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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Prepare for service.
   • Plan and organise tasks from organisational information.
   • Discuss and confirm service requirements with supervisors as required.
   • Prepare work area, equipment and supplies according to procedures to meet service requirements.
2. Provide service.
   • Greet customers courteously and determine their requirements for products and services.
   • Offer relevant customer information and promote products and services according to organisational procedures.
   • Interact with customers using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
   • Resolve routine customer problems within scope of own responsibility and according to organisational policy.
3. Complete operational tasks.
   • Follow work schedules and work cooperatively as part of a team to maximise efficiency.
   • Follow workplace safety and hygiene procedures.
   • Maintain cleanliness and tidiness of work areas.
   • Use organisational procedures and technology to complete operational tasks.
   • Identify problems and report operational issues as they arise.
4. Complete end of shift duties.
   • Follow end of shift procedures.
   • Complete administration and reporting requirements.
   • Provide customer feedback to relevant supervisors or managers.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

integrate technical skills and provide hospitality service to customers for a minimum of 12 complete service periods (shifts) that individually or in combination involve:

interacting with and positively responding to diverse demands and requests of multiple customers throughout the service periods

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

identifying issues and problems, referring to supervisor when appropriate, and participating in their resolution

working cooperatively as part of a service team, and taking limited responsibility for the service process, workflow and own work outcomes.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic organisational information:

availability of products, services and specials

menus and beverage lists

current promotions, events and entertainment

details of expected business, customer requirements and scheduling

event or function running sheets

job role and tasks to be performed

local area and venue facilities

policies and procedures

staff rosters

verbal or written advice affecting job performance and service requirements

information relevant to customers:

current promotions, events and entertainment

customer loyalty programs

food menu options and specials

gaming facilities

hotel facilities:

gymnasiums and health facilities

in-room services

laundry services

room service

local area and venue facilities

lost and found services

membership benefits

prices of products and services

prize nights and special events

product knowledge of food, alcoholic and non-alcoholic beverages

raffles

wine and cocktail drink list choices and specials

common operational tasks:

communicating orders to the kitchen

ordering stock

preparing rooms for guests

processing financial transactions

providing porting services

selling and preparing drinks

selling gaming tickets

serving food and beverage

taking orders

end of shift procedures:

cleaning work areas and equipment

debriefing session and quality service reviews

preparing for the next service period

restocking

safely storing products, equipment and materials

roles and responsibilities of service team members

organisational policies and procedures for:

administration and reporting relating to:

completing financial transactions

completing work plans and schedules

handover

hygiene, health, safety and security:

completing incident, work health and safety (WHS) and maintenance reports

customer service

complaint handling.

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