饭店a级复习资料 7页

Episode1HotelOperationKindsofHotel•Recreationalmarket•Businessmarket-Airporthotels一Railwaystationhotels-Suitehotels一Extendedstayhotels-Residentialhotels-ConventioncenterhotelsBusinessCenter•3-starhotel-Printing,photocopying,receivingandsendingdocumentsbypostalservices,faxandemail•4-starhotel-Conferenceroomsfor25ormorepeople-Boardroom•5・starhotel-Largeeventrooms(forover50people)-Finerestaurants-ExcellentroomsandpublicareasConferenceRoomLayoutTheatrestyle,classroomstyle,U-shapestyle,conferencestyle,banquetstyle,banquetroundsstyleConvention•Meeting一anassemblyofpeople,especiallythemembersofasocietyorcommittee,fordiscussionorentertainment•Conference-aformalmeetingwhichtypicallytakesplaceoveranumberofdaysandinvolvespeoplewithasharedinterest,especiallyoneheldregularlybyanassociationororganization•Convention-alargemeetingorconference,especiallyofmembersofapoliticalpartyoraparticularprofessionConventionCenterHotels•Integratedintoamajorconventioncenter•Locatedrightnexttoone•Easyaccesstotheconventioncenter•meetingrooms•Areasforsettinguptradeshowbooths•Mediarooms•Businessfacilitiesandbroadbandaccess\nMICEMeetings,incentives,conferences(conventions),exhibitions(events)EconomyHotelsMotel,expresshotel,hostel,bedandbreakfastFOPlanningandBudgeting•Walk-ins一Guestswithoutreservations•Overstays一Guestswhostaybeyondtheirdeparturedate•Under-stays一Guestswhocheckoutbeforedeparturedate•No-shows-ExpectedguestswhodidnotarriveBudget一Arevenuetargettoachieveacertainyear(P20)Yieldstatistics一Thedifferencebetweenpotential,rackrate,roomrevenueandactualroomrevenue(P20)ProfilingGuestsGuestinformationiskeptsecurebypasswordsintheprofilingorguesthistorysoftware.Ifitiskeptsecure,itisnotaninvasionofprivacy.BusinessCenterP32,Dialogue(Bookaconferenceroom)Complaint-FODialogues一Asamanager,whatwillyoudotosettletheproblem?HousekeepingPlanning&Budgeting•Whatarethemaindutiesofhousekeeping?-Cleantheroomsandpublicareas一Watchallthefloors-Takecareoflaundry•WhatarethemainitemsinthebudgetforHousekeeping?-Staff(fixedcost)-Cleaningsupplies(variableexpense)-Amenities(variableexpense)Turnover—peoplequitandnewpeoplearehired(P42)Naturalwastage一peopleleavefortheirownreasons(P42)CleanlinessStandards,Inspection•Canyounamesomethingincludedinmosthotelbasiccleaningstandards?一Nodirtonthefloor一Nostainsonthesheets一Nohairinthebathorshowerdrain•Whatarethetwomainkindsofinspections?-Routineinspections-SpotinspectionsDialogue(P46)—roominspection\nLaundryManagementLaundrycycle:pickupdirtylaundry,sortandchecklaundry,cleanlaundryinappropriateways,readythelaundryforreturn,andreturnthelaundryF&BPlanningandBudgeting•WhatarethelargestitemsinF&Bbudgets?-Foodingredients/items•Specialmeatsorseafooditems•Uniquespicesorcondiments-LiquorforthedrinksSpicesandCondiments•Whatisthedifferencebetweenspicesandcondiments?-Spicesareingredientsusedtoenhanceoraddflavortoadish.Theyaremostlyaddedduringthecookingprocess.Salt,pepper,basil,garlicpowder,andotherlikeherbsarespices.-Condimentsareusuallyaddedafterthedishisfinished.Condimentsarenormallysauces.Ketchup,mustardandtabascoareallexamplesofcondiments.Condimentsareusuallytheretoenhanceadishbasedonaperson'spreferenceoftaste.HotelCooking•Whatbasicequipmentdoescookinginahotelrequire?-Sinks-Cuttingboardsandfoodprocessors一Refrigeratorsandstorageareas-PotsandpansofdifferentsizesBanquetServices•Whatarethemostcommonbanquetservices?-Corporateevents•Meetingandtrainingevents-Personalfamilyeventslikeweddings•Howdobanquetservicesmakethemostofmoney?-OnextrasandupgradesCashBar•Acounteratalargepartywhereyoucanpurchasedrinksbytheglass•Attendeespayfortheirowndrinks•Abar(asatareception)atwhichdrinksaresold一compareopenbarTableware•Dinnerware(Dishware)一Dinnerwareconsistsofthedishesusedforservingandeatingfoodanddrink,suchascups,bowlsandsaucers.Teasetsarespecializeddinnerwareusedforformaloccasions.•Flatware一Flatwarereferstotheutensilsusedtoserveandeatfoodsuchasforks,knivesandspoons.Plates,becausetheyareflat,aresometimesincludedas\npartofHflatware/fbuttheyarealsooftenthoughtofaspartofndinnerware