Assessor Resource

AVII3010B
Carry out aircraft business_first class meal and beverage service

Assessment tool

Version 1.0
Issue Date: March 2024


Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements.

Use for ADF Aviation is to be in accordance with relevant Defence Orders and Instructions and applicable CASA compliance.

Work is performed under limited supervision usually within a team environment.

Work involves the application of passenger service principles and procedures, regulations, safety codes and protocols to the provision of meal and beverage service on commercial aircraft across a variety of operational contexts within the Australian aviation industry.

This unit involves the skills and knowledge required to provide business/first class meal and beverage service on a commercial aircraft in accordance with regulatory requirements, including preparing for meal service; preparing, laying and setting tables; cleaning, preparing and displaying a mobile service unit; describing food and dishes to passengers; advising passengers on beverage selection; and plating and serving a range of foods from mobile service unit. It also includes the skills and knowledge required when working in cooperation with the galley operator; rectifying spillages, clearing and re-laying tables, re-setting a mobile service unit; and appropriately handling passenger complaints. Licensing, legislative, regulatory or certification requirements are applicable to this unit.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.


Employability Skills

This unit contains employability skills.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders

Relevant OH&S, hygiene and environmental procedures and regulations

Principles of customer service

Airline procedures and standards for providing a meal and beverage service on an aircraft

Typical service flows within an aircraft food and beverage service environment

Features and characteristics of various types and styles of food and beverages served in business/first class on commercial aircraft

Hygiene and safety issues relevant to food and beverage service

Legislation and regulations concerning the serving of alcoholic beverages on aircraft

Risks that exist when providing a meal and beverage service on an aircraft and related risk control procedures and precautions

Problems that may occur when providing a meal and beverage service on an aircraft and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when carrying out aircraft business/first class meal and beverage service

Read and interpret instructions, regulations, procedures and other information relevant to aircraft business/first class meal and beverage service

Interpret and follow operational instructions and prioritise work

Complete documentation related to aircraft business/first class meal and beverage service

Operate electronic communication equipment to required protocol

Work collaboratively with others when carrying out aircraft business/first class meal and beverage service

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may occur when carrying out aircraft business/first class meal and beverage service in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when carrying out aircraft business/first class meal and beverage service

Apply precautions and required action to minimise, control or eliminate hazards that may exist during aircraft business/first class meal and beverage service

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies, situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required to carry out aircraft business/first class meal and beverage service

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Food and beverage service may be provided:

on relevant passenger-carrying aircraft types in commercial service

during short and/or long haul services

in business class and/or first class

in any allowable operating and weather conditions

in accordance with regulatory and operational requirements, including OH&S regulations

Performance may be demonstrated:

in an approved cabin service simulator

in a suitably simulated work environment

on a passenger-carrying aircraft

Advice in the selection of beverages may include but is not restricted to:

types of beverages available

service of beverages

restrictions on use of alcoholic beverages

Items for salad preparation and garnishing may include:

condiments

oils

vinegars

sauces

fruit

herbs

Legal requirement relating to liquor service may include but is not restricted to:

prohibited sale of alcohol to minors

identification of, and refusal to serve, intoxicated persons and other excluded categories

advice to passengers on strengths of alcoholic beverages

Methods of assessing the level of intoxication of passengers may include:

observations in changes of behaviour

monitoring noise levels

monitoring drink orders

Persons consulted may include:

passengers

galley staff

other cabin crew and flight crew members

catering staff

ground support staff

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:

company procedures

enterprise procedures

organisational procedures

established procedures

standard operating procedures

Information/documents may include:

relevant regulatory requirements pertaining to the serving of food and alcoholic/non-alcoholic beverages on aircraft

airline procedures and instructions and job specification

airline food and beverage service procedures checklists and procedures

food and beverage service checklist

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:

relevant regulatory requirements pertaining to the serving of food and alcoholic/non-alcoholic beverages on aircraft

relevant OH&S legislation

environmental protection legislation

relevant food handling and hygiene legislation

equal opportunity and anti-discrimination legislation

relevant customs and quarantine regulations

relevant Australian Standards

industrial relations and workplace compensation legislation

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Food is prepared hygienically in accordance with workplace procedures and regulatory requirements 
Equipment used in food preparation is maintained in a safe and hygienic condition at all times in accordance with workplace procedures and regulatory requirements 
Equipment, implements and utensils are used in a safe manner throughout the preparation and serving of food or dishes 
Work practices and methods of service adopted during meal service operations is in accordance with workplace procedures and standards, ensuring the safety of both staff and passengers 
Menus/wine lists are sourced and consulted on to ensure product knowledge 
Where applicable, tables are laid with appropriate cloths in accordance with workplace procedures and standards 
Where applicable, tables are prepared to workplace standards, with the appropriate equipment and utensils for a given menu 
Mobile service unit is checked to ensure that it is cleaned to workplace standards in preparation for service 
Equipment is checked to ensure it is clean and positioned correctly on mobile service unit 
Items for salad preparation and garnishing are prepared and displayed on mobile service unit in accordance with regulatory requirements and workplace procedures and standards 
Mobile service unit is set up in accordance with regulatory requirements and workplace procedures and standards 
Dish names and specialities are explained to passengers 
Where applicable, ingredients of dishes and preparation methods are correctly explained and shown to passengers to assist them in selecting dishes appropriately relative to their dietary requirements 
Appropriate advice is politely given to passengers to assist them in selection of beverages at the appropriate time 
The level of intoxication of passengers is accurately assessed using a number of standard methods in accordance with workplace procedures and regulatory requirements 
Legislative requirements concerning the serving of alcoholic beverages are followed when providing advice to passengers on beverages 
Appropriate portions of foods are correctly positioned on plates in accordance with workplace procedures and standards prior to leaving the galley 
Appropriate accompaniments are selected to suit the passenger's choice of meal/beverage 
The choice of meal/beverage is presented to the passenger in accordance with regulatory requirements and workplace procedures and standards 
Mobile service unit is placed at an appropriate distance from the passenger 
Liaison with galley staff is established and maintained to ensure correct preparation, presentation and timing of meals and meal service to passengers is appropriately adjusted when necessary 
An appropriate relationship is established between the galley operator and cabin operators to ensure service is maintained correctly in accordance with regulatory requirements and workplace procedures and standards 
Spillages are promptly identified and dealt with in accordance with workplace procedures and standards 
Spilt food/beverage is replaced when appropriate with minimum disruption to passengers and crew 
Debris is removed and linen changed safely and promptly after spillage 
Passengers' needs are attended to in a polite and friendly manner in accordance with workplace procedures and standards 
Tables are cleaned and re-laid where required promptly after the completion of meals ensuring minimum disruption to the passenger 
Mobile service unit is cleaned at the appropriate time in accordance with workplace procedures and standards 
Mobile service unit is re-set correctly with appropriate equipment 
Mobile service unit is re-stocked correctly with clean implements, utensils and linen in accordance with regulatory requirements and workplace procedures and standards 
Compliments on service or meals are received promptly and in a courteous manner from passengers 
Passenger complaints are handled in a timely and courteous manner in accordance with workplace procedures and standards 
Passengers are promptly advised on the course of action that will be taken in response to their complaints 
Appropriate follow-up action is taken and passenger satisfaction is checked in accordance with workplace procedures 

Forms

Assessment Cover Sheet

AVII3010B - Carry out aircraft business_first class meal and beverage service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

AVII3010B - Carry out aircraft business_first class meal and beverage service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: