Develop and Update Hospitality Industry Knowledge

1. Develop and Update Hospitality Industry Knowledge

2. Commercial Establishments Defined as PROFIT SEEKING establishments. They charge customers for the services and/or facilities they provide. Examples: Non-Commercial Establishments Do not seek to make a profit. They operate to support communities or fulfill a community need. Often government funded. Examples: The Hospitality Sector:

3. Key Operational Differences: • Income:How is operational funding received? Commercial establishments are funded through sales and revenue. Non-commercial establishments can receive government funding, business and public donations. • Expenditure:What is money spent on to successfully operate the establishment? Staffing, equipment, materials? It differs for commercial and non-commercial establishments. • Clientele:Who are the target groups using the facilities? Guests, patients, members, detainees, employees, students, the general public? • Service and Facilities:What services and facilities are supplied to the target group? Is it food, beverages, accommodation, entertainment? There is a difference between comfort items and essential items for commercial and non-commercial establishments.

4. Key Departments in A Hospitality Enterprise • Rooms Division(Front Office • & Housekeeping) • Food and Beverage • Food production/ Kitchen • Banqueting • Clubs • Gaming • Sales and marketing • Human resources • Financial control/ accounts • Security • Maintenance

5. The role of each Department

6. Front office Housekeeping Food and Beverage Finance / Accounts Human Resources Kitchen/ Food Production Gaming Security Maintenance Waiter / Waitress Accounts Receivable Clerk Maintenance Officer Customer Liaison Officer Receptionist TAB Attendant Turndown Attendant Apprentice Chef Personnel Officer Can you match the right jobs with the right department?

7. What Department do I work in? • I provide Counseling for staff. • I participate in domestic and International Trade Shows • I keep all staff Records • I receive guests correspondence • I maintain public areas e.g the lobby

8. What Department do I work in? • I keep all staff Records • I organize TAB Services • I paint the building • I handle troublesome guests or intruders • I am familiar with the various employment laws

9. What Department do I work in? • I administer First Aid • I provide Health and Beauty therapy to guests • I organize Cultural Functions • I supervise the Staff Canteen • I arrange Dry Cleaning • I monitor outgoing expenditure

10. Department Interrelationships: • High standards of service and consistency of customer service depend on positive departmental interrelationships. • Through these relationships, consistency of service can be maintained.

11. Department Interrelationships: No department operates in isolation! Food & Beverage Maintenance FRONT OFFICE Housekeeping Security

12. Interrelationship between Departments Examples • Front office contacts Housekeepingto put a cot in the room orFood and Beverage to put a highchair in the Restaurant. • Sales &Marketing contact Food and Beverage to introduce a sales promotion offering a free bottle of wine to every table of 4. • Housekeeping contact Maintenance to repair a leaking tap in a guest’s bedroom.

13. Quality Assurance • When we are paying someone else for the provision of a good or service we expect and should receive the same standard on each occasion. • Quality Assurance is the consistent provision of a product or service to a high level. To enable this to happen an establishment has to have a commitment to the quality process.

14. Quality Assurance • Although standards may vary from establishment to establishment setting a standard for each establishment is a means of ensuring a certain standard is consistently available. Fast food chains use quality assurance to ensure that across the country or even the world customers can expect the same product which has been prepared and served in a certain way to a consistent standard.

15. Career Paths in the Hospitality Industry: • There is an extremely wide range of career options available within the hospitality industry. • Hospitality / tourism is a growth industry and there are diverse opportunities for people who are prepared to work hard. • Traditionally it has been an industry where you can start in a front line position, and if you have what it takes, work your way up into management positions. • As the industry is becoming increasingly professional, training and qualifications are becoming essential to obtain fast career progression.

16. Mapping Career Paths: • Choose one of the following areas, and from your knowledge of these departments, see if you can map a typical career path that may occur within that department: • Front Office • Sales and Marketing • Housekeeping • Human Resources • Food and Beverage • Food Production/Kitchen • Gaming • Security • Finance • Maintenance

17. Mapping Career Paths: HOTEL INTERCONTINENTAL SYDNEY Sydney’s Award winning 5 star Hotel situated close to Circular Quay require the services of a suitably experienced person for the position of Accounts Receivable Clerk. We are seeking an enthusiastic person to join our Accounting Team. Duties involve collecting of monies involving Credit Cards and Invoicing along with associated clerical duties. Hotel experience in Accounts Receivable would be an advantage. Here’s an example for the Finance Department:

18. Mapping Career Paths: Beverage

19. Mapping Career Paths: Food & Beverage

20. Mapping Career Paths: Kitchen

21. CareerPathway

22. Range of Different sectors in the Industry • Accommodation • including hotels , motels, bed and Breakfast, hostels, backpackers caravan parks • Food and Beverage • including restaurants, cafes, fast food outlets, bars and outside caterers • Meetings and Events • (Meetings incentives conferences and Exhibitions)

23. Range of Different sectors in the Industry • Gaming • Entertainment and Recreation ·Travel and tours/tourism services, including transport and travel agents ·Visitor information services, including attractions, retail outlets and Tourism Commissions •  Can you think of some?

24. End of Session 1 Break 15 minutes

25. Personal Attributes and Work Ethics of Hospitality Staff • Punctuality • Honesty • Attention to Detail • Personal Presentation and Grooming • Attitude • Confidentiality • Consistency of service

26. Ethical Issues impacting on the industry include; • Confidentiality • Commission procedures • Pricing • Gifts and services free of charge • Tipping • Overbooking • Product Recommendations

27. Legal Issues impacting on the industry include; • Consumer protection • Duty of Care • Equal Employment Opportunity • Anti- Discrimination • Workplace relations • Child sex tourism

28. Keeping up to Date • The hospitality industry is an ever-changing industry. Keeping in touch is vital. • How? • Product Data Bases • Media • Industry Associations • Industry Journals • Web sites • Publications • Seminars • Training Courses

29. Industrial working conditions

30. Industrial Relations

31. An Award • An award is a document that legally binds employers to provide certain minimum conditions for their employees. These conditions cover: • Classification of employees • Ordinary time hours of work, rest periods, notice periods and variations to working hours; • Rates of pay

32. An Award • Annual leave and leave loading; • Long service leave; • Sick leave and other forms of leave; • Public Holidays • Penalty rates; • Notice of termination • Superannuation

33. An Enterprise agreement • These are contracts between the employer and all his employees which negotiates different conditions from those set out in the award • An enterprise agreement usually relates to a specific business and is designed to meet the operations needs. • It must ensure that the Employees are not disadvantaged by not being under the award

34. Workplace Agreement • An individual agreement between an employee and his/her employer. • Each employee within an enterprise may negotiate different conditions.

35. Award Pros and Cons

36. Enterprise AgreementPros and Cons

37. Workchoices ( AWA)Pros and Cons

38. What are Trade Unions?: • An organization of employees for mutual aid and protection, and for dealing collectively with employers. • Trade unions came into being to protect and better wages, hours of work, and conditions of employment for its members. As far back as the 1880’s, workers in Australia were combining into unions to provide mutual aid in cases of injury sickness or death and to seek better wages from employers. • Liquor, Hospitality and Miscellaneous Workers Union

39. What are the benefits of joining a trade union? • Assistance and advice on unfair dismissal claims; • Legal advice relating to working conditions and non-work-related issues; • Legal representation in the event of a work-related dispute; • Discounts on a range of services, such as dental care, holidays, tax return preparation, retail outlets, financial planning, insurance (check your individual state union for specific details); • Assistance with workers compensation claims.

40. What are Employer Organisations? • Associations representing the rights and interests of employers within a particular industry. • The role of employer organisations is to represent their members in matters that relate to industrial relations. • For example: the Business Council of Australia forwarding recommendations on behalf of their members during the most recent national wage case.

41. What are Employer Organisations? • Examples of employer organisations within the hospitality industry include: • Australian Hotels Association (AHA); • Clubs NSW • Hotel, Motel and Accommodation Association (HMAA); • Restaurant and Caterers Industry Association of NSW

42. Sources of Information on the Hospitality Industry • Media • Reference Books • Libraries • Unions • Industry associations • Industry Journals • Internet • Information Services • Personal observation and Experience • Colleagues, supervisors and Managers • Industry contacts, mentors and advisers

43. Factors influencing Hospitality Operations • These factors are classified as Internal and External • Internal are those that are within the control of the organization • Can you think of some ? • For example: pricing, staffing, marketing and choice of menu

44. Influences on the Hospitality Industry • What are some of the more important external factors that impact on a Hospitality operation?

46. End of Session 2 Break 45 minutes

47. Industry Regulations • Legislative requirements such as licenses to serve alcohol and gaming have a big impact on hospitality enterprises. • The requirements of the Food Act and OH&S Act all have an impact on the way an establishment can operate. • Smoking and Gaming legislation also impact on the industry • The main legislation affecting the industry is;

48. Legislation • Hygiene • The Food Act 2003 ( NSW) • Covers all aspects of hygiene and food handling, also the role of the health inspector • Environment • Smoke Free Environment Act 2000 • Illegal to smoke in many public areas including restaurants • Only allowed to smoke in assigned areas in bars and clubs

49. Legislation • Health and Safety • OH&S Act 2000 (NSW) • OH&S Regulations 2001 (NSW) • Ensures all places of work are safe and healthy

50. Legislation • Consumer Protection • Explain the two acts covering this area? • Fair Trading Act 1987 (NSW) • Trade Practices Act 1974 ( Cth) • Equal Employment Opportunity • Explain the two acts covering this area? • EEO Act 1987 ( Cth) • Equal opportunity for Women in the workplace Act 1999