Учебное пособие с методическими указаниями и тестами для текущего и промежуточного контроля для студентов заочного отделения
Скачать 1.04 Mb.
|
| http://www.moscow-hotels.net/chain-hotels/
Franchising in the Hotel Industry The best-known names in the hotel industry, Holiday Inn, Hampton Inn, Courtyard by Marriott, Sheraton, Ramada, etc., are not directly in the lodging business. They are franchising companies. Names such as JHM Enterprises, White Lodging, Starwood, Sunburst Hospitality and many others that are seldom recognized by hotel guests, are actually hotel companies. This is the nature of franchising, and it creates an opportunistic relationship between hotel companies and their franchisors.
Although they differ in purpose, and often have conflicting goals, hotel franchisees and franchisors have a symbiotic relationship. They need each other to survive. Obviously, a franchisor has no source of revenues without the hotel owners who are its clients. Conversely, a hotel owner has a strong need for the franchisor because we live in an extremely brand-conscious society. Franchises differ in many ways. Some franchises offer more services than others. For instance, Holiday Inn has a large skilled and well-equipped support staff for its franchisees to use. In comparison, Red Carpet provides comparatively little in terms of training, staff and technology. Some franchises represent upscale hotels while others represent mid-market or economy product. For instance, Hilton Garden Inn has only high quality new hotels in its system while Ramada represents a wide range of product. The basic fees associated with a franchise are royalties. A royalty is the fee charged for the use of a brand name. In the hotel industry, royalties are typically in the range of 3 to 5 percent of room revenues. They vary depending on the value of the brand and some peculiarities of the market. Self-check
UNIT 2 INTERPERSONAL COMMUNICATION Vocabulary Practice Vocabulary File
Reading
Interpersonal Communication in Tourism and Hospitality Industry The tourism industry involves many interpersonal contacts. A tourism industry staff is required to communicate with customers when providing service. In addition, communication in the tourism industry usually involves people from different countries and of different cultural backgrounds. They do not know each other, nor do they have enough time to develop a close friendship. Therefore, if a service staff can communicate with his/her customers effectively, it will not only create a friendly and comfortable atmosphere, but also allow the customers to experience politeness and hospitable reception. Tourism industry must provide tourists with quality service etiquette in addition to the provision of products and services such as transportation services, accommodation services and recreational facilities. Therefore, quality customer service etiquette is one of the essential factors for tourism industry in meeting the customers’ demand for service satisfaction. In hotels typical guests’ services involve providing the guest with information and special equipment and supplies, that’s why, asthe centre of front office activity, the front desk is responsible for coordinating guests’ services. Front office personnel needs to respond knowledgeably to guests’ requests for information. Common guest questions may include:
Excellence in Hospitality For a hotel to achieve excellence in hospitality, many guest relations skills must be learned by the employees who will be delivering the services. Each basic skills of hospitality will serve as a beginning to achieving this excellence. These are:
Smiling Smiling when dealing with guests helps to create a friendly atmosphere. By smiling the clerks are showing the guests that they are glad they chose this hotel for their stay. A smile says” We’re glad, you’re here!” Greeting Greeting a guest includes smiling as well as aneye contact. For example, if the guest’s name is not known, “Sir, or Madame’ is the appropriate address. Conversing A guest’s name should be used as many times in the conversation as possible. People love to hear their name; it is a very positive form of recognition. Telephone etiqutte The telephone should be answered as quickly as possible, certainly by the third ring. No one likes to be put on hold, but when this is necessary, the guest should be thanked for waiting. Assistance When the guest arrives at the hotel and during his or stay, the guest should know that the employees are there to assist with his or her needs. Whenever the employee speaks with a guest, the employee should end the conversation with the statement, “Please call on me if I can be of any further assistance.” Attention Providing attention to the guest is enhanced by the little extra in guests’ interactions. For instance, when guests return to the hotel at the end of the day, they should be welcomed back. It is these little things that make the guest feel at home. When the guests are around they should not be ignored. Employees must remember to chat with the guests, not their co-workers. Positive endings Upon departure from the establishment, guests should be thanked for staying at the hotel and told how much they are wanted back again. Sometimes such as “Please stay with us again” and “Have a nice trip home” or “Enjoy the rest of your vacation” help to ensure that the guest will depart with a smile. Positive Attitude Having a positive attitude means that the employee has the desire to consistently provide excellent service to the guests. It is the manager’s responsibility to create the kind pf atmosphere that satisfies the guests’ needs. Positive Decisions “Think before speaking or acting” is a rule that every person – expecially those in the service business – should follow. Employees must be taught to be objective when making decisions. This includes keeping their emotions under control at all times. |
Похожие:
 | Учебное пособие предназначено для студентов дневного и заочного отделения юридического факультета и включает рекомендации для организации... |  | Учебное пособие предназначено для студентов гбпоу ио «иттриС» заочного отделения, обучающихся по специальностям тора, тэпс и опут.... |
| Учебно – методическое пособие по выполнению обязательной контрольной работы для студентов заочного отделения | | А4 в компьютерном оформлении. Решение задач и ответы на теоретические вопросы должны быть коротко, но четко обоснованы. При решении... |
| Вопросы к экзамену, практические задания, список источников и литературы для студентов третьего курса очного и заочного отделения... | | Вопросы к экзамену, практические задания, список источников и литературы для студентов третьего курса очного и заочного отделения... |
| Практикум по уголовному праву. Особенная часть: Учебное пособие для студентов заочного отделения. Уфа: риц башГУ, 2013. –81 с | | Практикум по уголовному праву. Особенная часть: Учебное пособие для студентов заочного отделения. Уфа: риц башГУ, 2013. –81 с |
| Методическое пособие предназначено для обучающихся заочного отделения по специальности 080114 "Экономика и бухгалтерский учет (по... | | Учебное пособие по английскому языку для студентов заочного обучения экономических специальностей |