2016 HSC Hospitality Food and Beverage Marking Guidelines

Transcription

1 06 HSC Hospitality Food and Beverage Marking Guidelines Section I Multiple-choice Answer Key Question Answer A B 3 C 4 B 5 A or D* 6 C 7 D 8 A 9 D 0 D D C 3 B 4 C 5 B *Both A and D were accepted as correct.

2 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Section II Question 6 (a) Sketches in general terms the characteristics of a mocktail Provides some relevant information A mocktail is a non-alcoholic beverage, generally served cold. It can contain ingredients that are carbonated, fruit-based, milk-based, and is presented to resemble cocktails. Mocktails are served in specialised glassware eg hurricane glass, generally with a straw and elaborately garnished. Question 6 (b) Provides a detailed explanation of the importance of consistency in the service of beverages 3 Provides an explanation of the importance of consistency in the service of beverages Provides limited information about consistency in the service of beverages The business should produce consistent quality products on a regular basis that contain the same volumes, presentation, flavour and texture. Consistency can help provide a positive and memorable experience for the customer and meet customer satisfaction, needs and expectations. This can have a positive impact on the customer base, eg repeat customers. The reputation and success of the business is impacted negatively by inconsistencies. Consistency can be achieved through the use of standardised recipe cards, cost control and portion control procedures.

3 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Question 7 (a) Sketches in general terms the components of a pre-service briefing in a restaurant Provides some relevant information A pre-service briefing is undertaken between staff and the shift supervisor. The briefing provides information regarding menu changes and status, staffing and allocation of duties, bookings and special requirements, and also highlights room set-up requirements. Question 7 (b) Provides detailed characteristics and features of the mise en place procedures for setting up an espresso coffee workstation Provides general characteristics and features of the mise en place procedures for setting up an espresso coffee workstation Provides limited information about the setting up of an espresso coffee workstation 3 Mise en place refers to everything in its place prior to service. Mise en place required for the espresso coffee workstation includes equipment checks eg power and water supply, stocktake of the service ware eg syrups. Start-up procedures include warming and coffee quality tests. The freshness of ingredients eg coffee, milk, cream is essential. The operations of a machine eg flushing of the machine and steam wand must be undertaken prior to service. 3

4 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Question 8 (a) Clearly identifies the importance of checking reservations in preparation for each period of food and beverage service Provides some relevant information It is essential to check reservations to confirm numbers of bookings and times of seating. This affects the restaurant set-up prior to service. Staffing requirements may need to be adjusted according to the booking status. Answers could include: Any special dietary requirements or requests eg highchair can be established and addressed. Booking numbers can then be communicated with back-of-house to ensure quality customer service and experience. Question 8 (b) Provides detailed characteristics and features of how ambience can be created in a dining environment 3 Provides characteristics and features of how ambience can be created in a dining environment Provides limited information about ambience Ambience is the atmosphere, mood, character or feel of an establishment. Ambience creates a comfortable and memorable dining experience. Factors to be considered when creating ambience in an establishment can include: background noise needs to be limited especially from the kitchen so that a calm and relaxing environment is created; lighting, if bright promotes high turnover whereas indirect lighting creates an intimate atmosphere, inadequate lighting can make it difficult to read menus and identify what you are consuming; music, soft music is preferred in a formal environment and should also reflect the theme of the restaurant. Room temperature should provide comfort for all customers and is recommended to be at approximately 3 degrees. 4

5 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Question 9 Provides detailed characteristics and features of the types of information a food beverage attendant may be required to provide a customer Provides general characteristics and features of the types of information a food and beverage attendant may be required to provide a customer Provides limited information about the types of information a food and beverage attendant may be required to provide a customer During service, the food and beverage attendant may need to provide a diverse range of information to meet a customer s needs and expectations. This information can include menu options, specials and availability of food items. Information such as key features of a menu eg special dietary requirements and possible structures eg table d hôte can be explained. A customer may wish for an explanation of food items, preparation techniques and request recommendations according to their palate. Other information a customer may request: recommendations for complementary selections such as beverages or side dishes matched with main meals; the location of customer facilities eg disabled access, toilets, smoking areas; knowledge of the surrounding area and amenities such as transportation, accommodation and parking may also be requested by a customer. Question 0 Provides a detailed explanation of possible consequences of a hospitality worker failing to notify employer of contagious illness Provides an explanation of possible consequences of a hospitality worker failing to notify employer of contagious illness Provides limited information on possible consequences of a hospitality worker failing to notify employer of contagious illness To ensure food regulations are met a contagious illness must be reported to employers as it can be easily transferred to other colleagues, food, utensils and equipment. Examples of contagious illnesses include; influenza, staph infections and hepatitis. Consequences of this action for the worker are that they will be unwell for a longer period of time and at a higher risk of spreading illness to customers, colleagues, food and work environment. Contaminating colleagues will make them unwell and unavailable for work. This reduces staff availability for shifts and could also impact the quality of food served due to low staff ratios. Poor quality food served will impact on the reputation of the establishment, which may result in reduced business and profits and possible closure. Contaminated customers may report this to the Food Authority, which therefore may result in inspections, prosecution, fines, and possibly gaol. 5

6 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Question (a) Sketches in general terms the role of Safe Work Australia Provides some relevant information Safe Work Australia leads the development of national policy to improve WHS and workers compensation arrangements across Australia. It carries out research and promotes consistency in specific WHS legislation developed by each state and territory in Australia. Question (b) Provides a detailed explanation of why employees have restricted access to secured areas in a hospitality establishment Provides an explanation of why employees have restricted access to secured areas in a hospitality establishment Provides limited information about restricted access in a hospitality establishment Access is restricted to certain employees in a hospitality establishment to maintain safety and security of the work environment, staff, customers and stock. Only trained employees have access to certain areas of an establishment to meet legislative requirements, such as gaming and employees under the age of 8. Certain areas are restricted to all employees due to the nature of the goods being held in that area. For example, the liquor storage is restricted to supervisors to ensure stock is not misused or stolen. 3 Question (c) Provides detailed characteristics and features of the relevant safe work practices for an individual working with hazardous substances in the 5 hospitality industry Provides general characteristics and features of safe work practices for an 3 4 individual working with hazardous substances in the hospitality industry Provides limited information about hazardous substances For an individual working with hazardous substances, procedures must be conducted in a safe manner to ensure that the use of all detergents and chemicals is not a risk. When cleaning bathrooms and toilets it is essential that all workers wear the correct PPE to avoid inhalation of harmful fumes and allergies to skin. Cleaning chemicals must also be diluted at the correct rate to remove any risk of poisoning. The safe disposal of waste must also be considered to avoid personal injury or infection. For example, items that may have been exposed to bodily fluids must only be handled when wearing gloves to be safely disposed of to avoid infection. Further injury must be avoided by using safety signs to warn other workers and customers of potential hazards. Employees must refer to safety data sheets to ensure the safe handling, application, labelling and storage of hazardous chemicals, eg bleach for use in wet areas. 6

7 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Section III Question (a) Provides a detailed explanation of how communication can be used to develop rapport and meet customer expectations Provides an explanation of how communication can be used to develop rapport and meet customer expectations Provides limited information about communication and/or customer expectations Communication provides the platform to establish a shared understanding and establish customer needs and expectations. Communication is essential to enable the process of quality customer service. Through active listening and appropriate questioning a hospitality employee can determine exactly what the customer requires and provide an opportunity for feedback to ensure the customer is satisfied. Building rapport can also be achieved through the use of positive body language such as good posture and appropriate body language. A service attendant who does not maintain eye contact will give the impression of disinterest to the customer. To facilitate consistent standards excellent knowledge of products and service requirements is essential. A staff member who is able to recommend/clarify menu items to suit customer needs will provide quality service to customers, resulting in a positive rapport with the customer and ensuring a pleasant dining experience. 7

8 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Question (b) Demonstrates a comprehensive understanding of safe and hygienic work practices used to maintain quality during the preparation AND service of beverages 9 0 Uses specific workplace examples Demonstrates a detailed understanding of safe and hygienic work practices used to maintain quality during the preparation AND service of beverages 7 8 Uses specific workplace examples Demonstrates a sound understanding of safe and hygienic work practices used to maintain quality during the preparation AND service of beverages 5 6 Uses some workplace examples Provides basic information about safe and hygienic work practices used to maintain quality during the preparation OR service of beverages 3 4 May provide examples Provides limited information about the practices used to maintain quality beverages Answers could include: Personal Personal presentation standard eg clean, well-pressed, well-maintained uniform Personal hygiene eg hand washing, hair clean and tidy, nails short and no nail polish, minimal jewellery, minimal make-up, good personal hygiene eg showering and use of deodorant, cuts are covered Use of personal protective equipment. Environmental Safe and hygienic handling and cleaning of cutlery, crockery and glassware Correct handling and disposal of waste Workspace bench tops, food preparation surfaces/boards, floors, Equipment and tools steam wands, blenders, milkshake machine, grinder, carbonated cream dispenser, post mix, water dispenser, cocktail shaker, strainers, mise en place/garnish station, refrigerators. Food Hygiene Cross-contamination use of gloves and service equipment eg tongs Safe storage of perishable food items eg milk, frozen products, cream, fruit juice Temperature fridges and freezers, cold baine marie Preparation and storage of garnishes single use items eg umbrellas, tooth-picks. Food handling Handling of cutlery, crockery and glassware handling glassware by the rim, tongs by the handle Cleaning procedures all aspects of preparation and service of food items and the work environment. 8

9 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Section IV Question 3 Provides a comprehensive explanation of the primary roles of Food and Beverage, Food Production/Kitchen and Human Resources departments Makes evident detailed interrelationships between departments to ensure quality customer service Uses specific industry examples Provides a detailed explanation of the primary roles of Food and Beverage, Food Production/Kitchen and Human Resources departments Makes evident interrelationships between departments to ensure quality customer service Uses specific industry examples Provides a sound explanation of the primary roles of Food and Beverage, Food Production/Kitchen and Human Resources departments Provides some understanding of interrelationships between departments to ensure quality customer service Uses industry examples Provides basic information about the primary roles of Food and Beverage, AND/OR Food Production/Kitchen, AND/OR Human Resources departments Provides some interrelationships between departments May provide examples Provides limited information about the primary roles of Food and Beverage AND/OR Food Production/Kitchen AND/OR Human Resources departments Answers could include: Primary roles Food and Beverage: Front-of-house operation that is responsible for the supply of food and drinks In large establishments may be divided into sub-categories of beverages eg bar, restaurants, room service and banquets and function catering This department responsible for tasks such as preparing for service, greeting and seating customers, promoting food and beverage sales, taking orders, collecting payments, maintenance of service areas. Food Production/Kitchen: Back-of-house operation that is responsible for preparing meals ordered through the front-of-house as well as room service Cater for larger functions banquets, functions and room service Operate and maintain commercial cooking equipment, develop menus and costings, order stock and stocktaking, maintain preparation and storage areas May operate 4 hours a day to cater for room service and general food service periods such as breakfast, lunch and dinner. 9

10 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Human Resources: Back-of-house department that is responsible for recruiting, training and retaining employees with the establishment Included in this operation is the responsibility for staff rosters, staff records, management of industrial disputes, up to date with current laws and regulations, performance management Ensures code of conduct has been followed Negotiating staff roles Managing staff disputes and leave entitlements. Interrelationships HR recruits, trains, and organises rosters, maintains personal records and deals with industrial issues eg pays, for staff across the establishment Food and Beverage takes food orders and organises front-of-house in a restaurant. They deliver orders to back-of-house, provide time and task management of orders to maintain smooth flow of both departments Front-of-house staff are first point of contact for customers and will make the first impression in meeting guests needs and expectations. If poor level of service at this stage then customer experience will be affected even if food is amazing Front-of-house promote the establishment and are the bridge between customers and backof-house HR negotiates incentives for staff and performs staff reviews HR and department staff may share interviewing responsibilities for staff recruitment All three work together to develop the SOPs for each department Consultation for staffing levels during peak and off-season. Food and Beverage will communicate to Back-of-House: number of guests / size of groups dietary requirements special requests cooking degree of doneness customer complaint and feedback menu feedback eg popular and unpopular dishes staff quality assurance feedback eg temperature issues of food set menu and a la carte menu guests VIP guests and special occasions time and task management of front-of-house eg stagger bookings and orders. Back-of-House will communicate to Food and Beverage: specials and menu variations eg fish of the day number of portions remaining ingredients and cookery methods used staff briefings provide staff meals special menus eg Valentine s Day timing of meal service eg soufflé will take 5 minutes. 0

11 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines 06 HSC Hospitality Food and Beverage Mapping Grid Section I Employability skills (Please put an where appropriate) Question HSC content focus area Communication Teamwork Problem solving Initiative and enterprise Planning and organising Self management Learning Technology (Mandatory) Working in the hospitality industry and workplace working with others p 4 (Stream) Food and Beverage casual dining p 50 3 (Stream) Food and Beverage preparation for food and beverage service p 50 4 (Mandatory) Safety incidents, accidents and emergencies p 33 5 (Stream) Food and Beverage espresso coffee p 54 6 (Mandatory) Working in the hospitality industry and workplace working in the industry p 38 7 (Stream) Food and Beverage espresso coffee p 53 8 (Stream) Food and Beverage non-alcoholic beverages p 53 9 (Stream) Food and Beverage service of non-alcoholic beverages and espresso coffee p 58 0 (Mandatory) Safety incidents, accidents and emergencies p 3 (Stream) Food and Beverage casual dining p 49 (Stream) Food and Beverage espresso coffee p 53 3 (Stream) Food and Beverage casual dining p 50 4 (Mandatory) Hygiene food contamination and food-borne illnesses p 7

12 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Employability skills (Please put an where appropriate) Question HSC content focus area Communication Teamwork Problem solving Initiative and enterprise Planning and organising Self management Learning Technology Section II 5 (Stream) Food and Beverage preparations specific to espresso coffee p 57 Employability skills (Please put an where appropriate) Question HSC content focus area Communication Teamwork Problem solving Initiative and enterprise Planning and organising Self management Learning Technology 6 (a) (Stream) Food and Beverage non-alcoholic beverages p 53 6 (b) 3 (Stream) Food and Beverage service of non-alcoholic beverages and espresso coffee p 58 7 (a) (Stream) Food and Beverage preparation for food and beverage service p 5 7 (b) 3 (Stream) Food and Beverage preparation specific for espresso coffee p 57 8 (a) (Stream) Food and Beverage preparation for food and beverage service p 50 8 (b) (Stream) Food and Beverage preparation for food and beverage service pp 50 5 (Stream) Food and Beverage providing food and beverage service to customers p (Mandatory) Hygiene reporting p 7 (a) (Mandatory) Safety work, health and safety p 9 (b) 3 (Mandatory) Safety security p 3 (c) 5 (Mandatory) Safety safe work practices and procedures p 3

13 BOSTES 06 HSC Hospitality Food and Beverage Marking Guidelines Section III Employability skills (Please put an where appropriate) Question HSC content focus area Communication Teamwork Problem solving Initiative and enterprise Planning and organising Self management Learning Technology (a) 5 (Stream) Food and Beverage quality customer service pp (b) 0 (Stream) Food and Beverage preparation of non-alcoholic beverages and espresso coffee p 56 Section IV Employability skills (Please put an where appropriate) Question HSC content focus area Communication Teamwork Problem solving Initiative and enterprise Planning and organising Self management Learning Technology 3 5 (Mandatory) Working in the hospitality industry and workplace nature of the industry p 37 3