4

Start my learning topics

Topics in which you are strong are coloured blue
and the ones that need further study are in red

5

Check your course readiness

When you have completed all the above topics, you can do the Course Ready Quiz.

 
0%

Go to Course ready quiz

6 Course readiness certificate

Course readiness certificate

Congratulations!!

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
Joy Pops
Bean Mix Salad
Eggplant Lasagne
Beef Stew
Coconut Smoothie

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. Video Platform Video Management Video Solutions Video Player
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:
you are on the 2nd floor
the location of entrances
the location of fire extinguishers
you are in room 210
the locations of exits

Evacuation Plan

Click on image to enlarge

Click on the three correct answers.

In case of fire you should:
take everyone to the smallest room
activate the alarm
remove everyone from danger
close all doors and windows
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 Roster

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

Customer Records

On October 2 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 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. Fill in the customer record sheet correctly.

Christmas Party, 17th Dec
Royal Hotel
50-60 Guests
Reply Oct 20
Christmas Party, 20th Oct
Royal Hotel
50-60 guests
Reply 20th Oct
Bill Jackson
WILLIAMS, John
John White
41 Smith Street, YADONGA
johnwilliams@littlecreek.com.au
(08) 1234 5678
041 2345 678
Name
WILLIAMS, John
Address
41 Smith Street, YADONGA
Phone
(08) 1234 5678
Mobile
041 2345 678
Email
johnwilliams@littlecreek.com.au
Requirements/Notes
Christmas Party, 17th Dec
Royal Hotel
50-60 Guests
Reply Oct 20

Risk Assessment

Read the scenario. Assess the Level and Severity of Risk. Drag and drop the best answers to complete the form.

Jane is a kitchen hand. She is in charge of washing up and storing all kitchen items. She puts the kitchen utensils in one big drawer, including the knives.

Date Identify hazard Level of risk
2 - 4
Severity of
risk 2 - 4
How to rectify hazard Who will
rectify
When by Review
               
20 October
Knives in same drawer as other utensils. Could easily cut fingers.
4
2
Relocate knives to drawer on their own.
Jane
Within a week
27 October
3
Staff
John must point pot handles pot handles in the other direction.

Hand Washing

Drag and drop to show the correct procedure

Wet your hands.
Apply soap.
Lather and scrub for 20 seconds.
Rinse for 10 seconds.
Turn off tap.
Dry your hands.
1.
 
2.
 
3.
 
4.
 
5.
 
6.
 

Policies

Click on the best answer.

1. A complaint is
an official record of grievance
using discriminating language
.
2. Discrimination is
a racial grievance
unfair treatment of another person based on race
.
3. WHS means
Workplace Health and Safety
Workplace Health and Security
.
4. When you are given duties they become your
rights
responsibilities
.
5. Safety clothing is called
Personal Protective Equipment
Personal Protection Suit
.

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 : 7:45 pm : 2:55 am : 10:00 pm : 12:20 am : 5:30 am :

Timesheets

Complete the following timesheet.

Employee: Craig Week Ending: 25/10/2015
  Monday Tuesday Wednesday Thursday Friday Saturday
Start Time 7:00am 7:00am am pm 8:00am 7:00am
Lunch 11:00-12:00 11:00-12:00 11:00-12:00 No break 11:30-12:30 No break
Finish Time 2:00pm 4:00pm 4:00pm 4:00pm pm am
Total hours for the day hours hours 7 hours 3 hours 8 hours 3.5 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.

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 9 parts water with 6 parts vinegar. Write the ratio. :
Dilute 1 part acid with 20 parts water. Write the ratio. :
Mix 1 part chemical with 1 part water. Write the ratio. :
A chemical is diluted in the ratio of 5:50. For every 5mL of chemical you need mL of water.
Dilute 250mL bleach with 650mL water. How many mL are there in total? mL

Cash Transactions

The Smith family is charged $173.50 for two nights of accommodation. Mr Smith gives the receptionist $200.

How much change should Mr Smith receive? $

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.

The prices are entered into the register.
The prices are totalled and the customer told.
The amount given by the customer is called.
The money given by the customer is placed on the register.
The amount given is entered on the register.
The change is given to the customer.
The amount given is put into the cash drawer and the drawer closed.
The receipt is given to the customer.
1.
 
2.
 
3.
 
4.
 
5.
 
6.
 
7.
 
8.
 

Cash Floats

Drag and drop to complete the Cash Float Record Sheet.

$70
$50
$100
$15
$5
$75
$8
$150
$275
$425
$40
$25
$160
$4
Notes Number Amount Coins Number Amount
$100   $235
 
$501
 
$150$50
$205
 
50c30
 
$105$50 20c25
 
$515
 
10c80
 
    5c40$2
Total Notes$275 Total Coins
 
Total Notes
 
Float Total
 

Financial Management

Match Column A with Column B.

Column 1 Column 2
Net profit in a bar
Labour cost
Financial statement
Column 1 Column 2
Businesses need
Income
Fees and charges

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

Labelling Luggage

Click and drag the information to complete the luggage label.

Mr Black
Mr and Mrs Brown
Mr and Mrs Black
612
621
162
4
5
Sunshine
Starshine
Mr and Mrs Black from Starshine Tours have arrived early and need to leave their luggage in the storeroom. They have 4 suitcases and will be in Room 612.
Blue Ocean Resort
Name
 
Room
 
# Items
 
Tour Group
 

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. Colin Bowen lives in
2. Colin will be in Room
3. Check-in was on
4. Colin Bowen has items of luggage.
5. Colin will need to have food.
6. Colin has booked a trip to Jasper Tops.

The Travel Agent

Drag and drop to the correct places.

website
accommodation
tariffs
brochures
Terms and Conditions
deposits
cancellation
insurance
Terms and Constellations
payments
1. A travel agent may search the company
 
for information on travel,
 
vacancies and
 
.
2. A travel agent may give clients travel
 
, flight information, and the Agency's
 
.
3. Specific information on the Terms & Conditions should be pointed out, such as
 
and payments,
 
fees and travel
 
.

Making Coffee

Use the table to find the ingredients and work out the ratios.

Type of Coffee Ingredients Ratios
Flat White
Long Black
Cappuccino

Online Systems

Click on the correct answer.

A Global Distribution System is an online information system used by the police.
True
False
The Internet can send and receive all kinds of information.
True
False
An e-brochure cannot be accessed online.
True
False
You should enter specific words into Search Engines.
True
False
.au at the end of a web address means Australia.
True
False

Check-In

Click on the 6 things a receptionist may do at Check-In.

greet the guest with a smile.
take laundry to Housekeeping
allocate rooms.
answer guests' questions.
hand out keys
take guests to their accommodation
check televisions work
make coffee for the guests
direct guests to their accommodation.
attend to special needs of guests.

Chronological Ordering

Drag and drop to sort the hotel guests in order of their arrivals.

1.
2.
3.
4.
5.
6.
12/09/15 at 1pm
12th September 2015 at 2pm
01/10/2015 at 2pm
1st October 2015 at 3pm
4/10/15 at 12 midday
4th November 2015 at 12 noon

Safety Signs

Drag the sign to the correct description.

Prevent injuries. Keep back straight when lifting
Dangerous chemicals are locked in here
Shows the location of fire-fighting equipment
Personal Protective Equipment you must wear when handling chemicals
Do not touch this machine

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 was .