Assessor Resource
SITXCCS303
Provide service to customers
Assessment tool
Version 1.0
Issue Date: May 2024
This unit applies to all tourism, hospitality and event sectors.
It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. They work in reception areas, in an office, backofhouse and on tour or on site. This includes food and beverage attendants, concierge staff, guides, front office personnel, tour coordinators, event coordinators and retail travel consultants.
This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations and respond to complaints.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)