Unit of competency details
SITHACS005 - Provide porter services (Release 1)
Summary
Usage recommendation:
Superseded
Releases:
| 1 1 (this release) |
03/Mar/2016 |
Companion volumes:
Unit of competency
Assessment requirements
Training packages that include this unit
Qualifications that include this unit
Classifications
Classification history
| ASCED Module/Unit of Competency Field of Education Identifier | 110101 | Hospitality | 09/Aug/2016 | |
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Unit of competency
Modification History
Not applicable.
Application
This unit describes the performance outcomes, skills and knowledge required to provide porter services in commercial accommodation establishments. It requires the ability to check and plan for daily arrivals, assist guests with luggage, and provide ancillary services for guests.
The unit applies to frontline service personnel in commercial accommodation venues. Porter services are usually associated with dedicated bell desk or concierge roles in larger venues. In smaller venues, reception or other staff provide these services. People working under supervision undertake this function, though the unit may also be relevant to owner-operators of small businesses.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Pre-requisite Unit
Nil
Competency Field
Accommodation Services
Unit Sector
Hospitality
Elements and Performance Criteria
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ELEMENTS
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PERFORMANCE CRITERIA
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Elements describe the essential outcomes.
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Performance criteria describe the performance needed to demonstrate achievement of the element.
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1. Handle guest arrivals and departures.
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1.1.Review and plan for expected daily arrivals, special requests or major guest movements.
1.2.Welcome guests and direct to registration area.
1.3.Escort guests to rooms, and explain and promote organisation and room features .
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2. Handle guest luggage.
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2.1.Assist guests with luggage and luggage storage according to organisational procedures and security requirements.
2.2.Safely transport and deliver guest luggage to correct locations within appropriate timeframes using safe manual handling techniques and moving equipment as required.
2.3.Track lost luggage within the venue and take steps to locate and deliver to guest or correct location.
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3. Respond to requests for ancillary services.
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3.1.Provide ancillary services according to organisational procedures.
3.2.Liaise with colleagues in other departments where appropriate to ensure effective response to service requests.
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Foundation Skills
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Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
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SKILLS
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DESCRIPTION
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Reading skills to:
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- luggage identification labels
- storage and security procedures
- reservation data and rooming lists.
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Oral communication skills to:
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- explain organisation and room features to guests
- interact with guests from socially and culturally diverse environments.
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Numeracy skills to:
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- count multiple luggage items and reconcile against operational documentation.
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Planning and organising skills to:
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- move and store luggage in a logical and efficient way.
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Range of Conditions
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Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
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Organisation and room features must include:
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- dining
- floor facilities
- laundry
- sporting
- valet
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Unit Mapping Information
SITHACS204 Provide porter services
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694
Assessment requirements
Modification History
Not applicable.
Performance Evidence
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
- safely move and store each of the following for six different guests or groups of guests:
- individual luggage
- group luggage
- safely move guest luggage in each of the following operational situations:
- take luggage to registration area on guest arrival
- take guest luggage to room on registration
- collect guest luggage from room on departure
- interpret requirements for above services from systems or documentation and plan accordingly
- provide above services within typical workplace time constraints
- interact positively with at least six guests during above services, providing clear and accurate information on:
- luggage services
- ancillary services.
Knowledge Evidence
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
- procedures and systems for moving and storing luggage in commercial accommodation establishments:
- luggage marking system
- placement in-rooms and in storage facilities
- group luggage
- on guest arrival and guest departure
- order in which luggage should be moved
- routes for moving luggage through public areas
- security considerations
- amount of luggage to be placed on trolleys or taken into lifts
- restrictions on areas into which luggage can be taken
- safe manual handling techniques when moving luggage:
- carrying
- lifting
- moving
- pulling
- pushing
- hygiene responsibilities of porting staff and porting practices that minimise hygiene risks
- relationships between porting services and other areas of work in commercial accommodation establishments and their impact on porting activities
- range of information typically provided by those completing the porting function regarding:
- venue facilities
- room facilities
- ancillary services:
- mail
- messages
- organising transport
- paging guests
- preparing guest information directories
- wake-up calls.
Assessment Conditions
Skills must be demonstrated in an operational commercial accommodation environment. This can be:
- an industry workplace
- a simulated industry environment.
Assessment must ensure access to:
- luggage and luggage moving equipment
- industry-realistic systems or documentation for managing the movement and storage of luggage in an accommodation venue
- guests with whom the individual can interact; these can be:
- guests in an industry workplace who are assisted by the individual during the assessment process; or
- individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:
- have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694
