Hospitality Management: Case Studies, Legislation, and Roles

This assignment delves into various aspects of hospitality management, addressing ethical dilemmas, industry relationships, and legal responsibilities. It presents case studies involving interactions with suppliers, licensing authorities, health inspectors, and sales personnel, prompting analysis of appropriate actions and ethical considerations. The assignment further explores legal and ethical obligations, including responsibilities of both workers and businesses within the industry. It also examines relevant legislation, such as liquor control, gambling regulation, food hygiene, fair work, workplace health and safety, and anti-discrimination laws. Additionally, the assignment touches upon community relations and potential complaints. Finally, it requires research into employment opportunities, including job roles across different hospitality sectors, and explores relevant professional organizations and unions that support businesses like Marino Enterprises.

Name:
Course
Professor’s name
University name
City, State
Date of submission

QUESTION
As a hospitality manager you will need to frequently work with people from other industry
groups. Explain four important characteristics that will lead to effective relationships with the
following people:
a) Supplier of a product
1. Should be trustworthy
2. Accountability for and in quality issues
3. Ease of communication with the supplier of the product
4. Cooperation with the third party (Baum, 2019)
b) A person from the liquor licensing authority
1. having all the necessary licences required by the liquor
licensing authority
2. ability to communicate to the person from the liquor authority
3. Cooperation with third parties.
4. Pay the authority promptly
5.
c) who provides information on how to comply with requirements .A public health
inspector who has come to audit your kitchen.
1. take him around the kitchen
2. constant communication with the health inspector
3. good relationships with the health inspector on matters health
in the kitchen
4. accountability to health requirements around the kitchen
d) Sales person who has come in unannounced.
You are working in a restaurant where food and alcohol is served. A supplier has made a delivery
but also asks you to give your supervisor a bag full of chocolates that are to be given out to
customers as part of a promotion within the restaurant. A co-worker has seen the bag of chocolates
and decides to take some for herself as they are her favourite brand.
e)
QUESTION
What should you do and why?
As a sales person and a person guided by the ethics and principles of the organization, I will
adhere to the morals and principles that guide me in my work. The bag of chocolate are
meant for the customers and not the supervisor. As a hardworking and honest employee, I
will explain to both the co-worker and the supervisors on what is to be done and that we are
all accountable to the organization. Although we will have a commotion in the workplace, we
will solve all these isssues if we are honest.

QUESTION
You are working in a hotel which contains a gaming room. Two men approach you at the bar and
while you are serving them, they ask you a number of questions. These questions were general at
first but then they became more specific. They asked you the following questions:
▪ Has this hotel got a gaming venue?
▪ Where is it?
▪ What time does it close?
▪ Does it have a back door?
▪ Does it have security?
▪ How much money do people gamble every day?
▪ When the machines are emptied, how is the money handled?
What should you do and why?
Since we work for the customers and a good customer service means that the customers are
happy, I will answer the questions that are customer related and not any other that threatens
the security of the hotel. I will simply tell them that some questions are too sensitive to be
discussed with us or the outside party (Jung, and Yoon, 2018).
QUESTION
You are working at a bar and a group of your old school friends come up to the bar. You haven’t
seen them in a very long time and are pleased to see them. One of the group asks you for a free
drink as ‘you owe him one’ because he helped you once when your car had broken down.
What should you do and why?
I will tell him that this time is an employer’s time. That I am in the job. I would ask for his
number politely and then ask him for a private meet. In the private meet I can buy him a
drink. It is not prudent to buy him drinks at that time and would simply be putting my job in
line and is unethical (Jones, Hillier, and Comfort, 2016).
QUESTION
You are working in a hospitality service and an opportunity arises for promotion. The position has
been advertised externally on the internet. You have been working hard and all of your supervisors
have advised you to apply for the position as you display all of the qualities, skills and knowledge
that are required. You have spent time on your resume and your application and you are aware that
two other staff members are interested in the position. You all know each other well and are
supportive of each other.
You arrive at work on the day of your interview. You are told that no interviews will be going ahead
as the manager has decided to give the job to an acquaintance of his. It appears that he does not
have relevant experience in the job.
a) Is the manager acting legally? Why/why not?

The manager is acting legally since the employer reserves the right to employing, termination
or suspending an employee. There are no laws written on who should be hired.
b) What options do applicants for the job have to get a fair deal?
Ask for a managers meeting on what transpired that nobody with greater experience was
hired and someone from the outside was.
Use the following table to document each sector’s main functions, key characteristics (eg
types of customers, hours of operation, types of employment and employment patterns,
customer expectations) and the types of products or services provided.
Hospitality sector: Accommodation
Functions: 1. Helping travelers and patrons of the hotel rest
2. Afford a comfortable sleep to customers
Key characteristics: 1. Guest satisfaction
2. Privacy
3. hospitable
Products and
services:
1. accommodation
2. meals and drinks
3. private housing facilities for specific customers
4. entertainment
Hospitality sector: Food services
Functions: 1. catering for food
Key characteristics: 1. acting independently
2. being a provider
3. serving quality food
4. restaurant ambience
5. restaurant cleanliness
6. dining experience
Products and
services:
1. food and services
Hospitality sector: Beverage services
Functions: 1. provide drinks and beverages to customers
Key characteristics: 1. open

2. habitable and fun
Products and services: 1. drinks services
2. wines, beers, alcoholic and no-alcoholic drinks
Hospitality sector: Casinos
Functions: 1. gambling services
2. betting
3. entertainment
Key characteristics: 1. silence
2. a lot of security available
3.
Products and
services:
1. Betting. Gaming sites , drinks and other entertainment.
Cite your sources here: Baum, T., 2019. Does the hospitality industry need or deserve
talent?. International Journal of Contemporary Hospitality Management.
2. For each of the sectors in Question 1 above, nominate one example of a business that is in
that sector. Describe the characteristics of that business and the products and/or services
that it provides.
Hospitality sector: Accommodation
Example of business: . The Hilton hotels
Key characteristics: 1. Guest satisfaction
2. Privacy
3. hospitable
Products and
services:
1. accommodation
2. meals and drinks
3. private housing facilities for specific customers
entertainment

3.
Hospitality sector: Food service
Example of
business:
Intercontinental hotel
Key
characteristics:
2. catering for food
Products and
services:
7. acting independently
8. being a provider
9. serving quality food
10. restaurant ambience
11. restaurant cleanliness
12. dining experience
2. food and services
Hospitality sector: Beverage service
Example of
business:
Coca cola and pepsi co.
Key
characteristics:
2. provide drinks and beverages to customers
Products and
services:
3. open
4. habitable and fun
3. drinks services
4. wines, beers, alcoholic and no-alcoholic drinks
Hospitality sector: Casino
Example of
business:
Grand Relit Casinos

Key
characteristics:
4. gambling services
5. betting
6. entertainment
7. silence
8.
Products and
services:
silence
4. a lot of security available
5.
2. Betting. Gaming sites , drinks and other entertainment.
Cite your sources here: Baum, T., 2019. Does the hospitality industry need or deserve
talent?. International Journal of Contemporary Hospitality Management.
3. The hospitality industry does not operate in isolation. There are many other industries that
support or relate to the hospitality industry. Consider each of the businesses you named in
question A2 above and list at least five other industry groups that they would need to rely
on for their operations.
Business (from A2) Five related industry areas
1. Hilton hotel 1. Tourism industry
2. Transport industry
3. Banking and finance industry
4. Hospitality industry
5. Food and beverage industry
2. Intercontinental hotel 3. Tourism industry
4. Transport industry
5. Banking and finance industry
6. Hospitality industry
7. Food and beverage industry
2. Cocal cola and pepsi co. 3. Tourism industry
4. Transport industry
5. Banking and finance industry
6. Hospitality industry
1. Food and beverage
industry
Grant reit casino 2. Security industry
3. Safety industry

7. Tourism industry
8. Transport industry
9. Banking and finance industry
10. Hospitality industry
1.
4.
4. You are a manager at Marino Enterprises. You are keen to make sure that you are making
good use of resources available to you and your staff from various professional
organisations.
Research the professional organizations available that support businesses such as Marino
Enterprises and answer the following questions.
a) What are two unions that are relevant to this business? Provide a brief description for
each union.
1. Staff worker union- to support the staff
2. Unionizable workers- for the enterprise of the union.
b) Research how an employee can join each of the two unions you have identified. Take
a screen dump of the instructions, or print out the information and attach to this
assessment.
1. Apply to be a member
2. Pay monthly or yearly contributions as a member
3. Support the movement
c) Research a peak body that represents a number of industries, including the hospitality
industry and provide a brief description.
1. COTU- central organization of trade union
2. Hotel staff union
d) Research a professional association that is related to a specific sector of the hospitality
industry that is of direct interest to Marino Enterprises. Explain how the association
could be of assistance to Marino Enterprises’ operations.
1. Hotel staff union
2. Central organization of trade union
3.
5. There are a number of pieces of legislation that contribute to the regulation of hospitality
businesses. It is important that everyone who is employed in the industry understands
their obligations in accordance with the legislation.
a) Conduct research to identify six pieces of legislation relevant to the hospitality
industry and provide a brief explanation of its general purpose including some of the
general provisions of the legislation.
The legislation that you identify may be National legislation or the State legislation of
the State or Territory in which you are studying.

Area of law Liquor control
Legislation title Liquor licensing laws
General purpose of the
legislation and its
provisions
To legislate on liquor
Area of law Gambling regulation
Legislation title Gambling and betting act
General purpose of the
legislation and its
provisions
To regulate betting and gambling
Area of law Food hygiene
Legislation title Food safety act
General purpose of the
legislation and its
provisions
To provide safety for food laws
Area of law Fair work

Legislation title Health and safety at work act
General purpose of the
legislation and its
provisions
For fair work and remuneration
Area of law Workplace health and safety
Legislation title Work and safety at work Act
General purpose of the
legislation and its
provisions
For safe space of working
Area of law Anti-discrimination
Legislation title Anti-discriminatory Act
General purpose of
the legislation and
its provisions
For fairness and equality at work
b) As a worker in the hospitality industry, what are two legal responsibilities that you
will have? Provide a short explanation of each.
1. Provision of safe services
2. Work diligently
c) As a business, what are two legal responsibilities that Marino Enterprises has?
Provide a short explanation of each.
1. Provision of safe services to customers

2. Provision of safe working environment to the employees
6. Businesses in the hospitality industry are often situated within the community where
people live and as such they are required to make sure that the community is protected
from problems that may be associated with hospitality services.
a) List four complaints that a local resident might make to the owner of a hospitability
service, to the local council or to the police. Outline why the local resident may make
the complaint.
1. Noise complaints- to reduce noise within the neighborhood
2. Security complaints- due to the number of people coming
3. Disposal of waste complaints
4. Safety complaints
b) List two pieces of legislation that stipulate requirements for hospitality services to
protect the local amenity of the area.
1. Physical planning act
2. Work health and safety codes act
PART B – EMPLOYMENT OPPORTUNITIES
1. For this task you must research a wide range of employment opportunities in several
sectors and job roles.
Choose five job roles from each of the four industry sectors. Write a short report for each
job that you could give to a person who is interest in employment in the hospitality
industry. Each report must include:
▪ Job role
▪ Typical duties performed in this job role
▪ Workplace award
▪ Training required
▪ Desired characteristics for a person in this role
▪ Future career pathways leading on from each position.
Use a wide variety of sources for your research, including your text book and the internet.
Make sure you cite the sources of your information using the Harvard style.
Accommodation sector – job role
What is the job role? Beverage manager
Typical duties of this
role
Managing beverages such as drinks
Workplace award Beverage safety award

Training required Beverage handling training
Desired characteristics
Future career
pathways
manager
Food sector – job role
What is the job role? Hotel manager
Typical duties of this
role
To oversee the hotel and food operations
Workplace award Food award
Training required chef
Desired characteristics Diligence and trustworthy
Future career
pathways
Hotel manger
Beverage services sector – job role
What is the job role? Beverage manager
Typical duties of this
role
Managing beverages such as drinks
Workplace award Beverage safety award

Training required Beverage handling training
Desired characteristics
Future career
pathways
manager
Casino sector – job role
What is the job role? Casino manager
Typical duties of this
role
Oversee the casino activities
Workplace award Casino or events award
Training required Handling gamblers
Desired characteristics Intelligent
Future career
pathways
Manager
Cite your sources here: Baum, T., 2019. Does the hospitality industry need or deserve
talent?. International Journal of Contemporary Hospitality Management.
2. You have just landed your dream job as the Food and Beverage Manager in Marino
Enterprises. You know that your success in the job will rely on your keeping on top of
legislative requirements, changes to compliance requirements and consumer trends in

food items on offer. What are six things you will do to make sure you are keeping abreast
of changes?
1. Knowledge on what is changing in the sector
2. Knowledge of the legislative requirement
3. Compliance requirements
4. Training on the requirements
5. Knowledge on the consumer requirements
6. Changes in legislative requirements
3. A member of your team has come to ask you about her minimum pay rate under the
Hospitality Industry General Award. The team member, Gloria, is 17 years old and is
employed as a Level 1 Guest Service Grade 1. She wants to know the following:
▪ Her hourly pay
▪ Hourly pay rate when working Monday to Friday between 7pm to midnight
▪ Hourly pay rate when working Monday to Friday between midnight and 7am
▪ Hourly pay rate when working on a Saturday
▪ Hourly pay rate when working on a Sunday
▪ Hourly pay rate when working on a Public Holiday

PART C – CURRENT ISSUES AND TRENDS
For this part of the task you must consider current issues and trends in the hospitality market
and the effects that these may have on a business such as Marino Enterprises.
You must use at least three of the following information sources:
▪ Discussion with experienced industry personnel
▪ Industry accreditation operators
▪ Industry associations and organisations
▪ Industry journals, reference books and seminars
▪ Libraries and media
▪ Networking with colleagues and suppliers
▪ Personal observation and experience
▪ Plain English documents issued by government regulators that describe laws relevant to
the hospitality industry
▪ Training courses you have attended
▪ Unions
▪ Developers of codes of conduct or ethics.
1. Complete the following template for each area listed:
Current issues and trends
Potential impact on Marino Enterprises
Social influences
Current issues Catering to millennials
Trends Knowing how to cater to the millennial through technology
Potential impact
on Marino
Enterprises
Increase in number of customers
Political influences
Current issues Influx on international customers
Trends Tourists increases
Potential impact Increase in revenues

on Marino
Enterprises
Economic influences
Current issues Reduced inflation
Trends Decrease in prices
Potential impact
on Marino
Enterprises
Increase in customers
Technological influences
Current issues Use of mobile applications to request for services
Trends Increased applications
Potential impact
on Marino
Enterprises
Increase in revenues
Environmental influences
Current issues Sustainability of environment
Trends Using renewable or recyclable dishes
Potential impact
on Marino
Enterprises
More cost to the organization
Legal influences
Current issues Increase in legislation
Trends More legislations
Potential impact
on Marino
Increased cost of compliance

Enterprises
Cite your sources here: Baum, T., 2019. Does the hospitality industry need or deserve
talent?. International Journal of Contemporary Hospitality Management.
3. Think about a hospitality venue that is similar to Marino Enterprises that you have visited
in your local area, and answer the following questions:
d) Describe the venue. You do not have to name it if you prefer not to.
Montel Hotel- a cool place where food and drinks are served
e) What products and services does this venue currently provide?
Barbeque, bar and casino (Nieves, and Segarra-Ciprés, 2015)
f) Do you consider that the products and services are ‘in trend’ or are they outdated.
Explain your answer.
The products and services provided are in trend and in any service industry will not be
outdated.
g) If you were a manager at this venue, what is one emerging trend product or service
that you would like to see implemented in this venue?
Use of technology in the venue
h) Access social media reviews that have been made about this business and complete
the template:
If there are no online ratings available, select another similar venue.
What is the social media site? Facebook and Instagram
How many reviews are there for
this venue on this site?
3000 likes
What are the overall ratings? Excellent
Very Good
Average
Poor
Terrible
Excellent
If this was your business, what
information would you find useful
To increase the space

from these reviews?
If this was your business, what
day-to-day action would you take
to manage and respond to on-line
feedback?
To hire a social media manager so that we can interact with the
customers on a daily basis
4. Research current and emerging technology that can be used in the hospitality industry.
Select one item of technology and provide information as required in the template.
Type of technology Name and brief description
of technology
Advantages to using this
technology in Marino
Enterprises
Barriers to u
Mobile application Payment through mobile
phones
1. Convenience
2. Fast
3. Independent
Online banking Payment by use of the
internet
1. Fast
2. Convenient and
dependable
5.

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PART D – QUALITY ASSURANCE
The hospitality industry has various quality assurance processes in place to assist with managing the
standard of services or products of organisations involved in the provision of hospitality services. These
processes may be outlined in legislation, industry accreditation schemes, policy, codes of conduct or
guidelines.
Conduct research to identify an example of the following industry-based initiatives that promote quality
assurance:
▪ An industry based accreditation scheme
▪ A code of conduct or practice
▪ One compulsory training requirement for hospitality staff.
a) Hospitality based accreditation scheme
Name of scheme Accreditation scheme
Body responsible for this scheme Hospitality accreditation authority
Description of the scheme Approves hotels and restuarants that need to be accredited
What benefit (if any) would this
scheme have to Marino
Enterprises
Gives quality assurance to the customers
b) Code of conduct or practice
Name of code Adherence to practice and laws
Body responsible for this code Policy regulation authority
Description of the code The body sets laws and practices on the adherence to the laid laws and
principles
What benefit (if any) would this
code have to Marino Enterprises
Ensures that hospitality industry is fully regulated

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c) Compulsory training program
Name of training program The national hospitality training programs
Training organisation that offers
this training
Association of professional hoteliers
Description of the training Trains on the basic rules and regulations of the hospitality industry
What benefit (if any) would this
training be to Marino Enterprises
Ensures that professionals in the field are qualified to undertake various
tasks
d)
References
Baum, T., 2019. Does the hospitality industry need or deserve talent?. International Journal of
Contemporary Hospitality Management.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas. International Journal of
Contemporary Hospitality Management, 28(1), pp.36-67.
Jung, H.S. and Yoon, H.H., 2018. Improving frontline service employees' innovative behavior
using conflict management in the hospitality industry: The mediating role of
engagement. Tourism Management, 69, pp.498-507.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management, 46, pp.51-58.
Pantelidis, I., 2016. Hospitality management: a brief introduction. Tourism Management, 57,
pp.311-311.
Sota, S., Chaudhry, H. and Srivastava, M.K., 2019. Customer relationship management research
in hospitality industry: a review and classification. Journal of Hospitality Marketing &
Management, pp.1-26.
Suhartanto, D., Dean, D., Nansuri, R. and Triyuni, N.N., 2018. The link between tourism
involvement and service performance: Evidence from frontline retail employees. Journal of
Business Research, 83, pp.130-137.

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