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Author Topic: Sample Hospitality Extended Responses  (Read 5619 times)

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katie,rinos

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Sample Hospitality Extended Responses
« on: August 23, 2019, 05:27:05 pm »
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Hospitality Food and Beverage Practise Essays
I just found a document fill of practise extended responses that I wrote during my HSC and thought I'd share them here. If they were marked I've included the marks and some comments. Most of these questions are from past HSC papers.

CSSA Trials 2017
Spoiler
Evaluate the learning opportunities that are available for individuals working in the hospitality industry in order to improve their industry knowledge and skills and to develop their careers

In the Hospitality industry there are many different ways for employees to improve their industry knowledge and skills to further develop their careers. This includes on the job training, training courses and through the media (television, online, newspapers, etc).

Through the use of the media an individual can learn more about industry knowledge such as the emerging trends and technologies in hospitality. Sources of information such as through television, online, articles, social media, radio and industry journals can all provide valuable information to an employee in the hospitality industry. An example of this is the cuts to penalty rates on Sundays, which were seen in newspapers and television to let employees know of the new changes. Emerging trends such as food trucks or crazy milkshakes may be seen through social media, therefore allowing employees to be ‘in the know’, with constantly updated information.

Employees may also be able to improve their skills through training courses such as those in coffee or the Responsible service of alcohol (RSA). Courses such as these can provide employees with new and updated skills. They can also be given certificates and accreditation and are able to work in new areas of a business further developing their skills and careers. In the case of the RSA an individual can then work behind the bar and serve alcohol to customers. 

Tafe courses such as VET Hospitality or an apprenticeship can also be a valuable way for a student to learn new skills and knowledge about the industry. Through this, students can receive valuable on the job training and skills that they will use in their careers. They are also taught the theory behind the job such as proper hygiene and safety practises. Similarly, they are taught the laws relating to Hospitality (such as the Food Act 2003 [NSW]) and their effects on employees and employers. Through this course, students receive a certificate of competency which is nationally accepted by businesses in Hospitality. Therefore on the job training and tafe courses can be effective in improving industry knowledge, skills and developing their careers.

Therefore, there are many different ways an employee can improve their industry knowledge, skills and develop their careers. This can include the use of media, on the job training, tafe and external training courses.

Feedback
This got 9/15. I found this a really difficult question that pick on a small part of the syllabus, that I wasn’t prepared for. Some other things I could have included are: industry experience, customer feedback, review by manager, short course, on the job, VET courses, Will Angliss private college, local council (training, hygiene), magazine/radio/online, WorkCover (safety), WHS safety committee, Union rep. Make sure throughout the essay you are giving specific industry examples. Evaluate and answer the question throughout.

Half-Yearly Essay
Spoiler
Prior to opening a restaurant for service there are many duties that need to be completed. Outline and explain the mise en place that needs to be completed for a successful lunch service period.

There are many different tasks that need to be completed in a restaurant before a service period. The French word ‘mise en place’ means everything in its place. During mise en place a restaurant will become ready for customers and their service. Front of house and back of house have many different duties that need to take place. This includes polishing cutlery, getting tables ready, the waiters station stocked and specials updated. The bar and back of house may need to get ingredients ready and machines such as the coffee machine prepared.

Front of House
The front of house may need to set up all the tables for service. They may have a regular floor plan or change it each day based on reservations. They will need to put a tablecloth on each table and may pin it down with clips on each corner. They then need to put a cover on the table. This includes the required cutlery (forks, knives, spoon, etc.), plates and cups. They also need to place flowers, salt, pepper or sugar on the table depending on the type of restaurant and their style. A front of house attendant would need to make sure that all of the chairs and cutlery are clean before service.

A waiter may need to polish the glassware and cutlery before service. They would use a bowl of hot, steaming water with some vinegar added to it. They would polish the glasses by holding them by their stem above the steaming water. They would wait for the glasses to fog up with the steam. They would then carefully wipe the inside and outside of the glass with a microfiber cloth. They would set the glass aside on a tray. They would need to be careful that they don’t touch the main point of the glass as it would have fingerprints and look dirty. They would need to polish enough glasses and cutlery for the service and a few more in case some break or a customer orders more than one drink

A front of house staff member may also need to fold napkins for the service. They will need to fold the napkins according to how it is done in the restaurant. They need to be the same to be consistent between the tables. They would need to fold more napkins then required, in case one drops on the ground.

They would also need to make sure that the waiters station is stocked with everything they need for the service period. This could include more condiments, napkins, cutlery, and plates/bowls. This may be needed if cutlery falls on the floor or customers decide to share meals. They should restock the waiters station if anything new is needed.

The waiters can also talk to the chef’s to see if there are any specials available. If there is, they can be written neatly and legibly so that all customers can see it. It can be written on chalk to a blackboard, or may be on a different medium depending on the restaurant. The waiter also has to make sure that all menus are clean for the service period and clean those that are dirty.

Bar/drinks area
The bar must make sure that there are enough supplies in their area. This could include ingredients such as fruit, dairy (milk/ice cream), and carbonated beverages. They can also check if there are enough cups/mugs in the bar area. If there isn’t they may need to restock these from either the coolroom or dry storage area.

The employees working in the bar may need to get all of the equipment and machinery ready. This could include the coffee machine. The employee must first plug the coffee machine in and allow it to heat up for 15-20 minutes. During this time, they should get out the coffee cups (cup, mug and demitasse), chocolate powder, tea, sugar, milk and milk jugs. They should be placed in the correct position ready for the service period. They should then fill the grinder with fresh coffee beans and grind them. The bag should be sealed and placed in a cool, dark place. They should season the coffee machine by making a shot of coffee from each side and throwing it out. This flushes out any chemicals that were used to clean the machine.

The bar area also needs to prepare the garnishes for their drinks. They must prepare them in the required way and store them back in the coolroom/fridge as required. This is efficient as preparing the garnishes before the service period allows for the bar staff to prepare drinks in a quicker way.

Back of House Staff
The back of house also needs to prepare ingredients for service. They may need to peel and cut a large variety of vegetables. They may do some precision cuts of ingredients before service so they are ready. Simple components of dishes may be prepared so they are ready and can be served in an efficient manner. This could include getting the bruschetta mix ready prior to the service period.

The back of house may need to check that they have enough stock in the right area ready for service. They may need to transfer ingredients from the coolroom to smaller fridges near the food prep areas. This is done so there is enough supplies ready for the service period.

Through the use of mise en place a restaurant can efficiently become ready for a service period. Mise en place involves all areas of a restaurant to get ready for the service period. Front of house needs to polish cutlery and glassware, fix table settings, the menu and specials. They also need to make sure the waitors station is stocked and fold napkins. The bar area needs to check stock and start machinery such as the coffee machine. Back of house need to prepare ingredients and check stock. This all contributes to being ready for the service period.

[This essay received 15/15]

2016 Hospitality: Question 23
Spoiler
Food and Beverage, Food Production/Kitchen and Human Resources are three departments that operate within a large hospitality establishment. Explain the primary role of each of these departments and how their interrelationships can ensure quality customer service.

A key department is a smaller part of each organisation within a hospitality establishment that focusses on a specific area of the business. The interrelationships between these departments can ensure the smooth operations of the business and it’s effective running.

Food and beverage is the front-of-house responsible for the service of food and drinks. In larger businesses this could be the bar, room service or waiters at a restaurant. They will meet and greet customers and may walk with the plates to the table. They may also collect the bill at the end of a meal. They are connected to the food production as they can provide dockets for meals. They may also communicate about the number of guests, dietary requirements, and special needs. They could communicate about customer feedback/complaints and staff feedback on quality assurance (e.g temperature or hygiene issues). They could talk about time and time management issues (e.g stagger orders).

Food production/kitchen are those who are responsible for preparing and cooking the food. They may cater for large functions. They also operate commercial cooking equipment such as large ovens and salamanders. They are interconnected with food and beverage as they may provide information on new specials. They can also communicate when ingredients are running out and are unable to be sold. Food and beverage staff can clarify the ingredients within a meal in case of any allergens. They can also provid information on menus for special occasions (e.g Valentine’s day). Information can also be provided about the timings of menus and how long is left until a menu is served. Staff from food and beverage might enquire about staff meals.

Human resources main responsibility is to deal with the hiring of new staff. They also train and retrain staff. They make staff rosters, records and manage industrial disputes. They make sure a business is up to with all legal requirements. They manage staff disputes and negotiate staff roles. They cooperate with food and beverage and kitchen staff to interview, train and recruit new staff. They deal with any disputes between departments and can offer incentives to those in other departments. They also consult about staffing levels in both peak and off peak seasons.

Therefore, the food and beverage, food production and human resources have interrelationships to provide an effective service period to customers.

2015 HSC Hospitality Q22
Spoiler
Evaluate the impact of current and emerging technologies on operational duties and service delivery in the hospitality industry.

Current and emerging technologies can have a significant impact on the operational duties and service delivery in the Hospitality industry. Examples of these include online reservation systems, POS systems, digital menu boards and social media.

An Online Reservation system can accept bookings for services such as restaurants or hotels online. They are an effective way for customers to make bookings are they are open 24/7 and have faster payments. Advantages for staff include that they can reduce the possibility of no-shows as the customers have personally booked this, and staff can easily upsell and include add-ons for some products. This is a modernised approach that is efficient and saves the time of staff. However, this system requires good reliable internet access and could have a cost (either per transaction or monthly). There could also be the risk of a security issue as customers could be paying for these for these services online or providing contact details.

Digital menu boards and Interactive menu boards are becoming increasingly popular in fast food outlets such as McDonalds. Customers can view the menu on large boards near the counter which are able to change for different service periods such as breakfast and lunch. Interactive boards are available for customers to place their order and menu items can be changed to fit a customer's preference (e.g no sauce on their burger). They are successful as they are quick and easy for a customer to do. However, they may glitch and stop working, and staff may need to have technical training in how to work them. They may also have a large initial setup cost.

Electronic Point of Sale (POS) systems are an important part of the service delivery of the hospitality industry. They enable orders to be put through, meals to be prepared and orders finalised. They are effective as they are able to take less time and reduce errors. However, they may have large initial setup costs and need staff training. They also may crash and therefore alternatives need to be put in place in case this happens.

Social Media can be an effective way for a business to be represented to the public. Businesses can have social media platforms such as Twitter, Facebook or Instagram to share information and photos to their customers. Customers may also share their photos and feedback of their experiences. This has the ability to be far-reaching to a large audience of people. However, controversial status may go viral and therefore a restaurant must be very careful when they are posting to not offend anyone. Complimentary beverages or specials may also be given to customers who share or like a business on social media. Organisations may have a code of conduct or a social media policy for their employees so that everybody knows what is required of them.

Therefore, current and emerging technologies are very significant in the operational duties and service delivery of the hospitality industry.  This includes Online reservation systems, digital menu boards, Electronic point of sale machines and the use of social media.

2014 HSC Hospitality Q21 (Essay Plan)
Spoiler
The hospitality industry has implemented a range of strategies for establishments to operate in an environmentally sustainable manner. Assess the extent to which these strategies address current issues of concern.

Energy use= energy efficient appliances, LED lights, solar panels
Water management= half-flush water saving toilets, minimise laundry (towels)
Recycle/Reuse =recycle bins, paper/glass/plastic bottles/containers

Issues of concern:
-   Sustainability
-   Waste management
-   Recycling/reuse
-   Energy use/efficiency
-   Water resource/efficiency

The hospitality industry has implemented strategies to help the areas of energy use/efficiency, water management, recycling and reusing. These efforts have been very successful in addressing the issues of concern and attempting to rectify them.

Energy is used excessively in the industry through means such as lighting, music, large amounts of equipment and technology. In an effort to be environmentally sustainable, businesses have used energy efficient appliances. Equipment such as those with a low 5-star energy rating can be more beneficial to the environment. LED lighting may be used as an energy efficient alternative to halogenic and other lighting options. Solar panels may also be used to reduce the drain of the electricity. Therefore, these methods are very successful in addressing and attempting to improve the area of energy efficiency.

Water is also largely consumed in the industry through dishwashers, bathrooms and cooking with pots. Half-water and water saving toilets successfully reduce the amount of water used in the bathrooms. In hotels, towels and laundry may be washed every few days instead of every day to reduce water consumption. Therefore, this has been fairly effective in addressing the issue of water efficiency.

Another area is that of recycling and reusing, as there can potentially be a large amount of waste in the hospitality industry. Things such as glass/plastic bottles and spare paper can be reused/recycled again in the restaurant. You could also reuse plastic containers for the storage of food. This is a fairly effective way of addressing the issue of waste by reusing and recycling.

Therefore, the efforts to address environmental issues such as energy/water usage has been very successful.

2013 HSC Question 21
Spoiler
Explain how the Work Health and Safety Act 2011 (NSW), WorkCover NSW, and Codes of Practice assist in ensuring the health and safety of employees in the hospitality industry in NSW.

The Work Health and Safety act 2011 (NSW), Workcover and Codes of practise are very effective in ensuring employee health and safety.

The Work Health and Safety Act 2011 (NSW) is the state legislation regarding employee health and safety. It aims to eliminate and reduce possible workplace hazards and encourage unions/employees to take an active role in workplace safety. They provide information, education and training to decrease to amount of injuries and fatalities in the hospitality industry. With this law, a 42% decrease was recorded in compensated work-related fatalities between 2011-2012, showing its effectiveness in ensuring the health and safety of employees.

Under the new law, an employer needs to ensure the health and safety of workers and provide adequate facilities. They must provide training to employees on new equipment (e.g coffee machine), if they have never used it before or are unsure on procedures. They should provide relevant PPE (such as an apron, enclosed leather shoes, hair net or gloves). Workers should be given the opportunity to go to training days to further their skills and knowledge of safety. They must allow employees to start a Work Health and Safety group if they wish and hold regular meetings. The employer must similarly cooperate with the WHS committee to remove any safety concerns and should listen to all safety concerns by staff. Thus, the law is very effective as it ensures the compliance of employers to provide adequate training and procedures regarding employee safety.

An employee, under the safety act, needs to take reasonable care of their own safety by doing tasks as they have been trained. They should cooperate with their manager’s decisions in order to comply with the act. They should report safety concerns to the WHS committee, manager or supervisor. They should only undertake duties they have been trained in and are of their employment category. Therefore, under the law there are many different things required to ensure the health and safety of employers.

Workcover NSW enforces the Work Health and Safety 2011 (NSW) Act. They provide education, inspections, and investigations into actions and complaints. They can enter a site after a complaint has been made and take photos, samples, interviews, documentation, and seize property. They investigate any incidents that cause serious injury or death. They may prosecute businesses with penalties, fines, prohibition notices and improvement notices. They ensure workplace health and safety through compliance with the law.

Codes of practise are a practical breakdown of the law so that businesses can achieve the standards of the law. They provide steps in which a business can comply with the WHS law. They deal with particular issues and do not cover all hazards/risks that may occur in the workplace. There are specific codes of practises on areas such as risk management, workplace risks and hazardous substances. These are effective in helping a business comply with the WHS laws and guarantee the health and safety of all employees.

Therefore, the WHS act, Workcover NSW and codes of practise have been very effective in decreasing the amount of employee injuries and fatalities from workplace accidents.

2008: Question 21 (Essay plan)
Spoiler
Consumer protection, duty of care, anti-discrimination, workplace relations and equal employment opportunity are legal issues that have an impact on the hospitality industry. Analyse the impact of government legislation on the hospitality industry. In your response, refer to relevant legislation that addresses two of the above legal issues.

They have a large impact on the hospitality industry as businesses need to comply with these laws in order to avoid prosecution such as large fines or jail. They affect the running of a hospitality business and the way customers and workers interact.

Consumer protection: Competition and Consumer act 2010 (Cwlth)
- Addressees advertising, price setting and transactions between consumers and the business. Must offer products that are safe. Covers price fixing and unconscionable conduct.
- Cannot be misleading, products must be as advertised with the correct description. E.g an online advertisement of a hotel room must be the same when in the room. If a complimentary breakfast is advertised, it must be given. If a free/discounted meal voucher is given it must be abided to.
- Regulated by the Australian competition and consumer commission (ACCC)

Anti-discrimination: Anti-discrimination act 1977 (NSW)
- Fair and equitable access to services.
- Customers and employees cannot be discriminated based on their age, gender, religion, pregnancy, disability or nationality.
- A customer cannot be discriminated if in a wheelchair, speaking a different language, of a different religion (Muslim/Christian,etc.)
- Positive work environment, profitable business.

Equal Employment Opportunity: Equal Opportunity (commonwealth authorities) act 1987
Equal Employment for women in workplace Amendment act 2012 (Cwlth)
- Stipulates that employment must be based on merit rather than irrelevant characteristics such as age, gender, sexual preferences or disability.
- People who are qualified will receive employment positions instead of on irrelevant characteristics.
- Multicultural, diverse workplaces.

Workplace Relations: Fair work act 2009
• How parties interact in relation to human resources to determine wages and working conditions. (Parties= government, employer/employer groups and employee’s/trade unions).
• Includes pay and working conditions, settling disputes in the working relationship and negotiating a collective agreement.

2007: Question 21 (Essay Plan)
Spoiler
Analyse the impact of emerging markets, government initiatives and labour issues on the hospitality industry.

Emerging Markets
• Refers to a group of customers, a product or type of organisation that is experiencing rapid growth.
• Food Trucks: aim of attracting a different market in various locations of the city. Each truck offers different menus and are located in areas that have limited food and beverage facilities. They rely on social media to inform customers on their whereabouts.
• Pop-Up restaurants: Unique experience for a relatively short period of time, from a few weeks to a few months. Offer a fair bit of hype.
• E-Business: The internet has allowed access to a wider market as customers can can view products and services, and make bookings online. This can offer increased business for small-medium organisations. However, price competition is important to customers comparing organisations and discount rooms may be offered. The management of online customer service is integral to this internet presence.
• Healthy Menus/Special diet options: The focus on healthy meals and menus that cater for diets such as gluten free, lactose free, diabetic and vegetarians has increased significantly.
• Schoolies Week: Year 12 school leavers having a break after final exams. Accommodation sector promotes heavily to this group. Security and safety remain an issue and some organisations have banned schoolies.

• Government initiatives include:
• Subsidise training costs for areas with skills shortages.
• Subsidise wages or provide incentives to hire specific workers such as apprentices or unemployed.
• Make student loans more accessible.
• Investment and grants towards Trade Training Centres.
• Establish Skills Australia to identify skills shortages.
• In the 2012-13 Federal Budget, over one billion dollars was allocated to vocational education and training.
• Grants for the Australian Apprenticeship Mentoring program.
• 457 visa was adapted to sponsor overseas workers to address skills shortages.
Labour Issues
• There are limited full time positions and most are casuals so labour turnover is very high.
• The recent changes to penalty rates in the hospitality industry, which was made by the government, include workers losing their Sunday penalty rates. This has angered workers as they are receiving less pay. It is cheaper for a business to be open and they can now stay open longer hours and do more business over the weekend. Customers are also happy as there are more places open at an affordable price on the weekend.
• There are peak times during holiday periods and therefore the work is seasonal.
• Hospitality organisations look at strategies to retain staff.
• This includes flexibilities with rosters, staff development, better working conditions, and adopting a range of non-monetary benefits.
• There is a shortage of qualified chefs due to an increase in retention rates at school and negative social attitudes towards trade work.
• Online courses allow time poor individuals to understand the courses and complete coursework in their own time.
• Workers may be unaware of their rights and paid unjustly. The Fair Work Act has simplified the industrial relations framework, making it easier for organisations to comply.
• The explosion of media competitions/shows relating to food (MKR, masterchef, baking shows, etc.) means that customers believe that they are chefs and have an increased knowledge about food and beverages than ever before. They are also well travelled and looking for new, exciting dining experiences. Therefore, the hospitality industry and workers need to stay up to date, especially on emerging industry trends

Hope these Help!!  ;D
« Last Edit: August 23, 2019, 05:33:33 pm by katie,rinos »
Class of 2017 (Year 12): Advanced English, General Maths, Legal Studies, Music 1, Ancient History, History Extension, Hospitality
2018-2022: B Music/B Education (Secondary) [UNSW]