Ultimo RTO 90072 Stage 6 Hospitality€¦ · Ultimo RTO 90072 2019-2020 Stage 6 Hospitality (Food...

Ultimo RTO 90072

2019-2020 Stage 6 Hospitality (Food and Beverage) – SIT20316 / Cluster D Café Culture / SIT – Tourism, Travel & Hospitality (Release 1.2) of 41

Stage 6 Hospitality Food & Beverage

2019 – 2020 Cluster D

Assessment Task Café Culture

Units of Competency:

SITXCCS003 – Interact with customers SITHFAB005 – Prepare and serve espresso coffee SITHFAB007 – Serve food and beverage SITHIND003 – Use hospitality skills effectively Student Name: ___________________________________ Date of Issue: 17/10/2019 Due Date:27/11/2019 Teachers: The completed student assessment task and the Evidence and Answer Guide must be securely retained on QMS for six months after the completion of the course. Also retain any other evidence that demonstrated how the student was deemed competent e.g. written tasks, photographs, videos.

Ultimo RTO 90072


STUDENT ASSESSMENT TASK

Name of Task Cluster D – Café Culture

Name of VET Course Stage 6 Hospitality – Food and Beverage

Qualification Code and Name SIT20316 Certificate II in Hospitality

Assessor Name(s) M Khanna and C Foster

Units of Competency Assessed

SITXCCS003 – Interact with customers SITHFAB005 – Prepare and serve espresso coffee SITHFAB007 – Serve food and beverage SITHIND003 – Use hospitality skills effectively

Pre-requisite units SITXFSA001 – Use hygienic practices for food safety

Assessment Conditions SITXCCS003 – Interact with customers Skills must be demonstrated in an operational business environment where customers are served. This can be:

an industry workplace a simulated industry environment

Assessment must ensure access to: Organisational policies and procedures (customer service standards, designated response times,

presentation standards, dealing with customer problems, recording and reporting customer feedback)

Internal and external customers (customers in industry workplace during assessment or role plays or simulated activities)

SITHFAB005 – Prepare and serve espresso coffee Skills must be demonstrated in an operational food and beverage outlet (eg. café). This can be:


Assessment must ensure access to: Small and large equipment, fixtures, commercial range of stock, cleaning materials and equipment,

organisational specifications (eg. manufacturer’s instructions for equipment, beverage menus, standard recipe, price lists, retail promotional materials, SDS)

Industry-realistic ratio of staff to customers SITHFAB007 – Serve food and beverage Skills must be demonstrated in an operational food and beverage outlet. This can be:


Assessment must ensure access to: Sideboards or crockery/cutlery storage area, ordering system, espresso machine, minimum 15

chairs and 5 tables, point of sale (credit card & EFTPOS facilities), restaurant service desk, crockery, cutlery, docket books, tea/coffee/food service-ware, glassware, linen, service trays/platters, service utensils, freshly prepared meals to be services, commercial range of beverages, cleaning cloths and equipment, organisational specifications (eg. manufacturer’s instructions for equipment, menus, promotional materials)

Kitchen staff Industry realistic ratio of service staff to customers;

o Customers in an industry workplace during assessment or individuals who participate in role plays or simulated activities for the purpose of assessment

SITHIND003 – Use hospitality skills effectively Skills must be demonstrated in an operational hospitality environment. This can be:

an industry workplace a simulated industry environment, such as training in a restaurant/café environment

Assessment must ensure access to: Industry realistic ratios of service staff to customers

Products and services to be delivered to customers

Ultimo RTO 90072


Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency. Resources and equipment required for Assessment

Students must provide the following for this assessment: Uniform/PPE

Students must complete knowledge and skills development activities, which prepare for and may contribute to assessment of competence.

Assessment Method Units of Competency Duration Due Date

Part A: Structured Activity – Service Period/Role Play (Café Simulation)

SITHFAB005 – Prepare and serve espresso coffee SITXCCS003 – Interact with customers

One (1) hour, completed in own time, can access class notes, textbook and learning resources

The completed cluster assessment task is to be submitted to the assessor following school procedures by INSERT DATE:27/11/2019 For Example

in class / online through

the school Moodle

Part B: Structure Activity - Scenario

SITHFAB007 – Serve food and beverage One (1) hour, completed in own time, can access class notes, textbook and learning resources

Part C: Written questioning

SITHFAB005 – Prepare and serve espresso coffee SITXCCS003 – Interact with customers SITHFAB007 – Serve food and beverage SITHIND003 – Use hospitality skills effectively

Two (2) weeks, completed in own/class time, can access class notes, textbook and learning resources

Part D: Direct Observation of Practical Work

SITHFAB005 – Prepare and serve espresso coffee SITXCCS003 – Interact with customers SITHFAB007 – Serve food and beverage SITHIND003 – Use hospitality skills effectively

Performance to be observed during practical lessons, assessment events, service periods throughout the course

Part E: Student Reflection and Portfolio of Evidence

SITHIND003 – Use hospitality skills effectively

Two (2) weeks, completed in own/class time

Foundation Skills incorporating language, literacy, numeracy and employment skills required for competent performance are embedded in the units of competency.

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Additional Requirements I have special needs and require adjustments to undertake this task. YES NO

Describe here how the task was modified for special needs and/or EAL/D e.g.

Altering/simplifying the language used____________________________________________________________________

Providing support staff ________________________________________________________________________________

Providing tutorial sessions _____________________________________________________________________________

Providing additional time to complete the task ______________________________________________________________

Altering assessment methods used ______________________________________________________________________

Please note, when altering an assessment method such as use of verbal questioning instead of written response teacher

must indicate alteration on the task (e.g. V written next to question)

Student Acknowledgement (To be completed before student is assessed) I understand:

The requirements of the assessment task and assessment methods.

What is being assessed and can perform the tasks described in this assessment.

I can apply for Recognition of Prior Learning (RPL), or Credit Transfer

All work submitted must be my own and must not be copied from another person or source.

The assessment appeals process.

Name ………………………………………… Student’s Signature: ………………………….………… Date: ..............................

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Part A – Structured activity – Service Period or Role Play (Café Simulation) Instructions to students: Part A requires you to participate in a café simulation (role play) or service period to prepare and present a coffee order. You must complete a workflow plan for the customer order (page 5) You will be observed (by an assessor/s) preparing, making and serving the required espresso coffee beverages and cleaning

the espresso machine and grinder. Additional pages can be added for the workflow plan if required. You may use your class notes, textbook and learning

resources (eg. Didasko, Futura) This section is to be completed in your own time (approximately 1 hour).

SITHFAB005 – Prepare and serve espresso coffee

Scenario You are a barista in a busy café. You receive the following order for a table of 5 guests. Prepare and present the coffees within commercial timeframes, as part of a café simulation (role-play) or service period. Coffee beverages are to be prepared on full cream milk (unless indicated in the order).

Customer Order

Table

2

Guests

5

Waiter

Sarah

Date

15/10/17 Time

13:00 Quantity Food

Drink

1 Piccolo latte (skim milk) $3 50

1 Flat white (skim milk) $3 50

1 Ristretto $3 50

1 Short macchiato $3 50

1 Long macchiato $4 00 Total $18 00

You will be observed completing the following tasks: Complete the workflow plan for the above customer order

o List mise-en-place required, including appropriate equipment Organise the coffee workstation Select and grind the coffee beans Extract and monitor quality of espresso (pre-service and during service)

o Make adjustments if necessary Texture the milk required to complete the order Present and serve the espresso coffee beverages (according to customer order and your workplace procedures and

standards) Clean the espresso machine and grinder Sequence your tasks so the order is prepared efficiently, with minimal waste and within commercial timeframes

(maximum time allowed – 1 hour). This allows you time to organise the workstation, prepare and present the espresso coffee order and clean the espresso machine and grinder.

The assessor/s will complete the following feedback Assessor Checklist – Process Assessor Checklist – Product (coffee

beverages)

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1. Workflow for service period and role-play (café simulation).

TIME TASK INGREDIENTS UTENSILS/EQUIPMENT

Additional pages can be added to the workflow if needed.

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ASSESSOR CHECKLIST – Process (To be completed by assessor/s during service period of role play (café simulation).

Demonstrated knowledge and performance to be observed: = Satisfactory = More Evidence Required (MER) N/O = Not Observed

Assessor/s Comment:

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ITH

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Organising workstation Skills and knowledge about: Mise en place (ingredients and equipment) Read standard recipe cards for espresso coffee beverages Workflow & food safety Use technology skills (coffee grinder and espresso machine)

Grinding Skills and knowledge about: Correct grind Grind monitoring and adjustment Test extraction

Dosing and Tamping Skills and knowledge about: Correct filter basket (size and type) Accurate dose (measure by sight, electronically, mechanically) Tamp (level, even)

Extraction Skills and knowledge about: Flushing group head Attaching group handle Monitoring extraction (crema, flow, volume, water pressure,

coffee cake) and efficiency. Resolve/report any issues.

Milk Skills and knowledge about: Type and amount of milk required (visual estimation) Purges and wipes/cleans wand Texturing milk (appropriate to type of milk & coffee beverage) Monitoring and adjusting texture and temperature

Pouring and presentation Skills and knowledge about: Appearance - amount of foam, crema visible Consistent flavour, strength, volume, temperature Correct cup, accessories (service-ware) and accompaniments Cleanliness (no drips, spills), served promptly, minimised

waste Latte art

Cleaning machine and grinder Skills and knowledge about: Backflush & wipe down machine, brush out doser chamber Clean grinder, steam wand and nozzle, bean hopper Wash drip tray, hopper, group handle, filter basket Appropriate storage of beans, milk, serviceware Environmentally sound disposal of coffee making waste Reports faults or maintenance issues Using energy and water efficiently

Assessor/s Check: S = Satisfactory / MER – More Evidence Required S / MER Assessor Signature: Date:

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ASSESSOR CHECKLIST – Product (coffee beverages) To be completed by assessor/s during service period or role play (café simulation)

Espresso based coffee

beverage

Occasion 1 Insert Date

Performance Evidence Observed by Assessor/s (Please tick if observed)

Identified and made

adjustments

Assessor check S - Satisfactory

MER - More Evidence Required

Flat white __ / __ /__

Monitored quality indicators during extraction and preparation: Colour of crema Flow texture Ground coffee cake Water pressure (during extraction)

Espresso coffee beverages and accompaniments demonstrated consistency and quality of: Appearance, aroma, body, crema on

top of espresso, flavour, taste, strength, volume)

Prepared within commercial time constraints and deadlines Used correct equipment, ingredients and measures to prepare espresso coffee beverages Followed procedures for workplace and food safety practices

Yes No Not applicable

S / MER

Piccolo latte __ / __ /__






S / MER

Ristretto __ / __ /__






S / MER

Short macchiato

__ / __ /__






S / MER

Long macchiato

__ / __ /__






S / MER

Assessor/s Comment Assessor Signature: ______________________________________ Co-assessor Signature: ______________________________________ Date: _________________

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SITXCCS003 – Interact with customers

2. Complete the table during a service period or role-play, reflecting on your interaction with customers. Information about your customers

and their requirements Describe any customer service problems

you experienced Summary of Feedback

from Customer

Exte

rnal

1. Did you seek assistance? Y or N If yes, from who/role?

…………………………………………………..


…………………………………………………..

Inte

rnal


…………………………………………………..


…………………………………………………..

3. Complete the table after communicating with a customer:

By telephone Electronically

Communication Date Details of Communication Action taken/required Follow up

Telephone __ / __ / __

Electronic __ / __ / __

Student Feedback - Part A: Service Period / Role Play Student competently answers questions and demonstrates knowledge about:

Satisfactory More Evidence Required

SITH

FAB

005

Service Period or Role play Completing work flow plan Preparing and serving expresso coffee beverages

Assessor comment

SITX

CC

S003

Profiles and requirements of internal and external customers Customer service problems experienced Seeking assistance from supervisor/manager when needed Feedback from Customer

Assessor Signature: Date:

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Part B – Structured activity –Scenario SITHFAB007 – Serve food and beverage

Scenario Shore Breeze Café is located near a popular local beach. It caters for visitors and local clientele and can seat 30 customers. It provides a casual dining environment, offering eat-in meals, take away tea/coffee and cake, and a variety of hot and cold beverages. Opening hours are 8.30am – 4pm, seven days a week. Café staff during lunch service includes:

One barista (who makes hot and cold drinks) One chef (who prepares all main dishes) Two wait staff (to take orders and serve food & beverage) One cashier (to process payments).

SHORE BREEZE CAFÉ MAIN DISHES

Chicken Caesar Salad 12.50 Grilled chicken breast, baby cos lettuce, bacon, parmesan cheese, egg, croutons

Toasted BLT on Turkish 12.50 Bacon, lettuce, tomato and house made aioli on a toasted Turkish roll

The One Stop Burger 15.50 Wagyu beef patty, lettuce, tomato, beetroot and cheese with your choice of tomato, barbeque or chilli sauce (veggie patty available on request)

HOT DRINKS Wave View Coffee Reg 3.50 / Lge 4.50 Cappuccino, caffe latte, espresso, long black, flat white, macchiato, mocha Hot chocolate Extras +50c: Soy Milk, flavours (hazelnut, caramel)

Tea Cup 3.50 / Pot 6.50 English Breakfast, Earl grey, Green, Peppermint, Chamomile, Hibiscus

CAKE Muffins 4.50 Chocolate chip, orange poppy seed, mixed berry

Friands (GF) 4.50 Raspberry, orange poppy seed, pistachio

Cake (with cream/ice cream) 6.50 Lemon meringue, chocolate mud, orange & almond (GF)

COLD DRINKS Freshly Squeezed Juice 6.50 Orange, pineapple, carrot, celery, ginger

Milkshakes 6.50 Low fat available Soy Milk +50c Chocolate, strawberry, caramel, vanilla

Iced Coffee / Chocolate 5.50

Soft Drinks (post‐mix) 3.50 Cola, lemonade, squash, orange

Use the above scenario and menu to answer the following questions. 1. Using the list below, label the key features of food and beverage items on the above menu (in the boxes above). Menu item description Price Alternate dietary options Customer preferences Sizes available 2. Write a response to the following customer questions.

a. What types of teas do you have? …………………………………………………………………………………………………………

b. What vegetarian options do you have? …………………………………………………………………………………………………..

3. Describe how the following items could be prepared for display purposes:

Instructions to students: Part B – To successfully complete this assessment and demonstrate your knowledge you must attempt and satisfactorily

complete ALL questions. This section is to be completed in approximately 1 hour. You may use your calculator, class notes, textbook and learning resources (eg. Didasko, Futura) Answer questions 1 – 10 in the space provided.

Ultimo RTO 90072


a. Muffins

……………………………………………………………………………………………………………………………………….

…………………………………………………………………………………………………………………………………………………

b. Chicken Caesar Salad ……………………………………………………………………………………………………………………..

…………………………………………………………………………………………………………………………………………………

c. Freshly squeezed juice …………………………………………………………………………………………………………………….

…………………………………………………………………………………………………………………………………………………

4. Complete a manual order docket for the following order for four (4) customers:

Food Beverage Person 1: Caesar Salad (dressing on the side, no croutons - Gluten Free) Person 2: BLT Person 3: Burger (no cheese – lactose/dairy free) Person 4: One Stop Burger

Person 1: Large Cappuccino Person 2: Orange and pineapple juice Person 3: Pot of earl grey tea Person 4: Large Cappuccino

Customer Order Table

2

Guests

4

Waiter

Sarah

Date

15/12/17 Time

13:00 Quantity Food

Beverage

Total 5. Write one (1) open and one (1) closed question you could ask to clarify the customer’s order (their preference).

Open - …………………………………………………………………………………………………………………………………………..

Closed - …………………………………………………………………………………………………………………………………………

6. List the customer’s special requests or dietary requirements you would communicate to the kitchen when you place this order.

…………………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………

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7. The following tasks refer to the workflow between the kitchen and front of house areas. Indicate if the following statements are

true or false (circle the correct response).

Task True or False

Waitperson confirms food and beverage order with customer/s before passing account to kitchen True / False

Waitperson passes food order to barista and drinks order to the kitchen True / False

Barista communicates customers special requests or dietary requirements to the kitchen True / False

Waitperson collects food and beverage order and serves to correct person True / False

Cashier processes accounts and receives payment from customer True / False

Chef clears glassware, service-wear and cutlery from table when customers leave True / False

8. The waitperson has taken the customer’s order and has clarified any special requests or dietary requirements with the

customers.

a. Number the following steps (from 1 - 4) to identify the workflow for food service.

Steps Workflow structure - Food

Order is collected from kitchen and served to correct customers

Waitperson places customers food order with chef/kitchen, confirming special requests and dietary requirements

Chef/Kitchen confirms ‘orders up’ by ringing a bell, calling ‘dish away’ etc…

Waitperson adjusts/places cutlery on table, according to menu items ordered

b. Number the following steps (from 1 – 5) to identify the workflow for beverage service.

Steps Workflow structure - Beverages

Barista prepares orange and pineapple juice

Barista prepares glassware, crockery and service-ware for beverage order

Waitperson collects completed order and serves beverages to correct customer

Barista prepares hot beverage order (cappuccino’s and pot of tea)

Waitperson places the beverage order with the barista, confirming special requests and dietary requirements

9. Describe how this order should be processed for payment, if the customers wish to pay with Paywave.

………………………………………………………………………………………………………………………………………………………

……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………… 10. The customers wish to pay with cash and give you $100 (2 x $50 notes) to pay for the above order. List the steps for processing

the account with a cash register and giving change.

…………………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………………

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Student Feedback - Part B - Scenario Satisfactory More Evidence Required

SITH

FAB

007

– Se

rve

Food

& B

ev Student competently answers questions and

demonstrates knowledge about: Workflow structure for food and beverage service Ordering systems and procedures Workflow between kitchen and front of house areas Key features of food and beverage items on a menu Common procedures used when processing accounts Preparation of food and beverage items for display Customer questions about menu items Accurately and legibly recording customer orders Communicating special requests and dietary

requirements

Assessor comment:


Ultimo RTO 90072


Part C: Written Questioning Instructions to students: Part C – To successfully complete this assessment and demonstrate your knowledge, you must satisfactorily

attempt and complete ALL written questions. Write your answer in the space provided. You may use your class notes, textbook and learning resources (eg. Didasko, Futura) This section is to be completed in your own time (maximum 2 weeks)


Multiple Choice – Circle the most correct response.

1. To optimise shelf life, how should coffee beans be stored? (a) Left in the hopper overnight. (b) In a resealable bag in the fridge. (c) Cool, dark area, away from strong odours, airtight container or resealable bag. (d) In an airtight container in the freezer.

2. Coffee beans have been left in the grinder overnight. What do you do?

(a) Pour fresh beans into the hopper to top it up so you don’t run out during service. (b) Pour fresh beans into the hopper and mix the two batches together so they are evenly distributed. (c) Take beans out, wash and dry the hopper to remove all residue, put the old beans back in the hopper and top

up with fresh beans. (d) Throw out the old beans as they will be stale, clean the hopper and top up with fresh beans.

3. Why is it important to adjust the grind regularly?

(a) You only need to adjust the grind at the beginning of service. (b) The grinder is automatic and does not need to be adjusted. (c) Only old grinders need to be adjusted. (d) Coffee is hygroscopic and will absorb moisture, affecting the extraction rate.

4. After extracting 30 ml of coffee into a cup, you can see that it’s pale and watery. What is the most likely reason for

this? (a) You have left the water run and extracted the coffee for too long. (b) You have not dosed the required amount of coffee (7 g) into the group handle. (c) You placed too much pressure when tamping the coffee in the group head. (d) The coffee beans may be a light roast. Check you have the right ones.

5. A customer asked for a coffee with very little milk. What do you suggest?

(a) Cappuccino. (b) Flat white. (c) Mocha. (d) Long or short macchiato.

6. What is a common example of a customer preference when ordering coffee?

(a) Extraction rate for the coffee.

Ultimo RTO 90072


(b) Coffee strength and size. (c) Size of jug for texturing milk. (d) Pressure used when tamping.

7. How long could ground coffee be stored in the dosing chamber?

(a) 1 day (b) 1 week (c) 1 hour (d) Overnight

8. What is one thing to look for when visually analysing the quality of the extraction?

(a) No more than 40ml in coffee volume. (b) A thick honeycomb-coloured crema. (c) The sound of the machine. (d) You can’t visually assess extraction, you must taste it.

9. Why is it important to clean and purge the steam wand after steaming milk?

(a) To prevent cross contamination. To be hygienic. Milk will harden and build up on the steam wand. (b) It looks unappealing for a customer. (c) The steam arm is very hot and you don’t need to clean it because you may burn your hand. (d) It may cause the fresh milk that you steam to go off.

10. Why is it important to check the tamping pressure is level and even prior to extracting?

(a) To ensure even water flow and extraction of the coffee. (b) To ensure exactly 35-40ml of espresso is extracted. (c) Tamping pressure doesn’t affect water flow. (d) So the group handle fits the machine easily.

Short Answer – Write your answer in the space provided. 11. If a customer asked for a cappuccino, identify one (1) open and one (1) closed question that you could ask to clarify

the customer’s order (their preferences).

Open - ………………………………………………………………………………………………………………………………

Closed - …………………………………………………………………………………………………………………………….

12. Insert a photo /attach a docket for a customer order you have taken. (Information should include: type and number of

coffees ordered, strength, milk preference, accompaniments, options or add-ons (eg. syrup, sugar type) etc…)

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Insert image/photo or docket

13. List the two (2) major types of coffee beans?

………………………………………………………………………………………

………………………………………………………………………………………

14. Describe the characteristics (flavour) of the following roasts:

Roast Characteristics (Flavour)

Light

Medium

Dark

15. Indicate if the following statements are true or false. Circle the correct answer.

Coffee can be sweetened with sugar or syrups. True / False

To ensure food safety, milk should be stored above 5oC. True / False

Coffee beans can be blended to improve aroma and flavour. True / False

The puck or cake (spent coffee grounds) should be round, firm and moist/slightly damp when knocked out of the filter handle.

True / False

Steam pressure does not affect milk texturing. True / False

Care must be taken when purging the steam wand to prevent burns. True / False

Coffee can have a burnt taste if the extraction rate is too slow. True / False

1/2 strength cappuccino can be made using 15 secs of extraction. True / False

Only tampers mounted to the grinder can be used to tamp coffee in the filter basket

True / False

Low water pressure will not impact on the crema. True / False

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16. Complete the following table, identifying types of milk, their characteristics and use for different types of coffees.

TYPE of MILK CHARACTERISTICS USE FOR DIFFERENT TYPES OF COFFEES

Full cream/ regular/ full fat

Thick, creamy liquid that produces the best texture/foaming. More fat in the milk, the easier it is to froth.

Light/ skim / low or reduced fat

Customers who are conscious of fat levels.

Soy milk Alternative for lactose-intolerant customers.

Café Milk / Enhanced Milk

Easier to produce good dense foam.

UHT Milk Ultra-heat treated to sterilise the milk. More stable than low-fat milk, foams quite well.

17. Complete the following table, identifying the major types of espresso coffee beverages and their characteristics.

Espresso Coffee

Beverage Abbreviation

Brief description for you customer

Formula (Coffee extraction, milk & additional ingredients)

Service-ware

(cup/glass)

Cappuccino 30ml shot espresso, topped with 2/3 milk (steam and textured to form a dense creamy foam), dusted with chocolate powder

Cup and saucer or

mug, teaspoon

FW Espresso topped with steamed milk

Cup and saucer or

mug, teaspoon

Caffe Latte 30ml espresso mixed with dense warm milk and 10mm foam on top

Mocha MOCH Espresso with steamed milk and chocolate

LB Espresso served with hot water

Cup and saucer,

teaspoon

18. List 3 accompaniments that may be served with a customer’s coffee.

………………………………………………………………………………………

………………………………………………………………………………………

………………………………………………………………………………………

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19. Why is ‘latte art’ used by baristas?

………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………

20. What would you do if you discovered water leaking from the espresso machine?

………………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………

Refer to Appendix 1 – Safety data sheet to answer Questions 21 - 24

21. What does the symbol mean?

…………………………………………………………………………………………………

22. Identify the hazards of using this chemical and the precautions that must be taken.

Hazards

………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………

Precautions

………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………

23. What is the first aid measure if the chemical come in contact with skin?

………………………………………………………………………………………………………………………………………

24. How should the chemical be stored?

………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………

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SITXCCS003 – Interact with customers 25. Which customer/s should have the highest priority?

a) Colleagues b) Supervisor c) Internal and external customers d) New customers

26. If you are on talking on the telephone with your supervisor and a customer walks into the café, what should you do?

a) Write a message to the customer to come back in 10 minutes b) Ask a colleague to speak with the supervisor so you can serve the customer c) Finish the phone call then take the customer’s order d) Make eye contact with the customer, greet them politely and say you will take their order as soon as possible

27. Match the term to the definition. New Regular or repeat Visitor Customer Profile

A customer that may have a preferred table, time they arrive or type of coffee they like to purchase.

Customers that have not visited the establishment before, e.g. parent, casual teacher, volunteer

A customer who may only be in the area for a day e.g. international tourist, sales rep

28. A customer was unhappy with their food, coffee and service by the waiter (see customer feedback and image below).

You observed the customers behaviour: Pushed the banana bread and coffee away after tasting it Called the waiter over and spoke loudly and rudely Demanded to fill in a customer feedback form

a) Why is positive and negative customer service feedback important for a business?

…………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………

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b) Complete the table, identifying how wait staff should respond to the customers complaint Customer Service Policy / Standard Staff procedure – How should staff respond?

How can customer service be improved?

Quality of the product/service.

Policies for resolving customer problems.

c) What should the wait staff do next, if they have tried to resolve the customers’ complaint, and he is still very unhappy?

…………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………

d) How should the wait staff have responded if they were aware that customers’ food and beverages were going to be delayed?

…………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………

29. Identify if the statements are True or False. Circle the correct response.

A welcoming environment can be created with natural lighting, relaxing/quiet music and fresh flower arrangements on the tables.

True / False

While serving a customer, wait staff can wear un-ironed casual clothing, a dirty apron, a baseball cap (turned backwards) and can swear with kitchen staff.

True / False

Menu’s, drinks list and promotional flyers/brochures should be written in small and decorative font, with large pictures and no date or cost on decorative paper that is difficult to read.

True / False

Customers must be made aware of any fees or charges when they place a booking, order or cancellation and any paperwork must be completed.

True / False

All refunds and exchanges can be given without a receipt or proof of purchase and without permission from a supervisor/manager.

True / False

Customers should be greeted or acknowledged as soon as they enter the establishment or approach the wait staff. True / False

If the café is very busy, it is acceptable to ask a customer to wait 1 hour or more for food or beverages. True / False

Ultimo RTO 90072


If a product has been incorrectly priced, it should be sold for the lowest advertised price. True / False

Wait staff should ‘read back’ a customer’s order to be sure they have not misunderstood the customer. True / False

30. How should wait staff respond if a customer is served an incorrect food or beverage item (e.g. Lasagne with Garden Salad, but customer requested a Greek Salad or chocolate milkshake, but the customer ordered Iced Chocolate).

…………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………

SITHFAB007 – Serve food and beverage Multiple Choice – Circle the most correct response.

31. Why would you adjust the placement of furniture when preparing for service? (a) To meet service requirements for that service period, such as customer requests. (b) To meet the needs of the style of service used and anticipated demand based on walk-in bookings. (c) To constantly change the visual impact of the dining area and create interest for customers. (d) To allow access for customers to service counters and facilities.

32. What information is shared with incoming colleagues during a shift handover? (a) Booking information, customer complaints from the previous shift and staff availability for the coming week. (b) Any internal issues, changes to systems and procedures, and any stock control concerns. (c) Any issues, essential information, tasks still to be completed and requests to be followed up for the next service period. (d) Outstanding maintenance requirements, staffing levels and allocation of tasks and roles.

33. Once plates are cleared from the tables, what is the correct procedure for disposing of food waste and rubbish?

(a) Scrape leftovers into rubbish bins; place any recyclable items into appropriate disposal receptacles. (b) Place waste in the general waste bin. (c) Wrap leftover food for staff to take home at the end of the shift for their pets. (d) It’s not your job to scrape plates and dispose of food. This is done by the person washing the dishes.

34. What topics might be discussed with supervisors and managers at an end-of-shift debriefing? (a) Sales figures for the previous service period, expected sales for the incoming shift and budgeted forecasts. (b) What menu items are suitable for customers with special dietary needs and how to sell them to customers. (c) How kitchen and waiting staff can best spend tips gained during the week. (d) Customer feedback, problems during service and possible solutions.

35. What procedure must be followed when preparing food for a hot bain-marie? (a) Keep raw and cooked foods separated in the display. (b) Make sure items are almost cooked before placing in the hot display as the bain-marie will continue cooking the item. (c) Regularly check the temperature of the food so you can remove hot food after a period of four hours. (d) Preheat food to the correct temperature. Do not warm up chilled foods in the bain-marie.

Short Answer – Write you response in the space provided.

Ultimo RTO 90072


36. Organisations may have a specific sequence for the service of food and beverages. Number the following steps (from

1 - 8) to identify a sequence of service for a café where orders are taken at the table.

Steps Sequence of Service

Correct the cover

Provide and explain menus

Serve food and beverage menu items

Greet customers on arrival

Clear food and beverage items

Farewell customers

Take and process orders

Organise and present accounts

37. What are three (3) points to consider when handing an account from the wait person to a cashier?

…………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………

38. Use the word below to complete the table, identifying the common styles of food and beverage service.

Plate service Bistro Bar Espresso coffee bar Counter Table Café

Service style Description/characteristics of common styles of food and beverage service

Low cost simple meals that are eaten in the bar area of a hotel.

Order and pay at the counter. Food is served to the table or collected from counter.

Informal dining offering a range of hot meals, sandwiches/wraps/rolls, cakes/muffins, hot and cold drinks.

Food is displayed in fridges or bain-maire. Customers collect their own food (often on a tray), pay a cashier and take it to an eating area.

Quick service of coffee beverages (particularly espresso shots) that can be drunk while standing or seated on a bar stool (or similar chair). Limited range of food items available, eg. muffins, pastries, wraps)

Food is prepared and plated by the kitchen and served to the customer by a waiter

Employees are trained to deliver and collect plates of food to the tables in a restaurant.

39. List three tasks that must be completed in a cafe to prepare it for service.

…………………………………………………………………………………………………………………………………………………

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40. List three tasks that must be completed at the end of a shift, in preparation for the next service period.

…………………………………………………………………………………………………………………………………………………

…………………………………………………………………………………………………………………………………………………

Ultimo RTO 90072


………………………………………………………………………………………………………………………………………

…………

41. List three (3) benefits of computerised ordering systems such as a PALM order pad.

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42. How should the following food and beverage waste items be correctly and environmentally disposed? Item Correct and environmentally sound disposal method Oyster shells

Fruit and vegetable trimmings

Used straws and plastic cutlery

Milk cartons and glass bottles

Cardboard boxes

Broken glass

SITHIND003 – Use hospitality skills effectively 43. Details of expected covers for a restaurant, booking times and customer requests are usually found in?

a) Reservations folder/book b) Executive chef’s diary c) Point of Sale (POS) system d) Mise-en-place lists

44. When conduction a shift handover, it is standard operating procedure to:

a) Record maintenance requirements and staff roster changes in the reservations folder. b) Record the weather, bain marie and fridge temperatures. c) Meet with incoming manager/supervisor to discuss shift highlights, stock shortages, service requirements, customer or

staff incidents, menu or beverage specials and customer feedback. d) Have a coffee and talk about the staff roster.

45. When would a customer require assistance from a porter?

a) Upon arrival at a hotel. b) Upon arrival at a bar. c) Upon arrival at an espresso coffee bar. d) When relaxing in a hotel pool.

46. A guest has left an item behind in their hotel room. Which department is responsible for taking this item to reception, so it can

be returned to the guest? a) Housekeeping b) Maintenance c) Reservations d) Security

Ultimo RTO 90072


47. If the blender was faulty and could not be used, which document should be completed?

a) Maintenance report b) Safety data sheet c) Reconciliation form d) Incident report

48. What does RCG stand for?

a) Reasonable Conduct of Gaming b) Responsible Conduct of Gambling c) Recognised Conduct of Gambling d) Responsible Customer Guidelines

49. Employees are required to complete RCG training if their job role includes responsibilities for:

a) Selling raffle tickets during a Cancer Council Morning Tea Fundraiser b) Selling gaming tickets or collecting glasses in the gaming machine area c) Working in a café where alcohol is served d) Making coffee

50. Which of the following are not facilities provided by a hotel?

a) Gymnasiums and health facilities a) Laundry services b) Pest control c) Room service

51. A room attendant is responsible for?

a) Cleaning rooms, refreshing in-room products such as toiletries, and providing an extra pillow or blanket. b) Preparing sandwiches for the lunch buffet. c) Cleaning the espresso coffee machine. d) Placing food orders with kitchen staff.

52. Read the staff roster. What time does Sabine begin her shift on Thursday?

a) 8am b) 12pm c) 3pm d) 11:30am

Ultimo RTO 90072


53. Match the responsibilities to the correct service team member.

Maître d’hôtel Bar manager Sommelier Restaurant manager Food and Beverage Attendant Team Member Tasks and responsibilities

Responsible for ensuring that the bar stock is well managed. Also tracking sales of all types of drinks.

Overall supervision of food service, procedures, checking the quality and size of the servings. Management of stock, ordering of supplies, maintaining equipment and adhering to health and safety requirements.

Take orders and serve food and beverages to customers.

Create wine lists, order wine and maintain and rotate wine stock.

Greet guests, take them to their table and provide them with a menu.

54. Identify if the statements are true or false. Circle correct answer Front office receptionists provide guests with information about local area attractions and hotel facilities. True / False

Alcoholic beverages include lemonade, orange juice and frappes. True / False

Guests living within 5km of a club are usually required to be a member and will often receive loyalty or membership benefits such as vouchers or discounts. True / False

Clubs can use prize nights can be used to promote the products and services or to celebrate staff achievements. True / False

Briefings during staff meetings should inform staff of current promotions and upcoming events or entertainment True / False

Food and beverage attendants only need to complete RCG training to serve alcoholic beverages in the bar. True / False

55. Use the list below to complete the table, identifying examples of each beverage type.

Mocktail Chardonnay Margarita Champagne Pina colada Frappe

Wine Cocktail Non-alcoholic

Student Feedback - Part C Written Task Student competently answers questions and demonstrates knowledge about:


SITH

FAB

005

Types and characteristics of espresso coffee beverages, milk, beans, blends and roasts

Accompaniments, blends, service-ware, strength and sweeteners to meet customer preference

Indicators for espresso coffee extraction Factors effecting quality of espresso coffee Adjustments required to ensure quality of espresso coffee Presentation of espresso coffee beverages

Assessor comment

SITX

CC

S003

Customer service standards, policies and procedures Profiles of different customers and importance of the customer Value and role of customer feedback Presentation standards (customer environment, personnel,

documents and promotional material Procedures to respond to customer problems

Assessor comment

Ultimo RTO 90072


SITH

FAB

007

Features, functions, assembly, cleanliness & adjustment of equipment

Preparing food and beverage items for display Workflow structure for food and beverage service Use of standard recipe cards and appropriate methods to

prepare beverages Culinary terms, types and characteristics, preparation

methods for non-alcoholic beverages. Strength, taste, temperature and appearance of beverages.

Glassware, crockery, garnishes and accompaniments for beverages

Options to meet specific customer preferences (eg. brand, strength)

Ordering systems and procedures Set up and end of shift procedures Common styles of food and beverage service Procedures when handing accounts to another person Environmentally sound disposal methods for food and

beverage waste

Assessor comment SI

THIN

D00

3

Organisational information (promotion, events, expected business, running sheets, job roles, local area and venue facilities, policies and procedures, staff roster, maintenance reports)

Information for customers (promotions, events, loyalty programs, gaming and hotel facilities, food and beverage menus, prices and specials, porting and in-room services)

Roles and responsibilities of team members

Assessor comment


Ultimo RTO 90072


Part D: Direct Observation of Practical Work Instructions to students: For Part D – Students will be observed (by an assessor) when completing the following tasks during practical lessons,

assessment events or service periods during the SIT20316 Hospitality (Food and Beverage) course in 2019-2020. Students must write your name and enter the dates you have been observed making each espresso coffee beverage (pages

28-29) and the dates when you completed each service period (page 31). Your assessor/s will indicate your performance on the observation checklists (for each unit of competency) and will provide

verbal and written feedback. Students must supply all PPE and tool kit (if required).

SITHFAB005 – Prepare and serve espresso coffee Students will be observed completing the following tasks: Preparing and presenting each espresso-based coffee beverages on three different occasions within commercial timeframes Monitoring quality indicators during extraction and preparation of each espresso coffee beverage Using the correct equipment, ingredients and measures to prepare each espresso coffee beverage Reading beverage menus and standard recipes for espresso coffee beverages Visually estimating the amount of milk required Using the coffee grinder and espresso machine Monitoring the grinder and espresso machine and identifying (and reporting) faults or maintenance issues if they arise SITXCCS003 – Interact with customers Students will be observed completing the following tasks: Greeting, serving and interacting with customers (minimum two internal and two external customers) Responding to customer problems (minimum 3) and seek assistance when needed 9from supervisor/manager) Working with other to deliver service Seeking informal feedback Providing feedback on customer service (to supervisor/manager) SITHFAB007 – Serve Food and Beverage Students will be observed completing the following tasks: Providing food and beverage service during five (5) different service periods (including one peak period)

o Preparing for food and beverage service o Welcoming and advising customers o Taking and processing orders o Serving and clearing food and drinks o Completing end of shift duties

Demonstrating use of techniques for: o Service style appropriate to organisation o Carrying and placing plates containing meals o Clearing and carrying multiple plates and other service-ware

Demonstrating procedures for: o Table and room set-up o End of shift activities

Interacting with and responding to customer demands and requests during the five (5) service periods Food and beverage service within realistic commercial timeframes SITHIND003 – Use hospitality skills effectively Students will be observed completing a minimum of 12 service periods: Students will be observed completing a minimum of 12 complete service periods completed during 2018-2019 in the SIT20316 course (including past service periods and school events assessed during Clusters A, B, C & D, work placement (maximum 5 service periods), current service periods/events). All service periods (5) and evidence from SITHFAB007 – Serve Food and Beverage can be to demonstrate skills and knowledge.

Ultimo RTO 90072


OBSERVATION CHECKLIST - SITXCCS003 – Interact with customers Students can be observed interacting with customers during service periods, events or in a role play.

Student Name: ________________________________________________________

Key: = Observed satisfactory = Observed More Evidence Required (MER) N/O = Not Observed

SITX

CC

S003

- Pe

rfor

man

ce E

vide

nce

Obs

erve

d by

Ass

esso

r (D

etai

led

crite

ria in

Ass

esso

r Evi

denc

e an

d A

nsw

er G

uide

)

Identify customer requirements, interact with customers and provide effective customer service. 2 different internal customers 2 different external customers Customer service standards Within designated response times Ask questions, listen actively Seek informal customer feedback

Internal Customers External Customers

Customer 1 __ / __ / 2019 Event/service period: ……………………………………...

Customer 1 __ / __ / 2019 Event/service period: ……………………………………..



Respond to 3 different customer problems and seek informal customer feedback. Recognise & rectify delays or deficiencies

Customer 1 Seek feedback



Identify situations where problems are beyond own level of responsibility (escalate) and seek informal customer feedback.

Yes No N/A

Briefly describe:

Greet and serve customers Prioritise customers Greet customers Communicate with customers (by

telephone, electronically, face-to-face) Match products & services to customer

Assessor comment:

Work with others to deliver service Seek assistance from colleagues Follow directions of manager/supervisors Resolve problems Escalate issue (eg. to supervisor) Provide feedback on customer service Discuss and report issues and problems Provide feedback (to supervisor) (written

and/or verbal)

Assessor Check: S – Satisfactory MER – More Evidence Required S / MER

Assessor Comment:


Ultimo RTO 90072


OBSERVATION CHECKLIST - SITHFAB005 – Prepare and serve espresso coffee Students can be observed preparing and presenting each espresso coffee beverage throughout the 2018 – 2019 SIT20316 course.


beverage

Occasion 1 Occasion 2 Occasion 3 Overall Performance Evidence Observed by Assessor/s

(Assessor - Please tick if observed on each occasion)

Identified and Corrected problems

Assessor check

S - Satisfactory MER - More Evidence

Required Student – Please insert dates

Caffe latte __ / __ /__ __ / __ /__ __ / __ /__

Monitored quality indicators during extraction and preparation: Colour of crema Flow texture Ground coffee cake Water pressure (during

extraction)

Espresso coffee beverages and accompaniments demonstrated consistency and quality of: Appearance, aroma, body,

crema on top of espresso, flavour, taste, strength, volume)



S / MER

Cappuccino __ / __ /__ __ / __ /__ __ / __ /__


extraction)





S / MER

Espresso (short black)

__ / __ /__ __ / __ /__ __ / __ /__


extraction)





S / MER

Flat white Observed in Part A __ / __ /__ __ / __ /__


extraction)





S / MER

Long black __ / __ /__ __ / __ /__ __ / __ /__


extraction)



Prepared within commercial time constraints and deadlines Used correct equipment, ingredients and measures to prepare espresso coffee beverages Followed procedures for workplace and food safety pra ctices


S / MER

Ultimo RTO 90072



beverage

Occasion 1 Occasion 2 Occasion 3 Performance Evidence Observed by Assessor (Please tick if observed)

Identified and Corrected problems

Assessor check

S - Satisfactory MER - More Evidence

Required Student – Please insert dates

Piccolo latte Observed in

Part A __ / __ /__ __ / __ /__


extraction)





S / MER

Mocha __ / __ /__ __ / __ /__ __ / __ /__






S / MER

Ristretto Observed in Part A

__ / __ /__ __ / __ /__






S / MER

Short macchiato

Observed in Part A __ / __ /__ __ / __ /__






S / MER

Long macchiato

Observed in Part A

__ / __ /__ __ / __ /__






S / MER

Assessor Comment Assessor Signature: ______________________________________ Co-assessor Signature: ______________________________________ Date: _________________

Ultimo RTO 90072


ASSESSOR OBSERVATION CHECKLIST – SITHFAB007 Serve food and beverage The following will be observed on a minimum of five (5) occasions, meeting customer requests and within commercial timeframes.

Student Name: _______________________________________________________________

Key: = Observed satisfactory = Observed More Evidence Required (MER) NO = Not Observed

Date of Service Period __ / __ / __ __ / __ / __ __ / __ / __ __ / __ / __ __ / __ / __

Provide food and beverage service during five (5) different service periods, including one peak period.

Breakfast Lunch Dinner Special Function Other ____________ Peak-Yes/No





Style of Food and Beverage Service

Bistro Counter Plate Buffet Table A la carte Other ____________





Interacted with and positively responded to multiple customers (demands and requests) during service periods

Yes No

Yes No

Yes No

Yes No

Yes No

Service was performed within realistic commercial timeframes

Yes No

Yes No

Yes No

Yes No

Yes No

Perf

orm

ance

Evi

denc

e O

bser

ved

by A

sses

sor (

Det

aile

d cr

iteria

in A

sses

sor E

vide

nce

and

Ans

wer

Gui

de)

Prepared for food & beverage service

Welcomed and advised customers

Took and processed orders

Served food and drinks

Cleared food and drinks

Completed end of shift duties

Service performed within realistic commercial timeframes

Assessor Check: S = Satisfactory / MER – More Evidence Required

S / MER S / MER S / MER S / MER S / MER

Co-assessor observed performance (sign / initials)

Assessor/s Comments:

Assessor Signature:

Co-assessor Signature: Date:

Ultimo RTO 90072


OBSERVATION CHECKLIST - SITHIND003 – Use hospitality skills effectively Completion of Service Periods Students will be observed during a minimum of 12 complete service periods completed during 2018-2019 in the SIT20316 course.

Student Name: ___________________________________________________________________

Key: = Observed satisfactory = Observed More Evidence Required (MER) N/O = Not Observed

Integrate technical skills and provide hospitality service to customers; 12 complete service periods

Students: Insert dates of service periods and write a brief explanation of the event (eg. type of event, job role, number of customers/guests, food and beverage served) Tick () if the service period was completed – simulated (for school) or work placement.

1) __ / __ / __ Event information:

Simulated Work placement























Additional Evidence (Portfolio) Yes No

Work placement Host Employer report Other ___________________ Observation Checklists (eg from SITHFAB007) ___________________________

Co-assessor observed performance (Must observe Performance at least once)

Initials: ____________________

Date: _____ / _____ / ______

Initials: ____________________

Date: _____ / _____ / ______

Initials: ____________________

Date: _____ / _____ / ______

Assessor/s Check: S = Satisfactory / MER – More Evidence Required S / MER

Assessor/s Comment:

Assessor Signature: Co-assessor Signature: Date:

Ultimo RTO 90072


Part E – Student Reflection and Portfolio

Instructions to students: For Part E – To demonstrate the skills and knowledge they have developed whilst completing the SIT20316 Hospitality (Food

and Beverage) course in 2018 – 2019, students are to complete: o Written Student Reflection o Collate and submit a Portfolio of Evidence (photos and documents could be annotated – brief explanation)

Portfolio of Evidence must be presented o Electronically (eg. Microsoft Word, Powerpoint or Publisher, Scanned as a PDF)

Verbal and written feedback will be provided by the assessor/s. This section is to be completed in your own time (maximum 2 weeks) Student Reflection

o Complete a student reflection about Preparation, Service and End of Service Tasks. Within this reflection you need to think about how you have interacted with customers, completed tasks, solved issues and worked in a team.

Write a short reflection about the tasks you completed during the 12 service periods. Service periods can include: o School events (breakfast, lunch, functions, afternoon tea, high tea, coffee carts etc…) o Work placement

In your reflection you could briefly describe: o Event/s or service period/s where you demonstrated each skill o Tasks you completed to prepare for service, provide service and end of shift, including your job role o Feedback from customers, customer complaints/problems (including your solution) o Feedback from supervisor/manager (about your skills, ability to work in a team, solving problems etc.) o Actions or results (how you responded, what happened) and feedback (from colleague/customer or supervisor)

Types of evidence you can include in a portfolio to highlight the skills and knowledge you have developed include: o Photos (food and beverage items, set up for service, customers, menus, serving customers, cleaning up, work

schedule, job lists, using equipment, feedback – customer or supervisor), short videos can also be included. o Documents – work placement host employer report (hours/shifts, feedback, signed by employer), observation

checklists/feedback from previous cluster tasks (signed by assessor/s), menus, completed work schedules, job lists, mise-en-place or preparation lists, event or function running sheets, staff rosters, customer feedback

Student Reflection

Elements and Performance Criteria (including foundation

skills) Reflection – Explanation/Examples

Additional Evidence (Portfolio)

Prepare for service Ability to: Read, plan and organise

tasks eg. according to function run sheet, jobs list, mise-en-place list, staff rosters, set up procedures, WHS or food safety requirements

Confirm service requirements

Prepare work area, equipment & supplies

Event/s or Service Period/s: _______________________________________ Reflection: …………………………………………………………………………………………….

…………………………………………………………………………………………….

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…………………………………………………………………………………………….

…………………………………………………………………………………………….

…………………………………………………………………………………………….

Yes No Details:

Ultimo RTO 90072


Provide service Ability to: Greet customers Listen to, interpret & determine

requests, take orders, inform kitchen staff (eg. special requests)

Locate & describe information about products and services, eg. menus, beverage list, options and specials, prices, promotions, events, loyalty program, venue information, policies & procedures

Multiple Customers Ability to:

Interact with multiple customers Respond to and meet diverse

demands, expectations and requests

Issues and problems Ability to: Identify and resolve issues or

problems and refer to supervisor where appropriate

Participate in resolution of problems


…………………………………………………………………………………………….

…………………………………………………………………………………………….

…………………………………………………………………………………………….

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…………………………………………………………………………………………….

…………………………………………………………………………………………….

…………………………………………………………………………………………….

…………………………………………………………………………………………….

Yes No Details:

Complete operational tasks Ability to: Read and follow work

plans/schedules, policies and procedures

Follow WHS and hygiene procedures

Maintain clean/tidy work area eg. safely storing products, equipment and materials

Use equipment/technical skills to complete tasks (during preparation, service & end of shift)

Record/process financial transactions

Take some/limited responsibility for service and workflow

Identify problems, report issues

Work as part of a team Ability to: Work cooperatively as part of a

service team, eg. communication with kitchen staff, store products and equipment, selling and preparing drinks, serving food and beverages, taking orders, participate in pre/post briefing

Complete many tasks Ability to: Work quickly and efficiently to

deal with many service and operational tasks at the same time


…………………………………………………………………………………………….

…………………………………………………………………………………………….

…………………………………………………………………………………………….

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…………………………………………………………………………………………….

…………………………………………………………………………………………….

Yes No Details:

Ultimo RTO 90072


Complete end of shift duties Ability to:

Read and follow end of shift

procedures eg. finalising the till, cleaning work area/equipment, preparing for next service period, re-stocking &/or ordering stock, de-briefing sessions, handover

Complete administration and reporting, eg. WHS, incident or maintenance reports

Provide customer feedback to supervisor/manager eg. formal and informal, verbal and written, complaints handled


…………………………………………………………………………………………….

…………………………………………………………………………………………….

…………………………………………………………………………………………….

…………………………………………………………………………………………….

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…………………………………………………………………………………………….

…………………………………………………………………………………………….

Yes No Details:

Assessor/s Check: S = Satisfactory / MER – More Evidence Required S / MER

Student Feedback - Part E (Reflection and Portfolio) Student competently demonstrates skills and knowledge to:


Stud

ent R

efle

ctio

n

Prepare for and provide service. Interact with multiple customers Identify and resolve Issues and problems Complete operational tasks Work quickly and deal with many tasks

simultaneously Work as part of a team Complete end of shift procedures

Assessor/s Comment:

Port

folio

of E

vide

nce

Additional evidence provided to demonstrate skills and knowledge developed to satisfy requirements of SITHIND003 – Use Hospitality Skills Effectively

Assessor Signature:

Co-assessor Signature: Date:

Ultimo RTO 90072


Portfolio of Evidence Evidence you have collected by completing a minimum of 12 service periods in industry (e.g. work placement) or in a simulated industry environment (e.g. school café environment) during the 240-hour SIT20316 Hospitality (Food and Beverage) course can be used to demonstrate the skills and knowledge you have developed to satisfy the requirements of the holistic unit SITHIND003 Use Hospitality Skills Effectively. Evidence you collate and submit as a portfolio can also be used to show potential employers what you can do.

Presentation of Portfolio The portfolio must be presented:

Electronically

Submitting of Portfolio The portfolio must be submitted:

Electronically (e.g. Moodle, Google Classroom, One Drive, USB etc…) Photos or documents could have a short annotation (brief information stating why this evidence has been included) For example:

Serving coffee to customers in our café. End of shift procedure I followed at work placement

2 breakfast, 2 lunch and 1 dinner service period completed at work placement.

Host employer identified my ability to work with others, use technology and work with people of different backgrounds.

Ultimo RTO 90072


APPENDIX 1 – SAFETY DATA SHEET

Ultimo RTO 90072


Ultimo RTO 90072


Additional Evidence

List below if supplementary evidence was required to determine competence: e.g. verbal questioning; third party evidence (e.g. work placement employer report, photographs), school events, videos etc. and upload to QMS Unit of Competency Evidence description



SITHFAB007 – Serve food and beverage


Assessment Outcome

SITXCCS003 – Interact with customers Competent Not yet competent

SITHFAB005 – Prepare and serve espresso coffee Competent Not yet competent

SITHFAB007 – Serve food and beverage Competent Not yet competent

SITHIND003 – Use hospitality skills effectively Competent Not yet competent

INSERT THIS TABLE FOR HOSPITALITY TASKS ONLY:

Assessors must satisfy the SIT – Tourism, Travel and Hospitality (Release 1.1) training package for assessors to have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency. Instruction to teacher Indicate (with a tick), which alternate assessment model has been used to determine the assessment outcome for each unit of competency.

Unit of Competency Model 1- Teacher with Industry Experience

Assessment

Model 2- Internal Collaborative Assessment

Model 3- External Collaborative Assessment

(Teacher from RTO/Industry Expert) SITHFAB005 – Prepare and serve espresso coffee

Lisa Young, Angelo from Cucina Chef Gerry From

Macarthur Centre Sustainable Living



If model 2 or 3 is implemented, the collaborator must sign and complete contact details. Model 2 – Collaborative Assessment Industry experience verified on QMS The assessment decision has been made collaboratively

Model 3 – External Collaborative Assessment Industry experience verified on QMS or Industry Experience Log The assessment decision has been made collaboratively

Name: Lisa Young Signature: Date:

Name: School/Company: Signature: Date:

Ultimo RTO 90072


If you have been deemed NOT YET COMPETENT for any unit of competency:

Refer to the feedback located within the task and make necessary corrections or adjustments and resubmit the task. Additional attempt/s are allowed to demonstrate competence. The teacher will record the outcome of additional attempts in the

table below:

Unit of Competency Insert Date of reassessment

Teacher signature Outcome: C / NYC

Outcome: C / NYC

Outcome: C / NYC





Teacher’s General Comment

………………………………………….………………………….....................................................................................................................

.…………………………………………………………………………………………………………………........................................................

I declare that I have conducted a fair, valid, reliable and flexible assessment with this student and I have provided appropriate

feedback

Teacher’s Signature.............................................................................. Date: ......................

Student Feedback

Please provide feedback to your teacher regarding this assessment task Yes No Unsure

Did the class work and activities help you to complete this competency task?

Were the instructions in this task clear?

Did this task help you to gain a better understanding of the unit of competency being studied and assessed?

Did you find the task challenging? If yes, why?

Could this task be improved? If yes, how?

If you do not agree with the assessment outcome, please ask your teacher about the appeals process.

Student’s Signature: ………………………….……………………………………........ Date: ..............................

Ultimo RTO 90072 Stage 6 Hospitality€¦ · Ultimo RTO 90072 2019-2020 Stage 6 Hospitality (Food...

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