Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 150 Dialogue: First Day in Restaurant Job Scene: Today is the first day for Robert (R). Frank (F) has been working in the restaurant for some years. This is very important conversation to learn real life restaurant working procedure. Dialogue: R: Hi. This is Robert. May i know your name please? F: I am Frank. But i guess i did not see any here before. R: Yes. Actually i have joined. Today is my first day here. F: Oh that is great. Welcome to our team. R: Thanks Frank. Actually i am very much nervious. F: It's OK. I guess you will learn quickly. Anyway, our customer will start coming soon. Have you set up your station yet? R: Yes. F: Do you have all necessary plates, cups, saucers and silverware? R: Yes, i have finished cover set up. Please check my tables. F: OK...Hmm everything seems OK. But why do you put napkins on the table? R: I have learned to do so. F: It's OK. Here in this restaurant we prefer to fold the napkin in wine glass. Now come closer. I will show you how we fold napkin. It's easy. Look... R: Thanks Frank. You are so much helpful. F: Thanks Robert. All the time you should remember we have to work here as a team. We have to respect each other and try to give our best. R: Thanks for your kind suggestion. I will try to follow your advice. F: Oh Robert. You make a mistake in this table. This salad fork should be placed on the left not in your right. R: Oh no. I am so sorry Frank.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 151 F: No problem. Nobody is perfect. It will take time to be perfect. At the beginning we all do mistakes. Just try to learn from your mistakes. But don't overlook mistakes whether it is very silly or big and whenever you don't understand anything. Just ask your senior colleague. Never feel shy. OK? R: Certainly. Thanks for all your kind suggestions. F: By the way, have you checked all salt, pepper and sugar shakers? Sometimes guest complaint for empty shakers. R: Yes, i checked all those. I will recheck now. F: OK. So, i guess you will enjoy working here. R: I feel lucky to get you in our team. Thanks Frank. F: Don't be so formal man! We are friends. But remember one thing. Here, all the time we follow a golden rule. That is "Guest is always right". So, talk to guest with ready smile and never argue with any guest even if you have no fault. Just be polite all the time. R: OK. I will try my level best. F: Great. So keep working. Guests are start coming R: Thanks. Dialogue: Guest Check Out Scene: Mr. Robert (R) comes to front desk for settling his account. He will check out now so he pays his bill. Front desk agent (F) finishes checking out procedure. Dialogue: F: Good morning, sir. Can i help you? R: Yes please. I would like to check out today. F: Ok sir. hmm..May i ask your name and room number, sir? R: I am Henry Robert and i am from room no 812. F: Wait a minute sir. Yes, Mr Robert. You are from room no 812 and you would like to check out today. Right? R: Yes F: Sir, have you used any of our service today?
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 152 R: No. Not at all. F: Hmmm.OK sir. Here is your bill now. For 5 nights you have been charged for 500 $ 100 $ for each night and other cost is for laundry and room service you made during this time. In total you bill is 612$. R:Let me check my bill please. F: Sure sir. No problem. Take your time. R: OK. I guess everything is OK. Now, i like to pay by credit card. Any problem? F: Not at all. May i have your card, please? R: Here it is. F: Please sign your name here, sir. R: OK. One more thing. I will leave the room now but one of my friends will come at 3 pm. Can i wait for him in your lobby? F: No problem at all sir. R: Thanks. F: You are welcome sir. Have a nice day. Dialogue: Couple Comes in Restaurant without Reservation Scene: A Young Couple (P) comes to a busy restaurant without reservation. The head waiter (W) greets the guests and request him to wait for some time and then takes order. W: Good evening, sir and madam. Welcome to our restaurant. How may i help you, sir? P: Good evening. Can you arrange a table for two right now? W: Sir, have you any reservation? P: Sorry we don't. We thought we will get free table but your restaurant is so busy now. W: It's Ok sir. But I am sorry to say that the restaurant is full now. (Looking at the restaurant)..Sir, look at that table. I guess it will be free soon. Would you please have a rest in our waiting room for about 10 minutes, sir? P: Hmm..Ok all right. W: Well, may I have your name, sir?
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 153 P: I am Cristopher Patriks. W: OK Mr. Patriks, come with me. This way, sir. This is the waiting room. Please sake a sit. Here is the tea for you. Please take your time. I'll call you as soon as the table is free. P: Thank you. W: You are welcome. (After 10 minutes) Sorry to have kept you waiting, Mr. Patriks. We have managed a table for you now. Come with me. This way, please. Here we are. Will this table be all right? P: OK. We'll take it. W: Sit down please, madam. P: Thank you. (Waiter pulls chair of the lady couple comes along with Mr. Patriks) W: What would you like to have before dinner, sir? P: What can you suggest? W: Would you like to have Martini or Whisky or any soft drinks? P: Two Martinis, please. W: Yes, Mr. Patriks. Two Martinis. One moment please. Here you are, and please enjoy it. Here's the menu, I'll return in a few minutes to take your order. (After Having Dinner) P: Here is your tips. W: Thank you very much sir. P: Your service is superb. We really love it. W: It's my pleasure sir. Please come again. Good night, sir. Good night, madam.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 154 Dialogue: Guest Becomes Angry for Extra Charge Scene: Mr. Smith (S) comes to front desk of the hotel and requesting for staying more but not willing to pay. Try to understand approach of the Front Desk Agent (F) to handle an angry guest. Dialogue: F: Good Morning Sir. May I help you? S: Actually i just got the news that my flight will arrive at 4.30 pm but it supposed to come at 10.00 Am. I am 60 years as you see, so it will be so difficult for me to wait in the airport for such a long time. I want to occupy your room till the afternoon. F: Sir, you are lucky as we don't have any booking of that room till afternoon. But sir as you know, 12.00 Pm is our last check out time and if you like to stay more then you have to pay for that. S: What (With a loud voice). What the hell are you talking. Why i have to pay. F: Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full day room rent. If you stay till afternoon then you will be charged only 50% of the room rent. S: Hey man. Don't you know i have settled my account already? F: Yes...sir. But.. S: What but? Listen...hey listen to me. I will not pay a single cent for 4 hours. Are you deaf. I will not pay anymore. Is it clear to you? F: Sir i really understand your problem. But i am afraid i have nothing to do. 12.00 pm is our last check out time and if you want to stay more you have to pay, that is the rule we have for all our guests. S: I have been staying in this hotel for 3 days. Your service is so poor. I will complaint against you. F: We are very sorry sir. OK... I can do one favor for you. S: What? F: Sir, after 12 you can leave your baggage to us and enjoy in our lobby. And you will not be charged anymore. S: damn it man! You people are mad. Listen to me clearly. I know how hard to earn money. I will not pay anymore for 3 to 4 hours.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 155 F: Sir you can really enjoy in our lobby for the rest of the time. S: No...never. I like to sleep in my room till 3 pm and i will never pay anymore. F: Then sir please be seated in our lobby please. I am calling our manager. He is the right person to solve your problem. Please be sited there. Our manager will come within 5 minutes. S: Ok i am waiting. Let him come and talk to me. F: Than you sir for your patience ! Lesson you learn from the Dialogue: As we see here Mr. Smith (S) makes totally an illogical request. But look at the approach of the front desk agent (F). Mr. smith personally attack him several times but all the time he remain calm and cool and moreover being a true professional. As the situation was out of his control he refer the problem to proper authority and tries to make the guest calm. This is the proper way to handle an Angry Guest. Dialogue: Room Registration Scene: Mr. Smith (S) comes to front desk of the hotel for registration. From the conversation between Mr. Smith and the Front Desk Agent or Receptionist (R) we will try to understand practically how registration is done. Dialogue: R: Good evening sir. How may I help you? S: Yah…Actually few days ago I booked a room with a twin bed and bath. I forgot the confirmation number you gave me over phone. I am Adam Smith. Can you please check the room? R: Just a moment, Mr. Smith. I am checking the arrival list…sorry for keeping you waiting…Yes, I get it. There is a room booked for Mr. Adam Smith on this date. S: Yes that is me. R: Ok. Sir, could I please see your passport please. (Now the receptionist can either see the passport and give back or take a photocopy of first 3 pages and give back). Thanks a lot sir. Would you be kind enough to fill the registration form please? S: Yes. Why not? (Filling the form). I guess I have finished. Is it all right? R: Yes (Checking the form). Thank you very much Mr. Smith. Sir, may I ask you, how do you love to pay?
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 156 S: I love to pay cash. Is it ok? R: That is so nice of you. Here is the key of room no 512. Please keep it up and the bellboy will proceed you up to the room. (handover the key). Have a really nice evening sir. I hope you will enjoy your stay here. S: Thank you.
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Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 158 Performance Appraisal in Hotel Industry According to wikipedia Performance Appraisal is "A performance appraisal, employee appraisal, performance review, or (career) development discussion is a method by which the job performance of an employee is evaluated (generally in terms of quality, quantity, cost, and time) typically by the corresponding manager or supervisor. A performance appraisal is a part of guiding and managing career development. It is the process of obtaining, analyzing, and recording information about the relative worth of an employee to the organization." The purpose of performance appraisal is to ascertain an individual‟s present and future value to the organization. His present value is assessed by his past performance while his future value is determined by his present potential. A good appraisal would bring to light these two aspects. The main fear in handling performance appraisal is the element of subjectivity. In order to avoid subjectivity, the best approach would be to appraise performance and not personality. This would mean setting objectives and targets mutually at the beginning of a performance period and assessing whether they have been achieved at the end of it. Setting standards of performance is also implicit in the system; otherwise quality of performance will be overlooked. If an appraise cannot achieve the stated objectives and targets, the appraisal system should encourage methods by which individual deficiencies can be met through training and development. Such a system is future-oriented and gives a correct picture as to what potential an individual shows in terms of performance. It also binds the superior and subordinate to act as a team to achieve targets. The actual appraisal becomes less difficult and as appraisal interview helps in bringing about a health exchange of ideas. Here are the things that a supervisor must start to do: 1. Set standards of performance. 2. Set objectives and targets in conjunction with subordinates. Objectives and targets should be realistic. 3. Review mid-way how a person is doing and tell him freely his shortcomings.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 159 4. Approach the system as one that helps in developing an individual and not destroying his personality. 5. Set an appraisal interview in a relaxed atmosphere and open to free exchange of views. 6. Strictly concentrate on the subordinate‟s performance and not his personality. 7. Give subordinates an opportunity to explain themselves. 8. Help the subordinate to identify his weaknesses and develop an action plan to overcome them. 9. Show the subordinate the path to future growth. Why Online Hospitality Management Degree is Important Getting a Degree in Online must be an lucrative offer for any professionals since they all remain busy with their professional work. For Hospitality Professionals, some institutions offer Online Hospitality Management Courses which can really help a hospitality professional to advance their career. An Online Hotel Management Degree will definitely help you to grab a managerial position in the industry. Due to some heavy demand from my viewers from today, I will start a new series called Online Hospitality Management Degree . This will be a series of reviews of different Online Hospitality or Hotel Management Degree from world's reputed Hospitality Schools or Universities. You will not need to waste your time to know which Online Hospitality Management Degree will be helpful for you. I will TRY to share every single details about each of the courses. So, dear friends, please comment here and let me know are you interested about the reviews from the Online Hospitality Management Degree series? Your positive response will help me to write on different Online Hospitality, Hotel, tourism and Restaurant Management degrees and courses. Why Online Hospitality Management Degree Is a Right Choice for You: Although Hospitality or Hotel Management is a Truly professional subject to study but because of the developed technological benefits now it is quite easy to get an online degree in hospitality management. If you want to see yourself as a top level hotelier in next few years then you will need some backup. Only years of experience cannot give you full support to advance your career. For that you will need a good managerial degree specially if it is on Hospitality Management. A nicely designed course will improve your personality and help to take decisions. On the other hand, being a professional you can't stop your career for earning degrees. So, I do believe Online Hospitality Management Degree is the perfect choice for every hotelier. Now let me share some top Advantages of Online Hospitality Management Degree: 1. For Online Hospitality Management Course you will not need to be present like traditional school or college. It doesn't matter where do you live. It may be from a South Asian Country or from Middle East or Europe. All you have to do is that just sit in front of a computer and listen or watch the lectures. Even in some online hospitality
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 160 courses you will not need to be present online according to a scheduled time. There will be some weekly lesson plan delivered to you and you will get the flexibility to learn those in your free time. So much flexible, isn't it? 2. As you know Online Hospitality Management Courses save your money and time. For a professional hotelier TIME IS MONEY. Because of the unique nature of the work, hoteliers hardly get any time for social meeting or even for their own family. Whereas getting a full time degree seems to be a daydream for most. As this is the reality, then only online hospitality courses can save you. It is highly flexible course and less expensive too. Even you will not have to buy high priced text books too. In the beginning of most of the Online Hospitality courses you will be delivered printed or digital course material. 3. Many of you may wonder how can you contact to the respective teacher? It is also very easy. When you will be enrolled to any course you will get detail information on how to consult with your teacher. There will be some free to call line or email address of teachers will be given to you. Also you can talk to them through Internet according to the schedule date. 4. If you are concerning about the value of the Online hospitality degrees then again you should feel happy to know that some of the world's most reputed hospitality institutions are providing online degrees on hospitality, hotel, restaurant or tourism management. Those degrees are highly valued by employers. 5. Last but not least, if you could successfully earn an online hospitality degree then definitely this will boost up your Career and really help you to get a managerial position then your colleagues. So, I believe there are lots of good reasons to think about an online hotel management course. This will be a golden investment for you which will turn to be a life saver. If you can support the course expense, have patience to be a manager, can give some time for study then don't waste your time. Just enroll in an online course and earn an Online Hospitality Management Degree. Culinary Arts Education in Connecticut Connecticut (CT) Culinary Arts Schools are world famous cooking schools. If you are living in USA or Wiling to go there then you can consider to have an culinary degree from any of the Connecticut Culinary School. Recently some of my readers from USA requested me to publish a post on different Connecticut Culinary Arts Schools so that they can apply any of those to have an wonderful career in culinary field. Here in this review I will write about some of the finest Connecticut Culinary Schools with little bit information on each. Hope this review on Connecticut Culinary Arts Schools will help you a lot. About Connecticut: Some of you may wonder what is Connecticut. Ok let me clear you first. It is one of the most populous states in United States with around 3.5 million residents, located in northwestern side of United States in the New England Region. Hartford is its capital. The state is famous
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 161 for some wonderful educational institutes, specially you may hear the name of "Yale University" which has been ranked as world's one of the best universities for so many years. There are lots of well-known and highly reputed culinary schools as well. Why Culinary Schools in CT are Great: Connecticut (CT), a gateway between New York and New England, provides great educational facilities to culinary students. There are some great restaurants and hotels where student can start their career. Depending on your skills and education you can be: A Hotel or Restaurant Chef Casino Chef Pastry Chef Executive Chef Sous Chef Chef de partie Corporate Chef Private Chef and many more Salary range is also very lucrative which depends on your skill and level of education. For example, a sous chef or executive chef who has years of experience with some levels of education may get 30000$ to 60000$. In fact, there is no limit. If you can prove yourself, if you have all necessary talent, skills and education then you can expect lot more then this range of remuneration. CT Culinary Associations: There are 2 culinary associations where you can become member and use some industrial resources. Those are: Connecticut Chef‟s Association Connecticut Restaurant Association Connecticut (CT) Culinary Schools: In the next writing there will be a review on different Connecticut (CT) Culinary Schools and Universities where you can enroll yourself to be a famous chef in the world and lead an wonderful career.
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Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 163 Cigarette Service & Presentation 1. When guest orders for a packet of cigarette, the server should repeat the order 2. Issue a captain's order / POS to cover the order 3. Get the cigarette and put it on a plate with a box of matches 4. Bring it to the guest and show it to him, at the same time ask whether he would like us to open the packet 5. Remove the seal, open one side of the foil paper on the top of the cigarette (do not tear off the foil paper) 6. Hold the packet with one hand and hit on the other hand's thumb or index finger gently to let the cigarettes come out of the packet by approx. 1.5 to 2 cm 7. Put the whole packet back on the plate and put it next to the guest 8. Let the guest to take the cigarette out from the packet (do not take out the cigarette for the guest) 9. Have the lighter or matches ready in hand, when the guest hold the cigarette in fingers, light the cigarette for the guest with the other hand to prevent the flame off Upselling in Restaurant A. Wines are expensive and thus, earn more revenue for the restaurant. Wine sales must be rushed to the maximum Suggest the appropriate wine with each dish. B. Propose the expensive food items on the menu first. This is done by making the proposition attractive. Here are some approaches. “I would recommend the Lobster Thermion today. The lobsters are freshly caught and are very succulent.” “Why don’t you try the Chefs special Stack au Poivre.” “Our restaurant is famous for its Chateaubriand for two”. C. Whenever explaining a dish (in the menu) conjures up a delightful picture to the guest, e.g. “Shrimp Cocktail is made of succulent shrimps on a bed of crisp lettuce and topped with tangy cocktail sauce”. “Chicken Stroganoff is strips of soft breast of chicken cooked in wine flavoured brown sauce, garnished with fresh cream and mushrooms and served with steaming Indian pillauf” D. Display of wines, cheese, hors d‟oeuvres in the restaurant, if attractively done, can motivate a guest to order them. E. Food prepared in the restaurant (gueridon) lends an aroma to the environment that stimulates appetites.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 164 F. Place tent cards or small display material on tables. The matter on these cards could either promote another outlet in the hotel or promote a speciality of the restaurant, “Have your after dinner liqueur at Maddok Bar on the first floor”. “Our Chefs Fish Portugaise is the talk of the town”. G. If flowers are easily available, present a rose to the lady guests in the group from the management. This little gesture will bring them back again. H. Try remembering the favourite dishes of regular guests, and if possible, of irregular guests also. A statement like: “The Chef has conveyed that he has kept aside for you a juicy portion of your porkchops today”. I. Try remembering names of guests. A guest feels special and may visit your restaurant just because he is know to the management and feels wanted. J. When a guest leaves the restaurant it is important to invite him to visit your establishment again. K. Above all, give clean and efficient service. A guest demands this if he is to come back again. Cost Saving Method in Restaurant Cost reduction is one way of increasing profitability. Here are some tips to ensure this: Stop wastage. Check upon the number of portions, size of portions and if found excess, return extra portion to the kitchen. Handle service equipment with care. Switch off equipment like hot case, chilling machine, table lamps, display cabinet lights, gas burners when the restaurant closes. Switch off gas burners of flambé trolley when not in use. Linen is expensive. Do not misuse them by using them as duster cloths. Always use waiters‟ dusters for cleaning purposes. Order pads should not be used for rough work. Carry food carefully. A spillage could spoil the carpet plus waste that portion of food. Never forget to make checks for whatever is served. Send back flowers to Housekeeping or store in a cool place so as to re-use them. Tea and coffee should be served according to portions. Send timely maintenance orders. Cancel food or beverage orders as soon as possible so as to avoid wastage (in case of cancellation or duplication). Try not to take orders wrong. Don‟t hesitate to clarify doubts.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 165 Left over butter and milk can be utilized in the kitchen again. Return the same to the kitchen. Be hawk-eyed for staff pilfering food. Crockery and cutlery is expensive. Do not mishandle them. - The End -