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Are You Smarter Than a 5th Grader?
Are You Smarter Than a 5th Grader?
1,000,000
Working with Colleagues & CustomersWorking with Colleagues & Customers Working in a Socially Diverse Environment
Follow Health, Safety & Security ProceduresFollow Health, Safety & Security Procedures Follow Workplace Hygiene
Organise & prepare FoodOrganise & prepare Food General Knowledge
Clean & Maintain Kitchen Premesis Clean & Maintain Kitchen Premesis Receive & Store Kitchen Supplies
500,000
300,000
175,000
100,000
50,000
25,000
10,000
5,000
2,000
1,0010
WORKING WITH COLLEAGUES & CUSTOMERS
WORKING WITH COLLEAGUES & CUSTOMERS
There are 2 types of customers, what are they? Give an example of each.
Outline the 2 participants in communication.
Compare and Contrast the terms encoding and decoding in regard to the communication process.
There are 2 types of customers, what are they? Give an example of each.
Outline the 2 participants in communication.
Compare and Contrast the terms encoding and decoding in regard to the communication process.
WORKING WITH COLLEAGES & CUSTOMERS
WORKING WITH COLLEAGES & CUSTOMERS
There are 3 types of communication. List and provide an example of each.
Identify 5 barriers to communication.
Outline the elements of good teamwork
There are 3 types of communication. List and provide an example of each.
Identify 5 barriers to communication.
Outline the elements of good teamwork
WORKING WITH COLLEAGUES & CUSTOMERS
WORKING WITH COLLEAGUES & CUSTOMERS
Define the term conflict.
List 5 reasons for customer dissatisfaction.
Outline the procedure for handling customer complaints. (7)
Define the term conflict.
List 5 reasons for customer dissatisfaction.
Outline the procedure for handling customer complaints. (7)
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
Explain how being aware of cultural difference within the hospitality can improve customer service.
There are 3 types of questioning techniques. What are they and provide an example of each.
Give an example of how you would answer an external call at a hospitality establishment.
Explain how being aware of cultural difference within the hospitality can improve customer service.
There are 3 types of questioning techniques. What are they and provide an example of each.
Give an example of how you would answer an external call at a hospitality establishment.
WORKING IN ASOCIALLY DIVERSE ENVIRONMENTWORKING IN ASOCIALLY DIVERSE ENVIRONMENT
Describe how a member of the Food and Beverage Team could be appropriately groomed.
Identify factors that may result in varying customer needs and expectations.
Outline the benefits for the establishment of providing good customer service.
Describe how a member of the Food and Beverage Team could be appropriately groomed.
Identify factors that may result in varying customer needs and expectations.
Outline the benefits for the establishment of providing good customer service.
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
List and briefly explain 3 forms of legislation that exist in regard to working in a socially diverse environment
List expectations that exist from the following cultures: Asian European American UK NZ
List and briefly explain 3 forms of legislation that exist in regard to working in a socially diverse environment
List expectations that exist from the following cultures: Asian European American UK NZ
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
Describe a religious convention that may have special needs within the hospitality industry.
Define the term Indigenous
Describe a religious convention that may have special needs within the hospitality industry.
Define the term Indigenous
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
There are 4 costs associated with workplace injury. What are they?
What does OHS stand for?
Compare and contrast employer and employee.
There are 4 costs associated with workplace injury. What are they?
What does OHS stand for?
Compare and contrast employer and employee.
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
Explain 2 rights and responsibilities of an employer and an employee.
Define PPE and outline appropriate PPE to be worn by a chef.
What does MSDS stand for and in what context is it used?
Explain 2 rights and responsibilities of an employer and an employee.
Define PPE and outline appropriate PPE to be worn by a chef.
What does MSDS stand for and in what context is it used?
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
What is the procedure for the correct lifting of heavy items?
Identify 5 emergency situations
Outline common workplace injuries that may occur in the hospitality industry
What is the procedure for the correct lifting of heavy items?
Identify 5 emergency situations
Outline common workplace injuries that may occur in the hospitality industry
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
There are many causes of workplace injuries. Discuss the possible causes of: Sprains Cuts Burns
An OHS Committee must exist if there are more than ______ employees.
What is the role of an OHS Committee?
There are many causes of workplace injuries. Discuss the possible causes of: Sprains Cuts Burns
An OHS Committee must exist if there are more than ______ employees.
What is the role of an OHS Committee?
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
Define the term hazard
Give an example of the following hazards: Biological Human Work Chemical Environmental Ergonomic Radiation
Define the term hazard
Give an example of the following hazards: Biological Human Work Chemical Environmental Ergonomic Radiation
FOLLOW WORKPLACE HYGIENE PROCEDURES
FOLLOW WORKPLACE HYGIENE PROCEDURES
What are the 2 types of hygiene?
Explain cross contamination and give one example of how this could occur in a kitchen situation.
When should hands be washed and how should they be washed?
What are the 2 types of hygiene?
Explain cross contamination and give one example of how this could occur in a kitchen situation.
When should hands be washed and how should they be washed?
FOLLOW WORKPLACE HYGIENE PROCEDURES
FOLLOW WORKPLACE HYGIENE PROCEDURES
What does FSANZ stand for and what is it?
Explain what the Food Act 2003 sets out to achieve.
What does HACCP stand for and what is it?
There are 3 forms of food poisoning. What are they? Give an example of each.
What does FSANZ stand for and what is it?
Explain what the Food Act 2003 sets out to achieve.
What does HACCP stand for and what is it?
There are 3 forms of food poisoning. What are they? Give an example of each.
FOLLOW WORKPLACE HYGIENE PROCEDURES
FOLLOW WORKPLACE HYGIENE PROCEDURES
What are the symptoms of food poisoning?
The Danger Zone occurs between what temperatures?
Outline 2 types of food poisoning bacteria
What are the symptoms of food poisoning?
The Danger Zone occurs between what temperatures?
Outline 2 types of food poisoning bacteria
ORGANISE & PREPARE FOODORGANISE & PREPARE FOOD
Explain why it is important that a SRC is used in a commercial kitchen.
Many different menus exist for different purposes. List 6.
What does a la carte translate to?
Explain why it is important that a SRC is used in a commercial kitchen.
Many different menus exist for different purposes. List 6.
What does a la carte translate to?
ORGANISE & PREPARE FOODORGANISE & PREPARE FOOD
Explain the features of a buffet menu and identify an occasion when you might serve a buffet.
What does mise en place involve?
Explain how you would select and store quality poultry.
Explain the features of a buffet menu and identify an occasion when you might serve a buffet.
What does mise en place involve?
Explain how you would select and store quality poultry.
ORGANISE & PREPARE FOODORGANISE & PREPARE FOOD
Describe 3 ways in which portion control could be achieved.
Describe 3 ways in which portion control could be achieved.
CLEAN & MAINTAIN KITCHEN PREMISES
CLEAN & MAINTAIN KITCHEN PREMISES
Define FIFO and LILO and explain what principle it is associated with.
Explain the 3 storage areas that may exist in a commercial kitchen and identify the temperature zone.
Compare and contrast the condition of clean and sanitised
Define FIFO and LILO and explain what principle it is associated with.
Explain the 3 storage areas that may exist in a commercial kitchen and identify the temperature zone.
Compare and contrast the condition of clean and sanitised
CLEAN & MAINTAIN KITCHEN PREMISES
CLEAN & MAINTAIN KITCHEN PREMISES
How should chemicals be used and stored?
How should chemicals be used and stored?
GENERAL KNOWLEDGEGENERAL KNOWLEDGE
What conditions do bacteria require to grow?
Explain why you would use an emergency evacuation plan.
What characteristics are commonly discriminated against?
What conditions do bacteria require to grow?
Explain why you would use an emergency evacuation plan.
What characteristics are commonly discriminated against?
GENERAL KNOWLEDGEGENERAL KNOWLEDGE
Compare and contrast the concept of stereotyping and making generalisations.
Compare and contrast the concept of stereotyping and making generalisations.
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