Maintain hospitality industry knowledge
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develop-and-update-tg, SITHIND001B R1
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- Personal attributes
| Skills and knowledge People working in the hospitality industry come face-to-face with the public every time they go to work. For people working in this industry, employers and customers expect staff to have, or develop: Social skills – these relate to the way a person reflects their own nature, personality and attitude to others, and the way they interact with other people Technical skills – these are the „hands-on‟ skills required to perform workplace tasks and duties Element 1: Seek information on the hospitality industry © ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge 35 Product knowledge – this is vital knowledge about the workplace where the employee works and knowledge about the products, services and facilities the venue offers for use/sale The right attitude – often said to be the little thing that makes the big difference. The hospitality industry demands employees Be multi-skilled – so they can work in more than one area/department Be committed and able to work long hours – as required by the individual workplace Be friendly and smile – and leave their personal problems at home Believe in the service ethic (see below) – and demonstrate a desire to be of service Be customer-focused in their orientation to work – rather than being self-focused or establishment-focused Have a practical, can do, hands-on attitude. Personal attributes Employee personal attributes expected by both employers and customers/guests include Good communication skills – verbal, nonverbal and written Smart presentation and grooming – taking into account personal hygiene, clothing, makeup and deportment A strong customer focus – recognising no business will ever survive or grow unless there is a strong focus on identifying and providing what customers want, need and prefer The ability to be a team player – yet with the ability to operate independently without direction Able to work well under pressure – when there are lots of customers, when things go wrong, when there are problems and/or when there are disputes/complaints Good technical skills – supported by accurate, current, comprehensive knowledge Honesty and dedication – to the job, to the venue, to work colleagues and to the customers A positive attitude – to the job, customers, and management especially when things are going wrong the Initiative – the ability to know what to do and when to do it without having to be told A sense of urgency when at work – realising customers must not be kept waiting and most jobs need to be completed by a set/nominated time. Frequently, another staff member is relying on you to complete your job before/so they can complete their job Reliability – it is critical to attend for work when rostered, without exception. If you ever have to miss a shift, it is vital to give your employer the maximum notice of this. Download 2.68 Mb. Share with your friends:
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