Hygiene
What is environmental hygiene? Provide examples of hygiene procedures.
Environmental hygiene risks come about through poor work practices, inappropriate handling and storage of foods and inadequate and/or irregular cleaning practices. Examples of hygiene procedures include regular hand-washing, wearing appropriate and clean clothing and ensuring that personal hygiene is of a very high standard.
What does 'Manual Handling' mean?
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. (without any machines or aids to help).
Three types of questioning techniques
Open - which are also known as free-answer questions, allow the respondent to answer in their own words. For example "What made you pick this restaurant?".
Closed - when respondents are given a number of predetermined responses. For example "is the sky blue?".
Reflective - these questions cover various questions of your life. For example "What's my favorite type of ice-cream?"
Types of coffee
Espresso/short black, Long black, Cappuccino, Flat white, Mocha, Latte, Short macchiato, Long macchiato, Ristretto, piccolo latte
What does PPE stand for?
Personal Protective Equipment
What is cross-contamination?
Cross contamination is the term for the transferral of mirco-organisms from contaminated foods/areas/people to uncontaminated foods/areas/people. Food poisoning bacteria exist on raw meat, fish and poultry, eggs and vegetables grown in soil.
What's the difference between hazards, accidents and incidents?
Hazards - a situation or thing that has the potential to harm a person.
Accidents - an unfortunate incident/sudden event that happens unexpectedly and unintentionally, typically resulting in damage or injury.
Incidents - something that happens, possibly as a result of something else.
What are some common barriers of effective communication?
Bias and Stereotyping, Lack of empathy, Negative subtext, Gender issues, Individuals differences, Inconsistency, Personal emotions, Physical barriers e.g loud music, Pressure of time and Inattention
What are the seven types of service?
Counter service, Bistro service, Buffet service, Table service, A la carte service, Silver service and Table d'hote (table of the host).
Hazard Analysis Critical Control Point
What are the main three types of food poisoning?
1. Chemical food poisoning - caused by the presence of chemicals in food, such as pesticides or cleaning agents.
2. Biological food poisoning - contracted by eating plants containing natural poisons e.g mushrooms. Another form of biological food poisoning is called microbial - this is caused by micro-organisms such as viruses, moulds and bacteria.
3. Physical food poisoning - caused by harmful substances such as glass fragments or metal shavings that are introduced during the preparation process.
What are the four types of Costs of Workplace Accidents?
Human costs - could include death, permanent injury, pain and suffering. Can have a wider effect on the family especially if that person provides the main income.
Social costs - can cause long-term effects to a family and may require counselling. Lowered staff morale.
Economic costs - includes medical and rehabilitation costs, loss of normal wages, reduces the amount of money available to spend, therefore change family's lifestyle. Wages of person replacing staff member, costs of training a new person, insurance costs will increase etc.
Organisational costs - time and effort in replacing staff, having to fill in paperwork/forms and investigating the reasons behind the accident.
Consequences of inappropriate work behaviors
Company mangers and owners have a moral responsibility to offer their employees a workplace free of inappropriate behavior. Disciplinary action may be taken against a person who engages in inappropriate workplace behaviors, who harasses another employee, or victimises an employee who has made or is witness to a complaint. Mangers and supervisors should be aware that disciplinary action may be taken against them if they fail to establish and maintain a workplace free from inappropriate behaviors or harassment environment.
Which of the following is commonly added to chilled water to make it more refreshing for service?
A. Celery stick
B. Sprig of mint
C. Maraschino cherry
D. Sugar rimmed glass
B. Sprig of mint
What does SDS stand for? (safe work)
Safety Data Sheet
What are eight common bacteria and food poisoning?
1. Salmonella
2. Staphylococcus Aureus
3. Listeria
4. Clostridium perfringens
5. Bacillus cereus
6. Campylobacter
7. Escherichia Coli (E Coli)
8. Clostridium botulinum
What does the Work Health and Safety Act (2011) do?
"The WHS Act aims to secure the health and safety of workers and workplaces through the elimination or minimisation of risks, so as to provide workers and others with the highest level of protection from hazards and risks".
The NSW Anti-Discrimination Act 1977
This act relates to discrimination in employment. The act prohibits unlawful racial, sexual, age and other types of discrimination in certain circumstances and promotes equality of opportunity for all people.
A customer has complained that their espresso coffee is too bitter. What is the most likely cause?
A. Coffee is over-extracted
B. Coffee is under-extracted
C. Coffee serviceware is too big
D. Coffee serviceware is too small
A. Coffee is over-extracted
What are the five steps of a risk management procedure? (AIMED)
A - assessing the risk
I - identifying hazards
M - monitoring and review
E - eliminating/controlling the risk
D - documentation
To ensure, stability and continuity within the hospitality and tourism industry, laws, acts and regulations are in place to protect customers, employees and employers...
What are two laws/acts/regulations that comply to this?
1. The Food Act 2003 - is the primary law governing food for human consumption in NSW. It's main aim is to protect the health of the public by preventing the sale of unsafe food.
2. The Food Regulation 2010 - underpins the authority's and local councils food regulatory work, which aims to reduce the incidence of food-borne illness linked to certain food sections in NSW.
What are the four hierarchy of control?
1. Eliminate risk and hazards
2. Reduce the risk
3. Administrative controls
4. Personal protective equipment
Importance of collegial work placements/relationships
The importance of mutual respect, civility and constructive cooperation must be understood and encouraged. Workers in the industry must interact socially with staff and customers in variety of ways. e.g broadcasting your friendly attitude towards them which establishes if you feel comfortable with them, inviting them to react to you in the same way.
Name current and emerging technologies and provided examples
Websites e.g download menus, Emails e.g receive feedback, Social media e.g Instagram, Internet access e.g free WIFI, Ipads/Tablets e.g recipe apps, Digital menu boards e.g McDonalds order, Online reservation systems e.g reservations open 24/7
Name three types of approaches to conflict management
1. Problem solving - process of finding a solution
2. Negotiation - discussion aimed to reaching an agreement
3. Mediation - chosen by mutual consent of the parties, allowing each party to present their positions and discuss options for compromise