Working in the Hospitality Industry and the Workplace

Question 1

List the allied industries of hospitality

Answer 1

Entertainment
Food manufacture/production
MICE - meetings, incentives, conferences, events
Recreation
Retail
Tourism and travel
Wine production

Question 2

List the sectors of the hospitality industry

Answer 2

Accommodation
Casinos
Clubs
Hotels
Restaurants, cafes, catering
Holiday parks + resorts

Question 3

What does Accounts and Finance look after?

Answer 3

Money
- income
- expenditure
- wages + invoices
- preps tax returns + payment sums + budgets
- monitor purchases of goods

Question 4

What is Food and Beverage responsible for?

Answer 4

Food service to customers
- front-of-house
- personal presentation
- efficient
- greeting + seating customers
- taking orders
- answer Qs
- deliver meals
- clear tables
- process payments
- clean + maintain service area

Question 5

What does Food Production or Kitchen do?

Answer 5

Prep + cook meals
- back-of-house
- create menus
- orders ingredients
- operates + maintains equipment + kitchen

Question 6

What does Front Office do?

Answer 6

Make first point of contact with general public
- phone enquiries
- bookings
- processing guests requests
- answering customer enquiries

Question 7

What does Housekeeping do?

Answer 7

Housekeep
- room attendant
- cleaner
- laundry attendant

Question 8

What does Human Resources do?

Answer 8

Looks after people
- WHS officer
- recruitment officer

Question 9

What do Gaming departments do?

Answer 9

• Poker machine attendants
• dealer
• croupier
• cashier
  bingo staff

Question 10

What does Maintenance do?

Answer 10

• carpenter
• plumber
• greenkeeper
• gardener
• facilities supervisor
• pool attendant

Question 11

What does Sales and Marketing do?

Answer 11

• Marketing manager
• social media manager
• sales consultant

Question 12

What does Security do?

Answer 12

• Security guard
• security officer

Question 13

What does good customer service look like?

Answer 13

• friendly
• approachable
• smile
• positive
• polite
• knowledge of products
• professional
• efficient attention to needs
• problem solver

Question 14

List current and in-trend products and services

Answer 14

Social media
Websites
Loyalty programs
Pre-ordering + pre-paying technologies
Customisation of orders on on-screen interface
Diets
Ingredients

Question 15

What are the current issues affecting the hospitality industry?

Answer 15

• Technology + social-media
• Increasing customer demands + decreasing satisfaction levels
• Increasing costs of operation
• Competition

Question 16

State ethical issues affecting the hospitality industry

Answer 16

Confidentiality
- secret recipe or high-profile customer wanting privacy kept from media

Overbooking
- for ‘no shows’

Recommendations
- recommending dish bc of oversupply
- recommending brothers restaurant without mentioning family relation
- not mentioning commercial arrangements with customers
- pub + taxi service

Tipping
- taking tips all for self
- equally distributing tips
- adding tip to total without customer consent

Cash-in-hand payments and hiring illegal immigrants
- paying employees with cash-in-hand - not under tax purposes
- employer taking advantage of immigrants

Question 17

What’s the purpose of the Food Act 2003?

Answer 17

ensure food for sale if safe + suitable for consumption

Question 18

What is the purpose of Food Regulation 2015?

Answer 18

in conjunction with food act
inspects food premises to ensure compliance with food act
reduce food-borne illness incidents

Question 19

What is the purpose of the Australia New Zealand Food Standards Code?

Answer 19

Make businesses comply with local legislation
produce safe + suitable food
contains definitions and minimum standards related to labelling and additives, definitive descriptions of food, standards for food safety

Question 20

What is the purpose of Responsible Service of Alcohol?

Answer 20

Reduce alcohol related incidents
Minimise harm

Question 21

What is the responsibility of workers under the Responsible Service of Alcohol?

Answer 21

• Must be licensed to serve
• Complete Responsible Service of Alcohol training
• prevent intoxication
• not serving to minors
• identify intoxication
• refuse service to intoxicated customer

Question 22

What is the purpose of Responsible Conduct of Gambling/Gaming?

Answer 22

Reduce gambling related incidents
Promote safety when gambling

Question 23

What is the responsibility of workers under the Responsible Conduct of Gambling/Gaming?

Answer 23

• Completed training in Responsible Conduct of Gambling
• Ensure compliance with law
• Recognise signs of:
  - problem gambling
  - self-exclusion

Question 24

What is the purpose of the Privacy Act 1988?

Answer 24

To protect individual’s privacy of personal info that could be collected and stored
Limit info agencies can collet
Prevent info being passed to 3rd party without customer’s consent

Question 25

List the types of employment

Answer 25

• Full-time
• Casual
• Part-time
• Contract

Question 26

Define harassment

Answer 26

Behaviour that a person does not want
- offensive
- humiliating
- intimidating

Question 27

Define bullying

Answer 27

Repeated, unreasonable behaviour by individual or group towards another person or group
- risk to health + safety

Question 28

Define sexual harassment

Answer 28

Unwelcome sexual advances or invitations or unwelcome conduct of sexual nature

Question 29

What is the aim of the Anti-Discrimination Act 1977?

Answer 29

To eliminate discrimination on the grounds of sex, race, age, disability, homosexuality, marital or domestic status, transgender status and carer’s responsibilities illegal

Question 30

List the types of discrimination

Answer 30

• Harassment and bullying
• Direct discrimination
• Indirect discrimination