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Evidence Guide: AVII2003 - Carry out beverage service on an aircraft

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVII2003 - Carry out beverage service on an aircraft

What evidence can you provide to prove your understanding of each of the following citeria?

Handle stock and materials

  1. Beverage storage area is checked and replenished at scheduled times using correct documentation in accordance with workplace procedures and customs regulations
  2. Items are stored in appropriate places at the recommended storage temperature
  3. Products are checked to ensure quality meets the required standard in accordance with workplace procedures
  4. Beverage service area is kept clean, attractive and complete in accordance with workplace procedures and standards
  5. Glassware is kept hygienically clean, free from chips and cracks and is stored correctly in accordance with workplace procedures
  6. Familiarity with products to be offered is undertaken prior to service provision
  7. Hazards are identified, risks are assessed and hazard management is implemented
  8. Customs documentation is completed as required in accordance with regulatory requirements and workplace procedures
Beverage storage area is checked and replenished at scheduled times using correct documentation in accordance with workplace procedures and customs regulations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Items are stored in appropriate places at the recommended storage temperature

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Products are checked to ensure quality meets the required standard in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Beverage service area is kept clean, attractive and complete in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hazards are identified, risks are assessed and hazard management is implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customs documentation is completed as required in accordance with regulatory requirements and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise passengers

  1. Advice is offered to passengers to assist them in an appropriate selection of products
  2. Passenger complaints are resolved to their satisfaction within limits of own authority in accordance with workplace procedures and regulatory requirements
  3. Passenger complaints that require further action are referred to supervisor in accordance with workplace procedures and regulatory requirements
Advice is offered to passengers to assist them in an appropriate selection of products

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger complaints are resolved to their satisfaction within limits of own authority in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger complaints that require further action are referred to supervisor in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take beverage orders

  1. Orders are taken accurately and are either written or memorised
  2. Clear and helpful advice is given to passengers on selection of beverages
Orders are taken accurately and are either written or memorised

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clear and helpful advice is given to passengers on selection of beverages

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and serve beverages

  1. Beverages are prepared to legal and airline standards, using the correct ingredients and measures, and are made to passenger requests
  2. Beverages are served promptly and courteously
Beverages are prepared to legal and airline standards, using the correct ingredients and measures, and are made to passenger requests

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Beverages are served promptly and courteously

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use trays

  1. Drink trays are loaded skilfully and safely, ensuring correct balance
  2. Drink trays are carried and unloaded in accordance with regulatory requirements
  3. Beverages are poured and served in accordance with workplace procedures and regulatory requirements
Drink trays are loaded skilfully and safely, ensuring correct balance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Drink trays are carried and unloaded in accordance with regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Beverages are poured and served in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clear and clean carts/tables and equipment

  1. Passenger tables are cleared at an appropriate time in a polite manner
  2. Beverage and food service tables and carts are cleaned hygienically and are prepared for further service in accordance with workplace procedures and standards
  3. Utensils and glassware are stowed ready for cleaning as required
Passenger tables are cleared at an appropriate time in a polite manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Beverage and food service tables and carts are cleaned hygienically and are prepared for further service in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Utensils and glassware are stowed ready for cleaning as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and use tea and coffee making equipment

  1. Tea and coffee making equipment is prepared ready for use in accordance with workplace procedures and regulatory requirements
  2. Passengers are offered a range of beverage service options and served in accordance with passenger requests
Tea and coffee making equipment is prepared ready for use in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are offered a range of beverage service options and served in accordance with passenger requests

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Handle stock and materials

1.1

Beverage storage area is checked and replenished at scheduled times using correct documentation in accordance with workplace procedures and customs regulations

1.2

Items are stored in appropriate places at the recommended storage temperature

1.3

Products are checked to ensure quality meets the required standard in accordance with workplace procedures

1.4

Beverage service area is kept clean, attractive and complete in accordance with workplace procedures and standards

1.5

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

1.6

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

1.7

Hazards are identified, risks are assessed and hazard management is implemented

1.8

Customs documentation is completed as required in accordance with regulatory requirements and workplace procedures

2

Advise passengers

2.1

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

2.2

Passenger complaints are resolved to their satisfaction within limits of own authority in accordance with workplace procedures and regulatory requirements

2.3

Passenger complaints that require further action are referred to supervisor in accordance with workplace procedures and regulatory requirements

3

Take beverage 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 beverages

4

Prepare and serve beverages

4.1

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

4.2

Beverages are served promptly and courteously

5

Use 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

Beverages are poured and served in accordance with workplace procedures and regulatory requirements

6

Clear and clean carts/tables and equipment

6.1

Passenger tables are cleared at an appropriate time in a polite manner

6.2

Beverage and food service tables and carts are cleaned hygienically and are prepared for further service in accordance with workplace procedures and standards

6.3

Utensils and glassware are stowed ready for cleaning as required

7

Prepare 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 beverage service options and served in accordance with passenger requests

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Handle stock and materials

1.1

Beverage storage area is checked and replenished at scheduled times using correct documentation in accordance with workplace procedures and customs regulations

1.2

Items are stored in appropriate places at the recommended storage temperature

1.3

Products are checked to ensure quality meets the required standard in accordance with workplace procedures

1.4

Beverage service area is kept clean, attractive and complete in accordance with workplace procedures and standards

1.5

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

1.6

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

1.7

Hazards are identified, risks are assessed and hazard management is implemented

1.8

Customs documentation is completed as required in accordance with regulatory requirements and workplace procedures

2

Advise passengers

2.1

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

2.2

Passenger complaints are resolved to their satisfaction within limits of own authority in accordance with workplace procedures and regulatory requirements

2.3

Passenger complaints that require further action are referred to supervisor in accordance with workplace procedures and regulatory requirements

3

Take beverage 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 beverages

4

Prepare and serve beverages

4.1

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

4.2

Beverages are served promptly and courteously

5

Use 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

Beverages are poured and served in accordance with workplace procedures and regulatory requirements

6

Clear and clean carts/tables and equipment

6.1

Passenger tables are cleared at an appropriate time in a polite manner

6.2

Beverage and food service tables and carts are cleaned hygienically and are prepared for further service in accordance with workplace procedures and standards

6.3

Utensils and glassware are stowed ready for cleaning as required

7

Prepare 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 beverage service options and served in accordance with passenger requests

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.

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.

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