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Evidence Guide: AVII2009B - Serve wine to aircraft passengers

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

 

AVII2009B - Serve wine to aircraft passengers

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

Store and handle wines

  1. Wines are stored for optimum quality as recommended by the manufacturer and within the possible parameters of the workplace
  2. Quality problems are promptly identified and rectified in accordance with workplace procedures
Wines are stored for optimum quality as recommended by the manufacturer and within the possible parameters of the workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Quality problems are promptly identified and rectified in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set bar or cocktail unit

  1. Bar glassware is selected and checked for cleanliness, chips and cracks in accordance with workplace procedures and standards
  2. Ice buckets are inspected and cleaned hygienically in accordance with workplace procedures and regulatory requirements
  3. Napkins are prepared in accordance with workplace procedures and standards
Bar glassware is selected and checked for cleanliness, chips and cracks in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ice buckets are inspected and cleaned hygienically in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Napkins are prepared in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise glassware

  1. Appropriate glassware is correctly placed on tables in accordance with workplace procedures and standards
  2. Appropriate styles of glassware are selected for use with particular wines
  3. Glassware is selected, checked for cleanliness, chips and cracks and placed on passengers' tables in accordance with workplace procedures and standards
  4. Where necessary, suitable glassware is selected to match a passenger's choice of wine and exchanged with that set on table
  5. Used and unused glassware is removed at the appropriate time in accordance with workplace procedures and standards
Appropriate glassware is correctly placed on tables in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate styles of glassware are selected for use with particular wines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Glassware is selected, checked for cleanliness, chips and cracks and placed on passengers' tables in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where necessary, suitable glassware is selected to match a passenger's choice of wine and exchanged with that set on table

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Used and unused glassware is removed at the appropriate time in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Converse with passengers about wine

  1. Appropriate communication techniques are used to converse with passengers about wine
  2. A sufficient knowledge and understanding of wine appreciation is appropriately applied to conversation with passengers for the purpose of assisting them in making choices according to the food to be consumed
Appropriate communication techniques are used to converse with passengers about wine

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A sufficient knowledge and understanding of wine appreciation is appropriately applied to conversation with passengers for the purpose of assisting them in making choices according to the food to be consumed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise passengers on their wine choice

  1. Where applicable, wine list is discussed in terms of the wine areas of Australia and overseas using standard industry information including grape variety, notable producers and vintage
  2. Passengers are correctly and courteously advised on their wine choice in terms of traditional combinations, seasonal and special occasions and contemporary cuisine
  3. Feedback on composition of wine list is relayed to the passenger service supervisor/passenger service manager or appropriate department for product development in accordance with workplace procedures
  4. Wine irregularities are appropriately followed up with appropriate personnel
  5. The level of intoxication of passengers is monitored using appropriate methods in accordance with workplace procedures and regulatory requirements
  6. Legislative requirements concerning the serving of alcoholic beverages are followed when providing advice to passengers on wine choice
Where applicable, wine list is discussed in terms of the wine areas of Australia and overseas using standard industry information including grape variety, notable producers and vintage

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are correctly and courteously advised on their wine choice in terms of traditional combinations, seasonal and special occasions and contemporary cuisine

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback on composition of wine list is relayed to the passenger service supervisor/passenger service manager or appropriate department for product development in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Wine irregularities are appropriately followed up with appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Legislative requirements concerning the serving of alcoholic beverages are followed when providing advice to passengers on wine choice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take orders

  1. Wine list is presented in a courteous manner at the appropriate time in accordance with workplace procedures and standards
  2. Orders are taken accurately in accordance with workplace procedures
Wine list is presented in a courteous manner at the appropriate time in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Orders are taken accurately in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Serve wine

  1. Wine is presented in accordance with a passenger's order and workplace procedures
  2. Wine is opened and checked for soundness in accordance with workplace procedures and regulatory requirements
  3. Correct workplace procedures are followed if wine is refused after tasting
  4. Wine is served and glasses refilled promptly and with minimal disruption in accordance with workplace procedures and regulatory requirements
  5. Correct glassware is used when serving fortified wines in accordance with workplace procedures and standards
Wine is presented in accordance with a passenger's order and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Wine is opened and checked for soundness in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Correct workplace procedures are followed if wine is refused after tasting

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Wine is served and glasses refilled promptly and with minimal disruption in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Correct glassware is used when serving fortified wines in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders

Relevant OH&S, food hygiene, equal opportunity and anti-discrimination regulations

Airline procedures and standards for the provision of wine service on an aircraft

Principles of wine production and distribution including different wine styles, label terminology and interpretation

Features and characteristics of a suitably wide selection of Australian and imported wines typically selected for in-flight wine lists on an aircraft, including major wine types, major grape varieties, major wine producers and wine producing areas of Australia and overseas, regional characteristics of Australian wines, style names, varieties and label terminology

Basic rules to assist in the enjoyment of wine with food

Compatibility of different wines to different food types

Legislation and regulations concerning the serving of alcoholic beverages on an aircraft

Risks that exist when providing wine service on an aircraft and related risk control procedures and precautions

Problems that may occur when providing wine service on an aircraft and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when serving wine to aircraft passengers

Read and interpret instructions, regulations, procedures and other information relevant to serving wine to aircraft passengers

Interpret and follow operational instructions and prioritise work

Complete documentation related to serving wine to aircraft passengers

Operate electronic communication equipment to required protocol

Work collaboratively with others when serving wine to aircraft passengers

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 serving wine to aircraft passengers in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when serving wine to aircraft passengers

Apply precautions and required action to minimise, control or eliminate hazards that may exist when serving wine to aircraft passengers

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 serving wine to aircraft passengers

Range Statement

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

Wine service may be provided:

on any passenger-carrying aircraft type in commercial service

during short and/or long haul services

in economy, business class and first class service categories

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 and assistance provided to passengers to assist them in their choice of wine may include information on:

wine types

style names, varieties, label terminology

basic rules to assist in the enjoyment of wine with food

other relevant wine quality criteria

Standard industry information used to discuss wine lists in terms of the wine areas of Australia and overseas may include:

climate

soil types

grape varieties

production and maturation processes

notable producers

Legal requirement relating to liquor service may include but is not restricted to:

prohibited sale of alcohol to minors

identification of, and refusal to serve, intoxicated persons and other excluded categories

advice to passengers on strengths of alcoholic beverages

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

observation of changes of behaviour

monitoring of noise levels

monitoring of drink orders

Persons consulted concerning beverage service may include:

passengers

other cabin crew and flight crew members

catering staff

ground support 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 beverages on aircraft

airline procedures and instructions and job specification

airline wine service procedures checklists and procedures

product and manufacturers information concerning the wines available from the in-flight wine menu

appropriate reference books on Australian and overseas wines

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations/legislation may include:

relevant regulatory requirements pertaining to the serving of alcoholic beverages on aircraft

relevant OH&S legislation

environmental protection legislation

relevant food handling and hygiene legislation

equal opportunity and anti-discrimination legislation

relevant Australian Standards

industrial relations and workplace compensation legislation