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.


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.


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.


Environmental Control

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


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.


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.



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


Food and Beverage

This section will assess your understanding of Food and Beverage topics in the course and the workplace, eg proof of age, taking orders, coffee service.


Accommodation Services

This section will assess your understanding of Accommodation Services topics in the course and the workplace, eg reading laundry labels, dealing with customers.


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.



This section will assess your understanding of Gaming topics in the course and the workplace, eg using a register, probability.


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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.

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


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.
A team is effective if it fails to achieve its goal.
Team members operate interdependently.
Successful teams function on the strength of the team leader.
Team members work independently to achieve a common goal.
Team members value and use the knowledge and opinions 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 words with their meanings.

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.

diagonally opposite
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
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


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


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
1 to 5
1 to 15
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

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

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.

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

Column 1
Danger Zone
Frozen Zone
Dry Storage
Reheat Zone
Safe Zone
Column 2
A)-18°C to -24°C
B)1°C to 4°C
C)5°C and 60°C
D)75°C and above
E)10°C to 15°C

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.


On Tuesday 25th June, Sam, a new hospitality trainee, is preparing fillings for sandwiches to be made and presented for a conference morning tea at 10am. Sam 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

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 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%


  • 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.

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
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.

shelf life
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
requirements tell how to use the product safely.
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.


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
Breaks during work hours
Meetings after work
(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
3 Day Kakadu Tours (NT)
Generation Bus Travel (TAS)
Barossa Wine Tour (SA)
Margaret River Surfing Comp (WA)
Chalet Treetops
Parliament House (ACT)


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. Table No ordered 2 gin and tonic.
2. The order on Docket No 2 was taken by
3. The order taken by SN was for customers.
4. The order for Table 12 was on Docket No
5. Table 8's order is on Docket No
6. served Table 8 2 beers and a glass of wine.

Standard Recipe Cards (SRCs)

Cocktail: Mojito
Portion: 2
Notes (double)
10 mint leaves
1/2 lime
2 tablespoons caster sugar
1 cup ice cubes
40mL white rum
100mL soda water

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 SRC for 'Mojito' caters for 2 portions. Double the recipe.

You cannot use a calculator for this question.

20 mint leaves
1 lime
4 tablespoons caster sugar
2 cups ice cubes
80mL white rum
200mL soda water
2 limes
2 cups crushed ice
20mL white rum
5 mint leaves

Proof of Age

It is the 16th of September 2015
Patron Date of Birth Age Remain on Premises
Rachel 8/2/1998 17
Ray 10/3/1995
It is the 3rd of March 2014
Patron Date of Birth Age Remain on Premises
Michelle 10/10/1994
David 13/10/1997

When working in licensed premises there is a legal requirement not to serve people under the age of 18. Patrons must be able to prove they are 18 or over by showing proof of age. This may be a Driver Licence, Learner Driver Licence, Proof of Age card or Passport.

Calculate the ages and indicate if the patrons can remain on the premises. Click on the correct answers.

Making Coffee

Coffee has become just as important as having good food and wine on a menu, and some businesses in the Hospitality industry are based around serving great coffee. Understanding ratios is very important when it comes to making good coffee.

Use the table to find the ingredients and work out the ratios.

Type of Coffee Ingredients Ratios
Café Latte
Flat White
Long Black

Measuring Liquids

Liquid measurements are used in both the bar and the kitchen. In accordance with industry standards, alcohol measurements need to be exact when pouring drinks and mixing cocktails. Liquids are measured in millilitres (mL) and litres (L).

How much liquid is in the jug? Drag and drop the correct amount and unit of measurement.


Venues and Events - Indoor

When planning an indoor event, you need to know the type of venue, the expected number of people, and how many people will fit. Many hotels have function rooms of different sizes that can be arranged according to the type of function and the number of people expected.

Drag and drop to complete each sentence.

1. Room C can be used for a banquet of
2. A
for 170 people can be held in Room B.
3. A conference for 96 people can be held in
4. As a theatre
would hold 70 people.
5. The
room is Room A.
Room A
Room C
Room B


In the Tourism and Hospitality industry we often need to complete forms or documents. In hotels and resorts this may occur in reception, the kitchen and bar areas, and in housekeeping. Sometimes abbreviations are used. Abbreviations provide a short-cut to writing common messages.

Drag and drop the meanings to match their codes.

to be confirmed
to be advised
vacant clean
vacant dirty
very important person
as soon as possible
estimated time of arrival

Hotel Staff - At Check-Out

At hotels and resorts the Front Desk receptionist and Housekeeping play important roles in providing services to guests. Good communications are essential between Reception and Housekeeping.

Drag and drop the things a receptionist may do at Check-Out.

receives guest surveys
gets dockets from housekeeping
greets guests with a smile
receives keys or keycards
thanks the guest for staying
receives payments
finalises account
directs guests to rooms
inspects rooms
closes the guest's file

Laundry Care Symbols

It is important that you understand how to select laundry methods according to labelling. There are many symbols used, such as those for wash, bleach, dry clean, tumble dry, and iron. Symbols usually have written information as well.

Drag the symbol to its meaning.

Click on the image to zoom in
Can use any bleach when needed
Do not tumble dry
Use medium heat iron
Can be dry cleaned - any solvent
Wash on permanent press cycle


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. Four customers ordered for their main course.
6. The least popular dessert was

Standard Recipe Cards (SRCs)

  16 People Double Unit
Eggs (55grams) 9 5 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   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. Adjust the recipe to cater for 8 people. You cannot use a calculator for this question.

New Quantities

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.

The chef at NODES restaurant has 7 portions of Chocolate Gateaux left. He has forgotten to tell the wait staff, and an order has been taken for 8.

Should he:

cut one piece into 2 and have different sized servings?
tell the customers that there is no chocolate gateaux left?
cut all pieces into 2 and charge the same amount?
tell the customers there are only 7 portions left and suggest something else?

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.

You are preparing lunch for 15 people. Drag and drop the amounts you need to order.

1000g = 1kg and 1000mL = 1L
Order form for ingredients: 15 pax
Item Per-person Total
Pizza 2  
Sausage Rolls 3  
Bread 2 30
Sliced Meat 80g  
Bottled Water 1  
Orange Juice 120mL  


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 25g, 50g, , 100g
Question 2 Question 3
This jug increases in increments of This dial increases in increments of


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.

Drag and drop the word to its meaning.

mise en place
logical sequence
1. shows the order of tasks and time needed to complete each task
2. the period of time over which something takes place
3. the preparation needed for the dishes to be served
4. to approach tasks in the best order
5. to work effectively as part of a team


3 weights maximum 3 weights maximum 2 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.


Probability is the likelihood of something happening. Numbers can be used to describe probability on a Probability Scale, where 0=impossible, 1/2 =even, and 1 = certain. The chance of an event happening may also be described as highly likely or unlikely.

Drag the following to the best places on the Probability Scale.

The winning horse in a race will receive
a prize
In summer the temperature in Darwin
will be greater than 5°C
Tossing a 50 cent coin and getting tails
Tossing a die and getting a 5
Meeting someone who is less than
50cm tall

Gaming and Wagering

Hotels and clubs may have gaming and wagering areas. Customers can play a variety of games, or place bets at the TAB.

Click on the best answer.

1. Three examples of gaming are:
2. Three examples of wagering are:
3. Wagering can also be called:
4. Messages from the TAB terminal include information about:
5. A Daily Double is when you pick:

Cash Floats

A float is a set amount of cash made up of a range of denominations of notes and coins. It is important to count the float before starting your shift. In some establishments you will need to fill in a Cash Float Record Sheet.

Fill in the Cash Float Record Sheet. You may use a calculator.