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abcTrong trường hợp của BTEC FPT, cơ cấu khách hàng chủ yếu tập trung vào nhóm khách hàng hiện tại và khách hàng mục tiêu, với sự tập trung chính vào việc đăng ký và tham gia các khóa học, chăm sóc và cải thiện các chương trình giáo dục. Xây dựng quan hệ với khách hàng Dựa trên những cơ sở dữ liệu đã được thu thập và phân tích, BTEC FPT thực hiện hoạt động xây dựng quan hệ với khách hàng qua các giai đoạn: Giai đoạn 1, đây là giai đoạn bắt đầu tạo tương tác, quan hệ với khách hàng mới. Trước hết bộ phận tư vấn tiến hành liên lạc, gọi điện với các khách hàng mục tiêu, thực hiện theo sát kịch bản sale đã được xây dựng. Nhân viên tư vấn tiến hành tìm hiểu nhu cầu của khách hàng mục tiêu, bao gồm học sinh và phụ huynh, đồng thời tập trung vào việc lắng nghe, hiểu rõ nhu cầu cụ thể, giải đáp thắc mắc của họ. Điều này bao gồm việc xác định ngành nghề học tập mong muốn, mức học phí phù hợp, và các tiêu chuẩn đầu vào.
Introduction to Hospitality Introduction to Hospitality Manual on Module II Introduction to Hospitality (Fine-tuned version) Introduction to Hospitality Contributors Dr Benny Chan, Hong Kong Community College, The Hong Kong Polytechnic University; Mr Murray Mackenzie, School of Hotel & Tourism Management, The Hong Kong Polytechnic University and PSHE Section, Curriculum Development Institute Introduction to Hospitality Copyright © The Government of the Hong Kong Special Administrative Region All rights reserved The copyright of this manual belongs to the Government of the Hong Kong Special Administrative Region Commercial use is strictly prohibited Offenders will be liable to the legal responsibility Schools need not apply for permission to copy this manual in whole or in part for non-profit making educational or research purposes All other uses should gain prior permission in writing from the Government of the Hong Kong Special Administrative Region Requests should be directed to the: Education Bureau 13/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai, Hong Kong Introduction to Hospitality Acknowledgements We would like to express our gratitude to the following organizations for giving us the permission to reprint some of the pictures and /or providing us with information for completing the curriculum support package: The Association of National Tourist Office Representatives in Hong Kong, ANTOR (HK) Centre for Food Safety, Food and Environmental Hygiene Department FreeDigitalPhotos.net Introduction to Hospitality Introduction A set of curriculum support package of tourism and hospitality learning and teaching materials is being developed by the Personal, Social and Humanities Education Section of Curriculum Development Institute, Education Bureau for the implementation of the senior secondary Tourism and Hospitality Studies fine-tuned curriculum in schools The curriculum support package is comprised of five manuals, and they are developed to broaden students’ knowledge of the five different units of the Tourism and Hospitality Studies curriculum The content of this manual – Introduction to Hospitality, should enhance students’ understanding of the dynamic nature of the tourism and hospitality industry In addition, the manual includes activities to deepen students’ understanding and help them to apply theories and concepts Furthermore, students should be able to develop enquiry, problem-solving and decision-making skills through these activities All comments and suggestions related to this curriculum support package may be sent to: Chief Curriculum Development Officer (PSHE) Personal, Social and Humanities Education Curriculum Development Institute Education Bureau 13/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai Hong Kong June 2013 Introduction to Hospitality Table of Contents Chapter – Hospitality Industry p.10 1.1 Introduction to the Hospitality Industry p.11 1.1.1 The Nature of the Hospitality Industry p.11 1.1.2 Characteristics of the Hospitality Industry p.15 1.1.3 Relationship between the Hospitality Industry and Tourism 1.1.4 Career Prospect of the Hospitality Industry p.20 p.22 Chapter – Accommodation Sector p.29 2.1 p.30 Introduction to the Accommodation Sector 2.1.1 Classification of Accommodation Establishment p.30 2.1.2 Hotels and Their Classifications p.30 2.1.3 Types of Accommodation p.33 2.1.4 Common Types of Hotels in Hong Kong p.38 2.1.5 Special Hotels Worldwide p.40 2.1.6 Hotel Rating Systems p.45 2.1.7 The Accommodation Product p.55 2.1.8 Types of Hotel Guests p.71 2.1.9 Types of Guest Requests p.73 2.2 Introduction to the Hotel Operations p.75 2.2.1 Hotel Ownership p.75 2.2.2 Modes of Hotel Management p.76 2.2.3 Hotel Departments p.80 2.2.4 Rooms Division p.87 2.2.5 Front Office Department p.90 2.2.6 Housekeeping Department p.127 Chapter – Food and Beverage Sector p.157 3.1 p.158 Introduction to the Food and Beverage Sector 3.1.1 Food and Beverage Operations (Hotel) p.158 3.1.2 Classification of Food and Beverage Services p.187 3.2 Food and Beverage Service Principles p.209 3.2.1 Basic Knowledge of Menus p.209 3.2.2 Basic Knowledge of Food and Beverage Services p.239 3.2.3 Restaurant Design and Layout p.251 3.2.4 Kitchen Layout for Different Food and Beverage Services p.261 3.3 Food Safety and Personal Hygiene p.272 3.3.1 Types of Food Contamination p.272 3.3.2 Food Safety p.287 3.3.3 Safeness in Food Handling Process p.289 3.3.4 Personal Hygiene of Catering Practitioners p.312 8 Introduction to Hospitality 3.3.5 p.320 Fire Safety Reference p.324 Introduction to Hospitality Chapter – Hospitality Industry Outline of Content: 1.1.1 The Nature of the Hospitality 1.1.3 Industry 1.1.2 Characteristics of the Hospitality Hospitality Industry and Tourism 1.1.4 Career Prospect of the Hospitality Industry Industry - Product-service Mix - Positive Views - Two-way Communication - Negative Views - Relationship Building - Diversity in Culture - Labor Intensive Relationship between the 10 Introduction to Hospitality 3.3.4 Personal Hygiene of Catering Practitioners Human body is the source of many types of contamination and also a common medium of cross contamination Personal Hygiene affects food safety, as well as customers’ impressions of food premises Appearance z Hair should be kept short; z Nails should be kept short and unpolished; z No jewellery should be worn to avoid them from falling on the food and cause contamination; and z Heavy makeup and strong perfume or aftershave should be avoided Personal Habits In food preparation areas, one should avoid the following behaviours which may result in contamination of food: z Storing personal belongings, such as handbags, shoes and socks, umbrellas and dirty clothing, in any food preparation area; z Smoking cigarettes or tobacco; z Spitting; z Chewing, eating, sneezing or coughing over unprotected food or food contact surfaces; z Sitting, lying or standing on any surfaces of equipment touched by food; z Touching ready-to-eat food with bare hands or tasting food with fingers; and z Combing or touching hair or other parts of the body such as nose, eyes or ears Notes－ Staff engaged in food handling should not be assigned to 312 Introduction to Hospitality handle cash simultaneously When sneezing or coughing inside food preparation area is unavoidable, food handlers should turn away from food and cover their noses and mouths with tissue paper or handkerchieves Hands should then be thoroughly cleaned at once Health Conditions a) Personal Health z One with symptoms of acute intestinal infectious diseases like diarrhoea and vomiting or of sore throat should not handle food; z Report the illness or symptoms of the illness to the employer or supervisor, and seek medical treatment; z Should immediately be suspended from engaging in any work which may involve direct or indirect contact with food, including the contact with food utensils or equipment; and z Staff ordered by health officers to cease working or taking part in food business should have written clearance from health officers before returning to handle food b) Injuries z Open cuts or wounds on the exposed parts of the body should be completely protected by impermeable or waterproof gloves or adhesive plasters; z Bandages or plasters should preferably not be in flesh-colour, so that they can be easily detected on falling off ; z Bandages or plasters should be changed regularly; z In case of peeling, bleeding or purulent sores on exposed body parts which cannot be properly covered, one should be suspended from working until the wounds are healed; and z In case of bleeding or purulent sores in eyes, ears, mouth and gums, one should stop working 313 Introduction to Hospitality Health Management Health management should include the health checks for new recruits and health record for serving staff a) Health Checks for New Recruits Supervisor should review the applicants’ past health records, such as whether they have ever been patients of foodborne infectious diseases or are carriers of certain diseases and consider whether the applicants are suitable for handling food, in order to prevent transmission of harmful bacteria to food in the daily work Employers should require job applicants to fill out health questionnaires and health declaration forms If necessary, blood and stool samples for further test may be required upon applicants’ consent b) Health Surveillance for Serving Staff Serving practitioners who are suffering from diseases (including any of the following), especially those which are highly contagious and food poisoning related, should report their health conditions to their supervisors and stop handling food z Infectious hepatitis z Diarrhoea z Vomiting or Stomach upset z Fever or Flu z Throat inflammation z Skin rash or other skin injuries, such as boils or wounds z Ear, Eye and Nasal discharge 314 Introduction to Hospitality Supervisors should also prohibit staff who is suffering from intestinal infectious diseases from handling food until the staff is certified by doctors that he/she has fully recovered or the symptoms have stopped for 48 hours In addition, staff’s medical records should be kept properly for future reference when needed Basically, if health checks for new recruits have been arranged and staff’s medical records are kept, regular health checks may be arranged for the staff only when they are appropriate or when there are special needs Hand Hygiene To prevent bacteria from contaminating the food after the food handlers have touched the surrounding objects during their work, food handlers should wash hands in the following situations: z Before commencing work z Before handling food z After using the toilet z z After handling raw food z After coughing, sneezing, smoking, eating or blowing nose z After handling animals or waste z After touching ears, noses, hair, mouths or other parts of bodies z After engaging in any activities After handling soiled equipment or utensils that may contaminate hand (e.g handling money and carrying out cleaning duties.) 315 Introduction to Hospitality a) Hand Washing Procedures Hand washing should be frequent, thorough and performed in hand washing basins The following procedures should be adopted when washing hands: Wet the hands with running water, preferably warm water Apply liquid soap Rub hands for 20 seconds － wash all surfaces thoroughly, including forearms, wrists, palms, back of hands, fingers and under fingernails If necessary, use a clean and sanitary nail brush to clean under the nails b) Rinse hands thoroughly Dry hands with a clean paper towel , continuous cloth towel in dispenser or air dryer Turn off the tap with a paper towel How to Ensure the Staff Have Washed Their Hands? z Check the hygiene of their hands regularly or perform random check from time to time; z Install hand-washing facilities on the way to workplace to facilitate hand washing before entering and after leaving the workplace; and z Wash basins shall be kept clean, ensured of adequate water supply, preferably with hot water, and equipped with liquid soap and suitable hand drying facilities 316 Introduction to Hospitality Protective Overalls z Light-coloured, clean and appropriate; z Buttons should preferably be avoided on the clothing as they may come off and fall on the food; z Hair should be covered with a clean hat or hair net Long hair should be tied back as well; z Should wear disposable gloves when handling ready-to-eat food They should be discarded if damaged, soiled, or when interruptions occur in the operation z Wear mouth mask when handling food as far as possible They should be discarded when damaged, soiled, or after prolonged use; and z Wear closed-cap toes shoes 317 Introduction to Hospitality Key Points：Personal Hygiene and Personal Health with Catering Practitioners Personal Hygiene z Pathogens are commonly found on the skin and in the noses of healthy people Scratching the head and nose can result in bacteria being transferred by hands onto food, which may cause illnesses to customers Smoking in food rooms may cause food contamination by cigarette ends, ashes or hands z Prevention of foodborne illnesses should begin with good personal hygiene practices by food handlers in both personal cleanliness and habits to prevent contamination of food by pathogens Personal Health z Several types of communicable diseases can be transmitted by consumption of food Food handlers should eliminate the opportunity for pathogenic micro-organisms from being transferred to food and spread to consumers z Food handlers can carry communicable diseases, especially if they themselves have been infected Some food poisoning bacteria are commonly found on open wounds or cuts of their bodies Illnesses may be spread to consumers if food handlers suffering from illnesses or with open wounds are allowed to take part in food activities Table 3.18－Key Points－Personal Hygiene and Personal Health with Catering Practitioners Source: Source: Food Hygiene Code Retrieved from http://www.fehd.gov.hk/english/publications/code/code_all.pdf 318 Introduction to Hospitality ACTIVITY 3.48－Personal Hygiene of Catering Practitioners When washing hands, at least for how long should we rub our hands with liquid soap? A) seconds B) 10 seconds C) 15 seconds D) 20 seconds Which of the following behaviour of food handlers is not appropriate? A) Take off earrings before working B) Eat in the common room C) Go to work when having a cold D) Wash hands after touching money In which of the following situations should a food handler stop handling food and food utensils and equipment that are contacted by food? A) Coughing B) The wound on hand has been covered by a plaster and wearing waterproof gloves C) Stomach ache D) Stop handling food in all of the above situations 319 Introduction to Hospitality 3.3.5 Fire Safety The use of fire, electric stoves, fryers, etc in restaurants is fire-prone Insufficient and improper maintenance and cleaning work, and accumulation of grease, especially accumulation of grease in exhaust hood, increase the risk of fire greatly Fire Fighting Principles z Three elements are required for an object to burn, namely combustibles (fuel), oxygen (air) and heat (temperature); z Once any one of the three elements is removed, the fire can be put out successfully; and z The use of different fire extinguishers can remove one or more elements to extinguish fire Fire Fighting Facilities and Equipment As restaurants face higher fire hazard, they have more stringent requirements on fire fighting facilities and equipment The following are fire fighting facilities and equipment commonly found in restaurants z Fire extinguisher z Fire blanket z Sand bucket z Fire hose reel z Fire sprinkler system z Emergency lighting z Visual alarm system 320 Introduction to Hospitality Class of Fires Class A: Fires involving solid materials, usually of an organic nature in which combustion normally takes place with the formation of glowing embers Class B: Fires involving liquids or liquefiable solids Class C: Fires involving gases Class D: Fires involving metals Class E: Fires involving electrically energised equipment Identify the pictograms on fire extinguishers that represent their types Fire Extinguisher Portable fire extinguishers are to allow people to extinguish the fire under a safe condition and distance before the fire spreads and becomes uncontrollable so as to avoid more serious property and human life losses Therefore, the reliability of extinguishers in terms of the types of fire they are designed for, minimum effective discharge time and discharge bulk range, etc., is important a) Carbon Dioxide Gas Type Extinguisher It displaces oxygen to extinguish the fire Use: On electrical fires, flammable liquids, electronic equipment or documents Note: Carbon dioxide can lead to suffocation Withdraw to open air after use b) Water Type Extinguisher It cools the burning materials Use: On fires involving wood, plastic, textiles or paper Never: On electrical fires, or fires involving flammable liquids or metals 321 Introduction to Hospitality c) Dry Powder Type Extinguisher It utilizes chemicals to absorb heat or prevent heat from transferring from the fuel surface to the air Use: On most fires, including flammable liquids or electrical fires Notes: Discharged dry powder may reduce visibility and cause disorientation, and is corrosive to metals d) Clean Agent Fire Extinguisher Residue-free, e.g no residual chlorofluorocarbons (CFCs) Use: On electrical fires, flammable liquids, electronic equipment or documents Notes: Withdraw to open air after use e) Foam Type Extinguisher The foam can float on top of the burning liquid, isolating the fuel surface from the air Use: On fires involving flammable liquids Never: On electrical fires Fire Blanket Use: On fires involving flammable liquids, such as small fires in the kitchen or laboratory Sand Bucket Use: On small fires or fires involving metals Note: It can also be used for cleaning flammable liquids spilt on the ground 322 Introduction to Hospitality ACTIVITY 3.49－Fire Safety Which of the following is not a required element for combustion? A) Oxygen B) Fuel C) Fire D) High temperature/energy How does the water type fire extinguisher work? A) It washes away the fuel B) It cuts off the contact between the fuel and oxygen C) It cools the object D) It extinguishes fire by chemical reactions How does the carbon dioxide gas type extinguisher work? A) It washes away the fuel B) It cuts off the contact between the fuel and oxygen C) It cools the object D) It extinguishes fire by chemical reactions Which of the following fires is/are unsuitable to be put out by water type extinguisher? A) Burning liquids B) Burning electrical equipment C) Burning metals D) All of the above Which extinguisher(s) can put off fire involving electrical equipment? A) Foam type extinguisher B) Dry powder type extinguisher C) Water type extinguisher D) All of the above 323 Introduction to Hospitality References Angelo, R M & Vladimir, A N (2001) Hospitality today: an introduction, 4th ed Lansing, Michigan: Education Institute of the American Hotel & Motel Lodging Association Baker, S & Bradley, P (1990) Front Office Operations Hong Kong: The Hong Kong Polytechnic Baker, S., Huyton, J & Pradley, P (2000) Principles of hotel front office operations, 2nd ed New York, US: Continuum Berberoğlu, H., Candido, J & Marrack, M (1999) Designing Restaurants and Hotels Toronto, Ont : Food and Beverage Consultants Brown, G & Hepner, K (2009) The Waiter’s Handbook, 4th ed Frenchs Forest, N.S.W : Pearson Education Australia Chon, K & Sparrowe, R T (2000) Welcome to Hospitality…an Introduction United States: Thomson Learning Dahmer, S J & Kahl, K W (2009) Restaurant Service Basics Hoboken, N.J : John Wiley & Sons Foskett, D., Ceseriani, V., & Kinton, R (2004) The Theory of Catering (10th ed.) London: Hodder & Stoughton Katz., Jeff.B (1997) Restaurant Planning, Design, and Construction: A survival manual for owners, operators, and developer United States: John Wiley & Sons, Inc Kazarian, E (1989) Foodservice facilities planning (3rd ed.) United States: John Wiley & Sons, Inc 324 Introduction to Hospitality Kivela, J (1994) Menu Planning for the Hospitality Industry Melbourne: Hospitality Press Pty Ltd Kotschevar, L H., & Tanke, M L (1996) Managing Bar and Beverage Operations Michigan: Educational Institute of the American Hotel & Lodging Association Lillicrap, D., & Cousins, J (2006) Food and beverage service (7th ed.) London: Hodder Marchiony, A (2004) Food-Safe Kitchens New Jersey: Pearson Education Ltd McSwane, D., Rue, N R., & Linton, R (2003) Food Safety and Sanitation New Jersey: Prentice Hall Ninemeier, J D., & Hayes, D K (2006) Restaurant Operations Management Principles and Practice New Jersey: Pearson Education Inc Pegler, Martin (1997) Theme Restaurant Design – Entertainment and Fun in Dining New York: Reporting Corporation Schneider, M., Tucker, G & Scoviak, M (1999) The professional housekeeper New York, US: John Wiley & Sons Walker, J R., & Lundberg, Donald E (2005) The restaurant: from concept to operation New Jersey: John Wiley & Sons, Inc Walker, J R (2006) Introduction to Hospitality United States: Prentice Hall Walker, J R (2010) Introduction to Hospitality, 3rd ed Upper Saddle River, NJ: Pearson Prentice-Hall Vallen, G K & Vallen, J J (2000) Check-In Check-Out United States: Prentice Hall Vallen, G K., & Vallen, J J (2005) Check-in, check-out: managing hotel operations, 7th ed Upper Saddle River, NJ: Pearson Education 325 Introduction to Hospitality 326