Element 3: Update hospitality
industry knowledge © ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge
75
Incorporating knowledge into everyday practice The basics of this include Working in accordance with new/revised requirements
– actual practice must reflect the changes/new knowledge Using new knowledge to modify personal work practices
– such as using new
information to devise abetter, safer or more effective way to do traditional tasks Updating printed materials
– such as checklists, standard operating procedures,
training materials, service standards, manuals Supplying information to customers that incorporates the new knowledge
– this can include
Responses
to customer questions Being proactive and offering information you deem will be of interest/important to individual customers without waiting to be asked for it.
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