SITHIND004 Work Effectively in Hospitality Service Assignment

SITHIND004 – WORK EFFECTIVELY IN HOSPITALITY SERVICE

Assessment 1: Short answer questions

Question 1

You work in a medium-sized restaurant in the center 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 organizational information would be relevant, would help them plan and organize 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 identify—product identify, hire identify, equipment, venue costings etc

current promotions, events and entertainment

details of expected business, customer requirements and scheduling

event or function running sheets, employee identify/ rosters and time frames for functions and events

job role, tasks to be performed and expected performance standards local area attractions/ special community events

organizational 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 organization’s expectations with regard to their food safety plan (eg HACCP)

the organization’s expectations with regard to professional and ethical behavior and the standard of work expected from all team members

lines of authority and reporting requirements

Question 2

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 organization’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 organizations 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, i.e, gymnasium, lost and found services wine and cocktail identify 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

Question 3

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

Question 4

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 sanitize 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.

This:

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

Question 5

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 organizational 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.

Question 6

Identify five tasks that might be covered by organizational 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 organizational 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 organizational requirements.

Providing customer service according to the work standards and quality requirements of the organization

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 well-being social acceptance.

Prevention of spread of illness to others.

Maintenance of organizational image and service standards

2. Identify five good personal hygiene practices that can support personal health and well-being 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 sanitizer 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 traveling 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

coughing drinking

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

spitting

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 organizational 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)

– Lawyers

– Networking

– 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 organization standards and codes, principles of good governance and accepted community and ethical standards.

Each organization is distinctive in its operations, size, complexity and structure. In order to develop a sound understanding of an organizations compliance obligations, the organization 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 organization and externally.

Sources of legal information include, but are not limited to: Reference books

Media

Industry and/ or employer associations Industry journals

Internet

Networking with colleagues and suppliers Legal experts

Discussions with experienced industry personnel Industry accreditation operations

State/ territory based regulatory authorities