酒店质量管理英文

THE EXAM PART a CASE STUDY QUALITY CONTROL AT ITS BEST The Savoy Hotel is a hotel located on the Strand in the City of Westminster in central London Built by impresario BUSINESS MAN Richard D Oyly Carte with profits from his Gilbert and Sullivan operas SHOWS The hotel opened on 6 August 1889 It was the first in the Savoy group of hotels and restaurants owned by Carte s family for over a century It was also the first luxury hotel in Britain introducing electric lights throughout the hotel electric lifts bathrooms inside most of the lavishly furnished rooms constant hot and cold running water and many other innovations Carte hired manager C sar Ritz and French chef Auguste Escoffier who established an unprecedented standard of quality in hotel service entertainment and elegant dining attracting royalty and other wealthy guests and diners Winston Churchill frequently took his cabinet to lunch at the hotel The hotel became Carte s most successful venture Its bands Savoy Orpheans and the Savoy Havana Band became famous and other entertainers who were also often guests included George Gershwin Frank Sinatra Lena Horne and No l Coward Famous guests have included Edward VII Enrico Caruso Charlie Chaplin Harry Truman Judy Garland Babe Ruth Laurence Olivier Marilyn Monroe John Wayne Humphrey Bogart Elizabeth Taylor Barbra Streisand The Beatles and numerous others The hotel is now managed by Fairmont Hotels and Resorts It has been called London s most famous hotel and remains one of London s most prestigious and opulent hotels with 268 rooms and panoramic views of the River Thames across Savoy Place and the Thames Embankment The hotel closed in December 2007 for extensive renovations and reopened in October 2010 The hotel s early years Having seen the opulence of American hotels in his many visits to the U S Mr Carte decided to build the first luxury hotel in Britain 4 to attract foreign clientele as well as British tourists who had traveled to London for theatre and sightseeing Opened in 1889 the hotel was designed by architect Thomas Edward Collcutt who also designed the Wigmore Hall Carte chose the name Savoy to memorialize the history of the property His investors in the venture were in addition to relatives Carl Rosa George Grossmith Francois Cellier George Edwardes Augustus Harris and Fanny Ronalds His friend the composer Sir Arthur Sullivan was a shareholder and sat on the Board of Directors 7 The hotel was built on a plot of land next to the Savoy Theatre that Mr Carte originally purchased to house an electrical generator for the theatre built in 1881 which was the first public building in the world to be lit entirely by electricity The construction of the hotel took five years and was financed by the profits from the Gilbert and Sullivan partnership particularly from producing The Mikado 8 It was the first hotel lit by electric lights and the first with electric lifts 6 Other innovations included private ensuite bathrooms in the majority of its 268 rooms lavishly appointed in marble constant hot and cold running water in each room dinner dances glazed brickwork designed to prevent London s smoke laden air from spoiling the external walls and its own Artesian well 9 In 1890 Carte hired the hotel s first famous manager C sar Ritz who later became the founder of The Ritz Hotel Ritz brought in his partners chef Auguste Escoffier and ma tre d h tel Louis Echenard 10 Ritz put together what he described as a little army of hotel men for the conquest of London and Escoffier recruited French cooks and reorganized the kitchens The Savoy under Ritz and his partners was an immediate success attracting a distinguished and moneyed clientele headed by the Prince of Wales 2007 2010 refurbishment In December 2007 the hotel was closed to undergo a refit to a design by Pierre Yves Rochon interiors ReardonSmith Architects structural and exteriors and Buro Happold the cost of which was originally budgeted at 100 million 38 The same month the hotel conducted a sale of 3 000 of its famous furnishings and memorabilia 24 25 The projected reopening date was delayed more than a year to October 2010 as structural and systems problems delayed construction and led to increased costs The building s fa ade required extensive stabilization 39 The cost of the renovations grew to 220 million 40 The hotel s new energy efficient design includes efficient lighting and a combined heat and power plant that is expected to reduce its reliance on the national electricity grid by approximately 50 as well as programs to reuse recycle and turn some waste into biofuel for use at an English power plant 41 All paper is recycled smart meters monitor and regulate heat and light usage hybrid vehicles are included in the hotel s fleet for guest transfers and all staff go through green training during their induction 42 The new design features a Thames foyer with a winter garden gazebo under a stained glass cupola with natural light which is the venue for late night dining and the hotel s famous afternoon tea The glass dome was covered during World War II and was never uncovered until the renovation 43 There is also a new teashop and patisserie called Savoy Tea and a glass enclosed fitness gallery with pool gym and spa located above the Savoy Theatre The new Beaufort Bar features an Art Deco interior of jet black and gold serves champagne and cocktails and offers nightly cabaret 44 The re opened River Restaurant facing the Thames are both decorated in the art deco style The American Bar appears nearly unchanged 4 The rooms have been modernised but decorated in period styles that are harmonised with the adjacent hallways and they retain the built in wardrobes and bedroom cabinets The room decor is Edwardian on the Thames river side and art deco on the Strand side 45 46 Butler service was also reintroduced to the hotel 47 and Gordon Ramsay manages the Savoy Grill with Chef Director Stuart Gillies and Head Chef Andy Cook which reopened in November 2010 48 49 In a nod to the hotel s origins there are six private dining rooms named after Gilbert and Sullivan operas 50 The hotel also contains a small museum next to the American Bar open to the public with a revolving exhibition of items from the hotel s archives THE EXAM Part B PROPER FORMAL TABLE SETTING The one unbreakable rule for how to set a dinner table is that everything must be geometrically spaced all places must be at equal distances and all sterling silver flatware balanced A NapkinB Service Plate C Soup bowl on plateD Bread and butter plate w butter knife E Water glassF White wine G Red wineH Fish fork I Dinner ForkJ Salad fork K Service knifeL Fish knife M Soup spoonN Dessert spoon and cake fork SILVERWARE The silverware used at a formal table setting should be sterling silver flatware It is not necessary that all the sterling silver match although all forks or all spoons should be of the same pattern Dessert sterling silver flatware which is not brought to the table but is brought in with the desert plates need not match the dinner flatware Knives and forks should match INDIVIDUAL PLACE SETTINGS The distance between places at the table set must never be so short that guests have no elbow room About two feet from plate center to plate center is ideal If the chairs have narrow and low backs people can sit much closer together The service plates are first put around the table at equal distances The sterling silver flatware is placed in the order of its use with the implements to be used first farthest from the plate The salad fork is placed next to the left of the plate then the meat fork Just to the right of the plate is the salad knife and on the outside is the meat knife The cutting edge of each toward the plate Outside the knives are the soup spoon Dessert spoons and forks are brought in on the dessert plate just before dessert is served If bread or rolls are to be served a butter plate should be used T