HOSPITALITY 101 Welcome to Hospitality
Japan is known for their outstanding customer service and hospitality HOSTPITALITY 101 Welcome to Hospitality LESSON PURPOSE To teach students how to demonstrate hospitality properly. LESSON OBJECTIVES Club Members will Be introduced to hospitality and the hospitality industry Review ways to demonstrate hospitality Review employment opportunities Discuss pay rate and pay schedule Learn to carry themselves at Teen Excellence event assignments HOSPITALITY WELCOME AND OVERVIEW Every job you will ever have in your life will involve some form of hospitality. The hospitality industry ranges from fast food restaurants to high-end hotel management positions and everything in between. Part of hospitality is making people feel at home, but the other large part of how people feel when they visit a business goes beyond a smile. It involves the SERVICE customers receive. As a member of TEJRC, you will provide service for community and business events. The skills you learn during this session provide the baseline on which everything Teen Excellence is built. Summarize the Introduction and Overview and explain for the next 12 weeks students will go through a number of workshops that will teach them how to excel in the workplace. Ask students what they hope to learn during the program. After they share, thank them and give them a little information about your background and how you got involved with Teen Excellence. After discussion, explain to students their success and the success of Teen Excellence begins and ends with hospitality. Explain if teens are rude to customers, they will tell their friends how badly they were treated and refuse to refer people to your company. Hospitality 101 1
HOSPITALITY: THE TEEN EXCELLENCE BRAND INTRODUCTION TO HOSPITALITY In the business world, hospitality not only refers to how a company s employees treat their customers or clients, but it also refers in some cases to an entire industry called the hospitality industry. Multi-million dollar companies specialize in making their guests feel welcomed and are known for their hospitality. Quick Fact: Jobs in Hospitality Jobs in the hospitality industry grew at a rate of 2.5 million jobs daily. Hospitality Industry Businesses Include Hotels Restaurants Cruise Ships/Resorts Public Relations Visitor s Bureau and much more Review the definition of hospitality after reviewing the jobs in the hospitality industry. LESSON TIME 2 Hours LESSON SUPPLIES Black Pants Black vest White collared shirt, button down Bow tie White gloves ROOM LAYOUT Theatre style seating One table completely set for demonstration What does hospitality mean? Hospitality is the friendly and generous reception and entertainment of guests, visitors and strangers. After reviewing the definition of hospitality, explain being hospitable is the cornerstone of the Teen Excellence brand. 2 Hospitality 101
Explain to students treating others with the utmost respect and care can open doors for a student personally and for the Teen Excellence group. Explain Teen Excellence members must abide by a certain code of conduct, review code. The Teen Excellence Code of Conduct Because we are developing excellence, there is a standard by which we expect all members should carry themselves. It doesn t matter what the student did prior to joining the class, they must decide today that they will begin or continue to carry themselves with excellence. TEEN EXCELLENCE CODE OF CONDUCT 1. Teen Excellence members shall not engage in any activities that will cast aspersions on the club. 2. Teen Excellence members must keep in confidence all information shared during meetings and assignments. 3. Teen Excellence members must carry themselves with the utmost dignity and respect during Teen Excellence events, activities and work assignments. 4. Teen Excellence members must keep a passing grade once joining Teen Excellence. 5. Ten Excellence members must dress appropriately and be well groomed. 6. Teen Excellence members must not touch, take pictures or take any of the belongings of clients when on a club work assignment or on volunteer assignments. 7. Teen Excellence members must attend meetings regularly to be considered for work assignments. 8. Teen Excellence members must use their social media responsibly. After reviewing, ask students if they have any questions, if not, have them sign their Teen Excellence Code of Conduct and file away. TYPES OF TEEN EXCELLENCE WORK ASSIGNMENTS Explain, once students complete their course, they will have two opportunities to earn income. They will receive a work assignment from Teen Excellence, or if they are in need of a permanent job position, they will receive assistance in applying for an outside position. Dinner Service Explain Teen Excellence receive work assignment requests from companies, individuals, churches, etc. who are in need of banquet servers. Servers are responsible for serving their guests dinner, drinks, etc. These work assignments are normally on the weekend during the school year. Hospitality 101 3
Pay rate - $7.50-8.50 per hour plus equal split of the tip jar (if applicable) Average Work Assignments - 2 Hours (Can be up to four hours) Assignments vary in frequency Dinner Service Attire Black pants, white button down, black vest, black shoes and socks. White gloves when requested. All body art and tattoos must be covered. Hair well groomed and jewelry for females must be small and understated. No earring for males (optional). Provide a visual example with a picture or a model. Food Service Requirements In order to serve or handle food for the public, you must learn about food handling safety. Each student who wants to work as a food server must get their food handler s card. Distribute an information package or sheet about getting a food handler s card in your county or state. Explain students will need to log on to complete the test. Explain you will go in greater detail at the end of class. Move to their next work assignment. Explain the next work assignment opportunity is to be a usher or greeter at an event. This would include greeting guests or assisting them with their seating. TRADE SHOW ATTENDANT Trade show attendants, ushers and greeters help business owners man their booth at trade shows, expos or conferences. Students normally will be asked to greet guest who come to the author or business owner s table or who are arriving at the event. Trade Show Attire Attire is usually given by the organization, but you must have black, khaki pants or skirt for females and as pair of nice jeans. No cut offs, bleached or holes in jeans unless requested. Pay Rate: $7.25 an hour Average Work Assignments: 3-5 hours 4 Hospitality 101
Brand Ambassadors Brands Ambassadors help business market their products during big conferences, events and expos. Brand Ambassador Attire Attire is determined b y the client ore event hostess. Pay Rate: $7.25 or more Average Work Assignments: 3-5 hours Promotional Team Attire Attire determined by the client or event hostess. Pay Rate: $7.25 Average Work Assignments: 3 5 hours After reviewing work assignments, explain when students participate in Teen Excellence assignment, the company who is hiring you for the assignment must let the IRS know they are paying you. For this reason, students have to complete what is called a W-9. Explain each line of the W-9form and whit each area means. Have them complete the form and return to you. Explain because they are contracted employees, at the beginning of the year, they will receive a 1099 (Miscellaneous Income) that gives the total amount you were paid. This form is needed to file your taxes. Explain during the Teens Get Paid workshop, you will go into greater detail about the specific tax rules. But, do make it clear that you are not an accountant and you would advise them speak with their parents about any questions. After giving teens a chance to complete the w-9 forms, give the students a five minute break. Hospitality 101 5
TEEN EXCELLENCE PHIOSOPHY Explain each work assignment the Teen Excellence club receives greatly depends on the reputation the club build for itself. From being on time to dressing properly, all these things will determine if the club is asked back or referred to another client. Hospitality is how Teen Excellence sets itself apart form everyone else. Explain no matter if they are sent to trade show or to a dinner service assignment, their kindness and warmth must be on full display. Ask students to describe how they demonstrate hospitality. Review the Keys to Displaying Hospitality. After they share, review ten keys. Keys to Displaying Hospitality 1. Greet guest with a smile. 2. Greet guest immediately 3. Make eye contact 4. Show warmth and kindness 6 Hospitality 101
5. Always say please and thank you 6. Make sure to resolve any issues promptly 7. Be attentive to the guest needs Now that we have reviewed ways to make people feel welcome, have students identify ways people can be inhospitable. 1. Speak harshly 2. Ignore people 3. Not making eye contact 4. Making disparaging remarks about someone s clothes, race, religion or if they have a disability 5. Being short or unconcerned with the clients After reviewing how people are inhospitable, discuss how important it is that Teen Excellence members treat everyone with hospitality and be on their best behavior. Review the Teen Excellence assignments rules with students and have students sign and return. 1. Horseplay is strictly prohibited 2. Do not use profanity or jargon during events 3. No yelling or running while working at the event 4. Don t be destructive in any way 5. Do not steal, or engage in any illegal or illicit acts during Teen Excellence work or volunteer assignments After reviewing have students complete any remaining paperwork they have lefty for registration, etc. Review the next steps for teens getting their Food Handler s card. Close the class and serve refreshments. Hospitality 101 7
OBTAINING YOUR FOOD HANDLER S CARD Anyone who plans to serve food or drinks to the public must have a Food Handler s Card. Hospitality 101 Process: Teens normally pay a fee between $7-12.00 to take the Food Handler s Online class. Review the information that will be covered during the class. Review the General Food Handler s Online Course Training Handling Ready to Eat Foods Cleaning and Sanitizing Chemical Storage Surface Cleaning and Sanitizing Safe Food Storage Freezing and Refrigeration Safe Food Preparation Cooking and Holding Hot Foods Thermometers After reviewing, provide the link they will use to complete the course. TABCP permit.com will provide the training and certificate with no test. However, your local health department may require more. Make sure you research and share additional requirements. 8 Hospitality 101
ACCEPTING AN ASSIGNMENT As jobs come available, it will be posted on the Teen Excellence job board. If interested, accept the assignment. You will receive a confirmation email to confirm you have accepted the job. Sample confirmation email Team Lead Phone Assignment (Server, greeter, brand ambassador, street team) Date Time Location No. of Hours Rate of Pay Attire Special Instructions: Hospitality 101 9
Explain the assignment will remain posted until the position is filled. Once review accepting an assignment, discuss how members will cancel their assignment and the rules around cancellation. CANCELLING AN ASSIGNMENT If you are unable to work an assignment, please contact the Team Lead at least 48 hours or two days prior to the event. Please call them and send them a cancellation email. Sample Cancellation Email Name Assignment Location Time Assignment Date Cancellation Date Cancellation Reason NOTE: If member cancels two or more times in one month, the member will be put on hold for one month and will be disallowed from picking up any of the assignments. GOOD STANDING Members who want to accept a work assignment mush have the following: Attend monthly club meetings and activities Food Handlers Card (If server) W-9 on File Financially Up-to-Date (paying monthly dues) Passing all classes After the review is complete, thank students for their attendance and distribute any other pertinent information. Close and serve refreshments. 10 Hospitality 101