SITHIND004 Work Effectively in Hospitality Service
- September 4, 2021
- Posted by: admin
- Category: Certificate III in Hospitality
Assessment 1: Short answer questions
You work in a medium-sized restaurant in the centre of the city. The restaurant is relatively new but business has been increasing rapidly so management have decided to recruit a number of new staff members.
As part of the induction program for a group of new food and beverage employees you have been asked to create a presentation to share with them as part of their induction.
What basic organisational information would be relevant, would help them plan and organise day-to-day tasks and would help them work effectively in hospitality service? Provide at least 12 examples.
Hospitality workers need to know about:
availability and characteristics of products, services and specials—product knowledge
menus and beverage identifys—product identifys, hire identifys, equipment, venue costings etc
current promotions, events and entertainment
details of expected business, customer requirements and scheduling
event or function running sheets, employee identifys/ rosters and time frames for functions and events
job role, tasks to be performed and expected performance standards local area attractions/ special community events
organisational policies and procedures
verbal or written advice affecting job performance and service requirements legislation—including health and safety, privacy, anti-discrimination, responsible service of alcohol, gaming and food hygiene
cleaning and sanitation schedules
expected customer bookings—how to take, record and manage bookings how to use equipment and what it should be used for
the organisation’s expectations with regard to their food safety plan (eg HACCP)
the organisation’s expectations with regard to professional and ethical behaviour and the standard of work expected from all team members
lines of authority and reporting requirements
A large group of overseas guests has arrived at the hotel where they will lodge for two weeks. Describe the different types of information that should
be provided to them on arrival, to ensure they experience an enjoyable stay and one they will share with others.
Staff might be required to provide general information about the enterprise— the facilities, number of staff and the types of service they can offer. They might also have to provide information about the organisation’s policies and procedures.
They could be required to provide information about the local area, traffic and transport, access to airports; information about local attractions, other organisations or procedures for booking into similar facilities in different cities or even different countries.
They might be asked to provide more specific information about: food and beverage costs
Venue hire costs
Costs associated with special functions or events
Current promotions, events and entertainment/ prize nights, raffles etc menu options and specials—dining facilities within a hotel
Hotel facilities, ie in-room, laundry and room service venue facilities, ie gymnasium, lost and found services wine and cocktail identifys at the bar
Customer loyalty programs/ membership benefits
Gaming facilities—gaming room dress code and eligibility criteria
How room service and other in-house services such as laundry, lost and found etc can be accessed
Pool, gym, spa and health facilities
Identify at least six examples of common operational tasks that hospitality workers might undertake.
Answer could include: communicating orders to the kitchen ordering stock
preparing rooms for guests processing financial transactions providing porter services preparing and selling drinks taking meal/ drink orders
serving food and beverages setting up the functions setting up the restaurant
cleaning restaurant, food service, food preparation and cookery areas
Identify six things that might be done at the end of a shift, and explain why it is a good idea to do these things at the end of each shift.
At the end of a shift it might be necessary to:
clean and sanitise work areas and equipment, including floors, benches and tables
conduct or participate in a debriefing session conduct or participate in quality service reviews prepare for the next service period by setting up restock
update orders or submit orders for product replacement
safely store products, equipment and materials in their assigned places remove rubbish and take it out to the external bins
It is particularly important to follow end of shift procedures if it is the last shift of the day because it leaves the venue ready for the cleaning staff.
If it is the end of breakfast shift or a middle of the day shift, then following appropriate end of shift procedures makes it easier for people starting the next shift.
helps keep the venue clean and tidy—well presented for customers—and easier for staff to ensure that appropriate hygiene procedures are being followed
makes sure that equipment is clean and operational ready for the next shift helps maintain sales because fridges etc are restocked
enables cash from the shift to be counted and secured
let people discuss the shift and what went well and what needs to improve allows required administration and reporting requirements to be completed
Staff need to understand their own roles and responsibilities and the roles and responsibilities of other team members. Where will this information come from?
Staff will find out about their own roles and responsibilities at induction, when being trained for the role, from the job specification and from organisational policies and procedures.
They can ask managers and supervisors about their own role and about the roles and responsibilities of the people with whom they work.
At team meetings they will get to know the other members of the team and find out what they do and what they are responsible for.
Identify five tasks that might be covered by organisational policies and procedures. Do not repeat tasks that you have already identified when answering previous assessment questions.
Tasks might include:
Completing financial management/ transaction procedures.
Developing and following work plans and schedules
Following organisational handover procedures—completing handover documents and participating in handover meetings
Complying with health and safety requirements and completing and processing incident and accident reports.
Complying with food safety regulations—participating in the development or updating of food safety plans, ensuring that other staff are advised of changes to food safety legislation.
Following security procedures—managing money/ floats, locking up, securing guests’ belongings, opening up etc.
Handling and resolving customer complaints within organisational requirements.
Providing customer service according to the work standards and quality requirements of the organisation
SITHIND001 – USE HYGIENIC PRACTICES FOR HOSPITALITY SERVICE
Assessment 1: Short Answer Questions
1. Identify four personal and professional reasons for maintaining personal hygiene in hospitality service environments.
Reduction of personal illness.
Improved healing from personal illness optimal health and sense of wellbeing social acceptance.
Prevention of spread of illness to others.
Maintenance of organisational image and service standards
2. Identify five good personal hygiene practices that can support personal health and wellbeing of staff prior to and during service periods. Provide a brief explanation of why workers in the hospitality industry should include these practices in their routine.
Bathing or showering at least daily
Brushing and flossing teeth; using mouthwash cutting, cleaning and manicuring fingernails treating skin allergies, conditions or wounds using deodorant
Using hand sanitiser washing clothes washing hands washing scalp and hair
Wearing clean clothing and personal protective equipment Wearing clean shoes
Tying hair back
All of these help present an image that makes customers feel comfortable with the service they receive and gives them an expectation that the enterprise cares about its image and hygiene standards.
3. Explain the meaning of these two terms:airborne disease and infectious disease.
An airborne disease is caused by microorganisms travelling from one person to another on respiratory droplets (released during sneezing, coughing, laughing or exhaling) or dust.
In the case of airborne diseases, it is not necessary to come into direct contact with someone who is infected to become ill.
Infectious disease is caused by microorganisms or viruses entering the body and growing and multiplying.
The most common way to spread infectious diseases is through direct contact such as person to person contact or animal to person contact but it can be transmitted indirectly.
4. In what ways can infectious microorganisms/ pathogens (airborne and infectious diseases and illness) be transferred to others?
Illness spreads through the transfer of microorganisms from an infected person or animal to another person.
Airborne and infectious diseases and illness can be spread when: blowing your nose and handling tissues that were used
scratching your skin or hair then touching food or food receptacles touching:
your hair and not washing hands afterwards, or allowing hair to drop into foods or beverages
your lips or mouth and not washing hands afterwards sneezing
touching wounds, then handling food or beverages carrying infectious disease and:
handling foods, taps, doorknobs etc
touching other people—personal contact, including kissing and hugging
not properly cleaning plates, cups, glasses and cutlery that you have used and that will be used by others
simply being in the same room as other people
Infectious disease can be transmitted indirectly. Bacteria can be present on things like table tops, taps, doorknobs, and computer keyboards. If a doorknob was handled by a person with the flu or a cold, bacteria might be left on the doorknob. Other people can then pick up the bacteria by touching the doorknob and then they might also become infected if they touch their eyes, mouth or nose before they wash their hands.
5. Explain how staff can follow hygienic practices and support workplace hygiene requirements.
Under food safety legislation workers are responsible for doing everything reasonably possible to protect their own health and safety and that of others in the workplace. They must follow all reasonable work instructions and procedures, and avoid unhygienic personal contact with food and food contact areas. They must be aware of and comply with legislation relating to hygiene in the workplace, participate in suitable training, and take all reasonable precautions to ensure food and beverage safety for patrons.
Examples of hygienic practices include, but are not limited to: washing hands after going to the toilet or taking breaks reporting hygiene hazards
reporting personal illness to a supervisor
not coughing, smoking, spitting or sneezing over food or other people wearing clean clothing
following organisational procedures
wearing appropriate and well-maintained PPE where relevant maintaining good personal hygiene both away and in the workplace not working if sick
SITXGLC001 – RESEARCH AND COMPLY WITH REGULATORY REQUIREMENTS
Assessment 1: Short Answer Questions
1. What are the legal responsibilities and liabilities of managers and directors (or employers) in terms of health and safety in the workplace? Provide at least five examples.
Every employer has a duty of care to each employee to ensure so far as is reasonably practicable that the employee is, while at work, safe from injury and risks to health.
Employers must, so far as is reasonably practicable:
provide and maintain a safe working environment and safe systems of work provide and maintain machinery, equipment, appliances, implements, tools and substances in a safe condition
provide adequate facilities such as toilets, meal areas and first aid services provide information, instruction, training and supervision as are necessary to ensure that each employee is safe from injury and risks to health
prepare policies that set down the arrangements for protecting the health and safety of employees while they are at work
consult employees and their representatives about health and safety issues
2. Explain how below sources of information contribute to the compliance of business operations.
– Local, state, territory or commonwealth government department or regulatory agencies
– Internet, computer data, libraries, media and reference books
– Industry connection (accreditation operators, developer of codes of conduct or ethics, journals, associations, seminars and unions)
– Training courses
Job roles require workers to have knowledge of information required for legal compliance, including where to gain accurate advice that relates to their role and type of industry. The more informed workers are on matters affecting legal compliance, the more informed and constructive any discussions and decisions will be.
Compliance means adhering to the requirements of laws, industry and organisation standards and codes, principles of good governance and accepted community and ethical standards.
Each organisation is distinctive in its operations, size, complexity and structure. In order to develop a sound understanding of an organisation’s compliance obligations, the organisation must identify the impacts of the regulatory environment on its business functions, activities, products and services.
Information required for legal compliance can come from a variety of sources bot from within the organisation and externally.
Sources of legal information include, but are not limited to: Reference books
Industry and/ or employer associations Industry journals
Networking with colleagues and suppliers Legal experts
Discussions with experienced industry personnel Industry accreditation operations
State/ territory based regulatory authorities
3. Choose a regulatory body such as the ACCC and explain its functions. For example:
The Australian Competition and Consumer Commission (ACCC) is an independent statutory authority. It was formed in 1995 to administer competition and consumer legislation and other acts.