LION ETHIOPIA TOURISM

HOTEL AND BUSINES COLLEGE

HOTEL OPERATION
LEVEL-I
COC-TRAINING

COMPILED BY-SISAY TEMESGEN

COMPILEDBY-SISAY TEMESGEN
Project 1. Food and beverage service

Miss – en - scence
*Miss – en - place
*Hygiene and OHS requirement
Miss – en – scene
 Refers to preparing the environment of the area in order to make it pleasant, Comfort able
and safe and hygiene.
-The supervisor or team of waiters should ensure the following mis-en-scene
 Carpets are well brushed or hovered
 All tables and chairs are serviceable
 Table lights or wall lights have functioning bulbs.
 Menu cards are presentable and attractive
 Tent cards or others sales materials are presented
 Doors and windows are thrown open for some time to air the restaurant
 Exchange dirty linen for fresh linen
 Table clothes and mats are laid on the tables
*Miss –en place
The term miss-en – place (preparation for service) is a traditional term used for all the duties that
have to be carried out in order to have the room ready service. For the waiter, the restaurant is the
service area. Before each session, the restaurant should be made presentable enough to accept guests.
Hygiene and OHS requirements
- Because the food industry has become larger and more diversified, Sanitary practices have become
more complex. Modern and large volume operations have increased the need for workers to
understand sanitary practices and how to attain and maintain hygienic conditions workers who
comprehend the logic and biologic bases behind these practices will become more effective
sanitation workers.

Types of Menu
• Menu Classification on the Basis of Price
1. A la Carte Menu: From the card
• A La Carte Menu is a multiple choice menu, with each dish priced separately to give the
guest choice to suite his or her tastes and budgets.
• Courses in a la carte generally follow the sequence of the classical menu.
A la Carte menu
 multiple choice of food & beverage items available
 each dish & beverage items priced separately
 relatively fixed/permanent menu (Always presented in the restaurant)
 it considers guest budget & appetite (gives chance to choose)
 cooperated & served by waiters to the customers
 performed after the guests’ arrival in restaurant

2. Table d’ hote Menu: From the table

• Table d'hôte is a French phrase which literally means "host's table".

COMPILEDBY-SISAY TEMESGEN
 • It is used to indicate a fixed menu where multi-course meals with limited choices are
charged at a fixed price. Such a menu may also be called prix fixe’ (fixed price"). It
usually includes three or five courses meal available at a fixed price.

Table d’hote menu

 limited choice of food & beverage items available (5-7/10 items)

 all food & beverage items priced totally

 relatively variable/temporary menu

 it may not consider appetite of all guests (gives less chance to get favorable f & b items)

 mainly named as self-service by the customers themselves

 performed before the guests’ arrival in restaurant

• Necessary tools forTable d’ hote Menu table setup

• show plate (charger plate)

• table cloth

• table cover

• napkin

• main dish knife(joint knife)

• main dish fork (joint fork)

• fish knife

• fish fork

• soup spoon

• salad knife

• salad fork

• B & B plate & knife

• Table number

• Water glass

• Red wine glass

• White wine glass

COMPILEDBY-SISAY TEMESGEN
 • Dessert fork

• Dessert spoon

• Flower vase

• Condiment
• Nephron

Necessary tools for A la Carte Menu table setup

• Show plate /under line plate

• Napkin

• Main dish knife/ joint knife

• Main dish fork /joint fork

• Condiment

COMPILEDBY-SISAY TEMESGEN
 • Table number

• B&B plate

• B&B Knife

• Water glass

• Flower bath

Procedure of service

• Welcoming the guest

• Asking for reservation
• Escorting to preferred table
• Help to seat
• Unfold napkin
• Bring and pour portable water ( from the right)
• Ask and present the menu ( from the right)
• Anticipate customer need
• Take order from ( from the left )
• Repeat the order
• Rearrange the cover if necessary
• Present the order accordingly food & beverage (from the right ) except bread and butter
• Debar at each each intermediate ( food at left and beverage at the right )
• Ask for bill and present
• Return in the case of change( from the right )
• Help to leave
• Farwell or wish them to the customer
• Resetting the cover from the next Guest
Restaurant service dialogue

Waiter: Good morning madam Welcome to Hilton Hotel. My name is sisay I am waiter

Guests ፡ Good morning

Waiter: do you have reservation madam?

Guests. Yes

Waiter: Would you tell me your reservation number?

Guests Ok my reservation number is 03

Waiter: Here is your water, sir. And here is the menu.

Waiter: take an order from left side

Guests: steak with salad Please make it medium-spicy and less greasy.

COMPILEDBY-SISAY TEMESGEN
Waiter: Sure.

Waiter: Something to drink, madam?

Guests: A glass of red wine.

Waiter: shall I repeat your order, madam?

Guests. Yes

Waiter: Enjoy your meal.

Guests: Thank you.

Waiter: Have you finished, sir?

Guests: Yes. Please get us the bill.

Waiter: would you pay it cash or credit ,madam?

Guests: in cash

Waiter: Thank you. I think you will come again.

Guests: Thank you.

• Steps of serving White wine

• Bottle is bought to the table in a wine Bucket(if white) and the presented to the Host
• (Present the bottle with the label facing the host. Show the label and wait for him to
confirm is selection.
• After Approval , it is taken at the sideboards far from where the host is seating
• Foil to be removed completely from the neck .Bottom edge to be sliced off by turning
hand around the neck .open the bottle using the corkscrew.
• Neck to be wiped with clean cloth to removed residue
• Cork to be taken off neatly
• A Small amount poured on to in the host s glass to approve
• After approval , it is poured clockwise with the ladies first & Host last
• Wine to be poured in the center of the glass
• All the glass to be filled till 2/3rd mark (white)
• All the glass to be filled till half way mark(red)
Project 2:-Espresso Coffee machine
• Type Of Hot Drink
• Espresso :- a strong black coffee made by forcing steam through Dark- roast aromatic coffee
beans at high pressure in Espresso Machine .
• Cappuccino :- is a combination of equal parts espresso, steamed milk and milk froth
• Americano :- is a single shot of espresso added to a cup of hot water
• A Caffe latte :-is a single shot of Espresso to Three parts of steamed milk

COMPILEDBY-SISAY TEMESGEN
• Tea :- is aromatic beverage prepared from tea leaves by infusion with boiling with boiling
water

Project 3 Housekeeping& Bed making

• Housekeeping procedure
A. .Pre activity

1. Physical and psychological Read

2. Room assignment

3. Trolley with necessary material

• recycle and non recycle inventory

4. Room Key

• master key( can open all room)

• Supervisor key ( can open 50 room)
• GRA key (14-15)
• Guest key ( only one room )
5. Sequentialize: - which room can be cleaned the first (priority). Example vacant room,
occupied room, makes up etc.

B. During cleaning

COMPILEDBY-SISAY TEMESGEN
1. Trolley set up

2. Go to the guest room

• Check sign ( DND)

• If the guest in the room
3. Announce Housekeeping three time there is no response enter to the guest room

4. Prepare the room for cleaning

• Turn on the light

• Open the window & curtain
• Check lost and found
5. Remove trash & room service material

6. Strip the bed & spray (flash & soak) the bath room

7. Make the bed

8. Dust & dump wipe

9. Replace the Guest room amenities

1o. Clean the bath room

11. Replace the bath amenities

12. Vacuum

13. Air fresher

14. Make final check & visual inspection

15. Close the door and make sure it locked

16. Note room status on assignment sheet &process to next room

Guest room types

• Single room: these rooms are assigned to one person or a couple.
• Double room: double rooms are assigned to two people; expect one double bed
• Triple room: as the name might suggest, this room is equipped for three people.
• Quad room: a quad room is set up for four people to stay comfortably.
• Queen: a room with a queen-sized bed.
• King: a room with a king-sized bed.

COMPILEDBY-SISAY TEMESGEN
 • Twin: a room with two twin-sized beds.
• Hollywood twin: two twin beds that are joined by the same headboard.
• Double-double: these rooms have two double especially families with young kids.
• Studio: this type of room has a studio bed, e.g. a couch that can be converted into a bed
• Deluxe room: these rooms might be a bit bigger with slightly upgraded amenities
• Joint room: refers to two rooms that share a common wall but no connecting door
• Connecting room: these rooms have a connecting door between them,
• Suite: executive comes with a separate living space connected to one or more bedrooms.
• A mini-suite or junior suite refers to a single room with a bed and sitting area.
• Apartment-style target long stay guests with full kitchens, laundry, and other amenities.
• Accessible room: provide a certain number of handicapped-accessible rooms.
• Cabana: open out onto the swimming pool or have a private pool attached to the room.
• Villa: most villas can be found at [Link] typically come equipped with multiple
bedrooms, a living room, a swimming pool, and a balcony.
• Penthouse: are high-end, big rooms – sometimes taking up the entire top floor of a hotel.
• Executive room :- a large bedroom with a sitting area provided with chairs and sofa.
• Scio room:- it is a type of room which has a Murphy bed.
• Solarium:- this type of room is covered by glasses which allows sunrays to filter in
• Duplex room :- which is been spread on two floors connected by an internal staircase.
• Cabana room :- a room which is near a water body or beside swimming pool.
• Parlor:- a room which is used for sitting and can’t be used for sleeping purpose.
• Lanai:- a room which oversees a scenic beauty. e.g garden, landscape or water fall.
• Efficiency room:- a room with a kitchen facility.
• Hospitality room:- a room a room where hotel staff would entertain their guests
Type of guest room cleaning chemical give specific code
R1: Cleaning and Sanitizing of Bathroom / Toilet surfaces\
R2 - All Purpose Cleaning Agent | All types of floor and walls
R3: Glass cleaner
R4: Furniture polish
R5: Air Freshener / Room Freshener
R6: Toilet bowl cleaner
R7: For removal of oil and grease
R8: Kettle Descaler/ hard surfaces and is a citric acid based cleaner
R9: Removal of hard stains from Bathroom Walls and Fittings
Project 4 Laundry operation & ironing

•
• Laundry service process or sequence

COMPILEDBY-SISAY TEMESGEN
 1. Collecting
2. Transporting
3. Marking
4. Sorting
A. dry cleaning is washing & wet

B. Degree of soil

C. urgency of delivery
D. based on Color
5. Spotting
6. Weighing
7. Loading
8. Washing

9. Spinning

10. Rinsing

11. Unloading

12. Draying

13. Ironing
14. Airing
15. Folding
16. Packaging

17. Distribution& Storing

In the bed room

Parts of Bed:-alga

Blanket:- berd-libse

Bed sheet:-ansolla

Pillow cover:-yetrase cherke

Pillow:-tirase

Pillow case:-yeterase libse

Bed cover:-alga-libse

Matters:-firash

Ironing :- is used to Wrinkles should be steamed out

COMPILEDBY-SISAY TEMESGEN
• The shirt ironing order :-
• The collar part of shirt should be first
• Yolk/ shoulder part
• The cuff then the sleeve
• The body of shirt

COMPILEDBY-SISAY TEMESGEN
Project [Link] service conversation

• Good morning madam or sir welcome to xx Hotel may name is - I am a porter

• May assist you madam /sir do you have luggage
• Would you like follow me to front desk
• Are you first time Ethiopia
• OH:I hope you will have good time and you will enjoy for the period of duration
• Do you have reservation
• Here is the front desk /reservation agent/ you have check in here
• Go to the room
• Madam /sir your room located on the fourth floor please follow me
• Excuse me Madam/sir for your information our restaurant is located on the 2nd floor it
provide 24 hours service
• Will madam/sir these is your room
• May I explain your room facilities
• Well madam /sir these is your closet if you want extra blanket and pillow case you can take
• This is your telephone if you want operation service dial 0 dial 1 for calling room service
• This is your min bar we serve a soft drink and snack
• This is your television it has 30channel you could choose local international channel
• This is your language rack please put your luggage over here
• So we are move to your bath room madam /sir
• This is your shower , you have cold and hot water.
• This is your wash basin the water the same as shower to use and full amenities & towels
• This is your room key
• Thanks so much madam/sir have a nice day good bay

COMPILEDBY-SISAY TEMESGEN