Required skills

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

interact with customers and team members in a polite and friendly manner

determine customer preferences and provide food and beverage service tailored to the customers requirements

critical thinking skills to evaluate the placement of furniture and organise it for optimum service efficiency

literacy skills to

read and comprehend food and beverage menus and organisational procedures

record customer orders and write clear and precise notes on special requests

numeracy skills to calculate customer accounts

planning and organising skills to select and prepare equipment and set up the dining area in advance of the service period

problemsolving skills to recognise any delays in food service and rectify to the customers satisfaction

teamwork skills to provide operational information to colleagues

technology skills to use organisational ordering systems and equipment

Required knowledge

for food and beverage outlets and the organisation in particular features of

work flow structure for food and beverage service

ordering systems and procedures

workflow between kitchen and front of house areas

service procedures

end of shift procedures

techniques for

carrying and placing plates containing meals

clearing and carrying multiple used plates and other serviceware

key features of food and beverage items on the menus

correct and environmentally sound disposal methods for food and beverage waste including recyclable glass and plastic bottles and containers

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

prepare for and provide effective food and beverage service for multiple service periods

interact with and positively respond to the diverse demands and requests of multiple customers

work with speed and efficiency to deal with numerous service and operational tasks simultaneously

integrate knowledge of

set up service and end of shift procedures

ordering systems and procedures

key features of food and beverage items on menus

Context of and specific resources for assessment

Assessment must ensure use of

an operational food and beverage outlet with the fixtures large and small equipment and workplace documentation defined in the Assessment Guidelines this may be a

real industry workplace

simulated industry environment such as a training food and beverage outlet servicing customers

industryrealistic ratios of service staff to customers

industryrealistic ratios of service staff to customers

kitchen staff with whom the individual can interact

commercial food and beverage menus currently used by the hospitality industry

freshly prepared meals to be served

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 preparing for service providing service to customers and closing down after service

direct observation of the individual undertaking specific tasks such as taking and processing orders serving food and drink items or clearing tables

written or oral questioning to assess knowledge of

set up service and end of shift procedures

ordering systems and procedures

key features of food and beverage items on the menus

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

SITHFAB Prepare and serve nonalcoholic beverages

SITHFAB203 Prepare and serve nonalcoholic beverages

SITXCCS Interact with customers

SITXFIN Process financial transactions

SITXWHS Participate in safe work practices

Menu may include:

Style of servicemay include:

Service period may include:

Environment may include:

Equipment may include:

Information provided to customers may relate to:

Ordering system may be:

Process accounts may involve:

End of shift procedures may include: