zilongwang/ReadingBank huggingface dataset:
Written Questions – D1.HGE.CL7.04 D1.HGA.CL6.11 Student Name: ____________________________________________________________ Answer all the following questions and submit to your Trainer. What are the central activities involved in project management? What information is contained in a ‘Project Scope Statement’? What is the role of a ‘resource strategy’?
Recognition of Learning. Whilst there is no specific instruction or evidence collection documents for all the alternative assessment methods, assessors can record competency in the ‘Other’ section within the ‘Competency Recording Sheet’. Selection of assessment methods Each assessor will determine the combination of Assessment Methods to be used to determine Competency for each Competency Unit on a student by student ‘Sufficient’ evidence to support the ‘Pass Competent’/’Not Yet Competent’ decision must be captured. In practice this a minimum of 2 – 3 Assessment Methods for each candidate for each Competency Element is suggested. At least one method should provide evidence of practical demonstration of competence. The following assessment methods deemed to provide evidence of practical demonstration of competence include: Practical Work Projects Third Party Statement Observation Checklist. Assessing competency Competency based assessment does not award grades, but simply identifies if the participant has the knowledge, skills and attitudes to undertake the required task to the specified standard. Therefore, when assessing competency, an assessor has two possible results that can be awarded: ‘Pass Competent’ (PC) ‘Not Yet Competent’ (NYC). Pass Competent (PC) If the participant is able to successfully answer or demonstrate what is required, to the expected standards of the performance criteria, they will be deemed as ‘Pass Competent’ (PC). The assessor will award a ‘Pass Competent’ (PC) if they feel the participant has the necessary knowledge, skills and attitudes in all assessment tasks for a unit. Not Yet Competent’ (NYC) If the participant is unable to answer or demonstrate competency to the desired standard, they will be deemed to be ‘Not Yet Competent’ (NYC). This does not mean the participant will need to complete all the assessment tasks again. The focus will be on the specific assessment tasks that were not performed to the expected standards. The participant may be required to: a) Undertake further training or instruction
a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 1: Respond to complaints Handle complaints sensitively, courteously and discretely Take responsibility for resolving complaints Handle complaints in accordance with enterprise procedures Element 2: Identify and manage conflict situations Identify potential for conflict quickly and take appropriate action to prevent escalation Identify threats to personal safety of customers or colleagues quickly and organize appropriate assistance Element 3: Resolve conflict situations Take responsibility for finding a solution to the conflict situations within scope of individual responsibility and job role Manage conflict by applying effective communication skills and anger management techniques Use conflict resolution skills to manage the conflict situation and develop solutions Candidate signature Date Assessor signature Date
Provides payroll data to payroll processor for calculation within designated timelines Checks payroll is authorised for payment in accordance with organisational policy and procedures Reconciles payroll and deductions in accordance with organisational policy and procedures Deals with payroll enquiries in accordance with organisational policy and procedures Processes declaration forms for new and existing employees in accordance with Taxation requirements Forwards periodic deductions to nominated creditors within designated timelines Prepares payments to government authorities accurately and despatches same in accordance with the relevant government legislation and/or designated timelines Calculates tax amounts and/or transcribes payments made in accordance with taxation procedures Prepares and reconciles employee certificate amounts to salary records Comments/feedback from Party to Trainer/Assessor:
Element 2: Develop and operate a purchasing and/or supply system Identify and differentiate between potential suppliers Select suppliers based on nominated internal requirements Determine purchasing and supply requirements that will guide demand Determine terms of purchase that may apply to the purchase of stock items Implement ordering system identified suppliers Element 3: Develop and implement receival procedures Monitor in-coming deliveries and stock Inspect incoming stock Return unwanted or damaged stock Reject unsuitable stock Complete appropriate delivery documentation Element 4: Develop and implement stock storage systems Create appropriate storage conditions for all stock that needs to be stored Store stock according to required storage conditions Timing and delivery requirements Continuity of supply Cost and quality Choice including options relating to different quality items at different price points Back-up service of trade, including times for payment of accounts, credit periods, interest rates, fees and charges applicable Factoring in supplier lead times. Stock items may include: Food and beverages including fresh, frozen and convenience foods; alcoholic and drinks Linen and staff uniforms Housekeeping supplies including cleaning equipment and chemicals Stationery including all consumable office supplies Merchandise, including all items offered for sale in internal sales outlets Promotional material including brochures, flyers, booklets, posters and catalogues General store provisions. Personnel involved in stock control duties may include: Purchasing officer Store man Managers and owners Department heads. Stock control cycle may relate to:
What is product knowledge? Give an example. What are factors to consider when determining suppliers? What is the purpose of a ‘vendor file’? What is an ‘economic order quantity, and how might you determine what it is for a given stock item? What is ‘open market buying’?
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 1: Use financial record keeping technology Identify and use, where appropriate, computer systems to facilitate implementation of identified purchasing, ordering and financial controls Identify and obtain, where appropriate, effective and user-friendly software to underpin the initiation and/or use of identified computer systems Integrate identified catering revenue and cost objectives and requirements into existing financial control systems, where applicable Enter catering financial data into established control systems Manipulate catering financial data into established control systems Element 2: Create financial control system Develop, or confirm an existing, effective financial control system to record and track the performance of the catering department Input financial data into the catering department computerised control system
Set or re-set walk-in alarms to manufacturer's specifications Recognise and repair/report basic mechanical faults in accordance with enterprise procedures Element 4: Monitor quality of cellar products Test regularly quality of cellar products and identify faults Make adjustments within scope of individual responsibility or report faults to the appropriate person or people Use bin and keg card systems to assist in monitoring the quality of products and controlling stock Keep cellar tidy, clean and free from litter Monitor cellar temperature Candidate signature Date Assessor signature Date
Competency Standard UNIT OPERATE BASIC SECURITY EQUIPMENT NOMINAL 30 UNIT NUMBER: D1.HSS.CL4.03 UNIT DESCRIPTOR: This unit deals with skills and knowledge required to select and operate security equipment and resources to provide a basic level of security within hospitality or tourism premises ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT Element 1: Select and prepare security equipment for use Identify and access security equipment to complete designated tasks in accordance with assignment instructions and organisational requirements Perform pre-operational checks to equipment Identify, rectify or replace faulty and damaged equipment Identify and notify the need for training to the appropriate person Element 2: Operate security equipment Select, use and maintain appropriate personal protective equipment and clothing Comply with all legislated and internal requirements Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to the selection and operation of security equipment and resources to ensure a of security on the premises within the labour divisions of the hotel and travel industries and may include: 1. Front Office 2. Housekeeping Security equipment may include: Communication equipment, such as a two-way radio, telephone, mobile telephone, megaphone, public address system Office equipment, such as a computer, facsimile, photocopier Security equipment, such as electronic screening equipment, video cameras and monitors, alarms and signals, motion sensors, personal duress alarms, static alarms Personal protective equipment and clothing
Give four examples of display service platforms for large scale/buffet food service. List six factors will impact on or determine selection of service Describe the ‘function service’ style of food service. What is ‘finger food’ and in what service style is it used?
Element 2: Liaise with function customers Determine customer needs Identify date and time of function establishment resources to identified need for function Provide advice and assistance in relation to the function Record function requirements as agreed by customer Confirm function booking with customer Obtain deposit for function Element 3: Prepare for functions Maintain and update Function Sheet Advise colleagues and in relation to function Roster staff for function Minimise impact of function on normal establishment operation Arrange for external services as identified Purchase necessary for function Prepare Running Sheet for function Conduct pre-function briefings Finalise function details with customer, colleagues and staff Room/location to be used Approximate numbers attending. Facilities available may include: Meeting/conference room up conference areas Banquet room Exhibition bays and space Business centres Auditoriums Press rooms Storage bays Parking facilities Change rooms Display areas Dedicated function room/s Designated and discreet sections of restaurants and/or bars Food and beverage service Accommodation Sound and lighting Communication technologies and equipment. Styles of functions may include: Breakfasts Monitor set-up for the function Lunches
Level 2 = competence to manage tasks Level 3 = competence to use concepts for evaluating Key Competencies Level Examples Collecting, organising and analysing information 3 Identifying customer needs; collating information on external services to support function delivery Communicating ideas and information 3 Sharing function information with staff and external providers Planning and organising activities 3 Determining functions’ details and allocating responsibilities for work Working with others and in teams 3 Liaising with internal and external staff for function delivery as required Using mathematical ideas and techniques 3 Calculating function quantities, staffing levels, costs and prices Solving problems 3 Addressing issues arising during planning, set-up and service delivery Using technology 1 Operating booking systems; assisting in readying IT services
Level 1 = competence to undertake tasks effectively 2 = competence to manage tasks 3 = competence to use concepts for evaluating and reshaping tasks Key Competencies Level Examples Collecting, organizing and analysing information 1 Identify what information to include in written correspondence Communicating ideas and information 1 Produce written correspondence Planning and organizing activities 1 Plan content and layout of written correspondence; file documentation Working with others and in teams 1 Produce written documentation for Others Using mathematical ideas and techniques - Solving problems 1 Resolve equipment malfunctions Using technology 1 Use routine software to produce routine office documents
It's/Its with great sadness we have to report that our restaurant was affected/effected by the heavy storm last night. There/their/they're will not be a breakfast session for that reason. The lunch session may be affected/effected too/to. We count on your understanding. Once the insurance company has evaluated the damage, we can then/than make a decision about the upcoming days. List two electronic storage devices Imagine your computer is frozen, what should you be doing? Imagine you work for a large hotel in Singapore using an alphabetical filing system. How would you file the following files, observing the alphabetical filing rules? Rule 1: File by name in terms of the first letter Hotel guest names: Wang, Chang, Li, Jang Correct filing order: ______________________________________ Rule 2: If the letters are the same, file in terms of the second letter. Hotel guest names: Wang, Wong, Wing, Jang, Jin Correct filing order: ______________________________________ Rule 3: If last names are the same, file in terms of the initial Hotel guest names: Nguyen AC, Nguyen BS, Nguyen ZW, Nguyen CE Correct filing ______________________________________ Rule 4: When are two surnames, file under the first surname. guest names: Trang & Dang, Dinh & Lam, Trinh & Truong, Pho&Nghiem Correct filing ______________________________________ Rule 5: Mac Mc & M' all filed as Mac; St and Saint all filed as Saint Hotel guest names: Saint Jean-Pierre, Mc Nair, MacDonald, St Marie'
Use of trimmings and leftovers Identification and use of equipment Portion control Trimmings, usage. Element 3: Cook, hold and present Select appropriate cooking method for poultry and game meats Prepare and cook a selection of dishes following a standard recipes within a commercial environment Hold prepared products as required prior to presenting Present poultry and game Prepare garnishes, sauces and accompaniments for poultry and game meat dishes Element 4: Store poultry and game products Fresh and/or vacuum packed items are stored correctly Prepare for and maintain correct thawing of poultry and game Poultry and game is appropriately stored in correct containers Poultry and game is correctly labelled Ensure correct conditions are maintained for freshness and quality Select suppliers may be related to: Local, regional and international supply Delivery requirements Cost and trading terms Relationship Product range/variety Availability Cultural festivals. Minimise wastage should include: Storage space Volume requirements, such as a la carte, functions and specials First In, First Out (FIFO) Receiving as needed Quality, such as appearance, age and size. Yield testing may include: Filleting and skinning Portion weights Off cut usage Staff skills.
Decorate marzipan petit fours to enhance customer eye appeal Display marzipan petit fours Element 3: Prepare and display four sec Prepare and bake selection of petit four sec Prepare and flavour fillings to required consistency Prepare petit four sec for glazing Decorate four sec to enhance customer eye appeal Display petit four sec Element 4: Prepare and display caramelised petit fours Select fruits/nuts Prepare products Prepare coating for fruits Coat caramelised petit fours Display caramelised petit fours Element 5: Store petit fours Store at correct temperature and conditions Maintain maximum eating quality, appearance and freshness Fillings may include: Custards Creams Ganache creamy chocolate filling or icing). Glazing should include: Jams Creams Chocolate Fondant Ganache Food lacquer Cocoa butter. Decorate should relate to: Chocolate Fondant icing Non-parrels Glace fruits Fresh fruits. Display may include: Ceramics Glass Crystal Mirrors
Flavour. In what type of oven do you cook dough with high sugar content? Low heat oven. What is the recommended temperature range for baking bread? 180ºC – 250ºC. What is patisserie? A starch thickened liquid, normally milk that has been flavoured with sugar and flavourings Baker’s custard. What are the two (2) main ingredients in Ganache? Chocolate Cream. Name two decorating ingredients for bakery products. Roasted nuts Coloured fondant. How might bakery products be displayed in a restaurant? (Give 2 examples) From behind the counter or from a buffet trolley. What is best temperature to morning goods? Room temperature. What is the best way to maintain freshness in Bakery goods? Make on a daily basis.
Collecting, organising and analysing information 2 Determine data for inclusion in financial statements Communicating ideas and information 1 Seek and advice in relation to the preparation of financial statements Planning and organising activities 2 Schedule the preparation of nominated financial statements Working with others and in teams 3 Liaise with colleagues to resolve errors mathematical ideas and techniques 2 Manipulate financial information to develop required financial statements Solving problems 3 Analyse and rectify errors with financial data Using technology 2 Use computer software to manage financial data and generate financial statements
All financial statements have ‘distribution requirements’. Explain what is meant by this giving three examples of such requirements. What information is contained in a ‘register of fixed assets’? What factors would you take into account when determining the method of depreciation for an item?
What is the format and when is it used? What is meant by a “true and fair view”? What are three factors to consider? What is a fixed asset (give two examples) and why is a fixed asset register prepared and maintained? What is the relationship between fixed assets and revenue? Explain what is by the phrase, “Depreciation is a non-cash expense.” Explain the underlying difference between the straight-line and the reduced balance method of depreciation.
Competency Standard UNIT TITLE: PREPARE AND SERVE NON-ALCOHOLIC BEVERAGES NOMINAL HOURS: 25 UNIT NUMBER: D1.HBS.CL5.07 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to prepare and serve non-alcoholic beverages in a range of settings within the hotel industries workplace context ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Prepare and a range of teas and coffees Select ingredients, tea/coffee making equipment and crockery/glassware to prepare tea/coffee Prepare drinks using appropriate method in accordance with customer requests and required timeframe Evaluate drink before presenting to customer Element 2: Prepare and cold drinks Select ingredients, equipment and glassware Prepare drink in accordance with standard recipes or to customer requests Serve garnishes and accompaniments with drinks Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to all industry sectors that require to prepare and serve non-alcoholic beverages within the labour divisions of the hotel and travel industries and may include: Food and Beverage Service Ingredients might include: Traditional teas Specialty teas Herbal teas Specialty coffee Special blends.
Prepare and maintain correct thawing of frozen Ensure correct storage of soups after service Element 3: Reconstitute soups for service Follow correct heating of to enterprise standards Ensure quality of hot holding of is to enterprise standards Prepare may be related to: Vegetables, herbs, spices, flavouring Cleaning, peeling, cutting, blanching, browning of ingredients Portioning, measuring Usable and non usable wastage Use of standard recipes. Produce should relate to: Minimising wastage Methods of cookery Use of convenience products Clarifying Quantity, quality and clarity Various cooking times Thickening agents, including roux, beurre egg yolk, starch, bread Use of standard and/or cultural recipes. Cooling should relate to: Enterprise and/or local authority’s standards Time and temperature Clean, sanitised equipment Chilling equipment, if available in enterprise.
Competency Standard UNIT TITLE: PREPARE VEGETABLES, EGGS AND FARINACEOUS DISHES NOMINAL HOURS: 50 UNIT NUMBER: D1.HCC.CL2.18 UNIT DESCRIPTOR: This unit with skills and knowledge required by cooks and chefs to prepare, present on menus and store a range of vegetables, fruits, egg and farinaceous dishes in a commercial environment ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Prepare and cook vegetable and menu items Select vegetables and fruits according to availability Prepare and/or cook a variety of vegetable and fruit menu items Identify and prepare appropriate sauces, garnish and accompaniments as per the menu item Present vegetable and fruit menu items Element 2: Prepare and cook egg based menu items Prepare, use and/or cook a variety of egg menu items Identify and prepare appropriate sauces, garnishes and accompaniments as per the menu item Present egg menu items Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to all industry sectors that prepare vegetables, eggs and farinaceous dishes within the labour divisions of the and travel industries and may include: Food Production Availability may be related to: Seasonal availability Storage capacity Menu styles Quality, quantity Cultural varieties Prepare should relate to: Cleaning, peeling, cutting of ingredients Portioning, minimising wastage
Competency Recording Sheet Name of Student Name of Assessor/s Unit of Competency D1.HCC.CL2.18 Date assessment commenced Date assessment finalised Assessment decision Pass Competent / Not Yet Competent (Circle one) Follow up action required (Insert additional work and assessment required to achieve competency) Comments/observations by assessor/s
Produce document within designated timelines Save document regularly to avoid loss of data Information from same or software packages is integrated as required Proof read draft document prior to printing Do you believe the trainee has demonstrated the following skills? (tick the correct response] Yes No Not sure Element 3: and deliver document Utilise printing function Proofread document
Program Codes and Sub-codes Program Title .3401 Career/Tech Ed-Middle School, Basic, State – Supervision .3413 Career/Tech Ed-Middle School, State – Project Lead The Way .3422 Career/Tech Ed-Middle School, State – Business Education .3428 Career/Tech Ed-Middle School, Basic, State – College/Career Readiness .3429 Career/Tech Ed-Middle School, Basic, State – Naviance/CCR Administration .3455 Career/Tech Ed-Middle School, Basic, State – Engineering Related Drafting .3459 Career/Tech Ed-Middle School, Basic, State – Visual Media .3473 Career/Tech Ed-Middle School, Basic, State – Computer Programming/Repair .3476 Career/Tech Ed-Middle School, Basic, State – Robotics .3810 Career/Tech Ed, Federal - Carl Perkins .3820 Career/Tech Ed, Federal – Non-Traditional Occupations .3920 Other Career/Tech Ed, Pathways .4000* NEWTECH Skills Center .4501 Administration .4515 Core Support .4521 Computers .4523 Technology Learning Center .4525 Cyber Security .4531 Dental Assisting .4532 Nursing Assistant .4533 Medical Lab Assistant .4534 Veterinary Technician .4537 Medical Assisting .4541 Pre-Law Enforcement .4543 Fish & Wildlife Management .4544 Resource Management .4561 Entrepreneurship .4571 Broadcast Studio .4573 Hospitality Training .4574 Tourism & Hospitality Management .4576 Robotics & Engineering .4580 Mobile Electronics .4581 Collision Repair .4582 Auto Mechanics .4583 Construction Trades .4584 Commercial Trades .4585 Cosmetology .4586 Graphics & Printing .4588 Welding .4592 Summer School .4593 Barrier Reduction
What to be set up for a ‘Table d’hôte’ setting? What are examples of ‘Accoutrements’ used to fit out and the tables? Waiters need to communicate with other waiting staff. Provide examples of these staff members. When do waiting staff provide ‘assistance’ to each other?
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 1: Prepare for silver service Identify the of menu items that may be offered via silver service Identify the equipment and utensils used in the delivery of silver service Differentiate between full silver service and service Ready the dining area for silver service Set tables to silver service standard Element 2: Liaise with other staff Work cooperatively with other waiting staff to deliver timely silver service Coordinate with kitchen staff to deliver timely silver service in accordance with identified guests needs and preferences Communicate with cashier to ensure correct charges are levied for silver service menu items Element 3: Serve meals Adjust covers in-line with the orders that have been taken
Participants must submit the written answers to the assessor before the scheduled due date Assessor must assess the participant’s written answers against the answers provided as a guide, or their own understanding. The assessor can determine if the participant has answered the questions to a ‘competent’ standard Transcribe results/details to Competency Recording Sheet Forward/file assessment record. Specifications for Observation Checklist These specifications apply to the use of the Observation Checklist in determining competency for candidates. Only an approved assessor is authorised to complete the Observation Checklist. The assessor is required to observe the participant, ideally in a simulated environment or their practical workplace setting and record their performance (or otherwise) of the competencies listed on the Observation Checklist for the Competency Unit. To complete the Observation Checklist the Assessor must: Insert name of candidate Insert assessor name Insert identify of location observations are being undertaken Insert date/s of observations – may be single date or multiple dates Place a tick in either the ‘Yes’ or ‘No’ box for each listed Performance Criteria to indicate the candidate has demonstrated/not demonstrated that skill Provide written (and verbal) feedback to candidate – as/if appropriate Sign and date the form Present form to candidate for them to sign and date Transcribe results/details to Competency Recording Sheet for candidate Forward/file Observation Checklist. This source of evidence combines with other forms of assessment to assist in determining the ‘Pass Competent’ or ‘Not Yet Competent’ decision for the participant. Specifications for Party Statement These specifications relate to the use of a relevant workplace person to assist in determining competency for candidates. The Third Party Statement is to be supplied by the assessor to a person in the workplace who supervises and/or works closely with the participant. This may be their Supervisor, the venue manager, the Department Manager or similar. The Third Party Statement asks the Supervisor to record what they believe to be the competencies of the participant based on their workplace experience of the participant. This experience may be gained through observation of their workplace performance, feedback from others, inspection of candidate’s work etc.
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 1: Prepare reception area for guest arrivals Prepare reception area for service Check reception equipment and technology prior to use Review expected guest movement Allocate guest rooms in accordance with special requests, where possible Follow-up on uncertain arrivals and reservations Compile arrivals lists Distribute arrivals list as required Notify departments in relation to special requests and VIPs Element 2: Perform check-in functions Welcome guests on arrival
Respond courteously and authoritatively to customer questions in relation to menus and drink lists Discuss, where appropriate, methods of cooking and different culinary styles in clear and simple language Provide explanations, for menu items, where appropriate, in clear and simple language Element 3: Provide wine advice where appropriate, assistance to customers making wine selections Provide specific advice on the compatibility of different for menu items Provide correct and current information about different wine selections Discuss, where appropriate, wine characteristics in clear and simple language Sales representatives Customers, e.g. Customer opinion and feedback Chefs, cooks and other food service personnel. Food may relate to: Appetisers Soups Meat, fish and seafood Vegetables Desserts and sweets Snacks Cheeses Fruit Salads Pre-packaged food items Specialist cuisine items. Beverage may relate to: Wines Spirits Liqueurs Beers Non-alcoholic drinks.
Develop and maintain product knowledge in line with job role and responsibilities Identify features of specific food and beverages which have potential customer appeal Element 2: Advise on menu items Offer advice on suitable combinations of foods, and food and beverages, where appropriate Provide assistance to customers on selection of food and beverage items Respond courteously and authoritatively to customer questions in relation to and drink lists Discuss, where appropriate, methods of cooking and different culinary styles in clear and simple language Provide explanations, for menu items, where appropriate, in clear and simple language Element 3: Provide wine advice Offer, where appropriate, assistance to customers making wine selections Provide specific advice on the compatibility of different wines for menu items Provide correct and current information different wine selections Discuss, where appropriate, wine characteristics in clear and simple language Did the student’s overall performance meet the standard? Feedback to student and trainer/assessor
Participants must submit the written answers to the assessor before the scheduled due date Assessor must assess the participant’s written answers against the model answers provided as a guide, or their own understanding. The assessor can determine if the participant has answered the questions to a ‘competent’ standard Transcribe results/details to Competency Recording Sheet Forward/file assessment record. Specifications for Observation Checklist These specifications apply to the use of the Observation Checklist in determining competency for candidates. Only an approved assessor is authorised to complete the Observation Checklist. The assessor is required to observe the participant, ideally in a simulated environment or their practical workplace setting and record their performance (or otherwise) of the competencies listed on the Observation Checklist for the Competency Unit. To complete the Observation Checklist the Assessor must: Insert name of candidate Insert assessor name Insert identify of location where observations are being undertaken Insert date/s of observations – may be single date or multiple dates a tick in either the ‘Yes’ or ‘No’ box for each listed Performance Criteria to indicate the candidate has demonstrated/not demonstrated that skill Provide written (and verbal) feedback to candidate – as/if appropriate Sign and date the form Present form to candidate for them to sign and date Transcribe results/details to Competency Recording Sheet for candidate Forward/file Observation Checklist. This source of evidence combines with forms of assessment to assist in determining the ‘Pass Competent’ or ‘Not Yet Competent’ decision for the participant. Specifications for Third Party Statement specifications relate to the use of a relevant workplace person to assist in determining competency for candidates. The Third Party Statement is to be supplied by the assessor to a person in the workplace who supervises and/or works closely with the participant. This may be their Supervisor, the venue manager, the Department Manager or similar. The Party Statement asks the Supervisor to record what they believe to be the competencies of the participant based on their workplace experience of the participant. This experience may be gained through observation of their workplace performance, feedback from others, inspection of candidate’s work etc.
Advise guests in relation to printed International Direct Dial (IDD) information available Advise guests in relation to expected call quality Determine comparative times for International Direct Dial (IDD) callers Refer guest to reception/operator as required Restrictions may include: Countries to which there are time-related access limitations Internal lock-outs on International Direct Dial (IDD) service from nominated extensions and/or handsets. External sources of information may be related to: Telecommunications carrier used by the property Internet sites of telecommunications carriers Telephone book. International Direct Dial (IDD)-related numbers and codes should include: International Direct Dial (IDD) prefix Country codes City codes Area codes Local number Advising guests in relation to obtaining local number through Directory Assistance. International Direct Dial (IDD) charges may include: Cost per first minute Cost for subsequent minutes Currency conversion rates. Explain how to an International Direct Dial (IDD) call may include: Giving instruction regarding the in-house system, such as dialling 0 to access the line before placing the call Demonstrating how to place an International Direct Dial (IDD) call Offering to place the call for the guest.
Oral Questions Student name Assessor name Location/venue Unit of competency D1.HFO.CL2.12 Instructions Ask student questions from the attached list to confirm knowledge, as necessary Place tick in boxes to reflect student achievement (Pass Competent ‘PC’ or Not Yet Competent ‘NYC’) Write short-form student answer in the space provided for each question. Questions Response PC NYC Why do customers like to hire ‘local’ SMART phones at an overseas hotel? How can you inform customers of IDD service restrictions?
Meet briefly with the assessor to discuss and/or clarify the form. This source of evidence combines with other forms of assessment to assist in determining the ‘Pass Competent’ or ‘Not Yet Competent’ decision for the candidate. A separate Party Statement is required for each Competency Unit undertaken by the candidate.
Competency Recording Name of Student Name of Assessor/s Unit of Competency D1.HBS.CL5.13 Date assessment commenced Date assessment finalised Assessment decision Pass Competent / Not Yet Competent (Circle one) Follow up action required (Insert additional work and assessment required to achieve competency) Comments/observations by assessor/s
Element 2: Prepare to deliver valet services Obtain guest information in advance of guest arrival Determine guest requirements and preferences Liaise with other staff and external service providers to meet anticipated guest needs Check guest room prior to guest arrival to ensure compliance with stated requests Element 3: Deliver valet services Welcome guest on arrival and establish appropriate rapport Advise guest of available services Deal with guest luggage Deal with clothes Deal with guest requests Deliver enterprise-specific VIP treatment and services Adjust service delivery to suit needs and preferences Maintain privacy and confidentiality Assist guest with pre-departure and on-departure services Personal characteristics will include: Tact, diplomacy and discretion Etiquette and good manners Politeness and civility Honesty and dedication Willingness to be of genuine service An unbiased and prejudice-free disposition. Grooming and personal presentation standards may be related to: Wearing of uniform Personal hygiene Personal appearance. Enterprise policies and procedures may relate to: Service standards and protocols Honesty Treatment of VIPs Use of enterprise equipment and facilities Complimentary goods and services Discretionary authority to act on behalf of the organization. Element 4: Record valet services Process billable charges Update guest history details The role of communication must include: Use of appropriate verbal and non-verbal communication techniques Building rapport and goodwill
guest room prior to guest arrival to ensure compliance with stated requests Element 3: Deliver valet services Welcome on arrival and establish appropriate rapport Advise guest of available services Deal with guest luggage Deal with guest clothes Deal with guest requests Deliver enterprise-specific VIP treatment and services Adjust service delivery to suit needs and preferences Maintain guest privacy and confidentiality Assist guest with pre-departure and on-departure services Element 4: Record valet services Process billable charges Update guest history details
Competency Recording Sheet Name of Student Name of Assessor/s Unit of Competency D1.HFO.CL2.01 D2.TTA.CL2.17 Date assessment commenced Date assessment finalised Assessment decision Pass Competent / Not Yet Competent (Circle one) Follow up action required (Insert additional work and assessment required to achieve competency) Comments/observations by assessor/s
Element 3: Determine and agree upon appropriate action to resolve complaint Identify and review options to resolve the complaint within enterprise policy, procedures and guidelines Agree and confirm action to resolve the complaint with the customer Demonstrate a commitment to the customer to resolve the complaint Inform customer of outcome of investigation of complaint Element 4: Refer complaints Identify complaints that require referral to other personnel or external bodies Refer complaint to appropriate personnel for follow-up in accordance with individual level of responsibility Forward all necessary documentation including investigation reports to appropriate personnel complaints which cannot be resolved to an appropriate person Appropriate communication techniques may be related to: The use of active listening The use of both open and closed questions Speaking clearly and concisely Using appropriate language and tone of voice Giving customers full attention Maintaining eye contact in face-to face interactions Appropriate non-verbal communication in face-to-face interactions, e.g. Body language, attention and personal presentation. and should include: Conflict resolution techniques Anger management techniques Observation of personal safety. Organisational standards, policies and procedures may include: Complaints procedures Organisational standard report Job descriptions Code of ethics Quality systems, standards and guidelines Insurance/liabilities policies. Documentation may include: Letters of complaint
What information should be documented when defining an agreed solution to a complaint? In many cases, the manager may not implement the solution themselves. What responsibilities will they have when getting others to implement a solution? Why is it important to keep the customer informed of the progress of a solution being implemented? Why is it important to follow up with the customer after the solution has been implemented?
Competency Based Assessment (CBA) – An introduction for assessors Assessment is the process of identifying a participant’s current knowledge, skills and attitudes sets against all elements of competency within a unit of competency. Suggested assessment methods For each unit of competency a number of assessment tools have been identified including: Work Projects Oral Questions Written Questions Third Party Statements Observation Checklists. Instructions and Evidence Recording Sheets have been identified in this Assessment Manual for use by Assessors. Alternative assessment methods Whilst the above mentioned assessment methods are suggested assessment methods, the assessor may use an alternate method of assessment taking into account: The nature of the unit The strengths of participants The number of participants in the class Time required to complete assessments Time dedicated to assessment Equipment and resources required. Alternate assessment methods include: Practical demonstrations Practical demonstrations in simulated work conditions Problem solving Portfolios of evidence Critical incident reports Journals Oral presentations Interviews Videos Visuals/slides/audiotapes Log books
Element 3: Determine and agree upon appropriate action to resolve complaint Identify and review options to resolve the complaint within enterprise policy, procedures and guidelines Agree and confirm action to resolve the complaint with the customer Demonstrate a commitment to the customer to resolve the complaint Inform customer of outcome of investigation of complaint Element 4: Refer complaints Identify complaints that require referral to other personnel or external bodies Refer complaint to appropriate personnel for follow-up in accordance with individual level of responsibility Forward all necessary documentation including investigation reports to appropriate personnel Refer complaints which cannot be resolved to an appropriate person Appropriate communication techniques may be related to: The use of active listening The use of both open and closed questions Speaking clearly and concisely Using appropriate language and tone of voice Giving customers full attention Maintaining eye contact in face-to face interactions Appropriate non-verbal communication in face-to-face interactions, e.g. Body language, attention and personal presentation. and should include: Conflict resolution techniques Anger management techniques Observation of personal safety. Organisational standards, policies and procedures may include: Complaints procedures Organisational standard report forms Job descriptions Code of ethics Quality systems, standards and guidelines Insurance/liabilities policies. Documentation may include: Letters of complaint
Thrown out. Is ‘speed’ or ‘accuracy’ most important when entering data into a stock control/management system? Accuracy. What is identified in the notes as being ‘… the most common requirement relating to forwarding documents for processing and payment’? Signing, initialling and/or dating documents.
Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 4: Finalise documentation and stock management system requirements Check and verify stock related documentation Enter data into stock systems to update stock levels Authorise supplier documentation for processing and payment Candidate signature: Date: Assessor signature: Date:
Competency Standard UNIT SELECT CATERING SYSTEMS NOMINAL HOURS: 35 UNIT NUMBER: D1.HCA.CL3.07 UNIT DESCRIPTOR: This unit deals with skills and knowledge required by cooks and chefs, in a supervisor or manager position, to evaluate and select catering systems for the requirements of commercial food production environments. ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Establish enterprise requirements for a catering system Research catering requirements the enterprise requires Identify the enterprise constraints in selecting a system Element 2: Evaluate catering systems Identify a range of alternative catering systems Evaluate agreed enterprise requirements against systems Element 3: Recommend a catering system Consider the advantages and disadvantages of systems in making recommendation Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. This unit applies to all industry sectors that evaluate and select catering systems within the labour divisions of the hotel and travel industries and may include: Food Production Research may be related to: Type of menu Production volume Service areas authorities. Constraints may be related to: Financial Staff Establishment size.
List three keys in undertaking an evaluation of catering system options. List five basics when making recommendations for the selection of a catering system. List five advantages of the ‘conventional’ catering system. List three disadvantages of the ‘conventional’ catering system. List three advantages of the ‘ready-prepared’ (cook-chill or cook-freeze) catering systems.
Competency Standard UNIT TITLE: START CONVERSATIONS AND DEVELOP GOOD RELATIONS WITH GUESTS NOMINAL HOURS: 60 UNIT NUMBER: D1.LAN.CL10.03 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to start conversations and develop good relations with guests. ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Meet and greet guests Welcome guests appropriately Introduce self and others Ask questions to involve guests Element 2: Respond to guests’ questions or requests Answer questions clearly and honestly Request repetition or clarification of questions or requests Offer to fulfil guest’s request in a timely manner Provide explanation and apologise if unable to answer questions or fulfil requests Offer to seek help from other sources if unable to fulfil guest’s request/s or answer questions Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. This unit applies to supervisors in all industry sectors within the labour divisions of the hotel and travel industries and may include: Front Office Housekeeping Food and Beverage Service Food Production Travel Agencies Tour Operation Meet and greet guests may include: Meeting guests with a friendly face and smile Using a friendly voice, “Welcome to …” Introducing and giving a brief background of yourself, “My name is … and I’ve been working here for …”
a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Other Element 1: Meet and greet guests Welcome guests appropriately Introduce self and others Ask questions to involve guests Element 2: Respond to guests’ questions or requests Answer questions clearly and honestly Request repetition or clarification of questions or request Offer to fulfil guest’s request in a timely manner Provide explanation and apologise if unable to answer questions or fulfil requests Offer to seek help from other sources if unable to fulfil guest’s request/s or answer questions Element 3: Participate in a short, informal conversation with guests