Front of House An area in the workplace is in the view of the public. Such areas include restaurants, bars, reception Informal Not according to the prescribed, official, or customary way or manner; irregular; unofficial Internal customer Someone with whom you have a professional relationship with the aim of working together to provide a product or service. Examples are staff and suppliers Language Body of and the systems for their use common to a people who are of the same or nation, the same geographical area, or the same cultural tradition Misunderstanding Failure to understand correctly; mistake as to meaning or intent; a disagreement or quarrel Offering Products and or services which are provided to an external customer OHS Occupational Health and Safety Prioritise To arrange or do in order of priority or importance Protocols The customs and regulations dealing with diplomatic formality, precedence, and etiquette Race A group of persons related by common or heredity Respect To hold in esteem or honour; to show regard or consideration for Stereotype A set of inaccurate, simplistic generalisations about a group that allows others to categorise them and treat them accordingly
Scope of authority The level of responsibility and action an individual has in relation to handling an issue Sensitivity Being able to show consideration toward another Sign Language Also called any of several visual-gestural systems of communication, especially employing manual gestures, as used among deaf people
Sales targets – in terms of dollars, units, number of covers, specific market demographics Performance targets for a particular project – such as date-linked budget figures for sales, labour, cost of goods sold, advertising, profit Increased productivity – which may be set for individuals or an entire department or property. In service industries there is always a potential down-side for productivity increases in that service levels often drop when such a push is made Achieving KPIs – which may relate to satisfaction surveys, compliance with store policies and protocols, achieving budgeted profit targets, reducing staffing levels to a predetermined level, successfully introducing a new initiative. Reporting deadlines All teams will have a time deadline in which to undertake different tasks and to achieve different targets. Meeting budgetary targets
The hospitality and tourism industries are leading examples of multicultural industries. Many workplaces are staffed with people from various cultures. Also staff interact with and serve people from different nations and cultural backgrounds. It is vital that all these people, whether staff and customers, are treated with respect and sensitivity. Social and cultural differences People are different. There are a number of things that make them different, including: The way they live – including where and how they live Language – their chosen language to communicate Traditional practices and observations –the way they conduct themself Values and principles – the importance placed on people, actions and things, and personal guidelines for living life Educational background – how far they got through schooling, and whether or not they undertook any further education
It is now recognised that communication comprises both ‘verbal communication’ and communication’: Verbal communication is questioning, listening and answering – the spoken word. Non-verbal communication is body language – facial expressions, eye contact, gestures and posture. It is important for the body language to match the verbal message so that there is no mismatch. This occurs for example when a positive verbal message is sent while the speaker is frowning and or looking annoyed. The listener will nearly always: Be confused what they are hearing or seeing Believe the message that the body language is sending, rather than believing the verbal message. Listening
Discussing the in a courteous manner – which will demonstrate a desire to fix the problem Speaking directly with the person concerned in a respectful way Apologising for offence or misunderstanding that may have been caused – even there is a belief that you personally did not say or do anything that genuinely merits an apology Taking time to talk with the person concerned – to truly identify the relevant aspects of the situation and determine the facts and feelings involved in the situations Asking for advice from the other party – to work out how similar future problems may be avoided or to determine what action to take in the future when a similar problem arises Seeking advice from a supervisor or manager about the issue – to gain the benefit of their experience with similar circumstances Attending mediation – there is a dispute between staff this provides an opportunity for both parties to air their views in front of an independent third person. This third party acts as a mediator and may have the final decision on the
Another name for rules is ‘etiquette’. Here are some rules, or email etiquette, that you should use when you write the information: Keep the short Do not write long sentences Do not use abbreviations – it can cause confusion or the recipient might not understand them. Some people use abbreviations such as FYI (for your information), BTW (by the way) and B4 (before) to make emails short, but it is better to write words in full Talk about only one subject in the email. If you need to talk about many things, write many emails Check your punctuation - make sure that periods, commas, capital letters are all correct Do not write in ALL CAPITAL LETTERS because it is like SHOUTING Do not use fancy fonts, because the recipient might not be able to see them on their computer. Use standard fonts like Arial or Times New Roman If you use colour in your writing, make sure it is easy-to-read