WHS
What does WHS stand for?
Work Health and Safety
At what temperature range does the “danger zone” occur?
5°C – 60°C
What does HACCP stand for?
Hazard Analysis Critical Control Point
Why is greeting customers promptly important?
Makes customers feel welcome
What is the correct fridge storage temperature?
0-4°C
Give one example of a workplace hazard in hospitality.
Slips
trips
burns
cuts
Why is it important to wash hands before handling food?
To prevent contamination
Why is it important to cool large batches of soup quickly?
To prevent bacterial growth
What is one way to show active listening when interacting with customers?
Maintain eye contact and respond appropriately
What is the correct procedure if you are unsure how to complete a workplace task safely?
Ask a supervisor or follow safety procedures
Who is responsible for WHS in the workplace?
Everyone in the workplace
What are two examples of high-risk foods.
Meat, dairy, seafood
Name one critical control point in food preparation.
Cooking, cooling, storage, reheating
How should you handle a customer complaint?
L.I.S.T.E.N or Listen, apologise, offer a solution
Listen actively
Identify the problem
Sympathise and apologise
Take action
Ensure satisfaction
Note and notify
What WHS body enforces safety in NSW?
SafeWork NSW
What is the purpose of a WHS induction?
To introduce staff to workplace safety procedures
What is cross-contamination? Provide an example.
Transfer of harmful bacteria; e.g., raw chicken touching salad
What should be done if food is found outside of safe temperature range?
Discard or return to safe temperature depending on how long it has been outside a safe temperature range (2 hour/4 hour rule).
Give two examples of non-verbal communication in customer service.
Smiling, nodding, posture, gestures, facial expressions
Why is documentation (e.g., incident reports, temperature logs) important in hospitality?
Tracks safety, ensures compliance, prevents incidents, easy way to identify areas for improvement/identify issues.
What are the potential consequences for employees and the business if WHS procedures are ignored? Give an example.
Injuries to staff/customers (Human)
Legal fines or business closure (Organisational/Economic)
community impact (Social)
Explain the difference between cleaning and sanitising.
Cleaning removes dirt; sanitising kills bacteria
Explain how following HACCP procedures helps prevent foodborne illness in a hospitality setting. Provide an example.
Following HACCP identifies hazards and controls risks, e.g., cooking meat to the correct temperature prevents bacterial growth.
Explain how effective communication and problem-solving skills can improve customer satisfaction in a hospitality environment. Provide an example.
Effective communication ensures customer needs are understood; problem-solving resolves issues quickly; e.g., fixing an incorrect order politely and efficiently
Describe the four types of costs that a workplace injury can have. Give an example of each.
Human: Physical or psychological harm to the injured person
Organisational: Impact on staff, workflow, or productivity
Social: Effect on family, community, or colleagues
Economic: Financial costs such as compensation, medical bills, or lost revenue