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hosp hsc > Source and Use information > Flashcards

Source and Use information Flashcards

1
Q

Validating information

A

Validity refers to something being logical or factually sound

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2
Q

Colleague source

A

-Workplace polices + procedures,
- informal issues,
- day to day queries
(Internal)

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3
Q

Experience industry personnel source

A

-Specific techniques or skills
- opportunities for career progression
(Internal)

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4
Q

Industry bodies and professional associations source

A
  • Training opportunities
    -legislative responsibilities
    -current issues affecting the industry
    (External)
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5
Q

Internet source

A

-Specific information
- current events
- news (local and overseas)
(External)

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6
Q

Journals source

A
  • Industry-specific issues and trends

External

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7
Q

Libraries source

A
  • General and historical information

- Information about the local area

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8
Q

Networks source

A
  • Information relating to job role

Internal

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9
Q

Personal observations and experiences source

A
  • Techniques and processes that have worked in the past
  • ideas to try in the future
    (Internal)
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10
Q

Suppliers source

A
  • Product or equipment information
  • appliance manuals
    (External)
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11
Q

Training courses source

A
  • New or traditional techniques

External

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12
Q

Unions source

A
  • Information relating to working conditions
  • Legal responsibilities
    (External)
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13
Q

Workplace documents and manuals

A
  • All workplace policies and procedures

Internal

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14
Q

Entertainment industry

A
  • Provision of music, live theatre, theme parks, Film, performance.
  • Closely aligned with hospitality in clustering together experiences with food, accommodation and entertainment.
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15
Q

Food manufacture and production industry

A

Food manufacturers supply hospitality businesses with raw and processed ingredients.

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16
Q

Meetings, incentives, conferences and events (MICE) industry

A

MICE is a growing area of hospitality, in which accommodation and meals are provided in conjunction with attendance at a conference or wedding.

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17
Q

Recreation industry

A
  • Recreation may include interests such as sport, art or history.
  • Hospitality and recreational activities are common in venues such as golf clubs.
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18
Q

Retail industry

A
  • This industry is essentially a consumer experience.
  • Hospitality can pair with retail industry in sale of branded items, such as bottled sauces or hotel merchandise, such as clothing.
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19
Q

Tourism and travel industry

A

Local hospitality venues will promote local tourist attractions and travel options such as tours and transport

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20
Q

Wine production industry

A

Fine dining and casual eateries that are licensed can support local wineries by featuring local wines on their wine list.

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21
Q

interrelationship between the sectors + example

A

Interrelationship refers to the manner in which the sectors are able to or need to work together. In many cases it is important for the sectors to cooperate in order to deliver a quality experience for customers.
E.g. a guest visiting the local area may ask staff to recommend a local restaurant –> this means accurate info needs to be given

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22
Q

Accommodation sector

A

Role: Provide shelter, somewhere to sleep
Services: Bed, Bathroom, tea and coffee making facilities/kitchenette, restaurant, wi-fi, gym, pool, laundry
Examples: Hotel, motel, bed and breakfast, youth hostel

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23
Q

Casinos sector

A

Role: Provide gaming machines and table games
Services: Keno, TAB, poker machines, gaming tables, food and beverages, entertainment, accommodation
Examples: Casinos

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24
Q

Clubs sector

A

Role: Entertainment, gathering place for like-minded members
Services: Sport facilities, food and beverages, live entertainment, conference facilities
Examples: RSL, Leagues, gold clubs

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25
Q

Hotels Sector

A

Role: Provide alcoholic drinks, accommodation, food
Services: Alcohol, food and other beverages, accommodation, live entertainment, gaming machines
Examples: Pub, large hotels

26
Q

Restaurants, cafes and catering sector

A

Role: Preparing and serving food and beverages to order, breakfast, lunch and dinner
Services: Food and beverages – fast food café service, room service, on-site caterers
Examples: Restaurant, café, bistro, external caterer, fast-food outlet

27
Q

Holiday parks and resorts sector

A

Role: Providing accommodation and/or camping and caravan sites, cabins, facilities for cooking, relaxation and recreation
Services: Caravan sites, power, bathroom and laundry facilities, retail outlets, BBQ, pool, sporting facilities and/or equipment hire, restaurants, kids, club, entertainment, child minding
Examples: Caravan park, theme park resort

28
Q

What are departments, sections or work areas?

A

Departments, sections or work areas within a hospitality establishment refer to various responsibilities within the business.

29
Q

Accounts and finance department

A
  • The accounts and finance department looks after the money.
  • This includes the income generated through sales, and the expenditure of the business, such as the payment of wages and invoices.
  • They prepare tax returns, payment summaries and budgets. It also monitors the purchasing of goods for the establishment

e.g. payroll officer, accountant

30
Q

Food and beverage department

A
  • Food and beverages is responsible for food service to customers.
  • They are a front-of-house department –> personal presentation and a friendly, efficient manner are Essential.
  • Food And Beverage Staff Are Responsible For Greeting And Seating Customers, Taking Food And beverage orders, answering questions, delivering meals, clearing tables, processing payments and cleaning and maintaining service areas.

e.g. bartender, waitstaff

31
Q

Food production or kitchen department

A
  • The kitchen is a back-of-house area, concerned with the preparation and cooking of meals in cafes and restaurants.
  • This department creates menus, orders ingredients, and operates and maintains equipment and kitchen areas.

e.g. chef, kitchen hand

32
Q

Front office department

A
  • Front office staff are often the first point of contact the general public have with the establishment.
  • This may be through telephone enquiries, bookings, processing and guest requests or answering customer enquiries.

e.g. receptionist, cashier, valet

33
Q

Housekeeping department

A
  • The housekeeping department employs a number of back-house staff who are responsible for the cleanliness of the establishment.
  • They clean and service guest rooms and public areas, such as lobbies and bathrooms, and provide laundry service and linen to all the areas of the establishment

e.g. housekeeper, cleaner

34
Q

Human resources department

A
  • This department is responsible for hiring, firing and training.
  • This means they recruit and induct new staff, maintain training records, and the assist in managing disputes over working conditions.

e.g. WHS officer, Human resources manager

35
Q

Gaming department

A
  • Operate and maintain gaming facilities.
  • These may include Keno, poker machines, lotteries and table games.
  • Members of this department must hold a responsible conduct of gambling certification.

e.g. poker machine attendant, dealer

36
Q

Maintenance department

A
  • This back-of-house department is responsible for the maintenance and repair of the establishment and equipment.
  • Their job role may range from general minor repairs to regular upkeep of gardens and property, such as painting

e.g. plumber, pool attendant

37
Q

Sales and marketing department

A
  • They promote the business with the aim of increasing profit and market share
  • They advertise the business at expos and markets, and design promotional events and flyers to increase business visibility and sales

e.g. social media manager, sales consultant

38
Q

Security department

A
  • They are responsible for the safety of staff and customers.
  • This may be carried out by having physical presence at the establishment in the form of security staff, or through the use of technology

e.g. security guard, security officer,

39
Q

interrelationships between departments

A

Communication is needed for the customers to have a positive experience

e.g. a hotel guests requests seat by window, they need to make a reservation at reception, front office needs to make note of this to ensure that food and beverage staff direct the customer to the correct table

40
Q

Characteristics of good customer service

A
  • Being friendly and approachable, smile and being positive and polite
  • Great product knowledge and professionalism
  • Efficient attention to customers’ needs, and anticipating these where possible
  • Good problem-solving skills, such as being able to find out the answer to a question
  • Going ‘above and beyond’ what is expected
41
Q

Principal behind looking after staff

A
  • Hospitality is a service industry, but that does not mean its workers are servants.
  • Great service staff are highly professional and well-trained.
  • The hospitality industry acknowledges the tremendous role of good staff play in attracting and retaining customers and endeavours to promote and retain staff. - – For this reason, it is important that staff are offered regular opportunities to improve their skills through further training.
42
Q

Benefits of training staff

A
  • Allows consistency of customer service across an establishment
  • Multitasking staff is important for their professional development, and allows them to become a great asset to the establishment
  • Providing opportunities for staff to move within and between departments allows greater understanding of the work undertaken across different work sections.
  • This means that is a staff member is leaving or unavailable there is someone else who can perform that role, maintaining the level of service delivery to customers
  • Up-skilling staff is important for employees who would like to move into management roles
43
Q

Benefits of having a social media, websites and loyalty programs.

A
  • Increase the opportunity for customers to learn about the establishment and what it can offer
  • Maximise customer satisfaction
  • Stay up to date in the delivery of on-trend products to meet current customer demands
  • Reviews and ratings
  • Advertising
  • Loyalty programs = makes customers go back and buy more in order to win a free item (e.g. free coffee)
44
Q

Current issues affecting the industry:

A
  • Technology and use of social media
  • Increasing customer demand
  • Increasing costs of operating
  • Competition
45
Q

Current and Emerging Technologies in the industry

A
  • Online booking
  • Social media
  • Mobility of devices- smart phone
  • Keyless entry
  • Wifi, docking stations
  • Management Big Data
46
Q

Ethical issue: Confidentiality

A
  • It concerns knowledge or information that is not protected by law.
  • A workplace might have a ‘secret’ recipe, or high-profile customers who frequent an establishment because they know they will not be found by the media, or overheard conversations will not be repeated.
47
Q

Ethical issue: Overbooking

A
  • Occurs when more airline seats or hotel rooms are sold than are available.
  • This is an unethical practice, but one that is widely used in the hospitality industry to ensure maximum occupancy.
  • The practice is based on the statistics of ‘no shows’ – customers who book but do not arrive, or who cancel at the last minute.
48
Q

Ethical issue: Recommendations

A
  • When customers ask for a recommendation it may be unethical to promote a dish simply because there is an oversupply of a certain food product.
  • If the concierge recommends their brother’s restaurant without disclosing the family connection, this is also unethical.
  • Commercial arrangements such as those between a pub and a local taxi service (the hotel may get a commission or percentage of every fare they book) should be declared to a customer when offering to book a patron a taxi.
49
Q

Ethical issue: Tipping

A
  • The increasing use of payWave technology means customers are only charged the amount of the bill, with no opportunity to add a tip.
  • It is unethical of a business to add a tip to the total without the consent of the customer.
  • Different establishments have varying procedures for distributing tips to their workers. If the practice is to ‘pool’ tips and distribute them equally, it is unethical not to do so, either as an employee (keeping any tips you are given personally in cash) or a business owner (not distributing tips to workers).
50
Q

Ethical issue: Cash in hand payments and Hiring illegal immigrants

A
  • Establishments that pay workers cash in hand are gaining a benefit because they are not declaring these workers for tax purposes,
  • If these workers are not from an English-speaking background and are not familiar with Australia’s industrial laws, or if they are working illegally, the employer may take advantage of this fact by paying them less than the minimum hourly rate they may be entitled to, knowing there will be no repercussions.
51
Q

Food Act 2003 NSW

A

Sector it impacts: Food manufacture/production, Restaurants, café, catering
Department: Food production/kitchen, Food and beverage

Food Act ensures that food for sale is safe and suitable for human consumption.

52
Q

Food Regulation 2015

A

Sector it impacts: Food manufacture/production, Restaurants, café, catering

Department: Food production/kitchen, Food and beverage

They have the power to inspect food premises to ensure they are complying with food act 2003. This regulation aims to reduce the incidence of food-Bourne illness linked to certain food sectors in NSW. It sets minimum food safety requirements for food industry sectors that have been identified as higher risk, e.g. meat, dairy, seafood.

53
Q

Australia and New Zealand Food Standards code + Food Safety standards

A

Sector it impacts: Food manufacture/production, Restaurants, café, catering

Department: Food production/kitchen, Food and beverage

Food safety standards require businesses to comply with local legislation to produce safe and suitable food for consumption. The standards include requirements for health and hygiene, aiming to reduce the occurrence of food-Bourne illness.

The Australia and New Zealand Food standards code contains definitions and minimum standards related to labelling and additives in manufactured foods; definitive descriptions of food for accurate labelling and marketing: and standards for food safety and primary production.

54
Q

Australian Consumer Law

A

Sector it impacts: All sectors

Department: Sales and marketing

  • A commonwealth law that replaces all individual state laws.
  • The law is concerned with the way an establishment conducts their business, and in particular, that the products or services it is selling are accurately represented. It outlaws price fixing, fraud and unsafe products, and regulates the terms and conditions of warranties and contracts of sale.
  • Ensures all promotions and advertising for the establishment are accurate and not misleading.
  • IT IS THE NATIONAL MEASUREMENT ACT –> which stipulates that any equipment that measures in standard units (e.g. 30 mL for an alcoholic spirit) must do so accurately.
55
Q

Responsible service of alcohol

A

Sector it impacts: Clubs, hotels, restaurants, cafes, catering, holiday parks and resorts

Department: Food and beverage

  • Under the liquor act 2007 (NSW) all workers in premises that are licensed to serve and/or sell alcohol are required to have completed responsible service of Alcohol (RSA) training.
  • The purpose of this certification is harm minimisation (minimising the harm alcohol causes to vulnerable groups in society, including minors)
  • RSA is based on the concept of duty of care, requiring staff to take measures to prevent patrons from intoxication and becoming disorderly, thus creating a safe environment. Training includes info such as what a standard drink is, how to identify signs of intoxication and how to refuse service to a customer.
56
Q

Responsible conduct of gaming/ gambling

A

Sector it impacts: Clubs, hotels

Department: Gaming

  • Under the Gambling Machines act 2001 (NSW), staff who work in the gaming are of a venue are required to have completed training in Responsible conduct of Gambling (RCG).
  • It helps to ensure compliance with the law, reduce gambling related issues and to promote safety (harm minimisation) in venues where there are gaming machines.
57
Q

What does training in Responsible conduct of gambling cover?

A
  • Training in RCG covers recognising the signs of problem gambling, issues of self-exclusion, legislative requirements for signage and other strategies to conduct gaming responsibly.
58
Q

Local council regulations

A

Sector it impacts: All sectors

Department: Food production/ kitchen, security

  • Local council must be consulted and approval sought for such issues as business signage requirements, garbage disposal, building permits and approvals and food safety auditors (EHOs).
  • Building codes will have standards concerning fire safety, size, ventilation, lighting, provision for off-street parking, noise and licensing.
  • Councils must give approval before a business can commence trading. Councils also regulate outdoor seating on footpaths and charge a fee according to the number of ‘covers’ (seats) placed on the footpath.
59
Q

Privacy Act 1988

A

Sector it impacts: All sectors

Department: Front office

  • This legislation protects an individual’s privacy in relation to personal information that may be collected and stored.
  • Generally, a person’s information cannot be passed on to a third party without the customer’s consent.
  • The Privacy Act 1988 also contains rules regarding the type of information that can be collected by certain agencies, such as personal information, financial information and medical records.
60
Q

Anti Discrimination Act NSW

equal employment opportunity

A

Sector it impacts: All sectors

The Anti-Discrimination Act 1977 (NSW) makes it unlawful to discriminate on the grounds of sex, race, age, disability, homosexuality, marital or domestic status, transgender status and carer’s responsibilities.

61
Q

Fair Work Act 2009

A

Sector it impacts: All sectors

Department: Human resources, Accounts and finance

The Fair Work Act 2009 is concerned with the relationship between employers and workers, and provides for minimum entitlements such as pay rates and leave, flexible work arrangements, fairness at work and prevention of discrimination.

hosp hsc (3 decks)

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