,,

/ ALDRIDGESTATEHIGH SCHOOL
P.O BOX 3061 PALLAS STREET
MARYBOROUGH. 4650 / Phone
4120 8444
Fax
4120 8400

SUBJECTHOSPITALITY ITEMLETTER & INTERVIEW

YEAR12CRITERIA Practical Skills & Application

Planning and decision making Knowledge

TEACHERDUE DATELetter -

Interview -

STUDENT’S NAME______

TASKS Read the advertisement below:

The Chronicle – 11 October 201- Positions Vacant

McMahons at Quay West Apartment Hotel is seeking persons for the following:
Wait person. Some bar work involved. Casual position up to
18 hours / week including night and weekend work. Could
lead to a traineeship in the future
Kitchen hand. Full time position. Night work only.
Apply in writing by 6th November to Boys Avenue Maryborough please mark attention: Human Resources: Andy Dale
Further details available contact Andy Dale 4120 8442 between
9:00 am and 3:00 pm.
We are an equal opportunities employer.
  1. Write a letter of application for one of the above positions. This will need to be submitted by 6th November.
  2. You will need to sign up for an interview time.
  3. Attend a mock interview for the position (about 10 minutes). You will need to bring your Resume and be appropriately presented.

Criteria / Standard A / Standard B / Standard C / Standard D / Standard E
Practical skills and application
Communication
Answering Skills
Coping Skills
Listening skills
Customer Relations skills
Interpersonal skills / The student applies knowledge, techniques and procedures, demonstrating a range of resourceful practical skills to produce high-quality products/ services / The student applies knowledge, techniques and procedures, demonstrating practical skills to produce quality products/ services / The student applies knowledge, techniques and procedures, demonstrating practical skills to produce acceptable products/ services / The student applies knowledge, techniques and procedures demonstrating practical skills to produce products/ services / The student rarely demonstrates practical skills to complete aspects of products/ services
Planning and
decision making
Evidence of prepared questions
Arrived on time
Appropriate presentation
Resume brought to interview
Back ground info sought / The student thoroughly considers all factors when developing effective plans, and makes valid decisions and recommendations / The student considers most factors when developing satisfactory plans, and makes relevant decisions and recommendations / The student considers obvious factors when developing plans, and makes some useful decisions and recommendations / The student partially develops plans and makes simple decisions / The student makes few decisions
Knowledge
Letter set out
Letter contained 4 points
Resume set out
Resume contains appropriate content
Spelling & Grammar
Responses showed knowledge / The student accurately and consistently recalls facts and terminology; provides detailed description of principles and concepts relevant to the hospitality industry / The student accurately recalls facts and terminology; provides informed description of principles and concepts relevant to the hospitality industry / The student recalls facts and terminology; provides adequate description of principles and concepts relevant to the hospitality industry / The student recalls basic facts and terminology; provides superficial description of hospitality concepts / The student recalls
little information
related to
the hospitality
industry

Comments

Signature:Date:

Tips Sheet

LETTER

Appropriately set out and contains:

why job interests you

why you are suitable for the position

how it suits your needs

how to get in touch with you

information relevant to the job advertised

RESUME

Contains:

Personal Details

•Career objectives

Education

Work experience

Professional skills

Attachments

INTERVIEW

You need to:

Be presented appropriately – well groomed – industry standard

Be well prepared with background information

Display excellent interpersonal skills

Have excellent Customer Relations skills

Have excellent Coping skills

BACKGROUND INFORMATION ON RESTAURANT

You may need to know

Type of cuisine, style of food and beverage served, hotel chain it operates under, executive chef, history of establishment and any other information you think appropriate for your job interview.

SKILLS ASSESSMENT

INTERPERSONAL COMMUNICATION SKILLS

Initiative

Does not initiate interaction;
Does not respond adequately to requests for information / Responds to requests giving full information / Initiates interaction and is positive and outgoing, giving all necessary information with enthusiasm.

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Warmth and humour

Seldom smiles, solemn approach. Evades contact. / Facial expression conveys warmth, using smiles and appropriate eye-contact. / Uses verbal and non-verbal behaviours to entertain and amuse where appropriate.

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Verbal communication skills

Unable to express ideas verbal, poor vocabulary, monotonous tone, mumbles, uses ‘ums’. / Expresses ideas adequately, but needs to develop skill in attaining and maintaining receiver’s attention. Could improve with variety in vocal presentation and wider vocabulary. / Communicates clearly and concisely to individuals or groups, maintaining interest and achieving objective of mutual understanding. Wide vocabulary. Voice qualities offer variety and express enthusiasm.

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Non-verbal communication skills
Does not use body language consistently with verbal messages. / Uses body language consistently. / Uses non-verbal skills, e.g. Gestures, facial expression and visual aids to reinforce messages successfully and gain receiver’s interest and understanding.

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Personal appearance

Dress and grooming inappropriate. / Presentation satisfactory. / Polished and professional presentation enhances image.

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Listening skills

Interrupts, offers solutions before problem is expressed. / Shows empathy, but needs to use feedback and questioning techniques further. Offers solutions too readily. / Uses body language, feedback and questions to fully grasp the sender’s message.

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Open-mindedness

Shows bias towards certain individuals or cultures. / Accepts individual and cultural variations to an acceptable extent. Requires flexibility in approach. / Able to accept and respond appropriately to personal and cultural variations in behaviour.

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Sales ability

Makes no attempt to demonstrate or discuss product or service attributes or establish customer requirements. / Offers product/ service attributes but needs more enthusiasm, conviction and care for customer needs. / Uses product/ service attributes appropriate to customer needs with the aim of achieving customer satisfaction

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COPING SKILLS

Planning
Haphazard approach / Planning adequate, requiring attention to objective-setting and realistic timing. / Uses behavioural, financial and other measurable objectives and deadlines for achievement of logically developed plans of action

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Problem-solving and decision-making
Unable to solve problems to the optimal satisfaction of all parties. / Sound approach needing attention to creativity, consultation and commitment / Fully assesses problems, uses creative and logical approach with consultation where necessary to solve problems and make decisions. In some cases is able to anticipate problems and act proactively.

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Assertiveness

Unable to make a decision/ judgement and state fully with reasons. Causes offence. / Mainly definitive, but occasionally gives way under pressure. / Uses assertive skills in a definitive manner without causing offence.

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Stress Management

Cannot cope under pressure. / Performs adequately under time or situation constraints. / Develops priorities, retains calm approach and manages stress creatively.

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CUSTOMER RELATIONS SKILLS
Patience
Customer rushed through transaction. / Some extra care and attention shown / Demonstrates extreme care, patience and tact, work permitting.

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Problem-solving

Inconsistent approach; unable to solve problem and deal with customer. Defensive. / Sound approach, but could improve on problem assessment and resolution. / Listens fully, uses analytical skills to resolve problem, communicates effectively and implements solutions.

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Customer need analysis

Misjudges customers’ needs. / Responds to customers’ requests, giving full information or service. / Is able to anticipate needs and provide service and information.

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