SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Introduction to hospitality and tourism Tourism is one of the truly major industries in the world, closely linked to the tourism industry, both industries work together to provide a worthwhile career opportunity for millions of people throughout the world; providing products and services including food, beverage and accommodation to travellers and local people alike. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working in tourism you will need: Enthusiasm A high standard of grooming and personal presentation The ability to stay calm and work in an organised manner Technical skills, such as: cooking or customer service Good product knowledge – food and wine The ability to work as part of a team A service mentality An ability to work in a multi-cultural environment SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Multicultural environment Tourism is a real multi-cultural environment where customers and staff are from all over the world. You will find many tourism staff like to travel and because of the world wide nature of the travel industry it is often quite easy to gain employment around the world. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE What is the Tourism Sector all about? There are basically two types of travellers in the tourism sector; Business travellers and tourists. These include areas such as: Conferences Natural features such as: beaches, mountains, forests, Great Barrier Reef, Uluru, etc. Complementary industries, such as the wine industry Tours and sightseeing Attractions, such as: theme parks, museums and theatre shows Sports and special events Tour managers accompany tourists on extended touring programs SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Tourism sector career paths Possible job opportunities in tourism: Conference coordinator Managers of all sectors Sales Maintenance staff Marketing Cleaning staff Customer service Event management Ticket sales Security Food and beverage Flight attendants Tour guides Interpreters Travel planning and sales (travel agent) Conference manager SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Tourism Theme parks Tour companies Travel agents Casinos Hotels Airlines Speciality venues Art galleries Reception venues SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Main tourism products Accommodation Security Food and Liquor Service Gaming Entertainment Transport Recreation Natural attractions Wine Theme parks Relaxation Speciality venues Functions and Banquets Events SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Add on services Hire cars Tours Air services Islands Currency exchange Tour guides Travel insurance Visa services Duty free stores SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Where to get tourism information Options for obtaining information: Internet websites Trade magazines Trade shows Friends and colleagues Training courses Visiting hospitality venues TV travel and cooking shows Newspapers Magazines Websites SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Visitor Information Centre They will have information such as: Local golf clubs Galleries Church services Sporting events Doctors Festivals Hospitals Wineries Dentists Tourist attractions Restaurants Natural attractions Banking facilities The environment Theme parks Tours Accommodation Disability access to venues History of the area SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Smartraveller The Australian Federal Government has a website to advise on travel to overseas countries. Many countries around the world are politically unstable and prone to war and violence. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Activity 1 1. What tourism products and service are offer at your venue or workplace? 2. What are some of the tourism jobs and positions people are employed in at your workplace or venue? 3. Where is the closest Visitor Information Centre to your Workplace or venue? SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Use tourism knowledge Offer advice to clients Provide extra services Career Tie ups SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Special needs Be aware that guests may have special cultural, religious, health or disability needs. In reality it is very difficult to provide tourist information in every possible language, cultural and disability situation. However we need to treat all people with respect and courtesy. This may mean putting in a little extra time and effort but it is well worth it. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Hospitality and tourism laws and legislation Many things in our society are governed by laws. For example: You need a licence to drive a car You must be over 18 to buy alcohol Businesses must provide a safe workplace Workers must be paid a fair wage Business and people must pay tax (if working) SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE In Australia there are three levels of government which administer government laws and legislation Commonwealth State Local government SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Some of the other laws which cover the hospitality and tourism sector are: Workers' compensation Anti-discrimination Building regulations Casinos Consumer protection Equal employment opportunity Environmental laws Food hygiene laws Gaming Health and hygiene Liquor licensing Trade practices Workplace health and safety/duty of care Workplace relations Taxation Industrial relations (working conditions) Child sex tourism laws Tourism Service Act 2003 (Queensland) SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Businesses rights and responsibilities Employer responsibilities: To provide a safe working environment To provide the product or service that they claim to provide To pay all relevant taxes such as PAYG taxes from staff wages, GST, payroll tax, liquor tax, etc. Abide by the Food Act in your State Abide by the Liquor act in your State Pay staff the correct wages, superannuation Provide staff the correct working conditions Abide by the Trades Practices Act Abide by anti-discrimination laws Abiding by licensing trading hours and practices To carry out business in an honest and ethical way SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Employee rights (but not limited to) To be paid according to the correct Award or Agreement To have a safe and secure working environment To have a workplace free of discrimination and harassment Employee responsibilities (but not limited to) Carry out their workplace duties of the job role they have Follow workplace health and safety requirements and not put others at risk Treat others in a respectful, non-discriminatory and nonharassing way To act with honesty and integrity in carrying out workplace duties SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE The Travel Insurance Compensation Fund The Travel Compensation Fund is Australia's primary means of providing compensation to eligible travellers who suffer loss as a result of the financial collapse of a participating travel agency business. Travel consumers should make travel arrangements only through agents which are licensed participants of the Travel Compensation Fund. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE INDUSTRIAL RELATIONS AND TRADES UNIONS A Trades Union is a collective organisation like a Club; it represents its members in negotiations and discussions with management. The common discussions include wages, working conditions, OHS, job security and bullying and harassment issues. THE AUSTRALIAN FEDERATION OF TRAVEL AGENTS – AFTA The Australian Federation of Travel Agents is the peak body representing travel agents in Australia. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working conditions The tourism and hospitality industry is made up of two distinctive groups of workers: Those who work on a full time permanent basis and have a career in hospitality Those who may consider their career elsewhere but work on a part time or casual basis, such as: a student studying at university working as a part time amusement ride operator. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Anti Discrimination Australia has very strict laws regarding employment discrimination and any discrimination regarding the following items is illegal: Race Sexual preference Colour Pregnancy Sex Religion Mental disability Political opinion Marital status Social origin SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Award An Award is a set of minimum conditions negotiated between the industry, union and government which set the terms of employment for employees that the employer must follow. An Enterprise Agreement An Individual Agreement SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Modern Awards Australia now has a system of ‘Modern Awards’ These Modern Awards commence from 1 January 2010. Modern Awards create one set of minimum conditions for all employees and employers across Australia. Staff may not be paid less than, or have conditions below these Modern Awards. New modern awards: General Industry Retail Award 2010 (travel agents) Amusement Events and Recreational Award 2010 (theme parks) Hospitality Industry (General) Award 2010 SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working conditions for permanent employees SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working conditions for part time employees SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Working conditions for casual employees SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Public Holidays Most Australian States have about 11 or 12 public holidays and these are generally as follows: New years day Christmas day Boxing day Australia day Good Friday Easter Saturday Easter Monday ANZAC day Queen’s birthday Labour day SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Breaks Staff rostered for longer than five hours are generally entitled to a break from work duties. Generally 10 to 15 minute ‘Coffee Breaks’ are taken during paid time with 30, 45, or 60 minute meal breaks are in unpaid time. If staff members do not receive this break they may be entitled to extra payments in the way of penalty rates. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Overtime When Full time or Part Time workers work extra hours above their normal duties this is called ‘Overtime’ Full time and part time staff, in the hospitality and tourism industries, are required to work a reasonable amount of overtime. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Annual Leave Full time workers are entitled to 20 days leave per year for continuous service. In calculating ‘continuous service’ we must include the following: Annual leave Public holidays Long service leave Sick leave Bereavement leave Leave while off following a workplace accident or injury Temporary stand down where the employee was not at fault SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Other Worker Entitlements (costs to the employer) Superannuation - (retirement benefit) Superannuation is money that is paid into your personal superannuation account that is invested and is only available when you reach a certain age and retire. In Australia it is COMPULSORY for employers to pay employees 9% of total wages in superannuation if: The employee is: between 18 and 69 years old (inclusive) are paid $450 (before tax) or more in salary or wages in a month work full-time, part-time or on a casual basis. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Workers’ compensation This pays the medical expenses and wages for the injured worker Training Training is a legal responsibility of the employer. Usually training is done within company time but often employees are flexible with this as they can see that they also receive a benefit from the training. Uniforms and staff amenities Some hospitality employers provide uniforms to staff and some do not. You will find that larger employers tend to provide uniforms while smaller employers tend not to provide uniforms. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Activity 2 1. What Award or workplace agreement are you paid by in your workplace? SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Resignation and termination An employee is required to give advanced notice to an employer if they resign. This allows the employer to make arrangements to cover the persons shift and allow business to continue un interrupted. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Sources of industrial relations information Information on the different workplace agreements is available from any of the following places: your employer your State or Federal Government Department of Industrial Relations industry associations such as Chamber of Commerce and Industry or the Australian Hotels Association unions Government or union websites Government help telephone lines solicitors legal aid services Other friends working in the same industry SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Equal employment opportunity Equal employment opportunity (EEO) is the principle of equal pay and conditions for all in the workplace; it involves identifying and eliminating any discriminatory barriers that cause inequality in the employment of any person or group of persons. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE New Technologies Internet services now easily available: Book airline tickets Book train tickets Book hotel rooms Buy travel insurance Seek destination information Buy theatre tickets Read hotel and restaurant reviews Travel blogs Restaurant blogs Sports and concert tickets SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Smartphones New Smartphones and Smartphone apps have new technologies which are being applied to more and more tasks all the time. Audio guides Audio guides have been used for a long time at venues such as museums and historical sites. Tourism research bodies There are a number of tourism research bodies that keep tract of statistics and trends in tourism that can be referred to when planning tourism products or providing tourism services. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Update and maintain local knowledge It helps if a specific person has been allocated responsibility to update and share tourist information at the venue. It is often one of those tasks that nobody really considers it their job so it quite often does not get done and the information becomes out of date very fast. Visitor Information Centre Visit Feedback Discuss Read Email list SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Activity 3 Looking through your visitor information files, you see that the information for a tour company is two years old. 1. What do you do to update the information? 2. What information would you seek to update? SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Communication skills Many things can go wrong in the hospitality industry from taking the wrong order in a restaurant to reading the roster incorrectly and not turning up to work when you are meant to be there. Verbal communication involves questioning, listening and answering. Non-verbal communication involves body language, which includes facial expression, eye contact and posture. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Etiquette and good manners Manners might seem old fashioned to some people but in the tourist business manners are essential. Call male guests “Sir” or use their name; Mr Smith. Call female guests “Madam” or use their name; Mrs Smith. Let the guest walk through a door first. Hold open a door for a guest. Say “Thank you”. Listen when they talk. Offer your help SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Handling customer complaints Things do not always go according to plan and sometimes customers are disappointed with our products and services. Most customers understand this and give us an opportunity to fix the problem but sometimes they do not and make a complaint. If their complaint is not attended to their satisfaction then the customer will not return and will also probably tell their friends about what a bad experience they had, leading to bad word of mouth for your business. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Active Listening Active listening involves: Hearing the speaker Facing the person and looking at them in the eyes Pay attention Give feedback Ask questions to clarify understanding Take notes if appropriate Show interest. Use their name when talking to them Smile if appropriate or at least do not look angry SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE The six steps to handling a customer complaint Listen • Let the person making the complaint talk and tell you what the problem is, do not interupt, just listen Acknowledge • Establish the exact nature of the complaint, ask questions if you need to clarify the complaint. Acknowledge the complaint Respond Take Action Report Follow up • Advise the customer of what you can do to resolve the complaint. Check that this will satisfy the customer • Take action to fix the complaint, (only take action you are authorised to do) • Report complaints to your supervisor if you cannot resolve the situation yourself. Report referral to the customer • Follow up with the customer to ensure that the complaint has been resolved to their satisifaction. Complete company report SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Share information with colleagues This may involve: Making file notes. Providing a memo update. Removing old or out of date written material. Sharing the information at a staff briefing or staff meeting. Making changes to induction training. Making changes to the hotel television channel. An article in the staff newsletter. An email to the relevant staff. Verbally talking to staff. SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Taking accurate messages and notes When taking telephone messages Accurately write down the information. Include the date and time the person called. Include who the message is from and how they can be contacted Explain the message in a short, clear way. Show your name and that you took the message. Never argue with customers Always end the call politely Return telephone calls promptly! Check your messages regularly SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE Current tourism issues Working conditions High Australian dollar Carbon tax Economy Skill shortage Responsible service of alcohol Internet. Technology SITTIND001B DEVELOP & UPDATE TOURISM INDUSTRY KNOWLEDGE These PowerPoints are designed to match Version 1 of the student resource.