Working in the Hospitality Industry and the Workplace Flashcards
List the allied industries of hospitality
Entertainment
Food manufacture/production
MICE - meetings, incentives, conferences, events
Recreation
Retail
Tourism and travel
Wine production
List the sectors of the hospitality industry
Accommodation
Casinos
Clubs
Hotels
Restaurants, cafes, catering
Holiday parks + resorts
What does Accounts and Finance look after?
Money
- income
- expenditure
- wages + invoices
- preps tax returns + payment sums + budgets
- monitor purchases of goods
What is Food and Beverage responsible for?
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
What does Food Production or Kitchen do?
Prep + cook meals
- back-of-house
- create menus
- orders ingredients
- operates + maintains equipment + kitchen
What does Front Office do?
Make first point of contact with general public
- phone enquiries
- bookings
- processing guests requests
- answering customer enquiries
What does Housekeeping do?
Housekeep
- room attendant
- cleaner
- laundry attendant
What does Human Resources do?
Looks after people
- WHS officer
- recruitment officer
What do Gaming departments do?
- Poker machine attendants
- dealer
- croupier
- cashier
bingo staff
What does Maintenance do?
- carpenter
- plumber
- greenkeeper
- gardener
- facilities supervisor
- pool attendant
What does Sales and Marketing do?
- Marketing manager
- social media manager
- sales consultant
What does Security do?
- Security guard
- security officer
What does good customer service look like?
- friendly
- approachable
- smile
- positive
- polite
- knowledge of products
- professional
- efficient attention to needs
- problem solver
List current and in-trend products and services
Social media
Websites
Loyalty programs
Pre-ordering + pre-paying technologies
Customisation of orders on on-screen interface
Diets
Ingredients
What are the current issues affecting the hospitality industry?
- Technology + social-media
- Increasing customer demands + decreasing satisfaction levels
- Increasing costs of operation
- Competition
State ethical issues affecting the hospitality industry
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
What’s the purpose of the Food Act 2003?
ensure food for sale if safe + suitable for consumption
What is the purpose of Food Regulation 2015?
in conjunction with food act
inspects food premises to ensure compliance with food act
reduce food-borne illness incidents
What is the purpose of the Australia New Zealand Food Standards Code?
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
What is the purpose of Responsible Service of Alcohol?
Reduce alcohol related incidents
Minimise harm
What is the responsibility of workers under the Responsible Service of Alcohol?
- Must be licensed to serve
- Complete Responsible Service of Alcohol training
- prevent intoxication
- not serving to minors
- identify intoxication
- refuse service to intoxicated customer
What is the purpose of Responsible Conduct of Gambling/Gaming?
Reduce gambling related incidents
Promote safety when gambling
What is the responsibility of workers under the Responsible Conduct of Gambling/Gaming?
- Completed training in Responsible Conduct of Gambling
- Ensure compliance with law
- Recognise signs of:
- problem gambling
- self-exclusion
What is the purpose of the Privacy Act 1988?
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
List the types of employment
- Full-time
- Casual
- Part-time
- Contract
Define harassment
Behaviour that a person does not want
- offensive
- humiliating
- intimidating
Define bullying
Repeated, unreasonable behaviour by individual or group towards another person or group
- risk to health + safety
Define sexual harassment
Unwelcome sexual advances or invitations or unwelcome conduct of sexual nature
What is the aim of the Anti-Discrimination Act 1977?
To eliminate discrimination on the grounds of sex, race, age, disability, homosexuality, marital or domestic status, transgender status and carer’s responsibilities illegal
List the types of discrimination
- Harassment and bullying
- Direct discrimination
- Indirect discrimination
