Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITHACS003A Mapping and Delivery Guide
Provide porter services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITHACS003A - Provide porter services
Description This unit describes the performance outcomes, skills and knowledge required to provide porter services within a commercial accommodation establishment. It requires the ability to check and plan for daily arrivals, assist guests with luggage and provide ancillary services for guests. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit has application to all types of hospitality venues where accommodation is provided. It applies to such venues as hotels, pubs, motels, bed and breakfast providers, lodges and farm stays of any style, grade or size and to enterprises operating seasonal temporary accommodation.Porter and ancillary services are associated with bell desk or concierge in a large commercial accommodation venue. Within small accommodation establishments, reception or other staff would carry out these services.Frontline customer service personnel who operate with some level of autonomy or under limited supervision and guidance from others are responsible for providing porter services. They would require considerable product knowledge of all aspects of the accommodation venue and could apply discretion and judgement within predefined organisational service procedures. Common job roles would include porter, bell desk attendant, concierge, front office receptionist, hotel receptionist and owner-operators of small tourism operations, e.g. bed and breakfast accommodation and farm stays.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Accommodation Services
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Handle guest arrivals and departures.
  • Review, note and plan for expected daily arrivals, special requests or major guest movements.
  • Welcome guests promptly on arrival and direct to the appropriate area for registration.
  • Assist guests with luggage according to enterprise procedures and safety requirements and using the appropriate moving equipment where required.
  • Escort guests to rooms, and courteously show and explain enterprise and room features to ensure maximum take-up of services and profitability of guest's stay.
       
Element: Handle guest luggage.
  • Collect, safely transport and deliver guest luggage to the correct location within appropriate timeframes and using the appropriate moving equipment where required.
  • Operate luggage storage system according to enterprise procedures and security requirements.
  • Mark and store luggage accurately to allow for easy retrieval.
  • Place luggage within the storage system.
  • Track any lost luggage within the venue and take all steps to locate and deliver to the guest or correct location.
       
Element: Respond to request for ancillary services.
  • Provide ancillary services promptly and according to enterprise, security and safety requirements.
  • Liaise with colleagues in other departments where appropriate to ensure effective response to service requests.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 Training Package.

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential:

knowledge of the range of ancillary services offered by the accommodation venue

ability to provide courteous and friendly service to guests

ability to provide porterage services to meet multiple and different customer requests and to handle efficiently multiple and simultaneous requests for the movement of luggage

ability to handle luggage safely and use luggage storage systems on multiple occasions

delivery, collection, storage and retrieval of luggage within typical workplace time constraints that meet the deadlines determined by the customer and enterprise.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped industry-realistic accommodation environment using current equipment and technology for moving luggage

use of industry-current documentation for managing the movement and storage of luggage within an accommodation venue

interaction with others to demonstrate the interpersonal communication requirements of the unit.

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to provide porter services. The following examples are appropriate for this unit:

direct observation of the candidate carrying and loading multiple pieces of luggage safely or answering customer requests

role-play to assess ability to deal with differing customer queries, requests or complaints

case studies to complete arrival or departure luggage processes and documentation for different customer scenarios

oral or written questions to assess knowledge of typical porterage procedures and systems

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITXCCS001B Provide visitor information

SITXCOM001A Work with colleagues and customers

SITXCOM004A Communicate on the telephone.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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:

safe manual handling techniques for lifting, storing and retrieving luggage

literacy skills to read documents such as luggage identification labels, storage and security procedures, reservation data and rooming lists

writing skills to complete documents such as delivery checklists, storage tags, storage forms and guest receipts

communication skills to communicate with guests from socially and culturally diverse environments

numeracy skills to count group or multiple luggage items and reconcile against any operational documentation such as reservation data and checklists.

The following knowledge must be assessed as part of this unit:

range of typical ancillary services offered by the accommodation venue

OHS procedures for the movement of heavy luggage

typical procedures and systems for the movement of luggage within commercial accommodation establishments

features of typical luggage storage systems within commercial accommodation establishments

relationships between the various departments within larger commercial accommodation establishments

key products and services offered within accommodation facilities and within the particular facility.

luggage security procedures.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Enterprise and room features within the establishment may include:

dining options

sporting facilities

floor facilities

operating procedures for room equipment, such as telephone or television

general services, such as laundry and valet

meal arrangements.

Enterprise procedures and security requirements for luggage may involve:

luggage marking systems

amount of luggage to be placed on trolleys or taken into lifts

procedures or designated routes for moving luggage through public areas

restrictions on areas into which luggage can be taken

order in which luggage is to be moved

procedures for dealing with heavy items

lifting and bending procedures

procedures for taking luggage from rooms

placement of luggage within rooms

group luggage procedures.

Ancillary services may include:

mail

wake-up calls

messages

organising transport

luggage pick up

paging guests

preparing guest information directories.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Review, note and plan for expected daily arrivals, special requests or major guest movements. 
Welcome guests promptly on arrival and direct to the appropriate area for registration. 
Assist guests with luggage according to enterprise procedures and safety requirements and using the appropriate moving equipment where required. 
Escort guests to rooms, and courteously show and explain enterprise and room features to ensure maximum take-up of services and profitability of guest's stay. 
Collect, safely transport and deliver guest luggage to the correct location within appropriate timeframes and using the appropriate moving equipment where required. 
Operate luggage storage system according to enterprise procedures and security requirements. 
Mark and store luggage accurately to allow for easy retrieval. 
Place luggage within the storage system. 
Track any lost luggage within the venue and take all steps to locate and deliver to the guest or correct location. 
Provide ancillary services promptly and according to enterprise, security and safety requirements. 
Liaise with colleagues in other departments where appropriate to ensure effective response to service requests. 

Forms

Assessment Cover Sheet

SITHACS003A - Provide porter services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITHACS003A - Provide porter services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: