Element 1: Seek information
on the hospitality industry 36
© ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge
Work ethic Work ethic is a term used to describe the individual approach taken by an employee towards their job. Employers are looking for staff to display a good work ethic which is characterised by a combination of factors such as Working hard at
the job they are paid to do – as opposed to slacking off or spending their time doing things not related to the job for which they are being paid Being diligent in their work
– which means
applying all their skills, talents, knowledge and experience to the job they are being paid to do and looking after the interests of both the customer and the business as part of those activities Being punctual and reliable
– meaning they turn up for all their rostered shifts and show up 10
– 15
minutes before time, dressed and ready for work It also means they never cease work at the rostered time if there is still work left to do in practice, this means they are not clock
watchers Showing initiative – this relates to being self-directed and making intelligent decisions on their own as opposed to constantly asking for direction/guidance, or waiting for instruction about what to do. The concept of an appropriate work ethic is summed up in doing a fair days work fora fair days pay … and doing a little bit extra.
Customer expectations Factors impacting on guest expectations Customers come with a variety of expectations
– these expectations can vary between individual customers or groups based on issues such as Their previous experience with/at
the venue – from earlier visits Advertising and claims made by the venue about what is provides, the style and quality of services and products Information they have obtained from what they
deem to be reliable sources – such as friends and family,
or trusted media writers, and reference books The amount of money paid
– most customers understand they can realistically only expect value-for-money and not value (in relation
to things such as quality, service levels and products) that significantly exceed the amount of money they have paid.
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