Questions and Answers
What event significantly reduced the number of inbound tourists in New Zealand?
The 2008/9 Global Financial Crisis had no impact on financial markets.
False
What has increased as hotel bookings decreased?
What recent changes angered workers in the hospitality industry?
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Why do hospitality organizations look at strategies to retain staff?
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The Fair Work Act has simplified the industrial relations ________.
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Online courses are making it harder for time-poor individuals to complete their coursework.
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What has been influenced by the explosion of media competitions related to food?
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What type of service involves a waiter collecting orders from the table?
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A reservation is when a customer pre-books a table for a particular _____ and time.
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What should glassware be before going on tables?
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What does RSA stand for in the context of serving alcohol?
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The Anti-Discrimination Act 1977 promotes equality of opportunity for all people.
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What type of coffee is a single shot of coffee served in a demitasse cup?
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What is included as the first step in the steps of service?
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Match the following types of non-alcoholic drinks with their examples:
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What is the purpose of the 3-minute check during service?
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Loud music is an example of a physical barrier to communication.
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A _____ menu rotates weekly or monthly and has limited choices.
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Name one benefit of good communication in the workplace.
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Which type of employment includes holiday pay and sick leave?
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What is the first step to setting up a coffee machine?
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Which legislation governs food safety in New South Wales?
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What is the primary objective of the NSW Food Act 2003?
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What temperature is considered the Danger Zone for food safety?
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Which of the following is a common bacteria associated with food poisoning?
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What symptoms are associated with Salmonella infection?
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The process by which bacteria are unintentionally transferred from one substance or object to another is called ______.
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The required temperature for a cool room is -18°C.
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What does HACCP stand for?
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Who is responsible for ensuring compliance with food hygiene legislation?
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Personal Protective Equipment (PPE) is optional in the hospitality industry.
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Which of the following is NOT a factor contributing to workplace accidents?
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Match the bacteria with their sources:
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What are the safe temperature ranges for hygienic food storage?
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What should be done to the group heads before backflushing with chemical?
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What is 'mise en place'?
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Which of the following must be kept away from electrical cords?
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Mise en place helps save time and minimize wastage.
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What is the temperature range for texturizing milk?
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Which of the following is NOT a primary source of information in the hospitality industry?
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What act regulates privacy in Australia?
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The __________ Act 2003 requires that all food must be prepared in a hygienic way.
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Employers have a duty of care for the health and safety of customers.
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What is HACCP?
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Which of the following is a disadvantage of online reservation systems?
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Match the following acts with their areas of regulation:
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What temperature should the surface of milk be when texturized?
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Under the __________ Act, organizations must offer safe products to consumers.
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Study Notes
Food Safety and Hygiene Practices
- Food Standards Australia New Zealand Act 1991 and Regulations 1994 govern food safety in Australia.
- NSW Food Act 2003 aims to ensure food safety, prevent misleading food conduct, and enforce the Food Standards Code.
- NSW Food Regulation 2015 enforces consistent food safety regulations under FSANZ.
- Food poisoning results from pathogenic bacteria or toxins present in contaminated food.
Bacteria and Food Contamination
- Common pathogenic bacteria include Campylobacter, Listeria monocytogenes, Salmonella, E. coli, Staphylococcus aureus, and Clostridium botulinum.
- Cross-contamination occurs when harmful microorganisms transfer unintentionally between food substances.
- Dangerous temperature range for food is 5-60°C, known as the Danger Zone; cooler temperatures for storage should be 5°C and frozen at -18°C.
Hazard Analysis Critical Control Point (HACCP)
- HACCP is a prevention system analyzing food safety hazards from production to consumption.
- Essential for businesses serving high-risk groups, including hospitals and military.
Symptoms and Sources of Bacterial Infections
- Salmonella: Sources include contaminated water/foods, leading to symptoms like nausea and diarrhoea (onset 8-72 hrs).
- Staphylococcus aureus: Found on human skin and causes nausea and cramps within 1-6 hours of infection.
- Listeria: Found in wet areas; symptoms may take 8-90 days to appear, can include flu-like effects.
- Clostridium perfringens: Natural environment presence; symptoms include stomach cramps lasting around 24 hours.
- Bacillus cereus: Associated with improperly stored foods, leading to gastrointestinal distress lasting 24 hours.
- Campylobacter: Common in undercooked poultry; symptoms appear 2-7 days post-exposure.
- E. coli: Associated with undercooked beef; symptoms may lead to severe outcomes like kidney failure (onset 12-24 hrs).
Personal and Environmental Hygiene
- Personal hygiene practices include wearing clean clothing, tying back long hair, and maintaining nail cleanliness.
- Environmental hygiene encompasses proper cleaning protocols, pest control, and suitable garbage storage.
Food Storage and Safety Data Sheets
- Proper food storage mandates temperature compliance, avoiding cross-contamination, and observing expiration dates.
- Safety Data Sheets (SDS) detail safe handling and emergency procedures for hazardous materials.
Employee Responsibilities and Illness Protocol
- Sick employees must notify management, seek medical attention, and provide documentation to return to work.
- Strict protocols are observed for employees diagnosed with Salmonella, including stool testing before returning.
Roles of Environmental Health Officers (EHO)
- EHOs ensure compliance with food hygiene regulations and can inspect businesses, take samples, and review records.
Chopping Boards and Cross-Contamination Prevention
- Colored chopping boards minimize cross-contamination risks:
- White for bakery/dairy, green for vegetables, red for raw meat, and blue for raw fish.
Workplace Safety Legislation and Costs
- The Work Health and Safety Act 2011 aims to protect worker safety and enforce compliance across various workplace participants.
- Costs of workplace accidents include human, social, economic, and organizational expenses, affecting morale, productivity, and legal responsibilities.
Key Control, PPE, and Manual Handling
- Key control minimizes theft risks; procedures govern the management and use of master keys.
- Personal Protective Equipment (PPE) is crucial in the hospitality sector, including non-slip shoes and protective clothing.
- Proper manual handling techniques are essential as one-third of workplace injuries stem from improper lifting.
Service Styles and Menu Types
- Service styles include Counter, Bistro, Buffet, Table service (A la carte, Silver service), and fixed-price meals (Table d’hôte).
- Menu types are diverse, from cyclic and set menus to degustation experiences, catering to varying dining contexts.
Reservations
- Reservations allow customers to pre-book for specific days/times, ensuring service organization and customer satisfaction.### Customer Information Requirements
- Customer must provide name, contact number, and date/time of booking.
- Include number of customers (PAX) and requested arrival time.
- Note special requests such as seating preferences or dietary restrictions.
- Document any special needs like highchairs, access for prams or wheelchairs, or requests for a cake on a birthday.
Polishing Glassware
- Glassware should be polished prior to serving.
- Hold glasses over a bucket of hot water, especially for wine glasses.
- Use a lint-free cloth; polish the bowl while cradling it by the stem to avoid fingerprints.
Responsible Service of Alcohol
- RSA training is mandatory for staff serving alcohol in NSW; must be over 18 years old.
- Ensures compliance with legal responsibilities for alcohol service.
Service Steps
- Sequence includes greeting, seating, serving water, offering menus, taking orders, serving drinks, and running entrees.
- Conduct a quick check three minutes after serving to ensure plates and drinks are addressed.
- Repeat checks between courses for effective service and to elevate dining experience.
Order Book Contents
- Must include table number, number of people (PAX), server name, time, meal orders (organized by course), and pricing.
Restaurant Mise en Place Preparation
- Key activities include polishing glassware and cutlery, setting tables, checking waitstaff station supplies, and ensuring cleanliness.
- Confirm safety measures like clear exits and stocked first aid kits.
- Update menu boards with specials as needed.
Floor Plan Significance
- Indicates seating arrangements, free and reserved tables, and emergency exit locations.
- Important for ensuring smooth customer transit and compliance with safety regulations.
Communication in Hospitality
- Different mediums: verbal, non-verbal, and written.
- Distinction between formal (e.g., newsletters, reports) and informal communication (e.g., team interactions).
- Open questions encourage detailed responses; closed questions elicit simple yes/no answers.
Communication Barriers
- Common barriers include bias, lack of empathy, negative subtext, gender issues, and physical distractions.
- Stress and inattention can hinder effective customer interactions and service quality.
Benefits of Good Communication
- Promotes diversity, enhances team building, improves morale, and leads to better customer experiences.
Teamwork Dynamics
- Successful teamwork yields higher productivity, reduces mistakes, and fosters a positive environment.
- Essential features include clear goals, risk-taking, cooperation, and respect among team members.
Anti-Discrimination Act 1977
- Prohibits unlawful discrimination in various sectors, advocating for equal opportunity in employment and service.
Causes of Conflict
- Sources include changes in technology, interpersonal friction, external pressures, and communication failures.
Handling Customer Complaints
- Follow a seven-step process: listen, inquire empathetically, apologize, suggest solutions, resolve quickly, follow up, and report to management.
Employment Types
- Full-time: 38 hours/week with benefits.
- Part-time: 10-38 hours/week; entitlements are proportional.
- Casual: No benefits; employed only for shifts.
- Contract employment defines specific terms between employer and employee.
Non-Alcoholic Beverages
- Common types include coffee, tea, milkshakes, and juices.
- Essential equipment varies from milk jugs to juicers and ice machines.
Coffee Preparation
- Proper setup involves plugging in machines, preparing filters, and ensuring all utensils are ready.
- Types of milk include full cream, skim, soy, and more, impacting final beverage quality.
Coffee Bean Varieties
- Arabica: sweeter, lower caffeine, more costly, specific climate needs.
- Robusta: stronger flavor, higher caffeine, easier to grow under diverse conditions.
Coffee Types Explained
- Espresso: concentrated coffee shot, base for many drinks.
- Cappuccino: equal parts espresso, steamed milk, and foam.
- Flat White: espresso topped with steamed milk with minimal foam.
- Variations include Macchiato, Mocha, and Piccolo Latte, each with unique preparation styles.
Coffee Machine Maintenance
- Processes involve cleaning equipment, switching machinery off safely, and adhering to health standards.
Efficient Milk Texturizing
- Creates froth through steaming, requiring careful monitoring of temperature and volume.
Mise en Place Concept
- Refers to meticulous organization of ingredients and equipment before service, aimed at optimizing efficiency and minimizing waste.
Workflow Planning
- Key elements include logical sequences, time management, and collaboration to ensure successful task completion.
Industry Information Sources
- Primary sources offer firsthand data; secondary sources provide research conducted by others.
- Information can be gathered from manuals, media, customer feedback, and government resources.
Hospitality Industry Overview
- Defined sectors include accommodation, entertainment, food and beverage, and travel.
- Allied industries collaborate towards a shared goal, enhancing the overall consumer experience.### Quality Concepts in Hospitality
- Quality: Meeting customer needs at a satisfactory price.
- Quality Assurance: Standardizes services/products to minimize variance. Key elements include reputable suppliers, staff training, hygienic practices, and standardized procedures.
- Quality Control: Evaluates end products/services to ensure compliance with standards. Methods include mystery guest assessments and supervisory inspections.
Accreditation Systems
- Accreditation regulates service standards (e.g., star ratings).
- Quality assurance schemes include:
- HACCP focuses on identifying food hazards to minimize cross-contamination.
- Scores on Doors shows hygiene compliance ratings (three to five stars).
- Good Food Guide ranks restaurants based on critical reviews.
Hospitality Trends
- Popular trends include:
- Pulled pork, crazy milkshakes, savory desserts, and bush foods.
- Food trucks, pop-up shops, and online ordering through platforms like Uber Eats.
- Increasing focus on health and well-being through organic and whole foods.
Relevant Legislation in Hospitality
- Privacy Act 2003 protects personal information.
- NSW Food Act 2003 mandates hygienic food preparation.
- Liquor Act 2007 (NSW) requires licenses for alcohol service, including fees and RSA.
- Gaming Machines Act regulates operation and compliance of gaming establishments.
- Smoke-Free Environment Act prohibits smoking in public places.
- Work Health and Safety Act provides safety guidelines for employees.
- Fair Trading Act ensures product safety and accurate descriptions.
- Fair Work Act governs workplace relations and employee rights.
- Equal Employment Opportunity Act mandates merit-based hiring practices.
- Anti-Discrimination Act protects individuals from discrimination.
Ethical Considerations
- Ethics: Involves doing morally right actions, including:
- Protecting confidentiality of guest information.
- Fair pricing practices based on quality.
- Managing tips equitably across staff.
- Responsible overbooking strategies to optimize revenue while minimizing guest dissatisfaction.
Current and Emerging Technologies
- Websites provide essential information and allow online bookings.
- Email marketing requires consent under privacy laws.
- Social media enhances customer engagement but demands careful management of public image.
- Internet access is fundamental for customer convenience, with some businesses offering free WiFi.
- Critic websites like TripAdvisor can significantly influence public perception.
- Kitchen equipment advances improve efficiency, with tools like blast chillers and dishwashers becoming crucial.
- Point of Sale (POS) systems streamline order processing and billing.
- Online reservation systems provide rapid booking capabilities but require reliable internet access.
Government Initiatives
- Initiatives address societal concerns like drug-related violence and obesity.
- Tourism Australia promotes domestic and international travel to boost the hospitality sector.
- Food safety measures include mandatory Food Safety supervisors and government training subsidies.
Emerging Markets and Opportunities
- Food Trucks: Cater to diverse markets using social media for location updates.
- Pop-Up Restaurants: Offer unique dining experiences for limited timeframes.
- E-Business: Expands market access, emphasizing online customer service management.
- Catering to health-conscious consumers with gluten-free, vegetarian, and low-calorie options.
- Targeting Baby Boomers and seasonal events like Schoolies Week for increased patronage.
Industry Expansion vs. Retraction
- Growth driven by proximity to Asian markets, particularly China.
- Major events and celebrity visits enhance tourism and hospitality exposure.
- Retraction occurs due to natural disasters and economic downturns, impacting tourism and hospitality growth.
Labor Issues
- High turnover rates due to casual employment patterns and limited full-time positions.
- Changes to penalty rates affect worker satisfaction and operational costs.
- Strategies for retention focus on staff development and improved working conditions.
- Shortage of qualified chefs exacerbated by societal attitudes towards trade work.
- Online courses facilitate training for industry newcomers.
Customer Expectations and Knowledge
- Increased competition from media shows has raised customer awareness and expectations regarding food quality and service.
- Staying updated on emerging trends is essential for hospitality professionals to meet evolving customer demands.
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Description
This quiz evaluates your understanding of hygiene practices and food safety legislation in the hospitality industry. You will be tested on key national and state laws including the Food Standards Australia New Zealand Act and the NSW Food Act. Ensure you grasp the concepts of food safety and compliance vital for the hospitality sector.
