Develop and Update Develop and Update Hospitality Industry Hospitality Industry

KnowledgeKnowledge

The Hospitality Sector:The Hospitality Sector:Commercial Commercial

EstablishmentsEstablishments Defined as PROFIT Defined as PROFIT

SEEKING establishments.SEEKING establishments. They charge customers They charge customers

for the services and/or for the services and/or facilities they provide.facilities they provide.

Examples:Examples:

Non-Commercial Non-Commercial EstablishmentsEstablishments

Do not seek to make a profit.Do not seek to make a profit. They operate to support They operate to support

communities or fulfill a communities or fulfill a community need.community need.

Often government funded.Often government funded. Examples:Examples:

Key Operational Key Operational Differences:Differences:

Income:Income: How is operational funding received?How is operational funding received? Commercial establishments are funded through sales Commercial establishments are funded through sales and revenue. Non-commercial establishments can and revenue. Non-commercial establishments can receive government funding, business and public receive government funding, business and public donations.donations.

ExpenditureExpenditure:: What is money spent on to What is money spent on to successfully operate the establishment?successfully operate the establishment? Staffing, Staffing, equipment, materials? It differs for commercial and equipment, materials? It differs for commercial and non-commercial establishments.non-commercial establishments.

Clientele:Clientele: Who are the target groups using the Who are the target groups using the facilities?facilities? Guests, patients, members, detainees, Guests, patients, members, detainees, employees, students, the general public?employees, students, the general public?

Service and Facilities:Service and Facilities: What services and facilities What services and facilities are supplied to the target group?are supplied to the target group? Is it food, Is it food, beverages, accommodation, entertainment? There is beverages, accommodation, entertainment? There is a difference between comfort items and essential a difference between comfort items and essential items for commercial and non-commercial items for commercial and non-commercial establishments.establishments.

Key Departments in A Key Departments in A Hospitality EnterpriseHospitality Enterprise

Rooms Division(Front Office Rooms Division(Front Office & Housekeeping)& Housekeeping) Food and BeverageFood and Beverage Food production/ KitchenFood production/ Kitchen BanquetingBanqueting ClubsClubs GamingGaming Sales and marketingSales and marketing Human resourcesHuman resources Financial control/ accountsFinancial control/ accounts SecuritySecurity MaintenanceMaintenance

The role of each The role of each DepartmentDepartment

Can you match the right jobs Can you match the right jobs with the right department?with the right department?

Front officeFront office HousekeepingHousekeeping Food and BeverageFood and Beverage Finance / AccountsFinance / Accounts Human ResourcesHuman Resources Kitchen/ Food Kitchen/ Food

ProductionProduction GamingGaming Security Security MaintenanceMaintenance

Waiter / WaitressWaiter / Waitress Accounts Receivable Accounts Receivable

ClerkClerk Maintenance OfficerMaintenance Officer Customer Liaison Customer Liaison

OfficerOfficer ReceptionistReceptionist TAB AttendantTAB Attendant Turndown AttendantTurndown Attendant Apprentice ChefApprentice Chef Personnel OfficerPersonnel Officer

What Department do I work in?What Department do I work in?

1)1) I provide Counseling for staff.I provide Counseling for staff.2)2) I participate in domestic and I participate in domestic and

International Trade ShowsInternational Trade Shows3)3) I keep all staff RecordsI keep all staff Records4)4) I receive guests correspondenceI receive guests correspondence5)5) I maintain public areas e.g the lobbyI maintain public areas e.g the lobby

What Department do I What Department do I work in?work in?

6)6) I keep all staff RecordsI keep all staff Records7)7) I organize TAB ServicesI organize TAB Services8)8) I paint the buildingI paint the building9)9) I handle troublesome guests or I handle troublesome guests or

intrudersintruders10)10) I am familiar with the various I am familiar with the various

employment lawsemployment laws

What Department do I What Department do I work in?work in?

11)11) I administer First AidI administer First Aid12)12) I provide Health and Beauty therapy I provide Health and Beauty therapy

to gueststo guests13)13) I organize Cultural FunctionsI organize Cultural Functions14)14) I supervise the Staff CanteenI supervise the Staff Canteen15)15) I arrange Dry CleaningI arrange Dry Cleaning16)16) I monitor outgoing expenditure I monitor outgoing expenditure

Department Department Interrelationships:Interrelationships:

High standards of service High standards of service and consistency of customer and consistency of customer service depend on positive service depend on positive departmental departmental interrelationships.interrelationships.

Through these relationships, Through these relationships, consistency of service can consistency of service can be maintained. be maintained.

Department Department Interrelationships:Interrelationships:

No department operates in isolationNo department operates in isolation!!

FRONT OFFICE

Food & Beverage

HousekeepingSecurity

Maintenance

Interrelationship between Interrelationship between Departments ExamplesDepartments Examples

Front officeFront office contacts contacts HousekeepingHousekeeping to to put a cot in the room put a cot in the room oror Food and Food and BeverageBeverage to put a highchair in the to put a highchair in the Restaurant.Restaurant.

Sales &MarketingSales &Marketing contact contact Food and Food and BeverageBeverage to introduce a sales promotion to introduce a sales promotion offering a free bottle of wine to every table offering a free bottle of wine to every table of 4.of 4.

HousekeepingHousekeeping contact contact MaintenancMaintenancee to to repair a leaking tap in a guest’s bedroom. repair a leaking tap in a guest’s bedroom.

Quality AssuranceQuality Assurance When we are paying someone else for the When we are paying someone else for the

provision of a good or service we expect provision of a good or service we expect and should receive the same standard on and should receive the same standard on each occasion.each occasion.

Quality AssuranceQuality Assurance is the consistent is the consistent provision of a product or service to a high provision of a product or service to a high level. To enable this to happen an level. To enable this to happen an establishment has to have a commitment establishment has to have a commitment to the quality process.to the quality process.

Quality AssuranceQuality Assurance Although standards may vary from Although standards may vary from

establishment to establishment setting establishment to establishment setting a standard for each establishment is a a standard for each establishment is a means of ensuring a certain standard is means of ensuring a certain standard is consistently available. Fast food chains consistently available. Fast food chains use quality assurance to ensure that use quality assurance to ensure that across the country or even the world across the country or even the world customers can expect the same product customers can expect the same product which has been prepared and served in which has been prepared and served in a certain way to a consistent standard.a certain way to a consistent standard.

Career Paths in the Career Paths in the Hospitality Industry:Hospitality Industry:

There is an extremely wide range of career There is an extremely wide range of career options available within the hospitality industry.options available within the hospitality industry.

Hospitality / tourism is a growth industry and Hospitality / tourism is a growth industry and there are diverse opportunities for people who are there are diverse opportunities for people who are prepared to work hard.prepared to work hard.

Traditionally it has been an industry where you Traditionally it has been an industry where you can start in a front line position, and if you have can start in a front line position, and if you have what it takes, work your way up into management what it takes, work your way up into management positions. positions.

As the industry is becoming increasingly As the industry is becoming increasingly professional, training and qualifications are professional, training and qualifications are becoming essential to obtain fast career becoming essential to obtain fast career progression.progression.

Mapping Mapping Career Paths:Career Paths:

Front OfficeFront Office Sales and MarketingSales and Marketing HousekeepingHousekeeping Human Resources Human Resources Food and BeverageFood and Beverage Food Food

Production/KitchenProduction/Kitchen GamingGaming SecuritySecurity FinanceFinance MaintenanceMaintenance

Choose one of the following areas, and from your knowledge of these departments, see if you can map a typical career path that may occur within that department:

Mapping Mapping Career Paths:Career Paths:Here’s an example for the Here’s an example for the Finance DepartmentFinance Department::

A c c . P a yab le C le rk A cc . R ece iv a b le C le rk

C o s t C on tro lle r P a yro ll C le rk

N ig h t A u d ito r

A cco u n ta n t

F in an ce M a na g er

HOTEL INTERCONTINENTAL

SYDNEYSydney’s Award winning 5 star Hotel situated close to Circular Quay require the services of a suitably experienced person for the position of Accounts

Receivable Clerk.

We are seeking an enthusiastic person to join our Accounting Team. Duties

involve collecting of monies involving Credit Cards and Invoicing along with

associated clerical duties. Hotel experience in Accounts Receivable

would be an advantage.

Mapping Mapping Career Paths: Career Paths: BeverageBeverage

B a r Ru n n er

B a r a tte n da nt

W in e w a ite r/ S om m e lie r

B a r su pe rv iso r

B a r m a na g er

Mapping Mapping Career Paths: Food Career Paths: Food & Beverage& Beverage

F o o d R u n ne r/ com m is

W a ite r

H e a d w a ite r

S u p e rvis o r/ M a itre d

R e s ta u ran t m a na g er

Mapping Mapping Career Paths: Career Paths: KitchenKitchen

K itch e n H a nd

F o od P rod u ctio n A ss is ta n t

C o ok

C h e f d e P a rt ie

E xe cu tive C h e f

CareerCareerPathwayPathway

Range of Different sectors in Range of Different sectors in the Industrythe Industry

AccommodationAccommodation including hotels , motels, bed and Breakfast, including hotels , motels, bed and Breakfast, hostels, backpackers caravan parkshostels, backpackers caravan parksFood and BeverageFood and Beverage including restaurants, cafes, fast food outlets, including restaurants, cafes, fast food outlets, bars and outside caterersbars and outside caterersMeetings and EventsMeetings and Events(Meetings incentives conferences and Exhibitions)(Meetings incentives conferences and Exhibitions)

  

Range of Different sectors in Range of Different sectors in the Industrythe Industry

GamingGamingEntertainment and RecreationEntertainment and Recreation

                      Travel and tours/tourism services, Travel and tours/tourism services, including transport and travel agentsincluding transport and travel agents

                      Visitor information services, Visitor information services, including attractions, retail outlets and including attractions, retail outlets and Tourism CommissionsTourism Commissions

  Can you think of some?Can you think of some?

End of Session 1End of Session 1

Break Break 15 minutes15 minutes

Personal Attributes and Work Personal Attributes and Work Ethics of Hospitality StaffEthics of Hospitality Staff

PunctualityPunctualityHonestyHonestyAttention to DetailAttention to DetailPersonal Presentation and Personal Presentation and GroomingGroomingAttitudeAttitudeConfidentialityConfidentialityConsistency of serviceConsistency of service

Ethical Issues impacting on Ethical Issues impacting on the industry include;the industry include;

ConfidentialityConfidentiality Commission proceduresCommission procedures Pricing Pricing Gifts and services free of chargeGifts and services free of charge TippingTipping OverbookingOverbooking Product RecommendationsProduct Recommendations

Legal Issues impacting on the Legal Issues impacting on the industry include;industry include;

Consumer protectionConsumer protection Duty of CareDuty of Care Equal Employment OpportunityEqual Employment Opportunity Anti- DiscriminationAnti- Discrimination Workplace relationsWorkplace relations Child sex tourismChild sex tourism

Keeping up to DateKeeping up to Date The hospitality industry The hospitality industry

is an ever-changing is an ever-changing industry. industry. Keeping in Keeping in touch is vital.touch is vital.

How?How? Product Data BasesProduct Data Bases MediaMedia Industry AssociationsIndustry Associations Industry JournalsIndustry Journals Web sitesWeb sites PublicationsPublications SeminarsSeminars Training CoursesTraining Courses

Industrial working conditionsIndustrial working conditions

Industrial Relations

Award Enterprise AgreementWorkplace Agreement

Industrial RelationsIndustrial Relations AwardAward An award is a legally binding An award is a legally binding

document that document that binds binds employers to provide certain employers to provide certain minimum conditions for their minimum conditions for their employees employees

Enterprise Enterprise AgreementAgreement

These are contracts between These are contracts between an employer and all his an employer and all his employeesemployees which negotiates which negotiates different conditions from those different conditions from those set out in the awardset out in the award

Workplace Workplace AgreementAgreement

An Individual agreement An Individual agreement negotiated between negotiated between an an employee and an employeremployee and an employer

An AwardAn Award An award is a document An award is a document

that legally binds employers that legally binds employers to provide certain minimum to provide certain minimum conditions for their employees.conditions for their employees.These conditions cover:These conditions cover:

Classification of employees Classification of employees Ordinary time hours of work, rest Ordinary time hours of work, rest

periods, notice periods and variations to periods, notice periods and variations to working hours;working hours;

Rates of payRates of pay

An AwardAn Award Annual leave and leave Annual leave and leave

loading;loading; Long service leave;Long service leave; Sick leave and other forms of Sick leave and other forms of

leave;leave; Public HolidaysPublic Holidays Penalty rates;Penalty rates; Notice of terminationNotice of termination SuperannuationSuperannuation

An Enterprise agreementAn Enterprise agreement These are contracts between the employer These are contracts between the employer

and all his employees which negotiates and all his employees which negotiates different conditions from those set out different conditions from those set out in the awardin the award

An enterprise agreement usually relates to An enterprise agreement usually relates to a specific business and is designed to meet a specific business and is designed to meet the operations needs.the operations needs.

It must ensure that the Employees It must ensure that the Employees are not are not disadvantaged by notdisadvantaged by not being under being under the awardthe award

Workplace AgreementWorkplace Agreement

An individual agreement between An individual agreement between an employee and his/her employer.an employee and his/her employer.

Each employee within an enterprise Each employee within an enterprise may negotiate different conditions.may negotiate different conditions.

Award Award Pros and ConsPros and Cons

Minimum conditions Minimum conditions set by lawset by law

Difficult to Difficult to administer, different administer, different rates of pay Sat, rates of pay Sat, Sunday, public Sunday, public holidays etc holidays etc

Safety net for Safety net for employeesemployees

Employees not Employees not involved in involved in negotiation processnegotiation process

Penalty rates paid for Penalty rates paid for working unsocial working unsocial hourshours

Only minimum Only minimum conditions setconditions set

Penalty rates crippled Penalty rates crippled small businessessmall businesses

Enterprise AgreementEnterprise Agreement Pros and ConsPros and Cons

Employees involved in Employees involved in the negotiation processthe negotiation process

No penalty rates No penalty rates

Specific to a particular Specific to a particular enterprise so can be enterprise so can be tailored to suit the needs tailored to suit the needs of that enterpriseof that enterprise

In reality not all In reality not all employees are involved employees are involved in negotiationin negotiation

Open and two way Open and two way communication between communication between employer and employeeemployer and employeeEmployees feel Employees feel empowered, more empowered, more motivatedmotivated

Workchoices ( AWA)Workchoices ( AWA)Pros and ConsPros and Cons

Can tailor individual Can tailor individual contractscontracts

Takes away the safety net of Takes away the safety net of some minimum conditions set some minimum conditions set down in the award e.g. long down in the award e.g. long service leave and service leave and superannuation superannuation

Workers bargaining Workers bargaining power increased if power increased if staff shortages in a staff shortages in a particular industryparticular industry

Removed unfair dismissal laws Removed unfair dismissal laws for workers in organizations for workers in organizations with less than 100 employeeswith less than 100 employees

Easier for employers Easier for employers to sack unproductive to sack unproductive employeesemployees

Power of unions reduced/more Power of unions reduced/more difficult to take Industrial Actiondifficult to take Industrial Action

More flexible/ More flexible/ increased motivation increased motivation to work hardto work hard

Time consuming and difficult to Time consuming and difficult to negotiate individual negotiate individual agreementsagreements

What are Trade What are Trade UnionsUnions??:: An organization of employees for mutual aid An organization of employees for mutual aid

and protection, and for dealing collectively with and protection, and for dealing collectively with employers.employers.

   Trade unions came into being to protect and Trade unions came into being to protect and

better wages, hours of work, and conditions of better wages, hours of work, and conditions of employment for its members. As far back as employment for its members. As far back as the 1880’s, workers in Australia were the 1880’s, workers in Australia were combining into unions to provide mutual aid in combining into unions to provide mutual aid in cases of injury sickness or death and to seek cases of injury sickness or death and to seek better wages from employers.better wages from employers.

Liquor, Hospitality and Miscellaneous Workers Liquor, Hospitality and Miscellaneous Workers UnionUnion

  

What are the benefits of What are the benefits of joining a trade union?joining a trade union?

Assistance and advice on unfair dismissal Assistance and advice on unfair dismissal claims;claims;

Legal advice relating to working conditions and Legal advice relating to working conditions and non-work-related issues;non-work-related issues;

Legal representation in the event of a work-Legal representation in the event of a work-related dispute;related dispute;

Discounts on a range of services, such as Discounts on a range of services, such as dental care, holidays, tax return preparation, dental care, holidays, tax return preparation, retail outlets, financial planning, insurance retail outlets, financial planning, insurance (check your individual state union for specific (check your individual state union for specific details);details);

Assistance with workers compensation claims.Assistance with workers compensation claims.

What are Employer What are Employer Organisations?Organisations?

Associations representing the rights and Associations representing the rights and interests of employers within a particular interests of employers within a particular industry.industry.

The role of employer organisations is to The role of employer organisations is to represent their members in matters that represent their members in matters that relate to industrial relations.relate to industrial relations.

For example: the Business Council of For example: the Business Council of Australia forwarding recommendations on Australia forwarding recommendations on behalf of their members during the most behalf of their members during the most recent national wage case.recent national wage case.

What are Employer What are Employer Organisations?Organisations?

Examples of employer organisations Examples of employer organisations within the hospitality industry include: within the hospitality industry include: Australian Hotels Association (AHA);Australian Hotels Association (AHA); Clubs NSWClubs NSW Hotel, Motel and Accommodation Hotel, Motel and Accommodation

Association (HMAA);Association (HMAA); Restaurant and Caterers Industry Restaurant and Caterers Industry

Association of NSWAssociation of NSW

Sources of Information on the Sources of Information on the Hospitality IndustryHospitality Industry

MediaMedia Reference BooksReference Books LibrariesLibraries UnionsUnions Industry associationsIndustry associations Industry JournalsIndustry Journals InternetInternet Information ServicesInformation Services Personal observation and ExperiencePersonal observation and Experience Colleagues, supervisors and ManagersColleagues, supervisors and Managers Industry contacts, mentors and advisersIndustry contacts, mentors and advisers

Factors influencing Factors influencing Hospitality OperationsHospitality Operations

These factors are classified as These factors are classified as Internal and ExternalInternal and External

Internal are those that are within the Internal are those that are within the control of the organizationcontrol of the organization

Can you think of some ?Can you think of some ? For example: pricing, staffing, For example: pricing, staffing,

marketing and choice of menumarketing and choice of menu

Influences on the Influences on the Hospitality IndustryHospitality Industry

What are some of the more What are some of the more important important externalexternal factors that factors that impact on a Hospitality impact on a Hospitality operation?operation?

Industry Regulations

Market needs and Expectations Seasonal Variations

Political Climate/Global issues

Economic Climate

External Factors affecting Hospitality Operations

End of Session 2End of Session 2

Break Break 45 minutes45 minutes

Industry RegulationsIndustry Regulations Legislative requirements such as licenses to Legislative requirements such as licenses to

serve alcohol and gaming have a big serve alcohol and gaming have a big impact on hospitality enterprises.impact on hospitality enterprises.

The requirements of the Food Act and The requirements of the Food Act and OH&S Act all have an impact on the way an OH&S Act all have an impact on the way an establishment can operate.establishment can operate.

Smoking and Gaming legislation also Smoking and Gaming legislation also impact on the industryimpact on the industry

The main legislation affecting the industry The main legislation affecting the industry is;is;

LegislationLegislation HygieneHygiene The Food Act 2003 ( NSW)The Food Act 2003 ( NSW) Covers all aspects of hygiene and food handling, Covers all aspects of hygiene and food handling,

also the role of the health inspectoralso the role of the health inspector EnvironmentEnvironment Smoke Free Environment Act 2000Smoke Free Environment Act 2000 Illegal to smoke in many public areas including Illegal to smoke in many public areas including

restaurantsrestaurants Only allowed to smoke in assigned areas in bars Only allowed to smoke in assigned areas in bars

and clubsand clubs

LegislationLegislation Health and SafetyHealth and Safety OH&S Act 2000 (NSW)OH&S Act 2000 (NSW) OH&S Regulations OH&S Regulations

2001 (NSW)2001 (NSW) Ensures all places of Ensures all places of

work are safe and work are safe and healthyhealthy

LegislationLegislation Consumer ProtectionConsumer Protection Explain the two acts covering this area?Explain the two acts covering this area? Fair Trading Act 1987 (NSW)Fair Trading Act 1987 (NSW) Trade Practices Act 1974 ( Cth)Trade Practices Act 1974 ( Cth) Equal Employment OpportunityEqual Employment Opportunity Explain the two acts covering this area?Explain the two acts covering this area? EEO Act 1987 ( Cth)EEO Act 1987 ( Cth) Equal opportunity for Women in the workplace Equal opportunity for Women in the workplace

Act 1999Act 1999

Equal Employment Equal Employment Opportunity EEO Act 1987 Opportunity EEO Act 1987

(Cth)(Cth) Designed to ensure people are not Designed to ensure people are not

discriminated against on irrelevant discriminated against on irrelevant characteristics in the work place.characteristics in the work place.

Opportunities for advancement must Opportunities for advancement must be granted on merit irrespective of be granted on merit irrespective of gender, race, sexual preference, gender, race, sexual preference, disability or cultural backgrounddisability or cultural background

Equal Employment forEqual Employment for Women Women in the Workplace 1999in the Workplace 1999

What is it?What is it? Enterprises with more than 100 Enterprises with more than 100

employees are required to employees are required to improve female work improve female work opportunities.opportunities.

LegislationLegislationAnti- discrimination Act 1977 Anti- discrimination Act 1977

(NSW)(NSW)

Ensures fair and equitable access to Ensures fair and equitable access to services and facilities. It prohibits services and facilities. It prohibits discrimination against people discrimination against people regardless of gender, religion,race, regardless of gender, religion,race, culture age disability and sexual culture age disability and sexual preferencepreference

LegalisationLegalisation Liquor act 1982Liquor act 1982 covers Responsible covers Responsible

Service of AlcoholService of Alcohol Fair Trading Act 1987Fair Trading Act 1987 consumer law, It governs the issue of consumer law, It governs the issue of

product safety and product product safety and product information and ensures that business information and ensures that business do not give misleading information do not give misleading information about their products and servicesabout their products and services

Economic Climate:Economic Climate: Tourism is a luxury item, so when the Australian or Tourism is a luxury item, so when the Australian or

international climate is healthy people have more international climate is healthy people have more money to spend on things such as tourism.money to spend on things such as tourism.

In times of economic recession or turndown In times of economic recession or turndown businesses and individuals are more cautious about businesses and individuals are more cautious about spending money – especially on luxury items.spending money – especially on luxury items.

During these slow periods, individuals may choose During these slow periods, individuals may choose to downgrade their trip in terms of cheaper to downgrade their trip in terms of cheaper accommodation, length of stay, destination – or accommodation, length of stay, destination – or they may even cancel their trip altogether.they may even cancel their trip altogether.

This has an impact on the revenues and spending This has an impact on the revenues and spending ability of restaurants, hotels, attractions etc.ability of restaurants, hotels, attractions etc.

Exchange rates play a big role in encouraging or Exchange rates play a big role in encouraging or discouraging international travel. discouraging international travel.

Seasonal Conditions:Seasonal Conditions: The peak times for travel in and to Australia is during The peak times for travel in and to Australia is during

the months of September through to April.the months of September through to April. January, March, April and October record particularly January, March, April and October record particularly

high levels of travel.high levels of travel. For the business sector, the least popular times for For the business sector, the least popular times for

business trips is September, January and February.business trips is September, January and February. Seasonal conditions refer to not only the four seasons Seasonal conditions refer to not only the four seasons

of the year, but also other events or activities such as of the year, but also other events or activities such as school holidays, public holidays, traditional school holidays, public holidays, traditional celebrations such as Easter and Christmas.celebrations such as Easter and Christmas.

There are also many State / city events such as the There are also many State / city events such as the Mardi Gras and Melbourne Cup which attract visitors to Mardi Gras and Melbourne Cup which attract visitors to the area at different times.the area at different times.

Global issuesGlobal issues The political climate and general level of The political climate and general level of

safety in a country are important factors in safety in a country are important factors in consumer decision making.consumer decision making.

The threat of terrorism is a very serious The threat of terrorism is a very serious current issue. current issue. A tourist site will not attract A tourist site will not attract visitors unless it is part of a safe visitors unless it is part of a safe environment .environment .

Also SARS, bird flu etc have a major impact Also SARS, bird flu etc have a major impact on the Tourism and Hospitality industries.on the Tourism and Hospitality industries.

Market Needs and Market Needs and Expectations:Expectations: Globalization of business leading to more Globalization of business leading to more

travel for business purposes. Increases travel for business purposes. Increases expectations of customers regarding expectations of customers regarding facilities: both work and relaxation.facilities: both work and relaxation.

Travel has become more affordable to a Travel has become more affordable to a wider range of people leading to a wide range wider range of people leading to a wide range of accommodation styles.of accommodation styles.

Rising numbers and diversity of international Rising numbers and diversity of international travelers coming to Australia, leading to an travelers coming to Australia, leading to an increase in the need for awareness of cultural increase in the need for awareness of cultural needs and expectations.Current trend in needs and expectations.Current trend in Australia for short breaks rather than one Australia for short breaks rather than one long break leading to an increase in the long break leading to an increase in the popularity of weekend packages.popularity of weekend packages.

Keeping up to DateKeeping up to Date The hospitality industry is an ever-The hospitality industry is an ever-

changing industry. Keeping in touch is changing industry. Keeping in touch is vital.vital.

How?How? Working in the IndustryWorking in the Industry Trade and industry journalsTrade and industry journals Membership of Industry BodiesMembership of Industry Bodies Other: media reference booksOther: media reference books

Issues for the IndustryIssues for the Industry Government IssuesGovernment Issues Emerging marketsEmerging markets Environmental and social issuesEnvironmental and social issues Industry expansion or retractionIndustry expansion or retraction Labour IssuesLabour Issues

Social Impact of Tourism Social Impact of Tourism and Hospitalityand Hospitality

The social impact of hospitality and tourism refers to The social impact of hospitality and tourism refers to the manner in which tourism and travel effects the manner in which tourism and travel effects changes in collective and individual value systems, changes in collective and individual value systems, behavior patterns, community structures, lifestyle and behavior patterns, community structures, lifestyle and quality of life of host communities.quality of life of host communities.

Tourism and Hospitality can bring improvements in Tourism and Hospitality can bring improvements in lifestyle and quality of life but can also cause social lifestyle and quality of life but can also cause social problemsproblems

A serious social issue for the industry is gambling.A serious social issue for the industry is gambling. In the 12 months to June 2005 NSW clubs and pubs In the 12 months to June 2005 NSW clubs and pubs

reported a combined turnover of $52.8 billion from reported a combined turnover of $52.8 billion from pokie machines.pokie machines.

Environmental Impact of Environmental Impact of Tourism and Hospitality Tourism and Hospitality

Tourism and Hospitality are Tourism and Hospitality are environmentally dependent industries. environmentally dependent industries. Facilities and infrastructure are not enough Facilities and infrastructure are not enough by themselves to attract tourists.by themselves to attract tourists.

Tourism relies on both the natural and Tourism relies on both the natural and cultural environments of host communities cultural environments of host communities as these provide one of the major reasons as these provide one of the major reasons for visiting an area.for visiting an area.

A problem emerges: Tourism needs the A problem emerges: Tourism needs the environment to survive, and in using it so, environment to survive, and in using it so, can impact on it in such a way that the can impact on it in such a way that the tourism opportunity is destroyed!tourism opportunity is destroyed!

Factors associated with Factors associated with Hospitality that have a Hospitality that have a negative impact on the negative impact on the

EnvironmentEnvironment

Wasting resourcesWasting resources PollutersPolluters Destruction of natural wondersDestruction of natural wonders Problems of rubbish, Waste TrafficProblems of rubbish, Waste Traffic

Environmental Impact of Tourism Environmental Impact of Tourism and Hospitality Sectorsand Hospitality Sectors

Can you think of Can you think of some ways we can some ways we can address the negative address the negative impact of Hospitality impact of Hospitality on the Environment?on the Environment?

Ways to address the Ways to address the negative impact of negative impact of Hospitality on the Hospitality on the

EnvironmentEnvironment Solar-heatingSolar-heating Recycling of waste e. g paper , glassRecycling of waste e. g paper , glass Correct disposals of oil & fat Correct disposals of oil & fat Reusing containers Reusing containers Energy Efficient AppliancesEnergy Efficient Appliances Timers for heating and air conditioningTimers for heating and air conditioning Room keys for use of lightsRoom keys for use of lights Regular cleaning and maintenance of heating, Regular cleaning and maintenance of heating,

cooling, laundry cooking for efficient pollution-cooling, laundry cooking for efficient pollution-free runningfree running

Relationship with other Relationship with other IndustriesIndustries

The hospitality industry does not exist in The hospitality industry does not exist in isolation.isolation.

It is supported by various other business It is supported by various other business e.g. a local hotel would purchase local e.g. a local hotel would purchase local produce for Food and Beverageproduce for Food and Beverage

A tourist site will not attract visitors unless A tourist site will not attract visitors unless it is part of a safe environment and it has it is part of a safe environment and it has accessible transport options.accessible transport options.

Can you think of another example?Can you think of another example?

HSC Paper 2004HSC Paper 2004 This question was worth 7 marksThis question was worth 7 marks A)State one Ethical and one legal A)State one Ethical and one legal

issue which impacts on a Hospitality issue which impacts on a Hospitality EstablishmentEstablishment

B) Identify one piece of leglisation B) Identify one piece of leglisation and explain how it relates to the and explain how it relates to the Hospitality IndustryHospitality Industry

HSC Trial Paper 2005HSC Trial Paper 2005 This question was worth 9 marksThis question was worth 9 marks A)Identify two of the key departments A)Identify two of the key departments

within a Hospitality Establishmentwithin a Hospitality Establishment B) Explain the role and function of each of B) Explain the role and function of each of

these departments and describe the these departments and describe the interrelationship between theminterrelationship between them

C) Outline the career path of a front line C) Outline the career path of a front line hospitality Establishment Employeehospitality Establishment Employee

Question 21 2005 PaperQuestion 21 2005 Paper In the Hospitality Industry there are In the Hospitality Industry there are

issues of concernissues of concern within the areas within the areas of of environment,environment, employment employment andand International tourist marketsInternational tourist markets

Identify issues of concernIdentify issues of concern within within each of these areas, and each of these areas, and explain explain how they are being addressedhow they are being addressed

EnvironmentEnvironment Issues of ConcernIssues of Concern

How concerns are being How concerns are being addressedaddressed

Waste managementWaste management Recycling of waste, paper, glassRecycling of waste, paper, glassEnergy Conservation Energy Conservation Energy efficient AppliancesEnergy efficient Appliances

Timers for Heating and Air Timers for Heating and Air conditioningconditioningRoom keys for use of Lights Room keys for use of Lights Intercontinental Hotel programIntercontinental Hotel program

PollutionPollution Regular cleaning and Regular cleaning and maintenance of heating, cooling, maintenance of heating, cooling, laundry and cooking Equipment for laundry and cooking Equipment for efficient pollution-free runningefficient pollution-free runningCorrect Disposal of oils and fats Correct Disposal of oils and fats Anti Smoking Anti Smoking legalisation( although evidence legalisation( although evidence shown not being adhered to)shown not being adhered to)

Water ConservationWater Conservation Shower restrictorsShower restrictorsLaundry water reclaiming unitsLaundry water reclaiming units

Destruction of Natural Destruction of Natural wonderswonders

EcotourismEcotourism

EmploymentEmploymentIssues of ConcernIssues of Concern

How concerns are How concerns are being addressedbeing addressed

High Staff turnoverHigh Staff turnover Better incentives /Training Better incentives /Training A move to change perceptions to A move to change perceptions to see Hospitality as a long term see Hospitality as a long term careercareer

Expansion and contraction of the Expansion and contraction of the work force/ Job securitywork force/ Job security

As many hospitality operations are As many hospitality operations are seasonal expansion and seasonal expansion and contraction are inevitablecontraction are inevitable

Skills ShortageSkills ShortageR&C Association estimate that by R&C Association estimate that by 2025 all school leavers would need 2025 all school leavers would need to be entering the Hospitality to be entering the Hospitality industryindustry

In house training schemes In house training schemes focusing on increasing the focusing on increasing the relevancy of training deliveryrelevancy of training deliveryIndustry bodies and training Industry bodies and training providers working to develop providers working to develop competency based training and competency based training and new apprenticeship schemesnew apprenticeship schemesThe new labor agreement The new labor agreement between the R&C and the between the R&C and the government makes it easier to government makes it easier to recruit overseas chefs. recruit overseas chefs.

High cost of labourHigh cost of labourIndustrial relationsIndustrial relations

Workplace Relations Amendant Workplace Relations Amendant (Work Choices) Act 2005(Work Choices) Act 2005

International International Tourist MarketTourist MarketIssues of ConcernIssues of Concern

How the concerns How the concerns are being are being addressedaddressed

Risks of terrorismRisks of terrorism Increased SecurityIncreased SecurityImmigration/ Refugee Immigration/ Refugee managementmanagement

Affects the Affects the perception of tourists perception of tourists coming into Australiacoming into Australia

SARS/ Bird flu/ SARS/ Bird flu/ Pandemic virusesPandemic viruses

Stricter controlsStricter controls

Rising number and Rising number and diversity of diversity of international international travelerstravelers

Cultural awareness Cultural awareness programmesprogrammes