Source and Use information in the hospitality industry Flashcards
Sources of industry information include:
o Colleagues and manager/supervisor/team leader. o Internet. o Journals. o Libraries. o Training courses. o Networks. o Unions. o Workplace manuals. o Experienced industry personnel. o Industry bodies and professional associations.
What is Meetings, Incentives, Conferences and Events (MICE)
This industry is quite diverse and may be involved in a range of activities which include marketing and developing and managing MICE activities. This includes providing venues for meetings, conferences, and exhibitions. Examples include Darling Harbour Convention Centre and conference facilities provided by hotels.
It is crucial that departments communicate with each other. For example, if a hotel guest requests a seat by the window in the dining room when they make a reservation at reception, front desk needs to ensure that food and beverage staff direct the customer to the right table. More examples include:
o Housekeeping must prepare the room in order for front office to know that it’s available for guest occupancy.
o Front office must open a guest account with the accounts and finance department and identify occupancy of the room for the housekeeping and maintenance departments.
o Food production may receive a phone call for room service, which they prepare, and food and beverage then deliver to the room.
o Food and beverage ensure the meal bill is forwarded to accounts and finance for inclusion on the guest’s bill.
Good customer service includes being (The ‘PACKET) :
o Positive and professional o Attentive and active o Courteous and caring o Knowledgeable o Enthusiastic o Timely.
What is quality assurance
The practice of managing the standard of services and products of an organisation. To achieve quality assurance, every employee must maintain quality throughout the entire operation: it will not occur by accident.
What is the Stars Rating Australia system
is owned and government by auto clubs of the 7 Australian states. It covers all levels of accommodation and to receive a star rating the establishment must meet all the requirements of that star level as well as the requirements for the lower levels.
What is the Eco-friendly Star accreditation
is for those establishments which are endeavouring to reduce their impact on he environment in energy efficiency, water minimisation, and waste minimisation and management.
What is scores on doors
is the NSW hygiene and food safety scoring program. It displays the results of regular food premises inspections and makes the public aware of how well the enterprise is complying with food safety and hygiene regulations.
Legal issues in the hospitality industry
o Anti-Discrimination o Privacy o Hygiene o Liquor o Gaming o Environment o Health and Safety o Worker’s Compensation o Consumer Protection/Trade Practices o Workplace Relations o Equal Employment Opportunity
Ethical Issues of the hospitality industry
o Confidentially o Tipping o Recommendations o Commissions o Pricing o Overbooking o Familiarisations
the career pathways for food production and food and beverage include
- Kitchen hand
- Apprentice chef
- Qualified chef
- Sous chef
- Chef de partie
- Head chef
- Executive chef
What is full time employment
Ongoing (permanent) employment for approximately 38hrs per week. Entitled to have annual and sick leave but must give their employer adequate notice if they are resigning.
What is part time employment
Work less than 38hours per week usually same numbers of hours per week on a permanent basis. They have same benefits of full-time employee, but on a pro rata basis which means that if a part-time worker works the equivalent of 50 per cent of the hours of a full-time worker, they are entitled to 50 per cent of the sick leave, holiday leave and other benefits enjoyed by full time workers.
What is casual employment
Common for young workers in hospitality and is characterised by no guaranteed hours. The hours can be irregular, and the worker has no entitlement to sick leave or annual leave. Can submit resignation without notice and receive a higher hourly rate of pay because they don’t have any sick or annual leave entitlements.
Contract: Either full time
An award is a document that sets out the minimum pay and conditions for different occupations. Awards cover:
- Minimum rates of pay
- Leave entitlements
- Overtime
- Penalty rates
- Hours of work
- Rest breaks
- Allowances like travel or uniform allowances
