Ολοκληρωμένη λύση μηχανογράφησης για χώρους εστίασης
Η μηχανογραφική λύση για το χώρο της εστίασης είναι απόλυτα αποτελεσματική γιατί θα:
- Αυξήσει την παραγωγικότητα του προσωπικού.
- Οργανώσει καλύτερα την επιχείρηση.
- Ελαχιστοποιήσει τα λάθη.
- Βελτιώσει τη φήμη της επιχείρησης.
- Αυξήσει τους πελάτες της.
Πλεονεκτήματα
Ενιαία λύση μηχανογράφησης για όλη την επιχείρηση εστίασης
Μηχανογραφούνται και επικοινωνούν όλα τα τμήματα της επιχείρησης. Τα ταμεία, η παραγγελιοληψία, η κουζίνα, το bar, τα τραπέζια και συγχρόνως το back office με την αποθήκη, τις αγορές, τους πελάτες, τη λογιστική διαχείριση, παρακολουθούνται σε μια κεντρική βάση δεδομένων.
Αμεση λειτουργία
Ελαχιστοποίηση του χρόνου εγκατάστασης και εκμάθησης, επιτυγχάνοντας τη γρηγορότερη δυνατή έναρξη χρήσης της εφαρμογής κάτω από πραγματικές συνθήκες.
Συνολική λύση με hardware
Η λύση είναι συνολική λύση μαζί με το hardware: POS (οθόνη αφής), Pocket pc (για παραγγελιοληψία, εκτυπωτές για κουζίνα και επιλογής ανάμεσα σε φορολογικούς εκτυπωτές ή φορολογικούς μηχανισμούς ή ταμειακές μηχανές).
Απόλυτη προσαρμοστικότητα
Πλήρως παραμετρική εφαρμογή, που εύκολα προσαρμόζεται στις ειδικές ανάγκες κάθε επιχείρησης εστίασης, καλύπτοντας πλήρως όλες τις ιδιαιτερότητές της.
Σάββατο 20 Μαρτίου 2010
Room Keys and Security.
Control of guest room keys is one of the cornerstones of what hotels must do in order to provide the safety our guests have a right to expect under common law.
We, as hoteliers, have an obligation to take reasonable care that our guests will be safe in their rooms from intrusions by people who may have room keys.
The following policies should be considered by all hoteliers who do not have key-card lock systems:
1. Room keys must not have any form of tag which identifies the hotel or key blank which is particularly unique among the surrounding area's hotels. No key tag at all is preferred.
2. Keys mustn't have the room number on them. Keys must be identified by a numeric or alpha code. That code cannot, in any way, directly correspond to the building or room numbers.
3. When keys are given to guests at registration the guest's room number must not be said aloud if there are others in hearing range. Room numbers should be shown to the guest in writing with a reminder that they should note it if a guest check-in packet is not used. Explain to the guest that the coding system is for their protection.
4. Guests should be asked for their room keys at checkout by the Guest Service Agents (GSAs). Hotel employees, particularly Housekeeping and Bell staff, who see guests who are obviously in the process of leaving the hotel for the final time (taking their luggage out) should ask guests if they have returned their room key. This is also a good time to thank them for staying with you and make other pleasantries.
5. Room attendants and others who find keys in guest rooms or elsewhere should place them in their pockets or in the locked key boxes provided, not on their carts where they are accessible to others, and turn them into their supervisor to be returned to the Front Desk.
6. All section masters, room masters grand masters and emergency masters, (normally kept in a safety box) should be signed out each time they are taken and their return noted. All of the keys should be stamped "DO NOT DUPLICATE." Persons who carry these keys should be spot checked to insure they have them on their person. The inspection is logged in the front office log.
7. A record must be kept of how many keys are made for each room and when they are made. This record must be reviewed on a weekly basis by the General Manager. The General Manager must initial and date the key making log each time s/he reviews it.
8. If indicated as a result of this review, the General Manager must instruct the maintenance staff either to rekey the lock or to exchange room locks around within a housekeeping section in order to save the expense of rekeying the lock.
Numbers on keys must be adjusted accordingly and overstamped until the old number is illegible and the new number stamped nearby if locks are swapped in a section. As a standard practice it is recommended that some locks in a section be moved quarterly.
9. A log must be kept of all lock swaps and rekeyings.
10. If a section master is lost under circumstances which may result in our guests being at risk, the entire section should be rekeyed. If you rekey a section consider also rekeying to a new grand master and emergency master so that you are in effect beginning a phased rekeying of the entire hotel if it has been some time since this was done.
11. If a master key or emergency key is lost under any circumstances it must be reported to the owner or corporate offices immediately by the General Manager. After the circumstances are discussed, they can decide whether the entire hotel should be rekeyed.
12. As an additional step, the General Manager or somebody s/he delegates the responsibility to must cross index all incidents of theft, missing property, damage, etc. as follows:
* Room Number or Location. (Watch out for locks that have been moved.)
* Names of potentially implicated employees (usually more than one). You may discover that room thefts never occur when so and so is off or regardless of the room number so and so was working in maintenance or housekeeping.
Remember, you want to do your best to protect your guests by anticipating potential problems and want to protect your business by taking "reasonable and prudent care" and documenting your actions.
We, as hoteliers, have an obligation to take reasonable care that our guests will be safe in their rooms from intrusions by people who may have room keys.
The following policies should be considered by all hoteliers who do not have key-card lock systems:
1. Room keys must not have any form of tag which identifies the hotel or key blank which is particularly unique among the surrounding area's hotels. No key tag at all is preferred.
2. Keys mustn't have the room number on them. Keys must be identified by a numeric or alpha code. That code cannot, in any way, directly correspond to the building or room numbers.
3. When keys are given to guests at registration the guest's room number must not be said aloud if there are others in hearing range. Room numbers should be shown to the guest in writing with a reminder that they should note it if a guest check-in packet is not used. Explain to the guest that the coding system is for their protection.
4. Guests should be asked for their room keys at checkout by the Guest Service Agents (GSAs). Hotel employees, particularly Housekeeping and Bell staff, who see guests who are obviously in the process of leaving the hotel for the final time (taking their luggage out) should ask guests if they have returned their room key. This is also a good time to thank them for staying with you and make other pleasantries.
5. Room attendants and others who find keys in guest rooms or elsewhere should place them in their pockets or in the locked key boxes provided, not on their carts where they are accessible to others, and turn them into their supervisor to be returned to the Front Desk.
6. All section masters, room masters grand masters and emergency masters, (normally kept in a safety box) should be signed out each time they are taken and their return noted. All of the keys should be stamped "DO NOT DUPLICATE." Persons who carry these keys should be spot checked to insure they have them on their person. The inspection is logged in the front office log.
7. A record must be kept of how many keys are made for each room and when they are made. This record must be reviewed on a weekly basis by the General Manager. The General Manager must initial and date the key making log each time s/he reviews it.
8. If indicated as a result of this review, the General Manager must instruct the maintenance staff either to rekey the lock or to exchange room locks around within a housekeeping section in order to save the expense of rekeying the lock.
Numbers on keys must be adjusted accordingly and overstamped until the old number is illegible and the new number stamped nearby if locks are swapped in a section. As a standard practice it is recommended that some locks in a section be moved quarterly.
9. A log must be kept of all lock swaps and rekeyings.
10. If a section master is lost under circumstances which may result in our guests being at risk, the entire section should be rekeyed. If you rekey a section consider also rekeying to a new grand master and emergency master so that you are in effect beginning a phased rekeying of the entire hotel if it has been some time since this was done.
11. If a master key or emergency key is lost under any circumstances it must be reported to the owner or corporate offices immediately by the General Manager. After the circumstances are discussed, they can decide whether the entire hotel should be rekeyed.
12. As an additional step, the General Manager or somebody s/he delegates the responsibility to must cross index all incidents of theft, missing property, damage, etc. as follows:
* Room Number or Location. (Watch out for locks that have been moved.)
* Names of potentially implicated employees (usually more than one). You may discover that room thefts never occur when so and so is off or regardless of the room number so and so was working in maintenance or housekeeping.
Remember, you want to do your best to protect your guests by anticipating potential problems and want to protect your business by taking "reasonable and prudent care" and documenting your actions.
A Hotel Butler, A New Lifestyle Performer?
A Hotel Butler, A New Lifestyle Performer?
The first time that the concept of life style appeared was in 1939, when it was deemed in sociology a life style is the way in which a person or a group of persons live. A person’s life style reflects his way of life and is determined by all different variables and demographic, economical, cultural, social and internal elements. Every consuming decision taken by the individual will reinforce or partially change his life style.
When a guest chooses some hotel it is mainly due to, among other aspects, the fact that there exists a concordance between what the hotel is offering and his life style. This selection is mostly an expression of his individual personality, so as, the narrower is the breach between the relations –services offered /guest life style-, the more identification of the guest with the hotel will be achieved, thus, influencing his loyalty.
When a guest arrives to the hotel the most important luggage to unpack is the one bringing his life style. The fundamental task of the Hotel butler is to discover, decipher and reproduce this life style when assisting the guest. The Hotel butler must pay special attention to all elements regarding the guest life style, his personal relations, consuming habits, dressing, attitudes, values and environment vision, etc.
The identification and classification of the style life of every guest will ease to make their segmentation and creation of service strategies, in order to satisfy their wishes and demands. Relationship established when giving individual attention to the guests allows the adjustment of the services offered to the parameters of each life style.
Individual attention from the Hotel butler allows characterizing and segmenting the guests according to their life style. The Hotel butler also guarantees the continuity of the life style which brings the guest when arriving to the hotel. When assisting the guest in an individual way the Hotel butler will get to know all the attributes which make his life style.
The life style of a guest will influence his behaviour during his stay at the hotel. It will also determine the appraisal of the given services. He will be always pondering if the offered services fulfil his needs in the way he is used to. The life style is a way of relating two big branches of butlership: that of a house or hotel. A house butler knows the essence of his boss at home and the Hotel butler has the picture of his boss as a guest and away from the guest home. The relation of these two branches will allow getting to know and reproduce the guest life style too.
Once a guest has lived an unique personalized experience the Hotel butler is confronted with the most difficult guest` s request: whilst packing the guest asks him/her : is it possible to take you home in my luggage?
The first time that the concept of life style appeared was in 1939, when it was deemed in sociology a life style is the way in which a person or a group of persons live. A person’s life style reflects his way of life and is determined by all different variables and demographic, economical, cultural, social and internal elements. Every consuming decision taken by the individual will reinforce or partially change his life style.
When a guest chooses some hotel it is mainly due to, among other aspects, the fact that there exists a concordance between what the hotel is offering and his life style. This selection is mostly an expression of his individual personality, so as, the narrower is the breach between the relations –services offered /guest life style-, the more identification of the guest with the hotel will be achieved, thus, influencing his loyalty.
When a guest arrives to the hotel the most important luggage to unpack is the one bringing his life style. The fundamental task of the Hotel butler is to discover, decipher and reproduce this life style when assisting the guest. The Hotel butler must pay special attention to all elements regarding the guest life style, his personal relations, consuming habits, dressing, attitudes, values and environment vision, etc.
The identification and classification of the style life of every guest will ease to make their segmentation and creation of service strategies, in order to satisfy their wishes and demands. Relationship established when giving individual attention to the guests allows the adjustment of the services offered to the parameters of each life style.
Individual attention from the Hotel butler allows characterizing and segmenting the guests according to their life style. The Hotel butler also guarantees the continuity of the life style which brings the guest when arriving to the hotel. When assisting the guest in an individual way the Hotel butler will get to know all the attributes which make his life style.
The life style of a guest will influence his behaviour during his stay at the hotel. It will also determine the appraisal of the given services. He will be always pondering if the offered services fulfil his needs in the way he is used to. The life style is a way of relating two big branches of butlership: that of a house or hotel. A house butler knows the essence of his boss at home and the Hotel butler has the picture of his boss as a guest and away from the guest home. The relation of these two branches will allow getting to know and reproduce the guest life style too.
Once a guest has lived an unique personalized experience the Hotel butler is confronted with the most difficult guest` s request: whilst packing the guest asks him/her : is it possible to take you home in my luggage?
The Future of Cruising.
A water park with three slides, two bowling alleys, a rock climbing wall, and Las Vegas-level entertainment -
No, we are not describing a new Disney or Gaylord resort; we are describing new cruise ships, currently on the drawing boards.
Never mind the ports of call, cruise ships are becoming destinations.
Norwegian Cruise Line's megaship Epic, launching in July, will feature 20 dining options, as well as offering the highly acclaimed Blue Man Group on its main stage, and jazz and comedy clubs provide lots of entertainment.
Royal Caribbean's equally impressive Oasis of the Seas, launched just this week, provides its 5000+ passengers with many amenities, including a rope zip line that diagonally spans nine-decks above the ship's open-air atrium. Moreover, the ship has a Las-Vegas-style Royal Promenade and six other themed "neighborhoods", providing the opportunity to find personally relevant experiences.
With ships as destinations, the trend is towards reducing the number of ports visited. With more days at sea, the cruise lines' onboard spas and casinos will earn higher revenues---a positive effect on the bottom line.
According to a recent survey from America's Vacation Center Affiliates, 79 percent of consumers are currently buying on price, while 14 percent are buying on destination, and only seven percent make their buying decisions by cruise line. The agents polled in the Cruise One/Cruises, Inc. survey reported similar results, though in their findings even more consumers are buying on price (83.6 percent).
With a trend toward people being cautiously optimistic, we are seeing more stability in bookings, although people are currently either booking far out or closer in. New Zealand and The Baltic Region are particularly hot attractions in the coming year.
For the affluent traveler, most cruise lines offer private areas surrounding suites, closed to public access, some with butler service. Then there is the trend towards adventure cruising.
No, we are not describing a new Disney or Gaylord resort; we are describing new cruise ships, currently on the drawing boards.
Never mind the ports of call, cruise ships are becoming destinations.
Norwegian Cruise Line's megaship Epic, launching in July, will feature 20 dining options, as well as offering the highly acclaimed Blue Man Group on its main stage, and jazz and comedy clubs provide lots of entertainment.
Royal Caribbean's equally impressive Oasis of the Seas, launched just this week, provides its 5000+ passengers with many amenities, including a rope zip line that diagonally spans nine-decks above the ship's open-air atrium. Moreover, the ship has a Las-Vegas-style Royal Promenade and six other themed "neighborhoods", providing the opportunity to find personally relevant experiences.
With ships as destinations, the trend is towards reducing the number of ports visited. With more days at sea, the cruise lines' onboard spas and casinos will earn higher revenues---a positive effect on the bottom line.
According to a recent survey from America's Vacation Center Affiliates, 79 percent of consumers are currently buying on price, while 14 percent are buying on destination, and only seven percent make their buying decisions by cruise line. The agents polled in the Cruise One/Cruises, Inc. survey reported similar results, though in their findings even more consumers are buying on price (83.6 percent).
With a trend toward people being cautiously optimistic, we are seeing more stability in bookings, although people are currently either booking far out or closer in. New Zealand and The Baltic Region are particularly hot attractions in the coming year.
For the affluent traveler, most cruise lines offer private areas surrounding suites, closed to public access, some with butler service. Then there is the trend towards adventure cruising.
Τετάρτη 17 Μαρτίου 2010
Ξενοδοχεία φιλικά στο περιβάλλον.
Γιατί τα ξενοδοχεία πρέπει να ενδιαφέρονται για το περιβάλλον;
Ο πρώτος λόγος είναι ότι το ξενοδοχειακό προϊόν είναι άμεσα συνδεδεμένο με το φυσικό τοπίο. Ας μην ξεχνάμε ότι η ξενοδοχειακή ανάπτυξη της Ελλάδας στηρίζεται περισσότερο στις φυσικές ομορφιές της και λιγότερο στις ξενοδοχειακές υποδομές της.
Eνας άλλος λόγος είναι ότι το ζητούν οι πελάτες, οι οποίοι είναι διατεθειμένοι να κάνουν θυσίες όσον αφορά τις παρεχόμενες υπηρεσίες (για παράδειγμα να μην αλλάζονται οι πετσέτες καθημερινά) προκειμένου να προστατέψουν τα περιβάλλον.
Σάββατο 13 Μαρτίου 2010
active3 CRM: "Διαχείριση Πελατειακών Σχέσεων"
Χωρίς περιττές και δυσνόητες λειτουργίες ή ανούσιες στατιστικές απεικονίσεις το active3 CRM γνωρίζει πολύ καλά την ελληνική πραγματικότητα και στοχεύει στην ουσία ικανοποιώντας σε μεγάλο βαθμό τα παρακάτω:
Ένα σύστημα που βοηθά μια τουριστική επιχείρηση να αποκτήσει "πελατοκεντρικό προσανατολισμό" με σύγχρονο προφίλ. Ένας σίγουρος τρόπος στον τομέα των νέων τεχνολογιών, που μέσα απο αυτόν μια τουριστική επιχείρηση θα μπορέσει να ανταποκριθεί ποσοτικά και ποιοτικά στις απαιτήσεις των πελατών της, προσφέροντας τους μεγαλύτερη "αξία" και βελτιώνοντας την κερδοφορία της ως αντίδοτο στην οικονομική κρίση. Με τη δημιουργία ισχυρών σχέσεων μπορούν να αντιμετωπιστούν ακόμη και οι πιο δύσκολες εποχές.
- Βελτίωση του χρόνου διεκπεραίωσης εργασιών μέσα στην επιχείρηση
- Απόλυτος έλεγχος, αξιοποίηση ανθρώπινων πόρων και καταμερισμός ευθυνών
- Αμεσότερη ανταπόκριση και υποστήριξη πελατών
- Οργάνωση και καταγραφή επικοινωνίας με πελάτες και συνεργάτες.
- Στοχευμένη προσέγγιση υποψήφιων πελατών
- Οργάνωση και παρακολούθηση δικτύου συνεργατών - μεταπωλητών
Ένα σύστημα που βοηθά μια τουριστική επιχείρηση να αποκτήσει "πελατοκεντρικό προσανατολισμό" με σύγχρονο προφίλ. Ένας σίγουρος τρόπος στον τομέα των νέων τεχνολογιών, που μέσα απο αυτόν μια τουριστική επιχείρηση θα μπορέσει να ανταποκριθεί ποσοτικά και ποιοτικά στις απαιτήσεις των πελατών της, προσφέροντας τους μεγαλύτερη "αξία" και βελτιώνοντας την κερδοφορία της ως αντίδοτο στην οικονομική κρίση. Με τη δημιουργία ισχυρών σχέσεων μπορούν να αντιμετωπιστούν ακόμη και οι πιο δύσκολες εποχές.
Πέμπτη 4 Μαρτίου 2010
Επενδύσεις που... Spa(νε) ταμεία
Tο γεγονός ότι τα spa έγιναν τα τελευταία χρόνια συνώνυμο μιας αναζωογονητικής ανάπαυλας από τους αστικούς ρυθμούς είναι φανερό. Αποδεικνύεται από την αλματώδη εξάπλωσή τους με σημαντικές επενδύσεις από τον ξενοδοχειακό τομέα και την εξέλιξή τους ως την πλέον αναπτυσσόμενη μορφή τουρισμού στην παγκόσμια βιομηχανία των ταξιδιών.
Η επιλογή της κατάλληλης εταιρείας για τη μελέτη, κατασκευή και σωστή οργάνωση του spa δεν είναι εύκολη υπόθεση. Χρειάζεται προσεκτική αναζήτηση και έρευνα στην ελληνική αγορά εξοπλισμού, καθώς τα σωστά οργανωμένα spa μπορούν να συνεισφέρουν αδρά στα συνολικά κέρδη των ξενοδοχείων όπου φιλοξενούνται. Μπορούν όμως να προκαλέσουν και ακριβώς το αντίθετο, καθώς οι λεπτές ισορροπίες που καθιστούν ένα spa κερδοφόρο ή ζημιογόνο διαταράσσονται εύκολα λόγω της ιδιαιτερότητάς του, του υψηλού κόστους λειτουργίας και της παγκόσμιας οικονομικής κρίσης.
Συστήματα κρατήσεων ξενοδοχείων. Αντίδοτο στην οικονομική κρίση
Λόγω της τρέχουσας οικονομικής κρίσης η μείωση του κόστους αποτελεί φέτος τη νούμερο ένα προτεραιότητα των επιχειρήσεων του τουρισμού, που «βλέπουν» να απειλείται άμεσα η βιωσιμότητά τους. Σανίδα σωτηρίας σε αυτούς τους δοκιμαζόμενους καιρούς ίσως αποδειχτεί η αξιοποίηση με τον καλύτερο τρόπο όλων των σύγχρονων τεχνολογικών εφαρμογών, όπως των συστημάτων κρατήσεων.
Τα συστήματα κρατήσεων που χρησιμοποιούνται πλέον από το γενικότερο σύνολο της τουριστικής βιομηχανίας είναι το σημαντικότερο κανάλι διανομής τουριστικών προϊόντων. Μέσω αυτών ο ξενοδόχος μπορεί να εμπορευτεί το προϊόν του παγκοσμίως, όλο το εικοσιτετράωρο, με πολύ χαμηλό κόστος, να βελτιώσει την ποσότητα και την ποιότητα των προσφερόμενων υπηρεσιών προς τον πελάτη και να εισπράξει μετρήσιμα πλεονεκτήματα προς όφελος της επιχείρησής του, όπως να αποκομίσει κέρδη παρακάμπτοντας τους μεσάζοντες και την υψηλή προμήθεια που ήταν υποχρεωμένος να καταβάλει.
Τα συστήματα κρατήσεων που χρησιμοποιούνται πλέον από το γενικότερο σύνολο της τουριστικής βιομηχανίας είναι το σημαντικότερο κανάλι διανομής τουριστικών προϊόντων. Μέσω αυτών ο ξενοδόχος μπορεί να εμπορευτεί το προϊόν του παγκοσμίως, όλο το εικοσιτετράωρο, με πολύ χαμηλό κόστος, να βελτιώσει την ποσότητα και την ποιότητα των προσφερόμενων υπηρεσιών προς τον πελάτη και να εισπράξει μετρήσιμα πλεονεκτήματα προς όφελος της επιχείρησής του, όπως να αποκομίσει κέρδη παρακάμπτοντας τους μεσάζοντες και την υψηλή προμήθεια που ήταν υποχρεωμένος να καταβάλει.
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