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Standards and procedures are written guidelines, compiled by each
hospitality establishment, setting out exactly how each duty or task is to be
carried out.
These guidelines usually make jobs easier to follow, particularly for
new staff members. They also ensure
that, regardless of which staff member is carrying out a certain job, it is
always carried out to the same high standard.
Staff are ‘ambassadors’ for the hospitality establishment as they
represent it to guests whom they encounter during working hours. Selecting staff who possess desirable
attributes for work in the hospitality industry is crucial towards achieving
and maintaining standards and quality of service.
Apart from technical knowledge, staff should possess all the personal
qualities needed to be successful in the hospitality industry. These qualities would include:
·
excellent grooming
·
good hygiene practices
·
outstanding communication skills
·
good selling skills.
Hospitality employees should remember that they always need to
exhibit an excellent ‘service attitude’ as part of their work ethic.
Star Ratings
System
Many accommodation properties are awarded a star rating from one to
five by the Australian Automobile Association (AAA) National Rating
System. The star ratings system
usually rates the comfort, the price range and the degree of luxury of an
establishment.
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