5. Hotel management

Management is the process of managing people. A hotel manager is a business executive and this means that he must have a knowledge of accounting, tax and business law, sales and promotion, public relations, as well as a command of the traditional services and functions of the hotel itself.

The manager is responsible for establishing the policies and procedures of operation for the hotel and for seeing that they are carried out. In other words, he is the boss. A good hotelier likes people and likes variety. He can think like a child and entertain like a clown.

The personal influence of the manager varies from hotel to hotel according to the policies of the owners. In a very real sense, the manager is the host who offers the hospitality of this establishment to his guests.

In a large hotel, the manager coordinates the work of the department heads who supervise housekeeping, advertising and promotion, food services, and the rest of the operation. Hiring and training are two other vital responsibilities of the manager. The personality, experience and expertise of every employee in a hotel is a matter of importance in a business where courtesy is one of the major services.

In the addition to the manager, many hotels also include one or more assistant managers on the staff. The assistant managers usually have a desk in the lobby near the reception area. They deal with routine problems such as unsatisfactory room assignments or overbookings.

The management and administration of a hotel have a dual responsibility. First, they must return a profit to the owners. Second, they must deliver the services and quality that the guests expect.

II. Vocabulary and grammar practice.

1. Read and translate the text, then answer the questions below.

ABOUT TOURISM MALAYSIA

Our mission statement

‘Marketing Malaysia as a destination of excellence and to make the tourism industry a major contributor to the socio-economic development of the nation’.

The Malaysian Tourism Promotion Board, more popularly known as ‘Tourism Malaysia’, was formally established in 1992. The board’s objective is to promote Malaysia as an outstanding tourist destination. We strive to increase awareness of Malaysia’s unique wonders, attractions, and cultures. Ultimately, our aim is to increase the number of foreign tourists to Malaysia, extend the average length of their stay, and, in doing so, increase Malaysia’s tourism revenue. We also aspire to develop domestic tourism and enhance Malaysia’s share of the market for meetings, incentives, conventions and exhibitions (MICE).

Tourism Malaysia’s activities are designed to stimulate Malaysian tourism and tourism related industries. This helps promote new investments in the country while providing increased employment opportunities. The growth of Malaysian tourism will contribute positively to the country’s economic development and quality of life.

Activities

Sales missions

Tourism Malaysia collaborates with the private sector, like hotels, airlines, and travel agencies, in organizing sales missions to various foreign countries. These missions are intended to raise awareness about Malaysia as a leading tourist destination and to provide opportunities for establishing contacts between tour operators and tourism suppliers.

Trade and tourism fairs

In partnership with organizations directly involved in the tour industry, Tourism Malaysia’s participation in trade and tourism fairs helps to reinforce Malaysia’s position as an attractive destination.

Seminars / workshops

Tourism Malaysia’s overseas offices regularly conduct seminars, workshops, and familiarization programmes. Initiatives targeted at traditional markets are designed to sustain continued interest in Malaysia. While the programmes for new potential markets seek to create awareness to attract new visitors.

Consumer fairs

Consumers get an introduction to the alluring Malaysian culture, its art, handicrafts, and cuisine. Conducted abroad at hotels and shopping complexes, these fairs showcase unique Malaysian attractions to stimulate visitors’ interest.

1. How long has Tourism Malaysia been operating?

2. What is its official name?

3. What are the two main aims of Tourism Malaysia?

4. Which Tourism Malaysia activity is not aimed at tourism professionals?

5. Which activities are carried out outside Malaysia?