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Common Competency-Develop and Update Industry

Knowledge
bread and pastry production NCII (President Ramon Magsaysay State University)

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COMMON COMPETENCY-Develop and

Update Industry Knowledge
Environmental Issues and Requirements on Industries

Learning Objective: After reading this information sheet, you must be able
to:
Understand environmental issues and requirements on industries

1. Environmental Issues and Requirements on Industries

The following are environmental issues and requirements on industries:

1. Rewards and Incentives.

· Meets staff needs and expectations

· Fairly distributed; there is an objective basis for assessing the merits of
performance; rewards are given to deserving recipients.

2. Job Conditions

· Goals/targets are clearly understood and agreed upon with the

employees; the management team and the staff identify the goals.

· Job standards are clearly understood and agreed upon with the
employees.

· Good performance is reinforced by rewards.

· Sanctions are consistently enforced on non-compliance.

· Performance is strictly monitored to ensure compliance.

· Employees are given feedback regarding their progress and are given
the opportunity to explain their handicaps or difficulties in meeting the
standards.

· Consequences of performance are appropriately handled.

· Situational leadership is appropriately applied by the leaders.

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3. Rapport between the employer and the employees

· There is mutual trust and respect between the employer and his
employees.

· Members of the management team express their concern over

employee’ problems and difficulties on the job.

· No one is convicted for an offense without proper hearing or

investigation.

4. Healthy Team Climate

· Working relationships are built on trust, respect and cooperation.

· There is an open and honest communications in the team; no
suppression of feelings.

· Conflicts and differences are confronted and dealt with constructively.

5. Favorable corporate values

· There is a high value for quality, excellence, time, cost, productivity,

corporate image, customer satisfaction, etc.

· Positive corporate values are internalized by everyone in the

organization.

· Corporate values are translated into action by way of operational

policies and corporate practices.

6. Favorable attitudes

· The members of the management team do not project biases and

prejudices against their employees and colleagues.
· No one reads meanings that do not exist.

· Discussions on controversies are focused on the issues and not on

personalities.

7. High Level of staff participation

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· The staffs are given opportunities to participate in a democratic decision

making.

· The staffs are consulted on issues affecting them.

8. Challenging and interesting job

To avoid monotony, the job is made more challenging through

· Job rotation

· Job enrichment

9. Recognition of good work

· Employees are affirmed and appreciated for their efforts and good work.
· Employees are rewarded based on the merits of their performance.

10.Employees are made to understand the significance of the job.

· Employees are made to understand the importance of job orders and job
procedures.
· Employees are made aware of the consequences of their performance.

11.Misunderstanding, apprehensions and biases of employees are

confronted and resolved.

· Fears, misconceptions and apprehensions of employees are discussed

with concerned employer or employees, clarified and resolved.

Updating information

As worker in the hospitality industry, it is our duty to revise and

keep ourselves abreast of the different news and information in our work.
Sources of information may come from the following:
1. media

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2. reference books
3. libraries

4. unions
5. industry associations

6. industry journals
7. internet

8. personal observation and experience

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WORK ETHICS REQUIRED TO WORK IN THE INDUSTRY

Learning Objective: After reading this information sheet, you must be able
to:

· Determine work ethics required to work in the industry.

1. WORK ETHICS REQUIRED TO WORK IN THE INDUSTRY

1. Cooperation and camaraderie.

A good citizen is always ready to help and cooperate with other members
of the society. The spirit of “bayanihan” runs in our blood stream.
Cooperation is certainly necessary especially in this age of globalization
which calls for the nation to move as one as it competes with the rest of the
world.

2. Avoidance of Conflict – A harmonious relationship is attainable if

conflict is avoided.
How to minimize conflict:

· Actions and words should be done and said with due courtesy
· Practice the “golden Rule” – “Don’t do to others what you don’t want
them to do to you.”
· Refrain from destructive personal criticism, argument, unpleasant
comments and judgments.

HANDLING GUEST COMPLAINTS

1. Approach the complaining customer politely as you say: “Anything I can
do for you sir? Or May I help you sir?”

2. Listen attentively; let him finish his statement before reacting. If the
message is not clear, confirm or clarify. “If I got you right sir, are you saying
that . . . . “

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3. Get more details: Client: Your service is lousy. ... Worker: “What
exactly went wrong sir?

4. Be calm and sober even if the customer is rude or shouting at the peak
of his voice. Be gracious and courteous no matter how irritating the customer
is.

5. Be openminded; accept the facts of his complaints and refrain from

being defensive. Acknowledge customer comments even if he does not seem
to be talking sense. “Your comment is well taken, sir.”

6. Accept the clients feeling, saying something like: Í can understand how
you feel, sir.”

7. Never argue or disagree or indiscreetly prove the customer wrong. If the

comment is an unsound accusation, raise your point by using the Yes-but
technique. Acknowledge his comments first before presenting your point.
“I can see that you are not satisfied with our services, and I respect your
comments. However many of our customers seem like our services, in fact
we are the best among others. . . . . .

8. If service is faulty, apologize. “I am sorry for what happened.”

9. Settle sensitive matters or problems in private so as not to place the

guest in an embarrassing situation. Example, declined credit card, shortage
of cash for payment, suspended signing privilege, etc. This matter should be
referred to supervisor who will ask waiter to request the customer to see him
in a private office. Worker will tell the client: Excuse me sir, someone wishes
to see you at the counter”, do not say: “My supervisor is calling for you.”

10. Never pass the buck (blame) on another person or department in an

effort to defend oneself.

11. If the guest is very upset, does not want to accept apologies or is
making a fuss out of petty matters or cannot be pacified, call the Supervisor
or the manager.
12. Should a complaint or request require a delicate decision or action, or a
request that run counter to some business policies like discount or waiving
service charge, etc. refer to the supervisor.

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The waiter should tell the guest: I’m sorry sir but I am not authorized to
decide on this matter, may I refer you to my supervisor?”

13. Take appropriate action immediately and assure the complaining

customer that his concern is being taken seriously and that corrective action
shall be taken.
· When the customer is exhibiting scandalous behavior like shouting or
uttering provocative statements alert the security officer and get security
assistance especially when violent reactions are already displayed. However,
the security officer must be discreet in dealing with the customer. Before the
security staff takes over. The head waiter must try to pacify the customer
first, get him away from the area and talk to him in private.
· Identify the problem of the customer before taking into action about
their complaints.

14. Show appreciation rather than irritation upon receiving a complaint or

negative remark.

“Thank you sir for bringing this matter to our attention”

“I have taken note of your comments sir, thank you for calling our
attention. We will see to it that it won’t happen again.”
3. Healthy Spirit of cohesiveness

· Being physically present when a group project is being executed.

· Showing concern and interest in your group mates view and
suggestions;
· Showing appreciation on each other’s contributions;

· Taking pride

Open Communication
a. Utilize Verbal and Non-verbal means of communication. If practiced,
conflict can be worked out and genuine relationship can be developed.

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CAREER OPPORTUNITIES

Learning Objective: After reading this information sheet, you must be able
to:

· Determine career opportunities in the industry.

1. CAREER OPPORTUNITIES

1. Staff Training
a. Job orientation is given to all employees immediately upon hiring.
b. Employees are continuously updated of changes in company policies,
products, services and other pertinent information concerning their
jobs.
c. Staff training is responsive and relevant to the staff’s training needs.
d. Formal training is reinforced by the on the job coaching and
instructions.
e. A thorough training needs analysis is conducted before a designing
training plan.
f. Employees are given opportunities to grow and develop in their career
through programs for professional advancement.
g. New recruits are rapidly turned into productive and efficient service
staff.
h. There is a consistent monitoring of application of learning, errors are
identified and corrected as they arise.
i. There is a clear, convincing and well organized delivery of instructions;
a well organized lesson plan is followed.

2. Employees’ Morale, Welfare

a. Employees are appreciated and praised for their efforts and good work.
b. Employees are treated fairly and uniformly, without prejudice or
discrimination.
c. Employees are given due respect; they are never humiliated or
insulted.
d. There is a trust and confidence in the employees’ capacities and
abilities.
e. Employees are provided with safe working environment and safety
devices.
f. Employees’ right self expression is respected.
g. Personal Concerns, complaints and grievances of employees are
acknowledged, listened to, given time and attention.
h. Employees feel ease in approaching their superior; the boss does not
appear threatening to his staff.

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3. Communications and Grievance Handling

a. Meetings are conducted regularly to discuss/resolve operational
problems.
b. Hearsays or gossips are never tolerated nor entertained.
c. Diplomacy and tact are observed in dealing with infractions,
complaints and grievances.
d. Emphatic listening is demonstrated during corrective interviews and
counseling.
e. There is sensitivity to the feelings and self esteem of subordinates;
demeaning, judgmental remarks are avoided.
f. Written correspondence like memos, reports, etc. are prepared in
proper format with clarity and accuracy.
g. Every employee is informed of what is expected of him; likewise told
about his progress on the job.
h. Confidential matters are kept secret, never divulged to other
employees.
i. Employees are made to understand the significance of their job and
the rationale for orders, instructions, policies, and procedures.
j. Employees are consulted on matters affecting them.
k. There is a smooth flow of communications and coordination with other
officers, departments.
l. Orders and instructions are expressed with clarity and diplomacy.
m. Oral communications are spontaneous.
n. Assertive communication is demonstrated in fighting for ideas and
convictions. There is an open objective discussion of ideas and
differences.
o. There is objectivity in handling grievances of employees; the boss
listens to reasons, investigates and takes proper action.

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JOB DESCRIPTION OF INDUSTRY PERSONNEL

Learning objective: After reading this information sheet, you should be able
to:

Understand one’s job description.

· Bartender

· Food Service attendant (waiter)

· Baker

· Cook
· Receptionist

· Room attendant
1. JOB DESCRIPTION OF INDUSTRY PERSONNEL

BARTENDER

Basic Function: Prepares/mixes alcoholic and non-alcoholic drinks.

Specific duties:

Prepares or mixes drinks following standard recipes

Sets up the bar

Takes charge of storage of beverage and bar supplies.

Makes report on beverage sales and spoilage.

Takes of inventory of beverage consumption as well as of losses.

Sees to it that the bar is properly stocked, clean and well maintained.

Attends to customer needs, requests and complaints at the bar counter

Pushes the sale of wine sand other beverage items.

Checks the availability of bar stocks and makes requisition when needed.
Serves drink from the counter.

Performs other related duties as maybe assigned by superior.

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FOOD ATTENDANT

Basic Function: Takes and serves food and beverage orders according to
prescribe standards of service.

Specific duties:
Looks after the necessary preparations before the start of operation:

· Wipes/prepares necessary containers, hollowware, napkins, cutleries,

and other supplies.

· Refills salt and pepper shakers and other condiments.

· Checks and re-stocks service station and sees to it that the par stock is
maintained.
· Sets up the tables and installs required facilities.

· Studies the menu and familiarizes himself with the outlet’s specialties
as well as out of stock items and undertakes suggestive selling

· Takes and serves food and beverage orders.

· Assists busboy in placing and in picking up orders from the kitchen.

· Assists in welcoming and in seating the guests.

· Attends to the settlement of the bill of guests.

· Attends to guest’s inquiries, requests and complaints.

· Assists in clearing soiled dishes, dirt and trash.

· Performs side duties and other assignments given by the superior.

RECEPTIONIST
Basic Function: Welcomes and greets customers at the entrance and
escorts them to their tables.
Specific duties:

· Receives guests, welcomes and greets them and escorts them to their
assigned tables.

· Attends to reservations and inquiries over the phone and disseminates

to all concerned officers the details of reservation.

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· Maintains and fills logbooks/reservation book with the necessary

information and keeps all reservation signs in place.

· Assists in maintaining order and cleanliness of the outlet.

· Assists in the preparation of mis-en-place and in taking food orders,
does suggestive selling,
· Assists in the settlement of guests checks.

· Monitors movement in the outlet and reports to captain any unusual

incident or suspicious person noted.

· Attends to guest’s inquiries, requests and complaints.

· Performs other related duties as maybe assigned by superior.

· Food and beverage service is the climax of the relationship between

the food industry and the customer,

· Customers are the lifeblood of the food and beverage business. To

ensure continuous patronage, their satisfaction must be sustained. They
deserve preferential, prompt and consistent service.
· Customers should be provided with good nutrition, meals to match
their budget, controlled use of time, and pleasurable eating.

BAKER
Basic Function: Prepare and produce a range of high quality pastry products
in commercial food production environments and hospitality establishments.
Specific Duties
· Prepares pastry products
· Decorates and presents variety of pastry products

· Prepares and present gateaux, tortes and cakes

· Prepares and displays petit fours

· Presents desserts
· Stores different pastry products

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Hot kitchen cook (Cook Helper)

Basic Function: Assists in the daily preparation and cooking of dishes and
maintains cleanliness in the production area

Specific Duties
· Prepares utensils and work areas

· Transfers/Withdraws stock from the storeroom

· Prepares stocks and sauces.

· Prepares vegetables/cereals
· Prepares equipment and tools for cooks

· Assists in dishing out prepared and cooked foods according to portion.

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The Front Office

Learning objective: After reading this information sheet, you should be

able to:

Determine the job description of front office personnel and management.

1. Managing Front Office Department

Front office
q A very critical service unit because its personnel are the first contact of
guest and prospective patrons.
Room Accommodation

q One of the major sources of revenue of the hotel.

Rooms Division or Rooms Maintenance Department

q The unit that looks after all matters pertaining to room bookings and hotel
accommodation.

Three sections of Rooms Division

1. Front Office

– attends to room bookings and registration of hotel guests

– Front of the House

2. Housekeeping Section
- looks after the cleanliness, orderliness and maintenance of
guestrooms and public areas.
- Provision for linen and laundry service

- Back of the House

3. Room Sales

- handles room reservations and sales

- handled by the Front Office in smaller hotels and lodging houses.

SUB- UNITS OF THE FRONT OFFICE

1. Front Desk – serves as communication and information center

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q handles registration of hotel guest

2. Reservation Section – handles reservations for room bookings either through

the telephone or direct personal contact

3. Bell Service – responsible for escorting guest during check-in and check-out,
attending to their luggage and doing errands for the front desk.

4. Telephone Exchange – handles the Telephone Communication System to

include: answering incoming calls, receiving and disseminating messages,
giving information to callers through the phone, placing and receiving long
distance and overseas calls, screening calls and other related matters.

5. Front Office Cashiering – responsible for the settlement of guest bill.

6. Concierge / Guest Relations Assistance – is the section that attends to any

kind of guest assistance like tour and travel assistance, directions to point of
interests, confirmation of tickets, and other services of this kind.

7. Airport / Transport Guest Assistance – handles the transport of guest to and

from the airport and other transport terminal.

8. Business Center – handles all transaction in the business center including

computer services, sending fax or e-mail, photocopy, sale of souvenir items,
etc.

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