exploring the hospitality industry worksheet 1 the hospitality industry hospitality: level 2 higher...
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© Pearson Education Ltd 2009. Copying permitted for purchasing institution only. This material is not copyright free.14
UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.1The hospitality industry1. Can you name these chains of cafés, restaurants and hotels?
2. Now list six more hospitality chains. The fi rst one has been done for you.
Butlins ✱
...................................................................…………………………. ✱
...................................................................…………………………. ✱
...................................................................…………………………. ✱
...................................................................…………………………. ✱
...................................................................…………………………. ✱
3. Now list hospitality establishments in your area that are not part of a chain – for example, the local fi sh and
chip shop.
4. Which is the longest list?
5. Why do you think this is the case?
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Factsheet 1.2Background information on hospitalityThe UK hospitality industry is made up of the following sectors:
Sector or sub-sector Description History
HOTELS
1–5 star From 5-star to low cost
• Often serviced to a high level, such as having several restaurants and bars
• May accommodate conferences and banquets
• Include independent, owner-run, large chains, and independent consortia, e.g. www.slh.com
Developed from coaching inns
Budget hotels Usually near motorways or major roads
• Often next to restaurants
• Beginning to be found in airports, e.g. Yotel
• Cross-channel ferry accommodation could be included here
• Minimal staffing usually required
• Basic, low-cost accommodation with tea and coffee-making facilities usually provided
• Semi-serviced – catering is nearby or trayed and packaged
Developed from coaching inns when increased
travel meant a need for more value accommodation
Bed-and-breakfast
establishments/guest houses
Accommodation
• Serviced with a limited range of catering (breakfast only)
• Usually just a few rooms
• Usually run by one person, a couple, or just a few staff
• Usually low cost, but boutique-style guest houses are more luxurious
A long history, but boutique-style guest houses first
appeared in the 1980s – partly influenced by TV
hotels ✱
• 1–5 star
• budget hotels
• bed and breakfast
restaurants ✱
• fast food
• cafés and coffee shops
• mainstream
pubs and bars ✱
• managed
• tenanted or leased
• freehouses
membership clubs ✱
nightclubs ✱
hospitality services (catering ✱
managed in-house)
contract food service provision ✱
(catering outsourced to a contract
food service provider)
events management. ✱
The hospitality industry can also be divided into:
the hospitality business sector – comprising establishments that ✱
provide food, drink and accommodation in exchange for money;
they are run as a business and their main reason for operating
is to provide these products and services and make a profit
the catering services sector (hospitality services sector) – ✱
where accommodation and catering are not the main business,
but these secondary or indirect services are still needed by
customers, residents, staff and/or visitors; the services are often
subsidised or offered at cost price.
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Other serviced
accommodation:
Holiday villages, caravan
parks and cruise ships
A mixture of serviced and self-catering accommodation
• From low cost to luxury, e.g. log cabins with hot tubs
• Include leisure facilities such as swimming pool, children’s play park
Hostels • Shared facilities, usually bunk beds
• Sometimes have to make up your own bed
• Meals provided – sometimes kitchens are available
• YHA is an example
Unserviced / self-catering
accommodation:
Aparthotels
Self-catering cottages
No catering provided
• Usually let for full weeks but weekend and midweek lets increasingly available
• Aparthotels found in large cities, e.g. www.roomzzz.co.uk, are often used by people
relocated for work but also for leisure use
Response to demand for flexible holiday
accommodation
RESTAURANTS
Fast food Specialised environment – very quick service, e.g. McDonald’s, Kentucky Fried Chicken Originating as, or heavily influenced by, American
companies
Cafés and coffee shops –
includes those found in retail
stores
Usually at low to medium prices with limited levels of service
Cafés focus on food, coffee shops on beverages
Developed from UCP and Lyons tea rooms – some
influence from America
Mainstream – ethnic and
themed
Usually at medium to high prices with good levels of service Grew out of hotel restaurants; demand also stems
from experience of overseas travel plus ethnic
groups residing in UK
Takeaway – fish and chips,
sandwich bars and ethnic
Very quick service Developed from the fish and chip concept; also
influenced by US-style fast food and takeaway
Fine dining High level of skilled service
PUBS AND BARS
Managed; tenanted or
leased; freehouses
Specialised premises
Bars such as wine bars often serve hot drinks
Membership clubs are often just a bar but can be a bar and restaurant, or even also include
accommodation
Expanded from inns; developed with car ownership
from 1960s; maximised as food offered with alcohol
OTHER SECTORS
Nightclubs and discotheques Nightclubs are smaller
Gambling Includes casinos and bingo halls
Travel and tourism services,
visitor attractions
Motorway service stations,
railway, airline and short-
distance shipping, e.g. cross-
Channel
For people on the move or on holiday
Usually before or after the activity at tourism and visitor attractions
Grew as travelling and tourism grew
Increase in leisure time has meant more demand
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CONTRACT AND
HOSPITALITY SERVICES
These overlap each other considerably. If the catering is managed in-house it is a hospitality service. If it is outsourced to a catering or events firm, it
is a contract food service.
Banqueting/conferences
including events
Weddings or training courses
Large scale – booked in advance
Can be part of a hotel’s business
Can be in a purpose-built building that has a wide range of rooms
Can be outside catering, e.g. in a marquee in a garden or field
Originally just in hotels but now developed into a
sector of its own
Welfare – including
hospitals, schools, colleges,
universities, armed forces,
and prisons
Fulfilling social need Regulated and boosted with the creation of the
Welfare State in 1948
Industrial catering – either
in-house or from a catering
contractor
For people at work
Includes off-shore rigs
Could include mobile caravan cafés
Originated in theories that well-fed workers work
better; further developed by trade unions
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.3Local hospitality establishments1. Print out a map of your local area using a website such as www.google.co.uk/maps. Identify hospitality
establishments by type on the map and try to find examples for each category listed on page 15.
2. Use the Yellow Pages, Thomson’s local directory or websites to find more establishments.
3. Find out more information about each establishment, by visiting it, checking out its website or by telephone.
Use the questions below as a guide to finding the relevant information about each establishment. You could
pick one particular establishment and find out plenty of information about it so that you can feed back to the
rest of your group.
Questions
1. Name of establishment.
2. Type of business – is hospitality its main purpose?
3. Its ownership – is it part of a chain, or independently owned?
4. Size of the building – how many rooms does it have?
5. The facilities it provides, e.g. a holiday village might provide accommodation, fast-food restaurants and leisure
facilities including a swimming pool.
6. Opening hours – each day, days of the week and months of the year.
7. Types of customers, e.g. general public/members only/residents only/those using a facility, e.g. on a train, at a
theme park.
8. The profile of customers the establishment is aimed at, for example families, or people with a high income.
9. The kind of food and drink sold (collect a menu if possible) – is there a wide choice?
10. The number of workers employed and the range of jobs they do.
11. The ambience of the establishment – how the rooms are decorated, etc.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.4Data analysis
Number of individual establishments.
Turnover £ millions.
Hotels 11 000
Hostels 85
Holiday parks and
self-catering
2200
Pubs, bars and
nightclubs
18 000 000
Gambling 39 000
Restaurants 19 000 000
Contract food
service
6900
Travel and tourism
services
37 000 000
Visitor attractions 446
70 000
60 000
0
10 000
20 000
30 000
40 000
50 000
hote
ls
rest
aura
nts
host
els
holid
ay
park
s
and s
elf-
cate
ring
gam
blin
g
visi
tor attra
ctio
ns
trave
l and
tourism
serv
ices
contract
food
serv
ices
pubs,
bars
and
nig
htc
lubs
Travel and
tourism servicesRestaurants
Pubs, bars and
nightclubs
All other sectors combined
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
0 100 000 200 000 300 000 400 000 500 000 600 000
Visitor attractions
Travel and tourism services
Hotels
Hostels
Holiday parks and self-catering
Pubs, bars and nightclubs
Gambling
Restaurants
Contract food services
Hospitality services
hote
ls
rest
aura
nts
host
els
holid
ay
park
s
and s
elf-
cate
ring
gam
blin
g
visi
tor attra
ctio
ns
hosp
italit
y se
rvic
es
80
70
60
0
10
20
30
40
50
trave
l and
tourism
serv
ices
contract
food
serv
ices
pubs,
bars
and
nig
htc
lubs
women
men
0
40 000
20 000
80 000
60 000
140 000
120 000
100 000
160 000
16 – 19 20 – 24 25 – 29 30 – 34 35 – 39 40 – 44 45 – 49 50 – 54 55 – 59 60 – 64 65 – 69
hotels
restaurants
hospitality
services
pubs and bars
self-catering and
holiday centres
How many people work in each sector.
Age profi le of workers.
Gender of workers.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Activities
1. Interview a young person and older person who work in the hospitality industry. Find out:
a) How long they have worked in the industry.
b) Why they chose to work in the industry.
c) What they like about their jobs.
d) What they dislike about their jobs.
e) What their career prospects are.
f) Where they see themselves in fi ve years’ time.
2. Comment on their answers.
Questions
1. List the different sectors in order
of size of workforce, with the
largest sector fi rst.
2. Comment on this list. Did you
think the sectors would be listed in
this way? Which sector’s position
in the list was a surprise to you?
3. List the different sectors in order
of the number of individual
establishments.
4. Is this list the same as the one for
size of workforce? If not, why do
you think it is different?
5. Now look at the turnover for these
sectors.
a) Why do you think the turnover
for travel and tourism is so large?
b) Why do you think the turnover
for gambling is larger than for
contract catering, when more
people work in the contract
catering business and there are
more establishments?
6. Which sector employs the highest
percentage of women, and
which sector employs the lowest
percentage of women? Comment
on this. Does it have anything
to do with the fact that in some
sectors there is a lot of part-time
employment?
7. Why do you think the restaurant
industry employs equal numbers
of men and women?
8. Comment on the age profi le of
workers in the fi ve sectors shown.
Discuss why these profi les are
different in different industries.
9. Comment on the food and
drink sales for each sector and
the number of meals served.
Compare these two amounts.
hote
lsre
staura
nts
quic
k se
rvic
e
pubs
leis
ure
busi
ness
and
indust
ry
Min
istr
y of
Defe
nce
educa
tion
health
care
0
500
1000
1500
2000
2500
10 000
hote
lsre
staura
nts
quic
k se
rvic
e
pubs
leis
ure
busi
ness
and
indust
ry
Min
istr
y of
Defe
nce
educa
tion
health
care
9000
8000
0
1000
2000
3000
4000
5000
6000
7000
Food and drink sales in sectors.
Number of meals served.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.5Types of bedroom accommodation
Accommodation is usually in comfortable bunk-
bedded rooms, sharing with people of the same
sex. Showers and toilets are shared.
Bed linen, pillows, duvet and blankets are provided
free of charge for you to make up your bed.
A full meal service is usually provided. Some
locations also have self-catering kitchens. Most
locations will have a sitting area, drying room and
cycle store.
Comfortable king-sized beds. Good quality duvets
and pillows. En-suite bathrooms with shower gel.
Remote control TVs. Tea- and coffee-making
facilities. Hairdryers. Heater control.
Spacious desk area with Internet access. Family
rooms, with cots on request.
24-hour reception. Restaurant and licensed bar
nearby. Hot breakfast available.
Stylish suite with separate living room and large
bathroom with free soap, shampoos and creams. A
towelling bath robe and slippers are also provided.
Desk with high-speed Internet connection.
Also provided:
Safe, iron, ironing board, clock, radio and radio
alarm, hair-dryer, sofa bed, trouser press, TV with
teletext, satellite channels and on-demand films,
tea- and coffee-making facilities, bottled water and
biscuits.
Book from just a few hours, day or night, to 24 hours
or more.
Large single bed 2m x 1m (large enough for a cosy
two people) with full sitting height.
Bathroom with shower, revitalising all-in-one body
wash, heated mirror and soft towels.
Fold-out work desk and stool (doubles for
unpacking), overhead hand-luggage stowage, suit-
bag hanging and storage areas for small pieces.
Complete range of power and connectivity including
free Internet access and local lighting.
20-inch flat-screen TV with choice of films, radio,
games and Internet. ‘Cabin’-service menu on
screen, and 24-hour ‘galley’ café service.
Designed with a sophisticated and modern slant
on the Moroccan theme. Funky leather bed, and
‘belly-dancing’ ornate bottles. Luxury room featuring
a chameleon-floor seating area in the bay window.
New luxury Italian tiled en-suite shower and toilet,
CD player (with shower-room speakers), flat-
screen TV with freeview, fridge, hair-dryer and hot
beverage facility.
Parties of up to 27 people can be accommodated
in 10 rooms. Some have shared facilities. All rooms
are clean, well presented and come with TV/DVD,
central heating, towels and tea- and coffee-making
facilities. Use of a hair-dryer, iron and ironing board
available. Extra towels and pillows supplied on
request.
Full English breakfast served from 8.30 am to 9 am.
Bar for residents’ use.
Hotel deluxe suite (Hilton)Traditional bed and breakfast
at holiday resort
Cabin room at airports (Yotel) Boutique hotel
Youth hostel (YHA) Motel (Premier Travel Inn)
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.6Hotel groupsAccor – Formule 1, Novotel, Hilton,
Ramada, Macdonald, Moat House, Holiday
Inn, Premier Inn, Radisson, Hotel du Vin,
Jury Inn, Swallow and Marriott are some of
the hotel chains that exist in the UK.
1. You have been allocated a hotel group
to investigate. Produce a PowerPoint®
presentation of no more than eight
slides for the rest of your group that
gives a clear picture of this hotel group,
its size, its market and its standards.
Below are key questions or points you
need to cover in your research so that
you produce a rounded report for the
group.
Background information ✱ – history
Size of group ✱ – number of hotels –
average number of rooms in hotels
Where the hotels are ✱ – e.g. next to
major roads, in the countryside, in
cities
The rack rate of a room ✱ – the type of
customer they are aiming to attract
The style of rooms ✱ – include images if
possible
Other facilities the hotel provides ✱ – restaurants, bars, swimming pool, etc.
Facilities included in the price of a room ✱ , e.g. shower gel dispenser fi xed to the wall or a variety of
toiletries
Other points you could include are:
environmental policy ✱
rewards for frequent customers. ✱
2. Many hotels in the UK are individually owned. These hotels often join
a consortium to help them with marketing. Find out about at least one
consortium by exploring websites such as www.slh.com or www.britainsfi nest.
co.uk. Explain the advantages to the hotels of belonging to a consortium.
3. Go to www.mrandmrssmith.com and explain the differences between this
consortium and the two mentioned in question 2 above.
Holiday Inn is part of the InterContinental Hotels Group, which
has more guest rooms than any other company worldwide
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.7Colour and theme1. Look at the picture of the red bedroom. How does it make you feel? Calm? Excited? Happy? Angry?
2. How would bedrooms in the following colours make you feel?
a) Yellow ............................................................................................................................................................
b) Blue ................................................................................................................................................................
c) Cream .............................................................................................................................................................
d) Green .............................................................................................................................................................
e) Black ..............................................................................................................................................................
f) Orange ...........................................................................................................................................................
g) Grey . ..............................................................................................................................................................
h) Maroon ...........................................................................................................................................................
i) Pink .................................................................................................................................................................
j) Purple .............................................................................................................................................................
3. Is it better for ambience if two colours are combined? How would the following bedrooms make you feel?
a) Black and white .............................................................................................................................................
b) Red and black ................................................................................................................................................
c) Yellow and blue ..............................................................................................................................................
d) Green and cream ...........................................................................................................................................
e) Orange and pink ............................................................................................................................................
4. What about themed rooms? How might you react to the following?
a) Hawaiian ........................................................................................................................................................
b) Moroccan .......................................................................................................................................................
c) Indian ..............................................................................................................................................................
d) Jungle ............................................................................................................................................................
e) Surf ................................................................................................................................................................
f) Cinderella .......................................................................................................................................................
g) Tartan ............................................................................................................................................................
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
All bedroom lights can be turned on from the doorway as you enter the room.
All coat-hangers in the wardrobe are facing the correct way and all pushed to the
left side. Any non-hotel-issue coat-hangers are removed.
Safe is open.
Spare pillows have pillowcases on and are in clear, sealed plastic bag.
Lampshades are straight and cobweb-free.
Hairdryer is in top dressing-table drawer.
Internet connection cable is neatly folded.
Stationery set is complete and in second drawer of dressing table.
Laundry bag is folded and in second drawer of dressing table.
Telephone directories are in bottom drawer of dressing table.
Mini-bar has price list, bottle opener, two wine glasses and two tumblers.
All light bulbs and the extractor fan work.
‘What’s on’ tourist guide is on bedside table.
Curtains are correctly placed.
Radiator control is set to position 2.
‘Do not disturb’ and breakfast-order cards are placed behind the door.
Mirrors are free of smears.
All towels are folded correctly and heated towel rail is switched on.
End of toilet paper is folded correctly and spare toilet roll is in place.
Toilet fl ushes properly.
Shower curtain, chrome fi ttings and tiles are all perfectly clean.
Worksheet 1.8Hotel room checklist
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.9Conference settingsConference rooms come in many different sizes – from a bedroom that has been converted into a meeting room to
a very large space that accommodates 1000 people for a banquet. Many of the large spaces have partition walls
so they can be converted into more than one room. Flexibility is key, so that these rooms can be used for different
purposes.
Below are five different seating layouts that are often used in conference rooms.
Discuss what kind of atmosphere each layout creates and the advantages and disadvantages of each layout. Use
the words below to help you.
Formal/informal ✱
Allows/doesn’t allow discussions between whole group or in small groups ✱
You can/can’t hide at the back ✱
Easy/difficult to see and hear presentations ✱
Allows a large/medium/small number of people to fit into the room ✱
Allows/doesn’t allow the presenter to see everyone ✱
1. Boardroom style
3. Cabaret style
5. Classroom style
2. Theatre style
4. U-shaped
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.10 Comparison of restaurants
Value for money Suitable for families
Convenient – nearby, good opening
timesHygienic and welcoming premises
Wide choice, including healthy dishes Friendly and knowledgeable staff
Length of time taken over meal
(from quickest)Overall meal experience
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.11 Drinks activities1. Investigate coffee bars such as Costa Coffee and Starbucks. This could be done as a visit to an
establishment or using the Internet. Find out about their menus of coffees and chocolate drinks. Spend a
practical session making a range of these drinks, including serving them to other people. What have you
learnt from this activity?
2. Investigate a chain of juice bars such as Crussh (www.crussh.com) or a more general food café such as
the chain Eat (www.eat.co.uk). Find out about their menu of fruit drinks. Spend a practical session making a
range of smoothies. Estimate the cost of making each one and the selling price of them. You could include a
seasonal smoothie. What have you learnt from this activity?
3. In a group, run a non-alcoholic cocktail bar for students one afternoon or evening. Research and develop
a range of cocktails you can serve. Consider how you will serve them, the menu you will provide, and the
uniform you will wear. You could arrange a visit to a local cocktail bar or nightclub to help you with this
research.
4. Investigate casinos and bingo clubs, and compare the eating and drinking available at two different
establishments. Consider why these venues serve these types of menus.
Find out the range of jobs available at each casino. What specialist jobs are there? Try
www.pariscasinoblackpool.co.uk, www.galabingo.com or www.rendezvouscasino.com/brighton.
5. Brainstorm as many different membership clubs as you can think of. Start with political and sports clubs.
Then, in groups, find out about private member clubs in cities. You could use the following website to help
you: www.squaremeal.co.uk/venues/london/selection/66/Private_Members’_Clubs.
Produce a PowerPoint® presentation about one club of no more than four slides. Explain the history of the
club, who its members are and what facilities it provides.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.12 The catering services sectorSchools, prisons, army barracks, off-shore oil rigs, factories, offices and hospitals all have people who use the
building for more than a few hours at a time. Some of them are where people stay for weeks and years. If you stay
in a place for more than about 4 hours, what do you need? Food and drink!
Think about the different types of food and drink service that need to be provided for these separate places. Write
down at least two key points for each place. The first one has been done for you.
Establishment Key points to consider when providing a food and drink service
Prison
Low cost ✱
Easy to make in large quantities ✱
School
✱
✱
✱
Hospital
✱
✱
✱
Army barracks
✱
✱
✱
Factory or office
✱
✱
✱
Off-shore oil rig
✱
✱
✱
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Isles of Scilly: 85 per cent of the islands’ income is from tourism
Factsheet 1.13 Tourism on the Isles of Scilly
The Isles of Scilly are an archipelago of five inhabited islands and numerous small rocky islets off the south-western
tip of Cornwall, 28 miles from Land’s End. The total population is about 2100, and tourism is estimated to account
for 85 per cent of the islands’ income. The islands have attracted investment in tourism because of their unique
environment, favourable summer climate, relaxed culture, efficient co-ordination of tourism providers and good
transport links by sea and air to the mainland.
The majority of visitors stay on St Mary’s, which has a concentration of holiday accommodation and other amenities.
Of the other inhabited islands, Tresco is run as a timeshare resort, and is consequently the most obviously tourist-
orientated. Bryher and St Martin’s are more unspoilt, although each has a hotel and other accommodation. St Agnes
has no hotel and is the least developed of the islands.
The level of economic dependence on tourism is high, even by the standards of other island communities. Tourism
justifies many other island activities, for example the transport links to the mainland, which could not be maintained
with reduced visitor numbers. But tourism is also a highly seasonal industry, and the low level of tourist activity in
winter causes a near shutdown of the islands. However, the islands benefit from an extended period of business in
October when many birdwatchers arrive; because of their position, the islands are the first landing point for many
migrant birds, including rare birds from North America and Siberia.
Tourism is by far the main employer throughout each of the individual islands, much more so even than in other
remote and rural areas in the UK; tourism accounts for approximately 63 per cent of all employment.
Businesses dependent on tourism, with the exception of a few hotels, tend to be small enterprises typically
employing fewer than four people. Many are family run, suggesting an entrepreneurial culture among the population.
However, many of the jobs generated, with the exception of management, are low skilled and poorly paid, such as
those involving cleaning, catering and retail. Many of the tourism jobs on the islands are seasonal and part time as
work cannot be guaranteed throughout the year. At peak holiday times, many of the larger employers accommodate
guest workers who come to the islands for the summer to have a working holiday.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.14 The importance of the hospitality industryHospitality employs one in every 10 people in the UK, with over 2 million people working in the industry. They work
in over 200,000 different establishments throughout the UK.
Some parts of the UK rely almost totally on hospitality and tourism. For other areas, manufacturing or agriculture
might be more important. You need to understand the importance of the hospitality industry in your local area as
well as in the UK overall.
If you had a part-time job at a restaurant, pub or hotel, working 15 hours over the weekend for £5 an hour, you would
earn £75. How would you spend that money?
Clothes? ✱ That would pay towards shop assistants’ wages.
Music gigs? ✱ That would contribute towards the pay of events management workers.
Visiting a coffee bar? ✱ That would pay towards hospitality workers’ wages.
Saving up for a holiday? ✱ That would pay towards travel agents’ and other tourism workers’ salaries.
Other workers at your place of employment would spend their money in different ways and have a different effect on
the local economy. Looking at it another way, a visitor staying in a small guest-house pays the host who then spends
money in local shops, so local shop owners and workers indirectly benefit from the visitor even if they have never
seen him or her.
This is called the multiplier effect.
On your own or in groups, complete some or all of the following activities.
1. Look at one local hospitality establishment and work out the effect all those workers have on the local
economy. The information about how many are employed and in what types of jobs could be found out during
a visit.
2. Find out how important the hospitality industry is to your local area. What statistics are available from your
local council about employment?
3. Work out what other jobs are created from the tourism industry. Think about what would happen if tourism
suddenly dropped by half.
4. Research the history of the hospitality industry or part of the industry to understand how it has developed in
importance. Then:
EITHER: Use information from www.museumoflondon.org.uk/English/Collections/OnlineResources/X20L/
Themes/1385/1311 for an overall picture; use www.kzwp.com/lyons/cornerhouses.htm to find out the history of
Lyons Corner House cafés.
OR: Ask parents and grandparents about their eating out and holiday habits when they were children.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.15 Changes in the hospitality industryWhat is leisure and tourism? It has been defined as: the temporary, short-term movement of people to destinations
outside places where they normally live and work, and their activities during their stay at these destinations.
Hospitality – accommodation and eating and drinking – accounts for a large part of this, so that most of the £85.6
billion spent in 2006 on tourism was spent in the hospitality industry. £19 billion of this was spent by the 32.6 million
overseas visitors, which means that £66.6 billion was spent by domestic tourists. £44.8 billion was spent on day trips
by these domestic tourists.
With such a large industry it is important for businesses to understand the changing trends and issues in the
industry in order to be successful.
Choose a particular local business or area. Work in groups, pairs or on your own to consider in detail one or more of
the following points, or search www.bha.org.uk for up-to-date trends and issues. Give a presentation to the rest of
your group explaining the impact on a business.
Changes in leisure time mean more people are ‘cash rich and time poor’, leading to an increase in short ✱
breaks and activity holidays.
Some people can take early retirement with a high disposable income. ✱
Other people face late retirement because of poor pensions. ✱
Not everyone takes their full holiday entitlement. ✱
The population is aging – by 2015, people over 65 will outnumber the under-16s. ✱
There is an increase in segmentation – the choice is not just city or seaside, but spa, heritage, sport, etc. ✱
Sustainable tourism is becoming more important. ✱
The Internet has changed the way people book; more people make independent holiday arrangements. ✱
There is increased demand for improved quality, such as boutique hotels. ✱
There is increased awareness of the needs of disabled people, and the requirements of the Disability ✱
Discrimination Act.
Government targets for reducing obesity encourage sports and physical activities. ✱
Energy and food prices are increasing. ✱
There is £11 million in aid to promote British tourism. ✱
The Food Standards Agency carries out regular food inspections and is introducing the ‘Scores on the Doors’ ✱
scheme (visit www.food.gov.uk to find out more).
There have been changes in licensing hours. ✱
A smoking ban has come into force. ✱
New migration policies have had an impact on employment in the industry. ✱
The government plans to introduce a bed tax even though the UK industry has the highest VAT on ✱
accommodation.
The Olympics are to be held in London in 2012. ✱
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Factsheet 1.16Case study: Local and seasonal foodThe Three Fishes
For over 400 years, The Three Fishes near Whalley in
Lancashire has been a haven of refreshment on the old
road between the sixteenth-century bridge at Lower
Hodder and the Old Ferry at Mitton… a place for travellers
and visitors to rest and recharge their batteries amid some
of England’s most beautiful countryside. It also prides itself
on serving quality, locally sourced and seasonal food.
The Three Fishes – Length
of Lancashire Cheeseboard
Sourcing food from our doorstep and
supporting our local artisan producers
is a way of life at the Three Fishes. But
there can be few better examples of
local embarrassment of riches than
Lancashire cheese. I have developed the
Length of Lancashire Cheese Board to
showcase the best.
In my opinion no other region offers so
many different tastes and distinctive
characters, all made within 10 miles of
each other in the Beacon Fell area using
the traditional Lancashire style, but the
end result of each cheese is so different.
Enjoy a unique cheese experience.
Nigel Haworth
Seasonal Food Promotions
The simple fact is that food tastes better in
season, and local produce is better to eat
than food that has been raised artifi cially or
has travelled halfway around the world. It is a
treat and a privilege to enjoy food when it is
in season – something to look forward to and
enjoy.
At The Three Fishes the food philosophy is to
be true to our heritage and use the best local
produce available in season. At different times
throughout the year Nigel, working closely
with farmers and producers, selects and
showcases one local product, developing
dishes that bring out the best of these
products for customers to enjoy.
Here are some seasonal food promotions:
English chillies, Southport samphire, Formby
asparagus, Westmoreland damsons,
Lancashire caulifl owers, English apples.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.17 Case study: Boutique hotelsRead the information below and on the next page, and use the Internet to research the growth of boutique hotels.
Answer the following questions.
1. What is the history of boutique hotels?
2. Why have they developed?
3. What are boutique hotels?
4. What is the future of boutique hotels?
What are boutique hotels?
Boutique hotels are small, chic establishments characterised by informal charm. In New York in 1984, two
entrepreneurs opened Morgans on Madison Avenue. It was quirky and individual, unlike the large, brand-name
hotels that were dominant at the time. The term ‘boutique hotel’ was coined by the owners, Steve Rubell and
Ian Schrager, who described their new venture as being like a boutique as opposed to a department store.
Independence and originality were the overriding characteristics of their hotel.
The boutique hotel idea was soon adopted in Europe, although of course stylish independent hotels had long
existed. The trend has continued unabated. One of the first boutique hotels in Britain was 42 The Calls in Leeds,
created from an old corn mill and retaining original machinery as well as incorporating features such as handmade
beds.
The term is now applied in an indiscriminate way to a variety of hotels: small luxury establishments with a modern
edge and good service; accommodation with innovative design; and so-called ‘lifestyle’ hotels where the emphasis
is on casual elegance. But they are all usually relatively small, with fewer than 100 bedrooms, and none of them
feels like a standard, boxy hotel.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
www.i-escape.com
Boutique Hotel – Sort the Boutique Wheat from the Boutique Chaff
By Michael Cullen
Tuesday, 29 July 2008
In the 1990s, boutique hotels were the next big (or small) thing – 15 years on, have they had their day?
The hotel website www.i-escape.com has been reviewing ‘boutique’ properties – small city hotels, stylish
guesthouses, designer villas and more – since the term was in its infancy. Now editor Michael Cullen checks out what
the label really means, examines a few alternative terms, and sorts the boutique wheat from the boutique chaff.
Question: When is a boutique hotel not a boutique hotel?
Answer: Round about now. Why? Because the term has become so diluted since it was coined in 1980s New York
(allegedly by Morgans pioneer Ian Schrager) that it is now being applied to any new or refurbed hotel with an ounce
of branding, no matter how small or beautiful. We recently read about a new ‘boutique hotel’ in Atlantic City with
500 identical rooms, a 250-car parking lot, a retail centre and direct access to its sister casino. Which is like calling
Tesco’s a family-run deli. So what should the term ‘boutique hotel’ really mean, and if it’s becoming so over-used,
what are the alternatives?
The Business Dictionary (it’s not in the OED yet) defines it as a ‘small but exclusive property that caters to affluent
clientele with an exceptional level of service at premium prices’. Wikipedia thinks it’s an ‘intimate, usually luxurious
or quirky’ hotel which differentiates itself from chain hotels through personalised accommodation and service. We’d
go for ‘a small, usually urban hotel with distinctive design, personalised service and independent ownership’. But
even then, we’d have to admit that there are boutique hotels in the countryside, boutique hotels which are owned
by small chains (Stein, Hospes, etc.), and boutique hotels whose decor is a cookie-cutter copy of the now-standard
noughties look.
The boutique test So we’ve come up with five criteria to put any hotel to the boutique test:
1. small – we’d put the limit at 50 rooms (rural) or 150 rooms (urban). Anything really small – under 10 rooms,
say – or lacking hotel services can go for a spin-off term like ‘boutique B&B’ or ‘boutique guesthouse’. We’ve
even come across ‘boutique campsite’, while apartments are increasingly dubbed a ‘boutique bolthole’.
2. personalised – it has to be an antidote to our automated world: friendly staff who greet you by name
(preferably ‘Hi Michael’, rather than ‘Hello Mr Cullen’), rooms which vary one from another (personalised
book and CD collections in your room earn bonus points) and a sociable bar (member-only bars, like those at
Bangkok’s Met or Berlin’s Q, get an extra point). Room Mate hotels go further, by naming their places after a
fictional friend who is your host, as if the hotel is his home.
3. stylish – if it feels like grandma’s spare room, then you might as well stay at home; this should be a treat for
today’s time-poor, cash-rich travellers. Bespoke artwork and design classics earn extra points. And beware
formulaic boutiquification – easily recognised by noughties design clichés like a single kala lily in a huge vase,
or a swirl of Osborne & Little wallpaper in a monochrome room. True style has to be more than skin deep.
4. contemporary – somehow you can’t call it boutique if it’s got Louis XIV chairs and chintzy curtains. We need
hi-tech extras: flatscreen TVs and wifi are de rigueur, iPod docks and guest laptops score extra points. But a
bit of deliberate retro is fine, viz. Hotel 1929 in Singapore, L’Avenida in Mallorca, etc.
5. independently owned – a huge multinational chain, with its standardised procedures, uniform room décor
and high staff turnover, can’t be boutique, however hard they try (as Starwood have with their W hotels, for
example). But smaller chains can get away with it: we reckon anything up to 20 co-branded hotels leaves
enough room for individual expression.
What about the luxury level? Boutiques are rarely cheap, it’s true, but that’s not a condition so much as a by-product
of the high service levels and small number of rooms.
And what about facilities? An in-house restaurant and bar, preferably serving classy cuisine and cocktails in a buzzy
ambience, will certainly boost the boutique hotel rating (but a boutique B&B doesn’t need these, of course!). Spas,
fitness centres and saunas are increasingly common – over the last 10 years, it seems that every hotel in the world
has built a spa – though again that’s not a prerequisite for a boutique hotel. However, put all three in a city hotel
and, hey presto, you’ve got an urban sanctuary. Magic, isn’t it? And why boutique – which means ‘shop’ in French?
Does a true boutique hotel have to sell its furniture or artwork? A lot of them now do: La Sommita in Italy is like a
glorified showroom for the upmarket homeware brand which owns it, Culti of Milan. It makes sense, and it’s a good
way for guests to road test a chair or even a mattress before buying. But of course it’s not a prerequisite, it’s a clever
additional income stream to pay off all that bespoke design.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.18 Sustainability issuesIf you stay in a hotel anywhere in the world, you may fi nd a sign on the wall of the bathroom or a card near the basin
asking you to help the environment by deciding when you want your towels to be changed. You will save water,
energy and detergents by using them for another day.
If you do that you are helping with sustainability. But that’s only one small thing that hospitality establishments can
do towards helping the environment and promoting sustainable tourism.
Look at the hotel illustrated below and fi ll in the boxes to suggest ways in which it can be more sustainable. Identify
which changes might save the most energy.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.19 Jobs checklistGive a brief description of the job each of these people do in the hospitality industry, and the type of outlet in which
you might find them
Waiter
Restaurant manager
Head chef
Chambermaid or room attendant
Housekeeper
Kitchen porter
Porter or concierge
Receptionist
Hotel manager
Commis chef
Pastry chef
Events manager
Head cook
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.20 Catering jobs1. Head chef Ann works in a fine dining restaurant with 30 covers in a city. She has six chefs in her team.
School catering manager Aaron works in a 1500-pupil school in a city. He has four assistants working with him.
Below are the skills they need to carry out their jobs. Put the skills in order of importance for each job, by
putting numbers in the columns – 1 for the most important skill, and so on.
Skill Ann Aaron
Work within a budget
Be creative and imaginative
Be good at people management
Produce a balanced menu
Be prepared to work unsocial hours
Have excellent time management
skills – work to deadlines
Stay calm
Be able to train new workers
Have an excellent knowledge of
food
2. A commis or trainee chef has a very different job role from that of a head chef. Work out which of the
following tasks are carried out by which chef and place a tick in the correct column. Some tasks may be done
by both!
Task Commis chef Head chef
Preparation of vegetables
Calling out orders
Trying out new dishes
Presenting the dishes
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
1. Which receptionist (A or B) and waiter (C or D) would you like to greet and serve you? Why?
2. Why is the hospitality industry called a ‘people’ industry?
3. List the skills needed to become a successful bar manager. Underline the skills that would be transferable if
the bar manager was applying for a job as conference manager.
4. Now list the skills needed for a successful hotel receptionist and underline the skills that would be transferable
if the receptionist was applying for a job as a sales manager in the retail industry.
5. Find out more about front-of-house jobs during your visits and work experience. Interview at least two people
in such a way that you clearly understand:
the types of job they do ✱
the responsibilities of the job ✱
a typical work routine ✱
the requirements for anyone doing that job. ✱
Choose two of these jobs and describe the differences and similarities between them.
Worksheet 1.21Front-of-house jobs
A
C
B
D
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Factsheet 1.22 Other jobsEvents organiser
Can also be called: Assistant Events Organiser, Conference Services Organiser, Convention Services Supervisor,
Conference Planner, Conference Organiser, Conference Planning Co-Ordinator, Events Arranger, Catering and
Convention Services Co-ordinator/Organiser
Salary: £21,000–£35,000 per year
Event organisers can be involved in a wide range of events, though many specialise in one area. You will be
involved in most aspects of planning and running events on behalf of a client or your own organisation. Events can
include product launches, parties, awards ceremonies, etc. In larger organisations, roles can be divided between
marketing, sales and operations. The marketing team researches a sector, identifies a need, and organises a
campaign to promote the event; the sales team is responsible for promoting the event to potential exhibitors and
attracting sponsorship; and the operations team oversees the practical details, from booking the venue to catering
and equipment hire.
Event organisation involves a wide range of tasks, which may vary according to the size of the organisation.
Although big events organisers will undertake the majority of the work themselves, dividing the tasks among
specialist teams, some may sub-contract certain tasks if they have many events at one time. Tasks typically involve
liaising with clients, finding out their precise requirements and producing detailed proposals for events (including
timelines, venue suggestions and budgets), often to very tight deadlines.
You are likely to be responsible for securing and booking a suitable venue for the event. As a member of the
event organising team, you may need to liaise with clients and designers to create a brand or ‘look’ for the event
– co-ordinating venue management, caterers, stand designers, contractors and equipment hire. You may also be
asked to arrange accommodation for exhibitors and/or delegates. With so much going on, you will need to keep
an accurate record of client requirements and bookings, making sure that tickets, posters, catalogues and sales
brochures are organised, and that any delegate packs and papers are prepared in time. It is essential that you
organise insurance and security for the event, and ensure that health and safety regulations are adhered to. The
team will also co-ordinate everything on the day of the event to ensure that all runs smoothly, that the event is
‘broken down’ efficiently and the venue is cleared on time, leaving you to evaluate its success and produce reports
for the client.
Head housekeeper
Can also be called: Restaurant Manager, Food Service Manager/Director, Food and Beverage Manager, Banquet
Manager, Catering Manager, Director of Food and Beverage, Kitchen Manager, Dining Room Manager, Conference
Services Manager, Convention Services Manager, Conference Planner/Manager, Director of Conference Services,
Events Manager, Catering and Convention Services Co-ordinator/Manager
Salary: £16,000–£27,000 per year
You are in charge of the cleanliness of all the guest rooms, and most (if not all) of the public areas. Much of your
time will be spent supervising and training your staff, planning staff rotas, and dealing with stock-takes, budgets, and
other paperwork (maintenance reports, room-check sheets, safety audits, etc.). You will also deal with the suppliers
of linen, cleaning materials and guest supplies (sachets of tea and coffee, soap, shampoo, etc.), and control the
costs of cleaning materials, linen, laundry, maintenance and wages.
Another regular part of your routine will be checking that high standards of cleanliness are maintained, rooms
correctly serviced, and equipment is in a safe condition (for guests and staff). Lost property will also be handed to
you for safe keeping until it can be returned to the owner. In a large operation, you will have assistant housekeepers
and supervisors to control the work of room attendants, and probably linen room staff and someone to issue the
cleaning supplies.
You will liaise closely with the general manager and other heads of department, and attend regular meetings. Your
staff will also meet with you, possibly on a weekly basis. Good relations with reception staff are crucial – you will
need to let them know when rooms are ready to re-let, and they will let you know when rooms can be serviced, and
about VIPs or special requirements (such as a head-board).
Maintenance is another key area – repairs will need to be carried out promptly. It is important that the equipment
your staff use (vacuum cleaners, shampooers, polishers, trolleys, etc.) is in sound working order, and is used safely.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Some cleaning materials are hazardous, and it is your responsibility to ensure that staff are trained to use them
safely. Health, safety (including fire safety) and security will be important concerns. You will also be closely involved
with renovations and new developments, working with architects, interior designers, and other specialists.
Crew member
Can also be called: Prep (Preparation) Cook, Food Service Worker/Aide, Dietary Assistant, Food Preparer, Pantry
Cook, Deli (Delicatessen) Clerk/Worker, Drive Thru Window Order Taker, Front Line Worker, Catering Assistant
Salary: £11,000–£13,000 per year
Self-service and fast-food restaurants are popular in situations where work or other commitments give people
limited time in which to eat, and their requirements range from a snack to a full meal. Your first duties of the day
will include setting up the restaurant: refilling salt, pepper, sugar, sauces, napkins, tray and cutlery points, making
coffee, arranging the display counters with cold drinks and pre-packaged food. Salads, sandwiches, filled rolls, and
cold sweets are collected from the kitchen and arranged in the counters. Hot dishes are left until just before service
begins, although the hot cupboards will have been turned on earlier to reach the correct temperature. Customers
making their choice of food and drink are influenced by the look of what they see, so an attractive arrangement and
well-presented food is very important. Hygiene standards must also be excellent.
To increase sales, you will suggest drinks, extra large portions, side dishes, special meal combinations or
promotional offers. During service, you will have to restock counters as necessary, collecting new dishes of food
from the kitchen and returning empties. In some restaurants, all the dishes are pre-plated or packaged or portioned
so that customers can help themselves from the counters, or there may be some dishes that the staff serve.
Accurate portion control is important, but there may be some menu items that give customers the option of piling the
plate as high as they wish.
Your duties may also include making tea and coffee, possibly using specialist machines for espresso-based drinks,
milk shakes and others. You may also undertake some simple cooking and food preparation such as making toast,
frying eggs, grilling burgers, making sandwiches and rolls or assembling various meals.
Throughout the shift you will be tidying and cleaning: the kitchen and counters, tray and waste collection points,
tables and chairs, floors, toilets and the entrance, among other areas. You may also take your turn at operating the
cash till, where customers pay for what they have chosen.
Customers appreciate friendly, helpful staff, who enjoy giving good service, taking pride in their appearance and
that of the restaurant. You should be able to answer questions about the day’s specials, other menu items, and their
ingredients (particularly important for those with an allergy to certain foods, e.g. nuts). Your duties at the end of
service may include returning items to the kitchen, helping with the washing up, cleaning the counters, the service
and customer areas, and restocking cutlery, china and glassware ready for the next service.
Pit boss
Can also be called: Casino Room Supervisor
Salary: £11,000–£25,000 per year
As Pit Boss you will manage a section of the casino, maintaining the highest standards of service to your guests
while ensuring strict compliance to the regulations surrounding gambling activities. Tasks will involve scheduling
and positioning the croupiers and inspectors on your section, and helping to detect and prevent cheating by viewing
surveillance tapes of suspected cheats. Often, the Pit Boss is also responsible for maintaining the condition of cards
and dice for the gaming tables, e.g. you will remove cards from tables if they are damaged, marked or worn.
Bingo team leader
Can also be called: Bingo Supervisor
Salary: £12,000–£15,000 per year
Bingo Team Leaders assist in running the club and developing its potential. You will also help to create and maintain
a highly customer-focused environment. You will be responsible for organising the day-to-day function of the gaming
activities – you will oversee the bingo games, and ensure that winnings are paid out quickly and accurately. The
gambling industry has strict regulations, so you will need to ensure full compliance with these. Most clubs also
have gaming machines, and you will need to make sure that these are not abused. You may be required to provide
very basic technical support for these machines. In addition to these duties, you will help to collect and manage
numerical data on takings, profits and losses, keeping a strict record in line with your budget.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Factsheet 1.23 Management jobsFront-of-house manager
Can also be called: Front Office Manager, Front Desk Manager, Director of Front Office, Hotel Manager, Bed and
Breakfast Innkeeper, Customer Services Manager, Front-of-House Supervisor
Salary: £26,000–£33,000 per year
You may be in charge of reception and reservations, the porter’s desk, and possibly housekeeping. You might also
have selling and promotional responsibilities. Much of your time will be spent in contact with guests, answering
their more difficult queries, checking on their wellbeing and dealing with complaints. Besides keeping the various
departments running smoothly, you will have a key role in the recruitment and training of staff. You will be a key
member of the management team, attending head of department meetings and acting as duty manager on some
evenings and weekends, and your overarching duty will be to ensure that the hotel is operating legally.
Head chefCan also be called: Chef de Cuisine, Food Service Supervisor/Director/Manager, Kitchen Manager, Executive Chef,
Dietary Manager/Supervisor, Restaurant Manager, Supervisor of Food and Nutrition Services, Cafeteria Manager
Salary: £20,000–£45,000 per year
You are in charge of the kitchen: planning menus, negotiating prices and deliveries with suppliers, ordering and
storing food, organising staff rotas, supervising everyone in your team, and recruiting and training new staff.
You have a hands-on involvement in the cooking – the reputation of the restaurant largely depends on your food,
and the imagination and skills you bring to it. At service time, you will co-ordinate the orders as they come in,
issuing instructions to your team. You have to keep your eye on progress with earlier orders, and see that every dish
that goes out to a customer is up to standard: the correct temperature, presentation and portion size.
The job requires careful planning, good timing, and excellent team work to bring together orders for large parties,
or maintain good service when the restaurant is very busy. When you have time, you might make an appearance in
the restaurant to talk to the customers, in particular the regulars and any VIPs. Menus need to take account of the
needs of vegetarians, other religious or ethical diets, those with an allergy to certain foods, such as gluten or nuts,
and people who avoid fats or other ingredients.
Food hygiene and health and safety are major concerns, and you will have visits from an environmental health
officer to check standards and discuss your food safety management system. You are also responsible for making
sure that the cost of food is within the budget: wastage must be kept to the minimum, and production quantities and
portion control must be accurate.
You will need to liaise closely with the general manager, to whom you will be responsible for budgets, including
staff costs. You will also work with the restaurant manager and waiting staff, to ensure that service runs smoothly
and that staff can accurately describe dishes to customers. Depending on the type of operation (e.g. hotel, pub,
restaurant), the kitchens may prepare food for a number of self-service restaurants, snack bars and directors’
dining rooms, as well as cocktail parties, business meetings, conferences and other special events. In a high
street restaurant, your kitchen may be preparing meals for 30 guests for lunch and 60 guests for dinner, whereas a
hospital kitchen might be preparing meals for several hundred patients and staff three times a day.
Conference and banqueting managerCan also be called: Conference Services Manager, Catering Manager, Convention Services Manager,
Conference Planner/Manager, Director of Conference Services, Event Manager
Salary: £22,000–£35,000 per year
You will help your business to maximise its revenue from functions and special events. These can include
conferences, meetings, banquets, parties, exhibitions, and weddings. It will be your job to promote the facilities and
services available and develop client relationships, making customers’ events as successful as possible. You will
organise the event itself, including any support staff (such as an entertainer), all food and beverage requirements,
and the set-up of the venue. You will need to have good planning and administration skills, as well as being a strong
team leader with a keen eye for detail. Good communication and negotiation skills are also important when dealing
with clients, colleagues from other departments, suppliers, equipment handlers, any casual staff helping out at the
event, and the attendees themselves.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
You must pay close attention to costs and budget control at all stages of the planning process – while some clients
have generous budgets and want an extravagant event with no expense spared, the majority will put you under
pressure to meet their expectations within their financial limitation. To deliver an event at an acceptable price to the
client and profit to your organisation will require a good imagination and considerable business skills.
Food and beverage managerCan also be called: Restaurant Manager, Food Service Manager/Director, Banquet Manager, Catering Manager,
Director of Food and Beverage, Kitchen Manager, Dining Room Manager, Pub and Restaurant Manager
Salary: £18,000–£35,000 per year
Food and drink are costly items to purchase, prepare and sell, and tight control is essential to profitability. In some
businesses, this task may be entrusted to the head chef, or the bar and restaurant managers. In others, it will fall
to a Food and Beverage Manager. In this role, you will have cross-departmental responsibilities, with a specific
responsibility in functions such as weddings, dinner dances, conferences, cocktail parties, etc. A professional
working relationship with other department heads will be necessary, as well as the storekeeper and control offices.
You will deal with function enquiries, and will use your selling skills to convert these into profitable business. Menu
planning may also be one of your responsibilities, and the ability to come up with new ideas (for menus, food
service, special events and promotions, how best to organise production and service, etc.) will help you and your
hotel to keep ahead of the competition. As a member of a hotel’s management team, you will attend the head of
department meetings, and may act as duty manager on occasional evenings and weekends (when you will be in
charge of the hotel).
Training managerCan also be called: Corporate Trainer, Job Training Specialist, Management Development Specialist, Trainer,
Training Co-ordinator, Training and Development Co-ordinator, Training Development Officer, Director of Education,
Education and Development Manager, Manager of Staff Training and Development
Salary: £20,000–£30,000 per year
As a Training Manager, you will design and deliver an ongoing programme of training for all staff, linking practical
ability to the attainment of national qualifications. Your role is to develop, deliver and evaluate skills training for
employees and first-line managers, along with providing support for managers and trainers when opening new
business units. Training needs will be identified through the organisation’s appraisal system, and by reference to
the business plan; close liaison with heads of department is essential, so that they see training as beneficial and
resources are optimised.
You will also help to design, develop and print material to support trainers and trainees. Although customer care
training is a priority, there is also a need for training in food service and bar skills, food safety, manual handling,
computer systems and cleaning techniques. You can provide this through a mix of on- and off-the-job training and
distance learning. You are likely to be an NVQ/SVQ verifier or assessor, and will be responsible for checking that
company assessment systems are working to a consistent, acceptable standard when measuring candidates.
General managerCan also be called: Operations Manager, Director of Operations, Area Manager, Store Manager, Chief Operating
Officer, Resort Director, Unit Manager, Restaurant Manager, Attractions Manager
Salary: £21,000–£55,000 per year
As General Manager, you are responsible for every aspect of the business. You will ensure that guests are
satisfied, that all staff work together as an effective team, and that the business makes a profit. In this role, you will
be supported by a team of senior managers, department managers and supervisors. Working closely with your
managers and staff, you will ensure that every aspect of the operation runs smoothly and achieves – or preferably
exceeds – sales and profit targets.
You will regularly appraise the performance of your managers, giving feedback on what they are doing well and
helping them to improve in other areas. A major part of your role will involve motivating your team to deliver their
best performance at all times, and make the most of their sales skills.
You will be a key customer contact, liaising with clients to gain maximum customer satisfaction, monitoring their
feedback and encouraging your team to remain customer-focused at all times. As the person in charge, you are
ultimately responsible for the health and safety of everyone on the premises, for food safety, upholding the licensing
laws, and complying with consumer protection and employment legislation. Inevitably, there are also administrative
tasks involved in this role, including financial reports, budgets, cost analysis, and correspondence with suppliers,
customers and head office. You will also initiate promotion and marketing campaigns, as well as being fully involved
in company-wide schemes.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.24Case study: Two managersTim
I loved cooking at school but also loved media studies and performing arts. I had a part-time job in a local hotel by
the age of 15. I started as a dishwasher but kept on asking to be a waiter so when I was 16 I was allowed to serve in
the restaurant. Weddings were the best bit – all that glamour. I worked there every holiday through college.
I didn’t know what to do after my GCSEs. My parents wanted me to do A levels but I visited three different colleges
and decided to do a BTEC in Hospitality – it sounded really varied and I could see how I could get a job in the future.
I loved it and did really well. I went to university and got a degree in Hospitality Management. I found that I enjoyed
the human resources part of the course best, but realised that I needed all-round experience before I specialised. I
was offered a place on three different management training schemes but eventually chose to work for the Marriott
hotel group as there were opportunities to work abroad.
Five years later I have become an assistant human resources manager for the company. I have spent the last
5 years working in every department in four different hotels: one in Hong Kong, one in Dubai and two in the UK.
My aim is to be a manager within the next 3 years. I love it!
Sarah
I can’t believe how lucky I am with my job. I’m 28 and in my ideal job. I am an assistant general manager at a five-
star hotel in the most beautiful part of the country. I got here through lots of hard work.
I struggled at school. I had to work very hard at my GCSEs. I got Cs and Bs in everything except Food Technology,
where I got an A*. I wish there had been more subjects like that where I didn’t have to do lots of writing. There
was no way I was going to college after that. I was worn out! I had worked in a fine dining restaurant for my work
experience in Year 10 and got a part-time job because the head chef was impressed with me. I decided to work full
time there and do my NVQs on the job.
It took me 2 years to get level 2 and 3. I was good! I went to work in two other kitchens but didn’t like one of them
and ended up going back to my first kitchen for another year. I loved cooking but couldn’t see me doing it forever
so I applied for a management trainee job at a local hotel. I spent six months working in all of the different areas
and quickly got promoted to assistant conference manager, which I did for a year. I then got the job as food and
beverage manager when the bloke doing the job retired. One year later the assistant manager left and I got the job!
Activity
Produce a flow chart of Tim and Sarah’s career progression. Comment on it.
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UNIT 1
Exploring the hospitality industryHospitality: Level 2 Higher Diploma
Worksheet 1.25Training and career progressionThe aim of this mini-project is to collate all the work you have carried out on employment in the hospitality industry
and to analyse the skills and attributes staff need in order to be successful in their jobs.
Write a report, making sure you have answered all the questions below. Your report can be in a written
form or delivered as a PowerPoint® presentation. It should include:
charts and illustrations including examples of job adverts ✱
a summary of the interviews you have carried out ✱
evaluation of a job role you have experienced during an event or work experience ✱
information about managers’ jobs. ✱
1. Why is the industry called a ‘people’ industry?
2. Why are there front-of-house and back-of-house jobs?
3. Do people need different personal attributes for these two types of jobs?
4. Do all jobs in the industry involve unsocial hours?
5. Are all jobs poorly paid?
6. Give details of some different jobs available in the industry that you did not know about before working on this
unit.
7. Explain the career progression paths of at least two different workers showing the types of qualifications they
ideally need at each stage.
8. How may people progress through a company with the help of their in-house training?
9. Give an example of a graduate training scheme and what it includes.
10. What are transferable skills? Give examples for different jobs, explaining which other industries these skills
would be suitable for.
When planning this project, you could divide the topic into sections:
introduction – range of jobs and skills needed ✱
examples of four different jobs, with interviews you have carried out ✱
management jobs – including career progression paths – with at least one interview ✱
example of a large company, its training programmes and career opportunities ✱
conclusion – your opinions about the industry and your plans for your own career. ✱
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