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SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE. Introduction to hospitality and tourism
Introduction to hospitality and tourism
Tourism is one of the truly major industries in the world, closely linked to the tourism industry, both industries work together to provide a worthwhile career opportunity for millions of people throughout the world; providing products and services including food, beverage and accommodation to travellers and local people alike.
Tourism is a real multi-cultural environment where customers and staff are from all over the world.
You will find many tourism staff like to travel and because of the world wide nature of the travel industry it is often quite easy to gain employment around the world.
Main tourism products
Food and Liquor Service
Functions and Banquets
Add on services
Duty free stores
The Australian Federal Government has a website to advise on travel to overseas countries.
Many countries around the world are politically unstable and prone to war and violence.
What tourism products and service are offer at your venue or workplace?
What are some of the tourism jobs and positions people are employed in at your workplace or venue?
Where is the closest Visitor Information Centre to your Workplace or venue?
Be aware that guests may have special cultural, religious, health or disability needs. In reality it is very difficult to provide tourist information in every possible language, cultural and disability situation.
However we need to treat all people with respect and courtesy.
This may mean putting in a little extra time and effort but it is well worth it.
The Travel Insurance Compensation Fund
The Travel Compensation Fund is Australia's primary means of providing compensation to eligible travellers who suffer loss as a result of the financial collapse of a participating travel agency business. Travel consumers should make travel arrangements only through agents which are licensed participants of the Travel Compensation Fund.
Industrial relations and Trades Unions
A Trades Union is a collective organisation like a Club; it represents its members in negotiations and discussions with management.
The common discussions include wages, working conditions, OHS, job security and bullying and harassment issues.
The Australian Federation of Travel Agents – AFTA
The Australian Federation of Travel Agents is the peak body representing travel agents in Australia.
An Award is a set of minimum conditions negotiated between the industry, union and government which set the terms of employment for employees that the employer must follow.
An Enterprise Agreement
An Individual Agreement
Working conditions for permanent employees
Working conditions for part time employees
Working conditions for casual employees
Staff rostered for longer than five hours are generally entitled to a break from work duties.
Generally 10 to 15 minute ‘Coffee Breaks’ are taken during paid time with 30, 45, or 60 minute meal breaks are in unpaid time.
If staff members do not receive this break they may be entitled to extra payments in the way of penalty rates.
When Full time or Part Time workers work extra hours above their normal duties this is called ‘Overtime’ Full time and part time staff, in the hospitality and tourism industries, are required to work a reasonable amount of overtime.
Other Worker Entitlements (costs to the employer)
Superannuation - (retirement benefit)
Superannuation is money that is paid into your personal superannuation account that is invested and is only available when you reach a certain age and retire. In Australia it is COMPULSORY for employers to pay employees 9% of total wages in superannuation if:
The employee is:
This pays the medical expenses and wages for the injured worker
Training is a legal responsibility of the employer. Usually training is done within company time but often employees are flexible with this as they can see that they also receive a benefit from the training.
Uniforms and staff amenities
Some hospitality employers provide uniforms to staff and some do not. You will find that larger employers tend to provide uniforms while smaller employers tend not to provide uniforms.
1. What Award or workplace agreement are you paid by in your workplace?
Resignation and termination
An employee is required to give advanced notice to an employer if they resign.
This allows the employer to make arrangements to cover the persons shift and allow business to continue un interrupted.
Sources of industrial relations information
Information on the different workplace agreements is available from any of the following places:
Equal employment opportunity
Equal employment opportunity (EEO) is the principle of equal pay and conditions for all in the workplace; it involves identifying and eliminating any discriminatory barriers that cause inequality in the employment of any person or group of persons.
New Smartphones and Smartphone apps have new technologies which are being applied to more and more tasks all the time.
Audio guides have been used for a long time at venues such as museums and historical sites.
Tourism research bodies
There are a number of tourism research bodies that keep tract of statistics and trends in tourism that can be referred to when planning tourism products or providing tourism services.
Update and maintain local knowledge
It helps if a specific person has been allocated responsibility to update and share tourist information at the venue.
It is often one of those tasks that nobody really considers it their job so it quite often does not get done and the information becomes out of date very fast.
Visitor Information Centre
Looking through your visitor information files, you see that the information for a tour company is two years old.
What do you do to update the information?
What information would you seek to update?
Many things can go wrong in the hospitality industry from taking the wrong order in a restaurant to reading the roster incorrectly and not turning up to work when you are meant to be there.
Verbal communication involves questioning, listening and answering.
Non-verbal communication involves body language, which includes facial expression, eye contact and posture.
Handling customer complaints
Things do not always go according to plan and sometimes customers are disappointed with our products and services.
Most customers understand this and give us an opportunity to fix the problem but sometimes they do not and make a complaint.
If their complaint is not attended to their satisfaction then the customer will not return and will also probably tell their friends about what a bad experience they had, leading to bad word of mouth for your business.
The six steps to handling a customer complaint
These PowerPoints are designed to match Version 1 of the student resource.