Table of Contents. 1 Structure and Tasks of the Enterprise. 2 Health and Safety at Work

Transcription

1 1 Structure and Tasks of the Enterprise 1.1 Structure and Tasks of the Enterprise Explained Importance of the Operating Organization 3 Structural Organization 3 Position Unit 4 Job Description and Position Planning 4 The Service Brigade 5 The Kitchen Staff 5 Organizational Forms and Organizational Chart 7 Informal Structure 10 Process Organization 12 Component Parts of the Workflow 12 The Tasks of the Workflow Organization Basic Functions of the Enterprise such as Purchasing, Manufacturing, Services, Sales and Administration Modes of Operation in the Catering Trade 17 Accommodation 17 System Catering 18 Basic Functions of a Catering Enterprise 19 Procurement 19 Production and Provision of Services 19 Accommodation 20 Planning of Needs and Production 21 Sales 21 Market Research 21 Product and Product Line Policy 21 Pricing and Policy Terms 22 Marketing Methods 22 Advertising, Sales Promotion and Public Relations 22 Administrative Work Use of Employees Tasks of Human Resources 25 Work and Performance 25 Work Requirements 26 Personnel Organization 26 Influences on Human Resources 26 The Employment Contract 27 Conclusion of Employment Agreements 27 Obligations under the Agreement 27 The Obligation to Work 27 The Obligation to Pay Compensation 28 The Obligation to be Loyal 30 Employee Welfare 30 Management Style 30 Workforce Planning 31 Data Bases 32 Auxiliary Aids 32 Types of Workforce Planning 32 Personnel Recruitment 33 Internal Personnel Recruitment 33 External Personnel Recruitment 34 Recruiting on the Internet 36 Selection Process 36 Employment Tests 37 The Work Sample 37 The Job Interview 38 Employment 39 Checklist for Employment 39 Introduction to Personnel 39 The Personnel File 39 Checklist for the Induction 40 The personnel Record Card 41 Personnel Statistics 41 Certificates 41 Working Time Arrangements 43 Establishment of a Service Plan 45 Holiday Entitlement and Holiday Planning 45 Absences 45 Goals and Occasions of the Assessment 47 Phases of the Personnel Assessment 47 Requirements for an Assessment System 47 Assessment Errors 48 2 Health and Safety at Work 2.1 Threats to Health and Safety at Work and Measures to avoid them Occupational Safety 3 Causes of Hazards 3 Technical Area 3 Organizational Area 3 Personal Area 4 Hazardous Substances 4 Flammable and Explosive Substances 4 Corrosive, Toxic and other Harmful Substances and Mixtures 5 Detergents 5 Refrigerants 5 Hydrocarbons 5 Aerosols 6 Ingestion and Contamination 6 Dangers of Electricity 6 Computer Workstations 7 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg 1

2 2.2 Professional-Related Occupational Safety and Accident Prevention Regulations Occupational Safety and Accident Prevention 9 Examples of Typical Workplace Accidents and Situations 9 Accident Prevention 10 Labelling of Hazardous Materials 12 General Rules of Conduct for Dealing with Hazardous Substances 13 Electrical Equipment 14 Characteristics of Electrical Equipment 14 Safety Rules for the Handling of Electrical Equipment 15 Marks of Conformity 15 Safety Signs 15 Prohibition Signs 16 Warning Signs 17 Mandatory Signs 18 Rescue Signs 18 Fire Safety Signs 18 ABC of Accident Prevention Behaviour in Case of Accidents and First Measures First Aid in Case of Accidents 25 Behaviour on Finding an Injured Person 25 Contents of an Emergency Call 25 Emergency Measures in Case of Consciousness Problems 25 Respiratory Disorders 25 Circulatory Disturbances 26 Bleeding 26 Recognize Shock 26 Recognize Bone Fractures, Joint Injuries 26 Burns 27 Poisoning 27 Gas Poisoning 27 Acid Burns 27 Excessive Heat and Sun 27 Hypothermia 28 Accidents Caused by Electric Current Fire Prevention, Behaviour in the Case of Fires and Fire Fighting Measures Fire Protection 31 Fire Prevention 31 Use of Fire Extinguishers 34 Fire Protection Checklist 35 Instructions for Dealing with Hazardous Situations 36 Fire Regulations 37 Notes for Hotel Guests in the Event of a Fire 38 3 Environmental Protection 3.1 Possible Environmental Impacts of the Enterprise and its Contribution to Environmental Protection Causes and Effects of Environmental Pollution 3 Environmental Pollution and Environmental Protection 6 Environmental Behaviour Checklist 6 Environmental Protection in Practice Opportunities for Economic and Environmentally Friendly Energy and Material Use Energy Savings 9 Heat Recovery 9 Save Electricity 9 Energy Saving Tips 9 Conserving Water 10 Use of Environmentally Friendly-Products Waste Avoidance and Environmentally-Friendly Disposal In-House Waste Concept 11 Waste Prevention 11 Waste Sorting 11 Collection of Recyclable Waste 11 Organization of the Waste Area 11 Cost Analysis 11 Determination of Costs 12 Employee Motivation 12 Environmental Balance Sheet and Environmental Audit 12 4 Dealing with Customers, Advice and Sales 4.1 Effects of Personal Appearance and Behaviour on Guests Personal Appearance 3 Body Care 3 Clothing 3 Health 4 Behaviour towards Guests 4 Key Qualifications 5 Areas of Expertise 5 2 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg

3 4.2 The Hospitality Function The History of Hospitality 7 The Development of the Hospitality Industry 7 Origin of Terms Food, Restaurant and Hotel 8 Guest and Host 8 The Personal Behaviour of Hosts 8 Personal Manners 9 Behaviour on the Telephone 9 Invite with Style 10 Seating Plan 11 Professional Motivation 11 Time Management 12 Stress Management Guest Expectations with Respect to Advice, Care and Service The Scope of Services of a Gastronomic Enterprise 15 The Expectations of the Guests 15 Service 15 Advice and Support 15 Tools that can be used when Advising 16 Guest Surveys 16 Information Sources and Educational Opportunities Guest Reception and Support Reception of Guests 21 Care of Guests 21 The Care of Special Guests 22 Special Incidents Foreign-Language Specialist Terms Gastronomical Dictionary (English, French and German) Service and Product Offerings Information as a Sales Aid 49 Food and Drink Menus Message and Request Processing Request Processing 53 Message Processing Guest and Enterprise-Oriented Conversation Communication 55 Typical Dialogue from Real Life 55 Misunderstandings and the Causes 55 Guest and Enterprise-Oriented Conversations 56 Examples of Conversation Management 58 Rules of Communication in the Enterprise 62 Communication Costs 64 Forms of Communication 64 Conversation Management 65 Special Types of Conversation 66 Approaches and Forms of Business Communication 67 Active Cooperation 68 Communication Culture 68 Working Climate and Motivation 69 Special Tasks 70 Formation of Project Groups 70 Scheduling 70 Tools for Scheduling 71 Priority Rules Use Verbal and Non-Verbal Expression Options Speaking and Formulation 73 Principles of Style 73 Voice and Pronunciation 74 Body Language 74 Hear with your Eyes Solution Oriented Complaint Handling The Complaint as Opportunity 77 Dealing with Complaints 77 Conversation in the Case of Complaints 78 Examples of how to Deal with Complaints 79 Preventing Complaints 80 Customer Survey Processing Reservations The Reservation 83 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg 3

4 4.12 Advising the Guest Advice on Food Selection 87 Advice on the Drinks Selection 89 Example of Advice for the Guest 90 The Guest is always Right Queries and Offers Types of Query 91 Language and Structure of the Quotation 92 Address Guests Interests 93 Quotation Prices 93 The Legal Significance of the Quotation 114 General Terms and Conditions Request Processing The Order Confirmation 119 Processing and Forwarding Orders Consulting and Sales Negotiations Principles of Negotiation 123 Example of a Consulting and Sales Negotiation 125 Planning Resources as a Basis for the Negotiation 126 Phone C onversations Hygiene 5.1 Regulations and Principles for Personal and Enterprise Hygiene Basics 3 Food Hygiene 3 Importance of Hygiene 4 Hygiene Awareness 4 Types of Microorganisms 5 Moulds 5 Yeasts 5 Bacteria 5 Viruses 6 Enterprise Hygiene Measures 7 Personal Hygiene 7 Facilities and Equipment 7 Furnishings, Machinery and Equipment 9 Storing and Processing Food in the Enterprise 10 Goods Delivery 10 Storage 10 Handling and Processing 11 Work Clothes 13 HACCP Concept 13 Examples of Measures under HACCP 15 Control Point: Goods Inwards 15 Control Point: Hot Food 15 Examples of Forms to Document 16 Hygiene Terminology 17 Hygienic Hand Disinfection 19 Standard Method According to DIN EN Disinfectants and Detergents Cleaning, Disinfecting, Sterilizing 21 Detergent 21 Disinfectant 22 Environmental Protection 22 Application of Detergents and Disinfectants 23 Pest Control 24 Cost-Effective Work 24 Pest Species 24 6 Use of Devices, Machines and Household Goods, Work Planning 6.1 Work Planning The Basics of the Work Planning Work Station Preparation Work in Terms of Ergonomics 9 Workplace Design 10 Workplace Environment Area-based Preparations for Work Preparatory Work in the Kitchen 13 Preparatory Work in the Service Area 14 Decorating the Tables and Boards 18 Napkin Forms 18 Tables and Table Shapes 22 Laying the Tables 23 Special Settings 28 4 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg

5 6.4 Use of Apparatus, Machinery and Consumer Goods Apparatus, Machinery and Consumer Goods for the Kitchen Area 31 Equipment, Machinery and Equipment for the Service Area 42 Devices and Machines for Housekeeping Activities 49 Devices and Machines for Administrative Activities 52 Writing Machines, Dictaphones, Photocopying Equipment 54 Telecommunication 55 Condition and Function of Commodities 61 Textiles 61 Cutlery 64 Chinaware 67 Glass 70 Other Tableware 73 Bar Utensils 76 Cooking Utensils 77 Forms of Cookware 78 The Gastronorm System Cleaning and Maintenance Work on Equipment, Machinery and Durable Goods Order and Cleanliness in the Workplace 83 Cleaning and Maintenance Work 83 Maintenance of Kitchen Knives 86 Caring for Linens Maintenance of Equipment, Machinery and Durable Goods, and Repair Equipment and Machinery Output Monitoring and Assessment Monitoring and Assessment Kitchen Area 7.1 Products, Composition and Possible Uses Meat Cuts 3 Pork 6 Beef 9 Veal 14 Lamb 17 Offal 19 Game 20 Poultry 22 Meat Products 25 Fish 26 Sea Fish 27 Freshwater Fish 31 Shellfish, Crustaceans and Molluscs 33 Fish Products 37 Vegetables 40 Vegetable Products 51 Pulses 52 Mushrooms 53 Potatoes 54 Potato Products 56 Seedlings 57 Fruit 59 Nuts 66 Edible Fats 68 Vegetable Fats 68 Animal Fats 71 Cheese 73 Cheese Products 78 Bread 79 Milk and Milk Products 81 Eggs 82 Dessert Ice 83 Processed Foodstuffs 85 Spices and Herbs 89 Salt (Cooking Salt) 98 Seasoning 99 Sugar, Sugar Substitutes and Sweeteners, Honey 101 Foodstuff Imitations Cooking Techniques and Processes Preparation 105 Cooking Processes 110 Additional Cooking Techniques 115 Preservation Techniques 117 Use of Spices and Herbs 119 Economic Use of Raw Foodstuffs and Kitchen Materials Food Preparation and Nutritional Studies Cooking According to Recipe 121 The Fundamentals of Nutritional Studies 123 The Importance of Food in Nutritional Care 131 Daily Nutrient Requirements and Meals 135 Preparation of Simple Dishes 137 Simple Meat and Vegetable Dishes 137 Simple Potato Preparations 142 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg 5

6 Simple Fruit Preparations 143 Simple Foods made from Yoghurt, Quark and Cheese 145 Simple Dishes from Flakes and Rice, Dough and Pasta 146 Simple Foods from Eggs 147 The Preparation of Canapés Convenience Food Keeping an Eye on Costs 151 Working with Tinned Food Product Presentation Arranging on Plates and Platters 163 Garnishes 165 Buffet Preparation Service Area 8.1 Product Composition and Use The Beverage Supply 3 Non-Alcoholic Beverages 4 Alcoholic Beverages 9 Types of Wine 17 Vine Varieties 17 Spirits and Liqueurs 42 Tobacco Infusion and Hot Drink Production, Bar Beverages Infusion Drinks 49 Beer at the Bar Food and Beverage Service The Meaning of the Terms Used in Service 53 Serving Beverages 58 Sales Systems in Gastronomy Discussions on Service and Menus The Task of Service and Menu Discussions Sequence Planning for Festivities and Events Occasions for Festivities and Events 65 Planning Festivities and Events 66 Planning the Schedule for Events and Festivities Menu and Accompanying Beverages The Menu 81 Choice of Beverages 81 Menu Sequence with Selection of Beverages Preliminary Organizational Work Preliminary Organizational Work Order Acceptance Restaurant and Station 99 Noting Down Orders 99 Electronic Order-Taking 100 Service Call Systems Organization of Service Flow Conditions for the Organization of Service Flow 103 Organization of the Service Flow Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg

7 8.10 Types of Service Different Typen of Service 107 Service in the Case of Special Events 109 Work Techniques at the Guest s Table109 Carving and Arranging a Lobster 114 Carving and Arranging a Poularde 117 Carving an Arranging a Rack of Lamb 120 Carving and Arranging a Veal Filet Preparing Dishes in View of the Guest Working at the Guest s Table 125 Preparation of Mixed Salads 126 Preparation of Fruit Salad 127 Preparation of Lobster cocktail 128 Flambéing 130 Flambéing Strawberries 132 Flambéing Crêpes Suzette 134 Using Special Cutlery Preparation of Beverages The Bar 143 Types of Cocktails or Mixed Drinks 145 The Main Ingredients of Cocktails or Mixed Drinks 145 The Preparation of Cocktails or Mixed Drinks 145 Recipes for Alcoholic Cocktails and Long Drinks 147 Recipes for Non-Alcoholic Drinks 147 Mixed Drinks with Milk, Yoghurt or Cream 148 Special Mixed Drinks 149 Presentation and Service 151 Ingredients of Mixed Drinks (overview) 152 Measurements and Technical Terms at the Bar Cashier System How Orders Are Processed 163 Issue and Presentation of the Bill 166 Settling the Bill 166 Cashier Systems 166 Correcting a Bill 168 Bilking 168 Host s Right of Lien 168 Forms of Cash Settlement 168 Sales Analysis 171 Cash Shortfalls, Agreement on Shortages Office Organization and Communication 9.1 Implement Job-Related Written Assignments Correspondence 3 Grammar, Spelling and Punctuation 5 The Good Letter Style 9 Style Exercises 11 Sample Letter (Examples) 13 Offerings 13 Complaints 14 Letter of Congratulations 14 Letter of Condolence 15 Declinations 15 Enquiries and Offerings about Hospitality Services 17 Various Types of Enquiries 17 General Enquiries and Quotations 17 Individual Requests and Quotations 17 Structure of the written Quotation 18 Address Guests Interests 18 Quotation Prices Register and Store Documents Locations and Forms of Storage 21 Filing Classification Systems 23 Filing Plan 23 Business Document Values Electronic Data Processing The Principle of Electronic Data Processing 25 Hardware 25 Data Storage 26 Input Devices 27 Output Devices 27 Software 28 Glossary of other IT Terms 29 Application Examples 30 Special Software Applications 31 Backing up Data 34 Requirements for the IT Front Office System 34 Hotel Codes 37 Abbreviations with Descriptions of the Room Categories 37 Abbreviations for Room Categories 37 Hotel ABC Code 39 International Abbreviations 38 Company Data Protection 39 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg 7

8 10 Incoming Goods Department 10.1 Incoming Goods Department Supervising Incoming Goods 3 Claims, Guarantee and Warranty 3 Inspection of Incoming Goods 4 Notification of Defects 4 Delivery Note 4 Warehouse Cash Office 5 Audit Storage of Goods The Importance of Storage 7 Storage Quantities 7 Maximum Stock, Purchase Order Stock and Reserve Stock 7 Stock Figures 7 Types of Storage 8 General Requirements for Storage Rooms 8 Advice for Storage of Individual Goods 9 Storage of Perishable Foodstuffs 13 Wine Storage 15 Frequent Defects in Storage of Foodstuffs Stock Control The Documentation of Stock Rotation Material Requirements Determination ERP/Materials Management 21 Requirements Determination 21 Material Requirements Calculation 22 Procurement, Purchasing 23 Supply Channels 24 Planning Techniques and Tools Used in Purchasing 25 Standardizations 25 ABC Analysis Purchase Orders Sourcing 27 Compare quotations 28 Obtaining Quotations by Telephone 29 Order Negotiations 30 Master Supply Agreements, Call-Off Orders 31 The Purchase Order 31 Order Confirmation 32 The Purchase Contract 32 Abridged Purchasing Procedure 33 Checking the Quality of Goods 37 RAL Quality Marks (Germany) Inventory Definition of Inventory 39 Passing on the Inventory Results 40 Inventory as Part of the Financial Statement 45 Inventory Breakdown Payment Transactions Payment Transactions 47 Special Types of Transfer 49 Checks 49 Debit Cards, Credit Cards, Electronic Payment Systems 51 Types of Billing/Account Cost-Conscious Use of Materials and Durable Goods Cost-Consciousness in the Hospitality Industry 53 Examples of the Cost-Conscious Use of Materials and Durable Goods Costs and Revenues Costs and Revenues 55 Cost Classification 55 Other Cost Accounting Terms 56 Cost Charts 56 Cost Accounting Methods (Costing) 57 Cost Trend and Yield 58 8 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg

9 10.10 Costing Costings for Food 59 Calculating the Cost of Materials 59 Gross Markup and Calculation Factor 60 Contribution Margin Accounting 64 Breakeven Analysis 65 Room Pricing 66 Hotel Capacity and Occupancy 66 Average Inclusive Price 66 Calculating the Total Cost of Accommodation 67 Contribution Margin 67 Examples of Quantity and Price Calculations 67 Meat Shrinkage Calculations 67 Losses Resulting from Cooking Meat 68 Calculating Purchase Quantities 68 Calculation 68 Calculating with the Calculation Markup and Calculation Factor 69 Audit Calculations Housekeeping 11.1 Preparing the Guest Areas Housekeeping Tasks 3 Standard Preparation of Guest Areas 3 Preparation of Areas for Special Events and Functions 4 Example Daily Overview for Wednesday, March Cleaning and Maintenance of the Guest Areas Cleaning Activities and Equipment 9 Room Cleaning Procedures 11 Cleaning Procedures After Guest Check Out 11 Cleaning Procedures During the Stay 11 Cleaning and Maintaining Guest Rooms 13 Cleaning and Maintaining the Bathroom Staff Planning Planning Staff Deployment 19 Working Time Models 20 Flexible Working Hours 20 Other HR and Work Plans 20 Agency Staff 20 Outsourcing 21 Duty Roster Monitoring Monitoring Activities in Housekeeping 23 Daily Monitoring Activities 23 Linen Monitoring 29 Monitoring Activities in Housekeeping 31 Responsibilities of the Housekeeping Manager Reception 12.1 Role and Function of the Reception Area Reception 3 A Typical Day in Reception 5 The Host Team at Reception 5 Safety 8 Room Occupancy Statistics 10 Operational Metrics and Breakeven Point in the Area of Accommodation Reservation Schedules and Occupancy Rate Reservation Software 13 Benefits of IT 13 IT Security 13 Types of Bookings 13 Reservation Systems and the Internet 14 Electronic Reports, Lists, Schedules 14 Changes to Room Occupancy 15 No-Shows and Overbooking 15 Cancellations 16 Room Changes 16 Reservation Document Filing 16 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg 9

10 12.3 Guest Requests Information Service 23 Providing and Procuring Guest Services 23 Other Common Guest Requests 28 Arranging Services on the Guest s Behalf 28 Taking Precautions and Avoiding Losses Charging Activities at Reception Guest Accounts 33 Complaints and Reductions 33 Accounting Errors Guest Billing Billing and Types of Account 35 Types of Billing/Account 35 Payment Methods 36 Managing the Hotel Cash Desk 40 Required Information on a Cash Register Receipt 40 Reference Document Types 40 Manual Cash Accounting 40 Software-Assisted Cash Accounting 41 Non-Cash Payment Methods 41 Daily Closing and Control Settling up with Travel Agencies, Tour Operators, and Event Organizers Travel Agencies and Tour Operators 45 Event Organizers 45 Contracts with Tour Operators 47 Running Credit (Creditworthiness) Checks 47 Reminders for an Overdue Account Converting Currencies Exchanging Money 53 Exchange Rates 53 Foreign Notes & Coins and Foreign Exchange (Forex/FX) 53 Important Foreign Currencies 53 The euro is the currency used in the member states of the EU that have signed up to full Economic and Monetary Union (EMU). 54 Currency Conversion Calculations 54 Converting Euros into a Foreign Currency 54 Converting a Foreign Currency into the Euro 55 Converting one Foreign Currency into Another Foreign Currency 55 Foreign Currency Account Advertising and Promotion 13.1 Distinguish Advertising Media and Promotional Means and Use for the Advertising of Education Enterprise Marketing in the Hospitality Industry 3 Advertising in the Hospitality Industry 3 Example The Establishment s Prospectus 5 Other Advertising Media Promotionally Effective Offerings The Customised Offering 7 Menus 13 The Entire Offering of the Hospitality Industry 21 Examples for the Extension of the Offering and what should be Considered when doing so 23 Events 24 Planning Offerings Marketing Operations Marketing Concept 29 The Assessment of your Own Business 29 Market Investigation 31 Marketing Aims 35 Marketing Techniques 35 Marketing Mix 40 The German Hotel Classification 41 Further Industry-Oriented Marketing Techniques 41 An Example 52 The Development and Implementation of a Marketing Concept 52 Business Aims 52 Market Investigation and Survey, Results 52 The Competition Situation 53 The New Marketing Concept 53 Measures for Realising the New Concept 54 Marketing Techniques 54 Beginning and Probation of the New Concept Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg

11 Example Open house 56 Concept 56 Advertisement in a Trade Magazine 56 Schedule 57 Further Measures and Evaluation Advertising Campaigns Example Mineral Water 59 Concept and Implementation 60 Control of Success 64 Guest Reactions Room Decorations Decorating Rooms 65 Examples for Decorative Work Monitoring the Success of the Marketing Measures How can Marketing Success be Measured? Public Relations Distinction between Public Relations and Advertising 75 What is the Purpose of Public Relations? 75 Measures of Public Relations 75 Invitations in Operation 76 Press Conferences 76 Press Releases 76 Donating, Sponsoring, Charity Events 78 Joint PR Promotions 78 Appendix 1 The Organization of Vocational Education The Decree of Vocational Education for the Hospitality Professions with Vocational Education Core Curriculum Sample of an Enterprise Education Plan Core Curriculum of the Vocational School Examination Regulations for Final Examinations 31 2 The Examinations The Intermediate Examination for Hotel Professionals The Final Examination 45 Education Guide Hotel Professionals FELDHAUS VERLAG, Hamburg 11

12