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.


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.


Travel Operations

This section will assess your understanding of Travel Operations topics in the course and the workplace, eg datelines and travel time, conducting tourist activities.


Tour and Ride Operations

This section will assess your understanding of Tour and Ride Operations topics in the course and the workplace, eg driving tours, map reading, operating rides.


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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
Special Requirements
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.

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
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
diagonally opposite
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
Seafood Risotto
Marinated Chicken Wings
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


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


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
dilution rates

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:
Description of Incident:
Employee Explanation:
Names of Witnesses:

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 the correct words to complete the sentences.

waste management
natural light
efficient water usage
Resource use and efficiency
1. A
business is one that has changed the way it does business to reduce the impact on the environment by reducingwaste, recycling, and reducing water use.
2. A good plan for
is one that decreases the amount of waste going into landfill and increases the amount of wastebeing recycled.
3. Hotels can be more energy efficient by using energy saving light globes and increasing the use of
means to treat old products so that they can be
, for example, glass, plastics,aluminium and paper.
5. Hosing down late at night or early in the morning ensures more
refers to being aware of the overuse of products, such as plastics, wood and paper.

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

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 $1.20 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%


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

Processing EFTPOS Transactions

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.

Insert or swipe the card in the EFTPOS machine and wait for processing.
Ask the customer to press Savings, Cheque or Credit account.
Check that the amount displayed is correct.
Ask the customer to enter a PIN or sign.
When approved, give the printout to the customer.
Place the store copy in the correct section of the register.

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.

Labour cost
Balance sheet
Profit and Loss statement
Fees and charges
payments in wages for work done by employees.
a financial overview of the business that summarises what is owned and what is owed at a particular moment in time.
shows the money that has been made and/or lost for a given time period.
attached to bookings or for providing a service, eg, for a transaction, a credit card or cancellation.

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.


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.

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
John White
(08) 1234 5678
Bill Jackson
41 Smith Street, YADONGA
(08) 1234 5678
041 2345 678
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


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 a bourbon and coke.
2. The order for Table No 8 was taken by
3. The order for Table No 8 was for customers.
4. The order for Table 12 was on Docket No
5. Table 3's order is on Docket No
6. served 5 customers.

Standard Recipe Cards (SRCs)

Cocktail: Martini
Portion: 8
Notes (double)
1 cup ice cubes
400mL vodka, chilled
100mL dry vermouth
8 green olives, rinsed

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 'Martini' SRC caters for 8 portions. Double the recipe.

You cannot use a calculator for this question.

2 cups ice cubes
800mL vodka, chilled
200mL dry vermouth
16 green olives, rinsed
4 green olives, rinsed
250mL dry vermouth
600mL vodka, chilled
3 cups ice cubes

Proof of Age

It is the 16th of September 2015
Patron Date of Birth Age Remain on Premises
Rachel 8/2/1999 16
Ray 10/3/1996
It is the 3rd of March 2014
Patron Date of Birth Age Remain on Premises
Michelle 10/10/1993
Bryce 16/11/1996

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
Long Black
Café Latte

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.

Click on the correct answer.

1. Room A can be used for a banquet of people.
2. A reception for people can be held in Room C.
3. A conference for 60 people can be held in .
4. As a , Room C can hold 36 people.
5. holds the largest number of people.

Time Zones

The Earth is divided into 24 Time Zones. Each Time Zone equals 1 hour. If you travel east, you change your clock forwards. If you travel west, you change your clock backwards. The east and west coasts of Australia are separated by 2 Time Zones.

Click on the correct answer.

1. If you travel east from Greenwich (when it is midday) across 8 Time Zones, the time will be
2. If you travel west from Greenwich (when it is midday) across 6 Time Zones, the time will be
3. You are working at an airport in Melbourne and you phone a client in Perth at 12:00. What time is it in Perth?

The Travel Agent

A travel agent documents client information, notes client requests, recommends products, makes clients aware of specific conditions, and receives payments. Travel agents may promote travel packages with specific airlines and hotels.

Drag and drop to complete the sentences.

Terms and Conditions
cancellation fees
1. A travel agent must know how to find information on flights,
and tariffs on the company
. This information may be given to clients in the form of
, price listsand timetables.
2. The travel agent should make the client aware of the Agency's
, including
This should help to avoid
. The travel agent must give the client dates for final

Sales and Quotes

Open the Koala
Resort Offer PDF

A client may require information on transport, accommodation, travel insurance, attractions and events, or places to eat. It is the travel agent's responsibility to tailor a package to suit the client. Resorts often have their own tailor-made tour packages available through Travel Agencies.

Click on the correct answer, TRUE or FALSE.

The holiday special can be taken in August.
All evening meals are included in the cost.
Transport is by boat, bus and car.
Half day Fishing Clinic or canoeing is included.
$100 deposit must be paid by July 7.
The total cost of the package is for a family of 4.

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.

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

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. Ruth and Chris Bowen live in
2. Ruth and Chris will be in Room
3. Check-out will be on
4. Ruth and Chris have items of luggage.
5. access will be required.

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
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

Reading Timetables

In the Tourism industry, timetables give vital information about arrivals and departures of flights, trains and buses. The time may be written in a 12 hour or 24 hour format. This airline timetable is in 24 hour time.

Use this timetable to help you choose the best answer.

Flight BA 007 departs Melbourne at .
Flight AG 1 arrives in Hobart at .
All flights depart .
Flight FL 23 arrives in Perth .
15:30 is the same time as .
5:35pm is the same time as .

Driving Tours - Vehicle Checks

Tour drivers are usually responsible for pre-departure vehicle checks. They should undertake a thorough inspection of their vehicle prior to the commencement of each tour. Any issues arising should be fixed, or an alternate vehicle used.

On 7th October Dave did a pre-departure check on the minibus.

1. He found that the were unsafe.
2. He reported .
3. Another vehicle was used because the minibus .

Driving Tours - Load Capacity

Drivers and tour guides are responsible for packing equipment evenly in tow vehicles and trailers, and making sure that the vehicles are not overloaded. A vehicle should NEVER be loaded beyond the manufacturer's specification.

Match the sentence beginnings and endings.

The safe loading of vehicles is vital in preventing
If a vehicle is overloaded
Load capacity for a vehicle will be found in
The manufacturer's specifications are often found
On a tour, the driver must
injury to people.
tyre blow-outs may occur.
the vehicle manual.
inside the driver's door.
make sure that overloading does not occur.

Ride Safety

Rides, such as Ferris wheels or dodgem cars, are found in amusement parks and agricultural shows. Rides in ski resorts may be cable cars. The basic rules for operation and emergency procedures are similar.

Drag and drop the things a ride operator should check before operating a ride.

Possible hazards
Safety and warning signs
Tidiness and cleanliness
Equipment safety
Bank account
Other attractions
Food outlets

Loading of Rides - Accidents

There are four things to consider when loading rides: the number of riders, the heights of riders, oversized riders, and balancing the ride. Ride accidents may be prevented if ride operators follow safety procedures.

Drag and drop to complete the following sentences.

A 3-year-old girl was
after she was thrown from an
amusement ride. The girl was
centimetres tall. She did not meet the ride's minimum
requirement of 100 centimetres. It was found that she slipped underneath the
bar just after the
had started.

Maps - Types and features

In the Tourism and Hospitality Industry many types of maps are used, including road maps, street maps and topographic maps. Maps use many features, such as legends, symbols, colours, a compass rose and scale bars.

Drag and drop to complete ALL sentences correctly.

Street maps show
Road maps may show
Topographic maps may show
Theme park maps may show
A map legend may show
A North Point diagram shows
roads and streets in a town or city.
railways and major points of interest.
mountains and valleys.
the location of rides and amenities.
a symbol for a hospital.
the direction of North on a map.

Navigational Tools - Maps, Compasses and GPS

Navigational tools help us find our way from one place to another. The most commonly used navigational tools are maps, compasses and Global Positioning Systems (GPS).

Complete all sentences by matching Column A to Column B.

Column A
Compasses show
Grid references are used to
GPS receivers are
Compasses should be kept
A street map is used for
GPS navigation is having
Column B
A)historic town walks.
B)accurately locate places on a map.
C)four intercardinal points.
D)away from metal objects.
E)accurate to within 10 to 15 metres.
F)an incredible impact on the Tourism Industry.

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.

Click on the correct answer.

1. Room A can be used for a banquet of people.
2. A reception for people can be held in Room C.
3. A conference for 60 people can be held in .
4. As a , Room C can hold 36 people.
5. holds the largest number of people.