Required skills

communication skills to

determine details of lost items using active listening and questioning techniques

discuss details of lost items in a sensitive manner

initiative and enterprise skills to recommend improvements to lost and found procedures

literacy skills to

read and interpret organisational lost and found procedures details within the register and claimant identification documents

write clear descriptions of lost and found items in the register and write simple reports

problemsolving skills to investigate and find lost items

Required knowledge

for lost and found items

organisational procedures

formats for and inclusions of reports

methods to succinctly and clearly record details

methods of investigating

location of storage facilities for found items

requirements for securing items

the layout of the property

formats for lost and found registers and required entries

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

communicate with the customer interpret details and provide efficient and courteous lost and found services on multiple occasions

record clear descriptions of lost and found items in the register and write simple reports

complete investigation of lost items within deadlines determined by the customer or the organisation

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated tourism hospitality or event industry environment where lost and found services are provided

secure storage for items

current commercial lost and found registers procedures and reporting documents

customers with whom the individual can interact

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 using role plays of the individual providing lost and found services

review of lost and found registers and reports completed by the individual

written or oral questioning to assess knowledge of

procedures

location of storage facilities

methods of investigating lost and found items

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

SITHACS Provide porter services

SITHACS Provide accommodation reception services

SITXCCS Provide club reception services

SITXCCS Provide service to customers

SITXCOM Show social and cultural sensitivity

Designated locations may include:

Details of lost and found items may include:

Communicationmay involve:

Lost and found reports may include: