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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 phone conversation and complete the booking form below.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

You cannot use a calculator for this question.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.