8065-01 Unit 201: Introduction to the hospitality

and catering industry

Professionalism
Professionalism

To be an effective worker in hospitality

some key expectations must be met:

Professional behaviour

Professional appearance

Team focus
Professional Behaviour

What is Professional Behaviour?

Hospitality is a high pressure job and professional behaviour allows for better team performance.
Common expectations are:
Punctuality – be on time or preferably 5 minutes early! This applies to all aspects of the job. If you
do not finish setting up the tables in time for the restaurant to open or neglect the mise en place you
only create stress
Be prepared – the old scout motto applies you should know what you need to do, get lists
organised, plan out tasks and share with others, work in a methodical manner
Working cleanly in your work area not only shows professionalism but also supports the hygiene
requirements
Minimising waste and preparing products in an efficient manner also displays your skills. This also
supports the business objectives of profitability which in turn supports your job
Professional conduct describes the behaviour displayed with your colleagues and customers and
involves appropriate communication and interaction. Communicating effectively with others and in a
positive fashion also shows your support for the business and makes the job at hand easier. It sends
a clear message to customers about the business and your work relationship amongst colleagues
Professional Appearance

The way you present yourself has a direct impact on your colleagues, your customers and
yourself. When you dress professionally, you portray an image of professionalism to the
customer and you will also feel more confident and capable. As you get dressed for work and put
on your uniform/clothes, you immediately feel an association to the workday ahead.
The staff’s appearance forms part of the customer’s experience. Visitors form an opinion about
the establishment by the presentation and demeanor of the staff. If you are working in a food and
beverage environment it is especially important that you reflect a clean and hygienic
environment. A waiter with greasy hair and dirty fingernails does nothing to entice someone to
dine.

Uniform – uniforms serve not only to identify your role within the organisation but also assist
with safety and protection. Ensure that uniforms are laundered and ironed and are of the correct
size. Hosiery should be free from snags. Affix a name badge (if required) and wear your uniform
with pride
Shoes – due to the nature of most T&H roles, encased, rubber-soled shoes are necessary and
a safety requirement. Make sure they are the correct colour, in good condition and polished
regularly. Socks should match the colour of your shoes. Avoid wearing white socks with black
trousers and black shoes.
Professional Appearance

Professional Appearance continued

 Body odour – the physical exertion experienced during your working day can cause excessive
perspiration, so body odour must be managed. Strong odour is off-putting for those who work with you
and for customers you interact with. Staff should bathe or shower before and after work and wear a
suitable antiperspirant deodorant, which may need reapplying throughout the day. Avoid using
excessive aftershaves or perfumes as the smell will linger throughout the property.
 Hair and skin – not only is your face the first feature someone notices, your hair and skin reflect your
health and well-being. Ensure that your hair is in good condition, washed and styled conservatively.
Long hair should be tied up. Dandruff should be managed with a special shampoo. Keep your skin
clean and don’t wear too much makeup. Drink plenty of water throughout the day and maintain a
healthy diet.
 Hands and nails – your hands are also under scrutiny as they are clearly visible to others. Your
hands are used regularly in communication, e.g. when shaking hands, gesturing and when writing.
Keep your hands clean and stain-free, with short, well-manicured fingernails. Most venues will not
allow you to wear nail polish. Minimise rings and other jewellery worn, as excessive jewellery can look
cheap and may also be considered a workplace hazard.
 Oral hygiene – like body odour, your breath is another area that must be looked after. It is not
pleasant to be speaking with someone who has bad breath! Always clean your teeth (and your
tongue) at least twice a day and use a breath freshener, especially after eating or smoking. Dental
checkups should be carried out at least once a year.
Professional Appearance

Professional Appearance continued

 Posture – the way you walk, stand and sit should also be considered. Someone who slouches looks
unprofessional and gives the impression that they lack confidence. Think about how quickly you walk
and ensure that you pick up your feet rather than dragging them. Be mindful of your body language
when you sit down and how your legs are positioned. Females should always sit with their legs
together.
 Manners – good manners are extremely important in a service environment. As you will work in close
interaction with others it is important that you are respectful and considerate to others. Small, polite
gestures speak volumes. Good social etiquette means:
o Always standing up when being introduced to someone
o Shaking hands to say hello and goodbye
o Introducing yourself and those in your party
o Using people’s names in conversation
o Opening doors for others, especially customers
o Men should gesture for women to enter first
o Holding an elevator door open for others and then asking the occupants which floor they would
like once inside
o Always offering a chair to elderly and special needs customers
o Helping someone struggling with heavy packages/luggage
o Remembering to use pleasantries such as please and thank you
Teamwork

Teams in Hospitality

The rapid growth in hospitality outlets has required an even greater emphasis on team performance.
Central to all service industries is the idea that customers are the driving force. The philosophy that
the customer is king should be ingrained into all service employees. Customers should take first
priority as they are the reason for your employment, not a distraction to your day.
Customer service is no longer about meeting expectations, it is about exceeding them. Wowing the
customer is paramount. You need to anticipate customer needs, personalise the service and follow
through. This means that the whole team has to work together to achieve this aim as it is not good
enough if the service is good but the food is sub-standard
Conflicts and problems between staff members can sometimes arise. The way you behave with other
staff is also observed by guests and affects their impression of the business. When problems arise,
blaming another staff member is not going to solve anything. Deal with the issues and look for long-
term solutions with your supervisor, after the shift. This is one of the reasons for debriefing sessions
after service!
A team is essentially a group of people working together to achieve a common goal. Teams are made
up of individuals with a range of skills, opinions, ideas, strengths and weaknesses. Teams can be
permanent or temporary; project-based or organisation-wide. Team members can be full-time, part-
time, casual and volunteer workers.
Teamwork

Teams in Hospitality

Sometimes, however, a person simply does not fit into a team, works only as an individual, or has the
wrong attitude and needs to look elsewhere for work. Of course we all have our weaknesses, so when
working in teams it is important to draw on other team members’ strengths and downplay their
weaknesses. In T&H there are several different teams of people, all of which play important roles in the
business. Some of the common teams are:

Reception teams, which include workers in the reception area, concierge and, in large businesses, a
telephonist. This is the frontline of customer service in a hotel where the guests gain their first and last
impressions. It is essential for reception teams to work cooperatively, as any mistakes or
miscommunications can result in very unhappy customers.

Housekeeping teams, which look after the rooms and all other areas of an accommodation venue.
While the staff are not often seen by the customers, the work done by the team is very important to
customer satisfaction, as any shortfall is quickly noticed and severely affects the customer’s perception
of the establishment. Particularly in large venues, staff must work together to quickly and efficiently
complete the large workloads and assist each other whenever possible.
Teamwork

Teams in Hospitality

 Administration teams, which include Finance, Human Resources and Marketing departments, as well as
management. Here a lot of the overall planning for the operation is done and budgets are established and
monitored. Good supervisors will require sound knowledge of the operational aspects, whilst being able to
maintain a global view of the business. The flow of information between team members is crucial to
ensuring all tasks are completed adequately and accurately.

 Food and Beverage teams, which are responsible for serving dining customers and are sometimes
assigned to specific areas in large establishments, e.g. fine dining, banqueting and breakfast. Team
makeup can change as novice staff members progress through the different levels of service, so
adaptability and being able to work with many different colleagues is important. Good wait staff need to
work hard physically, possess excellent people skills and exhibit a desire to fulfil customer expectations.
Multi-skilling is currently sought after so that staff can fulfil a wide range of roles and allow the business to
be more flexible.

 Cookery teams, which may work sometimes in specific areas such as events, bistro or à la carte. In larger
establishments these are divided into smaller teams such as the grill section, desserts and larder. Kitchen
staff often work behind the scenes but may be in direct customer contact, e.g. at a buffet or in an open
kitchen. Chefs need to be physically fit, well organised and able to work under pressure to ensure that
customer needs are fulfilled. The Executive Chef and supervisors work together on the planning and
management of the various sections.
Teamwork

Teams in Hospitality

 Cross-functional teams, which may be created for special events or particular needs, e.g. an
environmental committee. For example if you are hosting an event outside of the property,
representatives from the various departments may be chosen to address the different aspects of
the function. Staff from the various sections will be chosen to coordinate the event and liaise
between departments. Putting together these teams is also important for any major restructures or
building alterations.

For a team to be effective it must be well organised; have clear goals and milestones; and each member
must possess and use teamwork skills. Some of the most important skills to have are:
 Listening – team members must be willing to listen to other people’s ideas without interrupting and
to respect their contributions to the team
 Discussion – if there are differences or conflicts of opinion the team must be able to come to an
amicable agreement through discussion of the issues
 Questioning – using questioning skills may be necessary to draw out people’s opinions. If
members are shy and remain quiet then questioning will help to involve the whole team
Teamwork

Teams in Hospitality

 Sharing – the whole team must remain open and share their ideas, opinions and results. If sections
of the team act independently then this will create division and the team will not act effectively
 Participation – the reason people are in a team is so they can contribute expertise and ideas. If
they do not participate in the discussions then there is no point in having them in the team
 Communication – people need to be able to use communication skills effectively and need to be
willing to use communication channels to share and distribute information
 Helping – teams will have a mix of experience so some members will require more training and
assistance from other staff
 Tolerance – people need to accept other people’s viewpoints and standards
 Trust – a good team is based on trust, respect, support and understanding among its members

 A team should be put together in order to improve productivity and service. To do this the team will
have to be cohesive. Cohesiveness relies on team members striving for the same goals; desiring
the success of the team; and acting in accordance with the principles and objectives of the team.
This ensures effective completion of tasks and customer satisfaction