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

planning and organising work according to organisation procedures including collecting information and resources and working within and setting timelines

integration and application of service skills including preparation service procedures close down and customer relations

working cooperatively as part of a team and providing advice and support as required

using safe and hygienic work practices in relation to provision of hospitality products and services according to organisation and legislative requirements

communication skills to liaise with other team members clarify requirements provide information and listen to and interpret information and nonverbal communication

numeracy skills to calculate andor estimate bills stock requirements and required ingredients materials or equipment

The following knowledge must be assessed as part of this unit

relevant legislative and regulatory requirements related to hygiene health safety security and provision of hospitality products and services

current knowledge of all main products and services offered by the organisation

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 TrainingPackage

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential

collection of direct indirect and supplementary evidence showing provision of integrated service for a minimum of complete service periods shifts to ensure integration of skills and consistency of performance in different circumstances

ability to multitask and respond to multiple demands and requests of a number of customers with varying requirements

ability to deal with typical issues such as workplace time constraints late arrivals noshows walkins and other problems

ability to meet greet and interact positively with multiple and diverse customers throughout the hospitality experience

ability to maintain the cleanliness and tidiness of work areas including dealing with disposables and recyclables

ability to participate in the service process and work flow as part of a team and take responsibility for own work and quality of outcomes

compliance with relevant legislative and regulatory requirements including OHS requirements

demonstrated health and safety practices

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fullyoperational hospitality environment including industrycurrent equipment and actual products and services as described in the Assessment Guidelines

presence of industryrealistic conditions such as commercial ratios of customers to staff

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

training record book used as part of traineeship arrangements

direct observation of the candidate providing integrated service according to established systems and procedures within a commercial hospitality setting

evaluation of customer feedback about service including speed and timing

written or oral questions to test knowledge about service techniques equipment and OHS requirements

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

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

Workplace information may include:

End of service procedures include:

Environmental considerations include:

Administrative and reporting requirements may include: