1400688
Description
Flashcards by Alex Maguire5363, updated more than 1 year ago
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Created by Alex Maguire5363
over 9 years ago
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| Question | Answer |
| What are some Australian Hospitality Industry facts? | - Employment in the hospitality and tourim industry has increased by approx 22% between 2000-2010 - Almost half a million people are employed in this industry - It is one of the top five growth industries in Aus. |
| What are examples of hospitality industry sectors? | - Accomodation - Food and Beverage - MICE - Clubs - Gaming - Entertainment and Recreation - Travel and tourism services - Visitor information services |
| Name some examples of occupational areas in the food production area | - Kitchen Hand - Cook - Sous Chef - Head Chef |
| Name some attributes required to work in a customer service industry | - Attendance + Punctuality - High level of personal hygiene - Safe work practices - Good attitude - Ethical behaviour - Honesty - Following directives - Appropriate dress - Confidentiality |
| Define: Quality Assurance | Is the consistent provision of a product or service to a high level |
| What 3 things contain conditions of employment | - Industrial awards: Hospitality Industry (general) award 2010 + Restaurant Industry Award 2010 - set the terms and conditions for a defined period of time - Enterprise agreement: A work contract negotiated between employer and employees - Workplace agreement: wage and working conditions negotiated to a set of rules and conditions at an individual work place |
| Name the 4 types of employment | - Full time - Part time - Casual - Contract |
| What is an apprenticeship? | - A long term commitment where a person works and trains in a skilled trade. On successful completion, the person becomes a qualified tradesperson |
| What is a traineeship? | - Is an undertaking of a shorter-term contract to be trained in a vocational area. On completion of a traineeship, the person is eligible to receive a minimum of a Certificate II in the chosen vocational area |
| The Food Act 2003 (NSW) as amended + Food Regulation 2010 (NSW) entail... | - Both pieces of legislations are designed to protect consumers and to provide food handlers with guidelines on how to handle and prepare food - Enterprises and food handlers must follow strict levels of hygiene - Food must be safe and suitable for human consumption - Food may not have deteriorated or be spoiled or contaminated in any way prior to sale - Food must fit the description given prior to sale. Food must not be altered in any way without the knowledge of the customer - Food must be transported safely and if perishable in a suitably refrigerated and lined vehicle |
| The Work Health and Safety Act 2011 (NSW) | - Protect workers and other persons against harm to their health, safety and welfare through the elimination or mimisation of risks arising from work or from specified types of substances or plant - Provide fair co-operative and equitable representation in relation to workplace health and safety - Encourage union and employer groups to actively participate in promoting improvements in workplace health and safety |
| The Liquor Act 2007 (NSW) Liquor Regulation 2008 (NSW) | - Provide information regarding licensing - Where / When alcohol can be served and the legal drinking age - Establishments must practice harm minimisation + Responsible service of Alcohol Those who serve alcohol must be over the age of eighteen and must have training in the responsible service of alcohol |
| Smoke Free Environment Act 2000 – No. 69 Tobacco Legislation Amendment Act 2012 | - “Promote public health by reducing exposure to tobacco and other smoke in enclosed public places” Act affects cafés, restaurants, clubs and pubs |
| Gaming Machines Act 2001 (NSW) Gaming Machines Regulation 2002 (NSW) Gambling Legislation Amendment (Responsible Gambling) Act 1999 | - Minimise the harm associated with the misuse and abuse of gaming and the responsible conduct of gambling |
| Workers Compensation Act 1987 Workplace Injury Management and Workers Compensation Act 1998 | - Prompt treatment of and effective management of injury and recovery - Provision of rehabilitation of the injured worker and income support for the worker and his or her family |
| The Fair Trading Act 1987 (NSW) – No. 68 Competition and Consumer Act 2010 | - Protect rights of consumers and ensure they are receiving a product which is safe as described and complete with product info - Promoting competition and fair and equitable trading as well as protecting customers |
| Fair Work Act 2009 (Established the national industrial relations system which covers Employers and employees | - Set of 10 minimum National employment standards - Modern awards that apply nationally for specific industries and occupations - A national minimum wage order (where it applies) - Enterprise bargaining Protection from unfair dismissal |
| Disability Discrimination Act 1992 | - Illegal to discriminate against a person due to an actual or perceived disability or those with diseases |
| Racial Discrimination Act 1975 as amended (Cth) | - Illegal to discrimate against a person due to their race and aims to create equality for all people |
| Sex Discrimination Act 1984 – Act No. 4 As amended (Cth) | - Illegal to discriminate against a person due to pregnancy or sexuality; promotes equality between the sexes and prevent sexual harassment |
| The Privacy Act 1988 (Cth) | - Legislates how personal information is collected and used, disclosed and secured in the public arena. |
| What are the costs of workplace injuries? | - Human - Economical - Organisational - Social |
| What are the 3 - step risk control measures? | 1. Eliminate the risk 2. Minimise the risk by substitution, modification, isolation, introduction of additional equipment 3. Other controls (e.g. adoption of safe work practices, use of PPE) |
| Causes + Prevention of common workplace injuries | - Poor housekeeping - Lack of protection and safety equipment - Poor maintenance - Inadequate lighting - Poor ergonomics - Personal factors - Unrealistic time frames - Exposure to toxic substances - Faulty or incorrect equipment - Unrealistic time frames |
| Define: communication | - The exchange of information |
| Name the types of customers | - New or Repeat - External - Internal - With a routine of special request - People with disabilities - People with a range of social, cultural and ethnic backgrounds |
| What is the communication cycle | Sender: Person giving the message Receiver: Person receiving the message Message: The information that needs to be conveyed Feedback: Ensuring the message got to the receiver in the form intended |
| Types of communication | Verbal Non - Verbal Written |
| Name some barriers to effective communication | - Bias / Stereotyping - Lack of empathy - Negative subtext - Gender issues - Emotions - Individual differences - Physical barriers - Inattention - Time pressure |
| Good telephone etiquette | Greeting, language, tone, clear articulation, volume, accurate relaying of messages |
| Factors that influence needs and expectations | - Social - Cultural - Religious - Economic - Age - Personality - Interests - Perceptions - Likes |
| Define: Team | - A group of people who work together to achieve a common goal |
| Define: teamwork | - Is working in a group to achieve a common goal or task |
| What is culture? | - Culture means the way we do things - We live with and related to a wide range of people, often with cultural backgrounds different to ourselves - Cultural impacts on the way we dress, greet others, prepare food and transact business |
| Elements of cultural diversity | - Festivals and celebrations - Work ethic - Food preferences + dietry needs - Language - Interpersonal relations - Social values - Religion - Customs - Communication - Family structure and obligations - Product/ Service preference |
| Four step approach to solving problems can assist the team when addressing difficult situations or decisions in the workplace | 1. Identify the problem 2. Consider the solutions 3. Action 4. Follow-up |
| Dealing with workplace misunderstandings | - Flexibility - Promoting cultural celebrations - Use staff cultural skills - Use staff training sessions to educate staff - Have training manuals and signs in various languages - Be familiar with local cultural sites and religious centres |
| Define: Environmental Sustainability | Is the result of using resources so they satisfy the needs and wants of society, but are not damaged or depleted, and are available to future generations Reduce, Reuse, Recyle |
| In what three contexts can sustainability be thought about? | 1. Social sustainability: Looks at the way we can meet the needs of our current generation without depleting or degrading the resources available for future generations. 2. Economic Sustainability: Is achieved when an organisation has adapted ways in which to use their resources more efficiently and effectively to using renewable energy resources and using water efficiently 3. Environmental sustainability: is the combination of resource management by society and the ability of an ecosystem to sustain itself and maintain its normal processes, biodiversity and productivity |
| Define: Resource | The mechanisms that we need to help us fufill a task or something we use for support of help e.g. Book or instruction manual |
| Types of resources used in the hospitality industry include... | - Human: skills, time, energy and resources - Facilities and equipment - Raw materials: food, wood, paper, metal - Stock and Supply: Linen, cutlery, chemicals, food, stationery |
| Commonly used resources which are potential environmental threats include... | Paper - Deforestation *Recycling takes up 90% less water and 50% less energy than making it from a tree Plastic - Long lasting; toxic when burned Hazardous materials (cleaning agents) - Cause potential harm to the environment and to humans + animals |
| In order to minimise potential negative impacts caused by poor environmental awareness of work practices we must use... | - Efficient use of energy and resources - Opportunities for use of alternative forms of energy - Renewable, recyclable, reusable and recoverable resources |
| Define: Hazard | A danger or risk |
| Define: Risk Assessment | Evaluation of potential risks |
| Define: Occupational Health and Safety | Area concerned with protecting the safety, health and welfare of people engaged in work or employment |
| What are the employer responsibilities under WHS act? | - Maintaining safe condition in places of work - Providing adequate facilities for the welfare of employees - Consult with employees on WHS matters - Must ensure health and safety of visitors or non-employees |
| What are the employee responsibilities under the WHS act? | - Must not obstruct attempts to give aid - Take reasonable care of the health and safety of themselves and others - Must not disrupt the workplace by creating false health or safety fears |
| What is PPE and name some examples... | Personal Protective Equipment - examples include; gloves, goggles, leather shoes, ear muffs, apron/ breast jacket |
| Define: incident | Refers to any event that happens (unforeseen minor occurrence) |
| Causes of common workplace injuries include... | - Spills - Trips - Lack of PPE - Fatigue - Stress - Poor Ergonomics - Poor maintenance - Negligence |
| Measures to prevent common workplace injuries include; | - Following safety procedures Taking adequate rest breaks - Using PPE - Risk management - Stress management techniques |
| Name some physical hazards | - Lifting heavy loads - Poor lighting - Faulty machinery - Liquid spills - Blocked stairways and emergency exits |
| Name some psychological hazards | - Fatigue - Bullying - Violence - Work related stress |
| The emergency contact numbers for mobile and landline are... | Mobile : 112 Landline: 000 |
| Information that is required for emergency services | - Location - Nearest cross/street - Nature of incident - Number of casualties - Nature of injury - Contact name + number |
| What is the primary role of : 1. First Aid Officer 2. Security officer 3. Safety officer/ representative | 1. To provide first aid 2. Deter crime by their presence, detect crime, observe and report 3. Promote WHS, manage risks and hazards in their area, develop injury and incident prevention strategies |
| What is the procedure in event of emergency? | Notify: - Appropriate authorities (emergency services, work cover) - Colleagues - Supervisors Implement: - Workplace policies and procedures Then: - Evacuate - Secure the building - Reporting |
| Ways to ensure portion control include; | - Standardised recipes - Correct utensils - Measures and equipment |
| Define: Waste minimisation | - Minimisation of waste at its source to minimise the quantity required to be treated and disposed of, achieved usually through better product design and / or process management |
| Define: Work Flow | Progression of steps (tasks, events, interactions) that comprise a work process; involving two or more people, and create or add value to the organisation's activities |
| Name some food preparation techniques | - Portion control - Correct storage - Handling and preparation of foodstuffs - use of off-cuts and reusable by-products - Waste minimisation |
| What are the 6 precision cuts? | 1. Julienne (matchsticks) 2. Brunoise (very fine dice 3mm in size) 3. Jardinere (small batons) 4. Macedoine (Diced vegetables 8mm in size) 5. Chiffonade (Finely shredded) 6. Paysanne (Slices of vegetable in a variety of shapes) |
| Examples of equipment classified as; Mechanical | - Usually small enough to be moved around freely e.g. Madolin |
| Fixed equipment examples: | - Shelving - Bench |
| What are the two types of cutting surfaces? | Yielding: Wood or nylon Unyielding: Metal, stone, ceramic (never cut on) |
| What are the 6 types of menus? | - Table d'hote : set menu at a fixed price - Set menu: predetermined, price P.P. - A la carte: "from the card", individually priced/ any combo - Function: Particular occassions, two or three courses chosen by the host, price P.P. - Buffet: Predetermined cost, customers select (in some cases also serve) their own food - Cyclic: Operate in managements with the same people who dine daily (e.g. hospital), range from 7 - 27 day cycle, repeated |
| Storage and handling of dairy products requirements | - Always store below 4* - Used before expiry date - Packaging remain intact - FIFO |
| Requirements for storage and handling of dry goods | - Should be stored in a cool, dry place - Placed in airtight containers (not in original packaging to prevent infestations) |
| Requirements for the storage and handling of meat | - Keep out of the danger zone - Placed on the bottom shelf, on a rack, above a tray (collecting any juices that should fall) |
| Storage and handling of seafood | - Stored separately - Preferably in an airtight bag - Freeze or refrigerate when not using |
| The two types of coatings are: | - Wet: batters; flour and egg, flour and milk - Dry: Breadcrumbs, cornflakes, cereals and nuts |
| Types of garnishes | - Twists - Curls - Wedges - Rose - Fan - Turning - Scoring - Croutons |
| Considerations made for the presentation of food | - Temperature - Plate / Portion size - Placement of food - Removing / Avoiding grease marks, spills and drips |
| Strategies to promote a cooperative working environment. | - Good communication - Mutual respect - Teamwork |
| Examples of dry heat methods of cookery | - Baking - Grilling - Shallow frying - Deep frying - Roasting |
| Examples of moist heat methods of cookery | - Braising - Steaming - Blanching - Stewing |
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