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Elements and Performance Criteria

1. Handle stock and materials
   • Beverage storage area is checked and replenished at scheduled times using correct documentation in accordance with workplace procedures and customs regulations
   • Items are stored in appropriate places at the recommended storage temperature
   • Products are checked to ensure quality meets the required standard in accordance with workplace procedures
   • Beverage service area is kept clean, attractive and complete in accordance with workplace procedures and standards
   • Glassware is kept hygienically clean, free from chips and cracks and is stored correctly in accordance with workplace procedures
   • Familiarity with products to be offered is undertaken prior to service provision
   • Hazards are identified, risks are assessed and hazard management is implemented
   • Customs documentation is completed as required in accordance with regulatory requirements and workplace procedures
2. Advise passengers
   • Advice is offered to passengers to assist them in an appropriate selection of products
   • Passenger complaints are resolved to their satisfaction within limits of own authority in accordance with workplace procedures and regulatory requirements
   • Passenger complaints that require further action are referred to supervisor in accordance with workplace procedures and regulatory requirements
3. Take beverage orders
   • Orders are taken accurately and are either written or memorised
   • Clear and helpful advice is given to passengers on selection of beverages
4. Prepare and serve beverages
   • Beverages are prepared to legal and airline standards, using the correct ingredients and measures, and are made to passenger requests
   • Beverages are served promptly and courteously
5. Use trays
   • Drink trays are loaded skilfully and safely, ensuring correct balance
   • Drink trays are carried and unloaded in accordance with regulatory requirements
   • Beverages are poured and served in accordance with workplace procedures and regulatory requirements
6. Clear and clean carts/tables and equipment
   • Passenger tables are cleared at an appropriate time in a polite manner
   • Beverage and food service tables and carts are cleaned hygienically and are prepared for further service in accordance with workplace procedures and standards
   • Utensils and glassware are stowed ready for cleaning as required
7. Prepare and use tea and coffee making equipment
   • Tea and coffee making equipment is prepared ready for use in accordance with workplace procedures and regulatory requirements
   • Passengers are offered a range of beverage service options and served in accordance with passenger requests

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.
Advice provided to passengers on beverages must include:	assistance to passengers to drink within appropriate limits by providing them with a range of options including: cold beverages hot beverages low alcohol and non-alcoholic beverages

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

adapting to differences in equipment and operating environment in accordance with standard operating procedures applying precautions and required action to minimise, control or eliminate identified hazards applying relevant legislation and workplace procedures related to beverage service communicating effectively with others completing relevant documentation identifying and correctly using relevant equipment implementing contingency plans implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations modifying activities depending on workplace contingencies, situations and environments monitoring and anticipating operational problems and hazards and taking appropriate action monitoring work activities in terms of planned schedule operating electronic communications equipment to required protocol reading, interpreting and following relevant regulations, instructions, procedures, information and signs reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures responding appropriately to cultural differences in the workplace selecting and using required personal protective equipment conforming to industry and WHS/OHS standards working collaboratively with others working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

airline procedures and standards for serving non-alcoholic beverages on aircraft features and characteristics of various types of non-alcoholic beverages hygiene and safety issues of specific relevance to beverage service principles of passenger service problems that may occur when serving non-alcoholic beverages, and appropriate action that should be taken in each case relevant customs, quarantine, equal opportunity and anti-discrimination regulations relevant WHS/OHS, hygiene and environmental procedures, standards and regulations risks that exist when serving non-alcoholic beverages, and related risk control procedures and precautions typical service flows within an aircraft beverage service environment.

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