Urgent
Human beings have many complex need. Our basic need include food, clothes, warmth and safety: social needs are belonging, affection, fun and relaxation esteem needs for knowledge and self-expressions
Non urgent
Wants is he form taken by human needs as they are shaped by culture, Wants are how people communicate their needs
Its important to know the difference between wants and needs
All persons have the same basic human needs:
To feel welcome
To feel comfortable
To be understood
To feel important
Wednesday, April 21, 2010
Characteristics for good customer service
Politeness
When greeting guests, you can use body language to convey a polite and friendly manner - smile and maintain eye contact
Willingness
Always go that extra step for guests. lend a hand when they are struggling, be thoughtful and helpful at all times
To assist
Assist all guests at all times in any way they require
Prompt service
Always work in a prompt manner for example: if you are not sure about something tell the guest you'll find out and report back to him immediately
When greeting guests, you can use body language to convey a polite and friendly manner - smile and maintain eye contact
Willingness
Always go that extra step for guests. lend a hand when they are struggling, be thoughtful and helpful at all times
To assist
Assist all guests at all times in any way they require
Prompt service
Always work in a prompt manner for example: if you are not sure about something tell the guest you'll find out and report back to him immediately
Reporting lost and found property (reception)
Reporting to supervisor
The item should be taken to the lost and found department, where the supervisor/manager will record the item in a file and indicate what it is, where it was found, time and date and by whom. The supervisor will then phone the owners and ask them to briefly describe the item that they have lost (if it is indeed theirs). Further arrangements will then be made
Details of property
When property/items are found details must be recorded in a file. There you must indicate, what it is, where it was found, time and date, and by whom. Any further details must also be written down eg if its a camera, the product make, model, if there's any extras eg batteries, memory card or extra cables. Everything must be written down
Holding
Lost and found personnel should store a found item until it is claimed by the owner or for the lenght of time designated by law. Lost and found items should be secured according to management policy. In some states the hotel has legal rights to sell unclaimed property if the owner does not respond to letters or other appropriate form of contact within a stipulated lenght of time
The item should be taken to the lost and found department, where the supervisor/manager will record the item in a file and indicate what it is, where it was found, time and date and by whom. The supervisor will then phone the owners and ask them to briefly describe the item that they have lost (if it is indeed theirs). Further arrangements will then be made
Details of property
When property/items are found details must be recorded in a file. There you must indicate, what it is, where it was found, time and date, and by whom. Any further details must also be written down eg if its a camera, the product make, model, if there's any extras eg batteries, memory card or extra cables. Everything must be written down
Holding
Lost and found personnel should store a found item until it is claimed by the owner or for the lenght of time designated by law. Lost and found items should be secured according to management policy. In some states the hotel has legal rights to sell unclaimed property if the owner does not respond to letters or other appropriate form of contact within a stipulated lenght of time
Keys ( reception)
For security reasons most lodging properties use at least three types of keys:
Master keys
Emergency keys
Individual keys
Emergency keys
Opens all guestroom doors, even when they are double locked - that is locked with a standard door lock and a device operable only from within the guestroom. Emergency keys should be highly protected, and never removed from hotel properties, They should be strictly controlled and recorded.
Master keys
A master key opens all guestroom doors that are not double locked. When not in use a master key should be secured in a designated place for safekeeping. Only authorized personnel should have access to master keys. Keys are issued to personnel based on their need to use the key, not simply on their rank of status. It would be impractical for all housekeeping room attendants to have a master key for each room they service
Guestroom keys
Opens a guestroom door so long as it is not double locked. Front desk agents, should not give guestroom keys to anyone who is not registered in that room. The front desk agent should check appropriate identification to ensure that the person requesting the key is the guest registered in that room. In addition front office agents should remind guests to hand in keys before checking out
Sondela keys system
Grand master key
Every key for every department, office, chalets and Makhato houses
Master key
Keys for all the departments:
Reception, maintenance, food and bev, accommodation, guesthouse, wild life centre, caravan park, Moselesele
Sub master key
Keys for all entrances to departments, no office keys. eg keys for reception but not for offices, tills, petty cash or safes
Floor master keys
For supervisors, keys for restaurant, fridges but not for safes
Section master keys
(receptionist) keys for your own till and personal work station
Master keys
Emergency keys
Individual keys
Emergency keys
Opens all guestroom doors, even when they are double locked - that is locked with a standard door lock and a device operable only from within the guestroom. Emergency keys should be highly protected, and never removed from hotel properties, They should be strictly controlled and recorded.
Master keys
A master key opens all guestroom doors that are not double locked. When not in use a master key should be secured in a designated place for safekeeping. Only authorized personnel should have access to master keys. Keys are issued to personnel based on their need to use the key, not simply on their rank of status. It would be impractical for all housekeeping room attendants to have a master key for each room they service
Guestroom keys
Opens a guestroom door so long as it is not double locked. Front desk agents, should not give guestroom keys to anyone who is not registered in that room. The front desk agent should check appropriate identification to ensure that the person requesting the key is the guest registered in that room. In addition front office agents should remind guests to hand in keys before checking out
Sondela keys system
Grand master key
Every key for every department, office, chalets and Makhato houses
Master key
Keys for all the departments:
Reception, maintenance, food and bev, accommodation, guesthouse, wild life centre, caravan park, Moselesele
Sub master key
Keys for all entrances to departments, no office keys. eg keys for reception but not for offices, tills, petty cash or safes
Floor master keys
For supervisors, keys for restaurant, fridges but not for safes
Section master keys
(receptionist) keys for your own till and personal work station
Procedures for dealing with simple first aid tasks
Shocks - Signs are: faintness, sickness, clammy skin, and a pale face. Keep person comfortable and warm, cover person with blanket.
Cuts - Cover immediately with a waterproof dressing, stop bleeding as soon as possible with direct pressure - pressure points
Electric shock - Switch off current, if not possible, free person by using dry material such as cloth, wood or rubber, treat any burns as above
Fractures - Person should not be moved, medical assistance should be obtained
Burns - Place injured part under slow running cold water, if serious, burns should be covered with clean cloth and patient should be taken to hospital immediately
Fainting - Occur after long period of standing in a hot kitchen, raise legs slightly above level of the head
Cuts - Cover immediately with a waterproof dressing, stop bleeding as soon as possible with direct pressure - pressure points
Electric shock - Switch off current, if not possible, free person by using dry material such as cloth, wood or rubber, treat any burns as above
Fractures - Person should not be moved, medical assistance should be obtained
Burns - Place injured part under slow running cold water, if serious, burns should be covered with clean cloth and patient should be taken to hospital immediately
Fainting - Occur after long period of standing in a hot kitchen, raise legs slightly above level of the head
Prevention and Procedures for dealing with fires
In order to avoid fires constantly be on the look out for hazardous items or objects that could lead to a fire
Fire hazardous:
Blocked extractor fans
Loose wires
Water coming into contact with wires
Incorrect storage of chemicals
Guest and staff negligence
Procedures for a fire
1. Remain calm
2.Dont run or panic
3.Turn off main power supply
4.Raise alarm
5.Ask for assistance
6.Don't use elevators
7.Use correct extinguishers
8.Follow emergency signs and exits
9.Don't return for personal belongings
10.Assist guests and fellow workers as far as possible
Types of fires
Combustible materials - Wood, paper, linen, table cloths
Flammable liquids - Petrol, diesel, spirt lamps
Live electricity - Computers, generators, music systems
Flammable metals - Magnesium, sodium
Flammable gasses - Methane, propane
Discovery of a fire
1. Call fire brigade
2.Do not panic
3.Warn other people
4.Don't jeopardise your own safety or others
5.Follow instructions of establishment
6.If small fire, use correct extinguishers
7.Close doors and windows, turn off gas, electricity and fans
8.Don't wait for fire to get out of hand before calling brigade
Tuesday, April 20, 2010
Main implications of any legal requirments relating to health and safety for employers and employees (F&B)
The main reason is to protect the employer as well as the employee, and to ensure a safe and healthy working environment.
Sondela nature reserve consists of an health and safety committee where they have a suitable meeting place and ensure that records are kept for a period of at least 3 years.
Employers responsibilities
Employers have responsibilities for the health and safety of their employees. They are also responsible for any visitors to their premises such as customers, guests, suppliers and general public.
All employers no matter what size of the establishment must:
*Make the work place safe
*Prevent risks to health
*Ensure that machinery, equipment and utensils are safe to use and that safe working practices are set up and followed
*Make sure that all materials are handles, stored and used safely
*Provide adequate first aid facilities
*Tell you of any potential hazards from the work you do, chemicals and other substances used by the firm, and give you information, training and supervision as needed
*Set up emergency plans
*Ensure that warning signs are provided and looks after
*Report certain accidents, injuries, diseases and dangerous occurrences to either the health and safety executive (HSE) or the local authority, depending on the type of business
Employee's responsibility
Employers have obligations to ensure a safe and healthy workplace. As employee, you have rights, and you have responsibilities for your own well being and that of your other employees.
Your responsibilities as employee are:
*To take reasonable care of your own health and safety
*If possible avoid wearing jewelery or loose clothing when operating machinery
*If you have long hair make sure it is tied out of the way
*To co-operate with your employer, making sure that you get the proper training and you understand and follow the company's health ans safety policies
*Not to interfere or misuse anything that's been provided for your health and safety
*Report injuries, strains or illnesses you suffer as a result of doing your job
*To tell you employer if something has happened that may affect your ability to do your job
* Your employer must provide PPE (personal protective equipment) to you free of charge to must use this correctly, and follow the training and instruction you've been given
Sondela nature reserve consists of an health and safety committee where they have a suitable meeting place and ensure that records are kept for a period of at least 3 years.
Employers responsibilities
Employers have responsibilities for the health and safety of their employees. They are also responsible for any visitors to their premises such as customers, guests, suppliers and general public.
All employers no matter what size of the establishment must:
*Make the work place safe
*Prevent risks to health
*Ensure that machinery, equipment and utensils are safe to use and that safe working practices are set up and followed
*Make sure that all materials are handles, stored and used safely
*Provide adequate first aid facilities
*Tell you of any potential hazards from the work you do, chemicals and other substances used by the firm, and give you information, training and supervision as needed
*Set up emergency plans
*Ensure that warning signs are provided and looks after
*Report certain accidents, injuries, diseases and dangerous occurrences to either the health and safety executive (HSE) or the local authority, depending on the type of business
Employee's responsibility
Employers have obligations to ensure a safe and healthy workplace. As employee, you have rights, and you have responsibilities for your own well being and that of your other employees.
Your responsibilities as employee are:
*To take reasonable care of your own health and safety
*If possible avoid wearing jewelery or loose clothing when operating machinery
*If you have long hair make sure it is tied out of the way
*To co-operate with your employer, making sure that you get the proper training and you understand and follow the company's health ans safety policies
*Not to interfere or misuse anything that's been provided for your health and safety
*Report injuries, strains or illnesses you suffer as a result of doing your job
*To tell you employer if something has happened that may affect your ability to do your job
* Your employer must provide PPE (personal protective equipment) to you free of charge to must use this correctly, and follow the training and instruction you've been given
Handling of large and small equipment (F&B)
Main factors involved in the use and handling large and small equipment
Accident prevention - it's the responsibility of everyone to observe the safety rules: in this way a great deal of pain and loss of time can be avoided.
Picking up or moving heavy items
When moving heavy items, don't put all the weight on your back or your lower back muscles. When picking up an heavy item put your feet as close to the item as possible, bend down and as you pick up the item put all or most of the weight on you knees and upper leg muscles.
Cleaning equipment
Make sure that when cleaning equipment that all electrical and non electrical appliances are switched off so injury can be avoided. Equipment needs to be cleaned on a regular basis, with the correct chemicals, avoid using alot of water when cleaning electrical appliances
Accident prevention - it's the responsibility of everyone to observe the safety rules: in this way a great deal of pain and loss of time can be avoided.
Picking up or moving heavy items
When moving heavy items, don't put all the weight on your back or your lower back muscles. When picking up an heavy item put your feet as close to the item as possible, bend down and as you pick up the item put all or most of the weight on you knees and upper leg muscles.
Cleaning equipment
Make sure that when cleaning equipment that all electrical and non electrical appliances are switched off so injury can be avoided. Equipment needs to be cleaned on a regular basis, with the correct chemicals, avoid using alot of water when cleaning electrical appliances
Wednesday, April 14, 2010
Personal Hygiene
In the food and beverage service industry, one works both indirectly and directly with guests, their food and also their health and well-being. Therefore, apart from providing guests with personalizes service, food and beverage service staff must ensure that they are clean, presentable and handle guest food and beverage items with the greatest care
Tips when working in this industry:
1. Hands should at all times be clean and washed regularly
2. Uniforms should be clean and washed after every shift worked
3. Long hair should be tied up to prevent hair from falling into food
4. Very little or no make up should be worn whilst handling food or beverages
5. Excessive perfume should be avoided
6. Cuts and grazes should be covered so that it does not come into contact with food
7. Dirty aprons and cloths should be changed with a clean item as soon as possible
8.Very little or no jewelry should be worn whilst operating in a F&B establishment
9. Any cold and flu's should be reported immediately
10. Shoes must be comfortable and clean at all times
Tips when working in this industry:
1. Hands should at all times be clean and washed regularly
2. Uniforms should be clean and washed after every shift worked
3. Long hair should be tied up to prevent hair from falling into food
4. Very little or no make up should be worn whilst handling food or beverages
5. Excessive perfume should be avoided
6. Cuts and grazes should be covered so that it does not come into contact with food
7. Dirty aprons and cloths should be changed with a clean item as soon as possible
8.Very little or no jewelry should be worn whilst operating in a F&B establishment
9. Any cold and flu's should be reported immediately
10. Shoes must be comfortable and clean at all times
Food & Beverage
General Hygiene practices
Just as staff should be clean and presentable at all times, it is imperative that the food and beverage service areas are well maintained and cleaned on a regular basis. Table cloths, serviettes, overlays, and waiter's cloths should be washed after use. This will not only create a clean and impressive look, but also assist the counteraction of cross-contamination, which easily occurs.
Yesterday The hotel students went to our restaurant, to do evaluations on Safety, security and hygiene. Each of us got a certain station where we had to evaluate, and then came the spring cleaning. The departments were the Restaurant/bar area, the scullery and the coffee station. We evaluate every situation that can be a risk to either the staff and our guest. We also made a list which we sent to maintenance, so they can repair broken equipment or maybe just stick a hanging wire back up against the wall. I learned that it's extremely vital for a place like F&B to be spotless at all times, and that your work is much more enjoyable when its in a clean, healthy, germ free environment
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