Source and Use Information on the Hospitality Industry Flashcards
1
Q
Name four sources for industry information
A
- Internet
- Unions
- Employers
- Training courses
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
3
Q
Name the six sectors within the hospitality industry
A
- Accomodation
- Casinos
- Clubs
- Holiday parks and resorts
- Hotels
- Restaurants, cafes and catering
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
5
Q
Name an example of how departments and sectors are interdependent
A
Accomodation relies on housekeeping, and casinos provide transportation to accomodation
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
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
8
Q
What are the characteristics of good customer service? (PACKET)
A
- Positive and professional
- Attentive and action
- Courteous and caring
- Knowledgable
- Enthusiastic
- Timely
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
10
Q
Name two current trends
A
- Use of technology to order
- Environmentally friendly- sourcing local ingredients
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
12
Q
What is occupational licensing?
A
Form of government regulation requiring a license to engage in a particular profession for compensation
13
Q
Name an example of occupational licensing
A
Obtaining a liquor license
14
Q
What is quality assurance?
A
The practice of managing the standard of services and products of an organisation
15
Q
How is quality assurance achieved?
A
Every employee must maintain quality
16
Q
What may accreditation schemes be useful for?
A
Independent opinion for choosing a place to eat at/ work at
17
Q
Name three accreditation schemes
A
- The Stars Rating Australia system
- Eco Friendly Star accreditation
- Scores on doors
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
19
Q
Name five significant legal issues
A
- Anti-discrimination
- Privacy
- Hygiene
- Health and safety
- Equal Employment Opportunity
20
Q
Name five significant ethical issues
A
- Confidentiality
- Tipping
- Commissions
- Pricing
- Overbooking
21
Q
Why is compliance essential for hospitality industries?
A
It ensures a safe and ethical workplace
22
Q
What is a career pathway?
A
The road an individual takes in their working life
23
Q
Name a common career pathway, and define each stage
A
- Apprenticeship
- Commis chef
- Chef De Partie- particular area
- Sous chef- second in command
- Executive chef
24
Q
Name the aspects of full time employment
A
38 hours per week
Numerous entitlements- holiday leave and sick leave
25
Name the aspects of part time employment
Less than 38 hours per week
| Predictable hours of work
26
Name the aspects of casual employment
Irregular employment
| No entitlements
27
Name the aspects of contract employment
Specific period of time
| Contract conditions vary
28
What's the difference between an award, agreement and contract
- Award- minimum rates and working conditions for
- Agreement- agreeing or coming to mutual arrangement
- Contract- employer contracts an individual employee
29
Name the role of a kitchen hand
Preparing and storing food, washing dishes and kitchen utensils, and cleaning work areas
30
List four tasks kitchen hands may engage in
- Sorting and disposing of rubbish
- Handling, sorting, storing and distributing food items
- Cleaning food preparation equipment
- Preparing food
31
What do employers have the right to?
- Undertake greivance or counselling procedures
32
What do employers have the responsibilities of?
- Pay wages
- Provide work
- Provide WHS
- Provide support
33
What do employees have the right to?
- Receive wages
| - Work in a safe environment
34
What do employees have the responsibility of?
- Arrive at work in correct times
- WHS
- Do what their contract outlines
35
What does EEO stand for?
Equal employment opportunity
36
In which acts is EEO covered?
Equal Opportunity Employment Act
37
What is the intent of the EEO?
Identify and eliminate discriminatory barriers that cause
| inequality in the employment of any person or groups
38
Name three workplace procedures relating to EEO
- 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
What is the role of employer groups? Name an example of a business
Help employers become aware of and manage their industrial relation issues
Restaurant and Catering NSW
40
What is the role of professional associations? Name the two main examples of businesses
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
What is the role of employee groups and unions?
Unions represent employees
| Union Voice
42
What is harassment stemmed from?
Linked into anti-discrimination laws and will focus on gender, race, ethnic background, colour, religion or belief, sexual orientation or disability
43
What is bullying stemmed from?
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
What does direct bullying and harassment mean?
Means the bullying or harassment is between the people involved
45
What does indirect bullying and harassment mean?
Involves others in the bullying or harassment
46
What does the NSW Anti Discrimination Act prohibit?
Prohibits unlawful racial, sexual and other types of discrimination
47
Name three aspects the Act covers
- Sex
- Disability
- Race
48
What is a workplace procedure which relates to the minimisation of workplace discrimination?
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
List four strategies to eliminate bias and harassment in the workplace
- 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
What are the consequences of breaches of the harassment and bullying laws?
- Disciplinary action
- Fire
- Severe circumstances- legal action
51
What are the resources available for employees who are victim to harassment or bullying?
Each business should be in contact with services who provide support. Moreover, each manager has the responsibility to provide confidential mentoring and support
52
Will work practices be the same in each business?
No
53
Do all businesses have common standards of work practices?
Yes. There are always minimum standards in complying with regulations.
54
How are work practices implemented and maintained?
Implemented- employees enforce these
| Maintained- constant reminders through signage and meetings
55
What are the four groups which encounter the consequences of poor work practices? Name an example of how
- Colleagues- stress
- Workplace- customer complaints
- Industry- higher costs
- Customers- frustration
56
Name some strategies for understanding and clarifying work instructions
- Active listening
| - Always ensure (clarify)
57
Why is clarification essential?
Ensures parties understand obligations and fulfil their duties in the expected way
58
What are the three structures typical to a hospitality service? Define each
- Routine- sequence of regularly performed actions
- Rostered- work to be done in an allocated position
- Non routine- may include any activities
59
What should be recorded and reported in the business?
- Customer complaints
- Accidents, incidents
- Risks, hazards
- Broken equipment
- Pest infestations
60
Why is record keeping essential?
Allows a business to keep track of important occurrences, improve from such and hence create a successful and unfaulty business
61
What is essential to achieving tasks?
Time management
62
Name five means of achieving time management
- Plan the time
- Analysis of tasks
- Avoid multitasking
- Avoid distractions
- Avoid productivity killers
63
What is the triple bottom line in reference to?
- People
- Planet
- Finance
64
Name five example of sustainable and environmentally practices a business can adopt
- Source food from local businesses
- Solar panels
- High energy rating appliances
- Sensor lights
- Compost
65
Name five current issues affecting the hospitality industry
- Energy and water consumption
- Noise and light pollution
- Packaging waste
- Food waste
- Chemical waste
66
How can something be reported? Give an example of each
Formal- written in a letter to authorities
| Informal- verbal approach to employer
67
Why is feedback essential to an employer?
Allows them to identify and improve upon bad areas
68
Name three emerging technologies in the hospitality industry
- Buying and paying online in a cafe and being served food
- Common social media
- Robots to serve food
69
What is the impact of technologies?
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
What can technology do?
Streamline practices and improve the work practices of establishments if its introduction is well managed and has the support of employees
71
Why should management select and enforce the use of technology?
Helps take the wight off staff shoulders, releases the workload
72
Name three technological skills required for working in the hospitality industry
- Having a range of basic IT skills
- Using IT to organise ideas
- Being willing to learn new IT skills
