Multiculturalism The New Reality Of Canada - 1353 Words

â€Å"Multiculturalism exists when people accept and encourage many cultures to thrive in a society. Multiculturalism can lead to many great outcomes, including racial and ethnic harmony, which simply means that people from different backgrounds get along well together. Living with and accepting different cultures helps us understand each other and discourage hatred and violence.† () Furthermore, various ethnic groups introduce their individual beliefs, traditions, as well as, religions to the Canadian society. Generally speaking, be part of an expanding multicultural society has impacted Canada economically, demographically and socially. Thus, the presence of the variety of different cultures, languages and heritages, results in the need for the county to adapt and change, based on the new reality of Canada. With Canada’s demographic constantly increasing, significant changes are bound to occur within the economy. In particular, marketers will need to comprehend the ch anging Canadian identity, resulting in the need for the economy to adapt to the new reality of Canada. Thus, there is a need for marketers to change their marketing methods, when approaching the cultural differences. â€Å"Children are learning about different cultures at a young age, and as marketers we need to pick up on that because they are our future customers. We need to recognize that the definition of who is Canadian—or what it means to be Canadian—is changing.† (Daniels 13 Dec. 2014) Thus, understanding theShow MoreRelatedCanada Is A Multiculturalism Country1070 Words   |  5 PagesWe always say Canada is a multiculturalism country. However, what is multiculturalism? A country that is full of people with different cultural backgrounds and different races living together in peace. Canada is a multicultural society, so an increasing number of immigrants came to Canada, mostly from African, Asian, and Caribbean countries. But in Canadian history of multi culturalism has started with xenophobic approach to immigrants. In the beginning of 20th century, immigrants could not be recognizedRead MoreCanadas Multicultural Dynamic1357 Words   |  6 Pagesgovernment began to acknowledge diversity within the country. This paper will argue that multiculturalism represents a qualitatively better approach to ethnic diversity than did the Canadian immigration and cultural policies that preceded it. Restricted immigration and aboriginal assimilation negatively affect the larger picture of Canadian culture in comparison to public policy supporting multiculturalism. The idea of Canada being a â€Å"multicultural† society has arguably been around since the country’s earlyRead MoreEssay on The Canadian Mosaic Vs. The U.S. Melting Pot1707 Words   |  7 Pages Canada is internationally recognized as a culturally diverse nation that emphasizes the concept of â€Å"The Mosaic†. No other country in the world encompasses inhabitants from so many different backgrounds who exhibit strong loyalty towards Canada, while still preserving their cultural heritage. This is contrasted to the American ideal of the quot;Melting Potquot;, which attempts to shape all of their citizens into a set mold. Canada’s philosophy is believed to be more effective and respectful thanRead MoreThe Canadian Mosaic vs. the U.S. Melting Pot1710 Words   |  7 PagesCanada is internationally recognized as a culturally diverse nation that emphasizes the concept of The Mosaic. No other country in the world encompasses inhabitants from so many different backgrounds who exhibit strong loyalty towards Canada, while still preserving their cultural heritage. This is contrasted to the American ideal of the Melting Pot, which attempts to shape all of their citizens into a set mold. Canadas philosophy is believed to be more effective and respectful than that whichRead More The Perpetuation of Racism in Canada by the Mainstream News Media3990 Words   |  16 PagesThe Perpetuation of Racism in Canada by the Mainstream News Media Canada is internationally renowned for its commitment to multiculturalism. In fact, Canada was the first nation to officially adopt a multicultural policy. However, while the Canadian government has developed a broad-based multicultural mandate that includes a national human rights code and increased penalties for hate-motivated crimes, and most Canadians oppose overt forms of discrimination and hate, racism continues to exist inRead MoreMulticulturalism And The United Kingdom1297 Words   |  6 PagesMulticulturalism Introduction Much like other problems of this time, the ideas of multiculturalism and immigration have become a major concern in European politics and have made people question the status quo of such conceptions as nationhood, community cohesion, and citizenship (de Guchteneire et al. 30). Migration has been the major cause of this phenomenon known as multiculturalism. The notion of culture includes values, habits, identity, language, citizenship, and religion. A monoculture exhibitsRead MoreMulticulturalism : A Multicultural Perspective On Or A Way Of Viewing Life1429 Words   |  6 Pages In 1970, the emergence of multiculturalism began, first in Canada and Australia, and then in the United States as well as others. Multiculturalism is the diversity of two or more cultures in a region or country. According to Bhikhn Parekh, the author or Rethinking Multiculturalism, best understands multiculturalism as a â€Å"perspective on or a way of viewing life.† Bhikhu Parekh in his novel, Rethink ing Multiculturalism, argues for a pluralist view on cultural diversity. He brings upon many explanationsRead MoreVisible Minority And Immigrant Racism1583 Words   |  7 PagesVisible Minority and Immigrant Racism in the Canadian Work Environment In the ideal world, every person is treated equally in the workplace whether it be hiring, promotion, assignments or termination. However in reality, racial discrimination and harassment remain pervasive in the workplace, with 1 in 4 visible minority workers who reported that they had experienced racial harassment or discrimination in the workplace [3]. In this essay, I will be discussing the social-history of racism in the workplaceRead MoreMulticultural Psychology1156 Words   |  5 Pagesit occurs in settings where people of different cultural backgrounds encounter each other (Multicultural Psychology, 2008). In the United States, there is attention to different racial groups, inter-marriage, minority adoptions and so forth. In Canada, there is attention to French and English differences as well as to the Natives who live there (Adair, Paivio Ritchie, 1996). In most European nations there is turmoil among local populations and immigrants who have been established there. TheseRea d MoreAnalysis Of Strangers Within 940 Words   |  4 Pagesand Western, that also in no little part as the former nations has drawn in far larger numbers of Muslim migrants. According to the public opinion research, â€Å"Shaping the animosity directed at Muslims is the claim that the cultures they bring to their new setting are antithetical to liberal democracies and pluralist societies, and therefore they are both incapable of, and uninterested in, becoming incorporated into the larger society. Such views have been exacerbated since the terrorist attacks of September

Teacher Descriptive Essay Free Essays

Lily Campbell Block 3 Mr. Watrous 18 September 2012 Who is Mr. Watrous? When we initially meet someone, we immediately tend to judge by physical appearance. We will write a custom essay sample on Teacher Descriptive Essay or any similar topic only for you Order Now This is somewhat of a natural instinct, although the way someone looks does not necessarily reflect the individual’s true self. When I first strolled into Mr. Watrous’s classroom, my first impression was that he’d be a stern, serious teacher. Soon after I heard him speak to our class, and even more after having him for a few blocks, I found that he is an amiable and whimsical man. My first impression of Mr. Watrous is nothing at all as his true personality. He’s actually quite an interesting teacher and very different from the majority. Mr. Watrous appears to be middle aged, as his dark brown, short hair is filling in with gray. He doesn’t seem to have wrinkles. Instead he has a clear, healthy looking face, impressive green eyes, and dark stubble from his beard. He’s about medium height for an adult man and has a thin, yet muscular frame. Mr. Watrous dresses different than most teachers at Central West. His most stylish outfits consist of â€Å"tablecloth† print, button up shirts, green pants, and two-inch heeled shoes. But what he regularly wears are collared or button up shirts, jeans, and dress shoes. In my opinion, Mr. Watrous’s appearance makes him appear as a strong, harsh kind of guy. But in reality, he’s far from that. In class Mr. Watrous is a mixture of both formal and informal. When lecturing, or directly asking questions he speaks and behaves quite formal. However, when he casually speaks with a student he’s more informal. Outside of the classroom Mr. Watrous’s speech is Campbell 2 more informal with the use of a lot of slang. For example, he refers to the people he’s speaking to as â€Å"man† often, despite their gender, as part of his normal vocabulary. In our class Mr. Watrous acts as he wants the best possible out of us. He seems really focused on preparing us for the future. He talks to us about college and our future constantly. He also teaches us the importance of speaking in formal and informal manner, and indirectly teaches us life lessons. One example I’ll never forget was that on the first day of school he assigned an almost impossible task of answering about 40 questions in 15 minutes, in attempt to teach us that we need to speak up and recognize ridiculous tasks requested of us. It seems that Mr. Watrous’s thoughts are really clever and strategic. Yet, when one asks him to describe how he thinks he says little of it is based on logic and he usually just ends up going with his gut. This is consistent with how Mr. Watrous teaches, he presents himself as a really smart, all-knowing guy, but as he’s teaching he is thinking of new things to say. In our classroom Mr. Watrous thinks a lot about his students and how to help them succeed, but outside of school he has more important priorities. He owns an art gallery and ranch, plus he has a family. Mr. Watrous probably thinks about his ranch very often since it needs maintenance. Since he is an artist, he is very creative, I’m sure he is constantly thinking of new things to paint. Just like any other husband/father Mr. Watrous is going to constantly think about his family. Students look up to Mr. Watrous and treat him very respectfully. He is appreciated by his students who trust him, and want to learn from him. Students will joke around with Mr. Watrous since he’ll joke around with us often also. Mr. Watrous treats his student in a respectful manner. Although he will be honest, and tell someone what is exactly on his mind. He holds our class up to high standards and wants us to be the best possible. If a student says â€Å"Um† he’ll mock them Campbell 3 very single time, hoping that we will eventually stop being unsure of ourselves and think before we talk. He does this so we will think before we speak and not be unsure or ourselves. Mr. Watrous is a different kind of teacher, but in a good way. His appearance is deceiving since he looks scary and mean. He’s really actually super nice and a laid back teacher. He acts different in his classroom and home settings. As a te acher his interest is in what’s best for his students. His students realize that so they respect and appreciate him very much. How to cite Teacher Descriptive Essay, Essays

Crito Essay Research Paper CritoPhilosophy 101Crito as free essay sample

Crito Essay, Research Paper Crito Doctrine 101 Crito, as reported by Plato, is an history by where Crito is trying to act upon Socrates that it is merely to get away from prison to avoid certain decease by executing. Socrates # 8217 ; statement straight relates to the Torahs of the province and the function of the person within it. The # 8220 ; Crito # 8221 ; exhibits the character of Socrates as a good citizen, who being unjustly condemned is willing to give up his life in obeisance to the Torahs of the State. This study will discourse the major elements in Socrates # 8217 ; statement, sing the hurt and unfairness he would do by get awaying from prison prior to his executing. Further treatment will be centered around Socrates # 8217 ; ability to keep this political orientation despite his belief that the infliction of the sentence upon him, was in itself, unjust. Crito, a longtime devoted friend and truster of Socrates # 8217 ; ethical instructions presents a compelling statement to get away. Although the statements of Crito have merit, they have non convinced Socrates that he should get away from prison. An flight would surely denounce the Torahs of the province, which Socrates has ever declared to continue. Escaping from prison would be a misdemeanor of the jurisprudence of the land and would clearly connote that Socrates is an enemy to that which makes for an orderly society. To guarantee that the orderly society remains civilized, a citizen has a moral duty to accept the punishment of jurisprudence ; therefore, accepting the effects ensuing from a rear of barrel of that jurisprudence whether merely or unfair. Socrates determination could therefore conveying a permanent consequence to the people s trueness to the Torahs and how they are adhered to now and in the hereafter. Hence Socrates was looking out for the improvement of the Polis. By non adhering to the imposed opinion he would be conveying an unfairness to the province, which he has dedicated his life and service to. Crito argued that in the sentiment of many people, both Socrates and his friends will be badly criticized if he does non do an effort to get away. Socrates argues in defence of this place by naming attending to the danger that is associated with following public sentiment. He illustrates that the sentiment of some should be regarded and the sentiment of others should be disregarded. Additionally, by his escaping, it would be of no benefit to him, his entrusted friends or household, as it would doubtless do them hurt. Those who would hold assisted in his flight would hold probably been driven into expatriate, lose their personal belongings and possibly their citizenship. As for him personally, going to a adjacent metropolis would be really pr oblematic as he would be regarded as an enemy and looked upon as a corrupter of the Torahs. Even traveling to the less good governed province of Thessaly would be of no more benefit. Despite the support of Crito s friends, the citizens would roast him for his lip service. Socrates and Crito are both in unanimity that the sentence was in fact unfair. Therefore, Crito s sentiment is that it would non be incorrect for Socrates to get away because he has been imprisoned unjustly. However, Socrates does non hold with Crito s ideas, keeping his position of the necessity of carry throughing the footings of the sentence. Socrates believes that when the province s involvement struggles with that of an person, the person should non object to the province # 8217 ; s infliction of power upon him, even though that which is being imposed may be unfair. Socrates bases his statement on the fact that he is a citizen of the province. Socrates was born, nourished and educated within its boundaries and as a consequence has a committed duty toward it. Socrates realizes he must non go forth in an attempt to get away the executing of the tribunal s sentence. Leaving would non merely be dishonourable, but would bespeak to the people an falseness that he is non willing to stay by the ideals he has characterized during his instructions throughout his life. Socrates can go from this life with a pure scruples, cognizing that it is better to decease with award under the restrictions the jurisprudence has set, so to populate in shame. Further, to decease under these fortunes will supply him with a good defence when he stands before the court of the opinion of the dead. He will stand earlier them as a sufferer to the unfairness of non the jurisprudence, but those who have abused the jurisprudence in order to convey about his death. Socrates demonstrated his true character in the Crito. He calmly and logically offered his ain moral point of position into his determination to stay in detention, and expect his executing, which is a batch more than what I would hold done. If I had had the opportunity to get away, so I would hold taken in a pulse, because in my sentiment I would hold instead been a dissembler, than dead. I feel that if you are wrongly accused, so there is no footing for justness, unless it s against your accusers. I would hold escaped, and went on to other topographic point and taught my beliefs at that place. I don t truly believe he would ve been a dissembler for it, because he his taking his instructions to more people, which would hold been good to everybody. But in the terminal, despite Crito s supplications, the words began to fall on deaf ears as Socrates is content to follow the waies which God has designed for him. 312

New Imperialism and Politics 1850 and 1914

Introduction Imperialism refers to the process whereby a country expands its economic, political, and social power through military conquest.Advertising We will write a custom essay sample on New Imperialism and Politics 1850 and 1914 specifically for you for only $16.05 $11/page Learn More Others perceive imperialism as the exploitation of the indigenous communities whereby a foreign power takes advantage of its advancements in technology and civilization to impose policies and rules to the locals whose forms of life are simple. Such communities exist in simplistic forms whereby there modes of production are traditional. Britain is one of the countries that took advantage of its level of economic and technological developments to invade other states and impose its policies on them. Imperialism first took place when British colonialists invaded the American continent and forced the locals to support their administrations. However, the American Revolution ended the British dominance in the region, forcing the British to look for other alternatives owing to the growing population and the development of industries (Eldridge 36). The American Revolution opened the eyes of British colonialists who noted that mercantilism was an ineffective economic policy since it could easily be affected by political currents. In 1846, the Corn Law repealed all barriers of trade, which opened up the parts of the United Kingdom. United Kingdom was capable of distributing artificial products to most parts of the continent such as Germany and France. Since its dominance was wading, the British government suggested that the state had to reignite its glory by invading other parts of the world, particularly the Asian region and Africa. Between 1950 and 1914, Britain dominated the world because it had a strong source of labor and a stable market. It is noted that new imperialism was characterized by some features, which will be discussed in this article.Adver tising Looking for essay on history? Let's see if we can help you! Get your first paper with 15% OFF Learn More Features of New Imperialism In 1842, the British invaded China and imposed its policies, including forcing the locals to consume foreign goods. In 1858, new imperialism was felt by even the powerful states such as Japan, which led to the readjustment of regimes. In Japan, the Meiji Period was reinvented whereby the British had full control of production and consumption of goods. All major industries and organizations were controlled by the British during the Meiji Period in Japan. It is therefore noted that the British economic might declined due to the emergence of others, which forced it to engage in imperialism. One of the characteristics of the new imperialism was that Britain was no longer a major economic and political power in the world politics due to the emergence of other powers such as the United States and Germany. The power of Britain to manufact ure finished goods went down after the emergence of Germany and the United States. These new powers gave British firms tough competition (MacKenzie 21). In Europe, Germany posed serious threats while the US dominated the American market. From 1880 to 1913, the economic capability of Britain was in a decline, with a reported GDP decline of a quarter each year. In the food market, British manufacturers could do nothing because of the textile and metal industries established in Germany. Another characteristic of the new imperialism is the long depression, which affected the British to an extent of looking for alternative strategies of economic development. The long depression of 1873 to 1896 is considered one of the greatest in human history. In fact, it is considered the immediate cause of formal colonialism because the British government could not sustain its economy without involving invading other countries. During the depression, firms employed strategies such as forming partnersh ips and amalgamations, which brought about inefficiencies and destabilization of the economy.Advertising We will write a custom essay sample on New Imperialism and Politics 1850 and 1914 specifically for you for only $16.05 $11/page Learn More The development of new technologies helped in the manufacture of goods and services. Britain was a monopoly in major sectors of the world economy hence the new technology helped it in lowering the costs of production. Unfortunately, there were no sufficient markets to absorb all the manufactured goods. In the domestic market, the country manufactured more than it could be consumed. In the agricultural sector, the United States exported cheap grains, which strained the British farmers since the costs of production were very high in the country. This meant that American goods were favored since they were cheap. A considerable percentage of the European population was predominantly rural meaning that it did not have the purchasing power. Goods produced lacked markets. After 1873, it is established that the long depression affected each state in Europe, forcing the world superpowers such as Britain to think about imperialism. There were many new things in the new imperialism because Britain embarked on banking and shipping as its major source of capital. During the time, there was advent of new trade referred to as the slave trade whereby slaves were shipped from Africa to work in European industries while finished products were transported from where they were less needed to where there was high demand. For instance, cheap finished goods were transported from Europe to Africa while slaves were ferried to the United States. The new trade boosted the economy of the country to an extent that it was able to emerge from the long depression stronger. The long depression affected the economies of a number of states in Europe to an extent of forcing others to close their major industries, which were th e major sources of income. New imperialism era was characterized by cutthroat competition. Britain developed some of the strategies that helped it to outdo others in the market. One of the strategies was capitalizing on the economies of scale whereby firms and industries were encouraged to produce in mass. In this regard, formation of alliances was highly encouraged because it could help in producing in mass.Advertising Looking for essay on history? Let's see if we can help you! Get your first paper with 15% OFF Learn More Moreover, formation of partnerships among traders gave them a lobbying power since they would have a higher bargaining power. Since the market was flooded with foreign goods and services, British investors would easily outdo them through joining hands. In 1870, financial houses in London achieved their objectives because they were able to control the industry by successfully boxing out competitors. The investors formed a strong union that helped them a lot in the banking sector. Investors were in control of the economy meaning that the government could never make policies without consulting them. They became an important partner in government since the state acquired loans from them. Business persons were able to break the aristocracy since they controlled the money market while the ruling class simply controlled land. It is reported that the business community was able to control politics in the country through funding of political parties and sponsoring bills in parliament. In oth er words, they were able to achieve whatever they wanted from government. There was a new trend in 1970s because financial holders were able to control the affairs of the state, unlike the industrialists in 1950s, who simply depended on the government for direction. Financial investors were able to influence the formulation of domestic and foreign policy because they pressurized the government to amend policies that took care of their foreign investments. In many parts of Africa, the investors entered into partnerships with African governments, especially in the construction of infrastructure such as railway (Blanken 58). The British government was committed to supporting investment in foreign countries, but the new trends could not allow the government to declare support for its investors. The foreign environment became so hostile to British investors. Egypt is always cited as an example of the places that became so hostile to British. Investors could not continue committing their funds in such places hence they needed government assurances. They forced the government to come up with strict laws that would protect their interests. In fact, the government became so hostile in places they had control. Some scholars of imperialism such as Hobson noted that finance was actually controlling everything in the international system. The historian noted that foreign markets offered high returns because they had large populations as compared to the local markets. The British government was forced to negotiate with foreign independent states because they had cheap labor, adequate markets, and plentiful raw materials. It is concluded in this section that financial interests were the driving force behind new imperialism. The imperialists were able to acquire new markets in Africa, Asia, and the Caribbean. Colonial expansion increased competition among states in Europe because each state wanted to capture its share of the market. It should be understood that Britain viewed African and Asian states in terms markets and sources of labor. The new regions were very fertile and rich of resources. The British scrambled for space in these new regions in order to increase their investments. The new industrial powers such as France and Germany were now in direct competition with Britain in terms of political influence and economic capability. The only solution to the new problem was expanding the territories, which would be achieved through colonialism (Malcolm and Stewart 88). Since the Europe market was flooded with goods from the United States and Europe, acquisition of new territories was the only way out. The economic and political power of Britain was no more. The state had to strategize on how to acquire its lost glory. Some analysts noted at the time that Britain had to acquire secure territories if it were to continue dominating the world. It was perceived that other states could still acquire new territories hence it was critical for Britain to do i t first. If other states acquired new territories before Britain, the power of Britain could be reduced further. British imperialists observed that formal colonialism was the only way because the state was losing economically and politically to other states such as Germany, the United States, and France. In France and Germany, there were protectionist policies whereby companies were given economic protection to enable them to grow. It was very difficult for British investors to penetrate. Some scholars note that Britain moved to secure new territories in Africa and Asian mainly because of its weakened political and economic power. Such scholars refute claims that Britain acquired new territories to strengthen its power in the world (Darwin 69). Others countries in the world, such as Germany and the United States, adopted protectionist policies while Britain embraced a free market economy. This was extremely dangerous because it could not resort to protectionist policies given the fa ct that it had a number of investments in other countries. Britain could not develop further because of the trade policies that gave undue advantage to other states. In early 1900s, Chamberlain tried to come up with some economic policies, which included Tariff Reform, failed because the state embraced free market economy. The prime minister tried to impose new taxes on imported goods, but the policy could not be adopted since the country was already in agreement with other states. Therefore, the only way to protect trade links and the country’s economy was through the adoption of new imperialist ideas. Conclusion Imperialism entails invading another society and imposing policies that are inconsistent with the local culture. It can be concluded that Britain made a decision to adopt new imperialism mainly because of its declining political and economic power. A country is unable to influence the decisions at the global level if its economic and political power is below par. Th e emergence of other states such as the United States, France, and Germany threatened the economic power of Britain. Britain had to come with a strategy that would help it regain its lost glory. This would not be achieved through expanding markets in the European region since the market was already flooded. Therefore, the only way to invade other societies in order to acquire raw materials, access markets, and acquire cheap labor. Works Cited Blanken, Leo. Rational Empires: Institutional Incentives and Imperial Expansion. Chicago: University Of Chicago Press, 2012. Print. Darwin, John. After Tamerlane: The Rise and Fall of Global Empires, 1400–200. New York: Penguin Books, 2008. Print. Eldridge, Can. British Imperialism in the Nineteenth Century. London: Macmillan, 1984. Print. MacKenzie, John M. Imperialism and Popular Culture. Manchester: Manchester University Press, 1986. Print. Malcolm, Pearce, and Stewart, Geoffrey. British Political History 1867-1990. New York: Routledg e, 2002. Print. This essay on New Imperialism and Politics 1850 and 1914 was written and submitted by user Teagan E. to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

Free Essays on Nymph And Shepard

Two Different Views on Love In Christopher Marlowe’s â€Å"The Passionate Shepherd to His Love,† (682-3) a shepherd offers a nymph his love. He uses many pleasing things to entice her. He offers her gifts such as â€Å"beds of roses† (9) and â€Å"fair-lined slippers† (15) in exchange for her love. It seems as if he is trying the best he can to get her to be with him by offering her many material things. â€Å"Come live with me and be my love† (1) he says. In Sir Walter Raleigh’s â€Å"The Nymph’s Reply to the Shepherd† (683-4) the nymph explains to the shepherd that she wants a love that will last indefinitely, not materials things that are temporary. It is apparent in â€Å"The Nymphs Reply to the Shepherd† that the nymph feels she is too sophisticated and mature to accept what the shepherd has to offer her, and that she is willing to wait for something more serious and longer lasting. It is evident that the nymph is a little untrusting of the shepherd’s promises and that she feels he is less mature than her in the first stanza of â€Å"The Nymph’s Reply to the Shepherd.† If all the world and love were young, and truth in every shepherd’s tongue, These pretty pleasures might me move to live with thee and be thy love (1-4). When the nymph speaks of â€Å"truth in every shepherd’s tongue† (2) she is suggesting the fact that the shepherd is probably not going to be able to give her what he is promising. The nymph also seems conceited in the first two lines of the poem. She is saying that even if the shepherd could really provide what he was offering she is far too sophisticated to even take the time to give him a chance. She is saying that she is not young enough to be caught up in material things. The nymph is willing to wait for someone who can offer her more. The nymph feels that all of the lovely things the shepherd is offering will not withstand time, they will soon wither and fade along with ... Free Essays on Nymph And Shepard Free Essays on Nymph And Shepard Two Different Views on Love In Christopher Marlowe’s â€Å"The Passionate Shepherd to His Love,† (682-3) a shepherd offers a nymph his love. He uses many pleasing things to entice her. He offers her gifts such as â€Å"beds of roses† (9) and â€Å"fair-lined slippers† (15) in exchange for her love. It seems as if he is trying the best he can to get her to be with him by offering her many material things. â€Å"Come live with me and be my love† (1) he says. In Sir Walter Raleigh’s â€Å"The Nymph’s Reply to the Shepherd† (683-4) the nymph explains to the shepherd that she wants a love that will last indefinitely, not materials things that are temporary. It is apparent in â€Å"The Nymphs Reply to the Shepherd† that the nymph feels she is too sophisticated and mature to accept what the shepherd has to offer her, and that she is willing to wait for something more serious and longer lasting. It is evident that the nymph is a little untrusting of the shepherd’s promises and that she feels he is less mature than her in the first stanza of â€Å"The Nymph’s Reply to the Shepherd.† If all the world and love were young, and truth in every shepherd’s tongue, These pretty pleasures might me move to live with thee and be thy love (1-4). When the nymph speaks of â€Å"truth in every shepherd’s tongue† (2) she is suggesting the fact that the shepherd is probably not going to be able to give her what he is promising. The nymph also seems conceited in the first two lines of the poem. She is saying that even if the shepherd could really provide what he was offering she is far too sophisticated to even take the time to give him a chance. She is saying that she is not young enough to be caught up in material things. The nymph is willing to wait for someone who can offer her more. The nymph feels that all of the lovely things the shepherd is offering will not withstand time, they will soon wither and fade along with ...

Why hiring managers should embrace automation

Why hiring managers should embrace automation One of the most important aspects of the Human Resources professional is right there in the name: â€Å"human.† And if you value the humanity of the process- meeting new people, finding the exact right fit for recruits, helping people get settled into their new jobs- then the new wave of technology- and automation-focused hiring can feel a little†¦cold. But it doesn’t have to be that way. Embracing this new wave of technology can enhance your work, and help make your job more efficient. Automation is inevitableNothing is certain except death, taxes†¦and new technology. I’m guessing you’re not using a rotary phone or a typewriter anymore, so it’s time to acknowledge that automating the hiring and recruiting processes (at least somewhat) is the way the industry is moving forward. In fact, according to recent research,  75%  of hiring managers  use applicant tracking or  recruiting software  to improve their hiring process.Automatio n saves timeHow much of your time is spent reviewing resumes or cover letters? And how many of those materials are from people who aren’t a good fit, and would never qualify for an interview? While you’re investing time toward a specific goal (finding the ones who are qualified to bring in for an interview), the process could be so much cleaner by the time it gets to you. Having an automated first responder, like screening software, does a lot of the prework that doesn’t really serve the ultimate goal. Spend your time on people, not on the paperwork.Automation helps improve the hiring processAutomated software and processes can yield more data than we could ever get from eyeballing resumes. With raw data on who’s applying for positions and what qualifications they have (based on a parsing of their resume), hiring managers can get clear pictures about the applicant pool, and also use that data to refine job descriptions, interview questions, and the more q ualitative aspects of the job search. Automation now can make your hiring process easier and easier in the future.Automation can do deeper analysisIt’s not just reading or scanning software that can improve the process- it’s also digital tools for automating interviews. By analyzing everything from word choice to speech patterns to facial expressions, predictive programs can give data-based analysis of how well a candidate aligns with qualities you set ahead of time.hbspt.cta.load(2785852, '9e52c197-5b5b-45e6-af34-d56403f973c5', {});Automation is a tool, not a replacementIt’s natural to be concerned that handing over key job responsibilities to, essentially, a robot is signing one’s own certificate of obsolescence. But in reality, it’s about using tools to work smarter and more efficiently and make even better use of your time and skills as a hiring manager. It can help you find and hire better people, and free up some of your time- one of the most valuable professional resources- for things that require more qualitative effort and attention.

HEALTH LAW AND ETHICS Essay Example | Topics and Well Written Essays - 250 words - 14

HEALTH LAW AND ETHICS - Essay Example issue but at the same time, warns them that false reporting and exaggeration can incur them loss, so that a dual-action is developed to make them honest in their reporting of the way things are going in the workplace. Hospitals can outsource the services when tough ethical decisions about resource allocation have to be made. Outsourcing is suitable particularly in the cases of ethical dilemma e.g. when there are two patients needing immediate attention of the doctor simultaneously. Another way is to always keep certain resources ready for employment on immediate basis. For example, one of the off-duty nurses can be called upon work because of shortage of nurses at a certain time but the nurse must be compensated for the unscheduled call of duty. When these options are not available, then the hospital should assess which of the subjects is in a greater need of resource allocation, and the resources must be allocated

The importance of bedside report to improve patient satisfaction Annotated Bibliography

The importance of bedside report to improve patient satisfaction scores - Annotated Bibliography Example oncoming nurses aware of the present condition of the patient under care by providing them with all information about the present state of the patient. The nurses leaving the shift provide a handoff to the nurses taking charge at the end of each nursing shift. â€Å"It also allows the oncoming nurse an opportunity to visualize the patient and ask questions† (Maxson, Derby, Wrobleski, & Foss, 2012, p. 140). In the handoff, nurses inform the new in-charge nurses about the changes in patient’s progress level, as well as about the essentials that new nurses need to do for the patient during the shift. Nurses get information for preparing handoffs from the patient’s care plan, patient record, and other medical documents and present it to new nurses either through face-to-face communication or as taped handoffs. All of this relates to the concept of quality care nursing. However, the dilemma is that not every nurse is aware of the importance of bedside nursing; hence they do not participate actively in the preparation of a quality care plan. â€Å"Analysis of quality care literature reveals that practising nurses are rarely involved in developing or defining improvement programs for quality nursing care† (Burhans & Alligood, 2010, p. 1689). Delivery of quality care has always remained an area of debate in the field of nursing (Burhans & Alligood, 2010, p. 1689). Bedside nursing handoff is an essential part of a quality care plan about which every nursing professional should be trained. In some nursing facilities, nurses consult patients during preparation of handoffs in order to provide patient-centered care to patients. â€Å"Bedside handover provides an opportunity for patients to be involved as active participants in their care† (McMurray, Chaboyer, Wallis, Johnson, & Gehrke, 2011, p. 19). It is not the case that every nurse does this but this step is highly appreciated on the end of patients. The reason is that it plays a significant role in promoting safe and

The degree of operating leverage Essay Example for Free

The degree of operating leverage Essay 1. The degree of operating leverage is equal to the ____ change in ____ divided by the ____ change in ____. 2. In the linear breakeven model, the difference between selling price per unit and variable cost per unit is referred to as: 3). Break-even analysis usually assumes all of the following except: 4).The short-run cost function is: 5). In the short-run for a purely competitive market, a manufacturer will stop production when: 6). In the long-run, firms in a monopolistically competitive industry will 7). A search good is: 8). All of the following are true for both competition and monopolistic competition in the long run, except one of them. Which is it? 9). Regulatory agencies engage in all of the following activities except _______. 10). In the electric power industry, residential customers have relatively ____ demand for electricity compared with large industrial users. But contrary to price discrimination, large industrial users generally are charged ____ rates. 11). When the cross elasticity of demand between one product and all other products is low, one is generally referring to a(n) ____ situation. 13). In natural monopoly, AC continuously declines due to economies in distribution or in production, which tends to found in industries which face increasing returns to scale. If price were set equal to marginal cost, then: 14). A(n) ____ is characterized by a relatively small number of firms producing a product. 15). In the Cournot duopoly model, each of the two firms, in determining its profit-maximizing price-output level, assumes that the other firms ____ will not change. 16). The existence of a kinked demand curve under oligopoly conditions may result in 17). Conscious parallelism of action among oligopolistic firms is an example of ____. 18). A key to analyzing subgame perfect equilibrium strategy in sequential games is 19). Credible promises and hostage mechanisms can support a continuous stream of cooperative exchanges except when 20). In making promises that are not guaranteed by third parties and in imposing penalties that are not enforced by third parties, all of the following are credibility-enhancing mechanisms except 21). In a game, a dominated strategy is one where: The segmenting of customers into several small groups such as household, institutional, commercial, and industrial users, and establishing a different rate schedule for each group is known as: 22) The following are possible examples of price discrimination, EXCEPT: 23). The optimal mark-up is: m = -1/ (E+1). When the mark-up on cookware equals 50%, then demand elasticity (E) for cookware is: 24). To maximize profits, a monopolist that engages in price discrimination must allocate output in such a way as to make identical the ____ in all markets. 25). Non-redeployable durable assets that are dependent upon unique complementary and perfectly redeployable assets to achieve substantial value-added will typically be organized as 26). When retail bicycle dealers advertise and perform warranty repairs but do not deliver the personal selling message that Schwinn has designed as part of the marketing plan but cannot observe at less than prohibitive cost, the manufacturer has encountered a problem of ____. 27). When manufacturers and distributors establish credible commitments to one another, they often employ 28). Reliant assets are always all of the following except: 29). The sentiment for increased deregulation in the late 1970s and early 1980s has been felt most significantly in the price regulation of 30). The antitrust laws regulate all of the following business decisions except ____. 31). The ____ is equal to the some of the squares of the market shares of all the firms in an industry. 32). The lower the barriers to entry and exit, the more nearly a market structure fits the ____ market model. 33). The ____ depicts the risk-return relationship in the market for all securities: 34). Any current outlay that is expected to yield a flow of benefits beyond one year in the future is: 35). In order to help assure that all relevant factors will be considered, the capital-expenditure selection process should include the following steps except: 36). Which of the following would not be classified as a capital expenditure for decision-making purposes?

Gay, Lesbian and Bisexual Issues - Homosexuality and the Media Essay

Homosexuality and the Media      Ã‚  Ã‚   There are many different aspects of life that Americans are exposed to on television each day. Some examples are things such as violence, sex and alcohol and in today's more accepting society, the issue of alternative lifestyles. This issue was not as predominant ten years ago as it is today. Yes, for many years there have been sexual undertones in many popular television shows or movies, but it was not until recently that these actors and actresses were actually said to be living an alternative lifestyle.    What exactly is an alternative lifestyle? According to Encarta's Online World Dictionary, "an alternative lifestyle is one of abnormal circumstances, a way of living adopted by people who reject the prevailing lifestyle, for example, because they consider it to be too materialistic, to dependent on technology or simply living outside of the basic ways of life"(Encarta Online World Dictionary). This term, alternative lifestyle, is one that is often used to describe people who engage in homosexual relationships. The true definition seems to fit, but today this lifestyle is not as out of the ordinary as it was in the past.    Many people think that homosexuality is an old trend that has been around since the beginning of time. In reality, homosexuality is still a relatively new idea in many cultures. This idea is also relatively new for the mass media and Hollywood. "In a hundred years of movies, homosexuality has only rarely been depicted on the screen. When it did appear, it was there as something to laugh at, to pity, or even something to fear. Hollywood, that great maker of myths, taught straight people what to think about gay people... and gay people what to think about... ...on 2). With this in mind Jacobson explains, "now that changes are finally being made in the way that people are raised, people will also be able to accept changes easier than they did in the past" (Jacobson 2). If this is the way that society actually operates then homosexuality should not be as hard to accept as it was in the past.    Works Cited Bantam Publishing. "Encarta Online World Dictionary." Issue 23, Vol. 43 page 121. Bishop, Alfred. "Homosexuality and Life." Dec. 5th 2001.   http:<www.seuxallife/lt.ctrl.article45/23-tglm_bish.htm> Encarta Publishing. Encarta Online World Dictionary. 1999  Ã‚   http:/</Encartaworld/dictionary/alternativelifestyle.ht/htm> Jacobson, Alexander. "Society and Our Lives." Stanford University. 1999 The Celluloide Closet. Dec. 3rd 2001.  Ã‚   http:<celluloidecloset.net.art-10_life/sex/23htm.>

Discuss the Roles of Language and Reason in History Essay

History as the area of knowledge is virtually indivisible from language and reasoning. Language is one of the most potent means of interpreting and reporting historical information that is derived from the sources pertinent to the events and occurrences. The sources themselves, in their turn, are frequently presented by the written documents, recorded anecdotal experiences, and works of art, archeology, anthropology and photography which, yet again, are interpreted through the language in conjunction with the context of a historical event. It appears to be an endless loop, where language is the alpha and omega, the main vehicle of conveying history. However, to arrive to the valid interpretation of a certain historical event or development, historians frequently use reasoning to connect the factual data of the tangible sources since the latter ones often come in the form of fragments, related to a particular aspect of the happening. Ideally, reasoning, applied to the interpretation of historical data, should be impersonal, unaffected by predominant views and opinions and completely untainted by political agenda. Yet, it is hard to imagine that throughout the centuries those who held power would willingly allow the contemporary historians relate to the masses the adequate information on the details of their governing techniques and actions. As Winston Churchill pointed out, â€Å"History will be kind to me for I intend to write it.† Therefore, it is up to an individual to interpret the language, deduce information through applying reasoning, incorporate other areas of knowledge such as science, sociology, psychology and arrive to conclusions in attempts to comprehend historical developments in question. It is important to point out that we frequently perceive historical events as they are presented by those who hold some form of authority: the individuals whom we refer to as experts or the mass media and research bodies who are entrusted with the responsibility to convey information to masses. And here comes the essential aspect: the validity of the statements and projections made by the mentioned authorities. In other words, in search for the truthful perspective of a historical event one needs to remember about the language that is used for such interpretations, the language of power. Truth in history is a dubious concept since any event which involves certain outcomes would be interpreted by a number of experts. The outcomes of the events be it revolutions, wars, or reigns of monarchs and are usually appear in form of facts: toppling of governments, changes in ideologies and laws that societies are to adhere to, development or stagnation of the economy in a given country. These are the facts that are presented in the form of explanations, commentaries, and justifications. And here the language of power might play the crucial role in the way this information is to be perceived. To distinguish the motives behind the language that is used for presenting the event, one needs to look for other sources that interpret the same development, but from a different angle. For instance, the attack on the World Trade Center, New York City, in 2001 is vastly believed to be executed by the group of terrorists known as Al-Qaeda, and hence perceived as â€Å"the terrorist attack†. The mass media of the entire world presented the fact that over 2,700 people perished during the atrocious bombing which involved the hijacked airplanes driven into both towers which collapsed within a short period of time. However, the independent sources point at the undeniable facts that the World Trade Center towers were â€Å"designed to take the impact of the Boeing 707 hitting the building at any location† (Les Robertson, WTC Structural Engineer) and â€Å"could sustain multiple impacts of jetliners† (Frank A. Demartini, Manager of WTC Construction) and still survive (Aaron Swirsky, WTC Architect)1. Other sources, such as a scientific research conducted by Dr Steven Johns, Professor of Physics, BYU, state that the way the buildings collapsed precisely follows the scenario of a controlled demolition. Here, historical event calls for the help of reasoning, which can raise further questions to authorities that put the entire responsibility on the Al-Qaeda. The more scientific and factual evidence emerges from the research, the more controversial this event seems to be. But it is for an individual to arrive to a conclusion provided he or she is concerned with the issue. However, the prevailing opinion that was projected into the minds of the public by mass media remains adamant: the terrorist group dealt a tremendous blow to the democracy of the United States and must pay for it. Hence, there is a fully justifiable war with Iraq, the country which has a doubtful connection with Al-Qaeda, apart from the fact that it is run by a dictator and constitutes a predominantly Muslim society. But the non-Muslim world has already been contaminated by the fear of Muslims who seem to be nearly synonymous with â€Å"terrorists†. â€Å"Thus, [†¦] crowds have come,[†¦] to acquire a profound antipathy for the images evoked by certain words†2 and fully accepted the justification for the war in Iraq. Reasoning is an indispensable tool for those who wish to form a personal opinion on historical events which are presented through language. Yet this process entails searching for the information from the alternative sources. Language is used as a powerful vehicle in creating certain views among various groups of societies, and such language is frequently applied by those who are concerned with power. History is abound with examples in which governing bodies used language to impose ideology and ensure that the masses are entirely convinced in the righteousness of such propaganda: the Soviet Union, China and socialism, Germany and Nazism, the United States and democracy. However, upon a simple application of reasoning, a series of questions arise: how a nation that was claimed to be fed by pure ideology could exist for more than 75 years and build one of the most successful, self-sustaining industries and sciences that are still recognized, though grudgingly, throughout the entire capi talistic world? How could a nation develop such a potent economy that is still burgeoning while the other one is desperately trying to recover from the economic meltdown that has affected nearly the entire world? What could make a nation believe a mentally ill person3 and empower it to conquer the entire Europe? It is indubitable that the language of power and the power of language were effectively used by the leaders of those nations. However, it is reasoning that can help an independent researcher or a concerned individual in the quest of constructing a clear picture on what forces were involved in such profound changes on such vast scales. Of course, it is naà ¯ve to presume that reasoning alone might provide clarifications to the historical events under scrutiny. Reasoning in history is a second step in interpreting historical developments after pertinent to them materials were selected and carefully studied. These materials would include evidence from various fields and areas of knowledge, and the greater the scope of those areas, the more comprehensible and significant the features of events would emerge before the eyes of the researcher. Language might play the roles of obscuring the conditions and implications of historical events; yet the same language might be used in explaining the factors that led to the consequences produced by those events. However, it is the effort in applying reasoning and logic that would eventually create an unobstructed perspective on the historical developments and occurrences in question. References and works cited: 1. Joseph, Peter. 2007. Zeitgeist. Online. Accessed: Dec 21, 2010. www.zeitgeistmovie.com. 2. Le Bon, Gustave. 1841-1931. The Crowd: A study of the Popular Mind. 1841-1931. Translation: Psychologie des foules. Cherokee Publishing Company. Atlanta, Georgia. 1982. Pg. 100 3. The International Campaign for Real History. Hitler’s Last Illness. Online. Accessed: Dec 23, 2010. www.fpp.co.uk/Hitler/docs/Parkinsonism/VancouverSun170599.html

Purpose of Evaluating Customer Service Policies

Manual on Module II Introduction to Hospitality By Authors Mr Murray Mackenzie School of Hotel & Tourism Management The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Hotel & Tourism Management The Hong Kong Polytechnic University 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 3/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai, Hong Kong i 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 ii Introduction to Hospitality IntroductionA 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 curriculum in schools. The curriculum support package is comprised of eight manuals, and they are developed to broaden students’ knowledge of the eight 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 InstituteEducation Bureau 13/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai Hong Kong April 2009 iii Introduction to Hospitality Table of Contents 1 Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1 1. 1 Introduction to Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 1 1. 1. 1 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 3 1. 1. 3 2 The Nature of the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 1Relationship between the Hospitality Industry and Tourism †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 3 Accommodation Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 6 2. 1 Introduction to th e Accommodation Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 2. 1. 1 2. 2 Classification of Accommodation Establishment †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 Introduction to the Hotel Operations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 12 2. 2. 1 Hotel Ownership †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2 2. 2. 2 The Functions and Departments of a Hotel †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 15 2. 2. 3 Introduction to the Rooms Divisi on †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 17 2. 2. 4 Front Office Operations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 2. 2. 4. 1 Guest Cycle †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 2. 2. 4. 2 Front Office Department †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 22 2. . 4. 3 Types of Hotel Guest †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 36 2. 2. 4. 4 The Accommodation Product †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 37 2. 2. 5 Housekeeping Operations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 41 2. 2. 5. 1 2. 2. 5. 2 In-room Guest Supplies and Amenities †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 49 2. 2. 5. 3 Room Status Codes†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 50 2. 2. 5. 4Types of Guest Requests †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 52 2. 2. 5. 5 3 Housekeeping Department †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 41 Security Procedures †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 55 Food and Beverage Sector †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 57 3. 1 Introduction to the Food and Beverage Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 57 3. 1. 1 Food and Beverage Operations (Hotel)†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7 3. 1. 2 Classification of Food Service Establishments †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 78 iv Introduction to Hospitality 3. 1. 3 3. 2 3. 2. 1 Types of Food and Beverage Services †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 82 Food and Beverage Service Principles †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 86 Basic Knowledge of Menus, Food and Beverage Services and Kitchen Operations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦. 86 3. 2. 2Ambience of an Establishment †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 98 3. 2. 3 Menu Planning and Design †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 110 3. 3 4 Food Safety and Personal Hygiene†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 117 The Role of Technology in the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 240 4. 1 The Development of Technology in the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 240 4. 1. 1 The Importance of Employing Up-to-date Information Technology †¦Ã¢â‚¬ ¦Ã¢ € ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 40 4. 1. 2 The Ways Technological Changes Improve the Operational Efficiency of the Hospitality Industry for Customers, Tourists and Staff †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 242 4. 1. 3 The Property Management System (PMS) in Hotels†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 243 References †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 246 v Introduction to Hospitality 1 Hospitality Industry 1. 1 Introduction to Hospitality Industry 1. 1. 1 The Nature of the Hospitality Industry What is the meaning of HOSPITALITY? There have been different definitions of Hospitality.Broadly speaking, Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink an d accommodation. A contemporary explanation of Hospitality refers to the relationship process between a guest and a host. When we talk about the â€Å"Hospitality Industry†, we are referring to the companies or organisations which provide food and/or drink and/or accommodation to people who are away from home. However, this definition of the â€Å"Hospitality Industry† only satisfies most situations. Can you think of any circumstances where the phrase â€Å"away from home† would not be accurate?Resort hotel 1 Introduction to Hospitality ACTIVITY 1 In groups, consider the hospitality industry in Hong Kong. Discuss the different sectors in the hospitality industry. (Hint: A sector of hospitality industry can be profit-making or non-profit-making. ) You may also give the names of some companies in the hospitality industry. One example has been given in the table below. Work on the table to see which group in your class comes up with the most appropriate examples. H ospitality industry in Hong Kong Sector Products/services provided Example Name of company/ organisation Food and BeverageFood and drink Fast food McDonald’s ACTIVITY 2 Look at the table that your group has just completed and compare the answers with other groups. Have you been to any of the above companies or organisations? What services did you receive from them? Were you satisfied with the way you were treated by the company or its staff? Did they understand what services you wanted? Did they provide what you wanted quickly and accurately? Was the staff member friendly or rude? Based on the discussion above, suggest five qualities or traits that a successful staff member in the hospitality industry should possess.Do you or your group members possess any of these qualities or traits? 2 Introduction to Hospitality 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry In Activity 1, we learned about different types of products and services provided by the hos pitality industry. The physical products of hospitality, e. g. food and drink in a restaurant or the actual hotel room, are products that are sold at a price to the guests or customers (e. g. the price a guest paid for renting a hotel room, or the price a customer paid for buying a meal in a restaurant). These are often regarded as the TANGIBLE aspects of hospitality.However, our experience of the hospitality industry does not only rely on the tangibles. Think about your experience of being a customer in a restaurant or a guest in a hotel. What else, apart from the food in restaurants and the facilities in hotel rooms, do you think can make your hospitality experience more enjoyable and satisfied? A successful hospitality business does not only count on its products and services, but also how they are delivered. The qualities of staff and the way they deliver the service are often more important than the tangible products in making a hospitality experience satisfactory or unsatisfac tory.We call these the INTANGIBLE aspects of hospitality. Can you think of any INTANGIBLE aspects of the hospitality industry? 1. 1. 3 Relationship between the Hospitality Industry and Tourism As we have seen, the hospitality industry includes hotels and restaurants, as well as many other types of organisations or institutions that offer food, drink, shelter and other related services. These products and services are offered not only to people away from home, but also to local guests. A manager in the hospitality industry, therefore, must keep in mind the following three objectives: 1. Making the guests feel welcome personally . Making things work for the guests 3. Making sure that the operation will continue to provide service and meet its budget Apart from local guests, can you think of any other guests who may need services and products provided by the hospitality industry? 3 Introduction to Hospitality ACTIVITY 3 Now work in pairs and follow the instructions below: Tourist A â⠂¬â€œ You are an 18-year-old student from Beijing. You visit Hong Kong for the first time with your cousin who is also from Beijing this summer. As you are a student, you travel on a budget and are planning to come to Hong Kong round trip by train.You plan to stay in Hong Kong for 5 days/4 nights. Tourist B – You are a businessman from Sweden. Your company is a car manufacturer. You come to Hong Kong for an international automobile exhibition. You will fly to Hong Kong and stay for two nights before you fly to Singapore for another business meeting. You will stay in Singapore for two nights before going home. In two minutes, write down as many as possible of the products and services you would require from the different sectors of the tourism industry for your trip. Compare your answers with those of your partner.Do you have different or similar answers? How many of the points you jotted down are similar to those of your partner? Fill in the following table: A young student ( Tourist A) A business traveller (Tourist B) In Activity 3 we learned there are different kinds of tourists. Regardless of what type of tourist they are, they all need shelter and food and drink – the basic hospitality services – at ALL points of the tourism cycle, not just at the destination. This is why hospitality can be referred to as one of the principal dimensions in tourism, along with transportation, specialist shops and leisure activities.Unlike tourism, hospitality, however, serves both tourist and non-tourist needs. To enhance your understanding of the relationship between the hospitality and tourism industry, complete Activity 4. 4 Introduction to Hospitality ACTIVITY 4 The following diagram shows the relationship between the hospitality and tourism industry. Can you think of more services with examples to add to the diagram? Hospitality Industry Tourism Industry Hospitality Institutional/ Welfare Catering e. g. Hospital Catering Commercial Accommodation Ser vices e. g. Hotels, Guest HousesTransportation services e. g. Car Rental, Airlines In Activity 4 we learned the hospitality industry is a part of a wider group of economic activities called tourism. In addition, not all hospitality businesses are profit-making business. In this Unit, we have learned that there are two main business sectors in the hospitality industry: ? Accommodation – To provide accommodation (and usually food and drink) to people who for whatever reason are away from home ? Food and beverage – To provide food and beverage to local, commuting, transient customers and touristsThese two sectors will be covered in more detail in Units 2 and 3 respectively. 5 Introduction to Hospitality 2 Accommodation Sector 2. 1 Introduction to the Accommodation Sector 2. 1. 1 Classification of Accommodation Establishment Guestroom There is no generic rule for classifying accommodation establishments globally. One method is to divide accommodation into two main groups: ? ? Non-commercial Commercial Accommodation Non-commercial Commercial Hotels Private e. g. Private Home Non-profit e. g. Shelter Institutional e. g. University Figure 1: Accommodation structure 6 Introduction to HospitalityThe Hotel Proprietors Ordinance Chapter 158 provides a clear definition of a hotel: Hotel means an establishment held out by the proprietor as offering sleeping accommodation to any person presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received. As Hotel is the predominant type of commercial accommodation in Hong Kong, we, therefore, will discuss in depth about how hotels can be classified. Hotels can be classified by: ? Location: e. g. city centre hotels, suburban hotels, airport hotels and highway hotels/motels ? Function: e. g. ommercial hotels and convention hotels ? Market segment: e. g. resorts, health spas, timeshares/vacation ownership and casino hotels ? Dist inctiveness of property: e. g. all-suite hotels, boutique hotels, extended-stay hotels, historic conversions and bed and breakfast inns ? Price and staff/room ratio ? Size: e. g. under 150 rooms, 151-300 rooms, 301-600 rooms, more than 600 rooms ? Rating (grading) : e. g. one-star to five-star or one-diamond to five-diamond In 2008, the Mobil Travel Guide used its own rating system to give awards to some hotels in Hong Kong, Macau and Beijing. Below is an excerpt from the following web link: ttp://stars. mobilinternationalratings. com/stars â€Å"Mobil Travel Guide, now in its 51st year as one of the oldest and most respected inspection and ratings system in the world, is pleased to announce its 2009 Four- and Five-Star Winners. Representing a landmark in the company's history, 2009 is the first year that international cities have been rated and received Star Awards, and the winners from Beijing, Hong Kong, and Macau are included. In November, Hong Kong and Macau were awarded with the most Mobil Five-Star rated hotels and spas for a given city in the history of the company. † 7 Introduction to HospitalityACTIVITY 5 With the aid of the above web link, list the five-star hotels and spas in Hong Kong as awarded by the Mobil Travel Guide in November 2008. ACTIVITY 6 The Hong Kong Tourism Board (HKTB) has developed its own hotel classification system. Look up the information from the PartnerNet website (http://partnernet. hktb. com/pnweb/jsp/comm/index. jsp) and answer the following questions: a) How does HKTB define the hotels in Hong Kong? b) Does HKTB make public the listing of hotels by category? The following chart shows various types of accommodation used by travellers and their respective characteristics:Name(s) City centre hotels Characteristics These hotels are located within the heart of a city. The type may vary greatly from business, suites, residential, economy, mid-scale to luxury. Local example: ____________________ Suburban hotels Suburban ho tels tend to be smaller properties which usually provide full-service, and locate in suburban area. Local example: ____________________ These hotels are designed especially to accommodate air travellers. They offer a mix of facilities and amenities. The majority offer guests transportation to and from the airport.Local example: ____________________ Airport hotels They are designed for overnight stays for car travellers, often with very Highway hotels/Motels basic facilities. The rooms usually have direct access to an open parking lot. They are often smaller than most hotels. They are located on the outskirts of towns and cities. Local example: ____________________ Convention hotels These hotels can have 2000 rooms or more. In addition to accommodation, they provide extensive meeting and function space for holding conventions. There are banquet areas within and around the hotel complex.Most of them provide an in-house laundry, a business centre, airport shuttle service, and 24-hour r oom service. They are often in close proximity to convention centres and other convention hotels. Local example: ____________________ 8 Introduction to Hospitality Commercial They are located in downtown areas. They tend to be smaller than convention hotels. Meeting and function space are smaller, and there hotels are fewer banquet areas. Local example: ____________________ Resort hotels These hotels are located in picturesque, sometimes remote settings. Guests travel long distance to resorts. Usually, they tend to stay longer.Resorts typically provide a comprehensive array of recreational amenities, as well as a variety of food & beverage outlets ranging from informal to fine-dining restaurants. Local example: ____________________ Spa hotels They are located in resort-type settings or as part of city spa hotels. They provide accommodations, spa treatments, programs and cuisine. Programs offered vary widely. They may include relaxation/stress management, fitness, weight management, grief/life change and pilates/yoga. Spas have professional staff that often include dieticians, therapists, masseurs, exercise physiologists, and in some cases, physicians.Local example: ____________________ Timeshares/ This is a type of shared ownership where a buyer purchases the right to use the property for a portion of each year. In many cases, when the Vacation timeshare is purchased, the buyer receives a deed. This indicates that ownership the buyer can use the property each year at the time specified for the number of years based on the deed and the purchase can be handed down to the buyer’s heirs. Local example: ____________________ Casino hotels They have gambling operations which are the major revenue centres. They also provide live entertainment.A wide variety of luxury amenities, hotel services including fine and casual dining and shopping centres are typically available on site. Local example: ____________________ All-suite hotels The guest rooms in these hotels are larger than normal hotel rooms, with separate areas for working, sleeping and relaxing. A living area or parlour is typically separated from the bedroom, and some properties offer a kitchen set-up in the rooms. The amenities and services can vary widely. They can be found in various locations such as urban, suburban, or residential. Local example: ____________________ 9 Introduction to Hospitality Boutique otels Boutique hotels differentiate themselves from traditional hotels and motels by providing personalized accommodation and services/facilities. They are sometimes known as â€Å"design hotels† or â€Å"lifestyle hotels†. The price varies greatly. They are very different in their â€Å"look and feel† from traditional lodging properties. They are more intimate, and, perhaps, more luxurious, and stand out as an individual. The amenities vary greatly depending on what the hotel’s environment and theme chosen. For example, a boutique hotel may not of fer Wi-Fi Internet, air conditioning, or cable/pay TV if it is focus on comfort and solitude.Local example: ____________________ Extendedstay hotels/ Serviced Apartments These properties cater to guests who stay for an extended period. They usually offer full kitchen facilities, shopping services, business services and limited housekeeping services. Local example: ____________________ Historic conversion hotels These properties have historic significance. They have been converted into lodging establishments with retention of their historic character. Local example: ____________________ They are usually family-owned. They are private homes whose owner Bed and ives on or near the premises and rents out rooms to overnight guests. breakfast inns (B) The paid accommodation typically includes breakfast. A popular term is â€Å"B (i. e. bed and breakfast provided). The host often provides guests with assistance regarding directions, and information regarding the local area including sight seeing suggestions. It is usually located in rural areas and villages. Local example: ____________________ Guest houses Guest houses are similar to bed and breakfast inns. They range from low-budget rooms to luxury apartments. They tend to be like small hotels in bigger cities.Though the facilities are limited, most rooms are air-conditioned with en-suite shower and toilet. Local example: ____________________ Hostels They are very cheap accommodation. The sleeping arrangements are usually in dormitory style and there may also be self-catering facilities on site. Local example: ____________________ They are bedrooms on a ship or train for passengers. Local example: ____________________ Villas/Chalet They are self-catering accommodation in a private bungalow, usually rented to prestigious or renowned guests. In many cases, it refers to a s (usually small cottage with an overhanging roof in a seaside resort, e. . beach found in houses. skiing and Local example: ____________________ bea ch resorts) Cabins 10 Introduction to Hospitality ACTIVITY 7 Based on the characteristics of various types of accommodation listed above, browse the website and fill in a local example. In Activity 7 we learned that a hotel may fall under more than one classification. For example, The Landmark Mandarin Oriental, Hong Kong is a luxury city centre and spa hotel. In addition, different types of hotel will offer different kinds of products and services for their guests and will be run differently to meet their guests’ needs.A luxury hotel may provide more personalised services and facilities that may not appear in a limited-service hotel. Examples include high-speed broadband Internet access, LCD televisions, DVD/CD home entertainment sound systems, 24-hour butler service and in-room dining, and 24-hour concierge and business services. 11 Introduction to Hospitality 2. 2 Introduction to the Hotel Operations Hotel swimming pool Hotel fitness centre 2. 2. 1 Hotel Ownership Another way to classify hotels is by their ownership, which can be: ? Private An independent hotel owned by a person/partnership/private company e. . Shamrock Hotel ? Local group Several hotels owned by a local company e. g. Harbour Grand Hong Kong, The Kowloon Hotel, Harbour Plaza Hong Kong, Harbour Plaza Metropolis, Harbour Plaza North Point and Harbour Plaza Resort City are all owned by Harbour Plaza Hotels & Resorts ? International group A hotel which is part of an international chain of hotels e. g. JW Marriott Hotel Hong Kong is part of the Marriott International, Inc. 12 Introduction to Hospitality Hotel management Hotels can be operated in one of the following ways: ? Independently owned and operatedThese can be independent hotels, with no affiliation, that are being managed by the owners of the properties. ? Management contract Management contracts are hotel management companies which operate properties owned by other entities. In some cases, the hotel owners may arrange to run the ir properties through a management contract with a company that specialises in managing hotels. The reason for this is that the owner may not: – Have the necessary expertise – Desire to become involved in the operation of the hotel Benefits for the hotel management company: – Little or no up-front financing or equity involved Manage the property for the contract period such as five, ten or twenty years – Receive a management fee during the contract period ? Franchising Some investors prefer to use the franchising concept in running the hotel. Franchising in the hospitality industry is a concept that: – Allows interested investors to use a company’s (the franchisor) name and business format – Is made up of properties where the franchisees agree to run the hotel in accordance with the strict guidelines set by the franchisor – Allows a company to expand more rapidly by using others’ capital Benefits for the franchisee: Obta in from the franchisor the expertise in doing business such as site selection, planning, pre-opening training, operations manuals, information management, central reservation system, field support, quality control, purchasing, advertising, marketing, new products and concepts – The franchisee has complete control and responsibility over the daily operation of the property In return, the franchisor receives a joining fee and an ongoing fee from the franchisee. 13 Introduction to Hospitality ? Referrals Referral associations, e. g. Leading Hotels of the World (LHW), offer to hotels similar benefits as franchising, but at a lower cost.Some hotels choose to become a referral property. This means that the property is being operated as an independent hotel in association with a certain chain. These hotels refer guests to one another’s properties and share a centralised reservation system, a common logo, image, or advertising slogan. Hotels pay an initial fee to join a referr al association and further fees are based on services required. As the property has already been physically developed, the owner may want assistance only with marketing, advertising, management, or reservation referral.In addition, guests may find more variation among the referral properties as size and appearance standards are less stringent than those in a franchise agreement. However, every hotel is assessed and checked regularly to ensure that it maintains the highest standards. ACTIVITY 8 State two drawbacks for a franchisee joining a franchise company. ACTIVITY 9 Browse the website and find out two international hotel chains that provide management contract and franchising services to the hotel owners. 14 Introduction to Hospitality 2. 2. 2 The Functions and Departments of a HotelThe day-to-day operations of a hotel are the key factors determining the success or failure of its service. It is necessary to understand the structure of hotels in order to get an overview of how the organisation fits together. General Manager Resident Manager Rooms Division Engineering Security Human Resources Food & Beverage Sales & Marketing Accounts Figure 2: Major departments of a five-star hotel Regardless of the size of a hotel, the organisational structure will be basically the same. It is usually divided into several distinct departments, each responsible for a particular area of work.The larger the hotel is and the more facilities it offered, the more specialised the departments become. For example, the front office and housekeeping department are under the control of the director of rooms. The duties of key executives 1. General Manager The main responsibilities of the general manager (GM) include: ? Providing leadership to the management team ? Coordinating the work of all departments ? Participating in the formulation of hotel policies and strategies ? Leading the hotel staff in meeting the financial, environmental and community responsibilities Assuming full respo nsibilities for the overall performance of the hotel 2. Resident Manager The main responsibilities of the resident manager include: ? Holding a major responsibility in developing and executing plans developed by the owner(s), the general manager and other members of the management team ? Checking on operations, providing feedback and offering assistance when needed ? Completing, reviewing and summarizing statistical reports and sharing them with the general manager ? Assuming responsibilities for the daily operations and management of the hotel 5 Introduction to Hospitality Functions of major hotel departments 1. Engineering The engineering department is responsible for maintaining the physical plant of the hotel such as electricity, plumbing, air conditioning, heating and elevator systems; and for overseeing all mechanical and technical conditions of the hotel. 2. Security Security is an important concern in every hotel. The security department is responsible for implementing proce dures which aim at protecting the safety and security of hotel guests, visitors, hotel employees and the hotel itself.Examples include monitoring surveillance equipments, patrolling the hotel premises and maintaining security alarm systems. 3. Human Resources The human resources (personnel and training) department is responsible for hiring, orientation, training, wages and benefit administration, labour relations, employee relations, and staff development. 4. Food and Beverage The food and beverage (F) department provides food and beverage services to the hotel guests and visitors through a variety of outlets and facilities/services.Examples include lounge, bar, coffee shop, restaurants, banquet service, room service (also called in-room dining) and cake shop. 5. Sales and Marketing The main functions of the sales and marketing department involve generating new businesses for the hotel, coordinating advertising, as well as sales promotions and public relations activities aiming at e nhancing the hotel’s image. 6. Accounts The accounts department is headed by the financial controller who, as a key member of the management team, can guide the hotel to an increasing profitability through better control and asset management.In addition, this department is responsible for monitoring all of the financial activities of a hotel. Examples include overseeing accounts receivable, accounts payable, payroll, and cost control systems of the hotel; keeping records of assets, liabilities and financial transaction of the hotel; preparing the monthly profit-and-loss statement, coordinating with purchasing department and information technology department, and handling guests’ inquiries about billing. The functions of Rooms Division will be covered in detail in Unit 2. 2. 3. ACTIVITY 10Browse the website and find a five-star hotel in Hong Kong/Macau that has a video in English and Chinese promoting its services and facilities to the guests. 16 Introduction to Hospita lity 2. 2. 3 Introduction to the Rooms Division Rooms Division Front Office Department Housekeeping Department Figure 3: Organisation of the rooms division The main source of income for most hotels comes from the rooms division and the food and beverage department. In general, the rooms division comprises two major departments, the front office and housekeeping, which are involved in the sales or services of rooms to guests.The director of rooms is responsible to the general manager for the effective leadership and smooth operation of all departments that make up the rooms division. Front desk counter 2. 2. 4 Front Office Operations The front office is the nerve centre or hub of a hotel. It is the department that makes the first and last impression on the guests, and the place that guests approach for information and service throughout their stays. 17 Introduction to Hospitality Front desk clerk The three main functions of the front office are as follows: 1. Selling rooms 2.Maintain ing balanced guest accounts 3. Providing services and information to guests 2. 2. 4. 1Guest Cycle The operation of the front office department is mainly determined by the type and number of guest transactions which take place during the four different phases of the guest cycle as shown in Figure 4 and listed below: ? Pre-arrival The stage where the guest makes room reservation. ? Arrival The point when the guest arrives at the hotel. ? Occupancy The period during which the guest stays in the hotel. ? Departure The point when the guest checks out and leaves the hotel. 8 Introduction to Hospitality Figure 4: The guest cycle Complete Activity 11 to enhance your understanding of the various types of transactions and services which may occur between the guest and the hotel during different phases of the guest cycle. 19 Introduction to Hospitality ACTIVITY 11 Determine at which stage(s) of the guest cycle the following guest transaction or service could occur. a) Fill in the Answer column below with the correct alphabet (A-D) which denotes the four different stages of the guest cycle. A – Pre-arrival B – Arrival C – OccupancyD – Departure The first one has been done as an example for you. No. Guest Transaction or Service Answer(s) 1. Reservation A 2. Mail and information 3. Transportation 4. Telephone call and message 5. Check-in and registration 6. Flight confirmation 7. Room assignment 8. Safe deposit 9. Issuing of key 10. Baggage handling 11. Maintaining guest account 12. Bill settlement 13. Issuing of breakfast coupon 14. Currency exchange 15. Wake-up call 16. Check-out 17. Booking of theatre ticket 20 Introduction to Hospitality b) When you complete studying this section – 2. 2. Front Office Operations, try this activity again by filling in your answers using the guest cycle provided below. In Activity 11, we have learned that different types of guest transactions and services could occur in the four different phases of the gu est cycle which are being handled mainly by the front office department. The following will explain how different sections of the front office department are being organised to handle these guest transactions. 21 Introduction to Hospitality 2. 2. 4. 2 Front Office Department Front Office Manager Assistant Front OfficeManager Assistant Manager Telephone Services Manager Reservations Manager Front Desk Manager Guest Relations Telephone Supervisor Reservations Supervisor Front Desk Supervisor Telephone Operator Reservations Clerk Front Desk Clerk Chief Concierge Baggage Supervisor Baggage Porter Executive Floor Manager Senior Airport Representative Executive Floor/Business Centre Airport Representative Door Attendant Parking Parking Attendant/Driver Attendant Figure 5 Front office organisation chart of a large hotel Figure 5 shows an organizational chart for a front office.This illustrates the structure and lines of communication which operate within the front office. The front office department is headed by the front office manager (FOM) whose main duty is to enhance guest services by constantly developing services to meet guests’ needs. The FOM performs the following duties: ? Monitoring reservation status ? Looking over market mix and preparing occupancy forecasts ? Determining rate structures and supervising implementation of rate policies ? Reviewing previous night’s occupancy and average room rate ? Reviewing arrivals and departures for the day and the next day ?Making staffing adjustments needed for arrivals and departures ? Reviewing the VIP list, checking VIP rooms, meeting VIPs and entertaining them 22 Introduction to Hospitality (1) Telephone The telephone department is headed by the telephone services manager. The telephone supervisor and telephone operator process all incoming and outgoing calls through the hotel switchboard. Staff in this department generally possesses good language and communication skills. The members need to: ? Prov ide general information regarding the hotel or local attractions to guests over the telephone Place international calls, morning calls and wake-up calls as required by guests ? Administer the paging system of the hotel, which provides a communication service between certain hotel staff and management staff who are not always in their offices ? Administer the in-room movie system of the hotel ? Stay familiar with the names of Very Important Persons (VIPs) in the hotel ? Protect guest privacy by not disclosing room number, guest information and reporting suspicious person ? Communicate weather emergency to management, engineering, security and guests ?Perform the role of communications centre in the event of emergency In order to provide better service, some hotels have introduced the â€Å"one-stop service† with all guest requests being carried out through the telephone department. For example, if a guest called in and wanted to place a booking with the coffee shop, the line w ould be transferred by the telephone operator to the coffee shop in the past. With the â€Å"one stop service†, the telephone operator will take the booking for the guest. This can speed up the booking process and leave the guest a better impression. 2) Reservations The reservations manager takes charge of this section and makes decisions on whether room reservations/bookings should be accepted when the hotel is fully booked. That is, to stop taking room reservations or to allow overbooking of rooms. The reservations supervisor will monitor closely all the room reservations taken and report to the reservations manager when abnormal situations happen. For example, there is a larger number of room cancellations than usual. The reservations clerk will: ? Handle reservation request and prepare reservation confirmation slips ?Request guests to confirm or guarantee their room reservations ? Keep records of the details of each reservation and the number of room reservation taken for each night ? Provide the front desk with details of room reservation due to arrive the next day ? Prepare VIP lists ? Update guest history records Reservations may originate from different sources: ? Direct reservation via telephone, fax, letter, e-mail or Internet ? Reservation network systems such as Leading Hotels of the World (LHW) ? Travel agents ? Tour operators ? Meeting planners ? Walk-in 23 Introduction to HospitalityWhen a reservation request is accepted, the details of the room reservation such as guest name(s), staying period, room type and rate, method of payment, guest contact information and special requests will be recorded on a reservation form, as shown in figure 6, and in the computer. It is common practice for hotels to overbook during peak season in order to ensure full occupancy as some guests are likely not to show up. Overbooking refers to a situation when the hotel takes more reservations than the number of its rooms to accommodate. Therefore, reservations clerk will request guests to guarantee their booking during peak season.For guaranteed reservation, hotel will hold the room for the guest overnight or during the guaranteed period as the guest has prepaid for the room and no refund will be given if the guest does not show up. By contrast, a non-guaranteed reservation means that the hotel will hold the room until a stated cancellation time, normally up to 6 p. m. on the arrival date and then release the room for sale if the guest does not arrive. 24 Introduction to Hospitality RESERVATION FORM ________ ____________________ Title ___________________ Surname First Name __________________ Second Name Arrival Date: Departure Date: Flight/Time:Flight/Time: No. of Persons: No. of Rooms/Room Type: Room Rate: _____________________________________ Corporate Discount Travel Agent Airline Discount Discount Courtesy Package Discount Transportation Required: Airport to Hotel Hotel to Airport Round Trip Billing Instruction: Guest A/C Room on Comp any All Expenses on Company Other: __________________ Guaranteed By: Company letter/fax/e-mail Fax Deposit Credit Card No. : ________________________________ Expiry Date: ____________ Company Name: Telephone/Fax no. : Reserved by: E-mail Address: Confirmation: Yes/No Remarks: Approved by: Taken by: Date: Figure 6:Reservation form 25 Introduction to Hospitality (3) Concierge The concierge comprises of a large group of uniformed staff, including: ? Chief Concierge ? Airport Representative ? Driver ? Parking Attendant ? Door Attendant ? Baggage Porter ? Baggage Supervisor The chief concierge is the overall in charge of this section. He/she normally works at a desk in the main foyer. The following guest services are provided by the concierge: ? Providing information/advice on hotel products/services, entertainment, attractions, sightseeing tours and local restaurants ? Confirming airline passages and purchasing airline tickets Reserving tables at restaurants and tickets to shows ? Arran ging the hire of hotel limousine and other transportation service such as a private jet ? Handling guest requests and inquiries, e. g. shopping request and an inquiry concerning the direction to a local bank Airport Representative Duties include: ? Greeting hotel guests at the airport ? Arranging hotel transportation for guests from the airport to the hotel ? Answering inquiries from guests about the different means of transportation available from the airport to the hotel such as airport express train, airport shuttle and bus ?Taking hotel room bookings ? Assisting departing guests at the airport ? Liaising with airlines for special arrangements such as wheelchair for guests and the handling of guest baggage lost by the airlines Driver Duties include: ? Taking guests to and from the airport ? Acting as personal driver for guest upon request such as taking guest to his office or for sightseeing tour Parking Attendant Duties include: ? Parking cars for guests patronising the hotel ? Assisting the door attendant in ensuring that traffic at the main entrance is smooth 26 Introduction to Hospitality Door Attendant Duties include: Greeting all new arrivals ? Providing door service to guests ? Summoning baggage porter to assist arriving guests ? Calling taxis and providing the hotel address card for guests ? Paying taxi fare on behalf of the hotel guests who do not have local currencies ? Directing traffic and parking of vehicles at the main entrance In general, the door attendant works outside the hotel’s entrance. Hotel entrance Baggage Porter (Bell Attendant) Duties include: ? Handling guest baggage in and out of the hotel ? Escorting check-in guests from the front desk to their rooms and introducing facilities in the room Running errands for the executive office and hotel guests such as going to the post office buying stamps/sending parcels, doing grocery shopping and obtaining visa to China for guests ? Delivering to guest room newspapers, mail, fax, mes sage and parcel, etc ? Handling storage of guest baggage/belongings for late check-out, next arrival or outsiders to pick up Baggage Supervisor (Bell Captain) Duties include: ? Answering telephone calls from guests regarding luggage pick up from room ? Assigning baggage porter to handle the guest baggage ?Receiving guest article, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the guest room ? Handling guest requests for postal services such as collecting the postage fee of sending a parcel from the guest 27 Introduction to Hospitality (4) Front Desk (Reception) The front desk is headed by the front desk manager whose main duty is to ensure that the hotel achieves the highest possible level of room occupancy and the maximum revenue. Front Desk Supervisor (Reception Supervisor) Duties include: ? Overseeing the smooth running of the front desk ? Compiling duty roster Greeting important guests (VIPs) ? Assigning rooms to guests ? Dealing with group arrivals ? Handling guest requests such as room change and complaints not being able to be handled by subordinates Front Desk Clerk (Receptionist) Duties include: ? Greeting the guest ? Providing information and promoting hotel facilities and services to guests ? Checking in the guest ? Maintaining guest account ? Checking out the guest ? Administering the safe deposit system of the hotel ? Providing foreign currency exchange service to guest Registration (Check-in) The purposes of registration include the following: Recording the arrival of guest ? Confirming the personal details of guest ? Satisfying legal requirements Stages of registration ? Preparing for guest arrival such as check for arrivals with special requests ? Greeting the guest ? Determining the room rate and assigning room ? Assisting guest to complete the registration form ? Checking guest’s method of payment ? Handing over mail, message, article received before guest arrival and breakfast coupon (if app licable) to guest ? Issuing room key to guest ? Escorting guest to the room and introducing room facilities as required by individual hotelFigure 7 shows the sample of a completed registration form. During the process of registration, the front desk clerk will request to see the guest’s identity card or passport to check if the guest is an alien, for verification purpose. When all formalities are completed, the front desk clerk will issue the room key to the guest. The baggage porter will then take the guest’s baggage and escort the guest to the guest room. 28 Introduction to Hospitality Guests who arrive at the hotel without having made a reservation are known as walk-ins. It is common practice for hotel staff to obtain from the guest a ubstantial deposit or credit card imprint before checking the guest into the hotel. ACTIVITY 12 Mr Christie, a walk-in guest, will stay in your hotel for one night only and will be fully responsible for all charges incurred. As a front desk clerk, how would you explain to the guest that you have to collect one night room rate (HK$2,000. 00) + 10% service charge + prevailing government room tax (e. g. 3%) + an extra HK$ 1,000. 00 for hotel signing privileges from him as the deposit for check-in? 29 Introduction to Hospitality Registration Form Guest Name: Welcome to Parkside HotelMr. Brent David Ritchie Number : 8200 River Road Date of Birth: 11 Oct 77 Nationality: Canadian Passport No. : Address: Room 1718 JP089556 Richmond BC Canada V6X 3P8 Tel/Fax No. : E-mail Address: [email  protected] com Destination: Engineer Arrival Date: 12 Sep 07 Flight/Time: Occupation: Next CX839/20:55 Company Name: Canada Departure 14 Sep 07 Date: CX838/16:35 Flight/Time: Room Type: Deluxe Suite No. of Nights: 2 Room Rate: $2300 (HKD) No. of Guests: 1/0 Room rate is subject to 10% (Adult/Child) Service Charge & 3% Government Tax Payment Method: VISA MASTER CUP AMEX CASH JCBDINERS OTHERS: ____________________ Guest Signature: Brent D . Ritchie I understand that the guest signature on the registration form is authorized for use of the credit card on the file for payment of my account for this and future stays. I agree that my liability for this bill is not waived, and agree to be held personally liable in the event that the indicated person, company, or other third party billed fails to pay part or all of these charges. Express Check Out Service: I hereby authorize Parkside Hotel to charge my credit card for all expenses pertaining to my stay. *Express