START Chapter 14.2

14.2 Menus and POS Equipment

      Restaurant Menus
The menu is the first and best marketing tool a lodging restaurant can have
The menu dictates what resources are needed
The more complex and varied the menu, the more expensive the restaurant operation
When planning a menu consider these factors:
     -What is the target market of the restaurant
     - What type of food, beverages, and services will be offered
     - Location of the property
     - Transportation and parking accommodations and facilities
     - Competition
How the menu will affect
   Labor- an adequate number of qualified employees with the appropriate skills
   Equipment- equipment must be available to produce all items on the menu
   Space- adequate square footage is required for all equipment and other needs
   Layout and design- the menu affects space and equipment necessary for production
   Ingredients- recipes, ingredients important, should be readily available at costs that support      selling
   Time- the menu will affect timing of food production and service
   Cost implications- equipment, space, personnel, and time concerns can all be translate into costs
All food and beverage employees are able to answer the following questions:
    - What are the ingredients?
    - How is it prepared?
    - How large are the portions?
    - What goes with it?
    - What does it taste like?
    -What may guests substitute for this item?
    -What cannot be substituted for this item?
Food and beverage employees make a point to sample as many of the items offered as possible.
Employees also explain any words on the menu a guest may not understand
Food and beverage employees tell guests what specials are offered without making them wait.

      Point-of-Sale Equipment
A point-of-sale (POS) system is made up of a number of POS units, usually found in the property’s restaurants, gift shops, room service stations, and front desk area.
A POS system will either be manual, electronic, or computerized.
Majority of POS systems are computerized
Electronic and computerized POS units store information in their memory and print the check
The paper used in the printers is called tape, because it is usually three to five inches wide and looks like a calculator or adding machine tape. The tape may have two or three layers of paper.
Computerized POS units in different food and beverage outlets may be liked to each other or the front desk.
Most properties program the keys on point-of-sale
Most computerized point-of-sale units require employees to sign onto the system










14.2 Questions

1. List five of the seven areas of a food and beverage operation that will be affected by the restaurant menu
Time, Cost implications, Ingredients, Layout and Design, Labor, Space, Equipment

2.Why should food and beverage employees be familiar with how menu items are prepared?
Guests will often ask questions

3.What should food and beverage employees be prepared to do when a particular item on the menu is not currently available?
A suggestion for another item

4.List the three types of POS systems
Manual, electronic, or computerized

5. Describe how programmed keys on POS equipment can make a food and beverage employee’s job easir
It is automatically added to a guest’s folio.

START Chapter 14.1

14.1 Getting to Know the Food and Beverage Division
 
       The Food and Beverage Division
The food and beverage division is a very important revenue center for a lodging property.
Typically 3nds only to the rooms division in the amount of revenue
The primary departments that make up the food and beverage division of most large lodging properties include:
      -Banquet and catering- responsible for banquets and special functions
      - Culinary operations- responsible for food production
      - Stewarding- responsible for ware-washing, clean-up, and purchasing
      - Restaurant operations- responsible for food service in all food outlets
  
       Types of Food Service Operations
Many hotel food and beverage operations including: gourmet and specialty restaurant, coffee shops, lounges or dining rooms in which live music or shows are performed, room service, combined banquet and meeting room facilities

       Food Service Positions
Some basic foodservice positions are: restaurant server, banquet server, banquet setup person, bus person, kitchen steward, room service attendants

       Restaurant Servers
Restaurant servers take guest orders then serve food and beverage to guests.
Responsibilities include: preparing for service, greeting guests, taking the order, serving the order, creating a friendly atmosphere where guests can enjoy themselves, closely monitoring guests’ alcohol consumption, completing service, helping co-workers as needed

       Banquet Servers
Banquet servers try to exceed guest expectations
Banquet servers are responsible for: preparing for service, inspecting tables for cleanliness and proper setup, greeting guests, serving food and beverages, completing service, breaking down function rooms and service areas, keeping a count of the number of guests served, helping take inventory
Banquet Servers rely heavily on banquet event orders (BEOs). BEOS tell them what the banquet is and what needs to be done

       Banquet Setup Persons
Banquets are special events at a lodging property.
Banquet setup employees are responsible for:
   -Setting up function rooms according to banquet event orders and property policies
      - Cleaning and maintaining all function rooms
     - Using, cleaning, and maintaining department equipment
   - Handling audiovisual equipment for functions (at some lodging properties, an outside company      handles this)
   - Breaking down function rooms and service areas

       Bus Persons
The primary job of a bus person is to set and clear tables and help restaurant servers and guests as much and whenever possible.
Responsible for: preparing tables for service, prepping side stations, condiments, and silverware, busing soiled linens, dishes, glasses, and silverware from tables, assisting servers and  guests to ensure total guest satisfaction
They may be the earliest arriving employees, because they are expected to help set up for service


  Telephone Courtesy
Guests will call restaurants to make reservations, ask questions, or to order food or room service
Food and beverage employees try to make every caller feel important by being friendly, polite, and professional on the telephone

         Taking Restaurant Reservations
When taking a reservation, food and beverage employees:
     -Greet the guest warmly. If its’ a phone reservation, they answer within three rings, and use       proper phone etiquette. If someone is making a reservation in person, they welcome him or her            to the restaurant.
Find out:
      - The name the reservation will be under
      - Whether the guest wants a booth or table, if both are available
      - The date and time of the reservation
      - The number in the party
      - Whether there are any special requests
      - The guest’s phone or room number
      - Whether a smoking or non-smoking room is desired, if it is legal to smoke in a restaurant
      - Repeat the information back to the guest to make sure it is correct. Spell names for the guest
      - Thank the guest for calling. They initial the reservation in case someone has questions

  Tipping Policies
Sharing tips with other food and beverage employees is one way to recognize that excellent service is impossible without the efforts of all food and beverage employees.
Restaurants may handle tips:
     - Employees are allowed to keep all of their individual tips.
     - Employees share their tips with a few specific co-workers, such as the server, bus person
     - All employees combine their tips, which are then divided evenly

14.1 Questions
1. What departments can be found in the food and beverage division?
 Banquet and Catering, Culinary Operations, Stewarding, Restaurant Operations

2. List three types of food service operations that may be found on a lodging property.
 Coffee shops, Room service, Gourmet and specialty restaurants

3. Why is it important that ALL food and beverage employees are familiar with how to take   reservations?
    Successful restaurants at lodging properties can get very busy. The host or hostess may need help

4. List the three common tipping policies used in lodging restaurants.
- Employees are allowed to keep all of their individual tips.
     - Employees share their tips with a few specific co-workers, such as the server, bus person
- All employees combine their tips, which are then divided evenly

START Chapter 11.1

11. 1 Getting to Know the Maintenance Worker

What is a Maintenance Worker?

A maintenance worker makes certain that guest are able to experience a pleasant nights’ stay in a room that is free from any malfunctions or problems that can complicate the guest’s visit.
A maintenance worker  is also responsible for maintaining  the function of all areas of the lodging property premises.

Superior Performance Standards
The condition of the guestrooms and guest areas at a lodging property should enhance each guest’s overall lodging experience
Some of the standards of maintenance workers are:
-Behave professionally within the property
-Properly maintain, service, or repair the various areas, equipment, and machinery of the lodging property
-Greet warmly any guests encountered on the property
-Respond quickly to guests’ maintenance requests
-Practice appropriate safety procedures at all times
A maintenance worker’s alertness keeps the property in excellent condition.

Working as a Team
Inform front office employees whether any maintenance work will affect guest’s movement through the property
Inform the front office and housekeeping when a room will be unavailable for sale or for cleaning
Inform the front office and housekeeping when a room is available for sale or cleaning

Preventive Maintenance
Preventive Maintenance (PM) is the practice of inspecting, servicing, adjusting, or performing minor repairs to machinery, and areas of a lodging property before major damage or malfunctions occur.
A few of the benefits to a preventive maintenance program are;
Decreased maintenance costs. Maintenance workers save the cost of having to repair the equipment or damage, or perhaps, making costly replacements if damage is beyond repair
Decreased downtime for maintenance workers. By maintaining a PM schedule, they will always have duties to perform on property as opposed to waiting for the next maintenance request
Decrease in maintenance requests. Maintenance workers can reduce the future likelihood of having to make repairs.
Preventive maintenance is scheduled for the areas of the property that are most crucial to guest satisfaction, safety and security, and to the performance of other departments’ duties.
Maintenance workers often perform PM during time periods when day-to-day lodging operations and guests’ comfort will be least disrupted
Maintenance workers refer to their checklist as the preventative maintenance log to store their checklists and to also document  when the preventive maintenance is scheduled and complete













Key Control


Never leave a master key in a door’s lock, and never set it down; bell attendants keep their master keys with them at all times.
If anyone- even a supervisor- asks to borrow the key, bell attendants send that person to the front desk- they don’t loan their key to anyone
Always turn in the key before leaving a property for any reason.
Report any lost keys immediately to the front desk.

Security and Safety
Maintenance workers are a key part of a lodging property’s security system.
Maintenance workers can watch who comes in and out of the property and can look for unusual situations or people who seem suspicious or out-of-place
By regularly checking and testing the smoke alarms on property, maintenance workers ensure that a destructive, potentially fatal fire does not spread across the property

Maintenance Worker Duties
The primary job of a maintenance worker is to keep the lodging property in good repair.
Duties include:
Performing preventive maintenance on guestrooms and public areas
Handling maintenance requests from guests or co-workers
Maintaining pars of all necessary maintenance supplies
Repairing damage to the property
Maintaining the physical structure of the property

11.1 Questions

1. What is the primary responsibility of a maintenance worker?
The primary job of a maintenance worker is to keep the lodging property in good repair.

2. List three benefits that can be derived from a good preventive maintenance plan
Decreased maintenance costs, decreased downtime for maintenance workers, decrease in maintenance request

3. What should a maintenance worker do if a supervisor has requested his or her master key?
Send them to the front desk

4. Lists tasks that maintenance workers are responsible for.
Performing preventive maintenance on guestrooms and public areas
Handling maintenance requests from guests or co-workers
Maintaining pars of all necessary maintenance supplies
Repairing damage to the property
Maintaining the physical structure of the property

START Chapter 8.3

8.3 Providing Guest Service as a PBX Operator

Using Guestroom Equipment and Amenities
PBX operators should be familiar with each type of guestroom and its special equipment and amenities.
Some things the PBX operator should known: Wireless Internet service, radio, free television channels, and pay movie channels, heating, ventilation, and air conditioning system, in-room mini- bars, in-room hot tubs, in-room safes

Maintain and Use the Guest Information Directory
Properties provide a directory, usually located at the front desk, when details many local restaurants, attractions and recreation options.
The guest information directory is usually a set of file folders or a three-ring binder with tabs.
PBX operators know how the information is organized so they can use it to turn quickly info.
Directory should include: special events, art and cultural attractions, theaters and cinemas, night clubs and entertainment, shopping centers, restaurants, lounges and taverns, recreation and hobby activities, transportation, medical services, personal services, business services, map of the area

 Process Guest Mail, Packages, Telegrams, Faxes, and Messages
It is important guests receive their correspondence quickly and accurately.
For packages, many properties will use a date and time stamp to answer questions about how promptly these items are delivered.
All packages marked as “priority” or sent overnight delivery or by priority mail should be treated as urgent.

  Respond to Questions
PBX operators are a guide to guests visiting the property for the first time.
PBX operators first listen carefully to guests to find out what they want to know. They ask questions to clarify, if necessary, and always give help with a clear and helpful tone of voice.
It may be necessary for PBX operators to get help from a co-worker if they are unable to make a suggestion.
Guests may ask for information about function times and locations of meetings or events both on and off property.
In situations where a guest requests a service that another department provides, the PBX operator should coordinate with that department to make sure the guest’s need is met. A guest should not have to call the department themselves.

   Give Directions
It is important for PBX operators not only be familiar with how to get around the local area, but also be skilled at providing good directions.

  Help Guests Make International Telephone Calls
International guests often need some assistance in  placing a telephone call back home. PBX operators place the call for them.
PBX operators typically need the following information: international access code, country code, city code, local number
PBX operators are careful when dialing the numbers.

 Respond to Dissatisfied Guests
The PBX operator is more likely to interact with a dissatisfied guest than other positions on the property.
PBX operators should listen intently to the details of the complaint.
PBX operators should stay calm and do not react angrily or argue with the guest
PBX apologize to the guest and acknowledge the guest’s feelings, regardless of who’s at fault.
PBX operators never argue, criticize, ignore, or challenge a guest’s complaint.
It does the property a favor when guests complain.
PBX operators take appropriate action by thanking the guest for bringing the problem to their attention and informing the guest that the problem will be resolved.

8.3 Questions

1. List four guestroom items that a PBX operator should be able to show a guest how to use.
   In-room safes, In-room hot tubs, In-room mini-bars, heating, ventilation, and air conditioning

2. Where should a PBX operator look for information about a group meeting happening on property?
   The weekly functions sheet

3. List the four items of information a PBX operator should have when placing an international call.
    International Access Code, Country Code, City Code, Local Number

4. What is the first thing a PBX operator should do when receiving a call from a dissatisfied guest? What is the second thing?
   Listen intently to the details of the complaint, then apologize to the guest and acknowledge the guest’s feelings

START Chapter 8.2

8.2 Performing PBX Operator Functions
    
     Use the Front Office Computer System
The PBX operator often has a list of abbreviations and code words the computer uses. Memorizing the list will increase speed, skill, and confidence.
The PBX operator has a personal access code for using the PBX and the computer system.

     Use the Switchboard

The front office telephone system consists of the main switchboard and the multi-line telephones at  the front desk, in reservations, at the bell stand, and throughout the front office area.

    Use the PBX Information Directory
PBX workstations provide: emergency phone numbers, fire, bomb-threat, and weather-emergency procedures, power failure and switch failure procedures, medical emergency procedures, paging system number assignments and paging instructions, directions to the property from major airports and highways, department manager home phone numbers, facility hours, telephone problem and procedures manual, daily and weekly schedule of all property functions, Daily IP list

   Restrict Guest Telephones
At times it may be necessary to restrict the telephone service of cash-only guests, minors, or high school or college groups.
The PBX operator can restrict guests’ phones via the switchboard or computer, depending on the phone system in place.
Phone Restrictions include: area code, fully restricted, hotline to console, six-digit toll restrictions

  Process Wake-Up Calls
Wake-up calls are extremely important guest service.
If a guest does not receive a wake-up call and oversleeps, a formal complaint is sure to follow. Many guests will call PBX operators from their room to request a wake-up call
Record the following information on a Guest Call Sheet
    -The day and date the call will be made
    - The guest’s name and room number
   - The exact time of the wake-up call
The guest ALWAYS hangs up first
Respond with something like : Good morning, Mr. Smith, its 7:30, enjoy your day”
Manual wake-up calls are tracked as they are made. This is done by highlighting or drawing a line through the guest’s name and room number. The operator  signs his or her initials next to each guest’s name after the guest has been called.

   Follow Guest Privacy and Security Measures
A PBX operator has a responsibility for helping ensure that property guests enjoy privacy and security.
There are several ways that PBX operators help protect the guest. They include:
       -Protecting room numbers
       - Protecting Guest information
       - Reporting suspicious people









   Use Pagers, Two-Way Radios, and Public Address Systems
PBX operators have a number of communication devices.
Pagers or beepers- small electronic devices that are assigned a telephone number and beep or buzz when they are called. Some pagers are exclusively for receiving phone numbers, while others can receive voice messages.
Two-Way Radios sometimes called walkie-talkies, these radios must be kept in good condition because they are often needed in emergency situations. They are called two-way because the open channel can receive and send messages; however, the transmit button must be released in order to hear the other party’s response.
Public address system- the PA system is usually used only in the case of an emergency.
 
    Keep the PBX Area Organized and Clean
If the PBX station is clean and orderly is not only professional, but enables PBX operators to more effectively do their jobs.
File paperwork from a completed activity before beginning a new one. This will help prevent confusion from mixed-up papers. Knowing where to file copies of posting slips, telephone vouchers, occupancy reports, guest mail or messages, and registration cards is a necessity.
Maintain a stock f necessary supplies, arranged neatly. Usually, backup supplies are maintained on a par stock basis. Daily supplies should be drawn from these par stocks.
Keep the PBX station clean and orderly by cleaning while working. Throw out or recycle useless papers, dust the equipment and desktop frequently, and pick up any trash in the work area. If trash cans fill up, empty them. If the desk is unusually messy, with a lot of trash or special cleaning needs contract the housekeeping department.


8.2 Questions

1. Where can the PBX operator find the code words that the front office computer system uses?
The PBX operator often has a list of abbreviations and code words

2. List four items of information usually found in the PBX information directory.
Medical emergency procedures, facility hours, emergency phone numbers, daily VIP list

3. When placing wake-up calls, why is it important to allow multiple rings?
To ensure they get up; and if they are in the shower, then they can hear it

4. List two uses of a property’s public address system.
Emergencies; locating guests or making general announcements

5. When is the best time to clean the PBX station?
While working

START Chapter 8.1

8.1 Getting to Know the PBX Operator

The primary job of a PBX operator is operating the property’s telephone switchboard.
The PBX operator is the primary source of information for property guests and employees.
Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity, Enthusiasm, Integrity, Tact, Pride
Friendliness. When talking on the telephone, the PBX operator relates information to the caller a and attitude. A cheerful voice will make all callers feel welcome.
Confidence. A PBX operator is familiar with the property and is ready to answer any questions about its services and amenities.
Thoughtfulness. Operators must remember that they may be talking with people of different backgrounds and education levels. They speak with callers on their level and are always polite, never talking down to anyone.
Clarity. It is embarrassing if a listener must ask for a statement to be repeated. A PBX operator pronounces words carefully, and speak at a normal rate-not too fast and not too slow.
Creativity. PBX operators creatively solve problems whenever possible by using their skills and knowledge to offer ideas others may not have thought of.
Enthusiasm. PBX operators should be sold on the property. If not, how can a guest be sold on it? They must project the positive things about a property.
Integrity. PBX operators are honest if they do not know the answer to a caller’s question. They admit it, and offer to find the answer.
Tact. It is better to say nothing than to say something that’s inappropriate.
Pride. PBX operators take pride in their property and in their work. This pride is reflected in their voice. This pride instills interests and confidence in the caller.

 Working as a Team
PBX operators can be excellent team players by:
   -Helping front desk employees make wake-up calls
   -Telling engineers about needed repairs.
  - Learning the location and hours of operation of restaurants, lounges, health clubs, and other areas of the property to help guest enjoy everything available.
  - Processing all business calls in an efficient, courteous manner.

8.1 Questions

1. What is the primary job of the PBX operator?
   Operating the Property’s telephone switchboard

2. List the nine qualities that make up an excellent PBX operator.
    Characteristics of PBX Operators: Friendliness, Confidence, Thoughtfulness, Clarity, Creativity,   Enthusiasm, Integrity, Tact, Pride

3. Why is it important for pride to be reflected in the PBX operators’ voices?
     Instills interests and confidence in the caller

START Chapter 13.5

13.5 Cleaning Public and Employee Areas

This information is from the START second edition book. The book is by the American Hotel and Lodging Educational Institute. ISBN: 978-0-86612-330-3 Copyright Infringement is not intended.

Public space cleaners find themselves performing their duties in every area of the hotel except guestrooms.

Clean Public and Employee Restrooms 
Public and employee restrooms are an important task that is performed by public space cleaners.
A guest or employee will be unsatisfied with the property's restroom being dirty.
Public space cleaners use a daily function sheet to monitor the rest rooms on days of important events.

Clean Public Telephone Areas
Public phones include pay phones, house phones, and public fax machines.
When cleaning a phone you need to use an approved disinfectant and a damp cloth.
As a public space cleaner you are expected to look for graffiti on or found around the phones. People will sometimes write phone numbers and other valuable and crucial information on the wall.
If a public space cleaner comes across credit cards or other personal articles next to the telephone they need to be immediately turned in to the lost and found department.
A property should properly replace, as needed, notepads, pens, and telephone directories around the phone.

Clean Coat Check Areas

The tasks involved with cleaning coat check areas are: collecting trash, straightening coat hangers on racks, sweeping and mopping hard wood floors, vacuuming carpets and rugs, dusting, and securing the area.

Clean the Front Office and Lobby Areas
As we have learned in previous chapters the lobby is one of the most visible areas in a hotel.
Areas that are typically found in the front office area are: the front desk, the reservations office, and the PBX office.
Do not get in the way of guests, front desk employees, or night auditors.

Clean Floors and Empty Trash in Shops and Game Rooms
Shops and game rooms require a good bit of cleaning in a property.
If the shop is not contracted out the public space cleaner may not assume responsibility.
Clean the floor, Vacuum carpets and upholstered furniture, dusting open walls, baseboards, and game machines, cleaning the display windows and entry door

Clean and Supply Guest Exercise Facilities
An example of an amenity that is found among lodging properties is guest exercise facilities.
If the exercise facility is available guests do expect them to be cleaned and well-maintained.
When cleaning the guest exercise facility public space cleaners need to follow bloodborne pathogen safety procedures. A public space cleaner is responsible for picking up used towels and empty trash containers.
Sweat, or perspiration, can cause the buildup of what can be offensive odors that is why it is crucial and of high importance that exercise equipment and the carpet be disinfected on a regular basis.

Clean and Supply the Pool and Changing Rooms
Typically, maintenance is responsible for assuming the responsibility of treating and cleaning the pool.
The public space cleaner will clean the perimeter around the pool, the changing rooms, and the shower areas.
At no point in time should there be china or glassware near the pool. Watch for any broken glass.
Pool furniture needs to be wiped daily with a warm, damp cloth with a mild detergent. Then rinse the furniture.
The pool deck and surrounding areas need to be kept free of any extra water during times of use to prevent slipping and falls.
A wet vacuum in large areas while small areas can be dried using a dry mop or cloth.

Clean Employee Cafeteria and Break Areas
The employee cafeteria and break rooms are important to the well-being of employees at the hotel.
A kitchen steward may be assigned to tidy-up and clean the employee cafeteria.
Pubic space cleaners may: remove trash and wash trash cans, clean tables, chairs, and other furniture, clean floors, clean the surrounding area


Clean Executive and Administration Offices
When cleaning executive and administrative offices public space cleaners should practice professionalism to the extreme.
A public space cleaner under no condition should review confidential material nor remove material from the office or work space.
Public space cleaners should work quickly and quietly.
If a public space cleaner sees or hears anything while cleaning they are not to discuss anything they seen or heard with employees, guests, friends, or anybody in general. It is not their business or responsibility to tell employees of what is going on.
Office cleaning tasks include emptying trash, vacuuming carpet, dusting, disinfecting telephones, straightening furniture, and cleaning the door.

Clean Sidewalks and Parking Lot Areas
The exterior of a property is equally as important to the interior.
The exterior of a property really helps to determine rather a guest will stay at a property. It is the first visual appearance of the property the guest sees. If the guest sees in the brochures from the hotel and they are a nice up-scale hotel, then guests expect to see that when they arrive.
Public Space cleaners often are assigned to clean the sidewalks and parking lot areas.
An oil absorbent powder can be sprinkled on oil spots in the parking lot.
A wide push-broom is used to sweep sidewalks.