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Hospitality Studies
Study guide
Grade 12
CAPS aligned
Master Hospitality Studies Grade 12
F. Le Roux, S. Burger, D-L. Kempen, H.A. Saaiman, L. van Velden
Master Hospitality Studies Grade 12 Learner’s Book
No part of this publication may be reproduced in any way by any electronic or mechanical means, be it photocopying, recording or any other method of information storage, without written permission from the author.
First published 2013
Published by Master Books
E-mail: florette.masterbooks@yahoo.com
Typesetting and cover design by Leandri van der Elst (Leandri@unboxed.co.za)
Cover photo supplied by Nicolas van der Walt, FBI Chef’s School and Pastry Academy
The publishers have made every effort to trace the copyright holders. If they have inadvertently overlooked any, they will be pleased to make the necessary arrangements at the first opportunity.
Printed and bound by NUMASA
Acknowledgements
The authors would like to express their sincere gratitude to the following people:
• Nicolas van der Walt, FBI Chef’s School and Pastry Academy for input and photo’s
• Martha Kok for proofreading
• Macmillan (Esma du Plessis and David van der Merwe) for illustrations
• Peter Davidson for photographs
• Lee-Ann Ashcroft for the language editing
• Sherry Neville and Bernita Naude from Macmillan for their support
Soli Deo Gloria
Note to the learner
Dear learner
Welcome to the wonderful world of the Hospitality Industry! This is one of the industries in South Africa that is growing the fastest and offers a great variety of career possibilities. This book will firstly provide you with the necessary background information on possible careers - and entrepreneurial opportunities - and secondly will equip you with the necessary knowledge, skills, attitudes and values in preparation of a career.
All the relevant topics in the curriculum are addressed within the content of this book. The activities are intended to lead you on a path of knowledge gathering through research. It requires that you participate as part of a group in discussion and group activities. We trust that this book will inspire you with a lasting enthusiasm for Hospitality Studies! As you use it with dilligence and through hard work, you will eventually come te realise that all the skills you need for a successful career have been put into practice.
The authors
The Hospitality Industry’s contributi on to the South African economy 1
In this chapter you will learn to …
Demonstrate your knowledge and understanding of:
• The Hospitality Industry’s contribution to the South African economy
• Revenue generating areas within accommodation establishments
• Non-revenue generating areas within an accommodation establishment
Contributi on to the South African economy 1
• The Hospitality sector contributes approximately 9.1% to the gross domestic product (GDP) of the economy of South Africa.
• An increase in demand for products creates jobs for local people, not only in enterprises, but also secondarily in companies that supply products to the manufacturers, such as food outlets. Up to 2010, a total of 940 000 direct and indirect jobs were created by the Hospitality and Tourism sectors. The skills development programme of the government aims to increase their contribution to the economy to 12% by 2015 with a total of 712 000 direct jobs and 870 000 indirect jobs.
Important words
Gross domesti c product (GDP): The total value of goods and services manufactured and delivered in a country in one year
Direct job: A position in a hospitality, accommodation or tourism business, e.g. a hotel receptionist, room attendant or tour guide
Indirect job: A position that does not form part of the hospitality or tourism sectors, but provides essential products and services to the industry, e.g. manufacturers of linen for use in accommodation establishments, producers of food and furniture, etc.
• Economic growth is stimulated. Locals as well as people from outside the area will satisfy the demand created by marketing, and local income will increase.
• Income generated contributes to development and improvement of the country’s infrastructure.
• Funds are provided for preserving, maintenance and responsible utilisation of natural resources.
• Tourists bring valuable foreign currency into the country.
• The esteem and living standard of the community improves.
Classroom acti vity 1
Brainstorm all the different career opportunities in accommodation establishments.
Revenue generating areas within accommodation establishments 2
Revenue generating areas are areas that earn income for an establishment. In an accommodation establishment, these are all the areas where people pay for products and services.
2.1 Guest and function rooms
Guest rooms are occupied by guests overnight. Tariffs charged for accommodation may be per person per night or per room. Accommodation establishments aim for an occupancy rate as high as possible, as more rooms sold for the night means more income for the establishment.
Function areas are areas which are rented out for functions such as wedding receptions, birthday parties, celebrations or conferences, business meetings and exhibitions. Function rooms are rented out per hour or per day. Tariffs differ according to the size and type of function room. Extra fees are charged for amenities, meals and refreshments, or equipment such as projectors or sound systems.
Establishments often offer packages that include accommodation at special rates for delegates.
Important words
Delegate: A person representing a company at a meeting or conference Amenities: Products offered for the comfort of a guest or delegate, such as pens, writing pad and envelopes, bottled water, soap, sewing kits , etc.
2.2 Food
and beverage
Many accommodation establishments offer breakfast as part of the room rate. Restaurants, coffee bars, etc. may form part of the establishment or may be outsourced to be managed by private entities not connected to the accommodation establishment itself. Guests are also charged a higher than normal price to make use of room service, where food and beverages may be ordered and delivered to the guest’s room.
2.3 Bars
The majority of Hospitality establishments have a liquor licence that allows them to sell alcoholic beverages on their premises. The point of sale may be a bar or a pub where light meals can also be ordered. These bars or pubs are accessible so that members of the public can also make use of the facilities, not only booked in guests.
2.4 Laundry
A laundry service may be offered to guests, for washing, ironing or dry cleaning their clothing. Guests are charged per item and can expect a one-day service in most cases.
Non-revenue generating areas within accommodation establishments
Certain areas in accommodation establishments are necessary for the proper functioning of an establishment. Some of these areas don’t generate revenue or income as guests do not pay directly for these services. However, the execution of these functions costs money, and they are budgeted for and funded from the income of the establishment.
3.1 Front office
The front office is the heart of every accommodation establishment. It is the office where the guest makes contact with the establishment when he or she makes a booking, checks in or settles his or her account. Enquiries are also handled through the front office. Making a good first impression on the guest forms the basis of a guest having a satisfactory staying experience.
3.2 Marketing
Marketing includes all activities that are engaged in to ensure that prospective guests are aware of the accommodation establishment and the services offered. It is the duty of the marketing team to get potential guests to occupy the establishment.
3.3 Human resources
This department deals with recruiting the most appropriate staff to fill positions in the establishment, normally in compliance with the employment equity requirements of the government. This department will also handle any other staff-related matters as discussed in chapter 2 .
3.4 Finance/Accounting
The financial department controls all the financial processes in an accommodation establishment. A budget is drawn up, and income from guests is spent accordingly.
3.5 Laundry
Washing, ironing and dry cleaning of the establishment’s linen such as bed linen, table cloths, curtaining, etc. does not generate income, but is essential in the operation of the facility. Some establishments prefer to outsource this, making use of a service provider that takes care of the establishment’s own linen either on or off site. Some service providers also collect and exchange linen from their stock, so that the accommodation establishment doesn’t incur the financial lay-out of purchasing, maintaining and replacing their own linen.
Important words
On site: At the premises of the accommodation establishment
Off site: Away from the accommodation premises, on the premises of the service provider
3.6 Maintenance
Some accommodation establishments choose to have permanently employed maintenance staff. These staff members work shifts, as maintenance can be required at any time of the day or night, e.g. problems with television sets or plumbing. They also do routine maintenance such as renovating and gardening, or assist with heavy duty cleaning such as washing of curtains, carpets, etc. Some establishments, however, decide that it is cheaper to subcontract maintenance functions, and contact a contractor whenever services are needed. The disadvantage of this scenario is that the process may be delayed if the service provider is not available, which may result in an unhappy guest.
3.7 Security
Security is the measures put in place to protect people and assets. Security staff should be well equipped and trained to handle suspicious activities, theft, bomb threats and fires. Most establishments have replaced room keys with a card system for improved security. Lost and found items are handled according to the procedures of the establishment.
EXTRA ACTIVITIES
Knowledge and comprehension
1. Design a mind map of all the revenue generating and non-revenue generating areas in accommodation establishments. (10)
2. Find pictures of people working in accommodation establishments. Make a collage or paste them on the relevant positions on your mind map from task 1. (5) Extension
3. Your family lives in a region of South Africa that is crowded with holiday makers over the December school holiday. They complain that they wish tourists and holiday makers did not exist. Write a letter to your family in which you explain how important the Hospitality and Tourism industries to the economy of South Africa. (10)
