Bread and Pastry

1. Develop and Update
Industry Knowledge
This unit describes the performance outcomes, skills and
knowledge required to develop and update knowledge of the
hospitality industry, including the role of different industry
sectors and key legal and ethical issues that must be
considered by hospitality industry personnel in their day to day
work. This knowledge underpins effective performance in the
hospitality industry.

2. Sectors of the hospitality industry
• Accommodation sector
• Food and beverage sector
• Meetings, incentives, conventions and events
(mice) sector
• Clubs and gaming sector
• Entertainment and recreation sector
• Travel and tourism sector
• Visitors information sector

3. Accommodation sector
• The accommodation sector is responsible for providing people
with a suitable place to stay .For example:
hotels provide accommodation and food and beverage
services.
resorts provide a range of entertainment and activities as
well as accommodation and food and beverage service.
hostels provide accommodation and cooking facilities and
are often dormitory style to suit young backpackers who
are on a budget.

4. Food and beverage sector
• The food and beverage sector provides people with a range of meals and
beverages. For example:
 restaurants can vary from simple family run businesses with a friendly
atmosphere, home-style food and inexpensive menu, to exclusive
restaurants with expensive prices and high quality food and service.
 fast food outlets specialise in fast and efficient service and are usually
relatively inexpensive. The menu is limited and the food is
standardised across franchises so customers know what to expect.
 caterers provide food for functions which are held in the venue chosen
by the customer, such as a private home or hired hall.

5. Clubs and gaming sectors
• These sectors work closely with each other and include organisations such
as RSL or bowling clubs, leagues clubs or golf clubs. These establishments
provide food and beverages, entertainment such as live shows and bands,
televised sports events, gaming facilities (e.g. Keno, poker machines and
TAB) and private functions
• Casinos are an example of an establishment which operates in the gaming
sector.

6. Entertainment and recreation sector
• The role of this sector is to provide entertainment and recreation for
tourists. Entertainment activities usually involve sight seeing, cultural
events, museums and art galleries.
• Recreation activities include sporting events, amusement parks, zoo visits,
beaches, cultural heritage areas and other specialised attractions such as
the Sydney Harbour Bridge Climb.

7. Travel and tourism sector
• The travel and tourism sector provides
transportation and travel organisation for
tourists.
Visitors’ information sector
• It is the role of the visitors’ information sector
to provide tourists with information about a
destination.

8. Key roles and functions in hospitality enterprises
• These key departments can be classified in two ways:
• front of house –departments which have direct contact with
customers
• back of house – departments which work behind the scenes
Food and beverage
• Employees in food and beverage, front of house are responsible for the
dining area for service, taking reservations, greeting and seating
customers, promoting specials and making recommendations, taking
orders, collecting payments and cleaning dining areas.
Front office
• The front office is a front of house department which accommodates the
needs of customers. This includes reception, taking reservations,
answering telephone calls and taking messages for staff and customers,
preparing and processing accounts.

9. Food production/kitchen
• Food production/kitchen is a back of house department which prepares
meals ordered through in house restaurants or room service. Members of
the food production department are responsible for menus, budgeting,
maintenance of equipment, keeping abreast of trends to keep up with
customer needs and expectations.
Housekeeping
• Housekeeping is essentially a back of house department, however
employees in this area will have some contact with customers. Members
of the housekeeping department are responsible for the general hygiene
and cleanliness of an establishment
Gaming
• Gaming is a front of house department responsible for providing gaming
facilities such as poker machines and TAB. Other responsibilities include
providing quality service, preventing minors from gambling and providing
the responsible service of gambling.

10. Sales and marketing
• The purpose of this back of house department is to sell the products and
services of an establishment. This includes participating in trade shows
and providing advertising in a range of appropriate media.
Human resources
• The human resources department is exclusively back of house and is
responsible for the day to day running of an establishment.
Responsibilities in this department include recruiting and training staff,
staff rosters and keeping staff records.
Financial control/accounts
• Financial control is a back of house department and members of this
department are responsible for monitoring the income and expenditure of
an establishment.

11. Maintenance
• The main role of this back of house department is to keep an
establishment maintained in a safe and reliable manner.
Security
• The role of the security department is to maintain the health and safety of
patrons and staff.
Inter-relationships between departments
• The relationships between departments can be complex but each
department must work together to ensure an establishment runs
smoothly. The diagram below illustrates the inter-relationship between
the food and beverage, housekeeping and the food production
department when a customer places an order for room service in a large
hotel.

13. Career pathways in the hospitality industry
• The hospitality industry has a diverse range of careers available and
hospitality personnel can be employed on a full-time, part-time or casual
basis.

14. Attributes of an employee in the hospitality industry
• Every industry has specific requirements of its employees and
in the hospitality industry the requirements of employees
include:
• attendance and punctuality
• attention to detail to ensure consistent quality service and
products
• an understanding of work health and safety and the ability
to work safely
• the ability to listen to and follow instructions
• ethical behaviour, confidentiality and honesty
• high quality work performance and work ethic
• high standards of personal hygiene and presentation.
.

15. • Other issues which currently affect the hospitality and tourism
industry include:
competitiveness
government initiatives
health and safety
public liability
risk management
social and environmental issues.

16. Any
questions
?
Thank you!