Maintain hospitality industry knowledge
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develop-and-update-tg, SITHIND001B R1
| Pricing This is a potentially complex issue and one which varies between venues and even within the same venue. Pricing can also vary between times of the year or the time of day – accommodation properties generally charge premium (high) rates during peak seasons (such as holiday times and traditional periods when there is a high level of bookings) and many bars feature a Happy Hour at set times. Ethical matters relating to pricing include Charging customers for all products and services they can legitimately charged for – but making sure they are not charged for items provided free-of-charge (such as inclusions involved in package deals, or for items obtained by another customer Offering and allowing discounts that are appropriate to individual customers – and not allowing discounts to people who are not entitled to them Ensuring staff members are charged for products and services they receive – many properties will allow a staff discount but generally speaking staff are not allowed to use/have products and/or services for free Ensuring prices quoted to customers are correct and not deliberately and/or misleadingly low in order to encourage people to attend the venue only to find, on arrival, prices are actually higher than quoted Keep promises made in relation to prices – this needs to be discussed with management but many properties will honour a quote given to customers/a client even where the business will suffer a loss as a result of doing sob Tipping Tips – also known as gratuities – are given by customers to staff, usually to acknowledge high levels of service. Staff must realise they are not entitled to a tip and customers are not obliged to give them one. Some venues will include in their advertising Tipping is not allowed or some similar phrase to indicate to guests there is no need for them to tip staff. Where tipping is apart of the way the business operates, two options generally exist Tips are pooled – this means all the tips from all staff (perhaps all staff within the venue, or just all staff within a department) are pooled together and then split up equally or according to some agreed ratio) at the end of the shift, day or week Tips received become the sole property of those to whom they are given – this means there is no sharing. Element 2: Source and apply information on legal and ethical issues for the hospitality industry © ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge 59 Tips are mainly given in cash form but customers who settle their account via credit card may also add a gratuity to the total, meaning internal arrangements must be followed to ensure the tip finds it way to the intended person some form of house rule will apply where the tip applies to a stay where lots of different people/departments were involved to ensure everyone gets their share. In relation to tips it is imperative You do not give the impression to customers/guests a tip is expected You do not show annoyance if a tip is not forthcoming from a customer/guest – subsequent service to the customer (or other customers) must also not suffer as a result of the customer not giving a tip All tips must be recognised and acknowledged, regardless of how little the tip might be – always thank the guest in a sincere fashion. Download 2.68 Mb. Share with your friends:
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