Hospitality

1
Hospitality

• Answer book

2
Local Economy

• State 2 ways in which a new hotel may benefit
  (help) the local economy (2 marks)
• Employs local people
• Uses local businesses
• Brings in tourists
• Tourists spend money in local shops
• Local produce can be served in the restaurant
• Describe why is it important to help the local
  economy? (4 marks)
• It is important to help the local economy to
  encourage tourists into the area. It will also
  help to give local people jobs and therefore stop
  them moving away from the area. Local businesses
  will be able to expand by working within local
  establishments. If we dont help the local
  economy then businesses will not prosper and will
  have to lay staff off and possibly close down.

3
Describe the following types of menus.

• A set menu for a function (2 marks)
• This is a menu with a set amount of courses and
  limited choices, usually two or three choices for
  each course. There will be one price for the
  complete meal or buffet.
• Take away menu (2 marks)
• This is a menu of foods that can be similar, e.g.
  pizzas. Each dish has a set price and the food
  can be delivered or picked up. The foods are
  usually fairly cheap and they may also do meal
  deals.
• A la carte (2 marks)
• This is a menu with a wide range of dishes for
  each course. Usually starter, fish, main and
  dessert. The food is cooked to order and can be
  expensive.
• Table dhote ( daily menu) (2 marks)
• This is a menu with a small choice of dishes at a
  set price. It can be two or three courses and
  will often have a special dish included.
• Fast food menu (e.g. McDonalds) (2 marks)
• This is similar to a take away menu. It usually
  consists of a range of dishes made from one type
  of food, e.g. chicken or burgers. It is usually
  cheap and may have meal deals. Can be eaten in or
  out.

4
Menu Planning

• As part of the grand re-opening, the hotel is
  going to provide a special meal. Plan a suitable
  a la carte menu for the occasion, giving reasons
  for your choice (8 marks)
• Colour, flavour, texture, time of year, lots of
  choices, individual prices, nutrition, dietary
  needs.
• When planning the meal I would choose the
  following
• Starters. Tomato and Basil soup, pate and melba
  toast, crab cakes, mushroom tartlets.
• Main course. Chicken in rum and orange sauce.
  Pork loin with wild mushroom sauce. Spinach and
  ricotta lasagne
• Fish course. Pan fried sea bass with chilli
  dressing. Plaice with lemon and dill sauce.
  Grilled turbot with sautéed leeks.
• Desserts. Summer fruit gateau. Raspberry pavlova.
  Chocolate mousse with tuielle biscuit. Selection
  of cheese and biscuits.
• I have chosen these dishes as they have a range
  of colours, flavours and textures. They will suit
  customers of all ages and the soup and mushroom
  tartlets and lasagne are suitable for vegetarian
  diets. They have a range of ingredients and most
  are available all year round. The desserts are
  quite light and refreshing to eat after the
  previous course. I would also offer a sorbet
  between the starter and second course to refresh
  the palate. The dishes can be cooked to order and
  will show the skills of the chef while offering a
  good nutritious meal.

5
Menu Planning

• Analyse the main points that Judy and Jack have
  to consider when planning the menu for a
  childrens meal.
• Age, skills of chef, colour, flavour, texture,
  nothing too strong in flavour, nutrition, time of
  year, cost
• When planning the childrens meal Judy and Jack
  will have to consider the age of the children. Is
  the menu for toddlers or for older children. If
  it is for toddlers they will have to think about
  choking hazards like nuts. They will also have to
  consider the skills of the chef and what they are
  capable of making. They will also have to think
  about the time of year and what foods are readily
  available to keep the costs down. The meal should
  have a range of colours, flavours and textures to
  make the meal more appealing to the children. It
  is also important to think about nutrition and to
  ensure the meals are well balanced, they should
  have carbohydrates but not too much. They should
  also contain protein foods such as chicken, fish
  and meat. They should include fruit and
  vegetables for vitamins and as the menu is for
  children they should include calcium rich foods
  like milk and cheese for growth . Children do not
  like strong tasting foods such as chilli and
  curry so they will also need to consider this
  when planning the menu.

6
Menu Planning.

• Discuss the main factors that the chef should
  consider when planning a new menu.
• Cost, skills of chef, nutrition, special diets,
  time of year, customer preference, trends, size
  of kitchen and storage area.
• When planning a new menu the chef will need to
  think about the cost of the ingredients to make
  the dishes, they should range in price but not be
  too expensive as customers may not buy them. They
  will also need to think about what they are
  capable of making for example its no good putting
  soufflé on the menu if every time they are made
  they fail. The meals will need to be
  nutritionally balanced as more people are looking
  at what they eat and are trying to eat healthily.
  The menu must also include foods suitable for
  people with special dietary needs such as
  vegetarian. The dishes on the menu will vary
  according to the time of year, for example you
  wont want things like soups and stews in the
  summer but you would want them in the winter.
  Also you wouldnt include things like
  strawberries in winter as they are expensive to
  purchase and this will put prices up and mean
  less profit.. It is also important to think about
  food trends and what the customer usually eats.
  Lastly you would need to think about the size of
  the kitchen and the storage area available for
  the food, you cant have an extensive menu if you
  dont have mush room to prepare and cook the food
  or to store the ingredients to make the dishes.

7
Menu Planning

• As a functions manager in a local hotel Jane has
  a special responsibility for planning childrens
  parties. This week she has taken a booking for 20
  children aged 5 7. Discuss the choice of menu.
• As the food is for children aged 5 to 7 I think
  typical party finger food would be suitable. I
  say finger food so that the children can choose
  what they want to eat and it will not be too
  messy. Also finger foods can be served cold so
  there will be no risk of small children burning
  themselves. I would include foods like egg
  sandwiches as they are popular. Maybe cheese
  sandwiches but with cheese spread rather than
  grated cheese as it is less messy and will stay
  in the sandwich when picked up. I would also
  include mini sausages, or sausage rolls. These
  are popular with children and are easy to prepare
  and serve. I would also offer things like carrot
  sticks and grapes as these are healthy and form
  one of the five a day. I would also include a
  range of fairy cakes and maybe some wafer
  biscuits but not too many as they are quite
  sweet. For drinks I would suggest fruit juice as
  it is a healthy option and better than fizzy
  drinks which are high in sugar.

8
Teamwork

• Describe why teamwork is important in the
  hospitality industry.
• Faster, easy, help, share ideas, on time, happy
  customers, know what to be done.
• Teamwork is important in the hospitality industry
  as it helps to get things done quicker when you
  work as a team. If you work together it is easier
  to get things done and you can help each other,
  for example if you have finished you can help
  someone else and share the workload. You can
  share ideas and ensure you get things done on
  time. If things are done on time then the
  customers will be happy with the service. Also if
  you work as s team and someone os off you will
  know what needs to be done and someone can take
  on the role of the person who is away.

9
Teamwork

• What qualities do you need to be a team leader?
• Communication, time keeping, organisation,
  helpful, knowledgeable, training, confident.
• The qualities needed to be a good team leader
  are good communication skills so that you can
  relay information to the rest of the team. You
  should also have good time keeping and be
  flexible as you may have to work long hours and
  at short notice. You should be organised and know
  what is expected from you this will help to
  ensure the work is done on time. You should be
  helpful and able to advise others when they are
  unsure of what to do. You should have a good
  knowledge of the job and be able to train others.
  You will also need to be confident as you will
  have to speak to all members of the team.

10
Conferences

• What information would you need when taking a
  booking for a conference (meeting)? ( 4 marks)
• Name, address, credit card details, special
  requirements, number of delegates, layout of
  room, meals required, accommodation, equipment
• Evaluate the role of the conference manager on
  the day of the conference (meeting) (6 marks)
• The role of the conference manager on the day is
  to ensure firstly that the room is set up as
  required. They will brief the staff involved to
  ensure they know what they have to do during the
  day and when to serve the refreshments. They will
  also speak to the chef to ensure he is aware of
  the number of guests expected and check dietary
  needs and what time the food will be ready to be
  served. When the organiser arrives they will meet
  and greet them and check they are aware of fire
  procedures and where the toilets are. They will
  check they have everything they need and tell
  them the meal a times. They will check throughout
  the day that everything is ok and may ask the
  organiser to complete an evaluation form in at
  the end of the day. They will also ask if
  everything was ok and if anything could be done
  to improve their service.
• What equipment might you need for a conference
  (meeting)? (4 marks)
• Pen, paper, food, refreshments, OHP, white board,
  ICT facilities

11
Health and Safety

• When planning a room for an event of any kind
  e.g. Function or meeting, health and Safety is
  important.
• Describe how you would ensure the room is safe
  for the customers.
• Trips, spills, decorations, fire, first aid,
  wheelchair, signage, sharp objects, lighting,
  damaged equipment
• When planning a room for any event it is
  important to ensure it is safe for all the
  customers. There should not be anything that can
  cause people to trip like table clothes hanging
  on the floor or bags and coats in the alleyways
  between tables. It is important that there is
  room for everyone to get between the tables and
  this includes wheelchair access. If anything is
  spilt on the floor it should be cleaned up and a
  wet floor sign put up so that there is less risk
  of staff or customers slipping. Fire exits
  should be well sign posted and clear to enable a
  fast exit in the event of a fire. Relevant fire
  extinguishers should be in place and staff should
  be briefed on fore safety and how to get
  customers out quickly and safely. There must also
  be a qualified first aider and staff should be
  aware of who this is. Any decorations that have
  been out up should be secure and away from any
  source of heat. Warning signs should be in place
  for things like hot counters where food is served
  and staff can tell customers that plates are hot.
  All sharp object should be kept away from the
  edges of tables and broken glass cleaned up
  immediately. Rooms should have good lighting and
  be free from any damage like torn carpets that
  can cause tripping hazards. One way to ensure the
  room is safe is to complete a risk assessment
  before the event to make sure everything is safe
  and ready.

12
Record Keeping

• State three ways information can be kept in a
  hotel.
• Computer, paper, booking register. Spread sheet
• When booking a room for a conference what
  information would you need to give?
• Name, address, contact details, credit card
  details, date, number of days, number of guests,
  special requirements
• Why do hotels keep records of rooms booked?
• To ensure that rooms are not double booked.
• So that staff are aware of what rooms are still
  available for hire
• So that any queries can be checked against the
  bookings

13
Profit making

• What is meant by overheads when working out
  the cost of a meal? (2 marks)
• Over heads cover things like rent, mortgages,
  gas, electricity, loans and repairs and are
  included in the selling price.
• What is VAT? (2 marks)
• VAT stands for value added tax, it is set by the
  government and is currently 20
• What do labour costs cover? (2 marks)
• Labour costs cover the cost of staff wages both
  permanent and agency.
• Why is it important to make a profit? ( 4 marks)
• If you dont make a profit then you cant afford
  to improve the building, repair anything that is
  broken. This will mean that you will eventually
  have to lay staff off because you cant afford to
  pay them, no staff will mean poor customer care
  and then you will lose customers and eventually
  have to close down.
• How can you improve things if you don't make a
  profit? ( 4 marks)

14
Profit making

• How can you improve things if you don't make a
  profit? ( 4 marks)
• Decorate, training, menu, special offers,
  advertise
• If you are not making a profit there are several
  things you can do. You could re decorate to give
  the establishment a new image, this would
  encourage customers to come in and see how it has
  changed. You could also retrain the staff on
  customer care and customer service, they would
  then know that the customer comes first and would
  give a better service, this would mean that
  customers would tell their friends and you would
  get more customers. You could reduce the menu and
  change it so that you do not have as much food
  waste, you could include special meal deals such
  as 2 for 10. Lastly you could advertise on local
  radio, or by posting flyers through doors and by
  putting an advert in the local paper showing the
  special deals you are offereing.

15
Dealing with complaints

• How would you deal with a complaint about poor
  service?
• Apologise, details, team leader, solve, free,
  apologise
• The first thing you would do is apologise to the
  customer. Take the details of the complaint and
  the customers name, then if you are not a team
  leader you would refer the issue to your team
  leader who may then take over. You would ensure
  the problem is resolved and the team leader might
  offer them something free such as a free meal or
  free bottle of wine. You would then apologise to
  the customer again.
• Why is it important to deal with complaints
  quickly?
• It is important to deal with complaints quickly
  so that the customer feels valued. They will then
  pass on this to their friends and family and then
  you will get more customers. If you dont deal
  with complaints quickly this will have the
  opposite effect and they will tell people about
  the poor service and then others wont come to the
  establishment.

16
Customer Care

• Define the term customer care.
• Customer care means putting the customer first
  and making them feel valued and happy with the
  service t you provide.
• Describe the effects poor customer care will have
  on a business.
• Tell friends, few customers, food waste,, lay off
  staff, loss of profit, close down.
• If you have poor customer care the customers will
  not be happy. When they go home they will tell
  their friends and family and word will get round.
  This will then mean that fewer customers will
  come to the establishment and food that has been
  bought in will be wasted because no one has come
  in to eat. You will eventually have to lay staff
  off as you will have more staff than customers
  and you cant afford to pay the wages if you dont
  have money coming in. This means you will not be
  making a profit and cant pay any bills so you
  will have to close down.

17
Customer Care

• Describe how you can ensure your staff have good
  customer care skills.
• Training, feedback, evaluation, comment cards
• To ensure your staff have good customer care
  skills they should be trained regularly. Training
  can be done in house, that is at work, you can
  get someone to come in and do some training or
  the staff can go to a training day held
  elsewhere. You will know if your staff need
  training because you can look at the customer
  feedback they may have given on your website or
  on evaluation forms after a conference for
  example. You can also ask customers to fill our a
  comment card before they leave and you can look
  to see what needs improving. All staff should be
  trained regularly and those with good customer
  care skills could show others at these training
  sessions. Staff can also share ideas on how to
  ensure they have good customer care and talk
  about what they have done well in the past.

18
Customer service

• How can you make sure customers are happy with
  the service?
• Feedback, evaluations comment cards
• You can check your customers are happy with the
  service they receive by looking at their feedback
  on your website or feedback they give you when
  they leave. The receptionist should ask if
  everything is ok and take notes if there is
  anything wrong. You can also ask people at
  conferences to fill out an evaluation form at
  the end of the day or meeting. You can leave
  customer comment cards in the rooms for people to
  fill in. You can then evaluate all of these and
  make changes where necessary.
• Discuss how you can present a positive image in
  the hotel and in the staff and why it is
  important ( 8 marks)

19
Customer service.

• Discuss how you can present a positive image in
  the hotel and in the staff and why it is
  important.
• Hotel décor, furnishings, repair
• Staff dress, uniform, manners, customer care
• Why more customers, more profit, expand
• You can present a positive image in the hotel by
  making sure the décor is clean and is not looking
  old and shabby. Furniture should be fit for
  purpose and in good repair. For example when you
  walk into reception it should be warm and
  welcoming and inviting as this is the first
  place you will see. Staff can present a positive
  image by the way they dress, corporate uniforms
  will help customers identify who is staff and
  which area they work in. Staff should be clean
  and smartly dressed, they should be polite at all
  times and remember the customer comes first. They
  should make the customers feel welcome and safe.
• It is important to present a positive image
  in both the hotel and the staff so that customers
  are happy and will come back, this will mean you
  make more profit and may be able to expand.

20
Job Roles

• List five job roles in the restaurant.
• Restaurant manager. Head waiter/ess. Wait staff.
  Wine waiter, bus boy, counter attendant.
• Who is the team leader in the restaurant and what
  is their job role?
• Restaurant manager. Rotas, in charge, orders
  equipment, greet and seat, bookings, chef,
  training, complaints.
• The person in charge of the restaurant is the
  restaurant manager. Their job role is to ensure
  the restaurant runs well and to complete the
  staff rotas to show what days and times they are
  working. They also order equipment such as
  napkins and check the laundry is sent off and
  returned on time. They greet and seat the
  customers and tell them who their wait staff will
  be. They take all the bookings and liaise with
  reception and the chef to check how many are
  expected and the times they are due in. They will
  speak to the chef to check what the daily
  specials are and relay any information to the
  wait staff. They will speak to the chef regularly
  to check foods that may be running low. They
  will also organise any staff training and deal
  with any complaints quickly and effectively.
• Describe the qualities do you need to be a team
  leader? (6 marks)

21
Job roles

• Describe the qualities do you need to be a team
  leader? (6 marks)
• Communication, help, advise, time keeping, smart,
  experience, flexible
• The qualities needed to be a team leader are
  that you should have good communication skills as
  you have to relay information to the rest of the
  team. You should be able to help and advise your
  team and be approachable. You should be assertive
  without being a bully as you want the best from
  your team. You should be smart and set the
  standards you expect from your team. You should
  be flexible in the hours that you work as you may
  be asked to work longer or start earlier and you
  should have good time keeping. You should have
  experience in the job that you do so you can
  pass on your knowledge to others. A good team
  leader delegates work and motivates the team so
  that you get the best possible results.

22
Job roles

• List three jobs in the reception.
• Head receptionist, assistant receptionist,
  concierge, porter, night porter.
• Discuss the qualities and skills needed to be a
  head receptionist.
• Qualities smart, flexible, friendly, helpful
• Skills communication, complaints, language,
  ICT, organisation, knowledge
• To be a head receptionist you need to be smart
  and friendly as you are the first person the
  customer comes in contact with. You should be
  flexible as you may have to work extra hours if
  you are dealing with someone. You should ne
  helpful and able to deal with complaints quickly
  and effectively. The skills you would need are
  good communication skills and it would be helpful
  if you could speak more than one language. You
  need good organisation skills and be able to use
  the computer as most bookings are taken on the
  computer. You should speak clearly when answering
  the phone and your writing should be legible so
  others can read it. You should also have a good
  knowledge of the local area as people may ask you
  where to go and what to see.
• Describe the job role of the head housekeeper ( 6
  marks)

23
Job Roles

• Describe the job role of the head housekeeper
• Team leader, rotas, check rooms, order, liaise
  with maintenance and reception, deal with
  complaints, training
• The head housekeeper is the person in charge of
  cleaning and preparing the rooms for guests and
  for meetings and events. They will organise staff
  rotas as they are the team leader for this area.
  They will tell the staff which rooms need
  cleaning and which ones only need a quick check.
  They will ensure all rooms are ready for the
  guests and that any requests for extra towels or
  pillows are met. They will liaise with reception
  to see which rooms will be empty and when they
  need to be ready for. They will order products
  such as shampoo for the rooms and make sure the
  tea and coffee making equipment is ok. They will
  also speak to maintenance about any repairs that
  need doling to ensure the rooms are ready for the
  guests. They are also responsible for making
  sure rooms are ready and cleaned for events and
  meetings.

24
Job roles

• Describe the role and responsibilities of the
  hotel manager
• In charge, delegate, rotas, complaints, meetings,
  training, HS, profit, advertise, webpage,
  promotions, interview
• The Hotel manger is the person who is in charge
  of the day to day running of the hotel. They will
  delegate jobs to the team leaders, they will hold
  regular meetings with the team leaders to ensure
  everything is running smoothly. The y will
  oversee staff rotas and ensure each area within
  the hotel is running smoothly. If complaints
  cannot be dealt with by team leaders then the
  hotel manager will deal with them. They will
  organise training for staff and ensure the hotel
  is safe a t all times. They are responsible for
  making a profit and will oversee the hotel
  webpage and advertising and promotional offers.
  They will also interview new members of staff
  along with the team leaders. They will complete
  staff appraisals at regular intervals to ensure
  they are working well and set targets and offer
  promotion.

25
Job Roles (training)

• Discuss the importance of staff training in a
  hospitality establishment
• Customer care, ways to train, reasons
• It is important to have regular staff training
  to keep up to date with new legislation that may
  come in place. Such as fire procedures and health
  and safety matters. All staff should be trained
  in this so they know what to do in the event of
  a fire and to ensure customers are safe at all
  times. Staff can be trained on sire and
  specialist people will come in and do the
  training. For example the fire brigade may come
  in to train staff on how to use the fire
  extinguishers so if there is s mall fire it can
  be out without calling the fire brigade. Health
  and safety issues should be checked regularly and
  all staff MUST be trained in this before they
  start work as it is a legal requirement. If staff
  are not trained and things go wrong the hotel can
  be sued or fined for not following procedures.

26
Job roles

• Briefly describe the job role of the following-
• Concierge - work in reception, they may park your
  car and will book taxis and tickets for shows.
  They have a good knowledge of the area and what
  is on offer and can advise customers what to see.
  You can also leave your luggage with them after
  you have checked out if you are not leaving the
  area straight away.
• Porter - There is usually a day porter who will
  help you take your luggage up to your room and
  help prepare rooms for events. As well as deliver
  things to the rooms when requested. The night
  porter will answer the phone, man reception if no
  receptionist is on and deal with room service.
• Chambermaid - A chambermaid is one of the people
  who clean the bedrooms ready for the customers.
  They will change the beds and replace the towels.
  They will clean the rooms and make sure any
  toiletries, clean glasses, drinks and coffee and
  tea making facilities are replenished.

27
Job Roles

• Waiter - A waiter or waitress or wait staff will
  serve the customers with food and drink in the
  restaurant. They will clear away the dirty
  cutlery and crockery and set up the restaurant
  ready for service. They will pass on any
  complaints to the head waiter.
• Wine waiter - Will serve the wine to the
  customers at their tables. They have a good
  knowledge of the wines and can recommend
  different wines for each dish. They will also
  work with the chef and restaurant manager and
  order the wines and help to produce the wine
  list.
• Assistant receptionist Will work on reception,
  take customer bookings, deal with customers, make
  up the bills for customers, relay information to
  the restaurant , kitchen and housekeeper.
• Conference manager- Is in charge of meetings in
  the hotel They will take the bookings and ensure
  everything is ready on the day. They will be the
  person who greets the organiser, passes on
  relevant information and checks everything is ok
  throughout the day.

28
Environmental issues

• How can a hotel show customers they have an
  environmental policy?
• By having posters up around the hotel, many have
  them in lifts. They can also put signs in
  bathrooms asking customers to shower rather than
  bathe and re use towels.
• Why should a hotel have an environmental policy?
• To help save the planet. To encourage guests to
  do the same. It is a government requirement. To
  save money by reducing waste, re using things
  where possible and recycling.
• Discuss how a hotel can conserve (save)
  electricity and water.

29
Conserving electricity and water

• Discuss how a hotel can conserve (save)
  electricity and water.
• Electricity lights, key cards, heating, air
  con, bulbs, advising guests, thermostat.
• Water towels, showers, flush, taps, drinking
  water, washing up, washing
• A hotel can conserve electricity in a range of
  ways. They can use key cards that only turn the
  lights on when they are in the slot at the side
  of the door. They can have lights in corridors
  that are set of by sensors so they only come on
  when someone is actually in the corridor. They
  can only put the heating on when it is cold and
  only use the air conditioning when needed. They
  can use energy saving lighbulbs in all rooms and
  advise guests to turn things like televisions off
  when they are not in use. The heating can also be
  thermostatically controlled so that is cuts off
  when the room reached temperature. They can save
  water by asking guests to use towels more than
  once and to take showers rather than baths as it
  uses less water. They can have dual flush toilets
  or put hippo bricks on them to save water. They
  can have taps that only set out small jets of
  water when washing hands. They can only serve
  water on tables when customers ask for it and
  lastly they can re use washing up water to water
  the gardens or use economy wash cycles for
  bedding and towels.

30
Star ratings

• What is meant by star ratings?
• It is the way Hotels are graded 5 is the highest
  and best quality and 1 are very basic.
• What is meant by diamond ratings?
• Diamond rating is the ways guest houses, bed and
  breakfast establishments, pubs and farmhouses are
  grade.

31
Star ratings

• Describe the different features of a 3 and 5 star
  hotel
• 3 basic rooms, near motorways or in city
  centre, swimming pool room service , car park,
  restaurant.
• 5 excellent rooms, service, luxurious, famous
  chef, valet, concierge, room service 24/7,
  fitness centres, business centres
• A three star hotel will offer comfortable
  accommodation and are often situated near
  motorways or in city centres. They are often used
  by business people who are attending meetings.
  The rooms and reception are nicely decorated and
  offer a degree of comfort. Internet access may be
  available at extra cost. They have basic tea and
  coffee making facilities in the room and there
  will be a restaurant for meals. They will often
  have a buffet type breakfast and evening meal.
  They may have a small health suite and swimming
  pool. Room service will be limited and may be
  charged for.
• A five star hotel will have excellent first
  class service and accommodation. It may be set in
  luxury surroundings. They often have famous chefs
  and more than one restaurant. The food will be of
  a very high standard and it will offer a an la
  carte menu as well as a table d'hôte. It will
  have valet parking, concierge, 24 hour room
  service at no extra cost. The rooms will be
  larger and well decorated. They will include
  wi-fi, tv on demand and may also have a min bar
  in the room. They will have a well equipped gym
  and swimming pool with sauna and jacuzzi.. They
  will also offer excellent business rooms for
  meeting s and weddings.

32
Diamond ratings

• Describe the facilities would a seaside guest
  house offer?
• Band B, comfortable rooms, maybe a theme, family
  rooms, not many, no reception, family run.
• Depending on the diamond rating a seaside guest
  house would offer a range of rooms but not many,
  maybe only four or five. They will be
  comfortable and nicely decorated. They offer bed
  and breakfast and some may offer evening meals if
  requested. The breakfasts are usually cooked to
  order as there are not many guest. It is usually
  the owner of the house that does the cooking and
  looks after the guests. Most rooms will be en
  suite but some of the lower star ratings may have
  to share a bathroom. As they are at the seaside
  they may have a themed dining room which reflects
  the area with memorabilia from local places.
  They have personal customer care showing
  attention to customer needs. They generally do
  not have a reception.

33
Legislation

• The health and safety act was passed with two
  aims. To extend the coverage and protection of
  the law. To increase awareness of safety to all
  employees. State 2 responsibilities of the
  employees.
• To ensure the area is safe at all times
• To take care of their own safety and not endanger
  others.
• Discuss the main responsibilities of the employer
  in ensuring the safety of their employees.
• Safe work area, training, policy, risk assessment
• It is the employers responsibility to ensure that
  the employees are safe at all times. They must
  provide adequate work space, safe areas of work
  and ensure all staff are trained on any equipment
  they use. They should make all staff aware of the
  health and Safety policy and display the HASAWA
  on the wall. They should hold regular training
  for staff to make sure they are aware of current
  legislation. They must also complete a risk
  assessment to highlight any issues such as
  ventilation, lighting and temperature control,
  all of these must be adequate and not put
  employees at risk. They must also check machinery
  is fit for purpose. They must also display signs
  such as fire exits.

34
Legislation

• Describe how you would pick up and transport
  boxes to avoid physical injury.
• Bend knees, straight back, help, trolley, make
  smaller
• To lift and box safely you should bend you knees
  and keep you back straight. If the box is too
  heavy you should ask for help or use a trolley to
  move it. If you cant get help then you should
  take some of the things out of the box and then
  lift it. If it is too heavy wait until someone
  can help never try to lift it on your own.
• What is the DATA protection act used for?
• The DATA protection act requires all
  establishments' to be registered with the DATA
  protection register. This means that guests can
  be informed of where their personal data is being
  kept, know what details are being kept, know why
  the data is being kept and who will have access
  to it. The reception staff must be aware of their
  responsibilities as they are responsible for the
  guests security and the security of the
  information they hold for example credit card
  details.