Table of Contents
1 Departments involved and the tasks and responsibilities 5
2 Working relationships 6
3 Functionsheet 7
4 Duty Roster 8
5 Information Front Office 9
6 Concept of Service 10
References 11
1. Departments involved and the tasks and responsibilities
For the organisation of the art exhibition, different departments need to be involved in the guest cycle. The main departments are separated in F&B and rooms division. Within these main departments there are separate smaller departments involved. In the following chapters each department will be explained with examples concerning this specific event.
1.1 Rooms division
1.1.1 Front office is a main point in the hotel. This is mostly the first place the guest sees when entering the hotel. The front office has several tasks:
Checking guests in and out
Making reservations
Guest billing
Setting room rates
Greeting the guest when coming in, setting the first ‘moment of truth’ (Leenders, 2018).
The front office can be seen as the nerve center of the hotel and the FO employees can make or break the first impression (Walker, 1996).
The FO employees should: have knowledge of the guests that are arriving to make sure to enhance the first moment of the guest journey. When receiving guests that have travelled a long way, just like our Japanese guests coming, employees should make sure everything is ready so they can rest or start enjoying their day. With a big event in the hotel like the art exhibition and all FO employees are aware of what is going on to help all guest with their questions.
1.1.1.2 Back Office is a part of the FO. The responsibilities of the BO employees are:
Take care administrative aspects
Reservations in the PMS
Making the event agenda
Writing replying to emails
Phone calls with internal and external stakeholders.
Looking at the art exhibition the BO employees will most likely have had contact with the head booker / event planner in order to arrange the rooms and check availability of the conference rooms. Although these positions are not as visible as the positions held by front office personnel, they are as critical to the success or failure of a business.
1.1.2 Housekeeping. This department can make or break a guests experience. When entering a room which has not been cleaned well, the guest’s satisfaction will drop increasingly seeing as cleanliness stands at the top of a guest’s expectations. An eye for detail is essential within housekeeping but is also a physically demanding work area. Most of the work is done behind the scene but noticed and appreciated highly by guests (Walker, 1996). Productivity with-in housekeeping is essential and is measured by the person-hours per occupied room (Walker, 1996).
The Almaz hotel has 500 rooms, of which 300 which will be occupied by the art exhibition guest. For this housekeeping must:
Have a good knowledge of the rooms to clean.
Knowledge of guests coming e.g VIP’s.
Have an accurate time schedule to make sure all rooms are done at check-in time.
Of course, we want to exceed guest expectations so when FO knows some guest are arriving early, we want their rooms to be ready for the guest to check-in straight away. For this communication with FO is of a big importance(2.1).
1.1.3 Uniformed services or sometimes referred to as guest services is the department with the highest personalized service. Main positions are:
Door attendants
Bell attendants
Valet parking
Concierge
(Setupmyhotel.com, 2018).
This department is here to enhance the guest experience by assisting them when needed. Uniform services employees have face-to-face contact with the guest from the beginning until the end of the guests stay, so an excellent impression should be made. Linking to the Almaz hotel and the art exposition most if not all guests will come in contact with uniformed service personnel, simply by walking through the door or when their luggage is brought to the room.
1.1.3.1 A concierge is a job with a wide range of responsibilities. The concierge of the hotel is there to help you not only when you are in the hotel but also outside the hotel. Having good relationships with good restaurant, clubs and theatre in the area is needed to help guests to go to the best places around. A concierge must have good knowledge of the current and upcoming city events and trending hotspots to inform and guide the guest during their stay.
1.2 Food and Beverage
The F&B department in the hotel is always of big importance. Their responsibilities are to provide food, drinks and service for the duration of the guests stay. For the art exhibition we are to make sure all guests enjoy a wonderful breakfast, lunch, optional snacks and drinks seeing as all event take place during the day. Of course room service is available on request. There should be an F&B manager inplace to make sure all guests receive products that meet or rather exceed their expectations as well as respect the industry’s safety standards and uptain them (Best Hospitality Degrees, 2018).
1.2.1 Kitchen, an essential part of F&B. When hosting breakfast and walking lunch for such large groups, a well organised mise-en-place is of high importance.
The executive chef is there for managerial purposes and managing the multiple outlets of the hotel.
The head chef or chef de cuisine is more the head of the actual kitchen. He or she makes controls the whole kitchen and it’s staff, is in contact with suppliers creating menus and doing the costs controlling(Morning Advertiser Jobs, 2018).
Besides the kitchen staff the stewarding is their to make sure to maintain hygiene standards.
The kitchen should also take in consideration the current trends concerning F&B. Trends such as use of locally sourced and seasonal products, reducing food waste and offering gluten free, lactose free and healthier food options should be taken into consideration, to be able to offer the guests exactly what they want (Hotel Online, 2018).
1.2.2 Beverage. Of course, drinks will be served during the event. The beverage department (bar) should make sure there is a good variety of drinks for all guests, including the international guest coming from Japan. The bar employees should be well prepared for the art exhibition so also here a well-organized mise-en-place is key. The beverage manager should have ordered enough of the drinks that are going to be offered and make correct and accurate cost calculations. The bar manager should also take in consideration that more employees should be scheduled to work during the days of the event seeing as the hotel is also still open for other internal and external guests. The bar manager and his team should also always strive to maintain a clean and organized workspace (Smallbusiness.chron.com, 2018).
1.2.3 Banqueting department or events department play a big role during this event. The banqueting department has various responsibilities and task such as:
Knowledge of the event
Knowledge of the times of the arrival, lunch, departure ect.
Knowledge of the food and drinks that are being served.
Setting up each room according to the discussed set-up.
The Banqueting or events manager should make sure the team has knowledge of all this.
He or she should:
Brief all staff on time.
Have an accurate duty roster to make sure there is enough personnel.
Make sure for good communication with other departments involved e.g kitchen, beverage, FO, maintenance and HK.
Lead promotional activities for the event.
Supervise all staff
1.3 Accounting
During the event at the Almaz hotel costs need to be taken into consideration. Of course for this the accounting department is needed seeing as it is their responsibility to collect and keep track of different incomes and expenditure (Bragg, 2018). Next to this the accounting department will create invoices and guest folios and make sure the budget for the event is respected.
Other tasks responsibilities are:
Make the financial statements of for the company via journal entries
Payrolls
Internal reports showing e.g profitability
Employee expense / payables
Tax payables
1.4 Maintenance & IT
Most of the time, maintenance and IT department are responsible for the processes that support the core of the hospitality organisation. They are there to ensure the safety of all guests and staff, are responsible for improving the energy efficiency of the hotel and reducement of operating costs (International Hotel School, 2018).
During such an event installation of light, music ect is needed. This needs to be done with the right equipment and employees who know how to handle such equipment. Next to the technical issues of the event, maintenance & IT is also need to ensure the guest will experience relaxed guest journey. This starts with a good installed and working PMS and POS. Besides that, all other technical and mechanical aspects of the hotel should be working efficiently. This can go from the key-card systems and BOSE sound system to the shower and heated floor in the bathroom. Everything should be working as it is intended to not only provide a pleasant stay, but also for safety reasons. For this well-educated staff should always be present on the work floor, especially during the event.
1.5 Security
No matter if there is a big event happening in the Almaz hotel safety and security of the guest should always be a number one priority of the hotel and is also seen as the responsibility of the hotel by court of law (Walker, n.d.). There should always be some of the security team working in the hotel, but when linking to the art exhibition more staff should be present seeing as the pieces of art shown at the exhibition are of high value. A security executive is in charge of the security department. He or she overlooks all staff members and security systems which protect the guest, employees and hotel property.
Other responsibilities of the security executive and of the department is:
Crime prevention
overseeing and maintaining all hotel policies and procedures.
supervision of the security employees
training and meetings
staying up to date with all worldwide news and trends within hospitality security trends.
(Jobresponsibilities.org, 2018)
2. Working relationships
Housekeeping and front office
Housekeeping department and the front office department must keep each other informed of changes in guest room status and details of potential house count to ensure that guests are accommodated efficiently. They have to meet frequently to review upcoming hotel events and activities (Kasavana, 2013).
Maintenance & IT and front office
Maintenance & IT examine the front office log book or speciality software for repair work orders (Kasavana, 2013). All requests from guests for any repairings in the room are directed to the front office, which relays them to the maintenance department (Bardi, 2011). When they are finished with the work they inform back the front office department.
Banquet department and front office
As most of the times the banquet department combines the functions of a marketing and sales and food and beverage department, the front office is required to inform guests about scheduled events and bill payments (Bardi, 2011). Front office department also informs the banquet department about the expected number of guests to attend the event.
Security department and front office
Communications between security department and front office are important In order to maintain guest safety and security (Bardi, 2011). The front office should report to the security department for anyone or anything that is a potential threat to the hotel and the guests.
Food and Beverage department and front office
These two departments are communicating via transfers, used to relay messages and provide accurate information. Communication activities also include reporting predicted house counts and processing requests for paid-outs. These services help the food and beverage manager, restaurant manager, or banquet captain to meet the demands of the guests (Bardi, 2011).
Banquet department and Food and Beverage department
Banquet sales manager organises the event. banquet department is informing the food and beverage department about the number of expected guests, their nationality and food preferences, so they can cater to any dietary requirements and meet the guests expectations.
Banquet department and accounting department
As the banqueting sales manager is organizing the event he needs to know what the costs are so communication with the accounting department is essential.
3. FUNCTIONSHEET
Company name: Embassy of Japan in Portugal
Contact Person: John Newton
Tel/Fax: +393 4568 5468
Date of arrival: 19 September 2018
GENERAL INFORMATION REGARDING THE EVENT
Time
Event
Banquet room
# people
Setup
10:00
19/09
Arrival guests
Lobby
300
-.
10:30 – 11:00 19/09
Welcoming Reception
Grand Ballroom
482 sqm
300
Standing reception
11:00 – 16:00 19/09
Art Exposition
Grand Ballroom
482 sqm
300
Setup by external company
16:00
16:30
19/09
Closing Reception
Grand Ballroom
482 sqm
300
Standing reception
7:30 – 10:30
20/09
Breakfast
Queens Park II
403 sqm
300
Banquet Setup, 30 tables of 8 pax
FOOD AND BEVERAGE INFORMATION
Time
Event
Banquet room
# people
Food and Beverage
10:30 – 11:00 19/09
Welcoming Reception
Grand Ballroom
300
OPEN BAR
DRINKS
COFFEE
TEA
Oolong
Koucah
Green Tea
BEER
Asahi
Iki Yuzu
Heineken
SOFT DRINKS
Cola
Fanta
Sprite
Orange juice
Apple juice
Ice tea
Tomato juice
WATER
Flat
Sparkling
WINE
RED
Barolo
Rosso di Montalcino
Cabernet Sauvignon
WHITE
Chardonnay
Sauvignon Blanc
Pinot Grigio
FOOD
Different Types of Sushi 600 pieces
Mini Pizza Pepperoni 300 pieces
Mini pizza Margarita 300 pieces
Bruschetta 300 pieces
Arancini 600 pieces
Japanese Nut Mix 60 pieces
11:00 – 16:00 19/09
Art Exposition
Grand Ballroom
300
Same as Welcoming Reception
16:00 – 16:30 19/09
Closing Reception
Grand Ballroom
300
Same as Welcoming Reception
(Sake Cocktail for closing)
7:30 – 10:30
20/09
Breakfast
Queen Park II
300
DRINKS
COFFEE
TEA
Oolong
Koucha
Green Tea
Matcha
WATER
Flat
Sparkling
Light Sparkling
JUICE
Apple Juice
Orange Juice
Pineapple Juice
Peach Juice
Lychee Juice
FOOD
BREAKFAST BUFFET
Scrambled/boiled/fried egg
Potato (hash browns)
Variety of cheese
Variety of meat
Variety of vegetables
Variety of bread (croissant, baguette, Slices of bread)
Fruit
Dairy
Cereal
Cold cuts
BANQUETING SETUP INFORMATION
Time
Event
Banquet room
# people
Setup of the room
10:30 – 11:00 19/09
Opening Reception
Grand Ballroom
300
Grey area is where the standing reception will take place
11:00 – 16:00
19/09
Art Exposition
Grand Ballroom
300
FURNITURE
3 Bars
24 High Tables
Art exposition setup by external company
16:00 – 16:30
19/09
Closing Reception
Grand Ballroom
300
Grey area is where the standing reception will take place
7:30 – 10:30
20/09
Breakfast
Queen Park II
300
FURNITURE
3 Big buffet tables
30 Round tables
4. Duty Roster
4.1 Banqueting
Date
Time
Staff
Place
Task
19/09/18
8:00 –
09:00
Banquet manager and captain, Waiters
Banqueting office
Morning briefing, Overview of event plan assigning tasks
9:00 – 9:30
Banqueting manager and waiters
Ballroom
Check setup, final additions and/or changes
10:00 – 10:30
Banqueting waiters
Lobby
Welcome guests, coat check, serve welcome drinks
10:30 – 11:30
Banqueting waiters
Ballroom
Prepare for lunch
11:30 – 14: 00
Banqueting waiters
ballroom
Serve lunch and drinks and have
14:00
Banqueting waiters
Ballroom
Clean all plates, glasses and tables
14:00 – 15:30
Banqueting waiters
Ballroom
Keep serving drinks and cleaning.
15:30 – 16:00
Banqueting waiters
Ballroom
Escort guests to lobby
16:00
Banqueting waiters
Lobby
Return coat check and hand out goody bag. Wish guest good day.
20/09/18
7:00 –
7:30
Banqueting manager and waiters
Queen Park II
Check set up, final preparation
7:30 – 10:30
Banqueting waiters
Queen Park II
Serving breakfast, debras
(Judy Allen, 2009)
4.2 Housekeeping
Date
Time
Staff
Place
Task
19/09/18
9:00 – 9:30
Housekeeping staff (group 1) and supervisor
Housekeeping office
Morning briefing housekeeping team 1
9:30 – 10:30
Housekeeping staff (group 1)
Ballroom and Lobby, toilets
– Vacuum ballroom and lobby
– Clean toilets and restock
– Corridors
– Elevators
10:30 – 11:00
Housekeeping staff (group 1)
Housekeeping office
View PMS assigning rooms to be cleaned
10:30
–
11:00
Housekeeping staff (group 2)
And supervisor
Housekeeping office
Morning briefing housekeeping team 2
11:00 – 15:00
Housekeeping staff (group 1)
Rooms
Clean rooms,
– Bathrooms and towels
– Linen
– Living area and bins
– Desks and closets
– Restock minibar
– Restock coffee tea supplies
– Update PMS
11:00 – 16:00
Housekeeping staff (group 2)
Public rooms
– Vacuum ballroom and lobby
– Clean toilets and restock
– Corridors
– Elevators
(Judy Allen, 2013) (Astroff T., 2011)
4.3 Front office
Date
Time
Staff
Place
Task
19/09/18
6:30 –
07:00
FO manager FO staff (1)
Back office
Morning briefing, hand over night shift
7:00 –
15:00
FO staff (1)
Front and back office
– Check-in check-out procedures
– Handling guest requests
– Working together with housekeeping updating room status
14:30 –
15:00
FO manager FO staff (2)
Back office
Afternoon shift briefing and hand over
15:00 – 23:00
FO staff (2)
Front and back office
– Check-in check-out procedures
– Handling guest requests
– Counting cashier
19/09/18
–
20/09/18
23:00 –
07:00
FO staff night shift
Front office
– Check-in check-out procedures
– Handling guest requests
– Usual front office tasks
4.4 Uniformed services
Date
Time
Staff
Place
Task
19/09/18
9:30 –
10:30
Door attendants
Lobby and door
– Welcoming guests and handing their luggage to bell attendants
– Guiding guests to front office
9:30 –
10:30
Valet parking
Door and garage
– Handling cars of guests and escorting chauffeurs to assigned roads
10:30 –
11:30
Bell attendants
Lobby and rooms
– After check-in handling luggage and assigning it to rooms
11:30 –
16:00
Bell attendants
5. Information Front Office
As the front office is the heart of the hotel, other departments need to relay information to the FO employees pre-arrival of the guest, during their stay and when checking-out.
Pre-arrival
Hotel rooms
Total number of hotel rooms
Room type (single or double)
Banqueting room
Guest information details
Special requirements
VIP guests
Payment
Method of payment
Billing address
Contact person
Arrival
Schedule of event
Opening guest account
Occupancy
Guest transactions
Provide guests with information and schedule of event
Departure
Check-out time
Check-out bill
6. Concept of Service
To exceed guest expectations the Almaz hotel will provide the guest with a journey from beginning to end by providing personalised services.
Upon arrival in our hotel, the bell attendants will guide the guests directly and escorts their luggage. The guests will have the opportunity to freshen themselves up in their rooms.
Technology is becoming more important in customer service nowadays, therefore we have created a mobile phone app to guide the guests through their stay. (Vishnoi L., 2017) This will help them to overview the schedule of the event and other information about the hotel and provided services.
When arriving in their rooms, which holds a personalised welcome note in the language of the guest’s origin and the guests will be surprised with a special art piece copy on their walls to enjoy. This art piece will be in the theme of the exhibition and with this, the guest will feel connected to their reason of stay.
At check out, our guests will be helped with their luggage and when requested, a private chauffeur will bring them to the airport. They will be provided with lunch packages to accommodate them during their travels home. These lunch packages were designed in 2013, during the Milan fashion week. (Flip Food Lunch Packages, 2013)
A few weeks after the event all of our guests will receive a personal letter thanking them and reminding them of their lovely stay with us. With this letter, they will receive a booklet full of pictures of all the art and showpieces that were exhibited. (Vistaprint, 2018)
With this, the Almaz hotel will make their guests experience last longer.