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1. Industry
Induction

2. THE HOSPITALITY
INDUSTRY
is a challenging industry
to work in.

3. Industry requires
long hours and lots
of energy.
This can lead to
moments of
frustration, loss of
thought , lethargy
and costly mistakes.

4. Requires constant contact with
people from all walks of life.
Makes the job physically and
emotionally demanding.

5. Staff are facing
customers at all
hours of the day.
Serving them
food, drinks, accom
m, gaming &
e/ment.

6. More people are eating out and
travelling than ever before.
Many times it is cheaper to go
out to eat than to cook at home.

7. Customer expectations are very high
and will only go up.
There is a lot more media saturation of
what is good and bad in our industry.

8. MORE COMPETITION!
It is getting increasingly
difficult as many new
properties are opening
up and competition is
increasing.

9. SOCIAL MEDIA!
Instant global
reporting of good
and bad experiences
means customer
expectations need to
be met at all times.

10. Staff deal with a vast
range of customer
moods, tastes, expectatio
ns, likes and dislikes. They
can be testing at the best
of times. These needs
have to be met at ALL
times.

11. A venue and its staff must be:
•
•
•
•
•
•
•
Innovative
Creative
Intelligent
Motivated
Fun loving
Caring
Team players

12. 1. Intelligence
2. Manner
3. Self respect
4. Confidence
5. Interest
6. Care
7. Speed
8. Capability
9. Initiative
10. Dependable

13. 11.
12.
13.
14.
15.
16.
17.
Loyal
Honest
Tolerant
Take directions
Enthusiastic
Friendly
Willing to learn

14. Must have product
knowledge……
Spirits, liqueurs, menus, cocktails,
coffees, wines etc
Need to perform your duties
quickly, carefully and accurately.

15. You are dealing with large
and diverse groups of
people.
Need to make fast
decisions on the spot to
meet their needs.

16. Body language is probably the
most powerful language in the
world.
It is the first thing your
customers notice about YOU in
30 seconds!

17. You need to be polite and
friendly and have self pride.
You need to display
confidence, friendliness and
be open to receive
constructive feedback.

18. You need to always say
“Please” and “thank you.”
You need to deal with
challenges and complaints
with a positive mind-set.

19. This impression will be
lasting. Customers talk
MORE about their negative
experiences than their
positive experiences.

20. Be proud of what
you are doing.
ALL jobs and tasks
are important for
the business. Even
the menial tasks!

21. Your working hours
can vary from 3 to 8
hours or more a day.
There is no reason
why you should not
enjoy your work
while you are here.

22. Be enthusiastic about new
things, learning about products
and constantly improving in
your role.
Eg. So much can be learnt
about wines by reading the
back label of bottles!

23. When you have learned
the skills properly and
have product
knowledge, you should
have greater confidence
in your ability.

24. Recognize your
abilities but beware of
being over-confident.

25. You are working with valuable
stock & equipment. You need to
work carefully and avoid
wastage and breakages.

26. You should find out the right
way to do things.
The industry is based on
STANDARD practices.

27. There is a proper way to:
• Pour a tap beer
• Hold a tray of drinks
• Serve food
• Make a cafe latte

28. Practice your skills
•
•
•
•
the quick way
the careful way
the correct way
the quiet way

29. Efficient means
“doing things
right”
Do it properly the first
time!

30. Effective means
“doing the right
things”
…Prioritising…

31. You need to work quickly.
Work at the same speed when
it is quiet as it is when busy.
You never know how many
walk ins you’ll get at any
time.

32. Need to be able to work around
the PEAKS and TROUGHS of a
normal day.
There is a fair amount of “dead”
time in a day when staff tend to
slacken off!

33. A good employee will be
PROACTIVE.
Able to read the situation
and act quickly, efficiently
and carefully.

34. Practising good working habits
allows staff to develop their
efficiency AND service.
A capable staff member is always
looking for ways to learn and
improve their job.

35. A good employee knows what
HAS to be done and does it
without having to be reminded.
They see better and quicker ways
to do tasks which helps improve
the workplace.

36. Hospitality staff rely on
each other for successful
outcomes.
You cannot do everything
yourself!

37. You must be able to work in
a team environment as a
“team player”.

38. 2 way obligation between
staff and employers.
This is sometimes forgotten
by
BOTH parties

39. Employers invest money, time
and training on their staff.
They expect staff commitment
in return for this investment.

40. Hospitality industry is
based on
STANDARDS…

41. • Recipes.
• Measures.
• Service
sequences.
• Hygiene
practices.
• Procedures.

42. These standards are UNIVERSAL
and are delivered on a global
level.
Eg. Carrying 3 plates is the same
in Melbourne as it is in
London, New York, Paris etc

43. Verbally or in writing.
From managers & supervisors.
From fellow staff.
Important to follow standard
operating procedures (SOPs).

44. Able to trust other staff.
Important part of teamwork.
Minimize mistakes & learn from
them.

45. Of customers
and fellow staff.
Seeing things
from other
people’s
perspectives.

46. Respect all
opinions.
You are dealing
with a very
broad cross
section of people
at any one time.

47. Admit your mistakes.
Criticize yourself and
learn from your mistakes.

48. Mistakes are never
punished as long as you
learn from them.

49. Hospitality is a people
business. Customers DO
NOT want to see and deal
with miserable and
unhappy staff!

50. Bring enthusiasm into your
work and you will enjoy it
more.
It is infectious and draws
both staff & customers
towards you.

51. REMEMBER…
Your customers are
here to have a good
time and to spend
their money!

52. DONT allow
friendliness to become
familiarity.
You are NOT employed
to make friends with
guests.

53. There is an element of
professionalism involved.
Guests do not visit your
venue to make friends
with YOU!

54. The hospitality sector is a
“people industry”.
Staff should enjoy working
with people and meeting
their needs.

55. Hospitality staff
should have a
genuine willingness
to serve and help
others.
Whether they are
fellow staff or
customers.

56. Nothing is too much trouble
for you to deliver quality
service.
The customer MUST
always come first!

57. Promote a work culture of
quality performance.
Aim to deliver the best
effort and service at all
times.

58. Strive for
“continuous
improvements”
in how you deliver
your products and
services.

59. Be responsible for your
own work and quality
improvement.
Embrace change and
innovation.

61. Work as a
team member.
Must know what is
meant by the
'service ethos'.

62. Great communication
skills.
Strong work ethic.
Excellent technical skills.

63. High standard of
personal grooming.
'Thinking on your
feet' while under
pressure.

64. Maintain
tact, diplomacy
and discretion
when dealing
with guest
requests and
complaints.

65. Show attention to detail.
Must be
honest, punctual, and
be able to meet
deadlines.

66. Deliver your products
and services with
speed and quality
at ALL times.

67. A bad attitude cancels all
your other positive skills.
Bad attitude is a cancer in
our industry.

68. Push yourself.
Hospitality is a labour
intensive business.
Only you can motivate yourself.
It is your responsibility to
deliver the service.

69. Be yourself and be nice. Guests
see through fake smiles and
insincerity.
Treat your guests as though you
have invited them to your own
home.

70. Learn continually
and improve everyday.
Knowledge is power!
Never accept mediocrity.
Perform all tasks including the
menial with your best efforts.

71. Remember to have
fun!
Your guests are in your
venue for enjoyment.

72. Customers do not care
how you are feeling or if
you are short staffed in the
kitchen. They are not here
because of you.
They are here to SPEND
money on your offerings.

73. Customers expect to
see
energetic, responsiv
e, bright and happy
staff
who KNOW what
they are doing.

74. Avoid looking at the
clock. Does not make
the time go any faster.
Focus on the
customers, cleaning, rest
ocking and learning
about your products.

75. “Reading the room”
Observe everything within
a 20 meter radius of YOU.
ALWAYS be aware of your
surroundings.

76. Avoid keeping your gaze
down and don’t turn
your back on the room.
Too many staff walk with
their heads down.
They have NO IDEA of
what is happening
around them.

77. One of your main roles
is to be the eyes and
ears of the venue in
terms of safety and
SECURITY.

78. Be aware of your
guests' body language.
YOU need to initiate
the service contact.
NOT the guest.

79. Ensure you immediately
complete the tasks that
NEED to be done.
Rather than tasks that
are NICE to be done.

80. EXAMPLES...
Serving drinks is more important
than folding napkins. Getting a hot
meal out is more important than
polishing cutlery.
It is about TIME & PLACE.

81. You are expected to
perform your duties in
a professional and
efficient manner.
Staff are not paid
APPEARANCE money
to come to work!

82. Avoid getting into arguments
with staff or guests.
It is draining and unproductive.
The issues are ALWAYS minor in
the overall context of things.

83. Our industry performs
on daily, seasonal and
economic fluctuations.
Profits are very tight at
the best of times and
need constant
monitoring.

84. Don’t be blasé about wasting
stock and not caring about
your duties.
This attitude undermines the
entire business and is very
infectious!

85. Be consistent with ALL your
guests including non regulars.
Too many staff ignore them as it is
easier to deal with the regulars.

86. Guests want to
know that when
they return to your
venue they get
CONSISTENT and
STANDARD levels
of service.

87. Staff need to have a
sense of URGENCY.
NOT rushing around.
But a controlled and
efficient pace on the
floor and behind the
bar.

88. Your uniform and
personal appearance
are part of the selling
and service aspect of
the industry.
Proper grooming is a
pre-requisite of your
job.

89. Guests do not want to see:
 Trouser cuffs under heels





Fraying shirt collars and sleeves
Untucked shirts
Greasy and spotted uniforms
Ugly dilapidated shoes
Poorly fitted uniforms.

90. Guests will remember your
appearance before they recall the
type of cutlery or state of the
chairs in your venue.
YOU are the FIRST
impression!

91. Avoid talking too fast
with guests. Slow down.
Think
of WHAT and HOW you
are saying things.
DONT tell them your life
story.

92. The main point of
difference with your
competitors is the
quality of SERVICE
you offer.
This is where you and
your fellow staff
MUST excel.