zilongwang/ReadingBank huggingface dataset:
Clean flavour. Cloudy, yellow colour Heavy body Imparts a flavour. Pastry cream Pie fillings Gelatine High clarity High sheen Forms very thin, bouncy gel. Gelatine based desserts Stabilized whipped cream Confections Agar agar Moderate clarity Forms very firm, bouncy gel Stable at room temperature. As a gelatine substitute for vegetarians and Muslims Pectin High clarity Thickens or gels Clean flavour Generally requires high acid and high sugar concentrations. Fruit jams and jellies Fillings Glazes Jelly confections Fruits Everything You Need To Know About Fruits Fruits are classified into the following groups: Soft fruits Strawberries, raspberries, blackberries, boysenberries, blueberries, gooseberries, grapes and currants (red, black & white). fruits Apricots, peaches, nectarines, plums, mangoes, cherries. Hard fruits Apples, and quinces Citrus Lemons, oranges, grapefruit, mandarins, cumquats, limes, pomelo, tangelo
Crispy fruit Fruit is cut into very thin slices, marinated with acid (usually vinegar or lemon juice) and sugar and dried (2 parts sugar : 1 part water : 5% acid). The fruit is placed into a hotbox or into an oven (100ºC), it will then dry out and become crispy. Soft fruit may be formed into certain shapes and then dried (flowers). Fruits with high acid content are very suitable for drying out into fruit chips, e.g. pineapple, apple, pears. Sugar Syrups Sugar syrups are used for many preparations in the kitchen. Sugar syrup can be used as a sauce, usually with other flavours such as rose water or citrus zest. It is most commonly used, with flavouring such as wine, citrus zest and spices to poach fruit. It is used to make caramelized or candied or dried fruits, which can be used as a garnish. Sugar syrups are made from water and sugar, in different ratios depending on its use. The ratios of syrup are: parts of sugar and water (normal stock syrup), 1 part sugar to 2 parts water (light), or 2 parts sugar to 1 part water (heavy) They can also vary from this depending upon their use. For instance, candied citrus peel may use that has three parts sugar to water and poached strawberries may be 1 part sugar, 2 parts water and 2 parts champagne. The will also vary upon the ripeness of the fruit being poached. To make the syrup: Place the water in the pot and add sugar Bring to the boil, stirring to dissolve the sugar sugar syrups in a clean container with a lid syrup can keep for an extended period if left unadulterated. To flavour them you can add ingredients like cut Citrus or Cinnamon stick, Star anise buds, alcohol such as Grand Marnier, Rum, Kirsch, Dark Rum.
5 Short loin (mid loin) Rolled loin - - eye denuded - rosettes 6 Rack (rib loin) Racks - cutlets - chops 7 Breast Epigrams – diced. mince 8 Neck Diced – chops- mince 9 Square cut shoulder Boned rolled - diced – chops - mince Pork Pork Cuts Secondary Cuts Restaurant Cuts 1 Trotter (hindquarter and forequarter) Boned and farced 2 Hock (hindquarter and forequarter) Boned - smoked 3 Leg Whole boned - topside escalope - round – silverside – dice – mince 4 Rump Steak – chop – dice – stir fry strips – mince
Beef Rump steak Rib fillet Sirloin Eye Fillet Sausages Tenderloin Mince Rump Rib fillet Eye Fillet T-bone Sirloin Sausages Burgers Chuck steak steak Brisket Corned meats Shin meat Point of rump Sirloin Tenderloin Whole blade (slow roasted) Rib roast Veal Cutlets Eye Fillet Cutlets Eye Fillet Schnitzel Legs Rolled shoulders Shin meat – osso buco Veal tongue Leg Tenderloin Rack Poultry Duck breast fillet Turkey breast Chicken breast Chicken thigh Duck breast Turkey steaks Chicken breast Chicken Maryland Chicken Ducks Turkey hindquarter Chicken thigh cutlets Chicken Maryland Chicken legs Whole chicken Chicken Maryland Whole duck Whole turkey Turkey breast
Basic preparation of meat; be it beef, veal, lamb or pork, will include some cleaning and trimming of excess fat cover, lymph nodes, connective tissue and blood vessels. Cleaning meat should be performed with a suitably sized, sharp knife. The required is in the ability to remove the undesired pieces, while retaining as much saleable meat as possible. Trimming is the cutting of meat to a certain required and size Trimming meat gives it a more appealing presentation. This can be achieved by trimming the fat coverage down to a required thickness, or by trimming bones on cutlets to a certain length. Refer to Handbook of Australian Meat: http://.
‘Trimming’ is performed in most kitchens on a daily basis, and there are always a number of off-cuts obtained as a by-product. These off-cuts, sometimes referred to as trimmings, may or may not have some culinary use. ‘Slicing’ refers to cutting raw into steaks, chops and escalopes. It also refers to cutting cooked meats and small goods into appropriate presentation slices for use in sandwiches, canapés, salads, appetisers or entrees. When slicing meat always cut across the Mincing is the process by which meat is trimmed of all sinew, and then cut into manageable pieces, passed through a mincing machine or a mincing attachment fitted to a commercial mixing machine.
Assessment matrix Showing mapping of Performance Criteria against Work Projects, Written Questions and Oral Questions Work Projects Written Questions Oral Questions Element 1: 1.1 1.1 1 – 6 1 1.2 1.1 7 – 16 2 1.3 1.1 17 3 Element 2: 2.1 2.1 18 – 22 4 2.2 2.1 23 – 28 5 2.3 2.1 29 – 31 6 Element 3: 3.1 3.1 32, 33 7 3.2 3.1 34, 35 8 3.3 3.2 36 9
There is no limit to the individual requests and preferences which may be made but they often relate to changes to ingredients, serviceware, temperature and garnishes and accompaniments. In practice this can mean: Adding or removing an ingredient – no no ice, no milk, extra cream Adding more or less of an ingredient – extra syrup, double shot of coffee, just a splash of milk, really strong tea Using a different type and or size of cup, mug or glass – “served in a mug rather than a cup” Stipulating a service temperature – such as “Really cold, lots of ice”, “Warm but not hot”, “Boiling hot” Differences to garnishes and/or accompaniments – “extra mints”, “no lemon”, “no straw”. Tea – general information There are over 3,000 types of tea across the world. tea tea is referred to as ‘red (or ‘crimson’) tea’ by the Chinese because of its colour, and is the most popular tea in the world. It comes from the fully oxidised leaves of the ‘tea plant’ called Camella Sinensis. It is the tea commonly used for making iced tea and owes its popularity to tea bags where it made its debut to most of the world.
Assessment matrix Showing mapping of Performance Criteria against Work Projects, Written Questions and Oral Questions The Assessment Matrix indicates three of the most common assessment activities your Assessor may use to assess your understanding of the content of this manual and your performance - Work Projects, Written Questions and Oral Questions. It also indicates where you can find the subject content related to these assessment activities in the Trainee Manual (i.e. under which element or performance criteria). As explained in the Introduction, however, the assessors are free to choose which assessment activities are most suitable to best capture evidence of competency as they deem appropriate for individual students. Work Projects Written Questions Oral Questions Element 1: 1.1 1.1 1 – 6 1 1.2 1.1 7 – 16 2 1.3 1.1 17 3 Element 2: 2.1 2.1 18 – 22 4 2.2 2.1 23 – 28 5 2.3 2.1 29 – 31 6 Element 3: 3.1 3.1 32, 33 7 3.2 3.1 34, 35 8 3.3 3.2 36 9
Product cannot be left outside of a controlled environment for extended periods of time else bacteria can multiply to dangerous levels. This high of bacterial growth can cause adverse reaction in the consumers of this food product. To minimise bacterial growth control needs to be maintained while food is thawing. The rate of thawing can be controlled if frozen product is placed in the coolroom and allowed to thaw over period of time; 24 – 48 Temperature does not rise above 5°C but time is extended, planning needs to be in place for this to happen. Thawing can take place in a microwave Process is continuous Product is stirred during process to quicken rising of temperature. When product is in a fluid state the temperature raising process is continued rapidly to above 60°C or to the required temperature above. Thawing is done safely with product thawing in the coolroom. Thawing is quicker if product if it is frozen in thinner profiles. This means not freezing in ball shapes. Thinner profiles will thaw quicker than thicker profiles. 2.6 Introduction service Many problems come from this question. “What do I do with the leftover?” Answer: throw it away, discard leftover product. Why? Less chance of product being contaminated.
They must be stirred constantly or heated in a steam jacket cooker. Modern oven ‘multi use’ with steam injection will allow these soups to be reheated in trays in a steam environment. The burning is when the bottom of the pot becomes too hot for the starch and colouring takes place. If starch thickened soups are to be re-heated over naked flame then they must be stirred regularly to avoid sticking and burning. 3.2 Introduction Introduction
Pickled ginger Fish sauce Shrimp paste Black bean sauce Sambals Toasted nuts Chapatti eggs and noodles. Common European or ‘Western’ food accompaniments include: Mustard Mayonnaise Ketchup Mint sauce or jelly Cranberry Breads Compound butters Lemon juice or wedges Vinegars. Traditional European ‘Western’ accompaniments for particular include: Roast beef – horseradish or mustard, Yorkshire pudding Roast pork – Apple sauce, pork crackling (salted skin) Roast lamb – Mint sauce or jelly Roast turkey – cranberry sauce, yams Fish – lemon wedges, tartare sauce, chips Shellfish – lemon wedges, cocktail sauce Pasta – parmesan cheese. Other accompaniments can include flavoured or unflavoured dairy items such as: Sour cream Soft cheeses Yoghurt.
Sippet Small bread crouton served as an accompaniment to soups Station Section of the kitchen or dining area where food is cooked, displayed or served Savoury Having a salty, earthy or umami flavour Section An area of a kitchen allocated to specific components of service or production of particular menu items Sprig A small picked section of a herb plant used as a plate garnish Spatula A flat serving item used for lifting and plating delicate foods Salver A highly polished round or oval silver platter Texture Relates to the feel of food in the as it is eaten Tureen A service vessel for hot wet dishes such as soups or stews Table d hote Style of service similar to banqueting Uniform Even in shape, size, colour and texture Wasabi A pungent, radish paste used as an accompaniment to Japanese cuisine The amount of food product produced from a standard recipe
Glossary Term Explanation Accounting system People and processes by which an organization records, reports and analyses financial transactions and information Revenue Funds that the business earns Audit or paper trail An accumulation of documentation that tracks the movement of cash from the time the customer pays to the time cash is recorded as revenue by the accounting system. Financial sale transactions Monetary dealings between customers, guests or clients of Sale system Refers to the system used to process financial sale transactions Point of Sale Location where customers, guests or clients pay for the goods or services provided Cash Form of payment a customer or guest uses such as notes and coins, bank cards, personal cheques and others. Sometimes this definition is restricted to notes and coins only. Non cash Defined for this purpose as a transaction where payment received is not notes and coins Cash drawer That part of the point of sale terminal or register used to store all payments received. Float Supply of notes and coins held in the cash drawer to provide change Float Control Sheet Standard workplace document that lists each float balance and authorised persons that can collect and return that float. Cash Summary Sheet A standard workplace document used at the of sale area to record takings for the shift or trading day Receipts Acknowledgment in tangible form that confirms payment has been made.
documentation is genuine; it may be on company letterhead and signed by an appropriate person Sometimes if the refund is due to the customer because they have been overcharged on their bill and this is identified shortly after the financial sale has been processed, you may be authorised to process the refund and simply inform the manager or supervisor that you have done so. Documentation It is very important that an audit or paper trail exists when a refund is processed. This is because a refund means that revenue is reduced.
Speed and accuracy Processing any financial transaction will always involve the twin elements of time (speed) and accuracy. While we want to service customers quickly, there is also a concurrent need to make sure our figures and processes are accurate. quick but giving out incorrect change is unacceptable from both the customer’s point of view and from the establishment’s viewpoint. On balance, if you have to choose between accuracy and always choose accuracy. Take a bit longer on the transaction but make sure you get it right.
Accepting both cash and non-cash payments to settle transactions Employing appropriate cash handling techniques Giving change to customers as required Issuing receipts to customers Demonstrating appropriate customer service skills. 2.3. Advance deposits and payments are frequent financial sales transaction in the Hospitality and Tourism industries. Provide an example of one type of advance payment and how it would be processed.
CRS Computerised Reservation System – an electronic system used to record bookings and various or data Credit limit The maximum amount a customer can charge up before being asked to settle part or all of the account Demographic characteristics Classifications used to identify, describe and differentiate between individuals or groups for marketing purposes including age, gender, income, ethnicity FIT Fully Independent Traveller – person who has not booked through another business. They pay their own way and are not eligible to any group or loyalty discounts IT Information Technology – computers and other electronic equipment or systems Inclusions Elements of a packagel – such as food, tickets, entries to attractions or local tours Invoice A document from a supplier – it accompanies a delivery and lists all items supplied and their price KISS Keep It Simple Stupid – a concept indicating a basic and straight-forward approach is more effective than a complex and highly sophisticated one KPI Key Performance Indicator Lateral thinking Thinking that applies unique ways of thinking to a traditional problem or situation leading to a new way of looking at an old issue MICE Meetings, Incentives, Conventions, Exhibitions Open questions Questions unable to be answered with a ‘Yes’, ‘No’ or a short answer. They start with ‘Who’, ‘How’, ‘When’, Why’ and ‘What’ Overbooking A company policy where the venue accepts more bookings (for accommodation and tables in restaurants) than they can cater specific
Topics for future research Action the venue should take in response to the data. Conducting internal testing This involves conducting testing within the to: Determine quality of products and services provided– quality may be determined with reference to individual factors such as: Taste Safety Size Consistency Time taken – to serve customers, check guests in/out or to take a booking Identify differentials between products and services –to distinguish between similar offerings of the same type. For example, testing may identify how the ‘standard’ offering differs from the ‘de luxe’ offering. Evaluating existing external data This covers the reading and researching of product data and information provided by suppliers. Common examples of this information include: Product specifications
Local beers Each country will have their own specialty beers that are often the most popular and consumed in the greatest amount. These many be in draught or packages form. Imported beers Most food and beverage establishments, especially international hotels provide a range of beers from different countries around the world. These are normally in packaged form. Popular imported beers include: Fosters - Australia Lowenbrau – Germany Beck’s – Germany Fürstenburg – Germany Pilsener – Germany Corona – Mexico Budweiser – USA
Hot/iced chocolate Juices – bought-in and freshly squeezed juices Cordials and syrups Waters – sparkling, flavoured Soft drinks – also known as aerated waters. Either bulk ‘post mix’ products or products from bottles or cans Non-alcoholic cocktails – as ‘mocktails’ Health drinks – including energy drinks Frappés Energy drinks Children’s specialty drinks 1.2 Introduction
Glossary Term Explanation 360˚ feedback Feedback from different directions or different people Buffets Self-serve food, smorgasbords Bus boy American term for person who caries food to service points, removes used items from service and generally assists waiters as required Clearing Removing (from the table, from a room to the kitchen) Condiments Items such as sauces, mustards and other seasonings or side dishes which are served as an accompaniment to a dish Continental breakfast A small, light breakfast usually comprising croissants, Danish pastries, butter and jam, tea and coffee, and perhaps fruit juice Cover The setting for a guest at the table; the cutlery, napkin, side plate Dessert Course after main course Entrées Course served before main course F&B Food and Beverage Flatware Generic term for cutlery Food runner Person who takes (‘runs’) food from the kitchen to service points Gueridon cookery Cooking at the table
Champagne, fruit and flowers, welcome card. Duty Manager signature Wing-Lee Family 2 Adults 3 Children 1100 Request interconnecting rooms & rollaway bed Mr & Mrs Whaid 2 Adults 1500 Mr Whaid requires a wheelchair transfer to room Mr & Mrs. Nguyen 2 Adults 1400 Wish to luggage on departure — returning Mr. Phan 1 Adult 1600 Requested a laser printer and I Phone charger in room Mr. 1 Adult 1400 Room away from elevators
will draw the attention of surrounding tables. Hopefully this in turn will help promote these items to others. Besides the mere presence of the gueridon trolley, are a number of ways to promote gueridon menu items including: Use of menus, wine lists, drink lists – these lists themselves help to identify menu items and provide clear descriptions and supporting pictures in some cases to help explain the menu items Physically supporting the point-of-sale displays – there may be displays of menu items that are prepared that can be used as a visual aid The attractive use and presentation of trolleys and gueridon equipment Referring to advertising materials such as tent cards, recipe sheets, fliers and brochures. Promoting beverages a trolley to wheel bottles (and glasses) to the table is effective as sales tend to increase where customers are presented: With a suggestive selling phrase Face-to-face with bottles and glasses, attractively laid out. Promoting pre-dinner drinks It cost anything for waiting staff to suggest a pre-dinner drink to customers. By definition, a pre-dinner drink is any drink taken before the meal. It can be an aperitif, a cocktail, a glass of sparkling wine, a beer or even a mixed or soft drink. Promoting pre-dinner drinks can: Generate extra revenue Meet customer need for a drink to quench their thirst – or simply to have something in front of them, in their hand etc Provide a social lubricant for events or parties. Many customers can be sold a pre-dinner drink if they are given the opportunity to buy one. The type of offer made should factor in the people who are being spoken to. For example, an older party may favour sherry and traditional cocktails while a younger group may prefer more contemporary products. A simple statement is the preferred method to do this:
Glossary Term Explanation Chemical A product, normally in liquid format, used to clean a surface Clean Free from dirt; unsoiled; unstained Defect A shortcoming, or imperfection Disinfectant Any chemical used chiefly on inanimate objects to destroy or inhibit the growth of harmful organisms Dry Cleaning The cleaning of garments, fabrics, draperies, etc., with any of various chemicals rather than garments for cleaning in this way Fittings Anything provided as equipment, parts, supply Furnishings Furniture, carpeting, etc., for a house or room Housekeeping The maintenance of a or establishment. Kitchenette A small kitchen or part of another room equipped for use as a kitchen Laundry Articles of clothing, linens, etc., that have been or are to be washed Malfunction Failure to properly Manual handling The act of pushing, pulling or lifting Planning The act or process of making a or Policy A rule, a definite course of action
The key to this is to not rely on your memory but rather to write down the relevant details. This advice applies whether the request comes in person or over the phone. There should always be note paper and a pen near the phone in the housekeeping department and a room attendant should always have a notebook and pen as standard items when they are working. When a guest makes a request simply write down: Guest name Room number Specifics of the request – type of item or service required, number involved (where appropriate – ‘6 wine glasses’) Time for delivery to the room that was agreed to. It is always wise to confirm the details to save time, effort and guest frustration if the wrong item or service is delivered. There may often be communication difficulties caused by different languages, lack of local knowledge, tiredness and unfamiliarity with the property. 1.4 Introduction After a request has been received, recorded and confirmed, you should provide the guest with an estimated timeframe as to when the request will be met. Keys to agreeing on a timeline The timeframe for meeting any request must be reasonable and achievable.
Unit descriptor This unit deals with the skills and knowledge required to in a range of settings within the hotel and travel industries workplace context. Unit Code: Nominal Hours: 20 hours Element 1: Performance Criteria 1.1 1.2 1.3 Element 2: Performance Criteria 2.1 2.2 2.3 Element 3: Performance Criteria 3.1 3.2 3.3 3.4 Element 4: Performance Criteria 4.1 4.2 4.3
Identification of IDD prefixes and relevant country or city codes Costs of making calls. External information Telecommunications carrier used by the property – list of carriers, either for or internet related requirements Internet sites of telecommunications carriers – including information on different options in making calls: Either through the hotel system Via specific SIM cards Via special packages or promotions How to purchase packages Dialling instructions Phone directories that identify local businesses or individuals – either hard copy of via internet websites. Work Projects
Project Base William Angliss Institute of TAFE 555 La Trobe Street Melbourne 3000 Victoria Telephone: (03) 9606 2111 Facsimile: (03) 9670 1330 Acknowledgements Project Director: Wayne Crosbie Writer: Alan Hickman Subject Writer: Nick Hyland Project Manager: Alan Maguire Editor: Alan Maguire
Preparing room before guest arrives – by providing various items such as fruit bowls, complimentary gifts, bathrobes, chocolates or flowers Looking after guest laundry and dry cleaning needs – on an ongoing basis for the duration of their stay Organising and processing secretarial duties upon request – such as messages, faxes, packages, translation, postage, and use of the business facilities at the property Arranging restaurant bookings, car hire, tours, specified purchases of gifts or other items Organising activities to meet needs – such as arranging special functions in the venue, booking local excursions and tours, and making reservations for the theatre, shows, dining and special events Provision of local advice (the ‘concierge’ function) including: Recommendations for dining and shopping Suggestions for transport and sight-seeing Options for tourism and leisure activities Acquisition of personal services Making, altering or confirming travel arrangements. Prior to guest arrival the valet must: Investigate background information and knowledge about guest preferences and previous history with the establishment Take action to ensure promises made to the guest are met when the guest arrives. On guest departure the valet must: Record and process guest charges and accounts – for billing and payment Assist in the maintenance of history file – to provide relevant and up-to-date information about the guest/VIP De-brief with management – to identify lessons learned, determine changes needing to be made to SOPs and whether or not management needs to contact the guest to make an apology.
The need to be proactive Valets need to be proactive in sourcing information about guests they are required to service. They cannot afford to wait for information to be given to them – they must take action to obtain it. This may mean valets may: Ask management to contact the guest and request information from them Contact guest support staff (such as personal assistants) to obtain information. Possible sources of guest information Valets may also use the following to source guest information: Internal guest history the guest is a repeat visitor to the venue there is a strong possibility the venue will have details about their previous stay that can be used to provide information about their next visit.
Productiveness The quality of productive or having the power to produce. Professionalism The competence or skill expected of a professional. Prospective Likely to happen at a future date; concerned with or applying to the future. Relevant Closely connected or appropriate to the matter at hand. Specification A detailed description of the design and materials used to make something. Strategy A plan of action or policy designed to achieve a major or overall aim. Substitute Use or add in place of.
cheese, served with a side green. salad. Lentil Stew Red lentils, rice and chopped onions, cooked with fragrant garlic and turmeric. Courgette fritters Grated courgette, fresh eggs, spices and goat’s cheese, served with a special tomato sauce. Hot Drinks Black Cappuccino Espress Caffé Latte Caffé Mocha Tea Cold Drinks Iced Coffee Iced Tea Apple Juice Orange Juice What adjective is used to describe: 1. The lettuce leaves _____________________ 2. The tomatoes _____________________ 3. The fetta cheese _____________________ 4. The garlic _____________________ 5. The tomato sauce? _____________________
You are on holiday reading the latest novel of your favourite writer. There is no pressure on you to finish it quickly. Waiting for an appointment you pick up a magazine and find an article that particularly interests you. You don’t have time to read it all but you want to extract as much information as possible in a few minutes. Reading strategies
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Assessment matrix Showing mapping of Performance Criteria against Work Projects, Written Questions and Oral Questions The Assessment Matrix indicates of the most common assessment activities your Assessor may use to assess your understanding of the content of this manual and your performance – Work Projects, Written Questions and Oral Questions. It also indicates where you can find the subject content related to these assessment activities in the Trainee Manual (i.e. under which element or performance criteria). As explained in the Introduction, however, the assessors are free to choose which assessment activities are most suitable to best capture evidence of competency as they deem appropriate for individual students. Work Projects Written Questions Oral Questions Element 1: 1.1 1.1 1 1 1.2 1.2 &1.3 2 &3 2 1.3 1.2 & 1.3 4 3 Element 2: 2.1 2.1 5 4 2.2 2.2 6 5 2.3 2.3 7 6 2.4 2.4, 2.5 &2.6 8 &9 7 2.5 2.4, 2.5 &2.6 10 &11 8 2.6 2.4, 2.5 &2.6 12 9 2.7 2.7 13 10 Element 3: 3.1 3.1 14, 15 11 3.2 3.2 17, 16 12 3.3 3.3 18 13 3.4 3.4 19,20 14
3.4 Introduction When receiving incoming calls it’s important to determine the purpose of the call. So it can be directed to the appropriate staff or department In a large hotel or resort the telephone operator may answer calls on behalf of several different departments and then transmit the information to appropriate staff by pager or text.
Introduction The assessment system assessors and staff should work together with the evaluation working group to determine the priority and feasibility of the evaluation questions and identify the uses of results before designing the evaluation plan. In this part of the plan, you will apply the purposes of the evaluation, its uses, and the assessment system description to narrow the evaluation questions and focus the evaluation for program improvement and decision making. In this step, you may begin to notice the iterative process of developing the evaluation plan as you revisit aspects of previous steps to inform decisions to be made later. Developing the plan An evaluation plan is a written document that describes how you will monitor and evaluate your assessment system, so that you will be able to describe the “What,” the “How,” and the “Why It Matters” for the system. The “What” reflects the description and accomplishments of the system. Your plan serves to clarify the assessment system’s purpose, anticipated expectations, and outcomes. The “How” answers the question, “How did you do it?” and assesses how the system is being implemented and if the system is operating with alignment to the system’s policies and procedures. Additionally, the “How” answers assessment system delivery corrections that should be made during implementation. The “Why It Matters” represents how the system makes a difference to the organisation as a whole. Being able to demonstrate that the assessment system has made a difference can be critical to its sustainability. An evaluation plan is similar to an assessment system work plan in that it is a roadmap and is used to guide the planning of
When you are given dates always read the dates back to the guest to confirm the details. In the case of time use a 24 hour clock to ensure there are no discrepancies between mornings, afternoons and evenings. Phonetic alphabet Phonetic Alphabet A – Alpha B – Bravo C – Charlie D – Delta E – Echo F – Foxtrot G – Golf H – Hotel I – J – Juliet K – Kilo L – Lima M – Mike N – November O – Oscar P – Papa Q – Quebec R – S – Sierra T – Tango U – Umbrella V – Victor W – Whisky X – X-ray Y – Yankee Z – Zulu Use your voice effectively, including tone and volume Use your voice effectively. Some of us have more authoritative voices while others have quiet soft voices. Try to project a middle of the range voice The rate at you speak can affect your voice – try not to be too slow or too fast Speak directly into the mouthpiece. Adjust the headset to make sure it is suitable If your pitch is too monotone or too high it can be undesirable Keep your voice at a reasonable volume – louder doesn’t mean clearer Your tone should vary along with inflections – but try to keep it sounding normal Sit up straight and be comfortable in your working environment Your voice should reflect a professional image
The company’s image or reputation in the market Past visits Advertisements and promotional messages Competing hotels Industry standards Comments from family, friends and colleagues Price charged for the offering. Complaints As mentioned, complaints arise when customer’s needs, wishes or expectations are not met. Complaints are a common part of any organisation. Every day complaints will be made by a customer. Given that most hotels have over 300 customers a day, it is unrealistic to think that everyone will be happy, every day. It is important to remember that any complaint really is an opportunity to rectify a problem, or make a long-lasting customer, providing they are dealt with quickly, properly and fully. Complaints can come in an array of circumstances and be based on endless situations. Regardless of the situation there is a standard approach which can be applied to help resolve the complaint. The standards should specify the to be taken for a range of complaints. There are several predictable complaints we are likely to get and it may be possible to foresee the majority of them.
This starts the documentation process and acts as the basis for any future communication and action. Benefits of written documentation There are many benefits to having written documentation in relation to complaints as it: Establishes a clear record of facts relating to a complaint Identifies any communication or action taken place to date Keeps facts of a complaint accurate and impartial Is helpful for additional internal and external parties who may later become involved in the complaint resolution process Can be used as a reference for similar complaints in the future Acts as an evidence source if additional costs are incurred Acts as a tool to identify common problems which are to be investigated Generates a pool of ‘guest preferences’ which can be used in the future to avoid further complaints. Complete any necessary documentation accurately Whilst, as seen above, completing documentation is essential, house policies vary significantly in their requirement for staff to complete necessary documentation during the complaint resolution process. This variation in approaches can often be related to difficulties in, and different approaches to, defining exactly what a ‘complaint situation’ is for each venue.
Glossary Term Explanation C.O.D. Cash On Delivery – cash must be paid before the goods are off-loaded from the delivery truck into the premises Cleaning schedule Document outlining cleaning requirements for an area stating what should be cleaned, when it should be cleaned and how to clean it Credit note A red-coloured document from the supplier listing faulty or returned to be credited to the venue’s account/statement Data One aspect of an electronic file in a computerised stock control/management system containing details, information, data about the stock item. The file can be ‘populated’ when the file is originally created and ‘updated’ when the need arises Delivery docket Document accompanying a delivery listing items delivered and quantity but not price Delivery docket/invoice A document combining the features of a delivery docket with the information found on an invoice FIFO A stock rotation method commonly used for food and other items – First In, First Out Inventory The in the stores area, a department and/or the property/venue Invoice Document accompanying a delivery listing items delivered, quantity, all costs and total price Invoice Statement A document combining the invoice with the statement OHS OHS refers to ‘Occupational Safety and Health’. In some countries the term OSH ‘Occupational Safety and Health’ is used. The concept is identical and relates to workplace health and safety policies, procedures and practices Online ordering Ordering using the internet ‘Outstanding’ The word written on delivery documentation to indicate certain items listed on the document have not been supplied as indicated PR Public relations
Honorific The used to describe people. Receipt A document issued in exchange for payment. Voucher A document handed over as a form of payment to pay for a good or service. Company charge A service that allows an account to be sent to the company for billing purposes. Guaranteed booking A reservation that is held all because the service is paid for. Non-guaranteed booking A reservation held until the 6pm release time or agreed time. Internal use documents Documents used within an establishment. External use documents Documents than either come in or are sent out to another organization. Policy A statement about an establishment's position on an issue. Procedure Step by step guide to define a task. Facsimile (Fax) Machine A machine that copies a document and transmits it to another fax machine. Jargon Establishment’s abbreviations for terms – PAX – number of guests, POA – pay own account, FOC – free of charge.
Subject Writers: Evelyn Collins, Linda Wilson Project Manager/Editor: Alan Maguire DTP/Production: Daniel Chee, Mai Vu, Jirayu Thangcharoensamut, Kaly Quach The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam. The ASEAN Secretariat is based in Jakarta, Indonesia. General Information on ASEAN appears online at the ASEAN Website: . All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development for Front Office, Food and Beverage Services and Food Production Divisions”. This publication is supported by the Australian Government’s aid program through the Development Cooperation Program Phase II (AADCP II). Copyright: Association of Southeast Asian Nations (ASEAN) 2013. All rights reserved. Disclaimer effort has been made to ensure that this publication is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. The ASEAN Secretariat and William Angliss Institute of TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. Time of publication is indicated in the date stamp at the bottom of each page. Some images appearing in this resource have been purchased from stock photography suppliers Shutterstock and iStockphoto and other third party copyright owners and as such are non-transferable and non-exclusive. Clip arts, font images and illustrations used are from the Microsoft Office Clip Art and Media Library. Some images have been provided by and are the property of William Angliss Institute. Additional images have been sourced from Flickr and SXC and are used under Creative Commons licence: File name: TM_Receive_process_reservations_refined.docx Australia
6. To make a fruit salad, the first thing you should do is ________________________________. 7. One of the jobs of the kitchen hand is to _____________________. 8. ‘There is a lot of dirt on the floor, could you please ________________________________.’ B Underline the phrasal verbs Read the following passage about a hotel guest and underline all the phrasal verbs. There are twenty-six phrasal verbs. The first one has been done for you. The hotel guest got out of bed and put on his bathrobe. He picked up his glasses and put them on. He turned on his bed side lamp, put on his slippers and walked across the room. He opened the door and picked up the newspaper, which the room attendant had delivered earlier that morning. He closed the door and walked over to the table. The guest sat down on the chair and opened up the newspaper to the sports section. Soon, there was a knock at the door. The room service attendant had arrived with the guest’s breakfast. The attendant brought in the breakfast and put it on the table. He then drew back the curtains and left the room. The guest was looking forward to his breakfast because he got up late and was very hungry. The guest was not watching what he was doing and knocked over his coffee cup. It fell onto the floor and broke into many pieces. He tried to clean up the mess but decided to call up housekeeping and get the room attendant to mop up the mess. The guest had a quick shower, put on his suit, picked up his suitcase and walked out of his room. He didn’t want to be late for the first day of the conference.
I always _______________________________________________________.
I occasionally ____________________________________________________
Something isn’t working as expected and you need to know why. You need to understand the facilitators and barriers to implementation of a particular initiative You want to truly understand how a system is implemented on the ground and need to develop a model or theory of the system or initiative. Some options that maypoint you in the direction of quantitative methods: You are looking to identify current and future movement or trends of a particular phenomenon or initiative You want to consider standardized outcome across assessment as a whole. You need to monitor outputs and outcomes of an initiative. You want to document the impact of a particular initiative You want to know the associated with the implementation of a particular aspect of the assessment system You want to understand what standardized outcomes are connected with a particular initiative and need to develop a model or theory of the program or initiative. Or the most appropriate method may be a mixed methods approach wherein the qualitative data provide value, understanding, and application to the quantitative data. The question is not whether to apply qualitative or quantitative methods but what method is most appropriate to answer the evaluation question chosen. To choose the appropriate methods in your evaluation plan, you will need to:
Rice Rye Vegetables greens Vegetables Fruit vegetables Vegetables Fruit vegetables Vegetables Root vegetables Flavourings Soy sauce Flavourings Herbs Flavourings Herbs Garlic Flavourings Animal fats Cooking methods Stir fry Braise Cooking methods Cooking methods Braise Cooking methods Braise Serving styles Shared meals Serving styles Shared meals Serving styles Shared meals Serving styles Individual meals This is of course is very general and you will probably need to explore the specifics of the most relevant cuisines that to your work situation. Example of components for Japanese cuisine For example, a specific Asian cuisine you may need to prepare meals for such as Japanese cuisine would likely often comprise of the following components: Protein
German Cuisine Lebanese Cuisine Mexican Cuisine Overview Warm, rich and comforting Fresh, generous and abundant Vibrant, colourful and spicy Key Ingredients Pork Sausages Cabbage Potatoes Mustard Lamb Flat bread Nuts Spices Yoghurt Parsley Chicken Tortillas (corn pancakes) Chillies Beans (frijoles) Coriander Tomatillos Lime Common cooking methods Frying Roasting Grilling Stewing Grilling Traditional dishes Sauerbraten (German pot with sauerkraut (pickled cabbage) (sausages) Stollen Kibbeh (Deep fried or fresh lamb patties) Tabouleh of parsley, mint, cracked wheat, tomatoes and lemon) Mole Poblano (complex chilli sauce served with poultry) Taco (folded filled corn tortilla) Not all cuisines are specific to a country.
Glossary Term Explanation A la carte A French term which is translated as "according to the menu". A menu of items which are all individually priced Allergy An abnormal reaction of the body to a previously encountered allergen introduced by inhalation, ingestion, injection, or skin contact, manifested by itchy eyes, runny nose, wheezing, skin rash, or diarrhoea Carbohydrate Essential nutrient that is the body's main source of energy. A sugar or starch Cereals Foods from grains such as wheat, rice, corn (maize), barley, oats, rye and the flours made from these grains when they are crushed (milled) Commodities Items of food or beverage. Products used in food production Convenience Food An ingredient that has had all or part of the preparation done Cuisine A style or quality of cooking; cookery Culinary Of, pertaining to, or used in cooking or the kitchen Dairy Products containing or made from milk Diet Is the sum of food consumed by a person. Usually calculated on a daily basis Fat A nutrient that supplies energy, promotes growth and is the carrier of certain vitamins Halal Denoting or relating to meat prepared as prescribed by Muslim law
Cheeses – Brie, Camembert, Roquefort Baguette – a long skinny loaf of French bread Boeuf bourguignon - traditional French stew Coq au Vin – famous food that is simply chicken Flamiche – pie crust filled with cheese and vegetables Salade nicoise Duck confit Foie Gras – the very fatty liver of a goose or duck Escargots – snails Truffles – expensive black mushrooms Ratatouille Crepes – thin pancakes Desserts – flans, ganache, tarts, pastries, croissants. Italian cuisine Popular dishes include: Pizza – cooked dough base with various toppings Chicken parmigiana Gelato – Italian ice-cream
Spanakopita or Spanakotyropita – Spinach Pie with Cheese Dolmathes or Dolmades – Stuffed Leaves Yemista me Ryzi – Meatless Stuffed Vegetables. Spanish cuisine Popular dishes include: Pulpo a la Gallega – Galician Octopus Cochinillo Asado – Roast Suckling Pig Paella – Spanish rice dish Iberico and Chorizo – Iberian Ham and Spicy Sausage Gambas Ajillo – Garlic Prawns Pescado Frito – Fried Fish Tortilla Española – Spanish Omelette Gazpacho – Cold Tomato Soup or Liquid Salad Queso Manchego – Spanish Sheep Cheese Patatas Bravas – Potatoes in Spicy Sauce More information can be found at these sites: .
International Women's Day Day of the People's Party Labour Day Children's Day Day of the Free Laos Day of Liberation Lao National Day. LUNISOLAR PUBLIC HOLIDAYS Lao Issara Boun Khoun Khao Kud Chin and Kud Viet Boun Bousa Boun Khao Chi Boun Pha Vet Boun Pi Mai Boun Bang Fai Boun Visakha Bousa Boun Khao Phansa Haw Khao Din Boun Khao Salak
Version History Date Author Version Changes made Rationale 12/01/14 SK, WT, ZZ, PK, YZ 1.0 Version of this Document For DDC package 12/08/14 ZZ 2.0 Second version of this Document Change some index
Cheese Parfait Spoon (long handle) – Desserts and ice cream. Carving Knife – Slicing roast and cutting large items. Escargot Tongs – Snails. Bread Knife – Slicing bread and rolls. Lobster – Lobster/crayfish. Large Fork – Main course and serving Lobster Cracker – Lobster/crayfish/ Small Fork – Entree, pasta, salad, dessert and fruit. Gateau – Cakes and flans Fish Fork – Oysters and prawn cocktails.