Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to provide and coordinate hospitality service to customers. The unit integrates a range of well-developed key operational and organisational skills required by service staff in hospitality organisations providing a range of organisation products and services to multiple and diverse customers. The unit brings together the skills and knowledge covered in individual units and focuses on the way these must be applied in a hospitality setting to ensure a smooth work flow and quality customer service. It incorporates preparation, service and close-down of the work area, using a range of techniques, equipment and materials. It involves taking responsibility for own outputs, working as part of a team and taking limited responsibility for the work of others. State and territory licensing requirements may apply. |
Application of the Unit
Application of the unit |
This unit applies to a range of accommodation, catering and food and beverage services in various hospitality venues and settings such as hotels, restaurants, clubs, pubs, motels, gaming operations and catering outlets. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
Nil |
Employability Skills Information
Employability skills |
The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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1 |
Organise and prepare for service. |
1.1 |
Access appropriate workplace information in order to plan and organise tasks to be completed. |
1.2 |
Liaise with team members and other relevant people to confirm and inform others of service requirements. |
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1.3 |
Develop and follow a work plan or schedule to maximise efficiency, taking into consideration roles and responsibilities of other team members. |
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1.4 |
Prepare work area, equipment and supplies to meet service requirements according to established systems and procedures. |
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2 |
Provide service. |
2.1 |
Greet customers courteously and appropriately and determine their requirements for products and services. |
2.2 |
Offer information to customers on available products and services and assist them to make choices that meet individual needs, special requests or dietary or cultural requirements. |
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2.3 |
Proactively promote, up-sell and cross-sell products and services where appropriate according to organisation policy and procedures. |
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2.4 |
Use the organisation system and technology for reservations, ordering or stock control as appropriate. |
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2.5 |
Provide service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery. |
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2.6 |
Communicate effectively and work cooperatively as part of the team and according to established work plan. |
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2.7 |
Follow workplace safety and hygiene procedures according to organisation and legislative requirements. |
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2.8 |
Provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict. |
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2.9 |
Identify problems, determine possible solutions and take appropriate action to resolve the situation according to organisation procedures. |
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2.10 |
Complete end of service procedures and farewell customers according to job role and organisation procedures in a manner that will encourage them to return. |
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3 |
Close down after service. |
3.1 |
Clear, clean or dismantle work area according to organisation procedures, OHS requirements and environmental considerations . |
3.2 |
Complete administration and reporting requirements. |
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3.3 |
Review and evaluate products and services with colleagues, where appropriate, identifying possible improvements. |
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Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit:
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The following knowledge must be assessed as part of this unit:
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate competency |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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Methods of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Assessing employability skills |
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role. |
Range Statement
RANGE STATEMENT |
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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. |
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Workplace information includes: |
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End of service procedures include: |
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Environmental considerations include: |
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Unit Sector(s)
Sector |
Hospitality |
Competency field
Competency field |
Working in Industry |