SITHIND202Use Hospitality Skills Efficiently

Use Hospitality Skills Efficiently

• 4 elements

– Prepare for service– Provide service– Complete operational tasks– Complete end of shift duties

Job roles

• Food and beverage attendant

• Gaming attendant

• Room attendant

• Guest services attendant

• Porter

Getting ready for service

Step 1: Plan and organise your tasks

Step 2: Confirm service requirements

Step 3: Prepare your work area for service

Planning and organising tasks

• Static information

• Cyclic information

• Variable information

Planning and organising preparation tasks

• Work schedules

• Opening checklists

• Jobs checklists

Common pre-service tasks

• Check the hygiene and cleanliness of toilets and guest facilities. Check supplies.

• Check entry points for cleanliness, appearance, appropriate arrangement of furniture, signage and décor.

• Check personal presentation standards

• Create a comfortable and pleasant environment

Delivering quality customer service

• Make customers feel welcome• Provide accurate information on products and

services you offer• Communicate efficiently• Meet customer needs, requests and

expectations• Identify and resolve complaints appropriately

and efficiently

Operational tasks – Food and Beverage Service

Greet and seat customers Provide and explain food and beverage menus Take food and beverage orders Serve food and beverages to customers Clear tables at the appropriate time Offer additional menu items Organise and present customer accounts Farewell customers

Operational tasks – Front Office

• Take reservations

• Register guests

• Provide information and guest services

• Maintain guest accounts

• Finalise guest accounts

Operational tasks - Concierge• Welcome and farewell guests• Provide information about local attractions,

services and facilities, transport options, entertainment and dining choices

• Make bookings for entertainment, transport and attractions

• Transport guests luggage to and from rooms• Deliver messages and other items to guests rooms• Park cars if valet service is offered

Dealing with operational issues

Late arrivals No-shows Unsynchronised arrivals Equipment failure

If you have any issues or problems during a shift which you cannot resolve yourself, report them to your supervisor or manager as soon as possible!

Using technology

• Ordering systems

• POS

• Purchasing systems

• Kitchen equipment

Completing tasks

• Work schedules

• Team support

Workplace safety and hygiene procedures

• Safety• Manual handling• Health• Personal hygiene• Storage• Security• Cleaning

Keeping the workplace clean and tidy Put things away once you no longer need them Clean your tools and equipment between tasks or

once you have finished using them Clear dirty cutlery, crockery, glassware and waste

from tables, counters and service areas as soon as possible

Wipe down benches, tables, desks, counters and other surfaces regularly

Empty rubbish bins when they are full Keep all advertising materials and other displays

neat and tidy

Basic end-of-service procedures

• Cleaning procedures

• Preparation for the next service period

• Restock supplies

• Safe storage of products, equipment and materials

• Administration and reporting requirements

• Debriefing and shift handover

Departmental end-of-service procedures

• Bar

• Food

• Front office

• Gaming rooms

• Administration

Reports and documentation

• Financial reconciliation• Sales reports• Front office reports• Incident reports• Maintenance reports• Customer complaint records• Work plans and schedules

Debriefing and shift handoverAt the end of a shift, participants involved in service, analyse how the session ran. A good

debrief combines both front and back of house staff.

Menu itemsProduct qualityOngoing issuesRecognise achievementsImprovements Sharing customer feedback