SITHIND002 - Source and Use Information on the Hospitality Industry/ SITHIND004 - Work Effectively in Hospitality Service.

For your work role in hospitality, describe how you would plan and organise your working tasks at the start of the day.

List three things that may be discussed when reviewing work schedules

1

2

3

Describe how you would do work area and needs for the day

What is good, quality customer service?

How would you ensure that your customers were given quality customer service?

List 5 examples of basic organisational information you may need to access to provide quality customer service.

1

2

3

4

5

List 5 examples of information you may need to provide to customers.

1

2

3

4

5

How would you assist a customer who has a special request?

Explain what the following terms mean:

• Promoting
• Upselling
• Cross-selling.

How would you assist a customer who has a complaint?

What communication techniques would you use when assisting the customer?

What information can be included in a work schedule?

How can you work cooperatively in a team to ensure work is carried out efficiently and to maximum effect?

List five common operational tasks for a hospitality worker.

1

2

3

4

5

Provide details of your workplace's (or an example workplace's) safety and hygiene requirements, as relevant to your job role.

Why is it important to keep your work area clean and tidy?

For your work area, briefly explain how you would maintain this for cleanliness and tidiness.

At your organisation (or an example organisation) describe the standard procedures that are in place to handle operational problems, including the ways to minimise the impact to customers.

At your organisation (or a previous or example organisation) provide an account of the end of shift procedures associated with your hospitality role.

Why do workplace records need to be kept?

What reporting requirements do you need to carry out for your work role?

What is the purpose of a debriefing session?