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SITHIND002 Source and use information on hospitality Industry

Certificate IV Commercial Cookery

Assessment Task 1: Written questions

Question 1

Question

 ANSWER

a) Describe two new products that are available to consumers of hospitality products.

 

b) Describe two new techniques that are available in the hospitality industry.

 

c) Describe two new technologies that are available in the hospitality industry.

 

d) Describe two new services that are available in the hospitality industry.

 

Question 2

  • What are ten important work attributes and ethics that a worker needs in the hospitality industry?
  • ANS:

Attributes

Ethics

1:

1:

2:

2:

3:

3:

4:

4:

5:

5:

6:

6:

7:

7:

8:

8:

9:

9:

10:

10:

Question 3

  1. Where would you go to find out information about the following:

Question

Answer

Code of practice for manual handling

 

Australian Tourist Accreditation Program

 

Information about the hotel industry in Australia

 

Information about how to deal with a tricky issue that has come up in your workplace.

 

Plain English explanation of the requirements of legislation relevant to the hospitality industry.

 

Requirements for training in food handling

 

Union membership for hospitality workers:

 

b) Provide an example of a hospitality industry journal.

 

c) Provide an example of a media article that provides information about trends in hospitality.

 

d) Provide two opportunities that hospitality workers have to network within their industry.

 

e) Provide an example of a time where you have had a personal experience that has influenced how you would like to conduct your own practice as a hospitality manager.

 

Question 4

  • How does the hospitality industry contribute to the Australian economy? Make sure you cite the source of your information.
  • ANS:

Question 5

  • As a hospitality manager you will need to frequently work with people from other industry groups. Explain four important characteristics that will lead to effective relationships with the following people:

Supplier of a product

 

A person from the liquor licencing authority who provides information on how to comply with requirements.

 

A public health inspector who has come to audit your kitchen.

 

Sales person who has come in unannounced.

 

Question 6

You are working in a restaurant where food and alcohol is served. A supplier has made a delivery but also asks you to give your supervisor a bag full of chocolates that are to be given out to customers as part of a promotion within the restaurant. A co-worker has seen the bag of chocolates and decides to take some for herself as they are her favourite brand. What should you do and why?

ANS:

Question 7

You are working in a hotel which contains a gaming room. Two men approach you at the bar and while you are serving them, they ask you a number of questions. These questions were general at first but then they became more specific. They asked you the following questions:

Has this hotel got a gaming venue?

ANS:

§ Where is it?

ANS:

§ What time does it close?

ANS:

§ Does it have a back door?

ANS:

§ Does it have security?

ANS:

§ How much money do people gamble every day?

ANS:

§ When the machines are emptied, how is the money handled?

ANS:

§ What should you do and why?

ANS:

Question 8

You are working at a bar and a group of your old school friends come up to the bar. You haven’t seen them in a very long time and are pleased to see them. One of the group asks you for a free drink as ‘you owe him one’ because he helped you once when your car had broken down.

What should you do and why?

ANS:

Question 9

You are working in a hospitality service and an opportunity arises for promotion. The position has been advertised externally on the internet. You have been working hard and all of your supervisors have advised you to apply for the position as you display all of the qualities, skills and knowledge that are required. You have spent time on your resume and your application and you are aware that two other staff members are interested in the position. You all know each other well and are supportive of each other.

You arrive at work on the day of your interview. You are told that no interviews will be going ahead as the manager has decided to give the job to an acquaintance of his. It appears that he does not have relevant experience in the job.

Is the manager acting legally? Why/why not?

ANS:

What options do applicants for the job have to get a fair deal?

ANS:

Assessment Task 2: Research project

Task summary

  • For this task you will research information about the hospitality industry and write a report on your findings.

Instructions

  • There are three parts to the research you will do.
  • Part A – Structure and operation of the hospitality industry
  • Part B – Employment opportunities
  • Part C – Current issues and trends
  • Part D – Quality assurance.
  • You must complete your report using a word processing software program (eg Microsoft Word). You may present the report in any way that you prefer and you may use graphs and pictures if you wish. Your report must be easy to follow and must reference the part and question numbers as noted through the assessment.
  • Your assessor will provide you with information about the simulated hospitality business that you will be working in throughout your course (Marino Enterprises). This assessment relates to the hospitality industry generally so you will need to do research outside the area of Marino Enterprises in some cases. Where indicated however, your answers should relate to Marino Enterprises directly.
  • Use a wide variety of sources for your research, including your text book and the internet. Make sure you cite the sources of your information using the Harvard style.

Part A – Structure and operation of the hospitality industry

  • Research information on the structure and operation of the hospitality industry as follows:
    1. Research the four main sectors within the hospitality industry:
  • Accommodation
  • Food services
  • Beverage services

Use the following table to document each sector’s main functions, key characteristics (e.g. types of customers, hours of operation, types of employment and employment patterns, customer expectations) and the types of products or services provided.

Hospitality sector:

Accommodation

Functions:

 

Key characteristics:

 

Products and services:

 

Hospitality sector:

Food services

Functions:

 

Key characteristics:

 

Products and services:

 

Hospitality sector:

Beverage services

Functions:

 

Key characteristics:

 

Products and services:

 

Hospitality sector:

Casinos

Functions:

 

Key characteristics:

 

Products and services:

 

Cite your sources here:

  1. For each of the sectors in Question 1 above, nominate one example of a business that is in that sector. Describe the characteristics of that business and the products and/or services that it provides.

Hospitality sector:

Accommodation

Example of business:

 

Key characteristics:

 

Products and services:

 

Hospitality sector:

Food service

Example of business:

 

Key characteristics:

 

Products and services:

 

Hospitality sector:

Beverage service

Example of business:

 

Key characteristics:

 

Products and services:

 

Hospitality sector:

Casino

Example of business:

 

Key characteristics:

 

Products and services:

 

Cite your sources here:

  1. The hospitality industry does not operate in isolation. There are many other industries that support or relate to the hospitality industry. Consider each of the businesses you named in question A2 above and list at least five other industry groups that they would need to rely on for their operations.

Business (from A2)

Five related industry areas

   
   
   
   
  1. You are a manager at Marino Enterprises. You are keen to make sure that you are making good use of resources available to you and your staff from various professional organisations.

Research the professional organisations available that support businesses such as Marino Enterprises and answer the following questions.

What are two unions that are relevant to this business? Provide a brief description for each union.

 

Research how an employee can join each of the two unions you have identified. Take a screen dump of the instructions, or print out the information and attach to this assessment.

 

Research a peak body that represents a number of industries, including the hospitality industry and provide a brief description.

 

Research a professional association that is related to a specific sector of the hospitality industry that is of direct interest to Marino Enterprises. Explain how the association could be of assistance to Marino Enterprises’ operations.

 
  1. There are a number of pieces of legislation that contribute to the regulation of hospitality businesses. It is important that everyone who is employed in the industry understands their obligations in accordance with the legislation. 
  1. Conduct research to identify six pieces of legislation relevant to the hospitality industry and provide a brief explanation of its general purpose including some of the general provisions of the legislation.

The legislation that you identify may be National legislation or the State legislation of the State or Territory in which you are studying.

Area of law

Liquor control

Legislation title

 

General purpose of the legislation and its provisions

 

Area of law

Gambling regulation

Legislation title

 

General purpose of the legislation and its provisions

 

Area of law

Food hygiene

Legislation title

 

General purpose of the legislation and its provisions

 

Area of law

Fair work

Legislation title

 

General purpose of the legislation and its provisions

 

Area of law

Workplace health and safety

Legislation title

 

General purpose of the legislation and its provisions

 

Area of law

Anti-discrimination

Legislation title

 

General purpose of the legislation and its provisions

 
  1. As a worker in the hospitality industry, what are two legal responsibilities that you will have? Provide a short explanation of each.

ANS:

1:

2:

  1. As a business, what are two legal responsibilities that Marino Enterprises has? Provide a short explanation of each.

ANS:

1:

2:

  1. Businesses in the hospitality industry are often situated within the community where people live and as such they are required to make sure that the community is protected from problems that may be associated with hospitality services.
  1. List four complaints that a local resident might make to the owner of a hospitability service, to the local council or to the police. Outline why the local resident may make the complaint.

ANS:

1:

2:

3:

4:

  1. List two pieces of legislation that stipulate requirements for hospitality services to protect the local amenity of the area.

ANS:

1:

2:

Part B – Employment opportunities

  1. For this task you must research a wide range of employment opportunities in several sectors and job roles.

Choose five job roles from each of the four industry sectors. Write a short report for each job that you could give to a person who is interest in employment in the hospitality industry. Each report must include:

  • Job role
  • Typical duties performed in this job role
  • Workplace award
  • Training required
  • Desired characteristics for a person in this role
  • Future career pathways leading on from each position.

Use a wide variety of sources for your research, including your text book and the internet. Make sure you cite the sources of your information using the Harvard style.

Accommodation sector – job role

What is the job role?

 

Typical duties of this role

 

Workplace award

 

Training required

 

Desired characteristics

 

Future career pathways

 

Food sector – job role

What is the job role?

 

Typical duties of this role

 

Workplace award

 

Training required

 

Desired characteristics

 

Future career pathways

 

Beverage services sector – job role

What is the job role?

 

Typical duties of this role

 

Workplace award

 

Training required

 

Desired characteristics

 

Future career pathways

 

Casino sector – job role

What is the job role?

 

Typical duties of this role

 

Workplace award

 

Training required

 

Desired characteristics

 

Future career pathways

 

Cite your sources here:

  1. You have just landed your dream job as the Food and Beverage Manager in Marino Enterprises. You know that your success in the job will rely on your keeping on top of legislative requirements, changes to compliance requirements and consumer trends in food items on offer. What are six things you will do to make sure you are keeping abreast of changes?
  • ANS:
  • 1:
  • 2:
  • 3:
  • 4:
  • 5:
  • 6:
    1. A member of your team has come to ask you about her minimum pay rate under the Hospitality Industry General Award. The team member, Gloria, is 17 years old and is employed as a Level 1 Guest Service Grade 1. She wants to know the following:

Her hourly pay

 

Hourly pay rate when working Monday to Friday between 7pm to midnight

 

Hourly pay rate when working Monday to Friday between midnight and 7am

 

Hourly pay rate when working on a Saturday

 

Hourly pay rate when working on a Sunday

 

Hourly pay rate when working on a Public Holiday

 

Part C – Current issues and trends

  • For this part of the task you must consider current issues and trends in the hospitality market and the effects that these may have on a business such as Marino Enterprises.
  • You must use at least three of the following information sources:
  • Discussion with experienced industry personnel
  • Industry accreditation operators
  • Industry associations and organisations
  • Industry journals, reference books and seminars
  • Libraries and media
  • Networking with colleagues and suppliers
  • Personal observation and experience
  • Plain English documents issued by government regulators that describe laws relevant to the hospitality industry
  • Training courses you have attended
  • Unions
  • Developers of codes of conduct or ethics.
    1. Complete the following template for each area listed:

Current issues and trends

Potential impact on Marino Enterprises

Social influences

Current issues

 

Trends

 

Potential impact on Marino Enterprises

 

Political influences

Current issues

 

Trends

 

Potential impact on Marino Enterprises

 

Economic influences

Current issues

 

Trends

 

Potential impact on Marino Enterprises

 

Technological influences

Current issues

 

Trends

 

Potential impact on Marino Enterprises

 

Environmental influences

Current issues

 

Trends

 

Potential impact on Marino Enterprises

 

Legal influences

Current issues

 

Trends

 

Potential impact on Marino Enterprises

 

Cite your sources here:

  1. Document how you sourced information for the previous question from at least three of the sources listed.

Discussion with experienced industry personnel

 

Industry accreditation operators

 

Industry associations and organisations

 

Industry journals, reference books and seminars

 

Libraries and media

 

Networking with colleagues and suppliers

 

Personal observation and experience

 

Plain English documents issued by government regulators that describe laws relevant to the hospitality industry

 

Training courses you have attended

 

Unions

 

Developers of codes of conduct or ethics

 
  1. Think about a hospitality venue that is similar to Marino Enterprises that you have visited in your local area, and answer the following questions:

a) Describe the venue. You do not have to name it if you prefer not to.

 

b) What products and services does this venue currently provide?

 

c) Do you consider that the products and services are ‘in trend’ or are they outdated. Explain your answer.

 

d) If you were a manager at this venue, what is one emerging trend product or service that you would like to see implemented in this venue?

 

e) Access social media reviews that have been made about this business and complete the template:

If there are no online ratings available, select another similar venue.

What is the social media site?

 

How many reviews are there for this venue on this site?

 

What are the overall ratings?

Excellent

Very Good

Average

Poor

Terrible

 

If this was your business, what information would you find useful from these reviews?

 

If this was your business, what day-to-day action would you take to manage and respond to on-line feedback?

 
  1. Research current and emerging technology that can be used in the hospitality industry. Select one item of technology and provide information as required in the template.

Type of technology

Name and brief description of technology

Advantages to using this technology in Marino Enterprises

Barriers to using technology

Reference – provide supplier’s website reference

         
         
         
         
         

Part D – Quality assurance

  • The hospitality industry has various quality assurance processes in place to assist with managing the standard of services or products of organisations involved in the provision of hospitality services. These processes may be outlined in legislation, industry accreditation schemes, policy, codes of conduct or guidelines.

Conduct research to identify an example of the following industry-based initiatives that promote quality assurance:

  • An industry-based accreditation scheme
  • A code of conduct or practice
  • One compulsory training requirement for hospitality staff.
  1. Hospitality based accreditation scheme

Name of scheme

 

Body responsible for this scheme

 

Description of the scheme

 

What benefit (if any) would this scheme have to Marino Enterprises

 
  1. Code of conduct or practice

Name of code

 

Body responsible for this code

 

Description of the code

 

What benefit (if any) would this code have to Marino Enterprises

 
  1. Compulsory training program

Name of training program

 

Training organisation that offers this training

 

Description of the training

 

What benefit (if any) would this training be to Marino Enterprises

 

Assessment Task 3: Share information with colleagues

Assessment Task 3: Share information with colleagues

Task summary

  • There are two parts to this assessment:
  • Part A: Students are to share and discuss information that they have obtained with a colleague.
  • Part B: Students are to ask questions and discuss issues about their colleague’s presentation.

Part A – Present and discuss information with a colleague

Instructions:

  • For this task you will be paired up with a colleague. You will discuss with your assessor a suitable subject for an emerging service or product on which you must conduct research prior to your presentation to your colleague. Your task is to present this information with a view to introducing the product or service into Marino Enterprises.
  • During the presentation you must:
  • Explain the product or service – you should do this verbally however you may use the internet, handouts or other resources to support your presentation.
  • Explain why Marino Enterprises should introduce this service or product to enhance work performance or service quality.
  • Explain any need for partnerships and relationships with other industries or businesses.
  • Explain any compliance and quality requirements that are relevant to this service or product.
  • Explain any ethical issues involved.
  • Explain any employment issues involved.
  • Following the presentation your colleague will ask you questions about your presentation. You must answer these questions in the best way that you can so that information is accurate.
  • You should engage in discussion about the merits or otherwise of implementing the trend in Marino Enterprises.
  • Your assessor will observe you during this part of the assessment.
  • You will be assessed in both roles (ie as the presenter and as the receiver of information) using different topics in each case.

Part B – Discuss information that has been presented

  • For this part of the task you will listen to your colleague’s presentation on their emerging trend.
  • Take notes while they are presenting the information to you – you will need to hand these in to your assessor. Your notes should contain the main points of the presentation and a note of any questions you wish to ask.
  • Following the presentation, consider the information that they have given you and use your communication skills to:
  • Clarify the information provided.
  • Find out extra information if required.
  • Make sure you understand all the information that has been presented.
  • Discuss the pros and cons of implementing the trend in Marino Enterprises.
  • You must make sure that you use both open and closed probing questions to obtain the information that you need.

Your assessor will observe you during this part of the assessment.

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