4

Start my learning topics

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

Administration
Accommodation Services
Communication
& Teamwork
Environmental Sustainability
Financial Transactions
Food & Beverage
Ground Maintenance & Repairs
Stock Control
Travel Operations
Tour & Ride Operations
Workplace Health
& Safety
5

Check your course readiness

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

 
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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

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 - 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:
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. 'Amazing' is a
 
hard
 
.
2. The 'Amazing' label gives information on suitability, First Aid and
 
.
3. It is important to avoid contact with
 
when using 'Amazing'.
4. If 'Amazing' is swallowed,
 
.
5. For degreasing, 'Amazing' should be diluted in a ratio of
 
.
suitability
multi-purpose
directions
1 to 5
1 to 15
eyes
ears
nose
induce vomiting
do not induce vomiting
surface cleaner

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 Plan

From the information on the Work Plan answer YES or NO.

Everyone starts work at 9 o'clock.
Yes
No
Everyone leaves work at 5 o'clock.
Yes
No
Lunch goes for 2 hours.
Yes
No
At 10 o'clock each team meets to form a plan.
Yes
No
Individuals work on tasks for 1 hour.
Yes
No
The day's progress is reviewed at 5 o'clock.
Yes
No

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.

Chris has spilled a tray of icecream on the floor in his rush to get food out to the customers. He pushes some of it out of the way and keeps on working.

Date Identify hazard Level of risk
2 - 4		 Severity of
risk 2 - 4		 How to rectify hazard Who will
rectify		 When by Review
               
29 April
Icecreams spilled on the floor. Someone could slip, hurt their head or back, or sprain a muscle.
4
3
Clean up immediately.
Chris
Immediately
29 April
2
All staff
Move shelf to safe area behind bar.

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. 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.

3:30 pm : 6:15 am : 1:50 am : 2:35 am : 12:45 pm : 7:00 pm :

Timesheets

Complete the following timesheet.

Employee: Emma Week Ending: 17/10/2015
  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 11:30-12:30 No break 11:30-12:30 No break
Finish Time pm 4:00pm 3:00pm 5:00pm pm 11:30am
Total hours for the day 9 hours 8 hours 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. FIFO
a method where older stock is used before newer stock
counting of stock and the value calculated
2. danger zone
for food spoilage is between 5°C and 60°C
of water is reached at 100°C
3. analogue clock
has a clockface, 12 numbers and 2 hands
displays time in electronic numbers
4. quantity discrepancy
when goods received have been damaged or spoiled
amount received does not match amount ordered
5. decimal
number system based on number ten
number out of 100

Column Graphs

Click on image to enlarge

Drag and drop the correct answers to complete the sentences.

Customer Service Survey
vertical
30
7
half
No. of customers
Customer Food Satisfaction
horizontal
diagonal
45
10
double
The title of the graph is
 
.
The
 
axis shows the number of customer responses.
Customer service was rated as good by
 
customers.
 
customers rated the service as unsatisfactory.
More than
 
the customers surveyed were pleased with the service.

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 Shiraz140120
Black Dog Merlot9570
Pink Pussy Rose8029
White Cat Riesling6015
Soda Water (packs)357
500mL Orange Juice104
Fresh Lemons100

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

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.

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
10Laundry Powder 5 Kg$15.00$150.00
30Wired Coathangers$0.30$9.00
25Pre stain Spray 200mL$2.00$50.00
8Bleach 5L$12.00$96.00
SUBTOTAL $
GST $
TOTAL Amount 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
Net profit in a restaurant
Cost of goods
Income
Column 1 Column 2
Business plan
Businesses need
Expenses

Retail Terms

Click on the best answer.

1. Another word for warranty is
guarantee
storage
benefits
2. A product's characteristics can also be called
feathers
features
warranty
3. Keeping the product in good condition involves
use
benefits
care
4. The shelf life of a product may be indicated by the
use by date
purchase date
rotation date
5. The good things about a product are its
feathers
benefits
conditions
6. Weight, size and the colour of products may be known as
characteristics
chocolates
choices

Labelling Luggage

Click and drag the information to complete the luggage label.

Daylight
Nightlight
Black family
Brown family
Mrs Brown
443
334
434
5
4
The Brown family are checking into Room 443. They have 5 pieces of luggage and are travelling with the Daylight Tour Group.
Blue Ocean Resort
Name
 
Room
 
# Items
 
Tour Group
 

Copyright

Click on the correct word.

Copyright gives authors the right to
distribute
trademark
 copies of their own work.
A copyright is a law that allows people to use anyone's creation
without
with
 permission.
A tour operator
can
cannot
 change the work of another person without getting permission.

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. Meg and Bill Bowen live in
2. Meg and Bill will be in Room
3. Check-in was on
4. Mr and Mrs Bowen have items of luggage.
5. The Bowens have booked a trip to Jasper Tops.
6. Meg and Bill will leave Jasper on July.

The Travel Agent

Drag and drop the correct three to fit each category.

cancellation fees
travel insurance
deposits
brochures
price lists
timetables
flight information
accommodation
current tariffs
restaurants
borders
music
Terms and Conditions will have information on: Clients may take home: A travel agent may research:

Search Engines

Your client has requested information on packaged tours in the Northern Territory.

Click on the best two words to use with a Search Engine.

Northern Australia
Southern Territory
Northern Territory
trains
transport
tours

Making Coffee

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

Type of Coffee Ingredients Ratios
Cappuccino
Café Latte
Flat White

Online Systems

Click on the correct answer.

Online information systems include the extranet and the Internet.
True
False
The Intranet is a public website.
True
False
An e-ticket is a confirmed booking made on the Internet.
True
False
You get better results by entering specific words into a Search Engine.
True
False
A timetable can be used to find information on accommodation and tariffs.
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.
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

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 needed attention.
2. He reported .
3. Another vehicle was used because the minibus was .