Contemporary Hospitality Management

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Contemporary
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Hospitality
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Industry
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1st Assignment.
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Contemporary Hospitality Management
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Acknowledgement
I would like to show my deepest and sincere appreciation to the management of Ecole
Htelire Sir Gatan Duval for giving me the opportunity to be in HND1 class.
I would like to thank my tutor Miss Caroline Ho Shun for helping me out in the
Contemporary Hospitality Management class. Her notes and input have helped me
tremendously in the making of this first assignment on the Hospitality module.
I would also like to thank Mr Patrick, the owner and director of Delices de Mahebourg Ltd
and who is also the owner of Chez Patrick Restaurant, for giving me the permission to use his
organisation. I would like to thank him very much for his non reluctant help and for giving
me out all the information I needed for my assignment.
I would also like to thank all my colleagues, my friends and my parents for all the help and
support that they have provided me during the making of this assignment.
Ecole Htelire Sir Gatan Duval
Table of Contents
Introduction...................................................................................................................1
1) Analyse the current hospitality industry by investigating the size, type of
ownership in place in your selected organisation as well as the level of service and
the diversity of products, in Mauritius (1.1). You should produce evidence that links to
the facilities; products and services offered as well as assess their effectiveness in
fostering the level of service and exceeding the needs and expectations of their
customers.....................................................................................................................2
Hospitality Industry in Mauritius................................................................................2
Travel and Tourism.....................................................................................................4
INTERNATIONAL TRAVEL.........................................................................................4
TOURISM.................................................................................................................6
Lodging/Accommodation........................................................................................9
Characteristic of Services in the Hospitality Industry..............................................10
Level of Service in the Hospitality Industry..........................................................11
Types of Business Ownership...................................................................................12
My Chosen Organisation: Chez Patrick Resto..........................................................19
History of Chez Patrick Resto................................................................................19
Objectives of Chez Patrick Resto..........................................................................20
Menu.....................................................................................................................20
Amenities Offered By Chez Patrick Resto.............................................................20
Level of Service in the Organisation.....................................................................20
Level of Staff in the Organisation.........................................................................21
Type of Ownership of Chez Patrick Resto..............................................................22
2) In addition you will be required to assess the role of hospitality related
organisations and professionals bodies (MTPA, AHRIM, Ministry of Tourism, AHC) in
enhancing the image of the hospitality industry in Mauritius (1.3). Your discussion
should also reflect your selected organisation and what can be done to uphold the
image of your organisation. Moreover, you need to analyse their role and
participation in enhancing the Mauritian economy.....................................................23
AHRIM - Association des Hteliers et Restaurateurs de l'le Maurice.....................23
Objectives of AHRIM.............................................................................................24
Role of AHRIM.......................................................................................................24
Mauritius Tourism Promotion Authority (MTPA)........................................................25
Ministry of Tourism and Leisure...............................................................................25
Aims of the Ministry..................................................................................................25
Tourism Authority.....................................................................................................26
How any of those organizations could have helped Chez Patrick Resto?................27
2

3) Investigate the organisation structures in place in your selected hospitality
organisations and discuss its effectiveness in reflecting the demand for new skills in
this dynamic industry. (1.2)........................................................................................28
A business or any company is an organized and structured system where the structure is an essential
element to ensure its operation and the smooth running of the business itself................................28
What is an organisational structure?.......................................................................28
Types of structure....................................................................................................28
Hierarchical structure..............................................................................................28
Functional structure..............................................................................................29
Divisional Structure..............................................................................................31
Organic Structure..................................................................................................32
Type of organisational structure at Chez Patrick Resto............................................34
.................................................................................................................................34
4) In order to satisfy demand for this dynamic industry with regards to staffing,
evaluate the staffing requirements in the Hospitality sector in order to support the
economy. (2.1)............................................................................................................36
Staffing Requirements.............................................................................................36
Impacts of Hospitality on the economy...................................................................38
5) Discuss how the roles, responsibilities and qualification requirements are ever
changing in order to satisfy this dynamic industry. (2.2)............................................39
Conclusion...................................................................................................................41
Annex..........................................................................................................................42
Reference....................................................................................................................69
List of figure
Figure 1 - - Mauritian departures by main country of disembarkation, 1st Quarter

2013 and 1st Quarter 2014...........................................................................................5
Figure 2 - % change in main tourism indicators, 1st Quarter 2014 compared to 1st
quarter 2013.................................................................................................................6
Figure 3 - Main changes in tourists arrivals by selected country of residence, 1st
Quarter 2013 to 1st Quarter 2014................................................................................7
Figure 4 - Tourist Arrivals from main and emerging markets, 1st Quarter 2013 and
2014..............................................................................................................................7
Figure 5 - Tourist Arrival for Mauritius, Maldives, Shri Lanka and Seychelles, 1st
Quarter 2013 and 2014.................................................................................................8
Figure 6 - Hierarchical Organisational Structure.........................................................28
Figure 7 - Hierarchical Organisational Structure.........................................................28
Figure 8 - Functional Organisational Structure............................................................30
Figure 9 - Divisional Organisational Structure.............................................................31
Figure 10 - Organic Organisational Structure..............................................................32
Figure 11 - A Hierarchical Organisational Structure of Chez Patrick Resto.................34
Figure 12 - Menu All Inclusive (a)................................................................................42
Figure 13 - Menu All Inclusive (b)................................................................................42
Figure 14 - Menu Patrick (a)........................................................................................43
Figure 15 Menu Patrick (b)........................................................................................44
Figure 16 - Menu Patrick (c)........................................................................................45
Figure 17 - Menu Patrick (d)........................................................................................46
Figure 18 - Menu Patrick (e)........................................................................................47
Figure 19 - Menu Patrick (f).........................................................................................48
Figure 20 - Menu Patrick (g)........................................................................................49
Figure 21 - Menu Patrick (h)........................................................................................50
Figure 22 - Menu Patrick (i).........................................................................................51
Figure 23 - Menu Patrick (j).........................................................................................52
Figure 24 - Menu Patrick (k)........................................................................................53
Figure 25 - Menu Patrick (l).........................................................................................54
Figure 26 - Menu Patrick (m).......................................................................................55
Figure 27 - Menu Patrick (n)........................................................................................56
Figure 28 - Menu Patrick (o)........................................................................................57
Figure 29 - Take Away Service Price List.....................................................................58
Figure 30 - Special St Valentine Day Menu.................................................................59
Figure 31 Fish And Chips..........................................................................................60
Figure 32 - Seafood Platter..........................................................................................60
Figure 33 - Sweet and Sour Fish..................................................................................60
Figure 34 Dinner Party Set Up..................................................................................61
Figure 35 Bar Service (a)..........................................................................................61
Figure 36 Bar Service (b)..........................................................................................61
Figure 37 Birthday Party...........................................................................................62
Figure 38 Cocktails Set up........................................................................................62
Figure 39 Cocktails...................................................................................................63
Figure 40 - Decoration.................................................................................................63
Figure 41 Birthday Party Set up................................................................................64
Figure 42 Table Set Up..............................................................................................64
Figure 43 Interior Decor............................................................................................65
Figure 44 Table Set Up for a party............................................................................65
Figure 45 Buffet Night...............................................................................................66
4

Figure
Figure
Figure
Figure
Figure
Figure
46
47
48
49
50
51
- Chop Suey.................................................................................................66
Croquette de Poulet..................................................................................67
Langouste a la creole................................................................................67
Bol Renverser............................................................................................67
Langouste Grille, Frite, Legumes et Salade..............................................68
- Cocktails with Alcohol...............................................................................68
List of table
Table
Table
Table
Table
Table
Table
Table
Table
Table
1
2
3
4
5
6
7
8
9
Different Segments of Hospitality Industry.....................................................3

- Passenger traffic of 1st Quarter 2013 and 2014..........................................4
Advantages and Disadvantages of a Sole Trader.........................................12
Advantages and Disadvantages of a Partnership.........................................13
Advantages and Disadvantages of Private Limited Company (Ltd).............14
Advantages and Disadvantages of Public Limited Company (Plc)................15
Advantages and Disadvantages of Franchise...............................................16
Advantages and Disadvantages of Multinationals........................................18
Basic Info on the Organisation......................................................................20
List of abbreviation
BOM Bank of Mauritius
MD Managing Director
UAE United Arabs Emirates
AHRIM - Association des Hoteliers et Restaurateurs de lIle Maurice
MTPA Mauritius Tourism Promotion Authority
IRS Integrated Resort Scheme
ATOL - Airport Terminal Operations Ltd
TA - Tourism Authority
MOT Moments Of Truth
CSR Corporate Social Responsibility
GDP Gross Domestic Product
Introduction
In this assignment, I will be talking about the scale, scope and diversity of the hospitality
industry of Mauritius and as part of the assignment, I will also be talking about an
organization, Chez Patrick Restaurant that I have chosen in relation to the hospitality
industry. I will also discuss about the organizational structure of my chosen organization, its
type of ownership and how their input helps in the development of the economy.
In further discussion, I will talk about the role of hospitality related organizations and
professional bodies, staffing requirements of the hospitality industries and also about the
roles, responsibilities and qualification requirements for hospitality staff.
1)
Analyse the current hospitality industry
by investigating the size, type of ownership
in place in your selected organisation as well
as the level of service and the diversity of
products, in Mauritius (1.1). You should
produce evidence that links to the facilities;
products and services offered as well as
assess their effectiveness in fostering the
level of service and exceeding the needs and
expectations of their customers.
Hospitality Industry in Mauritius
The hospitality industry is one of the worlds largest industries and it is actually the second
pillar of the Mauritian economy in the form of travel and tourism.
Hospitality can be defined differently but somehow ended up meaning the same when it is
broken down in details. A simple definition is the friendly and generous reception and
entertainment of guests, visitors or strangers. It is the quality or disposition of receiving and
treating guests and visitors in a warm, friendly, cozy and generous way. It is the relationship
between the guest and the host, or the act or practice of being a good host. Usually this
includes the reception and entertainment of guests, visitors or strangers. It involves showing
respect for ones guest, providing for their needs and treating them as equals. It also refers to
good caring.
The objectives of hospitality are:
To make the guests feel welcome.
To make things happen for the guests.
To make sure that the operation will keep on providing service and meet its budget.
The industry is also about diversity. There are small, large, privately and publicly owned
businesses. There are people from different socioeconomic class, age, gender, religion, race
and cultural background involved within the industry. The industry reaches every corner of
the globe, while providing employment, food, transportation, entertainment and a place to
spend the night.
Hospitality industry includes all businesses that provide food, beverages and accommodation
services.
The scope of the hospitality industry usually refers to a variety of businesses that deliver both
services and facilities to its guests. The hospitality industry is usually categorized into many
different sections within the service industry such as travel and tourism section, the lodging
or accommodation section, assembly and events management, restaurant and other managed
services and recreation section.
Below is a table of the different segments that exist within the hospitality industry along with
examples:
Different Sections
Types
Travel and Tourism
Air,
Cruise
ships,
Lodging
Automobile, etc.
1-5 stars Hotels,
Examples
Coach, Flights-Air Mauritius , Tour
Operators , Travel Agents, etc.
Resorts, Heritage Telfair Resorts and
Motels, Guest House, IRS etc.
Spa, Hennessy Hotel,

Beachcomber, Shanti Maurice,
Assembly
Management
and
Coco Villa
Conventions, Fifa Convention, Conference,
Event Meetings,
Expositions, etc.
Banquets, Business Meetings,
etc.
Restaurants and Managed Restaurants, Pubs, Bars, night Domaine Anna, Chez Patrick
Services
Recreation
clubs etc.
Attraction,
etc.
Resto, Happy Raja, Comlone,

Parks,
Shouts, Xindix, Zoo Bar etc.

Gaming, Le Val Nature Park, La Vanille
de Mascareigne, Jardin de
Pamplemousse, Horse Racing
etc.
Table 1 - Different Segments of Hospitality Industry
Travel and Tourism

Travel and Tourism being one of the segments of the hospitality industry in Mauritius, it
plays a major role both in the industry itself and in the economy as a whole. The statistical
details of the travel and tourism sector are below:
INTERNATIONAL TRAVEL
Passenger traffic, 1st Quarter 2013 and 2014
201
3
2014
%
change
330,392
336,265
Sea
14,819
18,022
of which Cruise
travellers
12,603
17,148
+36.1
345,211
354,287
+2.6
354,252
366,244
+3.4
15,794
18,434
+16.7
370,046
384,678
+4.0
Arrivals by
Air
Tot
al
Departures by
Air
Sea
Tot
al
+1.8
+21.6
Table 2 - - Passenger traffic of 1st Quarter 2013 and 2014
Arrivals in 1st Quarter 2014

Compared to 1st Quarter 2013
Total arrivals increased by 2.6% to 354,287.
Tourist arrivals decreased by 1.0% to 263 293.
The number of excursionists (arriving and leaving on the same day) rose by 73.2% to
12 810.
In the 1st quarter of 2014, 10 cruise ships arrived in the country and carried some 17 148
cruise travellers made up of 1 613 tourists, 9 763 excursionists and 5 772 crew members.
Departures in 1st Quarter 2014

Compared to 1st Quarter 2013,
Total departures increased by 4.0% to 384 678.
Departures of Mauritian residents increased by 2.8% to 59 167.
In the first quarter of 2014, the main countries of final destination or transit country for
Mauritian residents were United Arab Emirates (UAE) (11 067 or 18.7%), Reunion Island (8
943 or 15.1%), France (7 509 or 12.7%), Republic of South Africa (6 956 or 11.8%), India (5
992 or 10.1%) and United Kingdom (4 147 or 7.0%).
Figure 1 - - Mauritian departures by main country of disembarkation, 1st

Quarter 2013 and 1st Quarter 2014
TOURISM
Figure 2 - % change in main tourism indicators, 1st Quarter 2014 compared to

1st quarter 2013
Tourist Arrivals
Compared to 1st Quarter 2013, the number of tourist arrivals decreased by 2 545 or 1.0% to
263 293 in 1st Quarter 2014 as a result of main changes shown below.
Figure 3 - Main changes in tourists arrivals by selected country of residence,

1st Quarter 2013 to 1st Quarter 2014
In spite of decreases registered from France and Reunion, these two countries remained the
two top tourist generating countries and they respectively contributed 28.5% and 15.1% of all
tourist arrivals in 1st quarter 2014.
Figure 4 - Tourist Arrivals from main and emerging markets, 1st Quarter 2013
and 2014
Tourist
arrivals
in
Mauritius
compared
to
selected
tourist
destinations
During the 1st Quarter 2014, Mauritius registered a decrease of 1.0% in tourist arrivals while
Maldives and Sri Lanka registered high growths of 9.0% and 24.8% respectively. Seychelles,
on the other hand, experienced a decline of 2.7%.
Figure 5 - Tourist Arrival for Mauritius, Maldives, Shri Lanka and Seychelles,
1st Quarter 2013 and 2014
Tourist Nights
Compared to 1st Quarter 2013,
The number of nights spent by tourists increased by 1.7% from 2 822 000 to 2 775
000.
The average length of stay by tourists increased from 10.4 nights to 10.7 nights.
Tourism Earnings
The Bank of Mauritius has recorded that the gross tourism earnings has decreased by 4.5%
from Rs12 064 million in the first quarter of 2013 to Rs11 516 million in the first quarter of
8
2014. Tourism earnings per tourist therefore dropped from Rs45 381 to Rs43 738.
Employment
The survey of employment and earnings has recorded data related to employment in hotels,
restaurants, and travel and tourisms establishments with 10 or more workers. Latest available
data for March 2013 indicate that employment in these establishments decreased marginally
by 0.1% to 28 356.
Lodging/Accommodation
Accommodation in the hospitality industry includes hotels, bungalows, guest house, and
villas and so on. Hotels are usually rated from 1 star to 5 stars in Mauritius depending on
their size, type of ownership and level of service. Small and medium hotels are usually rated
as from 1 to 3 stars, for example Gold Crest hotel. 4 to 5 stars hotels are the one that provide
a better level of service and they can be locally or internationally recognized. A local group of
hotels in Mauritius is Beachcomber and an example of an international hotel which is set up
in Mauritius is Sofitel (ACCOR group).
Most of the hotels in Mauritius provide a diversity of products and services to their guests
depending on their ratings, size, trends and management style. Many types of services that
are offered to guests in hotels specially are restaurants, bars, spa, information desk, itinerary
services for excursionist and the list goes on depending on the demand of guests.
As recorded at the end of March 2014, there were a total of 114 licensed hotels on the island
but only 109 were in operation whilst 5 of them were doing renovation works and was closed
temporarily. The room capacity of the 109 hotels was 12 653 with 25 652 bed places.
During the first quarter of 2014,
The room occupancy rate of all licensed hotels in operation averaged 68%, up
from 65% in the first quarter of year 2013.
The bed occupancy rate was 60% higher than 57% in the first quarter of year
2013.
Forecast of Year 2014

Based on the latest available data on tourist arrivals and information that has been gathered
by stakeholders, the calculation of tourist arrivals for the year 2014 is 1 030 000 which
represents an increase of 3.7% over the figure of 993 106 in 2013.
According to the BOM (Bank of Mauritius), tourism sector earnings for the year 2014 will be
around Rs44 500 million (+9.7%) compared to Rs40 557 million in year 2013.
Characteristic of Services in the Hospitality Industry

It has to be noted that all the different segments of the hospitality industry provide products
and services to its guests. There are various differences between services and goods as they
have different characteristic such as:
intangibility
heterogeneity
perishability
inseparability
Intangibility and Tangibility
As services cannot be touched, seen, smelled, tasted or heard, hence they are called intangible
in nature. It has to be noted that a service can be experienced only. A good example of such a
service in the hospitality industry is cab services where a customer use the service of a cab
driver to move around from one place to another but it hardly means the customer is buying
any product. Another simple example of an intangible product is the service of a doctor.
In some cases we have to note that there is both tangible and intangible products. For
example in a restaurant, they provide food that is prepared and then served to the customers.
Hence the food is the tangible product whilst serving the food is seen as an intangible product
or service.
Heterogeneity
Services are seen as heterogeneity as they usually differ from one service performer to
another, sometimes it differs from one organization to another one. Sometimes the same
performer will provide a different service depending on the situations. For example in a hotel,
guests make contact with employees every single day and vice versa. This leads them to
behave very differently in every situations.
10
The everyday contact between guests and employees is sometimes referred to as the MOT,
the moment of truth. The MOT is simply the critical interaction that takes place between
both the customers and the product/service or employees. This communication or interaction
will determine if the customer will be willing to continue their purchase from the service
provider.
Ninemeier and Perdue (2005, pg24-25) has indicated that every hospitality organizations has
Thousands of Moments of Truth every day which include taking order from guests in
restaurants, the booking of hotel rooms, asking guest about their tastes and preferences,
preparing of drinks which are requested by guest and so on. So with the help of moment of
truth, there may be advertisement to which Ninemeier and Perdue called Word of mouth
advertisement.
Perishability
Perishability is very closely related to the intangibility of product. For instance if a hotel
room or an airline seat is not sold and remains vacant for a day or for a night, the opportunity
to sell any it is already gone and there is nothing that a business can do about it, as the room
or the seat are very perishable in nature, hence the term perishability. In other words, a
service cannot be stored, saved, resold or returned. (Kandampully, 2002)
Inseparability
Another very distinctive character is inseparability, which means services are inseparable
from the means of production and from the customers experience. In other words, the service
is consumed in the same place that it is produced. It requires that a guests interacts with the
producer to receive its benefits. A very simple example of such a service is a customer
ordering a coffee and then being served by the employee who prepared it.
Level of Service in the Hospitality Industry

The level of service differs from one organization to one another, one country to another one
and it depends primarily on the needs of clientele and their purchasing power.
11
Types of Business Ownership

There are many types of business ownership both in the private and public sector. Since
Mauritius is a mixed economy, business are therefore owned by both the government and the
private sector. I will be talking only about the private ownerships of businesses and they are
as follows:
1) Sole Trader
2) Partnerships
3) Private Limited Company (Ltd)
4) Public Limited Company (plc)
5) Franchise
6) Multinational
1) Features of a Sole Trader

One owner only.
0 to unlimited number of employees.
Below are the advantages and disadvantages of a sole trader:
Advantages
Own boss
Total control
Greater opportunity for flexible
Disadvantages
Unlimited liability
No one to share decision making
Lack of specialisation
working
Keep all profits
Easy to set up very few legal
No continuity of existence
Time off/holidays
Limited finance
requirements
Table 3 - Advantages and Disadvantages of a Sole Trader
12
2) Features of Partnership
2 - 20 owners.
0 to unlimited number of workers.
It can consist of a Dormant Partner, that is someone who invests their money in the
business but does not participate in the day to day running of the business.
A Deed of Partnership - lays out rules for running and dissolution of the Partnership
e.g. sharing of profits
Below are the advantages and disadvantages of a partnership:
Advantages
Shared decision making
Increased capital invested
Increased specialisation
Easy to set up few legal
Disadvantages
Unlimited liability
No one to share decision making
Lack of specialisation
No continuity of existence
Time off/holidays
Limited finance
requirements
Table 4 - Advantages and Disadvantages of a Partnership
13
3) Private Limited Company (Ltd)

A Private Limited Company has the following key features:
Limited liability, hence Ltd is always added at the end of the companys name.
Owners are called shareholders.
A separate legal existence from owners, that is private property and assets are not at
risks for shareholders.
Shareholders are usually family and friends.
Governed by two legal documents:
Memorandum of Association
Articles of Association
Controlled by a Board of Directors.
Run by a Managing Director.
Below are the advantages and disadvantages of a private limited company:
Advantages
Limited liability
Greater availability of finance
Specialisation can occur
Disadvantages
More complicated to set up - legal
formalities
Loss of individual control
Table 5 - Advantages and Disadvantages of Private Limited Company (Ltd)
14
4) Public Limited Company (PLC)

A Public Limited Company has the following key features:
Plc is the abbreviation given after its name.
Owners are called shareholders.
A separate legal existence from owners, that is private property and assets are not at
risks for shareholders.
Shareholders are usually members of the general public.
Governed by 2 legal documents:
Memorandum of Association
Articles of Association
Controlled by a Board of Directors.
Run by a MD (Managing Director).
Below are the advantages and disadvantages of a private limited company:
Advantages
Limited liability
Disadvantages
More complicated to set up - legal
Greater availability of finance
formalities
Loss of individual control
Specialisation can occur
Greater threat of takeover
Table 6 - Advantages and Disadvantages of Public Limited Company (Plc)
15
5) Franchise
A Franchise is:
Where a business (the Franchiser) allows another business (the Franchisee) to trade
under their name in order to make a profit.
Also a method of business growth.
Some examples of franchises:
McDonalds
Pizza Hut
Kwik Fit
KFC
Subway
Also going to have another type of business ownership e.g. sole trader etc.
Below are the advantages and disadvantages of a franchise:
Franchisee
Advantages
Established name
Support of Franchiser
Disadvantages
Lack of total control
Franchiser
Advantages
Quick way to grow
Disadvantages
Risk of reputation from unsuitable

franchisee
Royalties from Franchisee

Table 7 - Advantages and Disadvantages of Franchise
16
6) Multinational Companies
A multinational company is a corporation that manages production or deliver services in
more than one country. It can also be referred to as as a transnational company or an
international company. A multinational company has the following features:
Large scale business

Productive Organization
Global operation
Below are the advantages and disadvantages of a multinational company:
Advantages
HOST COUNTRY
Transfer of
Advantages
HOME COUNTRY
Purchasing of raw
Disadvantages
In General
Trade restrictions
technology, capital
materials from abroad,
imposed at the
and
which are usually
government-level
entrepreneurship.
cheaper.
They increase the
Technology and
investment level
management expertise
and thus the income
acquired from
and employment in
competing in global
the host country.
markets.
Greater availability
Export of components
of products for local
and finished goods for
consumers.
assembly or
Greater access to
high quality
Taxes or tariffs
imposed on imports
from other countries

Limited quantities
(quotas) of imports
Effective management
of a globally
dispersed organization
Slowdown in the
distribution in foreign
growth of
markets.
employment in home
Inflow of income from

overseas profits,
countries.
Destroy competition
and acquire
monopoly.
17
managerial talent
royalties and
which have a
management contracts.
for multinational is to
boost profit, not for
tendency to be
the social
scarce in host
development or
countries.
Increase in exports
Technology designed
Jobs and career
and decline in
opportunities at home
imports, therefore
and abroad in
improving the BOD
connection with
(balance of
overseas opportunities.
welfare of economy.
They could cause fast
depletion of some of
the non-renewable
natural resources in
the host country.

In order to alleviate
payment) of host
the fears of host
countries.
countries they need
to:
provide employment
train managers
Table 8 - Advantages and Disadvantages of Multinationals
My Chosen Organisation: Chez Patrick Resto

History of Chez Patrick Resto
Chez Patrick Resto first opened its door in 13 th March 1992 by Chef Patrick and his wife. The
restaurant is situated in one of the best touristic places in the south east of Mauritius, in
Mahebourg. The family-owned restaurant specialized in a variety of cuisines and offer a
range of services to its customers. Its belief was to initiate customers to the various dishes of
18
the local gastronomy. The restaurant being small, yet is one of the best in Mahebourg and it
has played a major role in the hospitality industry since its opening as it was visited by people
from every corner of the island and especially by tourists. The restaurant has built up its
image and reputation among both tourists and Mauritians based on its Creole dishes, its fresh
products and especially on its seafood dishes. Over the years, the restaurant has become
hugely popular for its creative and evolutionary menu and for its friendly atmosphere. Their
motto is The satisfaction of our customers are our only motivation.
To simplify all the information gathered on Chez Patrick Resto, it can be found in the table
below:
Opened
13 March 1992
Location
Royal Road, 1, Mahbourg
Seating
Capacity
Food Styles
Hours
100 seats
Chinese
Diners
Italian
Seafood
Steakhouses
Fusion
Mon - Sun: 11:30 - 15:00, 17:30 - 22:00
Specialities
Lunch
Dinner
Coffee
Drinks
Attire
Casual
Services
Takes bookings
Walk-ins welcome
Good for groups or parties
Good for children
Takeaway
Catering
Table service
Bar service (alcoholic and non-alcoholic drinks, hot beverage and
infusion)
Special Package Menu (Valentine day)
Culinary
team
Patrick, Oliver and one additional cook.
General
Patrick Moutou
19

manager
Parking
Street
Car park
Payment
options
Visa MasterCard/Cash
Table 9 - Basic Info on the Organisation
Objectives of Chez Patrick Resto

The main objective of the business:
To re-introduce the concept of homemade specialties of Mauritius to the customers.
To provide high quality and healthy food at very affordable prices.(Figure 48
Langouste a la creole)
To follow demand of clientele according to trends.
To generate a profit.
Menu
The menu of Chez Patrick Restaurant is in 3 different types and they are used according to
the demand of customers. They are classified as such:
1) Menu all Inclusive, and be viewed here . (Or See Annex for Pictures)
2) Menu Patrick Resto, and can be viewed here. (Or See Annex for Pictures)
3) Menu Take-Away, and can be viewed here. (Or See Annex for Pictures)
Amenities Offered By Chez Patrick Resto

The organisation also offers a range of facilities or amenities for its customers such as a big
parking spot, Wi-Fi, a small lounge for customers who want to relax and listen to cool music
or watch television, toilet facilities and baby seats.
Level of Service in the Organisation

Apart from all the basic services shown in Table 9 - Basic Info on the Organisation, Chez
Patrick Resto offers a variety of other services such as cocktails, birthday parties,
engagement, first communion, dance parties, banquets, mortuary get together, special
occasion menu packages and special night buffet to satisfy the demand of his clientele. The
owner also offers a full catering service that includes decoration, music, food and beverage
and a dining room service. (See Pictures in Annex)
One of the services that they do not provide is home delivery service. I guess one of the
reasons they do not provide this service is because it cost a lot of money in the form of
transportation. But I would highly suggest that they provide this service to the local people at
20
least as it will not cost that much and still create a new type of customers for his restaurant.
Being a restaurant that is visited by loads of tourists every day, services like car rental can be
introduced as a side business. I have noticed that there are many restaurants which provide
this service. It is always better to provide a diversity of products to customers.
When it comes to the level of service at Chez Patrick Resto, the owner takes it very seriously.
He gives the same level of service to both his local and foreign customers and he always
accepts criticism from them whether it is good or bad. This helps him to improve his service
if there is any anomalies taking place. Some of the factors that Chef Patrick emphasizes are:
Always be welcoming to both new and existing customers.
Be polite to customers Never disrespect them as they are the one that do the
advertising for him indirectly.
Customers are always right.
Quality of food and beverage served to customers must be of excellent quality.
Level of Staff in the Organisation

Chez Patrick Resto has very few staff but they all perform very well in their field regardless if
they are qualified or not. In the kitchen department, Chef Patrick along with his son Oliver
and another cook take care of all the cooking. Chef Patrick is the Chef de Cuisine and his son
is the Sous-Chef and there is a cook who helps them during the day to day operation. The
cook is not a qualified one but he has been trained well over the years by Chef Patrick.
During the absence of Chef Patrick, it is Oliver who is in charge of the kitchen department.
His wife on the other hand is the second in charge of the whole restaurant and she is usually
the one who walks around supervising if everything is going smoothly and she also acts as
the accountant and cashier in the organisation. She is not a qualified accountant but she does
know how to manage the cash flow of the business and she is very fluent in both English and
French. There is also 1 barman, 1 headwaiter and 4 waiters. Most of them are qualified and 2
of the waiters were given on the job training and they perform just as well as the other
qualified one. They are all very fluent in both French and English.
Chef Patrick made it very clear that his staff does not only need qualification but experience
and motivation can play a very important role. For instance someone who has no
qualification as a waiter can still be a better employee than a qualified one because of more
experience in the past years. Regardless of the qualification, the staff of the organisation have
21
the opportunity to get promoted and even get a pay raise. This is one of the motivational
factors encourage the staff to work harder.
Type of Ownership of Chez Patrick Resto

The organisation is in fact a partnership between the owner and his wife. They both injected
their savings and also took a loan to set up the business when it first opened. Being a
partnership type of business, this gives both Chef Patrick and his wife multiple advantages
and disadvantages as seen in Table 4 - Advantages and Disadvantages of a Partnership.
First of all, they can both decide together what to do when there is a problem to solve in the
business. They both contribute their ideas and input and then come up to a final decision.
Needless to say that this can be a disadvantage as well as one of them might not be happy or
satisfied with the decision taken. With 2 partners at least, more capital can be invested to
develop the business furthermore and this can even lead to specialisation. But despite the fact
that the restaurant already provide different types of cuisines, they have no intention of
changing their products and services anytime unless the demand and trends take a major
turndown. Chef Patrick insists that most of this customers enjoy seafood and this will always
be the same for the next years to come. One of the worse things that can happen in the
partnership is the death of one of the partners. This can cause the business to close if the
existing partner cannot management anymore when being alone. One of worse features of
being in a partnership is unlimited liability that the personal assets of the partners are at risk if
they go bankrupt. The partners cannot afford to take holidays together as they are husband
and wife and their son is still too young to manage the whole restaurant. This means one of
the
partners
must
always
be
present
in
the
business
every
day.
The best solution for Chez Patrick Resto is to switch from a partnership ownership and to
company, most precisely a private limited company (ltd). In the case of death or bankruptcy,
the business will not affect the private assets of the owners or it can still continue to operate if
one partner dies. Another advantage that a company can get is loan and this will help to
expand the business and why not even diversify and provide a range of other services like
accommodation, car rental, and home delivery and so on.
22
2)
In addition you will be required to assess
the role of hospitality related organisations
and professionals bodies (MTPA, AHRIM,
Ministry of Tourism, AHC) in enhancing the
image of the hospitality industry in Mauritius
(1.3). Your discussion should also reflect your
selected organisation and what can be done
to uphold the image of your organisation.
Moreover, you need to analyse their role and
participation in enhancing the Mauritian
economy.
To enhance the image of the hospitality industry in Mauritius, there are a few organizations
and professional bodies that have been set up. They are as follows:
AHRIM - Association des Hteliers et Restaurateurs de l'le

MTPA Mauritius Tourism Promotion Authority
Ministry of Tourism
TA Tourism Authority
AHRIM - Association des Hteliers et Restaurateurs de l'le

Maurice
Association des Hteliers et Restaurateurs de l'le Maurice also known as AHRIM was
created in 1973, with the key objective of promoting and representing the interest of
restaurants and hotels in Mauritius. In the beginning, there were only 9 restaurants and 5
hotels forming part of AHRIM. Since then, the organization has been playing a very
important role in tourism industry, especially in making decisions and helping in the
development of Mauritius. Presently, there are 85 hotels - (over 80 % of hotels in Mauritius),
26 restaurants, 5 companies under the IRS Scheme (Integrated Resorts Scheme) and 1
associate member. There are also 4 affiliate members that are also linked to AHRIM.
AHRIMs main goal is to stimulate tourism growth through the establishing of a better
atmosphere and a better environment for all those people who are working directly or
indirectly in the tourism sector. The vision is to make the tourism sector a sustainable
23
prospect for the success of the Mauritian economy, leading to an increase in the quality of life
for the Mauritians.
Objectives of AHRIM
To promote the interests of hotels, catering and the tourism sector of Mauritius.
To provide for joint consultations with other organizations of the private sector.
To
create
one
platform
to
discuss
the
interests
of
the
industry.
To initiate and boost activities which would advance the development, growth and
interests
of
both
the
industry
and
the
private
sector.
To link with Government and other bodies on matters relating to the industry.
To make representations in relation to legislative or other matters affecting the

industry and if the need arises, to secure the services of other persons to that end.
To do everything that are necessary for the growth of the tourism sector in Mauritius.
Role of AHRIM
Representation
AHRIM represents its members on various Boards, committees and sub-committees.
Communication
AHRIM Communication Department keeps its members up-to-date of the tourism situation in
Mauritius through regular communications.
Information
The office stores a database of activities related to tourism and also carries out on a regular
basis economic and statistical analysis, reports and surveys on the tourism industry, to keep
the members well up-to-date with the new developments and best practices on the day to day
tourism management.
24
Mauritius Tourism Promotion Authority (MTPA)

The Mauritius Tourism Promotion Authority (MTPA) is a parastatal organization established
in 1996 by the MTPA Act. It is administered by a Board of Directors and operates under the
aegis of the Ministry of Tourism and Leisure. It has many office around the world to promote
Mauritius as holiday or tourist destination.
Objectives of MTPA
To promote Mauritius abroad as a tourist destination, MTPA:
- conducts advertising campaigns;
- participates in tourism fairs and organizes, in collaboration with the local tourism
industry, promotional activities and campaigns in both Mauritius and foreign
countries.
To provide information to tourists on facilities, infrastructures and services available
to them in Mauritius.
To conduct research into market trends and opportunities and to distribute such
information and other relevant statistical data on Mauritius.
To advise the Minister of tourism about everything that are related to the promotion of
tourism.
Ministry of Tourism and Leisure

Aims of the Ministry
To promote Mauritius and make it one of the worlds best tourist destination.
To follow the upmarket and selective tourism policy.
To manage, plan and control tourism development on the island.
To define, adjust and apply sustainable tourism plans which are safe for the
environment, economy and socially acceptable.

To institute an operational and legal framework to plan, monitor and regulate tourism
activities in line with tourism policies and strategies.

To provide support, motivation and help to tourism projects in line with strategies and
policies.
To keep Mauritius as a desirable and attractive tourist destination.
To promote for the development of family-oriented leisure facilities for Mauritius.
25
To develop the quality beach related tourism activities and facilities.

To diversify the Mauritius tourism products by encouraging both eco tourism and
cultural tourism.
Vision
Tourism: To be a leading economic development agency in sustainable tourism,
always setting new benchmarks and pioneering best practices with a view to sustain
economic growth as well as improving the standard of living of the whole population
Leisure: To be a leading government agency in providing and promoting leisure,
entertainment and recreational activities with a view to create a harmonious and
stress-free society, and to promote unity in diversity.
Mission
Tourism: To develop and champion tourism activities so as to build the sector into a
key engine of growth and to make of Mauritius the best island destination in the
world.
Leisure: To champion and promoting leisure, entertainment and recreational activities
to enhance the quality of life of the citizens and tourists and foster peaceful coexistence.
Tourism Authority
The TA is responsible for licensing, regulating and supervising the activities of tourist
enterprises, pleasure crafts, skippers and canvassers. It also contributes to the uplifting of the
destination and provides technical assistance to Rodrigues as well.
26
How any of those organizations could have helped Chez Patrick

Resto?
Chez Patrick Resto is unfortunately not registered with AHRIM anymore because he thinks
the association is corrupted and they do not provide the services that they claim they do. Chef
Patrick has made it clear that AHRIM only protects the big organizations like hotels and this
is one reason why so many good restaurants around the island cannot be bothered to be
registered with AHRIM. Moreover I could not disagree less with him since Mauritius is
indeed one of the most corrupted countries of all time.
Regardless of his opinions, I still think AHRIM would have been in his favor if he was still a
member of the association as it would have helped to initiate and boost activities which
would have advanced the development, growth and interest of the restaurant whether directly
or indirectly. According to Chef Patrick, he does not see the need of being registered with
AHRIM anymore because he has already made his clientele around the island and he is
already one of the best seafood restaurant in the East, that is both accessible to both local and
foreigners.
There is one organization that he still uses and its trip advisor. He uses their website to
advertise his restaurant and to promote his location, services and other promotional activities.
27
3)
Investigate the organisation structures in
place
in
your
selected
hospitality
organisations and discuss its effectiveness in
reflecting the demand for new skills in this
dynamic industry. (1.2)
A business or any company is an organized and structured system where the structure is an
essential element to ensure its operation and the smooth running of the business itself.
What is an organisational structure?

The structure of a business can be defined as a set of mechanisms by which any business or
company distributes, organizes, coordinates and controls its operations. The entire structure
of the organization is represented by a flow chart that shows the distribution of areas and
supervision of different areas and the management level is usually at the top.
Types of structure
Hierarchical structure
It is based on the principle of unity of command, that is each employee depends on only one
supervisor. In simple term, a subordinate receives order from his superior, to whom he is
accountable.
28
Figure 6 - Hierarchical Organisational Structure

Figure 7 -
Hierarchical Organisational Structure
Advantages:
ease of command
clarity
security
Simplicity (everything is written).
Clear division of responsibilities.
Employees are very loyal to their department within the organisation.
Disadvantages:
Partitioning.
Poor information flow.

Departments can make decisions which benefit them rather than the business as a
whole.
Bureaucracy.
Rigidity.
Difficult to implement (especially in a complex environment).
Do not encourage taking initiative as order must be given first.
29
Functional structure
They are characterized by a functional specialization of each charge, and a diversity of
knowledge
The
and
functional
professional
structure
is
skills
the
of
principle
the
of
company.
specialization.
According to Taylor, it is impossible that a foreman has all the necessary and always efficient
operations knowledge. So a subordinate must not have a single leader, but several.
Figure 8 - Functional Organisational Structure
Advantages:
Tips to different specialists.

Quality of execution.
Higher rewards.
Supports professional identity and career paths.
Permits greater specialization.
Easier supervision.
Creates an economy of scale.
Disadvantages:
30
Risk of conflict.
Rigidity.
The organization loses clarity.
Diluted earnings power.
If an error occurs, difficulty to find the cause.
Structure respecting little human nature (the performer does not have the
responsibility of knowledge)
Divisional Structure
Divisional structure is a structure based on the concept of division with the objective of
decentralization of power as well as decisions. In fact, the activities of the organization are
divided into a number of divisions including functions capable to succeed services with the
resources used in each functional division. The division is based on different areas such as
products, technical, customer type and so on.
Figure 9 - Divisional Organisational Structure
Advantages:
Presence in various markets resulting in flexibility, capacity and adaptability to
changes.
Flexibility in managing target markets for each division.
Independence of divisions.
Possibility of the workforce divisions.
Reliability in coordination between those responsible.
Disadvantages:
31
Poor Attendance.
Top management has to establish a management control and evaluation almost on a
daily basis.
A meeting ensuring its responsibilities.
Risk of elimination of some economies of scale.
Subdivision of several divisions while risking the loss of expertise.
Organic Structure
The organizational structure is one with a low level of specialization, formalization and
centralization
for
greater
adaptability
of
the
business
environment.
Figure 10 - Organic Organisational Structure
Advantages:
Quicker decision making.
Flatter organization.
More Project Management and team work.
More effective communication.

32
Increase in level of education.
Share in profits and other benefits.
Cross-hierarchical teams frequent lateral communication, often in the form of

consultation between people from different departments.
Free flow of information.
Wide span of control - Large number of subordinates under the command of a

manager.
Decentralization decision made by those with knowledge.
Low formalization tasks and responsibilities are redefined depending on the

situation.
Staff can be very quick and responsive to make changes.
Staff are involved in the decision making and problem solving of the organization and
in addition, this increases motivation and commitment.
Disadvantages:
Despite that flexibility is a positive factor, it can somehow be a negative factor as it

can cause instability and uncertainty.
Staff may not be sure about their specific job role and responsibilities, this may cause
confusion and as a result, certain jobs might end up not getting done.
Decisions may be vague or ambiguous due to the flexibility.
Communication issues can arise if it is not controlled properly.
33
Type of organisational structure at Chez Patrick Resto
Chef Patrick
-Owner/Hea
d
Chef/Manag
er
Sous-Chef
Oliver
Barman
Head Waiter
Cook
Waiter
Waiter
Waiter
Waiter
Figure 11 - A Hierarchical Organisational Structure of Chez Patrick Resto
After analyzing the organization I have chosen, I have noticed that they use a hierarchical
structure for the smooth running of the business. As we can see in Figure 11 above, the
structure is pretty simple and each employee depends on only one superior or supervisor. This
type of structure seems to work fine for the restaurant as it does not have too many staff and
every member knows their specific job. Since the restaurant can only afford to have a 100
customers in one go, the manager does not see the need of having too many employees, hence
keeping staffing cost at a reasonable level without affecting the level of profit in the
34
restaurant. Another great advantage is that the manager is also the owner and the head chef,
which also gives him more power in the management of the organization. All the decisions
are taken by Chef Patrick or in case of his absence, his wife manages the whole place and
controls the staff. However, their son who is the sous chef or the second chef in command, he
only has the right to take over the kitchen department in case the head chef is not present. He
also has a cook to help him with all the preparation or the mise en place of the whole menu.
The leadership style used in the organization is an autocratic one, that is they execute their
roles when they are given orders. They can always take small initiatives like cleaning up
areas and tables and doing the washing up but they cannot take any management decision
such as giving food out for free, even to regular customers. The relationship between the staff
and the management is very professional and yet very friendly. All the staff have been trained
properly to do their jobs and some of them are even qualified. They even have the
opportunity to be promoted and have a wage raise if they prove themselves to be
hardworking and to be always willing to go the extra mile to attract more customers. Chef
Patrick has even implemented the employee of the month scheme where one employee is
selected to win a small prize if they have worked very hard for the organization. This scheme
has just been introduced in the restaurant recently just to motivate the staff to work harder
and to be more flexible. On the other hand, this has caused competitiveness among
themselves even if they do not work in the same areas. Each employee only knows their job
and that they are not polyvalent, that is they cannot work in any department as they do not
possess the skills, knowledge or any experience at all. For example a barman cannot replace a
cook or a sous chef as he does not have the culinary skills needed. To overcome that problem,
Chef Patrick needs to train them to do and learn the basics of each department. A waiter for
instance can learn how to be an assistant cook in case the designated cook is absent. This will
keep the operation level going and it will not affect it that much. Overall, the structure seems
to be rather perfect for such a small family restaurant.
35
4)
In order to satisfy demand for this
dynamic industry with regards to staffing,
evaluate the staffing requirements in the
Hospitality sector in order to support the
economy. (2.1)
Staffing Requirements
When it comes to staffing requirements in the hospitality industry, there are many factors that
need to be taken into consideration, such as qualifications, previous experience, professional
attitudes, behaviour, management functions and so on.
Staff must learn how to work efficiently and effectively to produce quality results in the
industry. They must learn how to approach tasks and colleagues in a responsible manner.
Sometimes the way they approach someone will reflect the way they will approach customers
in the sector. Bad approach can simply mean bad attitudes and this is one factor that can be
off putting when working in the hospitality. Staff must understand what is required and they
must be able to modify their attitudes according to circumstances. They must also learn how
to take responsibilities for work process and be able to solve problems.
When it comes to the professional attributes, staff must display honesty and integrity when
they are at work. They should never lie, steal and run away from their responsibilities as this
can damage the reputation of the organisation they work for. Employees must learn how to
accept others and show respect for the dignity and rights of others, that is to treat a female or
male staff the same way without any type of discrimination. It is also very important to know
ones responsibilities and recognise the limits and learn when to seek help from others. For
example if tourist is asking for information to a cleaner, he must be willing to help if he can,
instead of referring the tourist to a supervisor.
To be able to work in that sector, attitude plays a vital role as it reflects to everything that is
done. Punctuality is one of the most important attitude when it comes to staffing. They must
always be on time according to their roster or work schedule. Other attitudes such as no
arguing with superior level and no exaggerating and no judging are also very important. It
36
means that when superior levels has asked a staff to do a certain tasks for the benefit of the
organisation, it must be done rather without debating or refusing to do it at all.
Another factor is simply motivation. It plays a vital role when it comes to staffing. The ability
to motivate staff to work effectively and willingly is an important ingredient of a successful
management. Operational staffs behaviours and actions are directed towards the satisfaction
of certain needs and expectations which form the basis of their motivational driving force.
Hence, different staffs with different needs and wants which mean the management level
should take care of those needs and wants so as to keep the staffs motivated and on the other
hand it is a way of retaining them.
Motivation is the energizer that makes the staff provides quality service to the guests.
Therefore, the managerial level in the hotels should develop more ways to motivate the staff
such as giving them a good salary package, medical and insurance package, best employee of
the month, provide them with good equipment and good working environment, and so on.
One more distinct manner to improve and cater for the requirements of the workers is to deal
with their behavioural change. All behaviour is a function of its consequences, that is, the
staffs behave in a particular way because of either positive or negative consequences towards
them. Hence, the upper management should put emphasis on their desired behaviour by
giving them attention and praising them for their good working, take the time to meet them
and listen to them, encourage the employees for new ideas and initiative, give them reward
and chance to learn, to be recognized and promote them based on their performance overall.
Due to the increase in the level of unemployment, many hotels have decreased their level of
educational background while recruiting employees. Now, people who have done at least
form 3 are being employed for the operational level, where they receive on the job training.
This change has been brought to decrease the rate of unemployment in Mauritius. For
example, the Beachcomber Group recruit new staffs and they are given special training in
their following operational department so as to deliver quality service, hence, maintaining
their image in the market. They even have a department which gives culinary trainings to new
comers and then employ them as assistant cooks.
Nowadays, in hotels there is a lack of skilled workers at operational level because, ever since
government has introduced the free education system in the island, almost everyone is
educated up to a secondary level and do not wish to work in operational level in hotels. This
is so, because it is believed that the workload is too much and the salary of those workers
37
fluctuate from one organisation to another. This is one main aspect which discourages people
for joining operational level.
Impacts of Hospitality on the economy

The hospitality industry provides a huge opportunity in the employment sector as well as
more and more people are being employed hence decreasing the level of unemployment in
Mauritius. Nowadays more people are switching to the hospitality as it is a growing industry
within the economy. For the last decade, the industry has progressed a lot due to the level of
education that has been implemented by the government. Universities, hotel schools, colleges
and other institutions have been set up to educate, train and prepare many people to join the
sector. Every year there are thousands of students graduating and willing to join the
hospitality sector, especially in hotels and airport. More work means people can enjoy a
better standing of living than they would have if they were unemployed.
Even though the sector is recruiting more and more people every year, some are also leaving
the local sector in order to find work abroad as the salary paid in foreign countries or on
cruise ships are way much higher than in Mauritius. Sooner or later, this is will encourage
more people to move abroad and this might lead to a gap in the employment sector. It means
that there will be many jobs available but there will be a lack of people willing to work as the
pay is too low.
The major benefit of hospitality, specially the tourism sector is economic as it provides not
only job creation, but also a generation of revenue at international, national, regional and
local levels. It can also benefit economies at regional and local levels, as money comes into
urban and rural areas which in turn stimulates new business enterprises and promotes a more
positive image in an area.
Mauritius is exploiting the sector and hence increasing the countrys GDP, which is the gross
domestic product. The income generated can then be used to improve local services, whether
by developing better transport and infrastructures, or by providing more facilities for
Mauritians and future visitors, such as leisure centres, shopping areas and entertainment or
attractions. Other businesses can benefit from the presence of tourism such as shops, banks,
and businesses that provide goods and services.
38
5)
Discuss how the roles, responsibilities
and qualification requirements are ever
changing in order to satisfy this dynamic
industry. (2.2)
The roles, responsibilities and qualification requirements are changing in many ways in order
to satisfy the hospitality industry. It is no doubt that the industry is growing more and more
every day as more tourists are coming in Mauritius. People from all around the world are
looking are looking forward to spend some time in Mauritius regardless of their main
purpose, whether to relax and enjoy their holidays or business meetings and so on. Whatever
the reasons, the country is still getting more people entering the country and this means the
industry needs more people to work in that particular sector.
As mentioned in question 4, more and more people are being trained to enter the hospitality
industry in order to meet and satisfy the demand. Nevertheless, since Mauritius is welcoming
people from all around the world, the industry has to be ready to satisfy those customers and
has to employ as many people as possible.
With the eruption of hotel schools around in Mauritius, this has facilitated the people who
wish to have a job prospect in the hospitality industry to have a good background to start off
their career. To clear entrance in the hotel school, there is no need to have a good academic
secondary certificate and local residents just need to have at least been to college from up to
form 2 to form 3 levels. Moreover, to encourage the youth of today to enter in the hospitality
industry, the government has made those one year course free for the public who wants to get
a certificate of NC3 in the hotel school. Hence, once having obtained the certificate at the
hotel school, this automatically creates many opportunities for those students in the sector,
especially in hotels, restaurants and even the airport of Mauritius and so on.
It has to be noted that due to modernisation, the roles, responsibilities and qualification are
changing and in order to be up to date, different types of actions are taken, whether on the job
trainings, local and foreign meetings and trainings with other organisations are done. For
instance if an employee has been trained to do only one tasks, at some point, that person is
going to be idle and be useless as he or she will not have anything to do. In order to combat
this problem, staff must be trained to do multiple tasks and this will make them more
39
polyvalent. Being polyvalent will not only benefit the hospitality sector but it will also create
more opportunities for the staff to learn more about the other segments of the industry. For
instance a cleaner can learn how to maintain the garden of a hotel and help the gardener if he
has already done all the cleaning he was meant to do. This does not mean that the gardener is
going to lose his job but this will be more efficient for the hotel in term of cost, that is, for the
same amount of money spent on wages, more jobs are being executed to maintain the hotel.
Another simple example is for a barman or a cook to learn how to wait on customers in a
situation where there is a shortage of waiters in a restaurant.
Nowadays a lot of people are entering the industry through the qualifications that they have
obtained from universities, colleges, hotel schools or sometimes from previous jobs. Upon
entering the sector, they sometimes have to update their knowledge and keep to date with
new ideas and laws and so on. For example a cook who has just finished his cooking course
must have other certificates and trainings in order to be eligible for work. He must follow a
hygiene course called the food handlers and once the course is completed, he will receive a
certificate which will allow him to work in the kitchen. So as we can see, just the cooking
course would not have been enough for the cook to enter the job market as the law expects
everyone working the kitchen department to obtain their food handlers certificate.
Considering it was not needed back in the days, but now even the head chef of the hotel will
have to obtain the certificate if he never had one when he first started working.
Nowadays there are various trainings being given to staff in order to keep the up to date with
the current trends in the sector. Examples of such training are fire drills, bomb alert and so on.
They are trained how to cope in different situations and to make sure that customers are being
taken care of.
40
Conclusion
In order for the hospitality industry to perform well, the following business approach
must be implemented such as:
- It must be able to communicate with customers.
- To develop a positive image and reputation.
- To contribute to a good customer service.
- To avoid complaints and misunderstandings.
- To follow organisational standards for personal presentation, grooming and so on.
41
Annex
MENU ALL INCLUSIVE
Figure 12 - Menu All Inclusive (a)
Figure 13 - Menu All Inclusive (b)
42

MENU PATRICK
Figure 14 - Menu Patrick (a)
43

Figure 15 Menu Patrick (b)
44

Figure 16 - Menu Patrick (c)
45
Figure 17 - Menu Patrick (d)
46
Figure 18 - Menu Patrick (e)
47
Figure 19 - Menu Patrick (f)
48
Figure 20 - Menu Patrick (g)
49
Figure 21 - Menu Patrick (h)
50
Figure 22 - Menu Patrick (i)
51
Figure 23 - Menu Patrick (j)
52
Figure 24 - Menu Patrick (k)
53

Figure 25 - Menu Patrick (l)
54
Figure 26 - Menu Patrick (m)
55
Figure 27 - Menu Patrick (n)
56
Figure 28 - Menu Patrick (o)
57

Figure 29 - Take Away Service Price List
58

Figure 30 - Special St Valentine Day Menu
59
Figure 32 - Seafood Platter
Figure 31 Fish And Chips
Figure 33 - Sweet and Sour Fish
60

Figure 34 Dinner Party Set Up
Figure 35 Bar Service (a)
Figure 36 Bar Service (b)
61
Figure 37 Birthday Party
Figure 38 Cocktails Set up
62
Figure 39 Cocktails
Figure 40 - Decoration
63

Figure 41 Birthday Party Set up
Figure 42 Table Set Up
64
Figure 43 Interior Decor
Figure 44 Table Set Up for a party
65

Figure 45 Buffet Night
Figure 46 - Chop Suey
66
Figure 47 Croquette de Poulet
Figure 48 Langouste a la creole
Figure 49 Bol Renverser
67
Figure 50 Langouste Grille, Frite, Legumes et Salade.
Figure 51 - Cocktails with Alcohol
68
Reference
Referencing
(2011) "Hospitality Industry" Wikipedia, The Free Encyclopedia, Available from

<http://en.wikipedia.org/wiki/Hospitality> (Accessed Date: 5th August, 2014)
Patrick Restaurant (2013) Chez Patrick Resto Available at:<http://www.patrickresto.com/>
(Accessed Date:5th August, 2014)
(Online article, nd) Organizational Structure Available at:
<http://www.businessdictionary.com/definition/organizationalstructure.html#ixzz3AC83I1fS> (Accessed Date: 9th August, 2014)
(Online article, nd) Organic Structure Available from
<http://www.businessdictionary.com/definition/organic-organization.html> (Accessed Date:
9th August, 2014)
(Online article, nd) Functional Structure available from <
http://www.businessdictionary.com/definition/functional-organization.html > (Accessed Date:
9th August, 2014)
(Online article, nd) Divisional Structure available from <
http://www.businessdictionary.com/definition/divisional-structure.html> (Accessed Date: 9th
August, 2014)
(Shawn Grimsley, nd) Organic Structure available from < http://educationportal.com/academy/lesson/organic-organizational-structure-definition-examplesquiz.html#lesson> (Accessed Date: 9th August, 2014)
(2012) AHRIM Available: http://www.mauritiustourism.org/en/l-association/about-us.html.
Last accessed 5th Aug 2014. (Accessed Date: 5th August, 2014)
Author (2014) Republic of Mauritius Portal Available at:
http://www.mauritiustourism.org/en/l-association/about-us.html (Accessed Date: 5th August,
2014)
Author (2014) Republic of Mauritius Portal Available at:
http://www.mauritiustourism.org/en/l-association/about-us.html (Accessed Date: 5th August,
2014)
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Anon. (Nov 21, 2012) Business & Finance, Business Plans, Companies Available at:
http://wiki.answers.com/Q/What_are_the_advantages_and_disadvantages_of_multinational_
businesses (Accessed Date: 5th August, 2014)
Anon. (2014) Discover Mauritius Available at:
http://www.mauritius.net/general_info/ahrim.php (Accessed Date: 5th August, 2014)
Kandampully, J 2002, Services management, Pearson education, New jersey.
Ninemeier, J & Perdue, J 2005, Hospitality operations, Pearson Education, New Jersey.
"Management: Meeting and Exceeding Customer Expectations"; Warren R. Plunkett, et al
70

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