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.
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