TS208 Satellite Tutorial 4

1. TS208 Satellite Tutorial 4 Topics: • Assignment 1 • Test 1 • Front office & Yield management • Food production operations • Assignment 2 TS208 Satellite Session 4

2. Assignment 1 • Systems definition • Discussion its application in hotel operations • Statement whether it can/ will work and add value in hospitality TS208 Satellite Session 4

3. Assignment 1 • Systems parts vs hotel departments • Aspects: GSV, hierarchy, interaction, SMC, Cohesion • Principles: reaction, adaptation, connected variety, limited variety, preferred patterns, cyclic progression TS208 Satellite Session 4

4. Assignment 1 Hotel Objectives: • Quality services & products • Profit • Competitiveness • Responsibility • People dependency, customer orientation TS208 Satellite Session 4

5. Test 1 Q4 • Process choice and layout for the restaurant operation in case • Job shop – multi functional, product and service set up • Process layout – service oriented set up, stations, POS, seating TS208 Satellite Session 4

6. Test 1 Q5 Resort depts. and respective products: • FO > Check in> paper • F&B > Food > ingredients • Guest Activities > Scuba > Petrol TS208 Satellite Session 4

7. Test 1 Q6 Stores: Product continuity: EOQ, supplier, selection, storage space, bin cards Quality: PS, temperatures, hygiene, cleanliness, stock rotation TS208 Satellite Session 4

8. Test 1 Q9 EMS: • Policy – what we will do • Benchmark- affiliation • Tasks – what must be completed/how • Analysis – results vs plan TS208 Satellite Session 4

9. FO & YM • Information – room sales generation • Tangibility of product • Check in & Check out • Combination of : • Customer, Information and manufacturing processing (guest service agent. GOs & GEs - gracious organizers/employees) TS208 Satellite Session 4

10. The Front Office Team TS208 Satellite Session 4

11. Yield Management (YM) • “..the maximising of sales revenue from rooms available” (Jagels, 2007, pg. 282). Yield %? 81.6 (1960/2400 x 100) Actual: 200 + 270 + 240 = $710 Maximum: 100 x 10 = $1000 Actual: 420 + 240 + 300 = $960 Maximum: 140 x 10 = $1400 Actual: $1960 Maximum: $2400 TS208 Satellite Session 4

12. Yield Management (YM) How can rooms occupancy & revenue be maximised? • Overbooking can address: • Duration and itinerary control • Market segment pricing TS208 Satellite Session 4

13. Topic tutorial Check in, Check out, Mail, Information, Luggage, Safe, Messages • Identify and discuss an example for the following operations at front office: • CPO • IPO • Whether it is a product or a service, discuss how QUALITY can be established and maintained. Reservation, Billing, Cashiering, Foreign Exchange, Schedules, Hotel Products, Activities TS208 Satellite Session 4

14. System Operating Objectives • Procedures: • Supplier selection • Stores and inventory management (Purchase Specification (PS) & Bin cards) • OHS & HACCP training • Team selection (HR), job specification • Skills development and leadership ability TS208 Satellite Session 4

15. Recipe Card 480/1000x3.60/1 3.29/6 0.55/0.33 cstgs TS208 Satellite Session 4

16. Assignment 2 A: EMS policy for Tree Top Resort & Spa • Policy – what will be achieved • Benchmarks – Renewable energy • Tasks – solar power 100% • Comparison – actual vs planned TS208 Satellite Session 4

17. Assignment 2 B: • American buffet breakfast menu • Table d’hote: set menu, choice/option, vegetarian, inclusive price • Wine selection: for main of menus, white meat white wine, red meat red wines TS208 Satellite Session 4

18. Assignment 2 C Scripts: For all tasks listed Differentiation, control, consistency, training/induction Telephone Script: • Smile • Must answer before the 3rd ring • Always say: “Tree Top Resort & Spa, How may I help you” TS208 Satellite Session 4