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HE 211: MODULE II
COURSE MODULE
MODULE II

Workplace
Hygiene and
Safety
PART II
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INTRODUCTION
COURSE MODULE The course consists of skills that a student must achieve in the following areas of
competencies. The underlying principles in occupational health and safety procedures,
workplace hygiene procedures, effective customer’s service. It also consists values on
real-world aspects such as preparation of stocks and sauces, appetizers, salads and
dressings, sandwiches, meat, vegetable, egg, starch, poultry and game,seafood dishes,
desserts, and packaging and labelling of the prepared foods.

INTENDED LEARNING OUTCOMES

 Describe the legislated rights and obligations of

employers

LESSON 2.2

2.8 Maintain and Secure Workplace, Health, Safety, and

Security Responsibility.

Health, safety and security

Ensuring the health, safety and security of all people
in a hospitality and tourism organization is the single most
important concern of all managers. Whilst it is important that
a business makes a profit, at the end of the day, it is only
money. There is no quicker way to lose the confidence and
patronage of people, than by placing people at harm.
A sad yet alarming fact is that 75% of workplace
accidents and injuries are inevitable.
By having sound health, safety and security
practices in place, the pain, frustration and costs associated
with injuries can be reduced, to the benefit of all people.
People ‘does not just relate to ‘paying customers ‘of our
organization, it also includes:
 Owners and managers
 Staff
 Suppliers
 External community.
 This manual looks at how to ensure the health,
safety and security of all people through:
 Establishing management commitment
 Consultation with external experts

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 Identifying rights, obligations and responsibilities
 Implementing policies and procedures
 Ensuring suitable safety and security resources
COURSE MODULE  Training staff
 Identifying all potential risks and hazards
 Assessing risks and hazards
 Controlling risk and hazards.
Before we explore how to ensure all patrons are able to
enjoy a hospitality organization in a safe and secure
manner, it is important to understand the following key
phrases:

Health – the physical and mental state of a person with

freedom from disease or ailment

Safety – being free from the occurrence or risk of

injury, danger or loss Security – something that
secures or makes safe with freedom from risk.
In summary health, safety and security aims to protect the physical
safety and security of the business (profit, reputation, and liability), assets,
staff, guests and the public from injuries or illness, or loss of property, that
may occur as a result of a breakdown in workplace actions.

We are all responsible for safety and security

in the work place. This includes:

 Management
 Our selves
 Fellow employees
 Customers
 The public.

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COURSE MODULE Legislation

Whilst there is a moral obligation for all managers to
ensure the safety and security of all those who come into
contact with the organization, there are a number of laws that
will identify the responsibilities and actions required by
employers and employees of a hospitality organization.
Each country will have their own laws in relation to
health, safety and security. There will be a number of laws
relating to different aspects of this important field.
‘Occupational Health and Safety Act’ The main piece of
legislation that covers health, safety and security will be an
‘Occupational Health and Safety Act‘. This will be referred to
as The Act ‘in this manual.
As the name suggests, it covers workplace health and
safety. Whilst the name and content of the Act will vary
between countries, the general meaning and aim will remain
constant.

Objectives of the Act

The Act normally gives an overview of duties

and/or rights to all those who have health and safety
responsibilities or roles, including employers, those
who manage or control workplaces, employees, health
and safety representatives, suppliers, designers and
manufacturers.
The Act is designed to provide a broad
framework for improving standards of workplace
health and safety to reduce work-related injury and
illness. It allows duty-holders to determine their
approach to achieving compliance with the Act.
The Act aims to:

 Secure the health, safety and welfare of

employees and other people at work
 Protect the public from the health and safety
risks of business activities
 Eliminate workplace risks at the source
 Involve employers, employees and the
organizations that represent them in the
formulation and implementation of health,

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safety and welfare standards.
 Throughout the Act, the meaning of health
includes psychological health as well as physical
health.

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HE 211: MODULE II
COURSE MODULE Principles of health and safety protection

The following health and safety principles should

be applied in the administration of the Act:

o All people are given the highest level of health

and safety protection that is reasonably
o practicable
o Those who manage or control activities that
give rise, or may give rise, to risks to health or
safety are responsible for eliminating or
reducing health and safety risks, so far as is
reasonably practicable
o Employers and self-employed people should be
proactive and take reasonably practicable
measures to ensure health and safety in their
business activities
o Employers and employees should exchange
information about risks to health or safety and
zmeasures that can be taken to eliminate or
reduce those risks
o Employees are entitled, and should
be encouraged, to be
represented on health and safety issues.

Who is covered by the Act?

All workers are provided with protection by this Act. This

includes employers, employees, contractors, sub-contractors
and outworkers. The Act also provides protection for the
general public so that their health and safety is not placed
at risk by work activities.

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HE 211: MODULE II
COURSE MODULE General OHS obligations and duties

Following are general obligations, duties and

responsibilities as identified in the Act. This will include
obligations of all persons associated with a business.

As mentioned, these may vary from country to

country however are important to discuss.

Concept of ensuring health and safety

The Act imposes general OHS duties on employers,

the self-employed, employees, designers, manufacturers,
suppliers and others.

These general OHS duties require a person, in most

instances; to ensure health and safety as far as is reasonably
practicable. This requires the person:

 To eliminate risks to health and safety so far as is

reasonably practicable
 If it is not reasonably practicable to eliminate risks to
health and safety, to reduce those risks so far as is
reasonably practicable.

Reasonably practicable
The word as far as is reasonably practicable ‘are words of
limitation.

What is ‘reasonably practicable ‘in a given situation is to be

determined objectively. The duty-holder must do what a
reasonable person would do in the particular circumstances by
putting in place ‘reasonably practicable’ measures.

In determining what is ‘reasonably practicable‘, account must

be taken of:
 The likelihood of a hazard or risk occurring (i.e. the
probability of a person being exposed to harm)
 The degree of harm that would result if the hazard or
risk occurred (i.e. the potential seriousness of injury or
harm)

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HE 211: MODULE II
COURSE MODULE  What the person concerned knows, or ought
reasonably to know, about the hazard or risk and any
ways of eliminating or reducing that hazard or risk
 The availability and suitability of ways to eliminate or
reduce the hazard or risk
 The cost of eliminating or reducing the hazard or risk.

The term ‘reasonably practicable ‘in the Act has the same
practical effect on how duties are to be met as the term
‘practicable‘ had in the old Act.

Employer rights obligations and responsibilities

OHS legislation outlines responsibilities that must be adhered to
by all parties Employer responsibilities may include.
 Providing safety training and clear safety rules
 Encouraging a Health and Safety Committee – the aim
of the committee is to identify areas in the workplace
where changes should be made so as to create a safer
working environment. This may include upgrading
equipment, equipment training and safety matters.
 Maintaining an injury register - so that accidents are
logged for insurance and monitoring purposes.
 Adhering to all workplace agreements
 Providing information and written instructions in all
appropriate languages
 Providing all necessary safety equipment to perform
the required work - this may include gloves, masks,
ear protectors, goggles, protective clothing and
footwear
 Maintaining a safe workplace for their employees and
monitoring health and safety issues
 Equipment and machinery must be maintained
and must conform to safety standards
 Providing well-lit and ventilated places to work
 First aid must be provided to all employees when and
where necessary. This covers employees when they
are coming to and from work, provided the accident is
not self-inflicted or of a malicious or wilful nature.

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COURSE MODULE Extent of responsibilities

The OHS responsibilities extend a ‘duty of care ‘to all
employers, employees and all customers of the
establishment.

Duty of care ‘means employers have a legal

responsibility, in addition to the responsibility and
obligations imposed by legislation, to provide a reasonable
standard of care in relation to actions (such as work
practices) that could foreseeably cause harm to people.

The employer must therefore:

 Ensure the health, safety and welfare of all

customers, delivery drivers, suppliers and visitors to
the venue
 Provide safe access to the venue
 Provide information, training and supervision when and
where required.

Reference:https://www.asean.org/wpcontent/uploads/images/2013/economic/matm/Toolboxes
%20for%20Six%20Tourism%20Labour%20Divisions/Common%20Competencies%20(as%20of
%20Feb ruary%202013)/Establish%20and%20maintain%20a%20safe%20and%20secure
%20workplace/TM_E st_&_maintain_a_safe_&_secure_workplace_310812.pdf

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HE 211: MODULE II
COURSE MODULE 2.9 Greet customers, non-verbal communication, and
sensitivity to cultural and social differences.

Value customers and colleagues from different cultural groups

and treat them with respect and sensitivity.

The diversity of customers and colleagues

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COURSE MODULE
Valuing customers and colleagues

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HE 211: MODULE II
COURSE MODULE Respect and sensitivity

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LE Different cultural groups

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HE 211: MODULE II
2.10 How to deliver services to the customers, and its
MODULE enterprise procedure.

A widely quoted statistic gets to the heart of the value

proposition behind customer service: The cost of acquiring a
new customer is five times that of retaining an existing one.
For businesses that succeed by forming a bond with the
customer, the disparity is surely even greater.
COURSE

Good customer service is essentially a variation on

the golden rule: You want to meet the same expectations
you would have if you were the customer. "The basic things
will never change," says Tony Maggiotto, an adviser at the
Buffalo State College Small Business Development Center in
New York. "If people believe that they're being remembered
and are known to the business that will have a positive
impact on their disposition toward your business."
COURSE

The pages that follow are a guide to providing

excellent customer service.

Caring for Customers

1. Great Customer Service Begins with
You simply put, the most inspiring leadership is by example.
If you show indifference to your customers, your employees
will mimic it. If you are enthusiastic and courteous, your
troops are more likely to be so as well.

2. A Culture of Customer Service Must

Be Codified Start by hanging on the wall a set of core
values, 10 or fewer principles that include customer
service ideals, suggests Susan McCartney, Maggiotto's
colleague at the Buffalo SBDC. "Share them during the
training, have employees sign them, and evaluate employees
based on the values," she says. "But don't call them rules."

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COURSE MODULE Employee training on customer service precepts should be

intensive: written materials, verbal instruction, mentors, and
on-the-job demonstrations all ought to be part of the
coursework, says McCartney.

3. Employees Are
Customers, Too Companies renowned
for their customer service -- the online shoe retailer Zappos,
for example -- treat employees as they would have their
employees treat their customers. "Employees take on more
responsibility because they know they are appreciated and an
important part of the team," says the University of Missouri's
Proffer. "People who don't feel like they're part of the bigger
picture, who feel like a small cog in a big machine, are not
willing to go the extra mile."
4. Build Trust
Use your customer's name whenever you can. And
sometimes you have to give to get. In his book The Knack,
Inc. columnist Norm Brodsky relates how he won a sale
against long odds by venturing his time and expertise to help
a prospect cut costs. "I was showing him not only that we
could help him save money but that we cared about saving
him money," writes Brodsky.

5. Emphasize the
Long Term Short-term sales
incentives can sometimes undermine long-term customer
satisfaction. Prevent that by building short-term programs
atop an ongoing program that rewards broader
improvements, says Paula Godar, brands strategy director
for Maritz, a sales and marketing consulting firm based in
St. Louis. Moreover, winner-take-all incentives "can drive
a lot of unhealthy competition and disengage the rest of
the sales force," says Godar. "We've improved sales
performance by much greater percentages when we've

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improved the performance of the large group in the middle of the bell curve."

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HE 211: MODULE II
6. Sometimes it’s the Little Things That
COURSE MODULE Matter Small gestures that anticipate customers' needs or
attend to their comforts -- such as offering a cold glass of
water on a hot day or a children's area with toys -- go a long
way toward winning them over.

7. If You Can't Help a Customer, Point to an

Establishment That Can And saying "You might try Smith's,
on Main Street" won't make nearly as strong an impression as
confirming that Smith's has the item in question and giving
directions to Main Street. "This is the ultimate in customer
service," says Tom Maydew, regional director of the SBDC
in Pocatello, Idaho. "That customer will be back."

8. Show Your Appreciation One important element of

retaining customers is communication. Willson suggests a
personalized thank-you note after a deal or sale -- "If
Nordstrom's can do it, everybody can do it" -- and even a
follow-up phone call a month or so later. In a retail business,
loyalty programs or rewards cards drive repeat business (as well
as help you collect information about what your
customers are buying). Many businesses send out
birthday and holiday cards; Proffer prefers marking the
anniversary of a client's or customers first purchase.

9. Treat Your Best Customers Better If your company

relies on a relatively small number of clients to provide a
disproportionately large share of revenue, it makes sense
to devote a disproportionate amount of time and energy to
serving them. (Think of airlines and the escalating benefits
in their frequent-flier programs.)

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HE 211: MODULE II
Resolving Customer Disputes
COURSE MODULE It's bad enough when a customer is unhappy with your
product or service. But if the attempt to redress the problem is
frustrating or fruitless, it makes matters much worse. A
satisfied customer may tell one or two friends about your
company, says Richard Proffer, but "an angry customer might
tell a dozen." Some aggrieved customers can never be
placated, but, more often, successful dispute resolution lies in
a business owner's hands.

Solve the problem when it occurs. It's always best

when people on the floor or in the field are the first line of
response, say Proffer and Marc Willson. Vest them with
authority to resolve certain types of problems themselves.
Don't greet agitation with agitation. "Our first tendency is
to match our tone to their tone, but you don't want to do
that," says Proffer. "If we stay calm, their voice will start
coming down, and they'll begin to relax."

Reference: https://www.inc.com/magazine/20100901/how-to-deliver-great-customer-service.html
https://www.inc.com/guides/cust_tech/20909.html

3.0 Handle queries through the use of common business tools

and technology Access and use common business tools
Identify and access business tools required to achieve work
outcomes in accordance enterprise policy and procedures.

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HE 211: MODULE II
COURSE MODULE

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COURSE MODULE Examples of Common Business Tools

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COURSE MODULE How to Use Technology to Improve Customer Service

There's no denying the fact that customer service is important to a
small or mid-sized business. The quality of that service will either enhance
or degrade customer loyalty to your brand and your business. With the
economy in recession, customers have more alternatives than ever. The
business that proves to be responsive to customer questions, complaints, or
other needs can gain a clear competitive advantage. That's why it's so
important to understand how new technologies can help you anticipate
customer needs, tailor business processes to best serve customers, and
ultimately improve the efficiency of your business – the latter of which
can keep costs down.
Customer Service Technology

There are a few major areas in which technology now

is able to help provide key advantages to businesses in
engendering customer loyalty by improving customer
service:
 Websites. Providing areas on your website
where customers can answer their own
questions or seek answers from others.
 E-mail. Using e-mail as a way to improve
customer service and more quickly respond to
certain needs or help requests.
 Communications. Unifying communications so
that you know that the customer who left a voice
mail also sent an e-mail with the same request a
few days ago.
 Software. Better managing customer
relationships with more sophisticated data-
gathering tools, such as customer relationship
management software.
 Giving Customers What They Want, When They
Want It

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The goal of your business in terms of its customer

interactions is the generate loyalty. There's no better way to
do that than to offer quality products and services and to be
responsive to your customers. But as new technologies have
COURSE MODULE
come to market to make it easier for businesses to provide
customer service, they may also be increasing the number of
channels through which you interact with customers and the
complexity of those interactions. Accenture, the technology
consulting firm, suggests that businesses that want to use
technology to raise the quality of their customer service focus
on the following:
 Data management and analytics. Using data
collected from customer to analyze their
preferences.
 Insight-driven marketing. Gaining insights into
your business from customer data so you can
more effectively target marketing.
 Marketing automation. Streamlining and
automating business processes to improve
efficiency and keep costs low.
 Self-service optimization. Finding ways for
customers to interact with your business when
they want.
 Workforce effectiveness. Encouraging your staff
to embrace new ways improving customer
treatment by providing tools and training to
deliver better service.

Reference:

RG Journal Impact Overtime: ISSN 2043-9083

The right to water; politics, governance & social struggles edited by: Farhana Sultara and Alex Loftus
Earthscan: London and Newyork: ISBN:978-1-84971-359-7
https://www.asean.org/wp- content/uploads/images/2013/economic/matm/Toolboxes%20for%20Six
%20Tourism%20Labour%20Divisions
/Common%20Competencies%20(as%20of%20February%202013)/Use%20common%20business%20tools%20a nd
%20technology/TM_Use_common_bus_tools_&_tech_310812.pdf

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University of Science and Technology of Southern Philippines

Name: Section: HE 2B Date:
Activity No. Deadline: Instructor:

Reflect on this:

1.Describe the legislated rights and obligations of employers.

2.Why is it important to be knowledgeable about the rights and
obligations of employers?

Pass your answers on Ustep.

Note: Write your own answer based on your own understanding

upon reading th modules.

COURSE CODE: HE211 | Cookery (Workplace Hygiene and Safety)