Required skills

communication skills to

explain venue and room features to guests

interact with guests from socially and culturally diverse environments

literacy skills to

read luggage identification labels storage and security procedures

read reservation data and rooming lists

complete storage tags storage forms and guest receipts

numeracy skills to count multiple luggage items and reconcile against operational documentation

planning and organising skills to move and store luggage in a logical and efficient way

teamwork skills to work cooperatively with others

Required knowledge

procedures and systems for the luggage movement and storage in commercial accommodation establishments

marking

placement in rooms and storage facilities

group luggage

movement of luggage on guest departure

order in which luggage is moved

routes

security

safe manual handling techniques

carrying

lifting

moving

pulling

pushing

hygiene procedures and requirements

hygiene responsibilities of portering staff

hygiene hazards when handling luggage including potential food contamination and transmission of airborne illnesses

portering practices that minimise hygiene risks

relationships between portering services and other areas of work in commercial accommodation establishments and the impacts on portering

activities

range of information and services typically provided by those completing the portering function including

venue facilities

room facilities

other services

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

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

interpret portering requirements from systems or documentation and plan accordingly

follow procedures for the safe movement and storage of luggage

move and store multiple luggage items to meet varying operational and service needs within

typical workplace time constraints

interact positively with customers and provide clear and accurate information

Context of and specific resources for assessment

Assessment must ensure use of

an operational accommodation environment this can be a

real industry workplace

simulated industry environment such as a training hotel

luggage and luggage moving equipment

industryrealistic systems or documentation for managing the movement and storage of luggage

in an accommodation venue

other people with whom the individual can interact

Method of assessment

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

direct observation of the individual carrying and loading luggage safely or answering customer

requests

use of roleplays to assess ability to deal with differing customer queries requests or

use of roleplays to assess ability to deal with differing customer queries, requests or

complaints

use of case studies to complete arrival or departure luggage processes and documentation for

different customer scenarios

oral or written questioning to assess knowledge of typical portering procedures and systems

review of portfolios of evidence and thirdparty workplace reports

review of portfolios of evidence and thirdparty workplace reports

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector workplace and job role for example

BSBCMMA Communicate in the workplace

BSBCMM201A Communicate in the workplace

SITXCCS Provide visitor information

SITXCCS Interact with customers

Organisation and room features in the establishment may include:

Organisational procedures and security requirements for luggage may relate to:

Hygiene hazardsmay include:

Ancillary services may include: