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Evidence Guide: AVII3010B - Carry out aircraft business_first class meal and beverage service

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

 

AVII3010B - Carry out aircraft business_first class meal and beverage service

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

Prepare for meal service

  1. Food is prepared hygienically in accordance with workplace procedures and regulatory requirements
  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
  3. Equipment, implements and utensils are used in a safe manner throughout the preparation and serving of food or dishes
  4. 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
  5. Menus/wine lists are sourced and consulted on to ensure product knowledge
Food is prepared hygienically in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Equipment used in food preparation is maintained in a safe and hygienic condition at all times in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Equipment, implements and utensils are used in a safe manner throughout the preparation and serving of food or dishes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Menus/wine lists are sourced and consulted on to ensure product knowledge

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare, lay and set tables

  1. Where applicable, tables are laid with appropriate cloths in accordance with workplace procedures and standards
  2. Where applicable, tables are prepared to workplace standards, with the appropriate equipment and utensils for a given menu
Where applicable, tables are laid with appropriate cloths in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where applicable, tables are prepared to workplace standards, with the appropriate equipment and utensils for a given menu

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clean, prepare and display mobile service unit

  1. Mobile service unit is checked to ensure that it is cleaned to workplace standards in preparation for service
  2. Equipment is checked to ensure it is clean and positioned correctly on mobile service unit
  3. Items for salad preparation and garnishing are prepared and displayed on mobile service unit in accordance with regulatory requirements and workplace procedures and standards
  4. Mobile service unit is set up in accordance with regulatory requirements and workplace procedures and standards
Mobile service unit is checked to ensure that it is cleaned to workplace standards in preparation for service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Equipment is checked to ensure it is clean and positioned correctly on mobile service unit

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Items for salad preparation and garnishing are prepared and displayed on mobile service unit in accordance with regulatory requirements and workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mobile service unit is set up in accordance with regulatory requirements and workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Describe food and dishes to passengers

  1. Dish names and specialities are explained to passengers
  2. Where applicable, ingredients of dishes and preparation methods are correctly explained and shown to passengers to assist them in selecting dishes appropriately relative to their dietary requirements
Dish names and specialities are explained to passengers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where applicable, ingredients of dishes and preparation methods are correctly explained and shown to passengers to assist them in selecting dishes appropriately relative to their dietary requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise passengers on beverage selection

  1. Appropriate advice is politely given to passengers to assist them in selection of beverages at the appropriate time
  2. The level of intoxication of passengers is accurately assessed using a number of standard methods in accordance with workplace procedures and regulatory requirements
  3. Legislative requirements concerning the serving of alcoholic beverages are followed when providing advice to passengers on beverages
Appropriate advice is politely given to passengers to assist them in selection of beverages at the appropriate time

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The level of intoxication of passengers is accurately assessed using a number of standard 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 beverages

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plate and serve a range of foods from mobile service unit

  1. Appropriate portions of foods are correctly positioned on plates in accordance with workplace procedures and standards prior to leaving the galley
  2. Appropriate accompaniments are selected to suit the passenger's choice of meal/beverage
  3. The choice of meal/beverage is presented to the passenger in accordance with regulatory requirements and workplace procedures and standards
  4. Mobile service unit is placed at an appropriate distance from the passenger
Appropriate portions of foods are correctly positioned on plates in accordance with workplace procedures and standards prior to leaving the galley

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate accompaniments are selected to suit the passenger's choice of meal/beverage

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The choice of meal/beverage is presented to the passenger in accordance with regulatory requirements and workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mobile service unit is placed at an appropriate distance from the passenger

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work in cooperation with galley operator

  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 when necessary
  2. 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
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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Rectify spillages, clear and re-lay

  1. Spillages are promptly identified and dealt with in accordance with workplace procedures and standards
  2. Spilt food/beverage is replaced when appropriate with minimum disruption to passengers and crew
  3. Debris is removed and linen changed safely and promptly after spillage
  4. Passengers' needs are attended to in a polite and friendly manner in accordance with workplace procedures and standards
  5. Tables are cleaned and re-laid where required promptly after the completion of meals ensuring minimum disruption to the passenger
Spillages are promptly identified and dealt with in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Spilt food/beverage is replaced when appropriate with minimum disruption to passengers and crew

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Debris is removed and linen changed safely and promptly after spillage

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers' needs are attended to in a polite and friendly manner in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tables are cleaned and re-laid where required promptly after the completion of meals ensuring minimum disruption to the passenger

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Re-set mobile service unit

  1. Mobile service unit is cleaned at the appropriate time in accordance with workplace procedures and standards
  2. Mobile service unit is re-set correctly with appropriate equipment
  3. Mobile service unit is re-stocked correctly with clean implements, utensils and linen in accordance with regulatory requirements and workplace procedures and standards
Mobile service unit is cleaned at the appropriate time in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mobile service unit is re-set correctly with appropriate equipment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mobile service unit is re-stocked correctly with clean implements, utensils and linen in accordance with regulatory requirements and workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle passenger complaints

  1. Compliments on service or meals are received promptly and in a courteous manner from passengers
  2. Passenger complaints are handled in a timely and courteous manner in accordance with workplace procedures and standards
  3. Passengers are promptly advised on the course of action that will be taken in response to their complaints
  4. Appropriate follow-up action is taken and passenger satisfaction is checked in accordance with workplace procedures
Compliments on service or meals are received promptly and in a courteous manner from passengers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger complaints are handled in a timely and courteous manner in accordance with workplace procedures and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passengers are promptly advised on the course of action that will be taken in response to their complaints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate follow-up action is taken and passenger satisfaction is checked in accordance with workplace procedures

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, hygiene and environmental procedures and regulations

Principles of customer service

Airline procedures and standards for providing a meal and beverage service on an aircraft

Typical service flows within an aircraft food and beverage service environment

Features and characteristics of various types and styles of food and beverages served in business/first class on commercial aircraft

Hygiene and safety issues relevant to food and beverage service

Legislation and regulations concerning the serving of alcoholic beverages on aircraft

Risks that exist when providing a meal and beverage service on an aircraft and related risk control procedures and precautions

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

Required skills:

Communicate effectively with others when carrying out aircraft business/first class meal and beverage service

Read and interpret instructions, regulations, procedures and other information relevant to aircraft business/first class meal and beverage service

Interpret and follow operational instructions and prioritise work

Complete documentation related to aircraft business/first class meal and beverage service

Operate electronic communication equipment to required protocol

Work collaboratively with others when carrying out aircraft business/first class meal and beverage service

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 aircraft business/first class meal and beverage service in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when carrying out aircraft business/first class meal and beverage service

Apply precautions and required action to minimise, control or eliminate hazards that may exist during aircraft business/first class meal and beverage service

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 to carry out aircraft business/first class meal and beverage service

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.

Food and beverage service may be provided:

on relevant passenger-carrying aircraft types in commercial service

during short and/or long haul services

in business class and/or 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 in the selection of beverages may include but is not restricted to:

types of beverages available

service of beverages

restrictions on use of alcoholic beverages

Items for salad preparation and garnishing may include:

condiments

oils

vinegars

sauces

fruit

herbs

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 assessing the level of intoxication of passengers may include:

observations in changes of behaviour

monitoring noise levels

monitoring drink orders

Persons consulted may include:

passengers

galley staff

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 food and alcoholic/non-alcoholic beverages on aircraft

airline procedures and instructions and job specification

airline food and beverage service procedures checklists and procedures

food and beverage service checklist

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 food and alcoholic/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