2017 HSC Hospitality Food and Beverage Marking Guidelines

Transcription

1 2017 HSC Hospitality Food and Beverage Marking Guidelines Section I Multiple-choice Answer Key Question Answer 1 A 2 D 3 B 4 A 5 D 6 B 7 A 8 C 9 D 10 D 11 B 12 B 13 C 14 B 15 C 1

2 Section II Question 16 (a) Provides characteristics of a customer-focused workplace 2 Provides some relevant information 1 A customer-focused workplace provides the customer with a memorable experience and creates a sense of value of the customer. All customer needs and expectations are met in order to develop repeat business. For example, learning customers names upon arrival. Question 16 (b) Sketches in general terms additional services that could be provided to enhance the dining experience of the family 2 Provides some relevant information 1 The establishment could ensure that high chairs are on hand for the family to make use of. Activity packs could also be provided for the children to use while waiting for the service of their meal. The restaurant could ensure that suitable child-friendly menu items are available for parents to select from, that children s orders and meals are taken quickly and service is prompt. 2

3 Question 17 Provides a detailed explanation of the importance of customer complaints and feedback to a hospitality establishment 5 Provides an explanation of the importance of customer complaints and feedback to a hospitality establishment 3 4 Provides limited information about customer complaints and/or feedback 1 2 Feedback from customers gives the establishment an opportunity to become aware of strengths and weaknesses identified by their customers. This allows them an opportunity to address issues with staff and work together to resolve problems and reward good service. It can be a great way for staff to receive immediate feedback on the quality of their service and the effect they are having on their customers experience. If there is a common theme of complaint being identified it can bring about an opportunity for modification of training to ensure this is addressed and implemented in staff practice. It gives the business an opportunity to ensure that their reputation is not affected by poor service and the ignoring of complaints. Question 18 (a) Provides an explanation of how quality customer service can be achieved through effective teamwork 2 Provides limited information about teamwork 1 Working together to develop and maintain effective staff relationships is important in order to provide consistent, high quality customer service. Staff communicating regularly and clearly to one another will enhance teamwork, resulting in the optimal delivery of customer service. 3

4 Question 18 (b) Provides detailed description of the advantages and disadvantages of electronic methods of taking orders 3 Provides a general description of some advantages and disadvantages of electronic methods of taking orders 2 Provides limited information about taking orders 1 An advantage of taking orders electronically is that it is quicker as the orders are preentered, using up-to-date technology. The orders are immediately available for the bar and kitchen staff online and link immediately to accounts for quick and easy payment. The disadvantages apparent are when the wireless network fails or a blackout occurs. Implementation and training as well as the cost of hardware are expensive and require continual updates. Question 19 (a) Provides a detailed explanation of the reasons for having a poor quality crema on an espresso coffee 3 Provides an explanation of the reasons for having a poor quality crema on an espresso coffee 2 Provides limited information about poor quality espresso coffee 1 A poor quality crema could be the result of over or under extraction. This could be because there is not enough coffee or too much coffee used, the tamp may be too soft or too hard, the grind too coarse or too fine or the temperature of the water is not hot enough or too hot. For example, if the espresso has been under extracted it may result in a thin and pale crema and poor quality coffee. 4

5 Question 19 (b) Provides a detailed description of the process to make a high quality plunger coffee 3 Provides a general description of the process to make a high quality plunger coffee 2 Provides limited information on making plunger coffee 1 When making a plunger coffee the water temperature should be just under boiling point. It should be added to coarse, freshly ground coffee in a heatproof pre-heated glass plunger. The plunger is presented to the customer, who completes the process by pushing the plunger handle down after the coffee has had time to brew. The coffee grounds should be held under the strainer so that the coffee is free of grind. Question 20 (a) Sketches in general terms the features of a food safety program 2 Provides some relevant information 1 A food safety program is a set of guidelines with the main aim to identify, manage and control risks associated with food safety. For example, controlling temperatures during storage and the cooking times of food. Question 20 (b) Provides a detailed description of the consequences of failing to observe a food safety program Provides a general description of the consequences of failing to observe a food safety program Provides limited information about a food safety program or consequences of failing to observe a food safety program The consequences of the failure to observe a food safety program could be that an establishment stores, prepares and serves food in unhygienic conditions. This may lead to customers receiving poor quality food or food that is contaminated leading to food poisoning or food that is spoiled. This may lead to a loss of profit, fines, poor reputation, possible closure or legal consequences such as imprisonment. 5

6 Question 21 (a) Sketches in general terms the importance of rostered tasks in a hospitality 2 workplace Provides some relevant information 1 Rostered tasks can be specific to a job role. They ensure that daily tasks are completed when required in an efficient and prioritised way. They could occur at different times during a shift. 6

7 Question 21 (b) Provides a detailed explanation of how workplace policies and procedures can support the principles of equal employment opportunity legislation Provides an explanation of how workplace policies and procedures can support the principles of equal employment opportunity legislation Provides information about how workplace policies and/or procedures can support the principles of equal employment opportunity legislation Provides limited information about equal employment opportunity legislation Answers could include: Principles of EEO: A system of employment practices where no individuals are excluded from consideration, participation, promotion or benefits because of: Age Parental status or family responsibilities Gender identity/sex Religious/political beliefs or activities Race Sexuality Breastfeeding status Pregnancy or potential pregnancy Relationship status Impairment. Workplace Policies and Procedures: Aim to create a workplace free from discrimination and harassment by implementing a range of the following policies and procedures: Open and transparent recruitment and promotion procedures such as impartial panels, clear deadlines, and fair interview processes Fair and equitable rostering of shifts eg overtime is shared, balance of day and night shifts, alternating public holidays Workplace grievance policy and procedures Uniforms designed to cater for cultural attire eg headscarfs, turbans, long sleeves, differing skirt lengths, colour Time given for observation of religious laws eg prayer times, meal times Provision of a culturally sensitive staff canteen Provision of child care services Entitlement to change employment status Paid and unpaid maternity and paternity leave Provision of unisex toilets supports gender identity Provision of a private room to support breastfeeding women Disabled access and modified facilities eg disabled toilet and workplace ramps. 7

8 Section III Question 22 (a) Provides a detailed justification for the use of a table d hôte menu for this 3 function Provides justification for the use of a table d hôte menu 2 Provides limited information about a table d hôte menu 1 A table d hôte menu is suitable for the function as it is a type of set menu with limited choice. The menu can be easily planned, ordered and priced. Mise en place and preparation of the menu are known well in advance, allowing for cost-effective ordering and purchasing, efficient preparation and cooking. Service of a table d hôte menu can be alternate drop, which is suitable for a large function of 100 people. Question 22 (b) Provides a detailed evaluation of the suitability of the menu for guests 4 with special dietary requirements Provides an evaluation of the suitability of the menu for guests with 3 special dietary requirements Provides limited information about special dietary requirements 2 Provides some relevant information 1 Customers may suffer from an allergy to seafood making the prawn cocktail dish unsuitable. A person who has a peanut allergy will be unable to consume the satay skewers or the peanut brittle served with the crème brûlée. For religious reasons pork, beef or red wine may not be able to be consumed by some guests. Any guests who have an allergy to egg will be unable to consume the pavlova, crème brûlée and the sauce served with the prawn cocktail. A guest who is lactose intolerant will be unable to consume the crème brûlee or pavlova if it is served with cream. 8

9 Question 22 (c) Demonstrates a comprehensive understanding of workplace procedures used in the preparation and set-up of the dining area prior to and during the function 8 Makes reference to specific menu items Demonstrates a detailed understanding of workplace procedures used in the preparation and set-up of the dining area prior to and during the function 6 7 Makes reference to specific menu items Demonstrates a sound understanding of workplace procedures used in the preparation and/or set-up of the dining area prior to and/or during the function 4 5 May make reference to some menu items Provides basic information about workplace procedures used in the preparation or set-up of the dining area 2 3 May make reference to some menu items Provides limited information about workplace procedures used in the 1 preparation or set-up of the dining area Answers could include: Set-up and preparation prior to function: Table plan at the entrance of the function room to indicate to guests which table they are sitting at Awareness of and identification to staff of seating position of guests who have preadvised special dietary considerations eg allergies to peanuts or seafood. Equipment select, check and prepare: Crockery, cutlery, glassware and linen: Check for food stains, chips, cracks and watermarks Any dirty crockery should not be used and sent to be cleaned immediately Watermarks should be polished off and chipped and cracked plates disposed of immediately, following the correct disposal procedure Checking that there is enough crockery available for the service period prior to service is essential Glassware should only be washed in the glass-washing machine and stored upside down to prevent dust from accumulating Marked cutlery needs to be washed above 80 C to prevent contamination and polished to remove finger and watermarks prior to service Care needs to be taken when handling linen to prevent creasing, stored flat and removed only when required Linen needs to be checked for stains and damage eg tears, pulled threads. Set-up of covers: Cutlery for the specific course dishes Crockery and glassware Centre pieces Seat covers 9

10 Tablecloths and napkins Condiments Table numbers Menu card Place cards. Sideboard/waiters station should not contain personal items and should be organised, neat and clean for presentation purposes: Cutlery polished and sorted for use if needed Service plates ready for use Condiments specific to menu items. May also include: salt and pepper, tomato sauce, Worcestershire sauce and Tabasco sauce Toothpicks, sugar and after dinner mints/chocolates individualised portions Polished glassware clean and fingerprint free Service tray with clean napkin for serving additional requirements to tables Additional menu cards available if requested by a guest Stored tablecloths for reclothing of tables during service spillage Serviettes Crumbing down equipment for after dinner service Waiters friend and wine buckets. Function room: Uniform setting and layout of tables consistent across the entire room to enable ease of movement of guests and staff Lighting is appropriate to the function to enable people to move and eat with ease and should be set to create an intimate atmosphere Check all lights are working Check for cobwebs and dust Background music needs to be appropriate to the function in noise level and style Ensure emergency exits are not blocked Room temperature should be comfortable. During service: Greet customers and assist with seating Place napkin on each customer s lap Serve beverages as required Plate and portion size is correct Temperature of the plate is appropriate to the temperature of the food prior to service Spills, drips and grease marks are cleaned Appropriate sauces and garnishes for the dishes made available During the function if there are breakages they need to be reported and handled immediately. Broken glass should be wrapped in paper and placed in appropriate bin Clearing plates after each course Crumbing down of table after main meal Coffee and tea service after dessert Farewelling guests as they leave. 10

11 Section IV Question 23 Provides a comprehensive explanation of the importance of training in relation to safe work procedures and practices in a large multi-department establishment Provides detailed evidence about the different types of training required for employees in safe work procedures and practices Using specific hospitality department examples Provides a detailed explanation of the importance of training in relation to safe work procedures and practices in a large multi-department establishment Provides evidence of the different types of training required for employees in safe work procedures and practices Uses hospitality department examples Provides a sound explanation of the importance of training in relation to safe work procedures and practices in a large establishment Provides some understanding of the different types of training required for 7 9 employees in safe work procedures and practices Uses industry examples Provides basic information about the importance of training in relation to safe work procedures and practices in an establishment Provides some information about training for safe work procedures and 4 6 practices required for employees May provide examples Provides limited information about safe work procedures and practices 1 3 Answers could include: Training in safe work procedures and practices is important to: prevent injury to self, colleagues and customers limit damage to establishment and/or equipment can positively affect staff morale reduce costs to the establishment for retraining of staff and injury costs eg insurance result in compliance of legislation benefit the reputation of the establishment reduce public liability. Different types of training relating to safe work procedures and practices: WHS induction eg evacuation procedures, lockdown/lockout procedures, security systems, accidents/injuries, first aid Adherence to work instructions, workplace policy and standard operating procedures (SOPs) eg disposal of contaminated waste and use of correct signage (cleaning in progress/wet floor) 11

12 Selection, use and maintenance of PPE eg wearing highly visible and protective equipment for maintenance employees (earmuffs, boots, gloves, hats, sunscreen) Manual handling techniques within different departments: When working individually, in pairs and with a team: Moving, lifting, carrying and placing items down Working with tools and equipment Bending and twisting Mechanical aids/lifting equipment Undertaking repetitious tasks Legal weight limits when receiving and packing goods eg moving large quantities of fertiliser, food products or housekeeping items Ergonomics and posture: Correct placement of equipment such as working with backpack vacuums Sitting and standing positions for reception staff Task rotation Use of adjustable furniture Hazardous substances: Correct handling, application, labelling, transport and storage Understanding safety data sheets (SDS) How to correctly store chemicals for housekeeping and kitchen Tools and equipment: Appropriate selection, correct use, regular maintenance and correct storage Electrical tagging Working with: Electricity Liquid petroleum gas (LPG) Inert gases eg post-mix Housekeeping: Clean-up procedures Waste disposal Consideration of WHS and the environment eg environmentally friendly work practices such as recycling, green waste and chemical disposal. 12

13 2017 HSC Hospitality Food and Beverage Mapping Grid Section I Employability skills (Please put an X where appropriate) Question HSC content focus area Communication Teamwork Problem-solving Initiative and enterprise Planning and organising Selfmanagement Learning Technology 1 1 (Stream) Food and Beverage equipment espresso coffee page 55 X X 2 1 (Stream) Food and Beverage casual dining page 50 X 3 1 (Stream) Food and Beverage providing food and beverage service to customers page 52 X X 4 1 (Mandatory) Hygiene hygienic work practices page 25 X X 5 1 (Mandatory) Hygiene food contamination and food-borne illnesses page 26 X X 6 1 (Stream) Food and Beverage non-alcoholic beverages page 53 X X 7 1 (Mandatory) Safety work health and safety (WHS) page 29 X X X X X X (Stream) Food and Beverage preparation specific to non-alcoholic beverages page 56 (Stream) Food and Beverage providing food and beverage service to customers page 52 X X X 10 1 (Stream) Food and Beverage espresso coffee page 53 X 11 1 (Mandatory) Working in the Industry employment page 39 X X 12 1 (Stream) Food and Beverage customer service of non-alcoholic beverages and espresso coffee page 56 X X 13 1 (Stream) Food and Beverage espresso coffee page 54 X 14 1 (Mandatory) Working in the Industry working in the industry page 38 X X 13

14 Employability skills (Please put an X where appropriate) Question HSC content focus area Communication Teamwork Problem-solving Initiative and enterprise Planning and organising Selfmanagement Learning Technology Section II 15 1 (Stream) Food and Beverage preparation specific to espresso coffee page 57 X X Employability skills (Please put an X where appropriate) Question HSC content focus area Communication Teamwork Problem-solving Initiative and enterprise Planning and organising Selfmanagement Learning Technology 16 (a) 2 (Stream) Food and Beverage quality customer service page 47 X X X X 16 (b) 2 (Stream) Food and Beverage quality customer service page 48 X X X X 17 5 (Stream) Food and Beverage customer dissatisfaction, problems and complaints page (a) 2 (Stream) Food and Beverage quality customer service page 48 X X 18 (b) 3 (Stream) Food and Beverage providing food and beverage service to customers page 52 X X X X X X 19 (a) 3 (Stream) Food and Beverage preparation specific to non-alcoholic page 58 X X 19 (b) 3 (Stream) Food and Beverage preparation specific to non-alcoholic page 56 X X 20 (a) 2 (Mandatory) Hygiene compliance page 26 X X X 20 (b) 3 (Mandatory) Hygiene compliance page 26 X X 21 (a) 2 (Mandatory) Working in the Industry work practices page 40 X X 21 (b) 8 (Mandatory) Working in the Industry employment page 39 X 14

15 Section III Employability skills (Please put an X where appropriate) Question HSC content focus area Communication Teamwork Problem-solving Initiative and enterprise Planning and organising Selfmanagement Learning Technology 22 (a) 3 (Stream) Food and Beverage casual dining page 50 X 22 (b) 4 22 (c) 8 (Stream) Food and Beverage providing food and beverage service to customers page 52 (Stream) Food and Beverage preparation for food and beverage service and policies, procedures and standards for food and beverage service page 50 X X X X X X X X Section IV Employability skills (Please put an X where appropriate) Question HSC content focus area Communication Teamwork Problem-solving Initiative and enterprise Planning and organising Selfmanagement Learning Technology (Mandatory) Safety safe work practices and procedures page 31 X X X 15