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Hospitality Supervision S/NVQ Level 3 New edition [Mīkstie vāki]

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(Westminster Kingsway College), , (Westminster Kingsway College)
  • Formāts: Paperback / softback, 486 pages, height x width x depth: 26x218x274 mm, weight: 762 g
  • Izdošanas datums: 16-Oct-2009
  • Izdevniecība: Cengage Learning EMEA
  • ISBN-10: 1408009250
  • ISBN-13: 9781408009253
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Hospitality Supervision S/NVQ Level 3 New editionPalielināt
  • Formāts: Paperback / softback, 486 pages, height x width x depth: 26x218x274 mm, weight: 762 g
  • Izdošanas datums: 16-Oct-2009
  • Izdevniecība: Cengage Learning EMEA
  • ISBN-10: 1408009250
  • ISBN-13: 9781408009253
Citas grāmatas par šo tēmu:
Permanent link: https://www.kriso.lv/db/9781408009253.html
Hospitality Supervision is the must-have guide for anyone wanting to reach the top in the hospitality industry.

Covering all the essential theory with a clear focus on industry standards and including dozens of full colour images, Hospitality Supervision will help learners to succeed in the hospitality industry.

Recenzijas

Ch01 HS01 Provide leadership for your team Ch02 HS2 Develop productive working relationships with colleagues Ch03 HS03 CONTRIBUTE TO THE CONTROL OF RESOURCES Ch04 HS04 Maintain the health hygiene safety and security of the working environment Ch05 HS05 Lead a team to improve customer service Ch06 HS7 Supervise food production operations Ch07 HS08 Supervise Functions Ch08 HS10 Supervise the food service Ch09 HS11v2 Supervise the Drink Service Ch10 HS17 Supervise Housekeeping Services Ch11 HS20 Supervise portering and concierge services Ch12 HS21 Supervise Reception Services Ch13 HS22 Supervise Reservations and Booking Services Ch14 HS06 Contribute to promoting Hospitality services and products Ch15 HS9 Contribute to development of menus and recipes Ch16 HS12 SUPERVISE OFF-SITE FOOD DELIVERY SERVICES Ch17 HS13 Supervise Cellar & Drink storage operations Ch18 HS14 new unit - Manage the receipt storage or dispatch of goods Ch19 HS15 Supervise the wine store-cellar and dispense counter Ch20 HS16v2 Supervise Vending Services Ch21 HS18 Supervise Linen Services Ch22 HS19 Monitor and Solve Customer Service Problems Ch23 HS23 Improve the Customer Relationship Ch24 HS24 Provide learning opportunities for colleagues Ch25 HS25 Support the use of technological equipment in hospitality services Ch26 HS26 Supervise practices for handling payments Ch27 HS27 Contribute to the development of a wine list Ch28 HS28 Manage the environmental impact of your work Ch29 HS29 Contribute to the Selection of Staff for activities Ch30 HS30 Ensure food safety hygiene practice is followed Ch31 HS31 Lead Meetings.doc

Provide leadership for your team
1(7)
Learning objectives
1(2)
Introduction
3(1)
The essentials of good leadership
3(2)
Leadership and its demands
5(2)
Assessment of knowledge and understanding
7(1)
Develop productive working relationships with colleagues
8(20)
Learning objectives
8(2)
Introduction
10(1)
What is an effective relationship?
10(2)
Establishing working and role relationships
12(1)
The importance of teamwork
13(1)
Developing positive working relationships
14(2)
Communication
16(3)
Provide feedback to colleagues on performance
19(4)
Equal opportunities
23(2)
Team roles
25(2)
Assessment of knowledge and understanding
27(1)
Contribute to the control of resources
28(17)
Learning objectives
28(1)
Introduction
29(1)
Equipment as an important resource
30(2)
Colleagues as an important resource
32(3)
Ordering: suppliers as an important resource
35(1)
Matching suitable resources to work targets
36(1)
Time management
37(1)
Cost control
38(4)
Information systems
42(1)
Assessment of knowledge and understanding
43(2)
Maintain the health, hygiene, safety and security of the working environment
45(17)
Learning objectives
45(2)
Introduction
47(1)
Health
48(1)
Safety
49(1)
Welfare
50(1)
Legal requirements of health and safety at work
51(3)
Your responsibility in the workplace
54(1)
Hazard analysis and the risk assessment process
55(2)
HACCP
57(1)
Security in the workplace
58(3)
Assessment of knowledge and understanding
61(1)
Lead a team to improve customer service
62(10)
Learning objectives
62(1)
Introduction
63(1)
The five core traits of a good leader
64(1)
Recruitment and selection of the right candidate to ensure good customer service
64(1)
Induction
65(1)
Enabling the team to work together
66(3)
Providing feedback to team members
69(1)
Summary
70(1)
Assessment of knowledge and understanding
70(2)
Supervise food production operations
72(16)
Learning objectives
72(2)
Introduction
74(1)
Food production methods
74(6)
Hygiene in food production: a basic guide for the supervisor
80(2)
A quality management approach to food production
82(2)
Measuring customer service levels
84(1)
Target setting for your team
85(2)
Assessment of knowledge and understanding
87(1)
Supervise functions
88(19)
Learning objectives
88(2)
Introduction
90(2)
Function types
92(1)
Function service staff roles and responsibilities
93(1)
The administration
94(11)
Assessment of knowledge and understanding
105(2)
Supervise food services
107(15)
Learning objectives
107(1)
Introduction
108(3)
The function of communication for food service supervisors and team leaders
111(2)
Improving productivity
113(1)
Maintenance and care of service equipment
114(4)
Providing an excellent food service
118(2)
Assessment of knowledge and understanding
120(2)
Supervise drink services
122(16)
Learning objectives
122(2)
Introduction
124(1)
Types of drinks service: a reminder
124(1)
Roles and responsibilities of people in the drink service areas
125(3)
Legislation affecting drinks service areas
128(1)
Equipment needed in the drinks service area
129(3)
Drinks service: profitability
132(1)
Drinks service: customer satisfaction
133(1)
Communication
133(3)
Assessment of knowledge and understanding
136(2)
Supervise housekeeping services
138(20)
Learning objectives
138(1)
Introduction
139(1)
Creating the service
140(3)
Head housekeeper/supervisory role
143(2)
Managing the housekeeping staff
145(1)
Staff training
146(3)
Supplies and equipment
149(2)
Controlling supplies and equipment
151(1)
Periodic cleaning and preventative maintenance
152(1)
Customer care
153(1)
Quality assurance
154(3)
Assessment of knowledge and understanding
157(1)
Supervise portering and concierge services
158(12)
Learning objectives
158(2)
Introduction
160(1)
The portering team
160(2)
The concierge
162(1)
The concierge and porters' responsibilities to the guests arriving and departing
163(3)
Luggage - handling, tagging, collecting and storage
166(3)
Assessment of knowledge and understanding
169(1)
Supervise reception services
170(18)
Learning objectives
170(1)
Introduction
171(1)
Receiving and assisting visitors
172(1)
Promoting business
172(1)
Communication
173(1)
Maintain a secure environment for customers, staff and visitors
174(1)
Dealing with customer bills and an audit trail
175(5)
Maintain customer records
180(1)
Dealing with reservations
181(3)
Dealing with the arrival of customers
184(1)
Prepare customer accounts and deal with departures
185(2)
Assessment of knowledge and understanding
187(1)
Supervise reservations and booking services
188(21)
Learning objectives
188(2)
Introduction
190(1)
Roles and responsibilities of those involved in the reservation and booking service
190(2)
Policies and procedures involved in the reservation and booking service
192(4)
Legislation
196(2)
Identifying the organisation's products, facilities and services
198(1)
Taking a reservation
199(6)
Commission
205(1)
Over-booking
206(1)
Assessment of knowledge and understanding
207(2)
Contribute to promoting hospitality services and products
209(16)
Learning objectives
209(2)
Introduction
211(1)
Resources
211(1)
Target market
212(1)
Sales mix
213(1)
Promotional activities
214(7)
Planning promotional activity
221(1)
Evaluate and measure effectiveness of promotional activities
222(1)
Assessment of knowledge and understanding
223(2)
Contribute to the development of menus and recipes
225(13)
Learning objectives
225(1)
Introduction
226(1)
Menu engineering
227(2)
Dish specification
229(1)
Seasonality
230(1)
Current trends
231(1)
The capabilities of the kitchen and front of house team
231(3)
Writing an informative and balanced menu
234(2)
Assessment of knowledge and understanding
236(2)
Supervise off-site food delivery services
238(11)
Learning objectives
238(1)
Introduction
239(1)
Off-site food delivery systems
240(1)
What records should i keep?
241(3)
What are contingency plans?
244(3)
Assessment of knowledge and understanding
247(2)
Supervise cellar and drink storage operations
249(13)
Learning objectives
249(1)
Introduction
250(1)
Cellar environment
251(1)
Maintaining a hygienic environment
251(2)
Receiving drink deliveries
253(1)
Controlling stock levels
254(1)
Preparing gas cylinders and kegs for use
255(3)
Storing and preparing cask-conditioned beer
258(3)
Assessment of knowledge and understanding
261(1)
Manage the receipt, storage and dispatch of goods
262(15)
Learning objectives
262(1)
Introduction
263(1)
Types of goods purchased
264(1)
How is profitability affected by the receipt, storage and dispatch of goods?
265(1)
Whose responsibility is it to manage all of this?
265(6)
Receiving of goods
271(1)
Storage of goods
271(3)
Dispatch of goods
274(1)
Computerised support applications
275(1)
Assessment of knowledge and understanding
275(2)
Supervise the wine store/cellar and dispense counter
277(15)
Learning objectives
277(2)
Introduction
279(1)
The wine cellar environment
279(1)
Maintaining a hygienic environment
280(2)
Receiving wine deliveries
282(1)
Storing and issuing the wine
283(2)
Maintaining the dispense counter
285(6)
Assessment of knowledge and understanding
291(1)
Supervise vending services
292(11)
Learning objectives
292(1)
Introduction
293(1)
Types of vending service to consider
294(1)
The cleaning of vending machines
295(2)
Supervising the vending operation
297(1)
Filling a vending machine
298(1)
The purchasing role of the supervisor
299(2)
The display of vending goods
301(1)
Assessment of knowledge and understanding
302(1)
Supervise linen services
303(8)
Learning objectives
303(1)
Introduction
304(1)
Bed linen
305(1)
Bath linen
305(1)
Linen services responsibilities
306(1)
Table linen
306(1)
Purchasing vs hiring of linen items
307(1)
Stock levels
308(1)
Environmental factors
308(1)
Quality
308(1)
Assessment of knowledge and understanding
309(2)
Monitor and solve customer service problems
311(16)
Learning objectives
311(2)
Introduction
313(1)
What is customer service?
313(2)
What is so important about customer service anyway?
315(4)
Group problem-solving
319(5)
And finally...
324(1)
Case study
325(1)
Assessment of knowledge and understanding
326(1)
Improve relationships with customers
327(15)
Learning objectives
327(2)
Introduction
329(1)
How do we communicate?
329(1)
The NLP model of behaviour
330(1)
Reading body language
331(1)
Eye accessing cues
332(1)
Matching and mirroring
332(1)
Representing information
333(1)
Perception
333(1)
Negotiating with customers
334(1)
Building bridges
335(1)
Costs and benefits to the customer and the organisation
336(1)
Taking the initiative
336(1)
Meeting customer expectations
337(1)
Service standards
338(1)
Exceeding customer expectations: the wow factor
338(1)
Gain help and support from others to exceed your customer's expectations
339(1)
Customer loyalty
340(1)
Assessment of knowledge and understanding
340(2)
Provide learning opportunities for colleagues
342(15)
Learning objectives
342(2)
Introduction
344(1)
How do we learn?
344(1)
The benefits of learning
345(1)
Training needs analysis
346(1)
Giving feedback
347(1)
The praise sandwich
347(1)
The training cycle
348(1)
Learning activities
349(3)
The development plan
352(1)
Smart objectives
353(1)
Evaluation
354(1)
The legislation
355(1)
Assessment of knowledge and understanding
355(2)
Supervise the use of technological equipment in hospitality services
357(17)
Learning objectives
357(1)
Introduction
358(1)
Information technology used in hospitality
359(3)
Storage devices
362(3)
Computer software classfications
365(8)
Assessment of knowledge and understanding
373(1)
Supervise practices for handling payments
374(12)
Learning objectives
374(2)
Introduction
376(1)
Daily responsibilities
377(1)
Taking orders resulting in payments
378(2)
Taking payments from guests
380(3)
The supervisor at the end of the shift
383(1)
Assessment of knowledge and understanding
384(2)
Contribute to the development of a wine list
386(14)
Learning objectives
386(2)
Introduction
388(4)
The anatomy of a wine list
392(2)
Matching wines to food
394(3)
Summary
397(1)
Assessment of knowledge and understanding
398(2)
Manage the environmental impact of your work
400(14)
Learning objectives
400(2)
Introduction
402(5)
The legislative impact
407(1)
The Climate Change bill of November 2008
408(2)
Implementing change
410(1)
Communicate the benefits of environmental change
411(1)
Assessment of knowledge and understanding
412(2)
Contribute to the selection of staff for activities
414(16)
Learning objectives
414(2)
Introduction
416(1)
Human resource planning
417(1)
Job analysis
418(1)
Job descriptions
418(1)
Person specifications
419(2)
Authority to recruit
421(1)
The legal requirements
421(1)
The labour market
422(1)
Job adverts
423(1)
Job applications
424(1)
Shortlisting
425(1)
Interviewing
426(1)
Assessment activities
427(2)
Making the offer
429(1)
Assessment of knowledge and understanding
429(1)
Ensure food safety practices are followed in the preparation and serving of food and drink
430(18)
Learning objectives
430(2)
Introduction
432(1)
Legal requirements of health and safety at work
432(1)
The food safety procedures
433(4)
Food safety controls
437(2)
Safe food storage
439(1)
Principles in good workplace design and layout
440(2)
Effective cleaning methods
442(2)
Storage methods
444(1)
Personal hygiene practices
444(2)
Assessment of knowledge and understanding
446(2)
Lead meetings
448(17)
Learning objectives
448(2)
Introduction
450(1)
Types of communication
450(3)
Communication and the organisational structure
453(1)
Your responsibility as the chairperson when leading meetings
454(5)
Techniques to gain and maintain attention and interest in a meeting
459(2)
Communication in meetings and behaviour that underpins effective performance
461(1)
Preparing for online meetings and video conferencing
462(1)
Assessment of knowledge and understanding
463(2)
Industry Profiles 465(8)
Glossary 473(6)
Index 479
Gary Hunter is Head of Culinary Arts at Westminster Kingsway College (CoVE). A qualified lecturer with 12 years' experience in teaching levels 1-4, he is also a leading Chef Patissier and Chocolatier, winning numerous gold medals. Terry Tinton is Course Coordinator for the Professional Chef Diploma at Westminster Kingsway College (CoVE). He has won many awards spanning a hugely successful career, which has so far included holding a senior position at the House of Commons and working extensively across Switzerland and Germany.