Nelson Mandela

Nelson Mandela has earned a place among the world’s greatest leaders of the 20th century by his struggle against oppression and apartheid as well as his leading role in steering his country from minority rule to democracy. He is often ranked together with some world great leaders such as Mahatma Gandhi and Martin Luther King jr. among others. His contribution to the social and political freedom of his country is nothing short of exemplary. His great sacrifice in the face of personal danger has inspired millions of people worldwide. He has demonstrated that staying focused on a goal and never losing sight of it is the only way of achieving greatness. This paper critically examines the life and times of Nelson Rolihlahla Mandela highlighting some of the examples of his contribution to the rise of his country and followers. Biographical Information Nelson Mandela was born in 1918. His father Henry Mandela was a cultural chief and his mother was the third wife to the older Mandela. He started school at the age of seven at the Wesleyan mission school and later Clarkbury Boarding Institute. He studied BA at the Fort Hare University where he met his friend and colleague Oliver Tambo (Johns et al, 19). After fleeing from his royal home where he had been brought up, he went to Johannesburg where he continued his BA studies at the University of South Africa (UNISA). Thereafter he joined the University of Witwatersrand where he studied law and left in 1942 after completing his degree. Nelson Mandela joined the African National Congress (ANC) in 1944 and after the 1948 victory of the Minority National Party, he led the ANC defiance campaign against the apartheid that segregated alongside racial lines especially against the Africans and coloreds (M Meredith, & Martin, 26). In 1956 to 1961, Mandela was tried for treason but was acquitted. This freedom was short lived because Mandela had started agitating for a military arm of the ANC and co-founded Umkhomto We Sizwe (spear of the nation) abbreviated MK. As the leader of this arm of ANC, Mandela coordinated a sabotage campaign that was aimed at the military as well as government targets. Consequently he was arrested and sentenced for five years in prison. In 1963, together with other leaders of Umkhomto We Sizwe, Mandela was brought to trial for an attempt to overthrow the government by violent means. He was sentenced for life. This was the beginning of twenty seven long years as a prisoner. In 1985, President P.W. Botha extended an offer of freedom from prison on condition that Mandela renounce armed struggle. However, Mandela turned down the offer releasing a statement that received much media coverage internationally. He was released unconditionally five years later by President Frederick. W. De Klerk. In 1991, Mandela was overwhelmingly elected the president of the ANC and his old friend Oliver Tambo became the National Organizing Chairperson (M Meredith & Martin, 21). The events that followed the Mandela release and his consequent rise as the president of ANC marked a major social and political transformation in South Africa that culminated in the 1994 democratic general election that saw Mandela become the first black South African president. In his five years as president Mandela adopted policy of reconciliation and negotiation that made him a most popular political figure internationally. He has won over 100 awards and is thus one of the most celebrated icons in the world today. However, his under his leadership the ANC through the Umkhomto We Sizwe and in its efforts to bring about changes in the society committed human rights violations (Sparks & Allister, 48). This fact Mandela conceded and apologized. Additionally, his reign as president has been criticized as having failed to effectively address the problem of HIV and AIDS epidemic. Mandela’s Contribution From an early age, Mandela became aware of the social and political imbalances that existed in his country. He developed a keen interest in assessing ways in which he could contribute to bringing about changes in the society. He had a desire to rid society of the inequalities that characterized the apartheid rule. When he joined the ANC in 1944, his desire was to confront the apartheid policies of racial segregation a task that he undertook with zeal and consistence. During these days his contribution in creating public awareness of the evils of apartheid was significant. He prepared the people for the struggle that took a long time to bear fruits. Mandela has become a political and social model because of his undying faith as well as enduring challenges without compromising personal integrity. He for a long time represented the face of struggle against inequality not only in South Africa but also in the world. His contribution to education stems from his early realization that education was essential in creating a more knowledgeable society that would embrace change and seek opportunities that a free society could offer. Although he left Fort Hare University after only two years, his desire to continue with education was so great and so he joined the University of South Africa and later on the University of Witwatersrand. Later on during his years in prison, he continually encouraged his fellow prisoners to continue with their formal schooling. After he became president he used his position to raise funds for building schools in rural areas and was quoted as saying â€Å"education is the key for the future† (Sparks et al, 40).   His prison block became known as the Mandela University. Although Nelson Mandela had many reasons to be bitter and vengeful his ideal of justice for all, the people in South Africa was a light on his path and guided his thoughts and actions. This way, he was able to contribute to the democracy in South Africa. His struggle against oppression and against the system that made the African people slaves in their own country was instrumental in the achievement of freedom. When freedom was offered to him on condition that he forsake the ideals for which he lived by, Mandela releasing a statement through his daughter that said â€Å"What freedom am I being offered while the organization of the people remains banned? Only free people can negotiate. A prisoner cannot enter into contracts† (Nelson Mandela as quoted in Johns et al 33) His uncompromising stance became a source of hope and inspiration to his people because they saw his courage and was inspired. Mandela’s contribution to the transition from minority rule to democracy is probably one of his most outstanding deeds in the world today. His gospel of peace and reconciliation reverberates in all his messages and has earned him the title of international statesman as well as making him the recipient of 1993 Nobel Peace Price together with F.W De Klerk. Mandela’s belief on conflict resolution have served an important role in uniting South Africa at the time of need and has given the country a sense of identity. This can be seen in the way Mandela’s speech after the assassination of Chris Hani[1] prevented the blood shed that was eminent. Mandela appealed for calm in a speech that is widely quoted internationally. â€Å"Tonight I am reaching out to every single South African, black and white, from the very depths of my being. A white man, full of prejudice and hate, came to our country and committed a deed so foul that our whole nation now teeters on the brink of disaster. A white woman, of Afrikaner origin, risked her life so that we may know, and bring to justice, this assassin. The cold-blooded murder of Chris Hani has sent shock waves throughout the country and the world. †¦Now is the time for all South Africans to stand together against those who, from any quarter, wish to destroy what Chris Hani gave his life for – the freedom of all of us†. (Nelson Mandela, 54) Mandela the Leader One of the leadership qualities that are exemplified by the life and times of Nelson Mandela is sacrifice. His lengthy stay at prison where he was away from his family demonstrates the fact that his struggle was not focused on the individual but on the nation. The quality of being able to remain focused even in the face of death distinguishes Mandela the man from many leaders in the world today. He has remained steadfast to his ideals and to his people in his entire life. Mandela has through out his life demonstrated a myriad of leadership qualities including ability to listen effectively. Ability to bring together people with different opinions, open mindedness, understanding cultural differences, humility and modesty, ability to motivate and unfailing faith in a free society. These qualities were put to test when Mandela was faced with the challenge of leading the country through the transition period from apartheid to democracy. His charismatic and pleasant personality, quick wit and ability to empathize with the suffering have endeared him to the world. Mandela leaves behind a powerful legacy and a model of what exemplary leadership is all about. His devotion to the liberation of the people of South Africa both black and white has born fruits because today South Africa has made significant strides towards democracy and is a beacon of hope in the entire of Africa. It can be said that Mandela has achieved his dream of a democratic and free society, an ideal for which he lived and was prepared to die. He now stands tall as an advocate of international reconciliation. His faults and the faults of his government have been pointed out as the failure to provide leadership in addressing the problem of HIV/AIDS (Mandela, Nelson, 263). Additionally, the armed wing of ANC has been accused of human rights violations. On both counts, Mandela is quick to accept the mistakes and take responsibility for the actions. In the latter case, Mandela advised his fellow ANC leaders against denial of those accusations. He undertook different projects aimed at addressing the issue of HIV/AIDS after his term as president of South Africa in order to make up for the failure of his government (Mandela, Nelson, 301). Conclusion For a man who spent twenty seven years in prison for his ideals of a democratic and free society, Mandela comes out as a powerful and dedicated leader who is hard to fault. He began his struggle as a freedom fighter who became impatient with peaceful means of achieving peace. However, through his prison life he was transformed and became an advocate for peace through negotiation. As he states in his autobiography, he learnt to bear with his enemies and not bearing grudges for any lengthy period of time. He was very successful as a leader especially in guiding his country through transition. Although he had every reason to be vengeful and bitter, he embraced principles of reconciliation and negotiations after his release from freedom as well as in his term as President of South Africa. Works Cited: Johns, Sheridan and R. Hunt Davis, Jr. Mandela, Tambo and the ANC: The Struggle Against Apartheid. New York: Oxford University Press, 1991. Documentary survey. M Meredith, Martin. Nelson Mandela. A Biography. New York: St, Martin’s, 1998. Mandela, Nelson. The Struggle Is My Life. New York: Revised, Pathfinder, 1986. Originally published as a tribute on his 60th birthday in 1978. Speeches, writings, historical accounts, contributions by fellow prisoners. Mandela Nelson. Long Walk to Freedom: Macdonald Purnell (PTY) Ltd, Randburg, South Africa. Ottaway, David. Chained Together. Mandela de Klerk and the Struggle to Remake South Africa. New York: Times Books, 1993. Sparks, Allister. Tomorrow Is Another Country: The Inside Story of South Africa’s Road to Change. New York: Hill & Wang, 1995. [1] Chris Hani was a senior leader in the African National Congress and was assassinated on 10th April 1993 outside his home. Nelson Mandela Nelson Mandela

How and Why did Labor Unions Start Essay

Essentially, labor unions are associations of workers who are banded together for the purpose of improving their employment conditions and protecting themselves and their coworkers from economic and legal exploitation. Members of labor unions engage in collective bargaining with their employers, as well as general political activism. Labor unions are almost as old as America itself. Although primitive unions of carpenters and other tradespeople made an appearance in various cities in colonial America, the first national labor unions gained strength in the 1820s. During this time, workers banded together to reduce the working day from a grueling 12 hours to a more manageable 10 hours. In 1866, the Nation Labor Union persuaded Congress to cut the workday down to today’s eight hour standard. Labor Day, a holiday observed on the first Monday in September, is a creation of the organized labor movement. The day is intended to honor the achievements of American workers and the contributions they have made to the prosperity and strength of the United States. The first Labor Day celebration was organized by members of the Central Labor Union and held on 5 September 1882. Labor unions are legally recognized as representatives of workers in many industries in the United StatesLarger unions also typically engage in lobbying activities and electioneering at the state and federal level. Most unions in America are aligned with one of two larger umbrella organizations: the AFL-CIO created in 1955, and the Change to Win Federation which split from the AFL-CIO in 2005. Both advocate policies and legislation on behalf of workers in the United States and Canada, and take an active role in politics. The AFL-CIO is especially concerned with global trade issues. Although much smaller compared to their peak membership in the 1950s, American unions remain a prominent political factor, both through mobilization of their own memberships and through coalitions with like-minded activist organizations around issues such as immigrant rights, trade policy, health care, and living wage campaigns. To fight alleged employer anti-union programs, unions are currently advocating new â€Å"card check† federal legislation that would require employers to bargain with a union if more than 50% of workers signed forms, or â€Å"cards,† stating they wish to be represented by that union. The current procedure involves waiting  45 to 90 days for a federally supervised secret-ballot employee referendum on the subject.

A Report on the Improvement of My Speech as a Public Speaker Through Self-Assessment

A Report on the Improvement of My Speech as a Public Speaker Through Self-Assessment Informative Briefing Self-Assessment Essay In choosing my topic, I wanted to talk about something that I was passionate about alongside something that just about everyone would be interested in knowing more about. With the history of Pokemon video games and their initial popularity based on the statistics, I wanted to make sure people who did not know much about the franchise were well informed and those that knew a lot about the franchise were able to stay interested in something they could relate to not only as a child but as a young adult. After watching my Panopto video, I was very satisfied with my presentation. I also was able to notice specific places and aspects were I can improve to present an even greater speech the next time around. Following my first speech, I plan to give a better speech by speaking more slowly and engaging the audience more efficiently. To start off, I will first go over the strengths included in the feedback from my peers. Many of my peers were pleased with my execution of the speech, through the projection of my voice, my natural body movements, eye contact, and overall evidence of passion in the subject. I also received positive feedback about the overall organization of my speech, mainly based on the use of visuals and bullets on the slides as I spoke. The feedback tied in with the Panopto recording, as I could see how clearly I spoke, how organized my presentation was, and how naturally relaxed I was. I was very satisfied with these general aspects of my speech that the audience not only enjoyed, but was able to keep up with. Alongside the positive feedback, there are some fields that I would like to and need to improve in. Feedback on improvements included more eye contact at times, needing to let the questions sink in/letting the audience answer, and overall slowing down in order to have some members keep up with my speech. Overall, I generally agree with the improvements needed. There were times where I would look down at my notes longer than I should, such as when I would talk about the statistics or go over an extended aspect of history. When asking my questions to engage the audience such as in the introduction, I never did pause to let the questions sink in or to have some peers answer the questions; that aspect is specifically what I need to work on. The pace of my speech is really fast; based on some of the feedback, some peers were unable to keep up with my topic, especially when I would reference to the statistics aspect of my speech. I know that one of the reasons for my fast-paced speech was the time limit, but for future speeches I could possibly use less information to be able to speak at a reasonable speed and still stay within the directed time limit. In general, the informative briefing speech has helped me be more aware of my strengths and weaknesses as a public speaker. Receiving feedback from peers that have to do the same informative briefings gives me a different perspective as opposed to just a teacher giving me feedback. Watching my speech on Panopto gave me a personal insight on what I need to improve on alongside my individual strengths as a public speaker. Before my next speech, I plan to pace myself alongside keeping up with how long my speech is. I will also focus on memorizing certain subjects in my topics so I won’t have to rely too much on my notecards. Engaging the audience more efficiently is something else I will focus on for my next speech. These techniques will fortify the aspects I already excel on as a public speaker, and will initially improve my speeches and presentations.

Analyzing Organisation Behavior Assignment Example | Topics and Well Written Essays - 1500 words

Analyzing Organisation Behavior - Assignment Example Democratic organisations are effective because they encourage creativity, job satisfaction and high productivity1. When companies need to make quick decisions, democratic styles becomes ineffective due to delayed decision-making process. Some companies use Laissez-faire style; under this style, leaders give their team members a lot of freedom to work and set deadlines on their own2. This style is effective where workers have the knowledge, skills and self-motivation to work. The organizational theory seeks to meet the presumed concerns and needs of the managers through providing them with theoretical frameworks that they can deploy in order to achieve the competitive advantage. Organisation theory addresses the problems of planning, organising, and controlling the organisation3. The practice of management is concerned with the practical aspects of running businesses. Companies apply the general principles of the theory of organisation to solve the challenges facing the organisation. Asda hires employees with advanced degrees in management subjects to executive positions; this is because the company believes that trained employees have equipped themselves with the theoretical aspects of the management, which they will apply in their practice. The approaches to management that companies can adopt include bureaucracy, human relations, and situational approaches. Asda’s approaches to leadership are situational and bureaucracy; the company believes that management actions are determined by certain actions outside the system or subsystem. According to situational approach, organisational actions should be based on behaviour of actions in order to ensure proper integration of the system with the environment4. Situational approach is effective to Asda because it enables the management to provide for flexibility in dealing with issues. This approach, however, has been criticised in other organisations such as Kodak and Nestle

Artworks in painting from the 16th century Essay

Artworks in painting from the 16th century - Essay Example Until 15th century printed books were elusive or presence of the handwritten materials was left to a few affluent people in the society. The lives of the saints could not learned from books and considering most people in the towns were majorly illiterate people and thus understanding of documents written in Latin became a problem most people. Latin was the main language used in most biblical teaching amidst a wide variety of lingual speaking groups of people. The parish priest applied the paintings in teaching his flock concerning the bible and on saints in general. Such common types of paintings called ‘Biblia Pauperum or in other terms the ‘Poor Man’s and was considered to act as visual aid in helping the congregation in assimilation of the elementary teachings. Some informed people in the villages helped in teachings the crowds on messages contained in the paintings and thus unraveling the main intrinsic relevance of the paintings. The painting had very synonymo us inclusions of exaggerations which were applied in unearthing the data contained in the painting. The paints exhibited traits such as wicked leaders, assassins, executioners, torturers and other quality by the application of the exaggerations in the paintings. The forms of the clothing’s and adornments of the people were also very notable from the paints. The villagers had the skills to identify between the true message delivered and notable exaggeration entailed in the process.

Definition of litreatures Research Paper Example | Topics and Well Written Essays - 1000 words

Definition of litreatures - Research Paper Example However, this also comes with a price. Since the research is entirely based on questionnaires or vignettes scenarios which are a modified form of introspection itself except the fact that it’s quantifiable and less reliant on biases. Therefore, what is required is a strong background research on literature and a systematic approach towards research. How will that help make it more empirical? First, as literature includes past researches and theories on the same topic, it is easier to filter out irrelevant details and detect a platform to analyze the given data. It also provides a head start for the research in a way that it shows things already has been done in the field so that the new research is not redundant. In addition, it shows what could not be achieved in the field so that the new research is not too ambitious and it shows how to go about a research in the field so that the new research does not end up at a dead-end. Thus, a systematic approach towards the research an d an extensive literature review is a key to an authentic and successful research. This paper will dive into the depth of these processes and explore how they benefit the researcher and the project. Systematic Search The first step in a good scientific research is a systematic searching. By systematic searching, it is meant that a particular scheme is followed while searching. To start with a systematic research, the first step is to formulate a clear question which includes all critical aspects of the topic like what, why, who, how, where, when, which, where etc. This is important because once the question is formulated, one is aware of what one is looking for and the research is less prone to divert into irrelevant directions. Once one knows what one is looking for, the next step is splitting the question into independent parts what this means is to separate the relation aspect from the individuality of the topics and study them independently in their own context and then in relat ion to each other. The third step is to find a suitable database to take material from. By specifying the discipline to the system, one can access to a large amount of information on any given topic. Next step is to find the search items. Many features of the item like synonyms, plural forms, and different spellings should be attended to in this section. Once, the search takes place, it is important to pay attention to results. If the results are not many, it is better to search with different terms. If there are a lot of them, it is advisable to use more narrowed terms (Laake, 14, 2007) Systematic Review Once the systematic research is being carried out, the next important step is to review the information systematically. A systematic review comprises of several steps: first, it identifies all relevant evidences for the topic. It gathers a pool of information through systematic searching which was explained above. Next, it selects studies, which are to be included and discards the rest. This narrows down the information and brings out the most important points to be included. Third, it identifies the relevant evidence in the reports, which are selected to be included. Since only particular proofs are required from these extensive studies, this step is of crucial importance. Often, the relevant researches have just one or two important points substantiated with adequate results. It is very important to scan those out and leave the rest as they are of little importance for the research project. At the same

Special Topics in International Relations Essay Example | Topics and Well Written Essays - 750 words

Special Topics in International Relations - Essay Example the purpose of development would cause an increase in the planet’s temperature, increases in sea level, changes in precipitation patterns, depletion of ozone layer, loss of natural habitat of millions of species of plants and animals, loss of water resources, loss of bio diversity, increase in incidents of extreme weather such as heat waves, soil erosion and increased pollution (Watson et al, 2003). The development is changing the earth’s environment at all levels. At the local level the environment is at risk due to air, soil and water pollution. At regional level there is a threat of acid rain and land degradation. Finally at global level there is a massive climate change and a loss of biodiversity. All these changes have been attributed at a large level to the various development projects that are meant to provide better life and alleviate poverty. Unfortunately these projects are having a negative effect on the ecosystem, water resources, human health, agriculture, forestry and fisheries. It is estimated that the development projects will have further negative consequences in the future (Watson et al., 2003). Environmental issues are very important for the third world countries. A clean and healthy environment reflects a clean and healthy nation. Natural environment is a source of natural income for the people of the poor countries. Many people are dependent on natural resources for their income. If these resources are taken away it will definitely be a big blow for the poor people. At the same time environment protection is very important for economic growth of any country. If people continue to use and pollute natural resources the country would suffer economically and will move away from development. Therefore it becomes very important to protect the environment (The World Bank Report, n.d.). Here it would be pertinent to discuss the case of Bangladesh. Bangladesh is a poor country and a large section of its population is dependent on fisheries for

Contemporary ethical issues of Euthanasia Research Paper

Contemporary ethical issues of Euthanasia - Research Paper Example Abrahamic religion teaches us that God is the only person who can take life away. Meaning that God is the one who owns you and it is up to him to decide when you are going to die. Christians have no option than to painfully prolong their life until death occurs naturally. If the patient is a Christian, then his religion teaches him that he should fear God and should not consider Euthanasia as an option. The religion also teaches that life is a gift from God and therefore sustaining and terminating it is under his control. ‘Christians believe that life is more that the existence of biology and a human being has a soul t within his body and therefore, death releases his soul to eternal destiny. In Exodus 20: 13 and 1 John 3:15, they explain that life is by God’s choice and therefore, the cessation of life is also by his design. According to these scriptures we believe that it is morally wrong to take the life of another human being. However, the society is becoming more pe rverse in relation to the sacredness of life. With abortion being legalized, the ensuing view of life is also reaching at its low level, where by, the right to die option has come up, as well as dying with pride and other models dealing with value and quality of life are slowly dominating the thinking of our humanity. (Young, 2010). One debatable concept that has come is euthanasia, deliberately ending the life of an individual who is suffering from incurable or painful disease. The request for euthanasia can either be voluntary or non-voluntary. The person responsible for the patient can also make a decision on behalf of the patient. This is morally unacceptable and secondly it is murder. Passive euthanasia or withholding the life of a new born through starvation or similarly withholding the life of an extremely ill patient is also referred to as euthanasia (Rachels, 2005). From the acceptable medical related euthanasia, it is one of the step to eliminate the financial or social burden from individuals who are responsible for the terminally ill patient, such death is short of murder and should therefore, not be accepted in a society. Additionally, there are social implications of euthanasia for example, the elderly, sick, handicapped and above all the life in its own way. The study of Abrahamic religions explains that the disposition of every life is more than sacred and cannot be entrusted to the control of human beings. It should be left in the hands of the almighty, putting in mind that God is the doer of all things (Young, 2010). 1 Corinthians 6:19-20 state that human beings are the temple of the Holy Ghost, which is in every human being, and has God and not their

Economic Essay Example | Topics and Well Written Essays - 1000 words - 3

Economic - Essay Example China adopted this very strategy and hence, climbed up the peak of growth post globalization, although other economies around the world have to compensate for the same. Hence China received pleas for a currency appreciation from nations around the world; nevertheless, it seldom gave such an action a serious thought as it threatened to slow down its economic growth though in the short run. But, China’s central bank recently exhibited compliance to these external requests when it hiked the minimum cash reserve ratio to be maintained by Chinese commercial banks, by 0.5%. This step however, was a well-thought one as it indirectly also favored the country’s economic growth. Hike in Cash Reserve Ratio Banks normally hold a certain amount of reserves which is a part of the deposits which it receives from its customers. These reserves are held as a shield against any unprecedented crisis befalling the economy. In fact, the amounts that these banks should mandatorily hold back a re decided by the apex central monetary body on the basis of a number of factors including the risks of being submerged under a crisis. The central bank normally declares a required reserve ratio which the underlying commercial banks must comply to and maintain as a part of the total deposits which they receive. Out of this reserve requirement that they retain, a certain amount needs to be maintained with the concerned central bank of the country as cash reserve ratio. Purpose of CRR is to act as a shield or protection against any crisis. For instance, in case that any bank needs more money than it has with itself at any point of time; in such situations, the bank might turn towards the concerned central bank which forwards this amount eventually. The Chinese Central Bank announced an additional cash reserve ratio of 0.5% over what the domestic commercial banks had been maintaining initially with the former. This step was believed as a development owing to requests for currency appr eciation coming from nations all around the world. Such a measure increased the liabilities of the Chinese Central Bank as more and more cash started flowing in from commercial banks. The commercial banks however, experienced an increase in their assets as a result given that a hike in CRR implied an increase in the reserves of these banks. Impact upon the economy of China Central Bank of China’s policy of increasing the CRR by an additional 0.5%, implied a reduction in the amount that the commercial banks affiliated with it, could advance to potential borrowers. Hence, the primary implication had been a reduction in the amount of money being circulated through the nation. On a secondary basis, to check the amount of loan demands, the commercial banks were instigated to raise the market rate of interest which negatively affected the volume of investments in the economy. Thus, GDP is likely to fall. Moreover, when GDP falls, so does the amount of consumption and investment whi le, the demand for imports increase. Hence, during the second phase, the economy is characterized by an increased reduction in GDP owing to reductions in consumption, investment and net exports. Impact on Money Multiplier Money multiplier, represented is the rate at which an economy can create credit given the economy’s monetary base; it is represented as, MM = (1 + c/d)/ (r/d + c/d); where, c/d ? Currency-Deposit

Final Reflection Essay Example | Topics and Well Written Essays - 750 words

Final Reflection - Essay Example The summary of â€Å"Is Facebook making us Lonely† helped us a lot in understanding audience awareness. The article helped us how to write keeping the dispositions of audience towards the writer. The authors discussed the topic in an excellent way keeping their audience in mind. The summary of the article also informed us about the details involved in responding to audience. The article itself served as a role model for us as to how to communicate with audience using facts and rhetoric together. The subject of the article was very interesting and authors were successful in keeping the interests of the readers at all times. The summary of the article also helped us to learn about summarizing and paraphrasing. It helped us understand how to read and summarize a particular work without ignoring every small detail. I personally learned how to concisely summarize a long article in a few pages. This course has also helped me recognize the importance of rhetorical stance especially through the class discussions. In the class discussions we learnt how to maintain a clear stance throughout the discussion without changing sides. It was more about building a whole case around a central thesis. This helped my writing a lot because previously there was less coherence in my work. I used to discuss many things in a single paper and did not focus too much on a central theme or purpose. Class discussion made me understand how important it is to think about a purpose when writing about a topic. Research paper probably helped me the most as it made my research skills better. I learned how to use search engines and other sources to get the relevant information in a less amount of time. There is loads of information now at our disposal but it is very difficult to extract the right kind of information in a short time. I believe that research paper writing helped me research in a better way. When I was doing the paper I had to analyze other people’s work and

Active Directory database Essay Example for Free

Active Directory database Essay Dover Leasing currently has information about all users stored in a database application used by the Human Resources Department. The IT manager has asked you to explore some ways this information could be used to create user accounts and populate the Active Directory database. Which tools could be used, and what are some issues involved in using these activates? Information about all users has been stored in a database application. On the basis of the available information from the Human Resource Department’s database, user accounts have to be created. The main tool for creating and proper managing the user accounts is Active Directory Users and Computers. There are few issues and concerns involved in this specific activity with this tool though the actions and steps are all very simple and straight. The foremost issue can be a problem to log in to the Windows sever and also the active directory network. Some problem can be due to the account locking issues. In many cases the interactive and user friendly way of user authentication process may be disrupted due to the setting problem. Incorrect user name and password, account disabled, logon hour restrictions, users issues with local login are some of the concerns which may happen for creating and maintenance of the user accounts. Case Project 7-2 The Dsadd Command is an effective way to create new user accounts from the command line. Write Dsadd statements to create the two users shown in the following chart. All user accounts should be created in the Users container in your DovercorpXX. local domain. Use Help and Support Center to determine the switches you need to configure these accounts from the command line. Dsadd user â€Å"cn= TRucci, cn= Users, dc=DovercorpXX, dc= local† –memberof â€Å" cn= Engineering,cn=users,dc= DovercorpXX, dc= local† Dsadd user â€Å"cn= APan, cn= Users, dc=DovercorpXX, dc= local† –memberof â€Å" cn= Management,cn=users,dc= DovercorpXX, dc= local† Case Project 7-3 Assume your Active Directory tree contains two domains named North and South. A domain controller named DCN located in the North domain has a folder named StrategicPlan that users in the North domain need to access. In addition, one manager from both the North and South domains needs to be able to manage data in the StrategicPlan folder. Describe how you would use domain local, global, and universal group scopes to grant access to the StrategicPlan folder. The administrator creates the North and South domain. A domain controller named DCN located in the North domain has a folder named StrategicPlan. The local, global and universal group scopes can be defined in the following way to grant access to the StrategicPlan folder. Create a global group StrategicPlan and add appropriate users to it to access the StrategicPlan folder or we can create an universal group called Universal StrategicPlan and can add the global groups which want access to it. If we want to create a local domain group then we can create one and give the required permission to access the folder.

Hybrid Beamforming Design for 5G Wireless Communications

Hybrid Beamforming Design for 5G Wireless Communications To comply with evolving 5G standards, higher data rates (and greater bandwidth), lower-latency network accesses, and more energy-efficient implementations are needed. While 5G standards are still very much evolving, the goals for higher data rates, lower-latency network accesses, and more energy-efficient implementations are clear. And with higher data rates comes the need for wider bandwidth spectrums. Today, available bandwidth in the spectrum up through 6 GHz isnt sufficient to satisfy these requirements. This, in turn, has helped move the target operating frequency bands up into the millimeter-wave range for the next generation of wireless communication systems. The small wavelengths at these higher frequency bands enable implementations with many more antenna elements per system within very small form factors. However, it also increases the signal-path and propagation challenges associated with operating at these frequencies. For example, the path loss for a 60-GHz waveform is approximately 10.5 dB/km, while a 700-MHz waveform experiences path loss on the order of 0.01 dB/km. These losses can be offset with intelligent array design and the use of spatial signal-processing techniques, including beamforming. This type of processing is enabled by large arrays and can be used directly to provide higher link-level gains to overcome path loss and undesirable interference sources. To achieve the most control and flexibility with beamforming in an active array design, its desirable to have independent weighting control over each antenna-array element. This requires a transmit/receive (T/R) module dedicated to each element. For array sizes typical of a large multiple-input, multiple-output (MIMO) communication system (e.g., over a thousand elements), such an architecture is difficult to build due to cost, space, and power limitations. For example, implementing a very high performance analog-to-digital converter (ADC) and digital-to-analog converter (DAC) for every channel (along with the supporting components) can drive the cost and power beyond allocated design budgets. Similarly, having variable gain amplifiers in the RF chain for each channel increases system cost. Going Hybrid Hybrid beamforming is a popular technique that can be used to partition beamforming between the digital and RF domains. System designers can implement hybrid beamforming to balance flexibility and cost tradeoffs while still fielding a system that meets the required performance parameters. Hybrid-beamforming designs are developed by combining multiple array elements into subarray modules. A T/R module can be dedicated to multiple elements in the array; thus, the system will require fewer T/R modules. The number of elements in each subarray can be selected to ensure that system-level performance is met across the range of steering angles. Using the transmit path as an example, each element within a subarray can have a phase shift applied directly in the RF domain, while digital beamforming techniques based on complex weighting vectors can be applied on the signals that feed each subarray. Digital beamforming allows for control of the signal for both amplitude and phase on signals aggregated at the subarray level. For cost and complexity reasons, the RF control is typically limited to applying phase shifts to each of the elements. Diagram here, Figure 1 Figure 1. A hybrid-beamforming architecture has partitioning between the digital and RF domains. Multiple array elements are combined into subarray modules. Each element within a subarray has a phase shift applied directly in the RF domain, while digital beamforming techniques are applied on the signals that feed each subarray. Systems such as the one shown in Figure 1 are complex to develop. Modeling techniques can be used to design and evaluate large antenna arrays and the corresponding RF and digital architectures needed to help manage their complexity. These techniques help reduce risk and validate design approaches at the earliest stages of a project. In addition, its important to evaluate subsystem designs in the context of the larger system. For example, how will hybrid beamforming tradeoffs affect the bit error rate on communications with a mobile device? Designing the Array The first step in the design process is to model and design the array. This includes converging on array design choices such as the array geometry, element spacing, the lattice structure of the elements, and tapering. In addition, the effects of mutual coupling are important to characterize before implementing the final design. Once an initial configuration of the array design is complete, architectural partitioning can be iteratively evaluated against the overall system performance. With millimeter-wave systems, the area is reduced in proportion to the wavelength size. As an example, an antenna array designed at millimeter-wave frequencies can be up to 100 times smaller than an array designed to operate at microwave frequencies. By building an array with a larger number of antenna elements, we can achieve a high beamforming gain. The highly directive beam helps offset the increased path loss at higher frequencies of operation, as beams are steered to a specific direction. To achieve steering in azimuth and elevation, a uniformly spaced planar array in the y and z plane can be designed. The larger number of elements provides a high level of directivity. The design also has tapering applied to the rows and columns of the array to reduce sidelobe levels. To help reduce the effects of mutual coupling, the spacing between elements can be slightly increased. As is the case with all design choices, the larger antenna gains achieved with narrower beams must be balanced with the fact that MIMO systems are based on scattering environments. These environments also depend on broader beam patterns to maximize channel capacity. This tradeoff can be assessed as part of the modeling, too. The image on the right side of Figure 2 shows that with spacing of wavelength/2 between the elements, no grating lobes are present across the full range of steering directions, as expected. Its important to understand the impacts here, because it may be necessary to increase the spacing between the elements to mitigate the effects of mutual coupling. This crucial design consideration must be accounted for at this juncture. Fortunately, at the higher frequencies, where wavelength/2 spacing is quite small to start with, an increase in element separation by 10% of a wavelength only requires a change of less than 0.5 mm at 66 GHz. Figure 3 shows the tradeoff that must be considered when using a grating lobe diagram with a 10% increase in the spacing between the elements. For this example, grating lobes are only present with azimuth and elevation angles outside  ±54.9 degrees. Extending the Model Fidelity Next, in a more detailed example, an array is built up as a collection of subarrays. The element used in this example, which is based on a patch antenna designed for 66-GHz resonance, is no longer ideal. The element pattern for a single patch element is shown in Figure 4. To build up an array using this pattern, each subarray is modeled as an 8-1 element uniform linear array, where each element has a pattern response from the patch element. The resulting array structure can be visualized like that shown in Figure 5, with each subarray (8 elements 1 subarray) on the left and the full array (1 subarray replicated in 8 columns) on the right. From the hybrid-beamforming perspective, each of the elements within the 8-1 array can be passed through a phase shifter for steering in the elevation plane. We see how this can be modeled in the RF domain with the phase shifters in the following section. Each of the eight signals that feed the subarrays can be controlled via digital beamforming techniques to steer the beam in azimuth. Figure 2 shows the resulting beam pattern for the array in the above configuration, which has been calculated using superposition. Hybrid-Beamformer Partitioning We can then partition the architecture for the transmit chain with the phase shifts (applied in the RF domain) and complex weights (applied in the digital domain). For basic analysis, the weights are able to be generated using MathWorks MATLAB, Phased Array System Toolbox, and Antenna Toolbox code, as shown in the code below: This MATLAB code is used to model analog phase shifts (applied in the RF domain) and digital complex weights (applied in the digital domain). Weights are generated with MATLAB, Phased Array System Toolbox, and Antenna Toolbox. Applying the array design parameters, the digital weights and the RF phase shifts generated in MATLAB earlier (a multi-domain simulation) can be performed using the architecture model in Simulink (Fig. 7). In this block diagram, the phase shifts are provided as inputs to each of the subarrays, which are then applied to the RF signals. The digital beamforming weights are used to shape the signals feeding each of the subarrays. 7. In the multi-domain hybrid architecture, digital weights and RF phase shifts generated in MATLAB can be used within the architectural model in Simulink and SimRF. The phase shifts are provided as inputs to each of the subarrays, which are then applied to the RF signals. The digital beamforming weights are used to shape the signals feeding the subarrays. Figure 8 provides a detailed view into a single RF Array block from Fig. 7. The RF phase shifters shown in Fig. 8 perform the beamforming in the elevation plane, while the baseband weights provide the beamforming in the azimuth plane. 8. Here, an RF transmit chain uses SimRF blocks to control phase shifters (a single RF Transmit Array block is shown). The RF phase shifters perform the beamforming in the elevation plane, while the baseband weights provide the beamforming in the azimuth plane. Multi-Beam Hybrid System Architectures The model can be extended to support multi-user beamforming systems. To do this, the baseband beamforming blocks described above are employed to create multiple beams from the array to cover multiple users concurrently (Fig. 9). This beamforming can also be used to account for the path variations between the transmitter and the desired user locations. The resulting signals are able to be combined to perform the RF beamforming and serve the different users in a sector at specific distances from the base station. As discussed earlier, the subarray modules enable coarse elevation angle adjustment (by phase shifters), and multi-user groups can be arranged by distance in a ring structure to effectively provide areas of coverage. 9. Base band beam forming blocks create multiple beams to cover multiple users concurrently, and can also be used to account for the path variations between the transmitter and the desired user locations. Summary By implementing a hybrid-beamforming system, designers can strike a balance between meeting system performance goals and system-level cost objectives. Developing a hybrid beamformer and evaluating algorithm alternatives is only the first step toward achieving the required performance of a wireless communications system. To assess performance, the beamformer must be integrated into a system-level model and evaluated over a collection of parameter, steering, and channel combinations. Modeling these beamforming algorithms in the context of an entire system, including RF, antenna, and signal-processing components, can help verify design choices at the earliest phases of the project and reduce the associated challenges. Singular Value Decomposition Singular value decomposition (SVD) is quite possibly the most widely-used multivariate statistical technique used in the atmospheric sciences. The technique was first introduced to meteorology in a 1956 paper by Edward Lorenz, in which he referred to the process as empirical orthogonal function (EOF) analysis. Today, it is also commonly known as principal-component analysis (PCA). All three names are still used, and refer to the same set of procedures within the Data Library. The purpose of singular value decomposition is to reduce a dataset containing a large number of values to a dataset containing significantly fewer values, but which still contains a large fraction of the variability present in the original data. Often in the atmospheric and geophysical sciences, data will exhibit large spatial correlations. SVD analysis results in a more compact representation of these correlations, especially with multivariate datasets and can provide insight into spatial and temporal variations exhibited in the fields of data being analyzed. There are a few caveats one should be aware of before computing the SVD of a set of data. First, the data must consist of anomalies. Secondly, the data should be de-trended. When trends in the data exist over time, the first structure often captures them. If the purpose of the analysis is to find spatial correlations independent of trends, the data should be de-trended before applying SVD analysis.

Lean or Agile Principles in Ryanair’s Operations

Lean or Agile Principles in Ryanair’s Operations This section of the report analyses to what extent lean or agile principles in Ryanairs operations have been applied, adhered to and how these principles have contributed to the companys successful performance. Lean Operations According to Womack and Jones (2003), a company serves its customers for a certain purpose and fulfils a specific customer need. This is achieved through single processes which are in turn carried out by people the companys employees. The idea of lean operations derives from the notion that all these individual processes within a companys operations need to create value for the customer. If, however, a single process cannot be identified to add additional value, then, under a lean operations principle, this process can be considered as wasteful and should be cut out of operations. (Sutherland and Bennett, 2008; Womack and Jones, 2003) Since a lean operations process aims to remove unnecessary and no value-adding activities, it has been argued by Aitken, Christopher and Towill (2002) that the lean operations principle might be more suitable for products and services with rather constant demand and a low degree in variation. Mason-Jones, Naylor and Towill (2000) go even one step further and argue that the lean principle should primarily be applied for commodity products or services. Ryanair and the Lean Operations Principle With the above definitions in mind, a clear line to Ryanairs operations can be drawn.The company has shaped the European air-travel market and has largely contributed to the fact that air travel has been viewed more as a commodity service in recent years. Especially at Ryanair, air travel is viewed as a means of transportation, bringing their customers from point A to point B without any additional service offerings almost purely a commodity service. (Strategic Direction, 2004) With its low-cost model and its definition of air travel as a commodity service in mind, Ryanair has deliberately been striving to remove all activities from their operations which do not add customer value in the light of this definition; such activities have been described as wasteful by Sutherland and Bennett (2008) and have been grouped into seven distinct categories. Based upon these different categories, an analysis of Ryanairs lean operations model follows: In terms of Ryanairs business model, overproduction can be seen as any additional service offerings other than pure transportation. Ryanair succeeded in making its customers only demand for the pure transportation service from the company. It rigorously cuts out passenger service; food, drinks as well as baggage serviceare only available at extra cost while multi-class airplanes and inflight entertainment have been eliminated completely. (Strategic Direction 2004; Strategic Direction, 2006) Delay/Waitingis time that is lost between two activities that do add value (Sutherland and Bennett, 2008). In order to remove waste resulting from waiting, Ryanair tries to keep an airplanes time on ground, that is its turnaround time, as short as possible. This is achieved by exclusively serving smaller, secondary airports with lower traffic. In addition, minimal catering activities need to be performed and baggage handling is simplified because there is no through checking to other flights. (McCormick, 2010; Strategic Direction, 2006) Transportation/Conveyanceactivities can be sustained valuable by applying point-to-point operations in contrast to hub and spoke operations applied by many large national carriers. This system reinforces Ryanairs commitment to bring its passengers from A to B and not to intervene in their possible onward journeys. (McCormick, 2010; Strategic Direction, 2004) Motionat Ryanair can be seen as unnecessary steps in the middle of an operating process; the company removed such a step by means of disintermediation in its ticket-selling process. At the beginning, flights were sold over the phone whiletoday the company almost exclusively sells its flights through its homepage, hence avoiding the involvement oftravel agencies completely. (McCormick, 2010; Strategic Direction, 2004) Inventories are greatly reduced and more easily controlled by only using one aircraft type, the Boeing 737-800. Through such fleet standardisation, spare parts for maintenance can be acquired in bulk and used throughout the entire fleet (Strategic Direction, 2004). Furthermore, staff utilisation can be increased since all employees are able to operate on the entire fleet, increasing flexibility in operations.(Human Resource Management International Digest, 2007; McCormick, 2010) Ryanair reduces wasted space by using its capacity on each flight efficiently. By selling seats for different prices, varying according to season, time of the day and time of booking the company strives to minimise the number of lost capacity in terms of empty seats (Human Resource Management International Digest, 2007). Furthermore, at the airport, Ryanairs check-in areas are reduced to a minimum since a large part of check-in can be performed over the internet by the customer. Despite their late popularity, self-service check-in machines are not used by Ryanair since they consume additional space and represent one additional unnecessary step in the companys operations. (McCormick, 2010) Finally, the concept of reducingerrors in Ryanairs operations can be interpreted in two ways. Firstly, employee utilisation in the company is very high. Employees are responsible for carrying out a variety of different tasks; flight attendants not only sell refreshments on board, they are also required to assist in the cleaning and baggage handling process when necessary. This allows the company for more control over a variety of processes because employee involvement is higher. (McCormick, 2010) Secondly, processes that are not core to the company are outsourced and performed by specialists like check-in or baggage handling services. Using their expertise reduces the risk of errors and keeps the number of employees within the company low. (McCormick, 2010 This analysis shows that Ryanair clearly puts a lean operations strategy at the heart of its processes, resulting in doing more with less (Aitken, Christopher and Towill, 2002, p.61) to achieve its goal for customers. A Limitation to the Lean Approach As the preceding discussion shows, Ryanair has succeeded in converting their service offer to a commodity applying a lean approach and exploiting its benefits. However, it has been argued by Polito and Watson (2006) that a lean approach might get to its limits as soon as customer demand is increasing since not enough resources are available in order to meet changing demand. In the case of Ryanair a standardised fleet might represent such a limit. If demand on a certain route increases sharply, Ryanair might find it difficult to react instantly with increased capacity; as larger aircrafts are not available, a simple aircraft change for a given flight in order to increase capacity is not possible. Instead, an additional flight on the given route might be considered which involves negotiating extra landing rights (Johnson, Scholes and Whittington, 2005). Agility and Ryanair A Conclusion The previous example shows that Ryanair, with its high degree of leanness in process operations, might find it difficult to react to sudden, unforeseen changes in the environment instantly; such reactions require a company to be agile and have certain resources at hand that can be considered wasteful in a lean approach (Mason-Jones, Naylor and Towill, 2000). Agility is associated with higher flexibility and responsiveness to market changes (Aitken, Christopher and Towill, 2002) but as long as Ryanair is able to defend its concept of selling its service as a commodity, where flying is solely about transportation and highly valued by its customers, there might be no need for the company to incorporate aspects of agility into its lean operations processes.

Violent Femmes - Add it up :: Music

Violent Femmes - Add it up The disc player drones on as I recline peacefully on the pure white sands of my very own desert island. I am the only human being on this island. Ah, peace at last, but as the days turn into weeks and the weeks to months and the months to years I wonder; why have I not gone completely insane? Sentenced indefinitely to solitary confinement on my paradise prison. Yes, it has been a struggle to maintain my sanity, but I have one very special companion; the Violent Femmes album Add it up. Every time I listen to this album I am reminded of the last time I ever saw all my friends together; before we all went our separate ways in life. Park Rules for Your Safety: No Smoking No Radios or Music No Open-air Fires Do not take Shortcuts Watch for Bears Oh, what do we care of rules and regulations anyway. We were, after all, rebellious teenagers. We carefully stowed away radio, and cigarettes, and tightly tied our hiking boots. The four of us waved casually to the ranger as we began our ascent of the mountain. When we were out of earshot we stopped and emptied the smuggled goods from our backpacks. Unloading the radio we popped in Add it up from the Violent Femmes and continued on our journey. Not only did we play the music loud and probably scare every living organism in the forest stiff, but we also sang at the top of our lungs. People we passed on the trail smiled from ear to ear and some even laughed at our antics, but we didn’t care. Then we came to a shortcut along the trail. Should we take it? Of course, we were rebels. Against the advice of the experts, we got off the beaten track and made our own path through the forest. We were careful to keep out of sight when entering and exiting our newly blazed trail, not becaus e we feared getting caught, but because we wanted out own sovereign experience: to be shared with and had by no one else. Finally reaching the top was the greatest feat we could have ever accomplished. Being at the top of the mountain was like standing on top of the World. Looking down over the surrounding farmland and towns one could really appreciate the wonder that is Nature. The World below so tiny one could pick it up and make it snow by shaking it, just like one of those snow globes. Violent Femmes - Add it up :: Music Violent Femmes - Add it up The disc player drones on as I recline peacefully on the pure white sands of my very own desert island. I am the only human being on this island. Ah, peace at last, but as the days turn into weeks and the weeks to months and the months to years I wonder; why have I not gone completely insane? Sentenced indefinitely to solitary confinement on my paradise prison. Yes, it has been a struggle to maintain my sanity, but I have one very special companion; the Violent Femmes album Add it up. Every time I listen to this album I am reminded of the last time I ever saw all my friends together; before we all went our separate ways in life. Park Rules for Your Safety: No Smoking No Radios or Music No Open-air Fires Do not take Shortcuts Watch for Bears Oh, what do we care of rules and regulations anyway. We were, after all, rebellious teenagers. We carefully stowed away radio, and cigarettes, and tightly tied our hiking boots. The four of us waved casually to the ranger as we began our ascent of the mountain. When we were out of earshot we stopped and emptied the smuggled goods from our backpacks. Unloading the radio we popped in Add it up from the Violent Femmes and continued on our journey. Not only did we play the music loud and probably scare every living organism in the forest stiff, but we also sang at the top of our lungs. People we passed on the trail smiled from ear to ear and some even laughed at our antics, but we didn’t care. Then we came to a shortcut along the trail. Should we take it? Of course, we were rebels. Against the advice of the experts, we got off the beaten track and made our own path through the forest. We were careful to keep out of sight when entering and exiting our newly blazed trail, not becaus e we feared getting caught, but because we wanted out own sovereign experience: to be shared with and had by no one else. Finally reaching the top was the greatest feat we could have ever accomplished. Being at the top of the mountain was like standing on top of the World. Looking down over the surrounding farmland and towns one could really appreciate the wonder that is Nature. The World below so tiny one could pick it up and make it snow by shaking it, just like one of those snow globes.

Mobile Phone-based Interaction Techniques Essay -- Technology, Bluetoo

Many of the research presented in the field of mobile phone-based interaction techniques that have been developed so far fall into three main classes according to Sas & Dix [21]. In some research, the personal device effectively acts as an extended input device for text editing or pointing task. In others, the phone is used to upload and download media using standard content and protocols. The third class is where the mobile phone is a more integral part of the interaction, typically using the display of the device in concert with the public display. Ballagas et al [7] present a survey of the existed interaction techniques that use mobile phones as pointing device. Alongside with the survey, they present an analysis on these techniques based on the following taxonomy: position, orient, select, path, quantify, and text .The study concludes that the mobile phone is suitable devise for positioning tasks in various ways especially when interacting with public display in pervasive environ ment. Bellow we present some studies based on Sas & Dix classification [21]. Mobile phone as pointing devise: As a research area, several studies use image processing and visual recognition as a base in there interaction technique, since that most of the smart phones and handheld devices are equipped with digital camera. Jiang et al [1] attempted to take advantage of this fact by proposing a study to interact with display through mobile device camera. There method uses the position of the cursor on the display as the basic input source. The presented systems depend on a closed-loop of feedback between the handheld device and the display to provide continuous-visual feedback. This closed-loop starts with presenting the cursor on the display. Then, th... ...sts of three units: the Symbian client application running on the mobile phone. The role of this unit is to enable users to select a track from the presented list on the phone screen. The second unit is the server application running on a PC which counts the votes from all client unit users. The last one is a large public display which acts as the main user interface showing the track list and their votes. Kaviani et al [13] propose new user interface concept that take advantage of the input and output capability of large public display and mobile phone. They call this mode of interface as â€Å"dual display†, which allows users to execute multimedia user interfaces across both large and small display types. By shifting parts of a user interface down to a personal mobile device number of problems originating from limitations in large display real estate can be solved.

Scarlett Letter :: essays research papers

The Scarlet Letter The Scarlet Letter is a novel with much symbolism. Throughout the novel several characters represent other ideas. One of the most complex and misunderstood characters in the novel is Pearl, the daughter of Hester Prynne. Pearl, throughout the story, develops into a dynamic symbol – one that is always changing. Although Pearl changes, she always symbolizes evil. Pearl symbolizes evil in the story by representing God’s punishment of Hester’s sin, symbolizing the guilt and the scarlet letter that controls her behavior, and defying Puritan laws by being cheerful and associating with nature. Pearl represents God’s punishment by her mocking and nagging of Hester. Throughout the novel she sometimes seemed to her mother as almost a witch baby (Matthiessen 104). She is a baffling mixture of strong emotions with a fierce temper and a capacity for evil. With Pearl, Hester’s life became one of constant nagging, and no joy. The child could not be m ade amenable to rules. Hester even remarks to herself, “Oh Father in heaven – if thou art still my father – what is this being which I have brought into the world'; (Hawthorne 89)? Pearl would harass her mother Piyasena/Pine 2 over the scarlet “A'; she wore. In time, Hester was subjected to so much ridicule from Pearl and others that she was forced into seclusion. Pearl represents the sins of both Hester and Dimmesdale. Pearl is said to be the direct consequence of sin (Martin 108). Their sins include lying to the people about the affair that led to Pearl. Hester realizes what Pearl represents when she does not hold Pearl up in front of the “A.'; She carries the child around because it is a direct reflection of her sin. Hester is, “wisely judging that one token of her shame would but poorly serve to hide another'; (Hawthorne 48). Dimmesdale’s sin is not adultery but not having the courage to admit that he had adulterated. Therefore his is a “concealed sin.'; The scarlet letter amuses Pearl, and also controls her behavior. It is noted that, Pearl has been described in terms almost exclusively of uncontrolled, chaotic passion (MacLean 54). Throughout the novel Pearl is attracted to the “A.'; Even when she is just a baby, “her infant’s eyes had been caught by the glimmering of the gold embroidery about the letter'; (Hawthorne 90). When Pearl is older and Hester throws the letter on the ground, Pearl yells at her mother until she places the “A'; back on her bosom.

Capstone: Foster Care and Amp Essay

Abstract The project was designed to address high increase in homeless youth not transitioning into adulthood successfully. In fall 2011, a review of the literature confirmed the existence of high rates of homeless youth not transitioning into adulthood successfully. The literature attributed the problem to several causal factors of low income jobs, unemployment, and lack of formal education. There has not been a prototype project conducted within the literature. A need assessment survey of the target population and a data extraction tool was used to represent the target population indicated that new program would help in addressing this problem. A change project was designed at the beginning of the semester, and the objectives were to increase the knowledge of basic life skills by 10%. Evaluation findings showed that the new program increased the level of knowledge of basic skills and rate of youth returning to homelessness decreased by 10%. Table of Contents Chapter Page Number I. Introduction 5 II. Review of Literature 7 III. Needs Assessment 19 IV. Project Implementation 38 V. Project Evaluation 44 VI. Institutionalization and Stabilization 51 VII. Integration of Relevant Concepts 52 VIII. References 53 IX. Appendices 59 Chapter I: Introduction Background of the Problem Today, experiencing homelessness has nothing to do with a person’s intrinsic worth. Homelessness is a complex social issue with many variables. Unfortunately, for those experiencing homelessness, the impact of the values of the 1640s are still pervasive. In America many still hold to this tenet, that one only needs to pick themselves up by their bootstraps and into the pursuit of the American dream and for those who cannot, they deserve to be destitute for they bring no ‘added value’ to society (Thompson, Bender, Windsor, Cook, & Williams, 2010). Homelessness means not having a home, living in a place not intended for habitation, or unstably housed. Homelessness in the United States is primarily addressed by providing emergency and transitional shelter facilities that do not directly address the cause of homelessness (Culhane & Metraux, 2008). The Industrial Revolution starting in the 1820s-‘30s people began migrating from the farm to the city in search of j obs. Philadelphia and New York had many people walking the streets causing the country’s first pan-handling ordinances. City jails became de facto shelter systems. Poor safety regulation caused a lot of physical disability and death. Those disabled and widows, many with dependent children had no means to provide for themselves and nowhere to turn. The 1850s brought the first documented cases of homeless youth, many of whom were kicked out of their homes because their providers could no longer afford to raise them (Thompson, Bender, Windsor, Cook & Williams, 2010). Systemic issues have been established over time. People living in generational poverty do not have the resources and support to become educated and move out of poverty. Racial divides still occur in the areas of healthcare, education, access to mortgages, access to equal paying jobs among many others (Thompson, Bender, Windsor, Cook & Williams, 2010). There has been an increase in homelessness among African American male and female adolescents in the City of Philadelphia. In doing this research, the purpose was to address homeless youth transitioning into adulthood globally and locally. In looking at homelessness globally and locally, there are many causes, contributing factors, and possible interventions to decrease homelessness not only in America, but in the world. Youth who are homeless are in the situation for many reasons that do not attribute to their own doing. Homeless youth transitioning into adulthood have a difficult task, when one doesn’t have or wasn’t taught the skills to do so in society. In Philadelphia, youth that age out of foster care placement at age 18 are left to go to emergency shelters, house hop between family members, or resort to life on the streets. The range of the housing problems among adolescents who have left foster care may be underestimated as 12% to 14% of young people experience homelessness within a few years after they leave the system (Fowler, Toro, & Miles, 2009). The need for housing placement, education, and employment are services that homeless youth lack in their lives (Fowler, Toro, & Miles, 2009). ). The research states some causes and contributing factors range from familial abuse, conflict, or neglect, mental health issues, sexual orientations, lack of education, lack of employment, lack of affordable housing, and housing programs ending at 21 years of age. Homeless youth have trouble with completing school due to the lack of adequate housing. In addition, due to the lack of housing these youth limit their opportunities for gainful employment. In doing this research, the focus is on ways to prevent or decrease homelessness in youth who are aging out of foster care or aging out of housing programs at 21. The information given by the research will provide a frame of reference of the causes and solutions to homelessness. Throughout the study, the results will determine if the research has covered all causes, possible solutions, and limita tions to those solutions in dealing with this issue of homelessness. Chapter II: Review of Literature Homeless has been the label given to adolescents that are discharged from foster care, too old for the group homes, or kicked out of parents homes placing blame on the youth. This literature review will address the problem, the causes, and the solution relating to Homeless Adolescence successful transition into Independence. This review will conceptualize the problem, considering various approaches and interventions that might decrease the levels of homeless youth in the United States. The information in this review will cover the years between 2007 and 2012. Authors with similar presentations will be compared and those with differing views will be contrasted. Overview Today, those experiencing homelessness has nothing to do with a person’s intrinsic worth. Homelessness is a complex social issue with many variables. Unfortunately, for those experiencing homelessness, the impact of the values of the 1640s are still pervasive. In America many still hold to this tenet, that one only needs to pick themselves up by their bootstraps and into the pursuit of the American dream and for those who cannot, they deserve to be destitute for they bring no ‘added value’ to society (Thompson, Bender, Windsor, Cook, & Williams, 2010). The Industrial Revolution starting in the 1820s-‘30s people began migrating from the farm to the city in search of jobs. Philadelphia and New York had many people walking the streets causing the country’s first pan-handling ordinances. City jails became de facto shelter systems. Poor safety regulation caused a lot of physical disability and death. Those disabled and widows, many with dependent children had no means to provide for themselves and nowhere to turn. The 1850s brought the first documented cases of homeless youth, many of whom were kicked out of their homes because their providers could no longer afford to raise them (Thompson, Bender, Windsor, Cook & Williams, 2010). Systemic issues have been established over time. People living in generational poverty do not have the resources and support to become educated and move out of poverty. Racial divides still occur in the areas of healthcare, education, access to mortgages, access to equal paying jobs among many others (Thompson, Bender, Windsor, Cook & Williams, 2010). One approach to combat homeless was in New York City. Shelters were used to house many homeless men, women and children on the streets. In 1979, Robert Hayes brought a lawsuit against a homeless man. Through this lawsuit, he cited Article XVII which declares that the aid, care, and support of the needy are a public concern and shall be provided by the state. This lawsuit provided homeless men with shelter if they had any psychical, mental, social issues (Jannson, 2009, p. 585). Another approach to solve the problem of homelessness is to increase affordable housing. According to Milburn, Rice, Rotheram-Brous, Mallet, Rosenthal, Batterham, and Duan, in Western developed nations, the normal developmental trajectory for adolescents has been well documented. From early to late adolescence, young people increasingly move toward independence and autonomy with the relationship and/or the relative influence of families, friends, and social institutions as socializing agents shifting over time. By early adolescence, the role of family has changed while the importance of peers and friends, as well as that of teachers and others in institutional settings, increases Scope of the Problem Homelessness means not having a home, living in a place not intended for habitation, or unstably housed. Homelessness in the United States is primarily addressed by providing emergency and transitional shelter facilities that do not directly address the cause of homelessness (Culhane&Metraux, 2008). Over one million youth are without a stable residence on a given night and more than 750,000 are of school age (Tierney, Gupton, &Hallett, 2008). Tierney, Gupton, and Hallett (2008) state a little over 5 percent of all youth in America who are under 18 will experience homelessness at some point before adulthood. Estimates indicate that approximately 1.7 million youth are homeless in the United States (Oliveira & Burke, 2009). However, according to Fowler, Toro, and Miles (2009), approximately 3.5 million American youth are homeless and the number does not seem to be decreasing despite growing initiatives to stem growing rates of homelessness. Fowler, Toro, and Miles (2009) state that fund s are available for those leaving foster care with help from Chaffee Foster Care program and the states, however the states opt not to do so and fail to provides services that prevent homelessness. Thompson, Bender, Windsor, Cook, and Williams (2010), state that homeless adolescents are some of this nation’s most vulnerable youth and estimates the numbers between 500,000 to 2 million youth homeless in the U.S. Homeless youth is a rapidly growing population in the U.S. Within the scope of homelessness is immense not only in its commonness but also in the terms of its impact on young people’s psychosocial functioning (Fowler, Toro, & Miles, 2009). Homeless youth find themselves lonely and lacking emotional support as they attempt to deal with life on the streets (Thompson, Bender, Windsor, Cook, & Williams, 2010).Homeless adolescents experience mental health symptoms ranging from anxiety, ADHD, and developmental delays (Thompson, Bender, Windsor, Cook, & Williams, 2010).Slesnick, Min, Bonomo, and Prestopnik (2008), reported that only 28% of street youth reported accessing medical services, 10% accessing substance abuse treatment and 9% accessing mental health servic es. Studies suggest that 39-70% of homeless young people abuse drugs and alcohol (Thrane, Chen, Johnson, &Whetbeck, 2008). The lack of transportation and knowledge of services creates a problem for homeless youth to access services. Youth who are homeless and gay, lesbian or bisexual are one of the most disenfranchised and marginalized groups in our society (Gangamma, Slesnick, Toivessi, &Serovich, 2007). In comparison of homeless sexual minority youth with homeless heterosexual youth, 53% of the homeless gay male youth reported at least one suicide attempt compared to 32% of the general homeless male youth (Walls, Potter, &Leeuwen, 2009). The range of the housing problems among adolescents who have left foster care may be underestimated as 12% to 14% of young people experience homelessness within a few years after they leave the system (Fowler, Toro, & Miles, 2009). The need for housing placement, education, and employment are services that homeless youth lack in their lives (Fowler, Toro, & Miles, 2009). Homelessness is not only urban problem because it is also experienced in rural areas. However, compared to urban areas it is seen as invisible. When dealing with rural homelessness the same obstacles are experienced as those confronting urban youth (Skott-Myhre, Raby, & Nikolaou, 2008). Nonetheless, homeless youth are seen as inferior to service providers, law enforcement, and society. Youth homelessness presents a particular challenge for several reasons, including the fact that there is very little definitive data on the population, as this group often doesn’t interact with standard homeless assistance programs or government agencies. Lopez and Allen state that adolescents in foster care experience complex health care needs and face multiple barriers in receiving the necessary and appropriate health care services. When the adolescent ages-out of foster care at 18 or 21 years-old they are expected to make a transition to independence with no financial resources, poor access to health care, few personal and family connections and little if any support from the foster care system. This places them at risk for poor physical and mental health status, poverty, unemployment, homelessness, and incarceration. No formalized system of transition planning has yet been established to meet the needs of adolescents before discharge from the foster care system. Homeless youth are significant and several causes are frequently presented in this research.

Ethical Theories Essay

Moral dilemmas are a part of daily life and the solutions presented to them are usually dependent on the ethics that govern the individual facing them. Every person at one point in time has been faced with a moral dilemma. This can be described as the values which are used to determine the right way to handle a situation and the wrong way to go about it. Each society and community has its own moral index and in some societies, an action may be viewed tolerable or right, while the same action in another community would be viewed as intolerable and frowned upon. The moral index of a society usually goes hand in hand with religious beliefs and communities which are religiously inclined to have strict rules on what is suitable behaviour and what is not. Societies which have more secular values usually tolerate extreme or eccentric behavior. The difference in opinions of different people in what is normally right and wrong has led to the development of various ethical theories. Two of these theories are utilitarianism and duty ethics. An example of a situation which brought about different ethical stand points is the Firestone Company tire recall in 1999 and 2000. The company had discovered that its newly designed firestorm Radial ATX, ATX II and Wilderness AT tires were defective back in 1996, after 8 of the 18 times were singled out after they failed a test that tested the endurance of tires under high speed. Of the 14. 4 million tires sold approximately 6. 5 million tires had to be recalled due to defects in the details which involved the tread and one steel belt separating from the other steel belt and carcass The details has led to serious and even fatal accidents as the cars overturned when the accidents occurred while they were in motion. In an attempt to show difference between utilitarianism and duty ethics we shall consider an engineer working for the company at the time and the stand he or she would take if they subscribed to utilitarianism or duty ethics Utilitarianism can be described as an ethical theory that proposes that the action that brings good or favorable consequences to the majority is not subject to whether it is right or wrong meaning it is not subject to questioning. (Fredrick,2003) This theory was greatly championed by utilitarians such as John Stuart Mill. This theory advocates for actions that produce happiness to the greatest or largest number of people. In an ideal situation this may be possible but usually any action can produce happiness to many or a few people depending on the action. The theory does not usually advocate for the use of ethically correct actions at all times and thus actions which may be viewed as wrong sometimes bring happiness to a large group of people but the actions still remain morally wrong. An engineer subscribing to the utilitarianism way to life would have supported the company stand and the action it took. The company discovered that some tires were defective and did not recall the rest of the tires that had already been sold. This lead to accidents which caused suffering and death and it was not until an investigation into the cause of the accidents that finally forced the Firestone Company to admit liability and recall the tires. The company did not recall the tires because it feared the losses that it would face incase the tires were all defective. The company chose to protect their profits margins at the expense of their clients. (Little, 2003) As an engineer with a utilitarianism view point this action would be the best because recalling would mean great losses and downsizing in terms of job which would mean unemployment for many people working at the company affecting both them and their dependants. The duty ethics proposes that the action taken in any situation should be just and honest and respectful to all persons involved. This ethical principle advances for the upholding of principles regardless to the wrong consequences whether they will be good or bad. (Graham,2004) An engineer working for the Firestone Company would have chosen to recall all the defective tires and conducted a through investigation to the causes of the defaults without external pressure or the threat of law suits as inducement. The engineer moral compass would have guided them to make such a stand regardless to the fallout which is this case would have resulted in major losses to the company. As per the requirements of the engineering profession, this mechanical engineer was ascribed to some basic fundamental ethics and the relevant professional codes of conduct while in the jurisdiction of their duty. These are guidelines aimed at providing safety standards for the engineers while at work and the common good of the society. However, the same was objectively inadequate in the Firestone’s case. As a basic requirement, they should exercise their professional skills and also knowledge in providing contentment in the general human life. Impartiality and honesty should prevail in their service where fidelity to the public should never be compromised above that of clients and also employers. Elsewhere, engineers should pursue a continued development in their profession and bring service to their different clients without any conflict. These are the basic fundamentals of mechanical engineers whose proficiency is provided by the support of the canons of mechanical engineering. In conclusion the moral stand point taken by any individual should always be after requiring all the necessary information. This is because in every decision made, there are always individuals who love and those who benefit. As in the Firestone, the recalling decision would have resulted in loss. After careful evaluation one should decide on the decision that brings minimal losses in the involved activity.

Outline the relative strategic positions of Netflix and Blockbuster. What are the key factors that explain the ultimate Blockbuster demise? Essay

Outline the relative strategic positions of Netflix and Blockbuster. What are the key factors that explain the ultimate Blockbuster demise? (as of the time of the case) In the following assignment I will begin by giving the relative strategic positions of Netflix and Blockbuster as of January 2007. I will then outline what I believe to be the top three key factors that explain the ultimate Blockbuster demise. Strategic Positions Netflix – An outside-in company At the time of the case, Netflix was a perfect example of an outside-in thinking company. Netflix‘s strategy was very straight forward – it was to allow the best home video viewing for its customers. This was a simple and clear strategy. This strategy meant Netflix could adapt and change its model of allowing the best home video viewing for its customers as its customers habits changed. By January 2007 Netflix was fulfilling this strategy via its DVD home delivery service. By the end of 2006 we are told in the case study that Netflix had 6.6 million subscribers, a library of 70,000 different titles which were held on over 55 million DVD’s, revenues of nearly one billion and free cash flow of $64 million. The company could deliver to 90% of its subscribers within a single day. Netflix demonstrated that it listened to customer feedback from very early on. When something didn’t work they changed it until the results showed that the replacement service was working. They changed their charging model from a per-movie price to a monthly subscription, they improved their delivery service through opening more distribution centres to allow for quicker delivery and therefore improving customer service, the range of movies on offer was not being limited to new releases but was instead being broadened to offer its customers more of what they liked, the tailoring of movies to the individual and finally carefully considered partnerships and alliances to increase their customer portfolio. At the time of the case Netflix had a sound business model however the CEO, Reed Hastings, could see large-scale change was imminent and he did not want to be left behind. He could see Video-On-Demand was the future and he wanted to be ready for it. The company had already been investing tens of millions in cash in VOD for several years. This demonstrated their desire to differentiate themselves from their competitors. Netflix was evolving to meet its customer’s desires. Blockbuster – An inside-out company At the time of the case Blockbuster were playing catch up. They had spent the recent past in a very dominant and comfortable position with almost 50% of the home rental market. During the period of dominance their model worked. They were in a position which was similar to that of Kodak at the time of the early introduction of digital cameras which ultimately saw the end of Kodak’s dominance in the photographic market. (Johnson, Whittington & Scholes, 2011, pp. 308). They had been very much in the position of an inside-out company whose success had been built around â€Å"depth of copy†. (Ritson, 2010, pp. 62) The only evidence of a strategy was to copy and try to improve upon models which had already been developed by its competitors. Blockbuster did not identify any threats to its market position until it was too late, and when they did recognise the threat their response was to copy, not to innovate. Blockbuster first dismissed the concept of online rentals in 2002, but went on to launch a version of their own in 2004. Key Factors in the ultimate demise of Blockbuster 1 – Blockbuster did not take its competitors seriously. Ritson tells us that a key factor in the demise of Blockbuster was one of ignorance and arrogance. Blockbuster ignored a tiny upstart with a new business model (Netflix) which began in 1999. In an interview with Fortune magazine in 2003, Blockbuster senior management were openly dismissive of the threat posed by Netflix. They stated that their customers were more â€Å"spur of the moment renters who did not necessarily plan their movie watching in advance†. Blockbuster viewed itself as a rental outlet and Netflix as a delivery service. It did not consider Netflix as a competitor. (Ritson, 2010, pp. 62) 2 – Blockbuster was always playing catch-up. Blockbuster saw itself as competing in a different market. Ritson states that if Blockbuster had realised early enough that it was in the entertainment business instead of the home rental business it could have launched a competitor service to Netflix or perhaps even acquired Netflix. (Ritson, 2010, pp. 62) In the case study we are told that Hastings stated in 2005 that, â€Å"we’re just thankful Blockbuster didn’t enter four years ago†. Again from the case study detail we can see that when Blockbuster did eventually start competing with Netflix in 2004 it launched similar products to its competitor and tried to differentiate itself through price. In the article, â€Å"Reinventing your Business Model† we are told that, â€Å"pursuing a new business model that’s not new or game changing to your industry or market is a waste of time and money†. (Johnson, Christensen & Kagermann, 2008, pp. 56) Blockbuster missed an opportunity to leap frog its opponents and instead of trying to break new ground they simply followed what was already working for its competitors. Meanwhile its competitors were already moving on. 3 – Blockbuster did not listen to its stakeholders or strategise. Blockbuster did not listen to what its stakeholders were saying and doing. The article â€Å"Strategic Management of Stakeholders: Theory and Practice†, tells us that by â€Å"attending to important concepts emerging from the stakeholder literature†, it is possible that â€Å"top management teams can increase the robustness of their strategies†. (Ackermann & Eden, 2010, pp. 179). The article goes on to demonstrate that by mapping their stakeholders in the following way companies can see very quickly who has the relevant interest and power to influence the company’s strategic direction. Stakeholder mapping diagram Keep satisfied Manage Closely Monitor Keep informed The lack of a strategy at the time of their dominance saw Blockbuster having to give up revenue when trying to imitate their competitors – $600 million forgoing late fees to match the Netflix model as well as spending heavily on advertising when taking their version of their competitor’s products to market. This money could have been diverted early on to innovate and to remain dominant in the home entertainment market. (Pugatch, 2007, pp. 43). BIBLIOGRAPHY 1. Ackermann, Fran & Colin Eden. (2011) ‘Strategic Management of Stakeholders: Theory and Practice’, Long Range Planning 44, pp.179–196. 2. Johnson, Gerry, Richard Whittington & Kevan Scholes. (2011) Exploring Strategy, Text & Cases, Ninth Edition. Harlow: Prentice Hall Financial Times. 3. Johnson, Mark W., Clayton M. Christensen & Henning Kagermann. (2008) ‘Reinventing your business model’, Harvard Business Review, December 2008, pp. 50–59. 4. Pugatch, CB. (2007) ‘Rent this’ (Online). Available at: http://www.response-digital.com/response/200707/?pg=42#pg42 (Accessed 19th June 2013). 5. Ritson, Mark. (2010) ‘This Blockbuster is one you mustn’t miss’ (Online). Available at: http://www.marketingweek.co.uk/this-blockbuster-is-one-you-mustnt-miss/3018752.article (Accessed 19th June 2013).

Purpose of Evaluating Customer Service Policies

Manual on Module II Introduction to Hospitality By Authors Mr Murray Mackenzie School of Hotel & Tourism Management The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Hotel & Tourism Management The Hong Kong Polytechnic University Introduction to Hospitality Copyright  © The Government of the Hong Kong Special Administrative Region All rights reserved.The copyright of this manual belongs to the Government of the Hong Kong Special Administrative Region. Commercial use is strictly prohibited. Offenders will be liable to the legal responsibility. Schools need not apply for permission to copy this manual in whole or in part for non-profit making educational or research purposes. All other uses should gain prior permission in writing from the Government of the Hong Kong Special Administrative Region. Requests should be directed to the: Education Bureau 3/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai, Hong Kong i Introduction to Hospitality Acknowledgements We would like to express our gratitude to the following organizations for giving us the permission to reprint some of the pictures and /or providing us with information for completing the curriculum support package: The Association of National Tourist Office Representatives in Hong Kong, ANTOR (HK) Centre for Food Safety, Food and Environmental Hygiene Department ii Introduction to Hospitality IntroductionA set of curriculum support package of tourism and hospitality learning and teaching materials is being developed by the Personal, Social and Humanities Education Section of Curriculum Development Institute, Education Bureau for the implementation of the senior secondary Tourism and Hospitality Studies curriculum in schools. The curriculum support package is comprised of eight manuals, and they are developed to broaden students’ knowledge of the eight different units of the Tourism and Hospitality Studies curriculum.The content of this manual – Introduction to Hospitality, should enhance students’ understanding of the dynamic nature of the tourism and hospitality industry. In addition, the manual includes activities to deepen students’ understanding and help them to apply theories and concepts. Furthermore, students should be able to develop enquiry, problem-solving and decision-making skills through these activities. All comments and suggestions related to this curriculum support package may be sent to: Chief Curriculum Development Officer (PSHE) Personal, Social and Humanities Education Curriculum Development InstituteEducation Bureau 13/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai Hong Kong April 2009 iii Introduction to Hospitality Table of Contents 1 Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1 1. 1 Introduction to Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 1 1. 1. 1 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 3 1. 1. 3 2 The Nature of the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 1Relationship between the Hospitality Industry and Tourism †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 3 Accommodation Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 6 2. 1 Introduction to th e Accommodation Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 2. 1. 1 2. 2 Classification of Accommodation Establishment †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 Introduction to the Hotel Operations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 12 2. 2. 1 Hotel Ownership †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2 2. 2. 2 The Functions and Departments of a Hotel †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 15 2. 2. 3 Introduction to the Rooms Divisi on †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 17 2. 2. 4 Front Office Operations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 2. 2. 4. 1 Guest Cycle †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 2. 2. 4. 2 Front Office Department †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 22 2. . 4. 3 Types of Hotel Guest †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 36 2. 2. 4. 4 The Accommodation Product †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 37 2. 2. 5 Housekeeping Operations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 41 2. 2. 5. 1 2. 2. 5. 2 In-room Guest Supplies and Amenities †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 49 2. 2. 5. 3 Room Status Codes†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 50 2. 2. 5. 4Types of Guest Requests †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 52 2. 2. 5. 5 3 Housekeeping Department †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 41 Security Procedures †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 55 Food and Beverage Sector †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 57 3. 1 Introduction to the Food and Beverage Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 57 3. 1. 1 Food and Beverage Operations (Hotel)†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7 3. 1. 2 Classification of Food Service Establishments †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 78 iv Introduction to Hospitality 3. 1. 3 3. 2 3. 2. 1 Types of Food and Beverage Services †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 82 Food and Beverage Service Principles †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 86 Basic Knowledge of Menus, Food and Beverage Services and Kitchen Operations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦. 86 3. 2. 2Ambience of an Establishment †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 98 3. 2. 3 Menu Planning and Design †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 110 3. 3 4 Food Safety and Personal Hygiene†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 117 The Role of Technology in the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 240 4. 1 The Development of Technology in the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 240 4. 1. 1 The Importance of Employing Up-to-date Information Technology †¦Ã¢â‚¬ ¦Ã¢ € ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 40 4. 1. 2 The Ways Technological Changes Improve the Operational Efficiency of the Hospitality Industry for Customers, Tourists and Staff †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 242 4. 1. 3 The Property Management System (PMS) in Hotels†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 243 References †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 246 v Introduction to Hospitality 1 Hospitality Industry 1. 1 Introduction to Hospitality Industry 1. 1. 1 The Nature of the Hospitality Industry What is the meaning of HOSPITALITY? There have been different definitions of Hospitality.Broadly speaking, Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink an d accommodation. A contemporary explanation of Hospitality refers to the relationship process between a guest and a host. When we talk about the â€Å"Hospitality Industry†, we are referring to the companies or organisations which provide food and/or drink and/or accommodation to people who are away from home. However, this definition of the â€Å"Hospitality Industry† only satisfies most situations. Can you think of any circumstances where the phrase â€Å"away from home† would not be accurate?Resort hotel 1 Introduction to Hospitality ACTIVITY 1 In groups, consider the hospitality industry in Hong Kong. Discuss the different sectors in the hospitality industry. (Hint: A sector of hospitality industry can be profit-making or non-profit-making. ) You may also give the names of some companies in the hospitality industry. One example has been given in the table below. Work on the table to see which group in your class comes up with the most appropriate examples. H ospitality industry in Hong Kong Sector Products/services provided Example Name of company/ organisation Food and BeverageFood and drink Fast food McDonald’s ACTIVITY 2 Look at the table that your group has just completed and compare the answers with other groups. Have you been to any of the above companies or organisations? What services did you receive from them? Were you satisfied with the way you were treated by the company or its staff? Did they understand what services you wanted? Did they provide what you wanted quickly and accurately? Was the staff member friendly or rude? Based on the discussion above, suggest five qualities or traits that a successful staff member in the hospitality industry should possess.Do you or your group members possess any of these qualities or traits? 2 Introduction to Hospitality 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry In Activity 1, we learned about different types of products and services provided by the hos pitality industry. The physical products of hospitality, e. g. food and drink in a restaurant or the actual hotel room, are products that are sold at a price to the guests or customers (e. g. the price a guest paid for renting a hotel room, or the price a customer paid for buying a meal in a restaurant). These are often regarded as the TANGIBLE aspects of hospitality.However, our experience of the hospitality industry does not only rely on the tangibles. Think about your experience of being a customer in a restaurant or a guest in a hotel. What else, apart from the food in restaurants and the facilities in hotel rooms, do you think can make your hospitality experience more enjoyable and satisfied? A successful hospitality business does not only count on its products and services, but also how they are delivered. The qualities of staff and the way they deliver the service are often more important than the tangible products in making a hospitality experience satisfactory or unsatisfac tory.We call these the INTANGIBLE aspects of hospitality. Can you think of any INTANGIBLE aspects of the hospitality industry? 1. 1. 3 Relationship between the Hospitality Industry and Tourism As we have seen, the hospitality industry includes hotels and restaurants, as well as many other types of organisations or institutions that offer food, drink, shelter and other related services. These products and services are offered not only to people away from home, but also to local guests. A manager in the hospitality industry, therefore, must keep in mind the following three objectives: 1. Making the guests feel welcome personally . Making things work for the guests 3. Making sure that the operation will continue to provide service and meet its budget Apart from local guests, can you think of any other guests who may need services and products provided by the hospitality industry? 3 Introduction to Hospitality ACTIVITY 3 Now work in pairs and follow the instructions below: Tourist A â⠂¬â€œ You are an 18-year-old student from Beijing. You visit Hong Kong for the first time with your cousin who is also from Beijing this summer. As you are a student, you travel on a budget and are planning to come to Hong Kong round trip by train.You plan to stay in Hong Kong for 5 days/4 nights. Tourist B – You are a businessman from Sweden. Your company is a car manufacturer. You come to Hong Kong for an international automobile exhibition. You will fly to Hong Kong and stay for two nights before you fly to Singapore for another business meeting. You will stay in Singapore for two nights before going home. In two minutes, write down as many as possible of the products and services you would require from the different sectors of the tourism industry for your trip. Compare your answers with those of your partner.Do you have different or similar answers? How many of the points you jotted down are similar to those of your partner? Fill in the following table: A young student ( Tourist A) A business traveller (Tourist B) In Activity 3 we learned there are different kinds of tourists. Regardless of what type of tourist they are, they all need shelter and food and drink – the basic hospitality services – at ALL points of the tourism cycle, not just at the destination. This is why hospitality can be referred to as one of the principal dimensions in tourism, along with transportation, specialist shops and leisure activities.Unlike tourism, hospitality, however, serves both tourist and non-tourist needs. To enhance your understanding of the relationship between the hospitality and tourism industry, complete Activity 4. 4 Introduction to Hospitality ACTIVITY 4 The following diagram shows the relationship between the hospitality and tourism industry. Can you think of more services with examples to add to the diagram? Hospitality Industry Tourism Industry Hospitality Institutional/ Welfare Catering e. g. Hospital Catering Commercial Accommodation Ser vices e. g. Hotels, Guest HousesTransportation services e. g. Car Rental, Airlines In Activity 4 we learned the hospitality industry is a part of a wider group of economic activities called tourism. In addition, not all hospitality businesses are profit-making business. In this Unit, we have learned that there are two main business sectors in the hospitality industry: ? Accommodation – To provide accommodation (and usually food and drink) to people who for whatever reason are away from home ? Food and beverage – To provide food and beverage to local, commuting, transient customers and touristsThese two sectors will be covered in more detail in Units 2 and 3 respectively. 5 Introduction to Hospitality 2 Accommodation Sector 2. 1 Introduction to the Accommodation Sector 2. 1. 1 Classification of Accommodation Establishment Guestroom There is no generic rule for classifying accommodation establishments globally. One method is to divide accommodation into two main groups: ? ? Non-commercial Commercial Accommodation Non-commercial Commercial Hotels Private e. g. Private Home Non-profit e. g. Shelter Institutional e. g. University Figure 1: Accommodation structure 6 Introduction to HospitalityThe Hotel Proprietors Ordinance Chapter 158 provides a clear definition of a hotel: Hotel means an establishment held out by the proprietor as offering sleeping accommodation to any person presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received. As Hotel is the predominant type of commercial accommodation in Hong Kong, we, therefore, will discuss in depth about how hotels can be classified. Hotels can be classified by: ? Location: e. g. city centre hotels, suburban hotels, airport hotels and highway hotels/motels ? Function: e. g. ommercial hotels and convention hotels ? Market segment: e. g. resorts, health spas, timeshares/vacation ownership and casino hotels ? Dist inctiveness of property: e. g. all-suite hotels, boutique hotels, extended-stay hotels, historic conversions and bed and breakfast inns ? Price and staff/room ratio ? Size: e. g. under 150 rooms, 151-300 rooms, 301-600 rooms, more than 600 rooms ? Rating (grading) : e. g. one-star to five-star or one-diamond to five-diamond In 2008, the Mobil Travel Guide used its own rating system to give awards to some hotels in Hong Kong, Macau and Beijing. Below is an excerpt from the following web link: ttp://stars. mobilinternationalratings. com/stars â€Å"Mobil Travel Guide, now in its 51st year as one of the oldest and most respected inspection and ratings system in the world, is pleased to announce its 2009 Four- and Five-Star Winners. Representing a landmark in the company's history, 2009 is the first year that international cities have been rated and received Star Awards, and the winners from Beijing, Hong Kong, and Macau are included. In November, Hong Kong and Macau were awarded with the most Mobil Five-Star rated hotels and spas for a given city in the history of the company. † 7 Introduction to HospitalityACTIVITY 5 With the aid of the above web link, list the five-star hotels and spas in Hong Kong as awarded by the Mobil Travel Guide in November 2008. ACTIVITY 6 The Hong Kong Tourism Board (HKTB) has developed its own hotel classification system. Look up the information from the PartnerNet website (http://partnernet. hktb. com/pnweb/jsp/comm/index. jsp) and answer the following questions: a) How does HKTB define the hotels in Hong Kong? b) Does HKTB make public the listing of hotels by category? The following chart shows various types of accommodation used by travellers and their respective characteristics:Name(s) City centre hotels Characteristics These hotels are located within the heart of a city. The type may vary greatly from business, suites, residential, economy, mid-scale to luxury. Local example: ____________________ Suburban hotels Suburban ho tels tend to be smaller properties which usually provide full-service, and locate in suburban area. Local example: ____________________ These hotels are designed especially to accommodate air travellers. They offer a mix of facilities and amenities. The majority offer guests transportation to and from the airport.Local example: ____________________ Airport hotels They are designed for overnight stays for car travellers, often with very Highway hotels/Motels basic facilities. The rooms usually have direct access to an open parking lot. They are often smaller than most hotels. They are located on the outskirts of towns and cities. Local example: ____________________ Convention hotels These hotels can have 2000 rooms or more. In addition to accommodation, they provide extensive meeting and function space for holding conventions. There are banquet areas within and around the hotel complex.Most of them provide an in-house laundry, a business centre, airport shuttle service, and 24-hour r oom service. They are often in close proximity to convention centres and other convention hotels. Local example: ____________________ 8 Introduction to Hospitality Commercial They are located in downtown areas. They tend to be smaller than convention hotels. Meeting and function space are smaller, and there hotels are fewer banquet areas. Local example: ____________________ Resort hotels These hotels are located in picturesque, sometimes remote settings. Guests travel long distance to resorts. Usually, they tend to stay longer.Resorts typically provide a comprehensive array of recreational amenities, as well as a variety of food & beverage outlets ranging from informal to fine-dining restaurants. Local example: ____________________ Spa hotels They are located in resort-type settings or as part of city spa hotels. They provide accommodations, spa treatments, programs and cuisine. Programs offered vary widely. They may include relaxation/stress management, fitness, weight management, grief/life change and pilates/yoga. Spas have professional staff that often include dieticians, therapists, masseurs, exercise physiologists, and in some cases, physicians.Local example: ____________________ Timeshares/ This is a type of shared ownership where a buyer purchases the right to use the property for a portion of each year. In many cases, when the Vacation timeshare is purchased, the buyer receives a deed. This indicates that ownership the buyer can use the property each year at the time specified for the number of years based on the deed and the purchase can be handed down to the buyer’s heirs. Local example: ____________________ Casino hotels They have gambling operations which are the major revenue centres. They also provide live entertainment.A wide variety of luxury amenities, hotel services including fine and casual dining and shopping centres are typically available on site. Local example: ____________________ All-suite hotels The guest rooms in these hotels are larger than normal hotel rooms, with separate areas for working, sleeping and relaxing. A living area or parlour is typically separated from the bedroom, and some properties offer a kitchen set-up in the rooms. The amenities and services can vary widely. They can be found in various locations such as urban, suburban, or residential. Local example: ____________________ 9 Introduction to Hospitality Boutique otels Boutique hotels differentiate themselves from traditional hotels and motels by providing personalized accommodation and services/facilities. They are sometimes known as â€Å"design hotels† or â€Å"lifestyle hotels†. The price varies greatly. They are very different in their â€Å"look and feel† from traditional lodging properties. They are more intimate, and, perhaps, more luxurious, and stand out as an individual. The amenities vary greatly depending on what the hotel’s environment and theme chosen. For example, a boutique hotel may not of fer Wi-Fi Internet, air conditioning, or cable/pay TV if it is focus on comfort and solitude.Local example: ____________________ Extendedstay hotels/ Serviced Apartments These properties cater to guests who stay for an extended period. They usually offer full kitchen facilities, shopping services, business services and limited housekeeping services. Local example: ____________________ Historic conversion hotels These properties have historic significance. They have been converted into lodging establishments with retention of their historic character. Local example: ____________________ They are usually family-owned. They are private homes whose owner Bed and ives on or near the premises and rents out rooms to overnight guests. breakfast inns (B) The paid accommodation typically includes breakfast. A popular term is â€Å"B (i. e. bed and breakfast provided). The host often provides guests with assistance regarding directions, and information regarding the local area including sight seeing suggestions. It is usually located in rural areas and villages. Local example: ____________________ Guest houses Guest houses are similar to bed and breakfast inns. They range from low-budget rooms to luxury apartments. They tend to be like small hotels in bigger cities.Though the facilities are limited, most rooms are air-conditioned with en-suite shower and toilet. Local example: ____________________ Hostels They are very cheap accommodation. The sleeping arrangements are usually in dormitory style and there may also be self-catering facilities on site. Local example: ____________________ They are bedrooms on a ship or train for passengers. Local example: ____________________ Villas/Chalet They are self-catering accommodation in a private bungalow, usually rented to prestigious or renowned guests. In many cases, it refers to a s (usually small cottage with an overhanging roof in a seaside resort, e. . beach found in houses. skiing and Local example: ____________________ bea ch resorts) Cabins 10 Introduction to Hospitality ACTIVITY 7 Based on the characteristics of various types of accommodation listed above, browse the website and fill in a local example. In Activity 7 we learned that a hotel may fall under more than one classification. For example, The Landmark Mandarin Oriental, Hong Kong is a luxury city centre and spa hotel. In addition, different types of hotel will offer different kinds of products and services for their guests and will be run differently to meet their guests’ needs.A luxury hotel may provide more personalised services and facilities that may not appear in a limited-service hotel. Examples include high-speed broadband Internet access, LCD televisions, DVD/CD home entertainment sound systems, 24-hour butler service and in-room dining, and 24-hour concierge and business services. 11 Introduction to Hospitality 2. 2 Introduction to the Hotel Operations Hotel swimming pool Hotel fitness centre 2. 2. 1 Hotel Ownership Another way to classify hotels is by their ownership, which can be: ? Private An independent hotel owned by a person/partnership/private company e. . Shamrock Hotel ? Local group Several hotels owned by a local company e. g. Harbour Grand Hong Kong, The Kowloon Hotel, Harbour Plaza Hong Kong, Harbour Plaza Metropolis, Harbour Plaza North Point and Harbour Plaza Resort City are all owned by Harbour Plaza Hotels & Resorts ? International group A hotel which is part of an international chain of hotels e. g. JW Marriott Hotel Hong Kong is part of the Marriott International, Inc. 12 Introduction to Hospitality Hotel management Hotels can be operated in one of the following ways: ? Independently owned and operatedThese can be independent hotels, with no affiliation, that are being managed by the owners of the properties. ? Management contract Management contracts are hotel management companies which operate properties owned by other entities. In some cases, the hotel owners may arrange to run the ir properties through a management contract with a company that specialises in managing hotels. The reason for this is that the owner may not: – Have the necessary expertise – Desire to become involved in the operation of the hotel Benefits for the hotel management company: – Little or no up-front financing or equity involved Manage the property for the contract period such as five, ten or twenty years – Receive a management fee during the contract period ? Franchising Some investors prefer to use the franchising concept in running the hotel. Franchising in the hospitality industry is a concept that: – Allows interested investors to use a company’s (the franchisor) name and business format – Is made up of properties where the franchisees agree to run the hotel in accordance with the strict guidelines set by the franchisor – Allows a company to expand more rapidly by using others’ capital Benefits for the franchisee: Obta in from the franchisor the expertise in doing business such as site selection, planning, pre-opening training, operations manuals, information management, central reservation system, field support, quality control, purchasing, advertising, marketing, new products and concepts – The franchisee has complete control and responsibility over the daily operation of the property In return, the franchisor receives a joining fee and an ongoing fee from the franchisee. 13 Introduction to Hospitality ? Referrals Referral associations, e. g. Leading Hotels of the World (LHW), offer to hotels similar benefits as franchising, but at a lower cost.Some hotels choose to become a referral property. This means that the property is being operated as an independent hotel in association with a certain chain. These hotels refer guests to one another’s properties and share a centralised reservation system, a common logo, image, or advertising slogan. Hotels pay an initial fee to join a referr al association and further fees are based on services required. As the property has already been physically developed, the owner may want assistance only with marketing, advertising, management, or reservation referral.In addition, guests may find more variation among the referral properties as size and appearance standards are less stringent than those in a franchise agreement. However, every hotel is assessed and checked regularly to ensure that it maintains the highest standards. ACTIVITY 8 State two drawbacks for a franchisee joining a franchise company. ACTIVITY 9 Browse the website and find out two international hotel chains that provide management contract and franchising services to the hotel owners. 14 Introduction to Hospitality 2. 2. 2 The Functions and Departments of a HotelThe day-to-day operations of a hotel are the key factors determining the success or failure of its service. It is necessary to understand the structure of hotels in order to get an overview of how the organisation fits together. General Manager Resident Manager Rooms Division Engineering Security Human Resources Food & Beverage Sales & Marketing Accounts Figure 2: Major departments of a five-star hotel Regardless of the size of a hotel, the organisational structure will be basically the same. It is usually divided into several distinct departments, each responsible for a particular area of work.The larger the hotel is and the more facilities it offered, the more specialised the departments become. For example, the front office and housekeeping department are under the control of the director of rooms. The duties of key executives 1. General Manager The main responsibilities of the general manager (GM) include: ? Providing leadership to the management team ? Coordinating the work of all departments ? Participating in the formulation of hotel policies and strategies ? Leading the hotel staff in meeting the financial, environmental and community responsibilities Assuming full respo nsibilities for the overall performance of the hotel 2. Resident Manager The main responsibilities of the resident manager include: ? Holding a major responsibility in developing and executing plans developed by the owner(s), the general manager and other members of the management team ? Checking on operations, providing feedback and offering assistance when needed ? Completing, reviewing and summarizing statistical reports and sharing them with the general manager ? Assuming responsibilities for the daily operations and management of the hotel 5 Introduction to Hospitality Functions of major hotel departments 1. Engineering The engineering department is responsible for maintaining the physical plant of the hotel such as electricity, plumbing, air conditioning, heating and elevator systems; and for overseeing all mechanical and technical conditions of the hotel. 2. Security Security is an important concern in every hotel. The security department is responsible for implementing proce dures which aim at protecting the safety and security of hotel guests, visitors, hotel employees and the hotel itself.Examples include monitoring surveillance equipments, patrolling the hotel premises and maintaining security alarm systems. 3. Human Resources The human resources (personnel and training) department is responsible for hiring, orientation, training, wages and benefit administration, labour relations, employee relations, and staff development. 4. Food and Beverage The food and beverage (F) department provides food and beverage services to the hotel guests and visitors through a variety of outlets and facilities/services.Examples include lounge, bar, coffee shop, restaurants, banquet service, room service (also called in-room dining) and cake shop. 5. Sales and Marketing The main functions of the sales and marketing department involve generating new businesses for the hotel, coordinating advertising, as well as sales promotions and public relations activities aiming at e nhancing the hotel’s image. 6. Accounts The accounts department is headed by the financial controller who, as a key member of the management team, can guide the hotel to an increasing profitability through better control and asset management.In addition, this department is responsible for monitoring all of the financial activities of a hotel. Examples include overseeing accounts receivable, accounts payable, payroll, and cost control systems of the hotel; keeping records of assets, liabilities and financial transaction of the hotel; preparing the monthly profit-and-loss statement, coordinating with purchasing department and information technology department, and handling guests’ inquiries about billing. The functions of Rooms Division will be covered in detail in Unit 2. 2. 3. ACTIVITY 10Browse the website and find a five-star hotel in Hong Kong/Macau that has a video in English and Chinese promoting its services and facilities to the guests. 16 Introduction to Hospita lity 2. 2. 3 Introduction to the Rooms Division Rooms Division Front Office Department Housekeeping Department Figure 3: Organisation of the rooms division The main source of income for most hotels comes from the rooms division and the food and beverage department. In general, the rooms division comprises two major departments, the front office and housekeeping, which are involved in the sales or services of rooms to guests.The director of rooms is responsible to the general manager for the effective leadership and smooth operation of all departments that make up the rooms division. Front desk counter 2. 2. 4 Front Office Operations The front office is the nerve centre or hub of a hotel. It is the department that makes the first and last impression on the guests, and the place that guests approach for information and service throughout their stays. 17 Introduction to Hospitality Front desk clerk The three main functions of the front office are as follows: 1. Selling rooms 2.Maintain ing balanced guest accounts 3. Providing services and information to guests 2. 2. 4. 1Guest Cycle The operation of the front office department is mainly determined by the type and number of guest transactions which take place during the four different phases of the guest cycle as shown in Figure 4 and listed below: ? Pre-arrival The stage where the guest makes room reservation. ? Arrival The point when the guest arrives at the hotel. ? Occupancy The period during which the guest stays in the hotel. ? Departure The point when the guest checks out and leaves the hotel. 8 Introduction to Hospitality Figure 4: The guest cycle Complete Activity 11 to enhance your understanding of the various types of transactions and services which may occur between the guest and the hotel during different phases of the guest cycle. 19 Introduction to Hospitality ACTIVITY 11 Determine at which stage(s) of the guest cycle the following guest transaction or service could occur. a) Fill in the Answer column below with the correct alphabet (A-D) which denotes the four different stages of the guest cycle. A – Pre-arrival B – Arrival C – OccupancyD – Departure The first one has been done as an example for you. No. Guest Transaction or Service Answer(s) 1. Reservation A 2. Mail and information 3. Transportation 4. Telephone call and message 5. Check-in and registration 6. Flight confirmation 7. Room assignment 8. Safe deposit 9. Issuing of key 10. Baggage handling 11. Maintaining guest account 12. Bill settlement 13. Issuing of breakfast coupon 14. Currency exchange 15. Wake-up call 16. Check-out 17. Booking of theatre ticket 20 Introduction to Hospitality b) When you complete studying this section – 2. 2. Front Office Operations, try this activity again by filling in your answers using the guest cycle provided below. In Activity 11, we have learned that different types of guest transactions and services could occur in the four different phases of the gu est cycle which are being handled mainly by the front office department. The following will explain how different sections of the front office department are being organised to handle these guest transactions. 21 Introduction to Hospitality 2. 2. 4. 2 Front Office Department Front Office Manager Assistant Front OfficeManager Assistant Manager Telephone Services Manager Reservations Manager Front Desk Manager Guest Relations Telephone Supervisor Reservations Supervisor Front Desk Supervisor Telephone Operator Reservations Clerk Front Desk Clerk Chief Concierge Baggage Supervisor Baggage Porter Executive Floor Manager Senior Airport Representative Executive Floor/Business Centre Airport Representative Door Attendant Parking Parking Attendant/Driver Attendant Figure 5 Front office organisation chart of a large hotel Figure 5 shows an organizational chart for a front office.This illustrates the structure and lines of communication which operate within the front office. The front office department is headed by the front office manager (FOM) whose main duty is to enhance guest services by constantly developing services to meet guests’ needs. The FOM performs the following duties: ? Monitoring reservation status ? Looking over market mix and preparing occupancy forecasts ? Determining rate structures and supervising implementation of rate policies ? Reviewing previous night’s occupancy and average room rate ? Reviewing arrivals and departures for the day and the next day ?Making staffing adjustments needed for arrivals and departures ? Reviewing the VIP list, checking VIP rooms, meeting VIPs and entertaining them 22 Introduction to Hospitality (1) Telephone The telephone department is headed by the telephone services manager. The telephone supervisor and telephone operator process all incoming and outgoing calls through the hotel switchboard. Staff in this department generally possesses good language and communication skills. The members need to: ? Prov ide general information regarding the hotel or local attractions to guests over the telephone Place international calls, morning calls and wake-up calls as required by guests ? Administer the paging system of the hotel, which provides a communication service between certain hotel staff and management staff who are not always in their offices ? Administer the in-room movie system of the hotel ? Stay familiar with the names of Very Important Persons (VIPs) in the hotel ? Protect guest privacy by not disclosing room number, guest information and reporting suspicious person ? Communicate weather emergency to management, engineering, security and guests ?Perform the role of communications centre in the event of emergency In order to provide better service, some hotels have introduced the â€Å"one-stop service† with all guest requests being carried out through the telephone department. For example, if a guest called in and wanted to place a booking with the coffee shop, the line w ould be transferred by the telephone operator to the coffee shop in the past. With the â€Å"one stop service†, the telephone operator will take the booking for the guest. This can speed up the booking process and leave the guest a better impression. 2) Reservations The reservations manager takes charge of this section and makes decisions on whether room reservations/bookings should be accepted when the hotel is fully booked. That is, to stop taking room reservations or to allow overbooking of rooms. The reservations supervisor will monitor closely all the room reservations taken and report to the reservations manager when abnormal situations happen. For example, there is a larger number of room cancellations than usual. The reservations clerk will: ? Handle reservation request and prepare reservation confirmation slips ?Request guests to confirm or guarantee their room reservations ? Keep records of the details of each reservation and the number of room reservation taken for each night ? Provide the front desk with details of room reservation due to arrive the next day ? Prepare VIP lists ? Update guest history records Reservations may originate from different sources: ? Direct reservation via telephone, fax, letter, e-mail or Internet ? Reservation network systems such as Leading Hotels of the World (LHW) ? Travel agents ? Tour operators ? Meeting planners ? Walk-in 23 Introduction to HospitalityWhen a reservation request is accepted, the details of the room reservation such as guest name(s), staying period, room type and rate, method of payment, guest contact information and special requests will be recorded on a reservation form, as shown in figure 6, and in the computer. It is common practice for hotels to overbook during peak season in order to ensure full occupancy as some guests are likely not to show up. Overbooking refers to a situation when the hotel takes more reservations than the number of its rooms to accommodate. Therefore, reservations clerk will request guests to guarantee their booking during peak season.For guaranteed reservation, hotel will hold the room for the guest overnight or during the guaranteed period as the guest has prepaid for the room and no refund will be given if the guest does not show up. By contrast, a non-guaranteed reservation means that the hotel will hold the room until a stated cancellation time, normally up to 6 p. m. on the arrival date and then release the room for sale if the guest does not arrive. 24 Introduction to Hospitality RESERVATION FORM ________ ____________________ Title ___________________ Surname First Name __________________ Second Name Arrival Date: Departure Date: Flight/Time:Flight/Time: No. of Persons: No. of Rooms/Room Type: Room Rate: _____________________________________ Corporate Discount Travel Agent Airline Discount Discount Courtesy Package Discount Transportation Required: Airport to Hotel Hotel to Airport Round Trip Billing Instruction: Guest A/C Room on Comp any All Expenses on Company Other: __________________ Guaranteed By: Company letter/fax/e-mail Fax Deposit Credit Card No. : ________________________________ Expiry Date: ____________ Company Name: Telephone/Fax no. : Reserved by: E-mail Address: Confirmation: Yes/No Remarks: Approved by: Taken by: Date: Figure 6:Reservation form 25 Introduction to Hospitality (3) Concierge The concierge comprises of a large group of uniformed staff, including: ? Chief Concierge ? Airport Representative ? Driver ? Parking Attendant ? Door Attendant ? Baggage Porter ? Baggage Supervisor The chief concierge is the overall in charge of this section. He/she normally works at a desk in the main foyer. The following guest services are provided by the concierge: ? Providing information/advice on hotel products/services, entertainment, attractions, sightseeing tours and local restaurants ? Confirming airline passages and purchasing airline tickets Reserving tables at restaurants and tickets to shows ? Arran ging the hire of hotel limousine and other transportation service such as a private jet ? Handling guest requests and inquiries, e. g. shopping request and an inquiry concerning the direction to a local bank Airport Representative Duties include: ? Greeting hotel guests at the airport ? Arranging hotel transportation for guests from the airport to the hotel ? Answering inquiries from guests about the different means of transportation available from the airport to the hotel such as airport express train, airport shuttle and bus ?Taking hotel room bookings ? Assisting departing guests at the airport ? Liaising with airlines for special arrangements such as wheelchair for guests and the handling of guest baggage lost by the airlines Driver Duties include: ? Taking guests to and from the airport ? Acting as personal driver for guest upon request such as taking guest to his office or for sightseeing tour Parking Attendant Duties include: ? Parking cars for guests patronising the hotel ? Assisting the door attendant in ensuring that traffic at the main entrance is smooth 26 Introduction to Hospitality Door Attendant Duties include: Greeting all new arrivals ? Providing door service to guests ? Summoning baggage porter to assist arriving guests ? Calling taxis and providing the hotel address card for guests ? Paying taxi fare on behalf of the hotel guests who do not have local currencies ? Directing traffic and parking of vehicles at the main entrance In general, the door attendant works outside the hotel’s entrance. Hotel entrance Baggage Porter (Bell Attendant) Duties include: ? Handling guest baggage in and out of the hotel ? Escorting check-in guests from the front desk to their rooms and introducing facilities in the room Running errands for the executive office and hotel guests such as going to the post office buying stamps/sending parcels, doing grocery shopping and obtaining visa to China for guests ? Delivering to guest room newspapers, mail, fax, mes sage and parcel, etc ? Handling storage of guest baggage/belongings for late check-out, next arrival or outsiders to pick up Baggage Supervisor (Bell Captain) Duties include: ? Answering telephone calls from guests regarding luggage pick up from room ? Assigning baggage porter to handle the guest baggage ?Receiving guest article, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the guest room ? Handling guest requests for postal services such as collecting the postage fee of sending a parcel from the guest 27 Introduction to Hospitality (4) Front Desk (Reception) The front desk is headed by the front desk manager whose main duty is to ensure that the hotel achieves the highest possible level of room occupancy and the maximum revenue. Front Desk Supervisor (Reception Supervisor) Duties include: ? Overseeing the smooth running of the front desk ? Compiling duty roster Greeting important guests (VIPs) ? Assigning rooms to guests ? Dealing with group arrivals ? Handling guest requests such as room change and complaints not being able to be handled by subordinates Front Desk Clerk (Receptionist) Duties include: ? Greeting the guest ? Providing information and promoting hotel facilities and services to guests ? Checking in the guest ? Maintaining guest account ? Checking out the guest ? Administering the safe deposit system of the hotel ? Providing foreign currency exchange service to guest Registration (Check-in) The purposes of registration include the following: Recording the arrival of guest ? Confirming the personal details of guest ? Satisfying legal requirements Stages of registration ? Preparing for guest arrival such as check for arrivals with special requests ? Greeting the guest ? Determining the room rate and assigning room ? Assisting guest to complete the registration form ? Checking guest’s method of payment ? Handing over mail, message, article received before guest arrival and breakfast coupon (if app licable) to guest ? Issuing room key to guest ? Escorting guest to the room and introducing room facilities as required by individual hotelFigure 7 shows the sample of a completed registration form. During the process of registration, the front desk clerk will request to see the guest’s identity card or passport to check if the guest is an alien, for verification purpose. When all formalities are completed, the front desk clerk will issue the room key to the guest. The baggage porter will then take the guest’s baggage and escort the guest to the guest room. 28 Introduction to Hospitality Guests who arrive at the hotel without having made a reservation are known as walk-ins. It is common practice for hotel staff to obtain from the guest a ubstantial deposit or credit card imprint before checking the guest into the hotel. ACTIVITY 12 Mr Christie, a walk-in guest, will stay in your hotel for one night only and will be fully responsible for all charges incurred. As a front desk clerk, how would you explain to the guest that you have to collect one night room rate (HK$2,000. 00) + 10% service charge + prevailing government room tax (e. g. 3%) + an extra HK$ 1,000. 00 for hotel signing privileges from him as the deposit for check-in? 29 Introduction to Hospitality Registration Form Guest Name: Welcome to Parkside HotelMr. Brent David Ritchie Number : 8200 River Road Date of Birth: 11 Oct 77 Nationality: Canadian Passport No. : Address: Room 1718 JP089556 Richmond BC Canada V6X 3P8 Tel/Fax No. : E-mail Address: [email  protected] com Destination: Engineer Arrival Date: 12 Sep 07 Flight/Time: Occupation: Next CX839/20:55 Company Name: Canada Departure 14 Sep 07 Date: CX838/16:35 Flight/Time: Room Type: Deluxe Suite No. of Nights: 2 Room Rate: $2300 (HKD) No. of Guests: 1/0 Room rate is subject to 10% (Adult/Child) Service Charge & 3% Government Tax Payment Method: VISA MASTER CUP AMEX CASH JCBDINERS OTHERS: ____________________ Guest Signature: Brent D . Ritchie I understand that the guest signature on the registration form is authorized for use of the credit card on the file for payment of my account for this and future stays. I agree that my liability for this bill is not waived, and agree to be held personally liable in the event that the indicated person, company, or other third party billed fails to pay part or all of these charges. Express Check Out Service: I hereby authorize Parkside Hotel to charge my credit card for all expenses pertaining to my stay. *Express