This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

safe manual handling techniques for lifting storing and retrieving luggage

literacy skills to read documents such as luggage identification labels storage and security procedures reservation data and rooming lists

writing skills to complete documents such as delivery checklists storage tags storage forms and guest receipts

communication skills to communicate with guests from socially and culturally diverse environments

numeracy skills to count group or multiple luggage items and reconcile against any operational documentation such as reservation data and checklists

The following knowledge must be assessed as part of this unit

range of typical ancillary services offered by the accommodation venue

OHS procedures for the movement of heavy luggage

typical procedures and systems for the movement of luggage within commercial accommodation establishments

features of typical luggage storage systems within commercial accommodation establishments

relationships between the various departments within larger commercial accommodation establishments

key products and services offered within accommodation facilities and within the particular facility

luggage security procedures

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

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential

knowledge of the range of ancillary services offered by the accommodation venue

ability to provide courteous and friendly service to guests

ability to provide porterage services to meet multiple and different customer requests and to handle efficiently multiple and simultaneous requests for the movement of luggage

ability to handle luggage safely and use luggage storage systems on multiple occasions

delivery collection storage and retrieval of luggage within typical workplace time constraints that meet the deadlines determined by the customer and enterprise

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fully equipped industryrealistic accommodation environment using current equipment and technology for moving luggage

use of industrycurrent documentation for managing the movement and storage of luggage within an accommodation venue

interaction with others to demonstrate the interpersonal communication requirements of the unit

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to provide porter services The following examples are appropriate for this unit

direct observation of the candidate carrying and loading multiple pieces of luggage safely or answering customer requests

roleplay to assess ability to deal with differing customer queries requests or complaints

case studies to complete arrival or departure luggage processes and documentation for different customer scenarios

oral or written questions to assess knowledge of typical porterage procedures and systems

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SITXCCSB Provide visitor information

SITXCCS001B Provide visitor information

SITXCOMA Work with colleagues and customers

SITXCOM001A Work with colleagues and customers

SITXCOMA Communicate on the telephone

SITXCOM004A Communicate on the telephone.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Enterprise and room features within the establishment may include:

Enterprise procedures and security requirements for luggage may involve:

Ancillary services may include: