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SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE

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Presentation on theme: "SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE"— Presentation transcript:

1 SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE
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.

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Working in tourism you will need: Enthusiasm A high standard of grooming and personal presentation The ability to stay calm and work in an organised manner Technical skills, such as: cooking or customer service Good product knowledge – food and wine The ability to work as part of a team A service mentality An ability to work in a multi-cultural environment

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Multicultural environment 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.

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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: Conferences Natural features such as: beaches, mountains, forests, Great Barrier Reef, Uluru, etc. Complementary industries, such as the wine industry Tours and sightseeing Attractions, such as: theme parks, museums and theatre shows Sports and special events Tour managers accompany tourists on extended touring programs

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Tourism sector career paths    Possible job opportunities in tourism: Managers of all sectors Sales Marketing Customer service Ticket sales Food and beverage Tour guides Interpreters Travel planning and sales (travel agent) Conference manager Conference coordinator Maintenance staff Cleaning staff Event management Security Flight attendants

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Theme parks Tour companies Travel agents Casinos Hotels Airlines Speciality venues Art galleries Reception venues

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Main tourism products Accommodation Food and Liquor Service Entertainment Recreation Wine Relaxation Functions and Banquets Security Gaming Transport Natural attractions Theme parks Speciality venues Events

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Add on services Hire cars Tours Air services Islands Currency exchange Tour guides Travel insurance Visa services Duty free stores

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Where to get tourism information Options for obtaining information: Internet websites Trade magazines Trade shows Friends and colleagues Training courses Visiting hospitality venues TV travel and cooking shows Newspapers Magazines Websites

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Visitor Information Centre They will have information such as:   Local golf clubs Church services Doctors Hospitals Dentists Restaurants Banking facilities Theme parks Accommodation History of the area Galleries Sporting events Festivals Wineries Tourist attractions Natural attractions The environment Tours Disability access to venues

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Smartraveller 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.

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Activity 1 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?

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Use tourism knowledge    Offer advice to clients Provide extra services Career Tie ups

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Special needs 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.

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Hospitality and tourism laws and legislation Many things in our society are governed by laws. For example: You need a licence to drive a car You must be over 18 to buy alcohol Businesses must provide a safe workplace Workers must be paid a fair wage Business and people must pay tax (if working)

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In Australia there are three levels of government which administer government laws and legislation Commonwealth State Local government

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Some of the other laws which cover the hospitality and tourism sector are: Anti-discrimination Building regulations Casinos Consumer protection Equal employment opportunity Environmental laws Food hygiene laws Gaming Health and hygiene Liquor licensing Trade practices Workers' compensation Workplace health and safety/duty of care Workplace relations Taxation Industrial relations (working conditions) Child sex tourism laws Tourism Service Act (Queensland)

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Businesses rights and responsibilities Employer responsibilities: To provide a safe working environment To provide the product or service that they claim to provide To pay all relevant taxes such as PAYG taxes from staff wages, GST, payroll tax, liquor tax, etc. Abide by the Food Act in your State Abide by the Liquor act in your State Pay staff the correct wages, superannuation Provide staff the correct working conditions Abide by the Trades Practices Act Abide by anti-discrimination laws Abiding by licensing trading hours and practices To carry out business in an honest and ethical way

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Employee rights (but not limited to) To be paid according to the correct Award or Agreement To have a safe and secure working environment To have a workplace free of discrimination and harassment Employee responsibilities (but not limited to) Carry out their workplace duties of the job role they have Follow workplace health and safety requirements and not put others at risk Treat others in a respectful, non-discriminatory and non- harassing way To act with honesty and integrity in carrying out workplace duties

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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.

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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.

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Working conditions The 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 hospitality Those 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.

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Anti Discrimination Australia has very strict laws regarding employment discrimination and any discrimination regarding the following items is illegal: Race Colour Sex Mental disability Marital status Sexual preference Pregnancy Religion Political opinion Social origin

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Award 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

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Modern Awards Australia 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

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Working conditions for permanent employees

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Working conditions for part time employees

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Working conditions for casual employees

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Public Holidays Most Australian States have about 11 or 12 public holidays and these are generally as follows: New years day Christmas day Boxing day Australia day Good Friday Easter Saturday Easter Monday ANZAC day Queen’s birthday Labour day

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Breaks 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.

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Overtime 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.

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Annual Leave Full time workers are entitled to 20 days leave per year for continuous service. In calculating ‘continuous service’ we must include the following: Annual leave Public holidays Long service leave Sick leave Bereavement leave Leave while off following a workplace accident or injury Temporary stand down where the employee was not at fault

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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 month work full-time, part-time or on a casual basis.

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Workers’ compensation This pays the medical expenses and wages for the injured worker Training 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.

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Activity 2 1. What Award or workplace agreement are you paid by in your workplace?

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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.

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Sources of industrial relations information Information on the different workplace agreements is available from any of the following places: your employer your State or Federal Government Department of Industrial Relations industry associations such as Chamber of Commerce and Industry or the Australian Hotels Association unions Government or union websites Government help telephone lines solicitors legal aid services Other friends working in the same industry

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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.

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New Technologies Internet services now easily available: Book airline tickets Book train tickets Book hotel rooms Buy travel insurance Seek destination information Buy theatre tickets Read hotel and restaurant reviews Travel blogs Restaurant blogs Sports and concert tickets

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Smartphones New Smartphones and Smartphone apps have new technologies which are being applied to more and more tasks all the time.    Audio guides 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.

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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 Visit Feedback Discuss Read list

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Activity 3 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?

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Communication skills 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.

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Etiquette and good manners Manners 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

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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.

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Active Listening Active listening involves: Hearing the speaker Facing the person and looking at them in the eyes Pay attention Give feedback Ask questions to clarify understanding Take notes if appropriate Show interest. Use their name when talking to them Smile if appropriate or at least do not look angry

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The six steps to handling a customer complaint Listen Let the person making the complaint talk and tell you what the problem is, do not interupt, just listen Acknowledge Establish the exact nature of the complaint, ask questions if you need to clarify the complaint. Acknowledge the complaint Respond Advise the customer of what you can do to resolve the complaint. Check that this will satisfy the customer Take Action Take action to fix the complaint, (only take action you are authorised to do) Report Report complaints to your supervisor if you cannot resolve the situation yourself. Report referral to the customer Follow up Follow up with the customer to ensure that the complaint has been resolved to their satisifaction. Complete company report

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Share information with colleagues This 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.

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Taking accurate messages and notes When taking telephone messages Accurately write down the information. Include the date and time the person called. Include who the message is from and how they can be contacted Explain the message in a short, clear way. Show your name and that you took the message. Never argue with customers Always end the call politely Return telephone calls promptly! Check your messages regularly

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Current tourism issues    Working conditions High Australian dollar Carbon tax Economy Skill shortage Responsible service of alcohol Internet. Technology

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These PowerPoints are designed to match Version 1 of the student resource.


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