mengenal prok makanan

1. DEVELOP & UPDATE
TOURISM INDUSTRY
KNOWLEDGE
DEDY WIJAYANTO
Unit 3
DEDY WIJAYANTTO 1

2. Element 2:
• Source information on compliance and related
issues which impact on the tourism industry
DEDY WIJAYANTTO 2

3. Source current information on the
tourism industry
Performance Criteria for this Element are:
• Identify sources of information on legal issues,
and obtain such information
• Identify sources of information on ethical
issues, and obtain such information
• Identify sources of information on industrial
and workplace relations issues, and obtain
such information
• Identify sources of information on current
issues of concern for the industry, and obtain
such information.
DEDY WIJAYANTTO 3

4. Legal requirements
The importance of complying with legal
requirements cannot be strongly emphasised.
Failure to meet legally imposed obligations can
result in fines (to you and the business) as well as
a whole range of penalties including closure of the
business.
DEDY WIJAYANTTO 4

5. General workplace rights &
responsibilities
Employer responsibilities:
• Complying with occupational health and safety
regulations
• Providing equal and fair services to all people in
accordance with Equal Employment Opportunity (EEO)
legislation
• Paying relevant taxes and fees.
DEDY WIJAYANTTO 5

6. Employer responsibilities:
• Ensuring appropriate insurance is taken out to cover
workers
• Offering products and services that conform to what
is advertised
• Being a responsible corporate
citizen and community member.
DEDY WIJAYANTTO 6

7. Employee rights:
• Being paid and working under conditions in-keeping
with awards or other employment instruments
• A workplace that is free from discrimination
• A safe and secure workplace.
DEDY WIJAYANTTO 7

8. Employee responsibilities:
• Undertaking duties as they apply to their
employment category
• Not acting in a discriminatory manner
towards their employer, colleagues or
customers
• Adhering to the regulations set out in
Occupational Health and Safety (OHS) laws
• Representing the best interests of
the business
DEDY WIJAYANTTO 8

9. Employee responsibilities:
• Working to the best of their ability
• Keeping commercial information in confidence
• Being responsible and accountable for all
money received on behalf of the business
• Obeying all lawful instructions
from management.
DEDY WIJAYANTTO 9

10. Laws
Laws are a set of principles, rules and
standards established by parliament and
enforced by the courts for the regulation of
behaviour in society and the protection of
members of society and their property.
• What laws affect you in the workplace?
DEDY WIJAYANTTO 10

11. Consumer protection issues
These traditionally address increasing the responsibility on
business to protect the interests of the consumer from
unconscionable activities and illegal action.
• How can you ‘protect’ the consumer?
DEDY WIJAYANTTO 11

12. Consumer protection issues
These traditionally address increasing the
responsibility on business to protect the interests of
the consumer from unconscionable activities and
illegal action.
• How can you ‘protect’ the consumer?
DEDY WIJAYANTTO 12

13. Equal Employment Opportunity
EEO legislation ensures people are not victimised or
discriminated against of their age, gender, race, disability or
sexual preference in the areas of:
• Employment
• Provision of products and services
• What EEO practices can you introduce?
DEDY WIJAYANTTO 13

14. Workplace relations
Existing HR legislation, systems, structures, terms and
conditions of employment and instruments of employment
are subject to amendment or repeal through the efforts of
the government, employer bodies or unions.
• What are examples of workplace relations?
DEDY WIJAYANTTO 14

15. Privacy
Obligation on employees not to release confidential
information about their customers without their express
consent including:
• Name
• Address
• Phone number
• Buying habits
• Marital status
• Methods of payment
• Purchases.
DEDY WIJAYANTTO 15

16. Finding information on legal
requirements
You understand the legal requirements of your position
and how to conduct your duties in a legal manner.
Update understanding of legal issues by:
• Asking Human Resources
• Asking Management
• Research internet.
DEDY WIJAYANTTO 16

17. Legal vs ethical issues
It is the difference between:
• Legal requirements
• Ethical requirements.
Whilst ethical issues, may or may not
be enforced by laws or regulations,
there is a certain 'code' in which all
businesses should operate under.
DEDY WIJAYANTTO 17

18. Ethical requirements
Confidentiality:
• Details about security
• Details about trade
• Details about purchases made
• Occurrences within the premises.
DEDY WIJAYANTTO 18

19. Ethical requirements
Commission levels:
• All commissions should be paid promptly to
businesses that direct business to your company and
vice versa
• Only approved commissions should be levied
• Appropriate documentation should support both the
receipt and payment of commissions
• Negotiated commission levels should
not be disclosed to third parties.
DEDY WIJAYANTTO 19

20. Overbooking
Overbooking is a common industry practice
Overbooking is a situation where the
airline/property accepts bookings for more
seats/rooms than are available, based on the
history of ‘No Shows’ that they have
experienced.
• What are normal overbooking policies?
• What happens if ‘everyone’ arrives?
DEDY WIJAYANTTO 20

21. Pricing:
• Charging customers for all products and services
that they can be legitimately charged for
• Ensuring that prices quoted to customers are correct
and not deliberately and misleadingly lower
• Keep promises that are made in relation to prices.
DEDY WIJAYANTTO 21

22. Familiarisations
Promotional activities to make targeted people or
businesses more aware of their what they have to offer.
They involve inviting a nominated person to fly, stay or
tour free of charge to ‘experience’.
DEDY WIJAYANTTO 22

23. Industrial & workplace relations
Industrial and workplace relations explores all
the aspects of workplace employment and is
designed to protect the rights of:
• Employers
• Employees
• How can we protect employers and
employees?
DEDY WIJAYANTTO 23

24. Recruitment & Retention:
• Recruitment trends – advertising, recruitment
strategies
• Retention trends – how to keep staff
• Recognition and motivation
• Performance measurement
and management.
DEDY WIJAYANTTO 24

25. Termination of staff:
• Types of termination
• Performance measurement and management
• Processes and steps for issuing warnings
• Managing redundancy
• Undertaking redeployment
• Preventing, investigation and managing unfair
dismissal
• What should be done before transferring employees
• Exit strategies and pay out provisions.
DEDY WIJAYANTTO 25

26. Workplace health and safety
This explores the rules and responsibilities of employers
and employees:
• Relevant aspects of OHS on employment law
• Implementing OHS systems and procedures.
DEDY WIJAYANTTO 26

27. Workplace agreements:
• Types of awards
• Workplace agreements
• Individual agreements
• Changing awards with specific agreements
• Employing people under agreements that
differ to the relevant Award
• Varying impacts of awards and conditions on
industry or occupation.
DEDY WIJAYANTTO 27

28. Workplace agreements:
• Leave provisions including sick leave,
carer’s leave, parental leave and maternity
• Parental rights and flexible work
arrangements
• Hours of work
• Job classifications
• Rates of pay
• Payment options.
DEDY WIJAYANTTO 28

29. Harassment & Discrimination:
• Harassment in and out of the workplace
• The role of managers and supervisors presented with
a complaint
• Setting out liability and risk mitigation
measures for employers
• Relevant issues following any
conciliation of claims, vilification
and discrimination.
DEDY WIJAYANTTO 29

30. Conflict in the workplace:
• Positive & negative effects of conflict
• Costs of unresolved conflict
• Precursors & causes of conflict
• Styles of conflict & their costs & benefits
• Conflict & emotions
• Role of Managers
• Value of training
• Benefits of early intervention
• Alternative Dispute Resolution.
DEDY WIJAYANTTO 30

31. Current tourism concerns
Causes for concern:
• The state of the economy
• Environmental considerations and concerns
• Terrorism
• Customer confidence
• Eco-tourism
• Sustainable tourism.
DEDY WIJAYANTTO 31

32. Causes for concern:
• Sustainable tourism
• Impact of development in tourism
• Climate change
• Visa restrictions & tourism
• Cultural tourism
• Weather
• Technological and legislative changes.
DEDY WIJAYANTTO 32

33. Government initiatives:
• Creating advertising campaigns to promote certain locations or
industry sectors
• Funding training initiatives in certain trades or roles
• Encouraging overseas workers
• Amending or introducing legislation
• Introducing changes to Industrial Relations legislation
• Specific government initiatives.
DEDY WIJAYANTTO 33

34. Emerging markets:
• Spa resorts and the emergence of the well-being industry
• Fast food
• Recognition of ‘grey power’ and their potential for spending
• Increase in the growth of ‘action’ holidays
• Emphasis on domestic travel as opposed to internal travel.
DEDY WIJAYANTTO 34

35. Environmental and social issues:
• Waste management, recycling of materials and a reduction in energy
and resource consumption
• Noise and air quality
• Sustainable tourism activities
• Respect for indigenous lands and cultures
• Responsible advertising of hospitality
products and services.
DEDY WIJAYANTTO 35

36. Environmental and social issues:
• Complying with legislated service requirements
(alcohol, gaming, tobacco) to minors
• Social awareness towards alcohol and gaming
problems
• Ensure discrimination in the provision of
hospitality services does not occur
• Accommodating local concerns
into the standard operating procedures
• Changes or requirements to planning
requirements.
DEDY WIJAYANTTO 36

37. Labour issues:
• Pay rates
• The ability to recruit sufficient and properly trained or
experienced staff
• Working conditions
• Training
• Mandatory licensing and certification
requirements
• Superannuation / Insurance
• Disciplinary and dismissal procedures.
DEDY WIJAYANTTO 37

38. Industry expansion or retraction:
• The business remains in the sector it
currently occupies
• Set new directions, new target markets and revised
goals
• To quit the industry and move into a new industry
• To invest in additional buildings, plant, stock
• To recruit new staff or to begin staff reductions
• To alter the focus of their training programs
• To change promotional campaigns
• To vary its products and services
• To vary prices.
DEDY WIJAYANTTO 38

39. Monitoring issues of concern:
• Conduct constant internet research
• Attend all meetings and discuss relevant issues
• Monitor the media
• Read journals and on-line subscriptions
• Talk to supervisors and management
• Talk to customers.
DEDY WIJAYANTTO 39

40. Element 3:
Use sourced tourism industry
information
DEDY WIJAYANTTO 40

41. Source current information on
the tourism industry
Performance Criteria for this Element are:
• Share information with colleagues and customers
• Conduct work activities in accordance with legal
requirements and ethical standards
• Apply industry knowledge and information to the day-
to-day operation of the
tourism business.
DEDY WIJAYANTTO 41

42. Share information
Sharing information with colleagues and customers:
• It is critical for your product knowledge to remain up-to-
date and accurate as this will be one of your most
powerful selling tools
• When you have managed to gather updated information,
knowledge or skills you must be prepared to share that
information.
DEDY WIJAYANTTO 42

43. DEDY WIJAYANTTO 43