Qualities of Front Office Staff

Behavioral Skills Of FO Staff

 

  • Always smiling
  • Patient
  • Listening skills
  • Soft Spoken
  • Hardworking
  • Obedient
  • Proactive – able to anticipate the guest needs
  • Good relationship skills
  • Diplomatic
  • Resourceful

 

Others

 

 

  • Bathe daily
  • Use deodorants
  • Short hair for gentlemen- and ladies should tie their hair in a bun
  • Jewellery should be limited to a minimum
  • Clean shaven
  • Short nails
  • Well groomed look
  • Light make up
  • Smart and clean uniform
  • Changing socks everyday
  • Polished shoes
  • Hair should not be oiled – rather a non greasy grooming product should be used
  • No’ s on duty
  • No smoking on duty
  • No drinking alcohol on duty
  • No eating on duty

FRONT OFFICE BUDGETTING

What is a Budget? (Operative and capital)

A budget is a statement of intended expenditure for a given period.

Importance of Budgeting

  •  It sets out the parameters of how much expenditure is permitted for various items    of cost.
  • The efficiency of the department is reflected in the extent to which it stays within the budget.
  • It helps in focusing on priorities of expenditure.
  • Acts as an inbuilt control on activities.

 

Types Of Budget

Capital Budget

This budget makes provision for all items of capital expenditure. It takes into account all items, which are guaranteed to have a life span of a number of years. It is very important to keep records of purchases and repairs as a form of control. A decision may have to be taken at some stage as to whether it is more beneficial to have a piece of equipment repaired or to simply buy a new one.

 The types of items, which are provided for in the capital budget, are as follows:

  • Large equipment and machinery.
  • Fixtures and fittings.
  • Furniture and fitting in bedroom or public areas, e.g., beds, bedding, carpets, soft furnishing, pictures and lamps.
  • Linen and towels.
  • Uniforms.
  • Special projects (new conference rooms).
  • Miscellaneous. It is quite normal to have a certain amount of money allocated for such a heading in order to make provision for emergencies, problems that could not have been foreseen, alterations required by law etc.

 

Operative Budget

An operating budget makes provision for all those items, which are needed for day-to-day operation of the department.

  • Cleaning agents.
  • Small items of cleaning equipment such as rubber gloves, doorsteps, buckets, duster clothes.
  • Staff and guest supplies, e.g. soap, tissues, toilet paper.
  • Contract services.

It is very easy to make false economies in this particular area. A cheaper brand of cleaning agents will not necessarily have the quality of the more expensive pack, so it may be necessary to use much more of the cheaper brand, thus, increasing expenditure in the long run.

 

Selection Factors for Beef

Beef

 

Beef and veal are got form the bovine animals and they are classified by their ages.

Veal- flesh of calf (less then the age of three months) which lives on milk

Calves- the animal are form three to eight month old.

Beef- the meat is taken when the animal is above 8 months

Beef is the most popular of all the edible meat in the western countries. In Indian beef is not a very popular and buffaloes are slaughtered in a same place and sold as beef.

 

Selection of the beef-

  1. The meat should be hung to allow it to become tender. The color darkens after it has been hung.
  2. Lean meat should ne bright in red, with small flecks of  fat interspersed in the muscle (marbled)
  3. The fat should be firm and brittle in texture, creamy white in color and odorless.

 

Veal-

  1. The flash should be pale, pink, firm, not soft or flabby.
  2. Cut surface should be moist
  3. Bones in young animal are pinkish, white, porous, and with a very small amount of blood in their structure.

 

Beef

 

Beef and veal are got form the bovine animals and they are classified by their ages.

Veal- flesh of calf (less then the age of three months) which lives on milk

Calves- the animal are form three to eight month old.

Beef- the meat is taken when the animal is above 8 months

Beef is the most popular of all the edible meat in the western countries. In Indian beef is not a very popular and buffaloes are slaughtered in a same place and sold as beef.

 

Selection of the beef-

  1. The meat should be hung to allow it to become tender. The color darkens after it has been hung.
  2. Lean meat should ne bright in red, with small flecks of  fat interspersed in the muscle (marbled)
  3. The fat should be firm and brittle in texture, creamy white in color and odorless.

 

Veal-

  1. The flash should be pale, pink, firm, not soft or flabby.
  2. Cut surface should be moist
  3. Bones in young animal are pinkish, white, porous, and with a very small amount of blood in their structure.

 

SALADS- PARTS OF A SALAD

SALADS

Basic procedure for making salads:

1. Wash the greens thoroughly in several changes of water.
2. Drain the greens well. Poor draining will result in watered down dressing.
3. Crisp the greens. Place them in a colander in the refrigerator.
4. Cut or tear into bite size pieces.
5. Mix the greens well. Toss gently till uniformly mixed.
6. Plate the salads. Use cold plates please! Not those just out of the dishwasher.
7. Refrigerate.
8. Add dressing just before serving along with garnish. Dressed greens wilt rapidly.

Compound of Salad:

Are made up of four parts:

Base:

Normally on of the above greens. It gives definition to the placement of the salad on the plate. A green lettuce leaf is used as an under liner for the salad. Shredded greens can also be utilized and this will give height and dimension to the plate.

Body:

This is the main ingredient in the salad and will generally give the name to the salad. The body must be the main ingredient and will be placed on top of the base. The body could be made up of just on ingredient or in some cases, several.

Dressing:

It is used to enhance and add to the taste and flavor of the body. It makes the salad more palate pleasing. The dressing may be tossed with the body of the salad, or served as an accompaniment poured over the salad at the table.

            Garnish:

The ingredients used as a garnish can be a part of the salad or can either be a foreign ingredient used just to enhance the eye appeal of the plated salad. It can either be edible garnish or non edible garnish.

The Future of Creative Tourism

To be amazed during your travels is a good thing, but to learn to reproduce what amazes you yourself while on holiday is something else.

For example, instead of taking home a replica of an ancient vase as a souvenir from Crete, why not sign up for a pottery class or, take a samba course in Brazil before joining the dancers? Creative activities are an excellent way of blending into the local scene, discovering one’s many hidden talents and taking home memories of authentic experiences.

The origin of creative tourism

Even though it has basically always existed, the concept of “creative tourism” in its current concrete and organized form was launched in 2000. In a book entitled Creative Tourism, a Global Conversation published in 2009, Crispin Raymond provides the background to the concept which he co-originated.

In 2000, as he and his wife read the emails sent by their daughter as she journeyed across Southeast Asia and Australia on her way to New Zealand, they were struck by what she was choosing to do on her journey. In Chiang Mai, a large city in the North of Thailand, she enrolled in a week’s introduction to Thai massage; in Bali, Indonesia, she spent a day learning vegetarian cooking; in the Australian outback she took a course on how to be a “jillaroo” [Jackaroo for men], or the local equivalent of a cowboy! In short, his daughter was using every spare minute to learn. But was there a name for this sort of hyperactive tourism?

Several weeks later, on January 24th 2000, Crispin Raymond he attended a lecture on cultural tourism in Portugal and met Greg Richards, who was speaking about the subject. Greg Richards argued that cultural tourism needed to become more interactive and creative, and that tourists should be offered something more engaging and satisfying than visits to museums and historical sites. This was a moment of revelation for Crispin Raymond. “Creative Tourism” was the perfect name for what his daughter had been doing! After the conference he went up to Greg Richards and they started to collaborate on this new, very promising concept.

In November of the same year, they defined the concept as: “Tourism which offers visitors the opportunity to develop their creative potential through active participation in courses and learning experiences which are characteristic of the holiday destination where they are undertaken.”

Today there is an international network dedicated to creative tourism. The Creative Tourism Network, which was founded in 2010 in Barcelona by the foundation FUSIC, aims to promote the trend and popularize the cities and regions that have the potential to welcome visitors seeking new artistic and human experiences. The network comprises a wide variety of member destinations, ranging from national or regional capitals like Paris, Barcelona and Porto Alegre in Brazil, to the village of Biot in the heart of France’s Côte d’Azur, and from the Spanish region of Galicia, to entire countries like Guatemala, Thailand, etc.

In October 2013, at the 7th International Conference on Responsible Tourism, Creative Tourism Network received the award for the Best Responsible Tourism Initiative. Hats off to them!

An abundance of activities

 

Plenty of activities can be undertaken during a creative tourism trip. Most are specific to each destination as defined by the concept’s co-originators. For example, the glass-making initiation course offered in the French village of Biot. Tourists taking this five-day course spend 1 ½ hours a day learning about the different stages with a local master glass-maker and then make their own object.

Creative tourism_2In Guatemala, the “Maya Textile Route” consists of a nine-day circuit where cultural visits of cities and museums are combined with weaving and dyeing workshops during which visitors learn how to create their own fabrics in the traditional brightly colored threads of the land of eternal spring. In Thailand, following in Professor Crispin’s daughter’s footsteps, visitors can take boxing, umbrella painting and origami classes.

In Porto Alegre, capital of the State of Rio Grande do Sul in Southern Brazil, visitors with a musical ear can take part in workshops to learn about regional Brazilian rhythms, with introductions to samba as well as gaucho regional rhythms such as milonga, chamamé, chacarera, etc. What is more, at the end of the workshop, participants are given a CD so they can relive the performances and doubtless make their friends and loved ones want to enjoy the same experience once they are back home.

Activities are spreading practically everywhere including in the cities that are not members of the Creative Tourism Network. They range from one-hour workshops to several day courses. Some destinations offer more universal activities like painting and photography courses that are not necessarily related to local traditional art and craft. These activities nonetheless provide visitors with an opportunity to meet locals and share in an activity that everyone is passionate about.

Creative tourism’s virtuous circle

According to Greg Richards, tourists are increasingly keen to take part in this kind of experience which reflects their desire to express themselves and connect with others. In his opinion, holidays are no longer just devoted to rest, but are also given over to learning and personal development.

Creative tourism_4In fact, creative tourism is similar to another trend, the DIY or “Do It Yourself” trend which involves making or doing things oneself instead of buying them, for example jewelry or home improvements. The economic crisis has probably helped turn this spirit of resourcefulness, which has always existed, into something fashionable. Several specialized blogs have sprung up and it seems that the DIY phenomenon has stimulated a taste for knowledge and creativity in many people.

Creative tourism doesn’t only benefit the tourists. It also serves the interests of local communities. A good example is the case of Louvre-Lens (member of the Creative Tourism Network), in the Nord region of France. When the branch of the famous Louvre Museum was set up in this not so touristy region, in 2012, the inhabitants created artistic and creative workshops for visitors about their regional culture and history, enhancing a heritage they had not previously embraced as such.

Similarly, creative tourism is a way of attracting visitors all year round. This is a godsend for places like Ibiza, which is usually swamped by party-goers in the summer but empty the rest of the year. This new tourism is also helping change the Spanish island’s image, which is often just associated with its night clubs and not with its stunning natural beauty. Today, people can travel to Ibiza to make their own espadrilles, stay in an isolated artists’ residence with local artists or even improve their DJ skills !

This summer, some tourists will chose their destination because they want improve their skills by learning about the traditions and crafts of other people around the globe, for example dancing, singing, cooking, painting, street art, fashion… Others, who have got caught up in the game will join the Maker Movement. The Maker culture blends DIY with digital technology in a bid to control technologies and use them as a collaborative cultural tool. Examples include the many Fab Labs that have opened all over the world and which give the general public access to big machines, for example 3D printers, so that people can create personalized objects and share their inventions.

Since its first edition in 2006 in San Francisco, the Maker Faire is held regularly and brings together creative enthusiasts, crafters, hobbyists, etc. Save the date if you are a maker and want to join the movement !

Champagne Manufacturing Method

Champagne may be made from one or more of three grape varieties- Chardonnay, Pinot Noir and Pinot Meuniere. Wine made from these grape varieties are subjected to the so called Method champnoise, the complexities of which are explained below but essentially involve a second fermentation inside the bottle which they are sold.

Grapes – Only three grapes are permitted:-

                  Pinot Noir (Black) – 37%

            Pinot Meuniere (Black) – 37%

            Chardonnay (White) – 26%

 Notes:- Most blends are two parts of Black to on e part of white but sometimes Champagne is made entirely from black grapes and labeled as Blanc de Noir.

    When it is made from Chardonnay only then sold as Blanc de Blanc.

(i)        The Harvest: – Due to its northerly situation the harvest takes place around mid- October. The harvesting is still done by hand in Champagne but once the traditional sorting into shallow trays called “osiers” is rarely carried out today. The sorting of grapes is done as a legal requirement due to rot being the regular problem.

(ii)      Pressing:- During pressing , desteming is not done because their stem material causes network of canals through which juices rapidly drains. The modern horizontal presses, both hydraulic and pneumatic presses are used. But trails have recently proved the best press is still the tradition Pressoir Coquard and modern computer controlled versions are used. The first pressing is called “Cuvee”, second pressing “taille”.

(iii)    First fermentation: – It results in dry, still wine very acidic in taste. It must be neutral in character for the subtle influence of 2nd fermentation to work their effect on the flavour.

In case Champagne Malolactic fermentation is carried out ( Converts hard Malic acid into soft lactic acid) stainless steel vats are used for fermentation nowadays (traditionally it was carried out in wooden casks/vats).

(iv)    Assemblage/Blending:- It is a matter of blending the characteristics of two or more of three available grape varieties.

(v)      Racking:- After the fermentation is complete, the wine is placed in casks, barrels or tanks. The lees particles settle in the casks. From time to time the wine is racked or transferred to new casks or tanks, leaving the lees behind so that the racked wine can settle further. This can be done several times until it is clear and lees to be removed, some wines need to be filtered.

(vi)    The second fermentation:- It is actually the essence of Methode’ Champnoise and is the only way to produce fully sparkling wine.

After the blended wine has undergone its final racking, liqueur de tirage or bottling liquor is added.

(Liquor de tirage – Still wine+ Sugar+ Selected yeast & Clarifying agent).

The amount of sugar added depends on the degree of effervescence required and the amount of sugar presence in the wine. The wines are bottled and capped with a temporary closure (which is used to be cork secured with metal clip known as Agrafe’). But a crown cap used nowadays takes place between 10 days to three months.

(vii)           Remauge:-  After the desired second fermentation completion, the bottles are transferred to “pupitres” to undergo remauge (pair of heavy ,hinged, rectangular boards, each containing 60 holes which have been cut at an angle to enable the bottle to be held by necks in any position in 90* between horizontal and vertical (neck pointing downwards).

It is method of riddling the bottles to loosen sediment and falls in several sticky layers down to bottle surface. By hand it takes about eight weeks. But nowadays many companies use computerized 504 bottle pallets that perform the task in just eight days.

Sur-latte – Stage in “Pupitre” where bottle is placed horizontally in the Pupitre. Each time remveur swiftly rotates the bottle backward and forward to dislodge the sediment without disturbing it. It tilts the bottle to encourage it to slide down towards the neck until it rests just above crown cap.

(viii)         Ageing the wine:- After remauge the wine undergoes  a period f ageing “ Sur Point” ( a full inverted position) before sediment is removed.

Minimum for non-vintage– 15 months or 18-30 months.

For Vintage – 3 Years after harvest.

(ix)                  Digorgement – Removal of sediment from wine. It includes the immersion of bottle neck into freezing brine. The sediments make pallet of ice. When crown cap is removed the pallet comes out due to internal pressure of the bottle. A little is lost in this process.

Now, liqueur d’expedition is added to fill the bottle.

     Corking:- Now the corking is done; the cylindrical cork is inserted halfway, after which the metal cap is placed over with a pulverizing blow that gives the cork its special mushroom like shape. Now a wire muzzle is then then used to secure the cork to the bottle. It is always worth giving any good Champagne a year or two of extra ageing.

Champagne houses:-

Most Champagne is made and sold by Champagne houses.

The biggest and most famous hoses are known as Grande Marques (Big brands).

Brands:-

G.H. Mumm

Bollinger

Heidsiek and co. Monopole

Charles heidsiek

Krug

Laurent Perrier

Moet et Chandon

Perrier Joet

Pol Roger

Joseph Perrier

Tattinger

Mercier

NotePressure inside the Champagne bottle is 6Kg/ cm2.

CIVC(Comite’ interprofessional du vin de Champagne)- It is governing body responsible for ensuring that traditionally high production standards are maintained. Also deal with the general marketing and promotion of the wine including production of the name Champagne.

The Procedure of Serving Red Wine

  1. Ordering of wine – The wine waiter should present the wine list to the host, so that he can order for the wine. When the order has been taken the wine waiter should write a celler cheque or wine cheque or BOT in triplicate. The top copy of cheque is sent to the celler or the dispense bar in order to obtain the bottle, with the help of duplicate copy of the waiter serves the wine and also prepares the bill by presenting it to cashier. The third copy is retained in the book itself for the future reference.
  2. Placing the wine glass – Wine glass is placed just near the water goblet depending upon the policy of the establishment, whether to place the glass at the top or below, the water goblet. Place the wine glass in which red wine is to be served. The glass in which red wine is served should be at room temperature and not chilled. Generally red wine glass wine is kept below the white wine glass.
  3. Taking wine to the table – The wine bottle is brought to the table in a wine cradle or basket or in a bare hand.
  4. Presenting the wine bottle – The wine waiter should present the wine bottle to the host from right at a suitable angle, showing the label. The wine waiter should also mention the name of the wine and vintage wine.
  5. Opening wine bottle – Due to the crust in old bottle certain varieties of wine have to be decanted before they are served. It is a very delicate process and need a very steady hand. The proper method suggest, standing of bottle at least 24 hours before decanting.
  6. Serving of the wine – The wine waiter should pour a little sip into the host’s glass for tasting and approval. The host should acknowledge that the wine is in good condition and suitable to be consumed.
  7. Sequence of service – When the host has approved the wine, change his glass with a fresh one and proceed to serve the other guests from the right hand side, ladies first and then the gentlemen, lastly the host.

Quantity to serve – Fill each glass half its volume. This gives the guest an opportunity to swirl the glass and wine bouquet can be easily felt by doing so.

Estufa System- Madeira

It was noticed in sixteenth-century century that casks of Madeira when used as Ballast (heavy subs. carried by ship) on ships going to and from the east indies has improved considerably in flavour on their return. It seems that crossing the equator twice, on the long sea journey going in and out the tropics, imparted an attractive “cooked “ flavour to the wine.

When this practice was no longer commercially viable, a simulated version, known as Estufagen, was introduced in 1800.

An Estufa is a heated chamber/ room. It contains tanks which have a capacity of 40,000 litres (8800 gallon) when filled with wine, the tanks are slowly heated, (never increasing by more than 5* per day). As temperature increases, the wine is baked, over a month, up to a temperature of 45 – 50*C (113 – 122*F). It is held at this heat for a minimum of three months.

Some shipper’s gauge their maximums temperature lower and keep the wine in longer – up to sixteen months – as they feel lower and slower gives better results. Another month is then taken to turn the heat down in the same slow, gradual manner. As thermometer, with a government’s seal, is attached to each Estufa. If Estufa is heated beyond a certainty permitted temperature-dependent the seal will break and the wine cannot be sold as Madeira.

The wine is given a light fortification before going into the Estufa and more substantial one when it comes out.

Madeira is eventually bottled as an alcoholic strength of 21% before that it will be matured and blended through Solera system and rested before sale

Patent Still Method

This is the most modern way of producing spirit for use in chemical plants and laboratories, as well as for perfumes, petroleum products and alcohol for social drinking.

            The Patent still was invented by Aneas coffey, an Irish custom and excise officer in Dublin in 1830.

v  The apparatus has two large columns Analyser and Rectifier more than 15 metres tall.

v  The analyser and rectifier are divided into a several chambers in each of which is lifted a perforated copper plate and a drip pipe discharging to chamber below.

v   Steam is blown into the bottom of analyser, passes up through it, and is drawn off from top and passed to the bottom of rectifier.

v  Finally to discharge from top.

The wash is brought into the top of the rectifier in a pipe when it passes into the bottom of rectifier column gets heated to approaching boiling pointed before being let into top of the analyzer.

v  Hence it meets rising steam which prevents it from passing through the perforations of top most chambers until it has risen to the top of drip pipe which is about an inch above the plate thus it falls in stages from chamber to chamber, giving of its volatile portions to rising steam.

v  In this manner steam leaving the analyser carries alcohol and other volatile compounds to the bottom of rectifier and further upwards from chamber to chamber.

v  Where vapours are cooled by the wash which descends in the pipe.

v  At a certain position the temperature is reached at which Ethyl alcohol is condensed and here chamber has un perforated floor known as “Spirit plate”.

v  The spirit so obtained is rectified.

v  It can produce 10,000 gallon spirit per hour.

v  Spirit produced by this method is Grain whisky, light Rums, Vodka, Gin etc.

Characteristics of Patent still/ Coffey still –

This is a more recent and modern method of producing Spirits. This equipment is based on the original design patented more than 100 years ago by Annes Coffey.

(i)     Here only one distillation is needed to produce an acceptable and marketable produced.

(ii)   A much stronger Spirit is produced than Pot still.

(iii) A very pure Spirit is obtained from one distillation as virtually all impurities have been extracted.

 

Italian Wine Law

In 1960’s the Italian government passed stricter wine laws known as –

Denominazione di Origine Controllata (Denomination of controlled origin).

                    i.                        DOCG ( Denominazione di origine controllata e Grantia) – Controlled & guaranteed denomination –

v  For outstanding best wines.

v  Guaranteed by a committee of experts.

v  Italy’ most prestigious wines –

Albana di Romagna

Barberesco

Barolo

Brunello di Montalcino

Chianti

Vino nobile di Montepulciano.

                              ii.                        DOC (Denominazione di origine controllata) – Controlled denomination –

v  Superior quality wines.

v  It also allows a wine made from grapes grown in a special zone within that region to be labled “Classico” for many regions.

e.g – Chianti Classico.

(iii) Vino Topico (Typical wine) –

v  A type of wine equivalent to Vin de table in France.

v  These wines are made from an established grape variety.

(i)     Vino da Tavola (Table wines) –

v  Those wines which are excluded from the other categories for quality regions.

v  An unapproved grape variety is used in their manufacture.

Italian wines brand names –

v  Barberesco ( superior quality, less robust, great Red wines)

v  Barolo ( one of the great Red wine)

v  Chianti

v  Vino nobile di Montepulciano (DOCG Red)

v  Gattinara (well known wine made from Nebbiolo grapes)

v  Albana di Romagna

v  Est! Est ! Est!

v  Asti Spumante (Sweet sparkling white wine)