Certificate ll in Hospitality SIT20207 – Answer Guide for ... Guide... · Web viewClean/sanitize/back flush Monitor pressure Clean steam wand Use specific cloths for milk wand Replace

Answer GuideStudent Questions

(Certificate II in Hospitality SIT20207)

Certificate II in Hospitality SIT20207 Hospitality Assessment Resource

INFORMATION FOR ASSESSORSThis guide is to be used when reviewing answers provided by the students for the questions below.

The answers may vary between students as there can be a number of correct answers depending on their work environment.

You will notice that some questions can be used across units of competency but have been asked once only.

You may also need to ask additional questions of an individual student based on the information received in the Workplace Record document and their answers to these questions.

The questions below are provided to the student via the Student Question Guide.

Results are to be transferred to the Participant Matrix.

The answers to the questions along with the completed Workplace Record are to be used to make a decision on the students’ competence.

Answer Guide Student Questions 2


SITHIND002A APPLY HOSPITALITY SKILLS IN THE WORKPLACE1. List at least three steps you would take when planning and organising your work in your workplace.

Answers could include: Liaise with team members Find out job role and the tasks to be performed, Details of expected business, customers requirements, timetabling, numbers, Find out products available Discuss any specials

2. Where would you locate your workplaces policies and procedures?

Answers could include: Employee handbook On walls, charts, posters, on workplace website

3. Where do you locate information about the products and services offered by your workplace?

Answers could include: Menus Work documents Team members Supervisor, workplace promotional materials.

4. List at least two environmental considerations relevant to your workplace.

Answers could include: Recycling, minimising waste Efficient energy use Efficient water use, acceptable noise levels, efficient ventilation

5. When providing a service to customers what are two safety and hygiene requirements your workplace needs to consider?

Answers could include: Making sure the policies and procedures are used Washing hands Wearing clean uniforms Conducting risk assessments

6. What is your role in your workplace?

Answers could include: Waitperson Dish washer Runner Team member



7. List two closing procedures at the end of service? Answers could include: Safe storage of products, equipment and materials Cleaning as required Debriefing sessions Restoring areas Preparing for the next service

8. What would your workplace do if a customer arrived late?

Answers could include: Use workplace standard Seat at bar Wait for first available table, refer to supervisor



SITHIND001A DEVELOP AND UPDATE HOSPITALITY INDUSTRY KNOWLEDGE1. Name two sources of information you use to update and develop your knowledge of the industry.

Answers could include: Co-workers Media Library Internet Journals Industry contacts

2. Describe two ethical issues that impact on the industry?

Answers could include: Tipping Pricing Confidentiality Overbooking Gifts and services free of charge

3. Describe two legal issues that impact on the industry.

Answers could include: Consumer protection Workplace relations Duty of care EEO

4. What possible career pathways are available to staff in the hospitality industry?

Answers could include: Catering Assistant Food & Beverage attendant in a Café Waitperson Barrister

5. Identify two career pathways available in your workplace.

Answers could include: Would be workplace specific



SITXCOM001A WORK WITH COLLEAGUES AND CUSTOMERS1. List three types of communication used in the workplace.

Answers could include: Verbal Written, electronic Telephone Visual (signs) Using an interpreter

2. What are the personal presentation standards expected when working in your workplace?

Answers could include: No earrings (facial piercing) Clean and tidy hair Correct Uniform clean and ironed No jewellery

3. What are the steps your workplace would take to deal with a customer complaint?

Answers could include: Listen, acknowledge Identify nature of problem Identify and agree with an acceptable solution Take action Record Follow up

4. Describe a situation in the workplace where you have worked as part of a team.Answers could include: Preparing ingredients to make a salad Setting a table with utensils provided by another team member Seeking assistance for a customer Taking orders for the kitchen staff

5. How does your workplace provide feedback to team members?

Answers could include: Formal appraisal Personal recognition

6. How does a workplace meet the needs of customers in wheel chairs?

Answers could include: Disabled entry / exit Disabled toilets Handrails Access points



SITXCOM002A WORK IN A SOCIALLY DIVERSE ENVIRONMENT1. Identify two cultural differences that you may have in your workplace.

Answers could include: Language Race Religion Family structure

2. Name two methods you would use to overcome language barriers.

Answers could include: Simple English Gestures Sign language Translator services Alert appropriate people/person Seek assistance from other team members

3. What ‘outside’ organisations could you refer to when overcoming cultural differences?

Answers could include: Interpreters Consulate/diplomatic services

Name one type of legislation that promotes quality in the workplace.

Answers could include: EEO Anti discrimination act Affirmative action

4. List three cultural differences that may lead to possible misunderstandings.

Answers could include: Language Formality Clothing Diet Religion Religious festivals Religious practices



SITXOHS001A FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES1. Explain what you would do in the following situations:

a) Fire in the kitchen

Answers could include: Follow organisational evacuation procedures to evacuate staff and customers and secure

building. Seek assistance promptly from colleagues. Report details accurately according to organisational procedures.

b) Accident to a colleague

Answers could include: Follow organisational accident and emergency procedures Seek assistance promptly from colleagues Report details

c) Armed hold up

Answers could include: Follow organisational emergency procedures Seek assistance promptly from colleagues Report details

2. List two of your responsibilities under occupational health and safety legislation.

Answers could include: Take reasonable care in the workplace Cooperate with employer Do not interfere with or misuse things provided to ensure OHS Do not obstruct attempts or refuse to give aid or prevent risk Do not disrupt workplace by creating false OHS fears

3. List two of the responsibilities of the owners/managers regarding occupational health and safety legislation.

Answers could include: Maintain a safe workplace and work practice, ensure safe handling and storage and transport

of plant and substances Provide information training and supervision to ensure OHS Provide adequate facilities Do not require employees to pay for OHS needs Consult with employees on OHS matters Ensure OHS of visitors to worksite

4. If you notice a hazard what steps would you take?

Answers could include: Report hazard to supervisor / team leader



5. What steps do you take to ensure your work area is free from hazards?

Answers could include: Operate and maintain tools and equipment correctly Use materials safely Use safe work practice Maintain a safe work environment eg store equipment correctly Wipe up spills etc

6. List two consequences to the enterprise if employees/employers do not follow ohs legislation.

Answers could include: Human cost of workplace injury Social cost of workplace injury Economic cost of workplace injury Organisational cost of workplace injury



SITXOHS002A FOLLOW WORKPLACE HYGIENE PROCEDURES1. Explain the hygiene procedure in your workplace.

Answers could include: Personal hygiene, correct temperature Time covered, food storage Food preparation, hot holding Correct equipment, safe food handling Hand washing, correct food storage PPE, avoid cross contamination Cleaning procedures to acid cross contamination Safe hygienic handling of linen Laundry and garbage Documentation of procedures

2. List three hygiene hazards.

Answers could include: Food contaminant Vermin Airborne dust Contaminated linen Dirty equipment/utensils, garbage Poor employee hygiene Faulty equipment, eg fridge Thermostats

3. What steps would you take to report a personal health issue?

Answers could include: Follow established procedures Report to supervisor / team leader

4. What steps do you take if food has been contaminated?

Answers could include: Dispose of food Follow organisational procedures

5. List three causes of food contamination.

Answers could include: Physical, eg hair Bandaids Chemical, eg canisters Fly sprays Biological, eg bacteria, mould



6. Name two strategies to avoid cross contamination.

Answers could include: Maintain clean clothes Wear PPE Use workplace approved bandages

7. Name the legislation that covers food hygiene in NSW.

Answers could include: Food act 2003 (NSW), food regulation 2004 (NSW)

8. Where could you access this legislation?

Answers could include: Website Food authority Government department Workplace

9. Name two types of sanitiser in your workplace.

Answers could include: Bleach Boiling water Pre made sanitiser

10. Identify two environmental risks to food.

Answers could include: Linen Laundry Garbage Dust Dirt



SITHFAB003A SERVE FOOD AND BEVERAGE TO CUSTOMERS1. Name three strategies your workplace uses to ensure the environment for customers is comfortable.

Answers could include: Lighting Room temperature Music Decorations and displays Privacy Background noise Layout of tables

2. Explain the types of services your workplace provides.

Answers could include: Counter Bistro Table À la carte Café Takeaway

3. List three types of equipment used to offer the service at your workplace.

Answers could include: Glassware Condiments Tea/coffee making facilities Menu displays, Crockery Overlays napkins, place cards, floral arrangements and cutlery Computerised ordering (Micros) Point of sale equipment, CD players, speakers

4. What are three of the legislative requirements you need to follow in your workplace?

Answers could include: Occupational Health and Safety, Hygiene Trade practices Duty of care Hazard Analysis Critical Control Point Food safety



5. How do you meet and greet customers in your workplace?

Answers could include: Greeting – salutation Establish if customers have a reservation Address customer by name Assist with coat Show to table

6. How are orders taken in your workplace?

Answers could include: Manually Electronically

7. What method of payment can be made in your workplace?

Answers could include: Cash Credit cards EFTPOS

8. List the steps involved in picking up meals from the kitchen and delivering to the table.

Answers could include: Listen for bell or other methods that alert you to when meal is read Collect correct meal Check presentation Carry plate Have service cloth under plate Deliver right of the host

9. List the steps taken to close down for a service period.

Answers could include: Clear dishes Clean and dismantle equipment Reset tables General cleaning of surfaces, Restock

10. What are the waste minimisation techniques used in your workplace?

Answers could include: Recycling (bottles, corks, paper products) Composting



SITHFAB010A PREPARE AND SERVE NON ALCOHOLIC BEVERAGES1. Name four non alcoholic drinks.

Answers could include: Variety of tea and coffee Soft drinks Smoothies Water Juices Fruit whips Milkshakes

2. What type of equipment do you use to make the following beverages?

Answers could include:

Milkshake Tea Fruit drink

Ice cream scoop, syrup pump, blender, milk shake cup, mil ladle/jug

Strainer, tea pot, crockery/glass, cutlery, mil service jug, urn, espresso machine

Knives, glassware, blender, ice machine, juicer

3. Name two precautions to help prevent burning or scalding?

Answers could include: Organise work station according to OHS practice, Monitor pump pressure when using espresso machines, refilling urn as necessary, Loading tray correctly, Being aware of placement of hot drinks near customers especially those with special needs.



SITHFAB012A PREPARE AND SERVE ESPRESSO COFFEE1. Name three different types of equipment used to make espresso coffee.

Answers could include: Weighing and measuring equipment Thermometer Types of brands of coffee grinders, mills and coffee machines Cups, saucers, cutlery, crockery, glassware Blind or blank filter Storage equipment

2. List the mise en place to prepare for coffee service.

Answers could include: Turn on machine to achieve correct pressure and temperature Set out equipment, cups, mugs, saucers, jugs etc Ensure adequate supply of coffee, milk varieties and sugars Assemble flavourings and toppings Laying out flatware, serviettes and wipes

3. Name three different coffee styles.

Answers could include: Short black Flat white Cappuccino Café latte Short and long macchiato Mocha

4. List two safety and hygiene procedures when cleaning the espresso machine.

Answers could include: Clean/sanitize/back flush Monitor pressure Clean steam wand Use specific cloths for milk wand Replace used items



SITHACS006A CLEAN PREMISES AND EQUIPMENT1. Name two items of protective clothing you need to wear when cleaning.

Answers could include: Gloves Hats Masks Boots Overalls

2. What are two pieces of equipment you use when cleaning?

Answers could include: Mops and buckets Brooms Dusters and pans Polishers Garbage receptacles Electrically operated such as scrubbers, polishers

3. What would be three hazards to watch for when cleaning?

Answers could include: Blood Needles Spillages, breakages Fumes Fat and oil Heated utensils Sharp food scraps Broken or damaged furniture



SITHCCC001A ORGANISE AND PREPARE FOOD1. List five types of large fixed commercial equipment used at your workplace.

Answers could include: Stoves Ranges Ovens Steamers Combi ovens Freestanding deep fryers Bratt pans

2. List five types of mechanical equipment used at your workplace.

Answers could include: Mixers Mincers Food processors Blenders Dough mixers Slicers Electric can openers

3. List five types of small equipment and utensils used in your workplace.

Answers could include: Pots and pans Bowls Boards Colander Serving tray Zester Basting syringe

4. a) List three types of knives that you would find at your workplace.

b) For each knife identified give an example of its use in the workplace


Knife Type Example of use in the workplace

Chefs knife chopping vegetables, precision cuts

Paring Knife multi purpose, peel, cut, segment

Turning Knife turn vegetables eg potatoes, carrots

Boning Knife de bones chicken meat

Filleting Knife fillet fish

Meat Cleaver chopping meat, slicing

Serrated Knife cutting bread

5. What does the term mise en place mean?



Answers could include: Everything in its place

6. Outline two types of mise en place carried out in the workplace.

Answers could include: Ordering ingredients Weighing and measuring Basic preparation eg chopping

7. Discuss the benefits of carrying out mise en place in a commercial kitchen environment.

Answers could include: Time management Ready for service Organisation

8. Name the type of cut of the three menu items listed.


Menu Item Type of cut

Chicken Supreme breast fillet and wingette

Maryland thigh

Drumstick leg

9. Circle which one of the four precision cuts in the list would be used in the preparation of minestrone soup.

Answer:JulienneBrunoise MacedoinePaysanne



SITHCCC002A PRESENT FOOD1. What equipment is used in your workplace to portion food?

Answers could include: Labels Scales Cake slice Spoons Scoops Moulds

2. What is your role within the team in your workplace when presenting food?

Answers could include: Arrange sauces, garnishes, Ensure sufficient supply of clean, undamaged equipment and utensils, Plate food and present neatly and attractively, Work with others.

3. a) List four different garnishes used in the presentation of food at your workplace.

b) Describe how they could be prepared.


Garnish Preparation MethodStrawberry jus Poach, blend or mouli

Lemon zest Zester or micro plane

Lemon twists Chef knife

Parsley Wash, pick leaves, chop finely

Mint Wash, pick leaves, chop finely



SITHCCC003A RECEIVE AND STORE KITCHEN SUPPLIES1. Explain the procedure your workplace uses to take delivery of supplies.

Answers will depend on the workplace but could include: Checking supplies against order document Undertake temperature checks Report any discrepancies Report any breakages

2. Name two food items that need to be temperature checked.

Answers could include: Raw food Cold, frozen or reheated foods or ingredients

3. How is food stored once delivery is taken?

Answers could include: Freezers Cool rooms Dry stores Refrigeration

4. Explain the procedure your workplace uses to dispose of damaged or spoiled supplies.

Answers could include: Report to supervisor Record Replace or replenish from stores

5. Explain the procedure your workplace uses to manage excess stock.

Answers could include: Report to supervisor Record Return to stores Sell as specials



SITHCCC004A CLEAN AND MAINTAIN KITCHEN PREMISES1. List five types of equipment that is used to clean and sanitise your workplace.

Answers could include: Mops, brooms Dustpans, brushes Buckets, dusters Vacuum cleaners Floor polishers Scrubbers

2. What type of PPE do you need to wear in your workplace?

Answers could include: Aprons Waterproof clothing and foot wear Goggles and protective eyewear, masks Headwear Breathing apparatus Gloves

3. Name three surfaces that must be cleaned.

Answers could include: Walls Floors Shelves Benches Extraction fans

4. What is the procedure in your workplace if there is a chemical spill?

Answers could include: Contact supervisor Block off area from customers and employees



SITHCCC006A PREPARE APPETISERS AND SALADS1. Identify one salad and one appetiser prepared in the workplace and complete the table below.


Type Ingredients used

Preparation technique

Dressing used

Presentation Storage

SaladCaesar salad Cooked egg

Cos lettuce Bacon. Parmesan cheese Croutons

Tear lettuce, fry bacon and croutons

Caesar dressing

In a bowl with parmesan as garnish

Portioned in cold storage without dressing

AppetiserCanapés Rye bread

Cream cheese Salmon

Dill

Cut bread, pipe cheese, arrange salmon and dill

nil Arrange bread and cheese with dill as garnish - in lines on platter

Covered in cold storage



SITHCCC007A PREPARE SANDWICHES1. Name three different sandwich types.

Answers could include: Pullman Open Club Pinwheel Domino or checkerboard Filled rolls Focaccia or pita bread

2. List two considerations when preparing and storing sandwiches?

Answers could include: Bread type Ingredients and necessary mis en-place Need for chilling Use of plastic wrap or foil Use of bulk storage containers Use of customised containers for display, presentation and sale

3. Name two techniques used for making sandwiches.

Answers could include: Spreading Layering Piping Portioning Moulding Cutting Garnishing



SITXENV001A PARTICIPATE IN ENVIRONMENTALLY SUSTAINABLE WORK PRACTICES1. How would you explain environmental sustainability?

Answers could include: Efficient use of resources Having current work practices Not wasting environmental resources

2. What environmental work practices are used in your workplace?

Answers could include: Efficient water use Filtered water Kitchen garden Efficient energy use Waste minimisation

3. In your workplace where would you access information about sustainable work practices?

Answers could include: Supervisor On-line Co-workers Procedures Observing others

4. What are two suggestions you would make to your workplace regarding efficiency?

Answers could include: Staff training Minimisation of food wastage Source and use energy efficient methods Check stock ordering methods Increase recycling



SITXFSA001A IMPLEMENT FOOD SAFETY PROCEDURES1. Name four potential food hazards when handling food.

Answers could include: Poor work practices Dirty hands, clothing, and unwashed utensils Chemical, microbiological contamination Incorrect storage procedures Cross contamination Food highly susceptible to contamination Insects and vermin

2. Name two strategies your workplace implements to ensure food served or sold to customers is safe.

Answers could include: Removing contaminated food Ensuring policies and procedures are followed Displaying food appropriately at correct temperature, Providing protective barriers, report chipped, cracked or broken utensils Providing serving utensils Wearing gloves to serve Maintain clean and tidy environment

3. What steps does your workplace take to dispose of food safely?

Answers could include: Returning to supplier Destroying Safe composting Disposal of food so that it cannot be used for human consumption

4. How does your workplace maintain equipment to ensure cleanliness and safety?Answers could include: Removing food waste Removing grease, Removing dirt Controlling/removing animal or pest waste Recalibrating of measurement and temperature controls, Cleaning/sanitizing



SITXINV001A RECEIVE AND STORE STOCK1. What steps do you follow to take delivery of stock?

Answers could include: Check stock against order documents Identify and record variations Inspect for damage Move to appropriate area Complete paperwork

2. How do you report damaged stock in your workplace?

Answers could include: Report to supervisor or appropriate person Complete paperwork Follow workplace procedure

3. What are the principles of stock control?

Answers could include: Rotate stock Store correctly Avoid cross contamination Check slow moving stock Check out of date stock



SIRXCCS001A APPLY POINT OF SALE HANDLING PROCEDURES1. Explain the process for maintaining adequate supplies of dockets, vouchers and other relevant

documents in the workplace.

Answers will depend on workplace but should show: Adherence to procedure Knowledge of where documentation is kept Knowledge of what the relevant documents are

2. Explain how errors are recorded.

Answers could include: Register roll Specific workplace documentation

3. Explain the procedures for completing a type of sale a) EFTPOS - credit and debt cards b) Cash


EFTPOS – credit and debit cards Cash

Be aware of credit cards the business accepts Confirm method of payment Demonstrate an understanding of the various

stages relating to transaction processes Swipe card Enter amount Select account payment If savings, cheque customer enters PIN If Credit either PIN or press OK Wait for APPROVED If credit requiring signature circle amount and

give customer slip to sign Verify signature Give customer receipt Place copy in cash draw

Follow employee requirements Confirm total of purchase Count money handed over Key into register Place money on top of draw Remove and count correct change Count change into customers hand Thank customer Place payment into draw Close cash draw

4. How do you ensure you have adequate supplies of packaging materials, bags, etc?

Answers could include: Understanding workplace procedure Using workplace procedure eg placing orders or information supervisor Knowledge of suppliers

5. Give two examples of problems that may occur when orders are not taken correctly.

Answers could include: Confusion in both kitchen and front of house Incorrect billing Customer complaints Poor reputation/word of mouth Refunds


Documents

Certificate ll in Hospitality SIT20207 – Answer Guide for ... Guide... · Web viewClean/sanitize/back flush Monitor pressure Clean steam wand Use specific cloths for milk wand Replace