Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements including OH&S regulations.

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

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

Work involves the application of beverage service principles and procedures and relevant regulations to the provision of beverage service to passengers on commercial aircraft across a variety of operational contexts within the Australian aviation industry.

This unit of competency is nominally packaged at Certificate II.

ELEMENT

PERFORMANCE CRITERIA

1Handle stock and materials

1.1 Where applicable, bar is checked and restocked at scheduled times using correct documentation in accordance with workplace procedures and customs regulations

1.2 Items are stored in the correct place at the correct temperature

1.3 A suitable range of paperware and garnishes are prepared and stocked in accordance with workplace procedures

1.4 Products are checked to ensure quality is to required standard in accordance with workplace procedures

1.5 Bar area is kept clean, attractive and complete in accordance with workplace procedures and standards

1.6 Glassware is kept hygienically clean, free from chips and cracks and stored correctly where applicable in accordance with workplace procedures

1.7 Familiarity with products to be offered is undertaken prior to service provision

1.8 Customs documentation is completed where applicable in accordance with regulatory requirements and workplace procedures

2Advise passengers

2.1 Advice is offered to passengers to assist them in an appropriate selection of products

2.2 Passengers' complaints are resolved to their satisfaction within the limits of authority in accordance with workplace procedures and regulatory requirements

2.3 Passengers' complaints which require further action are referred to the supervisor in accordance with workplace procedures and regulatory requirements

3Take drink orders

3.1 Orders are taken accurately and are either written or memorised

3.2 Clear and helpful advice is given to passengers on selection of drinks

4Prepare and serve drinks

4.1 Drinks are prepared to legal and airline standards, using the correct ingredients and measures, and are made to passenger requests

4.2 Drinks are served promptly and courteously

5Use trays

5.1 Drink trays are loaded skilfully and safely, ensuring correct balance

5.2 Drink trays are carried and unloaded in accordance with regulatory requirements

5.3 Drinks are poured and served in accordance with workplace procedures and regulatory requirements

6Clear and clean carts/tables and equipment

6.1 Tables are cleared at an appropriate time in a polite manner

6.2 Tables and carts are cleaned hygienically and prepared for further service in accordance with workplace procedures and standards

6.3 Utensils and glassware are stowed ready for cleaning where applicable

7Prepare and use tea and coffee making equipment

7.1 Tea and coffee making equipment is prepared ready for use in accordance with workplace procedures and regulatory requirements

7.2 Passengers are offered a range of different teas and coffees and these are made to passengers' requests giving consideration to strength, texture and presentation

8Comply with legal requirements

8.1 Compliance is maintained at all times with the primary provisions and legal requirements relating to liquor service

9Monitor level of intoxication of passengers and take suitable action

9.1 The level of intoxication of passengers is monitored using appropriate methods in accordance with workplace procedures and regulatory requirements

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant legislation and regulations including those concerning the serving of alcoholic beverages on aircraft

Relevant OH&S, hygiene and environmental procedures, standards and regulations

Relevant customs, quarantine, equal opportunity and anti-discrimination regulations

Principles of passenger service

Airline procedures and standards for serving alcoholic and non-alcoholic beverages on aircraft

Typical service flows within an aircraft beverage service environment

Features and characteristics of various types of alcoholic and non-alcoholic beverages served on commercial aircraft

Hygiene and safety issues of specific relevance to beverage service

Risks that exist when serving alcoholic and non-alcoholic beverages, and related risk control procedures and precautions

Problems that may occur when serving alcoholic and non-alcoholic beverages, and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when carrying out beverage service on an aircraft

Read and interpret instructions, regulations, procedures and other information relevant to beverage service on an aircraft

Interpret and follow operational instructions and prioritise work

Complete documentation related to beverage service on an aircraft

Operate electronic communication equipment to required protocol

Work collaboratively with others when carrying out beverage service on an aircraft

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 beverage service on an aircraft in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when carrying out beverage service on an aircraft

Apply precautions and required action to minimise, control or eliminate hazards that may exist when carrying out beverage service on an aircraft

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 when carrying out beverage service on an aircraft

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

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

Beverage service may be provided:

on any passenger-carrying aircraft type in commercial service

during short and/or long haul services

in any category of service, including economy, business and 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 provided to passengers on beverages may include:

types of alcoholic beverages

service of alcoholic beverages

restrictions on use of alcoholic beverages at the appropriate time in a polite manner

assistance to passengers to drink within appropriate limits by providing them with a range of options including the following:

low alcohol and non-alcoholic drinks

mineral water

pure water

coffee

nibbles/snacks

Legal requirements relating to liquor service may include but are not restricted to:

the prohibited sale of alcohol to minors

identification of, and refusal to serve, persons who present indications of being intoxicated

advice to passengers on strengths of alcoholic beverages

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

observations in changes of behaviour

monitoring noise levels

monitoring drink orders

Persons consulted concerning beverage service may include:

passengers

other cabin crew and flight crew members

ground staff

catering staff

aircraft resourcing 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 alcoholic and non-alcoholic beverages on aircraft, including OH&S regulations

airline procedures and instructions and job specification

airline beverage service procedures

beverage service checklist

relevant customs regulations

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 alcoholic and 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

I - Customer Service

This unit contains employability skills.