SITHIND002: Source and use information on hospitality Industry

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Assessment Overview

This Student Answer Booklet includes all your tasks for assessment of SITHIND002 Source and use
information on the hospitality industry.
About your assessments:
This unit requires that you complete 3 assessment tasks. You must complete all tasks to achieve
competency for this unit.

Assessment Task About this task

Assessment Task 1: Written questions You must correctly answer all

questions to show that you understand the
knowledge required of this unit.

Assessment Task 2: Research project You are required to research

information about the hospitality industry and
write a report on your findings. There are four
parts to this assessment: ▪ Part A – Structure and
operation of the hospitality industry ▪ Part B –
Employment opportunities ▪ Part C – Current
issues and trends ▪ Part D – Quality assurance.

Assessment Task 3: Share information with colleagues You are

required to complete two parts to this
assessment: ▪ Part A – Share and discuss
information with a colleague ▪ Part B – Ask
questions and discuss issues about your
colleague’s presentation.

How to submit your assessments When you have completed each assessment task you will need to
submit it to your assessor. Instructions about submission can be found at the beginning of each
assessment task.
Your assessor will give you feedback about how well you went in each task and will write this on the
back of the Task Cover Sheet.
Assessment appeals: You can make an appeal about an assessment decision by putting it in writing and
sending it to us. Refer to your Student Handbook for more information about our appeals process.

Assessment Task 1: Written questions

TASK SUMMARY: You are to answer all written questions.

QUESTION 1

QUESTION ANSWER
a) Describe two new products that are
available to consumers of hospitality
products.

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b) Describe two new techniques that are

available in the hospitality industry.

c) Describe two new technologies that are

available in the hospitality industry.

d) Describe two new services that are

available in the hospitality industry.

QUESTION 2
What are ten important work attributes and ethics that a worker needs in the hospitality industry?
ANS:

Attributes Ethics

1: 1:

2: 2:

3: 3:

4: 4:

5: 5:

6: 6:

7: 7:

8: 8:

9: 9:

10: 10:

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QUESTION 3
a) Where would you go to find out information about the following:

Question
Answer

Code of practice for manual handling

Australian Tourist Accreditation Program

Information about the hotel industry in

Australia

Information about how to deal with a tricky

issue that has come up in your workplace.

Plain English explanation of the

requirements of legislation relevant to the
hospitality industry.

Requirements for training in food handling

Union membership for hospitality workers:

b) Provide an example of a hospitality industry

journal.

c) Provide an example of a media article that

provides information about trends in
hospitality.

d) Provide two opportunities that hospitality

workers have to network within their
industry.

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e) Provide an example of a time where
you have had a personal experience
that has influenced how you would like
to conduct your own practice as a
hospitality manager.

QUESTION 4
How does the hospitality industry contribute to the Australian economy? Make sure you cite the source of
your information.
ANS:

QUESTION 5
As a hospitality manager you will need to frequently work with people from other industry groups. Explain
four important characteristics that will lead to effective relationships with the following people:

Supplier of a product

A person from the liquor licencing authority who

provides information on how to comply with
requirements.

A public health inspector who has come to audit

your kitchen.

Sales person who has come in unannounced.

QUESTION 6

You are working in a restaurant where food and alcohol is served. A supplier has made a delivery but
also asks you to give your supervisor a bag full of chocolates that are to be given out to customers as
part of a promotion within the restaurant. A co-worker has seen the bag of chocolates and decides to
take some for herself as they are her favourite brand. What should you do and why?
ANS:

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QUESTION 7
You are working in a hotel which contains a gaming room. Two men approach you at the bar and while
you are serving them, they ask you a number of questions. These questions were general at first but
then they became more specific. They asked you the following questions:

Question Answer

Has this hotel got a gaming venue?

Where is it?

What time does it close?

Does it have a back door?

Does it have security?

How much money do people gamble every day?

When the machines are emptied, how is the

money handled?

What should you do and why?

QUESTION 8

You are working at a bar and a group of your old school friends come up to the bar. You haven’t seen
them in a very long time and are pleased to see them. One of the group asks you for a free drink as ‘you
owe him one’ because he helped you once when your car had broken down.

What should you do and why?

ANS:

QUESTION 9
You are working in a hospitality service and an opportunity arises for promotion. The position has been
advertised externally on the internet. You have been working hard and all of your supervisors have
advised you to apply for the position as you display all of the qualities, skills and knowledge that are
required. You have spent time on your resume and your application and you are aware that two other
staff members are interested in the position. You all know each other well and are supportive of each
other.
You arrive at work on the day of your interview. You are told that no interviews will be going ahead as
the manager has decided to give the job to an acquaintance of his. It appears that he does not have
relevant experience in the job.

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Is the manager acting legally? Why/why not?

ANS:

What options do applicants for the job have to get a fair deal?

ANS:

Assessment Task 2: Research project

TASK SUMMARY
For this task you will research information about the hospitality industry and write a report on your findings.

INSTRUCTIONS
There are three parts to the research you will do.
Part A – Structure and operation of the hospitality industry
Part B – Employment opportunities
Part C – Current issues and trends
Part D – Quality assurance.
You must complete your report using a word processing software program (eg Microsoft Word). You may
present the report in any way that you prefer and you may use graphs and pictures if you wish. Your report
must be easy to follow and must reference the part and question numbers as noted through the
assessment.
Your assessor will provide you with information about the simulated hospitality business that you will be
working in throughout your course (Marino Enterprises). This assessment relates to the hospitality industry
generally so you will need to do research outside the area of Marino Enterprises in some cases. Where
indicated however, your answers should relate to Marino Enterprises directly.
Use a wide variety of sources for your research, including your text book and the internet. Make sure you
cite the sources of your information using the Harvard style.

PART A – STRUCTURE AND OPERATION OF THE HOSPITALITY INDUSTRY

Research information on the structure and operation of the hospitality industry as follows:
1. Research the four main sectors within the hospitality industry:
 Accommodation
 Food services
 Beverage services
 Casinos.

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Use the following table to document each sector’s main functions, key characteristics (e.g.
types of customers, hours of operation, types of employment and employment patterns, customer
expectations) and the types of products or services provided.

Hospitality sector: Accommodation

Functions:

Key characteristics:

Products and services:

Hospitality sector: Food services

Functions:

Key characteristics:

Products and services:

Hospitality sector: Beverage services

Functions:

Key characteristics:

Products and services:

Hospitality sector: Casinos

Functions:

Key characteristics:

Products and services:

Cite your sources here:

2. For each of the sectors in Question 1 above, nominate one example of a business that is in that sector.
Describe the characteristics of that business and the products and/or services that it provides.

Hospitality sector: Accommodation

Example of business:

Key characteristics:

Products and services:

Hospitality sector: Food service

Example of business:

Key characteristics:

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Products and
services:

Hospitality sector: Beverage service

Example of business:

Key characteristics:

Products and
services:

Hospitality sector: Casino

Example of business:

Key characteristics:

Products and
services:

Cite your sources here:

3. The hospitality industry does not operate in isolation. There are many other industries that support or
relate to the hospitality industry. Consider each of the businesses you named in question A2 above
and list at least five other industry groups that they would need to rely on for their operations.

Business (from A2) Five related industry areas

4. You are a manager at Marino Enterprises. You are keen to make sure that you are making good use of
resources available to you and your staff from various professional organisations.
Research the professional organisations available that support businesses such as Marino Enterprises
and answer the following questions.

What are two unions that are relevant to

this business? Provide a brief
description for each union.

Research how an employee can join

each of the two unions you have
identified. Take a screen dump of the
instructions, or print out the information
and attach to this assessment.

Research a peak body that represents a

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number of industries, including the
hospitality industry and provide a
brief description.

Research a professional association

that is related to a specific sector of
the hospitality industry that is of
direct interest to Marino Enterprises.
Explain how the association could
be of assistance to Marino
Enterprises’ operations.

5. There are a number of pieces of legislation that contribute to the regulation of hospitality businesses. It
is important that everyone who is employed in the industry understands their obligations in accordance
with the legislation.
a) Conduct research to identify six pieces of legislation relevant to the hospitality industry and provide
a brief explanation of its general purpose including some of the general provisions of the
legislation.
The legislation that you identify may be National legislation or the State legislation of the State or
Territory in which you are studying.

Area of law Liquor control

Legislation title

General purpose of the

legislation and its
provisions

Area of law Gambling regulation

Legislation title

General purpose of the

legislation and its
provisions

Area of law Food hygiene

Legislation title

General purpose of the

legislation and its
provisions

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Area of law Fair work

Legislation title

General purpose of
the legislation and
its provisions

Area of law Workplace health and safety

Legislation title

General purpose of the

legislation and its
provisions

Area of law Anti-discrimination

Legislation title

General purpose of the

legislation and its
provisions

b) As a worker in the hospitality industry, what are two legal responsibilities that you will have?
Provide a short explanation of each.

ANS:

1:

2:

c) As a business, what are two legal responsibilities that Marino Enterprises has? Provide a short
explanation of each.
ANS:

1:

2:

6. Businesses in the hospitality industry are often situated within the community where people live and as
such they are required to make sure that the community is protected from problems that may be
associated with hospitality services.
a) List four complaints that a local resident might make to the owner of a hospitability service, to the
local council or to the police. Outline why the local resident may make the complaint.
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ANS:

1:

2:

3:

4:

b) List two pieces of legislation that stipulate requirements for hospitality services to protect the local
amenity of the area.

ANS:

1:

2:

PART B – EMPLOYMENT OPPORTUNITIES

1. For this task you must research a wide range of employment opportunities in several sectors and job
roles.
Choose five job roles from each of the four industry sectors. Write a short report for each job that you
could give to a person who is interest in employment in the hospitality industry. Each report must
include:
 Job role
 Typical duties performed in this job role
 Workplace award
 Training required
 Desired characteristics for a person in this role
 Future career pathways leading on from each position.
Use a wide variety of sources for your research, including your text book and the internet. Make sure
you cite the sources of your information using the Harvard style.

Accommodation sector – job role

What is the job role?

Typical duties of this

role

Workplace award

Training required

Desired characteristics

Future career pathways

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Food sector – job role

What is the job

role?

Typical duties of
this role

Workplace award

Training required

Desired
characteristics

Future career
pathways

Beverage services sector – job role

What is the job role?

Typical duties of this

role

Workplace award

Training required

Desired characteristics

Future career
pathways

Casino sector – job role

What is the job role?

Typical duties of this

role

Workplace award

Training required

Desired characteristics

Future career pathways

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Cite your sources here:

2. You have just landed your dream job as the Food and Beverage Manager in Marino Enterprises. You
know that your success in the job will rely on your keeping on top of legislative requirements, changes
to compliance requirements and consumer trends in food items on offer. What are six things you will
do to make sure you are keeping abreast of changes?
ANS:

1:

2:

3:

4:

5:

6:

3. A member of your team has come to ask you about her minimum pay rate under the Hospitality
Industry General Award. The team member, Gloria, is 17 years old and is employed as a Level 1
Guest Service Grade 1. She wants to know the following:

Her hourly pay

Hourly pay rate when working Monday to Friday

between 7pm to midnight

Hourly pay rate when working Monday to Friday

between midnight and 7am

Hourly pay rate when working on a Saturday

Hourly pay rate when working on a Sunday

Hourly pay rate when working on a Public

Holiday

PART C – CURRENT ISSUES AND TRENDS

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For this part of the task you must consider current issues and trends in the hospitality market
and the effects that these may have on a business such as Marino Enterprises.
You must use at least three of the following information sources:
Discussion with experienced industry personnel
Industry accreditation operators
Industry associations and organisations
Industry journals, reference books and seminars
Libraries and media
Networking with colleagues and suppliers
Personal observation and experience
Plain English documents issued by government regulators that describe laws relevant to the hospitality
industry
Training courses you have attended
Unions
Developers of codes of conduct or ethics.

1. Complete the following template for each area listed:

Current issues and trends

Potential impact on Marino Enterprises

Social influences

Current issues

Trends

Potential impact on
Marino Enterprises

Political influences

Current issues

Trends

Potential impact on
Marino Enterprises

Economic influences

Current issues

Trends

Potential impact on
Marino Enterprises

Technological influences

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Current issues

Trends

Potential
impact on
Marino
Enterprises

Environmental influences

Current issues

Trends

Potential
impact on
Marino
Enterprises

Legal influences

Current issues

Trends

Potential
impact on
Marino
Enterprises

Cite your sources here:

2. Document how you sourced information for the previous question from at least three of the sources
listed.
Discussion with experienced industry personnel

Industry accreditation operators

Industry associations and organisations

Industry journals, reference books and seminars

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Libraries and media

Networking with colleagues and suppliers

Personal observation and experience

Plain English documents issued by

government regulators that describe laws
relevant to the hospitality industry

Training courses you have attended

Unions

Developers of codes of conduct or ethics

3. Think about a hospitality venue that is similar to Marino Enterprises that you have visited in your local
area, and answer the following questions:

a) Describe the venue. You

do not have to name it if you
prefer not to.

b) What products and

services does this venue
currently provide?

c) Do you consider that the

products and services are
‘in trend’ or are they
outdated. Explain your
answer.

d) If you were a manager at

this venue, what is one
emerging trend product or
service that you would like
to see implemented in this
venue?

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e) Access social media reviews that have been made about this business and
complete the template:
If there are no online ratings available, select another similar venue.
What is the social media site?

How many reviews are there

for this venue on this site?

What are the overall ratings? Excellent

Very Good

Average

Poor

Terrible

If this was your business, what

information would you find
useful from these reviews?

If this was your business, what

day-to-day action would you
take to manage and respond to
on-line feedback?

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4. Research current and emerging technology that can be used in the hospitality industry. Select one item of technology and provide information as required in the
template.
Type of technology Name and brief description of Advantages to using this Barriers to using technology Reference – provide
technology technology in Marino supplier’s website
Enterprises reference

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PART D – QUALITY ASSURANCE

The hospitality industry has various quality assurance processes in place to assist with managing the
standard of services or products of organisations involved in the provision of hospitality services.
These processes may be outlined in legislation, industry accreditation schemes, policy, codes of
conduct or guidelines.
Conduct research to identify an example of the following industry-based initiatives that promote
quality assurance:

An industry-based accreditation scheme

A code of conduct or practice
One compulsory training requirement for hospitality staff.

1. Hospitality based accreditation scheme

Name of scheme

Body responsible for this scheme

Description of the scheme

What benefit (if any) would this

scheme have to Marino
Enterprises

2. Code of conduct or practice

Name of code

Body responsible for this code

Description of the code

What benefit (if any) would this

code have to Marino Enterprises

3. Compulsory training program

Name of training program

Training organisation that offers

this training

Description of the training

What benefit (if any) would this

training be to Marino Enterprises

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Assessment Task 3: Share information with colleaguesError:
Reference source not found
Assessment Task 3: Share information with colleagues

TASK SUMMARY
There are two parts to this assessment:
Part A: Students are to share and discuss information that they have obtained with a colleague.
Part B: Students are to ask questions and discuss issues about their colleague’s presentation.

PART A – PRESENT AND DISCUSS INFORMATION WITH A COLLEAGUE

INSTRUCTIONS:
For this task you will be paired up with a colleague. You will discuss with your assessor a suitable
subject for an emerging service or product on which you must conduct research prior to your
presentation to your colleague. Your task is to present this information with a view to introducing the
product or service into Marino Enterprises.
During the presentation you must:
Explain the product or service – you should do this verbally however you may use the internet,
handouts or other resources to support your presentation.
Explain why Marino Enterprises should introduce this service or product to enhance work
performance or service quality.
Explain any need for partnerships and relationships with other industries or businesses.
Explain any compliance and quality requirements that are relevant to this service or product.
Explain any ethical issues involved.
Explain any employment issues involved.
Following the presentation your colleague will ask you questions about your presentation. You must
answer these questions in the best way that you can so that information is accurate.
You should engage in discussion about the merits or otherwise of implementing the trend in Marino
Enterprises.
Your assessor will observe you during this part of the assessment.
You will be assessed in both roles (ie as the presenter and as the receiver of information) using
different topics in each case.

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PART B – DISCUSS INFORMATION THAT HAS BEEN PRESENTED

For this part of the task you will listen to your colleague’s presentation on their emerging trend.
Take notes while they are presenting the information to you – you will need to hand these in to your
assessor. Your notes should contain the main points of the presentation and a note of any questions
you wish to ask.
Following the presentation, consider the information that they have given you and use your
communication skills to:
Clarify the information provided.
Find out extra information if required.
Make sure you understand all the information that has been presented.
Discuss the pros and cons of implementing the trend in Marino Enterprises.
You must make sure that you use both open and closed probing questions to obtain the information
that you need.
Your assessor will observe you during this part of the assessment.

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