Unit of competency
Modification History
Not applicable.
Application
This unit describes the performance outcomes, skills and knowledge required to provide room service in accommodation establishments. It requires the ability to take orders, set up room service trolleys, deliver meals, process accounts and clear used meal service items.
The unit applies to all hospitality organisations where room service is provided, including hotels, motels and bed and breakfasts.
It applies to kitchen staff and operational food and beverage attendants who work with very little independence and under the guidance of others. It can also apply to front office personnel.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Pre-requisite Unit
SITXFSA001 Use hygienic practices for food safety
Competency Field
Food and Beverage
Unit Sector
Hospitality
Elements and Performance Criteria
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
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 |
DESCRIPTION |
Reading skills to: |
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Writing skills to: |
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Oral communication skills to: |
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Numeracy skills to: |
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Initiative and enterprise skills to: |
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Teamwork skills to: |
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Technology skills to: |
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Unit Mapping Information
SITHFAB205 Provide room service
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694
Modification History
Not applicable.
Application
This unit describes the performance outcomes, skills and knowledge required to identify the ramifications of a crisis on a customer and to respond with assistance and support. It requires the ability to identify and interpret information relevant to the crisis, provide customer crisis care, and organise operational services to assist the customer in crisis.
The crisis would be significant and could involve the death, injury, illness or psychological trauma of a customer. It does not cover more operational circumstances, such as the loss of travel documents, passports and money.
This unit applies to individuals who operate independently or with limited guidance from others. This includes senior tour coordinators, senior travel consultants, hotel duty managers, guides, and tour managers who are able to use significant discretion and judgement to respond to customer crises.
The unit applies to all tourism, travel, hospitality and event sectors. It has particular application to accommodation providers, tour operators, travel agencies and inbound tour operators.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Pre-requisite Unit
Nil
Competency Field
Crisis Management
Unit Sector
Cross-Sector
Elements and Performance Criteria
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
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 |
DESCRIPTION |
Reading skills to: |
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Writing skills to: |
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Oral communication skills to: |
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Numeracy skills to: |
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Learning skills to: |
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Problem-solving skills to: |
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Initiative and enterprise skills to: |
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Self-management skills to: |
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Unit Mapping Information
SITXCRI401 Respond to a customer in crisis
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694