Source and Use Information On The Hospitality Industry: Sithind002

SITHIND002
Source and use information

on the hospitality industry
Learner Guide
Learner Guide
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Table of Contents
SITHIND002 Source and use information on the hospitality industry..........................................4
Application......................................................................................................................................4
Pre-requisite Unit............................................................................................................................4
Competency Field............................................................................................................................4
Unit Sector.......................................................................................................................................4
Elements and Performance Criteria...............................................................................................4
Foundation Skills............................................................................................................................6
Links................................................................................................................................................6
Assessment Requirements for: SITHIND002 Source and use information on the hospitality
industry...........................................................................................................................................7
Modification History.......................................................................................................................7
Performance Evidence....................................................................................................................7
Knowledge Evidence.......................................................................................................................7
Assessment Conditions..................................................................................................................10
Links..............................................................................................................................................10
Housekeeping Items......................................................................................................................10
Objectives........................................................................................................................................11
1. Source and use relevant industry information..........................................................................12
1.1 - Identify sources of information on the structure and operation of the hospitality industry......13
Hotels:.........................................................................................................................................14
Motels:.........................................................................................................................................14
Cafes:...........................................................................................................................................14
Fast food stores:...........................................................................................................................14
Casinos:.......................................................................................................................................14
Convention centres:.....................................................................................................................14
Registered clubs:.........................................................................................................................15
Nightclubs:..................................................................................................................................15
Resorts:........................................................................................................................................15
1.2 - Access specific information of relevance to the hospitality industry to assist operational duties
.........................................................................................................................................................16
Food and Beverage:.....................................................................................................................16
Front office duties:.......................................................................................................................16
Housekeeping:.............................................................................................................................17
SITHIND002 Learner Guide Version 1 Dated 4 February 2017

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Sales and Marketing:...................................................................................................................17

Accounts and Finance:.................................................................................................................17
Human Resources:.......................................................................................................................18
Gaming:.......................................................................................................................................18
Entertainment:.............................................................................................................................18
Maintenance:...............................................................................................................................18
1.3 - Obtain information on features of current and in trend hospitality products and services
relevant to job role...........................................................................................................................21
1.4 - Use knowledge of the hospitality industry and its products and services to enhance the quality
of work performance.......................................................................................................................21
2. Source and use compliance information in daily activities.......................................................22
2.1 - Obtain information on laws specifically relevant to the hospitality industry and work
compliantly......................................................................................................................................23
2.2 - Seek information on industry quality assurance schemes........................................................25
Use your knowledge to enhance quality of work:........................................................................25
2.3 - Access information on career planning and equal employment opportunity law.....................26
Career opportunities within the hospitality industry:...................................................................26
Accessing information:................................................................................................................27
2.4 - Conduct day to day hospitality activities according to ethical industry practices....................28
Awards:.......................................................................................................................................28
Enterprise agreements:.................................................................................................................28
Superannuation:...........................................................................................................................29
Workers’ compensation:..............................................................................................................29
Training:......................................................................................................................................30
Uniforms and staff amenities:......................................................................................................30
Resignation and termination:.......................................................................................................30
Employer and employee rights and responsibilities:....................................................................30
3. Source and use information on hospitality technology.............................................................33
3.1 - Source and access information on current and emerging technologies that impact on
operational duties.............................................................................................................................33
3.2 - Use information on technology to suggest new and improved workplace practices................34
3.3 - Use current and emerging technology in day to day work activities........................................34
4. Update personal and organisational knowledge of the hospitality industry............................35
4.1 - Identify and use a range of opportunities to update knowledge of the hospitality industry.....36
4.2 - Monitor current issues and trends for the industry...................................................................37

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4.3 - Share updated information with colleagues.............................................................................38

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SITHIND002 Source and use information on the

hospitality industry
Application
This unit describes the performance outcomes, skills and knowledge required to source and use
current and emerging information on the hospitality industry. This includes industry structure,
technology, laws and ethical issues specifically relevant to the hospitality industry. Hospitality
personnel integrate this essential knowledge on a daily basis to work effectively in the industry.
The unit applies to all hospitality sectors and people working at different levels. Managers will
use more formal research to attain specialised and comprehensive knowledge to support product
planning, marketing and strategic management activities. This is covered in other units of
competency.
This unit is not about having in-depth knowledge but focuses on the ability to source and interpret
information relevant to day-to-day activities in order to maximise work performance.
No occupational licensing, certification or specific legislative requirements apply to this unit at
the time of publication.
Pre-requisite Unit
Nil
Competency Field
Working in Industry
Unit Sector
Hospitality
Elements and Performance Criteria

ELEMENTS PERFORMANCE CRITERIA
Elements describe the essential Performance criteria describe the performance

outcomes. needed to demonstrate achievement of the element.
1. Source and use industry information. 1.1.Identify sources of information on the structure and
operation of the hospitality industry.
1.2.Access specific information of relevance to the
hospitality industry to assist operational duties.
1.3.Obtain information on features of current and
emerging hospitality products and services relevant to
job role.
1.4.Use knowledge of the hospitality industry and its
products and services to enhance the quality of work
performance.

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2. Source and use compliance 2.1. Obtain information on laws specifically relevant to
information. the hospitality industry, and work compliantly.
2.2. Seek information on industry quality assurance
schemes and use it to benefit own organisation.
2.3. Access information on career planning and equal
employment opportunity (EEO) law.
2.4.Obtain information on ethical industry practices and
conduct day to day hospitality activities according to
those practices.
3. Source and use information on 3.1. Source and access information on current and
hospitality technology. emerging technologies that impact on operational
duties.
3.2. Use information on technology to suggest new and
improved workplace practices.
3.3. Use current and emerging technology in day to day
work activities.
4. Update personal and organisational 4.1. Identify and use a range of opportunities to update
knowledge of the hospitality current and emerging knowledge of the hospitality
industry. industry.
4.2. Monitor current issues and trends for the industry.
4.3. Share updated information with colleagues.

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Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance
criteria are listed here, along with a brief context statement.
SKILLS DESCRIPTION
Reading skills to: read the content of plain English information about laws and
quality assurance processes
research and sort hospitality industry information and determine
information relevant to own work.
Writing skills to: write and summarise notes, and record information in basic
documents, information sheets and files.
Oral communication skills to: use open and closed probe questioning to interact effectively and
obtain information from:
experienced industry personnel
colleagues
suppliers
industry bodies.
Learning skills to: continuously update, review and maintain own knowledge of the
hospitality industry.
Technology skills to: use a computer and keyboard

use online information systems to search for information.
Unit Mapping Information

SITHIND201 Source and use information on the hospitality industry
Links
Companion Volume Implementation Guide: - http://www.serviceskills.com.au/resources

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Assessment Requirements for: SITHIND002 Source

and use information on the hospitality industry
Modification History
Not applicable.
Performance Evidence
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in
the context of the job role, and:
 source and document current and emerging industry information on the hospitality industry using
at least three information sources listed in the knowledge evidence
 source and interpret information on the following from the above sources and share with
colleagues to improve knowledge of the hospitality industry:
 current and emerging products and services
 current issues
 career opportunities
 relationship between other related industries
 compliance issues and quality assurance
 new products, technology, techniques and services
 work ethic required to work in the industry
 identify ways to integrate current hospitality industry information into daily work activities to
enhance the quality of work performance.
Knowledge Evidence
Demonstrated knowledge required to complete the tasks outlined in elements and performance
criteria of this unit:
 sources of information on the hospitality industry:
 developers of codes of conduct or ethics
 discussions 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 observations and experience

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 plain English documents, issued by government regulators, that describe laws relevant to the
 training courses
 unions
 structure of the hospitality industry and its different sectors:
 key characteristics
 main functions
 features and services of businesses within the local and regional industry
 business relationships between different sectors
 information of relevance to the hospitality industry:
 economic and social significance of the hospitality industry
 career opportunities within the industry
 roles and general responsibilities for different jobs in the industry
 key ways that information is used to enhance the quality of work performance:
 improving skills and productivity
 producing food items to meet current market trends and customer expectations
 providing quality hospitality service
 suggesting new and improved ways of doing things
 working effectively with:
 other sectors of the hospitality industry
 suppliers
 working according to:
 ethical industry practices
 legal requirements for self and the organisation
 key characteristics and main functions of allied and related industries
 primary functions of:
 major cross-industry and sector-specific industry associations especially those with which the
business has a relationship
 trade unions in the industry
 basic aspects of ethical issues specifically relevant to the hospitality industry
 basic aspects of hospitality industry quality assurance processes:
 industry accreditation schemes
 codes of conduct or ethics
 industry association membership

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 occupational licensing
 reasons for participation and impacts of non-compliance
 roles and responsibilities of individual staff members when participating in schemes
 basic aspects of state, territory and commonwealth laws specifically relevant to the
hospitality industry and actions that must be adhered to by hospitality businesses:
 food safety
 responsible service of alcohol
 responsible conduct of gaming
 local community protection that must be met by hospitality industry operators when
delivering services and requirements to maintain the lifestyle of neighbouring residents
 basic aspects of industrial relations:
 award provisions
 equal employment opportunity (EEO) law
 rights of employees and responsibilities of employers to make merit-based employment
decisions
 current and emerging technology used in the hospitality industry:
 catering systems
 applications for electronic devices and computers
 computer-aided despatch systems
 food production systems
 industry online booking systems
 industry reservations, operations and financial and tracking systems
 project management systems
 social media sites.
Assessment Conditions
Skills must be demonstrated in a hospitality industry service environment. This can be:
 an industry workplace
 a simulated industry environment or activity for which information on the hospitality
industry is sourced.
Assessment must ensure access to:

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 computers, printers, communication technology and information programs used to source

industry information
 plain English documents issued by government regulators that describe laws specifically
relevant to the hospitality industry:
 food safety
 responsible service of alcohol
 responsible conduct of gaming
 local community protection.
Assessors must satisfy the Standards for Registered Training Organisations requirements for
assessors.
Links
Companion Volume Implementation Guide: - http://www.serviceskills.com.au/resources
Housekeeping Items
Your trainer will inform you of the following:
 Where the toilets and fire exits are located, what the emergency procedures are and where
the breakout and refreshment areas are.
 Any rules, for example asking that all mobile phones are set to silent and of any security
issues they need to be aware of.
 What times the breaks will be held and what the smoking policy is.
 That this is an interactive course and you should ask questions.
 That to get the most out of this workshop, we must all work together, listen to each other,
explore new ideas, and make mistakes. After all, that’s how we learn.
 Ground rules for participation:
o Smile
o Support and encourage other participants
o When someone is contributing everyone else is quiet
o Be patient with others who may not be grasping the ideas
o Be on time
o Focus discussion on the topic
o Speak to the trainer if you have any concerns.
Objectives
 Understand how to source and use
o relevant industry information
o compliance information in daily activities

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o information on hospitality technology

 Know how to update personal and organisational knowledge of the hospitality
industry
 Gain the essential skills and knowledge required for this unit .

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1. Source and use relevant industry information
1.1 Identify sources of information on the structure and operation of the hospitality industry.
1.2 Access specific information of relevance to the hospitality industry to assist operational
duties.
1.3 Obtain information on features of current and in trend hospitality products and services
relevant to job role.
1.4 Use knowledge of the hospitality industry and its products and services to enhance the
quality of work performance.

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1.1 - Identify sources of information on the structure and operation of the

The hospitality industry in Australia is a leading employer in the business sector and is one sector that
continues to grow. It is a varied industry that creates many employment and economic opportunities,
not just in Australia but around the world.
For anyone who is wanting to work in this industry it is important to know where to source
information on the hospitality industry and therefore be able to keep up with changes when they
occur. As with most sources of information there are many ways we can locate answers to our
questions.
These include, but are not limited by:
 Internet, simply by using the search engine of your choice.
 Libraries, including public and schools.
 Any reading material, including newspapers, brochures, industry newsletters or
magazines.
 Industry associations.
 Industry unions.
 Conferences and/or seminars.
 Go to as many new product launches as you can.
 Reference books- purchase or borrow from libraries.
 Ask questions of both employers and trainers.
 Any other area/opportunity that presents itself.
Once we know how to locate information, we then need to understand the
different sectors that are involved in the hospitality sector. Traditionally
there are two sections within the hospitality sector; commercial and non-commercial.
What’s the difference? Simply, commercial establishments are operated in order to make a profit,
whereas non-commercial establishments do not operate to make a profit, in a number of instances
they operate in a charitable capacity or out of community need. These will include establishments
such as: prisons, schools and hospitals. They are normally organisations which supply food and/or
beverages but the main aim of their business is not to serve food and beverages, this is just something
which their operation entails.

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Commercial organisations within the hospitality sector could include:

Hotels:
Can have many departments including food and beverage service, functions and/or conferences, front
office, human resources, concierge/ bell boy, gaming room, security, housekeeping, sales and
marketing, accounts and maintenance including ground-keeping. All these naturally depend on the
setup and size of the hotel. It will also depend on the grading of the hotel from the Australian
Hoteliers Association, whether it is one star, five star or anywhere in-between.
Motels:
Most motels simply focus on providing accommodation and a basic restaurant for breakfast, or
sometimes a small restaurant for evening meals. They may have an in-house liquor license.
Cafes:
Can serve breakfast, brunch, lunch, dinner, supper and often serve coffee and cakes in between. Apart
from the usual food and beverage service, sometimes cafes can provide entertainment.
Fast food stores:
As the name suggests, this includes establishments such as
fish and chip shops, hot chicken shops, fast food chains like
McDonalds, Hungry Jacks, KFC and Pizza Hut. It can also
include all types of food places in a food court within a
shopping centre. Fast food is prepared on the premises and
displayed in a bain-marie or under heat lamps.
Casinos:
As with larger hotels, casinos usually have a number of
departments. They will naturally have a gaming room that will employ staff with specialised skills in
gaming, which may include croupiers, gaming machine attendants and cashiers. Casinos will also
have a security section to ensure compliance with the regulations in place for casinos. Casinos will
also normally have bars and restaurants on site. There may be benefits to working in a casino that are
greater than those which are provided in other places. However, casino staff are not allowed at any
time to gamble at their place of work.
Convention centres:
Offer a variety of services, though they vary according to the size of the establishment. Some places
may cater for more than 2500 guests whereas others may have facilities for more or less. It could be a
problem in these organisations because they may employ mostly casual staff, It could be that you may
be required to work unusual hours that may make it difficult for you to work elsewhere.
Registered clubs:
There are many, many clubs operating throughout Australia. They will normally have a number of
different departments, in some ways similar to the casinos, but on a smaller scale. Clubs will usually
have member and non-member facilities.
Nightclubs:
These are one of the more popular hospitality venues especially for the under 35 age group. There are
a number of different areas in nightclubs such as bars, restaurants, maybe front desk, security and

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entertainment. Workers in a nightclub need to be able to work unusual and varied hours, and be able
to work extremely well under pressure.
Resorts:
Working in a resort can be lots of fun, though the work can be very demanding with long hours. You
will normally be providing services such as a food and beverage service, accommodation facilities,
sporting facilities, entertainment and other leisure activities for your guests.
Miscellaneous areas also involved in hospitality would also include hospitals, nursing homes,
retirement homes, guest houses, bed and breakfast facilities, large and small catering firms, caravan
parks, airlines, railways (especially intra-city trains) cruise liners and bus depots (again for intra-city
services) Another two areas normally forgotten as being parts of the hospitality sector are parts of the
defence forces and executive apartments.

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1.2 - Access specific information of relevance to the hospitality industry to

assist operational duties
The specific information that is relevant to you as a future employee within the hospitality is ‘what do
I wish to concentrate on?’ or ‘what is best for my career?’ The information you access can also help
with how you perform your work by providing you with relevant product knowledge.
Because each department within a hospitality organisation plays a role in the overall running of the
business, we need to select where we wish to be in preference to others. All departments need to rely
on other departments to be successful.
This is particularly so in the larger establishments.
Following are some of the areas you may like to think about working in.
Food and Beverage:
 Apprenticeships in cooking.
 Serving beverages in bars – public, lounge or cocktail bar.
 Serving food and beverages in restaurants – fine dining, brassiere and casual dining.
 Preparing and providing food items for various
outlets as a kitchen hand.
 Organising and serving banquets, functions,
conferences or events.
 Room service.
 Mini bar service.
 Cashier whereby you calculate accounts for
clients and the total of daily takings.
 Purchasing and distributing stock to various
departments.
 Daily cellar tasks and maintenance of kegs, lines, gas cylinders.
 Retail sales in a bottle shop.
Front office duties:
 Guest reservations, face-to-face contact with guests or talking over the telephone.
 Checking/booking guests both in and out of the hotel/motel.
 Depending on the size of the organisation, you may also be responsible for arranging
to have the guest’s luggage taken to or from the guest’s room.
 Giving information on internal and outside services or activities.
 Receiving messages/correspondence for guests and assuring its safe keeping for
guests.
 Performing small business services for guests, such as faxing materials.
 Preparing accounts for guests and arranging for reward points to be added to guests’
statements.

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 Auditing/cashiering roles.
Housekeeping:
 Servicing the rooms for guests and ensuring hallways are both clean and
unobstructed.
 Providing linen and guest amenities, such as toiletries, towels and possibly mini-bar
refreshment.
 Managing the laundry requirements and dry cleaning for both the guests and the
organisation.
 Ensuring all room accessories, such as bed covers and pillows are available for
guests.
 Cleaning staff uniforms especially in organisations with 4/5 star classifications.
 Cleaning and maintaining lobby and all public areas.
Sales and Marketing:
 Organising the advertising in the media.
 Creating brochures and pamphlets for both internal and
external use.
 Face to face canvassing by a sales team which can also be
telephone canvassing.
 All promotions.
 Organising events and sponsorships.
 Taking reservation and function bookings.
 Ensuring functions run smoothly with all requirements
available.
Accounts and Finance:
 Monitoring revenue and expenditure.
 Paying invoices from suppliers.
 Administering/operating/recording all payroll functions for employees.
 Preparing basic information for taxation and other financial reports.
 Preparing reports for occupancy rates and occupancy spends.
 Budget forecasting for both short-term and long-term periods.
Human Resources:
 Recruiting staff both by advertising directly and by forming functional professional
relationships with appropriate employment sources.
 Administering workplace agreements.
 Training for staff, both in-house and externally using internal and external training
providers.

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 Maintaining all staff records in confidence, such as sick pay, long service and
superannuation payments.
Gaming:
 All duties relating to a gaming room attendant including maintaining electronic
gaming machines and payouts.
 Dealing at table games.
 Being a “pit” supervisor.
 Providing TAB/Keno services.
 Cashiering.
Entertainment:
 Coordinating and selling tickets for concerts.
 Organising special functions and concerts.
 Managing disco/nightclubs.
 All these duties may also be handled by the
personnel in Sales and Marketing.
Maintenance:
 Managing/coordinating repairs to the plumbing, electrical and carpentry needs of the
organisation.
 Maintaining the painting and decorating.
 Maintaining gardens and general outside areas including the car-park.
 Providing general handyman duties.
There are a number of other duties that may be required of a person working in the hospitality area
such as monitoring/coordinating any leisure centres or equipment the organisation may have or the
organisation may also employ their own security staff. Both of these areas will require specialised
training, such as fitness instructors and training for the security industry which are not covered in the
hospitality program.
As mentioned previously, in order for any business to function successfully, all departments need to
work co-operatively and they will require employees that are able to complete varied tasks. As we can
see above, each section has many different tasks associated with it and you will need an understanding
of each and every task to competently complete your job requirements.
However, it is common knowledge within the hospitality industry, that around 60% of available shifts
are covered by casual staff. For this reason, many organisations have a high turnover of staff and new
employees are coming into the organisation all the time.
Most employees quickly realise that to become a valued and competent employee they may have to
show competence in more than one area of the organisation and will therefore need to show
dedication, loyalty and a desire to pursue a career within the industry to succeed. All organisations
realise that an employee who satisfies business aims along with satisfying customer’s needs and
expectations will need to be rewarded by either full time employment and/or promotion to a more
senior level of responsibility.

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The good thing is that internal promotions are common within the industry. Therefore it is important
to think not only of the now, but also of the future when you take a job in the hospitality industry.
Lastly, for this part, we need to realise the close relationship between the hospitality industry and the
tourism industry. The two industries come together when a person or persons, either local or from
overseas, goes on a short or long holiday and visits one of a number of tourist attractions. While the
tourist is in the area they will drink, eat and sleep using hospitality services offered in the area.
Tourism however is not the only industry the hospitality industry relies on to function successfully.
Some of the other businesses include:
 Food suppliers – dry goods, meat, poultry, vegetables, dairy
goods and bakeries.
 Beverage suppliers – both alcoholic and non-alcoholic.
 Linen suppliers/laundries – purchase of bedding, laundering of
linen, towels, tablecloths and napkins.
 Florists.
 Entertainment agents.
 Cleaning companies – either the sub-contracting of labour or
purchasing of cleaning products.
 Uniform suppliers.
 Stationers.
 Security companies.
 Equipment suppliers – for the purchase of new equipment.
 Advertising and promotional companies.
 Travel agents.
 Cash register suppliers.
 Tradespeople – plumbers, electricians, builders and painters.

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1.3 - Obtain information on features of current and in trend hospitality

products and services relevant to job role
1.4 - Use knowledge of the hospitality industry and its products and
services to enhance the quality of work performance
If we follow all the advice given previously, we should be starting to understand how we need to be
able to perform many different tasks if we want to work in hospitality. The good thing for us is that
there is a lot of help and training available for us to be able to gain the required knowledge of all areas
of the industry.
We can access this information from a number of different areas as we have discussed in point 1.1.
Never be so confident to think that you can never learn any more. What you must do is to constantly
be on the look-out for any changes within the industry that may affect your position. Thesepe changes
could include variations in:
 Gaming legislation
 Responsible service of alcohol
 Food service/handling requirements
 Multi-cultural issues
 Legislation relating to working conditions
These are but a few of the things that we need to constantly be aware of to ensure that we are up-to-
date with our knowledge.
We need to constantly update and develop our knowledge of the industry.
You should always ensure that you keep up to date, not only with changes within the industry, but
also with the products and services you offer. Nothing is worse for a customer than to ask for advice
on a product or service and for the employee to have no idea what they are talking about.
A customer may already have a lot of knowledge but wants some

advice which could then make you look incompetent if you give
them information they know is wrong. Obviously if you have only
just started the job, you will not be expected to know everything
but it will be partly your responsibility to make sure you get to
know the products and services the organisation offers.

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2. Source and use compliance information in daily

activities
2.1 Obtain information on laws specifically relevant to the hospitality industry and work
compliantly.
2.2 Seek information on industry quality assurance schemes.
2.3 Access information on career planning and equal employment opportunity law.
2.4 Conduct day to day hospitality activities according to ethical industry practices.

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2.1 - Obtain information on laws specifically relevant to the hospitality

industry and work compliantly.
The major sources of information on legal issues that apply to us in the hospitality industry are
actually contained in different areas of legislation, otherwise known as laws.
Laws are a set of principles, rules and standards established by Parliament and enforced by the courts
for the regulation of behaviour in society and the protection of members of society and their property.
The Commonwealth Government and occasionally the State Government make and administer laws
covering issues such as:
 Immigration - work permits and visas.
 Taxation – personal and wholesale, duty and excise.
 Communication – broadcasting and telecommunications.
 National employment.
The six States and the Northern Territory make and administer laws covering issues such as:
 Licensing and education in schools and vocational education/training.
 Planning and building.
 Criminal Laws.
 Corporate laws.
There are also other agencies that are responsible for enforcing Acts (Laws) that encompass either
Federal and/or State government bodies. Some of the Acts and legislation that cover the hospitality
sector are:
 Workers Compensation Act.
 Occupational Health and Safety.
 Liquor Control Reform Act.
 Food Act.
 Equal Opportunity Act.
 Trade Practices Act.
 Gambling Regulation Act.
 Casino Control Act.
 Casino (Management Agreement) Act.
 Equal Opportunity Act.
Taking all the above into consideration, we also have to
realise that there are also Industry working conditions that need to be taken into account.
Every hospitality organisation will have its own particular standards and it is the responsibility of the
employee to make sure those standards are met. As an employee you must endeavour to be efficient
and learn new skills whenever possible.
Your employer must provide you with remuneration for the work/hours you actually work and this
must be done in accordance with all provisions that are stipulated in your workplace agreement or
award.

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2.2 - Seek information on industry quality assurance schemes.

Every industry will have quality assurance schemes in place - this helps to ensure that each
organisation within the industry maintains a desired level of quality regarding both the products and
services they offer.
Use your knowledge to enhance quality of work:
In order for what you have learned to be of some use, you have to put it into practice – you have to
walk the talk.
In some circumstances, it may be relatively simple and easy for you to implement changes based on
new knowledge, but in other cases it may be hard or even impossible.
You must be sure where you stand, in relation to changing the way things are done.
The newer you are, the less likely other staff will appreciate your efforts. It takes time to build
credibility and to establish confidences. So don’t rush in and try to change everything on day one.
It may be necessary to check with the management first and maybe also check with other staff before
you approach management, before you begin a new idea.
In some cases, you may have learned a little trick or technique and feel it is appropriate just to go
ahead and try it out without telling anyone; providing this new technique won’t impact on any other
staff – and it is legal – the best advice is just to go ahead and do it and see what happens.
Evaluate your initiative after the event, and then decide whether or not to make the initiative part of
your Standard Operating Procedure.

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2.3 - Access information on career planning and equal employment

opportunity law.
Career opportunities within the hospitality industry:
To function successfully, each department in a hospitality establishment needs employees to complete
an array of tasks.
These tasks can vary in description and responsibility levels. They can either involve administration,
hands-on tasks or a combination of both.
Most hospitality employers are fully aware of the value of an experienced staff member. They need
employees who are dedicated, loyal and keen to pursue a career within their business. All businesses
rely on employees to deliver the required standard and quality of service so that they can survive in
today’s competitive business world.
An employee who satisfies business aims along with customer needs and expectations is usually
rewarded by means of promotion, either to full-time, or to a more senior level.
Internal promotions are common within the hospitality industry.
Therefore, it is important to think of the future when you take your next
job.
If you want to rise to a more senior level, make sure there is room
for that growth if you are employed at an entry level.
Career opportunities are available in licensed hotels, clubs, motels,
gaming venues, restaurants, resorts, function centres,
nightclubs and tourist attractions.
A large range of non-licensed premises also exist.
Departments that could contain your future job include front
office, housekeeping, food and beverage, functions, finance,
sales/marketing, gaming, security, kitchen, room service, or personnel.
Initial job positions may include waiting, bar attending, kitchen hand, breakfast cook, larder cook,
grill cook, receptionist, housekeeper, porter, laundry attendant and gaming room attendant.
Promotional opportunities can exist to advance to head waiter, bar manager, night cook, relief cook,
second chef, functions manager, F & B manager, front office manager, gaming supervisor, executive
housekeeper and night auditor.
The top jobs may include rooms division manager, executive chef/head chef, club manager and
general manager.
Accessing information:
You will be able to access information on both career planning and the Equal Employment
Opportunity Act from the internet, local government, job centres and possibly even libraries. You may
even be able to talk to workplace mentors who will be available to provide information on Acts and
legislation as well as giving you advice for career moves within the organisation.
You may wish to see what different roles are available to you within your industry or what
progression can be made within the role you are currently in. Either way, you will need to be aware of

P a g e | 26
the Equal Employment Opportunity Act to ensure you know your rights and make sure that you are
not discriminated against in the future.

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2.4 - Conduct day to day hospitality activities according to ethical industry

practices.
The main aspects we need to make ourselves aware of are what are broadly categorise under the topic
of industry working standards.
Every establishment we are employed in will have different standards and it is our responsibility to
make ourselves aware of these.
As an employee we must be willing and able to try our best to be both efficient and to learn new skills
whenever necessary.
Likewise, employers must provide the employee with the appropriate remuneration for the hours
worked and this must be in accordance with the provisions stated in either awards or workplace
agreements. But what is the difference between these two and what other considerations do we need
to make ourselves familiar with?
Let’s look at the things we need to be aware of that is relevant to us in the hospitality industry.
Awards:
As from the 1st January 2010 modern awards cover most industries, hospitality included. Modern
awards were created to establish one set of minimum conditions for employees and employers across
Australia who work in the same industries or occupations.
Modern awards together with the National Employment Standards (NES) and the National minimum
wage orders made by Fair Work Australia make up the safety net for employees covered by the
national workplace relations systems.
These awards bind the employer to provide certain minimum conditions in relation to conditions such
as hours of work, pay rates, penalty rates, safe working practices, allowances and training to name a
few.
The award also sets out the terms for reprimanding, dismissing or making employees redundant.
There are two types of awards – Federal and State.
Federal awards that relate to the hospitality sector:
 Accommodation, Hotels, Resorts and Gaming awards.
 Federal Motel Award.
State awards that relate to the hospitality sector:
 Hotels, Taverns and Resorts Industry Award.
 Adelaide Casino Award.
 Restaurant Award..
Enterprise agreements:
What is an enterprise agreement? An enterprise agreement is a
voluntary and negotiated agreement between employees (or their union
representative) and their employer. The agreement is designed and
tailored specifically for their individual workplace and their environment.
However, for the agreement to come into effect it must be approved through the ballot process by a
majority of the staff who will be covered.

P a g e | 28
Enterprise agreements cannot override state laws which cover WHS, workers compensation,
discrimination, child labour, equal employment opportunity and training arrangements.
Enterprise agreements are regulated by the new Fair Work system which started on 1 st July 2009. It is
Australia’s new national workplace relations system. The new system, created by the Fair Work Act
2009 covers the majority of workplaces in Australia.
For more information on agreements look at the Fair Work Australia website:
(http://fws.gov.au/index.cfm)
Superannuation:
Superannuation is money set aside over your lifetime to provide for your retirement. For most people,
superannuation starts when you begin work and your employer is obliged to start paying
superannuation for you; these payments are known as super guarantee contributions or concessional
contributions.
Super funds invest your money in many things, such as shares, property and managed funds.
Complying super funds receive more favourable tax treatment than individuals and companies.
(Currently a tax rate of 15% is applied to earnings on funds)
Most people are entitled to compulsory super contributions from their employer. These super
guarantee contributions must be at least 9% of your ordinary earnings, (going to 12% in the near
future) up to a maximum contribution base. You can also choose which superannuation fund the
money is paid into.
You can personally boost your super by making your own contributions and you may be eligible for
Government contributions. Currently the Government will pay you a bonus of up to $1500.00 if you
make contributions out of your own monies. You can also consider a salary sacrifice arrangement to
grow your super.
More information can be obtained by visiting the ATO website on:
www.ato.gov.au/content/00250233.htm or by simply using the keyword “superannuation” in your
search engine.
Workers’ compensation:
Employers must have their employees protected by workers compensation insurance. All employees
must be insured against injury or illness in the workplace. The compensation from the insurance will
hopefully cover costs of the injured worker with reimbursement of wages or salary (or part thereof)
during their recovery stages. The law also ensures every effort is made by the employer to rehabilitate
the worker.
Training:
Training can occur either on-site or off-site and by in-house trainers or external trainers. It is
advantageous for the employer to both assist and encourage employees to keep furthering their
training which will then allow them to progress within the organisation or sometimes outside of the
organisation.
Uniforms and staff amenities:
Depending on the type or size of organisation you are working for,
you could have access to:
 Fully laundered uniforms supplied by the employer.

P a g e | 29
 Name badges.
 Food and beverage discounts and/or free meals for employees.
 Staff room/canteen facilities.
 Rest rooms and showers.
These will all be provided by the employer, at no cost in many cases, so it is important for you as the
employee to look after these facilities and benefits
Resignation and termination:
All employees should and others must, give notice to their employers of their intentions to resign
from the place of employment. There will be written down in the award or agreement that you are
employed under, an agreed time period, such as two weeks, that is required.
Employers must give verbal and written notice prior to terminating an employee. The exceptions
involve serious offences which can be dealt with immediately. These again will be listed normally in
your award or agreement.
Employer and employee rights and responsibilities:
There are some responsibilities that apply to the employer especially in
terms of misrepresenting goods and services like:
 Watering down beverages.
 Unhygienic food handling methods.
 Working in an unhygienic and unsafe environment.
 Exceeding trading hours.
Other restrictions also apply to both employers and employees and they
need to be adhered to at all times, especially in terms of liquor licences.
Employer responsibilities include:
 Not supplying alcohol to persons under the age of 18.
 Not supplying alcohol to anyone who is intoxicated.
 Complying with health and safety regulations.
 Ensuring preparation and storage areas that comply with the food act.
 Security and crowd safety.
 Equal opportunity issues and fair services.
 Abiding by trading hours that are set down.
 Paying relevant taxes and fees associated with the operation of the establishment e.g.
PAYE tax for employees.
 Insurances.
Employee rights extend through to, but are not restricted to:
 The receipt of wages, in keeping with awards or agreements.
 A workplace that is free of discrimination.

P a g e | 30
 A safe and secure workplace.

Employees’ responsibilities extend to:
 Undertaking duties as they apply to their employment category.
 Not acting in a discriminatory manner towards their employer, work colleagues or
customers.
 Obeying the regulations set out in the WHS Act which should be displayed in the
workplace.
This can be summarised as work ethic.
In your daily workings in the hospitality industry you will deal face-to-face with people daily. It is
therefore important that you have and develop certain skills, such as:
 Social skills – the way a person reflects their own nature and personality.
 Technical skills – enabling a person to perform the tasks required of them.
Hospitality work demands:
 Employees need to be multi-skilled.
 Employees who are committed to the job and able to work long and varied hours.
 Employees who are friendly and smile.
 Employees who believe in service ethics.
 Employees who are customer focused.
 Employees who have a hands on attitude.
Personnel attributes that are needed to work in the hospitality industry:
 Good communication skills – verbal, non-verbal and written.
 Care in presentation and grooming.
 A strong customer focus.
 The ability to be a team player.
 Can work under pressure.
 Have good technical skills backed up by accurate, up-to-date knowledge.
 Honesty and dedication.
 Have a very positive attitude.
 Able to show initiative.
 Have a sense of urgency without looking
hurried or hassled.
 Most importantly being punctual and reliable.

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3. Source and use information on hospitality technology
3.1 Source and access information on current and emerging technologies that impact on
operational duties.
3.2 Use information on technology to suggest new and improved workplace practices.
3.3 Use current and emerging technology in day to day work activities.

P a g e | 32
3.1 - Source
and access
information on current and emerging technologies that impact on

operational duties
Keeping up with the latest technology trends is essential for those operating in the hospitality
industry, because the industry itself is extremely competitive. This means that those who fail to adapt
can quickly find that they are being left behind by hotel and travel companies that have implemented
new approaches and ideas. In this article, you will find seven of the latest technology trends that
hospitality companies should be aware of.
1. Recognition technology
This is getting very popular where your face is being recognised to unlock rooms. This is one of the
most important trends in the hospitality sector. This same technology can be used for check-in and
check-out purposes.
2. Robotics
Another exciting trend in the hospitality sector is the introduction of robots and many hospitality
companies are using these already. Similar to the hotel industries, airports are also using now robots
for front desk staff, customer information and luggage porters.
3. Chatbots and artificial intelligence
With the emerging trends where customers expect a quick response to their questions, they are
interacting with a variety of digital channels. Chatbots understand simple questions and can provide
answers quickly. This can improve customer service experiences.

P a g e | 33
4. Internet
Internet is used widely to connect to many devices e.g. smart devices which are often semi or fully
autonomous. For example, in the hospitality industry thermostats can be adjusted automatically to
adjust room temperature, lighting can be adjusted.
5. Mobile door key
Hotels are not using plastic cards anymore and are ditching these for
guests to check in to their rooms using their mobile phones.
6. Self-service
Many guests also prefer self-service, from remote check in to being

able to order room service on a mobile device.
7. Better Bandwidth
Guests travelling bring several devices with them and expect the hotel to provide better bandwidth to
connect all the devices.
8. New Meeting Spaces
Modern meeting spaces have changed and run on technology. Guests need facilities such as video
conferencing where they can hold meetings and connect with other businesses.
9. Location-based services
Hotels being able to understand where hotel staff and guests are located at any given time creates lots
of opportunities to improve guest experiences. This is going to increase in future and the implications
are huge.
3.2 - Use information on technology to suggest new and improved

workplace practices
Technology has played an important role in the hospitality industry
over the last decade. Technology has helped reduce costs, enhance
operational efficiency, and improve services and customer
experience. Both customers and businesses can benefit from
improved communication, and guest service systems.
Technology has helped hospitality industries replace expensive
human labour with technological labour. This helps reduce labour
costs, but also helps avoid customer service issues.
3.3 - Use current and emerging technology in day

to day work activities
The following examples demonstrate how you can use current and
emerging technology in day to day work.
Computer systems
Computer systems allow communication between hotel chains with multiple locations to connect
easier. Allows for staff to access information from a central source, improves guest experiences, guest
requests, reservations from one location.

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Internet and marketing

Internet is a very powerful tool in marketing and promotion. Social media is also now playing a big
role in promoting the hospitality sector. Guests often read reviews and visit websites to look at
pictures and feedback before choosing a hotel or restaurant to eat at.
Mobile communication
Mobile tablets and smartphones have replaced large desktop computers, making them virtually
extinct. This is helpful, because many travellers take some type of mobile device with them on a trip.
This helps hospitality businesses keep customers advised of changes and delays to their reservations,
offer deals, and advertise by using GPS tracking.
Conclusion
Overall technology has helped the industry to speed up operations and helped the travelling process
and made it much more enjoyable and efficient. Technology not only helps large chain hotels, but can
also be useful to B and B’s and other smaller companies in the industry.
4. Update personal and organisational knowledge of the

4.1 Identify and use a range of opportunities to update knowledge of the hospitality industry.
4.2 Monitor current issues and trends for the industry.
4.3 Share updated information with colleagues.

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4.1 - Identify and use a range of opportunities to update knowledge of the

It is important to be up-to-date with the ever-changing hospitality industry.
This might mean you have to find out information about a particular sector, or about the industry in
general. Whatever the case may be, always remember that having information about the industry and
applying it to your daily practices can boost your career opportunities in the future.
Also remember that information or knowledge is worthless if it is not applied and shared, so it is
important to incorporate it in your daily work.
In addition, this information should also be shared with customers and colleagues when and where
appropriate.
To keep learning, you must source the most recent and relevant information about what is happening
in the hospitality industry and the sector of interest. This can be anything from changing trends to new
techniques and the latest products.
Besides learning from on- or off-the-job training programs, you can further your knowledge base by
reading industry newsletters and periodicals. Further information and training can be obtained in
various ways, some being tailored to meet individual requirements.
Learning options may include:
 Formal studies at university, TAFE or a private college.
 Traineeships conducted by qualified workplace trainers and assessors.
 Training courses and seminars organised by industry associations, government
departments, or by a particular establishment.
 TV, cable, electronic media and the Internet.
 Correspondence courses and distance education/self-paced learning; this is available
through the Open Training and Education Network or TAFE.
 Subscribing to hospitality journals, newsletters and periodicals.
 Becoming a member of an industry association or union.
 Attending industry functions, product launches or promotions.

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4.2 - Monitor current issues and trends for the industry

In order to keep up-to-date with industry issues, and events and issues within your workplace:
 Attend all meetings that you are required to attend – meetings are often called at
work, but all too often staff elect deliberately not to attend and consequently miss out
on vital information.
 Read the memos – many workplaces will use memos to notify staff of emerging or
on-going issues, and again, many staff ignore these at their peril.
 Monitor the media – keep an eye on the media, and make it your business to read,
listen and watch.
 Fine tune your own personal radar – whenever you hear or see anything, anywhere
that relates to any aspect of the hospitality industry, focus on it for a moment to
identify whether or not you should spend more time monitoring, following up or
questioning.
 Form your own informed opinion – discuss and debate issues with colleagues and
management [note: discuss and debate does not mean argue!] With a view to
understanding the total picture so that you can develop your own views. Note that
personally disagreeing with an issue does not give you the right to break the law, or
deliver a lower quality of service.

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4.3 - Share updated information with colleagues

When you have managed to gather updated information, knowledge or skills, share it.
Tell your colleagues about what you have learned.
Do it verbally and informally in the workplace; do it by putting your new skills and practice into
operation in the workplace; do it formally by speaking at staff meetings or by putting something into
writing and distributing it among staff.

P a g e | 38
Congratulations!
You have now finished the unit ‘Source and use information on the hospitality industry’

Source and Use Information On The Hospitality Industry: Sithind002

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Sales and Marketing:...................................................................................................................17

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4.3 - Share updated information with colleagues.............................................................................38

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SITHIND002 Source and use information on the

Elements and Performance Criteria

Elements describe the essential Performance criteria describe the performance

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Technology skills to: use a computer and keyboard

Unit Mapping Information

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Assessment Requirements for: SITHIND002 Source

SITHIND002 Learner Guide Version 1 Dated 4 February 2017

SITHIND002 Learner Guide Version 1 Dated 4 February 2017

Assessment must ensure access to:

SITHIND002 Learner Guide Version 1 Dated 4 February 2017

 computers, printers, communication technology and information programs used to source

SITHIND002 Learner Guide Version 1 Dated 4 February 2017

o information on hospitality technology

SITHIND002 Learner Guide Version 1 Dated 4 February 2017

1. Source and use relevant industry information

SITHIND002 Learner Guide Version 1 Dated 4 February 2017

1.1 - Identify sources of information on the structure and operation of the

SITHIND002 Learner Guide Version 1 Dated 4 February 2017

Commercial organisations within the hospitality sector could include:

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1.2 - Access specific information of relevance to the hospitality industry to

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1.3 - Obtain information on features of current and in trend hospitality

A customer may already have a lot of knowledge but wants some

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2. Source and use compliance information in daily

2.2 Seek information on industry quality assurance schemes.

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2.1 - Obtain information on laws specifically relevant to the hospitality

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2.2 - Seek information on industry quality assurance schemes.

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2.3 - Access information on career planning and equal employment

SITHIND002 Learner Guide Version 1 Dated 4 February 2017

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2.4 - Conduct day to day hospitality activities according to ethical industry

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 A safe and secure workplace.

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3. Source and use information on hospitality technology

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information on current and emerging technologies that impact on

3. Chatbots and artificial intelligence

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5. Mobile door key

Many guests also prefer self-service, from remote check in to being