Hospitality Management: A practical introduction

Deseré Kokt

Description

The hospitality industry fulfils an important role in providing a variety of products and services to paying customers. Due to the demanding and service-oriented nature of the industry, it is imperative that the owners and managers of these establishments are adequately informed about the managerial and operational challenges they face. The aim of this book is to provide a practical introduction to a variety of components that can contribute to the success of hospitality establishments. The practical nature of the book is valuable for all types of hospitality establishments, including guest houses, lodges, B&Bs, restaurants, bars and hotels.

Sujets

• Littérature Sud-Africaine
• Littérature sud-africaine
• Front office
• Back office
• Décor
• Tourism
• Human resources
• Interior design
• Hospitality management studies
• Foodservice
• Hospitality management

Informations

• Publié par: UJ Press
• Date de parution: 01 janvier 2015
• Nombre de lectures: 0
• EAN13: 9781920382698
• Langue: English
• Poids de l'ouvrage: 4 Mo

Extrait

EDITOR Deseré Kokt

EDITOR Deseré Kokt

Hospitality Management – A practical introduction

Published by Sun Media Bloemfontein (Pty) Ltd.

Imprint: SunBonani Scholar

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Copyright © 2015 Sun Media Bloemfontein and the Authors

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First edition 2015

ISBN: 978-1-920382-68-1 (Print) ISBN: 978-1-920382-69-8 (e-book) DOI: https://doi.org/10.18820/9781920382698

Set in Futura Lt BT 11/14 Cover design, typesetting and production by Sun Media Bloemfontein

Research, academic and reference works are published under this imprint in print and electronic format.

This printed copy can be ordered directly from: [e-mail] The e-book is available at the following link: https://doi.org/10.18820/9781920382698

S Contents V

Introduction .....................................................................................................

Theme 1 | Human resources management –Deseré Kokt................................ 1. Introduction ............................................................................................... 2. Human resources management in the hospitality industry ............................... 3. Basic Conditions of Employment Act (75 of 1997): Sectoral Determination 14: Hospitality Sector, South Africa ......................................... 4.Summary...................................................................................................

i

x

1 1 1

5 11

Theme 2 | Front and back office management –Christine Boshoff................... 13 1. Introduction ............................................................................................... 13 2. Front of house section ................................................................................ 14 2.1 Front office manager .................................................................................. 14 2.1.1 Front desk agents ....................................................................................... 15 2.1.2 Reservations agent ...................................................................................... 17 2.1.3 Night auditor ............................................................................................. 18 2.2 Uniformed services manager ....................................................................... 18 2.2.1 Switchboard agent ...................................................................................... 19 2.2.2 Porter ........................................................................................................ 19 2.2.3 Concierge ................................................................................................. 20 2.3 Food and beverage division ........................................................................ 20 2.3.1 Food and beverage manager ...................................................................... 20 2.3.2 Restaurant employees ................................................................................. 21 3. Back of house ............................................................................................ 22 3.1 Executive chef ........................................................................................... 22 3.2 Kitchen employees....................................................................................... 23 3.3 Maintenance manager ................................................................................ 24 3.3.1 Maintenance agents ................................................................................... 25 3.3.2 Gardeners ................................................................................................. 25 4. Executive housekeeper ................................................................................. 26 4.1 Inspector ................................................................................................... 26 4.2 Room attendants ........................................................................................ 27 4.3 Laundry manager ....................................................................................... 29 4.3.1 Laundry attendants ..................................................................................... 30 5. Summary ................................................................................................... 30

Theme 3 | Financial controls and budgets –Lisa-Mari Coughlan...................... 1. Introduction ............................................................................................... 2. Financial planning ...................................................................................... 3. Budgets ....................................................................................................

33 33 33 34

3.1 3.2 3.3 4. 5. 5.1 5.2 5.3 6. 6.1 6.2 6.3 7. 8.

Cash budget ............................................................................................. Pro forma statement of financial performance ............................................... Budgeted statement of financial position ....................................................... Accounting cycle ........................................................................................ A basic accounting system ........................................................................... Daily accounting activities ........................................................................... Weekly accounting activities ........................................................................ Monthly accounting activities ....................................................................... Value‑Added Tax (VAT) ............................................................................... How does VAT work? .................................................................................. Who must register as a VAT vendor? ............................................................ How to register as a VAT vendor .................................................................. Financial control ........................................................................................ Summary ...................................................................................................

Theme 4 | Food service control systems –Jacques Ras..................................... 1. Introduction ............................................................................................... 2. Types of food service systems ....................................................................... 2.1 The conventional food service system ........................................................... 2.2 The commissary food service system ............................................................. 2.3 The cook‑freeze food service system ............................................................. 2.4 The cook‑chill system .................................................................................. 2.5 The convenience food service system ........................................................... 3. Integrated food service components ............................................................. 3.1 Menu ........................................................................................................ 3.2 Standardised recipes ................................................................................... 3.3 Costing a menu item .................................................................................. 3.3.1 Calculating a selling price ........................................................................... 3.4 Food production planning ........................................................................... 3.4.1 Volume forecasting .................................................................................... 3.4.2 Standard yields .......................................................................................... 3.5 Food administration procedures ................................................................... 3.5.1 Stocktaking ................................................................................................ 3.6 Purchasing ................................................................................................. 3.7 Ordering ................................................................................................... 3.7.1 Purchasing the proper quantities .................................................................. 3.8 Receiving ................................................................................................... 3.8.1 Quality control in the receiving function ....................................................... 3.9 Storing ...................................................................................................... 3.10Issuing....................................................................................................... 3.11 Food service .............................................................................................. 4.Summary...................................................................................................

Theme 5 | Beverage management –Fezeka Judith Mavuso............................. 1. Introduction ...............................................................................................

36 37 37 38 39 39 40 40 41 41 41 41 42 43

53 53 54 54 54 54 55 55 57 57 57 60 62 64 65 65 65 66 72 76 77 78 79 82 85 87 89

91 91

2. 2.1 2.2 2.3 2.4 2.4.1 2.4.2 2.4.3 2.4.4 2.4.5 2.4.6 5. 6.

The bar service ........................................................................................... 91 Workstation and bar setup .......................................................................... 93 Garnish preparation ................................................................................... 98 Serving alcohol .......................................................................................... 100 Types of alcoholic beverages ....................................................................... 101 Spirits ........................................................................................................ 101 Liqueurs ..................................................................................................... 103 Aperitifs ..................................................................................................... 103 Sparkling wines and champagne ................................................................. 103 Wine ......................................................................................................... 105 Beer .......................................................................................................... 108 Some cocktail recipes ................................................................................. 108 Summary ................................................................................................... 111

Theme 6 | Health, safety and hygiene –Yvonne Maluleke-Makubalo113 .............. 1. Introduction ............................................................................................... 113 2. Health ....................................................................................................... 113 3. Safety ........................................................................................................ 114 3.1 Common accidents in food service units ....................................................... 116 3.2 Emergency evacuation ................................................................................ 117 4. Hygiene ..................................................................................................... 117 4.1 Personal hygiene when handling food .......................................................... 118 4.2 Medical examination of employees .............................................................. 119 4.3 Hygiene for food service units ...................................................................... 119 4.4 Operational hygiene for food service areas .................................................. 121 4.5 Operational hygiene measures in storage areas ............................................ 123 4.6 Pest control ................................................................................................ 124 4.7 Compiling a cleaning schedule ................................................................... 124 5. Summary ................................................................................................... 124

Theme 7 | Culture, religion and food rituals –Zorada Hattingh....................... 127 1. Introduction ............................................................................................... 127 2. Christianity ................................................................................................. 127 3. Judaism ..................................................................................................... 127 4. Islam ......................................................................................................... 130 5. Black South Africans ................................................................................... 131 6. Hinduism ................................................................................................... 132 7. Vegetarianism ............................................................................................ 133 8. Summary ................................................................................................... 133

Theme 8 | Protocol and etiquette – Jeanine Nothnagel ................................... 135 1. Introduction ............................................................................................... 135 2. Protocol and etiquette in an accommodation establishment ................................ 135 2.1 Before the visit ........................................................................................... 137 2.2 Welcoming guests ...................................................................................... 137

2.3 2.4 2.5 3. 4. 5.

Make the stay an enjoyable experience ........................................................ 138 Departure .................................................................................................. 138 Telephone protocol and etiquette ................................................................. 138 Cultural differences .................................................................................... 141 Different types of guests .............................................................................. 141 Summary ................................................................................................... 142

Theme 9 | Design and décor considerations –Marianne le Roux..................... 145 1. Introduction ............................................................................................... 145 2. Elements and principles of design ................................................................ 146 2.1 Lighting ..................................................................................................... 151 2.2 Flooring .................................................................................................... 153 2.3 Wall coverings ........................................................................................... 156 2.4 Furniture .................................................................................................... 157 2.4.1 Furniture arrangement ................................................................................ 157 2.4.2 Accessories ................................................................................................ 158 3. The star rating system for accommodation establishments ............................... 159 3.1 Building exterior ......................................................................................... 160 3.2 Bedrooms .................................................................................................. 161 3.3 Bathrooms ................................................................................................. 164 3.4 Shared areas ............................................................................................. 165 3.5 Dining areas .............................................................................................. 166 3.6 General issues ........................................................................................... 168 3.7 Housekeeping ............................................................................................ 169 4. Summary ................................................................................................... 170

Theme 10 | Tourism and local attractions – Johan Hattingh ............................ 173 1. Introduction ............................................................................................... 173 2. Strategies to enhance the knowledge of staff at accommodation establishments ............................................................................................ 174 2.1 Familiarisation trips .................................................................................... 175 2.2 SA Specialist programme ............................................................................ 175 2.3 Tour guides ................................................................................................ 176 2.4 The role of the local tourism information centre or visitor information centre ... 176 2.5 Information days by tourist attractions ......................................................... 177 2.6 Affiliation to relevant accommodation/tourism associations ............................ 177 2.7 Regular tourist awareness programs ............................................................. 177 2.8 Interacting with provincial tourism department .............................................. 178 2.9 Dedicated tourist information staff in the workplace ...................................... 178 2.10 Sharing information in the workplace ........................................................... 178 3. Summary ................................................................................................... 178

Biographic notes .............................................................................................. 181

S Introduction and outline V

Scope of te book The tourism and hospitality industry plays and increasingly important role in creating and ensuring sustainable employment. Major sectors in the South African economy like mining and agriculture face insurmountable challenges especially pertaining to labour unrest and continuous wage strikes. Despite this turmoil, the tourism and hospitality industry has grown and continues to create much needed job opportunities. The aim of this book is to provide a practical perspective on the management and operational issues hospitality establishments face on a daily basis. The practical nature of the book is valuable for all hospitality establishments, including guest houses, lodges, B&B’s, restaurants, bars and hotels. The contributors to the book have an impressive combination of industry experience and theoretical knowledge to convey a practical approach to hospitality management.

Structure of te book

heme 1:

heme 2:

Human resource management Deseré Kokt Due to the complex and challenging nature of the hospitality industry many challenges exist that revolve around human resource issues. Employees represent the core of any hospitality establishment and it is imperative that their issues and concerns are addressed by management.

Front and back office management Christine Boshoff This theme provides and overall perspective on what front and back office management implies and articulates the roles and duties of the various positions within an hospitality establishment.

IX

heme 3:

heme 4:

heme 5:

heme 6:

heme 7:

Introduction and outline

Financial controls and budgets LisaMarie Couglan Financial controls and the process of budgeting is a crucial activity in any organisation. This theme aims to provide a concise guide on the financial planning and budgeting aspects that should be considered by hospitality establishments.

Food service control systems Jacques Ras This theme deals with various food service systems, as well as the administrative controls that need to be considered by hospitality establishments.

Beverage management Fezeka Judith Mavuso Beverage management is the heart of the hospitality industry and this theme focus on the operational issues associated with beverage management.

Healt, safety and ygiene Yvonne MalulekeMakubalo The importance of health, safety and hygiene in hospitality establishments are expressed in this theme, as well as the applicable legislation that governs these issues.

Culture, religion and food rituals Zorada Hattingh Different cultural and religious groups have different orientations towards food and food preparation. This theme relates the various cultural and religious rituals of patrons that might visit your hospitality establishment.

X