industry induction
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Industry Induction
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THE HOSPITALITY INDUSTRY
is a challenging industry to work in.
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Industry requires long hours and lots of energy.
This can lead to moments of frustration, loss of thought , lethargy and costly mistakes.
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Requires constant contact with people from all walks
of life. Makes the job physically and emotionally
demanding.
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Staff are facing customers at all hours of the day.
Serving them food, drinks, accomm, gaming & e/ment.
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More people are eating out and travelling than ever
before.
Many times it is cheaper to go out to eat than to cook
at home.
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Customer expectations are very high and will only go up.
There is a lot more media saturation of what is good and bad in our industry.
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MORE COMPETITION!It is getting increasingly difficult as many new properties are opening up and competition is increasing.
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SOCIAL MEDIA!
Instant global reporting of good and bad experiences means customer expectations need to be met at all times.
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Staff deal with a vast range of customer moods, tastes, expectations, likes and dislikes. They can be testing at the best of times. These needs have to be met at ALL times.
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A venue and its staff must be:
• Innovative• Creative• Intelligent• Motivated• Fun loving• Caring• Team players
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1. Intelligence
2. Manner3. Self
respect4. Confidenc
e5. Interest6. Care7. Speed
8. Capability9. Initiative10.Dependab
le
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11. Loyal12. Honest13. Tolerant14. Take directions15. Enthusiastic16. Friendly17. Willing to learn
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Must have product knowledge……
Spirits, liqueurs, menus, cocktails, coffees, wines
etc
Need to perform your duties quickly, carefully
and accurately.
intelligence
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You are dealing with large and diverse groups of people.
Need to make fast decisions on the spot to meet their needs.
intelligence
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Body language is probably the most powerful language in the world.
It is the first thing your customers notice about YOU in 30 seconds!
manner
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You need to be polite and friendly and have self pride.
You need to display confidence, friendliness and be open to receive constructive feedback.
manner
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You need to always say “Please” and “thank you.”
You need to deal with challenges and complaints with a positive mind-set.
manner
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This impression will be lasting. Customers talk MORE about their negative experiences than their positive experiences.
manner
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Be proud of what you are doing.
ALL jobs and tasks are important for the business. Even the menial tasks!
self-respect
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Your working hours can vary from 3 to 8 hours or more a day. There is no reason why you should not enjoy your work while you are here.
job interest
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Be enthusiastic about new things, learning about products and constantly improving in your role.
Eg. So much can be learnt about wines by reading the back label of bottles!
job interest
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When you have learned the skills
properly and have product knowledge,
you should have greater confidence in
your ability.
confidence
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Recognize your abilities but beware of being over-confident.
confidence
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You are working with valuable stock &
equipment. You need to work carefully and avoid wastage and breakages.
taking care
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You should find out the right way to do things.
The industry is based on STANDARD practices.
taking care
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There is a proper way to:• Pour a tap beer• Hold a tray of drinks• Serve food• Make a cafe latte
taking care
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Practice your skills • the quick way • the careful way • the correct way • the quiet way
taking care
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Efficient means
“doing things right”
Do it properly the first time!
EFFICIENT
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Effective means
“doing the right things”
…Prioritising…
EFFECTIVE
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You need to work quickly.
Work at the same speed when it is quiet as it is
when busy.
You never know how many walk ins you’ll get
at any time.
speed
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Need to be able to work around the PEAKS and
TROUGHS of a normal day.
There is a fair amount of “dead” time in a day when staff tend to
slacken off!
speed
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A good employee will be
PROACTIVE.
Able to read the situation and act
quickly, efficiently and carefully.
speed
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Practising good working habits allows staff to develop their efficiency AND service.
A capable staff member is always looking for ways to
learn and improve their job.
capability
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A good employee knows what HAS to be done and
does it without having to be reminded.
They see better and quicker ways to do tasks which
helps improve the workplace.
initiative
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Hospitality staff rely on each other for
successful outcomes.
You cannot do everything yourself!
dependability
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You must be able to work in a team
environment as a “team player”.
dependability
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2 way obligation between
staff and employers.This is sometimes
forgotten by BOTH parties
loyalty
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Employers invest money, time and training on their staff.
They expect staff commitment in return for this investment.
loyalty
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Hospitality industry is based on
STANDARDS…
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• Recipes.• Measures.• Service sequences.• Hygiene practices.• Procedures.
Standard…
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These standards are UNIVERSAL and are
delivered on a global level.
Eg. Carrying 3 plates is the same in Melbourne as it is in London, New York,
Paris etc
Standard…
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Verbally or in writing.From managers & supervisors.From fellow staff.Important to follow standard operating procedures (SOPs).
accepting direction
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Able to trust other staff.
Important part of teamwork.
Minimize mistakes & learn from them.
honesty
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Of customers and fellow
staff.Seeing things
from other people’s
perspectives.
tolerance
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Respect all opinions.You are dealing with a very broad cross section of people at any one time.
tolerance
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Admit your mistakes.Criticize yourself and
learn from your mistakes.
take criticism
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Mistakes are never punished as long as
you learn from them.
take criticism
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Hospitality is a people business. Customers DO NOT want to see
and deal with miserable and unhappy staff!
enthusiasm
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Bring enthusiasm into your work and you will
enjoy it more.It is infectious and draws both staff &
customers towards you.
enthusiasm
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REMEMBER…
Your customers are here to have a good time and to spend their
money!
enthusiasm
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DONT allow friendliness to
become familiarity. You are NOT
employed to make friends with guests.
friendliness
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There is an element of professionalism
involved.
Guests do not visit your venue to make friends with YOU!
friendliness
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the 'Service Ethos'
The hospitality sector is a
“people industry”.
Staff should enjoy working with people and meeting their
needs.
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Hospitality staff should have a
genuine willingness to serve and help
others.Whether they are
fellow staff or customers.
the 'Service Ethos'
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Nothing is too much trouble for you to deliver
quality service.
The customer MUST
always come first!
the 'Service Ethos'
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Promote a work culture of quality
performance.
Aim to deliver the best effort and
service at all times.
quality service
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Strive for “continuous
improvements” in how you
deliver your products and
services.
quality service
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Be responsible for your own work and
quality improvement.
Embrace change and innovation.
quality service
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Expectations of Staff in the
Hospitality Industry
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Work as a team member.
Must know what is meant by the 'service ethos'.
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Great communication skills.
Strong work ethic.
Excellent technical skills.
LOVES THEIR JOB
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High standard of personal grooming.
'Thinking on your feet' while under pressure.
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Maintain tact, diplomacy and discretion when dealing with guest requests and complaints.
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Show attention to detail.
Must be honest, punctual, and be
able to meet deadlines.
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Deliver your products and services with
speed and quality at ALL times.
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A bad attitude cancels all your other positive
skills.
Bad attitude is a cancer in our industry.
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Push yourself.Hospitality is a labour
intensive business.
Only you can motivate yourself.
It is your responsibility to deliver the service.
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Be yourself and be nice. Guests see through fake smiles and insincerity.
Treat your guests as though you have invited them to your
own home.
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Learn continually and improve everyday. Knowledge is power!
Never accept mediocrity. Perform all tasks
including the menial with your best efforts.
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Remember to have fun!
Your guests are in your venue for
enjoyment.
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Customers do not care how you are feeling or if you are short staffed in the kitchen. They are not here because of you.
They are here to SPEND money on your offerings.
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Customers expect to see energetic, responsive, bright and happy staff who KNOW what they are doing.
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Avoid looking at the clock. Does not make the time go any faster.
Focus on the customers, cleaning, restocking and learning about your products.
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“Reading the room” Observe everything within a 20 meter radius of YOU.
ALWAYS be aware of your surroundings.
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Avoid keeping your gaze down and don’t turn your back on the room. Too many staff walk with their heads down.
They have NO IDEA of what is happening around them.
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One of your main roles is to be the eyes and ears of the venue in terms of safety and SECURITY.
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Be aware of your guests' body language.
YOU need to initiate the service contact.
NOT the guest.
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Ensure you immediately complete the tasks that NEED to be done.
Rather than tasks that are NICE to be done.
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EXAMPLES...
Serving drinks is more important than folding napkins. Getting a hot meal out is more important than polishing cutlery.
It is about TIME & PLACE.
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You are expected to perform your duties in a professional and efficient manner.
Staff are not paid APPEARANCE money to come to work!
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Avoid getting into arguments with staff or guests.
It is draining and unproductive.
The issues are ALWAYS minor in the overall context of things.
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Our industry performs on daily, seasonal and economic fluctuations.
Profits are very tight at the best of times and need constant monitoring.
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Don’t be blasé about wasting stock and not caring about your duties.
This attitude undermines the entire business and is very infectious!
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Be consistent with ALL your guests including non
regulars.
Too many staff ignore them as it is easier to deal with the
regulars.
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Guests want to know that when they return to your venue they get CONSISTENT and STANDARD levels of service.
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Staff need to have a sense of URGENCY.
NOT rushing around. But a controlled and efficient pace on the floor and behind the bar.
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Your uniform and personal appearance are part of the selling and service aspect of the industry.
Proper grooming is a pre-requisite of your job.
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Guests do not want to see:
Trouser cuffs under heels Fraying shirt collars and sleeves Untucked shirts Greasy and spotted uniforms Ugly dilapidated shoes Poorly fitted uniforms.
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Guests will remember your appearance before they
recall the type of cutlery or state of the chairs in your
venue.
YOU are the FIRST impression!
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Avoid talking too fast with guests. Slow down. Think of WHAT and HOW you are saying things. DONT tell them your life story.
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The main point of difference with your competitors is the quality of SERVICE you offer.
This is where you and your fellow staff MUST excel.