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Check Your Knowledge

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Communication & Teamwork

This section will assess your understanding of Communication and Teamwork topics in the course and the workplace, eg communicating information, planning tasks for a team.

 
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Workplace Health & Safety

This section will assess your understanding of Workplace Health and Safety topics in the course and the workplace, eg mixing chemicals, Safety Data Sheets, chemical labels, documentation.

 
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Food Safety Zones

This section will test assess your understanding of Food Safety topics in the course and the workplace, eg food safety zones, labelling food, temperature gauges.

 
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Stock Control

This section will assess your understanding of Stock Control topics in the course and the workplace, eg receiving and rotating stock, retail products, USE BY dates.

 
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Administration

This section will assess your understanding of Administration topics in the course and the workplace, eg office documentation, index systems and understanding time.

 
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Catering & Cookery

This section will assess your understanding of Cooking and Catering topics in the course and the workplace, eg Standard Recipe Cards, measuring, portion control.

 
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Recording Telephone Messages - Bookings

When working in the Tourism and Hospitality industry telephone messages may need to be taken for bookings, room service and from suppliers. Messages need to be concise and correct.

Listen to the phone conversation and complete the booking form below.

Click the play button below to listen to the phone conversation. Video Platform Video Management Video Solutions Video Player
Booking Form
First Name
Last Name
Contact Number
Booking Date
Booking Time
Seating
Special Requirements
Number of Guests

Teamwork

Successful workplace teams are based on a shared understanding, ground rules and commitment. As commitment develops team members become more involved and take ownership for the team's success. Effective teams function on the strength and skills of all team members.

Drag and drop into the correct category.

not involved in creating workplace goals
each individual does their own thing, opinions not valued
one person's progress does not affect anyone else
operate independently
help to create workplace goals
value and use the skills, knowledge, abilities and opinions of others
progress depends on the help and input of others
operate interdependently
Groups Teams
individuals have their own goals
individuals interact with each other but work on their own project
individuals have their own goals that contribute to the goals of the team
individual's work assists the work of others

Equal Employment Opportunity (EEO)

Equal Employment Opportunity (EEO) is about making sure that workplaces are free from all forms of unlawful discrimination and harassment. This means having workplace rules, policies, practices and behaviours that are fair and do not disadvantage people because they belong to particular groups.

Match the information in Column 1 to the correct statements in Column 2.

Column 1
discrimination
unlawful
harassment
responsibility
respect differences
Column 2
A)understanding everyone is different
B)owning your actions
C)unfair treatment of others
D)bullying, insults and humiliation of another person
E)against the law

Simple Directions - Location

The ability to give clear directions is an important task for anyone who works in the Hospitality industry. It is important to use a map and gestures, and keep instructions short and simple, so that directions are easy for people to remember.

Drag and drop to complete the sentences. Use the map to help you.

on the corner of
Opposite
outside
diagonally opposite
In
beside
The Library is
 
Diamond Avenue and Ruby Street.
 
the Department Store is a cafe.
There is a bus stop
 
the Department Store.

Research - Books

Most books that are used to locate information have a contents page and an index. The contents page lists chapters and the page numbers of the chapters. The index is found at the back of the book and lists items in alphabetical order.

Match the information in Column 1 to the correct chapters and pages in Column 2. Use the Contents page of this recipe book to help you.

Column 1
Index
Seafood Risotto
Marinated Chicken Wings
Relish
Lemon Curd Tart
Column 2
A)Chapter 3, page 58
B)Chapter 4, page 96
C)Page 190
D)Chapter 5, page 120
E)Chapter 7, page 172

Surveys

A survey is a set of questions which collect information or customer feedback on products or services.

Choose the best answer.

1. Surveys are useful because they help a business know:
2. A food survey in a restaurant may in provide:
3. A housekeeping survey may give feedback on the quality of:

Standard Operating Procedures (SOPs)

Maintaining a high standard of hygiene in food and beverage areas is important. Standard Operating Procedures (SOPs) are part of a Workplace Health and Safety plan to keep your workplace cleanliness at a high industry standard. You know you must wash your hands when working in a kitchen. An SOP will tell you the procedure to follow.

Drag the hand washing steps into the correct order.

Wet your hands
Apply soap
Lather and scrub for 20 seconds
Rinse for 10 seconds
Turn off tap
Dry your hands
1.
 
2.
 
3.
 
4.
 
5.
 
6.
 

Ratios

A ratio is a comparison between two things. Ratios are a common way of measuring out parts that are mixed together in different quantities.

Write the ratios for the following instructions.

1. Mix 7 parts bleach with 4 parts water. :
2. Dilute 1 part vinegar with 1 part water. :
3. Mix 1 part water with 6 parts chemical. :
4. Dilute 250mL bleach with 650mL water. How many mL are there in total? mL
5. Mix 10mL vinegar with 35mL water. How many mL are there in total? mL

Handling of Chemicals

Chemicals must be handled carefully to avoid injuries and damage. Labels on chemical bottles give directions for use and First Aid information. Safety Data Sheets (SDS) give information on possible hazards, First Aid, fire fighting, accidental release measures and PPE.

'Dishmaid' is a general purpose detergent for hand dishwashing.

Drag and drop to complete the sentences.

1. The 'Dishmaid' label gives information on suitability, First Aid and
 
.
2. It is important to avoid contact with
 
whenusing 'Dishmaid'.
3. If 'Dishmaid' is swallowed,
 
.
4. For normal dishwashing, 'Dishmaid' needs to be diluted in ratio of
 
.
1 to 300
1 to 30
do not induce vomiting
do not drink water
ears
eyes
skin
dilution rates
chemicals

Workplace Health & Safety (WHS) - Employee Incident

Courtney Jacobsen works as a housekeeper at the 'Green Gables' Hotel. Last Monday morning, November 1st at about 10:45, Courtney was working with her colleague Jacki Thompson. They were cleaning Room 16 of 'Green Gables' Hotel when Courtney slipped on the bathroom floor, bumped her arm on the basin and fell to the floor.

Courtney fractured her right wrist. She told her supervisor that shampoo was spilled on the floor and she had slipped. She also said that she remembered putting her hands in front of her as she fell.

Courtney's supervisor asked her to complete an Employee Incident Form.

Courtney Jacobsen
November 1st, 10:45
Room 16, 'Green Gables' Hotel
- slipped on bathroom floor
- bumped arm on basin
- fell to the floor
- fractured right wrist
- shampoo spilled on floor
- she put her hands out in front as she fell
Jacki Thompson
Employee name and position:
 
Date and Time:
 
Location:
 
Description of Incident:
-  
-  
-  
-  
Employee Explanation:
-  
-  
Names of Witnesses:
 

Food Safety Zones

Incorrect food storage may lead to food spoilage or food poisoning, or contribute to cross contamination. Foods should be stored and handled at different temperatures. Awareness of the five Food Safety Zones, as well as boiling and freezing points, will help keep food safe.

Complete the sentences below by dragging the correct answer into the box.

1. The temperature danger zone lies between
 
2. Cold food should always be refrigerated at
 
3. Cooked food should be reheated to
 
or above.
4. The frozen food zone is
 
5. The freezing point of water on a thermometer should read
 
6. The boiling point of water on a thermometer should read
 
5oC and 60oC
1 to 4oC
75oC
-18oC to -24oC
0oC
100oC

Reading Thermometers

Reading thermometers and temperature gauges is important in areas where food is prepared and stored. Temperature readings will alert you if foods are being stored at incorrect temperatures. Refrigeration temperatures need to be closely monitored and recorded.

Read the temperature on the thermometers and temperature gauges and select the best answer.

Drag and drop the correct answers.

Scenario

On Monday 24th June, Steven, a new hospitality trainee, is preparing fillings for sandwiches to be made and presented for a conference morning tea at 10am. Steven needs to complete the preparation by 8:45am.

Each food item needs to be correctly labelled with the name of the food, when it was prepared and who prepared it.

food label

Receiving Stock

When goods are received it is important to check the amount received against the amount ordered. If these do not match, there is a quantity discrepancy. If goods received have been spoiled or damaged, this is a quality discrepancy. Stock Order Forms and Delivery Dockets are used to check orders and record deliveries.

Type in the correct answers.

Stock Rotation and Stocktake

The freshness and quality of stock items depends on stock rotation. This is especially relevant to perishable items.

Complete the sentences by choosing the correct answers.

1. The counting of all the stock in a store at a particular time is called a .
2. An is a complete list of the goods in stock.
3. The Bottle Shop has a large variety of for sale.
4. Stock rotation means that .
5. The system of stock rotation is known as .
6. FIFO stands for .

Stock Level Maintenance

Stock-on-hand can fluctuate considerably in the Tourism and Hospitality industry. In order to minimise costs, it is necessary to keep the bare essentials in stock. Maintaining par levels of stock ensures that there is enough stock on hand to meet the immediate needs of the establishment and to allow for unexpected circumstances.

The Bar Manager needs to place an order. He checks the Par Sheet and calculates how many units to order.

Fill in the units to order. You cannot use a calculator for this question.

Retail Terms

People who work in retail should know about the products they sell. They should know about: warranty, features, benefits, safety, storage and shelf life.

Click on the best answer.

1. Another word for guarantee is .
2. The of a product are the good things about it.
3. requirements tell you how to store a product so that it does not spoil or get damaged.
4. The of a product tells how long it is suitable for use.
5. requirements tell how to use the product safely.
6. The of a product may include weight, size and colour.

12 and 24 Hour Time

Time can be shown on a 12 or 24 hour clock. The 24-hour clock is used in Hospitality and Tourism, and in many countries outside Australia. In the travel industry the 24-hour clock is used to avoid confusion in international travel.

12 Hour 12 midnight 1 a.m. 2 a.m. 3 a.m. 4 a.m. 5 a.m. 6 a.m. 7 a.m. 8 a.m. 9 a.m. 10 a.m. 11 a.m.
24 Hour 00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00
12 Hour 12 midday (or noon) 1 p.m. 2 p.m. 3 p.m. 4 p.m. 5 p.m. 6 p.m. 7 p.m. 8 p.m. 9 p.m. 10 p.m. 11 p.m.
24 Hour 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
Use the comparison chart above to match the 24 hour time to its correct 12 hour time.

Timesheets

Being able to calculate time is very important to ensure that you are paid correctly. Lunch breaks are usually included on timesheets but are not counted in the hours worked.

Complete the following timesheet. You cannot use a calculator for this question.

Office Documents - Customer Records

Workplace documents include: customer records, letters, memos or memoranda, and emails. In order to communicate effectively in the workplace it is essential that written documents are clear, concise and correct.

Video Platform Video Management Video Solutions Video Player listen to this scenario.

On October 2nd Mr John Williams telephones 'Catering Creations' and requests a quotation for his company's Christmas party on December 17. He would like the party to be held at the Royal Hotel Function Room and he is expecting 50-60 guests. He would like a quotation by October 20. Bill Jackson fills out the Customer Record form.

Drag and drop from the Word Box to the customer record sheet.

Christmas Party, 20th Oct
Royal Hotel, 50-60 guests
Reply 20th Oct
Christmas Party, 17th Dec
Royal Hotel, 50-60 Guests
Reply Oct 20
41 Smith Street, YADONGA
041 2345 678
WILLIAMS, John
John White
(08) 1234 5678
johnwilliams@littlecreek.com.au
Bill Jackson
Name
WILLIAMS, John
Address
41 Smith Street, YADONGA
Phone
(08) 1234 5678
Mobile
041 2345 678
Email
johnwilliams@littlecreek.com.au
Requirements/Notes
Christmas Party, 17th Dec
Royal Hotel, 50-60 Guests
Reply Oct 20

Computer Office Programs - Word Processor

When working in the Tourism and Hospitality industry you will use a variety of computer office programs, such as word processors, spreadsheets and databases. You may also use templates which have been created for specific purposes in a business.

Drag and drop to complete the sentences.

Editing means
A mail merge
Many tools and features
under File
 
to make changes to the document.
 
allows documents to be personalised and sent to many people.
 
are organised in the ribbon.
Print can be found
 
.

Reference Systems - Alphabetical

Records in a business need to be accessible and may be filed in a computer or a steel cabinet. Any records management system must be able to provide the right information, at the right time, to the right person.

Travel agents cater for the travel needs of their clients; this may be for business or holidays. Customer details are filed alphabetically according to the client's last name.

File each client's itinerary in order of last name.

Chris Freeman
Shane Green
Elke Jacobs
Tabatha Robins
Janet Stevenson
Freddy Watson
Jamie Whiting
Robby Wilson
 
 
 
 
 
 
 
 

Dockets

The docket is the principle means of communication between the waiter, the kitchen and the bar. Dockets need to be clear, concise and legible to ensure that the correct meals and beverages are prepared. Problems with reading the order can lead to miscommunication and mistakes. This may affect the guest's satisfaction with the meal and the establishment.

Read the docket carefully and choose the best answer.

1. The order is for Table No
2. The order was taken by
3. The order was taken at
4. The order is for customers.
5. Two customers ordered for their main course.
6. The most popular dessert was

Standard Recipe Cards (SRCs)

  16 People Double Unit
Eggs (55grams) 9   each
Castor Sugar 310   grams
Plain Flour 220   grams
Cocoa Powder 60   grams
Salted Butter 20   grams
Cream 250   mL
Black Cherries 200   grams
Masala 100   mL
Chocolate 250 500 grams

Standard Recipe Cards, also known as SRCs, are used throughout the Hospitality industry. SRCs provide a standard recipe for the establishment. An SRC consists of a list of ingredients, the method of preparation, the cost, the number of portions it makes and a picture.

The Chocolate Gateau SRC caters for 16 people. Double the recipe. You cannot use a calculator for this question.

New Quantities
18
620
440
120
40
500
400
200

Portion Planning

Portion control refers to serving sizes and the number of portions available. Keeping track of how many portions you have, and letting the waiters know, helps with giving great service and having satisfied customers.

NODES restaurant has 15 portions of prawns prepared. The wait staff take orders for 3, 6 and 2 prawn dishes.

How many portions of prawns are left?

2
3
4
5

Portion Calculations

Portion control is a critical factor in achieving low food costs by minimising food wastage. It is also important that a chef does not run out of ingredients. Meals need to be planned and prepared for the expected number of customers.

Lunch is planned for 16 guests. Each guest will be served a meat, cheese and tomato sandwich, and a small glass of orange juice. Drag and drop the amounts you need to order.

1000g = 1kg and 1000mL = 1L
Order form for ingredients: 16 pax
Item Per-person Total
Sliced Meat 80 grams  
Cheese 1 slice  
Tomato 3 slices  
Bread 2 slices  
Orange Juice 125 mL  
1280 grams
16 slices
48 slices
32 slices
2 litres

Increments

An increment is an increase in a series of numbers, for example, 1, 10, 50, 200. Increments can be seen on balance scales, measuring jugs and oven dial settings. These increments may represent grams, kilograms, millilitres, litres, or degrees.

Select the correct answers.

Question 1 20g, 40g, , 80g
Question 2 Question 3
This jug increases in increments of This dial increases in increments of

Workflows

A workflow plan shows the order in which tasks are carried out the make the work flow. Workflow plans are essential for the efficient and effective operations in a kitchen or a bar.

Match the following meanings with the words.

prioritise
time limits
cooperation
organisation
mise en place
to organise tasks in order of importance, with consideration to time available
specific time in which tasks must be completed
to work effectively as part of a team
to have equipment and ingredients ready before preparing a dish
the preparation needed for the dishes to be served

Weighing

1 weight maximum 2 weights maximum 4 weights maximum

Balance scales can be used for weighing ingredients such as flour, sugar and butter. The needle will move to show the weight of the ingredients.

Drag and drop the weights to match the measurement shown on the scales.