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Present your 'Course Readiness' certificate to your trainer, as evidence of completion.

Research - Books

Use this Contents page to help you match the information in Column 1 to the correct chapters and pages in Column 2.

Column 1 Column 2
Grilled barramundi
Introduction
Chilled tomato soup
Pavlova
Salads

Recording Telephone Messages - From a Supplier

Listen to the scenario and complete the message.

Click the play button below to listen to the scenario. Video Platform Video Management Video Solutions Video Player

Evacuation Plan

Click on image to enlarge

Click on the three correct answers.

This Evacuation Plan shows:
you are on the ground floor
you are in room 214
the locations of the way out
the location of toilets
the location of fire alarms

Evacuation Plan

Click on image to enlarge

Click on the three correct answers.

In case of fire you should:
leave the building
leave via the elevator
call the Fire Department 000
not use elevators
call the ambulance 000

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

Environmental Issues

Drag and drop to complete the sentences.
sustainable
waste management
natural light
Recycling
re-used
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 byreducing waste, 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 waste being recycled.
3. Hotels can be more energy efficient by using energy saving light globes and increasing the use of
 
.
4.
 
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
 
.
6.
 
refers to being aware of the overuse of products, such as plastics, wood and paper.

Work Roster

Drag and Drop the following employees to show which days they work.
  • Gabby Samuels works on Saturday, Sunday and Monday.
  • Brad Johnson works on Monday, Tuesday and Wednesday.
  • James Border works on Friday, Saturday and Sunday.
  • The Tour Manager works in the middle of the week.
  • Casual employees work the other shifts as needed.
Brad Johnson
Tour Manager
Casual Employees
James Border
Gabby Samuels
Name of Employee Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Matt Hopkins              
               
               
Rebecca Wilson              
               
               
               

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. A complaint may be
an official grievance against the employer
your rights to a fair wage
.
2. Discrimination is the
unfair
fair
treatment of people based on race, gender, marital status, age, disability, religion, or sexual preference.
3. EEO means
Equal Employment Officer
Equal Employment Opportunity
.
4. Employees have the responsibility of following
solution
safety
procedures.
5. Rights may refer to
safe working conditions
unlawful actions
.

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.

3:30 am : 1:50 am : 5:00 pm : 12:15 am : 4:45 pm : 7:55 pm :

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 level
quantity of goods kept on hand
older stock is used before newer stock
2. thermometer
regulates temperature of a fridge
instrument for measuring temperature
3. boiling point
of water is reached at 100°C
of water is 0°C
4. pay period
number of days over which an employee gets paid
records the total hours and minutes worked during a pay period
5. total
to find the value of something using maths
result obtained from adding

Column Graphs

Click on image to enlarge

Drag and drop the correct answers to complete the sentences.

Waste
vertical
14L
10.2L
positive
Energy
Water
horizontal
diagonal
13.2L
3L
negative
The title of the graph is
 
Production.
The
 
axis shows the litres per guest per night.
In the first year the waste was
 
per guest per night.
Between Year Two and Year Three the waste reduced by
 
per guest per night.
The Crowne Plaza Melbourne had a
 
result over the three years.

Par Levels

The Bar Manager needs to order wine. He checks the units on hand against the Par Level and calculates an order.

Write in the correct answers.

Product Par Level Units on hand Units to order
Red Dog Merlot150120
Red Dog Shiraz7540
Black Dog Cabernet9038
Black Dog Merlot8055
Blue Bird Chardonnay359
White Cat Riesling100
Pink Pussy Rose108

Stock Rotation

Drag and drop the stock into order according to stock rotation procedures.

Ratios

Write in the correct answers.

Mix 7 parts bleach with 4 parts water. Write the ratio. :
Dilute 1 part vinegar with 1 part water. Write the ratio. :
Mix 5 parts water with 6 parts chemical. Write the ratio. :
A chemical is diluted in the ratio of 1:20. For every 1L of chemical you need L of water.
Dilute 150mL sanitiser with 550mL 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.

3 September 2015
Entree @ $7.506$45.00
Main @ $186$108.00
Dessert @ $ 106$60.00
Beer @ $74$28.00
Bottle Wine1$25.00
Soft Drink @ $3.506$21.00
SUBTOTAL $
GST $
TOTAL Payable $

Processing Cash Transactions

Drag and drop to show the correct order of procedure.

Enter the price of each item into the register.
Subtotal the sale and tell the customer the total amount.
Call the amount of money given by the customer.
Place the money given on the register.
Ring up the amount given on the Cash Total Button.
Make up the change and count it back to the customer.
Place the amount given into the cash drawer.
Close the cash drawer.
Hand the receipt to the customer.
1.
 
2.
 
3.
 
4.
 
5.
 
6.
 
7.
 
8.
 
9.
 

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   $215$30
$501
 
$130
 
$205$100 50c40
 
$1020
 
20c50
 
$515
 
10c60
 
    5c20$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 bar
Beverage costs
Profit and loss statement
Column 1 Column 2
Businesses need
Overheads
GST

Retail Terms

Drag these words to fit their meanings.

warranty
benefits
shelf life
features
Safety
Storage
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
 
.
5.
 
requirements tell how to use the product safely.
6.
 
requirements tell you how to store a product so that it does not get damaged or spoil.

Time Zones

Select on the correct answer.

1. The International Date Line is an imaginary line that separates calendar day.
2. If you travel east from Greenwich (when it is midday) across 9 Time Zones, the time will be
3. If you travel west from Greenwich (when it is midday) across 7 Time Zones, the time will be
4. If it is 03:00 at ZERO what time will it be in +2hours?
5. Perth and Brisbane are separated by standard Time Zones.

Reservation Data

Drag and drop to the correct spaces.

 
 
 
 
 
 

Bill Jackson arrives at the Howland Hotel at 3pm on 25th July. He has a laptop and 2 suitcases. Bill will stay for 2 nights and dine in the restaurant the second night. Bill cannot eat wheat products. Bill will take a half day historical walking tour of Jasper on 26 July.

Vegetarian
Wheat free
27 July
2 suitcases, 1 laptop
26 July at 6:30pm
25 July 7:00pm
25 July 3:00pm
1 suitcase 1 laptop
Day trip to Jasper Tops 25 July. Departs 8:30
Half day historical walking tour of Jasper 26 July.

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
 
.

Maps

Drag and drop to complete the sentences.

the locations of Shopping Centres and Car Parks
the features shown on a map, and their symbols
to represent rivers and lakes
calculate distances
the location of information guides and bush tracks
1. Town Centre maps may show
 
2. A map legend shows
 
3. Maps use symbols and colour
 
4. Map scales help you to
 
5. A conservation park map may show
 

Head Counts

Select the correct answer.

1. The tour guide organised
5
4
3
2
groups on medium tracks.
2. The expected time for the Ridge Path was
60
50
40
30
minutes.
3. The total head count was
30
33
36
39
.
4. The tour guide did a
hat
head
track
trail
count for each group on departure and return.
5. How many tourists did not return?
2
3
4
5
.
6. The tourists on the Circuit 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
Cappuccino
Café Latte
Flat White

Proof of Age

1. Click on the documents that can be accepted as Proof of Age.

credit card
learner driver permit
loyalty card
18+ 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
Rachel 8/2/1998 17
Yes
No
Ray 10/3/1995
16
17
18
19
20
Yes
No
It is the 3rd of March 2014
Patron Date of Birth Age Remain on Premises
Michelle 10/10/1994
16
17
18
19
20
Yes
David 13/10/1997
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.
19/02/2015 at 1pm
19th February 2015 at 4pm
27/3/15 at 3pm
27th March 2015 at 4pm
01/04/15 at 12 midday
1st April 2015 at 3pm

Venues

Drag and drop to complete each sentence.

1. Room B can be used for a banquet of
 
people.
2. A
 
for 285 can be held in Room A.
3. A conference for 20 people can be held in
 
.
4. As a theatre
 
would hold 300 people.
5. The
 
room is Room C.
130
60
reception
theatre
Room A
Room B
Room C
smallest
largest
70
170
classroom

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