Hospitality Industry Ethics and Quality

This assignment delves into the ethical challenges faced by employees in the hospitality industry. It examines the impact of unsolicited information sharing and outlines unethical behaviors common within the sector. The assignment emphasizes the importance of quality assurance processes, outlining actions hospitality businesses can take to support them. Additionally, it stresses the necessity of understanding relevant legislation, such as food & beverage, health & safety, and anti-discrimination laws.

SOURCE AND USE HOSPITALITY INDUSTRY INFORMATION

Table of contents
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Short answers:..................................................................................................................................5
1. Identify six external and six internal sources of information that are relevant to the
structure and operation of the hospitality industry......................................................................5
2. List at least 12 specific forms of information that will help staff perform operational
duties and will help enhance the quality of their work performance...........................................5
3. List 10 ways in which information is used to enhance the quality of work performance....5
4. List at least six forms of legislation that relate to working in hospitality and, in a short
sentence, explain what it means to work compliantly.................................................................6
5. List three advisory services or bodies from which you might gather information regarding
hospitality career options.............................................................................................................6
6. Make a list of at least 10 technological applications that are impacting on or will impact
on the different sectors of the hospitality industry......................................................................6
7. How might hospitality workers use technology in their day-to-day work activities? List at
least 10 different work activities that will rely on technological applications............................7
8. What opportunities can staff and managers take to update their understanding of current
and emerging trends and issues in the hospitality industry? List eight sources of information or
courses of action that will provide information about current and emeging trends....................7
9. Describe five current or emerging issues that might be relevant to staff working in the
hospitality industry, that will impact on business operation and that should be monitored........8
10. Workers will need to access information that is specific to the hospitality industry. List
12 sources of relevant information..............................................................................................8
11. List six key ways in which information is used to enhance the quality of work
performance.................................................................................................................................8

12. List four of the industries or business sector groups that would be allied with or related
to the hospitality industry and briefly describe their key characteristics and main functions.....9
13. Conduct independent research. (At least 150 words in total)...........................................9
14. List 12 new and/or emerging technological applications that door will assist with
streamlining hospitality operations..............................................................................................9
Long answers:................................................................................................................................11
1. Write 400 words explaining why it is useful for staff to obtain information on features of
current and emerging hospitality products and services. How is this likely to be relevant to
their job roles and to the organisation for which they work; that is, how can this information be
used to enhance their quality of work performance—and what are some of the current trends
(emerging hospitality products and services)?..........................................................................11
2. Describe the benefits of implementing a quality assurance scheme in the workplace. (100
words)........................................................................................................................................12
3. What sorts of things encompass ethical business practice and why should businesses and
workers adhere to particular ethical standards when conducting day-to-day hospitality
activities? (250 words)...............................................................................................................12
4. Why is it important for staff to source and access information on current and emerging
technologies that impact on operational duties? (60 words).....................................................13
5. Why is sharing updated information with colleagues important and how would you share
this information? (280 words)...................................................................................................13
6. Why is it important to understand the structure of the hospitality industry and its different
sectors? (70 words)....................................................................................................................14
7. Understanding the economic and social significance of the hospitality industry can
contribute to the understanding of the career pathways or opportunities available in the
industry. What are the economic and social impacts of the hospitality industry and what are
some of the roles, career pathways and opportunities available in hospitality? Consider at least
five different hospitality sectors and the relevant roles/ pathways. (300 words)......................14

8. Write 450 words to explain some of the major cross-industry and sector-specific industry
associations or peak bodies including trade unions, and their primary functions. Consider at
least three and conduct appropriate research.............................................................................15
9. Hospitality workers can find themselves in morally and ethically ambiguous situations
that are specifically relevant to the hospitality industry. They must, however, work to ensure
that they behave ethically with regard to interactions with colleagues, customers and
management. Explain what this means and what could constitute unethical behaviour. (300
words)........................................................................................................................................16
10. Quality assurance/ management/ control processes are necessary for all of the
hospitality sectors. Explain what actions can be taken by hospitality businesses to support
quality control procedures. (200 words)....................................................................................17
11. Why is it necessary to have a working knowledge of the basic aspects of legislation
related to the industry and what legislation should you have an understanding of? (100 words)
17
12. Explain what each of the following means, in terms of industry practice:.....................18
a. award provisions.................................................................................................................18
b. equal employment opportunity (EEO) law, the rights of employees and the responsibilities
of employers to make merit-based employment decisions (200 words total)...........................18

Short answers:
1. Identify six external and six internal sources of information that are relevant to the
structure and operation of the hospitality industry.
Internal sources External sources
Computer data Internet
Discussion with experienced industry
personnel
Journals
Colleagues Seminars
Suppliers Libraries
Training courses Reference books
Personal observations and experiences Unions
2. List at least 12 specific forms of information that will help staff perform operational duties
and will help enhance the quality of their work performance.
That 12 specific forms of information that will be helpful for providing the staff with information
pertaining to operational duties are:
1. Reference books
2. Media
3. Libraries
4. Training courses
5. Seminar
6. Government documents
7. Industry
8. Associations and organisations
9. Accreditation boards
10. Colleagues
11. Trade magazines
12. Advertising materials
3. List 10 ways in which information is used to enhance the quality of work performance.
Ways in which information can be used to enhance work performance are:

1. Helps in increasing the trust within the organisation.
2. Helps by providing clear cut instruction to the different rungs of the hierarchy.
3. Helps in understanding the perception of other colleagues.
4. Helps by demonstrating and promoting appropriate knowledge.
5. Helps in visualising the consequent results of the undertaken actions.
6. Helps in building a better supportive infrastructure,
7. Helps in brushing the keys skills.
8. Helps in setting up achievable targets.
9. Helps in constructing the metric system to measure performance.
10. A better understanding of the problems.
4. List at least six forms of legislation that relate to working in hospitality and, in a short
sentence, explain what it means to work compliantly.
Legislation in the hospitality industry:
1. Food Act
2. Liquor Act
3. Anti-discrimination Act
4. OH&S Act
5. Workers compensation Act
6. Smoke-free Act
Working in compliance means that the organisations need to follow the rules and regulations set
by the government
5. List three advisory services or bodies from which you might gather information regarding
hospitality career options.
Three advisory services that can be used as the source for gather hospitality career options:
1. The Australian government website posts job profiles relevant to the hospitality industry.
2. The student service is a body which guides the interested students and provides them
information pertaining to jobs in hospitality industry.
3. The PwC Australia is also another advisory body which can provide information
pertaining to the different career paths in the hospitality industry.

6. Make a list of at least 10 technological applications that are impacting on or will impact on
the different sectors of the hospitality industry.
Technological applications are:
1. Systems for catering
2. Online booking
3. Computer aided systems
4. Food production
5. Project management systems
6. Social media sites
7. Reservation and tracking system
8. e-Commerce
9. Feedback system
10. Inquiry system
7. How might hospitality workers use technology in their day-to-day work activities? List at
least 10 different work activities that will rely on technological applications.
Use of Technological Applications in the hospitality industry:
1. They can check the feedback of the customers on the mobile apps.
2. They can use the technology to be available to the customers 24/7.
3. We can use the Technological Applications to source and access data and information.
4. The Technological Applications may be useful in promoting the company.
5. The employees can use Technological Applications in order to portray their views to the
management.
6. They can use the Technological Applications to gather additional information for the
customers.
7. Communication and sharing of information become easy.
8. Finding good alternatives becomes easy.
9. Help in getting customer insight.
10. Connecting to the customers at a global platform.

8. What opportunities can staff and managers take to update their understanding of current
and emerging trends and issues in the hospitality industry? List eight sources of
information or courses of action that will provide information about current and emerging
trends.
Information pertaining to current trends:
1. Newspapers
2. Travel magazines
3. Customer feedback
4. Knowledge of current trends
5. Industry magazines
6. Discussion with experienced professionals
7. Communicating with colleagues and collaborators
8. Internet
9. Describe five current or emerging issues that might be relevant to staff working in the
hospitality industry, that will impact on business operation and that should be monitored.
The five major issues that may be relevant to hospitality industry:
1. Use of mobile for booking and reservation.
2. Customer safety- with the increasing threat of terrorism and extremist activities, the
customers need to be safe.
3. Food and hygiene- customers are entitled to hygienic and clean food for which they are
willing to pay even extravagant sums of money.
4. Customer amenities- customers are looking for extra value added services such as free
parking, free Wi-Fi etc.
5. Threat of terrorism- with the regional disturbances spreading to global levels, threat of
terrorism cannot be ruled out as one of the influencing factors affecting hospitality
10. Workers will need to access information that is specific to the hospitality industry. List 12
sources of relevant information.
Sources of relevant information:
1. Tourism industry associations
2. Unions
3. Policies

4. Media
5. Guidebooks
6. Information databases
7. Industry reference books
8. Local councils and Chambers of Commerce
9. Colleagues, supervisors and team mates
10. Internet
11. Procedure manuals
12. Product databases
11. List six key ways in which information is used to enhance the quality of work performance
Information to enhance work performance:
1. Increased coordination
2. Diffusing risks
3. Update with current information
4. Better understanding of customer needs
5. Better understanding of risks and issues
6. Effective communication between the hierarchies
12. List four of the industries or business sector groups that would be allied with or related to
the hospitality industry and briefly describe their key characteristics and main functions.
Sectors of hospitality industry
1. Food and beverage industry deals with the food that is served to the customers.
2. Casino deals with entertaining people by providing people games that they can use to test
out their luck.
3. Travel and tourism is one of the oldest sectors of the industry and deals with providing
travelling options and guidance to interested customers.
4. Spas and wellness care centres is relatively new development and is responsible for
making the people feel good about themselves and their bodies.
13. Conduct independent research. (At least 150 words in total)
It is very important for the employees who are employed in the hospitality industry to access and
sources pertaining to the industry in order to enhance the work performance and improve the
efficiency of services and quality of the products that is provided to the customers. By sharing

and communicating information that is credible and authentic in nature, workers will be able to
coordinate among themselves in order to satisfy the needs of the customers and take care of the
various risks and issues that make crop up while providing the services to the customers. The
hospitality industry is very diverse in nature and is a place creative and lucrative job
opportunities for those who are interested in having an exciting and creative job profile. The
individuals working in the hospitality industry can choose the carrier Pathway according to the
liking and can effectively work towards providing the customers with every service and product
that they need.
14. List 12 new and/or emerging technological applications that door will assist with
streamlining hospitality operations.
The new emerging Technological applications are:
1. New security measures
2. Wearable Technology
3. Self-service check-ins
4. Cloud computing
5. Presence on social media
6. Use of native mobile apps
7. Payment platform
8. Engaging customers on mobile platform
9. Measuring employee productivity
10. Feedback mechanism
11. Personal concierge
12. Conversational interfaces

Long answers:
1. Write 400 words explaining why it is useful for staff to obtain information on
features of current and emerging hospitality products and services. How is this
likely to be relevant to their job roles and to the organisation for which they work;
that is, how can this information be used to enhance their quality of work
performance—and what are some of the current trends (emerging hospitality
products and services)?
For the hospitality industry staffs to work in an appropriate fashion they need to be up to date
with the ongoing practices in the industry. In order to be up to date, these individuals need to
obtain relevant information pertaining to the industry. The corporate hospitality is industry is
continuously changing and this means that there is new information for each of the sector present
in this industry. By careful observation of the information present, one can be enlightened about
the services and products that have emerged in the current market. By having enough
information relevant to these products and services, the staff can undertake the effective
measures.
One should understand that these information are not only pertaining to the emerging trends in
the industry but also highlights the various additional requirements that have emerged in the
roles and responsibilities that are performed by the staff members employees in the hospitality
industry. All these requirements are focused towards enhancing the quality of work and
improving the organisational efficiency and performance. However, these requirements need to
be fulfilled by the employees by keeping in mind the resources in hand and the ability to adapt
and modify in their existing work culture.
Once these information are collected by the interested individuals, it is their responsibility in
order to filter the required information that may be helpful in improving their individual
performances and thus, in turn, help the entire organisation to benefit from the same. Hence
relevant, credible and authentic information is very important in order to enhance the overall
organisational performance by enlightening those involved in the hospitality industry to
understand the various market trends that are present in the hospitality industry and market
today. The trends that are present in the current market pertaining to hospitality and its related
industry are the ability to handle tech savvy and self-sufficient travellers who use mobile
applications in order to reserve rooms and demand other services. Hence, in this case, the staff

need to be able to handle the high-quality technological equipment and also have an experience
of catering to international visitors due to the increase in international tour and tourism policies
that have been implemented all over the world. The hospitality industry also needs to focus on
health and wellbeing of their staff as well as customers and promote eco-friendly alternatives that
would ensure a sustainable society in the future.
2. Describe the benefits of implementing a quality assurance scheme in the workplace.
(100 words)
Quality management has few benefits when implemented in the workplace:
1. It strengthens competitive position.
2. It helps in adapting to the changing and evolving market conditions.
3. It increases the productivity of the organisation.
4. It strengthens the market image.
5. It reduces the probability of emergence defects and wastes.
6. It reduces the operational costs and improves the cost management system.
7. Increases revenue and profitability.
8. Enhances the organisation’s focus on the customers and this leads to better customer satisfaction.
9. By boosting customer satisfaction, brand loyalty of the company increases and customers can be
retained.
10. Increases the job security of the employees.
11. Increased job security indirectly boosts employee morales.
3. What sorts of things encompass ethical business practice and why should businesses
and workers adhere to particular ethical standards when conducting day-to-day
hospitality activities? (250 words)
The reputation and brand image an organisation are influenced by the day to day activities of the
company and thus, every organisation requires an ethical code which helps in strengthening the
commitment and accountability for their business practices and strategies. These ethical codes
help in clarifying the standards of behaviour and moral obligations that are expected from each
employee working in the company. The ethical business practices take encompass the promotion
of ethical behaviour in the organisation. This also promotes equal opportunities and a safe and
healthy work environment. This would help in bringing the much-needed diversity in the

organisation. The company shall practice its trades more ethically and at the same time provide
safe passage for obtaining untampered feedback which reports non-compliance.
In order hospitality activities, the staff members need to understand the importance of the ethical
and moral standards that will be appreciated by the customers as well as the public. Working
with ethical business factors help the employees to be punctual and they are always on time and
do every designated activity according to the timetable. Employees are responsible for the honest
efforts at the workplace in order to utilise the time provided to them for the designated task
rather than wasting their time on personal stuff. Hospitality industry demands that each of the
employees need to be professionally dressed along with visible identification cards. Ethical
business practices also help in building a team which work with the positive attitude to take
difficult tasks head on without much of a complaint.
4. Why is it important for staff to source and access information on current and
emerging technologies that impact on operational duties? (60 words)
Sourcing and accessing information is very important for employees working in any field as this
helps them in identifying the changes the need to bring about in their organisational functions
and duties. Understanding the technological advancements and trends present in the market, the
staff members would be able to prepare themselves for the oncoming demands of the customers
and it is a fact that it is better to be prepared than to be sorry.
5. Why is sharing updated information with colleagues important and how would you
share this information? (280 words)
People share knowledge in order to create awareness, help in faster problem solving, improving
coordination among the various branches and options of the industry and most important of all is
pitching new ideas. The activity of sharing information, skills and expertise among the people
involved in the organisation is termed as Information sharing. When knowledge all information
is shared with the rest of the employees, they become much more aware of the responsibilities
that they need to fulfil and it gives my directionality in order to use resources provided to them
by the organisation and also improve the individual performance. Working as a team helps in
providing solutions very fast and this, in turn, is responsible for improving the response time. It
is not uncommon for the team to be stuck on an assignment. Working as a team helps in
processing the problem much more efficiently and this enables in the much quicker resolution of
the problems.

As people become more involved in working together, it helps in developing the team and
increases coordination among its members.As the coordination among the worker's increases,
they become more and more positive towards accepting innovative ideas which require and
interest of the coworkers in order to achieve the same. Information among the workers can be
shared by effective means of verbal and nonverbal communication channels such as speaking,
writing and telephone conversations. Directly interacting with the colleagues and taking part in
discussions also increases the chance of information dissemination which is essential for
improving and enhancing the overall performance of the company. Once the information has
been shared it can be expected to travel to other departments of the company who can benefit
from the information.
6. Why is it important to understand the structure of the hospitality industry and its
different sectors? (70 words)
The hospitality industry is mainly in customer service which is a shared concept amount the
various segments of the industry. In order to understand all the products and services that are
provided by the hospitality industry, it is important to understand the structure of the industry.
This helps in focusing on a single sector and also provides enough information pertaining to the
sector that is required for its functioning.
7. Understanding the economic and social significance of the hospitality industry can
contribute to the understanding of the career pathways or opportunities available in
the industry. What are the economic and social impacts of the hospitality industry
and what are some of the roles, career pathways and opportunities available in
hospitality? Consider at least five different hospitality sectors and the relevant roles/
pathways. (300 words)
The hospitality industry is a host to a wide range of job opportunities that are both fun and
exciting. The common misconception among the people that hospitality basically means hotel
and hotel work, people tend to forget that it is a very widespread and large industry which is
divided into numerous sectors where young men and women can find viable employment
opportunities. This sector mainly include travel and tourism, casino management, food and
beverages, spas and wellness centre and catering centres. All these sectors of the hospitality
industry provide numerous career pathways for the interested individuals and are of social and
economic significance.

Tour and tourism sector of the hospitality industry provides the individuals looking for
employment with an opportunity to guide and direct tourist and travellers in their travel and since
the demand for international travel and tourism is strong, it is a very vibrant sector. In casino
management, the interested individuals live the glamorous life and can daily have fun while
people try their luck even when they know that the house always wins. In the food and beverage
sector, in would be involved in providing services pertaining to various food products and
savoury drinks which attract the customers all over the world. They would be able to taste
exquisite cuisines and can be witness to gastronomic delights. A person wishes to enjoy the
people less of life and nature and also help other people do the same, they can try the luck the
spa and wellness centres. If an individual believes that they are responsible and at the same time
multitasking, they can apply in the catering sector of the hospitality industry. The employees
here need to be aware of the demand of the organisation as well as the customers in order to have
a very exciting career opportunity.
8. Write 450 words to explain some of the major cross-industry and sector-specific
industry associations or peak bodies including trade unions, and their primary
functions. Consider at least three and conduct appropriate research.
The three main peak associations present are the Australian Council of Employers Federation
(AEFI), Australian Chamber of Commerce and Industry (ACCI) and Business Council of
Australia. (BCA). The AFEI is one of the oldest advisory groups present in Australia and is
responsible for the formulation of employee policies. This group is also involved in resolving the
major relation issues in the workplace which directly affect the Australian businesses. The main
role over the years has been representing, advising and assisting the Australian employers in
meeting the obligations pertaining to workplace relations. They are also involved in assisting the
organisations with proper management of human resources. They are also responsible for proper
training and maintaining the regulations that are imposed upon the organisations by the
government. The AFEI is a non-profit organisation and boasts of 60 industries to be enlisted
under this specific peak body.
The Australian Chamber of Commerce and industries is the single largest and most
representative big body organisation present in Australia. This organisation consists of other
territory and state Chambers of Commerce and also represent the national industry associations.
The ACCI is responsible for bringing in the public and government in the decision making the

process for issues that directly or indirectly impact the business. The topic of discussion maY
range from economics to trade to workplace relations to health and safety at work the name
of few. This organisation is also the international representative of the Australian
businesses and Enterprises. The peak body is responsible for formulating policies on a
variety of matters such as economics and industry, employment, training and education,
sustainability, small business Enterprises, trade and related international affairs. They
also work to promote flexible workplace and responsible for marketing workplace
relations. The organisation is also responsible for maintaining the health and safety
standards of the organisations and industries and listed under this organisation. They are
responsible for ensuring that all the individuals do not face any mortal danger at the place
of work.
The Business Council of Australia is made up of chief executive of over more than 100 biggest
and largest populations of Australia. The main aim of this organisation is to provide the business
community with a voice which would be audible in the Waves pertaining to public policy and its
impact on the Australian society. This organisation is responsible for bringing about policy
changes as it is very heavily engaged in the lobbying activities of the Australian government and
the Council of Australian governments. This group unlike the other two big bodies mentioned
above is more vocal about the changes and impact of policies on business organisations and this
can be expected as they ghost of having the largest manufacturers and service firms present on
Australian soil.
9. Hospitality workers can find themselves in morally and ethically ambiguous
situations that are specifically relevant to the hospitality industry. They must,
however, work to ensure that they behave ethically with regard to interactions with
colleagues, customers and management. Explain what this means and what could
constitute unethical behaviour. (300 words)
The issue of ethical obligations are very much observed in the hospitality industry and this leads
to a situation of ethical dilemma where the employees and workers need to work together in
order to maintain ethics while interacting with colleagues, customers and management. The very
first thing that these individuals need to realise is the consequences of the actions as this will
affect the life of the people working around them. In the case of ethical ambiguity, the workers

need to ask themselves whether the action that they will take has any significant repercussions on
the company itself and this is sufficient enough to stop most of the employees from indulging in
unethical activities.
In case the managers observe some irregularities and unethical behaviour, they can exploit this
opportunity to positively approach the problem in such a way that the ethical and moral
decencies are well maintained. While facing moral obligations, people can prove themselves to
be good if given a second chance at redemption and they need to analyse the level of discomfort
it may cause to the colleagues, customers and the management itself. The second chance is very
important as this serves as a proper warning for those indulging in unethical behaviour and
practices.
One of the major ethical dilemmas that staff members and workers find themselves in is
unsolicited sharing of information. This impulse a behaviour of the employees along with the
inability to distinguish between professional and personal life can be a major cause of ethical
dilemmas. The individuals involved in the activity need to understand the gravity of the situation
before they participate in unethical behaviour which can affect their personal and private life
directly and indirectly. The unethical behaviour that may be observed in hospitality industry
impolite and rude behaviour towards the guests, discrimination on the basis of colour and sex
and not to mention unfairness in the business practices.
10. Quality assurance/ management/ control processes are necessary for all of the
hospitality sectors. Explain what actions can be taken by hospitality businesses to
support quality control procedures. (200 words)
The quality management process is responsible for measuring the level of Quality Services that
are provided by the organisation present in the hospitality industry. In order to support the
quality management process it is required that the organisation makes a commitment to adhere to
quality. The organisations need to understand that meeting quality is not a situational thing but
needs to be maintained regularly with consistency. This helps in standardising the quality
requirements of the services and products which can be compromised with neither in short term
nor in the long term. In case quality is compromised, the organisation must be able to identify
and keep a track of the mistakes. In order to support the entire process, hospitality Industries
need to invest heavily in training so as each of the individual employees are aware of quality
control. The training process is dynamic and this includes training new recruits and even the

CEO of the organisation so as the understand the need to focus on quality issues. In order to train
the employees, they need to be organised in circles or teams who are capable enough to identify
and resolve the various issues pertaining to quality of services and products.
11. Why is it necessary to have a working knowledge of the basic aspects of legislation
related to the industry and what legislation should you have an understanding of?
(100 words)
The legislation clearly at loans what to do and what not to do and this is necessary for proper
functioning of the companies and business organisations. The rules tend to change and over the
years have become more and more complicated. In order to safeguard themselves from being
exploited, it is necessary to have the working knowledge pertaining to the basic aspects of
legislation related to the hospitality industry. The few legislations that one working in the
hospitality industry should keep an eye on is the food and beverage legislation, health and safety
legislation, anti-discrimination legislation to name a few.
12. Explain what each of the following means, in terms of industry practice:
a. award provisions
The award provisions take into consideration employee performance and calculate the
probability of awarding the individual for their exceptional work performance. The
provision for awards in the hospitality industry is mainly for good services, top class
management and positive customer feedback pertaining to a specific individual.
Awarding can act as an incentive to act and also functions as a motivational technique
that can boost the loyalty of the employees towards the company. Awarding an individual
can be done by giving them cash or of Memento for the contribution in the industry. This
is responsible for boosting the self-confidence of the employees and each of them tries to
work the best in order to get rewarded and appreciated for their performance.
b. equal employment opportunity (EEO) law, the rights of employees and the
responsibilities of employers to make merit-based employment decisions (200
words total)
The equal Employment opportunity law states that each and every individual has an equal
opportunity for employment irrespective of caste creed, religion, race, colour or sex.
According to the law, employers cannot participate in discriminatory actions while lifting
candidate for poles available in their company. The candidates need to be selected on the

basis of their merit and not any other secondary superficial criteria so jealous sex or
nationality or colour of the skin. The employer first themselves need to understand the
quality and qualifications that are necessary for conducting the job interview and is
relevant to the job profile.