Food Lodging Hospitality, Part 6
Question 1: Discuss the impact of public relations techniques in the hospitality industry.
Answer 1: Public relations is communication for the purpose of influencing opinion and promoting a specific image. Publicity received from a public relations release that is presented in the media will benefit the business by drawing attention to it in the community. There are occasions when publicity can benefit the business. Rooms or meals could be donated to a local nonprofit agency or charity. The generosity would impress the public when people hear about it. Similarly, a special event that people are interested in might occur at the business.Public relations keeps the business name familiar to people in the area. Community members are reminded that the business is interested in them. A publicity release about sponsoring a local Little League, for example, provides great public relations and may give more benefit than an advertising campaign.
There are lots of good resources about Hospitality that you can find available.
Question 2: Elaborate on the role of quality assurance in food, lodging, and hospitality industries.
Answer 2: Guestology is the study of guests’ needs, wants, and expectations. Lodging guests expect a clean, sanitary room with a comfortable bed. They expect recognition as a guest and want access to laundry and dry cleaning services. They look for information about the city and special events. They like having transportation available. Guests like having toiletries available if they forgot to pack something. Employees can help by making guests feel important and welcome and by offering assistance.Food service customers are hungry and thirsty. They want attention. They want a comfortable and sanitary environment. Customers want the server to remain attentive to their needs. More and more they want healthy food, low in fat and sodium. And they want variety.
Question 3: Explain health procedures used in the food, lodging, and hospitality industries.
Answer 3: If a customer is seen to be in need of medical attention, then the front desk manager in a lodging facility or the general manager in a food service operation should be called immediately, and that person should call 911. The manager should then remain with the customer, reassuring the customer that help is on the way and keeping other people away.If the victim is taken to the hospital by emergency personnel, his or her belongings will have to be put away for safe keeping until further instructions are received. Asking how to be of assistance in an emergency is consoling and can make the situation easier.Choking can occur unexpectedly. There should be someone on staff who can administer the Heimlich maneuver to dislodge the object. First aid kits should be maintained to deal with burns, cuts and bruises, and shock, and employees should be trained in how to use them.
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