Elements and Performance Criteria
- Prepare for meal service
- 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
- Prepare, lay and set tables
- Clean, prepare and display mobile service unit
- 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
- Describe food and dishes to passengers
- Advise passengers on beverage selection
- 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
- Plate and serve a range of foods from mobile service unit
- 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
- Work in cooperation with galley operator
- 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
- Rectify spillages, clear and re-lay
- 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
- Re-set mobile service unit
- 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
- Handle passenger complaints
- 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