INTRODUCTION

Design in hospitality and tourism facilities is regarded as a core aspect that can contribute towards adding value to both operations and guests.

Such a definition not only suggests that design is inherent in all aspects of human endeavor, but also relates fundamentally to people, thereby highlighting the criticality of design to hospitality and tourism industries.

The design of a hospitality/tourism establishment can provide:
• An identity or character to the business
• Project the operation's appeal and vision to visitors or potential visitors
These elements, both the tangibles such as architecture, décor and furnishings and intangibles such as ambience, are also contributors to guests' overall experience at a destination, and can be decisive factors in determining guests' satisfaction or dissatisfaction during their stay. Resulting potential business implications can be in the form of repeat visits or word-of-mouth advertising.

TABLE OF CONTENTS
SECTION 1
1.1 Introduction 3
1.2 Physical Layout of a Facility 3
1.3 Understanding Services offered by an Organisation 7
1.4 Understanding Facilities offered by the Organisation 8
1.5 Communicating Rules of Conduct for use of Facilities to Customers 8
1.6 Importance of In-Depth Knowledge of the Organisation and its Services 10
SECTION 2
2.1 Introduction 12
2.2 Concept of Product Knowledge 13
2.3 Concept of Consumer Service 13
2.4 Relationship between Product Knowledge and Customer Service 14
2.5 Identifying Customer Needs 15
2.6 Providing Customers with Information about Services 17
2.7 Referring a Customer to Alternative Provider 18
2.8 Selling Available Services 19
2.9 Ethical Principles when Selling Hospitality Services 20
SECTION 3
3.1 Introduction 21
3.2 Purpose of an Organisation 22
3.3 The Organisational Structure/Organogram for a Hospitality Organisation 22
3.4 The Role of each Department to the Continued Existence of the Organisation 24
3.5 Services offered by each Department to Facilities 25
3.6 Organogram for a Department in a Hospitality Organisation 26
3.7 Communication Channels in Hospitality Organisation 29