Hospitality Management Report: Legal, Ethical and Industry Practices

This report on hospitality management comprehensively addresses various aspects of the industry, starting with an examination of legal and ethical considerations. It covers equal employment opportunities, anti-discrimination, workplace relations, legal liability, and duty of care towards customers. The report also delves into environmental and community protection, consumer protection, responsible service of alcohol and gaming, and food safety standards. It then explores sources of industry information, the importance of staying updated, and the main sectors within hospitality, along with related industries. Further, the report discusses contributions to tourism, employee expectations, and the concept of ecotourism, including environmental initiatives. It also covers information sharing, the significance of responsible alcohol service, and the impact of non-compliance with laws. Key industry concerns, accreditation schemes, the role of employee groups and unions, and the differences between employment types are also examined, along with methods for handling double bookings and examples of unethical practices. The report provides a comprehensive overview of the legal, ethical, and practical aspects of hospitality management.

Running Head: HOSPITALITY MANAGEMENT
HOSPITALITY MANAGEMENT
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Table of Contents
Assessment 1..............................................................................................................................3
Part A.....................................................................................................................................3
1. Equal employment opportunity (EEO)..........................................................................3
2. Anti-discrimination occupational health and workers compensation............................3
3. Workplace relation.........................................................................................................3
4. Legal liability and duty of care of customers.................................................................4
5. Environmental protection...............................................................................................4
6. Local community protection..........................................................................................4
7. Consumer protection......................................................................................................4
8. Responsible service of alcohol.......................................................................................5
9. Responsible conduct of gaming.....................................................................................5
10. Food safety...................................................................................................................5
Assessment 2..............................................................................................................................6
Part B......................................................................................................................................6
1. List of 10 sources of information and ways of keeping up-to-date on issues in the
hospitality industry.............................................................................................................6
2. Importance of staying up to date with the issues in the industry...................................7
3. Main sectors of the hospitality industry.........................................................................7
4. Three other industry sectors close to hospitality industry..............................................7

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5. Contribution by hospitality industry for supporting tourism in Australia......................8
6. Three expectations of people working in hospitality.....................................................8
7. Definition of ecotourism...............................................................................................8
Environmental initiatives...................................................................................................8
8. Information required to be shared with colleagues on the front desk of a hotel............9
9. Significance of Responsible Service of Alcohol for individual job roles and
responsibilities....................................................................................................................9
10. Impact of non-compliance with laws and regulations applying to individual work....9
11. Key areas of issues that is a concern in the hospitality industry..................................9
12. Accreditation schemes................................................................................................9
13. Role of employee groups and unions in the hospitality industry...............................10
14. Difference between permanent, part-time and casual employment..........................10
15. Methods of handling double booking........................................................................10
16. Examples of unethical practices in the hospitality industry......................................10
Reference list............................................................................................................................11

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Assessment 1
Part A
1. Equal employment opportunity (EEO)
EEO stands for equal opportunities of employment and covers discrimination issues
such as nuisance of employees, bullying and oppression within workplace and hospitality
organisation (Business.qld.gov.au 2018). For example, discrimination of women employees
on the grounds of pregnancy issues that is widespread example of Equal employment
opportunity, which are not given to several employee.
2. Anti-discrimination occupational health and workers compensation
Anti-discrimination and occupational health and safety laws are needed for the
employers as well as for all the workplace members to consult and cooperate within the
management of workplace for protecting the health and safety of the workers
(Business.qld.gov.au 2018). For example, employer may be not be given required sick leave
that is necessary under the laws of occupational health and safety law.
3. Workplace relation
Fair work Act 2009 and other relevant law establish the national standards of
workplace relation. The Australian national workplace relation establishes a safety net of
minimum terms as well as condition of employment provided with a range of workplace
rights and accountabilities (Stacks Law Firm 2018). For example, the employers on the
grounds unfair charges often unfairly dismiss employees within the hospital industry. This
issue may be addressed by the legal grounds of Fair working act.

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4. Legal liability and duty of care of customers
Legal liability is the act to reform the regulation of negligence, to reduce the liability,
and to illustrate the liabilities of public authorities as well as to safeguard the volunteers and
other associated processes. On the contrary, duty of care is the legal accountability of the
employees and the organisation as well to avoid behaviours and omissions that could
reasonably neglected for causing harms to the customers (Business.qld.gov.au 2018). For
example, a duty of care owned b the accountant within hospitality industry who is preparing
for consumer tax returns to reduce the chances of audit.
5. Environmental protection
The environmental protection and Biodiversity conservation Act 1999 makes it an
offence for any person to take an effort that is likely to have significant influence on matters
protected by the law. For example, the hospitality company need to establish eco-friendly
service for reducing the influence of the environment while utilising energy efficiency,
reduction of water and by reducing the waste.
6. Local community protection
Local community protection is necessary to be accomplished by the hospitality
operators while delivering the services. The purpose of the legal requirements is to manage
the lifestyle of the neighbouring residents. For example, the hospitality industry should not
cause any harm to the community located near the business in an effort to profit their
business.
7. Consumer protection
Consumer protection act is included in the fair trading amendment 2010, which
includes general standards for the organisation in providing services and products to the
consumers. The NSW fair-trading set up offers information for the consumer through

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providing safety to the consumer rights and confidential information. For example, consumer
rights and information should be kept confidential within the hospitality industry in an effort
to main the code of conduct of the industry.
8. Responsible service of alcohol
In this, employers are needed to undertake the grievance and processes of counselling.
In this aspect, employees who do not follow the regulated and justifiable instruction, policies
associated with their work will be legalised under responsible service of alcohol
(Business.qld.gov.au 2018). For example employees who harass or bully other employees
under the effect of alcohol.
9. Responsible conduct of gaming
Responsible conduct of gaming and gambling are legal regulation of licensees and
employees to ensure the service of alcohols and accessibility of gaming machines to do it
responsibly (Business.qld.gov.au 2018). In this context all the employees needs to have
completed the responsible services of gaming in order to understand their responsibilities.
10. Food safety
Food safety standards of Australia ensures that the food appropriate for all the
consumers to eat. This law ensures for main standards including general standards of food,
food product standards, safety of food standards, and primary standards of food production
(Foodsafety.com.au 2018). For example, consumers visiting hotels or restaurant needs to be
provided with good food for ensuring the safety standards.

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Assessment 2
Part B
1. List of 10 sources of information and ways of keeping up-to-date on issues in the
hospitality industry
a. Media sector relation will help in marketing operations, which will keep things up to
date.
b. Internet: Sources from the internet will be the industry to manage and upgrade the internet
by remaining close to the consumers.
c. Journals: This will help in accessing information various organisation process and
information about the competitors running in the industry by keeping things upgraded.
d. Seminars: Regular seminar will be helpful in dissemination information about the industry
potential and growth in relation to other competitive industry thereby upgrading on issues.
e. Industrial functions: Through industrial function, business organisation will be able to
collect evaluate and analyse the feedback of the consumer and their complaints. By doing so,
the business can improve the required areas of issues.
f. Market research: Through market research business, industry will be able to evaluate the
other competitive and international strategies used by the organisation to tackle intense
competition. These will help keep issues sustained and will help in keeping thing up to date.
g. Workplace manuals: This are necessary documents will be helpful for the employees to
manage the issues they face while operating in the workplace (Li et al. 2015). Upgraded
workplace manuals are extremely necessary for increasing productivity of the organisation.

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h. Experienced industrial employee: These employees will help in dealing with
communication technologies and other value resources thereby helping the organisation to
stay up to date and help in seeking information for themselves.
i. Industry bodies and professional relation: It is necessary to communicate with the
industrial bodies and maintain professional association to stay up to date and to seek
information and ideas from various industrial sources.
j. Training courses: Regular training courses are necessary for the entire employee to
educate them in all types of skills required for managing the organisation and to keep the
employees up to date with the tasks.
2. Importance of staying up to date with the issues in the industry
It is necessary that each employee working with the industry remains informed with
the relevant information for enhancing their skills and improve their knowledge on work.
There are several opportunities of staying up to date with issues in the hospitality industry
(So et al. 2016). For example, reading review of the individual development is helpful in
making suitable responses in terms of poor reviews in workplace.
3. Main sectors of the hospitality industry
The main sectors of hospitality industry are accommodation (Youth hostels, lodging
and breakfast facilities), casinos (star city), clubbing (UTS Haber field rowing club), Holiday
Inn and resorts (Pepper’s retreat), hotels (Novatel Sydney), and restaurants, cafeterias
(Starbucks, McDonald’s).
4. Three other industry sectors close to hospitality industry
The other industries that have close association with the hospitality industry are listed
below:

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a. Food and beverage industry
b. Travel and tourism industry
c. Entertainment media industry.
5. Contribution by hospitality industry for supporting tourism in Australia
The hospitality industry is a wide spread category of filed within the industry of
service which is inclusive of lodging, planning of event, themed park, transportation and
cruise as well that contributes highly towards the tourism in Australia (Eriksson et al. 2015).
6. Three expectations of people working in hospitality
Employees working within the hospitality industry expect support within THE workplace
through the following processes. There are expectation of the employees despite the similar
working processes in the industry. They are:
a. Effective communication
b. Efficient teamwork
c. Proper planning and organising of event and tasks
7. Definition of ecotourism
Ecotourism is the form of tourism that is focused towards the interesting natural green
environment that is addressed in supporting the efforts of preservation and to supervise the
wildlife (Jones et al. 2016).
Environmental initiatives
a. In Australia hotels such as Sofitel, Novatel and ibis have embraced, solar with over
two megawatts of solar installed in each of the hotels to protect the environment.
b. Australian hotels are now offering electric vehicle charge points installed in their
hotels including the use of eco labelled cleaning products (Assaf and Agbola 2014).

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8. Information required to be shared with colleagues on the front desk of a hotel
In the front desk of hotels, one can discuss work related information or can only share
customer-oriented information within the hotel premises.
9. Significance of Responsible Service of Alcohol for individual job roles and
responsibilities
If the employees and customers do not comply with the laws and rules related to
work, this might affect all the job roles within the industry and all the process of the industry
(Nunkoo, and So 2016). In order to deliver effective service without any complaints of the
customers, it is necessity to comply with the legal rules.
10. Impact of non-compliance with laws and regulations applying to individual work
Non-compliance at work will lead to punishments and penalization as well as
declination of the quality and efficiency of work in the hospitality industry.
11. Key areas of issues that is a concern in the hospitality industry
a) Issues of concerns within the hospitality industry related to nature of work taken
and the use of resources.
b) The hospitality industry has a potential impact on the environment through energy
and consumption of eater.
c) Use of consumable products is an increases concern within the industry.
12. Accreditation schemes
The star rating system in Australia, which is owned by the auto clubs of the seven
Australian, stated. This scheme covers all the stages of lodging and to receive a star rating as
the development must meet all the requirements of the star level and necessities of the lower
employees (Char-lee et al. 2016).

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13. Role of employee groups and unions in the hospitality industry
The role of employee groups and unions are to collaboratively negotiate under all
working conditions and on the individual issues of employment. In this context, union voice
is the trading union operating in casino, pubs, hotels and other values.
Online system of information and communication technologies are the specified
resources from which individual employee can gather information on industrial relations.
14. Difference between permanent, part-time and casual employment
Permanent: Employees working for a long period
Part time: Employees on an irregular working hour
Casual employment: Employees working on a seasonal grounds and may be on
various shifts as per requirements.
15. Methods of handling double booking
In case of double booking of the customer, the front desk manager needs to contact
with the channel manager who will be responsible for fixing the management in the
inventory.
16. Examples of unethical practices in the hospitality industry
Misusing the time of the company for example when the employee shows up late or
replacing the time shift without informing any immediate manager is an unethical practice in
the hospitality industry.
Abusive behaviour is another unethical practice. For example, bullying of employees
on the grounds of race, gender (Jones et al. 2016).

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Reference list
Assaf, A.G. and Agbola, F.W., 2014. Efficiency analysis of the australian accommodation
industry: a bayesian output distance function. Journal of Hospitality & Tourism
Research, 38(1), pp.116-132.
Business.qld.gov.au. 2018. Food and beverage industry regulations and compliance |
Business Queensland. [Online] Available at:
https://www.business.qld.gov.au/industries/hospitality-tourism-sport/food/food-beverage/
regulations [Accessed 6 Dec. 2018].
Business.qld.gov.au. 2018. Responsible service of gambling (RSG) training | Business
Queensland. [Online] Available at: https://www.business.qld.gov.au/industries/hospitality-
tourism-sport/liquor-gaming/liquor/training/gaming/rsg [Accessed 6 Dec. 2018].
Char-lee, J.M., Becken, S. and Watt, M., 2016. Learning through a cluster approach: lessons
from the implementation of six Australian tourism business sustainability programs. Journal
of Cleaner Production, 111, pp.348-357.
Eriksson, K., Johanson, J., Majkgård, A. and Sharma, D.D., 2015. Experiential knowledge
and cost in the internationalization process. In Knowledge, Networks and Power (pp. 41-63).
Palgrave Macmillan, London.
Foodsafety.com.au. 2018. Laws & Requirements. [Online] Available at:
https://www.foodsafety.com.au/laws-requirements [Accessed 6 Dec. 2018].
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.

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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.
Li, G., Law, R., Vu, H.Q., Rong, J. and Zhao, X.R., 2015. Identifying emerging hotel
preferences using Emerging Pattern Mining technique. Tourism management, 46, pp.311-
321.
Nunkoo, R. and So, K.K.F., 2016. Residents’ support for tourism: Testing alternative
structural models. Journal of Travel Research, 55(7), pp.847-861.
So, K.K.F., King, C., Sparks, B.A. and Wang, Y., 2016. The role of customer engagement in
building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), pp.64-78.
Stacks Law Firm. 2018. Food, hospitality, liquor licensing and tourism lawyers, Stacks Law
Firm. [Online] Available at:
https://www.stacklaw.com.au/service/business/industries/hospitality/ [Accessed 6 Dec.
2018].