1. Hospitality
Mock 2018

3. Accommodation ratings
Star ratings
Diamond rating
Self catering
Caravan park star rating
You will need to know the difference between them and know what how each rating is different.

4. Star and Diamond Ratings
Star ratings refer to hotels and diamond ratings refer to guest houses.
You may be asked to describe the facilities offered by a range of establishments.
Generally the more they offer the more stars or diamonds they have.

5. Diamond ratings
Can you describe the facilities a seaside guest house offer?
Band B, comfortable rooms, maybe a theme, family rooms, not many, no reception, family run.
Depending on the diamond rating a seaside guest house would offer a range of rooms but not many, maybe only four or five. They will be comfortable and nicely decorated. They offer bed and breakfast and some may offer evening meals if requested. The breakfasts are usually cooked to order as there are not many guest. It is usually the owner of the house that does the cooking and looks after the guests. Most rooms will be en suite but some of the lower star ratings may have to share a bathroom. As they are at the seaside they may have a themed dining room which reflects the area with memorabilia from local places. They have personal customer care showing attention to customer needs. They generally do not have a reception.

6. Star ratings
Can you describe the different features of a 3 and 5 star hotel
3 – basic rooms, near motorways or in city centre, swimming pool room service , car park, restaurant.
5 – excellent rooms, service, luxurious, famous chef, valet, concierge, room service 24/7, fitness centres, business centres
A three star hotel will offer comfortable accommodation and are often situated near motorways or in city centres. They are often used by business people who are attending meetings. The rooms and reception are nicely decorated and offer a degree of comfort. Internet access may be available at extra cost. They have basic tea and coffee making facilities in the room and there will be a restaurant for meals. They will often have a buffet type breakfast and evening meal. They may have a small health suite and swimming pool. Room service will be limited and may be charged for.
A five star hotel will have excellent first class service and accommodation. It may be set in luxury surroundings. They often have famous chefs and more than one restaurant. The food will be of a very high standard and it will offer a an la carte menu as well as a t’able d'hôte. It will have valet parking, concierge, 24 hour room service at no extra cost. The rooms will be larger and well decorated. They will include wi-fi, tv on demand and may also have a min bar in the room. They will have a well equipped gym and swimming pool with sauna and jacuzzi.. They will also offer excellent business rooms for meeting s and weddings.

8. 4 * Hotel

9. Test your knowledge

10. Job roles Learn the job role of the following:-
Concierge - work in reception, they may park your car and will book taxis and tickets for shows. They have a good knowledge of the area and what is on offer and can advise customers what to see. You can also leave your luggage with them after you have checked out if you are not leaving the area straight away.
Porter - There is usually a day porter who will help you take your luggage up to your room and help prepare rooms for events. As well as deliver things to the rooms when requested. The night porter will answer the phone, man reception if no receptionist is on and deal with room service.
Chambermaid - A chambermaid is one of the people who clean the bedrooms ready for the customers. They will change the beds and replace the towels. They will clean the rooms and make sure any toiletries, clean glasses, drinks and coffee and tea making facilities are replenished. J

11. Job Roles
Waiter - A waiter or waitress or wait staff will serve the customers with food and drink in the restaurant. They will clear away the dirty cutlery and crockery and set up the restaurant ready for service. They will pass on any complaints to the head waiter.
Wine waiter - Will serve the wine to the customers at their tables. They have a good knowledge of the wines and can recommend different wines for each dish. They will also work with the chef and restaurant manager and order the wines and help to produce the wine list.
Assistant receptionist – Will work on reception, take customer bookings, deal with customers, make up the bills for customers, relay information to the restaurant , kitchen and housekeeper.
Conference manager- Is in charge of meetings in the hotel They will take the bookings and ensure everything is ready on the day. They will be the person who greets the organiser, passes on relevant information and checks everything is ok throughout the day. J

12. Job Roles The job role of the head housekeeper
Team leader, rotas, check rooms, order, liaise with maintenance and reception, deal with complaints, training
The head housekeeper is the person in charge of cleaning and preparing the rooms for guests and for meetings and events. They will organise staff rotas as they are the team leader for this area. They will tell the staff which rooms need cleaning and which ones only need a quick check. They will ensure all rooms are ready for the guests and that any requests for extra towels or pillows are met. They will liaise with reception to see which rooms will be empty and when they need to be ready for. They will order products such as shampoo for the rooms and make sure the tea and coffee making equipment is ok. They will also speak to maintenance about any repairs that need doling to ensure the rooms are ready for the guests. They are also responsible for making sure rooms are ready and cleaned for events and meetings.

13. Job Roles
Describe the role and responsibilities of the hotel manager (8 marks)
Discuss the importance of staff training in a hospitality establishment
( 6 marks)

14. Job Roles Briefly describe the job role of the following:- Concierge
Porter
Chambermaid
Waiter
Wine waiter
Assistant receptionist
Conference manager
( 4 marks for each one)
Test your knowledge

15. Teamwork
Describe why teamwork is important in the hospitality industry.
Faster, easy, help, share ideas, on time, happy customers, know what to be done.
Teamwork is important in the hospitality industry as it helps to get things done quicker when you work as a team. If you work together it is easier to get things done and you can help each other, for example if you have finished you can help someone else and share the workload. You can share ideas and ensure you get things done on time. If things are done on time then the customers will be happy with the service. Also if you work as a team and someone is off you will know what needs to be done and someone can take on the role of the person who is away.

16. Teamwork What qualities do you need to be a team leader?
Communication, time keeping, organisation, helpful, knowledgeable, training, confident.
The qualities needed to be a good team leader are good communication skills so that you can relay information to the rest of the team. You should also have good time keeping and be flexible as you may have to work long hours and at short notice. You should be organised and know what is expected from you, this will help to ensure the work is done on time. You should be helpful and able to advise others when they are unsure of what to do. You should have a good knowledge of the job and be able to train others. You will also need to be confident as you will have to speak to all members of the team. J

18. Menu Planning There is always a question on menu planning.
You will need to know what affects your choices when planning menus.
Think about how you planned your menu for the event.
What did we need to consider?
Who was the menu for?
What special diets did we plan for?
These questions are usually worth a lot of marks.

19. Can you describe the following types of menu…
A set menu for a function (2 marks)
Take away menu (2 marks)
A la carte (2 marks)
T’able d’hote ( daily menu) (2 marks)
Fast food menu (e.g. McDonalds) (2 marks)

20. Legislation
RIDDOR (1995) – This deals with injuries and reporting injuries.
COSHH (2002) – This deals with substances that could be hazardous to health.
Health and Safety and Work Act (1974) Deals with ensuring the workplace and staff are safe.
DATA Protection Act. Protects the customers information - The DATA protection act requires all establishments' to be registered with the DATA protection register. This means that guests can be informed of where their personal data is being kept, know what details are being kept, know why the data is being kept and who will have access to it. The reception staff must be aware of their responsibilities as they are responsible for the guests security and the security of the information they hold for example credit card details.

21. Environmental issues
How can a hotel show customers they have an environmental policy?
By having posters up around the hotel, many have them in lifts. They can also put signs in bathrooms asking customers to shower rather than bathe and re use towels.
Why should a hotel have an environmental policy?
To help save the planet. To encourage guests to do the same. It is a government requirement. To save money by reducing waste, re using things where possible and recycling.
Discuss how a hotel can conserve (save) electricity and water.

22. Conserving electricity and water
Discuss how a hotel (establishment) can conserve (save) electricity and water.
Electricity – lights, key cards, heating, air con, bulbs, advising guests, thermostat.
Water – towels, showers, flush, taps, drinking water, washing up, washing
A hotel can conserve electricity in a range of ways. They can use key cards that only turn the lights on when they are in the slot at the side of the door. They can have lights in corridors that are set of by sensors so they only come on when someone is actually in the corridor. They can only put the heating on when it is cold and only use the air conditioning when needed. They can use energy saving lighbulbs in all rooms and advise guests to turn things like televisions off when they are not in use. The heating can also be thermostatically controlled so that is cuts off when the room reached temperature. They can save water by asking guests to use towels more than once and to take showers rather than baths as it uses less water. They can have dual flush toilets or put hippo bricks on them to save water. They can have taps that only set out small jets of water when washing hands. They can only serve water on tables when customers ask for it and lastly they can re use washing up water to water the gardens or use economy wash cycles for bedding and towels.

23. Customer Care and Customer Service.
There is usually a question on customer care and customer service.
You should understand how to give good customer care and why it is important.
Customers will return.
They will tell their friends and family.
Business will improve.
Business can expand.
Employ more staff.

24. Complaints Procedure
Every establishment has a complaints procedure, it is important that complaints are dealt with quickly so that customers will return.
Apologise
Take details
Refer to team leader
Solve
Offer something free

26. Different types of communication:
Verbal Non-verbal- unspoken for example body language. Written Telephone Fax Internet-Internet, , web. Different types of communication are needed in different circumstances. E.g. some customers may have communication difficulties- partially sighted or blind, deaf or hard of hearing. The main purpose of staff employed in the industry is to look after customers’ needs. Good communication= a successful business and happy customers.

27. Can you name the facilities available?

28. Motorway services are part of the Hospitality industry
1.What services are available? You need to know at least 3.
2. Can you discuss how catering staff at the services can make sure that the food choices they offer meet the needs of:
Multi-cultural customers
Customers who require healthier options

34. Risk Assessment
A summary of what could cause harm to people. The 5 steps of risk assessment.
It is carried out in the following way:
Identify risks and hazards E.g. Fire risk
Decide who might be harmed and how. E.g. Member of staff, customers or delivery staff. They might collide, have hot oil spilt on them, fall over boxes or get an electric shock.
Evaluate the risks and decide what precautions needs to be taken.
Record the findings and implement them. E.g. Arrange regular maintenance of equipment, put warning signs up, train staff in the correct use of equipment
Review risk assessment and update when necessary. E.g. have regular Health and safety meetings that include six monthly reviews of all risk assessments.

37. Good luck!! MOCK EXAM IS 5th March 2018