Media Titles on
Hospitality, Courtesy, Customer Service
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
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