WOH PDF - Hospitality & Tourism

WOH ROOMS DIVISION What is the history of hospitality? It comes from the Latin word ‘hopes’ that means visitor/stranger. The oldest hotel known in in Japan, and it opened in the 700’s. Origin and history: Hospitality has two main perspectives: 1. Hospitality as behaviour: Relationships...

WOH ROOMS DIVISION What is the history of hospitality? It comes from the Latin word ‘hopes’ that means visitor/stranger. The oldest hotel known in in Japan, and it opened in the 700’s. Origin and history: Hospitality has two main perspectives: 1. Hospitality as behaviour: Relationships Honour Morality 2. Hospitality as an industry: Commercial Food, drinks and accommodation Businesses Where can you find hospitality? Hotel Cafés and bars Restaurants Spas Hospitals Shops/stores Banks Amusement parks What is a hotel? An establishment providing accommodation, meals and other services for travellers and tourists.  First modern hotels evolved from inns and guesthouses, they started to include privacy, luxury and more services. Started in the USA in the 19th century Hilton 1919 first chain Hotel classification: 1. Luxury 2. Premium 3. Select --//-- 1. Upscale 2. Upper midscale 3. Midscale Hotel star classification: 1-5 stars Facilities Services What departments belong to room division? Front office Concierge Housekeeping Reservations Night auditors Loss prevention and security Guest journey: Travel inspiration Pre -arrival Research Booking On property à Arrival Stay Post-stay à Departure à Post departure Research /Pre- arrival: Decision makers for guests: Budget Travel goal Number of nights Values Facilities Local events (rain season?) Reviews Previous Booking / pre- arrival: Online travel agency - Booking.com - Trivago Direct booking - Hotel website - Telephone - Email - At the desk Upsell On property/ arrival: First impression Technology Personalisation On property/ stay: Guest experiences On property/ departure: Loyalty program Last moment to leave a good impression Post departure: Thanking for the stay Request feedback- reviews Add to mailing list Share offers and inspire to return (travel inspiration) --------------------------------------------------------------------------------------- TOURISM Definition of tourism: Activities of people traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business. Tourism as a major contributor of GDP: Gross domestic product measures the value of economic activity. Strictly defined, GDP is the sum of the market, or prices, of all final goods and services produced in an economy during a period. Tourism is considered the worlds largest industry. 12,2% of jobs are from tourism industry. Types of tourism (defined by the UN in 1997): Domestic tourism: Consists of residents visiting within their own country. No formalities are required in this kind of travel. Inbound tourism(importação): Consist in non-residents travelling to a given country that is outside their usual environment. For example: British person coming to India: Outbound tourism (exportação): Consists of residents of a nation traveling out to another foreign country. For example: Indians going to Australia. Purpose of travel: Leisure: - Holidays - Health and fitness - Sport - Religion - Educational - Cultural VFR - Visiting friends and relatives Business - Conferences and training events - Business meetings - Exhibitions - Trade fairs What are tourism trends? Tourism trends reflect evolving patterns and preferences in travel, influenced by factors such as technological advancements, socio- economic shifts, and changing consumer behaviours. These trends can range from the rise of eco-friendly and sustainable travel to the growing popularity of experiential and personalised vacations. Why keep up with new trends in tourism? To stay competitive and meet the evolving expectations of guests. It enables: - Market positioning and brand differentiation - Increased revenue opportunities  - Guest experience and satisfaction - Operational excellence and sustainability - Future-proofing the business --------------------------------------------------------------------------------------- BUSINESS ETIQUETTE What is Etiquette? - “label” - Presenting Standards + image = - Manners and behaviours - Dress code expectations - Body language - Self-care Definition: Recommended behaviours for treating each other with respect and courtesy by suggesting the best way to behave in different situations. Why is etiquette needed? To prevent that whenever two people come together and their behaviour affects one another. Clues on how to build relationships Etiquette VS Manners: Etiquette is a code of conduct and a set of societal rules that acts as an encouragement for positive human interactions. On the other hand, manners are behaviors that reflect a person's attitude. Formal methods of greetings: - Handshake - Nod - Hand kiss - Taking off one’s had - Military salute (only if you are or were on the military) Tools for “how to handle”: For whom do you have to rise? Everyone but most importantly: 1. Women 2. Elderly 3. Socially higher 4. Weaker 5. Disabled Introducing: 1. Young to old 2. Socially lower to higher 3. Man to women Present your business card: - Only when useful - Writing faces the receiver - Read the card immediately How to partake in a conversation: 1. Listen and show interest 2. Eye contact 3. AVOID: - Politics, religion or money - Name dropping - Interrupt - Whisper - Touch - Jargon or abbreviations - Pointing Invitation to a meeting: - If the meeting starts at 9.00, be there at 8.50 Invitation and departing reception: - If it begins at 20.00, be there at 20.00 or later, NEVER earlier. - Not obliged to stay until the end  - NICE but not compulsory to take leave of the host or hostess --------------------------------------------------------------------------------------- WORLD OF WINE Originated in Georgia/Iran in the year 6000 BC Wine definition: Fermented juice of gapes, made in many varieties, such as red, white, sweet, dry, still and sparkling, for use as a beverage, in cooking and in religious rites. Viticulture: The cultivation of grapevines: - Budbreak - Leaf forming - Flowering - Growth and colouring - Ripening and harvest - Dormancy Terroir: - Climate (not too hot, not too cold)  - Temperature - Soil composition - Topography (sun exposure) Leading grape varieties: White - Sauvignon blanc (french) - Chardonnay (german) - Riesling (german) - Chenin blanc (french) - Gewurtztraminer (german) - Verdejo (spanish) Black - Cabernet sauvignon (French) - Merlot (French) - Pinot noir (French) - Malbec (French) - Sangiovese (Italian) - Tempranillo (Spanish) Old world wine: - Italy  - Spain - France - Germany - Portugal --//-- - Roman - Monasteries - Age of enlighten - Small scale production - Terroir driven wines - Complex appellation laws New world wine: - Chile - Argentina - California - South Africa - Australia --//-- - Colonisation - Advanced winemaking technology - Large scale production - Focus on branding - Fruit driven wines - Fewer wine-making laws Labelling of the bottles: Old world wines New world of wines Wine in the hospitality business: - Profitability - Wine menu - Best wines for special occasions - Personal advice - Story telling - Inventory Wine etiquette habits:  1. Open a bottle quietly 2. Taste the wine before serving 3. Serve the host a tasting portion 4. Pour the wine for other guests. The “Five S” steps: - See Grape variety Region Use of stainless steel Use of oak barrels Age Condition - Swirl Extended oxygen contact Aroma release Requires practice - Smell Grape variety Aromas Region Oak aging Age Condition - Sip /Savor Acidity Sweetness Bitterness Body Roundness/astringency Aftertaste -----------------------------------------------------------------------------------  FOOD AND WINE The basic tastes: - Sweet - Sour - Bitter - Salty - Umami (Savory) Flavour perception- three stages: - The odour assessment - The flavour in the mouth assessment - The aftertaste assessment Texture, physical sensation: - Tender - Firm - Astringent (é o produto que contrai a boca, por exemplo algo muito ácido) - Crunchy Wine & Food from the same region: - Pays Nantais – Muscadet & Fresh Oysters - Loire Valley – Sancerre & Crottin de Chavignol - Piemonte – Barolo & Truffles - South Australia – Kangaroo & Shiraz - California Coast – Crab Cakes & Chardonnay - Limburg – Asparagus & Auxerrois - Argentina – Asado & Malbec - Sashimi – Champagne Hainanese Chicken Rice – Rosé de Provence - Beijing duck – Pinot Noir - Caramelized porcini – Oak aged Chardonnay - Fresh Tuna – Light red wine - Strawberries – Moscato d’ Asti Wine & food pairing: - A great wine and food pairing creates a balance between the components of a dish and the characteristics of a dish and the characteristics of a wine. - Flavour intensitity, light – medium- pronounced. - Mouthfeel, astringent or creamy ----------------------------------------------------------------------------------- FOOD & BEVERAGES What is the origin of the word ‘restaurant’? The first restaurant was opened in 1765 by a parisian named Boulanger. The establishment mostly served bouillons restaurants, that mean restorative broths. The word comes from the latin “restaurare” meaning “to renew or restore”. What is the origin of the word “menu”? The word comes from the latin minor, minutus- small details of a performance (menu) F&B terminology: General: A la carte - a menu where each item is priced separately Buffet - A self-service dining option where guests serve themselves from a variety of dishes. Course – a specific dish or a set of dishes served at a meal ( for example: appetizer, main course, dessert) Prix fixe – a fixed-price menu offering multiple courses for a set price Cover – a guest or a place setting for a guest at the table. Mise en place- French for “putting in place”, meaning preparation of ingredients and equipment before cooking or service. Sommelier- a wine steward or a professional expert in a restaurant. Front of house- the dining area and staff who interact with customers. Back of house – the kitchen and staff who work behing the scenes. Beverage service: Decanting- the process of pouring wine into a decanter to separate sediment (partículas que se acumulam no fundo de garrafas e copos) from the liquit and let it “breathe”. Cocktail- a mixed drink, typically made with one or more types of alcohol and other ingredients such as fruit juice , soda, or cream. Neat- a drink served without ice or mixers, usually referring to spirits. On the rocks- a drink served with ice. Aperitif- a ligh alcoholic drink taken before a meal to stimulate the appetite. Digestif- a (usually alcoholic) taken after a meal to aid digestion. Mocktail- a non-alcoholic mixed drink. Espresso – a strong, concentrated cofee brewed by forcing hot water through finely ground coffee beans. Dining and service styles: Family styles - dishes are served in lagre portions, and guests help themselves at the table. Plated service - meals are pre-portioned andpresented on individual plates for each guest. Gueridon service - food is prepared or finished tableside from a trolley (often for dishes like flambé) Silver service - formal service where food is served to the guest’s plate from a serving dish, usually with silver utensils Banquet - a large meal of feast served to a large number of guests, often with set menus. Amuse-bouche - a small bite-sized appetizer served fre of charche to guests before a meal, as chef’s treat. Kitchen and cooking terms: Sous chef – the second-in-command in a kitchen, directly under the executive chef. Brigade – a system of kitchen hierarchy and job roles, usually following the french system developed by chef escoffier. Sauté – cooking food quickly in a small amount of fat over high heat Blanching – a technique of boiling food briefly, then plugging it into ice water to stop cooking. Reduction – simmering a liquid to evaporate some of the water, intensifying the flavor. Al dente – pasta or rice that is cooked to be firm to the bite. HTH food and beverage manifesto : What is a manifesto? A written declaration of the intentions, motives or views of the issuer with a purpose to captivate your atenttion. SENSE Hotelschool The Hague: Seasonal, Ethical , Nutritious, Supportive, Enjoyable. Hotel School The Hague values highlights seasonal ingredients, ethical food sourcing, nutritious choices, supportive to local comunities, enjoyable ensuring that food brings pleasure to those who produce, prepare and consume it. Categories of alcoholic beverages: Fermented: - Wines Natural and sparkling Fortified and aromatised  - Grain or malt beverages Beer Malt beverages Sake - Other fruits Cider Perry Distilled: - Spirits Grain Plant Fruit liquors (brandies) Liqueurs (cordials) Bitters Alcohol production: Raw materials Fermentation – all wine, beer and spirits start with this process Fermentation Raw materials 1. Sugars Grapes, sugarcane, carbohydrates grains, Distillation cereals, potatoes. 2. Yeast natural or added Definition of distillation: Separating a liquid from a mixtire by boiling it off and condensing the vapor Why does this happen? Ethyl alcohol boils at a lower temperature (78º) than water (100º) and produces condensstion or vapor. Any ingredient, with or added sugars, with the addition of yeast can be fermented and turned into alcohol. For example: - Salmon infused vodka - Pineapple vodka Tequila : - Made out of agave. - The agave is cooked in the tradition brick oven for 24 hours. - Fermentation lasts between 4-5 days. - Then is aged in oak barrels Types of tequila: - Tequila bianco(white) – was bottled immediately. - Tequila reposado (rested) - aged for up 12 months. - Tequila añejo (old) – 2 years or more, becomes darker and smoother. - Extra añejo (extra old) – more or less four years in the barrels, an expensive luxury to sowly sip and savour for special occasions. The older it is the more expensive it gets. Vodka: - Derived from the russian phrase “voda zhizenniz” meaning “dear water” - The still used for vodka is the column still. - Doesn’t have a main ingredient, any raw carbohydrates that can ferment, but mostly grain or potato, but also fruit suach as grapes. --//-- Key knowledge: - Pot still is used for spirits that requiere more flavour. - Column still is used for spirits that require less flavour