Chapter 11: Gaming Entertainment

Part One: How gaming entertainment converges with the hospitality industry in terms of its economical and social impact


In terms of Economical Impact:
- Casinos attract tourists from all around the world.  For example, Macau is a pretty small city in China.  However, because it is famous for casinos and is known as the second Las Vegas, many tourists come here to have the experience.  The casinos make Macau a more famous place, without it, the city would not have as much tourists.

- The gaming industry also creates many jobs.  Since there will be many tourists coming into the city, there is a higher demand for more restaurants and hotel rooms, therefore, they need people to work in those positions. 

- One negative impact is that the casinos take away business from the other local services and restaurants that are just a few miles away because everyone is just focused on going to the Casinos and nowhere else. 


In terms of Social Impact:
-  Gambling may increase the crime rate of the city, as well as fear of bankruptcy and debt. For example, some people are very addicted to gambling and if they lose, they may not be able to control their emotions, which may lead to a fight or argument. 

-  Gambling is related to the socio-demographic factors, such as social-class, gender, and ethnicity.

- The gaming industry brings many people to that one region all at once, so there will be a demand for more hotel rooms.

 Part Two : Find out more about the successful strategies of operating gaming entertainment


1. Provide free shuttle buses to and from major arrival and departure areas such as the ferry and airport. These services provides guests with easy access to the casino so they don't have to find ways to arrival or depart on their on. Convenience is one way to help attract customer to come and play. For example, Venetian in Macao offers to free shuttle buses from the Macao Ferry to the Venetian very frequently and vice verse.

 

2. Provide surprising lucky draw to attract guests to come. By given customer's a chance to win prizes, it will help the casino to attract more guests to come. For example, The City of Dream in Macao hands out lucky draw cards to guests for them to have a chance to win prizes during their 1 year anniversary; just like the picture below.

3. Create or build more attractions that are suitable for a family of all ages. For example, Venetian Macao is an resort that offers attractions such as shopping, kid's zone, shows, casino, etc. Kid's zone should be available so that when the adults are gambling, the children can play in the kid's zone. Not everyone in the family or group is interested in gambling, therefore, additional options should be available to customers to choose from.This can help attract more and more customers to come because they provide entertainment for everyone.
Venetian: "The Canal Shoppe"

 Venetian: "Zaia" a showed that is currently showing in Venetian.

Chapter 10: Recreation, Theme Parks, and Clubs

Part One: Explore different types of clubs and briefly described their functions.

Dining Clubs

Dining Clubs let you enjoy superb dining experiences and exclusive privileges at the most prestigious private club network. Dining Clubs serve their customers with top-notch service in intimate settings, and the best cuisine, perfect for both business and pleasure. Dining club provides you with glamorous grand ballroom and spacious function rooms for social gatherings, parties and community-related events.

Fraternal Clubs

Fraternal Clubs consist of a group of people from a variety of backgrounds and ethnicities who gather socially, support each other and serve their communities. While similar to service clubs such as Rotary and Kiwanis, fraternal organization membership is typically open only to men, but many of these groups have auxiliaries that women can join.

Athletic club

Athletic clubs are committed to sponsoring and supporting local athletic events, contributing to young athletes’ growth and development actively. Its objectives are to promote the wellbeing of local youth through participation in sports; to uplift the standard of athletes through local and overseas training programmes and to nurture local athletic talents in pursuit of sporting excellence.

Social clubs

Social clubs are a way for friends to stay connected and bond over a common interest. Many clubs meet weekly, bi-weekly, monthly or even less often. Clubs can also be a means of meeting new friends, connecting with common friends and staying in touch with old friends. They are relaxing and a good outlet for stress from other areas of your life.

Theme Park            

Theme parks in the world:

  1. Universal Studios

Universal Parks and Resorts is the theme park division of NBCUniversal, a subsidiary of Universal Music Group and General Electric. The division is responsible for the operation and maintenance of the various Universal Studios resort properties around the world. The division is headquartered in Orlando, Florida, United States.

In 2006, approximately 25.8 million guests visited the Universal Studios theme parks, making it the third-largest amusement park operator in the world.

2.      Sea World

Sea World is a marine mammal park, oceanarium, and theme park located on the Gold Coast, Queensland, Australia. It includes rides, animal exhibits and other attractions, and promotes conservation through education and through the rescue and rehabilitation of sick, injured or orphaned wildlife. The park is commercially linked to Warner Bros. Movie World and Wet'n'Wild Water World as part of the Warner Village Theme Parks division of Village Roadshow.

3.     Water Mania

Orlando Water Parks are Florida's most refreshing source of fun. With over 36 acres of thrilling slides, flumes, pools, and a variety of dry-land activities for the whole family to enjoy. Our attraction is fully staffed with certified lifeguards and slide attendants. Tube and locker rentals are available. Picnic lunches are welcome, but no glass containers or alcoholic beverages are permitted within the park.

Theme Park in Hong Kong

1.  Ocean Park

Ocean Park Hong Kong (Chinese: 香港海洋公園), is a marine mammal park, oceanarium, and animal theme park, situated in Wong Chuk Hang and Nam Long Shan in the Southern District of Hong Kong. Founded in 1977 by the then Governor of Hong Kong Sir Murray MacLehose, Ocean Park has now grown to about 35 attractions and rides. The park has won several awards, including The World's Seventh Most Popular Amusement Park and 33rd Most Visited Tourist Attractions in the World by Forbes.

2. Disneyland

Disneyland Park is a theme park located in Anaheim, California, owned and operated by the Walt Disney Parks and Resorts division of The Walt Disney Company. Known as Disneyland when it opened on July 18, 1955, and still colloquially known by that name, it is the only theme park to be designed and built under the direct supervision of Walt Disney. In 1998, the theme park was re-branded "Disneyland Park" to distinguish it from the larger Disneyland Resort complex

Part Two: Recent trends in recreation and leisure

Increase in fitness activities

 surge in travel and tourism

Special programs targeted toward at-risk youths and latchkey children

Several additional products in the commercial sector

Additional learning and adventure opportunities for the elderly, such as Elderhostel

Outside classroom activity – McDonald Restaurant Visit

Date: 18 March 2011
Time: 1000-1030 (session 2)
Venue: Mega Box (Kowloon Bay)

           
Demonstration of making a normal hamburger
Step 1: wash hands
Wash hands 20 seconds follow the washing procedures
Sign after washed
(Staff needs to wash hand / hr)

Step 2: cook the meat
Use blue plastic glove to touch the uncooked meat
Set the timer & machine will automatically cook the meat
Add the black pepper
Use white plastic glove to take the cooked meat

è Different meat will have different cooking time

Good prediction of the demand of meat (it reminds staff about the number of meat to cook for each time slot)

Effective use of the machine (place the meat according to the number)

Step 3: place the cooked ingredients in tray
Set the time limit of 15 minutes to control the freshness of ingredients
Throw it away if it is unsold after 15 minutes

Step 4: bake bread
Bake the bread for 13 minutes (turn to gold colour)

Step 5: add source
Add source (yellow source & ketchup)
Then onion, cucumber & meat)
Finally pack the hamburger

Others:
Refrigerator
Keep ingredients (ice-cream sandy & milkshake) fresh in -9C

  

Cashier counter
Categorize the materials needed to let staff easily to pick

Learning insights:
very systematic & standardization
emphasize on the sanitize of staff & food
The layout of back office 

  

Chapter 8: Managed Services

Part One:  The unique features of Managed Services (F&B)

• food service is not the core business

Managed catering service is like outsoucing the catering business to an outsider, or an expertise to act as the food service provider (i.e. restaurant).  It is because there are always a need or demand for food and beverage in a place, e.g. school, stadium, shopping mall etc.  Thus, catering business is only one of the services provided in these place, but not the major one.

• necessary to please and meet the needs of both guests and the client

Since the managed catering service acts like a food service provider for guests on one hand, and also the business partner of major service site (e.g. hospital) on the other hand.  Thus, it is important to please both parties when providing the catering service. 


For a restaurant, the only thing to do is to please their guests, so as to win their positive word of mouth and satisfaction; while for managed catering service, besides pleasing the guests, also it is important to please the client, so as to gain their confidence for the extension of the operation contract or renewal of contract.  Therefore, it imposes double times of challenges to operate.

• captive clientele --- guests are captured in the area

For example, in the airport, when people are going to departure, they can find nowhere to eat except inside the airport.  So, they are captured in the place, and have no other options or alternatives for catering.


Because of this reason, the volume of business is quite constant and also consistent in demand.  There are always more or less the same demand everyday, for instance, at school, students visit the student canteen almost in the same period of time everyday.  So, it also makes food service provider an advantage to forecast demand.

• efficiency is important

As catering is not the major business, customers may not want to spend so much time in the restaurant.  For example, in a stadium, people are watching foodball match, they just want to get some refreshments during the break.  Therefore, food service provider should be able to provide food and beverage quickly, to meet customers' demand.  Thus, efficiency is a key.

Part Two: Challenges and recent trends of (a)Airlines and airports; (b) Schools; (c) Health care

(a) Airlines and airports

Challenges:

- It is hard for airline catering business to keep food fresh, or look fresh when it is served.  It is because food are prepared before the flight departed, then transported to flight.  When it is served to the customers, it is already two hours later maybe, therefore, it is a challenge for them to keep food fresh when it is served.

- Food choices are limited for airline catering business, because there are many limitations, for example, boneless food should be provided for safety reason.  Also, limited choices can help customers to make faster decision on what to eat, however, it may lowers the satisfaction of customers in returns, so it becomes a challenge.

- In airport, the food service provider should emphasize on efficiency, since people are usually in a rush in airport, people may not be able to spend few hours to eat in a fine-dining restaurant.  Therefore, fast food restaurant are usually be the choice in airport.

Trend:

- Customers are demanding, and may want a variety choices of cusine or food types.

- Low-calories or low-fat food may also be included on plane, because people care about "healthy diet" nowadays.

(b) Schools

Challenges:

- Balance on nutritions is always the top concern for food provided at schools.

- Staff to serve is another issue, since extra workers are needed to serve students, therefore, extra cost is imposed.

- Students may be bored by the cyclical menus, more choices may be needed.

Trend:

- childhood obesity is being concerned, so balanced diet and healthy food should be included in the food menu.

(c) Health care

Challenges:

-Menu planning is a challenge, since clients in the health care centre have different needs, for instance, low-fat; low-salt; low-sugar etc. Thus, F&B in health care centre should prepare for various types of food to meet the demand.

- Because of the above reason, demand forecasting will be another challenge.  It is difficult to determine how much to prepare, and how much customers will come, in order to avoid over-supply of food that creates wastage, or not enough supply.

Trend:

- Balanced diet with low calories and low fat is a current tendency, restaurants should take this into consideration when planning the menu.

Hospitality Management Guest talk

Date: 4 March 2011 (week 7)
Time: 0930-1030
Venue: LT-11
Guest lecturer: Mr Paul Wong (Executive housekeeper @ The HabourView Place)

Introduction to various hospitality organizations
Before working in hotel, Paul worked in hospital (QE) for long years. The core services of hospital are not only medical and nursing but also supporting function of service.
In hotel, average length of guest stay is 1.98-2 days. Less flexibility is the challenge to the hotel business. it is because the cleaning is difficult and more complaints will be received from long stayed guests.

What is Housekeeping Department?
Besides F&B department, Housekeeping department is the 2^nd large headcount department. There are 5 main areas of housekeeping:
1.    Rooms division
2.    Public area cleaning
3.    Uniform & linen
4.    In-house laundry
5.    Flourish

Profit and Loss
In the hotel, each department need to responsible for the profit & loss. Housekeeping department is a huge cost center as it involves millions of payroll. The cleaning chemical and salary of workers weight heavily in the department. Therefore, department should find more source to earn more profit.
Rooms division: cost center (as revenue counts to sales & marketing)
Public area: cost center (as revenue counts to F&B)
Laundry: major revenue center (provide charged clothing laundry service to guest)
 To reduce the financial expense of the department and be more flexible, it will use more casual worker.

Stock Management and Inventory Control
There are 2 threats to the inventory of hotel – breakage & pilferage. As a result, department need to be very careful about the inventory level of:
Amenities (shampoo, comb…)Operating equipment (cup, hanger & bathrobe…)
To ensure the efficient operation, par stock must = 5 pars (able to be use in hotel 3 times)

People Management
Managing people is more difficult that managing things like linen.
1.    Room attendantsThe amount is very large but their roles are very important. But the education level of front line room attendants is low. Most of them are new immigrant from mainland China. So we need to be careful when dealing with the subordinates.
2.    Guests“DND policy – do not disturb”. Although guests do not want hotel staff to disturb, hotel will call them at 2 pm everyday to ensure their safety. Some guests think this action is annoying and complain. Housekeep need to manage the angry guests.

Learning insights
Housekeeping Department of the hotel is actually not boring
It is very interesting
The future of the industry is great and involves many opportunities
As a beginner, we should put our effort on learning from the basic task

Chapter 7: Restaurant Operations

Part One: One topic about the restaurant operations you 're interested

 

Restaurant Forecasting

Sales forecasts are common and essential tools used for business planning, marketing, and general management decision making. A sales forecast is a projection of the expected customer demand for products or services at a specific company, for a specific time horizon, and with certain underlying assumptions.


A separate but related projection is the market forecast, which is an attempt to gauge the size of the entire market for a certain class of goods or services from all companies serving that market.

MARKET FORECASTING

Assessing market potential involves observing and quantifying relationships among different social and economic factors that affect purchasing behaviors. Analysts at the industry level look for causal factors that, when linked together, explain changes (upward or downward) in demand for a given set of products or services. This may be done on the local level, the national level, or even the international level. The economic and social variables that are deemed most important—those that historically have shown the most influence on demand—are then incorporated into some type of formula or mathematical model that attempts to predict future purchasing activity based on expected changes in the causal factors.


The simplest example would be to consider the influence of widely observed macroeconomic indicators such as gross domestic product (GDP) and employment rates. A simplistic model of market growth might indicate that based on time-series data from the past decade the restaurant market tends to grow at one and one-tenth times the rate of GDP when the national unemployment rate is less than 7 percent, and at four-fifths of the GDP growth rate when unemployment is greater than 7 percent.


Suppose an analyst wishes to create a two-year forecast for the national restaurant business. Using published estimates from government or private sector economists, the analyst might learn that next year's GDP is expected to grow at 2.9 percent and unemployment is expected to register at 6.7 percent. The following year, however, GDP growth is expected to slow to 1.9 percent and unemployment is expected to rise to 7.6 percent. Using the simple model outlined, the forecast for next year's restaurant sales growth would be based on the first condition observed, namely that market growth is somewhat (10 percent) higher than GDP growth when unemployment is relatively low. In other words, the first year's forecast would be 1.1 × 2.9, or 3.19 percent restaurant market growth. In the second year, the second condition would come into play—market growth is slower than GDP growth—since unemployment is expected to surpass 7 percent. Thus the forecast would be 0.8 X 1.9 percent, or 1.52 percent growth in demand for restaurant services.


While this example illustrates the basic process of forecasting, serious market forecasts would of course consider many more factors than GDP and unemployment. For instance, more sophisticated models might look at the changing demographics of the customer base (size, average income, and other attributes), the rate of inflation, changes in interest rates, and changes in related markets that could affect the market under consideration. Consequently, the formulas for obtaining market forecasts are considerably more complex. But, as in this example, many market forecasts do rely on economic or demographic data from government or other sources; the forecaster often doesn't need to come up with from scratch his or her own projections for, say, GDP and population growth. Many market forecasts also rely on published indexes, ratios, and averages for various economic and social factors that have been compiled in databases or in reference books.



Part Two: Research on how restaurants do their forecasting and food cost control process


Food cost control is important for restaurants, since food and beverage cost contributes a large proportion of the total cost.  It can be done by the following steps:

1. Ordering

Start from choosing vendor, restaurant have to choose a reliable vendor to deliver orders.  The key step is to "order right", order the right quantity with right condition (based on the designed purchasing specifications) from the right vendor.  We always want to make delivery just-in-time (JIT), avoid ordering too early that will cause spoilage and waste of storage space and money, also prevent ordering too late that will incur extra cost on delivery.

2. Receiving

In this step, it should be make sure that orders are in right quantity which comply with the order placed, and with right weight and quality.  Everything should be correct and same as the purchase order.

3. Storing

It should be ensured that the method and place of storage is appropriate for the items, and it should be secure enough to prevent from any pilferage. 

4. Issuing

The steps to issue items should be clear, for example, any documents signed.  It helps to make the stock taking efficiently, to calculate the par stock, then to decide when to make a new order.  It is important because it is the major reference point in the ordering decision making process.

5. Cooking

Use the proper utilities, cooking time, materials etc. during cooking process to make the dishes are in the right portion and serving size, according to the costing and pricing of menus.  It is also a key factor since it can reduce wastage, and to control cost.

Restaurant can save some costs in the above steps, it seems to be easy and simple, but it will make a great difference if everything are under control, and the restaurant can save a lot.

 

Moreover, a way to ensure that the strategies mentioned above can be work out is to provide proper training to the staff.  Through different types of training, staff can gain the ability, knowledge and also confidence to do their jobs properly.  Also, training can reduce the chance of mistakes may happened, in the sense that, it costs a lot for a company to correct mistakes or errors.

Last but not least, technology can come into account on food cost control.  There is a software called Recipe Manager, which helps to calculate directly and accurately from the inventories (raw materials) purchased until the cost on end products. 

With this kind of complete cost tracking, restaurant can have a tight control on the food cost. 

Part Three: More local trends about restaurant operations


- resaurants should provide internet access now, since people are more demand for this service
- more promotion through internet is needed, for example, uBuyiBuy.  New customers are attracted to visit new restaurant by the special low price, and it is easier for restaurant to do their promotion through internet, since it can widely spread
- customers become more demanding, they want to have a variety of food choices, and also a higher service level
- different types of cusine should be provided, for example, Korean food, Thai food, Western food etc.
- restaurant environment are more important now, since people are chasing for higher living standard, they enjoy having meals in a decent environment

Chapter 6: The Restaurant Business

Part One: 1 topics about the Restaurant Business - Menu Planning

Steps for menu planning

Step 1

Plan the dinner meats or other entrées for the entirecycle. Entrées are the most expensive food on the menu and cost can be controlled with careful planning from the beginning. On a selective menu, remember to put expensive items together at the same meal so clientele must choose between the options and not select both items. Start with entrée categories and then fill in specific items. If achoice of entrée is offered, the alternatives should be availablefor individuals who have religious or dietary restrictions. Watch for repetition on preceding and subsequent days.

Step 2

Select the lunch or supper entrées. This is for the smaller meal of the day. Avoid using the same entrée category that you used on the dinner menu. Provide variety of preparation also (e.g: Soups, sandwiches & main-dish salads)

Step 3

Decide on the starch item appropriate to serve with theentrée. Usually, if the meat is served with gravy, a mashed, steamed, or baked potato should be on the menu. Scalloped, creamed, or au gratin potatoes are most appropriate with meats without gravy. Rice and pastas can be utilized instead of potatoes to add variety.

Step 4

Select vegetables, salads, accompaniments, and appetizersnext. Work back and forth between the meals each day to avoid repetition. Make sure you introduce texture and color contrast along with interesting flavor combinations.

Step 5

Plan desserts for both meals. Don’t forget to use a variety of fruit, pudding, ice cream or frozen desserts, cake, pie, cookies and other baked items.

Step 6

Add breakfast and snacks. Make sure you have met all the daily nutritional needs as you fill in the last part of the daily menu.

Step 7

Review the entire day, week, and cycle as a team. Determine if clientele and managerial considerations have been met. Have you spread out the use of high fat, high calorie, and high sodium foods? By doing this, more people can eat the “regular” menu. It will also make the job of writing diet

spreadsheets a lot easier. Don’t forget to make one last check of the menu for duplication and repetition from day to day.

Part Two: different characteristics of chain & independent restaurants

Characteristics of Chain Restaurants: 

-Chain restaurants are corporate-owned or franchised.
-Chain restaurants can usually be recognized by everyone.  They advertise all over the place, such as Television ads, posters inside of the MTR station. 
-They have a standard format of how to run the restaurant and offer a standard menu at every location.   After paying the initial fee, everything is provided like a package, the operator just need to follow the standard rules.

-Many chain restaurants, such as Mcdonalds, are identical in interior design, menu, level of service and atmosphere. They need to keep this consistancy so they can keep the customer's expectations and satisfaction.  (Everything is standardized)

-Chain restaurants must proceed a part of their profits to the headquarters/franchisor every year. 

-Chain restaurants involves the least financial risk in that the restaurant format, including building design, menu, and marketing plans, already have been tested in the marketplace. 
- Chain restaurants usually found near shopping malls and tourist areas.
- Suitable for people who have enough capital but lack of expertise on operating a business

Characteristics of Independent Restaurants

- Owned by one or a group of people

- The restaurant is usually only known to Locals around the area

- Allows the owner to be creative for the interior design of the restaurant, training employees, menu choice, and service.

- Independent restaurants usually have unique choices of food.

- Requires alot of the owner's time and energy in running the restaurant smoothly
- Profits generated are kept by the owners
- Owners need to bear high risk of failure
-people who are creative, aggressive and has workaholic attitude is suitable to invest in independent restaurant 

Part Three: real life examples of each classification of restaurants

Independent Restaurants: 

Chain Restaurants: KFC, Mcdonalds, Burger King, Pizza Hut, Cafe De Coral, Ajisen Ramen, Yoshinoya.

Fine Dining:  Whispers Bar & Fine Dining

Theme Restaurant: Choco Cat Cafe(Flat D-E, 3/F Po Ming Building, Fu Ming Street,, Causeway Bay).  This restaurant allows the customers to dine in with real cats. They are also allowed to play with them. Many of the food here are cat shaped.

Celebrity Restaurant: Shop 13, 12/F, Langham Place, 8 Argyle Street, Mong Kok

Steakhouses: Outback Steakhouse, Flemings, Ruth's Chris

Casual Dining: Baab Korean Casual Dining (Shop B109-B110, Basement 1, Tsuen Wan Plaza, 4-30 Tai Pa Street, Tsuen Wan)

Casual Restaurants: Ruby Tuesday, Watami Japanese Casual Restaurant

Family Restaurants: Rainbow Seafood Restaurant 天虹海鮮酒家 (G/F,1A-1B,5,16-20, 23-24,First Street,Sok Kwu Wan, Lamma Island)

Ethnic Restaurants: Palki Indian Restaurant 皇轎印度餐廳 (G/F, Fook Wah Mansion, 2 Tsing Fung Street, Tin Hau)

Part Four: recent local trends about restaurant business

-     1.  Chain Restaurant in MTR station

In Central district, there are some fast food chain restaurants operating the shop inside or nearby the MTR station. To cope with a high demand of meal in peak hour especially lunch time, their branches are located in a place where is closed to office and transportation. The feature of this kind of shop is that they do not provide seat for customer because it is only for take-away service. However, some shop may provide some area to customer for dining.

Example: 大家樂， café de Coral

Address: 中環香港機鐵站27A及27B舖

Example: Maxim’s MX

Address:

中環地鐵站K1-K3舖       2. Fusion cuisine Merging ingredients and techniques from different dissimilar cuisines into a single dish is an idea of cooking fusion cuisine. These kinds of restaurant often made use of the material and cuisine to create a unique menu which is very attractive to those customer who demanding the brands new thing. Example: Buongusto Italian Thai Fusion Address: 中環蘇豪歌賦街43號 Example: Fusion 5 th Floor Friendly’s Kitchen Address: 上環文咸東街22-26號柏廷坊5樓 Op3. Operatting in historical heritage    Recently, there are several historical heritage that were used for catering and beverage such as Murray Building (Stanley), Western Market (Sheung Wan), 1881 (Tsim Sha Tsui), The Pawn (Wan Chai). The restaurant chose to operate into a heritage. The customer can be served in a theme dining room with a special atmosphere. The location is unique and exclusive so it can attract the tourists to come.