Creative Story: Deadlock :: essays research papers

Creative Story: Deadlock "Bzzz! Bzzz!" The alarm went off, and Susan Calvin rolled over. It was 6:30 in the morning, and RoboTimerâ„ ¢ had done its job admirably, waking her up to the second of the time that it had been factory-programmed. Unfortunately, it hadn't been set to the correct date, and when it announced "Saturday, December 14th! Good morning!" in a load cheery tone, she groaned out load with the realization that it was Saturday, and after that affair with the hyperdrive motor, she wanted to sleep in, since it she had just come back to earth. "I hate this stupid robot!" she yelled out loud, then suddenly closed her mouth. For Susan Calvin had just remembered that her pact with the satans, as she thought of them, known to the robotics world as the team of Powell and Donovan. She stretched, rolled out of bed, and went downstairs, wrapping a robe around her as she went, to get some coffee. "Well, since I'm already up, I might as well take a look at the rest of those Rasssjemani-Quazaric-Smith Equations and see why they were causing all those robots to go psycho," she thought. "Good thing that U.S. Robots and Mechanical Men hushed up that little incident, I'd be out of a job if the whole world, the xenophobic and primally-fearful lot of them, knew about that!" As she got out and buttered her toast, she mulled the day ahead of her in her mind. Weekends were never truly weekends for Susan Calvin, as she was forced to work for most of the weekend, with her only respite being Sunday, which she was allowed to come in an hour late for. However, she usually found herself working late into the night on Sundays, out of an artificially induced guilt that she knew was not real, but could do nothing to correct. After being driven to work (working for the company that produced every MechTaxiâ„ ¢ in existence did have some perks after all), greeting the doorman, and going up to her office, Susan Calvin was ready to look at those equations! She only needed a small period of time to warm up, and the wakeup-breakfast-come to work routine sufficed. Almost as soon as she had sat down to work, the Founder of U.S. Robots came in and said, "I need to speak with you, Calvin. There's been more reports in across the nation of those psycho robots, all of them with positronic brains built using the Rasssjemani-Quazaric-Smith Equations. We will be ruined, and drawn and quartered by the masses if we don't start hushing this up again and

Global Credit Availability Essay -- essays research papers fc

Global Credit Availability:   Ã‚  Ã‚  Ã‚  Ã‚  In today’s world of personal finance and economics, with the global perspective being the primary focus. Corporations, just like individuals, are looking at expanding their horizons and saving or making as much profit as they can. How do they accomplish this gigantic and often expensive proposition? The answer to this is through credit. However I poise a question to everyone. Is the ease of which to receive credit today a hindrance and detriment to all of us, or is it the answer we have all been looking for? I will show you both sides of this situation and you are the judge.   Ã‚  Ã‚  Ã‚  Ã‚  The term credit according to the 1992 issue of New Webster’s Dictionary is; a transfer of goods, etc†¦in confidence of future payment, to enter on the credit side of an account; to procure credit or honor to (â€Å"Credit†). The term domestic credit in the Dornbusch Microeconomics book is the monetary authority’s holdings of claims on the public sector – government debt – and on the private sector – usually loans to banks (â€Å"Domestic Credit†). According to our Personal Finance book;   Ã‚  Ã‚  Ã‚  Ã‚  Ã¢â‚¬Å"Consumer credit dates back to colonial times. While credit was originally a priviledge of   Ã‚  Ã‚  Ã‚  Ã‚  the affluent, farmers came to use it extensively. No direct finance charges were imposed;   Ã‚  Ã‚  Ã‚  Ã‚  instead, the cost of credit was added to the price of goods†¦ All economists now   Ã‚  Ã‚  Ã‚  Ã‚  recognize consumer as a major force in the American economy†¦ To paraphrase an old   Ã‚  Ã‚  Ã‚  Ã‚  political expression, as the consumer goes, so goes the U.S. economy (164).† These terms all mean one thing, as we the public, government, and businesses receive credit, we must be responsible with it and ensure that we repay our obligations.   Ã‚  Ã‚  Ã‚  Ã‚  In today’s global economy credit is the single most important tool most consumers and businesses have. Credit when used properly allows us to grow and purchase items we might not otherwise have the funds for. The United States has had credit reporting information and accounting since 1956, and with all of this available information global models are now being created for other countries to follow. It is said that without the use and availability of credit the global econo... ...l. Macreconomics. 9th ed. Ed. Lucille Sutton. New York: NY, 2004. Kapoor, Jack R., Les R. Dlabay, and Robert J. Hughes. Personal Finance. 7th ed. Ed. Michele Janicek. New York: NY, McGraw-Hill/Irwin, 2004 References Cole, R., â€Å"The importance of relationships to the availability of credit.† Journal of Banking and Finance. 1998 Fisman, R., â€Å"Trade credit, financial intermediary development and industry growth.† Journal of Finance. 2003 Kennickell, Arthur B., Martha Starr-McCluer, and Brian J. Surette, â€Å"Recent Changes in U.S. Family Finances: Results from the 1998 Survey of Consumer Finances,† Federal Reserve Bulletin. January, 2000, pp 1-29. Scott, J., â€Å"Small business and the value of community financial instituations.† Journal of Financial Services Research. 2004 United States. Board of Governors of the Federal Reserve System. Federal Deposit Insurance Corporation. 10 Nov. 1999   Ã‚  Ã‚  Ã‚  Ã‚  http://www.federalreserve.gov/boarddocs/press/general/1999/19991110/default.HTM United States. Federal Reserve Board. 10 Sept. 2003   Ã‚  Ã‚  Ã‚  Ã‚  http://www.federalreserve.gov/BoardDocs/Press/bcreg/2003/20030910/default.htm.

Young Adulthood

OT121: Lifespan Development and Occupation II University of the Philippines Manila | College of Allied Medical Professions Department of Occupational Therapy | Block 21 – Occupational Therapy SS 2012 – 2013 Young Adulthood Ms. Faith Deanne Mari B. Caube 16 January 2013 YOUNG ADULTHOOD ? ?Age Range: 20 – 40 years old Difference of development o Changes due more to personal, social, cultural events rather than chronological or biological changes o Hallmark of maturity – adapt and change in accordance to new conditions o More gradual changes –> does not fit neatly into a stage development theory o The primary meaning of adult is social (Rice, 1995). ? Changes are attributed to social factors and relationships o Marked by culturally defined milestones, and by roles and relationships that are part of cycles of family and career (Craig, 1996) ? The relationships that you will build during this stage are relatively permanent. The Age Clock ? Used to define or judge behaviors, expectations, and pressures of adulthood ? Motherhood ? Physically- dependent jobs ? They may consider themselves old because they are no longer fit to do previous easy tasks. Definitions of Age o Biological age – life expectancy o Psychological age – adaptation to environmental demands o Social age – in comparison to cultural norms Maturity o Needs a certain social and biological factors o More dependent on psychological factors ? Physical and social independence and autonomy ? Independent decision making ? Stability ? Wisdom ? Reliability ?Integrity ? Compassion o Maturity is the psychological ability to work and to love (Freud). PHYSICAL CHANGES ? Physical status o Peak of vitality, health, strength, energy, and endurance ? 25 years old is the prime in terms of strength. All motor systems are at peak during this age. ? Dispatch the young to do battle. OT 121: Lifespan Development and Occupation II Young Adulthood ? ? ? Peak of sensorimoto r skills ? 25 – 30: peak of physical conditioning, strength, motor skills, organ functioning ? 20 -40: peak of visual acuity ? 20 -45: peak of taste, smell, temperature, and pain sensation ?Gradual hearing loss (more apparent after 25; particularly with high pitched sounds) o Most physical decline occurs after 30s (10% loss until 60s) Fitness and health o Generally healthy age period o Health patterns established in young adulthood are generally resistant to change ? Adolescence is a storming period of change but when one enters young adulthood, it is expected that one? s biological systems are already stabilized. Common Illnesses due to occupational hazards o Chronic back pain – by overworking selves and the effect of stress o Respiratory illnesses o Premenstrual syndrome o Sexually transmitted diseases ?Highest among young adults and adolescence ? Due to poverty, drug use and risky sexual activity o HIV – 40 million people infected worldwide, 95% from developi ng world ? Males – lead cause of death ? Females – 4th cause of death Common Causes of Death o 3 causes that account for 72% in the early 20s and 51% among 25 – 34 year olds ? Accidents ? Homicide ? Suicide o AIDS – single leading cause of death in males aged 25-44 o YA has the lowest death rate among adult groups However, in the entire adult lifespan, young adults have the lowest death rate. oMORBIDITY o Defined as the occurrence of illness o Symptoms often appear in YA ? Genetically-determined diseases (diabetes, sickle cell anemia) (hypertension, ulcers, ? Stress-linked depression) Page 1 BLANCO | MARIANO | QUEMADO | VILLON ? Factors Linked to Health Status o Genetic factors ? However, if purely genetics, it should be seen early (right after birth) ? Multi-factorial diseases (genetics and environmental) ? Diabetes ? Atherosclerosis (narrowing of vessels due to fat planks) ? Obesity ? Cancer health conditions ? Mental predisposed to come out during YA s uch as schizophrenia o Health threatening behaviors ?Nutrition and cholesterol ? You are what you eat ? Carotenoid-rich diet – lesser chance of heart disease ? Plant-based diet – reduction of cancer risk ? High-fat diet ? Colon and prostate cancer ? Increased cardiovascular risks ? Obesity ? Measured using body mass index 2 ? BMI: Kg/m If BMI >25, overweight If BMI>30, obese ? World-wide epidemic (WHO, 2001) ? Why? – Fast food culture – Labor saving technology – Genetic tendency: leptin response insufficiency – Leptin tells the brain that one is already full – Some clinically obese may not respond to leptin anymore ?May lead to emotional problems and other diseases ? Physical activity ? Sedentary lifestyle is one of world's 10 leading causes of death and disability ? Smoking ? Leading preventable cause of death in US ? Smoking and cancer ? Alcohol ? College is prime time and place for drinking (Papalia, et al. , 2004) cause poor acade mic ? Can performance ? Can increase other risks for other diseases ? Alcohol in moderation can decrease the risk of heart diseases in the long run (i. e. red wine). ? Drug use ? Peak at 18 to 20 years old ?Decreases as adults increase in maturity, settle down and take responsibility o Marijuana and cocaine use can lead to memory loss, attention deficits, cognitive deficits, and in some cases death Indirect influences on health status ? Socioeconomic status ? Income ? Education ? Higher socio-economic status and education generally lead to less exposure to health hazards ? Gender ? Relationship ? Social ties ? Emotional support ? Marriage ? Strong social environment leads to less risks in psychological illnesses. ? ? ?Healthy Habits o Sleeping regularly for 7-8 hours each night o Eating regular meals o Not snacking o Eating and exercising moderately o Not smoking o Drinking in moderation Preventive Measures o Regular screening test o Self examination o Proper body mechanics o Ergono mics SOCIAL AND EMOTIONAL CHANGES ? Theories on Social and Emotional Issues of Young Adults o Normative-stage model Erikson: personality changes ? Erik throughout life ? Development follows basic sequence of age-related social and emotional changes ? Normative events – happens to all people of certain age ?Changes are attributed to age/biology alone o Timing of events model ? Development depends on the occurrence of certain events ? Events that happens off-time (losing a job, unplanned pregnancy) ? Events that do not occur (singlehood, inability to have a child) ? If on time – smooth development ? If not – stress would occur ? Factors affecting response on events ? Anticipation and preparation ? Cognitive understanding ? Health ? Personality ? Life history ? Support systems ? Personality, support system and understanding play a big role on how one deals with unexpected events o Erik Erikson's Stages th ?Intimacy versus Isolation: 6 stage Page 2 BLANCO | MARIANO | QUEMADO | VILLON OT 121: Lifespan Development and Occupation II Young Adulthood o o Deep personal commitments to others ? If one does not reach intimacy, one may become selfabsorbed. ? Isolation for self-reflection ? Sacrifice and compromise are needed in a relationship ? YA with strong sense of self are: ? Ready to fuse their identity with another ? â€Å"True Genitality† – mutual orgasm in a loving heterosexual relationship ? Resolution of this stage = LOVE ? The perils of not fulfilling the natural procreative urge. The notion that singles are dysfunctional. George Vaillant's Adaptation Theory ? Persons change and develop through their lives ? Persons? lives are influenced by quality of relationships with others and not by isolated traumatic events ? The level of mental health influences adaptation to life situations ? Typical pattern ? Men in 20s – dominated by parents ? Men in 20s and 30s – age of establishment; autonomy, marriage, children, deepen ed friendship ? Men in 23-35s- age of consolidation; doing what needs to be done ? Men in 40s – age of transition, questioning commitments, soulsearching or midlife crisis ?Four Adaptive Mechanisms ? Mature – humor, helping others, being altruistic psyschosomatic ? Immature symptoms (i. e. no physical reason but feels pain) ? Psychotic – distorting or denying reality ? Neurotic – developing irrational fears (i. e. developing anxiety) Daniel Levinson? s Life Structure Theory ? Evolving life structure ? Underlying pattern or design of a person at a given time ? Phases with tasks and accomplishments ? Has transitional phases for reflection in between ? 17-33: Entry Phase of YA ? Build first provisional life structure and emotional ? Financial independence ?Dream of future achievement ? Age 30 Transition ? Reevaluate entry life structure ? 30 onwards : Culminating Phase ? Settles down ? Set goals that are time bound ? ? ? Anchors life Transition ? Period of p reparation to enter the adult world ? Disequilibrium comes due to many choices an adult has to make ? Periods of stability and instability ? Response depends on self-definition ? Awareness of strengths and weaknesses ? Purpose ? From adolescent to adult ? Taking responsibility for one's self ? Making own decisions ? Redefining relationships with parents negotiation of ? Complete autonomy ?Independence ? Emotional Independence free from parental dependence, one can make decisions on their own ? Attitudinal Independence hold own beliefs, depends on strength of personality ? Functional Independence support self ? Conflictual Independence guiltless feeling about separation with parents ? From student to worker ? Works defines daily schedule, social contacts and opportunities for personal development ? During YA, work defines who you are. relationship ? Reciprocal between substantive complexity of work to a person's flexibility in coping with cognitive demands ?From living with parents t o living alone (culture bound) ? Moving from family of origin to family of procreation ? Taking over day to day problems and financial support ? Relationships ? Seek emotional and physical intimacy ? Erikson: crucial task of adulthood ? Important to do Self-disclosure – revealing important information about oneself to another ? Skills needed: ? Self-awareness ? Empathy ? Ability to communicate emotions ? Sexual decision-making ? Conflict resolution ? Ability to sustain commitments OT 121: Lifespan Development and Occupation II Young Adulthood Page 3 BLANCO | MARIANO | QUEMADO | VILLON The nature of intimacy ? May not include sexual contact ? Invokes a sense of belonging, emotional connection ? The need to form strong, stable, close caring relationship is a powerful motivator of human behavior (Papalia, et al. , 2004) ? The strongest emotions are invoked by intimate relationships. (Both good and bad: you bring out the best [and worst] in me) ? Need responsiveness to each other 's needs, mutual acceptance, and respect ? Sternberg's Triangular Theory of Love ? INTIMACY, PASSION, COMMITMENT – these 3 elements need to be present to form a real consummate relationship ?When you a love someone, you have to keep a PIC ? INTIMACY – Emotional element – Self disclosure –> connection, warmth and trust ? PASSION – Motivational element – Inner drive ? physiological arousal into desire. Cannot be controlled as it is a response of sensory physiological functions ? COMMITMENT – Cognitive element – Decision to love and to stay with the beloved  ¦ Patterns of Loving TYPE I P C Nonlove (interpersonal relationships) Liking  ¦ Infatuation („love at first  ¦ sight†) Empty Love (long term  ¦ relationship that lost intimacy and passion/arranged marriages)Romantic Love  ¦  ¦ Companionate Love (long  ¦  ¦ term, committed friendship in marriage with diminished physical attraction) Fatuous Love (whir lwind  ¦  ¦ courtship) Consumate Love  ¦  ¦  ¦ ? ? ? ? ? ? ? Dating Practices of Filipino YA o Can start as early as 12 years of age (Medina, 1991) o Non-traditional practices: ? Speed dating ? Females paying for own share ? Open relationships ? Internet/other virtual context Gay relationship o Seeking love, companionship and sexual fulfillment through a relationship with a person of same sex Lesbians are more likely to have stable monoganous relationships than gay men. Gay and lesbian partners living together tend to be committed as married couples o Issues with custody, adoption, taxation, insurance and societal acceptance still exist Filipinos and Gay Relationship o Christian values and social norms view it as a â€Å"sin† (unnatural or immoral) to engage in a gay relationship o Greater scorn in low-middle classes o May never have complete â€Å"coming out† due to pressure from society and family Marriage o ‘best way† to ensure orderly raising a children o Provides intimacy, commitment, friendship, affection sexual fulfillment, companionship, emotional growth, and new sources of identity and self-esteem Adjusting to Becoming a Spouse or Partner o Making joint decisions o Pooling of income o Living together ? Tests the relationships as the little that may annoy the partner are revealed. o Adjusting to each other's families o Taking on roles as husband and wife o Meeting each other's expectations Role of Extended Family among Married Filipino YAs o Serve as support systems o Older relatives as advisers o Younger relatives as companions (if couples are not yet going to have children) Divorce and Separation o In the Philippines, annulment -> legal separation, but one is not allowed to get married in the church again. It takes a long time before annulment is granted. Cohabitation before marriage, having divorced parents, bearing a child before marriage, having no child or having stepchildren are predictive whether a couple wil l end up separated or not o Reasons for divorce ? Incompatibility ? Lack of emotional support ? lack of career support ? Spousal abuse ? Mismatch of expectations o Effects of Divorce ? Income (no support, source of stress) ? Problems with identity and loneliness ? Anger and hostility ? Depression, alcoholism, sleep disorders, breakdown of immune system ? For the father, divorce can mean fewer rights to children, decline of income (support), less emotional support, negative impact on career o Divorce and Children ? Effects of divorce depend on ? Age ? Sex ? Nature of relationship with custodial parent Page 4 BLANCO | MARIANO | QUEMADO | VILLON oOT 121: Lifespan Development and Occupation II Young Adulthood ? ? ? ? Divorce in the Philippines ? Divorce is not acknowledged in the Philippines ? Cultural and religious influences affect acceptance of the practice ? Legal separation and annulment legal (Family Code of the Philippines, Executive Order 209) but costly and frowned upon ? House bill 1799, â€Å"An Act Introducing Divorce in the Philippines† filed July 27, 2010 The single life o Social pressure to marry o More freedom to take risks in life and make choices o Haven? t found the „right one? o Advantages ? Decisions about self o Disadvantages ? Loneliness and solitude ? Social risks ? Economic risks – no work, no money ?Physical risks – depression, breakdown of immune system Cohabitation o Unmarried couple in a sexual relationship in a consensual or informal union (living together) o Substitute for marriage/trial marriage o Partners may miss out on economic, psychological, and health benefits of marriage which has ? Long term commitment and security ? Greater sharing of resources ? Stronger community connection o Advantages ? Getting to know each other ? Understanding intimate relationships ? Clarifying what you want earlier o Disadvantages ? Social stigma ? Over involvement (isolation from friends) ? Sexual risks ? Perceived loss o f identity ? Over dependence ? Discomfort on ambiguity of situation ? Distance from friends o Cohabitation in Philippines ? 2. million Filipinos cohabiting (NSO, 2000), 18% of which between 20-24 years old ? 35% agree that live in arrangements are acceptable for couples intending to marry, 20% for couples do not ? 36% decide to cohabit because of economic reasons, 23% because of pregnancy, 15% as a â€Å"dry run,† 13% too young to marry, 3% not allowed to be married by parents, 2% lacking necessary documents Expression of sexuality o Decision to lead lifestyle o To marry and have a child o Engage in premarital sex o Showing who you are and how you relate to others in a manner of dress, roles fulfilled and preference for partner Sex, Homosexuality and Bisexuality in Philippines o Cultural and religious values still a major influence o ? ? ? ?Increasing tolerance compared to previous years, though limited to certain groups o â€Å"Private† practices in order to avoid dis crimination from society o Continued use of derogatory terms Parenthood o Change from traditional family in western industrial families o Trend to have less children and bear them later in life ? Increased maturity and commitment ? Decreased economic advantage of having large family ? Overpopulation and hunger in developing countries o Becoming parents ? Changes in identity and inner life ? Shifts in roles and relationships within marriage ? Changing roles and relationships outside of family (female and work) ? New parenting roles and relationships ? Shifting in previous mindset that fathers are breadwinners and mothers the primary caregivers ? Having a baby can affect marital satisfaction ?Less satisfaction when pregnancy is planned involvement means ? Increased increased satisfaction ? Low self-rating as parents decreased satisfaction o Stages of Parenting ? Image-making Stage (conception to birth) – creating images of self as parents ? Nurturing Stage (birth to 2 years) ) attachment of baby, balancing needs of child with emotional commitment and time spent with significant others ? Authority Stage (2 to 5 years) – examining type of parent one has become and will be ? Interpretative Stage (6 to 11 years) – reexamining and testing long-held theories ? Interdependence Stage (12 to 18 years) – re-asserting self as authority, competing and comparing self with children ?Departure Stage (leaving home) – taking stock of performance as a parent Having Children o marriage? s ultimate fulfillment (Papalia & Olds, 1995) o children give companionship, love and happiness o provide emotional and financial support in later years o psychological value for success to parents o give meaning to life Remaining Childless o Financial burden of raising a child o Fears if becoming less attractive or changing relationship with spouse o Enjoying freedom to travel and make decisions o Concentrating on careers or causes o Worries on being a parent Sin gle parenthood o Exhausting, continual struggle Page 5 BLANCO | MARIANO | QUEMADO | VILLON o OT 121: Lifespan Development and Occupation II Young Adulthood o o o o oOnly one of the two parents is present, may include spouses of OFWs Less financially secure than when with a partner Difficulty coping with demands and making decisions Balancing work and raising a child Extended families provide invaluable support ? ? Adult Friendships o Single young adults have more friends than of middle-aged and older adults o YA seek friendships for social stimulation and new info; later on in life will value friendships that are long-lasting and equitable o Socio-emotional selectivity theory ? Greater emphasis on fulfilling own emotional needs ? â€Å"Limited time left to live† o Center on work, parenting activities, and sharing of confidence and advice o Varying quality of friendships ? Intimate and supportive ? Frequent conlfict ? Common interests ? Lifelong or fleeting COGNITIVE CHANGES o Piaget's Cognitive Stage ? Formal operational thinking ? Introspection ?Abstract thinking ? Logical thinking ? Hypothetical thinking o Information Pocessing Skills ? Vocabulary: declines after 59; related more to educational level rather than age ? Sentence comprehension: deteriorates at 60 but may be attributed to hearing acuity ? Prose comprehension: young better than old ? Better at understanding short prose passages ? Better at remembering short prose passages ? Indication of capacity of working memory Memory ? ? Primary (short term/working memory) ? Secondary) ? Episodic (events, how things happened) ? Semantic (facts) (left when amnesia strikes in) ? Procedural (how-to) Creativity ? ? Break from procedural thinking ?Problem solving that produces novel solutions ? Increase steeply from 20s to late 30s to early 40s before gradually declining ? Historians/scholars: peak in the 60s and decline after ? Scientists: peak in 40s, decline in 70s ? Artists: peak in 30s to 40s and decli ne steeply after ? Differences within fields: poets before novelists, mathematicians before scientists o Trends in cognitive capacities ? Information processing at its peak OT 121: Lifespan Development and Occupation II Young Adulthood o o Better education suggests better chance of further increasing IQ in adulthood ? Type of course/interest/expertise can affect which skills are honed ? Skills frequently used are maintained ?Judgment and reasoning continue to develop throughout life Beyond Formal Operation Thought Draws on intuition and emotion and logic Experience and nuanced thinking Capacity to deal with uncertainty, inconsistency, contradiction, and compromise Born of experience and years of dealing with different situations Postformal thought Problem Finding Stage ? Raising questions from problems ? Involves dialectical thinking (accepting contradictions, exposure to both sides of problem) and wisdom (pragmatic knowledge acquired through time) ? Seeing shades of gray ? Transcen d a single logical system ? Reconcile conflicting ideas Post Formal Thought ? ? Shifting gears – â€Å"this might work on paper but not in real life† ? Multiple causality, multiple solutions – â€Å"let? s try it your way; if it doesn? t work, let? s try it my way† ? Compromise, there are more than 1 solution most of the time ? Pragmatism – â€Å"if you want the most practical solution, do this; the fastest, do that† ?Awareness of paradox – â€Å"doing this will give him what he wants, but it will only make him unhappy in the end† ? Know the consequences of the actions and the eventual implications that may be opposite to what was expected would happen Schaie's Stages of Adult Cognitive Development Achieving stage (late teens to early 20s-30s) ? ? Knowledge for independence and competence ? Using what one knows to pursue goals (career, family) Responsible stage (late 30s to early 60s) ? ? Using what one knows to solve practical problems associated with responsibilities to others (family members, employees) ? For long-range goals Sternberg's Triarchich Theory of Intelligence o Componential (analytic) ? How efficiently one processes information ?Knowledge on how to solve problems, monitor solutions, evaluate results o Experiential (insightful/creative) ? How people approach novel or familiar tasks ? Knowledge on how to compare new information with old and integrate this information in the palanner o Contextual /Practical ? How people deal with the environment Page 6 BLANCO | MARIANO | QUEMADO | VILLON ? ? ? Knowledge on how to look at a situation and decide how to look to move forward/get over with it. Involves tacit knowledge (inside information) Self-management Management of task Management of others Studies imply that componential intelligence grow until midlife. ? MORAL CHANGES Kohlberg's Stages of Moral Development ? o Postconventional Morality ?Stage 5: Morality of Contract, Individual Rights, and Dem ocratically Accepted Law ? Stage 6: Morality of Individual Principles of Conscience ? â€Å"What is right is what gives justice and is right for all individuals† Morality in YA ? o Cognitive awareness if principles comes in adolescence but commitment happens in adulthood o Growth influenced by: ? Encountering conflicting values away from home ? Being responsible for others Moral reasoning ? Stage 5 ? o Social contract where rules must be obtained through democratic consensus for will or majority and maximizing social welfare o Understanding of underlying purpose of law o Calls for change in a law that compromises basic rights Stage 6 ? Defines right and wrong on basis of selfgenerated principles that are broad and universal in application o Moral musical chairs as it depends on every situation, every context o Discovers through reflection Stage 7 ? o â€Å"Why be moral? † o Post-Kohlberg theorists o Equated to concept of self-transcendence o Achievement of cosmic persp ective (i. e. nirvana) Sample Situation: There was a woman who had very bad cancer, and there was no treatment known to medicine that would save her. Her doctor, Dr. Jefferson knew that she only had 6 months to live. She was in terrible pain, but she was so weak that a good dose of pain killer like ether or morphine would make her die sooner. She was delirious and almost crazy with pain, and in her calm periods, she would ask Dr. Jefferson to give her ether to kill her.She said she couldn? t stand the pain and she was going to die in a few months anyway. Although he knows mercy killing is against the law, the doctor thinks about granting her request. ? Stage 5: Yes, give her the drug o Although most of our laws have a sound basis in moral principle, laws against mercy killing do not. The doctor? s act is morally justified because it relieves the suffering of OT 121: Lifespan Development and Occupation II Young Adulthood ? ? the woman without harming other people. Yet he still must b e held legally accountable because society would be damaged if everyone simply ignored laws they do not agree with. Stage 5: No don? give her the drug o The laws against mercy killing protect citizens from harm at the hands of unscrupulous doctors and selfish relatives and should be upheld because they serve a positive function for society. If laws were to be changed through the democratic process, that might be another thing. But right now the doctor can do the most good for society by adhering to them. Stage 6: Yes, give her the drug o We must consider the effects of this act on everyone concerned – the doctor, the dying woman, other terminally ill people and all people everywhere. Basic moral principle dictates that all moral people have a right to dignity and self-determination as long as others are not harmed by their decisions. Assuming no one else will be hurt, she has a right to live or die as she chooses.The doctor may be doing right if he respects her integrity as a person and saves her, her family, and all of society from needless suffering. Stage 6: No, don? t give her the drug o If we truly adhere to the principle that human life should be valued above all else and all lives should be valued equally, it is morally wrong to â€Å"play God† and decide that some lives are worth living and others are not. Before long, we would have a world in which life has no value. CAREER CHANGES Selection of career path ? o Depends on: ? Interests, abilities, and personality ? Responsibilities ? Educational level ? Gender ? Social class ? Proximity to workplace ? Luck ? Parental attitudes o Continues from an adolescent's search for vocal identity, influenced by increasing realism ?YA gives you a perspective of what you can achieve, the only question is how to achieve it o Taking on increasing responsibilities o Entering college/getting specialized education o Getting work experience Entering the workforce ? o Reality shock ? Expectations clashing with reality ? Source of frustration and anger o Growth of competence and autonomy ? Positive role of mentors ? Independence and surpassing mentors o Growth of loyalty and commitment ? Maintaining excitement and commitment essential to mature satisfaction Page 7 BLANCO | MARIANO | QUEMADO | VILLON ? ? ? ? ? Identifying with occupation, employer, industry Gender-Based Adjustment o Males ? Roles they want to play ? Use of their abilities and training ?Authority ? Pay raises ? Job transfers o Female ? Use of their abilities, expectation, training ? Feeling of being in a dead end job because more opportunities for promotion are given to males ? Being stereotyped Factors that Affect career decisions o Work options/types o Changes in work skill demands (technology) o Flexibility of working time (home responsibilities) o Preparation for a specific job o Sexual stereotypes o Labeling of occupations o Security (permanent vs seasonal jobs) o Career goals o Personal values and expectations Job Sat isfaction o Intrinsic factors ? Work challenge (bored or challenged? ) ? Interest ? Work competence ? AchievementIntrinsic factors are the concern of ? YA. o Extrinsic factors ? Salary ? Status/position ? Comfort of environment ? Work hours ? Supervision and employment practices ? Attitudes and support of colleagues ? Opportunities for advancement -; concern form late YA and MA Other issues o Stress from work o Personal needs o Stimulation from work o Security o Actual work conditions Occupational Hazards o Depends on type of work o Stress ? Excessive work demands -; subjective ? Little to no control of work method/areas o Danger of dissatisfaction which leads to low motivation, trouble-making behaviors and hostility ? Which may lead to unemployment ? ? ? Degree of marital satisfaction ? Materialism ? Physical competitiveness ? o Mid30s to 40s (â€Å"midlife†) ? Affected by prominent physiologic changes ? Restricted activities Common Leisure Activities o Outdoor recreation o Parties/social activities o Sports and hobbies o Watching television o Arts and culture o Travel Factors that affect choice of leisure o Work o Finances o Health and mobility o Family and friends o Time o Community o Exercise Benefits of Leisure to YA o Dealing with stress o Providing social outlet o Maintaining health and wellness o Self-development -; not be confined with work LEISURE CHANGES o 20s ? ? ? ? o 30s ? ?New interests New acquaintances Strong physical component Intensive social mixing Affected by the decline of: Social life FILIPINO CUSTOMS, BELIEFS, and EXPECTATIONS o Use of â€Å"tabo†/ dipper o Filipino value system/pamantayan ? Halaga (evaluative): right or wrong ? Diwa (spiritual): sacred or profane, strong or weak ? Asal (expressive): good or bad o Ideal behavior for Filipinos would revolve around ? Industriousness ? Perseverance ? Patience ? Self-control o Kinship ? Child is central in linking people together Status as parent when child is born to ? them S tatus as grandparent when their ? children bear offspring ? Results in deep emotional attachment to parents, particularly mothers ?Marriage brings together two sets of kin and is sacred, special relationship ? Adoption as means of helping less fortunate relatives, and fulfillment of moral responsibility of married couples o Good reputation ? Emphasis on puri (personal honor or chastity) ? Clash of traditional values with Western values and practices ? Premarital and extramarital sex ? Emphasis on taking care of family's name o Ideal spouses ? Husband Good provider ? Good-natured ? Not cruel ? Hard and dedicated worker ? Page 8 BLANCO | MARIANO | QUEMADO | VILLON OT 121: Lifespan Development and Occupation II Young Adulthood o Not a drunkard Wife Good housekeeper ? Not quarrelsome ? Frugal and efficient manager ? Not lazy ? Sexually faithful ?Courtship in the Philippines ? Traditions include the following: Visiting the female at her home ? Having a chaperon at all times ? Serenading ? Serving in the house of the female ? ? ? o ? More freedom in current times Marriage Customs and Beliefs ? Siblings must not get married within the same year as it brings misfortune and difficulties ? Necessary to postpone wedding after a death in the family ? Ceremonies in nuptial mass Wedding paraphernalia which ? falls/touches the floor is bad luck Significance of lighting candle, veil, ? and cord OT 121: Lifespan Development and Occupation II Young Adulthood Page 9 BLANCO | MARIANO | QUEMADO | VILLON

A New American Society Essay

After the Americans gained independence from Britain in 1783 in the revolution. The colonies began to change their economic, social and political system, and began to write their new constitution that lead to the override of the Articles of Confederation in 1781. The major change the Americans accomplished was the separation from the monarchy. Thomas Paine said â€Å"the nearer any government approaches to a republic the less business there is for a king.† (Common Sense 1776) During the process of a new central government, states became independent with their own central government. However, this would give the central government less power over the 13 states. Another huge change in the colonies was the separation from the church. A preacher stated that under British rule that there was a â€Å"Moral obligation, imposed on the world, to answer the purposes of ambitious usurps.† (Lorenzo Dow pg.197) This would later lead to outpouring religious enthusiasm in the colonies and the Great Awakening. An economic issue was that only the states could impose taxes in the states and congress could only request funds to pay off debt. Another factor was that the government did not have a stable money currency in the colonies, which made it difficult to barter or trade with other states. The Northern part of the colonies focused more in manufacturing and the South depended on agricultural needs. Jefferson believed in more of an agricultural economy â€Å"our exterior commerce has suffered very much from the beginning†¦ we have manufactured†¦those who labor in the earth are the chosen people of God† (Notes on the state of the Virginia pg. 170). On the other hand, Hamilton believed in trading manufactured goods with Britain and believed in a society of manufacturing. The weak Articles of confederation lead to a new constitution in the colonies. The articles of confederation were ratified in the constitutional convention of 1781 in Philadelphia. Reasons it was considered â€Å"weak† was the lack of checks and balances, government could not impose taxes, and central government was weak and the lack of personal rights of the colonists. â€Å"Make the following declarations, of our humble opinions, respecting the most essential rights and liberties of the colonists†¦Ã¢â‚¬  (Declaration of rights pg. 124). James Madison was one of the founding fathers of the new constitution, because of his federalist papers.

Purpose of Evaluating Customer Service Policies

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 non-profit making educational or research purposes. All other uses should gain prior permission in writing from the Government of the Hong Kong Special Administrative Region. Requests should be directed to the: Education Bureau 3/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai, Hong Kong i Introduction to Hospitality Acknowledgements We would like to express our gratitude to the following organizations for giving us the permission to reprint some of the pictures and /or providing us with information for completing the curriculum support package: The Association of National Tourist Office Representatives in Hong Kong, ANTOR (HK) Centre for Food Safety, Food and Environmental Hygiene Department ii Introduction to Hospitality IntroductionA set of curriculum support package of tourism and hospitality learning and teaching materials is being developed by the Personal, Social and Humanities Education Section of Curriculum Development Institute, Education Bureau for the implementation of the senior secondary Tourism and Hospitality Studies curriculum in schools. The curriculum support package is comprised of eight manuals, and they are developed to broaden students’ knowledge of the eight different units of the Tourism and Hospitality Studies curriculum.The content of this manual – Introduction to Hospitality, should enhance students’ understanding of the dynamic nature of the tourism and hospitality industry. In addition, the manual includes activities to deepen students’ understanding and help them to apply theories and concepts. Furthermore, students should be able to develop enquiry, problem-solving and decision-making skills through these activities. All comments and suggestions related to this curriculum support package may be sent to: Chief Curriculum Development Officer (PSHE) Personal, Social and Humanities Education Curriculum Development InstituteEducation Bureau 13/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai Hong Kong April 2009 iii Introduction to Hospitality Table of Contents 1 Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1 1. 1 Introduction to Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 1 1. 1. 1 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 3 1. 1. 3 2 The Nature of the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 1Relationship between the Hospitality Industry and Tourism †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 3 Accommodation Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 6 2. 1 Introduction to th e Accommodation Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 2. 1. 1 2. 2 Classification of Accommodation Establishment †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 Introduction to the Hotel Operations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 12 2. 2. 1 Hotel Ownership †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2 2. 2. 2 The Functions and Departments of a Hotel †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 15 2. 2. 3 Introduction to the Rooms Divisi on †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 17 2. 2. 4 Front Office Operations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 2. 2. 4. 1 Guest Cycle †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 2. 2. 4. 2 Front Office Department †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 22 2. . 4. 3 Types of Hotel Guest †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 36 2. 2. 4. 4 The Accommodation Product †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 37 2. 2. 5 Housekeeping Operations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 41 2. 2. 5. 1 2. 2. 5. 2 In-room Guest Supplies and Amenities †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 49 2. 2. 5. 3 Room Status Codes†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 50 2. 2. 5. 4Types of Guest Requests †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 52 2. 2. 5. 5 3 Housekeeping Department †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 41 Security Procedures †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 55 Food and Beverage Sector †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 57 3. 1 Introduction to the Food and Beverage Sector†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 57 3. 1. 1 Food and Beverage Operations (Hotel)†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7 3. 1. 2 Classification of Food Service Establishments †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 78 iv Introduction to Hospitality 3. 1. 3 3. 2 3. 2. 1 Types of Food and Beverage Services †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 82 Food and Beverage Service Principles †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 86 Basic Knowledge of Menus, Food and Beverage Services and Kitchen Operations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦. 86 3. 2. 2Ambience of an Establishment †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 98 3. 2. 3 Menu Planning and Design †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 110 3. 3 4 Food Safety and Personal Hygiene†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 117 The Role of Technology in the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 240 4. 1 The Development of Technology in the Hospitality Industry †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 240 4. 1. 1 The Importance of Employing Up-to-date Information Technology †¦Ã¢â‚¬ ¦Ã¢ € ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 40 4. 1. 2 The Ways Technological Changes Improve the Operational Efficiency of the Hospitality Industry for Customers, Tourists and Staff †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 242 4. 1. 3 The Property Management System (PMS) in Hotels†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 243 References †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 246 v Introduction to Hospitality 1 Hospitality Industry 1. 1 Introduction to Hospitality Industry 1. 1. 1 The Nature of the Hospitality Industry What is the meaning of HOSPITALITY? There have been different definitions of Hospitality.Broadly speaking, Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink an d accommodation. A contemporary explanation of Hospitality refers to the relationship process between a guest and a host. When we talk about the â€Å"Hospitality Industry†, we are referring to the companies or organisations which provide food and/or drink and/or accommodation to people who are away from home. However, this definition of the â€Å"Hospitality Industry† only satisfies most situations. Can you think of any circumstances where the phrase â€Å"away from home† would not be accurate?Resort hotel 1 Introduction to Hospitality ACTIVITY 1 In groups, consider the hospitality industry in Hong Kong. Discuss the different sectors in the hospitality industry. (Hint: A sector of hospitality industry can be profit-making or non-profit-making. ) You may also give the names of some companies in the hospitality industry. One example has been given in the table below. Work on the table to see which group in your class comes up with the most appropriate examples. H ospitality industry in Hong Kong Sector Products/services provided Example Name of company/ organisation Food and BeverageFood and drink Fast food McDonald’s ACTIVITY 2 Look at the table that your group has just completed and compare the answers with other groups. Have you been to any of the above companies or organisations? What services did you receive from them? Were you satisfied with the way you were treated by the company or its staff? Did they understand what services you wanted? Did they provide what you wanted quickly and accurately? Was the staff member friendly or rude? Based on the discussion above, suggest five qualities or traits that a successful staff member in the hospitality industry should possess.Do you or your group members possess any of these qualities or traits? 2 Introduction to Hospitality 1. 1. 2 The Tangible and Intangible Nature of the Hospitality Industry In Activity 1, we learned about different types of products and services provided by the hos pitality industry. The physical products of hospitality, e. g. food and drink in a restaurant or the actual hotel room, are products that are sold at a price to the guests or customers (e. g. the price a guest paid for renting a hotel room, or the price a customer paid for buying a meal in a restaurant). These are often regarded as the TANGIBLE aspects of hospitality.However, our experience of the hospitality industry does not only rely on the tangibles. Think about your experience of being a customer in a restaurant or a guest in a hotel. What else, apart from the food in restaurants and the facilities in hotel rooms, do you think can make your hospitality experience more enjoyable and satisfied? A successful hospitality business does not only count on its products and services, but also how they are delivered. The qualities of staff and the way they deliver the service are often more important than the tangible products in making a hospitality experience satisfactory or unsatisfac tory.We call these the INTANGIBLE aspects of hospitality. Can you think of any INTANGIBLE aspects of the hospitality industry? 1. 1. 3 Relationship between the Hospitality Industry and Tourism As we have seen, the hospitality industry includes hotels and restaurants, as well as many other types of organisations or institutions that offer food, drink, shelter and other related services. These products and services are offered not only to people away from home, but also to local guests. A manager in the hospitality industry, therefore, must keep in mind the following three objectives: 1. Making the guests feel welcome personally . Making things work for the guests 3. Making sure that the operation will continue to provide service and meet its budget Apart from local guests, can you think of any other guests who may need services and products provided by the hospitality industry? 3 Introduction to Hospitality ACTIVITY 3 Now work in pairs and follow the instructions below: Tourist A â⠂¬â€œ You are an 18-year-old student from Beijing. You visit Hong Kong for the first time with your cousin who is also from Beijing this summer. As you are a student, you travel on a budget and are planning to come to Hong Kong round trip by train.You plan to stay in Hong Kong for 5 days/4 nights. Tourist B – You are a businessman from Sweden. Your company is a car manufacturer. You come to Hong Kong for an international automobile exhibition. You will fly to Hong Kong and stay for two nights before you fly to Singapore for another business meeting. You will stay in Singapore for two nights before going home. In two minutes, write down as many as possible of the products and services you would require from the different sectors of the tourism industry for your trip. Compare your answers with those of your partner.Do you have different or similar answers? How many of the points you jotted down are similar to those of your partner? Fill in the following table: A young student ( Tourist A) A business traveller (Tourist B) In Activity 3 we learned there are different kinds of tourists. Regardless of what type of tourist they are, they all need shelter and food and drink – the basic hospitality services – at ALL points of the tourism cycle, not just at the destination. This is why hospitality can be referred to as one of the principal dimensions in tourism, along with transportation, specialist shops and leisure activities.Unlike tourism, hospitality, however, serves both tourist and non-tourist needs. To enhance your understanding of the relationship between the hospitality and tourism industry, complete Activity 4. 4 Introduction to Hospitality ACTIVITY 4 The following diagram shows the relationship between the hospitality and tourism industry. Can you think of more services with examples to add to the diagram? Hospitality Industry Tourism Industry Hospitality Institutional/ Welfare Catering e. g. Hospital Catering Commercial Accommodation Ser vices e. g. Hotels, Guest HousesTransportation services e. g. Car Rental, Airlines In Activity 4 we learned the hospitality industry is a part of a wider group of economic activities called tourism. In addition, not all hospitality businesses are profit-making business. In this Unit, we have learned that there are two main business sectors in the hospitality industry: ? Accommodation – To provide accommodation (and usually food and drink) to people who for whatever reason are away from home ? Food and beverage – To provide food and beverage to local, commuting, transient customers and touristsThese two sectors will be covered in more detail in Units 2 and 3 respectively. 5 Introduction to Hospitality 2 Accommodation Sector 2. 1 Introduction to the Accommodation Sector 2. 1. 1 Classification of Accommodation Establishment Guestroom There is no generic rule for classifying accommodation establishments globally. One method is to divide accommodation into two main groups: ? ? Non-commercial Commercial Accommodation Non-commercial Commercial Hotels Private e. g. Private Home Non-profit e. g. Shelter Institutional e. g. University Figure 1: Accommodation structure 6 Introduction to HospitalityThe Hotel Proprietors Ordinance Chapter 158 provides a clear definition of a hotel: Hotel means an establishment held out by the proprietor as offering sleeping accommodation to any person presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received. As Hotel is the predominant type of commercial accommodation in Hong Kong, we, therefore, will discuss in depth about how hotels can be classified. Hotels can be classified by: ? Location: e. g. city centre hotels, suburban hotels, airport hotels and highway hotels/motels ? Function: e. g. ommercial hotels and convention hotels ? Market segment: e. g. resorts, health spas, timeshares/vacation ownership and casino hotels ? Dist inctiveness of property: e. g. all-suite hotels, boutique hotels, extended-stay hotels, historic conversions and bed and breakfast inns ? Price and staff/room ratio ? Size: e. g. under 150 rooms, 151-300 rooms, 301-600 rooms, more than 600 rooms ? Rating (grading) : e. g. one-star to five-star or one-diamond to five-diamond In 2008, the Mobil Travel Guide used its own rating system to give awards to some hotels in Hong Kong, Macau and Beijing. Below is an excerpt from the following web link: ttp://stars. mobilinternationalratings. com/stars â€Å"Mobil Travel Guide, now in its 51st year as one of the oldest and most respected inspection and ratings system in the world, is pleased to announce its 2009 Four- and Five-Star Winners. Representing a landmark in the company's history, 2009 is the first year that international cities have been rated and received Star Awards, and the winners from Beijing, Hong Kong, and Macau are included. In November, Hong Kong and Macau were awarded with the most Mobil Five-Star rated hotels and spas for a given city in the history of the company. † 7 Introduction to HospitalityACTIVITY 5 With the aid of the above web link, list the five-star hotels and spas in Hong Kong as awarded by the Mobil Travel Guide in November 2008. ACTIVITY 6 The Hong Kong Tourism Board (HKTB) has developed its own hotel classification system. Look up the information from the PartnerNet website (http://partnernet. hktb. com/pnweb/jsp/comm/index. jsp) and answer the following questions: a) How does HKTB define the hotels in Hong Kong? b) Does HKTB make public the listing of hotels by category? The following chart shows various types of accommodation used by travellers and their respective characteristics:Name(s) City centre hotels Characteristics These hotels are located within the heart of a city. The type may vary greatly from business, suites, residential, economy, mid-scale to luxury. Local example: ____________________ Suburban hotels Suburban ho tels tend to be smaller properties which usually provide full-service, and locate in suburban area. Local example: ____________________ These hotels are designed especially to accommodate air travellers. They offer a mix of facilities and amenities. The majority offer guests transportation to and from the airport.Local example: ____________________ Airport hotels They are designed for overnight stays for car travellers, often with very Highway hotels/Motels basic facilities. The rooms usually have direct access to an open parking lot. They are often smaller than most hotels. They are located on the outskirts of towns and cities. Local example: ____________________ Convention hotels These hotels can have 2000 rooms or more. In addition to accommodation, they provide extensive meeting and function space for holding conventions. There are banquet areas within and around the hotel complex.Most of them provide an in-house laundry, a business centre, airport shuttle service, and 24-hour r oom service. They are often in close proximity to convention centres and other convention hotels. Local example: ____________________ 8 Introduction to Hospitality Commercial They are located in downtown areas. They tend to be smaller than convention hotels. Meeting and function space are smaller, and there hotels are fewer banquet areas. Local example: ____________________ Resort hotels These hotels are located in picturesque, sometimes remote settings. Guests travel long distance to resorts. Usually, they tend to stay longer.Resorts typically provide a comprehensive array of recreational amenities, as well as a variety of food & beverage outlets ranging from informal to fine-dining restaurants. Local example: ____________________ Spa hotels They are located in resort-type settings or as part of city spa hotels. They provide accommodations, spa treatments, programs and cuisine. Programs offered vary widely. They may include relaxation/stress management, fitness, weight management, grief/life change and pilates/yoga. Spas have professional staff that often include dieticians, therapists, masseurs, exercise physiologists, and in some cases, physicians.Local example: ____________________ Timeshares/ This is a type of shared ownership where a buyer purchases the right to use the property for a portion of each year. In many cases, when the Vacation timeshare is purchased, the buyer receives a deed. This indicates that ownership the buyer can use the property each year at the time specified for the number of years based on the deed and the purchase can be handed down to the buyer’s heirs. Local example: ____________________ Casino hotels They have gambling operations which are the major revenue centres. They also provide live entertainment.A wide variety of luxury amenities, hotel services including fine and casual dining and shopping centres are typically available on site. Local example: ____________________ All-suite hotels The guest rooms in these hotels are larger than normal hotel rooms, with separate areas for working, sleeping and relaxing. A living area or parlour is typically separated from the bedroom, and some properties offer a kitchen set-up in the rooms. The amenities and services can vary widely. They can be found in various locations such as urban, suburban, or residential. Local example: ____________________ 9 Introduction to Hospitality Boutique otels Boutique hotels differentiate themselves from traditional hotels and motels by providing personalized accommodation and services/facilities. They are sometimes known as â€Å"design hotels† or â€Å"lifestyle hotels†. The price varies greatly. They are very different in their â€Å"look and feel† from traditional lodging properties. They are more intimate, and, perhaps, more luxurious, and stand out as an individual. The amenities vary greatly depending on what the hotel’s environment and theme chosen. For example, a boutique hotel may not of fer Wi-Fi Internet, air conditioning, or cable/pay TV if it is focus on comfort and solitude.Local example: ____________________ Extendedstay hotels/ Serviced Apartments These properties cater to guests who stay for an extended period. They usually offer full kitchen facilities, shopping services, business services and limited housekeeping services. Local example: ____________________ Historic conversion hotels These properties have historic significance. They have been converted into lodging establishments with retention of their historic character. Local example: ____________________ They are usually family-owned. They are private homes whose owner Bed and ives on or near the premises and rents out rooms to overnight guests. breakfast inns (B) The paid accommodation typically includes breakfast. A popular term is â€Å"B (i. e. bed and breakfast provided). The host often provides guests with assistance regarding directions, and information regarding the local area including sight seeing suggestions. It is usually located in rural areas and villages. Local example: ____________________ Guest houses Guest houses are similar to bed and breakfast inns. They range from low-budget rooms to luxury apartments. They tend to be like small hotels in bigger cities.Though the facilities are limited, most rooms are air-conditioned with en-suite shower and toilet. Local example: ____________________ Hostels They are very cheap accommodation. The sleeping arrangements are usually in dormitory style and there may also be self-catering facilities on site. Local example: ____________________ They are bedrooms on a ship or train for passengers. Local example: ____________________ Villas/Chalet They are self-catering accommodation in a private bungalow, usually rented to prestigious or renowned guests. In many cases, it refers to a s (usually small cottage with an overhanging roof in a seaside resort, e. . beach found in houses. skiing and Local example: ____________________ bea ch resorts) Cabins 10 Introduction to Hospitality ACTIVITY 7 Based on the characteristics of various types of accommodation listed above, browse the website and fill in a local example. In Activity 7 we learned that a hotel may fall under more than one classification. For example, The Landmark Mandarin Oriental, Hong Kong is a luxury city centre and spa hotel. In addition, different types of hotel will offer different kinds of products and services for their guests and will be run differently to meet their guests’ needs.A luxury hotel may provide more personalised services and facilities that may not appear in a limited-service hotel. Examples include high-speed broadband Internet access, LCD televisions, DVD/CD home entertainment sound systems, 24-hour butler service and in-room dining, and 24-hour concierge and business services. 11 Introduction to Hospitality 2. 2 Introduction to the Hotel Operations Hotel swimming pool Hotel fitness centre 2. 2. 1 Hotel Ownership Another way to classify hotels is by their ownership, which can be: ? Private An independent hotel owned by a person/partnership/private company e. . Shamrock Hotel ? Local group Several hotels owned by a local company e. g. Harbour Grand Hong Kong, The Kowloon Hotel, Harbour Plaza Hong Kong, Harbour Plaza Metropolis, Harbour Plaza North Point and Harbour Plaza Resort City are all owned by Harbour Plaza Hotels & Resorts ? International group A hotel which is part of an international chain of hotels e. g. JW Marriott Hotel Hong Kong is part of the Marriott International, Inc. 12 Introduction to Hospitality Hotel management Hotels can be operated in one of the following ways: ? Independently owned and operatedThese can be independent hotels, with no affiliation, that are being managed by the owners of the properties. ? Management contract Management contracts are hotel management companies which operate properties owned by other entities. In some cases, the hotel owners may arrange to run the ir properties through a management contract with a company that specialises in managing hotels. The reason for this is that the owner may not: – Have the necessary expertise – Desire to become involved in the operation of the hotel Benefits for the hotel management company: – Little or no up-front financing or equity involved Manage the property for the contract period such as five, ten or twenty years – Receive a management fee during the contract period ? Franchising Some investors prefer to use the franchising concept in running the hotel. Franchising in the hospitality industry is a concept that: – Allows interested investors to use a company’s (the franchisor) name and business format – Is made up of properties where the franchisees agree to run the hotel in accordance with the strict guidelines set by the franchisor – Allows a company to expand more rapidly by using others’ capital Benefits for the franchisee: Obta in from the franchisor the expertise in doing business such as site selection, planning, pre-opening training, operations manuals, information management, central reservation system, field support, quality control, purchasing, advertising, marketing, new products and concepts – The franchisee has complete control and responsibility over the daily operation of the property In return, the franchisor receives a joining fee and an ongoing fee from the franchisee. 13 Introduction to Hospitality ? Referrals Referral associations, e. g. Leading Hotels of the World (LHW), offer to hotels similar benefits as franchising, but at a lower cost.Some hotels choose to become a referral property. This means that the property is being operated as an independent hotel in association with a certain chain. These hotels refer guests to one another’s properties and share a centralised reservation system, a common logo, image, or advertising slogan. Hotels pay an initial fee to join a referr al association and further fees are based on services required. As the property has already been physically developed, the owner may want assistance only with marketing, advertising, management, or reservation referral.In addition, guests may find more variation among the referral properties as size and appearance standards are less stringent than those in a franchise agreement. However, every hotel is assessed and checked regularly to ensure that it maintains the highest standards. ACTIVITY 8 State two drawbacks for a franchisee joining a franchise company. ACTIVITY 9 Browse the website and find out two international hotel chains that provide management contract and franchising services to the hotel owners. 14 Introduction to Hospitality 2. 2. 2 The Functions and Departments of a HotelThe day-to-day operations of a hotel are the key factors determining the success or failure of its service. It is necessary to understand the structure of hotels in order to get an overview of how the organisation fits together. General Manager Resident Manager Rooms Division Engineering Security Human Resources Food & Beverage Sales & Marketing Accounts Figure 2: Major departments of a five-star hotel Regardless of the size of a hotel, the organisational structure will be basically the same. It is usually divided into several distinct departments, each responsible for a particular area of work.The larger the hotel is and the more facilities it offered, the more specialised the departments become. For example, the front office and housekeeping department are under the control of the director of rooms. The duties of key executives 1. General Manager The main responsibilities of the general manager (GM) include: ? Providing leadership to the management team ? Coordinating the work of all departments ? Participating in the formulation of hotel policies and strategies ? Leading the hotel staff in meeting the financial, environmental and community responsibilities Assuming full respo nsibilities for the overall performance of the hotel 2. Resident Manager The main responsibilities of the resident manager include: ? Holding a major responsibility in developing and executing plans developed by the owner(s), the general manager and other members of the management team ? Checking on operations, providing feedback and offering assistance when needed ? Completing, reviewing and summarizing statistical reports and sharing them with the general manager ? Assuming responsibilities for the daily operations and management of the hotel 5 Introduction to Hospitality Functions of major hotel departments 1. Engineering The engineering department is responsible for maintaining the physical plant of the hotel such as electricity, plumbing, air conditioning, heating and elevator systems; and for overseeing all mechanical and technical conditions of the hotel. 2. Security Security is an important concern in every hotel. The security department is responsible for implementing proce dures which aim at protecting the safety and security of hotel guests, visitors, hotel employees and the hotel itself.Examples include monitoring surveillance equipments, patrolling the hotel premises and maintaining security alarm systems. 3. Human Resources The human resources (personnel and training) department is responsible for hiring, orientation, training, wages and benefit administration, labour relations, employee relations, and staff development. 4. Food and Beverage The food and beverage (F) department provides food and beverage services to the hotel guests and visitors through a variety of outlets and facilities/services.Examples include lounge, bar, coffee shop, restaurants, banquet service, room service (also called in-room dining) and cake shop. 5. Sales and Marketing The main functions of the sales and marketing department involve generating new businesses for the hotel, coordinating advertising, as well as sales promotions and public relations activities aiming at e nhancing the hotel’s image. 6. Accounts The accounts department is headed by the financial controller who, as a key member of the management team, can guide the hotel to an increasing profitability through better control and asset management.In addition, this department is responsible for monitoring all of the financial activities of a hotel. Examples include overseeing accounts receivable, accounts payable, payroll, and cost control systems of the hotel; keeping records of assets, liabilities and financial transaction of the hotel; preparing the monthly profit-and-loss statement, coordinating with purchasing department and information technology department, and handling guests’ inquiries about billing. The functions of Rooms Division will be covered in detail in Unit 2. 2. 3. ACTIVITY 10Browse the website and find a five-star hotel in Hong Kong/Macau that has a video in English and Chinese promoting its services and facilities to the guests. 16 Introduction to Hospita lity 2. 2. 3 Introduction to the Rooms Division Rooms Division Front Office Department Housekeeping Department Figure 3: Organisation of the rooms division The main source of income for most hotels comes from the rooms division and the food and beverage department. In general, the rooms division comprises two major departments, the front office and housekeeping, which are involved in the sales or services of rooms to guests.The director of rooms is responsible to the general manager for the effective leadership and smooth operation of all departments that make up the rooms division. Front desk counter 2. 2. 4 Front Office Operations The front office is the nerve centre or hub of a hotel. It is the department that makes the first and last impression on the guests, and the place that guests approach for information and service throughout their stays. 17 Introduction to Hospitality Front desk clerk The three main functions of the front office are as follows: 1. Selling rooms 2.Maintain ing balanced guest accounts 3. Providing services and information to guests 2. 2. 4. 1Guest Cycle The operation of the front office department is mainly determined by the type and number of guest transactions which take place during the four different phases of the guest cycle as shown in Figure 4 and listed below: ? Pre-arrival The stage where the guest makes room reservation. ? Arrival The point when the guest arrives at the hotel. ? Occupancy The period during which the guest stays in the hotel. ? Departure The point when the guest checks out and leaves the hotel. 8 Introduction to Hospitality Figure 4: The guest cycle Complete Activity 11 to enhance your understanding of the various types of transactions and services which may occur between the guest and the hotel during different phases of the guest cycle. 19 Introduction to Hospitality ACTIVITY 11 Determine at which stage(s) of the guest cycle the following guest transaction or service could occur. a) Fill in the Answer column below with the correct alphabet (A-D) which denotes the four different stages of the guest cycle. A – Pre-arrival B – Arrival C – OccupancyD – Departure The first one has been done as an example for you. No. Guest Transaction or Service Answer(s) 1. Reservation A 2. Mail and information 3. Transportation 4. Telephone call and message 5. Check-in and registration 6. Flight confirmation 7. Room assignment 8. Safe deposit 9. Issuing of key 10. Baggage handling 11. Maintaining guest account 12. Bill settlement 13. Issuing of breakfast coupon 14. Currency exchange 15. Wake-up call 16. Check-out 17. Booking of theatre ticket 20 Introduction to Hospitality b) When you complete studying this section – 2. 2. Front Office Operations, try this activity again by filling in your answers using the guest cycle provided below. In Activity 11, we have learned that different types of guest transactions and services could occur in the four different phases of the gu est cycle which are being handled mainly by the front office department. The following will explain how different sections of the front office department are being organised to handle these guest transactions. 21 Introduction to Hospitality 2. 2. 4. 2 Front Office Department Front Office Manager Assistant Front OfficeManager Assistant Manager Telephone Services Manager Reservations Manager Front Desk Manager Guest Relations Telephone Supervisor Reservations Supervisor Front Desk Supervisor Telephone Operator Reservations Clerk Front Desk Clerk Chief Concierge Baggage Supervisor Baggage Porter Executive Floor Manager Senior Airport Representative Executive Floor/Business Centre Airport Representative Door Attendant Parking Parking Attendant/Driver Attendant Figure 5 Front office organisation chart of a large hotel Figure 5 shows an organizational chart for a front office.This illustrates the structure and lines of communication which operate within the front office. The front office department is headed by the front office manager (FOM) whose main duty is to enhance guest services by constantly developing services to meet guests’ needs. The FOM performs the following duties: ? Monitoring reservation status ? Looking over market mix and preparing occupancy forecasts ? Determining rate structures and supervising implementation of rate policies ? Reviewing previous night’s occupancy and average room rate ? Reviewing arrivals and departures for the day and the next day ?Making staffing adjustments needed for arrivals and departures ? Reviewing the VIP list, checking VIP rooms, meeting VIPs and entertaining them 22 Introduction to Hospitality (1) Telephone The telephone department is headed by the telephone services manager. The telephone supervisor and telephone operator process all incoming and outgoing calls through the hotel switchboard. Staff in this department generally possesses good language and communication skills. The members need to: ? Prov ide general information regarding the hotel or local attractions to guests over the telephone Place international calls, morning calls and wake-up calls as required by guests ? Administer the paging system of the hotel, which provides a communication service between certain hotel staff and management staff who are not always in their offices ? Administer the in-room movie system of the hotel ? Stay familiar with the names of Very Important Persons (VIPs) in the hotel ? Protect guest privacy by not disclosing room number, guest information and reporting suspicious person ? Communicate weather emergency to management, engineering, security and guests ?Perform the role of communications centre in the event of emergency In order to provide better service, some hotels have introduced the â€Å"one-stop service† with all guest requests being carried out through the telephone department. For example, if a guest called in and wanted to place a booking with the coffee shop, the line w ould be transferred by the telephone operator to the coffee shop in the past. With the â€Å"one stop service†, the telephone operator will take the booking for the guest. This can speed up the booking process and leave the guest a better impression. 2) Reservations The reservations manager takes charge of this section and makes decisions on whether room reservations/bookings should be accepted when the hotel is fully booked. That is, to stop taking room reservations or to allow overbooking of rooms. The reservations supervisor will monitor closely all the room reservations taken and report to the reservations manager when abnormal situations happen. For example, there is a larger number of room cancellations than usual. The reservations clerk will: ? Handle reservation request and prepare reservation confirmation slips ?Request guests to confirm or guarantee their room reservations ? Keep records of the details of each reservation and the number of room reservation taken for each night ? Provide the front desk with details of room reservation due to arrive the next day ? Prepare VIP lists ? Update guest history records Reservations may originate from different sources: ? Direct reservation via telephone, fax, letter, e-mail or Internet ? Reservation network systems such as Leading Hotels of the World (LHW) ? Travel agents ? Tour operators ? Meeting planners ? Walk-in 23 Introduction to HospitalityWhen a reservation request is accepted, the details of the room reservation such as guest name(s), staying period, room type and rate, method of payment, guest contact information and special requests will be recorded on a reservation form, as shown in figure 6, and in the computer. It is common practice for hotels to overbook during peak season in order to ensure full occupancy as some guests are likely not to show up. Overbooking refers to a situation when the hotel takes more reservations than the number of its rooms to accommodate. Therefore, reservations clerk will request guests to guarantee their booking during peak season.For guaranteed reservation, hotel will hold the room for the guest overnight or during the guaranteed period as the guest has prepaid for the room and no refund will be given if the guest does not show up. By contrast, a non-guaranteed reservation means that the hotel will hold the room until a stated cancellation time, normally up to 6 p. m. on the arrival date and then release the room for sale if the guest does not arrive. 24 Introduction to Hospitality RESERVATION FORM ________ ____________________ Title ___________________ Surname First Name __________________ Second Name Arrival Date: Departure Date: Flight/Time:Flight/Time: No. of Persons: No. of Rooms/Room Type: Room Rate: _____________________________________ Corporate Discount Travel Agent Airline Discount Discount Courtesy Package Discount Transportation Required: Airport to Hotel Hotel to Airport Round Trip Billing Instruction: Guest A/C Room on Comp any All Expenses on Company Other: __________________ Guaranteed By: Company letter/fax/e-mail Fax Deposit Credit Card No. : ________________________________ Expiry Date: ____________ Company Name: Telephone/Fax no. : Reserved by: E-mail Address: Confirmation: Yes/No Remarks: Approved by: Taken by: Date: Figure 6:Reservation form 25 Introduction to Hospitality (3) Concierge The concierge comprises of a large group of uniformed staff, including: ? Chief Concierge ? Airport Representative ? Driver ? Parking Attendant ? Door Attendant ? Baggage Porter ? Baggage Supervisor The chief concierge is the overall in charge of this section. He/she normally works at a desk in the main foyer. The following guest services are provided by the concierge: ? Providing information/advice on hotel products/services, entertainment, attractions, sightseeing tours and local restaurants ? Confirming airline passages and purchasing airline tickets Reserving tables at restaurants and tickets to shows ? Arran ging the hire of hotel limousine and other transportation service such as a private jet ? Handling guest requests and inquiries, e. g. shopping request and an inquiry concerning the direction to a local bank Airport Representative Duties include: ? Greeting hotel guests at the airport ? Arranging hotel transportation for guests from the airport to the hotel ? Answering inquiries from guests about the different means of transportation available from the airport to the hotel such as airport express train, airport shuttle and bus ?Taking hotel room bookings ? Assisting departing guests at the airport ? Liaising with airlines for special arrangements such as wheelchair for guests and the handling of guest baggage lost by the airlines Driver Duties include: ? Taking guests to and from the airport ? Acting as personal driver for guest upon request such as taking guest to his office or for sightseeing tour Parking Attendant Duties include: ? Parking cars for guests patronising the hotel ? Assisting the door attendant in ensuring that traffic at the main entrance is smooth 26 Introduction to Hospitality Door Attendant Duties include: Greeting all new arrivals ? Providing door service to guests ? Summoning baggage porter to assist arriving guests ? Calling taxis and providing the hotel address card for guests ? Paying taxi fare on behalf of the hotel guests who do not have local currencies ? Directing traffic and parking of vehicles at the main entrance In general, the door attendant works outside the hotel’s entrance. Hotel entrance Baggage Porter (Bell Attendant) Duties include: ? Handling guest baggage in and out of the hotel ? Escorting check-in guests from the front desk to their rooms and introducing facilities in the room Running errands for the executive office and hotel guests such as going to the post office buying stamps/sending parcels, doing grocery shopping and obtaining visa to China for guests ? Delivering to guest room newspapers, mail, fax, mes sage and parcel, etc ? Handling storage of guest baggage/belongings for late check-out, next arrival or outsiders to pick up Baggage Supervisor (Bell Captain) Duties include: ? Answering telephone calls from guests regarding luggage pick up from room ? Assigning baggage porter to handle the guest baggage ?Receiving guest article, such as a tailor-made shirt from outsider, and assigning a baggage porter to deliver it to the guest room ? Handling guest requests for postal services such as collecting the postage fee of sending a parcel from the guest 27 Introduction to Hospitality (4) Front Desk (Reception) The front desk is headed by the front desk manager whose main duty is to ensure that the hotel achieves the highest possible level of room occupancy and the maximum revenue. Front Desk Supervisor (Reception Supervisor) Duties include: ? Overseeing the smooth running of the front desk ? Compiling duty roster Greeting important guests (VIPs) ? Assigning rooms to guests ? Dealing with group arrivals ? Handling guest requests such as room change and complaints not being able to be handled by subordinates Front Desk Clerk (Receptionist) Duties include: ? Greeting the guest ? Providing information and promoting hotel facilities and services to guests ? Checking in the guest ? Maintaining guest account ? Checking out the guest ? Administering the safe deposit system of the hotel ? Providing foreign currency exchange service to guest Registration (Check-in) The purposes of registration include the following: Recording the arrival of guest ? Confirming the personal details of guest ? Satisfying legal requirements Stages of registration ? Preparing for guest arrival such as check for arrivals with special requests ? Greeting the guest ? Determining the room rate and assigning room ? Assisting guest to complete the registration form ? Checking guest’s method of payment ? Handing over mail, message, article received before guest arrival and breakfast coupon (if app licable) to guest ? Issuing room key to guest ? Escorting guest to the room and introducing room facilities as required by individual hotelFigure 7 shows the sample of a completed registration form. During the process of registration, the front desk clerk will request to see the guest’s identity card or passport to check if the guest is an alien, for verification purpose. When all formalities are completed, the front desk clerk will issue the room key to the guest. The baggage porter will then take the guest’s baggage and escort the guest to the guest room. 28 Introduction to Hospitality Guests who arrive at the hotel without having made a reservation are known as walk-ins. It is common practice for hotel staff to obtain from the guest a ubstantial deposit or credit card imprint before checking the guest into the hotel. ACTIVITY 12 Mr Christie, a walk-in guest, will stay in your hotel for one night only and will be fully responsible for all charges incurred. As a front desk clerk, how would you explain to the guest that you have to collect one night room rate (HK$2,000. 00) + 10% service charge + prevailing government room tax (e. g. 3%) + an extra HK$ 1,000. 00 for hotel signing privileges from him as the deposit for check-in? 29 Introduction to Hospitality Registration Form Guest Name: Welcome to Parkside HotelMr. Brent David Ritchie Number : 8200 River Road Date of Birth: 11 Oct 77 Nationality: Canadian Passport No. : Address: Room 1718 JP089556 Richmond BC Canada V6X 3P8 Tel/Fax No. : E-mail Address: [email  protected] com Destination: Engineer Arrival Date: 12 Sep 07 Flight/Time: Occupation: Next CX839/20:55 Company Name: Canada Departure 14 Sep 07 Date: CX838/16:35 Flight/Time: Room Type: Deluxe Suite No. of Nights: 2 Room Rate: $2300 (HKD) No. of Guests: 1/0 Room rate is subject to 10% (Adult/Child) Service Charge & 3% Government Tax Payment Method: VISA MASTER CUP AMEX CASH JCBDINERS OTHERS: ____________________ Guest Signature: Brent D . Ritchie I understand that the guest signature on the registration form is authorized for use of the credit card on the file for payment of my account for this and future stays. I agree that my liability for this bill is not waived, and agree to be held personally liable in the event that the indicated person, company, or other third party billed fails to pay part or all of these charges. Express Check Out Service: I hereby authorize Parkside Hotel to charge my credit card for all expenses pertaining to my stay. *Express

Personal Change Essay Example | Topics and Well Written Essays - 500 words

Personal Change - Essay Example no longer loved my grandmother; instead, it was the result of the fact that she no longer spent so much time watching me due to the fact that I grew up and no longer needed such a high level of care. The ending to the situation came about right after my grandmother had a stroke. It was at this point that she was no longer capable of taking care of herself and required nearly constant care by either a loved one or a professional caretaker. As the situation progressed, I reclused into a type of neutral zone where the feelings, thoughts, and childhood closeness I shared with my grandmother were but a distant memory; although a happy one. Due to the fact that she was just a shell of her former self during this time, it was impossible for me to rebuild the relationship we had once enjoyed during my youth. It was at this point that I made the fateful decision to withdraw myself from her and not spend the time that I would have been happy to spend with her had this occurred during my early youth. Sadly, the new beginning only came after my grandmother had passed away from a second stroke. This new beginning was of course something that I should have realized far sooner but due to my own selfish motives and lack of patience, had not come to grips with yet. Due to my grandmother’s passing, I instantly regretted the fact that I had not made a more concerted effort to be with her during her final years. Although I still loved her deeply, I realized that it was my own selfish nature that had kept us apart and caused me to miss out on the very last chance I would ever have to speak with and spend time with my grandmother. As the old saying goes, â€Å"you never appreciate something until you lose it†. In this way, this new beginning caused me to come to a full and complete appreciation for this as well as purposing within my own mind to not let another such situation occur without me doing all my best to spend the quality time with the loved one prior to the risk of

Strategic management of Adam Aircraft Essay Example | Topics and Well Written Essays - 3000 words

Strategic management of Adam Aircraft - Essay Example In this paper, a SWOT analysis and the Five Porter Forces of Adam Aircraft will be discussed as well as the strategic management used by the company in order to improve on its performance. The SWOT analysis will be carried on the company to determine the reasons behind its success, failures and to determine the management strategies used for the company to venture into the already competitive market. For example, the market had been quite desperate for products like plane performing flawlessly overhead and so this paper will analyze whether Adam Aircraft was able to succeed from where other companies had failed. Introduction This paper is about the strategic management of Adam Aircraft. Adam Aircraft manufactures designs and eventually intends on selling aircrafts in the aerospace/aviation industry. Rick Adam is the successful entrepreneur behind this company and has identified a need in the market which made him venture into this industry. He has worked with computer engineers and pilots and this gave an insight of knowing the customer or the market needs. In this case, Rick Adam describes himself as a raging incrementalist who has chosen to taken a step by step in innovations. Marketing of airplanes has high barriers to entry and highly requires enormous amounts of capital due to the strict and very expensive policies which are dictated by the relevant authorities. Rick acknowledged all the pitfalls of being an airplane manufacture in the industry and these include building, designing, financing and long-term certification process. Rick also analyses the reasons as to why many companies have failed in trying to enter the market and why other companies succeed. From these market research processes, Rick was able to discover new ways in which he would approach the aerospace industry hence the success of Adam Aircraft. Adam Aircraft is a perfect example of a company in the aerospace/aviation industry which has defied all odds in the industry by escaping hurdles like competition from key players and technology capital to a point of success where it created A700 and A500. 2. SWOT analysis Strengths The ability to have great ideas on how to launch a new aircraft ahead of it competitors is a strength to Adam Aircraft The ten member executive team of Adam Aircraft are accomplished pilots and experts and with many years experience in the aviation industry. These accomplished pilots and experts have continued to build a ton of airplanes for the company The company understood that the only way to finance its new project budget is to cut on the development costs by at least 5% Adam Aircraft understood that the development of a new airplane project needs brilliant engineering and the development of a culture which is unheard in the aviation industry The company has had a large customer base ever since it flew its A500 The company plans on introducing A700 which will lead to a reduction in the cost per seat to a level where the average business traveler could afford the service. Rick is a specialist in computer science and IT this made him acquire