Required skills

communication skills to

discuss and confirm service requirements with supervisors

provide customer information and listen to and interpret customer requests

literacy skills to read and comprehend procedures and work schedules

numeracy skills to

calculate time to complete operational tasks

service customers within expected timelines

planning and organising skills to follow work schedules to maximise efficiency and work within timelines

problemsolving skills to identify workplace problems and to refer to supervisors

selfmanagement skills to integrate all technical skills within the whole service period including preparation service and end of shift duties

teamwork skills to work cooperatively as part of a team

technology skills to use a variety of equipment for daytoday work activities

Required knowledge

roles and responsibilities of different service team members

organisational policies and procedures for

administrative reporting

hygiene health safety and security

customer service

complaint handling

full details of organisational products services facilities current promotions events and entertainment

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

integrate technical skills and provide effective hospitality service to customers for a minimum of complete service periods shifts

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

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

identify issues and problems such as workplace time constraints late arrivals noshows walkins refer to supervisors and participate in their resolution

identify issues and problems such as workplace time constraints, late arrivals, noshows, walkins, refer to supervisors and participate in their resolution

work cooperatively as part of the service team and take limited responsibility for the service process workflow and own work outcomes

integrate knowledge of relevant organisational policies and procedures

Context of and specific resources for assessment

Assessment must ensure use of

a fullyoperational hospitality environment with the fixtures large and small equipment and workplace documentation defined in the Assessment Guidelines this can be a

a fullyoperational hospitality environment with the fixtures, large and small equipment and workplace documentation defined in the Assessment Guidelines; this can be a:

real hospitality workplace

hospitality industry environment operated within a training organisation that services customers eg a training restaurant for the food and beverage context

industryrealistic ratios of service staff to customers

industryrealistic ratios of service staff to customers

products and services to be delivered to customers

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 providing integrated service according to established systems and procedures within an operational hospitality setting

evaluation of customer feedback about service including speed and timing

written or oral questions to assess knowledge of organisational products and services and 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

Since evidence must be completed across a minimum of complete service periods shifts an integrated approach to assessing these units with other technical units required for a qualification is possible and expected

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

SITHACS Provide housekeeping services to guests

SITHACS Prepare rooms for guests

SITHACS Provide porter services

SITHFAB Operate a bar

SITHFAB Serve food and beverage

SITHGAM Attend gaming machines

SITHGAM Operate a TAB outlet

SITXCCS Interact with customers

Organisational information may include:

Products and servicesmay include:

Information to customers may involve:

Operational tasks may include:

End of shift procedures may include:

Administration and reporting requirements may include: