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hospitality > Source and Use Information on the Hospitality Industry > Flashcards

Source and Use Information on the Hospitality Industry Flashcards

1
Q

Name four sources for industry information

A
  • Internet
  • Unions
  • Employers
  • Training courses
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2
Q

Name the six related industries to hospitality

A
  • Food manufacturer/ production
  • Meetings, incentives, conferences and events
  • Retail
  • Entertainment and recreation
  • Tourism and travel
  • Wine production
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3
Q

Name the six sectors within the hospitality industry

A
  • Accomodation
  • Casinos
  • Clubs
  • Holiday parks and resorts
  • Hotels
  • Restaurants, cafes and catering
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4
Q

Name the ten departments in a hospitality establishment

A
  • Accounts and finance
  • Food and beverage
  • Food production
  • Front office
  • Housekeeping
  • Human resources
  • Gaming
  • Maintenance
  • Sales and marketing
  • Security
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5
Q

Name an example of how departments and sectors are interdependent

A

Accomodation relies on housekeeping, and casinos provide transportation to accomodation

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6
Q

Name another example of how departments and sectors are interdependent

A

Housekeeping must prepare the room in order for front office to know that it’s available for guest occupancy

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7
Q

Name four primary positions and their roles in the industry

A
  • Wait staff- undertaking service of food and beverage
  • Executive chef- oversee staff
  • Account clerk- monitor income and expenditure
  • Porter- assist with luggage
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8
Q

What are the characteristics of good customer service? (PACKET)

A
  • Positive and professional
  • Attentive and action
  • Courteous and caring
  • Knowledgable
  • Enthusiastic
  • Timely
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9
Q

Name two current issues, and implications they hold

A
  • COVID 19- reduces customer base, hence income and need for employees
  • Economic decline- caused by COVID 19
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10
Q

Name two current trends

A
  • Use of technology to order

- Environmentally friendly- sourcing local ingredients

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11
Q

Recall the nine major legislations

A
  • Food Act 2003
  • Food Regulation 2010
  • Food Safety Standards and the ANZFSC
  • Responsible Service of Alcohol and Responsible Conduct of Gaming/Gambling
  • Local council regulations
  • Local community protection
  • Fair Trading Amendment Act 2010
  • Fair Work System
  • Privacy Act 1988
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12
Q

What is occupational licensing?

A

Form of government regulation requiring a license to engage in a particular profession for compensation

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13
Q

Name an example of occupational licensing

A

Obtaining a liquor license

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14
Q

What is quality assurance?

A

The practice of managing the standard of services and products of an organisation

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15
Q

How is quality assurance achieved?

A

Every employee must maintain quality

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16
Q

What may accreditation schemes be useful for?

A

Independent opinion for choosing a place to eat at/ work at

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17
Q

Name three accreditation schemes

A
  • The Stars Rating Australia system
  • Eco Friendly Star accreditation
  • Scores on doors
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18
Q

What is the role of a code of conduct?

A

Set out the expectations of an establishment’s management for every staff member

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19
Q

Name five significant legal issues

A
  • Anti-discrimination
  • Privacy
  • Hygiene
  • Health and safety
  • Equal Employment Opportunity
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20
Q

Name five significant ethical issues

A
  • Confidentiality
  • Tipping
  • Commissions
  • Pricing
  • Overbooking
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21
Q

Why is compliance essential for hospitality industries?

A

It ensures a safe and ethical workplace

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22
Q

What is a career pathway?

A

The road an individual takes in their working life

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23
Q

Name a common career pathway, and define each stage

A
  1. Apprenticeship
  2. Commis chef
  3. Chef De Partie- particular area
  4. Sous chef- second in command
  5. Executive chef
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24
Q

Name the aspects of full time employment

A

38 hours per week

Numerous entitlements- holiday leave and sick leave

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25
Q

Name the aspects of part time employment

A

Less than 38 hours per week

Predictable hours of work

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26
Q

Name the aspects of casual employment

A

Irregular employment

No entitlements

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27
Q

Name the aspects of contract employment

A

Specific period of time

Contract conditions vary

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28
Q

What’s the difference between an award, agreement and contract

A
  • Award- minimum rates and working conditions for
  • Agreement- agreeing or coming to mutual arrangement
  • Contract- employer contracts an individual employee
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29
Q

Name the role of a kitchen hand

A

Preparing and storing food, washing dishes and kitchen utensils, and cleaning work areas

30
Q

List four tasks kitchen hands may engage in

A
  • Sorting and disposing of rubbish
  • Handling, sorting, storing and distributing food items
  • Cleaning food preparation equipment
  • Preparing food
31
Q

What do employers have the right to?

A
  • Undertake greivance or counselling procedures
32
Q

What do employers have the responsibilities of?

A
  • Pay wages
  • Provide work
  • Provide WHS
  • Provide support
33
Q

What do employees have the right to?

A
  • Receive wages

- Work in a safe environment

34
Q

What do employees have the responsibility of?

A
  • Arrive at work in correct times
  • WHS
  • Do what their contract outlines
35
Q

What does EEO stand for?

A

Equal employment opportunity

36
Q

In which acts is EEO covered?

A

Equal Opportunity Employment Act

37
Q

What is the intent of the EEO?

A

Identify and eliminate discriminatory barriers that cause

inequality in the employment of any person or groups

38
Q

Name three workplace procedures relating to EEO

A
  • Ensuring an accessible workplace
  • Providing a workplace free from discrimination
  • Not sourcing goods or services from international companies that might be breaching human rights
39
Q

What is the role of employer groups? Name an example of a business

A

Help employers become aware of and manage their industrial relation issues
Restaurant and Catering NSW

40
Q

What is the role of professional associations? Name the two main examples of businesses

A

Australian Culinary Federation- representing professional chefs, cooks and apprentices

Australian Association of Food Professionals- expertise in a range of food-related areas and provide information on such

41
Q

What is the role of employee groups and unions?

A

Unions represent employees

Union Voice

42
Q

What is harassment stemmed from?

A

Linked into anti-discrimination laws and will focus on gender, race, ethnic background, colour, religion or belief, sexual orientation or disability

43
Q

What is bullying stemmed from?

A

Inappropriate behaviour, direct or indirect and by one more persons, which undermines an individual’s right to dignity and may often include some aspects of physical harm

44
Q

What does direct bullying and harassment mean?

A

Means the bullying or harassment is between the people involved

45
Q

What does indirect bullying and harassment mean?

A

Involves others in the bullying or harassment

46
Q

What does the NSW Anti Discrimination Act prohibit?

A

Prohibits unlawful racial, sexual and other types of discrimination

47
Q

Name three aspects the Act covers

A
  • Sex
  • Disability
  • Race
48
Q

What is a workplace procedure which relates to the minimisation of workplace discrimination?

A

Develop a policy, a code of conduct, which makes it clear that a workplace doesn’t tolerate discrimination. Constantly remind employees of these standards

49
Q

List four strategies to eliminate bias and harassment in the workplace

A
  • Ongoing workplace harassment awareness training for all employees
  • Requiring managers and supervisors to provide a workplace free from harassment
  • Maintaining and enforcing an appropriate code of conduct
  • Reviewing workplace harassment prevention and grievance resolution policies and associated training provided
50
Q

What are the consequences of breaches of the harassment and bullying laws?

A
  • Disciplinary action
  • Fire
  • Severe circumstances- legal action
51
Q

What are the resources available for employees who are victim to harassment or bullying?

A

Each business should be in contact with services who provide support. Moreover, each manager has the responsibility to provide confidential mentoring and support

52
Q

Will work practices be the same in each business?

A

No

53
Q

Do all businesses have common standards of work practices?

A

Yes. There are always minimum standards in complying with regulations.

54
Q

How are work practices implemented and maintained?

A

Implemented- employees enforce these

Maintained- constant reminders through signage and meetings

55
Q

What are the four groups which encounter the consequences of poor work practices? Name an example of how

A
  • Colleagues- stress
  • Workplace- customer complaints
  • Industry- higher costs
  • Customers- frustration
56
Q

Name some strategies for understanding and clarifying work instructions

A
  • Active listening

- Always ensure (clarify)

57
Q

Why is clarification essential?

A

Ensures parties understand obligations and fulfil their duties in the expected way

58
Q

What are the three structures typical to a hospitality service? Define each

A
  • Routine- sequence of regularly performed actions
  • Rostered- work to be done in an allocated position
  • Non routine- may include any activities
59
Q

What should be recorded and reported in the business?

A
  • Customer complaints
  • Accidents, incidents
  • Risks, hazards
  • Broken equipment
  • Pest infestations
60
Q

Why is record keeping essential?

A

Allows a business to keep track of important occurrences, improve from such and hence create a successful and unfaulty business

61
Q

What is essential to achieving tasks?

A

Time management

62
Q

Name five means of achieving time management

A
  • Plan the time
  • Analysis of tasks
  • Avoid multitasking
  • Avoid distractions
  • Avoid productivity killers
63
Q

What is the triple bottom line in reference to?

A
  • People
  • Planet
  • Finance
64
Q

Name five example of sustainable and environmentally practices a business can adopt

A
  • Source food from local businesses
  • Solar panels
  • High energy rating appliances
  • Sensor lights
  • Compost
65
Q

Name five current issues affecting the hospitality industry

A
  • Energy and water consumption
  • Noise and light pollution
  • Packaging waste
  • Food waste
  • Chemical waste
66
Q

How can something be reported? Give an example of each

A

Formal- written in a letter to authorities

Informal- verbal approach to employer

67
Q

Why is feedback essential to an employer?

A

Allows them to identify and improve upon bad areas

68
Q

Name three emerging technologies in the hospitality industry

A
  • Buying and paying online in a cafe and being served food
  • Common social media
  • Robots to serve food
69
Q

What is the impact of technologies?

A

Allows for more efficient service, which involves customers more by providing extra information and an overall more enjoyable experience. However, it does put employees out of work, especially those cafe which employee robots to wait.

70
Q

What can technology do?

A

Streamline practices and improve the work practices of establishments if its introduction is well managed and has the support of employees

71
Q

Why should management select and enforce the use of technology?

A

Helps take the wight off staff shoulders, releases the workload

72
Q

Name three technological skills required for working in the hospitality industry

A
  • Having a range of basic IT skills
  • Using IT to organise ideas
  • Being willing to learn new IT skills

hospitality (8 decks)

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