Maintain hospitality industry knowledge hrsc 08 hot. C 08 Assessor Manual

Competency Based Assessment (CBA) – An introduction for assessors 7

Competency Standard 19

Oral Questions 26

a)Ask student questions from the attached list to confirm knowledge, as necessary 26

b)Place tick in boxes to reflect student achievement (Pass Competent ‘PC’ or Not Yet Competent ‘NYC’) 26

c)Write short-form student answer in the space provided for each question. 26

d)Tell me about the sources of information on hotel and travel industries you use in order to obtain and maintain industry knowledge: what are they and how do you access/use them? 26

e)Give me an example of how you have used information from one of the sources mentioned in your previous answer to enhance your performance in the workplace. 26

f)Tell me about the sources of information on your industry sector you use to obtain and maintain industry knowledge: what are they and how do you access/use them? 27

g)Give me an example of how you have used information from one of the sector-specific sources mentioned in your previous answer to enhance your performance in the workplace. 27

h)What sources do you use to obtain information about other industries to help with your workplace activities? 27

i)Give me an example of how you have obtained information about a legal matter or ethical issue to assist with your day-to-day work activities: what source did you use? How did you access this information? 28

j)How do you ensure others in the workplace use the information you have obtained from various sources to perform their work in accordance with required legal and ethical requirements? 28

k)What opportunities are available to you in your workplace to up-date general knowledge of the hotel and/or travel industries? 28

l)How do you monitor current issues of concern to the industry type/sector in which you work: what sources do you use/refer to in order to do this? 29

m)Tell me how you might share up-dated knowledge about your industry/industry sector with customers on a day-to-day basis that enhances their experience by improving the service/information you provide to them. 29

Written Questions 30

n)Give three reasons it is important to have up-to-date industry information. 30

o)List four examples of written materials that can be used to obtain and update industry knowledge and information. 30

p)What is identified in the notes as an important source of industry information and ‘probably the first contact you should make when seeking to develop local industry knowledge in relation to hotels and travel’? 30

q)What is identified in the notes as the key to obtaining any information? 30

r)Identify four practical ways to obtain industry information. 31

s)In relation to the hospitality industry, what do the following stand for? 31

t)List three different business types operating within the broad definition of the hospitality industry. 31

u)List three possible tasks in the F&B department. 31

v)Name four departments (other than F&B) that could be found in the hospitality industry. 31

w)Give three examples of natural attractions. 32

x)Identify five roles involved in the job of Tour Guide. 32

y)List three personal attributes required of employees in the hospitality industry. 32

z)List four factors that combine to produce what is characterized as a good/acceptable ‘work ethic’. 32

aa)At a personal/career level identify four topics about your role which you should capture information on. 32

ab)What are the three steps that should be followed when asked a question by a customer that you do not know the answer to? 33

ac)Answer ‘True’ or ‘False’ to the following statement: In order for what you have learned to be of some use, you have to put it into practice – you have to change what you do based on the new knowledge you have acquired. 33

ad)Explain what is meant by the term ‘scope of authority’. 33

ae)Give three generic examples of how industry knowledge can be used to enhance workplace performance. 33

af)What are the four pieces of basic information you should know about industries/businesses in your area in order to be able to enhance work performance? 33

ag)In relation to local ‘food production’ industries, identify three general pieces of information you should know about in order to enhance service and benefit visitors/customers. 35

ah)Answer ‘True’ or ‘False’ to the following statement: Under ‘duty of care’ obligations all venues and staff must take action to avoid foreseeable harm/injury occurring to customers. 35

ai)To protect customer privacy, identify four pieces of information about an individual customer that must not be released by staff/the venue to others. 35

aj)List three workplace matters/issues staff are expected to keep confidential. 35

ak)What is ‘overbooking’? 35

al)What are the two basic options used in the industry regarding gratuities received by staff? 37

am)List four employer workplace responsibilities. 37

an)List four employee workplace responsibilities. 37

ao)Identify three issues to monitor when updating general industry information. 37

ap)List three learning options enabling you to update your general industry knowledge. 37

aq)Identify three ways to identify issues of concern to the industry. 38

ar)List three generic issues that can/do cause concern for the industry. 38

as)Identify three basic ways to share updated industry information with fellow employees. 38

at)List three basics for employees to follow to incorporate knowledge into everyday practice. 38

Answers to Written Questions 40

au)Give three reasons it is important to have up-to-date industry information. 40

av)List four examples of written materials that can be used to obtain and update industry knowledge and information 40

aw)What is identified in the notes as an important source of industry information and ‘probably the first contact you should make when seeking to develop local industry knowledge in relation to hotels and travel’? 41

ax)What is identified in the notes as the key to obtaining any information? 41

ay)Identify four practical ways to obtain industry information? 41

az)In relation to the hospitality industry, what do the following stand for? 41

ba)List three different business types operating within the broad definition of the hospitality industry? 41

bb)List three possible tasks in the F&B department. 42

bc)Name four departments (other than F&B) that could be found in the hospitality industry? 42

bd)Give three examples of natural attractions. 42

be) Identify five roles involved in the job of Tour Guide. 43

bf)List three personal attributes required of employees in the hospitality industry. 43

bg)List four factors that combine to produce what is characterized as a good/acceptable ‘work ethic’. 43

bh)At a personal/career level identify four topics about your role which you should capture information on. 45

bi)What are the three steps that should be followed when asked a question by a customer that you do not know the answer to? 45

bj)Answer ‘True’ or ‘False’ to the following statement: In order for what you have learned to be of some use, you have to put it into practice – you have to change what you do based on the new knowledge you have acquired. 45

bk)Explain what is meant by the term ‘scope of authority’. 45

bl)Give three generic examples of how industry knowledge can be used to enhance workplace performance. 45

bm)What are the four pieces of basic information you should know about industries/businesses in your area in order to be able to enhance work performance? 46

bn)In relation to local ‘food production’ industries, identify three general pieces of information you should know about in order to enhance service and benefit visitors/customers? 46

bo)Answer ‘True’ or ‘False’ to the following statement: Under ‘duty of care’ obligations all venues and staff must take action to avoid foreseeable harm/injury occurring to customers. 47

bp)To protect customer privacy, identify four pieces of information about an individual customer that must not be released by staff/the venue to others. 47

bq)List three workplace matters/issues staff are expected to keep confidential. 47

br)What is ‘overbooking’? 47

bs)What are the two basic options used in the industry regarding gratuities received by staff? 47

bt)List four employer workplace responsibilities. 47

bu)List four employee workplace responsibilities. 48

bv)Identify three issues to monitor when updating general industry information. 48

bw)List three learning options enabling you to update your general industry knowledge. 48

bx)Identify three ways to identify issues of concern to the industry. 49

by)List three generic issues that can/do cause concern for the industry. 49

bz)Identify three basic ways to share updated industry information with fellow employees. 49

ca)List three basics for employees to follow to incorporate knowledge into everyday practice? 50

Observation Checklist 51

cb)Seek information on the hospitality industry 51

cc)Source and apply information on legal and ethical issues for the hospitality industry 51

cd)Update hospitality industry knowledge 51

Third Party Statement 55

Competency Recording Sheet 57

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