SITTIND001B Develop and update tourism industry knowledge
Personal attributes and work ethics of an
employee in the tourism industry
The personal attributes and work ethics required of an employee in the
tourism industry include:
1.
Attendance and punctuality
Show reliability, accuracy, punctuality, teamwork.
For example, you arrive on time. Take lunch at the designated time and for
correct duration. This is important when working in a team environment.
Don’t let the team down!
2.
Ethical behaviour
You may recall ‘ethics’ had been discussed earlier. However, it is also
pertinent for it to be mentioned in this context as well – we each make
different ethical choices even if we have been raised similarly.
When we speak of ‘ethics’ we generally are referring to a system of
principles and values that govern the way we behave and act. Thus, we may
believe a person is ethical or unethical by the way they conduct themselves.
Unlike other behaviours the source of our ethical behaviours may not just be
determined at the individual level (influenced by our family, culture,
education or friends) or by the work environment (the culture of the
workplace and indeed, individuals with whom we work).
Be aware, unethical practices may have legal implications.
A case occurred when a business substituted a cheaper, poorer quality
product for a higher quality product, but sold the product at the higher
quality price. A restaurant selling a tour group a poorer quality whisky that
has been rebottled into a Johnny Walker Black Label bottle! Of course this
is just a ‘mock’ scenario as it wouldn’t be likely that people couldn’t tell the
difference between these two products. However, what this scenario does
demonstrate is that the restaurant’s action is misleading, unethical and
unlawful which is a breach of the Trade Practices Act.
Perhaps the most common unethical behaviour is lying - lying to clients,
colleagues and employers. People that do this try to rationalise this
behaviour by considering it only a small lie to keep the customer happy…
but it is still a lie none the less!
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SITTIND001B Develop and update tourism industry knowledge
Can you remember the expectations listed previously? If not, this would be
a good time to review these under the topic heading ‘Ethical issues affecting
the tourism industry’, and refer to relevant first chapter in the Road to
Tourism.
3.
Honesty

Show honesty and integrity: no underhanded dealings e.g. giving
discount where not appropriate to mates etc.

Show honesty in all actions – no stealing.

Keep industry knowledge up-to-date – providing incorrect information is
dishonest and has legal implications.
4.
Work performance

Delivers a service which consistently meets the customers expectation
and needs while maintaining the objectives of the organisation.

Follows office procedures e.g. registration of documents, safety issues
etc.

Constantly ensuring that the products and services offered are of the
highest quality.

Providing impeccable follow up and support to customers.

Develop those skills necessary for the efficient performance of their
duties.

A commitment by employees to professional standards in resourcing and
keeping up to date with tourism industry knowledge.

Training and attending industry seminars etc.
5.
Taking directives

Staff are expected to ensure decisions and behaviour are in line with the
principles of the organisation. This means employees must work
together with management for successful achievement of organisational
goals.

Respect management decisions and be guided by those decisions.

Follow procedures as outlined. Conduct and work should be professional
and be in the best interests of the organisation.
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SITTIND001B Develop and update tourism industry knowledge
6.
Attention to detail

Ensures that the products and services offered are of the highest quality.

Follows office procedures and maintains accuracy with all documents
and information required.

Delivers a service which consistently meets the customers expectation
and needs while maintaining the objectives of the organisation

Providing impeccable service and support to customers
7.
Appropriate dress and personal presentation /
personal hygiene

Abides by regulations e.g. wearing / changing into uniform, maintains a
high standard of personal presentation, clean shoes, clothes that have
been thoroughly washed / pressed, tidy hair, and minimal make-up.

Personal hygiene e.g. clean hair, well-manicured nails and facial hair
etc., no unpleasant body odour or strong perfumed scents.
8.
Attitude

Ensure your attitude is positive and service exceeds expectations of
client.

A positive experience for the customer reinforces staff professionalism
and the likelihood that customer will return, and will tell others.

Have an understanding of the personal attributes valued in the tourism
industry, and your roles and responsibilities.

Respect the privacy of others in the collection, use and access of
personal information – maintains confidentiality.

Follow a strict code of confidentiality regarding employer, employee
and customer information.
9.
Consistency of service

Delivers a service which consistently meets the customers expectation
and needs while maintaining the objectives of the organisation

Follows office procedures e.g. registration of documents, safety issues
etc.
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SITTIND001B Develop and update tourism industry knowledge

Constantly ensuring that the products and services offered are of the
highest quality.

Providing impeccable follow up and support to customers.

Follow strict codes of conduct relating to customer confidentiality.

Follow strict codes of conduct relating to Fair Trading principles.

Follow strict codes of conduct relating to OH&S and AntiDiscrimination legislation.
10.
Safe work practices

Understand and follow strict codes of conduct relating to OH&S.

Comply with policies and procedures in the work place which have been
set out in the OH&S and risk management guidelines.
11.
Duty-of-care
Consumers are protected under duty of care, to ensure that they are not put
into danger while they are on tour, holiday or visiting your organisation you
must:

Recommend and use reputable companies.

Impose tight controls.

Be adequately trained and fully competent in all aspects of your work.
12.
Organising your work
It is necessary for employees in a tourism business to stay organised and
meet their job responsibilities.
In order to do this, practise your self-discipline and try to adhere to the times
and dates for achieving goals.
Use a diary or electronic organiser to ensure that all tasks are planned,
remembered and achieved within deadlines. The diary must be checked at
the beginning of each day and should also be checked again at the end of the
day to confirm appointments and deadlines noted for the following day.
It's also important that the diary be left in an obvious place on your desk or
in your office so that it's easily accessible to update regularly. Particularly if
you are away from your desk or office, other staff will be able to check your
availability.
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SITTIND001B Develop and update tourism industry knowledge
Entries made in the diary should be fully detailed, including, for example,
the name of client with whom an appointment has been made, the date, day
and time of the meeting, the specific location and contact persons’ details.
To avoid confusion, only industry recognised abbreviations and codes
should be used.
A checklist of 'things to do' prepared each day from the diary and taking into
account requirements of management and fellow staff is another important
tool to ensure that tasks are not overlooked.
When compiling these lists, a difficult skill to master is prioritising the tasks
(i.e. organising them in an order from most important and/or urgent to least
important). How do you do this, you may ask?
Most important tasks are those that are significant to the business. Urgent
tasks must be commenced now because they won't wait.
For each task, answer the questions:

Must this task be done today?

Should this task be completed today?

Can this task be left until tomorrow?
13.
Managing your time
The diary and checklist are useful tools for organising your work. However,
you will realise that it's also important to give attention to the management
of time. Time management is all about setting goals and, once again,
prioritising tasks.
Any job in the tourism industry is made up of a number of smaller tasks. Set
yourself small goals with their own deadline and important checkpoints.
You'll feel a sense of achievement as each of your goals is met. This sense
of achievement will further motivate you to continue with your job. Make
sure that you set reasonable timeframes in which to achieve the goals and
obtain as much information as possible about the tasks you are to perform.
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