Hospitality, Courtesy,
Customer Service DVDs
Food Service Excellence. Customer Service skills. This program presents students with specific
information about expected work practices in the hospitality industry. Part one considers the importance of
appearance for both the service staff and the product. Part two looks at tableside satisfaction and points out
the importance of recognising customers’ moods and needs. Part three discusses complaints and dealing with
dissatisfied customers. Part four considers how the quality of the establishment is determined according to
customer perceptions of the service received. 60 mins video Produced in the USA (1989)A (Except Phillippines)
PA PB NT VEA
- The Sheraton Agreement. Everyone working in the hospitality industry needs to have a broad understanding of how the
industry works. In this program we examine the enterprise agreement at The Sheraton Towers, a five star hotel,
where staff and management have designed a unique working environment. It covers, how management, staff and
unions agree on wages and conditions, the role of the unions, enterprise bargaining, career paths in
hospitality and in-house training. The program includes interviews with everyone from the General Manager to
Front Of House staff! 28 mins video Produced in Australia (1995)WW VEA
- The Art of Waiting. This
training program focuses on ‘what-to-do’ and ‘what-not-to-do’ when working in a food or beverage
service position. All the techniques required to provide first- class service in the hospitality industry are
demonstrated, assisting experienced staff with enhancing and developing their skills. The video can also be
used to help newcomers acquire the expertise necessary for gaining employment in the industry. Topics covered
include : • appearance and personal
hygiene • place setting • preparation of the bar and function planning • plate service and • wine service and handling. 60 mins video Produced in
Australia (1991) WW VEA
- Kitchen And Food Production In this program we see how chefs prepare the meals at a five star hotel and how they have to
cater for all tastes. We explore the many considerations taken into account in the efficient running of large
kitchen. We then look at the production of food for a major airline where the design of the meals is
customised, and contrast this with the work of a second year apprentice at a busy a la carte bistro.
Occupational Health and Safety issues are also considered.20 mins video VEA
- Clubs And Gaming This
program looks at a variety of clubs, including a leagues (gaming) club with 40,000 members, a 650-member,
community- based ethnic club and an exclusive yacht club. It considers the different levels of service
expected within these clubs. We also visit the Sydney Harbour Casino and go behind the scenes to consider the
role of the croupier and the role of the pit manager. Finally, the program looks at the role of the Tabaret
Gaming Manager.30 mins video Produced in Australia (1996) WW VEA
- Hospitality Stories. A
VEA Production This 5 part series provides a documentary style examination of the working lives of young
hospitality professionals in a range of settings. VEA.
- Introduction To The Front Office & Reception
In this program, we consider the roles and responsibilities of the duty
manager, concierge and porter at a five star hotel and contrast these with duties of the manager of a youth
hostel and the general manager of a three and a half star motor inn.20 mins video
- Introduction To Food And Beverage Service
Through ‘on the spot interviews’ with employees, viewers are introduced
to basic skills needed to work in a busy bar, a silver service restaurant and a five star hotel.21 mins video
- Housekeeping This program considers the important function of housekeeping within the hospitality industry. We
look at the Executive Housekeeper’s responsibilities in a 353 room luxury hotel and which aspects of the
hotel fall under the auspices of the housekeeping department. Next, the program considers what is entailed in
the housekeeping of a 78 room motor inn. inally we are shown the housekeeping operation in a 21 room
backpacker’s guest house. 19 mins video
- Introducing Customer Service. In today’s highly competitive business world, it is often only the level of customer service
that distinguishes one company from another. This program introduces and defines customer service, the process
of meeting customers’ needs and expectations, internal and external customers, dealing with dissatisfied
customers and more. 28 mins video Produced in Australia (1995) Produced by Kylie Hughes for VEA WW VEA
- Listen & Win : How To Keep Customers Coming Back
- CB 422 (1995 ed., 14 mins, US$85.00) Each time you do business with a
customer, it's a listening test. You can pass the test and encourage customers to return - or you can fail the
test and lose customers to competitors. Become the listening expert that customers truly appreciated.
- How May I Help You ? - CCP 167 (1991 ed., 30 mins,
US$100.00) An entertaining video designed for entry-level employees
such as cashiers, sales clerks, and customer service through a positive attitude, body language, tone of
voice, and developing customer rapport. Short vignettes show both good and poor service interchanges with
customers.
- Handling Food Safely. This program provides an up-to-date, accurate and informative look at food handling
within a commercial kitchen environment. With the aid of an expert chef and computer graphics, the program
clearly shows the measures we must take to operate a safe, hygienic kitchen which remains free from food
contamination. 14 mins video Produced in Australia (1995) WW (Except USA, UK) VEA
- Kitchen Safety. Preventing
Falls, Burns and Machine Injuries Kitchen Safety demonstrates practical
ideas for preventing common injuries in commercial kitchens. Part one explains the various safety features of
a well-designed commercial kitchen, and how to prevent falls, scolds, burns and fires. Part two illustrates
ways of preventing back injuriesand accidents while using machinery, focusing on the importance of team work
in the kitchen. 30 mins video Produced in the USA (1989) A (Except Phillippines) PA PB NT VEA
- Multicultural Foods. This
program examines five different popular food groups: Chinese, Greek, Italian, French and Indian. At selected
restaurants we see how several traditional main course meals are prepared. We talk to the chefs about the
philosophy and cultural history behind each dish, examine the methods, ingredients and appliances needed to
prepare each dish, and look at the presentation of the finished meal. At the end of each of the five segments,
nutritional comments on each meal are presented. 35 mins video Produced in Australia (1993) ww (Except USA)
VEA
- Multicultral Foods 2. Following
on from the extremely popular Multicultural Foods, this second program examines different cuisines from
another five countries. The cuisines examined in this program are: German, Lebanese, Japanese, Indonesian and
Thai.35 mins video produced in Australia (1995) VEA WW (except USA)
- Introducing Hospitality. Between 1990 and 1993, tourism employment grew 50% faster than world employment! This fast paced
program provides an insight into how the hospitality industry has changed, its contribution to the economy and
what the current issues are for those working in the industry. We meet people on-the job and those who are
training the ever increasing number of people seeking careers in the hospitality industry. We see what it
takes to survive and the occupations and career paths available.20 mins video Produced in Australia (1995) WW
(except USA) VEA
- Food Events. An
Introduction To Catering from large ice
swans slowly melting under crystal chandeliers to steaming sausage rolls swimming in tomato sauce, catering is
one of the most diverse industries around. Food Events contrasts two very different catering companies. Black
Tie, a medium size caterer, shows what it takes to feed the fashionable at a corporate launch. And AVS, a
national caterer, gives new meaning to "let’s do lunch", as they wine and dine 300 people. The
program explores some major industry issues including the impact of consumer trends and influences, menu
selection and resource planning. It also considers methods of food delivery, environmental concerns and other
changes occurring in the industry. 35 mins video Produced in Australia (1995) WW VEA
- Looks good Enough to Eat. Food Presentation This
program examines the techniques used to present food in its best light and focuses on the relationships
between colour, texture and taste. It is presented by chef Brendan Hill A.S.C.C.A. 35 mins video Produced in
Australia (1995) WW (Except UK) VEA
- High-Tech Hospitality. This program takes the viewer on a tour of the information systems of a large city hotel. The
program explores the information processing cycle in each system and the way systems are integrated and
controlled. The impact of these high technology systems on staff and guests is investigated and future plans
for improving and expanding the information systems are discussed. 28 mins video Produced in Australia (1994)
WW VEA
- Creating a Customer Centered
Culture Video Series