Elements and Performance Criteria
- Prepare for meal service
- Food is prepared hygienically in accordance with workplace procedures and regulatory requirements
- Equipment used in food preparation is maintained in a safe and hygienic condition at all times in accordance with workplace procedures and regulatory requirements
- Equipment, implements and utensils are used in a safe manner throughout the preparation and serving of food or dishes
- Work practices and methods of service adopted during meal service operations is in accordance with workplace procedures and standards, ensuring the safety of staff and passengers
- Menus and wine lists are sourced and consulted on to ensure product knowledge
- Prepare, lay and set tables
- Clean, prepare and display mobile service unit
- Mobile service unit is checked to ensure it is cleaned to workplace standards in preparation for service
- Mobile service unit equipment is checked to ensure it is clean and serviceable
- Items for salad preparation and garnishing are prepared and displayed on mobile service unit in accordance with workplace procedures and customer service standards
- Mobile service unit is set up in accordance with regulatory requirements, and workplace procedures and standards
- Advise passengers about food and non-alcoholic beverage selection
- Dish names and specialities are explained to passengers
- Ingredients of dishes and preparation methods are explained and shown to passengers to assist them in selecting dishes appropriately relative to their dietary requirements, as required
- Appropriate advice is politely given to passengers to assist them in selecting non-alcoholic beverages at the appropriate time
- Plate and serve a range of foods from mobile service unit
- Appropriate portions of foods are correctly positioned on plates in accordance with workplace procedures and standards prior to leaving the galley
- Appropriate accompaniments are selected to suit passenger meal choice
- Meal choice is presented to passenger in accordance with regulatory requirements, and workplace procedures and standards
- Work in cooperation with galley operator
- 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 as required
- Appropriate relationship is established and maintained with galley operator and cabin operators to ensure service is maintained correctly
- Rectify spillages, clear and re-lay table
- Spillages are promptly identified and dealt with in accordance with workplace procedures and standards
- Spilt food/beverage is replaced as required with minimum disruption to passengers and crew
- Debris is removed and linen is changed safely and promptly after spillage
- Passenger needs are attended to in a polite and friendly manner in accordance with workplace procedures and standards
- Tables are cleaned, set and re-laid as required after completion of meals ensuring minimum disruption to passenger
- Reset mobile service unit
- Mobile service unit is cleaned at appropriate time in accordance with workplace procedures and standards
- Mobile service unit is reset correctly with appropriate equipment
- Mobile service unit is restocked correctly with clean equipment, utensils and linen in accordance with regulatory requirements, and workplace procedures and standards
- Handle passenger complaints
- Compliments on service or meals are received promptly and in a courteous manner from passengers
- Passenger complaints are handled in a timely and courteous manner in accordance with workplace procedures and standards
- Passengers are advised about action that will be taken in response to their complaints
- Appropriate follow-up action is taken and passenger satisfaction is checked in accordance with workplace procedures