Answer the following questions. Each question must be completed.

1. List 6 sources of information which could provide you with details on the Hospitality industry and
provide one example for the type of information you could obtain from each source.

Information Sources Information you could obtain

1. The internet 1. General and specific information about the hospitality industry
through news, job websites etc.

2. Industry Journals and Reference 2. Information of Products and services offered in detail.
books

3. Ratings and reviews for products and services offered.

3. Social Media

4. Information of products and services offered in detail.

4. Trade and B2B magazines

5. Professional Industry bodies and 5. General and specific information about the hospitality industry
organizations.

6. Training and tips for improvement to provide higher level of

6. Workshops and Seminars service.

2. List the relevant sources for legislation, regulations and guidelines where you could obtain
information relating to the following areas:
 Areas of interest Act, Regulation, Guideline
Liquor (RSA) Liquor Control Reform Act, 1998

Health and Safety Health and Safety Act 2011

Food Safety The Food Act 1984

Workplace relations Fair Work Act 2009

Consumer protection, duty of care Australian Consumer Law Act

Worker’s compensation Worker’s Compensation Act 1912

Privacy Privacy and Data Protection Act 2014, The Privacy Act 1988

Equal opportunity, anti-discrimination The Equal Opportunity Act 2010

3. What is the purpose of and the basic requirements which must be met by Hospitality businesses for
the following legislation?

Legislation What is required

Responsible service of alcohol (RSA) For safe and responsible consumption of alcohol, staff must
keep a copy of RSA certificates on the premises, Names of the
responsible person and each member involved in sale and
service of liquor and the date on which each person first sold or
served liquor on the premises.

Food Safety The businesses must have sufficient lighting and ventilation;
should establish a proper disposal system and protected from
pests and other contaminants

Responsible conduct of gaming (RCG) Should hold a valid license, regulation of betting machines and
betting competitions must be done,
 Community Protection

4. Which services are typically provided by the following businesses in the Hospitality sector?

Business Services provided

Pub Serves alcohol, Music, dance floor and party.

Hotel Shelter, food, refreshment and similar goods and services.

Resort Food, Drink, Lodging, Sports and Entertainment .

Coffee shop Serves Coffee of different types, may also serve sandwiches, light snacks,
muffins and pastries.

Restaurant Meals to eat on premises that are cooked on premises.

Bed & Breakfast Provides overnight accommodation and breakfast.

Hospital Provides nursing care medical and surgical treatment to the sick and ill.

Fast food restaurant Serves fast food.

5. What are the responsibilities of the following departments in a hotel?

Department Responsibilities
Housekeeping This department is responsible for preparing and
maintaining the guest rooms and general premises

Front Office Responsible for the reservation, arrival and departure

processes, which are very important customer service
interactions.
Kitchen This is where all of the meals for the business are
prepared.

Food and Beverage Staff employed in this area form a very important customer
service group.
 Functions Large Hospitality businesses may have rooms and facilities
where events can be held

6. Choose 2 of the following departments and list 5 career possibilities which can be pursued in that area
of Hospitality:

Department Careers
Kitchen Restaurant Chef, Personal Chef, Caterer, Baking and Pastry Chef and
Restaurant Manager.

Functions/Events Creative Director, Sponsorship Director, Venue Manager, Community Event

planning and Site Manager

7. Select a Hospitality department relevant to your career or training. List 3 job roles and provide details
for the duties they typically perform:

Department selected: Kitchen

Job role Duties performed by each job role

Job role 1: He /She is responsible for ensuring hygiene level,

quality and taste of food is appropriate at all times.
Head Chef

Job role 2: Responsible for maintaining order and cleanliness as

per the standards.
Kitchen Hand

Scrape, rinse, and load and unload dishes

Job role 3: and utensils into/from dish machine, empty trash
Dishwasher containers.

8. Provide 4 suggestions for good environmental practices in the Hospitality industry:

9. List 6 attributes which are required for people who seek a career in the Hospitality industry:

I. Provides high Level of Customer Service

II. Excellent Communication Skills
III. Possess high Levels of Cultural Awareness
IV. Have the Ability to be Multitasking
V. Works Well in a Team and
VI. Flexible.

10. List 2 examples of modern technology used in the following Hospitality departments, and describe its
applications:

Department Examples for technology used

Food and Beverage Point of Sale (POS) – streamlined ordering and
cashiering process

TV screen – To display menu items and attract

customers.

Kitchen Thermomix – Mixes ingredients in required

temperatures.

Pacojet – To make purees and farces in easy and

perfect manner

Front Office Mobile communication – More efficient relationship

between receptionists, porters and other staff

Email and telephone system – To improve

communication

Housekeeping Computer-generated reports - to organise their

workload

Electrical equipment – To speed up the cleaning process

 Sales and Marketing Customer databases and email management technology
- for better customer interaction

Mobile applications and websites: To enhance company

visibility
Stock Management Advanced stock management systems It allows real-time
inventory and tracking of goods

Computer-aided despatch It allows tracking of delivery

vehicles and commodities throughout large venues.

Project Management To manage small and large scale projects such as

restaurant refits and event planning, several different
software options are available

11. Provide 3 examples of ethical conduct in the workplace:

I. Respecting and obeying workplace rules and regulations.

II. Effective communication
III. Trust and respect for the colleagues

12. Provide 2 examples of current issues of concern to the Hospitality industry and how these impact on
the industry:

Current issues Impact on the industry

1. Technological changes The industry struggles to continuously update the changing technology which
and Innovation affects its management.

2. Reputation The industry struggles to manage its reputation with customers giving
Management companies online reviews, through comments, ratings and photos.

13. Provide an example of how the following industries interrelate (are connected with each other) in the
Hospitality and Tourism industry.

Industry Relationship (how are these connected/important to each other)

1. Wineries The wineries sell wine and tourists buy them in addition to the locals.
So, it boosts the wineries sales.
 2. Tourism The hospitality industry grows more and more when tourists visit a
particular place as the tourist stays, eats and drinks from the hospitality
industry.

3. Hotels, Restaurants, The tourists stays in hotels, eats in restaurants and enjoy holidays in
Resorts resorts and hence contribute towards their growth.

14. Which information could you share with your colleagues after you have attended a major trade show
and how would this be beneficial for your customers? List 4 examples

Information to share Benefits to customers

1. Product information in detail including the latest The customers can be given better products than
products and services available that are available in the industry.

2. Activities of rivals This will ensure we know the strategy of rivals and
can plan accordingly our strategy which is beneficial
to company as well as customers.

3. Recent market trends and opportunity The recent trends can be adopted and
opportunities utilized to offer better products and
services to customers.

4. The conversation with Industry partners The new collaborations and feedbacks can be used
regarding new collaboration and the customer’s to provide better products and services.
feedback and preferences.

15. What is the purpose of Equal Employment Opportunity (EEO) and anti-discrimination legislation?
List 3 examples of unlawful discrimination practices in the workplace:

The purpose of Equal Employment Opportunity (EEO) and anti-discrimination legislation is to support
diversity in the workplace which means having employees from a wide range of backgrounds, ages,
gender, ethnicity, physical ability, sexual orientation, religious belief, work experience, educational
background, etc.
Examples of unlawful discrimination practices in the workplace:
I. Suspending or firing employee because of his/her race.
II. Being impartial to an employee because of his/her caste.
III. Loading employee with too much work because of their age.

16. What is quality assurance? What is the purpose of quality assurance and how may this impact on a
business?

Quality Assurance: System that is designed to ensure that the customer can always be guaranteed a
standard of product or service.
It has a positive impact on business as the business will maintain a consistent quality in their product or
service which is beneficial to them.

17. What is a Hospitality award? What is covered under an award?

It covers hospitality employers and their employees who have jobs listed in the classification of definitions
of the award.

18. What is a union? What is the purpose of a union? What is the main union for Hospitality workers?

Union – A organization that acts as an intermediary between its members and the business that employs
them.
The main purpose of unions is to gives power to the workers to negotiate for more favourable working
conditions and other benefits through unity/collective bargaining.

19. Contact a hospitality professional who has been working in the hospitality industry for more than two
years and obtain following information from them:

● Name and designation

Shaker Mohammed – Head Chef

● How long they have been working in the industry

10 Years

● If possible, what is their pay

● Are they satisfied with their work or not and why?

He is satisfied as that’s what he wanted to do in his life and he earns a good amount of money too.
● Where do they see themselves after five years in terms of their career?

He sees himself as an owner of a successful restaurant.