Required skills

communication skills including active listening and open and closed probe questioning to

interact with guests in a polite and friendly manner

determine guest preferences and offer suitable products

provide clear and accurate information tailored to the guest

initiative and enterprise skills to upsell room service items

literacy skills to

read and comprehend room service menus and price lists

write clear room service orders and billing information

numeracy skills to

calculate the cost of room service orders

calculate the number of room service orders for a meal service period and determine the number of trolleys for set up

planning and organising skills to sequence the preparation and delivery of room service meals to efficiently serve guests

problemsolving skills to identify deficiencies in room service items and correct before delivery

selfmanagement skills to manage own speed timing and productivity

teamwork skills to work with kitchen and accounting staff to organise cooking and billing of room service items

technology skills to use the inhouse telephone systems kitchen ordering and billing system

Required knowledge

organisational standards for room service

ordering and service procedures for processing and delivering room service items

room locations within the establishment

product knowledge of the room service menu and beverage list

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

process diverse room service orders to meet the requirements of multiple and diverse guest requests

provide room service for multiple service periods

work with speed and efficiency to process and deliver room service orders

integrate knowledge of

customer service standards for room service

ordering and service procedures for room service

product knowledge of the menu and beverage list

Context of and specific resources for assessment

Assessment must ensure use of

a hospitality accommodation business for which room service is provided with the specific equipment for providing room service as defined in the Assessment Guidelines this may be a

real industry workplace

simulated industry environment such as a training hotel servicing guests

industryrealistic ratios of service staff to guests

industryrealistic ratios of service staff to guests

meals to be delivered to guest rooms

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

written or oral questioning to assess knowledge of menu items hotel room location and layout customer service standards and room service procedures

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

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

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

BSBWORB Work effectively with others

BSBWOR203B Work effectively with others

SITXCCS Interact with customers

SITXWHS Participate in safe work practices

Information provided to guests may include:

Room service equipment may include: