Industry induction

Industry Induction

THE HOSPITALITY INDUSTRY

is a challenging industry to work in.

Industry requires long hours and lots of energy.

This can lead to moments of frustration, loss of thought , lethargy and costly mistakes.

Requires constant contact with people from all walks

of life. Makes the job physically and emotionally

demanding.

Staff are facing customers at all hours of the day.

Serving them food, drinks, accomm, gaming & e/ment.

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.

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.

MORE COMPETITION!It is getting increasingly difficult as many new properties are opening up and competition is increasing.

SOCIAL MEDIA!

Instant global reporting of good and bad experiences means customer expectations need to be met at all times.

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.

A venue and its staff must be:

• Innovative• Creative• Intelligent• Motivated• Fun loving• Caring• Team players

1. Intelligence

2. Manner3. Self

respect4. Confidenc

e5. Interest6. Care7. Speed

8. Capability9. Initiative10.Dependab

le

11. Loyal12. Honest13. Tolerant14. Take directions15. Enthusiastic16. Friendly17. Willing to learn

Must have product knowledge……

Spirits, liqueurs, menus, cocktails, coffees, wines

etc

Need to perform your duties quickly, carefully

and accurately.

intelligence

You are dealing with large and diverse groups of people.

Need to make fast decisions on the spot to meet their needs.

intelligence

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

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

You need to always say “Please” and “thank you.”

You need to deal with challenges and complaints with a positive mind-set.

manner

This impression will be lasting. Customers talk MORE about their negative experiences than their positive experiences.

manner

Be proud of what you are doing.

ALL jobs and tasks are important for the business. Even the menial tasks!

self-respect

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

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

When you have learned the skills

properly and have product knowledge,

you should have greater confidence in

your ability.

confidence

Recognize your abilities but beware of being over-confident.

confidence

You are working with valuable stock &

equipment. You need to work carefully and avoid wastage and breakages.

taking care

You should find out the right way to do things.

The industry is based on STANDARD practices.

taking care

There is a proper way to:• Pour a tap beer• Hold a tray of drinks• Serve food• Make a cafe latte

taking care

Practice your skills • the quick way • the careful way • the correct way • the quiet way

taking care

Efficient means

“doing things right”

Do it properly the first time!

EFFICIENT

Effective means

“doing the right things”

…Prioritising…

EFFECTIVE

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

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

A good employee will be

PROACTIVE.

Able to read the situation and act

quickly, efficiently and carefully.

speed

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

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

Hospitality staff rely on each other for

successful outcomes.

You cannot do everything yourself!

dependability

You must be able to work in a team

environment as a “team player”.

dependability

2 way obligation between

staff and employers.This is sometimes

forgotten by BOTH parties

loyalty

Employers invest money, time and training on their staff.

They expect staff commitment in return for this investment.

loyalty

Hospitality industry is based on

STANDARDS…

• Recipes.• Measures.• Service sequences.• Hygiene practices.• Procedures.

Standard…

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…

Verbally or in writing.From managers & supervisors.From fellow staff.Important to follow standard operating procedures (SOPs).

accepting direction

Able to trust other staff.

Important part of teamwork.

Minimize mistakes & learn from them.

honesty

Of customers and fellow

staff.Seeing things

from other people’s

perspectives.

tolerance

Respect all opinions.You are dealing with a very broad cross section of people at any one time.

tolerance

Admit your mistakes.Criticize yourself and

learn from your mistakes.

take criticism

Mistakes are never punished as long as

you learn from them.

take criticism

Hospitality is a people business. Customers DO NOT want to see

and deal with miserable and unhappy staff!

enthusiasm

Bring enthusiasm into your work and you will

enjoy it more.It is infectious and draws both staff &

customers towards you.

enthusiasm

REMEMBER…

Your customers are here to have a good time and to spend their

money!

enthusiasm

DONT allow friendliness to

become familiarity. You are NOT

employed to make friends with guests.

friendliness

There is an element of professionalism

involved.

Guests do not visit your venue to make friends with YOU!

friendliness

the 'Service Ethos'

The hospitality sector is a

“people industry”.

Staff should enjoy working with people and meeting their

needs.

Hospitality staff should have a

genuine willingness to serve and help

others.Whether they are

fellow staff or customers.

the 'Service Ethos'

Nothing is too much trouble for you to deliver

quality service.

The customer MUST

always come first!

the 'Service Ethos'

Promote a work culture of quality

performance.

Aim to deliver the best effort and

service at all times.

quality service

Strive for “continuous

improvements” in how you

deliver your products and

services.

quality service

Be responsible for your own work and

quality improvement.

Embrace change and innovation.

quality service

Expectations of Staff in the

Hospitality Industry

Work as a team member.

Must know what is meant by the 'service ethos'.

Great communication skills.

Strong work ethic.

Excellent technical skills.

LOVES THEIR JOB

High standard of personal grooming.

'Thinking on your feet' while under pressure.

Maintain tact, diplomacy and discretion when dealing with guest requests and complaints.

Show attention to detail.

Must be honest, punctual, and be

able to meet deadlines.

Deliver your products and services with

speed and quality at ALL times.

A bad attitude cancels all your other positive

skills.

Bad attitude is a cancer in our industry.

Push yourself.Hospitality is a labour

intensive business.

Only you can motivate yourself.

It is your responsibility to deliver the service.

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.

Learn continually and improve everyday. Knowledge is power!

Never accept mediocrity. Perform all tasks

including the menial with your best efforts.

Remember to have fun!

Your guests are in your venue for

enjoyment.

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.

Customers expect to see energetic, responsive, bright and happy staff who KNOW what they are doing.

Avoid looking at the clock. Does not make the time go any faster.

Focus on the customers, cleaning, restocking and learning about your products.

“Reading the room” Observe everything within a 20 meter radius of YOU.

ALWAYS be aware of your surroundings.

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.

One of your main roles is to be the eyes and ears of the venue in terms of safety and SECURITY.

Be aware of your guests' body language.

YOU need to initiate the service contact.

NOT the guest.

Ensure you immediately complete the tasks that NEED to be done.

Rather than tasks that are NICE to be done.

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.

You are expected to perform your duties in a professional and efficient manner.

Staff are not paid APPEARANCE money to come to work!

Avoid getting into arguments with staff or guests.

It is draining and unproductive.

The issues are ALWAYS minor in the overall context of things.

Our industry performs on daily, seasonal and economic fluctuations.

Profits are very tight at the best of times and need constant monitoring.

Don’t be blasé about wasting stock and not caring about your duties.

This attitude undermines the entire business and is very infectious!

Be consistent with ALL your guests including non

regulars.

Too many staff ignore them as it is easier to deal with the

regulars.

Guests want to know that when they return to your venue they get CONSISTENT and STANDARD levels of service.

Staff need to have a sense of URGENCY.

NOT rushing around. But a controlled and efficient pace on the floor and behind the bar.

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.

 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.

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!

Avoid talking too fast with guests. Slow down. Think of WHAT and HOW you are saying things. DONT tell them your life story.

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.