SITHIND004 WORK EFFECTIVELY IN HOSPITALITY SERVICE

Get SITHIND004 WORK EFFECTIVELY IN HOSPITALITY SERVICE Help

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

the organizations 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 organizations 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, i.e 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