Purpose of Evaluating Customer Service Policies

26262 words 106 pages
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
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78

iv

Introduction to Hospitality

3.1.3
3.2
3.2.1

Types of Food and Beverage Services ........................................................... 82
Food and Beverage Service Principles ................................................................. 86
Basic Knowledge of Menus, Food and Beverage Services and Kitchen
Operations....................................................................................................... 86

3.2.2

Ambience of an Establishment ........................................................................ 98

3.2.3

Menu Planning and Design ........................................................................... 110

3.3

4

Food Safety and Personal Hygiene..................................................................... 117

The Role of Technology in the Hospitality Industry ................................... 240
4.1

The Development of Technology in the Hospitality Industry ............................... 240

4.1.1

The Importance of Employing Up-to-date Information Technology ............... 240

4.1.2

The Ways Technological Changes Improve the Operational Efficiency of the
Hospitality Industry for Customers, Tourists and Staff .................................. 242

4.1.3

The Property Management System (PMS) in Hotels..................................... 243

References …………………………………………………………………………….246

v

Introduction

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