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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....

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SITHIND002 Source and use information on the hospitality industry

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UNITASSESSMENT1 UNIT KNOWLEDGE ASSESSMENT(UKA)

QUESTION 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. Ans 1 – 1. By discussing with the customers & colleagues – e.g., By taking customer survey 2. Lifestyle shows on TV - e.g., Wayfarer 3. Through internet - e.g., National Industry Insights 4. Through the sales representative & wholesaler - e.g., By taking feedback from sales representatives 5. By attending the Trade Fair - e.g., Trade fair by ‘Australian Hotels Association’ 6. Trade Magazine - e.g., Hospitality Magazine (Nagar, 2020).

QUESTION 2 List the relevant sources for legislation, regulations, guidelines and acts where you could obtain information relating to the following areas:

A. Liquor(RSA) – Liquor Act – 2007 & Liquor Regulation - 2008 B. HealthandSafety – Work & Health Safety Regulation - 2011 C. FoodSafety – Food Safety Act - 1991 D. Workplacerelations – Fair Work Act - 2009 E. Consumerprotection, dutyofcare – Competition & Consumer Act – 2010 & Work & Health Safety Regulation - 2011 F. Worker’scompensation – Worker’s compensation - 1951 G. Privacy – Privacy Act - 1988 H. Equalopportunity,antidiscrimination

–

Equal

Opportunity

Act-

2010,

Age

Discrimination Act – 2004, Disability Discrimination Act –1992, Sex Discrimination Act – 1984 and Racial Discrimination Act – 1975 (Onsando&Billett, 2017). QUESTION3 What is the purpose and the basic requirements which must be met by Hospitality businesses for the following legislation?

A. Responsibleserviceofalcohol(RSA)–To regulate the sales & supply of the alcohol. The requirement is to have liquor license, B. FoodSafety - To ensure that food prepared and served are safe to eat. The requirement is to ensure health & hygiene. C. Responsibleconduct ofgaming(RCG) - To ensure safety and responsible gaming. The requirement is to prevent game addiction (Hing, Russell & Hronis, 2018). D. CommunityProtection - To ensure well - being of the local community. The

requirement is to abide local law.

QUESTION4 Which services are typically provided by the following businesses in the Hospitality sector?

A. Pub – Liquor B. Hotel – staying facilities, food facility C. Resort - staying facilities, food facility D. Coffee Shop – Snacks, coffee, counter facility E. Restaurant – Food,Snacks, coffee, counter facility F. Bed&Breakfast - staying facilities, food facility G. Hospital – Care and treatment, staying facilities, food facility H. Fast Food Restaurant – Fast food, counter services

QUESTION5 What are the responsibilities of the following departments in a hotel?

A. Housekeeping – The activities related to Cleaning such as mopping, sweeping, dusting as well as polishing. B. Frontoffice – maintain guest data, coordinate the guest service, ensure guest satisfaction C. Kitchen – To cook food, ensure the supplies for the food preparation, ensure hygiene and cleanliness in Kitchen D. Food& Beverage – Preparing food, stewarding, purchasing and storing (Davis et al., 2018). E. Functions – guest reservation, check – in, check – out, guest services, handling inquiries

QUESTION 6 Choose 2 of the following departments and list 5 career possibilities which can be pursued in that area of Hospitality: A. FrontOffice – Guest service Officer, Receptionist, Front Office Manager, Front Office assistance, Front Office Supervisor B. FoodandBeverage–F & B manager, F & B supervisor, F & B Cluster Director, Waiter, Resort Manager.

QUESTION 7 Select a Hospitality department relevant to your career or training. List 3 job roles and provide details for the duties they typically perform: Ans - Food Production department and its three roles are as follows – 1. Chef – To prepare food as per the order. 2. Kitchen Supervisor – To check the kitchen duties and analyze the risk areas and take measures (Lestantyo et al., 2017). 3. Purchase Manager – To order the required items per the chef requirement and ensure time supply at kitchen.

QUESTION 8 Provide 4 suggestions for good environmental practices in the Hospitality industry. Ans – 1. Prohibition of plastic utensils or materials in the restaurant or hotel 2. Using eco – friendly products in hotel or restaurant 3. Using the sustainable supply chain 4. No wastage of the food

QUESTION 9 List 6 attributes which are required for people who seek a career in the Hospitality industry. Ans 1. Team working 2. Training 3. Flexibility 4. Good communication skills (Singh & Jaykumar, 2019). 5. Multi – tasking 6. Well – Groomed QUESTION10

List 2 examples of modern technology used in the following Hospitality departments, and describe itsapplications:

Department Foodand Beverage

Examples for Technology used Artificial Intelligence and IoT

Kitchen

Kitchen Display System and Food Safety Management System

FrontOffice

Cloud – based Property management system and Tablets

Housekeeping Sales andMarketing StockManagement Project Management

Robots and Task Management Social Media and Leveraging Technology RFID and Hotel Inventory Management System (Chen, 2018) Big Data and Project tracking system

QUESTION 11 Provide 3 examples of ethical conduct in the workplace Ans – The main three examples of ethical conduct are as follows 1. Honesty 2. Fairness 3. Integrity

QUESTION 12 Provide 2 examples of current issues of concern to the Hospitality industry and how these impact on the industry. Ans – The two major concerns that are affecting the industry of hospitality and other industries are as follows – 1. The pandemic has implemented various restriction on the business of hospitality like maintaining social distance and have limited people in events. 2. The economic crisis across the globe. This is also affecting food production industry as the sales has declined due to pandemic (Dube, Nhamo&Chikodzi, 2021).

QUESTION 13 Provide an example of how the following industries interrelate in the Hospitality and Tourism industry.

1. Wineries The wineries supply the wines to the hotels, pub as well as restaurant for the guest needs and earn income by selling its products. Even tourists require the wines for their needs. 2. Tourism The hospitality is directly connected to tourism as people accommodate to hotel, when they travel to other city or other country. Even the tourist needs the food services and wines for the new city or country. The high tourism results in the high business of hospitality. 3. Hotels,Restaurants,Resorts The hotel, restaurant and resort are depended on the tourism. The high flow of tourist results in increasing the accommodation and services of these three. The wines are served in the hotel, resort and restaurant to meet the guest needs.

QUESTION14

Which information could you share with your colleagues after you have attended a major trade showandhowwould thisbe beneficialforyourcustomers? List4 examples

Informationto share

Benefitstocustomers

Front Office staff can use the latest The customer can get the detail about their check – in, check out and technology like Tablets for customer other services. records The kitchen safety can be ensured The customer will get the safe environment for stay. with the training and using the safety measures Hotel Inventory Management The customer demand can be met using the stock. System will help to ensure the appropriate stock in kitchen and hotel (Nair & Choudhary, 2018). Use of task management to help the The customer will get better room services. in the room services

QUESTION15 What is the purpose of Equal Employment Opportunity (EEO) and anti-discrimination legislation? List 3 examples of unlawful discrimination practices in the workplace: Ans - The main purpose of the EEO & Anti – Discrimination law is to ensure the equality among the staff and have fair treatment to every one despite the race, color, religion, nationality and so on. The examples of discrimination practices that are unlawful are – 1. Job refusal based on religion 2. No promotion based on gender 3. Differentiation in pay of employees with same skills and positions

QUESTION 16 Whatis quality assurance? What is the purpose of quality assurance and how may this impacton a business? (30– 60words) Ans – The Quality Assurance is the quality management practice that help to reduce error and defect (Fredrick & Authority, 2019). The main purpose of this is to ensure the processes efficient and provide the best services to customers. Theis will help the business to satisfy the customer will quality services.

QUESTION17 What is a Hospitality award? What is covered under an award? Ans – A hospitality award can be explained as the program for appreciating and recognizing the best services provided by the hospitality organizations. It covers the employee and employer’s contribution in the hospitality services.

QUESTION18 What is a union? What is the purpose of a union? What is the main union for Hospitality workers? Ans – The union are the workers association. The purpose is to protect thelabours’ rights related to wages and working condition. The United Voice is the key union.

UNIT ASSESSMENT 2 UNIT SKILLS ASSESSMENT(USA)

PART 1: SOURCE INFORMATION - Task 1 Summary This report was based on the Naja Group of Colleges. It described the services and product that this organization offering and can offer in the future. It also highlighted the issue of the competition as well as pandemic that affecting the hospitality sector. It was identified that there is huge scope the career growth as well as opportunities with this organization. It is found that the organization is having the good and healthy relations to the other industries like food processing, suppliers as well as farmers. The legal requirements need to be followed to ensure the business growth along with the ethical behavior. Introduction This report is about based on the Naja Group of Colleges. It will focus on the organization’s present and future services & products. The current issues will be discussed in detail that may affect the business. The diverse opportunities related to career can be identified. The relation with other connected industries will be identified. The issues related to compliance as well as schemes of the quality assurance will be discussed. The new product, technique, technology as well as services will be discussed. The different work ethics will be explained. The purpose of this report is to be to identify the business scope and growth opportunities. Currentandemergingproducts&services The Naja Group of Colleges is providing the hospitality services as well as education services to the students. This institute is having the campus cafeteria and the division of travel & tourism. These are performing successfully. The emerging product is the hotel services with advance technology and innovative services (Lin, Chi & Gursoy, 2020). Even there is scope for entering new market by introducing the hotel and restaurant under this brand. There services that can be introduced are housekeeping, food delivery services as well as open the services for the new customer other than the students. For foreign student the services can be customized by changing the food menu as per their requirement. The cooks can be hired that having experience into the multiple cuisine.

Currentissues The major issues that are currently faced by the Naja Group of Colleges is the pandemic. The pandemic has restricted the services and created barriers by the COVID – 19 guidelines and protocols in the cafe as well as the travel and tourism. The tourism was restricted previously and it has started gained but there is low flow of tourist. Even the market of hospitality is very competitive due to introduction of new services as well as increased use the of the latest technology. The competitor’s strategy can affect the overall sales and profits of the Naja Group of Colleges. It is a tough for organizations to maintain the competitive advantage. The adoption of new and latest technology is the major challenge.

Careeropportunities In the field of the hospitality with the Naja Group of Colleges, the main opportunities are Food and Beverages managers at café, housekeeping staff at the hostel, travel agents, tourist guide, front office manager, Supervisor, kitchen staff, chef, finance managers and receptionist.

There various are the opportunities for IT services as

the technology adoption will require the IT managers, network administrator and ERP team (Satyam, Aggarwal & Negi, 2021). There is great scope for the promotion and growth for the employed staff at the Naja Group of Colleges as the employee can work for cafeterias services as well as the travel & tourism department of the organization Relationshipbetweenotherrelatedindustries The Naja Group of Colleges is having the good relationship with the food raw materials’ suppliers, tourism industry, education industry, tourism sector as well as hospitality sector. For café supply of the raw food items, the organization has the good tie up with the farmers and food processing units for vegetables, dairy products and other food items. The education industry is helping the Naja Group of Colleges to attract more customer from there to use the services of café ad well as travel & tourism (Kaushal & Srivastava, 2021). The connection with the travel agents, airline industry and other travel domain helped this organization to arrange the services related to travelling as well as tourism for the tourists.

Complianceissuesandqualityassuranceschemes The Naja Group of Colleges will face the compliance issues related to licence for hospitality and ensure the food safety standards in order to provide the appropriate service to its customer and provide the healthy and safe food. The Work Health and Safety compliance is important to secure the employees right and provide the environment with the overall safety and health (Chi et al., 2020). The quality assurance needs to be followed for the services as well as the products. The defect or problem in quality can invite the legal trouble for the organization. The consumer rights need to be assured with the quality assurance and quality maintenance. Newproducts,technology,techniquesandservices The Naja Group of Colleges is required to introduce the artificial technology in the customer services of the café. Even in the new hostel services, the organization can use the hostel management systems for the maintaining the guest records. In the kitchen service, the use of the fire safety equipment and automation in the food preparation will help to maintain the quality standards (Ivanov, 2020). The new services such as the automation in the café and customized food items can help to deal with the competition. The new techniques can be used for the customer service by introducing by training the staff. Workethicrequiredtoworkintheindustry The work ethic that needs to be followed by theNaja Group of Colleges and its staff to serve the customers are as follows – 1. Integrity – With the honesty as well as desirability to do things right will help to ensure the integrity. It will help to abide the law and rules of the hospitality industry. 2. Accountability - It is very important to take the responsibility of action and deed. It will help to develop the trust and ethical values. 3. Trustworthiness – It is important the organization as well as the staff must be trusted by the customers in order to create the good image. There should be trust among the staff to meet the organizational goals. 4. Respect for others – It is important for the employees to respect the staff and

customers for better services and help others by doing the good things Sources used to identify the information Used the company reports, feedback from employees as well as carried out the market research in order collect this information about Naja Group of Colleges. Even analyzed the health compliance laws. Even market research is conducted for the automation and technology. Conclusion Therefore, the recent trends need to be considered by Naja Group of Colleges, it helps to the company to work and survive in the hospitality sector. The present issues of COVID – 19 and competition need to be considered for better result. The adaption of technologies as well creating the job opportunities for the business.

PART 2 TASK: MAKE RECOMMENDATIONS

Responding to Market Information

FOCUSAREA

DEPARTMENT

Enhancing the present service and introduce emerging services & products Present issues

Finance department

Tourism and travel department

PRIMARYFUNCTION PRODUCT/ SERVICEPROVIDED

MARKETTREND REQUIRED CHANGE /ADJUSTMENT To manage the Preparing financial Introduce of Provide training to staff financial activities and statements like P& L new financial profits. and balance sheet legislation Introducing new policies

To manage the travelling as well as tourism activities

Travel arrangement COVID – 19

Opportunities for IT department To resolve the IT Network career issues administration Ensure the effective IT services use of technologies.

Adoption of Robots and AI

Follow the guideline related COVID – 19 Ensure the WHS legislation Training the staff Use the affective technology Hire the efficient staff for IT

New Ethic Charter of the Naja Group of Colleges 

We ensure the integrity by abiding the law,



We are accountable for our actions and steps.



We are having the trustworthy team to serve the customers.



We respect customers and clients (De Clercq, Rahman & Haq, 2019).

PART 3 TASK: ROLE PLAY – SHARE HOSPITALITY INFORMATION StanleyEvans –Hi everyone!! We are gathered here for the training session on the newly gained knowledge and information about the industry. This training is for the cafeteria’s managers for the COVID – 19 protocols and conducts. Even in order to enhance the services of the café, we need to select the appropriate technology in order to handle the guest booking. Even the use of AI can improve the café system. Campuscafeteriamanager1 – We have been following the guidelines of the government and ensure the safety at the cafeteria. For the guest booking we can look for hotel management system. Campuscafeteriamanager 2 – We ensure that the staff wear mask and sanitize themselves every time. StanleyEvans – It is good to know that we need to follow the WHS guidelines in order to ensure the employee safety at the work. We restricted the number of people in our café at a time in order to prevent the spreading the coronavirus.Should we provide the training to the staff for WHS compliances? For hotel management system, we need look forward to one which is effective. Can you suggest some of the hotel management system? Campuscafeteriamanager 2 – We need to work on ensuring the social distancing in the seating arrangement of the guests.Your idea of training is really good as it will be helpful. Even the hotel management system will also help to reduce the overcrowding in café. We can use the hotel reservation software system. StanleyEvans – We need to check the temperature of the staff on the daily basis and finding any case, the immediate action needs to be taken. I want you both to research about the system that is used by the different hotel and café in order to find the right one. Campuscafeteriamanager1 – Sure we will research about it. Even there is a concern...