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

ordering and service procedures for processing and delivering room service items

customer service skills for upselling and interacting tactfully and appropriately with guests

safe work practices and hygiene issues in relation to delivery of items for room service

problemsolving skills to deal with a guest complaint

numeracy skills to check guest account and calculate change

The following knowledge must be assessed as part of this unit

room locations within the establishment

product knowledge of the menu and wine list

structures and procedures for work flow within a food and beverage or room service location

relevant legislation relating to OHS and food hygiene

requirements of the relevant state or territory Liquor Act in relation to service of alcohol please note that this should be covered by completion of SITHFABA Provide responsible service of alcohol

requirements of the relevant state or territory Liquor Act in relation to service of alcohol (please note that this should be covered by completion of SITHFAB009A Provide responsible service of alcohol).

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

ability to set up and serve a variety of room service orders according to enterprise needs and within typical timeframes for the preparation and service of meals

ability to follow established legislative and enterprise procedures in the handling of food and beverages

Context of and specific resources for assessment

Assessment must ensure

access to fully equipped food and beverage service area and guest rooms that include industrycurrent equipment and actual meals and food items

access to specific equipment for room service including

trolleys and trays

crockery and lids

cutlery

glassware

order books and documentation or electronic ordering system

industryrealistic conditions such as typical ratios of room service staff to guest orders

Methods 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 candidate taking a room service order preparing a room service tray and providing room service

written or oral questions to test knowledge of menu items hotel room location and layout enterprise tray layout and telephone protocol

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

SITHFABA Provide responsible service of alcohol

SITHFAB009A Provide responsible service of alcohol.

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

Information provided to guests may include:

Room service equipment may include:

Typical set-up for room service trays and trolleys may include:

Range of meals must include: