Develop and update hospitality industry knowledge(Hospitality)

BikiCrumbs: Develop and up…ge(Hospitality)

From Biki


Developing and Updating Hospitality Industry Knowledge

Hospitality industry sectors

Industry sectors- subsections of an industry - Accommodation - Food and beverage - Meetings and events - Gaming - Entertainment and recreation - Travel and tourism - Visitor information

Accommodation sector

The accommodation sector provides people with a suitable place to stay - Hotels provide acc. and food and beverage. Larger establishments- entertainment, gaming, shopping and rec facilities. - Motels and motor inns provide accommodation and food and beverages. Larger motels- entertainment and rec facilities eg: gyms - Resorts- accommodation, food and beverages, entertainment, activities, shopping and rec facilities - B&B’s- accommodation and some food (breakfast). - Hostels- accommodation and cooking facilities - Caravan parks- accommodation space, cooking facilities - Serviced apartments- accommodation and self caring facilities

Food and Beverage sector

The role of the food and beverage sector is to provide a range of meals and beverages to customers within a hospitality establishment. - Restaurants- food, beverages and sometimes entertainment for the customers - Cafes- food and beverages - Fast food outlets- food and beverages, often have children’s playgrounds - Bars- beverages, light snacks available

Meetings and events sector

The meeting and events sector provides facilities and services for meetings, conferences, conventions and exhibitions. Venues- convention centres and hotels. Venues provide food and beverages facilities and occasionally accommodation, travel and tourist services and entertainment.

Gaming sector

This sector provides the services and facilities such as poker machines for the purpose of gaming and betting. - Casino’s – accommodation, food and beverage, entertainment, gambling and shopping - Clubs- gaming, accommodation, rec activities and food and beverages. - Many hotels offer gaming –food and beverage as well as accommodation and rec.

Entertainment and Recreation sector

Entertainment and recreational facilities and services are provided at places such as Sea World NARA resort, the Sydney Harbour Bridge walk, and the NRL and AFL venues. - Sporting venues- food and beverages and entertainment - Entertainment venues- food and beverages and entertainment.

Travel and Tourism Sector

This sector provides information services to tourists and transport to and from tourist destinations such as the Great Barrier Reef. - The transport sector – the planes, trains and buses to move tourists to their destinations - Travel agents provide destination and accommodation advice, ticketing and reservation services.

Visitor information services

-Workers in this sector provide info about local, regional and state tourist attractions -At the attractions themselves hospitality workers provide info, maps, brochures and food and beverages to tourists.

Roles and Functions in Hospitality

Departments can be either classified as back of house or front of house operations.

Food and Beverage

Food and beverage department offers food and drinks to customers. The food and beverage department is responsible for tasks including: · Preparing for service · Greeting and seating customers · Promoting food and beverage sales · Taking orders · Serving food and drinks · Collecting guest payments of accounts · Maintaining service areas.

Front office

Front office is involved in the operation of the accommodation outlet: the reservation and reception areas. Staffs in this department are involved in: · Taking and recording reservations · Providing information about the establishment to prospective clients · Allocating rooms to clients and issuing keys · Organising the moving and storing of luggage · Checking in and out procedures for guests · Taking and conveying messages and correspondence for guests · Preparing guest accounts and processing payments.

Food production

This department is responsible for the cooking and presentation of food for guests Task include: · Ordering bulk food · Cooking and presenting menu items · Budgeting · Operation of all kitchen equipment · Washing cooking utensils, cutlery and crockery · Cleaning of kitchen and equipment cleaning · Storing of stock items · Maintaining awareness of the marketplace for customer tastes and food trends


Department involved in maintaining the establishment’s standards of hygiene, comfort and cleanliness.

Some roles include:

· Cleaning and servicing of guests bathrooms and bedrooms · Maintaining the public areas, such as the foyer and public restrooms · Providing towels and toiletries for guests · Laundering for the establishment and its guests · Arranging for guest dry cleaning and shoe shining · Laundering of staff uniforms · Providing clean linen to other areas of establishment such as restaurant bars and function areas.

== Gaming ==

Provides gaming facilities to patrons. Areas of responsibility include: · Electronic games (KENO and poker machines) · Table games (blackjack) · Betting services (TAB) · Cashiering · Preventing minors from gambling · Providing courteous and honest service


Clubs offer services and facilities to members and friends who have a common interest. Their roles include: · Providing value for money services and facilities · Monitoring the rules, codes of conduct and regulations · Providing a venue for meeting people, entertainment and other activities · Electing members to a management committee · Providing a safe environment

Human resources

The human resources department is involved in attracting, keeping and training employees. Roles include: · Recruting staff · Training staff · Keeping staff records · Career planning · Rostering staff · Industrial relations management (dealing with workplace disputes) · Understanding laws and regulations and advising management and staff about their rights an responsibilities.


Involved in the maintenance of all resources required to run the establishment efficiently. Its role includes all: · Plumbing · Electrical · Painting and decorating · Carpentry · Gardening · Mechanical fitting · General handiwork


Ensures the provision of safety and security to all staff patrons of the establishment. Role includes: · Administering first aid · Securing any cash · Providing security for VIP’s and dignitaries · Handling intruders or loud guests · Securing buildings and grounds · Administering the procedures for fire, evacuation, theft, lost property and other emergencies

== Industry Working Conditions ==

Industrial awards are legal documents, which govern the working conditions of employees in the industry. · Awards- legal documents that set the minimum pay and conditions for workers on an industry or workplace basis.

Workplace Relations

The Industrial Relations Act 1988 sets up the Industrial Relations Commission. This commission handles all industrial disputes (strikes etc) and tries to negotiate a settlement between the two parties.

Restaurant and Catering NSW- Largest association covering the hospitality industry in NSW - Mission is to lead the restaurant and catering industry and help members improve their businesses.

Australian Hotels Association (AHA) - Organisation of employers registered under the Workplace Relations Act 1996. - They present key issues to government departments, provide networking opportunities for members and have a research and development policy on key issues

Hotel, Motel and Accommodation Association (HMAA)- HMAA recognised as the leading authority in the accommodation sector in Australia. - Represents establishments ranging from 5 star hotels to motor inns, motels, resorts, holiday parks, services apartments and B&B’s.

Clubs NSW- Provides members with industrial assistance, direct access to government, administrative advice and assistance, education and training.

The role of unions

- Trade unions: an organisation, which acts collectively for mutual employee protection and assistance (often concerned with wages and conditions of employment). - The main union representing employees in the hospitality industry is the Liquor, Hospitality and Miscellaneous Union. - Enterprise agreements are agreements between employers and their employees. They allow employees to negotiate for better working conditions and wages for themselves. - Workplace agreements are agreements between a group of employees and their employer at one workplace.

The hospitality professional

The following personal attributes required by all hospitality staff … · Punctuality · Honesty and loyalty · Attention to detail · Integrity · Good standards of personal presentation, hygiene and grooming · Positive attitude · Consistency of service · Willingness to work · Effective communication skills · Good at working in a team

Service ethos means having the outstanding qualities, attributes and characteristics exhibited by hospitality professionals who deliver high quality service to customers.

Environmental effects

As the number of international and domestic tourists increases, so does the impact of the tourism on the environment, both culturally and physically. - Increased tourist volume as well as poor planning can result in a negative impact on the environment. - Hospitality industries have become more aware of environmental issues such as waste minimisation and emissions, - Some organisations have adopted procedures to reduce food waste, implemented safety plans and stock rotation procedures. Recycling has also become important.

Quality Assurance

Quality assurance is the practise of managing the standard of services and products of an organisation. - Businesses need to create specifications for measuring the quality of each service and product - Procedures to regularly check that quality standards are being met. - Responsibility of employees to ensure that the goods served to customers are being met- ranging from the goods served to the customers to the service provided to them

Current Industry Information

-Semionars and training courses on current trends in workplace issues can be useful for keeping employees and employers informed

Updating hospitality knowledge

- Very important that all workers in the hospitality industry have access to the most recent info about their sector of the industry. - New technology, techniques and products will help improve the quality of service for customers and help staff effectively promote their products and services, and satisfy customer needs.

Government and Legislation

Federal Government - The federal gov makes laws concerning the country as a whole and all its citizens. - Includes laws relating to: constitution, defence, taxation, immigration, health, transport, education and employment.

State Government - All state governments pass legislation in the form of Acts, which regulate the activities of all industries in their state, such as the Smoke Free Environment Act 2000 (NSW)

Local Government' - They work to support state legislation at a local level - Responsible for health and hygiene in food outlets, setting rates, maintaining parks and public buildings, garbage collection and processing, health centres, water and sewerage, libraries and the approval of new buildings or changes to existing buildings.

Legislation Relevant to the hospitality industry


Food Act 2003 (NSW) Key points of the Act include: · Its an offence to sell contaminated or adulterated food · Food premises and handlers must conform to a minimum standard of hygiene or risk prosecution, fines or jail · The roles and responsibility of the Environmental Health Officer (EHO) include the right of entry, power to inspect, righ tto collect food and beverage samples for testing, the right to close down a restaurant, the power to give warnings with set time limits for changes to be made and the power to fine an owner for breaches of legislation.

Liquor Licensing Legislation

Liquor Act 1982( NSW) Liquor Amendment Act 2000 Key points of this act include: · The location of the site where alcohol may be served in an establishment · The opening times when alcohol may be bought and sold · The legal drinking age · Responsible service of alcohol


Smoke-Free Environment Act 2000 (NSW)


Gaming Machines Act 2001 (NSW) Gaming Machines Regulations 2002 (NSW) Gambling Legislation Amendment (Responsible Gambling) Act 1999 Key points of these Acts and regulations include: · Who can obtain a licence · Hours of operation · Lawful games and machines · Games conducted lawfully · Employee restriction (over 18) · Financial accountability · Venues of free criminal activity · Games that promote tourism, employment and economic development · Gaming harm minimisation · Fostering responsible conduct of gaming activities.

Health and Safety

Occupational Health and Safety Act 2000 (NSW) Occupational Health and Safety Regulations 2001 (NSW) Key points of this legislation and regulations include: · An employer owes an employee a duty of care, as do fellow employees · The provision of goals for improving OH&S in Australia · Workplaces are required to put in place systems to identify, assess, control and/or eliminate health or safety risks

Work Cover Authority NSW is the NSW authority responsible for ensuring employers’ meets their legislative requirements under the OH&S Act. The Authority manages work place safety, injury management and workers compensation.

Workers Compensation Act 1987 (NSW Workplace Injury Management and Workers Compensation Act 1998

Consumer protection and trade practises

Fair Trading Act 1987 (NSW) Trade practices Act 1974 (Cth) Key points of the Fair trading Act are: · Providing consumer protection for customers · Governing product safety of equipment for employees · Product information regulations- no misleading information on products or services Key activities covered by the Trade Practices Act are: · Merging of companies to form monopolies and restrict trade · Agreements on pricing and restriction of competition · False and misleading advertising · Misleading or deceptive selling

Workplace relations

Workplace Relations Act 1996 (Cth)

Equal Employment Opportunity

Equal Employment Opportunity (Commonwealth Authorities) Act 1987 Equal Opportunity for Women in the Workforce Act 1999 Key points of these Acts are: · Identification and elimination of discriminatory barriers that cause inequality in the employment of any person or group of persons · Businesses with over 100 staff are required to submit to the Federal Government a copy of their EEO plan for addressing inequities and inequalities in the workplace.

Anti Discrimination

Anti- Discrimination Act 1977 (NSW)

Discrimination means treating someone unfairly because of they happen to belong to a particular group of people.

Sex Discrimination Act 1984 Key points of this Act include: · promoting the equality of the sexes · eliminating sexual harassment · Eliminating discrimination relating to sex (e.g. marital status, pregnancy)

Racial Discrimination Act 1975 Key points of this Act include: · Equality of employment for people of different races · Elimination of discrimination against people in public

Disability Discrimination Act 1992 Key points of this Act are the elimination of unfair treatment or harassment due to: · Disability or perceived disability · Diseases such as HIV/AIDS · Other infectious diseases · Sex, race, age, marital status, sexuality, or disability of one of your relatives, friends or work colleagues.


Privacy Act 1988 Privacy Amendment Act 2000 (NSW)

Smoke Free

Smoke-Free Environment Act 2000 Smoke-Free Environment Regulation 2000 (NSW) Key points of this Act are that most enclosed public places are smoke free, including: · Restaurants, cafes, cafeterias, dining areas, take away shops and other eating areas · Community centres, halls and places of public worship · Schools, colleges and universities · Professional, trade, commercial and other business premises · Theatres, cinemas, libraries · Public transport · Common areas in hotels and motels · Fitness centres and other sporting and recreational facilities · Child care centres · Hospitals · Dining areas of pubs, clubs and night clubs Company Policies

· Code of Conduct guidelines state the standard of behaviour expected of employees while interacting with customers and colleagues in the workplace · Privacy policies outline the safeguards that the establishment will implement to protect the privacy of personal information during the course of business · Ethics policies document what the organisation considers as being right and wrong behaviour in the workplace.

--Joo,joo,jaa 12:14, 11 October 2008 (EST)