Hospitality Exam Notes PDF

Hospitality exams – Summary Use hygiene practices for food safety Legislation: National o Food Standards Australia New Zealand Act 1991 o Food Standards Australia New Zealand Regulations 1994 THE STATE LEGISLATION IS NSW Food Act 2003. Main objective is to: Ensure a...

Hospitality exams – Summary Use hygiene practices for food safety Legislation: National o Food Standards Australia New Zealand Act 1991 o Food Standards Australia New Zealand Regulations 1994 THE STATE LEGISLATION IS NSW Food Act 2003. Main objective is to: Ensure all food for sale is safe and suitable for human consumption Prevent misleading conduct in connection with the sale of food Provide for the application in this state of the Food Standards Code NSW Food regulation 2015. Food Standards Australia New Zealand (FSANZ) is a government appointed authority that works on behalf of the government.to develop and administer the FOOD STANDARDS CODE. The Australian Food Safety Standards Code was developed to ensure that all food sold is safe and suitable to eat and provide useful and consistent food safety legislation in Australia. This code is enforced by the Food Authority NSW. Food Poisoning: Illness caused by pathogenic bacteria or other toxins in food. Bacteria: Single celled micro-organisms. Some bacteria can cause food poisoning when in large numbers. Micro-organisms: One celled organisms which are too small to be seen by the human eye. Pathogens are negative and are organisms that cause diseases. Other microorganisms are essential to human life in ways such as breaking down food. Cross-contamination: The process by which bacteria or other microorganisms are unintentionally transferred from one substance or object to another, with harmful effect. Contagious: capable of being transmitted by bodily contact with an infected person or object. The Correct Temperatures What is the required temperature 5◦C for the cool room? What is the required temperature -18◦C for the freezer? What is the temperature range 5-60◦C referred to as the Danger Zone? HACCP: HACCP stands for Hazard Analysis Critical Control Point. It is needed by: Business with high risk groups such as hospitals and the army and places that produce food. It involves the identification of potentially harmful hazards in the food chain (from beginning to end) and puts in place to prevent these from occurring by: - Analysing Hazards - Identifying the critical points - Controlling the critical points to ensure that food is safe for consumption. Bacteria Common bacteria are: - Campylobacter - Listeria monocytogenes - Salmonella - E. Coli - Staphylococcus aureus - Clostridium Botulinum Salmonella Source- Intestines & faeces of humans, animals, water & soil, chicken, egg, poultry Infect: Contaminated water or foods such as meat, poultry and eggs. Symptoms - Death, nausea, vomiting, diarrhoea, fever, headaches, cramps. Appear 8-72 hrs can last 1-8 days, sometimes wks. Staphylococcus Aureus Source- Humans: pimples, nose, cuts. Animals/poultry. licking fingers, tasting food, scratching, jewellery wearing during food prep. Infected: Open wounds, cuts on skin, coming into contact with a person who has it. Symptoms- Appear 1-6 hrs. Last approx. 24hrs. Nausea, vomiting, cramps and diarrhoea. Listeria Sources- Wet areas of floors, vehicles, people, soft cheeses Infects: Raw milk, processed meat Symptoms- take 8-90 days. Flu like, fever, nausea, diarrhoea, vomiting and possible miscarriage. Clostridium perfringens Sources – the environment (dirt on fruit/vegetables), raw meat & poultry & the intestines of humans and animals. Infects: Raw meat and poultry, dried and precooked foods. Symptoms- Abdominal pain, stomach cramps, diarrhoea, nausea. Lasts around 24 hours. Bacillus cereus Sources- various foods, particularly rice and leftovers, as well as sauces, soups and other prepared foods which have been left out too long at room temperature. Symptoms- Diarrhoea, abdominal cramps, nausea and vomiting. Lasts 24 hours. Campylobacter Source- Intestines/faeces of human, animals, & birds Infects: Raw and undercooked poultry, unpasteurized milk, contaminated water. Symptoms- Take 2-7 days to appear. Diarrhoea, cramping, fever, headache, nausea, paralysis. Can last 5 days. Escherichia Coli (E coli) Sources- Intestines of animals, humans, failure to correctly wash hands after using the toilet. Infects: undercooked ground beef (used for hamburgers) vegetables grown in cow manure or washed in contaminated water. fruit juice/milk that isn't pasteurized. Symptoms- appear 12-24hrs. Fever, vomiting, kidney failure, death, damage to central nervous system. Clostridium botulinum Sources- Soil, raw meats Infects: often found on the surfaces of fruits and vegetables, seafood, canned foods, processed meats. It can survive without oxygen (Anerobic). Symptoms- Appear 12-36 hrs. Rare, however most lethal bacteria cause nausea, diarrhoea, slow recovery, paralysis, death Personal hygiene Wear clean clothes daily Not eating over food/surfaces Keeping open wounds covered with bandages/waterproof coverings Not spitting, sneezing or blowing over food Tying long hair back Keep nails short, no nail polish/ artificial nails No jewellery Environmental hygiene Cleaning rosters Adequate handwashing facilities No broken, cracked or chipped utensils Clean food surfaces, glasses, etc. Garbage storage facilities Food kept at right temp.  Pest Control systems Hygienic food storage Temperature (under 5 degrees or over 60) (frozen no less than -18 degrees) Cross contamination (e.g. Things on higher shelves don't drip) Time: within their use by dates, minimise time for food to be within the danger zone. Bacteria will double in number every 20 minutes when they are in optimal conditions. Labelled containers Each food group in separate areas of cool room Check use-by-dates Ready to eat food away from raw foods with the raw meat on the lower shelves and the vegetables on the higher ones. Safety Data Sheets A Safety Data Sheet (SDS), previously called a Material Safety Data Sheet (MSDS), is a document that provides information on the properties of hazardous chemicals and how they affect health and safety in the workplace. Outlines the safe use, ingredients, how to mix, appropriate uses, first aid treatment in case of an accident, storage requirements and manufacturer contact details. It has symbols to indicate how safe/toxic a substance is and also what PPE should be used when handling it. What to do if you are a sick employee? Phone manager to inform of illness Visit your local GP to get any antibiotics and a doctor's certificate Do not return to work until the illness if fully out of your system Upon your return to work, give the doctor’s certificate to your manager If you are diagnosed with Salmonella poisoning, you cannot handle food and must recover. After you recover, you must go to the doctors and give a stool sample to check there is no more Salmonella in your gut. After a week you must give another sample and if you are still clear you will be given approval to return to work. Roles and Responsibilities of the EHO. An Environmental Health Officer (previously health inspector) is employed by local councils to ensure that commercial businesses (PCBU-person conducting business or undertaking) is meeting all legal requirements related to food hygiene. EHO is tasked with ensuring that all food businesses meet their legislative obligations and that all food products sold and consumed are correctly labelled and safe to eat. An EHO can: Enter and inspect premises. Examine food for sale. Take samples of foods. Examples records or documents about the handling of food. Take photographs/drawings. Ask employees questions and to provide information. Chopping Boards Colour chopping boards are used to prevent cross contamination. WHITE GREEN RED YELLOW BROWN BLUE Bakery & Dairy Vegetables Raw Meat Raw Chicken Cooked Meat Raw Fish Safety Accidents: An unfortunate incident/sudden event that happens unexpectedly and unintentionally, typically resulting in damage or injury. Injury: Physical harm or damage done to someone’s body caused by an accident or an attack. Emergency: a serious, unexpected, and often dangerous situation requiring immediate action. Incident: something that happens, possibly as a result of something else. Hazard: A situation or thing that has the potential to harm a person. Assessment of risks In some ways, this is like the HACCP process but considers things from the perspective of workers safety (instead of hygiene). Risk assessment techniques include identifying hazards, assessing risks, using and monitoring appropriate control measures. The risk assessment hierarchy of controls involves 6 measures: 1. Elimination: Can you remove the thing that is causing the problem? 2. Substitution: Find another way to do the job (e.g new equipment or techniques). 3. Isolation: Can something be done to limit the use of the machine (e.g the use of a safety guard or a lock so untrained people can’t use it.) 4. Engineering: Redesign the task (e.g buy the meat already cut). 5. Administration: Write policies, procedures and training to people using the machine. 6. PPE: Provide equipment that can help people work safely (e.g mesh butchers glove when cutting meat). Factors of workplace accidents/injuries The most common contributing factors for accidents and injuries in the hospitality industry are: - Lack of protection/safety equipment - Slip, trips & falls - Poor housekeeping/maintenance - Inadequate lighting  - Spills - Obstructions - Faulty or incorrect equipment - Poor ergonomics - Inadequate instruction, training & supervision - Personal factors (stress, tiredness, inappropriate behaviour) - Medical conditions - Unrealistic time frames - Negligence - Fatigue - Exposure to toxic substances Work Health and Safety Act 2011 The aim of the legislation: - Protect health and safety of workers by eliminating & reducing workplace risks - Ensure effective representation, consultation and cooperation to address issues in the workplace - Encourage unions and employees to take a constructive role in workplace safety - Promote information, education & training - Provide effective compliance and enforcement measures - Deliver continuous improvement and progressively higher standards of health & safety Who is covered by the safety act? - Employees - Employers - Contractors - Sub-contractors - Outworkers - Apprentices - Trainees - Work experience students - Volunteers - General Public What does the employer need to do by the safety act? - Ensure the health and safety of workers, so far as it is reasonably practicable. - Provide a safe working environment without any health risks. - Ensure the safe use, handling and transport of machinery and equipment. - Provide adequate facilities for the welfare of workers. - Provide workers with training, information, instruction and supervision so they can work safely without risks to their health. - Provide the required PPE to carry out jobs requiring specialised protective equipment.  - Provide safe techniques for carrying out work. - Allow the staff to vote and have a WHS committee if there is more than 20 staff working in the business. - Cooperate with the WHS committee to resolve safety concerns. - Listen to employees who have safety concerns. What does an employee need to do under the safety act? - Take reasonable care of their own health and safety. - Cooperate with actions made of PCBU to comply with the act and regulation. - Undertake duties that relate to their employment category. - Report safety concerns/observations to WHS committee, manager or supervisor. - Assist injured persons in workplace in some manner if there is an accident/emergency (minimum-contact 000) PCBU: Person Conducting a Business or Undertaking WorkCover NSW Enforces the WHS safety legislation through education, inspections and investigations into accidents and complaints. They can enter most sites after a complaint has been made and it is an offense to reject this. Inspectors investigate any incidents that cause serious injury or loss of life through taking photographs, samples, seizing property, documentation, interviews, and inquiries. They also may give out some penalties and conduct prosecutions such as improvement notices, prohibition notices and fines. Safe Work Australia Provides leadership and coordination for national efforts to prevent workplace death, injury and disease. They work to: - Raise awareness of health and safety in the community. - Putting mechanisms in place to effect change in improving workplace health and safety. - Develop national work health and safety and worker’s compensation policy. - Identify opportunities for improvement in worker’s compensation arrangements. They are commonly seen through advertising in television and billboards, that remind us to stay safe while at work. Unions Union representatives work with employees and employers to improve workplace safety. They commonly represent employees in workers compensation claims and assist with legal advice. Costs of Workplace Accidents Human Cost: Could include death, permanent injury, pain, suffering. Can have a wide effect on the family especially if that person provides the main income. Social Cost: Can cause long-term effects to a family and may require counselling. Lowered staff morale. Economic Cost: Includes medical and rehabilitation costs, loss of normal wages, reduces the amount of money available to spend and therefore changes a family’s lifestyle. Wages of person replacing staff member, costs of training a new person, insurance costs will increase, fines, charges. Financial burdens on families and community through costs such as hospitals and support facilities. Organisational Costs: Time and effort in replacing staff, having to fill in paperwork/forms and investigating the reasons behind the accident. Direct Costs – directly attributable to the illness or accidents: - Salaries/hours worked - Actual number of productive hours - Accident investigation - First aid - Processing of worker’s compensation - Medical costs - Rehabilitation of injured worker - Damage to property/equipment - Increased insurance premiums - Legal costs Indirect Costs – an extension or repercussion of the direct costs of the illness or accident: - Loss of productivity - Loss of staff morale - Increase in absenteeism - Impaired public image - Loss of revenue/business Key Control Master keys are used by a number of different staff members. Instructions of key include: - Sign for all keys when received and returned. - Do not admit guests to their room if they have lost their key, send to reception. - Keep keys attached to yourself. - Never hand keys to anyone, unless signed for. - Do not have id or workplace name attached to your keys. Store master keys in a locked cupboard with security or in the cashier in the manager’s office. Reasons for key control: - Minimise theft (from external people and employees as they don’t have access to expensive items).  - Decrease threat of terrorist planning and planting bombs. - Decrease risk of customer injury. PPE Personal Protective Equipment is equipment or clothing worn by a worker to prevent or minimise exposure to specific hazards. Examples of PPE used in the hospitality industry include: - Non-slip footwear (leather shoes) - Hospitality uniform - Apron - Heat resistant gloves - Chemical resistant gloves - Cut resistant gloves - Goggles/safety glasses Chemical Safety Many chemicals can cause injuries, irritation or diseases. Many different types of chemicals are used in the everyday running of a cafe or hospitality business. Prevention can include: - Follow procedures in place by company - Be properly trained in how to use each chemical - Store in approved chemical containers - Use required PPE - Read labels of chemicals - Store information in a Safety Data Sheet - Common areas of injury 22% - hands & fingers 19% - back 7% - shoulder/knee 5% - eye, wrist & ankle Manual Handling "Manual handling" means any activity requiring the use of force exerted by a person to lift, lower, push, pull, carry or otherwise move, hold or restrain a person, animal or thing. Doing work by hand (without any machines or aids to help). Remember the manual handling techniques when doing heavy lifting and carrying. One in three injuries to Australian workers are caused by manual handling. Serve food and beverage Covers: A cover is a place setting at a table. When a customer makes an order, you may need to change the setting, for example: if a customer orders soup, you add a soup spoon to their setting, and you would remove the entree knife and fork from the table. if a customer orders steak, you replace the table knife with a steak knife. The technical term for this is, adjusting the cover. You would always use a waiter's tray with a cloth on it for this process. Ambiance: The character and atmosphere of a place. This can be influenced by: Music Lighting Temperature Decor (artworks, menu design, furniture, dishes/cutlery) Spacing Styles of service Counter Service: Order and pay at the counter. Menu is simple and may be on a menu or card. No cutlery is pre-set on the table and may be collected by the customer. Food may be carried to the table by the customer or delivered in a casual style. Includes takeaway food. E.g: Gloria Jeans Bistro Service: Cafes and bars with cheaper menus, may serve alcohol. Menu may be on a blackboard or printed with specials on the board. No cutlery pre-set on tables, may be in a container on the table. May have buzzers to pick up food and a longer menu to that of counter service. E.g: Bistro area in an RSL. Buffet Service: Pre-prepared food is displayed on long tables, kept hot or cold as required. Table places are set with the crockery and cutlery required for the menu. Customers pay a fixed price and serve themselves. Often used for functions. E.g: Sizzlers, all you can eat pizza Table Service: A la carte service: Menu generally printed and well-presented. Lists a variety of individually priced dishes. Waiter goes to the table to collect the orders and deliver food and beverages. Food is cooked to order. Crockery, cutlery and glassware is set on the table. Setting is changed as food and drink is ordered. Table service: Food is served directly to the tables by waiters. This is the most common type of service in restaurants. Silver service: Involves the waiter serving the diners at their table from a silver platter/dish directly onto their plate. It is performed using service forks and spoons from the diners left hand side. Table d’hôte (Table of the host): A fixed price meal of set courses. Food is delivered to the table but there is limited or no choice. This will involve seated table service. Menu Styles Cyclic menu: A menu that rotates weekly or monthly, and is commonly used in hospitals/retirement homes or airlines. Set menu with limited choices. Carte du jour: Short list of menu items that are in season or have been purchased for a special price. Usually listed on a blackboard in the dining room or explained to customers by the wait staff. Set menus: Two or more courses, limited range of dishes. Used for large functions such as weddings and birthdays. Buffet menus: Wide range of food that is prepared and displayed on a large table for guests to serve themselves. Degustation menus: Meal of up to 7 courses with little or no choice within the courses. Wine can be selected by the chef or sommelier to suit the food served. Reservations A reservation is when a customer pre-books a table for a particular day and time. The customer needs to provide this information: name, contact number, date/time of booking number of customers (PAX) arrival time special requests e.g. window seat or quiet table any special needs e.g. highchair for a baby, pram access or wheelchair access (they can get in ok), or cake and candles for a birthday. Polish glassware Glassware should be polished before going on tables. To polish glassware: 1. Hold each glass over a bucket of hot steaming water. Hold wine glasses by the base. 2. Polish with a clean, lint-free cloth. Use one hand to cradle the bowl of the wine glass and polish with your other hand. Always handle clean glassware by the stem so you don’t put finger marks on the bowl. Responsible Service of Alcohol Law in NSW, requires all staff who serve or work in areas where alcohol is served to have completed the Responsible Service of Alcohol (RSA) course. This ensures that licensees and staff understand their responsibilities when serving alcohol. Any person required to serve alcohol in their employment must have training in RSA and be over 18yrs old. Steps of Service: 1. Greet 2. Seat 3. Nap 4. Pour water 5. Menus 6. Orders 7. Serve drinks 8. Correct cover 9. Run Entrees 3 minute check: 1. Clear entrees and any unwanted or unused utensils 2. Top up water - ask for more drinks 3. Run mains 4. Waiter will call to back of house "table 3 mains away" when the entree has been cleared. to let them know to get the next course underway. 3 minute check: 1. Clear main plates 2. Give dessert menus 3. Take orders 4. Correct cover 3 minute check: 1. Clear table 2. Ask if they want anything else (coffees) 3. Prepare and present guests with the account 4. Accept payment 5. Farewell  What is included in an order book? Table number Number of people (PAX) Server Time Meals (separated by when they need to be prepared. e.g:Entree, Main dessert). Price Cruet: a usually glass bottle used to hold a condiment (such as salt, pepper, oil or vinegar) for use at the table. Restaurant mise en place for service (FOH) Polish the glassware/cutlery Set tables with cutlery, plates, plates, cruets Check that the waiter’s station is well stocked for the service period. Check that everything is clean (e.g toilets, tables and chairs). Turn on the music, lights and POS systems. Check that everything is in the right position and that tables/chairs are placed so customers can walk between them. Check everything is safe (mopped floors are dry, exits clear and first aid kits stocked). Write any specials on the menu board if required. Floor plan A map that shows how a restaurant should be set up for service. They are created for each service in a restaurant based on the differing reservations. In cafes and bistros customers choose their own tables and floor plans are not used. It shows: Which customers are seated at each table. Which tables are free for customers and which are used for reservations. A floor plan shows: Location of entrance/exists and clear access to emergency exists. Location of toilets Location of things that can’t be moved Space needed to move around comfortably/safely Tables are numbered and clearly shown the amount of people they seat. Getting Connected Communication: A message sent from one to one or more people. Different mediums of communication include: Verbal (talking) Non-Verbal (body language/actions) Written (email, text message, orders, guest requests, technology) Formal communication: Company newsletter, business plan, customer satisfaction, survey, annual report, employee’s manual and review meetings. Informal communication: teamwork, training programs, managers walking around. Open questions: Questions that require an answer with more depth and can include a wide variety of different responses. E.g: What would you like on your sandwich? Closed questions: Questions that are answered with either yes or no. E.g: Did you enjoy your meal? Reflective questions: Questions that require the customer to look back on their experience. E.g: How did you enjoy your meal? Barriers to communication include:  Bias and stereotyping: prejudiced ideas based on a person’s age, gender, nationality, appearance, religion,etc. Lack of empathy: inability to show compassion. Negative subtext: A negative message is suggested without it being explicitly said. Gender issues: Treating each gender differently. Individual differences: Not treating all people differently. Inconsistency: Not treating everybody, delivering the product with the same consistency. Emotions: Letting your personal emotions influence your actions. Physical barriers: Loud music and noises in a cafe could make it more difficult to hear and interpret messages. Inattention: Not noticing details or showing consideration towards customers. Pressure of time: Working within a stressful time frame could cause people to rush and therefore not communicate as effectively. Benefits of good communication Helps with diversity Team Building Builds employee morale Able to understand the information clearly Customers get the correct meal Customers have a good time and are happy with the service provided. Teamwork - The combined action of a group, especially when effective and efficient, to work towards a common goal. Benefits of teamwork More efficient. Blends complementary strengths. Smooth workflow. Less mistakes. Higher productivity. Tasks completed in a timely manner. Good reputation. New skills learnt. Share ideas. Sense of achievement. Prevents stress/enjoyable work environment. Less waiting time. Consistency. Better service. Positive experience. Features of a good team Clear goals that are understood by everyone. Willing to take risks. Realistic deadlines.  Collaborative climate. Commitment. Co-operation. Respect. Listening to each other. Focusing on areas of personal strength. The Anti-Discrimination Act 1977 Relates to discrimination in employment, the public education system, delivery of goods and services and other services such as banking, healthcare and property and nightclubs. It renders unlawful racial, sexual and other types of discrimination in certain circumstances, and promotes equality of opportunity for all people. Causes of conflict Change Implementation of new technologies Interpersonal relationships between workers. External changes Clashing personalities Poor communication lines Poor performance Harassment in the workplace Dealing with customer complaints (7 steps): 1. Listen carefully to what the customer has to say and let them finish. Don’t get defensive and repeat back to show that you have listened. 2. Ask questions in a caring/concerned/sympathetic way and acknowledge the problem. Try to get more information in order to understand their perspective on the issue. 3. Apologise, without blaming. Sincerely say sorry and accept that there is a problem. 4. Suggest/offer/agree on a solution. 5. Resolve the problem quickly/take action. 6. Follow up to ensure the customer is completely satisfied. 7. Report the problem to either the manager or the chef. Types of employment Full-time: 38 hours per week, holiday pay, sick leave, maternity leave, careers leave, set rostered hours, long service leave Part-time: 10-38 hours, regular shift, all awards are pro rata to full time. Casual: Employed only for duration of shift. No holiday pay, no sick leave, no regular hours. Contract Employment: Between employer and employee. Sets out individual conditions including time of employment. Award: Modern awards are industry or occupation based minimum employment standards which apply in addition to the National Employment Standards (NES). Most industries have a modern award which covers all employers and employees in that section. Enterprise agreements: A group of people in industry negotiate their working conditions with their employer. Contract of employment: Working for a specific period of time for a specific wage. Serving Non-alcoholic beverages Prepare & Serve non-alcoholic beverages Types of non-alcoholic drinks - Coffee - Tea - Milkshakes - Smoothies - Flavoured milk - Hot chocolate - Water - Juice - Cordial - Soft drink - Mocktails - Frappes Equipment for making non-alcoholic beverages - Teacups/Saucers - Milk jug - Teaspoon - Tongs - Juicer - Milkshake mixer - Kettle - Post mix systems - Ice machines - Refrigeration - Glass washers - Dishwashers - Cocktail shakers - Waiters friend - Ice scoops/bucket - Pourer - Mesh shaker - Melon baller - Zester - Pip remover - Peeler Coffee Coffee machine set up 1. Plug in machine and turn on (it takes about 15-20 min to warm up) 2. Plug in grinder 3. Place filters into group handles 4. Place group handle into group head 5. Get out 2 pink and 2 blue cloths- wet them 6. Remove milk jugs from top of machine. 7. Put thermometer into milk jug- set up next to wands 8. Get cups onto heating tray (top) o cappuccino cups o latte glass o espresso (demitasse cup) 9. Get out saucers (regular and small) 10. Get out stirring sticks 11. Get out take away cups and lids 12. Get out tea spoons 13. Get out sugar 14. Get out drinking chocolate 15. Get out knock box 16. Get out some milk o check used by dates o use open cartons first 17. Fill up the hopper with fresh beans o Seal remaining beans as tightly as possible o Store in a dry dark place 18. Grind some beans 19. Season the group head (made a shot from each side then tip it out) 20. Make customer orders Types of Milk: Full cream Skim Reduced fat Long life Cafe milk (designed for an espresso machine to give best smooth foam) Soy Almond A2 Different coffee beans Different types: Arabica and Robusta Arabica Robusta Sweeter Aroma/flavour Strong/Astringent flavour Less Caffeine (0.8 to 1.4%) More Caffeine (1.7 to 4.0%) More oils/sugars Fewer oils/sugars Smaller yields Higher yields Higher priced Lower priced Less disease-resistant More disease-ridden Particular about climate & soil More extreme climate/soil High altitude Lower altitude Prefers temperature 15-24 degrees Celsius Prefers temperatures 24-30 degrees Celsius Oval bean with shaped slit Rounder bean with straight slit Wide taste range from sweet-soft to sharp- Harsher or sharper taste tangy Types of Coffee Espresso/Short black: A single shot (30 ml) of coffee. It has a full, dark colour and a strong coffee aroma. Served in a demitasse cup. Long Black (‘Americano’): 2/3 cup or 100 ml of hot water, topped with a double shot (60 ml) of coffee. Served in a glass. Cappuccino: A single shot (30 ml) of coffee. Topped with milk that has been steamed to form a creamy foam. 1/3 espresso, 1/3 steamed milk and 1/3 foamed milk resting on top. sprinkled with chocolate powder. Served in a cup. Flat White: A single shot (30 ml) of coffee. topped with steamed milk. Almost no foam. Served in a cup. Café Latte (Latte): A single shot (30 ml) of coffee. Topped with steamed milk, about 1 cm of dense foam. Served in a glass. Macchiato: A single shot (30 ml) of coffee. Stained with a dash of milk. Served in a demitasse cup. Variations: Macchiato caldo – an espresso with a dash of hot milk placed in the center of the crema. Macchiato freddo – a dash of cold milk is used. Long macchiato – two shots of espresso. Mocha: Dissolve 1 Tablespoon chocolate in hot water. Top with a single shot (30 ml) of coffee. Topped with steamed milk, Include about 1 cm of dense foam. dust with chocolate Served in a glass. Types of Coffee Style of Formulae Description Serving Photo Coffee café latte 30ml shot of Creamy drink Served in a espresso that is served glass with a mixed with in a glass. serviette dense warm wrapped Temperature milk and a around the allows to be 10mm foam outside. drunk within on top. minutes of presentation. Cappuccino 30ml shot Espresso Cappuccino espresso and topped with cup and two thirds milk that has saucer. aerated milk been steamed Crema (velvet in and textured to should circle texture) form a dense, the dome of creamy foam. the foam. Served with chocolate powder. Espresso The basis of Superb aroma. Served in a (short black) most coffee demitasse Full, dark body beverages - cup. capped with a 30ml honey-brown espresso. crown known as the crema. Flat white One-shot Crema should Served in espresso 30 ring surface of 150ml cup ml, with two- the drink. with saucer. thirds hot milk topped with 5 mm dense textured stretched milk. Long black Fill Extraction is Served in cappuccino poured on top 150ml cup. bowl with of water so two thirds crema is not hot water disturbed. and float one-shot 30 ml espresso on top of the water from a double group handle. Macchiato Short – 30ml Espresso Served in a short & long of espresso stained with a demitasse dash of either cup. Long- 60ml hot or cold milk of espresso or foam. Mocha One-shot Topped with Served in a espresso 30 chocolate mug or glass. ml with two powder or teaspoons of syrup. quality sweet drinking chocolate mixed with warm textured milk Piccolo Latte One-shot Small, intense Served in a espresso, cafe latte. 100ml glass. 30ml and Milk should lightly not be too textured hot frothy. milk. Ristretto 15ml Extremely Most espresso. short espresso concentrated (15ml in 15-20 of espresso seconds). beverages. Intense, sweet Served in flavour and pre-warmed long after- espresso taste. cup. Coffee machine pack up 1. Store remaining milk appropriately 2. Remove remaining beans from hopper, store appropriately 3. Remove remaining coffee grind from dosing chamber, store appropriately 4. Clean espresso machine from the top down Remove cups and equipment from the warming tray, store 5. Run water through group heads 6. Dust group heads with special cleaning brush 7. Place blind filter into group handle backflush group head until water runs clear 8. Put measured amount of cleaning chemical into blind filter 9. Backflush with chemical 10. Rinse group head with clear water 11. Separate group handles and filters 12. Hand wash group handles and filters (these should be regularly soaked in cleaning chemicals- no plastic parts should be soaked in chemical) 13. Wipe steam wand with designated cloth 14. Run water through steam wand 15. Switch machine off and unplug 16. Wipe front and sides of espresso machine with wet cloth 17. Remove drip trays hand wash, rinse and air dry 18. Clean loose grind from under grinder 19. Use designated cloths to sanitise bench 20. Empty knock box 21. Hand wash knock box and air dry Safe use of espresso machine Water and electricity do not mix and must, therefore be separated. Electrical cords- Need to be kept away from any potential water and spills. Spills- must be cleaned up immediately. Wet hands- Do not touch buttons or operate machine with wet hands. Appropriate non-slip floor mat. Use of PPE (apron, non-slip leather shoes). Care with steam wand. Regular professional servicing. Checking pressure gauge. Check condition on electric cords. Texturising milk Foaming/frothing & swirling Produced using this process: 1. Steam the milk. 2. When double the volume of milk is achieved, raise the jug so the hissing sound is no longer heard from the steam wand. 3. Continue heating the milk, watching the whirlpool movement of the milk. 4. Watch the thermometer, turning the steam off when the temperature reaches 60-65 degrees. 5. The surface of the milk should be shiny as you swirl the jug. 6. If there are any bubbles on the surface of the milk, tap the bottom of the jug. 7. Keep swirling the milk until needed as textured milk and foam will separate if you stop. Skim milk must be textured after espresso has been made, as it separates quickly. Mise en place Mise en place is a French term meaning 'everything in its place.' It involves all the preparation of ingredients before cooking commences, the setting up and preparation of workstations for the cooking of food or the assembling of the dish. Effective preparation will minimise wastage, save time and ensure dishes are prepared within the time period required. Workflow Workflow is the precise steps of a task, including logical sequences, organisation, time constraints and cooperation. Key parts of a workflow plan include logical sequence, time efficiency, planning and organisation, time constraints and cooperation. Source and use Information on the Hospitality Industry Primary Sources: Obtaining Information first hand. Eg. guest evaluation forms, popularity of menu items, customer complaints, telephone surveys. Secondary Sources: Obtaining information from a source that has already conducted the research. Eg. Internet, Australian Bureau of Statistics, newspaper, journals, magazines Sources of information: Workplace manuals, colleges/managers, media, government, customers, questionnaires, trade union, libraries, industry journals, unions, training courses, industry association, internet, books, networks Industry: A distinct group of productive or profit making enterprises. Allied industries: Two or more different industries that work together towards the same purpose. E.g the entertainment industry, food and beverage manufacture/production, MICE (meetings, incentives, conferences and events), recreation, retail, tourism & travel and wine production. Sector: A distinct part or branch of a larger enterprise. There are 8 in Hospitality. E.g Accommodation, Clubs, Entertainment/Recreation, Food/Beverage, Gaming, Meetings/Events, Tourism/Travel, Visitor information services Key Departments: A smaller part of each organisation within a hospitality establishment that focuses on a specific area of the business. E.g Accounts/Finance, Food & Beverage, Food production/Kitchen, Front Office, Housekeeping, Human Resources, Gaming, Maintenance, Sales/Marketing, Security. Quality: Satisfying the needs of a customer at a price the customer is willing to pay. Quality Assurance: Involves standardisation of services and products delivered so that major variances do not occur within an establishment when providing a product or service. E.g Reputable suppliers, staff training, hygienic work practises, standardised recipe cards, standardised procedures. Quality control: Assessing the end project to determine whether or not the organisation’s standards have been achieved. E.g: ‘Mystery guests’ to assess the products and services of an organisation's. Floor supervisor inspects rooms after they have been cleaned. Accreditation: A system regulating an organisation's standards such as a 5 star rating. They are used worldwide and give potential guests a guide to the level of service within an enterprise. Quality assurance schemes include: HACCP o Hazard Analysis Critical Control Point: Involves the identification of potential harmful hazards. It improves the quality for customers as all food is handled carefully in a way that minimises the risk of cross-contamination. Scores on Doors o This is a hygiene/food safety program that displays the results of inspections to customers to show who is complying with NSW hygiene and food requirements. Certificates are awarded for three stars (good general hygiene), four stars (very good hygiene) and five stars (highest expected level of hygiene). Good Food Guide o Administered by the Sydney Morning Herald who employs the best country's leading food critics to contribute to an independent, anonymous and unbiased annual restaurant guide. It has a scoring system and if a restaurant is considered very good it can receive one to three chefs hats. Trends in the Hospitality Industry Pulled pork Crazy Milkshakes Savoury Desserts Bush foods Pop up shops Food Truck Invent your own Uber eats Online ordering Track your delivery Health/wellbeing movement (organic, free range, whole food, acai bowls) Legislation Relevant to Hospitality Privacy: Privacy Act 2003 Hygiene: NSW Food Act 2003 All food must be prepared in a hygienic way, so that customers don’t get sick from food poisoning. Liquor: Liquor act 2007 (NSW), Liquor regulation 2008 (NSW) Have to apply and pay a fee for license. Fees based on risks with the business. Set requirements and application procedures. Need RSA. Gaming: Gaming Machines act 2001 (NSW), Gaming Machines Regulations 2010 (NSW) Sets out application requirements, number & type of machines, trading hours permitted, display of clocks, probability of winning and warnings. Environment: Smoke Free environment act 2000 (NSW), Smoke free environment regulation 2007 Illegal to smoke in public places. Employers have a duty of care for the health, safety and wellbeing of employees/customers. Health and Safety: Work Health and Safety act 2011 To provide employees and employers guidelines so that workers are safer and avoid injuries/fatalities. Consumer Protection/Trade Practises: Fair trading act 1987 (NSW), Competition and consumer act 2010 (Cwlth) Organisations must offer safe products and ensure correct description and product information is provided. Workplace Relations: Fair work act 2009 How parties interact in relation to human resources to determine wages and working conditions. Equal Employment Opportunity: Equal Employment Opportunity (commonwealth authorities) act 1987, Equal opportunity for women in workplace Amendment act 2012 (Cth) Stipulates that employment must be based on merit rather than irrelevant characteristics such as age, gender, sexual preferences or disability. Anti-discrimination: Anti-discrimination act 1977 (NSW) Customers and employees cannot be discriminated based on age, gender, pregnancy, disability or nationality. Ethics: Ethics refers to doing what is morally right. Ethical Issues include: Confidentiality: Guest names and information must not be disclosed with anyone. Pricing: Customers should be aware of the quality in relation to the price they are paying. Tipping: In some countries, tips are expected due to low level wages, generally 18- 20%. In Australia, tips are not expected due to higher pay levels. Some ethical issues arise on how to split tips. Overbooking: A common practise as some bookings may be no-shows, so revenue does not decrease. Some tables in restaurants may all be filled due to this method. Customers may be given a complimentary drink, seated in a lounge area or given a menu. Commissions: A monetary sum given to employees who achieve a certain sales target. Employees may recommend certain upgrades rather than taking in the needs of the customers they are serving. Familiarisations: Employees may be compelled to give family members special treatment. This may cause employees to give free items/larger servings/discounts and is unethical when it is done against the manager’s discretion. Current and Emerging Technologies Websites Can be frequently accessed to view accommodation, facilities, pricing, location, opening hours, events/promotions, download menus, online bookings and feedback. They must be regularly updated. Often personal with an ‘about us’ section. They can select keywords carefully by incorporating common words typed into a search engine. Emails Enable organisations to keep in touch. Before a company can use emails to promote the business, they must ensure permission has been given by privacy law. Social Media Sharing of information between people using social media platforms such as Twitter, Facebook, Instagram. Ability to reach many people. Post consistently, around once a day. Customers may also share their pictures on Instagram or Facebook. Organisations may offer complimentary beverages, or specials for liking/sharing them on social media. Controversial status’ may go viral, therefore businesses must be careful when posting. Organisations may have a code of conduct or a social media policy. Internet access Some organisations provide free Wifi. They may be limited, unlimited, or have a time limit to reduce costs. Critic Websites TripAdvisor, Eatability: potential to access thousands of people. Beneficial if good ratings, however detrimental if negative/poor comments. All feedback should be responded to. iPads/Tablets Range of tools/apps for workplace. Recipe apps to refresh staff and deal with customer requests. Used as a reference (standard recipe cards/photos). Information on menu items, ingredients, and pictures. Apps for ordering stick, feedback, recording meetings, rostering, financial analysis, and to keep up to date on training courses. Digital menu boards, interactive menu boards Customers can place their own orders or view the menu from a large board. Quick, easy for a customer to do. However, they may glitch and stop working and may have a large initial setup cost.  E.g: McDonalds order boards, Zeus restaurant (without any waiters) Online reservation systems An online reservation system will accept bookings for a service online. Advantages include: Efficient/fast saving staff time, reservations open 24/7, faster payments, reduce no shows, easily upsell/add-ons, modernised approach Disadvantages: Good, reliable internet access, costly (per transaction/monthly), security issues, influx of new customers Kitchen Equipment Investment in equipment can contribute to an efficient kitchen, increase amount of covers served, reduce chefs required, and enable organisations to provide new food. Some equipment is fairly new, while technology has further improved others. This includes: o Blast chillers preventing deterioration o Soup kettles quickly bringing large amounts of water to boil o Salamander o Flatbed grill o Dishwashers POS systems Enable orders to be put through, meals prepared immediately and accounts finalised. Timely, reduced errors, however expensive initial setup costs. Group buying websites Daily discount deals. Growth has been flat due to a number of complaints on issues such as redeeming vouchers, non-supply and poor service. Benefits for some businesses due to large numbers of subscribers. Some businesses can’t cope with the large numbers of phone call bookings. Issues affecting the Hospitality Industry Government Initiatives Actions taken by the government. They are diverse in nature and change on a regular basis depending on society’s needs. o Drug and Alcohol related violence: One-punch assaults have led to tougher sentences and an increased media campaign to raise awareness. For the Hospitality Industry, lockout laws of 1:30am lockouts and 3am last drinks, have been imposed in the CBD precinct. There is a freeze on the issue of new liquor licenses for pubs/clubs and a risk-based liquor licensing scheme. o Marketing Australia: In 2004, the government set up Tourism Australia. It is responsible for attracting international visitors to Australia and encouraging Australians to travel domestically. IT has flow on effects for Hospitality, increasing visitor numbers which leads to additional business. o Obesity: Over 50% of the Australian population are overweight. The government responded by healthy eating campaigns, increasing school  canteen requirements to decrease to overweight trend in Australia. School canteens must sell healthy foods, with smaller servings to avoid children overeating. o An idea recently being tested by the government is that people with welfare cards in remote areas are being given a card-like debit card that can only be used to buy food, and not alcohol. Education, training and employment Food Safety o The government has made the Name and Shame website, Scores on doors program, and the introduction of a mandatory Food Safety supervisor. Government initiatives include: o Subsidise training costs for areas with skills shortages. o Subsidise wages or provide incentives to hire specific workers such as apprentices or unemployed. o Make student loans more accessible. o Investment and grants towards Trade Training Centres. o Establish Skills Australia to identify skills shortages. o In the 2012-13 Federal Budget, over one billion dollars was allocated to vocational education and training. o Grants for the Australian Apprenticeship Mentoring program. o 457 visa was adapted to sponsor overseas workers to address skills shortages. Emerging Markets Refers to a group of customers, a product or type of organisation that is experiencing rapid growth. o Food Trucks: aim of attracting a different market in various locations of the city. Each truck offers different menus and are located in areas that have limited food and beverage facilities. They rely on social media to inform customers on their whereabouts. o Pop-Up restaurants: Unique experience for a relatively short period of time, from a few weeks to a few months. Offer a fair bit of hype. o E-Business: The internet has allowed access to a wider market as customers can can view products and services, and make bookings online. This can offer increased business for small-medium organisations. However, price competition is important to customers comparing organisations and discount rooms may be offered. The management of online customer service is integral to this internet presence. o Healthy Menus/Special diet options: The focus on healthy meals and menus that cater for diets such as gluten free, lactose free, diabetic and vegetarians has increased significantly. o Baby Boomers: Those born between 1945-1961. They have a high disposable income and like to travel. Caravan accommodation and socialising is popular with this group.  o Schoolies Week: Year 12 school leavers having a break after final exams. Accommodation sector promotes heavily to this group. Security and safety remain an issue and some organisations have banned schoolies. Industry Expansion/Retraction Growth periods within the hospitality industry. Includes: o Asia is an important market for Australia due to its proximity. China is the most significant with a population of 1.36 million and has the fastest growing economy in the world. The government has offered grants for organisations to attract this market and increase arrivals further. o Celebrity visits to Australia has resulted in a positive exposure for Australia globally. o International sporting events such as the 2018 Queensland Commonwealth games or when the Royal family visited Australia led to wider tourism. o Cultural events such as the Tamworth music festival are extremely important for establishments within these regions. Retraction refers to periods where there is no growth or negative growth. o Examples Include: o The 2011, Queensland floods and Cyclone Yasi, affected tourism to Queensland and caused significant damage. o New Zealand experienced devastating earthquake reducing the number of inbound tourists in the area. o The 2008/9 Global financial crisis triggered global recession and impacted significantly on financial markets. o Hotel bookings decrease as Airbnb increases. Restaurant eating decreases as Uber eats increases. Labour Issues There are limited full time positions and most are casuals so labour turnover is very high. The recent changes to penalty rates in the hospitality industry, which was made by the government, include workers losing their Sunday penalty rates. This has angered workers as they are receiving less pay. It is cheaper for a business to be open and they can now stay open longer hours and do more business over the weekend. Customers are also happy as there are more places open at an affordable price on the weekend. There are peak times during holiday periods and therefore the work is seasonal. Hospitality organisations look at strategies to retain staff. o This includes flexibilities with rosters, staff development, better working conditions, and adopting a range of non-monetary benefits. There is a shortage of qualified chefs due to an increase in retention rates at school and negative social attitudes towards trade work. Online courses allow time poor individuals to understand the courses and complete coursework in their own time. Workers may be unaware of their rights and paid unjustly. The Fair Work Act has simplified the industrial relations framework, making it easier for organisations to comply.  The explosion of media competitions/shows relating to food (MKR, MasterChef, baking shows, etc.) means that customers believe that they are chefs and have an increased knowledge about food and beverages than ever before. They are also well travelled and looking for new, exciting dining experiences. Therefore, the hospitality industry and workers need to stay up to date, especially on emerging industry trends.