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
13/F, Room 1319, Wu Chung House
213 Queen’s Road East,
Wan Chai,
Hong Kong

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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

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Introduction to Hospitality

Introduction
A 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

References: Baker, S & Bradley, P (1990). Front Office Operations. Hong Kong: The Hong Kong Polytechnic Chon, K. & Sparrowe, R T (2000). Welcome to Hospitality…an Introduction. United States: Thomson Learning Foskett, D., Ceseriani, V., & Kinton, R. (2004). The Theory of Catering (10th ed.). Kazarian, E. (1989). Foodservice facilities planning (3rd ed.). United States: John Wiley & Sons, Inc. Kivela, J. (1994). Menu Planning for the Hospitality Industry. Melbourne: Hospitality Press Pty Ltd. Kotschevar, L. H., & Tanke, M. L. (1996). Managing Bar and Beverage Operations. McSwane, D., Rue, N. R., & Linton, R. (2003). Food Safety and Sanitation. New Jersey: Prentice Hall Ninemeier, J. D., & Hayes, D. K. (2006). Restaurant Operations Management Principles and Practice Pegler, Martin. (1997). Theme Restaurant Design – Entertainment and Fun in Dining. Walker, J R., & Lundberg, Donald. E. (2005). The restaurant: from concept to operation. Vallen, G K & Vallen, J J (2000). Check-In Check-Out. United States: Prentice Hall 246