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

SITHACS005 Mapping and Delivery Guide
Provide porter services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SITHACS005 - Provide porter services
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to provide porter services in commercial accommodation establishments. It requires the ability to check and plan for daily arrivals, assist guests with luggage, and provide ancillary services for guests. The unit applies to frontline service personnel in commercial accommodation venues. Porter services are usually associated with dedicated bell desk or concierge roles in larger venues. In smaller venues, reception or other staff provide these services. People working under supervision undertake this function, though the unit may also be relevant to owner-operators of small businesses.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in an operational commercial accommodation environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

luggage and luggage moving equipment

industry-realistic systems or documentation for managing the movement and storage of luggage in an accommodation venue

guests with whom the individual can interact; these can be:

guests in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.

Prerequisites/co-requisites
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 and plan for expected daily arrivals, special requests or major guest movements.
  • Welcome guests and direct to registration area.
  • Escort guests to rooms, and explain and promote organisation androom features.
       
Element: Handle guest luggage.
  • Assist guests with luggage and luggage storage according to organisational procedures and security requirements.
  • Safely transport and deliver guest luggage to correct locations within appropriate timeframes using safe manual handling techniques and moving equipment as required.
  • Track lost luggage within the venue and take steps to locate and deliver to guest or correct location.
       
Element: Respond to requests for ancillary services.
  • Provide ancillary services according to organisational procedures.
  • 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Handle guest arrivals and departures.

1.1.Review and plan for expected daily arrivals, special requests or major guest movements.

1.2.Welcome guests and direct to registration area.

1.3.Escort guests to rooms, and explain and promote organisation androom features.

2. Handle guest luggage.

2.1.Assist guests with luggage and luggage storage according to organisational procedures and security requirements.

2.2.Safely transport and deliver guest luggage to correct locations within appropriate timeframes using safe manual handling techniques and moving equipment as required.

2.3.Track lost luggage within the venue and take steps to locate and deliver to guest or correct location.

3. Respond to requests for ancillary services.

3.1.Provide ancillary services according to organisational procedures.

3.2.Liaise with colleagues in other departments where appropriate to ensure effective response to service requests.

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

safely move and store each of the following for six different guests or groups of guests:

individual luggage

group luggage

safely move guest luggage in each of the following operational situations:

take luggage to registration area on guest arrival

take guest luggage to room on registration

collect guest luggage from room on departure

interpret requirements for above services from systems or documentation and plan accordingly

provide above services within typical workplace time constraints

interact positively with at least six guests during above services, providing clear and accurate information on:

luggage services

ancillary services.

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

procedures and systems for moving and storing luggage in commercial accommodation establishments:

luggage marking system

placement in-rooms and in storage facilities

group luggage

on guest arrival and guest departure

order in which luggage should be moved

routes for moving luggage through public areas

security considerations

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

restrictions on areas into which luggage can be taken

safe manual handling techniques when moving luggage:

carrying

lifting

moving

pulling

pushing

hygiene responsibilities of porting staff and porting practices that minimise hygiene risks

relationships between porting services and other areas of work in commercial accommodation establishments and their impact on porting activities

range of information typically provided by those completing the porting function regarding:

venue facilities

room facilities

ancillary services:

mail

messages

organising transport

paging guests

preparing guest information directories

wake-up calls.


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Handle guest arrivals and departures.

1.1.Review and plan for expected daily arrivals, special requests or major guest movements.

1.2.Welcome guests and direct to registration area.

1.3.Escort guests to rooms, and explain and promote organisation androom features.

2. Handle guest luggage.

2.1.Assist guests with luggage and luggage storage according to organisational procedures and security requirements.

2.2.Safely transport and deliver guest luggage to correct locations within appropriate timeframes using safe manual handling techniques and moving equipment as required.

2.3.Track lost luggage within the venue and take steps to locate and deliver to guest or correct location.

3. Respond to requests for ancillary services.

3.1.Provide ancillary services according to organisational procedures.

3.2.Liaise with colleagues in other departments where appropriate to ensure effective response to service requests.

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Organisation and roomfeatures must include:

facilities:

dining

floor facilities

laundry

sporting

valet

operating procedures:

room equipment.

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 and plan for expected daily arrivals, special requests or major guest movements. 
Welcome guests and direct to registration area. 
Escort guests to rooms, and explain and promote organisation androom features. 
Assist guests with luggage and luggage storage according to organisational procedures and security requirements. 
Safely transport and deliver guest luggage to correct locations within appropriate timeframes using safe manual handling techniques and moving equipment as required. 
Track lost luggage within the venue and take steps to locate and deliver to guest or correct location. 
Provide ancillary services according to organisational procedures. 
Liaise with colleagues in other departments where appropriate to ensure effective response to service requests. 

Forms

Assessment Cover Sheet

SITHACS005 - 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

SITHACS005 - 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: