Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements.

Use for ADF Aviation is to be in accordance with relevant Defence Orders and Instructions and applicable CASA compliance.

Work is performed under some supervision usually within a team environment.

Work involves the application of passenger service principles and procedures to the provision of advice on cuisine to passengers on commercial aircraft across a variety of operational contexts within the Australian aviation industry.

ELEMENT

PERFORMANCE CRITERIA

1Discuss menu items and selections

1.1 Culinary styles and cooking methods of menu items are discussed with passengers using appropriate language, terminology and correct pronunciation according to the passenger's needs

1.2 Passengers are advised on the selection of menu items available, providing options and possible variations where appropriate to passenger and operational needs

2Advise passengers on food

2.1 Information is accessed from appropriate sources in order to advise passengers on menu items in accordance with workplace procedures

2.2 Passengers are advised on a range of foods, in terms of varieties, quality factors, ingredients and cooking methods, where applicable, using standard airline descriptions and in accordance with workplace procedures

2.3 Foods are described using standard industry descriptions in terms of preparation methods and styles of service

3Advise passengers on special menu items

3.1 Passengers are advised on special menu items using standard airline descriptions and the appropriate terminology in accordance with workplace procedures

3.2 Appropriate responses are made to passenger requests for information on dietary features of special menu items in accordance with workplace procedures

4Contribute to menu development

4.1 Trends in passenger needs are identified and interpreted based on direct contact and workplace experience

4.2 Advice on hygiene approaches is provided upon request

4.3 Suggestions and feedback on possible changes to menu development is provided to relevant personnel in accordance with workplace procedures

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant regulatory requirements

Relevant equal opportunity and anti-discrimination regulations

Principles of customer service

Airline procedures and standards for providing advice on cuisine to passengers

Standard airline menus and menu items

Features and characteristics of various types of food served on commercial aircraft including special menu items

Relevant information on meal ingredients, special dietary requirements and food allergies

Food presentation for different types of airline service

Hygiene and safety issues of specific relevance to food and beverage service

Risks that exist when providing advice on cuisine to passengers and related risk control procedures and precautions

Problems that may occur when providing advice on cuisine to passengers, and to passengers with special needs, and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when providing advice on cuisine on an aircraft

Read and interpret instructions, regulations, procedures and other information relevant to providing advice on cuisine on an aircraft

Interpret and follow operational instructions and prioritise work

Complete documentation related to providing advice on cuisine on an aircraft

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing advice on cuisine on an aircraft

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 providing advice on cuisine on an aircraft in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when providing advice on cuisine on an aircraft

Apply precautions and required action to minimise, control or eliminate hazards that may exist when providing advice on cuisine on an aircraft

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 providing advice on cuisine on an aircraft

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

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

Meal service may be provided:

on any passenger-carrying aircraft type in commercial service

during short and/or long haul services

in any category of service, including economy, business and first class

in any allowable operating and weather conditions

in accordance with regulatory and operational requirements, including OH&S requirements

Performance may be demonstrated:

in an approved cabin service simulator

in a suitably simulated work environment

on a passenger-carrying aircraft

Types of food upon which advice may be provided may include:

appetisers and hors d'oeuvres

soups

meat and fish

vegetables

sweets and desserts

cheeses

fruit salads

sauces

pasta

noodles

Advice on special menu items may include:

origins

ingredients

methods of preparation

presentation styles

Sources of information on menu items may include:

menu galley guide

catering checklist

special meal information

Persons consulted on menu items may include:

passengers

other 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:

sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to food service on aircraft

airline procedures and instructions and job specification

standard airline menus

airline meal service procedures checklists and procedures

menu galley guide

catering checklist

special meal information

relevant information on meal ingredients, special dietary requirements and food allergies

induction and training materials

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

Applicable regulations and legislation may include:

relevant requirements, standards and recommended practices of the International Civil Aviation Organization (ICAO) pertaining to food service on aircraft

relevant Australian Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to food service on aircraft

Civil Aviation Act

relevant OH&S legislation

relevant food handling and hygiene legislation

equal opportunity and anti-discrimination legislation

relevant Australian Standards

industrial relations and workplace compensation legislation

I - Customer Service

This unit contains employability skills.