Hygienic Practices & Safe Food Handling
What is the term for the transfer of harmful microorganisms from one food, surface or person to another?
Cross-contamination
What does WHS stand for?
Work Health & Safety
Give three examples of non-alcoholic beverages that may be served in a hospitality establishment.
tea, hot chocolate, juice, soft drink, smoothies, milkshakes, mocktails, iced coffee.
What is the name of the coffee beverage made by forcing hot water under pressure through finely ground coffee?
Espresso
What is active listening?
Giving the customer your full attention and demonstrating that you understand what they are communicating.
What is the difference between cleaning and sanitising, and why are both important when handling food?
Cleaning removes food residue, dirt and grease from a surface.
Sanitising reduces microorganisms on a cleaned surface to a safe level.
Both are important to prevent contamination and reduce the risk of foodborne illness.
Identify two hazards that could occur in a hospitality workplace.
Wet floors, hot surfaces, sharp knives, electrical equipment, lifting heavy items, chemicals, steam.
What is mise en place and why is it important when preparing beverages?
It means having the ingredients, equipment and workstation prepared before service. It improves efficiency, organisation and consistency.
Name three espresso coffee beverages.
espresso/short black, long black, flat white, cappuccino, latte, macchiato, piccolo latte, mocha, ristretto.
Name two ways a hospitality worker can demonstrate good customer service.
positive body language, active listening, being polite, responding promptly, showing product knowledge, clarifying requests.
A food and beverage worker is preparing sandwiches for customers. Identify three hygienic practices they should follow to ensure the food is handled safely.
Wash hands thoroughly before handling food.
Use clean and sanitised equipment and preparation surfaces.
Keep raw and ready-to-eat foods separate to prevent cross-contamination.
Avoid handling food when unwell or experiencing symptoms of foodborne illness.
Store potentially hazardous foods at safe temperatures.
A hospitality worker needs to carry a heavy box of supplies from the storeroom to the kitchen. Identify two safe work practices they should follow to reduce the risk of injury.
Use correct manual handling techniques, such as bending the knees and keeping the load close to the body.
Assess the weight and size of the box before lifting and seek assistance if it is too heavy or awkward.
Keep the pathway clear before carrying the box.
Wear appropriate enclosed, non-slip footwear.
Why is consistency important when serving non-alcoholic beverages?
Customers expect the same quality, volume and appearance each time they order the beverage. Consistency supports customer satisfaction and business reputation.
What is tamping, and why is it important when preparing espresso?
Tamping compresses the ground coffee evenly in the portafilter. It helps water flow evenly through the coffee and contributes to a consistent extraction.
A customer complains that their coffee is cold. What is an appropriate first response?
Listen to the customer, acknowledge the problem, apologise appropriately and seek to resolve the issue according to workplace procedures.
Explain why temperature control is important when storing and serving potentially hazardous foods.
Temperature control limits the growth of harmful microorganisms and reduces the risk of foodborne illness. Foods must be kept within safe temperature requirements and monitored appropriately.
What is WHS consultation, and why is it important in a hospitality workplace?
WHS consultation involves workers and employers communicating and working together to identify hazards, assess risks and determine ways to make the workplace safer. It is important because workers can contribute their knowledge and experience, hazards can be identified early, and effective control measures can be implemented to help prevent workplace injuries and illness.
A customer orders a milkshake. Identify three pieces of equipment needed to prepare and serve the beverage and state the purpose of each.
Milkshake mixer/blender – combines the ingredients to create a smooth, consistent beverage.
Measuring jug – measures liquid ingredients accurately to ensure consistency.
Glassware – provides an appropriate vessel for serving and presenting the milkshake.
Ice cream scoop – measures consistent portions of ice cream.
An espresso is extracting too quickly and tastes weak and watery. Identify one likely cause and one adjustment that could be made.
A likely cause is coffee that is ground too coarsely. An appropriate adjustment would be to grind the coffee finer, then test the extraction again.
A hotel restaurant offers an all you can eat breakfast with a wide range of hot and cold foods. Identify the menu/service style and explain one advantage for the customer and one advantage for the business.
Buffet menu/service. Customer: provides variety and allows them to choose their own food/portion. Business: can efficiently serve large numbers of customers and reduce individual table service requirements.
A customer tells you they have a severe peanut allergy. Explain three actions the hospitality business should take to minimise the risk to this customer.
take the allergy seriously and communicate it to relevant staff; prevent cross-contact through cleaning/sanitising and separate utensils/equipment where appropriate; check ingredients; follow the business's allergen procedures; clearly communicate with the customer; ensure the correct meal is delivered.
A hospitality employee is injured at work because a known hazard had not been addressed. Explain the potential legal consequences for the business and why it is important for employers to comply with WHS legislation.
The business may face investigation, improvement or prohibition notices, penalties and potential prosecution if WHS duties have not been met. Employers have a legal responsibility to provide, so far as reasonably practicable, a safe workplace, safe systems of work, adequate information, instruction, training and supervision.
A customer orders a freshly made fruit smoothie. Explain two factors the hospitality worker should consider when preparing and serving the beverage to ensure it meets quality expectations.
Temperature: The smoothie should be served appropriately chilled.
Consistency/texture: It should be smooth and evenly blended, without large pieces of ingredients.
Appearance/presentation: It should be attractively presented in suitable glassware with appropriate garnishing if required.
Flavour: Ingredients should be balanced and complement each other.
Hygiene: Equipment and ingredients must be handled hygienically to prevent contamination.
A customer complains that their cappuccino tastes bitter and the coffee has a burnt flavour. Identify two possible causes of the problem and explain how the barista could correct each one.
Possible causes include:
Over-extraction — adjust the grind, dose or extraction time to achieve a more appropriate extraction.
Water temperature too high — check and adjust the machine settings according to workplace procedures.
Coffee grounds are too fine — adjust to a coarser grind and test the extraction again.
Coffee has been poorly stored or is stale — check the freshness and storage of the coffee.
A restaurant is planning a three-course dinner for a large group attending a function. The organiser wants the meal to be affordable, efficient to serve and suitable for customers with different dietary requirements. Recommend an appropriate menu type and justify your choice.
A set/table d'hôte menu would be appropriate because it allows the business to plan quantities, control costs and streamline service. The menu could include suitable choices or alternatives to accommodate dietary requirements.