ADDITIONAL INFORMATION AND SUGGESTED ACTIVITIES LINKED TO: INDUSTRY ROLE MODEL CASE STUDY 2: A typical day for Katarina Burikova, Front of House Manager, The Cavendish, London Katarina’s list of duties and tasks contains some abbreviations and terminology which may be unfamiliar to students. Below is some brief additional information about some of the items Katarina refers to in her list. • C&B – Conference and Banqueting • DFOH/FOHM – Deputy Front of House Manager/Front of House Manager • DM – Duty Manager • HOTSOS - Hotel Service Optimization System • H/K – Housekeeping • Morse Watchman report – computerized system that includes key tracking and security • Opera Traces – Opera hotel property management systems allow setting up of automatic traces e.g. to ensure no accounts are forgotten or overlooked, help identify VIPs etc.
Suggested activities Level One and Two Example learning outcomes: • Become familiar with terminology used within the Hospitality industry • Identify job roles and job opportunities within Hospitality • Understand how different Hospitality teams and departments work together Teachers of students studying at levels one and two may need to simplify the list of FOH Manager’s duties and/or explain some of the abbreviations and terms used. Working in groups, learners carry out research to find out about the range of work and job opportunities within the Front of House department of a large hotel and within the Conference & Banqueting and Housekeeping Departments. Learners share and discuss their findings in their groups, keeping individual notes. End with a class session making sure all learners are aware of the full range of jobs and the work of these departments. 1. Which job attracts you the most and why? 2. Give three examples of situations where the Front of House, Conference & Banqueting and Housekeeping Departments will need to liaise with each other. Level Three Example learning outcomes: • Be able to provide customer service to meet the needs of customers in different hospitality situations • Develop knowledge and understanding of systems and procedures involved in reservations, registrations, guest accounting and data/guest statistics Level 3 students are likely to benefit from carrying out research individually or in pairs to find out more about the computerized systems used by FOH staff. Learners could write a report of their findings, present them to the class or take part in a class discussion. 1. What types of computerized systems are currently available to assist FOH staff? 2. How important are computerized systems to the smooth operation of the FOH and to the provision of high quality customer service in (a) a guest house (b) a small hotel (c) a medium sized independent hotel (d) a large chain hotel? Be ready to explain your answers. Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk To contact us directly email: education@springboarduk.org.uk