ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 | Prepare for meal service | 1.1 | Food is prepared hygienically in accordance with workplace procedures and regulatory requirements |
1.2 | Equipment used in food preparation is maintained in a safe and hygienic condition at all times in accordance with workplace procedures and regulatory requirements |
1.3 | Equipment, implements and utensils are used in a safe manner throughout the preparation and serving of food or dishes |
1.4 | Work practices and methods of service adopted during meal service operations is in accordance with workplace procedures and standards, ensuring the safety of staff and passengers |
1.5 | Menus and wine lists are sourced and consulted on to ensure product knowledge |
2 | Prepare, lay and set tables | 2.1 | Tables are laid and set with appropriate cloths in accordance with workplace procedures and standards |
2.2 | Tables are prepared to workplace standards, with the appropriate equipment and utensils for a given menu |
3 | Clean, prepare and display mobile service unit | 3.1 | Mobile service unit is checked to ensure it is cleaned to workplace standards in preparation for service |
3.2 | Mobile service unit equipment is checked to ensure it is clean and serviceable |
3.3 | Items for salad preparation and garnishing are prepared and displayed on mobile service unit in accordance with workplace procedures and customer service standards |
3.4 | Mobile service unit is set up in accordance with regulatory requirements, and workplace procedures and standards |
4 | Advise passengers about food and non-alcoholic beverage selection | 4.1 | Dish names and specialities are explained to passengers |
4.2 | Ingredients of dishes and preparation methods are explained and shown to passengers to assist them in selecting dishes appropriately relative to their dietary requirements, as required |
4.3 | Appropriate advice is politely given to passengers to assist them in selecting non-alcoholic beverages at the appropriate time |
5 | Plate and serve a range of foods from mobile service unit | 5.1 | Appropriate portions of foods are correctly positioned on plates in accordance with workplace procedures and standards prior to leaving the galley |
5.2 | Appropriate accompaniments are selected to suit passenger meal choice |
5.3 | Meal choice is presented to passenger in accordance with regulatory requirements, and workplace procedures and standards |
6 | Work in cooperation with galley operator | 6.1 | 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 as required |
6.2 | Appropriate relationship is established and maintained with galley operator and cabin operators to ensure service is maintained correctly |
7 | Rectify spillages, clear and re-lay table | 7.1 | Spillages are promptly identified and dealt with in accordance with workplace procedures and standards |
7.2 | Spilt food/beverage is replaced as required with minimum disruption to passengers and crew |
7.3 | Debris is removed and linen is changed safely and promptly after spillage |
7.4 | Passenger needs are attended to in a polite and friendly manner in accordance with workplace procedures and standards |
7.5 | Tables are cleaned, set and re-laid as required after completion of meals ensuring minimum disruption to passenger |
8 | Reset mobile service unit | 8.1 | Mobile service unit is cleaned at appropriate time in accordance with workplace procedures and standards |
8.2 | Mobile service unit is reset correctly with appropriate equipment |
8.3 | Mobile service unit is restocked correctly with clean equipment, utensils and linen in accordance with regulatory requirements, and workplace procedures and standards |
9 | Handle passenger complaints | 9.1 | Compliments on service or meals are received promptly and in a courteous manner from passengers |
9.2 | Passenger complaints are handled in a timely and courteous manner in accordance with workplace procedures and standards |
9.3 | Passengers are advised about action that will be taken in response to their complaints |
9.4 | Appropriate follow-up action is taken and passenger satisfaction is checked in accordance with workplace procedures |