ELEMENTS  

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Take and process room service orders.

1.1.Answer telephone promptly and courteously according to organisational customer service standards.

1.2.Check guest name and use throughout the interaction.

1.3.Provide information, record room service order and room number and check with guests for accuracy.

1.4.Use suggestive selling techniques to maximise sale.

1.5.Advise guests of approximate time for delivery.

1.6.Interpret room service orders received from doorknob dockets.

1.7.Transfer orders promptly to the appropriate location for preparation.

2. Set up trays and trolleys.

2.1.Select and prepare room service equipment and check for cleanliness and damage.

2.2.Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.

2.3.Collect all prepared meals and beverages promptly and in correct service order.

2.4.Check prepared meals against the order and meal items for correct temperature.

3. Present room service meals and beverages to guests.

3.1.Request entry to guest room according to organisational procedures.

3.2.Consult guests about their preferences for placement of meals.

3.3.Explain the meal and place according to organisational procedures and guest preferences.

4. Present room service accounts.

4.1.Check guest accounts for accuracy and present according to organisational procedures.

4.2.Obtain signature and charge meals to room account or accept cash payment.

4.3.Promptly present cash payments to the cashier for processing.

5. Clear room service area.

5.1.Check and clear floors promptly for used room service trolleys and trays.

5.2.Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.

5.3.Restock station with equipment, food and beverage according to organisational procedures.

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS  

DESCRIPTION 

Reading skills to:

• read room service menus and price lists.

Writing skills to:

• write legible room service orders and billing information.

Oral communication skills to:

• use active listening and open and closed probe questioning to determine guest preferences and offer suitable products
• provide clear and accurate information tailored to the guest in a professional manner
• confirm details of room service order.

Numeracy skills to:

• calculate the cost of room service orders
• calculate number of room service orders for a meal service period and determine the number of serving trays or trolleys for initial set-up.

Initiative and enterprise skills to:

• upsell room service items.

Teamwork skills to:

• work with kitchen and accounting staff to organise delivery and billing of room service items in a timely manner.

Technology skills to:

• use the in-house telephone systems, kitchen ordering and billing system.

ELEMENTS 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify and acknowledge the crisis.

1.1.Determine scope and severity of customer crisis.

1.2.Consider impacts on customer ability to continue in service participation.

1.3.Consider impacts on other customers.

1.4.Access and interpret information relevant to crisis.

1.5.Acknowledge the incident as a customer crisis and communicate details to key people.

2. Provide customer crisis care.

2.1.Identify symptoms of customer trauma.

2.2.Monitor and assess severity of customer trauma.

2.3.Communicate with affected customer in line with organisational customer care, and communication and confidentiality standards.

2.4.Provide recommendations to customer in a manner consistent with customer care standards.

3. Organise services to assist customer.

3.1.Develop an action plan to manage the crisis.

3.2.Promptly identify and access sources of assistance.

3.3.Assist the customer to access service providers.

3.4.Minimise disruption to other customers and maintain their services.

3.5.Organise operational services to assist customer in crisis.

3.6.Involve key people in managing customer crisis and integrate their perspectives.

3.7.Provide explicit details of progress with and final confirmations of operational services to customer and other key people.

4. Evaluate and debrief customer crisis management.

4.1.Evaluate crisis management process to determine effectiveness of response.

4.2.Debrief and complete all reports.

4.3.Provide recommendations for improvements to future crisis management practices.

4.4.Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis.

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS 

DESCRIPTION 

Reading skills to:

• comprehend information and reports on customer crisis and service arrangements.

Writing skills to:

• document succinct action plans and accurate and complex crisis management reports.

Oral communication skills to:

• discuss details of customer crisis with key internal and external people.

Numeracy skills to:

• calculate immediate costs of service provision to the customer.

Learning skills to:

• research sources of assistance for the customer.

Problem-solving skills to:

• evaluate the severity of the impact of the crisis on the customer.

Initiative and enterprise skills to:

• provide sympathetic and sensitive support to the customer.

Self-management skills to:

• take responsibility for managing a customer in crisis.