SITHIND004 Work effectively in hospitality service
In this unit you will learn how to;
- Prepare for service
- Provide service
- Complete operational tasks
- Complete end of shift duties
Introduction
Hospitality is a dynamic and fast growing industry that offers many different career opportunities. You may work in sectors such as clubs, bars, hotels or restaurants and fulfil roles from wait staff to chef to senior management positions … and your work could take you to any part of the world.
Working in hospitality incorporates a range of work requirements that may include the preparation of work areas and food products, providing service, closedown of work areas as well as using a range of techniques, equipment and materials. It will involve taking responsibility for your own personal outputs, working as part of a team and taking limited responsibility for the work of others.
A somewhat busy and exciting industry, working in hospitality requires lots of energy, good communication and customer service skills. It may involve night and weekend work, however it can also provide opportunities to travel and meet new people.
Hospitality is an industry that requires passion and a willingness to provide quality service and to work effectively with others to ensure this happens.
Preparing for service
Providing good customer service is about more than simply smiling at customers; it takes a good deal of preparation and cooperation with others to ensure that service runs smoothly. This means careful organisation and planning.
Planning, in turn, involves developing goals and designing procedures to achieve those goals. You need to know what tasks must be completed and the order in which they should be done. It also involves deciding who is responsible for each task and what equipment and products are needed to provide a service.
Hospitality trends are constantly changing so management must continue to pay attention close to the way in which their establishment is running, particularly with competition in mind. Having a well-developed plan, incorporating systems and procedures can create a profitable business that is flexible in today’s market.
In this section you will learn the skills and knowledge you need to:
- Plan and organise tasks from organisational information.
- Discuss and confirm service requirements with supervisors as required
- Prepare work area, equipment and supplies according to procedures to meet service requirements.
Planning and organising tasks
The tasks you perform each and every day will depend entirely on the sector of the hospitality industry you work in, your own job role and the organisations processes and procedures.
Procedures are developed by an organisation to ensure staff are aware of what tasks need to be completed and to what standard they must be completed to achieve quality service. They will also provide staff with guidance on legislative compliance issues; workplace procedures that you are required, by law, to follow.
So in order to properly plan organisational tasks you will need to know about:
- availability of products, services and specials offered by your organisation
- beverage lists and how different beverages compliment chosen meals
- current promotions, events and entertainment
- event or function running sheets to ensure each step in the process is performed correctly and on time
- legal obligations of the workplace
- job role and tasks to be performed by each team member
- local area and venue facilities so that you can provide customers with information
- menus, so that you can offer assistance to customers in making choices
- staff rosters to ensure there are always sufficient staff on hand to provide service
With a full understanding of this information you will then be able to properly plan and organise the tasks to be completed.… continued in learner guide ….