Stages of receiving and accommodation in hotels, technology of receiving different kinds of tourists
Basic rules of receiving guests
The technology of receiving guests in the accommodation facilities includes the receiving of guests upon their arrival and the service activities of the operational staff for their accommodation in compliance with the reservations made and services paid.
There are basic principles which have to be observed by the employees in the different accommodation facilities, depending on their category. The most common ones are as follows:
- The first impression of the client’s receiving upon arrival is very important. Therefore notwithstanding how busy the administrator is at that particular moment, the guest must be greeted with “Welcome” and be quickly taken care of. The client is standing up and that is why the administrator should welcome his guests erect, as well.
- If at the moment of arriving there is an official phone call carried over by the administrator, he should excuse himself to this phone interlocutor, and greet the guest by asking him to wait for a moment and terminated the phone call as quickly as possible.
- If there are several guests to be serviced, communication with each one of them should be as short as possible, but as polite as every one of the clients feels welcome at the hotel;
- The administrator politely informs whether the guest has traveled well and wishes him to have a nice stay at the hotel and the settlement;
- The guest should not feel there is a hurry in his attendance; equal attention should be paid to everyone of the guests;
- The guest is provided maximum information needed for the firs hours of his arrival; i.e. for the locking system, the location of the room, the places for catering, currency exchange facilities and the safes and places where valuables are kept, ant others (according to the internal hotel rules).
- Very important for the guests’ first impression have the errand boys. They should have good appearance, to take the key and the guest’s luggage and to lead him to the room, and to inspect its state.
- Before the guest leaves the reception he is wished to enjoy his stay at the hotel and to be assured that the administration shall be at his disposal any time.
- When talking to the guest the administrator should carefully listen to him, to express understanding and without enjoying his own words. If he needs to excuse himself for a irregularity observed by the guest he should first thank the guest for the information and afterwards to say: “Mr./Ms., I am very sorry this has happened to you”, or “Mr./Ms I’m very sorry you are angry with our hotel…”. Thus constantly expressing interest in the guest’s problem the administrator may avoid reasonable claims on behalf of the guests, and to protect the hotel’s good reputation.
- Receiving of guests is carried out either in terms of a reservation or without such a reservation. The first thing the administrator should do is to check whether the reservation has been confirmed and whether it existed in the list of the arriving guests. Its number is checked and the guest is further accommodated. Of there is anything unclear regarding the reservation and the hotel is not full, the guest is never told he had no reservation. In this case the manager (the senior administrator) is immediately notified, and providing both of them are absent, and there are no other instructions the guest is accommodated and the situation is investigated later.
- The operational staff should turn the disadvantages into advantages. For example, a room not looking out on the sea becomes a “quiet room”; a room close to the swimming pool is nosier, but easily accessible, of the guests intends to use the pool.
Receiving individual tourists
Individual tourists are those who usually do not make use of the tour operators’ and touring agents’ services. They are received according to the preliminary reservations made or by direct accommodation on the sire in the hotel (when there are vacant rooms or beds). The specificity in this case is that they usually pay a higher prices, quoted by the very hotel, compared to the organized (group) tourists.
Modern computer technologies for reservation processing (and especially during the recent years, through Internet) provide the possibility for personal attitude towards the individual tourists with preliminary data regarding the services, which enable their quick service in the hotels. Nowadays each hotel has its place in the Internet and each citizen of the world may make his own reservation in a particular hotel (against payment, of course).
The high category hotel chains all over the world offer a series of services on the grounds of data input in the computer with respect to their individual guests, which allows more special attitude towards them – for the regular guests of the separate chains, their special preferences, celebration of holiday dates, flowers, wine, fruit, etc.
The most important is that the individual guest should be quickly accommodated, he should be quickly shown the place he will be rendered various services and should be offered additional service.
Receiving organized (group) tourists
Organized (group) tourists are received with the submission of the so called rooming list, where all their data is specified: duration of the stay, date of departure, events sought for, feeding – only breakfast, half-board or full board, additional services, etc.
The organized tourist groups’ stay by days and events is accomplished on the grounds of their program. The accompanying tourist guide should inform his tourists of the program and should constantly observe for the quality of the services rendered and the hotels’ staff work, as well as the other places the tourists are serviced.
Groups may be provided special places for organizing meetings – particular regions within the hotel areas, beach regions, etc.
FOODS AND BEVERAGES
Service is accomplished in the trading floors and in the dining entertainment areas. It is a process of realization of culinary products and ready made products consumption, requiring particular environment in the trading floor.
Factors, influencing the process:
Ø Type of the establishment: restaurants, bars
Ø Nature of the tourist contingency:
Ø Groups, individual tourists, nationality, age, etc.;
Ø Availability of musical and artistic programs.
The technological flow of the catering process includes: basic stages and specific additional operations, which impart attractiveness of the process. The development of restaurant service leads to the specific service systems: French, English, American, Russian. Some of the technological operations performed have been accepted as obligatory protocol and ritual.
Basic stages of service with waiters
The waiter’s serving includes two major stages:
a) preparation for work;
The following technological operations are performed at this stage:
Ø relation with the production unit (culinary products) and the wet bar (various types of drinks). Waiters should be acquainted with the courses and beverages offered, and with their particular features.
Ø Acquaintance of the necessary dishes, service sets and utensils with which the relevant courses and beverages are offered. Restaurant management is characterized with a great variety of porcelain, metal, ceramic and glass dishes and utensils. Dishes and utensils made of silver are used for special occasions. When completing the of dishes and service sets it is necessary to follow one simple rule – all of them should belong to one series. The refined restaurants insist on their house style and house services sets. There are dinner sets and drink sets types for each group;
Ø The technological operations with the tableware include:
Polishing of plates, cutlery and glasses and cups, modes of carrying and serving glasses and cups; serving cutlery, arranging the courses, dishes and beverages on the waiter’s trays (salvers); taking away the used plates, cups and cutlery.
Ø Preparation of the trading floor. This includes the operations of ventilation and cleaning of the trading floor; arranging tables and chairs, auxiliary tables and other stock; correct covering the tables with tables cloths, table-centers, the preparation of the dinner sets, cutlery, ash-trays, vases with flowers, etc.;
Ø Inspection of the working order of the technological equipment: cash boxes, plate heaters, illuminating units, refrigerators, etc.
Ø Preparation of the waiters’ staff – official clothing, decent appearance. They should be equipped with the serving accessories (corkscrew, pocket-knife, box of matches, cigars, pocket money, etc.)
b) Tourist service
Ø The basic technological operations are the following:
Reception and accommodation of the clients by the doorman. He follows for the proper clothing of the guests and their condition. He offers the use of a cloakroom and information regarding the high category establishments. There should be a foyer where clients await their accommodation in the trading floor and a desk for covers sale. When accommodating on the trading floor are considered the clients’ preferences and wishes to choose a table, and they are further accompanied to the table. It is not allowed accommodation to another table or transposition of chairs.
Ø Presentation of the menu. When selecting drinks and dishes the waiter may consult the clients for the quality of the drinks, the way of preparation of the courses and meals.
Ø Serving the dishes. A system of rules has to be observed when serving the dishes. These rules depend basically on the types of the dishes offered (cold entrées, soups, hot entrées , desserts). Great significance have the way of offering and serving the dishes and the relevant cutlery.
Ø Serving drinks. The basic rules for serving drinks require the observation of the order of their serving and the types of glasses to be used (drinks with high and medium alcohol degree, hot alcohol drinks, beer, soft drinks), the way of pouring out, the temperature requirements, etc. The rules of serving dishes and drinks are summarized in special serving manuals (technology of serving).
Ø Payments with clients. Consumption may be paid cash, or on account, via credit or credit card. A receipt is also presented to the clients.
Technology of serving in restaurants
Restaurants are special type of catering establishments in tourism. The offer a large assortment of culinary products and beverages. Big hotels are usually constructed with several restaurants: main (of general profile) and specialized (for Bulgarian national cuisine, international cuisine and according to their location – scenic restaurants). Restaurants in independent buildings are constructed in the big tourist complexes.
The functional chart of the restaurant includes: foyer, trading floor, office, production unit and warehouse premises. In the foyer tourists may wait for the vacation of places in the trading floor. The trading floor is usually with aesthetically looking interior, plants and suitable lighting. The disposition of the tables and chairs allows convenience in serving, creates coziness and peacefulness for the tourists. Podium for the orchestra and a dancing are located in a suitable place. Some of the floors are divided in boxes or in banquette halls.
Service in the restaurants is with waiters. They should possess high professional and language training. They are organized in groups with or without special specialization, but with strictly differentiated functions. They are directed by a manager or by the trading floor responsible. All waiters are obliged to observe the basic technological operation regarding the training an service process. Depending on the nature of the tourist clientele (organized tourist groups or individual tourists) there are a number of peculiarities which should be taken into consideration at service.
a) Technology group tourists service
When catering group tourists the following should be observed:
Each group is accompanied by a tourist guide. He should inform the restaurant management of the number of tourists, their nationality, limit, time and mode of feeding.
Drawing out of the menu. When compiling the menu the number and the nationality of the group, their age, their preferences, the seasonality and the possibilities of the establishment, should be taken into consideration. In some cases variability in the assortment may also be envisaged. If there are children in the group special menu and cutlery should provided for the purpose. The menu is recorded in a special form and in several copies for each team responsible for the kitchen and the bar).
The restaurant manager and the tourist guide determine the schedule for the group meals (breakfast, lunch, and dinner) and the organization of additional events (concerts and others), which require change in the schedule. The restaurant management should be informed of any such events and changes and of the dislocation of the groups. The group’s schedule is placed in the restaurant’s office. A special representative of the restaurant’s staff is assigned to take care of the meeting, accommodation and overall service of the tourist group.
b) Technology of individual tourists service
An important moment is the working out of the menu. It should be performed aesthetically in several languages and to be signed by the manager.
There are several types of menus used in restaurants:
Ø Menu card – for breakfast, where the assortment offered is given in the following order: tea, coffee, cold breakfast, confectionery, fruit, cooling drinks.
Ø Complete meal card for regularly offered dishes, arranged as follows: cold breakfasts, eggs, grill breakfast, assortment of cheese, salads, desserts, and coffee
Ø Daily menu card, which includes: specialities, fish, vegetarian dishes, cooked meat dishes, dishes with roasted meet. Usually the daily menu card is drawn out for 2-3 days according to the seasonality of the components used in the dishes. The daily menu card is presented together with the complete meal.
Ø Children’s menu card, formed in a manner, suitable for children and consisting mainly of confectionery products, beverages and juices;
Ø Drinks chart, which constitutes of alcoholic drinks, sweetened drinks, white dessert wines, sparkling wines, freshening drinks.
A special menu is offered in some luxurious restaurants, where the prices of the offered assortments are not specified.
There is a protocol when offering the menu; it is first offered to the woman, and the drink chart is offered to the man. The children’ menu is offered to the children.
A number of special specific technologies is applied in the course of restaurant service development.
Flaming. This is an attractive form of culinary production, fruit and desserts with alcoholic drinks. This improves the taste features where the final process of flaming is performed as attraction in the trading floor before the clients.
Flaming is performed on a special serving cart with two boards. Plates and cutlery are placed on the upper board there are two spirit lamps and flaming accessories. Very significant to achieve the delicious taste when flaming is the choice of the right spirit drink. As a rule it should be relevant to the type of the products: breast (chicken and veal) are flamed with cognac and brandy; grilled meat with cognac; dishes with lots of seasonings and flavours – with whisky, vodka or gin; fruit and pancakes with liqueur or rum., etc. A combination of alcohol drinks may also be used, and to extend the process of burning pure spirit may be added.
Flaming is applied in high category restaurants in lunch or dinner meals. Special effect is achieved when serving the flamed dishes in the evening and lighting turned off.
Carving. This is a special technological operation, which is applied when serving specialities of the culinary production for several persons. This requires the dishes offered (fillets, deer’s back) to be cut in a special way, to be artistically cut and arranged for each tourist. Carving is applied when serving roast chicken and birds.
Before proceeding to carving the ordered speciality is presented to the customers to show them its aesthetic appearance. Carving is carried out on a serving table, where flat plates are placed, plateau heaters, various sauces, gravies and flavours. It is an attraction to tourists. However it requires special training of the waiter.
Serving carts. Very often used in restaurant management.
To service tourist groups particular technological operations are required such as: stacking of carts in the kitchen unit according to preliminary order; moving to the particular region within the group; dividing into portions and serving the dishes to each member of the group. The advantage of using the serving cart is acceleration of the serving process.
The service cart is used to offer appetizers, cheese, confectionery and similar articles to individual tourists. It often serves to organize a movable bar to offer alcoholic and soft drinks, cocktails. It an important accessory when serving fish and meat, subject to carving, flamed dishes, a la minute orders, and desserts. Thus part of the preparation technology is performed in the trading floor before the tourists and customers and render an element of attraction in serving.
Serving in the Swedish manner – cold table (Smorgasbord) includes arranging of a buffet table in the restaurants. A large assortment of cold and hot dishes are arranged there, with the relevant aesthetic arrangement. It is most commonly used for breakfast.
The cold table may be used also when organizing special samples of national and other dishes, where the process is assisted by the chef (the so called table of abundance). It is usually offered as an additional event for individual solvent guests.
Service in catering establishments for additional meals
Waiters service is applied in establishments for additional feeding in tourism.
а) Cafés and confectioneries. A large scale of coffee, pastry, confectionery, soft drinks, beer are offered and a limited assortment of cold and hot breakfasts.
In the constantly operating confectioneries there is a refurbished foyerand a cloakroom, and in the cafés of seasonal character – only a foyer. Boxes or tiny halls are differentiated to provide cosiness and comfort of customers. Bar with high stools is also available at certain places.
The technological chart of service is similar to that in restaurants. In most cases it is carried out by waitresses. Special attention is paid to the house clothing, the menu design, the serving of specialities, etc.
б) Aperitifs. These are special establishments which offer rich assortment of alcohol drinks. Breakfasts also may be served in aperitifs.
Boxes are also differentiated in the large trading floors to provide comfort. Music is provided mechanically.
Of high importance here is the good qualification of the operational staff: knowledge of the assortment, combination of the alcohol drinks with the food offered, and of the payment facilities.
Service technology in entertainment establishments:
Entertainment establishments occupy a significant place in the waiters’ service. These establishments are basically intended to provide the tourists entertainment and recreation.
а) Technology and organization of attraction establishments, which reproduce the national lifestyle, traditions and rites, and often include elements of the national folklore interior: cellar, water-mill, sheep pen, Khan’s shelter, and the entire refurbishment in the establishment is subjected to the main concept. In most cases the staff’s clothing is also in harmony of the folklore theme. The programs performed are also in conformity with the main folklore concept.
Besides the classic technology of service, specific operations are also applied, including preparation of the meals before the customers, rituals, etc. which entertain and attract visitors. Typical representative of the entertainment establishments is the picnic. Beautiful localities are used for the purpose, situated in close proximity of the tourist complex. The main courses are prepared on the fire before the tourists – roasted lambs, large meat ready products, etc. Drinks are offered on tap from buts, casks, and jars and other typical vessels are used.
b) technology and organization of service in bars. They are the most attractive establishments in the system of tourism. Their basic features are related to the offering of a rich musical and artistic program and a large scale of high quality drinks, cocktails, etc. The architectural design is characterized with a luxurious interior, special illumination, theatrical dislocation of the seats (especially with bars, offering entertainment program), boxes, niches, bars with high round chairs, special stage for musical and artistic bands, dancing, etc.
The basic technological operations when serving tourists in bars are:
Preparation. It comprises all operations related to the rhythmic supply with a large assortment of drinks and relevant breakfasts, nuts, etc] arrangement and cleaning of the trading floor, design of the menu card and the special technical equipment of the operational staff;
Production operations, which are focused basically on cold cooking.
Meeting of clients by a doorman in a special clothing. Usually visitors pay in advance for entrance and consumption.
Service is carried out by two major categories:
Ø bartender, who services the bar – buffet. He possesses high professional training. Preparation of drinks requires skills and agility which is very attractive for the visitors and tourists. He should dispose of graduated measures set, ice machine, etc. His work clothing distinguishes from that of the remaining staff;
Ø waiters, who serve in the trading floor. They should be acquainted with the rules of serving various courses and meals and the relevant breakfasts. Cooling of drinks is provided for each table. When collecting and performing orders waiters have to reckon with the client.
Ø The emptied bottles and unused drinks, or the change of ash-trays is carried out by the assistant waiters.
Bars with programs also offer attractions which are shorter (up to 60 minutes). Stage is not envisaged in such establishments, and the dancing is used for the purpose. Bars without program use juke boxes, instead or cassette recorders. Service is carried out by waiters having excellent professional training and language proficiency.
The hotel bar is an establishment which is constructed in the hotel’s living room. Depending on the temper of the visitors it may be implement two basic functions:
Ø Only the hotel’s guests are attended in such hotels, where only breakfast (coffee, tea, alcohol and soft drinks, confectioneries) is offered there. Service is carried out by a barman.
Ø loby bar — in the large hotels it functions not only for the guests accommodated in the hotel, but for other guests as well. Refurbishment complies with the general design of the interior. There are possibilities of for organizing meetings and business events. There are bar-buffet and a trading floor differentiated there. A large assortment of alcohol and soft drinks are offered, cocktails, confectioneries, etc. Service is performed by a barman and a waiter.
c) Technology and organization of service in casinos.
Casinos are specialized entertainment establishment type, where gambling is offered: slot machines, roulette, baccarat, etc. Bar buffet is usually organized in the casino which offers cocktails, alcohol and soft drinks, and special breakfast. It is serviced by a special team, which includes: a doorman, croupiers, a barman, a manager, etc. They should be very well acquainted to the rules of various games, and to create conditions for the guests’ entertainment. The visit to the casino is against payment. Big casinos have differentiated cash desk for the sale of jettons.
d) Technology and organization of the service in discos.
Discos are special dancing establishments which determine their architectural design. The dancing occupies the central place. Seats and bar-buffets are situated around it. Typical for the discos is the use of illuminating effects, which are in harmony with the music (disco-light-music). Luxurious discos use TV cameras and theme screens where people can watch themselves while dancing. The musical background is provided with disco systems and a special person who operates them – the DJ.
Discos are usually with mixed service. The buffet is attended by a barman, and the other seats – by waiters. Alcohol and soft cocktails, confectionery, and nuts are offered there.
Technology of service in special occasions
Special occasions in restaurant management are receptions, weddings, banquets, etc.
а) Technology and organization in cases of banquet.
Ø Official lunches or dinners, related to national holidays, meeting of delegations, wedding parties. The successful conduction of the banquet depends on the preparation organization and the qualification of the operational staff.
Ø The taking of the order and the working out of offers is carried out between the banquet organizer and the restaurant management. The following should be specified for the purpose: number of guests, the time of beginning and end of the event, the visitors’ requirements (the trading floor, the menu, the shape of the table, service, after which of the courses the toast shall be, will there be a special program, etc.) the availability of products, the composition of the guests and the kitchen staff should be considered when making the menu. Basic principle: dishes should not be repeated in terms of taste, type and mode of preparation. Written offer is drawn out on that base and is submitted to the organizer.
Ø Advance payment, amounting to 30% of the total amount (in case the above offer is confirmed from the organization by a letter of confirmation);
Ø Copying of the offer and its spreading to all units which will take part in the organization.
The preparation of the banquet comprises: arranging of the banquet table, laying the table with table cloths, arranging of the cutlery and the glasses, preparation and providing the stacks of plates, ash trays, spare cutlery, service tables, decoration of the banquet table with flowers, instructions of the staff.
Reception of the guests. This ritual is performed ins a separate hall by the host of the banquet. Aperitifs may be served there.
After all guests are gathered, and after they have taken their aperitif, the guests are invited to the banquet hall where the lunch or the dinner will take place.
Service of the participants in the banquet. There exist certain rules of serving depending on the composition, the rank, the age and the particular occasion of the banquet. Basically the participants in the banquet are divided into hosts and guests. Serving usually starts from the most honorable guest. The following rules:
When there is a dinner of a governmental delegation, whose leader is a man, and the leader of the host delegation is a woman, the guest delegation’s leader is served first. When there is an interpreter at the delegation – the host is served first, and the interpreter is served afterwards. When the dinner is organized by military men, and the host is a general, and the guest is a colonel, serving starts from the colonel, followed by the general, and the other persons are served afterwards.