Work Health & Safety (WHS)
What does PPE stand for and give two examples used in hospitality?
PPE = Personal Protective Equipment. Examples: gloves, hairnets, aprons, safety shoes.
What is the 'Danger Zone' temperature range for food?
Danger Zone: 5°C to 60°C — range where bacteria grow rapidly.
What is the first thing you should do when a customer enters the venue?
Greet them promptly with a smile and friendly tone.
What is an example of verbal and non-verbal communication in a café setting?
Verbal: "What would you like to drink?" Non-verbal: Nodding or smiling.
Name two sectors of the hospitality industry.
Sectors: Accommodation, Food & Beverage, Entertainment & Leisure, Travel & Tourism.
Name one responsibility of an employer and one of an employee under WHS legislation.
Employer: Provide a safe work environment. Employee: Follow safety instructions and use PPE.
Name two signs of food spoilage.
Signs: sour smell, slimy texture, discoloration, mould.
What are three qualities of excellent customer service?
Friendly attitude, good communication, problem-solving.
Why is active listening important when taking orders?
Helps avoid mistakes, ensures orders are correct, builds customer trust.
What is the difference between front-of-house and back-of-house roles?
Front-of-house: customer-facing (e.g., waiter). Back-of-house: behind the scenes (e.g., chef).
What is the correct procedure if a fire breaks out in the kitchen?
Turn off heat sources (if safe), raise the alarm, evacuate according to procedures, use fire extinguisher if trained.
What are the four key principles of safe food handling?
Clean, Separate, Cook, Chill.
How would you handle a complaint about undercooked food?
Apologise, offer to replace the meal or inform the supervisor. Stay calm and polite.
What should you do if you receive unclear instructions from a supervisor?
Politely ask for clarification or repeat the instruction to confirm
What is mise en place and why is it important?
French term for “put in place”; prepping ingredients and equipment before service.
What does a Safety Data Sheet (SDS) provide information about?
It provides information about a chemical's hazards, safe handling, storage, and emergency procedures.
What legislation governs food safety practices in NSW?
NSW Food Act 2003 and Food Standards Code (Australia New Zealand).
Why is body language important in hospitality customer service?
It shows professionalism, confidence, and approachability—positive posture and eye contact are key.
List two types of communication systems used in a kitchen.
Kitchen dockets/tickets, buzzers, verbal orders, point-of-sale systems.
Name and describe two types of menus.
À la carte: individual priced items; Table d’hôte: set menu with fixed price.
Explain the hierarchy of hazard control with an example relevant to hospitality
Hierarchy: 1) Eliminate, 2) Substitute, 3) Engineer controls, 4) Admin controls, 5) PPE. Example: Using a machine guard to prevent cuts.
Explain how to calibrate and use a food thermometer.
Insert thermometer into thickest part of food, wait for steady reading. To calibrate: place in ice water (should read 0°C) or boiling water (should read 100°C).
Provide an example of upselling in a restaurant.
Example: Suggesting a side dish or dessert with a main meal ("Would you like fries with that?").
How do effective communication skills improve teamwork in hospitality?
Reduces misunderstandings, builds trust, improves coordination and efficiency
Explain the role of a Food and Beverage Attendant in a fine dining setting.
Greets guests, takes orders, serves food/drinks, ensures customer satisfaction with fine etiquette.