2014 career advice booklet

5/27/2018 2014 Career Advice Booklet

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Career Advice

Booklet


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Hospitality Workplace Expectations

Not only do you have to be good at your job, whether it be head chef at a fine diningrestaurant or kitchen hand at a fast food restaurant, you will also require certain attributes to

work in the hospitality industry. These include:

Excellent personal presentationThis means that if there is a uniform, you should make sure it is cleaned and well ironed andalways worn neatly. If you do not have a uniform, you should still dress smartly andappropriately for your particular role to ensure you make a good impression and project apositive image of your place of work.

Be able to communicate with people of all walks of lifeIn any hospitality establishment, you will come across people from all walks of life. They mayspeak different languages or have disabilities or just be impatient or rude. You should beable to communicate to all people clearly and politely at all times.

Handle pressure and respond appropriately to complaintsHospitality establishments can often be very rushed and busy and you could find yourselfunder a lot of pressure. This is why it is important that hospitality staff are able to work underpressure while still maintaining a professional attitude. You will also need to be able tohandle complaints. You should listen to customers and handle their complaints accordinglyso that they feel they are being looked after and that their business is important to yourcompany.

Work as part of a teamFollowing are some points which highlight what it means to be a good and effective teammember. You need to develop:

o a willingness to work as a team membero an ability to be supportive of other team memberso an ability to communicate effectively (a cheerful disposition is a real help)o an ability to trust and be tolerant of other team memberso opennesso an ability to work towards a common goalo A willingness to show commitment and dedication to a particular

establishment.

Attention to detailIt must be the same for every task in our industry, whether 'plating up a meal', wiping the

plate and garnishing the dish before allowing it out to be served, or cleaning and dusting aguest room prior to a new guest coming in. If you sometimes forget the need for quality at alltimes, the customer will be sure to notice.

Honest, reliable and punctualityAs well as requiring people with these essential skills and abilities, the employers within ourindustry will be looking for those who are honest, reliable and punctual, who can meetdeadlines and show a real dedication to the service ethos. If you want to follow a career inthe hospitality industry you will need to be able to display a real understanding of what theterm 'work ethic' means, and how to deliver 'customer courtesy'.


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YoureEntitlements

The National Employment Standards- Fair Work Act 2009From 1 January 2010, the National Employment Standards (NES) have provided a safety

net for all employees covered by the national workplace relations system. The 10 NES are:1. Maximum weekly hours of work - 38 hours per week, plus reasonable additionalhours.

2. Requests for flexible working arrangements - allows parents or carers of a childunder school age, or of a child under 18 with a disability, to request a change inworking arrangements to help care for their child.

3. Unpaid parental leave and related entitlements[1]- up to 12 months unpaid leave,plus other entitlements. These include the right to request an extra 12 monthsunpaid leave and the right to return to the pre-parental leave position.

4. Annual leave - 4 weeks paid leave per year, plus an extra week for some shiftworkers.

5. Personal / carersleave and compassionate leave - 10 days paid personal /

carers leave per year, 2 days unpaid carers leave as needed, and 2 dayscompassionate leave (unpaid for casuals) as needed.

6. Community service leave - unpaid leave for voluntary emergency activities andleave for jury service.

7. Long service leave (LSL) - an entitlement for some employees with LSLentitlements before 1 January 2010, pending a uniform national LSL standard.

8. Public holidays - a paid day off on a public holiday, except where reasonablyrequested to work.

9. Notice of termination of employment and redundancy pay - based on age and/orlength of service.

10. Provision of a Fair Work Information Statement (FWIS) - employers must providethis statement to all new employees. Download theFWISfromfairwork.gov.au/fwis.

Modern awards apply on top of the NES and can include: minimum wages types of employment (e.g. full-time, part-time or casual) overtime and penalty rates work arrangements (e.g. rostering or variations to working hours) annual wage or salary arrangements allowances (e.g. for employees required to clean their uniform) annual leave loading and arrangements for taking leave superannuation Procedures for consultation, representation and dispute settlement.

National minimum wage for adultsCurrently the full-time minimum wage is $16.37per hour or $622.20per week. This meansthat most employees in the national system shouldn't get less than this.Casuals covered by the national minimum wage get an extra 24% ($20.30 per hour).An employees minimum rate of pay can depend on the employees:

age (most modern awards and EAs have different rates for junior employees) job classification, duties, qualifications and level of responsibility type of employment (full-time, part-time or casual)
http://www.fairwork.gov.au/employment/fair-work-information-statement/Pages/default.aspxhttp://www.fairwork.gov.au/employment/fair-work-information-statement/Pages/default.aspxhttp://www.fairwork.gov.au/employment/fair-work-information-statement/Pages/default.aspxhttp://fairwork.gov.au/fwishttp://fairwork.gov.au/fwishttp://fairwork.gov.au/fwishttp://www.fairwork.gov.au/employment/fair-work-information-statement/Pages/default.aspx


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Hours and times of work (e.g. an employee working on Sunday may be entitled to apenalty rate).

Selling Yourself

To be used when cold phoning or when you walk in to a business

Introduce yourself My name is__________Why you are calling I am calling about waitering jobsAsk to speak to a manager May I please speak to the managerIntroduce yourself My name is__________Why you are calling I am calling about waitering jobsPreviously worked.. I have previously worked in the retail industryAnd I have these skills. And I have great people skills I have an RSA and a

hospitality course, also I have fantastic espressocoffee making skills

HOW do I apply for a position here How do I apply for a position here?

Always be polite and friendly to the person answering the phone.Introduce yourself and explain that you are calling about (______) positions.Dont call between 11-2 or after 5.30 as these are the busy times in hospitality.

Introduce yourself and explain to the manager you are calling about (__________) positionsand go straight into your sales pitch.

Explain very briefly where you have worked, OR what industry you worked in (if nothospitality). Tell them what skills you have (e.g. fantastic, great, excellentcustomerservice, people skills, ororganisational skills, great with your hands (at least show youhave some skills from your previous jobs)Dont use skills such as cleaning, cash handling,reliable, etc. as these are skills that everyone can do. Skills like this can be learnt. Beinggreat at customer service, dealing with people in a professional way. If not these skills, tryand show something you learnt or developed in your previous roles.

Mention that you have an RSA (important) so that they dont haveto ask you.

Say you have done a hospitality course and elaborate on only 1-2 skills that you areparticularly good at. Again, try and use words like great, excellent, fantastic

DO NOT ASK IF THEY HAVE ANY JOBS AVAILABLE; ask HOW can I apply for a positionhere. This will hopefully get them to give you more information than just a YES/NO answer.

If you feel repaired or a connection with the person, or the manager seems friendlyANDif there are no positions available, ask if you can do some work experience.

This is a sales call. You are selling YOURSELF. This is why you should use words likefantastic, excellent, great not just good, or worse still, no description of how good yourskills are.

Practice this speech out loud. Lots and lots and lots of times It may seem weird, but ITDOES WORK. The way you see things inside your head, the way you think or expect thatyou will say something, is very, very different from the way that it usually comes out if youhavent said it out loud before.

Listen to (usually) quieter voice in your head that saysI CAN DO THIS, I AM GREAT.notthe (usually) louder voice in your head that says you cant ...


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Cover Letters

Your letter should state your interest and why you are qualified for the position

(Use standard business letter format)

YoureNameAddressMobile NumberEmail Address

DateTitleMr. /Ms. PositionCompanyCompany AddressSUBURB STATE POSTCODE

Dear Mr. /Ms.

1stparagraph should be an introductory. Grab their attention State position applying for State when available for work

2ndparagraph should be a summative explanation of what you done List work experience/training/knowledge/skills developed in schools practical training List previous work experience highlights duties; include military service if applicable

3

rd

paragraph explain what you can do for the organization What contribution can you make to this organization What will you bring to this job Appeal to the organizations valuesdo your research

To finish:Thank you for your time and consideration of my application and I look forward tomeeting with you for an interview at your convenience. I can be contacted on

OR Thank you for considering my application. I am available for an interview at yourconvenience. My contact details are .

Yours Sincerely

MORE TIPS for a strong application letter to capture the employers attention The goal of your application letter is to introduce YOURSELF and SELL

yourself! Make it shortno more than one page so be specific and professional Use industry terminologybe a great communicatorno spelling mistakes

PROOF READ!! Be creative this is YOUR LETTER about YOU

Know the title of

the position you

are applying for.

BE SPECIFIC!

BE CREATIVE!

Use positive language

Show case your

experience

Highlight your

transferable skills

SELL YOUR SKILLS!

Why should they hire you?

What sets you apart?


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Here are some examples:

(Generic)

John Koop29 Sir Monash Drive,Caulfield East, Victoria, 31459078 [email protected]

01/01/13

RE: Bartending Position

Dear Recruitment Manager,

I have recently completed a Hospitality Pre Employment Course with KOOPS Training andEmployment Solutions and would like apply for a Bartending Position in your Bar. I have myown reliable transport and am available for work any day, any time.

I have 6 months past experience as a waitress at Sofitel Hotel where I provided fine diningquality customer service of Food and Beverages to customers both in the restaurant and bar

areas. Further to this, I provided Responsible Service of Alcohol and have skills preparingand presenting drink orders behind the bar.

The contribution I will make to your team is adding to the vibe of your establishment in apositive, friendly manner whilst ensuring that your clientele are served promptly andeffectively.

Thank you for your time and consideration of my application and I look forward to meetingwith you for an interview at your convenience. I can be contacted on 9078 3357.

Yours Sincerely,

John Koop
mailto:[email protected]:[email protected]:[email protected]


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(Specific)

John Koop29 Sir Monash Drive,Caulfield East, Victoria, 31459078 [email protected]

01/01/13

Ms Sally Smith,Restaurant Manager,Hilton Hotel,Melbourne, VIC, 3000

RE: Bartending Position

Dear Ms. Smith,

I am applying for the Bartending Position advertised on SEEK.com on 01/01/13.I haverecently completed a Hospitality Pre Employment Course with KOOPS Training andEmployment Solutions, I have my own reliable transport and am available for work any day,

any time.

I have 6 months past experience as a waitress at Sofitel Hotel where I provided fine diningquality customer service of Food and Beverages to customers both in the restaurant and barareas. Further to this, I provided Responsible Service of Alcohol and have skills preparingand presenting drink orders behind the bar.

The contribution I will make to your team is adding to the vibe of your establishment in apositive, friendly manner whilst ensuring that your clientele are served promptly andeffectively.

Thank you for considering my application. I am available for an interview at yourconvenience. My contact details are 9078 3357.

Yours Sincerely

John Koop
mailto:[email protected]:[email protected]:[email protected]


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Specific Cover Letter (Applying to a Job Advisement)

Date

RE: ___________________________________Position

Dear Mr/Ms

Paragraph 1:

Paragraph 2:

Paragraph 3:

Finish! Which one will you use?


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Generic Cover Letter (To be handed out anywhere)

ate

RE: ___________________________________Position

Dear Mr/Ms

Paragraph 1:

Paragraph 2:

Paragraph 3:

Finish! Which one will you use?


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Interview Dos & Donts

Dos.

1. Know your resume and do your homework on the position and company you haveapplied for.2. Always bring letters of reference, certificates of achievements, copies of licences and

copies of your resume even if not asked at the time.3. Dress appropriately for the potential job. (It is safer to be conservative than to risk your

career on a risky fashion choice)4. Know the time and location of the interview allowing for enough time to arrive, park and

freshen up. (Ensure that you have the name of the interviewer ready if asked forclarification)

5. Treat everyone you meet with respect and courtesy. They may be your future colleaguesor have input into your employment. (Focus on a firm handshake, strong eye contact andsmiling)

6. Actively listen to your interviewer.7. Ensure you maintain good eye contact and maintain positive body language through-out

the interview. Do not fidget or move about in your seat.8. Ask for clarification if you do not understand the question completely.9. Respond to interview questions with examples that are relevant to the position you have

applied for. Be clear and concise with your answersNo waffling. (Make sure that youreiterate the question when answering it)

10. Maintain a positive view through-out the interview and conduct yourself as a potentialemployee. (Remember the interviewer will also be assessing you to see if you wouldmake a good colleague)

11. Ask Questions. Interviews are a two way meeting to establish if you are the right fit forthe company, so do not be afraid to ask questions.

12. Make sure that you start and end the interview with a smile and a handshake and thankthe interviewer for their time.

Donts.

1. Do not make excuses. Take responsibility for your actions and comments.2. Do not be late. If for any reason you will be late call ahead to inform the company.3. Do not make negative or rude comments about your previous employer.4. Do not lie. In the end you will be caught as you will not be able to complete the tasks

required of the role, therefore losing creditability.

5. Do not act desperate for a job or complain about how hard it is to find a new position. Onthe other end of the spectrum do not act indifferent to the interviewer as they mayinterpret it as you do not care about the interview.

6. Do not be unprepared for different interview questions. E.g. behavioural questions.7. Do not go into the interview smelling of smoke or chewing gum.8. Do not answer your mobile in an interview. Always make sure that it is off or on silent.9. Do not bring anyone with you. E.g. Mum, Dad, your best friend or your dog.10. Do not mention money (you want the interviewer to believe that you are enthusiastic and

passionate about the role and are willing to learn rather than just in it for the money)11. Do not talk over the interviewer. Wait until they have finished what they need to say.12. Do not eat / bring coffee in to an interview as it can be seen as unprofessional.


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Below are some possible questions that may be asked in interviews:

Tell me about yourself? Why did you leave your last job? What are your strengths?

What are your weaknesses? What do you know about the company? What are your goals? Where would you like to see yourself in 5 years time? How would your colleagues describe you? Have you ever had to deal with conflict situations? If so can you explain how you

handled it? Explain a negative situation that you have been involved in and how it has been

resolved in a positive manner? Can you tell me about a successful team project that you completed and your part

within that team? What salary are you seeking?

Questions that you may ask in interviews: What do you believe will be the most challenging part of the role? How long has the company been operating for? (Only ask this if it is not available on

the website)

While Im currently interested in this position what career possibilities are there withinthe organization in the future?

Why did the last person leave the position? (If it is a new role ask why it has beencreated)

Ask about the culture of the organization (Use your observations from your arrival)

Remember: The internet is one of the biggest tools you have to help you prepare foran interview. It allows you to research the company and can help you form questionsthat you many want to ask during your interview!

Tip: If you havent already, create a professional email address and voicemail recording

for yourself. If you have further questions about this, ask your trainer.


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Tips to Ensure Your References are Top-Notch

1) Ask in advance.Always call (don't email, make an effort!) a person first and ask if theywould be willing to be a reference. Some people have very valid reasons for saying "no."You need to make sure you have a list of references that have all personally agreed tospeak about you.

2) Explain why you need them.Share with those that agree to be your reference what youare up to in your job search. Describe to them the type of role you are looking for and thekinds of companies you are marketing yourself to. This helps them think about what theymight say about you in advance so they can make sure they speak to your strengths.

3) Contact them by email before they get a call.If you are in the interview cycle with a

company and get to the point where they say they are going to check references, you shouldimmediately contact your references to give them a "heads-up." Share with them the detailsof the job and company. Be sure to tell them why you are excited to join the firm. This will getthem motivated about being your reference and they'll be more likely to share yourenthusiasm for the job as well. You want them to not only say your are worthy of the job, butthat they know you are eager to join their team as well.

Finally, (and this last one is the most important):

4) Always follow-up with both a "thank you" and a "final update."You should alwayssend your references a thank you email for taking the time to be your reference. However,even more important is the email you should send once the hiring process is over. Win orlose, you should let them know the outcome. They deserve to know. There is nothing worsethan being a reference and never hearing from the candidate. It's downright rude - and itcould lead to your reference never helping you again.

Never forget, references can make or break you getting a job offer.Being a reference is

something people do as a favor to you. Do not ruin your references (and your reputation!) byfailing to maintain them in the proper fashion.
http://www.google.com.au/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=_JSJWsvablXRQM&tbnid=yptciW_Bx90_DM:&ved=0CAUQjRw&url=http://www.hunter.tafensw.edu.au/Services%20and%20Facilities/Pages/Careers-Advice.aspx&ei=AclUUuHHJ4XRlAWHzoEg&bvm=bv.53537100,d.dGI&psig=AFQjCNEygB-k_kSaOnWTpGL2ygdNcuXdxw&ust=1381374555757402http://www.google.com.au/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=_JSJWsvablXRQM&tbnid=yptciW_Bx90_DM:&ved=0CAUQjRw&url=http://www.hunter.tafensw.edu.au/Services%20and%20Facilities/Pages/Careers-Advice.aspx&ei=AclUUuHHJ4XRlAWHzoEg&bvm=bv.53537100,d.dGI&psig=AFQjCNEygB-k_kSaOnWTpGL2ygdNcuXdxw&ust=1381374555757402


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Rsum Do's and Don'ts

Rsum Do's...

Follow the KOOPS Resume template as a guide (do not copy it exactly) Use professional, easy-to-read fonts (e.g. Arial, Times New Roman, Garamond, etc.) Use underlining, bolding, and italics to emphasize categories and important topics Keep your format consistent (e.g. font size/type, order of information, layout, etc.) Tailor for each position Place the most important information first (e.g. Course title / Position held) Use power verbs to strengthen your statements Include relevant non-work experiences Emphasize transferable skills Keep information up-to-date Edit and proofread multiple times Include if you have a drivers license and own vehicle Include if you have FULL AVAILABILITY (if you dont, dont include availability) Know what is in your resume Ensure it is maximum 2 pages Ensure your education and work history are in reverse chronological order List a minimum of 2 references on your resume (they dont need to be from your last

employer)

Rsum Don'ts...

Use fancy and unusual fonts

Set margins to be less than .5 on any side of the document Use a font size below 10 point Exaggerate your experiences or accomplishments Include confidential information (e.g. Date of birth / Marital status) Include everything and anything you have ever done Repeat information offered in another category List inaccurate information Include a photo (unless asked for one) List hobbies / interests Have a list of personal skills / attributes (instead include these under each position

held)

Include grades / marks for education Highlight work experience- list it under work history


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Resume

John Koop

Address: 29 Sir Monash Drive, Caulfield East, Victoria, 3145Ph:9078 3357Email:[email protected]:http://www.linkedin.com/koopjohn222114Current Victorian Drivers Licence and Own VehicleFull Availability

Career Objective

To utilise the experience and knowledge I have acquired during my Hospitality PreEmployment Course with Koops Training and Employment Solutions to provide quality

customer and food and beverage service in an energetic hospitality establishment.

Education

Hospitality Pre Employment Course, 2013KOOPS Training & Employment Solutions

Provide Responsible Service of Alcohol Prepare and Serve Espresso Coffee Responsible Service of Gambling Serve Food and Beverages to Customers Provide Table Service of Food and Beverages

Use Hygiene Practices for Food Safety Operate a Bar Prepare and Serve cocktails Clean and Tidy Bar Areas

Certificate II in Retail Operations, 2012Monash College

Victorian Certificate of Education, 2011Caulfield Grammar School

Employment History

Food and Beverage Attendant (2013)The Gryph Inn, Melbourne

Perform the tasks of order taking and maximize sales opportunities throughknowledge of product and suggestive selling. Ensure accuracy by repeating order(s)to the guests.

Ensure that dockets are written clearly and correctly so the cashier and kitchen canfulfil their duties effectively.

Deliver orders promptly to the kitchen production area. Check ordered meals on collection from kitchen and deliver to guests promptly to

maintain temperature and appearance; ensure items are announced. Keep tables and service areas clean and tidy as per procedure manual. Maintain hygienic food service techniques during service.
mailto:Email:%[email protected]:Email:%[email protected]:Email:%[email protected]


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Busser (April 2012- Present)The Doutta Gala Hotel,Melbourne

Clean off all plate and glassware from tables that have left. Re-set the table in the restaurants style. Make sure the table is set properly and clean.

Make sure the chairs and floor area around the table is clean. Bring all dishware to the dish area for cleaning.

Customer Service Representative (Mar 2010-2012)Myer Department Store, Melbourne

Attract potential customers by answering product and service questions; suggestinginformation about other products and services.

Resolve product or service problems by clarifying the customer's complaint;determining the cause of the problem; selecting and explaining the best solution tosolve the problem; expediting correction or adjustment; following up to ensureresolution.

Maintain financial accounts by processing customer adjustments. Recommend potential products or services to management by collecting customer

information and analysing customer needs. Contribute to team effort by accomplishing related results as needed.

Achievements

Assistant Food and Beverage Server, The Good Food and Wine Show Employee of the Month, Myer Department Store Member of the Food and Beverage Group, Linked In Attended Customer Service Workshop, Myer Department Store Volunteer, Sacred Heart Mission Under 14s Coach, Caulfield Football Club Class Captain, Caulfield High School

Referees

Mary MillerCustomer Service ManagerMyer Department Store0401 445 123

Darren Bright

Fundraising CoordinatorSacred Heart Mission0412 143 178

Leigh WrightVenue ManagerThe Doutta Gala Hotel0402 743 025

Sarah McAlester

TreasurerCaulfield Football Club0419 523 174

2014 career advice booklet

Documents

place of work

hospitality industry

career advice booklet

theterm work ethic

career advicebooklet5272018

hospitality staff

maximum weekly hours

real dedication