SVH Social Responsibility • Horeca Vakcollege

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Summary & Info

Glossary

Chapter 1 – Social Responsibility

Introduction SVH

What is Social Responsibility?

The law

Responsibilities of managers

The hotel and catering establishment and the business formula

Target groups

Business and hospitality formulas

The 6 PS

Shops that sell alcohol

Social responsibility policy

Target group policy

TEST QUESTIONS Chapter 1

Chapter 2 – Dealing with guests

Dealing with guests

Communication

Guest focus

Guest focus in practice

Professional conduct

TEST QUESTIONS Chapter 2

Chapter 3 – Rule enforcement

Introduction

Rules

Enforcing rules

Enforcing together

Door policy

Discrimination

TEST QUESTIONS Chapter 3

Chapter 4 – Risk behaviour in rule enforcement

Introduction

Risk behaviour in the hotel and catering industry

Obstructive behaviour (A/B behaviour)

Aggressive behaviour (C behaviour)

Violent behaviour (D behaviour)

Criminal behaviour

Problematic group behaviour

TEST QUESTIONS Chapter 4

Chapter 5 – Discussion models

Introduction

Using discussion models

Complaints

Saying no

Public offence

Hidden offence

Aggression and violence

TEST QUESTIONS Chapter 5

Chapter 6 – Alcohol

Introduction

The substance

The effect

Consumption

The law

Alcohol policy

TEST QUESTIONS Chapter 6

Chapter 7 – Drugs

Introduction

The substance

The effect

Using

The law

Drugs policy

TEST QUESTIONS Chapter 7

Chapter 8 – Tobacco

Introduction

The substance

The effect

Using

The law

Smoking policy

TEST QUESTIONS Chapter 8

Chapter 9 – Gambling

Introduction

The game

The players

The law

Gambling policy

TEST QUESTIONS Chapter 9

Chapter 10 – Safety provisions

Introduction

Structural provisions

Spatial provisions

Technical provisions

Staff provisions

Fire safety

Fire policy

TEST QUESTIONS Chapter 10

TEST EXAMS

Test exam 1

Test exam 2

Test exam 3

Test exam 4