You are now course ready for the certificate of your choosing.
Present your 'Course Readiness' certificate to your trainer, as evidence of completion.
Research - Books
Click on image to enlarge
Use this Index page to help you match the information in Column 1 to the correct pages in Column 2.
Column 1
Column 2
Greek Salad
Coconut Pancakes
Custard Tart
Beef Stroganoff
Honey Chicken thighs
Recording Telephone Messages - Room Service
Listen to the telephone conversation and complete the Room Service Request Form. Click on the correct answers.
Click the play button below to listen to the phone conversation.
203
202
201
Freeman
Whiteman
Freedom
extra pillow
extra bath mat
extra towel
12/11/2015 10:15pm
21/11/2015 10:25am
21/11/2015 10:30am
James
John
Jane
Evacuation Plan
Click on image to enlarge
Click on the three correct answers.
This Evacuation Plan shows:
where you are
you are on the 3rd floor
the locations of exits
the location of amenities
the location of fire extinguishers
Evacuation Plan
Click on image to enlarge
Click on the three correct answers.
In case of fire you should:
close all doors and windows
stay in the building
leave the building
activate the alarm
open all windows and doors
Handling of Chemicals
Click on image to enlarge
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.
Drag and drop to complete the sentences.
1. 'Kleenshine' is a
polish for vinyl
.
2. The 'Kleenshine' label gives information on dilution rates, First Aid and
.
3. It is important to avoid prolonged contact with
when using 'Kleenshine'.
4. If inhalation of 'Kleenshine' occurs,
.
5. 'Kleenshine' should be diluted in a ratio of
.
1:400
1:40
cleaner
eyes
ears
skin
move into the fresh air
induce vomiting
dilution rates
safety
floors
Improving Resource Efficiency
Click on TRUE or FALSE.
Accurate stock calculations are important to reduce food wastage.
True
False
Using environmentally friendly products improves resource efficiency.
True
False
Replacing bamboo products with plastic products helps with waste management.
True
False
Using biodegradable products assists in reducing food costs.
True
False
The 4 R's are: reduce, re-use, recycle and recover.
True
False
Work Plan
From the information on the Work Plan answer TRUE or FALSE.
Work starts at 8 o'clock.
True
False
Everyone leaves work at 6 o'clock.
True
False
Lunch goes for 60 minutes.
True
False
Morning tea is at 11:00.
True
False
At 2 o'clock individuals work on tasks.
True
False
The day's progress is reviewed at 5:00.
True
False
Memos
Jill Benson, manager of the Royal Hotel, is concerned that the kitchen and bar staff are taking too many breaks during work hours. She wants to remind them that a paid morning tea break is limited to 15 minutes and lunch is strictly 1 hour.
She sends a memo to the kitchen and bar staff.
Drag and drop from the Word Box to create the memo.
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)
Risk Assessment
Read the scenario. Assess the Level and Severity of Risk. Drag and drop the best answers to complete the form.
The glass shelf is in a location where it could easily be bumped. The glasses on the shelf could fall onto an employee and break.
Date
Identify hazard
Level of risk 2 - 4
Severity of risk 2 - 4
How to rectify hazard
Who will rectify
When by
Review
Nov 19
Glass shelf in hallway holding glasses. Could be bumped. Broken glasses could cause cuts.
4
3
Move shelf to safe area behind bar.
Manager
Within a week
Nov 26
2
Immediately
Clear exit so that staff can leave the kitchen easily.
Hand Washing
Drag and drop to show the correct procedure
Wet
Apply
Scrub
20 seconds
10 seconds
Turn off
Dry
Turn on
Rub
Add
1.
your hands.
2.
soap and lather.
3.
for
.
4. Rinse for
.
5.
tap.
6.
your hands with paper towel.
Policies
Click on the best answer.
1. Harassment is when someone is made to feel
responsible
humiliated
.
2. Discrimination is when a person treat others
unfairly
fairly
as specified under Human Rights legislation.
3. An employer needs to provide a
safe
cheerful
environment.
4. Jack listens to his iPod while he backs up the forklift. He runs into his boss. Jack is abusing
a right
his responsibilities
.
5.
PPE
PE
equipment must be worn if you are using dangerous machinery.
Temperature
Read the temperature on the thermometers and temperature gauges and choose the best answer.
Time
Write in the correct 24 hour times. One has been done for you.
4:15 pm :
9:30 am :
8:00 pm :
5:25 am :
12:10 pm :
6:45 am :
Timesheets
Complete the following timesheet.
Employee: John
Week Ending: 21/10/2015
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Start Time
7:00am
am
8:00am
pm
8:00am
8:00am
Lunch
11:00-12:00
11:00-12:00
11:00-12:00
No break
11:30-12:30
No break
Finish Time
4:00pm
4:00pm
pm
5:00pm
pm
11:30am
Total hours for the day
hours
8 hours
8 hours
4 hours
7 hours
hours
Total hours for the week
hours
Terminology
Match the word with its meaning. Click on the correct answer.
1. stock rotation
older stock is used before newer stock
quantity of goods kept on hand
2. temperature gauge
instrument that displays temperature in degrees
checks the accuracy of a measuring instrument
3. pm
indicates time period from midnight to midday
indicates time period from midday to midnight
4. quality discrepancy
when goods received have been damaged or spoiled
amount received does not match amount ordered
5. minority
larger part of a group
smaller part of a group
Column Graphs
Click on image to enlarge
Drag and drop the correct answers to complete the sentences.
Water
vertical
562.8L
218.3L
reduction
Waste
Energy
horizontal
diagonal
377L
595.3L
production
The title of the graph is
Usage.
The
axis shows the litres per guest per night.
In the second year
of water was used per guest per night.
Between Year One and Year Three the water usage decreased by
per guest per night.
The Crowne Plaza Melbourne had a
in the use of water over three years.
Par Levels
The Bar Manager needs to order wine and other supplies. He checks the units on hand against the Par Level and calculates how many units to order.
Write in the correct answers.
Product
Par Level
Units on hand
Units to order
Red Dog Shiraz
140
120
Black Dog Merlot
95
70
Pink Pussy Rose
80
29
White Cat Riesling
60
15
Soda Water (packs)
35
7
500mL Orange Juice
10
4
Fresh Lemons
10
0
Stock Rotation
Drag and drop the stock into order according to stock rotation procedures.
Ratios
Write in the correct answers.
Mix 5 parts water with 3 parts chemical. Write the ratio. :
Dilute 1 part vinegar with 2 parts water. Write the ratio. :
Dilute 1 part sanitiser with 1 part water. Write the ratio. :
A chemical is diluted in the ratio of 2:50. For every 2L of chemical you need L of water.
Mix 55mL vinegar with 300mL water. How many mL are there in total?mL
Cash Transactions
Mr Jones was charged $118.50 for a meal. He gives the cashier $150.
He receives $ change.
Drag and drop the correct change.
Tax Invoices and GST
A Goods and Services Tax (GST) of 10% is added to most purchases in Australia.
On the following Tax Invoice calculate and write in the subtotal, the GST of 10%, and the Total amount payable.
Tax Invoice
To:
Wyatt Hotel
116 Larkin Pde
Cannington WA 6107 Date: 24 March 2015
Smiths Laundry Supplies
75A Donne Street
Cannington WA 6107
ABN: 47 123 455 271
Quantity
Description of Supply
Unit Price
Total
10
Laundry Powder 5 Kg
$15.00
$150.00
30
Wired Coathangers
$0.30
$9.00
25
Pre stain Spray 200mL
$2.00
$50.00
8
Bleach 5L
$12.00
$96.00
SUBTOTAL
$
GST
$
TOTAL Amount Payable
$
Processing EFTPOS Transactions
Drag and drop to show the correct order of procedure.
The customer inserts or swipes the card in the EFTPOS machine.
Wait for processing.
The customer presses Savings, Cheque or Credit account.
The amount displayed is checked.
The customer enters a PIN or signs.
When approved, the customer is given the receipt.
The store copy is placed in the register.
1.
2.
3.
4.
5.
6.
7.
Cash Floats
Drag and drop to complete the Cash Float Record Sheet
$50
$30
$20
$200
$10
$75
$6
$425
$97
$522
$40
$95
$512
$4
Notes
Number
Amount
Coins
Number
Amount
$100
$2
15
$30
$50
1
$1
30
$20
5
$100
50c
40
$10
20
20c
50
$5
15
10c
60
5c
20
$1
Total Notes
Total Coins
Total Notes
$425
Float Total
Financial Management
Match Column A with Column B.
Column 1
Column 2
Gross profit in a restaurant
Food costs
Balance sheet
Column 1
Column 2
Businesses need
Overheads
GST
Retail Terms
Click on the best answer.
What is an example of a product's features?
barcode
colour
price
Safety information is necessary to:
prevent injuries
explain features
care for a product
The use by date shows
how a product works
the shelf life
the price
The warranty of a product is the
shelf life of the product
benefits of a product
written guarantee
Storage
Safety
Warranty
information tells how to avoid damage or spoilage of a product.
The good things about a product are its
feathers
benefits
conditions
Copyright
Click on the correct answer.
Copyright gives authors the right to make or distribute copies of their own work.
True
False
A copyright is a law that allows people to use the work of others without permission.
True
False
A tour operator can modify and use the work of other people with their permission.
True
False
Time Zones
Select on the correct answer.
1. Each Time Zone equals
2. If you travel east from Greenwich (when it is midday) across 6 Time Zones, the time will be
3. If you travel west from Greenwich (when it is midday) across 3 Time Zones, the time will be
4. If it is 15:00 at ZERO what time will it be in -2hours?
5. You are working in a travel agency in Perth and you phone a client in Sydney at 11:00 AWST. What time is it in Sydney?
Reservation Data
Select 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 haveitems of luggage.
5. access will be required.
6. Ruth and Chris have a restaurant booking for .
The Travel Agent
Drag and drop to the correct places.
accommodation
website
brochures
Terms and Conditions
cancellation fees
complaints
payments
Terms and Constellations
payable
1. A travel agent must know how to find information on flights,
and tariffs on the company
.
2. This information may be given to clients in the form of
, price listsand timetables.
3. The travel agent should make the client aware of the Agency's
, including
. This should help to avoid
.
4. The travel agent must give the client dates for final
.
Search Engines
You work in a travel agency and your customer wants information on attractions in New York.
Click on the best two words to use with a Search Engine.
Australia
America
attractions
New Orleans
New York
New Jersey
Maps
Drag and drop to complete the sentences.
schools and swimming pools
a symbol for a lighthouse
to represent water and vegetation
accurately locate places on a map
the location of car parks and historic sites
1. Town maps may show
2. A map legend may show
3. Maps use symbols and colour
4. Grid references are used to
5. A conservation park map may show
Head Counts
Select the correct answer.
1. The tour guide organised
2
3
4
5
groups on easy tracks.
2. The expected time for the Gully Track was
30
40
45
60
minutes.
3. The total head count was
30
33
36
39
4. The tour guide did a
hat
track
head
trail
count for each group on return.
5. How many tourists did not return?
2
3
4
5
6. The tourists on the Lookout Track took
40
45
50
55
minutes.
Making Coffee
Use the table to find the ingredients and work out the ratios.
Type of Coffee
Ingredients
Ratios
Long Black
Flat White
Café Latte
Proof of Age
1. Click on the documents that can be accepted as Proof of Age.
proof of age card
passport
debit card
student card
2. Calculate the ages and indicate if the patrons can remain on the premises. Click on the correct answers.
It is the 16th of September 2015
Patron
Date of Birth
Age
Remain on Premises
Paul
17/3/1995
20
Yes
No
Christine
28/2/1998
16
17
18
19
20
Yes
No
It is the 3rd of March 2014
Patron
Date of Birth
Age
Remain on Premises
Lynda
19/6/1995
16
17
18
19
20
Yes
David
16/1/1998
16
17
18
19
20
Yes
No
Online Systems
Click on the correct answer.
The intranet and extranet are online information systems used by travel agents.
True
False
Global Distribution System is a computer system used for making bookings.
True
False
An e-ticket is a paper ticket issued to the customer.
True
False
Search Engines are used to locate information on the Internet.
True
False
Government websites provide unreliable information.
True
False
Chronological Ordering
Drag and drop to sort the hotel guests in order of their arrivals.
1.
2.
3.
4.
5.
6.
06/06/15 at 12 noon
6th June 2015 at 3pm
15/7/15 at 12 midday
15th July 2015 at 1pm
28/07/2015 at 1pm
28th August 2015 at 3pm
Venues
Select the correct answer.
1. Room A can be used for a banquet ofpeople.
2. A reception forpeople 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.
Pre-Departure 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.
Select the correct answer.
1. He found that theneeded attention.
2. He reported.
3. Another vehicle was used because the minibus was.
Smiths Laundry Supplies
