smooth shell, no rust, no damage cracks and leakage of expansion, the full uniform solder joints. Vacuum tank must meet criteria, hit with metal rods lid light, crisp and solid sound. Opened the jar wall should not have corrosion, black or paint layer stripping. Be thoroughly fried food fried, crispy and no burning smell rancidity flavor, canned fruit, the flesh can not cook too familiar, block-shaped integrity, flesh not perfect, the color of natural, artificial coloring are not allowed. Transparent and clear broth, without impurities, usually 30% sugar, no smell. Canned fruit jam with the original color should be consistent, jam high viscosity, easy to pour out when dumping cans, standing without isolated juice, add tartaric acid or citric acid may be appropriate, no odor or flavor taste. Save the place can be ventilated, cool, dry, normal relative humidity should be 70% ~ 75%, the temperature below 20 ℃ to l ℃ ~ 4 ℃ for the best. Canned food shelf life is usually 2 years tin cans, glass and cans for 1 year. (15) Cold food: Cold food materials contain more sugar, eggs, milk and starch, for bacteria, such as production, sales links are occurring bacteria contamination have led people to intestinal infectious diseases. Beverage use of raw materials to produce fresh water should be good, flavor, color, should control the use of saccharin. Production site in full bloom containers, pipes should be thoroughly cleaned with steam or 0.1% to 0.2% liquid bleach disinfection, boil the
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 148 material to be rapidly cooled after. Packaging should be clean and non-toxic, wrapping paper should be used in food-grade paraffin wax. Cold products to be stored on the refrigerator or the refrigerator to prevent melting of pollution, to ensure the hygienic quality of cold food. Cold food cold products should have the color and taste, same smell, odor, and foreign body. Soft drinks should be clear and transparent, not cloudy or precipitate is not leak tight cap. 15. Alcohol: General health indicators for the pure white, transparent, wine, mellow taste, no strong irritation, no smell. Yellow rice wine, to clarify the non-hybrid loss, no sediment, with refreshing fragrance of the aroma, taste mellow and slightly sweet, not sour taste. Wine should be clear, and a natural color, red violet, or pale yellow, no precipitation, a grape aroma, a strong ester aroma, same smell, taste with fruit juice flavor, sour flavor when poor quality. Should be transparent and to clarify beer, no turbidity or sedimentation, golden color, floral wine with a normal, into the cup fine when dense white foam, to maintain a certain time does not disappear (small foam that bad fermentation and storage time is too long), taste crisp slightly bitter taste, no odor and sour coke. Liquor store at below 25 ℃, wine, fruit wine and wine to about 20 ℃, cooked beer 4 ℃ ~ 20 ℃, beer 0 ℃ ~ 10 ℃, the summer should pay attention to cooling. General wine storage period of 6 months, mature beer is 3 months, bottled draft beer 0 ℃ ~ 5 ℃ for 7 to 10 days, bottled beer for 5 days. But the closed bottle, mounted the altar wine, liquor, timeless, the longer, more concentrated flavor, the better the quality.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 149 Dialogue