Chapter 1 Develop and update hospitality industry
knowledge
Summary
This chapter is concerned with developing skills that underpin a learner’s ability to
become a hospitality professional.
It begins by laying the foundations for developing research skills, questioning
techniques and sourcing hospitality information. The chapter then discusses
information needed to assist effective work performance such as understanding the
structure, scope, and services and sectors of the industry.
The hospitality industry is comprised of a number of sectors providing a range of
services and facilities. Sectors include restaurants, cafes, clubs, caravan parks,
hotels, motels, hostels, convention centres, roadhouses and cruise ships, among
others. Information about these various sectors can be sourced from textbooks, the
Internet, personal experience, colleagues and associates, industry associations and
tourist offices.
Each sector offers various products and services and may be classified as
commercial (profit making) or non-commercial (not for profit, such as institutional
catering). Each sector additionally offers career opportunities and pathways.
There are both internal and external factors that can impact an enterprise. Internal
factors include service standards, pricing structure and products and services
offered. External factors include trends, competition, seasonality and legislation.
The hospitality industry is closely aligned to the tourism industry. Tourism refers to
those activities that take people away from their usual place of residence for
pleasure or a holiday, other than for work. The three tourism sectors are hospitality,
travel operations and visitor services.
The tourism industry features significantly in this chapter because of the relationship
between hospitality and tourism. Specifically, the chapter discusses the economic
impact of tourism, infrastructure development and recent impacts on tourism.
The hospitality industry maintains relations with other industries also, for its survival.
As an industry, it is only sustainable through the existing mechanisms that support a
community as a whole. In other words, the hospitality industry relies on local
transport service, a labour market, events, retail and wholesale businesses, public
sector services etc.
Socially and culturally, tourism and hospitality can positively (and negatively) impact
quality of life of those people living and working in tourist destinations. Responsible
tourism development is discussed to reinforce its importance to ensure sustainable
tourism practices, particularly in relation to environmental issues, appropriate waste
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management and energy efficient operations. An appropriate level of understanding
of these issues affords an excellent opportunity for better cultural relations and better
management of the environment.
Career opportunities are briefly discussed in the chapter but more in-depth
knowledge is in Chapter 11, Career Paths and Job Seeking Skills. There are various
roles and functions available in the hospitality industry including food and beverage
attendant, room attendant, receptionist, chef, concierge and bar attendant, among
others. In larger organisations, such as hotels, departments identify the
services/products available. Departments and roles can be graphically represented
on an organisational chart.
There are a number of desirable attributes all hospitality professionals should
demonstrate including excellent grooming, interpersonal skills and attitude.
There are a number of organisations that support the hospitality industry, employers
and employees, such as industry bodies, employer organisations and trade unions.
There is a brief discussion on working conditions in the hospitality industry.
Quality assurance, an internal factor, but frequently informed by external factors, is
the control of the variations in the provision of goods and services that ensures
consistency. There are various quality assurance programs that hospitality
enterprises can implement. The quality (and number and type) of the products and
services an enterprise offers has a bearing on the star-rating it can be awarded. In
Australia, AAAtourism awards star ratings.
Current and emerging technology has a significant impact on our industry.
Applications available to the industry are rapidly changing and new entrants to the
industry need to more technologically savvy than ever before.
All people working in the hospitality industry have legal and moral obligations to
employers, employees and customers. Multiple pieces of legislation impact the
hospitality industry including liquor and gaming licensing, consumer protection,
public health regulations, occupational health and safety, industrial relations, equal
opportunity and privacy laws.
At the time of going to print (October 2007), a Federal Election had been called. The
impact of this is not only a (potential) change of government, but potential change of
legislation in some areas that are likely to impact hospitality (and other) workers.
Specifically, industrial relations law. In addition, states and territories may change
legislation that may impact the hospitality industry through out the life of the book. It
is important that learners use their research skills to remain up-to-date about these
changes in their state or territory.
Ethical industry practices are considered and are generally an interesting topic of
discussion! Various practices are discussed and ethics defined.
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Monitoring hospitality and tourism data enables appropriate and timely responses to
emerging markets, government initiatives, environmental and social issues, trends,
labour issues, and market retraction or expansion.
Check please (Pg 11)
1. Distinguish between formal and informal research, and qualitative and
quantitative research.
Research is a set of techniques we can use to locate information relevant to our
needs and to process that information so that we can use the relevant data to assist
us to build our knowledge. (Pg 2)
Formal research involves systematically gathering and analysing information from
primary and secondary sources relating to a product or service or even the industry
in general. Primary source information is information collected through interviewing
(one-on-one or group sessions) or questionnaires (for example, from the guest) or
even chatting to colleagues. Secondary source information is information gathered
from already published data. (Pg 3)
Informal research involves the collection of information from sources that have
already formally researched the products and services (secondary sources). This
could include reading newspaper articles, menus and wine lists used in the venue,
or reading a brochure on other accommodation venues in the chain of venues. (Pg
3)
Qualitative research is looking for general information, explores ideas and seeks
feedback. For example, ‘What did you enjoy most about your stay?’, 'How could we
improve our service?’ What additional products would you like us to offer?’ (Pg 4)
Quantitative research measures or monitors events or performance in terms of
numbers and percentages over time. For example, many hospitality enterprises
measure their success on satisfaction surveys: ‘How satisfied were you with the
service we provided?’ 1. Very satisfied, 2. Satisfied, 3. Not very satisfied. These
types of questions can help us determine the quantity of satisfied customers, usually
expressed as a percentage (65% very satisfied, 30% satisfied, 5% not satisfied).
Qualitative research can help us identify what it was that was not satisfying. (Pg 4)
2. Distinguish between open-ended and closed questioning techniques.
Open-ended questions are questions that usually make it difficult to respond in a
simple yes or no. These types of questions start with why, which, how, what and
who. (Pg 4)
Closed questions are those questions that generally make it easy to respond ‘yes’ or
‘no’. For example, ‘Would you help me with this?’ ‘Would you like a drink before
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dinner? ‘Would you like to order now?’ ‘Do you have a preferred date?’ ‘Is there
anything else I can do for you?’ (Pg 4)
3. Why is it important to understand the host-guest relationship?
Students may offer various answers to this question. The key however, is
understanding that hospitality is underpinned by the host-guest relationship. Thus ‘at
its core, hospitality can be said to be the result of the relationship between a host
(giver) and a guest (receiver). A host may be a single person or several people; it
may be an organisation or business such as a hotel, a restaurant, a country or even
a region. Similarly, the guest may be a single person or many people. The person or
people may represent themselves, a business, a department, a city, a venue. The
host is the one offering hospitality; the guest is the one receiving hospitality. In a
hospitality context, what is being offered is food, beverages, accommodation or
some combination of the three. Without the host and the guest, and the offering and
receiving, hospitality cannot be said to exist.’ (Pg 6)
4. What is a hospitality sector?
The hospitality industry is comprised of a variety of sectors providing a range of
services and facilities and a range of jobs in various departments. A sector is one
area of an industry, often a specialist area that can be said to be a division in its own
right. (Pg 7)
The hospitality industry (and many other industries) is divided into sectors to
facilitate operations and more clearly distinguish between commercial and noncommercial operations.
5. Distinguish between commercial and non-commercial operations.
Commercial venues are in business to make a profit. Non-commercial enterprises do
not generally operate to make a profit and may include services such as institutional
catering in hospitals and schools. (Pg 7)
6. What is a product? What is a service?
Products are the tangible aspects of hospitality; things the guests can touch or
consume. Service or services refers to an action, an activity or an experience. A
service is a task performed by employees that contributes to the guest’s comfort and
enjoyment of the hospitality experience. It is something we do for the guest. Unlike
goods or products, a characteristic of service is its intangibility: we cannot physically
touch or hold a service, and it is not something that can be stored for future use. (Pg
7)
7. What is the difference between internal and external factors that can
influence a hospitality operation?
Factors that can influence an operation are either internal or external. Internal
factors, such as pricing policies and marketing strategies, allow for some control by
the enterprise whereas external factors, for example government regulations and
seasonal influences, are beyond the control of the enterprise. How organisations
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respond to the factors that impact on them can determine their level of success. (Pg
9)
Check please (Pg 23)
8. How does tourism contribute to the economic development of Australia?
Tourism contributes significantly to Australia’s economic wellbeing and development.
The tourism industry employs more than half a million people, either directly or
indirectly, and generates in excess of $73 billion per year in revenue ($55 billion in
domestic tourism consumption and $18 billion in international tourism consumption),
of which domestic tourism accounts for 75%.
Tourism is a major factor in federal and state and territory government economic
strategies due to its positive impact on the economy. Tourism will continue to
expand (and of course, occasionally contract!), creating wealth and job
opportunities, particularly in regional Australia.
The Tourism White Paper (2003 argued that the continued significance of tourism
and the changing dynamics of the industry make it vitally important to initiate,
develop, implement and maintain strategies for maximising the industry's potential
and for responding to the changing landscape of the industry.
In addition, each state and territory can and does benefit from the promotion of their
many attractions, tours and events that encourage visitors, irrespective of visitor
origin, to generate a flow of spending in the community. (Pg 13)
9. Distinguish between exports and imports
Overseas visitors bring ‘new’ money into the economy when they exchange their
foreign currency for Australian dollars and spend it at the destinations they visit.
Hence, tourism is regarded as a service-based export, earning foreign currency that
can, in turn, be used to invest or purchase imports.
Exports are good and services sold by a business within a country to other countries
to earn foreign currency. Imports and goods and services purchased by businesses
within a country from other countries.
10. Distinguish between inbound, outbound and domestic tourism.
Inbound tourists are those visitors to Australia whose main place of residence is not
in Australia (Pg 12).
Outbound tourists are those tourists whose main place of residence is in Australia,
travelling outside Australia. (Pg 12)
Domestic tourists are Australian tourists travelling within Australia (interstate and
intrastate). (Pg 12)
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11. What is meant by the purpose of travel?
The purpose of travel refers to the visitor’s reason or main motivation for travel. (Pg
13)
12. How does infrastructure affect a destination?
To make any tourist destination functional, attractive and appealing for the visitor,
the infrastructure of roads, bridges, airports, transport systems,
telecommunications, water systems, waste disposal and so on needs to be
developed and/or upgraded to a certain standard. This requires a massive
investment in financial and human terms. Often tourism can act as a catalyst for
this and can be of enormous benefit to local communities and residents as well
as their visitors. (Pg 18)
13. How does an increase in the Australian dollar affect outbound tourism?
(At the time of writing, the Australian dollar was buying $US.94c; at 30 year high)
An increase in the value of the Australian dollar is likely to reduce domestic travel as
outbound travel becomes increasingly more attractive (overseas travel becomes
very attractive when dollar is high). Conversely, inbound travel is likely to decrease
because, with a strong Australian dollar, Australia is a less affordable (therefore less
attractive) destination for inbound tourists.
14. What are the major impacts affecting the tourism industry today?
The responses to this question should essentially be the same, but the examples (if
any) given are likely to vary depending on what’s going on globally.
 Long haul destination
 Rising Australian dollar
 Threats of and actual terrorism
 War and political instability in many regions
 Natural disasters
 SARS
 Bird flu
 New entrants in the industry
 Corporate collapse
(Pg 18)
15. With what other industries are hospitality linked?
 local transport services
 a labour market
 events, entertainment and recreation facilities
 attractions (natural and man-made)
 retail shopping outlets
 banks and public sector services such as a post office
 chemists, doctors and so on.
(Pg 21)
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16. How does the multiplier effect work?
The link between hospitality, tourism and many other industries means there is a
strong reliance on each other for survival. Each of the services and industries
has a direct and indirect impact on each other in monetary terms. All visitors and
each of these industries generate a flow of spending through the community as a
result of tourism activities. This flow of spending is called a multiplier effect and
works in stages as the money is passed from one business to the next and on to
the next as each supplies a different service or product to meet the initial demand
from the tourist. (Pg 21)
Check please (Pg 28)
17. Briefly explain the social and cultural significance of tourism.
The hospitality (and tourism) industry is often described as a ‘people industry’,
meaning that the very nature of the activity or the experience ensures that you will
meet new people in new places. As workers in the industry we will also have plenty
of face-to-face personal contact with our customers and guests. Hospitality (and
tourism) actually encourages such social interaction, particularly when people are in
holiday mode. (Pg 23)
Overall, the components of social and cultural significance of tourism include:
 Better quality of life
 Better understanding of people
 Improved cross-cultural understanding
18. What is cultural tourism?
Cultural and heritage tourism are tourism activities that enable tourists to engage
more with other cultures and lifestyles. (Pg 24)
19. What is responsible tourism development?
Tourism can cause considerable social and cultural costs to a community. Too many
tourists or too much hospitality development to a destination can cause
overcrowding to the extent that local people feel their lives are being disrupted as
access to services, facilities and sometimes, even land becomes more difficult.
However, such problems can be curtailed with more responsible planning,
management and promotion of tourism. Responsible tourism development attempts
to balance the needs of local communities with those of the tourists. It is the job not
only of governments but of tourism professionals in the industry as well, to achieve
this balance. (Pg 23)
20. Why are environmental issues impacting more and more on tourismbased operations?
It is often argued that environmental assets are the very foundation for a tourist
destination and should be developed and made more accessible for the enjoyment
of tourists. Conversely, too much tourism development can have harmful effects on
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the fragile environments found in coastal areas, mountains, national parks or islands
and should be protected at all costs. The challenge is to balance the use of such
areas through careful planning, sensible management policies and proper
conservation techniques.
Some of the reasons tourists visit particular destinations is because of the climate,
the natural scenic attractions and the unspoiled beauty. The natural environment is a
major factor in making destinations attractive to visit. Many tourists seek a naturebased experience for their holiday as an escape from city-based life. The hospitality
facilities and services offered at these destinations must be in harmony with the
environment and expectations of the visitors. (Pg 29)
There is increasing pressure to ensure that the environment is protected (particularly
against poor tourism management) for continued/future use and the preservation of
the flora and fauna/biodiversity. (Pg 24)
21. What are the key characteristics of ecotourism?
Ecotourism is tourism concerned with maintaining the natural and cultural integrity of
certain areas. A true ecotourism experience should possess the following
characteristics:
 be a nature-based experience;
 be low impact and small scale;
 promote a conservation ethic;
 support local communities; and
 provide a learning experience.
(Pg 25)
22. What is waste management and why is it increasing in importance?
Waste management refers to how we manage the disposal of the millions of tonnes
of waste generated each year through tourism-based activities. Waste is anything
that is no longer of any use in its current form. (Pg 26)
It continues to gain momentum in terms of its importance because of the vast
quantities of waste generated each year in hospitality and tourism based operations,
the lack of recycling of the waste, and the impact on the environment in terms of
both waste and non-recyclable/renewable resources.
Refer students also to www.sustainability.vic.gov.au
Efficient
waste
and
energy
management
reduces
costs,
protects
the environment and saves our precious resources. As a greater awareness of these
environmental issues develops, more and more people will use an enterprise’s
attitude to environmental issues as a selection criterion for using that enterprise’s
services and facilities.
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23. What can hospitality enterprises do to manage their energy resources
more efficiently?
Many hospitality-based enterprises are introducing energy-efficient methods of
operation. To help minimise negative environmental impacts, many facilities are
converting to alternative power sources such as solar power and many facilities
have reduced their electricity usage with a power-source room key. (Pg 30)
Students may want to take a look at the following websites to facilitate discussions
on climate care and carbon emissions and the Human footprint.
www.greenhouse.gov.au/ncas
www.climatecare.org
Check please (Pg 36)
24. Distinguish between front of house and back of house.
Front of house are those parts of the enterprise to which customers and guests have
access. Conversely, back of house refers to those parts of the organisation to which
only staff have access.
Positions within each of the departments (of hospitality enterprises) are traditionally
categorised as either back-of-house, meaning non-guest contact or support roles, or
front-of-house, meaning roles in regular contact with the guest. Front-of-house roles
are also commonly referred to as front-line positions. (Pg 28)
25. What is a ‘service ethos’? Why is it an important quality for hospitality
professionals to possess?
A service ethos is the outstanding qualities, attributes and characteristics inherent in
hospitality professionals that influence the delivery of service to their customers. (Pg
32)
Answers to the second part of this question may vary. Essentially, it is an important
quality because we are in a service industry and quality customer care should be our
focus achievable with a good service ethos.
26. What is a good work ethic?
Work ethic can refer to both our initiative, commitment to the job/task at hand, effort
in the work place and level of physical exertion while working, in addition to our
moral behaviour.
A work ethic is how we feel about the work we do and therefore affects how hard we
are likely to apply ourselves or how much effort we are likely to exert.
There are a number of implicit ‘tests’ that can be used to measure our work ethic.
These may include:
 Time keeping: do we arrive for work on time/are we frequently late for shifts?
Do we rush out the door at the end of shift irrespective of job completion?
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
Absenteeism: do we take frequent ‘sickies’ or are absentees genuine days of
illness?
 Manner of dress: do we present ourselves appropriately for work or are we
generally quite untidy in appearance?
 Flexibility: are we generally flexible with the shift we can/can’t work?
 Team work: do we try to work as a member of team or run our own agenda?
 Attitude: are we hospitality focused? Can our attitude be said to be ‘good’?
 Effort: do we exert sufficient effort/’pull our weight’ in the workplace?
(Pg 32)
27. What are the industry expectations of hospitality professionals?
 good work ethic
 service ethos
 effective communication skills
 product knowledge
 strong interpersonal skills
 positive attitude
 work-related skills
(Pg 32)
28. What personal attributes do you think you already posses that may appeal
to a potential employer?
Hopefully, students identify skills such as:
 Enthusiasm
 Initiative
 Good grooming
 Good attitude
29. With what is industrial relations concerned?
Industrial relations are concerned with the management of relationships between
employers and employees. (Pg 34)
30. What is the role of tourism (hospitality) industry bodies? How do they differ
from trade unions? Who do unions represent?
The role of the professional hospitality bodies includes the advancement hospitality
in general but also representation of and assistance for their members in such
matters as:
 Industrial relations
 Legal and regulatory concerns
 Training initiatives
 Operational support
 Etc.
(Pg 34)
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They will lobby state governments and the federal government to influence decisions
on policy issues that tend to affect their members in the various sectors and often for
the industry in general. They provide many business-networking opportunities
through their annual conventions and various travel expos, business seminars and
social events. They also help to promote excellence within the industry through
annual tourism awards and support for industry training and accreditation schemes.
To take advantage of the many services available through employer associations
requires membership.
A Trade Union is an organisation that represents its members (employees of a trade
or industry) and aims to protect and improve the working conditions of it members.
All employees under an award are entitled to membership. (Pg 35)
Note: For further information, most local union representatives make themselves
available for guest lecture/class discussion. Alternatively, students can be
encouraged to visit the local union representative or visit the website of a union in
their state to find out what, specifically, a union can do for its members.
Check please (Pg 43)
31. What is quality assurance?
Quality assurance is the control of the variations in the provision of goods and
services that ensures consistency. (Pg 36)
32. What is an accreditation system?
System of standardising the delivery of services and products to meet specific
quality requirements. Used principally in the various tourism sectors. (Pg 36)
33. The importance of quality and quality assurance programs lies in the cost
of not providing quality. What does this mean?
Not subscribing to any quality program, formal or otherwise, will ‘cost‘ the enterprise
in terms of time, money, customers and consistency in the products and services
offered. (Pg 43). By standardising product and service delivery, organisations are
better able to meet customer needs and expectations consistent deliver of the
product/service.
Importance of Quality Assurance in service industries:
 maintains consistency of standards
 reflects value (for money)
 acts as a controlling agent in achieving the desired consistency
 provides a measurement tool to determine standard achieved
 encourages customers to return by identifying standard achieved
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34. What is e-commerce?
E-commerce is the electronic distribution of products and services (conducting
business via the internet). (Pg 41)
35. Explain the difference between an extranet and an intranet.
An extranet is a private or internal (company) computerised information network
system that allows us to securely communicate and share organisation information
with a limited group of external parties (suppliers, customers, other businesses).
Extranets are not generally publicly accessible in the way the Internet is. However,
some tourism and hospitality based operators may allow the public limited access to
their extranet. Users usually need a password or need to login to access the site.
Examples of extranets include computerised reservation systems used by retail
travel agents and tour operators. (Pg 41)
An intranet is also a private or internal (company) computerised information network
that allows us to securely share organisation information within the organisation.
That is, with employees. (Pg 42)
Check please (Pg 55)
36. Explain the ‘duty of care’ employers have.
A duty of care is the responsibility one person has for the safety and well being of
another. Employers are responsible for the well-being of all people who work or visit
the premises from which the business is operated. (Pg 44)
37. Employer’s duty of care liability is extended to the actions of their
employees. This is referred to as vicarious liability. Explain what this
means.
Vicarious liability exists where an employer has a duty of care for the public. It
means that their liability is extended to the actions of their employees. In other
words, the employer is responsible for employees’ behaviour and therefore ensuring
that the actions of employees meet legal requirements and is in no way detrimental
to the safety or welfare of, or discriminates against, guests, customers or colleagues.
(Pg 44)
38. What is OHS legislation intended to do? What are the three principles of
this legislation?
Occupational Health and Safety (OHS) laws are designed to protect the welfare of
people in their workplace and people who use or visit that establishment. It provides
a framework for employers within which to develop a safe and healthy work
environment and is guided by three principles: prevention (safety rules); workers
compensation for work-related injuries; and rehabilitation (treatment and retraining).
(Pg 46)
39. What are the two main pieces of legislation concerned with public health?
The Food Act and the Health Act. (Pg 46)
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40. What are the key changes to industrial relations legislation?
In 2005, the federal government enacted new industrial relations laws that came into
effect in March 2006. There are a number of new pieces of legislation and
amendments in which the reforms are contained. The most important of these are
the Workplace Relations Amendment (Work Choices) Act 2005 and the Workplace
Relations Regulations 2006.
The key reforms are:
 The establishment of the Australian Fair Pay Commission (AFPC), designed
to protect minimum and award classification wages;
 Legislated key minimum conditions of employment: annual leave,
personal/carer's leave, parental leave and maximum ordinary hours of work.
 The introduction of the Australian Fair Pay and Conditions Standards to
protect workers in the bargaining process;
 Simplification of the agreement making process at the workplace;
 The provision of award protection for those not covered by agreements;
 Ensure the ongoing role for the Australian Industrial Relations Commission;
 Exemption from unfair dismissal laws for businesses that employ up to 100
employees
 The ongoing development of a national workplace relations system
(Pg 47)
41. What is the difference between an AWA, an ECA and an award?
An AWA is an individual written agreement between an employer and an employee
detailing the terms and conditions of employment. It can operate to the exclusion of
otherwise applicable awards. However, an AWA must meet the Australian Fair Pay
and Conditions Standards and cannot override occupational health and safety and
workers’ compensation legislation. The employer can appoint a bargaining agent to
bargain on behalf of the employee for whom the AWA is being established. (Pg 48)
An ECA is an agreement that represents a group of employees rather than an
individual employee. An agreement may cover businesses run by more than one
employer. (Pg 48)
An award is a legally enforceable document that sets out the minimum wages and
conditions of employees in an industry or sector of an industry. Multiple awards exist
for the various sectors of the hospitality industry for employees not covered by a
Workplace agreement. (Pg 48)
42. What is the role of the AIRC? The Workplace Authority? AFPC?
The AIRC is an independent tribunal whose primary function is dealing with
employment issues including:
 Assisting employers and employees with industrial dispute resolution;
 Termination of employment claims;
 Rationalisation and simplification of awards; and
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 Dealing with applications about industrial action.
(Pg 49)
The Workplace Authority’s primary function is to accept lodgement of workplace
agreements and in so doing provides support and information to both employers and
employees on agreement making. (Pg 48)
Under the new industrial relations reforms, the AFPC is charged:
 Adjusting the standard Federal Minimum Wage
 Determining and adjusting minimum classification rates of pay In Australian
Pay and Classification Scales;
 Determining and adjusting special Federal Minimum Wages for junior
employees, employees with disabilities or employees to whom training
arrangements apply;
 Determining and adjusting basic periodic rates of pay and basic piece rates of
pay payable to employees or employees of a particular classifications; and
 Determining and adjusting casual loading.
(Pg 49)
43. How are consumer rights protected in Australia?
Consumer rights are protected by the Trade Practices Act 1974 (Cwlth), the Sale of
Goods Acts (Goods Act in Victoria) in each state and territory and Fair Trading Acts.
The primary difference with state legislation and commonwealth is that state
legislation regulates all transactions for goods and services, including those
available for resale, at a state or territory level. However, where similar regulations
exist between the state and commonwealth legislation, commonwealth law overrides
the state-level law. States and Territories administer their own legislation principally
through an office of consumer affairs. The Australian Competition and Consumer
Commission (ACCC) administer the Trade Practices Act. (Pg 49)
44. What relationship is there between the Privacy Act and your employment
records?
In Australia, the Commonwealth Privacy Act (1988) provides for strict safeguards
that protect our privacy with regard personal information collected, stored, used and
disclosed about each of us by Commonwealth and ACT government agencies. In
December 2001, the Act gave us further rights in relation to how our personal
information is handled by many private organisations.
For employment purposes, more than a tax file number is kept on record. The Act
applies to other information kept on file about us such as personal and emergency
information, trade union membership, performance appraisals and banking and
superannuation affairs. Your employer must seek your permission in writing before
releasing this information to anyone other than you. (Pg 50)
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45. What are the objectives of equal opportunity legislation?
Equal Opportunity (EO) is designed to ensure people are not discriminated against
on irrelevant characteristics. In other words, employment opportunities must be
granted on merit, irrespective of gender, race, sexual preference, disability,
nationality, or other irrelevant characteristics. Accordingly, the objectives of equal
opportunity legislation are:
 To eliminate discrimination on the grounds of sex, marital status, race, religion,
political conviction, impairment or age in the areas of work, accommodation,
education, the provision of goods and services, places and vehicles and
membership of clubs
 To eliminate sexual and racial harassment in the workplace, educational
institutes and accommodation
 To promote community recognition and acceptance of the equality of men and
women and the equality of people of all races, regardless of religion or political
beliefs, their impairments or age.
 To provide redress for people who have been discriminated against or sexually
harassed.
(Pg 54)
46. Who is specifically protected by affirmative action legislation?
Affirmative action legislation aims to promote opportunities for minority groups
(primarily women) based on merit, not gender, or other discriminatory factors. (Pg
54)
In essence, AA legislation aims to:
a. to promote the principle that employment for women should be dealt with on the
basis of merit; and
b. to promote, amongst employers, the elimination of discrimination against, and the
provision of equal opportunity for, women in relation to employment matters; and
c. to foster workplace consultation between employers and employees on issues
concerning equal opportunity for women in relation to employment.
(Pg 54)
47. Briefly explain the purpose of racial discrimination legislation, sexual
discrimination legislation, and disability discrimination legislation.
Racial discrimination occurs when one person is discriminated against on the basis
of race, colour, descent or national or ethnic origin. The primary purpose of this
legislation is the elimination of racial discrimination in the workplace, accommodation
and education and in the provision of goods and services. Accordingly, it is unlawful
for a person to ‘do an act involving a distinction, exclusion, restriction or preference’
based on those characteristics.
The primary objectives of sex discrimination legislation is to eliminate discrimination
against persons on the grounds of sex, marital status, pregnancy or potential
pregnancy in the areas of work, accommodation, education and in the provision of
goods and services.
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Disability legislation is designed to eliminate discrimination against persons on the
ground of disability in the areas of work, accommodation, education, and access to
premises, clubs and sport and in the provision of goods, services and facilities. It is
also designed to ensure that persons with disabilities have the same rights as all
others in the community and to promote the recognition and acceptance in the
community that people with disabilities have the same fundamental rights as the rest
of the community.
(Pg 55)
48. Give and example of an allowable discrimination.
Minors on licensed premises/service of alcohol, minors on gaming premises. (Pg 55)
Check please (Pg 58)
49. What are ‘ethics’?
When we speak of ‘ethics’ we are generally referring to a system of principals and
values that govern the way we behave and act. Thus, we may believe a person
ethical or unethical by the way they conduct themselves. (Pg 55)
50. What influences how our ethics are formed?
Unlike other behaviours, the source of our ethical behaviours may not just be
determined at the individual level (influenced by our family, culture, education,
friends) or by the work environment (ie the culture of the workplace and indeed,
individuals with whom we work). Some aspects of ethical behaviour may be born in
us. (Pg 56)
51. What has ‘confidentiality’ got to do with ethics?
In the hospitality industry we frequently come into contact with high profile people or
overhear things that may or may not have been meant for public airing. In addition,
how the business operates and how well it is or isn’t performing is generally no-one
else’s business. What we see and hear in the workplace should, arguably, remain in
the workplace. It should remain ‘confidential’. (Pg 56)
52. Do you think the practice of overbooking and unethical practice? Why?
Why not?
Most accommodation venues overbook (as do airlines and other transport
providers). The practice of overbooking rooms has its foundations in maximising
occupancy. By taking reservations for more rooms than are available, the venue can
counter potential losses resulting from late cancellations, early departures and no
shows. Both guests and employees may view the practice of overbooking as
unethical. (Pg 56)
There will likely be an even distribution of for and against with this topic. The
discussion can be extended to the overbooking policies (and practices) of other
‘service’ industries such as airlines, for similar reasons as accommodation venues.
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53. What is price fixing? Why do you think this practice is considered both
unethical and against the law?
Price fixing occurs when a business enters into an agreement with its competitor(s)
to fix the price of a good or service. This practice is anti-competitive and therefore
unfair for consumers. It is therefore unethical in the general sense of fair-trading (the
only people likely to benefit from it are those that are ‘in’ on the deal. It is also illegal
(breaches the Trade Practices Act.).
Some students may argue that ‘that’s just the way life is – unfair’ but should be
encouraged to ‘play fair’! Use recent examples from other industries ie. Richard Pratt
– Visy Board & Amcor (2007)
Check please (Pg 60)
54. Why bother to update our knowledge?
Remaining updated helps us keep on top of trends and changes in preferences and
helps ensure currency of our knowledge. (Pg 58)
55. Why monitor the sector in which we work?
Monitoring means to keep an eye on and being alert to changes; changes that may
impact our workplace, career, living conditions and legal and ethical obligations,
such as:
 Emerging markets
 Government initiatives
 Environmental and social issues
 Labour issues
 Industry expansion or retraction
 Economic issues
Monitoring allows us to respond quickly/proactively to changes. (Pg 58)
56. How is the information we gather about our industry primarily used?
It is primarily used for planning future activities and usually shared with our
customers and colleagues. (Pg 59)
Paint a picture – The multiplier effect (Pg 23)
Mr and Mrs Brown, who live in Perth , decide to holiday in Melbourne for two weeks.
Several options are available to the Browns. They could drive, fly, or take a train or
bus. Where will they stay? They could pre-book accommodation through a travel
agent, or find a hotel when they get there. When they get there they will visit the zoo,
Philip Island, the beaches, a few wineries and go shopping. Each night they’ll dine at
a different restaurant.
Travelling around Melbourne is easy; they can hire a car, take taxis, or catch a tram,
bus or train. The Browns travel with traveller’s cheques but also use credit cards. In
the event of an emergency, they have protected their interests with travel insurance.
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Never having been to Melbourne before, they plan to pack in as much as possible
and have budgeted for quite a few souvenirs.
Which industries do you think will potentially benefit from the Brown’s trip? Which
tourism sectors may be specifically impacted?
The following are some of the industries that may potentially benefit from the Browns
trip:
Transport
Industry
Hospitality
Industry
Travel
Industry
Retail
Industry
Attractions
and sights
Coach
companies
Accommodation
 Construction
 Manufacture
rs
 Suppliers
Food &
beverage
 Manufacture
rs
 Suppliers
Entertainment
Travel Agencies
Fast food
 suppliers
 manufacture
rs
Management
Tour operators
Entrance fees
Other services
and facilities
Travel
insurance
Souvenirs
 Manufacture
rs
 Importers/
exporters
Banks
 credit cards
 travellers
cheques
 currency
exchange
Clothing
Airlines
Rail
Car
(hire/private)
 Servicing
Meetings and
conventions
Maintenance/
upkeep
Guided tours
Activity 1.1 Sustainable tourism (Pg 26)
Extract from Tourism White Paper - 10.1 Sustainable Tourism, Pg 42
Sustainable tourism is the development of an internationally competitive,
ecologically sustainable and socially responsible tourism industry based on an
integration of economic, social and environmental objectives and constraints.
This is being addressed by industry and government in many ways. Many
tourism businesses are responding to consumer preferences by adopting
‘environmental best practice’ strategies to minimise their impacts. Australia has
comprehensive environmental legislation which provides the impetus for the
uptake of environmental best practices in Australian tourism. There is, however,
significant scope for expansion of environmental best practice strategies,
particularly within the small business segment of the industry. If environmental
practices are high and meet the needs of park managers, there will be less need
for restrictive regulatory systems.
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The Environment Protection and Heritage Ministerial Council’s Going Places:
Developing natural and cultural heritage tourism in Australia sets out practical
ways to improve protection and presentation of natural and cultural heritage
places. These will be pursued in collaboration with the States and Territories.
The Australian Government also leads the development of a National
Cooperative Approach to Coastal Issues. The initiative places particular
emphasis on: improving water quality in coastal and estuarine waters; conserving
and restoring important coastal and estuarine habitats and biodiversity; and
protecting the economic base of coastal areas, particularly for fisheries and
tourism.
The Australian Government has signed a Memorandum of Understanding with
the Queensland Government in relation to addressing water quality along the
catchments adjacent to the Great Barrier Reef World Heritage Area. The
implementation of a Reef Water Quality Protection Plan will reduce the amount of
nutrients and sediments from land-based sources that are impacting the inner
reefs and seagrass areas. This will improve the sustainability of tourism business
in these areas.
The Great Barrier Reef Marine Park Authority, in consultation with all industries,
has proposed a new zoning plan that aims to provide greater protection of the
biodiversity of the Reef while maintaining its range of activities and uses. This
Representative Areas Program seeks to protect the reef environment and
preserve the commercial value of the reef underpinning the long term
sustainability of the reef tourism industry.
The role of privately owned tourism infrastructure in publicly owned protected
areas has received only limited attention to date in the identification and planning
of tourism product. Industry involvement is important in helping to address issues
such as congestion and opening up new areas for visitation, which can both
facilitate tourism dispersal from congested areas and expand the opportunities
for ‘presentation’ of natural heritage and biodiversity.
The Australian Government will work with State and Territory Governments to
identify barriers to private sector involvement and investment in parks and will
also seek to review tourism industry representation and input to protected area
management with a view to identifying ways to strengthen involvement. The
Tourism Ministers’ Council and the Environment Protection and Heritage
Ministerial Council will work together to encourage partnerships that improve
sustainability of the industry and sustainable use of natural and cultural heritage.
10.2. GROWING SUSTAINABLE TOURISM IN PROTECTED AREAS
Practical tools are needed to integrate the needs of both tourism development
and environmental management and to provide guidance to help stakeholders
interact, identify issues and work on outcomes for mutual advantage.
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Pursuing Common Goals sets an agenda to deliver partnerships that will grow
tourism in protected areas. These include proactive tourism strategies in all park
plans of management, nationwide consistency in processes and practices across
jurisdictions, industry standards for environmental activities, and measuring and
leveraging the economic value of tourism for the regions. While the Australian
Government has responsibility for a number of these protected areas, the
overwhelming majority (around 95%) of Australia’s terrestrial protected areas are
managed by State and Territory Governments. The States and Territories have
different legislative and regulatory systems making it difficult for operators
working across jurisdictions. Establishing common guidelines and practices
relating to access arrangements would deliver great benefits.
Most access to national parks is based on a regulatory framework that requires
monitoring and penalties, even for minor breaches such as not carrying a permit.
As commercial tourism expands, this control approach is becoming a burden on
park managers as well as operators. New approaches based around building
partnerships, rewarding sustainable practices and better targeting regulation are
currently being trialled in different jurisdictions.
The Great Barrier Reef Marine Park Authority, whose jurisdiction covers 345 400
square kilometres, is seeking effective but less administratively costly ways to
manage multiple use. The Tourism in Australia’s Protected Areas Forum has
developed principles for public and private partnerships to guide operational
matters. These initiatives lead the way to developing consistent principles and
guidelines based on incentives, thereby simplifying administrative systems and
bringing substantial savings to park agencies and tourism operators.
Pursuing Common Goals recommends the creation of structures that will
facilitate collaboration, and the development of action plans to boost tourism and
conservation outcomes. These can build on the range of current successful
models and adapt innovative solutions from overseas. Planning for tourism in
marine protected areas could also be addressed in a similar process.
Activity 1.2 (Pg 42)
Visit the websites of the following organisations:
 Qantas
 Virgin Blue
 Grand Hyatt hotel group – should lead to Hyatt website and individual Hyatt
hotels and resorts.
 Marriott hotel group – ditto, the Hyatt
 Icon Adventures
 Intrepid
While browsing these sites, try to answer these questions:
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





How easy were they to find without knowing the exact web address? Was it a
time-saver or time-waster? Was it a good source of information?
How easy were they to navigate?
Did you feel inspired by the services and products offered? How good do you
think they are at marketing themselves?
Would you use their services and products? How easy was it to make a
booking? Would you trust this site with your credit card details?
What links did they offer to destination information (as a way of attracting
consumers) and other travel services?
Did you trust the sources?
Did you feel sufficiently inspired to save the website to your favourite’s folder?
Student responses to these questions should essentially be the same – assuming
they all have internet access and know how to Google! Students may also be offered
alternative companies/organisations to research depending on the sector in which
they are interested, the region in which they live/want to live or the degree of
difficulty desired in the task – all the companies listed are easy to locate and
navigate.
_____________________________________________
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A few extra questions not listed in this edition (many from the
previous edition) but the answers to which are in this edition!
57. List five sources of hospitality information. What sort of information might
each of these sources provide?
Sources of information
 Media – restaurant/venue reviews, menus, wine reviews, destination reviews.
 Reference books – general hospitality knowledge, recipes, destination
information.
 Libraries – all of the above, Internet access, media reference material.
 Visiting attractions – first hand experience.
 Leaflets and brochures – venue/destination specific information.
 Tourist offices and tourism commissions – general and specific information
pertaining to destinations and facilities and services available at those
destinations.
 Internet – Worldwide information relating to tourism and hospitality.
 Personal
experience
–
in
depth
knowledge
about
venue/destination/attraction/facility.
 Colleagues and associates – personal experiences and general knowledge can
be shared.
 Industry associations – legal and regulatory information for enterprises.
 Unions – legal and regulatory information relating to employees rights.
 Industry contacts, mentors and advisors – previous work experience, general and
specific industry related knowledge.
 Familiarisations – first hand experience of a venue/destination.
58. In your own words, define ‘tourism’.
Tourism encompasses those activities that take people away from their usual place
of residence for pleasure or a holiday and for reasons other than going to their
normal place of work. Most definitions of tourism will, however, preclude business
travel, as tourism generally implies travel for leisure and pleasure.
Tourism occurs as a result of the different types of businesses that provide a range
of products and services to visitors (tourists).
59. What is the difference between a ‘trip’ and a ‘visit’?
The Bureau of Tourism Research (BTR) defines a trip as ‘a stay of one or more
nights but less than three months, involving a journey of at least 40 kilometres away
from home’. A trip can be taken for any reason, except where the journey is related
to taking up employment. A visit, as a component of a trip, is defined as ‘being made
to each place where one or more nights is spent while on the trip’. There may be
many visits on a trip.
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60. Why does a definition of tourism usually exclude business travel?
Most definitions of tourism will preclude business travel because tourism generally
implies travel for leisure and pleasure (not for business).
61. There are three tourism sectors. What are they? Give three examples of
the types of businesses that fall into each of the sectors.
Hospitality
Travel Operations
Visitor Services




















Accommodation
venues
Restaurants
Cafes/bars
Reception centres
Fast food outlets
Caravan parks
Entertainment venues
Institutions – hospitals,
schools, corrective
services
Gaming facilities
Conference facilities
Catering services
Retail travel agents
Tour wholesalers
Tour operators
Airlines
Cruise lines
Railways
Coach companies
Car rental companies







Attractions (built and
natural)
Special events
organisers
Government tourism
commissions
Regional tourist
associations
Visitor information
centres
Duty-free shops
Souvenir outlets
Recreation/sports
facilities
62. Distinguish between inbound tourists and outbound tourists.
Inbound tourists are those visitors to Australia whose main place of residence is not
in Australia
Outbound tourists and those tourists whose main place of residence is in Australia,
travelling outside Australia.
63. Domestic tourism involves interstate and intrastate tourism. What is the
difference between these types of tourism?
Interstate • These are Australian tourists travelling within Australia, to a state other
than where they usually reside, for tourism purposes.
Intrastate • These tourists are travelling within the state in which they usually reside.
Together with interstate tourism, this comprises the Australian domestic tourism
market.
64. To what does the purpose of travel refer?
The purpose of travel refers to the visitor’s reason or main motivation for travel.
65. How can the purpose of travel be useful to hospitality enterprises?
The purpose of travel becomes important when we are passing on information or
wanting to attract a specific type of person. By knowing why people travel we are
better able to provide information (and services and facilities) that meets their
specific needs for their hospitality experience.
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66. What factors may influence a traveller’s choice of accommodation?
When people travel away from home overnight, they need a place to stay. A large
percentage chooses paid accommodation (as opposed to staying with friends or
family), with the choice of accommodation depending on several factors:
 cost
 standard or quality
 availability
 length of stay
 destination/location
 purpose of travel
 star rating standard
 types of services and facilities available.
67. What is a package holiday? What components of a package holiday do
you think are directly hospitality-related services?
A package holiday is an exclusive arrangement usually for flights, accommodation,
transfers, some meals, occasionally tours and various other aspects of a trip for an
all-inclusive price.
All food, beverages and accommodation included in the package are directly
hospitality-related services/products.
68. What is the relationship between hospitality and other industries?
Hospitality as an industry is only sustainable through the existing mechanisms that
support a community as a whole. That is, the hospitality industry is reliant on and
usually has a direct linkage to other industry sectors that supply part of the
infrastructure and other goods and services for a destination. For example, hotels
must be built and fitted out so that visitors have a place to stay. Other industries are
then required to supply the hotel with furnishings for the rooms and other public
areas, food and beverages, linen hire, cleaning, and kitchen equipment and utensils.
Hospitality establishments are also large consumers of public utilities such as power,
water and gas. The industry relies on the availability and suitability of all these
industries in order to survive and prosper.
69. List six other industries that are linked to the hospitality industry.
Other industries linked to the hospitality industry include:
 Food suppliers (wholesalers)
 Linen manufacturers
 Cleaning equipment/chemical suppliers
 Kitchen equipment/utensil suppliers
 Crockery/china and cutlery suppliers
 transport services
 events and entertainment (eg. theatres and cinemas)
 recreation facilities/sporting events and facilities
 retail shopping outlets
 banks and public sector services such as a post office
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
Visitor services
70. What is the multiplier effect?
The term used to describe the inter relationships/interdependence of various
industries and the flow of spending as a result, is the multiplier effect.
Many businesses within the tourism industry rely on each other to support their
services and products, each generating a flow of spending through the community
as a result of tourism. This flow of spending is called a multiplier effect and works in
stages as the money is passed from one business to the next and on to the next as
each supplies a different service or product to meet the initial demand from the
tourist. It is not difficult to appreciate how large the contribution tourism makes to the
economy as the money filters through these stages.
71. What is infrastructure development? How is tourism infrastructure
affected?
Infrastructure is the basic framework of roads, railways, telecommunications, support
services, buildings, attractions, etc. To make any tourist destination functional,
attractive and appealing for the visitor, the infrastructure of roads, bridges, airports,
transport systems, telecommunications, water systems, waste disposal and so on
needs to be developed and/or upgraded to a certain standard.
72. In 2000, Australia was a more affordable destination for inbound tourists.
How did this come about?
Decrease in the value of the Australian dollar.
73. How can hospitality (and tourism in general) result in a better quality of
life?
The economic benefits of hospitality (such as increased business activity,
employment opportunities and improvements to facilities and infrastructure) can also
be classed as social benefits as they help to improve the quality of life in local
communities. Community pride can also be reinforced, as was witnessed at the
Sydney Olympic Games of 2000, when Australians generally were proud to
showcase their country, culture, attractions and facilities to the many visitors. The
cultural heritage of a destination, expressed through its language, arts, crafts, food,
wine, music, architecture and general historical development, can be viewed as part
of an authentic tourism product and should be enhanced, maintained and preserved
as part of a destination’s tourism assets.
74. How can being multiskilled assist with career opportunities?
The jobs available (in the various sectors) offer not just diversity and a career path,
but the opportunity to be multiskilled. Being multiskilled affords us the opportunity to
work across the various sectors.
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75. How do successful hospitality enterprises achieve quality assurance?
Most hospitality enterprises do not subscribe to a formal quality assurance program
but this does not mean that they can’t achieve a recognisable level of quality in all or
various aspects of the business.
Successful hospitality enterprises have in place systems and controls that
consistently achieve the standards (industry or enterprise) set. They work on a
principle of continuous improvement in their performance and cultivate quality
within the culture of the organisation.
76. Do you think quality assurance is important in the service industries?
Why? Why not?
Most students are likely to indicate that they think quality assurance (in any guise) is
important for various reasons. Such as:
 Attracting and retaining customers
 International recognition (primarily for hotels/resorts)
 Consistency of products, services and service
 To be able to measure performance
 To be competitive
77. What value is there in establishing standards?
The value in establishing standards is that it identifies a minimum level of service
that (can) consistently meet guest expectations. In addition, it assists the employee
in achieving consistency in the performance of their duties.
In other words, by setting standards, an organisation is better able to consistently
meet customer expectations. Standards, for each task/activity, ensure that that
task/activity is performed the same way every time, minimising the likelihood of
variations. Standards also enable measurement of performance.
78. What is the organisation responsible for managing the star rating system
in Australia?
AAATourism
79. What role does the star rating system play in standardising the level of
service offered in hospitality enterprises?
The star rating system allows for independent assessment and rating of tourist
accommodation properties in Australia and therefore assurance for the general
public about the star rating of individual properties.
Star ratings are now more consistently granted and accordingly, ingrained with a
general acceptance or implicit understanding of what each ‘star’ means. That is,
there is a basic expectation of an establishment if they are awarded a particular ‘star’
rating.
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80. What value do you think there is in maintaining a star rating system for the
hospitality industry in Australia?
The value (and therefore success) of the star rating system lies with the ability of a
venue to continuously achieve the standards set (within the context of their star
rating).
The star-rating system enables a customer to make a value-judgement prior to using
service providers’ facilities based on the expected standard.
Australian hospitality enterprises must maintain a standard that is recognised and
accepted by both domestic and international visitors to remain globally competitive.
This then assists Australia maintain a viable tourist destination able to meet all guest
needs.
We can achieve this with the application of an internationally accepted star-rating
system.
81. Why do you think large hospitality venues divide services and facilities into
departments?
Traditional hospitality enterprises (particularly large venues) arrange their services
and facilities into departments or Individual Business Units. They do this to facilitate
the delivery of goods and services to their guests. It helps employees understand
their role and clearly identify where they fit into the organisation.
82. What is an organisational chart? What information does it show?
An organisational chart is a graphical representation of an organisations structure. It
shows staff positions and reporting relationships (lines of authority). On the chart,
solid lines represent direct reporting relationships. This means that a position on the
chart directly below another position with a connecting, unbroken line, reports
directly to the position above. A broken line represents a line of communication but
no reporting authority.
83. What positions are available in the food and beverage department?
Floor staff – waiters, bar attendants, glassies, hostess, supervisor
Back of house – kitchen brigade, including kitchen hand
84. The rooms division incorporates all services required to efficiently manage
rooms. What are the departments frequently included in the rooms
division? Give examples of positions available in each of the departments.
Departments and roles in rooms division:
Housekeeping – room attendant, public area cleaner, houseman, supervisor
Front/back office- reservationists, receptionist, cashier, telephonist, supervisor
Concierge – port, bell hop, head porter, valet attendant, concierge
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85. What does the sales and marketing department do?
Sales and marketing department is usually responsible for the co-ordination of
sales, marketing and promotional activities in an attempt to maximise exposure to
the target market(s) (of the venues services and facilities) in line with the objectives
and goals of the organisation. They usually liaise with other departments to
determine suitable activities but are primarily responsible for increasing sales
through attracting new and repeat business.
86. How is human resource functions managed in the absence of a human
resources department?
In smaller enterprises, where there is no distinct human resources department, the
proprietor or department head, usually manage human resources related tasks in
addition to their usual duties.
87. Why do you think a venue what maintain a maintenance department?
One or more maintenance staff is employed by most venues to manage the day-today maintenance issues that arise.
Most venues maintain a maintenance department because it is a more cost effective
(and timelier) way to manage many maintenance issues.
88. Throughout this chapter we have talked about the hospitality professional.
What is hospitality professional?
At its core, a hospitality professional can be said to be a person who adheres to a
service ethos.
89. What expectations are there by guests of the hospitality professional?
As with any service industry, guests expect the hospitality professional to be
efficient, knowledgeable, skilful and courteous.
90. What is the main purpose of building laws and regulations?
The main purpose of (building laws and regulations) is to provide regulation of
building and building standards.
Also, in general terms, the objects of the relevant Acts are to:
 establish, maintain and improve standards for the construction and maintenance
of buildings
 facilitate the adoption and efficient application of national uniform building
standards
 promote the cost effective construction of buildings and the construction of
environmentally and energy efficient buildings
 protect the safety and health of people who use buildings and places of public
entertainment
 regulate building practitioners and plumbers
 reform aspects of the law relating to legal liability in relation t building and
plumbing matters
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
achieve an effective and competitive building and plumbing industry
91. Liquor legislation controls what?
In general terms, liquor control legislation applies to any venue that sells alcohol and
aims to:
 Provide adequate controls over the supply, disposal and consumption of liquor,
including restriction of consumption and sale to minors;
 Meet community expectations in the development of diversity of licensed
premises
 Contribute to the responsible development of the liquor licensed hospitality
industries
92. What is the aim of RSA?
The aim of the RSA initiative is to educate hospitality professionals in their legal and
ethical obligations with regard the sale and consumption of alcohol. In general, the
program teaches learners:
 The law regarding sale and consumption of alcohol
 The individuals legal responsibilities for the sale of alcohol and applicable
penalties for a breach (of the Act)
 Facts about alcohol
 The definition of a ‘standard drink’
 The definition of Blood Alcohol Concentration
 Impact of alcohol abuse on the community
 How to identify an intoxicated person
 How to manage intoxicated customers
 Why responsible service of alcohol is a good business practice
 Appropriate ways to refuse service of alcohol
93. Under what circumstances does gaming legislation take precedence over
liquor licensing legislation?
Where lawful gaming facilities are provided on (liquor) licensed premises, some
sections of the relevant gaming legislation take precedence over liquor control
legislation. For example, where a liquor license (under a Liquor Act), allows minors
on the premises when accompanied by a parent, legal guardian or spouse over the
age of 18, this is overridden by Gaming legislation. No minor is allowed in any area
where gaming is conducted.
94. What is the aim of ‘Provide Responsible Gaming Services’?
The ‘Provide Responsible Gambling Services’ program is designed to assist gaming
venue and casino employees and managers, with the management of gaming
facilities and users of the facilities, particularly people with a gambling problem.
Specifically, the program is designed to help hospitality staff:
 Provide responsible service of gaming in accordance with venue procedures and
relevant state or territory legislation
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

Identify customers with potential gambling problems and recognise accepted
indicators of gambling problems
Provide information to assistance to customers about gambling including
following procedures for venue exclusion and self-exclusion from the premises
and support services available for problem gambling
95. What is the purpose of the Sale of Goods Act? Trade Practices Act?
Sale of Goods legislation has as its main purposes:
 The promotion of fair trading practices and competitive fair market
 To provide for the safety of goods and services supplied and for the information
which must accompany goods and services
 To regulate trade practices.
The Trade Practices Act regulates business dealings between consumers,
competitors, and suppliers operating in the Australian market place. The Act’s main
aims are to:
 Prevent anti-competitive competition;
 Promote fair trading; and to
 Protect consumers
96. Briefly explain how consumer law and trade practices legislation impact on
hospitality enterprises.
Hospitality enterprises are in the business of providing goods and services to
customers and guests (food, beverages, and accommodation). In so doing, these
enterprises must operate within the guiding legal principals contained within
consumer law and trade practices.
97. What are the two key areas with which the Privacy Act is concerned?
The Act applies to two specific areas of information: tax file number information and
consumer credit information.
98. Innkeeper’s legislation is concerned with what relationship?
This legislation is concerned with the contractual obligation of both the venue and
the guest in the provision of goods and services (and penalties for failure to meet
legal obligations).
99. What is a disclaimer? On what document is the disclaimer usually printed?
The contractual obligation of an innkeeper and a guest is primarily in the provision of
accommodation; the venue offers accommodation to a potential customer, the
customer accepts this offer, and in so doing, agrees to pay the quoted room rate.
This contract is formalised when a guest signs the guest registration card during the
check in process. On each registration card is printed a disclaimer; a warning about
the inn-keepers limited liability in the event of theft, loss or damage to the guests
personal belongings while on the premises as stated in the legislation). The guest
accepts this limited liability by signing the registration card.
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Activity
Visit three hospitality operations in your neighbourhood and identify at the various
outlets where food and/or beverage can be served and the positions available. This
can help you identify the sector in which you may prefer to work.
This activity depends on you location. If possible, students should be encouraged to
visit not only different sectors of the industry but different star rated venues.
The following are a few suggestions for potential outlets.
Fast food
Hotels
& Caravan Parks Restaurant’s
Motels
McDonalds
Red rooster
Pizza Hut
Pizza Haven
Hungry Jacks
Fish & chips
Sandwich bar
Restaurants
Room service
Bistro
Public bar
Lounge bar
Cocktail bar
Bottle shop
Night club
Laundry
Laundry
Mini supermarket
Kids activities
On-site cabins
BBQ facilities
The following are a few potential positions.
Management
Front of house
Team leader
Duty manager
Shift manager
Supervisor
Assistant
Park care-taker
Pit boss
Department head
General Manager
Waiter
Bar attendant
Room attendant
Croupier
Security officer
Door person
Steward
Cashier
Cleaner
Receptionist
Telephonist
Concierge / porter
Café
Bistro
Fine dining
Take away
Other
Night clubs
Tavern
Casino
Cocktail bar
Back of house
Stock controller
Financial controller
Laundry attendant
Engineering/ maintenance
Purchasing officer
Cook
Chef
Quick Thinker
Services and facilities visitors may require while at their destination (this will vary
depending on the target market)
Tele-
Meetings/
Transport
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Valet services Other
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communicati
on
conferences
Computer/
modem
Email/ internet
Board room
Car hire
Dry cleaning
Entertainment
Conference
room
Function room
Valet parking
Shoe shine
Taxi
Ironing
Food &
beverages
Driver
Mending
Currency
exchange
Secretarial
support
Concierge
services
Tours and sight
seeing
Facsimile
Message bank
Conference
calls
Transfers
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