Assessor Resource

SITHIND003
Use hospitality skills effectively

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to provide effective hospitality service to customers during service periods.

It requires the ability to integrate a range of individual technical skills while dealing with numerous sales, service or operational tasks simultaneously to meet the needs of multiple and diverse customers. It incorporates preparation, service and end of service tasks.

The unit applies to individuals working in a range of different departments such as accommodation services, food and beverage, gaming operations and housekeeping, in various hospitality industry settings, including bars, hotels, cafes, restaurants, clubs, pubs and motels.

It applies to frontline operational service personnel who deal directly with customers on a daily basis. They work with very little independence and under close supervision, applying little discretion and judgement as they follow predefined organisational procedures and report discrepancies to a higher level staff member for action.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

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. Prepare for service.

1.1.Plan and organise tasks from organisational information.

1.2.Discuss and confirm service requirements with supervisors as required.

1.3.Prepare work area, equipment and supplies according to procedures to meet service requirements.

2. Provide service.

2.1.Greet customers courteously and determine their requirements for products and services.

2.2.Offer relevant customer information and promote products and services according to organisational procedures.

2.3.Interact with customers using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

2.4.Resolve routine customer problems within scope of own responsibility and according to organisational policy.

3. Complete operational tasks.

3.1.Follow work schedules and work cooperatively as part of a team to maximise efficiency.

3.2.Follow workplace safety and hygiene procedures.

3.3.Maintain cleanliness and tidiness of work areas.

3.4.Use organisational procedures and technology to complete operational tasks.

3.5.Identify problems and report operational issues as they arise.

4. Complete end of shift duties.

4.1.Follow end of shift procedures.

4.2.Complete administration and reporting requirements.

4.3.Provide customer feedback to relevant supervisors or managers.

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.

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.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for service.

1.1.Plan and organise tasks from organisational information.

1.2.Discuss and confirm service requirements with supervisors as required.

1.3.Prepare work area, equipment and supplies according to procedures to meet service requirements.

2. Provide service.

2.1.Greet customers courteously and determine their requirements for products and services.

2.2.Offer relevant customer information and promote products and services according to organisational procedures.

2.3.Interact with customers using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

2.4.Resolve routine customer problems within scope of own responsibility and according to organisational policy.

3. Complete operational tasks.

3.1.Follow work schedules and work cooperatively as part of a team to maximise efficiency.

3.2.Follow workplace safety and hygiene procedures.

3.3.Maintain cleanliness and tidiness of work areas.

3.4.Use organisational procedures and technology to complete operational tasks.

3.5.Identify problems and report operational issues as they arise.

4. Complete end of shift duties.

4.1.Follow end of shift procedures.

4.2.Complete administration and reporting requirements.

4.3.Provide customer feedback to relevant supervisors or managers.

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.

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.

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.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Plan and organise tasks from organisational information. 
Discuss and confirm service requirements with supervisors as required. 
Prepare work area, equipment and supplies according to procedures to meet service requirements. 
Greet customers courteously and determine their requirements for products and services. 
Offer relevant customer information and promote products and services according to organisational procedures. 
Interact with customers using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery. 
Resolve routine customer problems within scope of own responsibility and according to organisational policy. 
Follow work schedules and work cooperatively as part of a team to maximise efficiency. 
Follow workplace safety and hygiene procedures. 
Maintain cleanliness and tidiness of work areas. 
Use organisational procedures and technology to complete operational tasks. 
Identify problems and report operational issues as they arise. 
Follow end of shift procedures. 
Complete administration and reporting requirements. 
Provide customer feedback to relevant supervisors or managers. 

Forms

Assessment Cover Sheet

SITHIND003 - Use hospitality skills effectively
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

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Assessor name:

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Assessment Record Sheet

SITHIND003 - Use hospitality skills effectively

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

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