The Hospitality Industry In Practice - Titanic Hotel Visit

• Hospitality
• Further Education (Key Stage 5)

Hospitality Industry in the Real World

Titanic Hotel

Titanic Museum

Our Learning Outcomes for Today

• Application of Concepts

We want to look for real life examples of topics we have covered in class

1. Examples of good customer service 
2. Importance of good presentation
3. Stages of service to customers.

Where are we going?

11am -12pm - Titanic Hotel

• Staff Talk and Tour of Front and Back of House

12 -12.45pm - Lunch

1pm - 1.45pm - Titanic Museum

• Talk on Customer Service & Hospitality Spaces

1.45pm - 2.15pm - Titanic Museum Gallery Tour

Our Approach

During our tour, we need to change the way we are thinking.

We want to be thinking as people seeking opportunities.

• Opportunities to learn

 Look at the pieces of work we have completed. How do they fit within the hospitality industry.

• Opportunities for careers or part time jobs.

Who/What Departments will we see today within the hotel and museum? 

1. Concierge & Front Desk

The 'face' of the hotel

• The first people to welcome us
• They help us check in to our room.
• They must have great knowledge of facilities and local area

Learning Outcomes!

We can see our learning outcomes in action here!

1. Good customer service.

2. Importance of personal presentation

3. Stages of service - They will have a routine process for checking in and out of guests.

In pairs, discuss what type of questions a receptionist at a hotel might need to answer.

Food and Drink

2. Bars, Restaurants and Room Service

• The majority of hotel guests will eat at least 1 meal at the hotel.
• This is an area of the hotel with many staff members

Learning Outcomes!

We can see our learning outcomes in action here!

3. Stages of service - There will be a big focus on the order of food service here.  Keep an eye out for staff following this:

- Seating & Greeting People

- Showing Menus

- Offering Drinks

- Taking Orders

- Changing cutlery

- Serving Food

- Clearing Plates

- Offering Dessert

- Bringin the bill

In pairs, discuss and list job roles within the food and drink department of a hotel.

Back of House

3. Reservations, Housekeeping, marketing, accounts, maintenance and security.

• Usually have less face to face interaction with guests.
• But there are still a lot of opportunities for a variety of jobs and roles in this area.

Learning Outcomes!

We may not see anyone from back of house.

However, if we do keep an eye out for

Personal Presentation - Do they have a uniform?

4. Events & Banqueting

• This is an area we will possibly see in the hotel and museum.

• A team who run conferences, events and banquets.

• Involves food, drink and planning

Learning Outcomes!

We can see our learning outcomes in action here!

For me, this is the most exciting area of the hotel and requires the most  largest variety of skills!

1. Good customer service.

2. Importance of personal presentation

3. Stages of service - They will have a routine process for checking in and out of guests.

My Work Experience in Hotels

• Front Desk
• Bar/Restaurant
• Room Service
• Housekeeping
• Accounts
• Events & Banqueting

Focus on variety of tasks involved.

Communication, teamwork and focusing on an end goal each day,

Homework

• While we are on our tour, think about the following 3 questions.

• I will set these as questions so you can answer by going to your LessonUp class after our tour.

During our trip today, did you see an example of good customer service?

During our trip today, did you see examples of good personal presentation?

During our trip today, did you see any areas when the staff would use a plan to provide structured service?