Events Management Module 7: Adhering to Health and Safety Standards

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What is a common source of food contamination?

Metals

Viruses

Fungi (correct)

Insects

What is an important step in proper garbage disposal?

Leaving garbage containers uncovered

Not washing hands after disposing garbage

Emptying garbage containers weekly

Washing garbage containers frequently with disinfectant (correct)

What is a factor that contributes to food poisoning?

Growth and activity of microorganisms (correct)

Good personal hygiene

Regular cleaning of utensils

Proper food storage

What is a fundamental principle of safe food service?

Clean hands Signup and view all the answers

Which of the following is a relevant regulatory body?

World Health Organization Signup and view all the answers

What is covered under occupational health and safety legislation?

All of the above Signup and view all the answers

What is one of the guidelines for identifying hazards in the workplace?

Consulting with other staff members Signup and view all the answers

What type of control procedure is personal protective equipment an example of?

Personal protective equipment Signup and view all the answers

What is an example of a workplace hazard?

Slips and trips Signup and view all the answers

Who is one of the persons to whom reports are made?

Manager Signup and view all the answers

What is one of the responsibilities of security committees in relation to health and safety standards?

Maintaining records on incidents, theft and vandalism Signup and view all the answers

What is one of the areas of research for security issues in tourism and hospitality enterprises?

Surveillance methods Signup and view all the answers

What is a possible breach of health, safety and security procedures?

Ignoring safety precautions for the use of equipment Signup and view all the answers

What is one of the responsibilities of employers in relation to health and safety standards?

Providing personal protective equipment to employees Signup and view all the answers

What is one of the security issues that affect tourism and hospitality enterprises?

Theft Signup and view all the answers

What is the cost of goods sold in the example provided?

$3.25 Signup and view all the answers

What is the purpose of considering the profit margin?

To build profit into the price of the product Signup and view all the answers

What should be considered when choosing a desired profit margin?

The overall market and fixed costs Signup and view all the answers

What is the formula to calculate the target price?

Target price = (Variable cost per product) / (1 - desired profit margin as a decimal) Signup and view all the answers

What is the third P of marketing?

Place Signup and view all the answers

What does Place refer to in marketing?

The location where the product is sold Signup and view all the answers

What is the ultimate goal of Place in marketing?

To get products in front of the customers who are most likely to purchase them Signup and view all the answers

What is the final P of marketing?

Promotion Signup and view all the answers

What does Promotion refer to in marketing?

The advertisement of the product Signup and view all the answers

What is the variable cost per product in the example provided?

$14.28 Signup and view all the answers

Study Notes

Employer's Responsibility

Ensure health, safety, and security procedures are in place
Identify and control hazards
Provide personal protective clothing and equipment
Implement safe sitting, lifting, and handling practices
Ensure security of documents, cash, equipment, and people
Establish key control systems
Monitor and report suspicious behaviors or occurrences

Security Committees' Responsibilities

Monitor and implement property security plans and programs
Suggest solutions for security problems
Maintain records of incidents, theft, and vandalism
Conduct security audits and property inspections
Investigate security incidents

Breaches of Health, Safety, and Security Procedures

Failure to use personal protective equipment
Improper lifting and handling techniques
Ignoring safety precautions for equipment use
Improper waste disposal
Failure to report and deal with hazards

Food Safety

Possible Sources of Food Contamination

Bacteria
Fungi (Yeast/mold)

Proper Garbage Disposal

Empty garbage containers daily
Use well-fitted covers and liners
Wash containers frequently with disinfectant
Wash hands after disposing of garbage

Industry Code and Practices (HACCP)

Identify general hazards in food handling
Identify causes and preventative measures of food poisoning

Factors Causing Food Poisoning

Growth and activity of microorganisms
Chemical changes
Insect and rodent activity
Physical contamination
Poor packaging

Reporting Hygiene Risk

Know organization procedures
Report risk immediately
Provide specific details (place, date, time, nature of risk, and actions taken)

Storing Food

Nonperishable (dry food): store in airtight containers on covered shelves with good air circulation
Semi-perishables (food with low water content and dry foods containing fat): store in a cool room
Perishables (fresh foods): store frozen foods until ready for use, and keep refrigerated foods cold

Identifying and Preventing Hygiene Risks

Follow the 5 fundamentals of safe food service: clean hands, clean dishes and utensils, clean food, correct temperature, and healthy persons)

Laws and Regulations

Occupational health and safety requirements
Public health act provisions
Food handlers' permits

Relevant Regulatory Bodies

World Health Organization
Bureau of Standards
Ministry of Health

Implementing Workplace Health and Safety and Security Procedures

Occupational Health and Safety Legislation

Record keeping requirements
Provisions of information and training
Regulations and codes of practice for workplace hazards
Health and safety representatives and committees
Issue resolution processes

Workplace Hazards and Risks

Fires
Slips and trips
Burns
Equipment failure
Accidents
Weather emergencies
Theft and armed robbery

Guidelines for Identifying Hazards in the Workplace

Inspect the workplace
Consult with other staff members
Check records of injuries and incidents

Control Procedures in the Workplace

Engineering controls
Administrative controls
Personal protective equipment

Persons to Whom Reports Are Made

Supervisor
Manager
Team leader
OH&S personnel (safety officers)

Customers and Customer Service

A customer is a person who buys or requires goods or services from a shop or business.
Customers can be:
- Persons with special needs
- Persons from culturally diverse backgrounds
- Children
- Elderly
- Pregnant mothers
- Internal or external customers
Customers need our service, and they are not an interruption to our job; they are the reason we have a job.

Types of Customers

Internal customers: Co-workers who need to use our services in the process of meeting the needs of the external customer.
External customers: The general public, persons outside of our organization who are the end-users of our product.

Customer Service

Customer service is the provision to our customers of a level of care in the form of good behavior, special services, and actions that benefit them as well as ourselves and which goes beyond what our customers expected.

The Use of Voice in Customer Service Settings

We must be aware of the combined use of our voice and facial expression, and the effect it can have upon the customer in a service delivery setting.
Tips for using our voice in customer service:
- Avoid raising our voice unnecessarily or shouting.
- Always aim to use a clear, calm voice, to raise concerns in a conflict situation.
- Avoid the use of harsh or high-pitched tones, as this generally makes the situation worse.
- Speak in a clear, calm voice.
- Keep our voice steady and level.
- Do not let our voice rise and show frustration.

Verbal and Non-Verbal Communications Whilst Using the Telephone

The telephone is a very useful tool in customer service, and can be used for:
- Customer care
- Taking bookings
- Making arrangements
- Information gathering
- Finding new customers
- Solving problems
Advantages of using the telephone:
- Provides quick and effective communication
- Can be used in almost any location in the world
- Is a convenient method of communication
Disadvantages of using the telephone:
- Does not provide a lasting record of communication
- No visual impact
- People often hang up if they do not like what we say

Handling the Call

When we have found out the caller's name, use it.
Deal with the specific query.
Ask if any other assistance is required.
Say thank you and goodbye.
Let the caller put the phone down first in case they wish to ask anything else.

Handling Messages

If someone is not available, explain positively why the person is not available.
Offer to take a message.
Take all the details; name, phone number, message details, and the time of the call.
Ensure that awkward names are spelt back to the customer.
Repeat messages and any information back to the caller - always act on the message quickly.
Check whether a return call is required.

Sales Promotion

Sales promotion is a part of the overall promotion effort.
Types of sales promotion:
- Personal selling: one of the most effective ways of customer relationship building.
- Sales promotions: includes freebies, contests, discounts, free services, passes, tickets, and so on.
- Public relations: PR is the deliberate, planned, and sustained effort to establish and maintain mutual understanding between the company and the public.

Products

A product is anything that can be offered to a market that might satisfy a want or need.
Types of products:
- Tangible products: physical objects that can be perceived by touch, such as buildings, vehicles, or gadgets.
- Intangible products: products that can only be perceived indirectly, such as insurance policies.

Goods and Services

Goods are physical products capable of being delivered to a purchaser and involve the transfer of ownership from seller to customer.
Services are non-material actions resulting in a measurable change of state for the purchaser caused by the provider.

Types of Products in Tourism and Hospitality

Tours and Transport: allowing tourists to get to their destinations and get around once there.
Conferences and Conventions: opportunities for people to network and learn information.
Entertainment: infrastructure in tourism to the facilities and services that are specifically designed to provide entertainment experiences for tourists.
Restaurant facilities: physical amenities and services provided by a restaurant to enhance the dining experience for customers.
Food and Beverage services: professional industry that includes restaurants, bars, cafeterias, canteens, food courts, and other food-based hospitality businesses that provide meals to its customers for various purposes.
Add-on services: additional products or services that customers can purchase to enhance their primary booking.

Steps in Promoting a Product

Accurately provide information about products and services to customers through brochures, websites, and social selling.
Employ selling techniques to encourage usage and purchase.

Calculating the Cost of a Product

Total per-product cost = cost of goods sold + production time + packaging + promotional materials + shipping + affiliate commissions.
Consider the profit margin: total per-product cost / (1 - desired profit margin as a decimal).

Place in Marketing

The third P of marketing is place, which refers to the place where you should sell your product and how it should be delivered to the market.
The ultimate goal of place is to determine the best place to get products in front of the customers who are most likely to purchase them.

Promotion in Marketing

The final P of marketing is promotion, which refers to all the activities marketers undertake to inform, persuade, and remind potential buyers about their products.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

Description

This quiz covers the essential health, safety, and security procedures, including hazard identification, emergency response, and employer responsibilities, in the events management industry.