3 Check your knowledge quiz

Check Your Knowledge

Click on an icon above to select a topic to check your knowledge.

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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Environmental Control

This section will assess your understanding of Environmental Sustainability topics in the course and the workplace. eg recycling, resource efficiency.

 
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Financial Transactions

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.

 
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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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Guiding

This section will assess your understanding of Guiding topics in the course and the workplace, eg conducting tourist activities.

 
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Recording Telephone Messages - From Suppliers

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 scenario and complete the message.

Scenario
Fred Snapper from Fishy Business called to inform Sam, the chef, that a special order of Red Emperor could not be supplied on the requested date due to unforeseen circumstances. However, if the chef would like, the order can be replaced with Red Throat Emperor. Please have Sam return the call. Fred called at 10am on the 13th September. Fred's phone number is 09 999 999.
Click the play button below to listen to the scenario. Video Platform Video Management Video Solutions Video Player

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.

Click on TRUE or FALSE for the following statements.

The progress of a team depends on the input of all team members.
True
False
A team is effective if it fails to achieve its goal.
True
False
Team members operate interdependently.
True
False
Successful teams function on the strength of the team leader.
True
False
Team members work independently to achieve a common goal.
True
False
Team members value and use the knowledge and opinions of others.
True
False

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 words with their meanings.

complaint
discrimination
harassment
responsibility
unlawful
An official record of a grievance against another worker or the employer.
The unfair treatment of others, based on race, gender, marital status, age, disability, religion, or sexual preference.
When someone is made to feel intimidated, insulted or humiliated.
Taking care of your own duties and answering for your actions.
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.

beside
diagonally opposite
In
Opposite
outside
on the corner of
The Hospital is
 
the Police station.
The cafe is
 
the Hospital.
 
Topaz Street you will find the bus station.

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
Boned Stuffed Leg of Lamb
Introduction
Vegetables
Pistachio Icecream
First Courses
Column 2
A)Chapter 6, page 140
B)Chapter 7, page 172
C)Page 6
D)Chapter 3, page 58
E)Chapter 2, page 22

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 help in providing:
3. A housekeeping survey may give feedback on the:

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 1 part bleach with 9 parts water. :
2. Dilute 1 part acid with 20 parts water. :
3. Mix 3 parts chemical with 1 part water. :
4. Dilute 250mL bleach with 450mL water. How many mL are there in total? mL
5. Mix 5mL vinegar with 30mL 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.

'Amazing' is a multi-purpose hard surface cleaner.

Drag and drop to complete the sentences.

1. The 'Amazing' label gives information on suitability, First Aid and
 
.
2. It is important to avoid contact with
 
when using 'Amazing'.
3. If 'Amazing' is swallowed,
 
.
4. For degreasing, 'Amazing' should be diluted in a ratio of
 
.
suitability
directions
1 to 5
1 to 15
eyes
ears
nose
induce vomiting
do not induce vomiting

Workplace Health & Safety (WHS) - Maintenance Request

Forms help workplaces collect information exactly the way they need it. They may look different in different workplaces, but basically they record similar information. WHS forms include: Employee Incident Reports, Risk Assessment Forms and Maintenance Request Forms.

On December 14 Arney Hutchins is working in the back section of the kitchen, and discovers that the fire sprinkler is badly damaged. He is concerned because it is the only sprinkler in the back of the kitchen so it needs to be repaired immediately. At about 2 o'clock Arney fills out a Maintenance Request Form. He then takes it to his supervisor.

Choose the correct facts about the maintenance problem

WHEN
Date and time of request
2pm, December 14
1 pm, Last Thursday
2pm, December 15
11am, today 14
WHO
Person reporting problem
Anabelle Hutchins
Arney
Arney Hutchins
Arney Smith
WHERE
is the problem? Work location
In the hotel lobby
In the kitchen
In the bathroom
In the restaurant
WHAT
is the problem? Description of work/repair
Broken stove
Damaged fire sprinkler
Broken chairs
Broken glass
PRIORITY
Low - within the week
Medium - in 24 hours
Next month
High - same day

Environmental Strategies

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 these environmental strategies to the correct categories.

Replace disposable plastic plates and cutlery with bamboo products.
Compost food waste.
Introduce paper recycling bins in hotel rooms.
Train Housekeeping to turn off lights after cleaning hotel rooms.
Maximise use of natural light.
Install dimmers on lighting.
Report leaking taps as soon as possible.
Have a re-use system for towels in hotel rooms.
Use sprinkler systems in the evenings.
Waste Management Energy Management Water Management
Rotate stock and order carefully.
Have a re-use system for towels in hotel rooms.
Purchase washing machines that use minimal water.

Measuring Environmental Impact

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.

1) The third graph shows that between Year One and Year Two, waste production per guest per night.
2) The second graph shows that in Year Three the water usage was per guest per night.
3) Levels of energy usage, water usage, and waste production over the three years.
4) The first graph shows a decrease in in Years Two and Three.

Cash Purchases

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 $1.40 each, and a local crafted puppet for $15.00.
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

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%

Calculate:

  • the price of the laundry powder
  • the price of the stain spray
  • the subtotal
  • the GST
  • the total amount payable

Closing a Payment Point

At the end of the working day payment points must be closed. A reading is taken of the business transacted during the day, cash and other payments are counted; the float is counted and handed over to the authorised personnel. When closing a payment point there is a general order of steps that should be followed.

Drag and drop the steps into the correct order to follow when balancing a register.

1.
2.
3.
4.
5.
6.
Remove all cash and non-cash transactions from the register.
Separate the float from the rest of the cash in the register.
Count the cash.
Calculate the non-cash receipts accurately.
Record the store takings on a counting sheet.
Check the balance between the register and calculated sum recorded.

Financial Terms

Within the Hospitality and Tourism industry, there are a range of terms associated with costing and basic financials.

Match the term with the definition.

Food and Beverage Cost
Overheads
GST
Income
amount to pay for purchasing ingredients to makes dishes and drinks.
all the outgoing expenses linked to a business, such as rent, power, materials, equipment, repairs and maintenance.
a tax that is charged on all goods and services within a business and then paid to the Taxation Department.
money that is generated by a business in the hospitality industry, eg, by selling food and beverages, or providing accommodation.

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. Stock rotation ensures .
2. FIFO stands for .
3. A wide variety of is available at the kiosk.
4. Counting of stock in a hotel or restaurant is called a .
5. Bottles of orange juice have the following USE BY dates. Which should be sold first? .
6. FIFO is an important procedure for goods that may .

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.

Drag these words to fit their meanings.

warranty
benefits
shelf life
features
Safety
Storage
1. Another word for guarantee is
 
.
2. The
 
of a product are the good things about it.
3. The
 
of a product tells how long it is suitable for use.
4. The weight, size and colour of a product may be known as its
 
.
5.
 
requirements tell how to use the product safely.
6.
 
requirements tell you how to store a product so that it does not get damaged or spoil.

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 - Memorandum

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.

Jill Benson, the manager of the Royal Hotel is concerned that the kitchen and bar staff are taking too many short breaks during work hours. She wants to remind staff that a paid morning tea break should be limited to 15 minutes and lunch is strictly 1 hour.

She sends a memo to the kitchen and bar staff. How should Jill write the memo?

Drag and drop from the Word Box to the memorandum.

Please remember that lunch breaks are 2 hours only; morning tea is 15 minutes.
Please remember that lunch breaks are strictly 1 hour; morning tea is limited to 15 minutes.
All kitchen and bar staff
Jack Benson
Jill Benson
Kitchen staff
16/11/15
Breaks during work hours
Meetings after work
JB
BJ
To:
 
From:
 
Date:
 
Subject:
 
Message
 
(initials of sender)
 

Computer Office Programs - Spreadsheets

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.

Numerical data
information is presented in tables
Financial reports are
are identified by letters
 
is best presented in a spreadsheet.
Spreadsheets should be used when
 
.
 
often created in spreadsheets.
The columns in a spreadsheet
 
.

Reference Systems - Geographical Filing

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.

In a travel agency information is filed geographically. For example, states and territories in Australia may have their own filing drawer for related information, such as accommodation and attractions.

Click and drag the following information into their correct subject folder.

Rainforest Tour Company (QLD)
Dreamworld (QLD)
Great Barrier Reef (QLD)
Stokes Hill Hotel
(NT)
3 Day Kakadu Tours (NT)
Generation Bus Travel (TAS)
Barossa Wine Tour (SA)
Margaret River Surfing Comp (WA)
Chalet Treetops
(VIC)
Parliament House (ACT)

Intellectual Property - Copyright

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.

Drag and drop the correct words into the gaps.

copyright
distribute
illegal
musicians
permission
trademark
legal
computers
1. A
 
is a law that allows people to use any document with permission.
2. Copyright gives the author the right to make or
 
copies of their work.
3. It is
 
to use someone's work without seeking their permission first.
4. Copyright allows authors,
 
, and artists to make money from their creations.
5. It is all right to translate an author's work from one form to another with
 
.

Reservation Data

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.

1. Meg and Bill Bowen live in
2. Meg and Bill will be in Room
3. Check-in was on
4. Mr and Mrs Bowen have items of luggage.
5. The Bowens have booked a trip to Jasper Tops.

Tourism Activities - Checklists

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
5
4
3
2
groups on medium tracks.
2. The expected time for the Ridge Path was
60
50
40
30
minutes.
3. The total number of tourists was
30
33
36
39
.
4. How many tourists did not return?
2
3
4
5
.
5. The tourists on the Circuit Track took
40
45
50
55
minutes.