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Hotel knowledge

What does a hotel (restaurant) mean?

It is to provide guests with a place to stay and eat. Specifically, a hotel uses its building as a certificate to provide services to guests by selling guest rooms, catering and comprehensive service facilities, making it possible for tourists to stay. It is an organization that obtains economic benefits by providing housing facilities, food, beverages and services to guests.

What are the criteria for classifying hotel sizes?

Hotel scale is generally divided into three categories: large, medium and small based on the number of guest rooms and beds in the hotel. With the frequent international exchanges, the development of travel and tourism, and the development of the aviation industry, the hotel industry is developing rapidly. At present, the internationally accepted classification standards are:

Those with less than 300 guest rooms are collectively called "small hotels".

Those with 300 to 600 guest rooms are called "medium-sized hotels".

Those with more than 600 guest rooms are called "large hotels".

What is the classification standard for hotels (restaurants)?

In order to promote the development of tourism, protect the interests of tourists, and facilitate comparisons between hotels, some international regulations have been made on the levels of hotels. Since the 1950s and 1960s, relatively unified grade standards have gradually been formed based on the hotel's construction equipment, hotel scale, service quality, and management level. Generally speaking, there are five levels of tourist hotels, namely one-star, two-star, three-star, four-star, and five-star (or four-star luxury) hotels.

One-star hotel. The equipment is simple and has the two most basic functions of food and accommodation. It can meet the simplest travel needs of guests and provide basic services. It belongs to the economic level and meets the needs of tourists with poor financial ability.

Two-star hotel. The facilities are average. In addition to basic facilities such as guest rooms and restaurants, there are also comprehensive service facilities such as sales department, post and telecommunications, and hairdressing. The service quality is good and belongs to the general travel level, meeting the needs of middle- and lower-class tourists. Take the two-star Agathe Hotel in Bordeaux, France, as an example. The hotel has 148 rooms in a seven-story building. Each room has two beds and an area of ??13.5 square meters (including a 2.5-square-meter bathroom with a flush toilet, bathtub and Shower head), the room has hot and cold air equipment, carpets, and telephones. The furniture is relatively simple, the charges are low, and it is economical.

Samsung Hotel. It is fully equipped, not only providing food and accommodation, but also comprehensive service facilities such as conference rooms, entertainment halls, bars, coffee shops, and beauty salons. Each room is about 20 square meters in size, fully furnished, equipped with refrigerator, color TV, etc. The service quality is better and the charging standards are higher. It can meet the needs of middle-class and above tourists. At present, this kind of mid-level hotel is the most popular in the world and has a large number.

Four-star hotel. It has luxurious equipment, complete comprehensive service facilities, many service items, excellent service quality, pays attention to indoor environment art, and provides high-quality services. Guests can not only get high-end material enjoyment, but also good spiritual enjoyment. This kind of hotel is usually called a first-class hotel in the world, and the charges are generally very high. It mainly meets the needs of upper-class tourists with higher economic status and government-sponsored travelers.

Five-star (or four-star luxury) hotel. This is the highest level of tourist hotel. The equipment is very luxurious and the facilities are more complete. In addition to the luxurious room facilities, the service facilities are complete. A variety of restaurants, larger banquet halls, conference halls, and comprehensive services are relatively complete. It is a center for social activities, conferences, entertainment, shopping, recreation, health care and other activities. The environment is beautiful and the service quality is very high. It is a friendly and pleasant small society. The fees are very high. Mainly to meet the needs of the upper bourgeoisie, government officials, celebrities, managers of large enterprises, engineering and technical personnel, officials attending international conferences, experts, and scholars.

What does hotel service work mean?

Simply put, hotel service is the most important product sold by a hotel. The hotel's products are comprehensive products characterized by meeting the multi-level consumption needs of guests and providing guests with a variety of tangible products and services. The products of hotels are different from those of other material production sectors. The products sold by the material production department are mainly material products, while the hotel provides a variety of products and services to guests based on hotel facilities.

The reception service process refers to the labor process in which room attendants use various materials and equipment in the guest room to provide services to guests. The consumption process refers to the guest's accommodation process, which is consistent with the reception service process in time and space. After the product is produced, it cannot be exchanged and cannot be regarded as a commodity. Therefore, the only commodity produced by the hotel is service.

What is the definition of guest room?

Guest rooms are the main facilities where hotels and restaurants provide accommodation and rest for guests. They are also the "home" for tourists during their journey and are the main part of hotels and restaurants.

What types of guest rooms are there? ,

Guest rooms generally include single rooms and suites.

A single room generally consists of a room with an area of ??16~20m2, with a bathroom and other ancillary equipment.

A room with a single bed is called a single room. This type of room is suitable for single occupancy on business trips.

A room with two single beds or a double bed is called a double room. This type of room is suitable for two guests and couples, and is suitable for travel groups.

A suite is composed of two or more rooms (with bathrooms and other ancillary facilities).

Double suite: usually two connected rooms. One is the reception room and the other is the bedroom. The bedroom has two single beds or a double bed. This kind of room is suitable for couples or tourist groups.

Combination suite: This is a room specially designed according to needs, and each room has a bathroom. Some are composed of two rooms with opposite doors; some are composed of two adjacent rooms with a door and a lock in the middle; and some are composed of three adjacent rooms, each with a bathroom.

Multiple suites: composed of three to five or more rooms, including two bedrooms, each with a bathroom, a living room, a dining room, an office and a kitchen, etc. The bedroom is equipped with a king-size double bed.

Superior suite: a suite consisting of seven to eight rooms with a small bar in the corridor. The two bedrooms are separated, the men's and women's bathrooms are separated, and there are living rooms, study rooms, conference rooms, attendant rooms, guard rooms, dining and kitchen facilities, and some also have indoor gardens.

Three-dimensional suite: It consists of two floors, upstairs and downstairs. The upstairs is the bedroom, which is smaller in size and equipped with two single beds or one double bed. There is a bathroom and a reception room downstairs. There is a movable sofa in the room that can be pulled out as a bed.

What is the status and role of the front desk in the hotel?

The status and role played by the general service desk in the overall service work of the hotel is crucial. It is not only the hotel's general channel for internal and external communication, but also a hub. It is the command center of the hotel's reception service work. Various departments within the hotel, such as the catering department, entertainment center, supply department, etc., must rely on the general service desk for coordination to do a good job. Service work. In terms of external liaison, organize customers and find ways to serve guests enthusiastically and thoughtfully, so that guests feel satisfied and leave a deep first impression, absorb more guests for the hotel, and increase social and economic benefits. The work of the general service desk is so important. Service personnel are particularly required to be proficient in business and act quickly and accurately.

What are the general types of guest documents?

Guest documents generally include the following types. That is, work permit; letter of introduction from the employer; resident ID card; military pass; exit visa (passport); return permit for Hong Kong and Macao compatriots.

Why does guest accommodation need to be registered?

The purpose of guest accommodation registration is to ensure the security and safety of the hotel and to provide targeted services to the hotel. Through guest registration, understand the guest's physical situation and provide targeted services. For example, knowing the birthday of a guest and congratulating the guest who has a birthday while staying in the hotel can leave an unforgettable impression on the guest and also improve the reputation of the hotel.

What are the quality standards for hotel services?

Customer satisfaction with a hotel is a measure of the quality of hotel services.

Customer satisfaction (i.e., favorable impression) of a hotel can be summarized as: it can meet the guests' basic living needs in travel.

The front desk, guest rooms, restaurants and other departments are in good operating condition and maintain high hygiene standards at all times. The hotel's interior and exterior decorations are beautiful, coordinated, practical and attractive, and the hotel's daily necessities are complete and The attentive service, comfortable accommodation and delicious food make guests feel comfortable when staying in the hotel.

Hotels should have complete fire prevention, anti-theft and other safety facilities.

Service staff should introduce the usage and instructions of safety facilities to guests in a timely manner. Service staff should also frequently check health and safety facilities to prevent and reduce the possibility of any accidents to guests as much as possible. Make guests feel at ease and assured when staying in the hotel, thus creating a sense of security.

Hotel staff should maintain a friendly attitude towards guests under any circumstances and be enthusiastic, polite and considerate; they should work carefully and meticulously, pay attention to efficiency, care about guests at all times, and think about guests in everything. Make the guests feel cordial and happy, and make the guests feel like they are at home when they stay in the hotel, thus creating a sense of being at home.

In short, because the hotel provides a variety of services to the guests, the guests' spiritual and material needs are met, resulting in a sense of comfort, security and a sense of home, which is the main indicator of the hotel's service quality.

What is the function of curtains in hotel rooms?

The main functions of curtains are to mediate light, protect against cold and light, improve sight lines, and have a certain degree of sound insulation and decorative beautification. Hotels are generally equipped with two curtains, the inner layer is equipped with thinner curtains, and the outer layer is equipped with opaque, thicker curtains.

What is the role of the restaurant in the hotel?

The restaurant is an important part of the hotel. It undertakes various tasks such as banquets, cocktail parties, buffets, tea parties, a la carte, catered meals, bars, etc. It not only serves accommodation guests, but also non-accommodation guests.

Providing good restaurant service not only reflects the management level and service quality of an enterprise, but also has a great relationship with the reputation of the enterprise and the success or failure of the operation.

What are the responsibilities of the foreman?

The responsibilities of the foreman are: mainly responsible for taking care of the dining service of a restaurant; assisting the front desk in welcoming guests to their seats; handing over menus to guests to order and choose drinks; introducing the restaurant’s dishes and new varieties to guests; assisting Waiters serve food; pay bills for dining guests; ensure the service quality, hygiene and cleanliness of the restaurant in charge, and the arrangement of items should be neat and beautiful.

What is a banquet?

A banquet is a form of banquet where guests are invited to have a feast together. It has a certain scale and format, strong purpose, high time requirements, and its service form also has its own unique requirements.

What is a state banquet?

The state banquet is the most solemn form of banquet. It is held by the head of state or government to entertain the invited head of state or government, accompanied by other leaders of the country, and invites diplomatic missions abroad and relevant persons to participate.

What is Western food? What are the characteristics of Western food?

The term Western food is determined by its specific geographical location. "西" means the west. Generally refers to Western European countries. "Meal" refers to dietary dishes. What we usually call Western food not only includes the food and dishes of Western European countries, but also includes the food of Eastern European countries, as well as the food of the Americas, Oceania, the Middle East, Central Asia, the South Asian subcontinent, and Africa. Western food generally uses knives and forks as cutlery and bread as the staple food, and the table is mostly in the shape of a long table.

The main characteristics of Western food are outstanding main ingredients, beautiful appearance, delicious taste, rich nutrition, and convenient supply.

What are the requirements for serving Western food?

Arrange the snacks (cold dishes) 15 minutes before the start of the meal, and place knives or spoons according to different dishes, forks for hard lumps and slices, and spoons for soft dishes, soups, and sauces. When the guest puts the snack knife and fork together, it means that they have finished eating. At this time, they can remove it together with the eating plate.

Soup: There are generally two ways to serve soup: one is to put the soup in a soup plate with a place under it and give it to each guest; the other is to put the soup plate (with a place on it) The soup base) is placed in front of the guests, and the waiter carries the soup to each guest to ask for it, and the guests can help themselves as appropriate. When the guest puts the spoon upright, it means he has finished eating and the tableware can be removed.

Hot dishes: There are two ways to serve hot dishes: one is to place a long plate on the dining table and let the guests take it; the other is to have the waiter carry the long plate to each guest to give the dish. .

Let the dishes (separate dishes) be carried out in order of priority and order.

Desserts: Desserts are served when the last hot dish is finished. At this time, except for dessert forks, fruit knives, and tea spoons, all other tableware must be removed.

Fruit: After eating the snacks, remove all tableware and dishes before serving fruits.

Black tea and coffee: Generally, the milk and sugar bowl are placed in the middle first and then the coffee or black tea is served.

What are the ways of serving Western food?

There are three popular ways of Western food service in the world: American service, French service and international service.

What is a tea party?

Tea parties are mostly held to invite celebrities and celebrities to talk and talk. Usually starting from 4 to 6 pm, it is elegant, chic and relaxed, mainly focusing on tea and snacks. Guests can come and go as they please, and can do so in the living room or restaurant.

What are the functions of wine?

Wine is made from sugary raw materials through fermentation. It is a habitual consumer product for people. Drinking it in moderation can stimulate the spirit, relax muscles and activate blood circulation, dispel temperature and cold, and eliminate fatigue. Beer, rice wine, fruit wine, etc. also have certain nutrients, which can increase appetite, help digestion, and promote physical health. In the modern tourism service industry, various receptions and banquets are often held, and guests can't live without wine. As a hotel waiter, you must be familiar with some wine knowledge to better serve guests.

How is rice wine made? What are its characteristics?

Yellow rice wine is a unique traditional drinking wine in my country. It is named after its bright yellow color. It is made from glutinous rice, rice or millet, and is fermented and pressed with liquor medicine and bran koji. It is a low-alcohol fermented liquor with a mellow nature and is suitable for long-term storage. It has the characteristics of "the older it gets, the more fragrant it becomes". In addition, it also has certain nutritional value. In addition to being used for people to drink, it is also an auxiliary material or "medicine primer" for preparing pills in traditional Chinese medicine, and a seasoning for food cooking (it can remove the fishy smell and enhance the flavor of meaty dishes such as fish and meat).

What is a bar?

A bar is a place where a hotel provides guests with drinks, entertainment, and rest. Bars usually serve alcoholic drinks, especially cocktails, but some also serve non-alcoholic drinks, as well as some snacks to accompany the drinks.

What are the common types of bars?

There are two common types of bars:

Standing Bar: A service station that serves alcoholic beverages. Guests come to the bar, drink a glass of beer or wine, and then leave. Some have bar chairs and bar stools in front of the bar for people to take a break and drink. The characteristic of this kind of bar is that the guests have a clear view of the bar and can see with their own eyes how the waiter prepares the wine. It requires first-class service and high standards of hygiene. It also requires waiters (bartenders) to have personal appearance, hygiene and organized work.

Front bar: The front bar has a more elegant and comfortable entertainment atmosphere than the standing bar. There are tables and chairs in the wine hall, as well as elegant seats. The location of the wine hall must be appropriately chosen. It is best to place it in a place where guests can easily see it when entering and exiting the hall. The lighting in the hall should be soft, the colors elegant, and accompanied by music (usually a small band of three to several people can be organized on weekends or festivals, and tickets will be charged). It is best to place a few train seats to facilitate mutual conversation, and place a number of small square tables in the hall. The layout of the hall should be unique.

Introduction to brandy

1. Brandy is fermented from grapes. A spirit made by distilling it more than twice. The brandy is a colorless liquid and is stored in oak barrels for more than three years before being bottled and sold.

2. The distinction between brandy

a. Cognac method: ferment the grapes and then distill them twice. The first distillation is to distill the fermented grape liquid together with the pomace. The resulting liquid pomace content is as low as 1%. The subsequent second distillation of the crude liquid removes the initial distillation and post-distillation, leaving only the middle distillation part with an alcohol content of 70-75%. (The initial distillation and post-distillation can be used to mix the grape stock liquid in the next brewing)

b. Armagnac method (armagnac): continuously supply grape stock liquid, and conduct only one distillation method with direct fire . Because the upper half of the distillation pot is equipped with a distillation tower device with segmented isolation grids. When the original solution is placed in the middle for distillation, 60% brandy can be obtained from the alcohol vapor generated.

The difference between the two methods. The Armagnac method has a more complex aroma than Cognac.