#1.

Define the operational functions of planning, organising, leading and monitoring as a function of management and provide three examples of each in a restaurant.

Function	Definition	Example
Planning:
Organising
Leading
Monitoring

#2.

Complete the table with examples of five responsibilities conducted by each of the following:

Roles	Responsibilities
Chief Executive Officer
Restaurant Manager
Front of house manager
Head Chef
Supervisors.

#3.

Why is it important to organise work in the busy commercial kitchen?

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#4.

Mention five activities involved in work organisation in the hospitality industry.

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#5.

How do logical work flow plans and preparation lists help in work organisation?

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#6.

What five factors do work flow plans for the service of a meal take into consideration?

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#7.

Discuss any four benefits of effective planning.

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#8.

Describe any three planning tools and techniques that may be used in the operational planning process, including:

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#9.

Briefly describe the three areas or work operations that can be monitored in a hospitality organisation.

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#10.

What are four ways to monitor workplace operations?

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#11.

Mention any three types of administrative procedures a Head Chef is required to follow.

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#12.

Give three examples of OHS/WHS procedures that support work operations in the hospitality industry.

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#13.

Mention any three human resources procedures a Head Chef is required to follow.

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#14.

Briefly explain the service standards given below.

Response times -

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Service guarantees -

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Personal presentation standards -

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#15.

List three areas may be included in a restaurant's IT policy to support its work operations?

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#16.

Define standard operating procedures (SOP) and mention any three ways in which they support work operations and any three examples of SOPs specific to a restaurant.

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#17.

What is meant by 'quality assurance' and why is it important for a business?

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#18.?

Briefly explain the steps a business should take to implement Quality Assurance concepts in the workplace.

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#19.

Mention three ways a restaurant reduce their waste and carbon footprint.

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#20.

Explain the relationship between a restaurant being run efficiently and being financially sustainable. Your response should be in no more than 80 words.

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#21.

Mention five ways a chef can minimise food wastage in the kitchen.

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#22.

What is the concept of social responsibilities and how can a business incorporate this in their operations?

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#23.

Describe how a chef can manage their own time . Mention any three points.

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#24.

Describe how a head chef can ensure kitchen staff work efficiently and complete tasks on time during a service. Mention any three points.

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#25.

Briefly explain the principles of delegation.

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#26.

How can a manager delegate effectively? Mention at least four points.

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#27.

Explain how the following delegation techniques work.

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#28.

Briefly describe the steps in problem solving.

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#29.

How do you deal with a problem that has been raised by a staff member?

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#30.

Complete the table with solutions you would offer for each of the problem situations mentioned in the table.

Problem	Solution you would implement
A customer had ordered a birthday cake but when the customer arrives with family, the chef notices that the pastry chef has forgotten to make the birthday cake
Customer is kept waiting for a table for over 10 minutes
The wait staff accidently spills a drink on a customer
Course is not to the customer's satisfaction

#31.

What is the difference between a programmed and a non-programmed decision?

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#32.

What categories of information does the current Hospitality award in Australia of work provide? Mention at least six.

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#33.

Complete the table with information about hours and conditions of work. The first one has been done for you as an example.

Weekly hours for full time employment 38 days

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Paid personal/carer's leave

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Regular employer contribution as a percentage

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Minimum loading on the ordinary hourly rate of pay for all standard hours

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Loading for work performed Monday to Friday between 7.00 am and 7.00 pm for casual employee

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#34.

List 4 ways a manager can ensure all staff follow OHS/WHS procedures in the workplace.