Fliplets is an optional pre-VET resource for students to develop some basic Hospitality knowledge before introducing this online resource.
Click on an icon above to select a topic to check your knowledge.
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.
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.
This section will assess your understanding of Environmental Sustainability topics in the course and the workplace. eg recycling, resource efficiency.
This section will assess your understanding of Financial Transaction topics in the course and the workplace, eg processing payments, balancing a register and understanding GST.
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.
This section will assess your understanding of Administration topics in the course and the workplace, eg office documentation, index systems and understanding time.
This section will assess your understanding of Guiding topics in the course and the workplace, eg conducting tourist activities.
Complete the above Check your knowledge quiz to receive your My Learning Roadmap.
Start/continue through the topics as recommended by your My Learning Roadmap at your own pace.
Have you completed your topics? How did you go with the Check It Quizzes?
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.
|Number of Guests|
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.
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) 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.
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.
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.
A survey is a set of questions which collect information or customer feedback on products or services.
Choose the best answer.
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.
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.
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.
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.
|Employee name and position:|
|Date and Time:|
|Description of Incident:||
|Names of Witnesses:|
It is crucial that the Hospitality industry is proactive and thinks about issues such as sustainability, waste management, energy use and efficiency, resource use and efficiency, water management, recycling and re-use.
Drag and drop the correct words to complete the sentences.
The 'Crowne Plaza' in Melbourne is involved in a program that encourages large hospitality businesses to become more environmentally friendly. These column graphs show the results of the hotel's success over three years.
Choose the best answer.
Customers may pay for their purchases or services in cash. Mistakes can be made when giving change; this may cost the store money or upset customers.
Type the answers in the boxes. You cannot use a calculator for this question.
|Joe purchases several items at the souvenir shop.|
|He purchases a boomerang for $55, 4 postcards at $1.20 each, and a local crafted puppet for $25.00.|
|What is the total cost of the purchase?||$.|
|Joe wants to pay in cash and hands over a $100 note.|
|How much change will he receive?||$.|
GST stands for Goods and Services Tax. The GST was introduced in Australia in the year 2000 and set at the rate of 10%. In the Hospitality and Tourism industry GST is added to most goods and services, such as food, beverages, accommodation, tours and souvenirs.
Complete the following Tax Invoice.
You may use the attached calculator for this question.
Remember GST = 10%
EFTPOS stands for Electronic Funds Transfer at Point of Sale. When a customer wishes to pay using EFTPOS, there are some basic steps that should be followed.
Drag and drop the steps into the correct order.
Within the Hospitality and Tourism industry, there are a range of terms associated with costing and basic financials.
Match the term with the definition.
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.
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.
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.
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.
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.|
|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.|
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.
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.
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.
41 Smith Street, YADONGA
(08) 1234 5678
041 2345 678
Christmas Party, 17th Dec
Royal Hotel, 50-60 Guests
Reply Oct 20
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.
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.
Intellectual Property is anything that is created through work of the mind. Intellectual property can be divided into copyrights, trademarks and patents. Copyright protects original works such as books, music, computer programs, paintings, photographs, and movies.
Click on the correct answer, TRUE or FALSE.
|A copyright is a law that allows people to use any document without permission.||
|Copyright gives the author the right to make or distribute copies of their work.||
|It is illegal to use someone's work without seeking their permission first.||
|Copyright allows authors, musicians, and artists to make money from their creations.||
|You can modify work from one form to another without permission.||
Reservation data is the information required from a guest at check-in. Reservation data includes customer details, emergency contacts, room number, check-in/check-out details, luggage, bookings, and special needs.
From the information below choose the correct answer.
Tourism activities, such as day and half day coach tours, have a tour guide. The tour guide counts the number of passengers at the start and end of the tour, and records the Head Count on a checklist.
From the above information choose the correct answer. You cannot use a calculator for this question.
|1. The tour guide organised||
|groups to go on different tracks.|
|2. The expected time for the Circuit Track was||
|3. The total number of tourists was||
|4. How many tourists did not return?||
|5. The tourists on the Botany Trail took||