List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Handle guest arrivals and departures. | 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 androom features. |
2. Handle guest luggage. | 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. |
3. Respond to requests for ancillary services. | 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. |
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.
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.
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.