Group 5 Macro Perspective of Tourism: An Information Guide

A N I N F O R M AT I O N G U I D E
Group 5
Macro Perspective of Tourism
THE ROOMS DIVISION: OVERVIEW
1. The Front Desk Management
Discussion points 1.1 The Guest Cycle

1.2 Front Office Personnel Behavior and Skills
1.3 The Front Office Procedures
THE FOOD AND BEVERAGE OPERATIONS

Key topics covered in
this presentation
1. The F and B Department and It's Functions
2. Restaurants and Room Service and Bar Management

THE FRONT DESK MANAGEMENT
• Front desk managers

supervise the day-to-day
operations of front desks
and reception areas for
business primarily in the
hospitality industry.
© 2023 Betterteam Pty Ltd

Why is front desk management
important?
• Managing budgets, records, and

contracts.
• Supervising staff and all front desk
activities including bookings,
appointments, phone calls, and emails.
• Ensuring that the front desk and
reception area is kept clean and
organized.
Ciara Shiene Caritero
Guest Cycle
Guest Cycle
What is Cycle?
Cycle - a series of events that are regularly
repeated in the same order
.
Guest Cycle helps to understand the overall
workflow in a hotel
Pre- Arrival
- all those of activities which are
done before the arrival of the
guest on actual check in
Handling queries and information
Reservation
Pre Registration Activities

(assigning room,welcome letter )
Arrival
-when the guest arrives and
check in the hotel
For example:
A guest booked a room for 2
days from 26 of September to
28 .
Occupancy
- during the stay
QUERIES
COMPLAINTS
REQUESTS
Departure
-guest vacates the room and
departs your hotel
- it includes to visit the reception

to check out, the billing accuracy
and the personal approach of the
hotel member to ensure the guest
needs are addressed before
leaving
FRONT OFFICE
PERSONNEL
Behavior & Skills
Behaviors
• Make eye contact What characteristic or behavior of a front office staff is
needed to engage with guests and have meaningful
• Do concentrate only on the conversations?
customer in front you
EMPATHETIC AND CARING
• Control body language
• Keep a positive attitude
Skills
6 Essential front desk officer skills you need
• Strong technical receptionist skills.

• Ability to work independently.
• A brilliant communicator.
• Exceptional time management.
• A genius organiser.
• Dependability.
Rodrigo C. Cabarrubias Jr.
THE FRONT OFFICE

PROCEDURES
1 CUSTOMER GREETING AND RECEPTION
FRONT OFFICE 2 APPOINTMENT SCHEDULING
PROCEDURES 3 REGISTRATION AND CHECK IN
4 VERIFICATION AND DOCUMENTATION
5 PAYMENT PROCESSING
6 INFORMATION AND INQUIRY HANDLING
FRONT OFFICE 7 APPOINTMENT REMINDERS
PROCEDURES 8 MANAGING WAITING AREAS
9 SECURITY AND ACCESS CONTROL
10 COMMUNICATION HANDLING
11 COMPLAINT RESOLUTION
FRONT OFFICE 12 APPOINTMENT COMFIRMATION AND

FOLLOW-UP
PROCEDURES 13 DATA ENTRY AND RECORD KEEPING
14 TRAINING AND DEVELOPMENT
15 CLOSING PROCEDURES
THE FOOD AND Beverage
Operations
THE FOOD AND
BEVERAGE
DEPARTMENT
AND ITS
FUNCTIONS:
The Food and Beverage Department is an integral
part of the hospitality industry, responsible for
managing all aspects related to food and beverage
service. Its primary functions encompass planning,
procurement, preparation, service, and quality
control of food and beverages.
FUNCTIONS OF THE FOOD AND BEVERAGE
DEPARTMENT:
1. MENU PLANNING AND DEVELOPMENT:
This involves creating diverse and appealing menus that cater to different tastes and
dietary preferences. For instance, designing seasonal menus with fresh ingredients and
innovative dishes.
2. PROCUREMENT AND INVENTORY

Ensuring the sourcing of high-quality ingredients and beverages while efficiently
managing inventory to minimize waste and control costs. This could include negotiating
with suppliers and monitoring stock levels.
3. CULINARY PREPARATION:
Overseeing kitchen operations, including food preparation, cooking, and presentation.
This function ensures that dishes are prepared to the highest standards and comply with
safety and hygiene regulations.
4. BEVERAGE SERVICE:
Crafting and serving a wide range of beverages, both alcoholic and non-alcoholic. This
might involve creating signature cocktails, maintaining a diverse wine list, or offering
specialty coffee drinks.
5. GUEST SERVICE:
Providing exceptional service through well-trained staff. This includes greeting guests,
taking orders, delivering food and beverages promptly, and addressing any special
requests or dietary restrictions.
6. QUALITY CONTROL:
Implementing quality assurance procedures to maintain food and beverage standards

consistently. This involves regular inspections, taste testing, and ensuring that all dishes
and drinks meet the establishment's quality criteria.
7. COST CONTROL:
Monitoring and controlling operational costs to maximize profitability. This could
include tracking expenses like food wastage, labor costs, and overheads, as well as
implementing pricing strategies to optimize revenue.
8. SPECIAL EVENTS AND CATERING:
Organizing and catering for special events, conferences, and banquets. This function
may involve customizing menus to suit specific event themes or dietary requirements.
RESTAURANT, ROOM SERVICE,
AND BAR MANAGEMENT
RESTAURANT MANAGEMENT:
1. CUSTOMER EXPERIENCE:
• Ambiance, service quality, and menu variety significantly impact the dining experience.
• Implementing a reservation system and efficient table turnover can enhance customer
satisfaction
2. STAFFING:
• Hiring skilled chefs, waitstaff, and host/hostesses is essential.
• Training programs to ensure consistent service quality.
3. MENU OFFERINGS:
• Regular menu updates to cater to diverse tastes.
• Specials, dietary options, and allergen information to accommodate all guests.
4. REVENUE GENERATION:
• Pricing strategies based on market analysis and cost control.
• Promotions, loyalty programs, and upselling techniques.
ROOM SERVICE MANAGEMENT:
1. MENU SELECTION AND DIVERSITY
• Offering a diverse menu that caters to various dietary preferences and restrictions.
• Regularly updating the menu to keep it fresh and appealing.
2. ORDER ACCURACY AND TIMELINESS:
• Ensuring orders are accurate and delivered promptly.
• Implementing an efficient order-tracking system.
3. STAFF TRAINING AND CUSTOMER
SERVICE:
• Properly training room service staff in etiquette and service standards.
• Emphasizing politeness, professionalism, and attentiveness.
4. TECHNOLOGY INTEGRATION:
• Utilizing technology for online ordering and payment.
• Integrating room service with the hotel's property management system for
streamlined operations.
BAR MANAGEMENT:
1. BEVERAGE SELECTION AND QUALITY:
• Offering a wide selection of high-quality beverages, including alcoholic and non-
alcoholic options.
• Regularly inspecting and maintaining bar equipment.
2. MIXOLOGY AND BARTENDER SKILLS:
• Employing skilled bartenders who can create unique and appealing cocktails.
• Encouraging creativity in drink recipes.
3. RESPONSIBLE ALCOHOL SERVICE:
• Training bar staff in responsible alcohol service to prevent overconsumption.
• Complying with local alcohol regulations and age restrictions.
4. ATMOSPHERE AND AMBIANCE:
• Creating a welcoming and comfortable bar atmosphere.
• Incorporating music, lighting, and décor to enhance the guest experience.
THANK YOU!

Group 5 Macro Perspective of Tourism: An Information Guide

Uploaded by

Copyright:

Available Formats

Group 5 Macro Perspective of Tourism: An Information Guide

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Group 5 Macro Perspective of Tourism: An Information Guide

Uploaded by

Copyright:

Available Formats

A N I N F O R M AT I O N G U I D E

1. The Front Desk Management

Discussion points 1.1 The Guest Cycle

1.3 The Front Office Procedures

THE FOOD AND BEVERAGE OPERATIONS

2. Restaurants and Room Service and Bar Management

• Front desk managers

© 2023 Betterteam Pty Ltd

• Managing budgets, records, and

Handling queries and information

Pre Registration Activities

- it includes to visit the reception

• Strong technical receptionist skills.

THE FRONT OFFICE

FRONT OFFICE 2 APPOINTMENT SCHEDULING

PROCEDURES 3 REGISTRATION AND CHECK IN

4 VERIFICATION AND DOCUMENTATION

FRONT OFFICE 7 APPOINTMENT REMINDERS

PROCEDURES 8 MANAGING WAITING AREAS

9 SECURITY AND ACCESS CONTROL

FRONT OFFICE 12 APPOINTMENT COMFIRMATION AND

14 TRAINING AND DEVELOPMENT

2. PROCUREMENT AND INVENTORY

Implementing quality assurance procedures to maintain food and beverage standards

8. SPECIAL EVENTS AND CATERING:

You might also like