Assessment Requirements for SITHIND003 Use hospitality skills effectively

Release: 1

Assessment Requirements for SITHIND003 Use hospitality skills effectively

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:

integrate technical skills and provide hospitality service to customers for a minimum of 12 complete service periods (shifts) that individually or in combination involve:

interacting with and positively responding to diverse demands and requests of multiple customers throughout the service periods

working with speed and efficiency to deal with numerous service and operational tasks simultaneously

identifying issues and problems, referring to supervisor when appropriate, and participating in their resolution

working cooperatively as part of a service team, and taking limited responsibility for the service process, workflow and own work outcomes.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic organisational information:

availability of products, services and specials

menus and beverage lists

current promotions, events and entertainment

details of expected business, customer requirements and scheduling

event or function running sheets

job role and tasks to be performed

local area and venue facilities

policies and procedures

staff rosters

verbal or written advice affecting job performance and service requirements

information relevant to customers:

current promotions, events and entertainment

customer loyalty programs

food menu options and specials

gaming facilities

hotel facilities:

gymnasiums and health facilities

in-room services

laundry services

room service

local area and venue facilities

lost and found services

membership benefits

prices of products and services

prize nights and special events

product knowledge of food, alcoholic and non-alcoholic beverages

raffles

wine and cocktail drink list choices and specials

common operational tasks:

communicating orders to the kitchen

ordering stock

preparing rooms for guests

processing financial transactions

providing porting services

selling and preparing drinks

selling gaming tickets

serving food and beverage

taking orders

end of shift procedures:

cleaning work areas and equipment

debriefing session and quality service reviews

preparing for the next service period

restocking

safely storing products, equipment and materials

roles and responsibilities of service team members

organisational policies and procedures for:

administration and reporting relating to:

completing financial transactions

completing work plans and schedules

handover

hygiene, health, safety and security:

completing incident, work health and safety (WHS) and maintenance reports

customer service

complaint handling.

Assessment Conditions

Skills must be demonstrated in an operational hospitality environment. This can be:

an industry workplace

a simulated industry environment, such as training in a:

restaurant/cafe environment

accommodation services environment

housekeeping environment

gaming operations environment.

Assessment must ensure access to:

industry realistic ratios of service staff to customers

products and services to be delivered to customers.

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