Hygiene/Safety
Name the four types of food safety hazards.
Biological, Chemical, Physical, Allergens.
Name two examples of non-verbal communication.
Eye contact, smiling, body language, posture, facial expressions.
Which espresso beverage contains equal thirds espresso, steamed milk and foam?
Cappuccino
Name five types of non-alcoholic beverages.
Tea, coffee, mocktails, milk-based beverages, fruit-based beverages, carbonated drinks, water.
What does "mise en place" mean and give two examples of mise en place in front of house service.
Everything in its place; preparing equipment and ingredients before service. Examples: Preparing garnishes, polishing cutlery, preparing waiters station, setting tables, checking reservations, polishing glassware, restocking bar fridges
What is the purpose of a Safety Data Sheet (SDS)?
To provide information on the safe handling, storage and emergency procedures for hazardous chemicals.
Why is active listening important?
It helps staff understand customer needs and reduces misunderstandings.
Describe the basic process of extracting an espresso.
Freshly grind coffee, dose into grouphandle/portafilter, level and tamp evenly, dust off excess grind from rim, lock group handle/portafilter into the group head, extract coffee shot, extraction rate = 30mL in 25–30, dispose puck into knock box, flush the group head
Describe three characteristics of a mocktail.
Non-alcoholic, visually appealing, garnished, mixed using juices/syrups/soft drinks.
Explain why hospitality staff should check customer satisfaction during a meal.
It allows problems to be resolved promptly and improves customer satisfaction.
Explain the difference between cleaning and sanitising.
Explain what probe questioning is and why it would be used when serving customers.
Probing questioning are open-ended questions used to gather more information about a customer's needs or preferences. It helps hospitality staff clarify requests, recommend suitable menu items or beverages, and ensure customers receive the most appropriate product or service.
Describe four characteristics of a well-extracted espresso.
Explain why garnishes are important when serving mocktails.
They improve presentation, enhance visual appeal and complement the flavour of the beverage.
Explain why food should be served promptly after preparation.
To maintain correct serving temperature, food quality, presentation and food safety.
Explain why regular WHS training is important.
It ensures employees understand safe work procedures, recognise hazards and reduce workplace injuries.
Explain four ways hospitality staff can create a positive customer experience
A barista extracts an espresso in 40 seconds. What is the likely problem with the coffee?
The espresso is over-extracted and is likely to taste bitter and harsh.
Explain why hospitality staff should know the characteristics of different non-alcoholic beverages.
To recommend suitable beverages, answer customer questions and meet customer preferences and dietary requirements.
Explain the difference between an à la carte menu and a table d'hôte menu.
An à la carte menu allows customers to choose individual dishes that are priced separately, while a table d'hôte menu offers a fixed number of courses for one set price.
Name the seven principles of Hazard Analysis and Critical Control Points (HACCP).
A customer complains their meal is cold. Explain how you would respond.
Apologise, listen, remove the meal, notify the supervisor/kitchen, replace the meal promptly and check customer satisfaction.
Explain four factors that affect the quality of an espresso extraction.
Describe the preparation methods and equipment used for three different non-alcoholic beverages.
Describe the sequence of service from greeting customers to presenting the bill.