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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.

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 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.

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.

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

Drag and drop to complete the sentences.

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

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.

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.

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.

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.

Drag these words to fit their meanings.

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.

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.

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.

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.

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.

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.

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.

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.