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How Covid 19 can stimulate healthier Hospitality
Leadership
Due to this
pandemic, hotel industry faced de-motivation as the major problem amongst their
workforce. Mentoring has appeared as one of the finest instruments for the
hoteliers, which will help them to instrument the succession planning and
retention management post Covid-19 era.
Facing
such toughest situation,the hotel industry now needs fresh start to overcome these
challenges. Management cannot simply fall back on "we've always done it
this way". In the post-COVID-19 marketplace, only different approaches and
attitudes will succeed. And the most important is to change mind of
employees and to work differently.
Mentoring is one of
the way which can stimulate healthier Hospitality
Leadership. As per the Greek mythology, concept of mentoring was first
discussed in Homer's classic tale ?The Odyssey?. According to this, Odysseus a
globe-trotter, planned an attack against Troy, so he selected one of his
reliable friends as a mentor to his son Telemachus. Although in Indian history mentoring
existed with classical examples. And one of the relative examples is of
Chanakya, he mentored Chandragupta Maurya to intensify his powers. Also,
Gurukul based education system act as one of the durable models of mentorship.
?The best
investment for being the best hotel is having the best staff?-Steven Belmonte,
CEO, Vimana Franchise Systems LLC.
Also, during 1970
& 1980s?, mentoring established his presence in corporates as well as in
academic sector.
Hospitality
industry is the industry of the people, by the people and for the people. Hotel
industry is special. A front desk associate?s attention towards the guest is
personalized. The greeting & gesture that the engineering man gives to the
guest, walking down to the floor is personalized. The housekeeper?s desire to
create luxurious environment in all the rooms with exceptionality is personal.
Dedication towards the hotel guest can only be achieved by any organization,
when the organization maintains their commitment towards their employees. For
any of the organization motivated personnel are the key to success and for the
hospitality & tourism industry, happy staff is the only key which helps the
organization to bring repeat and happy guests. The hospitality industry
requires professionals to ensure the growth of the organization and satisfaction
to the guests post this lockdown.
In 1984, Rutherford
explained mentoring as an important ingredient in re-achieving the targets of
the organization. In comparison to the other service business, employees in the
hotel industry evolves the requirements of mentoring program as a basic
necessity of Human Resource strategy, which will help the employees on long
term career progression and intellectual stability. Kim (2014) explained that
workers working in hotels getting advantage of mentoring programs, which
advantage the hotel by decreasing the staff turnover.
In 2015, Kim et.
al. in one of their surveys on 13 hotels in Seoul, recognize the effect of
mentorship on turnover, job behavior and role strain in hospitality industry.
In their research they have identified that mentorship helps in reducing
employee?s pressure at work. They also noted that the mentoring is a helpful
tool in career development, problem solving, job performance, job satisfaction
and work commitment. Also, Peltier (2016) specified mentoring program as one of
the most effective hospitality programs for human resource strategies.
In one of their
presentation about Mentorship Program followed in their organizations, Hyatt
hotels claimed that, the mentorship program helped them in drop down the
millennial turnover rate by 7% i.e. from 20% down to 13% (Average turnover rate
in Hyatt Hotels Corporation-a hospitality company), which will considerably
impact on saving time and money of the organization. Also, they acclaimed that
mentoring program helps to enhance the positive attitude towards the organizational
objectives and goals. It also helps to construct the imp roved relationship,
honesty and motivation among the employees.
Post updated on: Sep 8, 2021 10:18:58 PM
Module 1
Filling of Guest Registration Card
Guest Registration, as the word itself is
saying, To register the guest, To record the details of guest at the time of
check in. This record is done on Guest Registration Card.
Taking registration of a guest at the time of
check in is mandatory for both the guest
as well as hotel. During registration, the guest is required to enter important
information on the Guest Registration Card such as guest name, contact number,
address, Date of arrival, Time of arrival, Date of departure, Time of
departure, purpose of stay at the hotel, and passport and visa details in case
of foreign guest. It is the duty of the front office staff not to disclose the
guest details to anyone.
Pre-registration Procedure
The GRC is printed one day prior to guest
arrival, and then the partially filled GRC is arranged in pigeon holes in
alphabetical order. Once a guest arrives, the respective slot has to be looked
for to find the guest GRC form.
At the time of Guest Arrival
As
the guest name is already filled on partial GRC form, and the GRC?s are
arranged in alphabetical order, the only task of the person taking a check-in
is to, ask for the guest name. For ex. If the guest name is Mr. John Smith. The
GRA has to go to pigeon hole "J" and ask for a genuine ID proof.
Verifying Guest's Identity
Since terror attacks on 9/11, the hotels are
mandatorily verifying guests' identities. The staff verifies guest's identity
first by politely asking the guest's name. The staff member then requests to
show a photo ID such as driving license or a valid identity card from a
well-known organization where the guest is working. If the guests are from a
foreign country, the staff requests them to show passport. The staff member is
authorized to ask any verifying questions politely.
The true copies of the passport or ID card are
made to verify the guest's identity and to prepare guest record.
Creating Registration Record
The
front desk staff hands over the GRC to the guest to fill up the information. In
case of VIPs, the staff enters the following details on the card
1.
Guest Name- Last name, Middle name and First name.
2.
Designation- The position of the Guest in his company.
3.
The guest Organization's name, address, his/her date of birth, Occupation.
Marriage anniversary date- These details are taken for records, for
future purpose.
4.
Arrived from and proceeding to, proposed duration of stay in India - is for
which city the guest has come and where will she/he is
proceeding next. As the hotels has to keep a complete record of foreigners
coming to India.
5.
Arrival date and Time and Departure date and time is very important as hotels
are working on Check-in Check-out basis.
6.
Mode of Payment clarifies by what mode guest is making a payment.
7.
Terms and Conditions varies from hotel to hotel. Few Examples of terms and
conditions can be
a. Check-in/
check-out time: 12 Noon.
b.
All valuables and cash should be deposited with the cashier.
c.
We don not accept personal cheques.
8.
Nationality, Passport details are noted, after verifying form passport.
9.
Room rate , Room Type, No of people.
And
then the guest's signature is received on the GRC.
Establishing Payment Method
Guests can pay in advance or at the time of
checking-out. Those who have paid in advance are put under Paid-In-Advance
(PIA) list. There are various modes of payment out of which a mode that guest
prefers is recorded at the time of registration. Following payment methods are
available −
- Cash Payment (which also include money order,
travelers cheque).
- Credit Card/Debit Card Payment (which are accepted only
if the cards have not expired).
- Cheque Payment (where post-dated cheques are not
accepted).
- Direct Billing.
- Special Payment such as gift card and voucher.
- The guests need to select one of the options of payment
at the time of registration.
Post updated on: Sep 6, 2021 7:13:21 PM
Tip means To Insure Promptness
We
all know that Tip is a relatively small amount of money rend from the guest in
return of the services provided?. Whereas, this word means much beyond than
this.
Food
and Beverage service tips are generally "pooled," or shared between
everyone. If guest hand something extra to a person who provides the guest
extraordinary service, he or she can keep it. Service-employees at hotels consider tips as a part of their
salary.
Depending
on the timing, tipping can be a reward for goods and service rendered, or a
subtle bribe. As different cultures and customs are part of the
traveling process, if a guest lay out a tip for a Japanese waiter, it will be
interpreted as a rude and condescending display of the guest wealth. It is also
better to neglect the tip in a posh U.S. restaurant as the guest would not be liked
to welcome back.
Few Organizations feel
that it
is not only in bad taste, it could be construed as a conflict of interest and
the service employees may also be offended at being treated like a servant.
Tipping may create a sense of jealousy and competition among the employees. What may appear rude might be nothing more than
a simple language barrier. In India, tipping is referred to as "baksheesh" or
money for the service.
When we
talk in a broad scale, Tipping is defined as gratuity, compensation or reward
for a well done service. It
is but obvious that a guest give tip to you when he finds the service is
appropriate and he is actually satisfied. Tips are earned by deserving people
who go out of their way to provide personalized or stand-out service.
It
is a return of the employee?s hard work and personalized service given to the
guests. Hotels allow it to keep the employees enthusiasm on, where it should
not be misused by providing wrong information to the guest for the sake of TIP.
Tipping is no doubt an art which can be learnt
by our own experience. Guests are impressed when they see properly groomed
staff, so it should always be a practice to show the guests that we always
practice a good hygiene. Hotels are a place where we interact with lots of
people in a single day, and may not know the choices and expectation of every
guest. For this reading the guests does very essential task, by which we can
give the guests what they need without them, have to ask for it.
Getting higher tip is
not an easy job, while also it is not rocket science. What we all need is a
good attitude, a smile, proper knowledge and Clean Appearance.
Post updated on: Sep 6, 2021 6:43:46 PM
Classroom
Learning Barriers among various types of Student in Hospitality Institutes.
Alike any other field, where one sells a product, In
hospitality we sell ourselves by our skills, grooming, knowledge , sense of
judgment and not the least a positive attitude. Imparting theoretical knowledge
is not the only motive of Hospitality teachers; we make our students fit for
the industry. That is why at Banarsidas Chandiwala Institute of Catering
Technology, it is said that "We make Entrepreneurs".
In the classroom, we can break down the types of
students into a few different categories with regards to effort exhibited in
class ie. Srota, Sota, Sarakta, Sarvota. Srota is for the listeners, they get
knowledge by listening. Sota are those students who believes in sleeping in the
class, Sarakta is actually looking but is mentally absent in the class. Sarvota
is the all rounder, who listens and is physically present in the class.
It is now us to decide which type we want our
students to fall in. By straight up fact, God gave some students much more
talent and potential than their peers. But not to say everyone can?t accomplish
what they want.
Despite the best intentions of both teachers and
students, students face a number of barriers in the classroom. These hurdles
may range from issues of Student Interests, Teacher Expectations, Classroom
Management and Choosing a right role model, etc. While each learning barrier
must be addressed individually with an open mind, will help teachers navigate
them successfully.
One
of the most wonderful things to see as a teacher is to break these barriers for
students.
Students
Interests.
Those days are gone, when classroom teaching was
considered as the best method of teaching. Now a day?s hospitality students are
so manipulative and confident that simple teaching does not work. While
educating, it is important to give some desirable knowledge, interests,
critical thinking and a positive approach, which most of the times is in the
hands of a trainer. Instead of white board teaching, students want new concepts
in the lectures.
To keep students interested, we must plan lessons
that keep them active, such as group activities, Case Studies, Video
presentations and situation handling. And such activities should not be
repeated in every lecture as it can become boring very quickly. The lecture
should include a lot of examples and situations. This procedure holds clarity
with the topic and at the same time student does not forget it easily.
Choosing
a Role Model.
Role models are important. They help us become the
person we want to be and inspire us to make a difference. Choosing wisely means
that we are influenced correctly and it will help to be the best person we can
be. If I give a ball to a film star and ask him to teach Cricket. He may know
all the theoretical concepts and rules of the game but may not be able to teach
it appropriately because of no practical exposure of Cricket. Whereas it would
be best to make a role model from the cricket team itself for ex. Kapil Dev.
After
all Newton?s law also came from practical.
Classroom
management.
A Classroom should be managed in such a way that
every student is under the eye of the faculty. It is wisely said that under
each faculty, there should be not more than 15 students. Otherwise Student misbehavior and outbursts
force teachers to deviate from the lesson to deal with the disturbance and
hindering student concentration. A good classroom must be away from echo and
climatic disruptions, and must have adequate ventilation and fitted technology
(eg. Projector, Screen, Audio Visual?s, Speakers, etc.). If a classroom is well
managed, then a teacher can anticipate in teaching without disruption.
Teachers
Expectations
Like no two rooms, no two hotels are same, how can
we expect teachers to be same. They have their own style of teaching and their
own sense of understanding students. Expectations of teachers can be many, but
the priority is building relationship of trust and respect with the students.
We follow a mentorship program at BCIHMCT, where every faculty handles 15- 20
students with their personal and professional problems. This makes a home like
feel to them and it is noticed, they are more adjustable with the faculty than
their parents.
Of course, Teaching is not a rocket science. It
involves not only the science of teaching but the art of building complex
relationships that establish trust, engender respect and encourage young people
to take risks in order to grow and to learn continually. The learning space of
the 21st century is not a classroom; it is more like a studio where learners
engage in ?ensemble pieces? either alone or in groups in collaboration with the
teacher.
Therefore I love the quote said by Richard Elmore.
"Teaching is not rocket science. It is, in
fact, far more complex and demanding work than rocket science."
Post updated on: Sep 6, 2021 6:38:57 PM
Ethics - In Hospitality.
It is very wise to say that "Hospitality is all about being a Good Human Being. In Bhagwad Gita, it is very beautifully taught by our greatest Management Guru " Lord Krishna that a good human being can be identified by attitude towards people, all other living beings, and towards the entire environment and attitude towards one's own Path to the Perfection.
The great philosophers of the past have placed a great deal of emphasis on ethics not only in their lives, but also in their work.
Hospitality industry is a human centric industry; human resource plays an important role in providing services which contains interactions with guest. As all the operations contains intensive face-to-face interactions with clients: managers, supervisors and staff confront many ethical dilemmas in their day-to-day operations.
What is ethics?
It is very wise to say that "Hospitality is all about being a Good Human Being. In Bhagwad Gita, it is very beautifully taught by our greatest Management Guru " Lord Krishna that a good human being can be identified by attitude towards people, all other living beings, and towards the entire environment and attitude towards one's own Path to the Perfection.
The great philosophers of the past have placed a great deal of emphasis on ethics not only in their lives, but also in their work.
Hospitality industry is a human centric industry; human resource plays an important role in providing services which contains interactions with guest. As all the operations contains intensive face-to-face interactions with clients: managers, supervisors and staff confront many ethical dilemmas in their day-to-day operations.
What is ethics?
Ethics are the principles and values used by an individual to govern his or her actions and decisions. Ethics and values are not confined to textbooks, their use in the hospitality industry is of immense magnitude. Ethics tries to create a sense of right and wrong in the organizations and often when the law fails, it is the ethics that may stop organizations from harming the society or environment.
Ethics are very important in an organization, it plays vital role in managing hotel services which can be achieved by:
1. Satisfying Basic Human Needs: It is good for staff for morale to work in an open culture, with possible benefits of increased productivity and staff loyalty. An organization known for fair and responsible practice is likely to attract high quality employees .
2. Good relationships with Guests based on a commitment to honesty and transparency will enhance a company's reputation. And so increase in revenue by making a long term relationship.
3. Competitive advantage- Hospitality is faced major challenges in terms of competition, In such a competitive world where hotels have all the facilities from products to software and technical implementations. There are certain ethical qualities that any hospitality professional must have :
Honesty , integrity , trustworthiness, loyalty, fairness, concern for others, commitment for excellence , leadership , reputation & accountability.
With the increase in competition there have been many unethical practices being followed in hotels , be it over booking of rooms to menu frauds. Etc.
Concern in the industry should not be to how to find these kind of individuals it must be, but how to inculcate these values and ethics in hospitality person.
This is where role of human resource comes in. Although the role of Human resource department has moved from just being a recruiting and selecting department to training , but still we find that most of the hotel don't take sessions on ethics for their employees.
Catering colleges can also play their part by inculcating ethics as a subject in the curriculum and it should not just be confined to our religious scriptures.
With the growth of hospitality industry and competition in the market, timely and paramount service becomes a necessity to the guest , which creates a lot of pressure on the staff, therefore to meet these expectations ethics in services and operations are always kept on stake.
with all the hotels sharing same technological advancements and procedures the only sense of competition can be the ethical employees.
Post updated on: Sep 5, 2021 3:11:32 AM
Being Green: Making system
healthier
New
technology ensures increase in efficiency of the hotel, in terms of increased
revenue or guest satisfaction. Changes
being important part of every system, experienced housekeeping managers still
rely on the same archaic procedures and tools as when it was years ago. As the housekeeping department is responsible for
bringing in the largest share of profit to an accommodation operation, but this
fact is hardly acknowledged and consider a thankless job.
In the modern era,
where hotels are planning to implement cloud computing, robots and we talk
about innovative technology to make hospitality services faster and more user
friendly, and when it comes to housekeeping, each and every guest would like to
be attended by an employee and not robots who can listen to them and can
provide them with personalized services. 
In this competitive
scenario generating revenuel is very tough and satisfying guest is even
tougher. Because of increase in foreigners visit and increased competition
among hotels, guests and management have realized the importance of
housekeeping services. And so Housekeeping managers have started thinking of operations
as more scientific and mechanized. Efficiently managed Housekeeping departments
ensure the cleanliness, safeguarding and aesthetic entreat of the hotel.
There have been noteworthy innovations in housekeeping
over recent years, which are now gaining ground in hotels around the world.
Whereas, the best innovation found in the past few years is the ? Eco Hotels?
And Green hotels has become a new and a unique concept to fetch guest and side
by side maintaining its eco friendly value.
Eco hotel has made important environmental
improvements to its structure in order to minimize its impact on the environment. The basic definition of a green
hotel is an environmentally responsible lodging that follows the practices of green living. These hotels have to be certified
green by an independent third-party or by the state they are located in.
Traditionally, these hotels were mostly presented as Eco Lodges because of
their location, often in jungles, and their design inspired by the use
of traditional building methods applied by skilled local craftsmen in areas, such
as Costa Rica and Indonesia.
Today, eco hotels
also include properties in less "natural" locations that have
invested in improving their "green" credentials. For example The Ecotel, Uppal Hotel in Delhi, is based on
five areas of environmentalism, which are referred to as the ?cornerstones of
environmental responsibility? or simply as ?Globes?. These
Globes are Energy conservation, water conservation,Solid waste management, Employee
environmental education and environmental commitment.
Don't you think
Green technology has given Hotel many options to make their Suites and rooms
look different?
With the focus
progressively on green practices, there is much more to being ecologically
friendly than reusing sheets and towels. i.e. to save water, save energy and
reduce solid waste, Improving air and
water quality and Increasing the
efficient use of natural resources.
Eco practices are
one of the most spectacular emerging trends in hotel housekeeping. ?Going green?
is a trend of the day and environment sound policies increases the monetary
health of a property.
Green hotels follow strict green guidelines
to ensure that their guests are staying in a safe, non-toxic and
energy-efficient accommodation. Here are some basic characteristics of a green
hotel:
Housekeeping
uses non-toxic cleaning agents and laundry detergent
Non-smoking
environment
Renewable
energy sources like solar or wind energy
Bulk
organic soap and amenities instead of individual packages to reduce waste
Guest
room and hotel lobby recycling bins
Towel
and sheet re-use (guests can tell housekeeping to leave these slightly used
items to reduce water consumption)
Energy-efficient
lighting
On-site
transportation with green vehicles
Serve
organic and local-grown food
Non-disposable
dishes
Offers
a fresh-air exchange system
Grey-water
recycling, which is the reuse of kitchen, bath and laundry water for garden and
landscaping
Newspaper
recycling program
There is an
increasing awareness to use eco-friendly amenities, commodities and practices. Housekeepers
are developing and adopting new ways to conserve water and energy. According to
American Hotel and Lodging Association (AHLA) hospitality industry spends $3.7
billion in a year on energy. AHLA estimates that reducing energy use by 10% industry would save $ 285 million.
Usage of energy
consuming appliances. i.e. compact fluorescent lamps which saves energy.
Ceiling motion sensors are used in meeting rooms,conference rooms and public
areas to reduce energy waste. Housekeepers are looking for products and equipment that help in conserving energy.
Bamboo is an environmentally sustainable material for uniforms, toweling and sheeting and is gaining popularity as its cost is coming down.
Nano technology used in surface coating makes it dirt and dust
resistant. The product works by using the nano particles that fill in
microscopic fissures in surfaces, creating a perfect seal that repels water,
grease, bacteria and dirt. It is used in
Korea and Japan for years, they are now showing up on other continents.
Microfibre as a cleaning system has been in use
in hospitals for years and is now slowly adopted into housekeeping departments
around the world. Not only it is environmentally friendly but is also cost
effective and also produces better cleaning results. It?s a cleaning cloth made
of polyester, nylon or polyamide strands that are many times finer than a human
hair. The fibres are wedge shaped so their edges van cut through and move soil off
an object. It is non abrasive and can be used without chemicals or with water.
The Professional Housekeeper?s Association of New South Wales
commissioned laboratory analysis of cleaning hygiene, comparing the
effectiveness of 5 methods of cleaning bathroom glasses. The tests showed that
all 5 methods; using dish washing liquid, microfibre, a sterilizing tablet, all
purpose cleaner and using a dishwasher were effective in removing bacteria and
mould present.
Timely and professional housekeeping management is at the epicenter of
the guest experience and therefore the heart of a successful hotel operation. Being
green means guests, staff and management are healthier. There is no doubt that
when odors, fumes, soot, droplets and residues of toxic, poisonous chemicals
are not in the air, on our food or on anything we touch, we are not absorbing
or breathing them, WE ARE HEALTHY.
Post updated on: Sep 3, 2021 12:34:08 AM
Role of Bollywood in promoting Tourism
Divya Thakur
Asst. Professor
Banarsidas Chandiwala Institute of Hotel Management and
Catering Technology, New Delhi 110019
Indian Cinema has contributed
immensely to promote tourism in India and even abroad. Bollywood has
unintentionally and effortlessly portrayed some of the most popular tourist
destinations in India on the screens. Tourists are getting influenced with various
tourist destinations. The biggest film industry in the world has contributed to
the tourism industry by shooting at some of the finest and vivacious destinations
of India.
However the continuous growth in
travel and tourism industry, there are many trends where the industry is
flourishing at a fast rate. The tourism industry of the country has undergone
various changes over the time and Bollywood is one of the factors which are
also gaining popularity amongst commoners.
According to a recent survey,
Bollywood is estimated to enjoy viewership of 14million people on a daily
basis. This amazing fan base and an incredible mass appeal have significantly
influenced the Indian culture at large scale. It is not just restricted to the
culture but it has highly influenced the choices of Indian travelers as well.
In a country where people treat
their favorite Bollywood celebrities as Gods, they make it a point to visit the
places where their favorite Bollywood actor/ actress have shot for their
movies. Darjeeling became one of the most favored romantic destinations after
the release of Rajesh Khanna and Sharmila Tagore starer ?Aradhna? which
featured some of the stunning and alluring scenic beauty of the surroundings.
Flims Like ?Dor? and ?Dil Chahta
Hai? had set a surprising change in the tourism industry of Rajasthan and Goa.
The brilliant city theme based movies like Kahaani, Delhi-6 and the Kai Po Che
had flooded these cities with great number of tourists.
There are still few places which were not so popular
before we watched them on silver screen like Marble rocks in Jabalpur. The gorge along the Narmada River is a truly
spectacular sight. The splendid marble rocks give the place a surreal look. The
beautiful song ?Raat Ka Nasha? in the Shahrukh Khan starrer ?Aśoka?, was shot there.
Remember that gorgeous waterfall
from the film Chennai Express? Its name is Dudh sagar Waterfall and it is
located in the Goa state of India. Dudh Sagar Waterfall is one of the highest
water falls in India, and among the hundred highest waterfalls in the world. It
lies in the southern part of Goa at Mollem, towards the border with Karnataka
state. Dudh Sagar, literally means a Sea of Milk in the local Konkanni
language, and gets its name as it appears like an overflowing sea of milk. It
has a total height of 306 meters and a width of 30 meters.
Bollywood not just promoting the
tourist destinations but also it promotes few travel portals which may provide
sponsorship in movies like in ?Yeh Jawani hai Diwani?, where Ranbir and friends
set out on a group trek to Manali organized by none other than MakeMyTrip,
and the movie Jab Harry Met Sejal was also associated with Cox and King.
The young people who can afford holidays
are not watching television or reading newspapers. They are consuming content
online. When a celebrity is shown living an experience it becomes aspirational
and Instagram posts are way more personal. Social media offers reach and
engagement that a celebrity brings with his/her millions of followers which
cannot be matched by traditional media.
Tourism has been leveraging Bollywood
actor Ranveer Singh?s social media following. The actor who has seven million
followers on Facebook?s photo-sharing app Instagram and over eight million on
Facebook has been promoting the offbeat destinations and adventure activities
that the country offers through candid pictures and videos. Bollywood actors also endorse for famous travel portals like
Alia Bhatt and Ranvir singh endorse for Make My Trip, however Deepika Padukon
promotes Goibibo.com and Ranbir Kapoor is the brand ambassador of Yatra.com
Pvt. Ltd.
Hence, Bollywood movies and
celebrities play an important role in promoting tourism of India. There are few
celebrities also promotes state tourism in India, like Amitabh Bacchan is the
Brand Ambassador of Gujarat Tourism (Khushbhoo Gujarat Ki), Shah Rukh Khan is the Brand Ambassador of West
Bengal Tourism(, Kajol and Ajay Devgan promotes Madhya Pradesh Tourism and so
on.
Post updated on: Sep 2, 2021 12:16:24 AM
De
motivating factors while choosing right career option for hotel management
graduates.
Taking decision of their own career is the most
important thing in a student's life. It is found that even graduates from recognized educational
institutions in India face major gaps, resulting in them being unprepared for
their careers.
It becomes difficult for a
hotel management student to choose one department and stick to it till he/she
retires. While doing a survey of hotel management students, a very surprising
finding is noticed that students face peer pressure, teachers, mentor, parents
pressure, parents who are under peer pressure (they are more worried about the
neighbor's child). Most of the students do not get the guidance they need from home
because their parents did not get similar opportunities. Rather than putting
our ambitions on their shoulders, parents must always understand that every
child is born with his/her own talent and interest.
However, Students
self-efficacy and occupational aspiration should be the most important factor to
influence the students career decision,
followed by tradition and cultural value, career guidance, support from
parents and external consultation.
When a student join hotel management, in most of
cases student and their parents have least idea about the course. Students
actually understand the industry when they undergo training of 6 weeks in second
year of their curriculum. This is the time when a student realizes if hotel
management is fit for them or not. But at the same time it?s too late for them
to quit too. Then in the last year, they face many de motivational factors in
choosing the right career option for themselves.
Hospitality
is very different from other Industries as far as its education is concerned as
it has training in its curriculum. An internship is a form of experimental
learning that integrates knowledge and theory learned in the classroom with
practical application. It helps students to gain valuable applied experience
and make connections in professional fields and give them opportunity to
understand and live a Hotel life, and also to choose an area of Interest for
them. At the same time training does not show the true picture to the students
as too much work assigned to trainees, makes the students de motivated . Hoteliers
must understand that students as trainees are not substitute labors and must
provide a platform to learn skills on supervision of a staff.
When
students join a hotel management Institute, majorly they want to choose Food
production as their career option but it changes when they join the Industry.
There has been seen many cases, where students change and make up their mind
during the training in Hotels and choose a relevant area for them, and of
course develop a passion toward it. It has been noted that majority of students
keep Front office, Sales and Marketing and Food and Beverage Service as their
right Choice due to Salary, lively environment and growth.
It is
very surprising to know, that there can be few people in the life of a student
who can be de-motivating ie. Parents, Academicians and Role Models. This is
possible in the cases where parents have a very little idea about Hospitality, and
so it is very important to educate them as soon as a student starts his/her
career in hospitality. It is very
important for academicians and Hoteliers to understand that some ones objective
should not be changed rather should be helped in achieving the same. If a
student wants to choose Front Office as their career option, he should be
trained rather than de motivating him/her to choose any other department.
Interviews are considered to be the most
de-motivating in choosing the right career option as the feeling of rejection
makes them think about biasness of the basis of gender or looks. There have
been many cases where a front office student is offered a job in housekeeping
department, and a food production person is offered job in sales and marketing
or front office. Here the passion of a student fails.
It has
been find out that perception of female students is altogether different from
male students. On an average girls want a future where there is work Life
Balance, keeping salary as not the major point,
they need a secured and stable job with general timings, they would like
to grow in the same field for long. At the same point and time they will never
change their area of interest (passion). Whereas boys generally keep a
secondary area of interest and as they want to grow with handsome salary. They
want to see themselves at a good level in the early stages of their career and
to be an Entrepreneur later. Each and every student has to be dealt in a
different way, keeping in priority their own wishes, their demand from career
and passion.
There is no place where a child cannot be
motivated, changed, learnt. The only change, we must do is to understand them
and work on them.
Post updated on: Sep 2, 2021 12:16:01 AM
Choosing right career option for hotel management students
Divya Thakur
Asst Professor
Banarsidas Chandiwala Institute of Hotel Management.
Everyone has a dream of what he/she
wants to be, in the early stages of their life. We might have heard from a lot of kids that
they want to be a doctor as their father is from the same profession. But as
they grow up, they realize the changes in their interest and diversity in
choosing their career path.
To choose the best option for them, one has to face
a great deal of pressure from families, colleagues, education
system and culture. It seems very difficult that one has to pick one career
path and stick with it until he/she retire. They need a right advice to find a
job that does it all: engages the talents, makes plenty of money, opportunity
to grow and maintaining work life balance.
In a country, like
India, where parents celebrate their child's achievements, why do over 60 per
cent of our graduates feel anxious about their future?
In a research conducted on Harvard Business School (HBS), It is found
that even graduates from recognized educational institutions in India face
major gaps, resulting in them being unprepared for their careers.
In
most of the professions, students are not exposed to
internships through-out their college experience and so they are not able
experiment, gain mentorship, and learn practical skills on the job. This makes
the students first job the first time they have ever worked. Whereas in
hospitality, students undergo six months of industrial training and sometimes
vocational training, which helps them to choose their area of interest. They
understand the work pressure, learn professionalism, choose the best department
for them and they can fit themselves to be the master of one stream.
When students join a hotel management Institute,
majorly they want to opt Food production as their career option but it changes
when they join the Industry. There has been seen many cases, where students
have changed and make up their mind during the training in Hotels and choose a
relevant area for them, and of course develop a passion toward it. And also,
majority of students keep Front office, Sales and Marketing and Food and
Beverage Service as their right Choice due to Salary, lively environment and
growth.
Whereas it has also been found that students treat
training and interviews conducted by hotels as the most demotivational factor,
in finding the right career option. The training should be planned in such a
way that students are exposed to all the departments rather than putting them
as per the department?s requirement. Students must be allowed to stand at
reception, take orders in the restaurant, make rooms and work in the kitchen,
so that they can find out the right area of interest.
The gap leads students
unplanned about their future and asked to join another department in the
interviews. Hotels and Hospitality institutes must train the students like
Hoteliers and must provide a platform to learn skills on supervision of a
staff. We must develop the personality of students and make them realize their
goal, which not only suits their personality but help them to become a good
hotelier too.
Post updated on: Sep 2, 2021 12:14:56 AM
HR in Room Division Management
Recruitment, Selecting, Hiring-Preparing, Job
Descriptions of staff, Orientation, Staff Scheduling
Recruitment and Selection is an important operation in HRM, designed
to maximize employee strength in order to meet the employer's strategic goals
and objectives. It is a process of sourcing, screening, shortlisting and selecting the right candidates for the required vacant positions.
Hiring process refers to the
process of finding, selecting and hiring new employees to a company. Since the
process requires strategic and pragmatic thinking while staying humane there
are certain steps to follow to make it successful.
Hiring
process steps
1:
Identifying hiring need
2:
Planning.
Creating a
sufficient plan for your hiring will not only make you more
efficient but also help you have a good understanding of the current as well as
the future needs of the company. For that purpose it is beneficial to specify
starting dates and other technicalities with your hiring team.
3:
Creating a job description.
When creating a job description, make sure to include the
following elements: company description, job requirements, duties and
responsibilities and ultimately cover letter. Besides mentioning all the
important details within your job description, make sure to make that text as
eye catching as possible.
4:
Recruiter and hiring manager intake meeting.
The purpose of a
hiring manager recruiter intake meeting is to have a clear understanding of all
the needs and expectations of the new hire, including the technicalities
revolving the role. This meeting takes place prior to posting a job opening
online and its purpose is mainly to define all important details about the future
position.
5: Posting and
promoting job openings.
Posting jobs online became one of the essential ways of
making sure that people see and apply for the position. For that reason
companies are oftentimes trying to spread the word as much as they can by
posting their job opening on various job boards, different social media or some online
portals.
6:
Applicant screening.
After the
applicants finished their application it is time to look into their application
forms and evaluate their CVs, cover letters or any other type of document they
might have attached to the application. The process of screening results in eliminating candidates that are a
clear mismatch for the role, moving forward to the following stages with the
ones that are more qualified.
7:
Job Interviews.
When planning a
job interview, there are several thing that you should always take into account
prior to conducting it. Job interviews require planning and preparation.
Firstly, you should create a list of interview questions. Afterwards you should determine how interview process is going to look like. Whether you will be
conducting a live or a phone interview, how long will the interview last for,
and what type of knowledge will you be examining during the
interview.
8:
Applicant talent assessment.
Applicant talent assessment are tests designed to help
employers evaluate the skills of their job candidates and employees. Using the
skills assessment test helps companies ensure that the job candidates, as well
as their current employees, have the required skills to successfully perform
their jobs. When designing an assessment make sure to think of all skills and the
knowledge essential for the role.
9:
Background check & Reference checks.
Background
and reference checks refer to a recruiting process method used
by hiring managers/recruiters to get more information about a candidate by
contacting his/her previous employers, schools etc. Conducting a reference
check helps recruiters not only check the validity of information but also make
decisions based of a conversation with a person that used to work with your
potential future colleague.
10:
Pre-employment testing.
Pre-employment assessments are simple, quick and fun for
recruiters, interviewers, hiring managers, as well as candidates. Generally, it
takes too much time and effort to a recruiter or hiring manager to interview
each candidate and select the best person for the open position.
11:
Decision.
Finally, after all
assessments and checks, it is decision time! Evaluating which candidate will be
the best cultural fit while satisfying all requirements is never easy.
12:
Job offer.
A formal job offer letter/email is a document which employer sends
to the selected candidate in order to offer them a job for a certain position
at their company. Making all the aspects of a job as clear as possible to the
new hire is extremely important for both candidates and companies. This is why
is necessary to send a formal job offer letter/email to your chosen candidate.
13:
Hiring.
Only when your
candidate decides to accept your offer and signs the contract can you talk
about hiring.
14:
Onboarding.
More and more
companies are starting to understand the importance of a good onboarding. Even more so, once a company hires a new
talent, some believe this is only when the job starts. Onboarding the
candidates means introducing them to the culture and the people as well as
giving them all important information and training to be able to excel at their
job as soon as possible.
Job
Description
Job
description is an informative documentation of the scope, duties, tasks,
responsibilities and working conditions related to the job listing in the
organization through the process of job analysis. Job description also details
the skills and qualifications that an individual applying for the job needs to
possess. It basically gives all the details which might be good for both the
company and the applicant so that both parties are on the same page regarding
the job posting. Basically, job analysis is bifurcated into two
components namely job description and job specification.
Employee
orientation is the process of introducing newly hired employees to their new
workplace. It provides the basic organizational information employees need to
feel prepared for their new team, department, and role within the company.
Effective employee orientation makes employees aware of company policies and
expectations, handles essential paperwork, and answers any questions or
concerns they may have before they transition into their new positions.
Why Orientation Is Important
for New Employees
Orientation
is important because it signifies the beginning of the relationship between
employee and employer. The first day of work is the most important, as new
hires are seeking to affirm their decision to accept your offer of employment.
A smooth
transition into a new role benefits both new employees and their new managers
and colleagues. By clearly communicating expectations and responsibilities to a
new employee, they can start being productive quickly. As part of an effective
onboarding process, a thorough and engaging orientation can also help reduce
new employee turnover due to misunderstood or unmet expectations. Additionally,
a clear policy for employee orientation will ensure that all new team members
receive the same training and information.
Staff Motivation
Employee motivation is the level of energy, commitment, and creativity that
a company's workers bring to their jobs. Whether the economy is growing or
shrinking, finding ways to motivate employees is always a management concern. Competing
theories stress either incentives or employee involvement (empowerment).
Employee Motivation
Techniques
Gifts and Prizes and Awards
Awarding your employees and sending them valuable gifts on occasions
like Christmas, cutting team cakes on birthdays are some of the good motivating
ways for employees. Employees continue working with equal zeal and enthusiasm
if their work gets applauded. This is why companies are paying special
attention to rewards and recognition at work.
?
Appreciation and recognition
Appreciation and recognition are the two very important and major
factors of employee motivation to keep striving towards their goals at
work. They want to aim higher and better to be applauded by hikes and increase
in pay scales. By applauding employees in front of friends and colleagues, it
is the greatest motivation one can get to do better anytime.
Appreciation and recognition
are the two very important and major factors of employee motivation to
keep striving towards their goals at work. They want to aim higher and better
to be applauded by hikes and increase in pay scales. By applauding employees in
front of friends and colleagues, it is the greatest motivation one can get to
do better anytime.
Employee appreciation
catering to any kind of work the employee does can be great for employee
motivation. Praise for the deliverables met on time, for work done efficiently
before the deadlines are points to be praised for. Appreciate the employee and
make him feel how well he is doing. Appraise him. Identify high performers and
mention out their outstanding efforts, contributions and how they are a
valuable asset to the organization.
One of the methods of staff
motivation is also cross training, in which employees are trained to work in the more than one department. The aim of this is to make an employee capable of doing more than one type of work, and in return in gives a sense of confidence in employee.
Post updated on: Aug 31, 2021 5:31:01 PM
Lord Krishna Theory of Management in Hospitality.
Yada Yada Hi Dharmasya, Glanirva Bhavathi Bharatha,
Abhyuthanam Adharmaysya, Tadatmanam Srijami Aham
Abhyuthanam Adharmaysya, Tadatmanam Srijami Aham
This is a very renowned 'Shloka' we have all listened since our childhood days. At that time when we asked our parents what it actually meant, they told us that whenever there is the decay of righteousness and a rise of unrighteousness, then Lord Krishna came into existence. Lord Krishna is one of the greatest Management Gurus, whom we can emulate without a second thought.
He was great in knowledge, great in emotion, great in action, altogether, he is the Mentor of Mentors, Coach of Coaches and Guru of all Motivational Gurus. We have heard many stories of Lord Krishna's bravery, confidence, decision-making, enthusiasm, intelligence, leadership, and communication, which leaves a message behind. All of them were used to deliver the appropriate concept to management.
What is Management?
In order to define what do we mean by Management "The conclusion from various studies says that" Management in all business and organizational activities is the act of getting people together to accomplish desired goals and objectives, efficiently and effectively. It comprises planning, organizing, staffing, leading or directing, and controlling an organization or effort for the purpose of accomplishing a goal. There were several theories generated related to management till date, but several writers created modern management theories, which includes Chanakya's Artha Shastra, Adam Smith?s The Wealth of Nation, Niccolo Machiavelli's The Prince.
The modern management concepts of vision, leadership, motivation, excellence in work, achieving goals, giving work meaning, decision making and planning, are all discussed in the Bhagavad Gita. It initiates the issues from the grass-root level of human thinking. Once the basic thinking of man is improved, it will automatically enhance the quality of his actions and their results.
We never heard Lord Krishna Theory of Management, as a part of modern management theories. Whereas, western universities have introduced the subject 'Lord Krishna Theory of Management' to teach the concept to their students. And also training departments of various enterprises, conduct their training sessions by giving examples of Lord Krishna skills. The Bhagavad Gita, written thousands of years ago, enlightens us on all managerial techniques leading us towards a harmonious state of affairs in place of conflict, tensions, poor productivity, and absence of motivation, and so on.
Lord Krishna's theory of management has become a part and parcel of an organizational structure. He had made two concepts on which whole management is based i.e. how to dance and how to make others dance. As he knows, how to be effective and whatever situation will be, how to be a winner.
Whereas when we talk about the hospitality industry, it requires, interacting with people, addressing their needs, and skill of tact, combined with knowledge and flexibility. Therefore management in hospitality looks for challenges with a positive attitude in employees.
What is Management?
In order to define what do we mean by Management "The conclusion from various studies says that" Management in all business and organizational activities is the act of getting people together to accomplish desired goals and objectives, efficiently and effectively. It comprises planning, organizing, staffing, leading or directing, and controlling an organization or effort for the purpose of accomplishing a goal. There were several theories generated related to management till date, but several writers created modern management theories, which includes Chanakya's Artha Shastra, Adam Smith?s The Wealth of Nation, Niccolo Machiavelli's The Prince.
The modern management concepts of vision, leadership, motivation, excellence in work, achieving goals, giving work meaning, decision making and planning, are all discussed in the Bhagavad Gita. It initiates the issues from the grass-root level of human thinking. Once the basic thinking of man is improved, it will automatically enhance the quality of his actions and their results.
We never heard Lord Krishna Theory of Management, as a part of modern management theories. Whereas, western universities have introduced the subject 'Lord Krishna Theory of Management' to teach the concept to their students. And also training departments of various enterprises, conduct their training sessions by giving examples of Lord Krishna skills. The Bhagavad Gita, written thousands of years ago, enlightens us on all managerial techniques leading us towards a harmonious state of affairs in place of conflict, tensions, poor productivity, and absence of motivation, and so on.
Lord Krishna's theory of management has become a part and parcel of an organizational structure. He had made two concepts on which whole management is based i.e. how to dance and how to make others dance. As he knows, how to be effective and whatever situation will be, how to be a winner.
Whereas when we talk about the hospitality industry, it requires, interacting with people, addressing their needs, and skill of tact, combined with knowledge and flexibility. Therefore management in hospitality looks for challenges with a positive attitude in employees.
Employees in the hospitality industry need to possess managerial skills and are supposed to be innovative, good planners, manipulative, confident, good decision-makers and shall possess excellent communication skills and be a good leaders.
Karmanye Vadhikaraste, Ma phaleshou Kada chana,
Ma Karma Phala Hetur Bhurmatey Sangostva Akarmani
Karmanye Vadhikaraste, Ma phaleshou Kada chana,
Ma Karma Phala Hetur Bhurmatey Sangostva Akarmani
This verse is from the Bhagawad Gita. And it is really something that we have always tried to follow in the hospitality industry:
Karmanye Vadhikaraste, Ma phaleshou Kada chana? You have a right to perform your prescribed duty, but you are not entitled to the fruits of actions
Ma Karma Phala Hetur Bhurmatey Sangostva Akarmani ? Never consider yourself the cause of the results of your activities and never be attached to not doing your duty.
In simple terms it means: Keep on performing your duties without expecting any reward in return, leading a selfless life? this it what it is all about. We can also conclude it in the way that actions, which is both efficient and effective, focused mind, self effort without expectation are few of the points incurred by Bhagavad Gita in management.
Few of the practices it implies are:
One of Lord Krishna's famous saying:
?A leader is not the one who walks but the one who leads walking ahead of others.?
Lord Krishna was perfect host and had great hospitality skills. To unveil this statement, every one had heard the storyline about his childhood friend, Sudama, who was hungry, impoverished and in rags, arrived at his palace. Lord Krishna personally washed his feet and fed him with his own hands.
The Bhagavad Gita was delivered by Sri Krishna to boost Arjuna's declining morale, motivation, confidence and to increase its effectiveness interpersonal conflict, which was to fight and not to fight the war at Kurukshetra, he played the role of teacher, HR trainer, guide developer, to revive Arjuna's motivation.
His communication skills are evident in every word. Lord Krishna during his negotiations, to avoid war between Kauravas and Pandavas demonstrated perfect communication skills. As he doesn't want to avoid war between them, he manipulated his words and tried to instigate fear motivation in Duryodhana by way of illustrating the greatness of Pandavas on and off the field of war.
Lord Krishna gave not only spiritual enlightenment but also the art of self management, conflict management, stress and anger management, transformational leadership, motivation, goal setting and many other aspects of management, which can be used as a guide to increase Human Resource Management (HRM) effectiveness. Unlike the western approach to HRM, which focuses on exploring the external world of matter and energy the Bhagavad Gita recommends a HRM approach, which focuses on exploring the inner world of self.
Krishna as a CEO of the World Organization
In current world, Krishna's leadership is a most fascinating and useful. He had demonstrated leadership of very high quality, which had made him a significant leader. That is why he is followed by millions of disciple still today, in his absence. Bhagavad Gita contains many leadership lessons that are similar to contemporary leadership theories and practices. Consider some of these lessons embedded within the Gita as a sermon are as:
Leaders should embrace rather than avoid challenges because they bring out the leaders' greatest strengths. They should be resilient in their actions and should not be weakened by pain and pleasure. Effective leaders do not lead by fear or anger. Character is core to effective leadership they need to be aware of the self and the surroundings .
Other sermon says:
"Whatever the leader does, the followers will follow and whatever standards or example the leader sets people in general will follow."
In Bhagavad Gita, Krishna defines three specific disciplines that are required for effective leadership: discipline of learning, discipline of speaking properly and discipline of equanimity (steadiness of mind under stress). All these are important for effective leadership. Today's leadership authorities also agree that effective leaders have to be effective learners. Leadership is not only about teaching people to follow a certain path or to do a certain thing, but it is also about learning things to be taught. Likewise, without effective communication skills, leadership cannot become effective. Krishna says, the most important part of communication is to communicate with honesty and with respect toward others.
Setting Organizational Culture
Manager should be good in Direction and Controlling. Controlling an army of 1.53 million soldiers and warriors to fight against a bigger army was not an easy task for anyone. This was all made possible with the help of Lord Krishna's great Managing and Controlling Skills. A sermon from Bhagavad Gita says:
In the chariot of the body, the five horses represent the five senses (tongue, eyes, ears, nose and skin), the reins, the driving instrument, symbolise the mind, the driver is the intelligence and the passenger is the self.
Managers should use their intelligence to control their mind, they should not let the mind to be control by the senses.
Motivation- Satisfying lower order needs of workers - adequate food, clothing and shelter, etc. are key factors in motivation. However, it is a common experience that the dissatisfaction of the Top and of the Lower is identical -- only their scales and composition vary. It should be true that once the lower-order needs are more than satisfied, the Top should have little problem in optimising his contribution to the organisation and society. This situation is explained by the theory of self-transcendence propounded in Bhagavad Gita.
An article in The Hindu in 2008 mentioned:
Delhi Metro Rail Corporation (DMRC) focuses on 'sticking to ethics in the workplace.'
DMRC does not believe in intense vigilance nor does it rely on hidden cameras to plug leaks and nab wrongdoers. Instead the organization has turned to Bhagavad Gita to stem corruption, lethargy and negligence.
Putting the accent on 'sticking to ethics in the workplace, the organization is attempting to instill the values of honesty, moral virtues of hard work and diligence as preached in Bhagavad Gita, which has now emerged as a guidebook for motivating numbers-driven managers. So to help enhance the spiritual quotient of the employees and to ensure that they steer clear of dishonesty and vice, there are frequent talks and lectures by motivational gurus and a handbook with relevant message.
E Sreedharan, Managing Director, DMRC is a believer of the values that the Bhagavad Gita preaches. DMRC officials say Sreedharan's messages to his employees are peppered with references from the holy book.
Asked if the exercise in spirituality has produced tangible results, a senior official says, "The feedback so far has been positive. The workforce has benefited from the sessions and lectures. There is positive energy, team spirit and no instances of financial bungling, missed deadlines, and de-motivated workers,' adds a senior official of DMRC.
Bhagavad Gita is easily the best treatise on management, which has solution to several practical issues like redesigning the organization, setting directions, developing people.
Whether it is human behavior, organizational behavior, group theory, motivational theory, game theory, management by objectives or line of control, all facets of modern management can be discovered in Lord Krishna theory of management.
Nobody is perfect, even Lord Krishna. He also acted like human being in many situations. To help mankind without any selfish motive, one can lie here and there and can manipulate if the situation demands. Krishna took some decisions only to prove this point. That is why Lord Krishna is a complete man and an apostle of life skills. And thus, we can call him. The Greatest Manager in the World?. To succeed in professional and personal life, one has to learn and try to emulate Lord Krishna. Today it has found its place as an alternative to the theory of modern management and also as a means to bring back the right path of peace and prosperity for human being.
Post updated on: Aug 31, 2021 5:20:17 PM
The presentation has to be shared or presented on the day of practical examination.
X Batch
Y Batch
| S. No | Enrollment No | Name | Presentation Topic's | Remarks | Journal Remarks |
| 1 | 00211002217 | Explain the numerical | Calculate the occupancy percentage for a 350 rooms hotel which sells 245 rooms On a certain date if 25 rooms were blocked for spring cleaning and 25 rooms for renovation. | Checked | |
| Design a brochure for different packages offered by a: | |||||
| 2 | 00311002217 | Resort on a beach | Checked | ||
| 3 | 00411002217 | Business Hotel in a city | Checked |
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| 4 | 00511002217 | Hotel in a Pilgrimage City | Checked |
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| 5 | 00611002217 | Create a duty roster for front office department of a 4 star hotel having 200 rooms | Make it in Excel. | Checked |
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| 6 | 00811002217 | Explain the concept of Commissioning : OTA Model-(Merchant) | Make PPT . Refer Online Travel agency Models |
Checked |
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| 7 | 00911002217 | Designing chart-New strategies in hotels towards revenue enhancement. | Combined task | Checked |
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| 8 | 01011002217 | Checked |
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| 9 | 01111002217 | Collect two situations of handling guest complaints and how to deal with it. | Combined task | Checked |
|
| 10 | 01211002217 | Checked | |||
| 11 | 01311002217 | Explain the concept of Commissioning : OTA Model-(Opaque) | PPT | Checked |
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| 12 | 01411002217 | Explain the concept of Commissioning : OTA Model-(Agency) | PPT | Checked |
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| 13 | 01811002217 | Explain the numerical ( Numerical no 1) | https://imgur.com/a/6cBjLCp |
Not Checked | |
| 14 | 01911002217 | Explain the numerical ( Numerical No 2) | https://imgur.com/a/6cBjLCp |
Checked |
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| 15 | 02211002217 | Plan a training schedule for 15 employees of front office department of a five star hotel. | Checked |
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| 16 | 02311002217 | Case study | Explain the case and answer Q1 from the mentioned blog- An effective methodology for front office training: Case study method | Checked |
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| 17 | 02411002217 | Answer the rest question from the above case. | Checked | ||
| 18 | 02511002217 | Auditing of bill statements | Combined task- Link for reference - Auditing of bill statements | Checked | |
| 19 | 02611002217 | Auditing of bill statements | Checked |
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| 20 | 02711002217 | Write a regret letter to a guest who is not satisfied with some parts of services. | Make a guest complaint and prepare a regret letter. | Checked | |
| 21 | 02911002217 | Explain Six Sigma | PPT | Not Checked | |
| 22 | 03011002217 | Explain the numerical- Numerical no 1 | https://imgur.com/a/nhqRPtY | Checked |
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| 23 | 03111002217 | Explain the numerical- Numerical no 2 | https://imgur.com/a/nhqRPtY | Checked |
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| 24 | 03311002217 | Explain the numerical- Numerical no 3 | https://imgur.com/a/nhqRPtY | Not Checked | |
| 25 | 03411002217 | Present few live examples of Employee Empowernment | Make a video | Checked |
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| 26 | 03511002217 | Environment friendly Practices followed by hotels. | Checked |
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| 27 | 03611002217 | ARR and RevPar | Make it in Excel. | Not Checked | |
| 28 | 03811002217 | Explain the concept of Commissioning : OTA Model-(Merchant) | Make PPT . Refer Online Travel agency Models. | Checked |
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| 29 | 03911002217 | Designing chart-New strategies in hotels towards revenue enhancement. | Combined task | Checked |
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| 30 | 04011002217 | Checked |
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| 31 | 04111002217 | Collect two situations of handling guest complaints and how to deal with it. | Combined task | Checked |
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| 32 | 04311002217 | Checked | |||
| 33 | 04411002217 | Explain the concept of Commissioning : OTA Model-(Opaque) | Make PPT . Refer Online Travel agency Models. | Checked |
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| 34 | 04511002217 | Explain the concept of Commissioning : OTA Model-(Agency) | Make PPT . Refer Online Travel agency Models. | Checked | |
| 35 | 04711002217 | Explain the numerical- Numerical no 2 | https://imgur.com/a/nhqRPtY | Checked |
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| 36 | 04811002217 | Explain the numerical- Numerical no 3 | https://imgur.com/a/nhqRPtY | Checked |
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| 37 | 04911002217 | Plan a training schedule for 15 employees of front office department of a five star hotel. | Not Checked | ||
| 38 | 05011002217 | Case study | Explain
the case and answer q1 from the
mentioned blog- An effective methodology for front office training: Case study method |
Checked | |
| 39 | 05111002217 | Answer the rest questions of the above case | Checked |
||
| 40 | 05211002217 | Auditing of bill statements | Combined task- Link for reference - Auditing of bill statements | Checked |
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| 41 | 05311002217 | Auditing of bill statements | Checked | ||
| 42 | 05411002217 | State the advantage of sending a regret letter to a guest who is not satisfied with some parts of services. | Not Checked | ||
| 43 | 05511002217 | Explain Six Sigma | PPT | Checked |
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| 44 | 05611002217 | Numerical no 4 | https://imgur.com/a/nhqRPtY | Checked | |
| 45 | 05711002217 | Numerical no 5 | https://imgur.com/a/nhqRPtY | Not Checked | |
| 46 | 05811002216 | Explain Employee Motivation techniques | Make PPT Refer : Front Office | Checked | |
| 47 | 05811002217 | Why Orientation Is Important for New Employees | Make PPT Refer : Front Office | Checked |
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| 48 | 05911002217 | Explain Job Description and Specification in Front Office department | Make PPT Refer : Front Office | Checked | |
| 49 | 06011002217 | Hiring process, Recruitment and selection | Make PPT Refer : Front Office | Checked | |
| Design a brochure for different packages offered by a: | |||||
| 50 | 06211002217 | Heritage property for business purpose | Checked |
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| 51 | 06411002217 | Business Hotel in a city | Checked |
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| 52 | 06511002217 | Hotel in a Pilgrimage City | Not Checked | ||
| 53 | 06611002217 | Create a duty roster for front office department of a 5 star hotel having 400 rooms | Checked | ||
| 54 | 06711002217 | TQM Practices followed by hotels. | PPT | Checked |
| 55 | 06911002217 | Explain the numerical | Calculate the occupancy percentage for a 350 rooms hotel which sells 245 rooms On a certain date if 25 rooms were blocked for spring cleaning and 25 rooms for renovation. | Checked | |
| 56 | 07111002217 | TQM practices followed by hotels | Checked |
||
| 57 | 07211002217 | Design a brochure for different packages offered by a Resort on a beach | Checked |
||
| 58 | 07411002217 | Design a brochure for different packages offered by a Business Hotel in a city | Checked | ||
| 59 | 07511002217 | Design a brochure for different packages offered by a Hotel in a Pilgrimage City | Checked |
||
| 60 | 07911002217 | Create a duty roster for front office department of a 4 star hotel having 200 rooms | Make it in Excel. | Checked | |
| 61 | 08011002216 | Explain the concept of Commissioning : OTA Model-(Merchant) | Make PPT . Refer https://www.connectclue.com/article/details/TTUR2351622127837335/online-travel-agency-models- | Checked |
|
| 62 | 08011002217 | Designing chart-New strategies in hotels towards revenue enhancement. | Combined task | Checked |
|
| 63 | 08111002217 | Checked |
|||
| 64 | 08211002217 | Collect two situations of handling guest complaints and how to deal with it. | Combined task | Not Checked | |
| 65 | 08311002217 | Not Checked | |||
| 66 | 08411002217 | Explain the concept of Commissioning : OTA Model-(Opaque) | Make PPT . Refer https://www.connectclue.com/article/details/TTUR2351622127837335/online-travel-agency-models- | Checked |
|
| 67 | 08511002217 | Explain the concept of Commissioning : OTA Model-(Agency) | Make PPT . Refer https://www.connectclue.com/article/details/TTUR2351622127837335/online-travel-agency-models- | Checked | |
| 68 | 08611002217 | Explain the numerical | https://imgur.com/a/6cBjLCp | Checked |
|
| 69 | 08711002217 | Explain the numerical | https://imgur.com/a/6cBjLCp | Checked |
|
| 70 | 08811002217 | Plan a training schedule for 15 employees of front office department of a five star hotel. | Not Checked | ||
| 71 | 08911002217 | Case study | Explain
the case and answer q1 from the
mentioned blog-
https://www.connectclue.com/article/details/BLUR2351624430225491/an-effective-methodology-for-front-office-training--case-study-method |
Checked |
|
| 72 | 09011002217 | Answer the rest questions of the above case | Checked |
||
| 73 | 09211002217 | Auditing of bill statements | Combined task- Link for reference https://www.connectclue.com/article/details/TTUR2351622048546652/auditing-of-bill-statements | Checked | |
| 74 | 09311002217 | Auditing of bill statements | Checked |
||
| 75 | 09411002217 | State the advantage of sending a regret letter to a guest who is not satisfied with some parts of services. | Checked | ||
| 76 | 09511002217 | Explian Six Sigma | PPT | Checked |
|
| 77 | 09611002217 | Explain the numerical- Numerical no 1 | https://imgur.com/a/nhqRPtY | Checked | |
| 78 | 09711002217 | Explain the numerical- Numerical no 2 | https://imgur.com/a/nhqRPtY | Not Checked | |
| 79 | 09811002217 | Explain the numerical- Numerical no 3 | https://imgur.com/a/nhqRPtY | Checked | |
| 80 | 09911002217 | Present few live examples of Employee Empowernment | Make a video | Checked | |
| 81 | 10111002217 | Environment friendly Practices followed by hotels. | Checked |
||
| 82 | 10211002217 | ARR and RevPar | Make it in Excel. | Checked |
|
| 83 | 10311002217 | Explain the concept of Commissioning : OTA Model-(Merchant) | Make PPT . Refer https://www.connectclue.com/article/details/TTUR2351622127837335/online-travel-agency-models- | Checked |
|
| 84 | 10411002216 | Designing chart-New strategies in hotels towards revenue enhancement. | Combined task | Checked |
|
| 85 | 10511002217 | Checked |
|||
| 86 | 10611002217 | Collect two situations of handling guest complaints and how to deal with it. | Combined task | Checked | |
| 87 | 10711002217 | Checked |
|||
| 88 | 10811002217 | Explain the concept of Commissioning : OTA Model-(Opaque) | Make PPT . Refer https://www.connectclue.com/article/details/TTUR2351622127837335/online-travel-agency-models- | Checked |
|
| 89 | 10911002217 | Explain the concept of Commissioning : OTA Model-(Agency) | Make PPT . Refer https://www.connectclue.com/article/details/TTUR2351622127837335/online-travel-agency-models- | Checked | |
| 90 | 11011002217 | Explain the numerical- Numerical no 2 | https://imgur.com/a/nhqRPtY | Checked |
|
| 91 | 11111002217 | Explain the numerical- Numerical no 3 | https://imgur.com/a/nhqRPtY | Checked |
|
| 92 | 11211002217 | Plan a training schedule for 15 employees of front office department of a five star hotel. | Checked |
||
| 93 | 11311002217 | Case study | Explain
the case and answer q1 from the
mentioned blog-
https://www.connectclue.com/article/details/BLUR2351624430225491/an-effective-methodology-for-front-office-training--case-study-method |
Checked | |
| 94 | 11411002217 | Answer the rest questions of the above case | Checked | ||
| 95 | 11511002217 | Auditing of bill statements | Combined task- Link for reference https://www.connectclue.com/article/details/TTUR2351622048546652/auditing-of-bill-statements | Checked |
|
| 96 | 11611002217 | Auditing of bill statements | Checked |
||
| 97 | 11711002217 | State the advantage of sending a regret letter to a guest who is not satisfied with some parts of services. | Checked |
||
| 98 | 11811002217 | Explain Six Sigma | PPT | Not Checked | |
| 99 | 11911002217 | Numerical no 4 | https://imgur.com/a/nhqRPtY | Checked |
|
| 100 | 12011002217 | Numerical no 5 | https://imgur.com/a/nhqRPtY | Checked | |
| 101 | 12111002216 | Explain Employee Motivation techniques | Make PPT Refer :https://www.connectclue.com/article/details/TTUR2351625539227362/front-office- | Not Checked | |
| 102 | 12111002217 | Why Orientation Is Important for New Employees | Make PPT Refer :https://www.connectclue.com/article/details/TTUR2351625539227362/front-office- | Checked |
|
| 103 | 12211002217 | Explain Job Description and Specification in Front Office department | Make PPT Refer :https://www.connectclue.com/article/details/TTUR2351625539227362/front-office- | Checked |
|
| 104 | 12311002217 | Hiring process, Recruitment and selection | Make PPT Refer :https://www.connectclue.com/article/details/TTUR2351625539227362/front-office- | Checked | |
| 105 | 12411002217 | Job Description and Job Specification of RDM | Checked |
||
| 106 | 12511002217 | Design a brochure for different packages offered by a Heritage property for business purpose | Checked |
||
| 107 | 50111002217 | Design a brochure for different packages offered by a Business Hotel in a city | Checked |
||
| 108 | 50211002217 | Design a brochure for different packages offered by a Hotel in a Pilgrimage City | Checked |
||
| 109 | 75111002217 | Create a duty roster for front office department of a 5 star hotel having 400 rooms | Checked |
Post updated on: Aug 14, 2021 1:58:35 AM
Still wondering
what to wear this Rakhi?
Sometimes, it can be tricky to choose the right outfit that perfectly
radiates the festive vibes.
It's time to ditch the same old ideas as I have some quirky Indo-Western
as well as traditional outfit ideas for you to rock this festive season.
You may opt for a crop top with a pleated skirt, focusing a little show
off of naval point. With or without Shrug, the dress is going to look amazing. To
get it stitched by your favorite tailor is the best choice. So what you have
to do, is to search a nice color cotton fabric for yourself.
To add the perfect amount of glam to your look, add a silver chunk pair of earrings with a nice
pair of matching closed shoes and you are good to go!
Also, a set of Palazzo and a crop top has proved to be very trendy, for
heighted girls. Palazzo has to be little short, and the dress will look its
best a heeled closed shoes.
And another way to stand out from the crowd could be if you coordinate
your outfit with your favorite.
Now it is not easy, either the color has to match or the print of cloth.
Sometimes, the same style too.
If you are someone who prefers comfort over style, we have got you
covered too. You could pick cotton Indo- western long dresses, with a little
mirror work. Rain and humidity go hand in hand, so opting for lightweight and
comfortable wear, like dresses in pastel colors and bright floral prints will
not only help you stand out but also feel free during the humid weather.
Accompanied with a stylish pair of shoes and matching danglers.
No wonder, you are
the best designer of yourself.
Post updated on: Aug 2, 2021 1:48:10 PM
Time management-
Peak
performance, cost effectiveness, overtime, shifts, duty roasters, staff
allocation, and crisis management, Effects of inter and intra departmental
communication and co-ordination on performance.
Peak Performance:
The ability to do one?s best, in one?s best physical state.
Peak Performance occurs when activities are
done to ensure that goals are consistently being met in an effective and
efficient manner. Peak Performance can focus on ensuring consistent performance
of the organization,
a department, processes to
build a product or service, employees, etc.
Peak
Performance in the current scenario:
The Indian hospitality industry's rapid growth is being derailed owing to high attrition and fickle loyalty of its most important resource -people.
Today the hotel appears to be a punishing environment, it demands exceptional performance from employees, while promising great rewards, career
opportunities and job enrichment. The skill sets required by an employee have evolved over the years, transforming their linear roles to multi-functional operations.
Ensuring Peak Performance
?
Motivational Techniques like performance appraisals, rewards, incentives, perks, benefits.
?
Good
working environment, supportive colleagues, encouraging & understanding
supervisors
?
Delegating
challenges & new tasks.
?
Participation in events, contests etc.
?
Training
to develop the right skills needed.
Financial Incentives:
?
Increasing motivation through financial
rewards is a method that is most common when businesses rely on the quantity of
the output of employees. In front office incentives are given to those who
manage to rise above the expected monthly revenue.
?
Introducing fringe benefits instead of
increasing wages or
salaries such as company cars, private
health, or interest-free loans from the business.
Non Financial Incentives:
?
Money may not be an effective motivator, although it may have some
effect in the short term: employees may also see factors aside from money as prime
motivators.
?
Motivation may be increased by giving employees more responsibility so that they feel their contribution is more
valuable to the business and that their role is of higher importance. They also may be promised
that the chance of promotion exists
if they reach a certain standard or target.
Job
Enlargement:
This involves expanding the job of an employee that has them doing more work
of a similar nature to what they already do. This may be allowing them to
complete the whole task instead of just part of it, for example, taking
guest reservation as well as processing room charges. This process ideally removes the boredom out of
the job by eliminating the repetitiveness out of tasks and allowing them to
complete the whole process, further increasing their responsibility.
Job Rotation
This involves allowing employees to change
the nature of their job periodically. In front office, a front desk assistant
can be rotated into departments like Bell Desk, Reservation, Cashier, Telephone etc
The purpose of this is that the employee,
again, is satisfied by reduced boredom and also motivated by the achievement of
increased skills.
Job
Enrichment
Similar to job enlargement, you can enrich
an employee?s job by expanding their tasks to give a higher level
of responsibility in the nature of work they do.
For example The Task list can
be expanded to include tasks like promoting the hotel?s restaurants through
guest interaction, upselling, handling guest complaints etc
Training
?
Hotels have management training programmes, such as Taj?s IHCL, EIH of Oberoi, and The Park, which serves as an
apt training ground. Once an
individual has entered the system, they are given an induction and subsequently
trained, a stepping-stone to ensure peak performance. Perhaps one factor which
requires utmost attention initially is training an employee to understand the
corporate philosophy and culture of a property and brand, says Andrew
Mensforth, general manager, Park Hyatt Goa, without which an employee can never
completely integrate himself as a part of the other associates, and be
completely in and comfortable sync with the hotel's unique service
style.
?
Developing the synergy between appraisals and training helps in retaining
right people at right place on right time
Numbers
and Hours:
How many Front Office Executives are needed? One Executive should
be able to handle 50-60 occupies rooms. If he/she was also was taking care of
cashiering then the ratio would have reduced. This depends upon:
?
The
occupancy rate
?
Average
length of stay: long stayers lesser burden
?
The
pattern of activity: Departure and Arrivals peaks could mostly be in early
morning and afternoons. Airport hotels may have more even distribution of
arrival departure patterns.
?
The amount
of personal Contact required: This could be reduced by preregistering groups, taking
care of Groups by Group Organisers, Automated check-in, check-out. FITs may
welcome these innovations but others may still want the personal touch.
?
The
character of Hotel: A few minutes wait may be ok in smaller town leisure hotel,
but not in busy city centre environment.
?
The
technology being employed: manual methods more expensive because of clerical
work.
Activity
patterns of the main front office areas:
1.
Booking
requests for a large international hotel may come in at any time of the day or
night, but mainly during normal business hours.
2.
The
telephone operators will also be busiest during business hours.
3.
The desk
should be staffed throughout the 24 hour period but least during the night
shift. The main peaks will come during the check-outs (7.30 -10.30 am) and
arrivals (1.00 to 7.00 pm)
4.
The
control process should go on all the time, but the natural time for general
review is the middle of the night. Known as Night Audit.
This activity pattern calls for a series of shifts. With a normal
working day of 8 hours, the 24 hour period can be divided into three
consecutive and overlapping shifts namely:
?
Morning
Shift starting between 6.30 to 7.30 hrs.
?
Afternoon
shift from 14.30 to 15.30 hrs.
?
A night
shift (graveyard shift) from 22.00 to 23.00 hrs.
Sometimes a general shift from 9 am to 6 pm is also given to few
employees which is the normal business hours. Employees in this shift are able
to attend to many back office activities during this period. It may be more
suitable for older, experienced person with a family, or could be introduced as
a part of the rota scheme to allow staff a ?normal day? at regular intervals.
Duty
Roaster and Staff allocation:
Arranging staff rotas is one of the most challenging duties of the
front office manager. Following considerations need to be made for this:
?
Holiday
entitlements
?
Advance
preparation of rota
?
Right mix
of youth and experienced staff
?
Occupancy
forecasts need to studied before preparation of a rota.
Overtime
Minimum work hours are 9 hrs as per factories act 1948. An employee working more than 9 hours is
eligible for payment as over time or compensatory off as per company policies. (Implemented in hotel
industry from 2009 onwards).
Crisis
Management:
Crisis Front Office Management should develop property specific
procedures for responding to emergencies such as fires, natural calamities,
medical emergencies, crimes, terrorist activities, threat or attack. Regular
review of Crisis Management must be done by Management. Front Office staff who
react quickly and efficiently to an emergency situation may help in preventing the
damage.
Interdepartmental
Communication
Pivotal
role in delivering quality service.
The Front Office communicates guests? requirements to other
departments which work in close coordination and cooperation to deliver
required products and services. Communication of Front Office with following
departments is maintained for desired service standards:
Housekeeping:
The FO and Hk department communicate with each other for the
following information:
Room Status: Both
these departments must coordinate on the room status report. Hk department
prepares an occupancy report which is sent to the front office department where
it is tallied with room status records. This helps to:
?
Update
room status
?
Find
Sleepers (a room from which the guest has checked out but is showing as an
occupied in front office status records).
?
Know the
exact house count
?
Coordinate
in guest room change.
Security concerns:
Housekeeping personnel must inform the front office in case of any suspicious
activity.
Special Arrangements: Guests request for additional or special amenities during their
stay like extra blanket, soap, shampoo, iron to the front desk which must be
conveyed at the earliest to the hk department. For special guests extra
amenities? request like flower arrangement, bath robe etc must be conveyed by
the reservations or front desk to housekeeping. Special arrangements for VIPs,
groups and crews also need to be conveyed to housekeeping.
Food and
Beverage Department:
The Front Office department informs the F & B department about
the arrival departure of guests, which helps them to plan their work schedule
and staff requirement. It also informs F & B about special food
arrangements and parties. The Front Desk sends information about:
?
The
arrival and departure of guests
?
Setting up
bars in VIP rooms
?
Special
arrangements lile cookies, fruit basket, and assorted dry fruits.
?
In-house
and expected VIPs, and corporate guests.
?
In house
and expected groups
?
In house
and expected crews
?
The scanty
baggage in house guests; all points of sales are notified to receive all
payment in cash from these guests.
?
Groups and
guests with bookings of specific meal plans.
Sales and
Marketing Department:
Front Office department coordinates with S & M for the
following information:
?
Guest
histories
?
Room
reservations records
?
Current
room availability status
?
Group,
corporate and crew bookings
?
Setting
the transient and bulk room sales.
Front Office must keep information on room availability status and
guest histories accurate and updated. This helps S & M dept. to make
packages to sell in the future period.
Engineering
and Maintenance:
Front Office communicated with E & M dept. for proper upkeep
of systems and equipments installed in the department. Front Office also
informs E & M of any repair work in an occupied guest room, they also work
put a schedule so that the maintenance work is carried out in the absence of
the guest in the room. Such complains are logged in repair work orders? book. A
request from the guest regarding maintenance is always followed up by the Front
Office staff and time of completion is also noted.
Security:
The Front Desk is a link between guests and other departments of
the hotel. When a guest has security concerns like fire, robbery, theft, or any
other emergency, the front desk should explain the emergency procedure to the
guest while calling on security personnel to resolve the problem.
Finance Controller
The front desk provides a daily summary of the financial
transactions after night auditing to the finance controller. The information
provided by the front desk helps the finance controller to make the budget and
allocate resources to the current financial year. Financial data for billing
and maintenance of credit card ledgers is given by front desk. High balance
report etc help F. controller to formulate policies and strategies to recover
the money from the guest and companies.
Human
Resource
For growth and development of front office employees, a close
coordination between the two departments is necessary. The front office informs
HR about the requirement of new staff, training requirement for the new staff,
fresher training for the existing ones, and cross training requirements. The
Front IOffice prepares the guidelines for the selection of its employees.
Banquets:
Front Office coordinates with the banquets for putting information
and placing directional signals for various functions happening at the hotel.
The Banquets department sends the function prospectus to the front office so
that in case any communication is received by the FO of the hosting parties, it
may be sent to the Banquets.
Thus besides communicating with guests, the front office also
communicates with internal customers who are the other departments of the
hotel.
Post updated on: Jul 18, 2021 3:41:14 PM
What is Management? Is it a science or art or a mixture of both. Whatever we are learning is a mixture of both because of its dynamic nature. When we develop a concept- It is science, we simultaneously develop the system of delivery - Which is art.
Front office management being an objective oriented subject, involves planning, decision making, innovation, revenue maximization, controlling and customer focused services. It is all about great ideas, people and achievement and therefore requires the mixture of both; art and science.
A front office personnel plays a key role in meeting the guest?s needs. He/ she effectively meet various challenges which help the hotel to satisfy its guests and when their training is conducted inefficiently, after completion it seems as if the trainee?s have donated their blood and they are completely drained out. Nowadays, trainees demand innovation in learning.
Case studies are a pace to move forward to advance teaching. It presents a new dimension to the trainees by giving broader concept of the operations. From the time a guest makes a reservation and arrives at a hotel through the time he or she departs, may form various cases. For example, guest turning to front office with questions, requests, comments and complaints. It brings together the theoretical inputs and hand on practical exercises and divert the trainee?s mind beyond their thinking level.
A case study is a puzzle that has to be solved to achieve best possible option in respective situation. A good case study makes the trainees realize as if they are the part of the scenario and commence them to think for more innovative ideas. The case should have enough information in it that readers can understand what the problem is and after thinking and analyzing the information; the readers should be able to come up with a proposed solution. Mostly real case studies put more strength than fictitious cases as they are the real examples of an organization which includes the relevant data and adds to the trainee?s interest. which includes the relevant data and adds to the trainee?s interest.
Just Imagine, if a trainer says, ?This is my real life example when I was with XYZ hotel, please tell me what you would have done if it ever came to you?. Don?t you think they would provide us more innovative ideas to defeat us?
Before conducting a case study in the training, it is very crucial to properly select a case. Should the case study be related to Customer Service, PMS, Reservation of a group or welcoming a walk-in? We must try to relate it with the previous topic discussed as well as with the current one. It will help the trainee?s to recall and brush up all the topics with a LIVE example. Case study research excels at bringing us to an understanding of a complex issue and can extend experience or add strength to what is already known through previous research.
It is a good practice to distribute the case study at the end of the session and ask them to go through and discourse it next day, which will help them to grasp more and more ideas. As per a research, a case study requires a minimum of two hours to hash out.
Before starting to refer a case, first think of several important ?design? questions:
What are theories or concepts of hospitality you are going to teach through the case?
How would trainees react to the case? Is it sufficiently challenging and interesting?
Is the case relevant for all the theoretical inputs required to learn a topic?
Would the case help in brain storming of the trainees?
Do we have the proper solution to the questions of the case?
Will the case study help the trainee?s in relating it with other topics as well?
Case will need a conclusion. Rather than putting answer in the case, leave the trainee?s with some more questions. It is not about correction in the answers given by the audience, as everyone has different skills to handle a situation. And since no two guests, two hotels are ever the same and so no manager has the same qualities; they have their different opinion about a situation and different strength to handle it. The variety of talent and skills are needed to satisfy guest needs which makes to front office work exciting and challenging.
The case method is a powerful approach to teaching and learning hospitality subjects. Its main advantage is that it is ?problem-oriented?, as opposed to solution-based, approach to teaching and learning. It allows trainees to participate in ?real-life? decision making processes by first identifying the major ?problem? in the case before formulating appropriate solutions.
Seeing the nature and importance of front office department, case study is one of the best methodologies to produce empowered staff, who can take correct decisions in different situations.
Case Study:
Is overbooking important than frequent-stay guest?
Occupancy has been so high that year, that the hotels had regretted a large number of reservations.
In 2006, a group of eight men from a leading MNC group did not agree to check in, due to poor efficiency of front office department to reserve rooms for them. Seven single rooms were booked for these guests, one month prior to the date of arrival at a corporate rate. When they reached the hotel for check in at the reception at 2 am, the hotel refused to provide accommodation to four of the guests, due to non-availability of room.
The guests from the same company refused to check in, as the reservation was made for the entire group and not for four of them. The condition was worse because they were Frequent-Stay Guest (FSG) and this was not expected from the hotel.
The only suggestion the duty manager could give was to accommodate four of them in a double deluxe room (two double beds in a room). The guests were irritated and asked to call front office manager, who was not available. They started shouting, ?We had already received confirmation from you. Does it make no sense to you? We are not going to check in, till your manager comes to the hotel.?
They all sat in the lobby, waiting for the front office manager to come. The front office manager was called by the duty manager in the night, and he spoke to the guest, apologised for the same and somehow the guests were accommodated in the same suite room and assured that they will be shifted to their reserved status room early morning and the check in was made accordingly.
The problem arose due to overbooking of rooms, due to which all rooms were occupied and led to guest dissatisfaction.
Questions
What do you think the front office manager would have said the guests?
Was the management failure here; if so what?
What further long-run action should management take?
What measures can you take to avoid the situation?
What should be the action of night shift staff for morning shift?
Front office management being an objective oriented subject, involves planning, decision making, innovation, revenue maximization, controlling and customer focused services. It is all about great ideas, people and achievement and therefore requires the mixture of both; art and science.
A front office personnel plays a key role in meeting the guest?s needs. He/ she effectively meet various challenges which help the hotel to satisfy its guests and when their training is conducted inefficiently, after completion it seems as if the trainee?s have donated their blood and they are completely drained out. Nowadays, trainees demand innovation in learning.
Case studies are a pace to move forward to advance teaching. It presents a new dimension to the trainees by giving broader concept of the operations. From the time a guest makes a reservation and arrives at a hotel through the time he or she departs, may form various cases. For example, guest turning to front office with questions, requests, comments and complaints. It brings together the theoretical inputs and hand on practical exercises and divert the trainee?s mind beyond their thinking level.
A case study is a puzzle that has to be solved to achieve best possible option in respective situation. A good case study makes the trainees realize as if they are the part of the scenario and commence them to think for more innovative ideas. The case should have enough information in it that readers can understand what the problem is and after thinking and analyzing the information; the readers should be able to come up with a proposed solution. Mostly real case studies put more strength than fictitious cases as they are the real examples of an organization which includes the relevant data and adds to the trainee?s interest. which includes the relevant data and adds to the trainee?s interest.
Just Imagine, if a trainer says, ?This is my real life example when I was with XYZ hotel, please tell me what you would have done if it ever came to you?. Don?t you think they would provide us more innovative ideas to defeat us?
Before conducting a case study in the training, it is very crucial to properly select a case. Should the case study be related to Customer Service, PMS, Reservation of a group or welcoming a walk-in? We must try to relate it with the previous topic discussed as well as with the current one. It will help the trainee?s to recall and brush up all the topics with a LIVE example. Case study research excels at bringing us to an understanding of a complex issue and can extend experience or add strength to what is already known through previous research.
It is a good practice to distribute the case study at the end of the session and ask them to go through and discourse it next day, which will help them to grasp more and more ideas. As per a research, a case study requires a minimum of two hours to hash out.
Before starting to refer a case, first think of several important ?design? questions:
What are theories or concepts of hospitality you are going to teach through the case?
How would trainees react to the case? Is it sufficiently challenging and interesting?
Is the case relevant for all the theoretical inputs required to learn a topic?
Would the case help in brain storming of the trainees?
Do we have the proper solution to the questions of the case?
Will the case study help the trainee?s in relating it with other topics as well?
Case will need a conclusion. Rather than putting answer in the case, leave the trainee?s with some more questions. It is not about correction in the answers given by the audience, as everyone has different skills to handle a situation. And since no two guests, two hotels are ever the same and so no manager has the same qualities; they have their different opinion about a situation and different strength to handle it. The variety of talent and skills are needed to satisfy guest needs which makes to front office work exciting and challenging.
The case method is a powerful approach to teaching and learning hospitality subjects. Its main advantage is that it is ?problem-oriented?, as opposed to solution-based, approach to teaching and learning. It allows trainees to participate in ?real-life? decision making processes by first identifying the major ?problem? in the case before formulating appropriate solutions.
Seeing the nature and importance of front office department, case study is one of the best methodologies to produce empowered staff, who can take correct decisions in different situations.
Case Study:
Is overbooking important than frequent-stay guest?
Occupancy has been so high that year, that the hotels had regretted a large number of reservations.
In 2006, a group of eight men from a leading MNC group did not agree to check in, due to poor efficiency of front office department to reserve rooms for them. Seven single rooms were booked for these guests, one month prior to the date of arrival at a corporate rate. When they reached the hotel for check in at the reception at 2 am, the hotel refused to provide accommodation to four of the guests, due to non-availability of room.
The guests from the same company refused to check in, as the reservation was made for the entire group and not for four of them. The condition was worse because they were Frequent-Stay Guest (FSG) and this was not expected from the hotel.
The only suggestion the duty manager could give was to accommodate four of them in a double deluxe room (two double beds in a room). The guests were irritated and asked to call front office manager, who was not available. They started shouting, ?We had already received confirmation from you. Does it make no sense to you? We are not going to check in, till your manager comes to the hotel.?
They all sat in the lobby, waiting for the front office manager to come. The front office manager was called by the duty manager in the night, and he spoke to the guest, apologised for the same and somehow the guests were accommodated in the same suite room and assured that they will be shifted to their reserved status room early morning and the check in was made accordingly.
The problem arose due to overbooking of rooms, due to which all rooms were occupied and led to guest dissatisfaction.
Questions
What do you think the front office manager would have said the guests?
Was the management failure here; if so what?
What further long-run action should management take?
What measures can you take to avoid the situation?
What should be the action of night shift staff for morning shift?
Post updated on: Jul 14, 2021 9:17:46 PM
Total Quality management in
Hospitality
Total
means each and every person of the hotel, Quality is the
degree of excellence of products or services and management is an art of
dealing with or controlling things or people.
And so,
TQM describes a management approach to long-term success through
customer satisfaction. It is a
continuous process of improvement of Quality and Processes.
The
concept of TQM was originated after World War II, when US completely destroyed
the economy of Japan by the A- bomb. Americans sent their best scientist William Edwards Deming (1900-1993)
to Japan. He was a statistician and
business consultant whose methods helped hasten Japan's recovery after the
Second World War and beyond.
Hospitality
is a very unique Industry, a hotel must adopt TQM practices to be at the top,
one must keep implementing new strategies to be unique form others. There are
various examples where Hotels have proved themselves to be adopting various
Quality measures like Installing Solar panels in ITC Grand Chola, following
employee empowerment in Ritz Carlton, etc.
Five Pillars of TQM:
1. Product/ Service- A hotel must
have functional products and exceptional services. It is important to upgrade
products from time to time and to train employees to provide the world class
service to their guests.
- Organization-
Every company has a big hierarchy. And it is very essential to build a
strong organisation by hiring good and experienced employees and to train
them from time to time.
- Commitment-
Everyone from top to bottom objective must be to achieve the goal of the
organisation.
- Process-
Hotels follow standard operating procedures for every work. If everyone
follows the procedure provided by the employee, the system will be error
free.
- Leadership-
The hierarchy must have good leaders. Mostly companies are known by good
leaders and vice versa.
Practices
of Total Quality Management
1. Japanese 5- S practice
2. Business Process Re-Engineering
3. Control Circles.
4. Employee Empowerment.
5. Six Sigma.
6. Benchmarking.
Japanese 5 S practice
Seiri
(sort): It means sorting the equipment?s of the workplace and removing not required
and defected pieces.
Seiton
(systematize): Putting all the sorted items in their place and providing easy
access so that they are ready for use when needed.
Seiso
(sanitize): An action to clean the workplace daily (equipment, work area, mind,
preventive maintenance)
Seiketsu
(standardize): Involves creating guidelines for keeping the workplace
organized, orderly and clean.
Shitsuke
(self-discipline): Involves training and discipline, to ensure that everyone
follows the 5 S standards.
Business Process Re-Engineering (BPR)
BPR is
through rethinking of all business processes, job definitions, management
systems, organization structure, work flow, and underlying assumptions and
beliefs.
BPR's
main objective is to break away from old ways of working, and redesign of
processes to achieve improvements in critical areas (such as cost, quality,
service, and response time) through in-depth use of technology.
It
challenges managers to rethink traditional work methods and commit themselves
to customer focused processes.
It uses
recognized techniques for improving business results and questions the
effectiveness of the traditional organizational structure.
Benchmarking
Another method,
companies implement for continuous improvement is by following footsteps of the
organisation they admire (practices of companies considered best in class). For
example, Park Group of hotels want to work on their customer satisfaction, they
will start looking for a company which is best in customer satisfaction. Let?s
say, they find The Oberio group of hotels the best. Park hotel will start
following all the rules and policies used by Oberoi hotels. Also they can
follow Amazon International, as Benchmark Company does not have to be in the
same business, as long as it excels at something that the company doing the
study wishes to emulate.
Team Approach/ Quality Circles
TQM
stresses that quality is an organizational effort. To facilitate the solving of
quality problems, it places great emphasis on teamwork. The use of teams is
based on the old adage that two heads are better than one. Using techniques
such as brainstorming, discussion, and quality control tools, teams work
regularly to correct problems. The contributions of teams are considered vital
to the success of the company. For this reason, companies set aside time in the
workday for team meetings.
Teams
vary in their degree of structure and formality, and different types of teams
solve different types of problems. One of the most common types of teams is the
quality circle, a team of volunteer production employees and their supervisors
whose purpose is to solve quality problems. The circle is usually composed of
eight to ten members, and decisions are made through group consensus.
The teams
usually meet weekly during work hours in a place designated for this purpose.
They follow a present process for analysing and solving quality problems. Open
discussion is promoted, and criticism is not allowed. Although the functioning
of quality circles is friendly and casual, it is serious business. Quality
circles are not mere talk sessions. Rather, they do important work for the
company and have been very successful in many firms.
Employee Empowerment
One of
the best strategy is to empower all employees to find a better solution
themselves. With the old concept of quality, employees were afraid to identify
problems for fear that they would be reprimanded.
This new
concept of quality, Employee Empowerment, provides incentives for employees to
identify quality problems. Employees are rewarded for uncovering quality
problems.
Ritz Carlton
luxury hotels and resorts are practicing employee empowerment
from long. As per this, they allow their employees to handle customer
complaints themselves, and not to seek permission from senior. And so, Ritz-Carlton luxury hotels and resorts, are very famous for
providing outstanding services to their guests and treating their employees as
Internal customers.
Workers
are empowered to make decisions relative to quality in the production process.
They are considered a vital element of the effort to achieve high quality.
Their contributions are highly valued, and their suggestions are implemented.
In order to perform this function, employees are given continual and extensive
training in quality measurement tools.
To
further stress the role of employees in quality, TQM differentiates between
external and internal customers. External customers are those that purchase the
company's goods and services. Internal customers are employees of the
organization who receive goods or services from others in the company. For
example, the packaging department of an organization is an internal customer of
the assembly department. Just as a defective item would not be passed to an
external customer, a defective item should not be passed to an internal
customer.
Six Sigma
Six Sigma
is a statistical concept of Total quality Management, wherein Company says thy
will produce Zero defects in their products. It means a company is focusing on
upgrading their products and side by side challenging on producing zero
defects.
Six Sigma
has only recently been introduced to the hospitality industry, though, when
Starwood Hotels adopted it into their hotels in 2001. Six sigma is a
statistically based business strategy that companies attempt to apply to help
in reducing defects in products and services. In the case of the hospitality
industry, in theory, it could be used to improve services from hotel check-in
to waiting times for tables in restaurants. Starwood was the first hospitality
company to introduce it. They have implemented a fully developed program that
starts at the corporate level and identifies key people at the unit level to
champion it
The six
steps of achieving Six Sigma are as follows:
-
Creating and identifying strategic business objectives
-
Creating core and sub processes
-
Identifying process owners
-
Creating and validating performance measures
-
Collecting data on performance measures
- Determining and prioritizing projects for improvement.
- Implementation of the Six sigma philosophy on the Front Office department of the hotel are:
Reduce
wait time during peak check-in time
Reduce
wait time during peak check-out time
Eliminate
billing errors and improve accuracy
Accuracy
of information
Increase
customer delight at the Executive Club
Implementation
of the Six sigma philosophy in the food and beverage area of a hotel or a
restaurant:
-
To maintain optimal inventory
-
Minimize wastage/pilferage
-
Standardized output of Food and Beverage
-
Reduce the time from order to service
-
Optimal utilization of current product mix (F&B/Outlets) to
increase revenue.
Post updated on: Jun 23, 2021 2:49:55 AM
Online travel agency models
OTA acts as 24/7 appointed salesman for the hotel.
It can be said that they are one stop solution for all hotel bookings for end
customer.
1. Merchant
Model
The main characteristic of a Merchant
Model OTA is that OTA's
purchase rooms in bulk due to the contract between OTA and hotels to sell base
number of rooms.
In
this case hotels give the OTA a net rate, to which a mark-up is applied to
determine the sell
rate to
the end consumers. Generally the mark-up or margin for the OTA is determined by the
agreement between the hotel and the OTA.
The
guest pays the OTA at the time of booking a room, and the OTA afterwards pays
the hotel when the actual stay occurs.
Examples
of OTA's using merchant model are Expedia,
Priceline, Agoda and Getaroom.com. On these websites the hotels obtain a
preferred (direct) listing, and the hotel property is placed above
product sources from other providers.
Beside
the BAR (best
available rate) Merchant
Model OTA also offer additional
promotional rate levels, for hotels to attract more demand. Examples are discounts
for dynamic packages, allowing the OTA to bundle the hotel room together with a
flight or car rental, creating competitive offers.
Advantages
of Merchant model are:
1. Good bargain
power due to bulk purchase leading to higher profit margin.
2. Can select rooms usually preferred by the guest.
3. OTA can package hotel with other offers such as
flight/car.
Disadvantages
of Merchant model are:
1. May not be
preferred by hotel owner due to huge profit margins of OTA.
2. May need bulk investment if contract is prepay payment
to hotel.
2. Agency Model- In this
model, OTA's work on commission basis. Here the guest pays the hotel directly
when the stay occurs and the hotel pays
the OTA commission after
the stay has taken place.
In this case a Hotel provides
the OTA a final sell rate,
over which a commission is paid to the OTA by
the hotel after the booking at
the hotel has been consumed. The commission level
has been agreed upon prior in the distribution partnership agreement between
the Hotel and OTA.
( generally from 15- 30 percent)
A key advantage of the Agency or commission OTA Model
is that the Hotel sets the final sell rate directly.
It will allow hotels to create a transparent price positioning to consumers, taking rate parity as
a strategy into consideration.
The very well known example of agency model is Booking.com.
Advantages
of Agency Model:
1. No upfront huge capital investment is required
2. Preferred by hotel owners due to more control over
final selling price.
3. As its east to collaborate with many hotels, end
customer gets wider choices.
Disadvantages
of Agency Model:
1. It has less bargaining power for OTA.
2. It has less
profit margins for OTA.
3. Its cannot be
packaged with other offers.
3.Opaque Model: An Internet sales method in which
consumers "bid" an amount they are willing to pay for a room on a
specific arrival date and the third party: Web-site operator matches that bid
with a hotel willing to sell a rooms) at that rate.
Opaque Sites are booking channels and OTA websites where the hotel
remains hidden until after the purchase is complete. The customer sees only the
product category (destination, star rating of the hotel) and the price but not
the brand.
Usually
it doesn't accept refunds, changes or cancellations.
It
is basically a non-transparent discount offer. The sites are called opaque because the supplier remains hidden during the booking process.
This
segment is popular in the travel industry. It is used to sell unsold hotel rooms, airline seats
etc. The pricing
strategy helps
hotels to sell empty rooms without damaging their brand integrity and price
positioning.
It allows the hotel to reach out to a
price conscious audience in addition to their usual target group. An advantage
is the guaranteed revenue the hotel has, as the
reservation can't be modified after purchase.
The
best known Opaque Travel Websites are Priceline and Hotwire.
- Travelocity
/ Lastminute / Top Secret Hotels
- Getaroom.com / Unpublished Rates
- booking / Hidden hotel
- GTAHotels.com / Mystery hotel
- hotel.de / hotel Roulette
- HotelsCombined.com / hotel Roulette
- TravBuddy.com / hotel Roulette
- Easyclicktravel.com / Off The Record
- HotelDirect.co.uk / Hidden Gem/ Hotels
- BookIt.com / Mystery hotel
- SuperBreak.com / Mystery Hotels
- Wotif.com / Wot hotel
Post updated on: May 28, 2021 5:58:48 PM
Managing Quality and measuring guest
satisfaction
Managing Quality
Hotel industry has
a fixed room inventory; hence the industry cannot focus on the products
production. The industry can only work on improving their service quality.
Quality is the ability of a product or service to meet a customer's
expectations for that product or service.
Before
purchasing or using a product or service, customers always have their personal
expectation about its performance. After buying or using a product or service,
if the result is equal to or better than expectation, it means the expectation
has positive confirmation. Whereas, with the increase in number of competitors,
the organization need to improve their services from time to time.
Service quality in the
hospitality industry becomes one of the most important factors for gaining a
sustainable competitive advantage and customers? confidence in the highly
competitive marketplace, and therefore service quality can give the hospitality
industry a great chance to create competitive differentiation for
organizations.
Dimensions of Service
Quality
Performance indicates the performance
in relation to the prime objectives of the product. The hotels primary
characteristics are to have good rooms and nice food.
Reliability means how much you can rely on a product. It is the ability to perform the promised service
dependably and accurately.
Sahara Airlines, an
upcoming domestic air carrier within India, has been striving to protect itself
as a reliable airline. It hopes to differentiate itself from other airlines
Indian Airlines. To protect this reliability, Sahara Airways has a scheme of
full refund plus a coupon of Rs.3,000 to every passenger on delay of flights by
more than 59 minutes.
Responsiveness:
It is the willingness of the Hotel staff to help customers and to
provide them with prompt service. The customers may have queries, special
requests, complaints, etc.
Example ? A customer calls room service to find out if they would pack a
Jain lunch. It is not the hotel?s normal policy to cook such specialty and
customised meals. However, the customer being very religious minded would be
very pleased if the hotel could pack it for him to carry and eat. This may
impose some strain on the kitchen. However, the hotel may be rewarded in two different
ways if it agreed to provide the meal. The customer would be very pleased with
the service and is very likely to recommend the hotel to his friends and
acquaintances.
Assurance:
It defined as the ability of
the company to inspire trust and confidence in the service delivery. This
dimension is considered vital for services that involve high risk as customers
may not be able to evaluate all the uncertainties involved in the process by
them.
Example- Provision of Medical services to the guests, financial
securities for credit card authenticity, legal affairs in relation to BTC Guests and
Travel Agencies, etc., demand this service quality dimension.
Empathy
It refers
to the caring, personalized attention to each customer. When service provider
puts himself in the shoes of the customers, he may see the customer?s viewpoint
better. When customers feel that the provider is making his best effort to see
their viewpoint, it may be good enough for most.
Example, a lady customer with a young child arrives
slightly late at the check-in counter and requests the agent for a seat along
the aisle and near the toilet.
Even if all
such seats have already been taken up, the agent and the airline may make even
effort to request another passenger to exchange seats and meet the customer
demand. The lady passenger would be delighted if her request could be honoured
despite the last minute checking in, and even if she does not get such a seat,
she would be grateful for their effort.
Tangibles:
It refers to physical
facilities, equipment, and appearance of a service firm?s employees.
For Example:
Usage of best company machines,
Highly qualified staff in an Hotel, etc
When a patient in the waiting room of a clinic
sees the doctor?s certificate, he becomes aware of the quality of service he is
about to receive.
Measuring Guest Satisfaction
In a hotel persistent quality standards results in loyal guests
who use the services consistently and share this experience with acquaintances.
Toda the hotels have realized the importance of regular guests and retaining
these guests is one of the prime focuses of every hotel.
For the same purpose it becomes necessary for the hotel to
understand the needs of expectations of the guest and utilize their valuable
feedback for the continual development of their services and products. For a
hotel to maintain their commitment to the quality of their products, the
opinion of the guest is necessary. A few yardsticks of measurement taken up by
the hotels to ensure guest satisfaction are:
Guest history card: A record of the guests who have stayed in the hotel is maintained
by the front office department. This includes the guest name, address, contact
number, room history, guest preferences. A complete record of guests likes
& dislikes, any particular preferences or allergies etc are maintained.
This process is helpful with respect to regular guests. The guest history card
is a measuring tool for guest satisfaction and adhering to quality standards.
E.g. ? Mr. A is a regular guest of hotel XYZ. He prefers # 110and
is allergic to feather pillows. The hotel FO and Hk staff checks the guest
profile in the arrival list and takes care of his preferences during
pre-arrival.
Guest satisfaction tracking
system: A quarterly or half yearly
tracking is done. A detailed questionnaire examining every service area of the
hotel ranging from checkin, room hygiene, food and beverage quality, staff
behaviour and attitude, timely delivery of services and products are covered. A
percentage rating is achieved which is then used as a benchmark for future
performance goals.
Lately, questions are asked from guests to rate the hotel against
their competitors in the market. This allows the management to derive both
internal and external rating of where the hotel stands in the market.
Internal Audit: Internal auditors, especially in chain
hotels are sent from one property to another. The true identity of these
auditors is withheld by the management. The auditors check in as guests, avail
all the services of the hotel. An audit report is made by the auditors giving a
percentage rating along with feedback of every operational department of the
hotel. The departmental heads are responsible for presenting the audit report
to their team members. A plan of action is made and put into immediate practice
to overcome the stated discrepancies resulted from audit.
Mystery Guest: Similar to the internal auditor, an incognito auditor is hired by
the corporate management to check the services and products of the hotel.
Generally after every six months each hotel receives a mystery visitor to
inspect the property and assess the personnel in relation to the predetermined
service delivery standards. The hotels then receive percentage performance
rating which is then used as a benchmark for future performance targets. For
some hotels these ratings are the main criterion in the employee bonus and
increment scheme. The auditor?s report is presented to each employee from entry
level to managers. A plan of action is devised to overcome the shortcomings mentioned
in the report.
Room Sales Department: The room sales department of the hotel plays an important role in
collecting feedback from travel agents, corporate and forwarding it to the management
for corrective actions.
Post updated on: May 27, 2021 2:05:55 PM
ISO 14001
The ISO
14001 Environmental Management Standard series is a set of intentional
standards that focus on environmental
management. This series focuses, not on the actual product, but how
the product is produced. Its origins can be traced all the way back to the
United Nations Conference on Human Environment in 1972. It took another 20
years, however, before the standards and guidelines were actually put into
place at the Rio Summit on Environment
in 1992.
What
is ISO 14001?
ISO 14001
is the most well-known standard in the ISO 1400 family. Unlike many other
quality control standards, the ISO 14001 standard does not have any exact
measures. Instead it serves as the framework of control for businesses and
establishments to create their own Environmental Management Standards; it
focuses on how the standards can be applied in a business or organization to
meet the guidelines and standards. Each business must establish its own targets
and performance measures.
The ISO
14001 Standard is also the only standard against which businesses and
establishments can achieve certification from a third party. Achieving
certification is based upon meeting all three of the components of the ISO
14001 Environmental Management Standards; minimizing how business operations
negatively impact the environment, complying with the regulations and laws
outlined in the EMS and continual improvement.
ISO
14001 Principles
The ISO
14001 Standard is based on the Plan-Do-Check-Act
methodology, which is a system based on a concept of continual improvement.
It encompasses a total of 17 elements that are grouped into five phases.
1.
Environmental Policy (Plan): Review processes and
products to identify the current elements of operation and how those elements
impact the environment. Future operations are also assessed during the plan
phase to determine how they may impact various environmental aspects. Impact
may be direct (manufacturing process) or indirect (raw materials).
2.
Planning (Do): Identify the resources that
are required and document all procedures. Communication and participation are
essential to ensure success, especially in top management positions.
3.
Implementation and Operation (Check): Measure and monitor
processes. Report data and results.
4.
Checking and Corrective Action (Act): Ensure that objectives are
being met through a planned management review. Data gathered in step 3 is used
to determine if any corrective action is needed. Make necessary changes.
5.
Management Review (Continual Improvement Process):
Based on three dimensions that gradually move the business from operational
environmental measurement towards a more strategic approach when dealing with
environmental concerns and challenges. Dimensions include:
- Expanding the Environmental
Management Standards to more and more businesses areas
- Enrichment by managing more
and more processes, products, resources and activities
- Upgrading to improve the
organizational and structural framework of the EMS.
Post updated on: May 25, 2021 1:39:35 AM
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