Unit of competency details

Version 

Comments 

1.0

E

Replaces and is equivalent to SITHFAB008A Provide room service.

Re-worked Elements, Performance Criteria, Required Skills and Knowledge to more fully articulate content.

This unit must be assessed after the following prerequisite unit:

SITXFSA101

Use hygienic practices for food safety

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Take and process room service orders.

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

1.2 Check guest names and use them throughout the interaction.

1.3 Provide information , record room service orders 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 Prepare general room service equipment  for use.

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

2.3 Select service equipment and check for cleanliness and damage.

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

2.5 Check trays 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 service standards.

3.2 Consult guests about their preferences for placement of meals.

3.3 Explain the meal and place meals 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.

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills including active listening and open and closed probe questioning to:

• interact with guests in a polite and friendly manner
• determine guest preferences and offer suitable products
• provide clear and accurate information tailored to the guest

• initiative and enterprise skills to upsell room service items
• literacy skills to:

• read and comprehend room service menus and price lists
• write clear room service orders and billing information

• numeracy skills to:

• calculate the cost of room service orders
• calculate the number of room service orders for a meal service period and determine the number of trolleys for set up

• planning and organising skills to sequence the preparation and delivery of room service meals to efficiently serve guests
• problem-solving skills to identify deficiencies in room service items and correct before delivery
• self-management skills to manage own speed, timing and productivity
• teamwork skills to work with kitchen and accounting staff to organise cooking and billing of room service items
• technology skills to use the in-house telephone systems, kitchen ordering and billing system.

Required knowledge 

• organisational standards for room service
• ordering and service procedures for processing and delivering room service items
• room locations within the establishment
• product knowledge of the room service menu and beverage list.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the ability to:

• process diverse room service orders to meet the requirements of multiple and diverse guest requests
• provide room service for multiple service periods
• work with speed and efficiency to process and deliver room service orders
• integrate knowledge of:

• customer service standards for room service
• ordering and service procedures for room service
• product knowledge of the menu and beverage list.

Context of and specific resources for assessment 

Assessment must ensure use of:

• a hospitality accommodation business for which room service is provided with the specific equipment for providing room service as defined in the Assessment Guidelines; this may be a:

• real industry workplace
• simulated industry environment such as a training hotel servicing guests

• industry-realistic ratios of service staff to guests
• meals to be delivered to guest rooms.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

• direct observation of the individual taking a room service order, preparing a room service tray and providing room service
• written or oral questioning to assess knowledge of menu items, hotel room location and layout, customer service standards and room service procedures
• review of portfolios of evidence and third-party workplace reports of on-the-job performance by the individual.

Guidance information for assessment 

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

• BSBWOR203B Work effectively with others
• SITXCCS202 Interact with customers
• SITXWHS101 Participate in safe work practices.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information  provided to guests may include:

• costs
• description of meal or food and beverage items
• menu choices and options
• name of service person and department.

Room service equipment  may include:

• coffee plunger
• cutlery, crockery and glassware
• linen
• promotional materials
• serving trays and lids
• tea and coffee pots
• toasters
• trolleys
• warming equipment:

• heated plates
• hot serving utensils.