4 Hospitality News Sources Every Hotelier Should Follow

As the travel industry continues to re-invent itself with new trends and technology, it’s important for hoteliers to stay in the know about the industry and keep up-to-date with the latest news. However running an entire hotel can leave very little time to stay informed – so, to help you out here are 4 hospitality news outlets we recommend for every hotelier:

1. Hospitalitynet.org: This is a great source that every hotelier should be reading. The site is jammed packed full of information varying from hospitality industry news to marketing and customer service tips specifically designed for hotels. If you’re looking to further your career in hospitality, you will find lists of schools, the latest job opportunities, and resources such as useful books to read. Signing up to their daily newsletter not only means access to plenty of informative articles straight to you inbox but you will also receive industry news regarding new hospitality industry appointments, product news, and useful blogs from other websites.
2. Hotel-Online.com:  Launching back in 1995, Hotel-Online is said to be one of the first online news sources for the hotel industry and has the label of the No. 1 news source in the industry. This premier news site provides industry leaders with the latest and most relevant global news, trends, products and services in the hospitality industry – their daily e-newsletter provides readers with the day’s relevant and topical news stories, reports and columns each business day for and about the hospitality industry.
3. HospitalityUpgrade.com : A sister to Hotel-Online.com, HospitalityUpgrade.com is another great source for hoteliers looking for information on the latest technology software and hardware solutions on the market. The site not only educates hospitality professionals on new industry trends and the latest tools and products available but their content also provides in-depth analyses by leading hospitality consultants, insider news and gossip, and features interviews with top industry executives, and profiles from many of the industries’ solution providers. 
4. Hotelmarketing.com : What’s great about the site is that while they generally don’t publish their own articles, they curate and aggregate top trending articles and stories from a number of sources around the web from online travel, marketing and hotel marketing for you. They provide a daily newsletter that you can sign up to where you’ll received the latest top trending articles straight to your inbox.

Room Service Order Taker Audit checklist

• Room Service was available 24 X 7.
• Order taker answered the phone within 3 rings.
• Phone answered with a warm and sincere greeting of the day. 
• Room number, name and the number of guests partaking was verified.
• The guest name was used at least one time during the conversation.

• Permission asked to place call on hold, and order taker waited for the response.

• Placed on hold for less than 30 seconds, thanks to extended for holding.
• Minimal background noise, interruptions was heard while ordering.
• Order taker was pleasant, not impatient or mechanical.
• Order taker was able to recommend items and any daily specials or promotions.
• Order taker was knowledgeable of menu items and preparation, particularly of vegetarian dishes and any food items that may contain common allergens.
• Order taker was knowledgeable of bottled wines and wine by the glass.
• Order taker was aware of unavailable items and offered an alternative.
• Special requests were met with an everything is possible attitude.
• Additional menu items were offered (Juice, wine, dessert etc.) to go along with meal.
• Order taker anticipated guest’s needs and asked relevant questions.
• Order taker spoke clearly and used full sentences.
• Order was repeated to ensure accuracy, offered additional items before quoting delivery time.
• Guest was advised of the actual time that the order would be delivered, 20 minutes for breakfast and 30 minutes for lunch and dinner.
• Order taker was the last one to speak (kind comment, etc.).
• The speed of service adapted to the environment and the needs of the guest.

Restaurant Server or Maître d' Audit Control Checklist

• The server approached the table within 2 minutes of seating with a smile and eye contact.
• The server was the first one to speak and extended a very warm welcome.
• Offers coffee, water or other beverages during the initial greeting. 
• The server was knowledgeable and able to answer basic questions about the hotel.
• Latest food promotions were described and Beverages served according to orders, without prompting within 2 minutes.
• Server inquired if the guest was ready to order when delivering beverage.
• The server had good knowledgeable of menu items and preparation, particularly of vegetarian dishes and any food items that may contain common allergens.
• The server asked relevant questions and Special requests were met with an everything is possible attitude.
• Server recommended accompanying items.
• Starter course(s) presented within 10 minutes of ordering.
• Main course placed in front of guest correctly and sequentially, without prompting.
• Main course presented within 15 minutes from starter delivery or from order if no starter ordered, or guest advised if additional time was necessary.
• Ascertained that expectations were met during each course by asking specific questions.
• Additional beverages offered before first beverage was finished and served in 2 to 3 minutes.
• Table cleared and straightened once all guests have finished eating, but individual plates were removed as finished.
• Dessert was offered and Dessert served within 10 minutes of ordering, as ordered, with appropriate sides.
• Dessert plates was removed, table maintenance completed.
• Final Check or bill neatly presented in 3 minutes in a clean holder with a hotel/restaurant pen. (For Breakfast bill need to be presented along with the ordered meal.)
• Bill was accurately totalled, properly itemized and with no missing or incorrect items.
• Payment was collected within 3 minutes and Server returned with change or charge within 3 minutes.
• Server was the last one to speak (kind comment, invitation to return, etc.) and thanked the guest.
• Staff well groomed, uniformed, nametag was present.
• Staff was courteous and articulate and anticipated guest needs.
• The speed of service adapted to the environment and the needs of the guest.

Menu terms that often confuse people

Types Of Table Setup In Restaurant

            5 Different Types of Table Settings

Each types of settings has its own rules for placement of plates, cutlery and glasses. Let’s see the most 5 common.
1. Formal 
Because there are different ways to set a table, you should know what kind of table setting is appropriate for the occasion. Though some restaurants have their own special variations, the standard usually includes the following:

• Centerpieces
• Table Mats
• Napkins
• Plates
• Cutlery
• Glasses

Whatever the requirements for that specific restaurant, it is important to note that the settings reflect the type of professionalism included in the restaurant’s style.Hence, with this in mind, here are some guidelines for ensuring the setting is for the higher end class of customers.

Centerpieces

As intimated by the name itself, the centerpiece is always positioned in the center of the table. While the style of centerpieces can differ in style and quality, the most commonly used and recommended is a small vase of fresh flowers.

Table Mats

Once the center of the table has been taken care of, the next step for most waiters and managers may involve cleaning and wiping the table thoroughly in order to put all of the mats in place.

Typically, each of the table mats is placed very close to the edge of the table in a straight and parallel manner. Additionally, to ensure each of the diners is comfortable, they must enough space to move around without feeling confined.

Napkins, Plates, Cutlery and Glasses

After the table mats have been placed correctly on the table, the next step is to ensure all of the items that will be used to consume a meal are in the appropriate places.Typically, the napkins should be folded in a triangle design and then placed on the right side of the table mat. The plates should be positioned in the center of the mat with the cutlery placed on each side accordingly.

For instance, in some cases, the restaurant may offer 2 sets of cutlery. This is based on the requirement for providing both main course and starter meals. Also, when wine is being served, the water and wine glasses will form a triangular.

2. Casual

Unlike the formal table setting, the casual table setting can be described as more carefree and not as starchy or prudish for the occasion. Again, each restaurant normally governs their own style when it comes to the kinds of table settings used, so these settings can vary as well.

For instance, here are some of the guidelines that restaurant managers and waiters should follow.                                       

• Less formal and more space is usually allowed for each guest.
  Cutlery like the fork and dessert spoon are optional based on need preference. Both are usually positioned above the plate.
• Butter and bread plates are also optional and are usually placed on the left above the forks.
• Napkins can be placed in either position to the left of the forks and or on top of the dinner plate.

3. Buffet 

Even though the casual table setting is common in many restaurants, there are other types of table settings that are very familiar to people who frequently dine out today. For instance, family members and friends who like to serve themselves, the buffet style table setting is usually the standard.

So, to make things much easier here is what’s needed.

• In the center of the buffet arrangements, the restaurant manager may place their table decorations.
• To avoid congestion, the glasses, cups, and dessert plates are placed on a separate table.
• The set up of the buffet is in a series of strategically placed order. Typically, it starts with the plates, side dishes, main entrée, veggies, salad, bread and any relishes that’s should be included in the meal.
• The utensils are placed at the end of the buffet table.
• Napkins, if made of paper can also be placed between each plate.

4. Pizzeria

Who doesn’t like pizza? Because pizza can be served in so many different ways, it is a favorite for many people across the globe.
To make it easy for everyone to be served, there is also a special type of table set-up for restaurant pizza. With this in mind, here are some keys to making sure the set-up is appropriate for these occasions.
The basic set up for a pizza bar includes the following items: 1 plate, 1 knife, 1 fork, 1 spoon, 1 handkerchief or napkin, and 1 glass.

• The fork should be positioned at the left of the diner’s plate along with a napkin under the bottom of each.
• The spoon and knife should be placed at the right of the plate and the blade of the knife should face the plate.
• Above the knife, position the glass at the upper right corner of the plate.

5. Breakfast

A breakfast table setting is not as fancy as a formal table setting, but it does have its own standard guidelines and rules too. In some cases, the dishes may not always be fancy or the most expensive looking, but they do have to be the best possible types for the occasion.
For instance, when tables are set-up for breakfast, the basic standards usually apply, though they may also vary based on the restaurant and its preference.Set-ups are for multi-individual table setting placements and they may be as follows.

• Individual Plates should be positioned at the center of the table along with a fork and a napkin on the left and other types of silverware required on the right.
• A separate table is set-up with the following requirements.
• Cups and saucers for hot beverages- Juice Glasses for Cold Drinks- Bowls for hot and cold cereals

Conclusion

Whenever a restaurant manager or waiter is serving their customers, the first impression is normally the most lasting. Therefore, if you are looking to get good marks and repeat customers too, you should pay close attention to the table set up that is required for the occasion.

SOP – Housekeeping – Bed Making

Preparing for Bed Making:

• Remove soiled bed linen from the bed.
• Look at the mattress pad / mattress protector to see if it is stained, torn or damaged. If it is not straighten it and make sure the mattress and box spring are even.
• Always adjust the mattress with your leg and not with your back to avoid any injuries.
• If the mattress pad is stained then remove it.
• Get a clean mattress pad and place it on the mattress:
• Lay the fresh pad on the bed.
• Unfold the pad right-side up and spread it evenly over the Centre of the bed.
• Smooth out any wrinkles.
• Mattress pads / mattress protector comes in different size, be sure to use the correct size.
• Make sure you have the correct size sheets.
• Do not use a stained or torn sheet. Place them immediately in your solid linen bag.
• Take three fresh sheets and 04 pillow cover / slips as per the bed size.
• Making the bed:
  • Pull the bed a little away from the headboard.
  • Spread the 1st bed sheet and tuck the bottom side of the bed except for the four corners.
  • Take the loose end of the sheet, about a foot from the corner at the head of the bed and pull it straight out, foaming a flap. Pull up the flap so it is flat.
  • Tuck in the free part of the corner.
  • Pull the flap out toward you and down over the side of the bed. Tuck the flap in.
  • Move to the corner at the foot of the bed on the same side of the bed and repeat the procedure.
  • Spread the second sheet the wrong side up, from the edge of mattress.
  • Put Quilt 6” lower than the 2nd sheet.
  • Spread the third sheet over the quilt.
  • Fold the second sheet above the quilt and the third sheet and make a fold approximately 6” to 8”.
  • Tightly tuck the sheets under the mattress.
  • Go towards the foot of the bed and tightly tuck the second sheet, quilt and third sheet together.
  • Maitre the corners.
  • Inset the pillows into the new pillowcase and tuck in the loose ends.
  • Repeat this process for the other pillows.
  • Place the pillow on the bed with the tucked edges facing the centre and the tucked flaps on the other side of the pillows.
  • Position the bedspread on the bed with equal amounts hanging over both sides and the foot of the bed.
  • Report to the supervisor if you notice stains or tears in the bedspread.
  • Smooth the bedspread over the pillows to the head of the bed.
  • Tuck the remaining of the bedspread under the front edge of the pillows.
  • Smooth the surface of the bed.
  • Check the bedspread for evenness on both sides.
  • Push back bed towards the side of headboard in the exact position.
  • All the four corners of the bed is mitered properly. Bed linen is stain free and properly pressed. Bed has to be firm.
  • Distance of the pillow from Headboard to the fold of the bed is approximately 20”.
  
  

Types of Guest's Complaints in hotel & Restaurant

There are tons of complaints a hotelier needs to handle everyday. Based on a research we can classify guest complaints into 5 main types. 

1. Before Guest Arrives 

2. After Guest's Arrival 

3. During Guest's Stay 

4. During Guest's Checkout 

5. After Guest's Checkout 

13 must-know phrases for hospitality professionals

When you start your first job in the hotel industry, you’ll hear many phrases and acronyms that you may not have come across before. Sue Tinnish, Ph.D., Dean of the School of Hospitality Management at Kendall College, explains that the specialized terms help industry professionals communicate. “It's like any industry; it has its own vocabulary that just makes it easier for people to talk to each other,” she says. Dr. Tinnish shares 13 important, widely used hospitality terms and their meanings.

1. Front of house/back of house: Front of house is the part of a hotel that the guests see and spend time in. Back of house is the behind-the-scenes area for employees. “It’s where the service carts go,” Dr. Tinnish says. “It's the lunch room, the break room for the staff.”

2. BEO: BEO stands for banquet event order, which is a document listing the requirements for a catered event. “It specifies every single operational or set-up need that you have for the specific event,” Dr. Tinnish says. Examples of items found in a BEO are how many chairs are needed and how the chairs should be set up.

3. Attrition: When fewer guests arrive at a hotel than are contracted for, that’s known as attrition. “You would contract for say, 300 rooms, but there might be a little leeway or an expectation that you might not fill all those,” Dr. Tinnish explains.

4. Walk: Because hotels expect some attrition, they may overbook. If more guests show up than were expected, the hotel may not be able to accommodate them all and will have to arrange for some of them to stay in another hotel, which is called walking the guests. “You show up with a reservation and they did not have room for you, so they walk you to another hotel,” Dr. Tinnish says.

5. Comp: Comp stands for complimentary, and to comp guests means to give them something for free. A comp could be a bottle of wine or flowers for a bride and groom, or it could mean waiving the charge on part of a meal if a guest complained about the food. “An unhappy guest, or a guest that's celebrating something special, would get comped,” Dr. Tinnish says.

6. Occupancy rate: The occupancy rate tells you “what percentage of the rooms are occupied in the hotel,” Dr. Tinnish says. A higher occupancy rate is better because it means the hotel is operating closer to its full capacity.

7. ADR: ADR stands for average daily rate and is the average income the hotel receives per occupied room. “If you have $50,000 in room revenue and 500 rooms sold, your average daily rate would be $100,” Dr. Tinnish explains. She notes that ADR is important because room prices fluctuate based on demand.

8. RevPAR: RevPAR stands for revenue per available room. This is found by multiplying ADR by the occupancy rate. “Or you could take your total room revenue for the hotel [and] divide it by the total number of available rooms,” Dr. Tinnish says.

9. PMS: PMS stands for property management system, which is the system hotels use to control their operations. The PMS tracks things like reservations, whether rooms are clean, and lost and found items. “It hooks up with the messenger service. It hooks up with housekeeping,” Dr. Tinnish says.

10. Market segment: A market segment is a group of guests who share similar characteristics; business travelers are an example of a market segment. “Much of the hospitality industry looks at their market and divides it into specific segments,” Dr. Tinnish says.

11. VFR: VFR stands for visiting friends and relatives. It’s a market segment composed of people who are traveling to see friends or family rather than to visit tourist attractions or conduct business. “This is a segment of the industry that a hotel's pretty interested in,” Dr. Tinnish says.

12. Bleisure: Bleisure refers to a segment of guests who combine business and leisure activities in the same trip. “They'll choose to stay in their destination and have a little leisure experience after their business,” Dr. Tinnish says, and she notes that bleisure travelers are often millennials.

13. OTA: OTA stands for online travel agency, a website that allows consumers to compare prices and book rooms. OTAs are a challenge to hotels because a hotel makes less money when guests book a room through an OTA than when they book a room through the hotel’s own website. Dr. Tinnish says that the result of OTAs is “more information to consumers, less control for the people in the business.”

Housekeeping - Standard Procedures

The efforts of housekeeping speak for themselves. The result of sincere as well as faux housekeeping efforts are noticeable. The housekeeping staff needs to execute cleaning and maintenance tasks at various places inside the hotel. The most important task is cleaning and maintaining guest rooms and guest bathrooms. The guests assess the cleanliness in this area critically.

By following the best cleaning and maintenance practices, the housekeeping staff can contribute to retain the satisfied guests as well as to generate new guests willing to repeat their visit to the hotel. This brings in more revenue to the hotel business. To perform towards guest satisfaction and work productivity together, the housekeeping staff needs to structure the cleaning and maintenance procedures and follow them appropriately.

Setting Chambermaid’s Trolley

The chambermaid’s trolley can be viewed as a large tool box on wheels to aid the hotel housekeeping staff. It has a number of compartments and shelves of various sizes. This trolley is filled with the supplies from the housekeeping supplies store at the end of each shift so that the next shift staff can access it immediately.

The staff considers the following points while loading chambermaid’s trolley.

• Loading the trolley with adequate supplies depending upon the number and types of the rooms on the floor.
• Avoiding to overload the trolley that may lead to any accidents.
• Avoiding to underload the trolley that may lead to make unnecessary trips to supplies store.

SOP for Setting the Chambermaid’s Trolley

The SOP is given as follows −

• Empty the trolley.
• Check rapidly for any broken parts.
• Clean it by dusting and wiping any stains.
• Place the items according to their weight: heaviest items at the bottom and lighter items at the top section of the trolley.
• Place the linen for different purpose separately.
• Close the lids of cleaner bottles and liquid cans tightly.
• Record the numbers and types of the items loaded in the trolley for the rooms.
• Collect the room keys.
• Take the trolley to the assigned duty floor.
• Park it outside the room such that the linen side faces outside and the room entrance is blocked.