Week 2 (Hospitality and Tourism)
This lesson provides us with insights into the hospitality industry, including its scope, distinctive characteristics followed by their implications, as well as the benefits and impacts of tourism.
Apart from product quality, customer and guest impressions are critical in a way they determine whether a company can survive in this competitive business world or not. Hence, it is of great importance that companies have to put strong focus on customers and guests. The Disney Service Model is an excellent example. Value the magic of hospitality, initiate guest contact, talk with a warm smile and eye contact can give guests impressions that they are welcome and respected being here. Probability of guests paying a second visit increased as a result.
Week 3 (Hotel Business)
The teaching materials of the franchising section gives us much more in-depth information, including respective benefits and drawbacks to franchisees and franchisors. The in-class exercise also allows us study the roles involved in the franchising business.
Through analyzing different types and locations of hotels in the later part in this lecture, we got to know how the offering of service varies, and have a better preparation for those who are interested in working in the hospitality field in the future. Another concept – vacation ownership, which is the fastest growing segment of travel industry, is also being discussed in class. With the change in people’s travelling habits and globalization, understanding this concept is crucial for companies to achieve profit maximization.
Week 4 (Room division operation)
To be the best hotel, it is no longer just about the fine decoration of rooms and the fine taste of breakfast. It is increasingly important to have smart employees in both the front office and the back office. Front office employees not only need to fully understand all hotel and available room information, but also essential to sell or up-sell rooms to customers, understanding what customers want even they cannot describe it or even introduce corresponding services to cater with what they need. For back office employees, they have to be well-trained for maintaining or improving what they are offering base on what customers wish to have. This requires lots of personal judgement. Thus we can see how front and back closely interrelated to each other.
Even the world is beginning to increase the use of technology, which increase the number of online reservation and online payment, it still need smart employees to make customers feel that everything or every suggestions are tailor-made for them in order to create emotional bond to boost sales. This is something that cannot never be replaced by technology.
Week 6 (F&B operation)
Knowing more about the job roles and responsibilities of different people in the food and beverage department was quite interesting, because often we know it is a big department, however never really sure what the positions consist of. It was also eye-opening in the sense of learning more on the position names, especially for chefs and room servicing positions.
What I loved and remembered most from the class would be the video on the bar maintenance. We needed to do a pair activity, however no idea could beat what was shown on that video. It was absolutely incredible. It seemed like a live robot operating and taking control of every single item and placements in the bar.
Overall, the lesson was quite good, but sometimes may be packed as there are quite a number of job duties to know.
Week 7 (Restaurant Business)
This class made me confirm my thoughts of some servers are also salespeople, as they too try to sell different products to the customers during their moments of truth. Also that a lot of technology is used nowadays to keep the efficiency of the service, such as the POS system and even the printing of receipts in the kitchen, for the chefs to immediately follow-up upon.
More on the Kitchen and it’s management was also discussed, regarding the importance of the first-in -first-out system, as well as food production volumes and layouts. I believe the hardest part would really be the prediction of the items that would sell most and the quantity of what should be ordered, which is why the food cost control procedures are quite long and require much consideration and planning before the final implementation.
Week 8 (Restaurant operation)
Both front of the house and back of the house have significant contribution towards the success of a restaurant. It requires careful and detail planning from the forecast, budgeting to the food production in order to create a positive impression and experience for the guest. For example, using the system to effectively communicate with the kitchen to maintain accuracy; standardize the recipe to ensure consistency of food quality as well as monitor and control the cost in an efficient way as the ingredients and human power involved would be the same.
It is also important to understand the preference of the frequent customers to identify their consumption pattern and cater their needs accordingly, and as a result retain the customers’ loyalty. The restaurant can do more to enhance customers’ satisfaction by providing extra service such as delivery service, limited time offer and queuing system to improve the overall operation.
Week 9 (Managed Service)
It is good to know there are some difference between managed service and commercial one. Also, there are different roles to managed service provider, i.e. guest and client.
Moreover, we have seen more about different F&B operation in the airport, airlines, schools, health care and military. Definitely, we seldom learn these things in other courses so it is very good to know more about the challenges of F&B operation in different industries. In the wiki assignment, we could learn more about the trends and challenges in different sectors and we could see technology really influences the different industries a lot.
For the in-class exercise, we could discuss together and know more about the challenges of in-flight food service operations. Having more discussion could make us to think more and it was a kind of revision.
Week 10 (Gaming Entertainment)
In this lecture, we have learnt something related to gaming entertainment. We have learnt the difference between gaming entertainment and gambling. Gambling should be embedded into gaming entertainment. We have learnt different terminology related to gaming industry, such as bets, handle, win, beat the house, which enrich our understanding on gaming industry.
It has inspired us operating a casino is not that kind of easy. Its success is attributed by the good use of servicescape, dead chips and other marketing activities in order to persuade guests to spend more. Casino has its unique operational strategy in order to stand out from the crowd. It should start with the basic casino layout, followed by the floor configuration and end with the organizing some automated events. The above strategies cannot be learnt from elsewhere. As Hong Kong plans to construct a casino in Lantau Island, it may be a golden opportunity for those who have basic background on gambling industry like us. If one of them become a casino operation manager in one day, we would try our best to integrate some theories into practice.
Week 11 (Recreation Theme Parks and Clubs)
After the lecture, we have known more about recreation, especially the theme parks and clubs. Recreation can be classified into three types, including Government-Sponsored Recreation, Commercial Recreation, and Noncommercial Recreation. Through the explanation in the notes, we can understand what activities are counted as recreation.
During the lecture, a short video related to theme park is played. This video let us know more about the most popular theme parks around the world and their attractions. This can provide us an idea on the key successful elements of a theme park. Understanding the successful elements of theme parks is important as theme park is a favorite tourist activity and the information is useful for us if we are going to work in hospitality or tourism industry.
Also, we know more recent trends in recreation and leisure after the lecture. These trends let us know more about the preferences of the citizens and tourists and so it can help us to figure out more business opportunities and identify more potential markets.