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Elements and Performance Criteria

1. Handle guest arrivals and departures.
   • Review and plan for expected daily arrivals, special requests or major guest movements.
   • Welcome guests and direct to registration area.
   • Escort guests to rooms, and explain and promote organisation androom features.
2. Handle guest luggage.
   • Assist guests with luggage and luggage storage according to organisational procedures and security requirements.
   • Safely transport and deliver guest luggage to correct locations within appropriate timeframes using safe manual handling techniques and moving equipment as required.
   • 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.
   • Provide ancillary services according to organisational procedures.
   • Liaise with colleagues in other departments where appropriate to ensure effective response to service requests.

Range Statement

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment.
Organisation and roomfeatures must include:	facilities: dining floor facilities laundry sporting valet operating procedures: room equipment.

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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:

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.

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Knowledge Evidence

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.

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