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Do you completed hotel management and looking for a job? Do you love to do a job in hotels? Hotel management is nothing but to manage a hotel. It is also a good future plan and there are many jobs to do in many hotels .It offers the largest platform for job seekers. You can search for relevant jobs in your city and locality. Even better is to search for jobs by type like Full Time, Part Time, Summer Trainees - Interns, Work from Home or Freelancing. The most popular jobs in a hotel like Manager Operations or Regional Manager Operations, Regional Business Head, hotel manager, Food and Beverage executive/ waiters,front office management, door step server are posted on wisdomjobs. Please have a look at our hotel management job interview question and answers page to crack in your interview.
Adding value can be defined as adding extra item, image, product or service, which adds value to the product. For example a good-looking receptionist adds to the quality of hotel, a garnish on food adds to the value of the food. It can be service tool, service staff, environment, image of the owner or chef, etc. Travel agency adds value to the quality of hotel or vice versa.
Adventure tourism – to convert the adventure into pleasure for the purpose of tourism business
Attraction – Anything/object/activity, which attracts tourists and attach with it.
Amenities – Extra facilities, service added with attraction, accessibility and accommodation to create tourism. It includes trust, friendship, hospitality, etc
Back of the house- Staffs who are not directly involved in providing service. Guests rarely interact with them.
Continuously rendered services are those services, which are prepared and provided only to the customers who are physically present. This kind of service is not finished in instant time; it is a process, which is extended to a time limit. It is a kind of face-to-face interaction. For example reservation service, restaurant service, massage, etc
Excursionist: This term is used for the temporary visitors, who do not even stay for twenty- four hours in a hotel.
Front of the house: This term is used for the staffs who are directly involved in providing services to the guests in the hotel. For example receptionist, bellboys, gatekeeper, etc.
High-touch service: These are those services which are already prepared but the customer receive it only when he wants. For e.g. room reservation, fast food, printed information, housekeeping service, etc
Hospitality actually means, “taking care of guests in the best possible way”.
• Organizing, providing services and looking care after guests is included in it.
• It means friendly and generous treatment of guests.
Hospitality industry includes all companies involved in providing services for guests. They provide more mental satisfaction than tangible objects.
Intangibility- It can be explained as services, which cannot be seen, tested, felt heard or smell or measured before they are delivered and received by customer. For example, travel experience, trust, confidence, hospitality, satisfaction, etc.
Inseparability- To receive the service customer must be personally and physically present at the point of delivery. Customer cannot be separated from the point of delivery. Service is available at the Point of service Delivery (POD)
Perishability- Perishable services are those services, which cannot be stored. Unused service of a particular day cannot be sold next day or in advance.
Point of contact- Place, item, product, staff, service customer contact to receive service. It can be building, service environment, delivery items, staffs, follow travelers which they contact and receive positive or negative feelings.
Product formation:– It can be defined as putting different products and services together to form a product for the satisfaction of customer. For e.g. Hospitality is a product formation which is not made from a single item.
Service brigade:- Team of staffs involved in providing service
The Moment of Truth: It is the actual time when customer interacts with service staff. It is the moment of contact when no management has control. It is the motivation, skill, tools of the service and expectation, behavior, expectation of the customer determines the quality of the service.
There is no much difference as both are desire to travel. Sun lust can be defined as travelling in search of sunshine/Adventure activities/Outdoor activities whereas wanderlust is the desire to travel far away and too many different places to explore those places.
Variability: Services are highly variable. The quality of service depends upon how, when where and who provides them. Each time customer receives different levels of satisfaction from the same level of service; same food gives different test to different people.
Village tourism: To utilize village and villagers for the purpose of tourism. Tourism managed and operated by villagers for the villagers. Tourism managed and operated by villagers for the villagers.
Hotels can be classified on the basis of:
• service and supplementary
• facilities or service (Star / Crown / Diamond )
• number of rooms,
• types of clients,
• length of stay of clients, (Star/Crown),
• Partnership, Franchise, Marketing, and Management
Accommodation can be defined as a place to stay overnight. There are two types of accommodations namely serviced and non serviced. Some of them are directly related to tourism and some of them are not directly related to tourism but they provide overnight stay facility for the travelers. Service accommodations provide housekeeping facility.
Catering refers to food and drinks whereas catering industry refers to hospitality industry that provides foods, drinks and in certain section accommodation also. Catering establishment is an organization, which provides food with an objective to satisfy its customer. It includes two aspects;
• one food and beverage
• Other is service.
There are two types of accommodations, which are mentioned below:
Service accommodation: This type of accommodation provides housekeeping service. Here service is provided to earn profit.
Supplementary accommodation: This type of accommodation is not related to tourism and not registered as business organization also. They neither provide housekeeping facility nor they sell their service but they provide accommodation facility.
Organization is actually a process of combining the work of individuals or groups to fulfill a common goal of an enterprise. In a business organization, activities carried out to earn or produce asset or profit. It may be trade, commerce, industry or service.
Various types of rooms in a hotel are:
• Single Room
• Double Room / Twin Room
• Triple Room
• Suits – Single suits, Double suits, Duplex suit, Royal Suit, Pent house
Action of arriving and registering in a hotel is called check in. There are various formalities, which are involved with check in procedures i.e. allocating a room, taking guest’s name, asking the guest to sign the hotel register whereas action of leaving and paying the bill after a stay in a hotel is called check out process. The formalities, which are involved with check out process, are presenting the bill and making sure it is paid, taking the room key, etc.
Concierges: It can be an employee of a hotel who serves guests with duties similar to those of a butler.
Errand Card: It is a task card, which mentions the room number, guest name, and luggage types, which is prepared by the reception and hand over to bellboy.
Image building: Creating good picture of the hotel and representing positive image of the hotel.
In-house guest: Guests who are staying in the hotel.
Personal grooming: It is the process of grooming the staff in a positive manner.
Paging: It is a process of identifying and informing about a guest.
Reference point: It is the source from where the information is received.
Scanty baggage: This term is generally used for a guest who comes with a light luggage.
Registration: It is one of the formalities of filling the card at the time of registration.
• Channel of communication: It is a floW of communication within a department.
• Skipper: This term is used for the status of a room, which indicates that a guest has left the hotel room without arranging to settle his or her account.
• Sundry Services: These are the extra services, which are provided to the guests. For e.g. message, handling of guests.
Following points are considered in a candidate:
It is a place where food is serviced, so it is an act of eating a meal. There are two types of dining:
• Pre-plated dining: Here the food is already served on the plate from the kitchen.
• Fine Dining Restaurant: Offering high class of service and facilities. It aims to provide excellent food and service in a good decor and ambience.
Linen is the tablecloths, cloth napkins, moulton and slip cloths used in a hotel. There are various kind of linens used in hotel:
• Moulton: it is a thick fabric with lint laid on the surface of the table with pin underneath. It is absorbent, has smooth surface and is sound resistant. It is used to hold tablecloth.
• Tablecloth: These are laid over the table on top of moulton.
• Slips Cloths: These are laid over the table on top of tablecloth. Its protects tablecloth from spillage.
• Sommelier: He is the person who is in charge of serving the wine in a restaurant.
• Spillage: A liquid falls by mistake.
• Flatware: these are all forms of spoons and forks.
• Cutlery: these are the knives, and other equipments which are used for cutting.
• Hollowware: These are the items made from silver or china. It is made in a way that it can hold something in it.
Cuisine: It is an art of cooking, preparing food and service.
Pastry / Bakery: Ice cream, cakes, breads, pies, etc are the products, which are prepared in a bakery.
Scullery areas: It is a place where cups and pots are washed and cleaned.
Chef: Chef is a person who is in charge of preparing food in a restaurant or a hotel.
Nutritive: That food is necessary for the growth. Nutritive food plays a very important role in hotel industry.
Proteins: It is that food, which is necessary for growth, maintenance, and repair of the body.
Contaminated food: Any kind of food that is infected by bacteria, toxin, chemical substance and poison is created.
This seems like a simple enough question, but it is more like a trick question. Many interviewees, either due to anxiety, or because of the overconfidence that comes from being asked such a simple question, mess this up by missing out an important step of the process. Think this out carefully, remember everything that you have been taught or have done and then answer this question slowly and methodically, convincing your interviewers that you can handle a situation under pressure well.
Any hotel or tourism institute worth its salt spends a lot of time teaching its students about dealing with tough customers. Checking your textbooks for answers is a good idea, but please manages to do so before the interview takes place. If you know somebody in the industry, then it would be a good idea to speak to him or her and ask about how such situations are handled real time, in the real world. If you can base your answer on these inputs, then nothing to beat it. If you have time, then give an example or two about how you dealt with an angry or bad customer in the past with tact, politeness and firmness.
Knowing your text books well always helps, especially when you are faced with questions like these. Talk about the different sectors like house keeping, accounting, maintenance, public relations, security, sales, food and beverages, front office and accounting and give brief descriptions if asked. Say something about how each one is important for the proper functioning of a hotel.
There are two things that you can touch upon as an answer to this question. The first relates to the statistics regarding the sector. Tell your interviewers that it is a dynamic sector that is growing at a rapid pace and you want to be in the middle of the boom, the excitement and the energy. However, before saying so, make sure that you have the required data to support your claims. What is the growth rate of the industry? What is the size of the industry? When did the boom start? Who says there is a boom? Basically, doing your homework well is advised in case you want to wax eloquent on the hotel and tourism industry.
The other aspect that you should always touch upon as an answer to this question is how you and your personality are well suited to this sector. Convince the interviewers that you are made for the industry and the industry is made for you. Talking about basic traits like people skills, patience, ability to work under pressure criteria, which are prerequisites to succeeding in the hospitality and tourism sector and how you excel at all these, should constitute a good answer.
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