HIMATH VAYANTHA FERNANDO

Assessment 1

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

Information Sources Information you could obtain

1. Media 1. Local, national, and international publications are some of the

media sources.

2.Reference Book 2. Textbooks, travel guides, and etc. For example, while making
drinks.

3.Trade Magazines 3.There are a number of trade periodicals dedicated to the hospitality
sector, such as ‘Hospitality Magazine.' Articles will cover topics such
as firm mergers, new products, and technology, among others.

4. Based on their own experience, they are valuable sources of

4.Colleagues, Supervisor knowledge and expertise.

5. These contain a multitude of information sources and resources

5.Libraries related to a hospitality business, including borrowing services, internet
connectivity, online journals, and databases.

6 The internet is a nearly unlimited source of industry

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

Areas of interest Act, Regulation, Guideline

Liquor (RSA) The liquor License Act, Liquor Control Reform Act 1998

Health and Safety Health and Safety Act 2011

Food Safety
The Food Act 1984

Workplace
Fair Work Act 2009

relations
Wrongs Act 1958

Consumer protection, duty of care

The Workplace Injury Rehabilitation and Compensation Act 2013
Worker’s compensation
The Privacy and Data Protection Act 2014
Privacy
The Equal Opportunity Act 2010

Equal opportunity, anti-discrimination

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

Legislation What is required

Responsible Under Section 73 of the Liquor Act, responsible service of alcohol (RSA) is a legal
requirement that assures licensees and personnel understand their responsibilities in
service of alcohol
selling and distributing alcohol responsibly.
(RSA)

Food Safety Some basic activities that address hazard control more broadly must be included in a
Food Safety program. Cleaning and sanitation, personal hygiene standards, pest
control, trash disposal, worker training, and customer complaint handling are all basic
operations.

Responsible The Responsible Conduct of Gambling ("RCG") refers to the provision of gaming and
conduct of gaming wagering services in such a way that the potential for harm caused by gambling to
(RCG) persons, their families, and the community as a whole has been minimized .
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Community The aim of this Law is to protect the community by authorizing Gregory Wayne Kable's
preventive detention (by order of the Supreme Court on the Director of Public
Protection
Prosecutions' application).
4. Which services are typically provided by the following businesses in the Hospitality sector?

ess provided

Pub Pub provides business services such as simple meals, a choice of beverages,
and entertainment.

Hotel Hotel services include lodging, food, and entertainment.

Resort A swimming pool, which may be indoor or outdoor depending on the weather, a
spa and bath or steam room, a gym, a restaurant and a bar, and occasionally a
spa center, or wellness center, where massage, facial treatments, manicures and
pedicures, as well as other luxury treatment options are provided.

Restaurant Restaurants offer food and beverage services to clients, with the food being
consumed on the premises or taken away for consumption. Fine dining
restaurants, takeaway restaurants, fast food restaurants, and a variety of many
other dining types were included in this section of the hospitality industry.

Bed & Breakfast A bed and breakfast are a small lodging establishment that provides both
overnight stay and breakfast. Bed & breakfasts are typically private family
residences having four to 11 rooms on average, with six being the average.

The hospital aimed to provide patients with a level of service comparable to that
Hospital provided to hotel guests.

Fast-food restaurants usually have a dining area, although some merely have
Fast food restaurant
driven-through or walk-up windows where customers may order and pick up food.
Burgers, chicken, sub sandwiches, Mexican food, and ice cream are common
fast-food items.
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5. What are the responsibilities of the following departments in a hotel?

Department Responsibilities
Housekeeping Mid-stay and post-departure cleaning of guestrooms
Making mattresses is something I enjoy doing.
Replacing soiled towels and linens.
Restocking toiletries, drinking glasses, and notepads in
guestrooms.
Taking out the trash, recycling, and room service trays.
Valet laundry goods are taken up and returned.

Front Office Reservations, Guest service, Check-in, Check-out,

Telephone, Finance & Cashiering, Foreign Exchange,
Assigning Rooms, Enquiry, and so on are the main functions
of this department. The front desk is also known as the hotel's
nerve center.

Kitchen Cleaning utensils and dishes and ensuring that they are
properly stored. Ingredients are sorted and distributed.
Helping to make salads and desserts by washing, peeling,
chopping, cutting, and cooking items. Garbage collection and
disposal.

Food and Beverage The Food and Beverage Department is responsible for
preparing, serving, and selling food and beverages to hotel
guests. Food and Beverages is divided into two sections
those are Food and Beverages Product and Food and
Beverages Service.

Functions Manage the following sections

Reservations
Reception
Business Groups
Housekeeping / Technical Services
Production
Billing
Payments and cashpoint management
Currency exchange
6. Choose 2 of the following departments and list 5 career possibilities which can be pursued in that
area of Hospitality:

Department Careers

Front Office Receptionist

Front office executive
Assistant front office manager
Front office manager
Guest Relation Executive

Food and
Beverage

Kitchen Kitchen steward

Executive chef
Chief steward
Pastry sous chef
Trainee steward

Housekeeping

Gaming

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

Department selected: Kitchen

_

Job role Duties performed by each job role

The Executive Chef is in charge of the hotel and restaurant kitchens on a daily basis.
They are in charge of hiring, training, and supervising kitchen workers.

Job role 1:
Executive chef

A Cooking Steward assists a restaurant with cleaning and restocking activities, as well as
ensuring that all kitchen facilities are clean and supplies are available.

Job role 2:
Kitchen steward

Should serve as a mentor to the pastry and desserts staff in the kitchen. Assists the Sous
Chef with the overall management of the kitchen.

Job role 3:
Pastry sous chef
8.Provide 4 suggestions for good environmental practices in the Hospitality industry:

Environmental practice (what needs to be done)

1. Recycling

2. Implement Alternative Energy Sources

3.Start composting

4. Install Energy Saving Technologies

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

Required Attributes

1. Multi-tasking

2. Flexibility

3. Interpersonal skills

4. Problem-solving

5. Team worker

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

Department Examples for technology used

Food and Beverage 1.Programmed coffee makers

It will begin when you need it to and you should have your first cup of coffee
ready when you enter the kitchen.

2. Service Robots and Restaurant Digitalization

With their online services and meal delivery to their customers' doorsteps, e-
restaurants have set new standards. Food service robots, on the other hand, will
be finding their way into restaurants, offering more sophisticated service to
clients. With online ordering, fast delivery of food at the counter, availability to
healthy food, and robotic systems, the food and beverage business is expanding
and will continue to do so in the future years.

Kitchen 1.Motion sensitive kitchen faucets

Some faucets can be activated with a single touch, while others can be turned on
with a simple move in front of them. It's one step closer to a cleaner home when
you don't have to struggle with unclean, food-covered faucets.

2.Smart Fridge

They can be used to inspect the contents of a container for food (saving electrical
costs by reducing the need for the door being open). They can also inform you
what's in your fridge while you're out shopping for groceries, allowing you to
double-check what else you need. Touch displays are connected to the internet,
allowing you to find and show recipes instantly.

Front Office 1. Cloud based property management systems

It is wise to invest in a cloud-based property management system to cater to the

demanding guests efficiently. This versatile and user-friendly technology will
make operations simplified without any involvement of people, just basic
monitoring is required. From handling operations, departments and guests to
keeping all departments updated; a cloud-based property management system is
a one-stop solution for all the worries.

2. Tablets and Smartphones

The front desk staff can simplify several operations and save time that can be
spent improving the visitor experience by using tablet and smartphone
technology.
In order for the hotel's front office to run as smoothly, it’s become necessary to
embrace technology.

Housekeeping 1.Start building robotic housekeeping team

The introduction of vacuums and these robots will go beyond simple carpet
cleaning duties.

2. Connecting with guests through apps and voice control

Hotels all around the world are already adopting services such as apps that allow
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you to check in, check out, and access your room via your smartphone. The next
stage is to make it simple to interact with connected things in the room (close
curtains, turn off lights, etc.) and connect with hotel employees with a single
button press – or, more likely, voice commands.
1. One to One Video
Sales and Marketing
1:1 video can be used to follow up on an inquiry, provide content, and provide
help, among other things. Both for sides, interacting via video call rather than
email is a more gratifying experience. It's also a lot more effective.

2. CRM – Customer Relationship Management

Website integration, marketing automation, sales enablement, and customer

support help desk modules are all included into modern CRM systems.

Stock Management 1. Autonomous robotics

The impact of robotics on inventory control and supply chain management has
received a lot of attention. Much of this is based on misconceptions about robots
replacing workers, while the aim of autonomous robotics is to make manual labor
easier while people manage stock management.

2. RFID stock tagging and tracking

It uses the same data propagation method via radio wave as high frequency
transceivers and has been utilized in various forms throughout human history. It
also functions in a similar fashion to retail store barcode scanners. RFID, on the
other hand, is distinguished by its range. Every item has a geolocation tag, which
is a microchip with a unique identification code and position on it.

1. Workflow Automation
Project Management
Modern scheduling software benefits from being embedded into specific social
and chat platforms, much as the cloud enables organizations to update and
interact in real time, whenever it comes to the game responsibility, program track
progress, and enhanced, team-wide communications.

2. Agile Approach to Project Management

The agile technique was developed for software development teams, but it may
be used to any type of team.
11. Provide 3 examples of ethical conduct in the workplace:

Examples

1. Obeying the company's rules

2. Professionalism

3. Trust and mutual respect for your colleagues at work

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

issues impact on the industry

1. Implementation of The agile methodology was created for software development teams, but it may
Technology be applied to any group. Self-check-ins, contactless service, online ordering, and
payment via smartphones have all become the new norm in the hospitality
industry during the last year. It’s a struggle for the sector to give a good consumer
experience with a combination of human and tech-enabled interactions; people
demand experience, so the company must do everything in its power to provide it.
Because if the technological system is not in place or is down, it can bring the
entire production system to a halt, businesses must have backup plans in place to
be ready for any issue that may arise.

2. Environmentally Friendly Environmental challenges continue to shape today's hospitality business, which
Practices has been a primary priority for all organizations to invest in over the past ten
years. Consumers want to know that the businesses they buy from are
environmentally, socially, and culturally responsible. Sustainable practices help
hospitality companies stand out. 
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13. Provide an example of how the following industries interrelate (are connected with each other) in
the Hospitality and Tourism industry.

ustry industries interrelated (how are these connected/important to each

other)
1. Wineries Wine can yield a profit margin of around 70% in restaurants, making oenology
an important area of expertise for future food and beverage managers. So that
wine forms part of the curriculum at specialized hospitality management
institutions.

2. Tourism Tourism and hospitality are inextricably linked; the hospitality industry
provides services such as lodging, transportation, food and beverage, spa,
business center, recreation, and leisure. Tourists engage in tourism when they
travel to areas where they desire to participate in recreational and leisure
activities and, in most cases, are provided with lodging, food, and beverage.
The tourism industry relies on the hotel industry to provide services. The
definition of hospitality is to provide patrons with a comfortable and secure
environment. It also entails supplying alcoholic beverages responsibly. The
Food Hygiene, Health and Safety Act establishes food hygiene standards for
those who operate in the hospitality industry.

3. Hotels, Restaurants, The hospitality industry is a broad category of fields within the service industry
Resorts that includes lodging, food and drink service, event planning, theme parks,
travel and tourism. It includes hotels, resorts, restaurants.

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

Information to share Benefits to customers

1.Raise brand awareness
Gives confidence
Allows shared values

2.Forge business relationship Consistently and timely relationship with in interactions

3.Competitor analysis Improve Owned Products and Services. As your brand expands so
will your customers' needs and expectations.

4.Highly targeted leads Improve Products and Services, customer expected

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

Purpose of EEO legislation

The purpose of equal employment opportunity (EEO) is to ensure that hiring, promotion, and other workplace
activities are all conducted fairly. In the end, this will encourage a workforce that is varied and multi-talented.

Examples of unlawful discrimination practices

1. Job refusal

2. Denial of training, transfer, and advancement chances

3. Coworker exclusion or isolation

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

Quality assurance is any systematic process of determining if a product or service satisfies certain
specifications.

Set requirements for designing or manufacturing dependable products are established and maintained by QA.
A quality assurance system is designed to boost consumer trust and credibility while also enhancing work
procedures and efficiency, allowing a company to compete more effectively.

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

What is a Hospitality award?

Is an international award in hospitality industry

What is covered by an award?

Pay, overtime rates and condition, special leave arrangements, special allowances, and working time are all
covered by awards.
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18.What is a union? What is the purpose of a union? What is the main union for Hospitality workers?

What is a union
A union is a group of workers who band together and use their collective bargaining power to have a say in
their job.

Purpose of a union
The primary goal of labor unions is to empower workers to bargain for better working conditions and other
benefits through collective bargaining.

Main union for Hospitality workers

GMB

Assessment 2

1. Current and emerging products and services

8 TOP AUSTRALIAN FOOD TRENDS

1. European cuisine makes a comeback

European cuisine is making a comeback in Australia's Top 50 restaurants. 32 per cent of the top 50 claim to serve

European-style dishes. Western-style food is dominated by potatoes, bread, pasta, dumplings and pastries. It's a

strong contender for the top 2020 Australian food trends.

Modern European cuisine has always used innovative techniques and ingredients and now more than ever we are

seeing a real emphasis on sustainability and mindful eating. It will be interesting to see how Australian

restauranteurs incorporate local ingredients and seasonal trends to keep up with local diners' appetites.

2. AUSTRALIAN FOOD TRENDS 2020 – THINK BEFORE YOU EAT

Food trends such as nose-to-tail eating and farm to table are becoming increasingly popular. As people seek

answers to climate change, there are more questions than ever about what is safe to eat.Noosa's Snail of Approval

program shows locals and visitors how they can choose to eat at high welfare restaurants and cafes. The

Australian food trend for 2020 really takes off and more people give consideration to where their food is grown, and

how it is produced.
 3. FOOD PREFERENCES ARE THE RULE

Vegans, Pegan, Flexitarians and Vegetarians, if you don't have a food preference nowadays, you are almost

boring. 48 out of 100 people at functions I've been to have a distinct food preference which requires food delivery

with the precision of a battlefield.

Veganism is the third fastest-growing market in Australia. The sector is expected to be valued at over three billion

dollars by 2030. Australian restaurant trends reflect the increasing interest in vegan food. Read labels and check

ingredients folks because there's nothing that sounds healthy in many of them.

4. PLANT-BASED DIETS

A plant-based diet can include animal products such as eggs, milk and honey. It's based, not ruled by plants. You

can probably slip in the odd slice of bacon and slab of steak too, particularly if they have an ethically sourced

source for making them.

But vegans should switch from soy milk to cow's milk if they want to help the planet, according to a study by the

British Sustainable Food Trust.

5. PRE-COVID – FOOD HOME DELIVERY SERVICES KILL THE RESTAURANT INDUSTRY

The new scourge on our roads is the home delivery motorcycle riders who jump corners and footpaths. Restaurant

and Catering Australia says restaurants need bums on seats to make ends meet. R&CA's 2019 annual

Benchmarking Report* (see below for an explanation on the report).

6. DIVERSITY AT THE FOOD FRONT LINE

The increasing popularity of African and Chilean restaurants is part of a global trend towards diversity in

cuisines.

OpenTable reports a rise in diners venturing out to try new and emerging cuisines such as African and Chilean

dishes.

7. CONSCIOUS DRINKING

A surprising 42 per cent of bartenders surveyed for the annual Kimpton Hotels & Restaurants Culinary + Cocktail

Trends Forecast were excited to embrace the no-alcohol culture. This report gathers the opinion of more than 130

seasoned bartenders, sommeliers and general managers from the Kimpton's 75-plus restaurants and bars across

37 cities.

InterContinental Sydney has created a zero-alcohol cocktail menu focusing on cocktail craftsmanship with unique

ingredients such as handcrafted cucumber syrup and pure elderflower. "Building balance in a cocktail without

alcohol allows creative thinking and a deeper understanding of each ingredient," says bar manager Max Babayev.
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8. COFFEE WITH A TWIST

The trend in coffee is towards handcrafted, ground, extracted and then freeze-dried Specialty Coffee.

InterContinental Sanctuary Cove Resort guests can try the newly launched High Coffee menu. Smoking Hot

Chocolate features an interactive smoke machine and swirling cedarwood and rich milk chocolate smell.

InterContinental Sydney Double Bay is known for its twist on a classic, the Tim Tam Espresso Martini. The cocktail

was created by Restaurant and Bar Manager, Giovanni Chianese. This happy hour favorite is a cheeky treat after

a long day at the office.

2. Current and emerging products and services

1. Implementation of Technology

Over the past year technology has ramped up within the hospitality industry. Customers crave experience with a

mix of human and tech-enabled interactions. If the technology system is not in place at all or is down it can stop

the whole production system, thus organizations need to have back-up plans.

2. Retaining and Attracting Employees

The hospitality industry is known for high turnover rates, with one-third of workers quitting their job after six

months. Around 45 percent of workers hold on for an average of two years. Companies need to keep up with the

latest trends for attracting and retaining employees.

3. Reputation Management

The hospitality industry has been battling to establish strong relationships with their consumers. Reviews and

comments can destroy or glamorize companies; thus, the industry needs to utilize certain platforms to their

advantage. The challenge that organizations will face in 2021 is how to manage their reputation.

4. Environmentally Friendly Practices

Sustainable practices make hospitality companies stand out. Consumers want to know that the business they

purchase from follow environmentally, socially and culturally sound practices. A complete overhaul of the

organizations systems and products to follow sustainable measures will become expensive and won't last. Small

steps taken over time will have a lasting effect on your customers and the environment.

5. Personalizing Customers Experience

Future as sustainability is becoming a way of life to the public and organizations. The hospitality industry needs to

continually find new and unique ways to personalize a customer's experience. Businesses need to understand
their customers past buying habits and their interests to tailor their offers and promotions.

3. Career opportunities

Front office

1. Receptionist: Responsible for greeting visitors, taking calls, responding to guest issues, and creating a

welcome environment.

2. Bell Boy: The Bell Boy is usually the one who greets and welcomes guests while also assisting them with their

luggage. They may also show guests to their rooms at smaller properties. They are subordinate to the Bell

Captain.

3. Apprentice/Trainee: This is a person who is still learning the many functions of the Front Office while working.

4. Reservations Executive: This position's responsibilities include responding to all email, phone, online, and in-

person queries in a timely and courteous manner. In addition, all bookings must be recorded according to the

organization's procedures.

5. Front Office Executive: Because the executive must be able to conduct both clerical and administrative work,

such as sorting mail, filing, and entering data, in addition to Front Office labor, this is a managerial position.

6. Guest Relations Executive: The main responsibilities include greeting guests at check-in and quickly managing

guest problems and complaints. It is also necessary to supervise the arrival and departure of VIP visitors.

7. Assistant Front Office Manager:  Will assist the Front Office Manager, ensuring that all hotel guests are

attended to promptly, and overseeing Front Office operations.

8. Night Duty Manager: During the midnight shift, you are in charge of all hotel operations. He or she is also

responsible for overseeing the hotel's Front Office operations, ensuring guest and hotel security, doing the

night audit, and maintaining a high level of service.

9. Front Office Manager: Managing and educating the workforce, as well as assuring a competent front desk

service. Customers are dealt with, complaints are dealt with, and emergencies are dealt with.

10. Resident Manager: The hotel's Resident Manager resides there. They are on-call at all times and are expected

to assist the General Manager in keeping the hotel running smoothly while also assuring the property's
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profitability. In some cases, the Resident Manager and General Manager are the same person.

4. Career opportunities

a. The right to make a complaint without consequence

The right to be paid correctly

Protection of discrimination

Protection from bullying

Protection from unfair dismissal

Protection from sexual harassment

Right to request employment record

b. The Gold license Accreditation scheme allows caterers to set themselves apart from their competition

by demonstrating their high degree of professionalism, food safety, and workplace standards. When

hiring a caterer, the Gold License Caterer’s Accreditation is a symbol of excellence that members of the

public can rely on. Caterers that adhere to the highest standards of food safety and work standards

within their businesses are recognized by the Gold License program. The Gold License logo and a

company's Gold license number can be found on all promotional materials, indicating to potential

customers that the company has met the Gold License Accreditation Council's requirements.

5. New products, technology, techniques and services

1. Cloud /Software as a service (SaaS)

Despite being a novel notion in the hospitality sector, software delivered as a service rather than held on premises

is already a popular technological concern. 85 percent of the questions we get from hospitality firms and hotels at

Infor include a discussion of cloud computing. This is due to two key considerations.

To begin with, the cloud has a smaller initial investment because there are no upfront hardware expenditures or

associated expenses such as a full-time, in-house IT personnel to maintain the system. Hoteliers like the concept

of removing the headaches and distractions of IT from their sites, allowing them to concentrate on the day-to-day

business of caring after their visitors.

2. Mobility

As devices such as tablets and smartphones revolutionize the way we engage with technology, mobile is the new

face of computing. Hospitality is not exempt from this transformation, and in some situations, it is at the forefront of

it. Because hotels are, by their very nature, fixed entities, it has long been assumed that mobile technology will

have little impact.

Mobile is a potential choice for small independent enterprises wishing to build customer service as a competitive

edge because of the low capital expenditure investment for mobile devices and the greatly decreased software

costs.

3. Integration

Hotels provide a variety of purposes, ranging from lodging and event catering to specialized amenities such as golf

or health spas. Traditionally, each of these sectors has had its own software system. While this method has dived

into specialized functionality, it has also resulted in information silos.

Integrating these systems can result in more comprehensive management information, quicker analysis, and a

complete picture of profitability.

6. Work ethic required to work in the industry

As a result of the ever-changing competitive environment, tourism and hospitality businesses must find new ways

to stay ahead of their competition beyond the traditional methods of cheaper prices, more services tied to a sale, or

better products. Most customers nowadays consider that competition and products are quite comparable in terms

of quality. Tour operators and hoteliers are discovering that competing just on price leads to volatile market and

uneven earnings. As a result, hospitality and tourist businesses are forming collaborative ties and better

partnerships with their customers.

7. Summary

I assume that encouraging employees may be used to increase workplace kills and performance because if we

encourage our employees, we will get 100% results from them. When people feel supported, respected, and
HIMATH VAYANTHA FERNANDO

equipped with the resources they need to perform their task, they are more driven and productive.