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Elements and Performance Criteria

1. Advise passengers
   • Advice is offered to passengers to assist them in an appropriate selection of products
   • Passenger complaints are resolved to their satisfaction within limits of own authority in accordance with workplace procedures and regulatory requirements
   • Passenger complaints that require further action are referred to supervisor in accordance with workplace procedures and regulatory requirements
2. Take beverage orders
   • Orders are taken accurately and are either written or memorised
   • Clear and helpful advice is given to passengers on selection of beverages
3. Handle stock and materials
   • Beverage storage area is checked and replenished at scheduled times using correct documentation in accordance with workplace procedures and customs regulations
4. Items are stored in appropriate places at the recommended storage temperature
5. Products are checked to ensure quality meets the required standard in accordance with workplace procedures
6. Beverage service area is kept clean, attractive and complete in accordance with workplace procedures and standards
7. Glassware is kept hygienically clean, free from chips and cracks and is stored correctly in accordance with workplace procedures
8. Familiarity with products to be offered is undertaken prior to service provision
9. Hazards are identified, risks are assessed and hazard management implemented
10. Customs documentation is completed as required in accordance with regulatory requirements and workplace procedures
    • Advice is offered to passengers to assist them in an appropriate selection of products
11. Passenger complaints are resolved to their satisfaction within limits of own authority in accordance with workplace procedures and regulatory requirements
12. Passenger complaints that require further action are referred to supervisor in accordance with workplace procedures and regulatory requirements
    • Orders are taken accurately and are either written or memorised
13. Clear and helpful advice is given to passengers on selection of beverages
14. Prepare and serve beverages
    • Beverages are prepared to legal and airline standards using the correct ingredients and measures, and are made to passenger requests
15. Beverages are served promptly and courteously
    • Drink trays are loaded skilfully and safely ensuring correct balance
16. Drink trays are carried and unloaded in accordance with regulatory requirements
17. Beverages are poured and served in accordance with workplace procedures and regulatory requirements
18. Clear and clean carts/tables and equipment
    • Passenger tables are cleared at an appropriate time in a polite manner
19. Beverage and food service tables and carts are cleaned hygienically and are prepared for further service in accordance with workplace procedures and standards
20. Utensils and glassware are stowed ready for cleaning as required
21. Prepare and use tea and coffee making equipment
    • Tea and coffee making equipment is prepared ready for use in accordance with workplace procedures and regulatory requirements
22. Passengers are offered a range of beverage service options and served in accordance with passenger requests

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

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