Presentation on theme: "SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE"— Presentation transcript:
1SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Introduction to hospitality and tourismTourism 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.
2SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working in tourism you will need:EnthusiasmA high standard of grooming and personal presentationThe ability to stay calm and work in an organised mannerTechnical skills, such as: cooking or customer serviceGood product knowledge – food and wineThe ability to work as part of a teamA service mentalityAn ability to work in a multi-cultural environment
3SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Multicultural environmentTourism 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.
4SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE What is the Tourism Sector all about?There are basically two types of travellers in the tourism sector; Business travellers and tourists.These include areas such as:ConferencesNatural features such as: beaches, mountains, forests, Great Barrier Reef, Uluru, etc.Complementary industries, such as the wine industryTours and sightseeingAttractions, such as: theme parks, museums and theatre showsSports and special eventsTour managers accompany tourists on extended touring programs
5SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Tourism sector career pathsPossible job opportunities in tourism:Managers of all sectorsSalesMarketingCustomer serviceTicket salesFood and beverageTour guidesInterpretersTravel planning and sales (travel agent)Conference managerConference coordinatorMaintenance staffCleaning staffEvent managementSecurityFlight attendants
7SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Main tourism productsAccommodationFood and Liquor ServiceEntertainmentRecreationWineRelaxationFunctions and BanquetsSecurityGamingTransportNatural attractionsTheme parksSpeciality venuesEvents
8SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Add on servicesHire carsToursAir servicesIslandsCurrency exchangeTour guidesTravel insuranceVisa servicesDuty free stores
9SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Where to get tourism informationOptions for obtaining information:Internet websitesTrade magazinesTrade showsFriends and colleaguesTraining coursesVisiting hospitality venuesTV travel and cooking showsNewspapersMagazinesWebsites
10SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Visitor Information CentreThey will have information such as: Local golf clubsChurch servicesDoctorsHospitalsDentistsRestaurantsBanking facilitiesTheme parksAccommodationHistory of the areaGalleriesSporting eventsFestivalsWineriesTourist attractionsNatural attractionsThe environmentToursDisability access to venues
11SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE SmartravellerThe 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.
12SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Activity 1What 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?
13SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Use tourism knowledgeOffer advice to clientsProvide extra servicesCareerTie ups
14SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Special needsBe 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.
15SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Hospitality and tourism laws and legislationMany things in our society are governed by laws.For example:You need a licence to drive a carYou must be over 18 to buy alcoholBusinesses must provide a safe workplaceWorkers must be paid a fair wageBusiness and people must pay tax (if working)
16SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE In Australia there are three levels of government which administer government laws and legislationCommonwealthStateLocal government
17SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Some of the other laws which cover the hospitality and tourism sector are:Anti-discriminationBuilding regulationsCasinosConsumer protectionEqual employment opportunityEnvironmental lawsFood hygiene lawsGamingHealth and hygieneLiquor licensingTrade practicesWorkers' compensationWorkplace health and safety/duty of careWorkplace relationsTaxationIndustrial relations (working conditions)Child sex tourism lawsTourism Service Act (Queensland)
18SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Businesses rights and responsibilitiesEmployer responsibilities:To provide a safe working environmentTo provide the product or service that they claim to provideTo pay all relevant taxes such as PAYG taxes from staff wages, GST, payroll tax, liquor tax, etc.Abide by the Food Act in your StateAbide by the Liquor act in your StatePay staff the correct wages, superannuationProvide staff the correct working conditionsAbide by the Trades Practices ActAbide by anti-discrimination lawsAbiding by licensing trading hours and practicesTo carry out business in an honest and ethical way
19SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Employee rights (but not limited to)To be paid according to the correct Award or AgreementTo have a safe and secure working environmentTo have a workplace free of discrimination and harassmentEmployee responsibilities (but not limited to)Carry out their workplace duties of the job role they haveFollow workplace health and safety requirements and not put others at riskTreat others in a respectful, non-discriminatory and non- harassing wayTo act with honesty and integrity in carrying out workplace duties
20SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE The Travel Insurance Compensation FundThe 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.
21SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Industrial relations and Trades UnionsA 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 – AFTAThe Australian Federation of Travel Agents is the peak body representing travel agents in Australia.
22SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working conditionsThe tourism and hospitality industry is made up of two distinctive groups of workers:Those who work on a full time permanent basis and have a career in hospitalityThose who may consider their career elsewhere but work on a part time or casual basis, such as: a student studying at university working as a part time amusement ride operator.
23SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Anti DiscriminationAustralia has very strict laws regarding employment discrimination and any discrimination regarding the following items is illegal:RaceColourSexMental disabilityMarital statusSexual preferencePregnancyReligionPolitical opinionSocial origin
24SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE AwardAn 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
25SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Modern AwardsAustralia now has a system of ‘Modern Awards’These Modern Awards commence from 1 January Modern Awards create one set of minimum conditions for all employees and employers across Australia. Staff may not be paid less than, or have conditions below these Modern Awards.New modern awards:General Industry Retail Award 2010 (travel agents)Amusement Events and Recreational Award 2010 (theme parks)Hospitality Industry (General) Award 2010
26SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working conditions for permanent employees
27SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working conditions for part time employees
28SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working conditions for casual employees
29SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Public HolidaysMost Australian States have about 11 or 12 public holidays and these are generally as follows:New years dayChristmas dayBoxing dayAustralia dayGood FridayEaster SaturdayEaster MondayANZAC dayQueen’s birthdayLabour day
30SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE BreaksStaff 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.
31SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE OvertimeWhen 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.
32SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Annual LeaveFull time workers are entitled to 20 days leave per year for continuous service.In calculating ‘continuous service’ we must include the following:Annual leavePublic holidaysLong service leaveSick leaveBereavement leaveLeave while off following a workplace accident or injuryTemporary stand down where the employee was not at fault
33SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE 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:between 18 and 69 years old (inclusive)are paid $450 (before tax) or more in salary or wages in a monthwork full-time, part-time or on a casual basis.
34SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Workers’ compensationThis pays the medical expenses and wages for the injured workerTrainingTraining 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 amenitiesSome 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.
35SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Activity 21. What Award or workplace agreement are you paid by in your workplace?
36SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Resignation and terminationAn 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.
37SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Sources of industrial relations informationInformation on the different workplace agreements is available from any of the following places:your employeryour State or Federal Government Department of Industrial Relationsindustry associations such as Chamber of Commerce and Industry or the Australian Hotels AssociationunionsGovernment or union websitesGovernment help telephone linessolicitorslegal aid servicesOther friends working in the same industry
38SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Equal employment opportunityEqual 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.
39SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE New TechnologiesInternet services now easily available:Book airline ticketsBook train ticketsBook hotel roomsBuy travel insuranceSeek destination informationBuy theatre ticketsRead hotel and restaurant reviewsTravel blogsRestaurant blogsSports and concert tickets
40SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE SmartphonesNew Smartphones and Smartphone apps have new technologies which are being applied to more and more tasks all the time.Audio guidesAudio guides have been used for a long time at venues such as museums and historical sites.Tourism research bodiesThere 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.
41SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Update and maintain local knowledgeIt 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 CentreVisitFeedbackDiscussReadlist
42SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Activity 3Looking 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?
43SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Communication skillsMany 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.
44SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Etiquette and good mannersManners might seem old fashioned to some people but in the tourist business manners are essential.Call male guests “Sir” or use their name; Mr Smith.Call female guests “Madam” or use their name; Mrs Smith.Let the guest walk through a door first.Hold open a door for a guest.Say “Thank you”.Listen when they talk.Offer your help
45SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Handling customer complaintsThings 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.
46SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Active ListeningActive listening involves:Hearing the speakerFacing the person and looking at them in the eyesPay attentionGive feedbackAsk questions to clarify understandingTake notes if appropriateShow interest.Use their name when talking to themSmile if appropriate or at least do not look angry
47SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE The six steps to handling a customer complaintListenLet the person making the complaint talk and tell you what the problem is, do not interupt, just listenAcknowledgeEstablish the exact nature of the complaint, ask questions if you need to clarify the complaint. Acknowledge the complaintRespondAdvise the customer of what you can do to resolve the complaint. Check that this will satisfy the customerTake ActionTake action to fix the complaint, (only take action you are authorised to do)ReportReport complaints to your supervisor if you cannot resolve the situation yourself. Report referral to the customerFollow upFollow up with the customer to ensure that the complaint has been resolved to their satisifaction. Complete company report
48SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Share information with colleaguesThis may involve:Making file notes.Providing a memo update.Removing old or out of date written material.Sharing the information at a staff briefing or staff meeting.Making changes to induction training.Making changes to the hotel television channel.An article in the staff newsletter.An to the relevant staff.Verbally talking to staff.
49SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Taking accurate messages and notesWhen taking telephone messagesAccurately write down the information.Include the date and time the person called.Include who the message is from and how they can be contactedExplain the message in a short, clear way.Show your name and that you took the message.Never argue with customersAlways end the call politelyReturn telephone calls promptly!Check your messages regularly
50SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Current tourism issuesWorking conditionsHigh Australian dollarCarbon taxEconomySkill shortageResponsible service of alcoholInternet.Technology
51SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE These PowerPoints are designed to match Version 1 of the student resource.