Naja Group of Colleges: SITHIND002 Commercial Cookery Report

This report, prepared for the SITHIND002 Commercial Cookery module at the Naja Group of Colleges, provides a comprehensive overview of current trends and innovations within the hospitality and catering industry. It examines key areas such as current and emerging products and services, addressing issues like dietary needs (vegan, vegetarian, allergies), career opportunities including internships and vocational training, the importance of social media and customer feedback, compliance issues, and the implementation of new technologies like online booking systems. The report emphasizes the need for the Naja Group of Colleges to adapt to these trends to enhance profitability, competitive advantage, and customer satisfaction. Recommendations include incorporating diverse menus, diversity policies, work health and safety measures, environmental sustainability practices, and service innovations. The report also includes a template for improvements, and details on staff training materials and methods to ensure continuous learning and industry awareness. Role-play scenarios for staff training are included, and the report concludes with a focus on continuous improvement to maintain a high level of service.

Running head: COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
COMMERICAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Name of the Student:
Name of the University:
Author note:

1COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Part 1: Source Information
Introduction
The Australian Tourism, Travel and Hospitality industry is rapidly expanding into one of
the key industrial contributors of the nation’s overall economic growth and development.
Currently, this multifaceted industry has been evidenced to contribute to approximately greater
than $100 billion to Australia’s Gross Development Product (GDP). However, with the onset of
technological advancements and increased rates of globalization, organizations indulging in the
hospitality and catering sector are now required to continuously undergo modifications with
respect to novel innovations, consumer expectations and current trends. Thus, the NGC is not
different with regards to the same and engagement in new trends and changes can be considered
to enhance competitive advantage, organizational profits, and overall market share and customer
satisfaction.
The following report will thus extensively discuss and expand upon the current trends
and innovations in the hospitality industry which the Naja Group of Colleges (NGC) can
implement for the purpose of expanding upon their profitability, competitive market and
clientele in the future. The key hospitality and catering industry areas where associated
innovations and trends will be expounded upon are: current and emerging products and services,
current issues, career opportunities, relationship between other related industries, compliance
issues and quality assurance, new products and technology and industrial work ethics.

2COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Discussion
Current and Emerging Products and Services
Current food catering industries and organization are no longer focusing on one, but a
range of inter-disciplinary services and professions and the hotel and hospitality industries are no
different. A key innovation or trend which the NGC can implement with respect to same, is the
inclusion of nutritionist or dietician services within the facility. This means that along with
enjoying a range of food products, busy customers can also consult regarding their dietary
preferences and strategies of healthy food selection within the premises itself.
Current Issues
With the increase in media coverage and availability of healthcare educational resources,
customers are now increasingly aware concerning the association between diet and health as well
as the ethical issues associated with current non-vegetarian diets. Such awareness has thus
increased the popularity and demand of consuming vegan and vegetarian diets – both of which
are missing in the menu of the NGC. Additionally, customers may have health complications
such as lactose and gluten intolerance, allergies or even celiac disease. Such issues call for the
need to include diets or recipes compliant to special dietary requirements which in turn are
missing in the NGC. Such dietary issues must be corrected at the earliest since lack of
consideration of customers’ special dietary requirements can call for legal and civil action
against the concerned organization.
Career Opportunities
The inclusion of vocational training across workplaces and industries are an innovative
and effective way with which new talents and skills can be identified and thus, absorbed into the
existing workforce. Thus, the NGC can serve as a lucrative career option for students by

3COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
providing opportunities for internships and vocational training, as well as liaising with other
hospitality and catering organizations to provide placements for future professional practice.
Relationship between other Related Industries
In the age of media exposure and technology, industries are now increasingly expected to
deliver customer centered services where establishment of positive rapport with customers paves
the way for increased organizational profits, competitive advantage and popularity. This can be
done via the establishment of an organizational social media page or website where customers
can have the opportunity to post pictures, share their view and remain updated of the NGC’s
activities.
Compliance Issues and Quality Assurance
One of the key strategies required to ensure continuous adherence to customer
satisfaction and deliverance of quality products and services is the implementation of timely
process audits as well as inclusion of customer complaints and feedback management
procedures. NGC thus needs to include opportunities for customers to provide their feedback as
well as the continuous monitoring or auditing of its food preparation processes.
New Products, Technology, Techniques and Services
While the NGC already adopts unique and comprehensive travel and transportation
policies, there is an increasing popularity surrounding the availability of online booking
procedures – since customers may be too busy to take time to physically order food to the
cafeteria. Thus, the inclusion of online food booking systems can be a useful addition to NGC’s
current repertoire of services, which in turn, can enhance inclusion of a wider customer clientele.

4COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Work Ethic required to Work in the Industry
While the NGC’s organizational statement in values and mission demonstrate the
adherence to a highly secure and positive work environment, there is an absence of a diversity
policy as well as a statement on environmental sustainability or a sustainable corporate social
responsibility policy. At present, with increased rates of globalization and tourism, the world has
transformed into a global village. For this reason, various organizations of Australia, especially
the hospitality sector are witnessing an influx of culturally and linguistically diverse groups, both
as employees as well as customers. With this respect, the inclusion of a diversity policy within
the NGCs mission statement and values is of utmost importance.
Additionally, with respect to the growing global concern of climate change, all
organizations, including those of the hospitality sector must possess a set of principles,
statements or policies on environmental sustainability, as per the Environment Protection Act.
Lastly, the lack of a set of work health safety policies and programs for hazard prevention and
control is also a key requirement which needs to be addressed by the NJC, to ensure safe work
practices for its employees.
Conclusion
Thus, the above mentioned report provides an extensive and elaborate discussion on
current trend, innovations and policies which the NGC can implement for the purpose of
ensuring overall improvement, customer satisfaction and organizational profits. While the
NGC’s existing set of policies and programs have already generate considerable popularity and
monetary benefits, there is still a need for the organization to know and take part in current
trends, technologies and innovations. These include: the inclusion of vegetarian dishes, policies

5COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
of diversity, work health and safety, environmental sustainability and service innovations like
online booking, process audits, customer feedback and social media pages.

Running head: COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Part 2: Make Recommendations
The following template and table demonstrates the key focus areas which will be enhanced with respect to the inclusion of
current trends and innovations within the NGC. As observe and highlighted, the key areas focused for transformation comprise of new
products, services, relevant issues, career opportunities, quality improvement and ethics across the workplace. The template also
mentions the new Ethics Charter to be included within the organization with respect to workplace diversity, environmental
sustainability and prevention of workplace safety and prevention of hazards.
Appendix 1: Responding to Market Information
FOCUS AREA DEPARTMENT PRIMARY
FUNCTION
PRODUCT /
SERVICE
PROVIDED
MARKET
TREND
REQUIRED CHANGE /
ADJUSTMENT
current and emerging
products and services
Accounts & Finance Money and
budget:
Ensure the
establishment
maintains
profitability.
Record keeping,
invoices,
payments,
receipts, payroll
and financial
reports.
Changes in
legislation
Update policies, procedures and
processes
Train staff

1COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Food & Beverage Service food
and beverage:
ensure
customers’
food and
beverage
Requests are
met efficiently
and politely.
Food and
beverage,
knowledge of
product(s) and
Establishment,
recommendations,
efficient, room
service and mini
bars.
WHS
legislation
Food safety
and hygiene
Food
Allergies
Update policies, procedures and
processes
Train staff,
Inclusion of multidisciplinary
services such as inclusion of
dietician and nutritionist
consultation for customers
within the cafeteria premises
itself.
Current Issues (Focus
Area 1)
Food and
Beverage
Preparation
and serving
of in diets,
recipes and
meals as per
the
nutritional
requirements
and personal
preferences
of customers
Customised
food and
beverage
options,
Inclusion of
vegetarian
and vegan
diets,
consideratio
n of special
dietary
requirements
of customers
Formulation and availability of
new set of vegetarian, vegan,
lactose intolerant, glucose
intolerant, celiac disease diet,
as well as inclusion of
customer consultation
processes on the prevalence
of any dietary allergies.
career opportunities
(focus area 2)
Human resources
department
Addressing
employee
rights,
complaints
and
recruitment
Addressing
employee
recruitment,
attrition and
training
Inclusion of
vocational
training
opportunities
and
internships
Recruitment of students as
interns, liaising with hotels,
cafeterias and restaurants in the
locality for placements and future
career opportunities.
relationship between other Marketing and
sales department
Promoting the
cafeteria’s
popularity and
Calculating
company sales
and profits,
Establishment
of social
Creating the cafeteria or the
NGC’s own social media page,
encouraging customer feedback

2COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
overall profits evaluating
current market
prices and
competitors’
performance
media
channels
online and updating the
institution’s latest news online

Running head: COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Part 3: Role Play
The above identified changes with regards to fundamental areas of focus (current and
emerging products and services, current issues, career opportunities, relationship between other
related industries, compliance issues and quality assurance, new products and technology and
industrial work ethics) have been summarized and coalesced into PowerPoint presentation. This
has been done for the purpose of disseminating information and educating employees on current
trends which have been identified and are to be implemented within the NGC. In addition to the
same, the following list of information concerning the need for key trends to be followed have
been provided by the campus cafeteria managers of the NGC which will also be considered for
future organizational improvement ventures:
 The cafeteria has recently witnessed an influx of customers who are belonging to diverse
ethnic and cultural backgrounds and thus, seek to find and choose from ethnically diverse
cuisines. Thus, inclusion of customer feedback mechanisms as well as nutritionist
consultation can assist staff in understand and formulating diverse menus and recipes.
 The cafeteria has recently witness an influx of customers who are seeking to explore
vegan and vegetarian diets due to ethical and health reasons. Engagement in customer
feedback mechanisms along with training staff on vegan trends and assist in developing
diverse menus.
 There is a need for staff to consult with nutritionists for the development of diets
compliant to the needs of customers with allergies and intolerances like gluten, lactose,
celiac as well as allergens like soy, nuts, shellfish.

1COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Part 4: Role Play
The following key points will be considered and communicated to staff when operating
the online booking software:
 Staff must first book based on the ‘Availability’ sheet followed by specifying notes or
considerations for each booking in the ‘Restaurant Reservation’ sheet.
 Staff must notify customers via a message on the day before or a phone call on the day of
the booking as a reminder or as a way to identify any changes at the last moment.
 Staff must highlight the names of the customers as per the time when they arrive to
occupy the booking or reservation.
 Staff must be notified half an hour early prior to the end time so as to ensure availability
for the next booking.
 Names must be highlighted immediately in the software in case of any changes or
cancellation.
 Staff must store the reservation sheets of each day in case of any future complications.
 Bookings and associated concerns must be discussed during every debriefing session.
 For every booking, staff must obtain consent from customers in case of delivering
notifications or organizational updates via phone, message or email.

Running head: COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
Part 5: Opportunities to Update Knowledge
For the purpose ensuring continuous learning and keeping staff updated on current trends and innovations in the food and
hospitality industry, the following educational materials and methods will be considered.
Appendix B: Remain Up-to-Date Strategy
Method Source (Website link where relevant) Date , Time and
Venue
Notes (Costs,
Required
Resources)
Online
Newsletters
1. Source 1: https://www.ausfoodnews.com.au/tag/food-trends
2. Source 2: https://www.hospitalitymagazine.com.au/2020-
trends/
3. Source 3: https://www.goodfood.com.au/eat-out/news
1. First week
of March,
10:00 AM,
within NJC
premises
2. First week
of April,
10:00 AM,
within NJC
premises
3. First week
May, 10:00
AM, within
the NJC
premises
The resources will
be printed in the
form of flyers and
brochures for staff
to read and refer to.
Arrangements will
be made of
projectors,
computers and
speakers to teach
staff using
audiovisual
methods.
Participants will be
engaged in a group
discussion at the
end of the session to
share their thoughts.
Estimated costs:
$20 to $

1COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
30/educational
session.
Seminars,
Workshops
1. https://www.foodserviceaustralia.com.au/
2. https://www.eventbrite.com/e/trend-seminar-in-melbourne-
tickets-65446796129
3. https://www.hospitalitydirectory.com.au/events/16751-2020-
foodservice-australia/
1. Second
week of
March,
10:00 AM,
within NJC
premises
2. Second
week of
April, 10:00
AM, within
NJC
premises
3. Second
week May,
10:00 AM,
within the
NJC
premises
The resources will
be printed in the
form of flyers and
brochures for staff
to read and refer to.
Arrangements will
be made of
projectors,
computers and
speakers to teach
staff using
audiovisual
methods.
Participants will be
engaged in a group
discussion at the
end of the session to
share their thoughts.
Estimated costs:
$20 to $
30/educational
session.
Online
Forums
1. https://nationalindustryinsights.aisc.net.au/industries/tourism-
travel-and-hospitality/hospitality
2. http://rca.asn.au/magazine/
3. https://kohler.design/ahice-2019/
1. Third week
of March,
10:00 AM,
within NJC
premises
2. Third week
of April,
10:00 AM,
within NJC
The resources will
be printed in the
form of flyers and
brochures for staff
to read and refer to.
Arrangements will
be made of
projectors,
computers and

2COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
premises
3. Third week
May, 10:00
AM, within
the NJC
premises
speakers to teach
staff using
audiovisual
methods.
Participants will be
engaged in a group
discussion at the
end of the session to
share their thoughts.
Estimated costs:
$20 to $
30/educational
session.
Appendix C: Communication Plan
Target
Audience:
Who do we
want to
inform?
Key messages:
What do we want
to tell them?
Resources
Required: Do
we need any
resources
Communication
methods: How
are we going to
tell them?
Who is
responsible for
doing it?
Deadline: By
when does this
happen?
Date of
Completion
and Feedback
Employees The organization
strives to recruit a
cultural diverse
Organizational
policy
document and
Brochures,
presentations,
flyers, social
Managers,
Administration,
Chief Executive
1st March, 2020 30th March,
2020

3COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
population,
maintain
environmentally
sustainable practices
and engage work
health safety and
hazard prevention.
mission
statements,
Online articles,
governmental
websites,
governmental
policy
documents,
computers,
projectors,
speakers,
conference fall,
presence of
signboards and
symbols all
across the
organization
media posts,
email
notifications,
online
newsletters,
workshops,
educational
programs.
Officer, Human
resource
manager, Sales
and Marketing
department,
Quality Control
Supervisor

4COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
and at the entry,
business cards.
Customers The organization
diverse ethnic
menus as well as
options for special
dietary
requirements. The
organization also
prioritizes customer
convenience and so
it provides online
booking facilities.
The organization
also believes that
their value lies in
customer
Organizational
policy
document and
mission
statements,
Online articles,
governmental
websites,
governmental
policy
documents,
computers,
projectors,
speakers,
conference fall,
Brochures,
presentations,
flyers, social
media posts,
email
notifications,
online
newsletters,
workshops,
educational
programs.
Managers,
Administration,
Chief Executive
Officer, Human
resource
manager, Sales
and Marketing
department,
Quality Control
Supervisor
1st April, 2020 30th April, 2020

5COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
experiences, which
is why the
organization has a
social media handle
and a
complaints/feedbac
k section via which
customers can place
their concerns or
engage themselves
in the activities of
the organization.
presence of
signboards and
symbols all
across the
organization
and at the entry,
business cards.
Contractors The organization
strives to recruit a
cultural diverse
population,
maintain
Organizational
policy
document and
mission
statements,
Brochures,
presentations,
flyers, social
media posts,
email
Managers,
Administration,
Chief Executive
Officer, Human
resource
1st May, 2020 30th May, 2020

6COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
environmentally
sustainable practices
and engage work
health safety and
hazard prevention.
Online articles,
governmental
websites,
governmental
policy
documents,
computers,
projectors,
speakers,
conference fall,
presence of
signboards and
symbols all
across the
organization
and at the entry,
notifications,
online
newsletters,
workshops,
educational
programs.
manager, Sales
and Marketing
department,
Quality Control
Supervisor

7COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
business cards.
Visitors The organization
diverse ethnic
menus as well as
options for special
dietary
requirements. The
organization also
prioritizes customer
convenience and so
it provides online
booking facilities.
The organization
also believes that
their value lies in
customer
experiences, which
Organizational
policy
document and
mission
statements,
Online articles,
governmental
websites,
governmental
policy
documents,
computers,
projectors,
speakers,
conference fall,
presence of
Brochures,
presentations,
flyers, social
media posts,
email
notifications,
online
newsletters,
workshops,
educational
programs.
Managers,
Administration,
Chief Executive
Officer, Human
resource
manager, Sales
and Marketing
department,
Quality Control
Supervisor
1st June, 2020 30th June, 2020

8COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
is why the
organization has a
social media handle
and a
complaints/feedbac
k section via which
customers can place
their concerns or
engage themselves
in the activities of
the organization.
signboards and
symbols all
across the
organization
and at the entry,
business cards.
General Public The organization
diverse ethnic
menus as well as
options for special
dietary
requirements. The
Organizational
policy
document and
mission
statements,
Online articles,
Brochures,
presentations,
flyers, social
media posts,
email
notifications,
Managers,
Administration,
Chief Executive
Officer, Human
resource
manager, Sales
1st July, 2020 30th July, 2020

9COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
organization also
prioritizes customer
convenience and so
it provides online
booking facilities.
The organization
also believes that
their value lies in
customer
experiences, which
is why the
organization has a
social media handle
and a
complaints/feedbac
k section via which
customers can place
governmental
websites,
governmental
policy
documents,
computers,
projectors,
speakers,
conference fall,
presence of
signboards and
symbols all
across the
organization
and at the entry,
business cards.
online
newsletters,
workshops,
educational
programs.
and Marketing
department,
Quality Control
Supervisor

10COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
their concerns or
engage themselves
in the activities of
the organization.

Running head: COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES
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Running head: COMMERCIAL COOKERY: SITHIND002: NAJA GROUP OF COLLEGES