Note: The following required skills should be applied as appropriate to the equipment and processes that are used in the particular winery or workplace. Ability to: access workplace information to identify winery hospitality activity coordination requirements liaise with other work areas. These may include: tasting area restaurant tour leaders apply a high standard of personal presentation. This may include: personal hygiene dress or uniform interpret enterprise promotional schedules. This may include identifying: promotional objectives dates and times relevant products apply workplace policy, standards and procedures with regard to: hospitality activities customer service customer complaints special requests supplier contracts inter-departmental contracts occupational health and safety (OHS) of employees and visitors responsible service of alcohol performance management activities required co-presenters standards required respond to ad-hoc customer requests and bookings. This will include accurately identifying customer needs with regard to date, time, numbers and hospitality activities and facilities required apply effective communication principles and techniques, including: active listening questioning conflict and complaint resolution summarising recording details and information observation body language briefing and instructions presenting information plan and organise hospitality activities. This may include: anticipating problems, customer needs and delays problem solving time management negotiating and liaising with external and internal suppliers interpreting legislative requirements calculating and estimating required quantities and space comparing and choosing quotes based on enterprise and customer objectives creating flow diagrams scheduling activities confirming agreed contracts, provision of service with suppliers and customers rostering staff theft minimisation controls prepare support materials as required. This may include consideration of: brand objectives customer objectives target audience cost time scales, and may include: researching information required briefing designers and printers editing and proofreading liaising with public relations and marketing departments brief team and suppliers on roles and responsibilities. This may include: handover arrangements workplace policy and procedures with regard to: customer service OHS responsible service of alcohol personal presentation and behaviour emergency situations implement hospitality activities effectively to meet enterprise and customer objectives monitor hospitality facilities and service provision. This may include monitoring: cleanliness of toilets seating and food availability housekeeping and table clearing standards litter and waste OHS compliance staff and supplier presentation and performance customer behaviour timing theft opportunities liquor licensing compliance signs of antisocial behaviour and intoxication take corrective action in response to out-of-specification standards or non-compliance report and/or record corrective action as required solve problems and ‘think on your feet’ identify and implement effective contingency plans deals with difficult customers evaluate winery hospitality activities. This may include: seeking feedback from customers and staff comparing results against objectives collating costs and sales reviewing own performance make recommendations for improvement. This may include: writing reports providing feedback to management, suppliers and staff utilising team improvement processes record workplace information maintain work area to meet housekeeping standards facilitate teams according to enterprise procedures use improvement processes in team activities according to enterprise procedures conduct winery and/or site tours according to enterprise procedures conduct a specialised tasting according to enterprise procedures work cooperatively within a culturally diverse workforce. |