Trade magazines – which may be purchased from newsagents or obtained via subscription Newspapers – many large circulation newspapers feature some aspect of the hospitality or travel and tourism industries on a regular basis – these features can included food, travel and attractions reviews; industry movements (of staff between different employers), travel articles about destinations, issues of interest . Find out the days these features appear and take the time to read them Libraries – public libraries and training institute libraries are a great source of free material. The local library should be visited and its contents viewed. Libraries can usually also arrange inter-library loans Newsletters – these usually come in electronic form and are mostly free of charge. They are often produced by industry suppliers or support services and government agencies and made available as a marketing or communication tool – they commonly contain a significant advertising component (which in itself can be useful), but they also can contain many useful items that can be readily applied in working life. Brochures, price lists, schedules – most venues, attractions, suppliers and service support industries provide some form of printed material to assist with learning about their: Products and services Contact details for their business, including hours of operation Prices Terms of trade Advertisements – whether in the newspaper or in other formats (TV, flyers) these are an excellent source of information about new products and services, changes to existing products, prices, special deals and offers telephone book – this is a good source of basic information especially where the business, venue, body or organisation has a display advertisement to explain what they have to offer. Class Activity – Review of Written Materials Trainer assembles a variety of written materials (as outlines on the slide) that can be used by trainees to develop industry knowledge, and: Distributes materials to trainees for their consideration/to look through Discusses the relative merits of each sample item Identifies the type of information each item presents Identifies how/where each item was obtained. Trainer should allow 1 hour for trainees to read through these items. Slide Slide No Trainer Notes
Nominated positions – these are the job roles: each job role will have allocated responsibilities and tasks Not all venues will have all the departments presented – departments will reflect the individual needs of each property An ‘organisation chart’ identified the departments and positions in a business – and the reporting lines, lines of communication and lines of authority. Class Activity – Organisation Chart Trainer obtains an organisation chart for a local venue and: Distributes same to trainees Identifies and describes the positions shown on the chart Identifies and explains the relationship between different positions on the chart as indicated by the lines on the document Explains how the organisation chart can be used by trainees as a template for planning a career within a venue. Slide Slide No Trainer Notes Trainer presents to trainees information relating to the Food and Beverage department in a venue advising activities or responsibilities include: Serving beverages in bars – and providing waiting and service duties for dining as well as sometimes room service and functions Serving food and beverage in restaurants – taking orders for meals and drinks, delivering meals and drinks to tables, clearing tables for fine-dining, brasserie, bistro, al fresco dining situations Preparing and providing food items – providing basic food preparation for different foods for various food outlets within the venue from a main kitchen or related preparation areas. Slide No Trainer Notes Trainer continues to present to trainees information relating to the Food and Beverage department in a venue advising activities and responsibilities include: Organizing and servicing banquets, functions, and conferences – providing waiting and other duties for special and large events Providing room service – providing service for an in-room dining service or the service of beverages to a guest room Providing mini-bar service – re-stocking liquor, soft drink and snacks in the guest mini-bar, and completing supporting documentation to support charges to the guest account Calculating accounts and daily takings – performing cashier functions for payments received
Trainer advises trainees in relation to being able to provide useful and interesting information to visitors about local infrastructure (power generation and roads) they need to be able to: Start and expected finish dates Amount of money being spent Purpose of the work – benefits it will bring to the locals, industry, the country, other countries Funding body – indicating, for example, contributions by other countries Unique detail of the work – for example (depending on the nature of the infrastructure): Length of road being made or track being laid Number of train stations Amount of power able to be generated Techniques used specific to local, geographic area Environmental issues taken into account Size and dimensions – such as ‘largest in the world’, or ‘second-largest hydro-electric plant’. Slide No Trainer Notes Trainer advises trainees in relation to being able to provide useful and interesting information to visitors about local entertainment (such as sporting events, arts, plays, music and public occasions) and recreation attractions (such as amusement and theme parks, activities and leisure pursuits) they need to be able to identify: Names and locations of entertainment and recreation venues – these may include: Theatres and cinemas Gardens and Sporting complexes Zoos Dates each facility was built as well as venue-specific information such as (as applicable): Types of events previously held there Seating capacity Number of courts, types of animals, special facilities within each venue Name of show, displays, activities currently available Opening times and days – including knowledge about days the venue may be closed to the public Cost – to enter, and for tickets, tours and merchandise – including specials or package deals. Slide
Slide No Trainer Notes Trainer continues to identify to trainees employer responsibilities: Ensuring appropriate insurance is out to cover workers and patrons – such as workers’ compensation insurance and public liability insurance Offering products and services that conform to what is advertised – and is fit for the purpose it is intended Being a responsible corporate citizen and community member – by actions such as buying locally, employing local people, paying accounts on time, participating in local events, contributing to the local community. Slide No Trainer Notes Trainer identifies to trainees the rights they have in the workplace: Being paid, and working under conditions in-keeping with awards or other employment instruments A workplace free of discrimination – including equal access to training, promotion, resources and information A safe and secure working environment – including freedom from bullying and harassment of all types (including sexual harassment) from both employer and fellow employees. Slide No Trainer Notes Trainer identifies to trainees the responsibilities they are under in the workplace: Undertaking duties as they to their employment category – and not being expected to perform tasks in other areas Not acting in a discriminatory manner – towards their employer, colleagues or customers
Slide No Trainer Trainer explains to trainees ‘customers’ include guests, friends of guests and visitors generally – they can be individuals, families or groups of business people or tour groups. Trainer presents to trainees ways to new knowledge with customers (depending on the type of information involved) can include: Verbally providing advice that includes the new information – supplementing information with hard copy materials such as maps, brochures and handouts Preparing posters to the information – and placing these posters in high visibility areas such as reception and elevators or in information areas located near reception or foyer area Producing handouts – perhaps of recipes, local events, sample itineraries for local trips (it is a good idea to develop a series of trips of this nature focusing on two-hour trips, half-day trips and full-day trips). Slide Slide No Trainer Notes Trainer advises trainees about other techniques for incorporating new or revised knowledge into everyday workplace practice: Working in accordance with new/revised requirements – actual practice must reflect the changes or new knowledge new knowledge to modify personal work practices – such as using new information to devise a better, safer or more effective way to do traditional tasks Updating printed materials – such as checklists, standard operating procedures, training materials, service standards, manuals Supplying information to customers that incorporates the new knowledge – this can include: Responses to customer questions Being proactive and offering information of interest/important to individual customers without waiting to be asked for it. Slide Slide No Trainer Notes Trainer provides a recap of the Element asking questions to check trainee understanding and responding to questions from trainees, as required.