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

SITHACS204 Mapping and Delivery Guide
Provide porter services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITHACS204 - Provide porter services
Description This unit describes the performance outcomes, skills and knowledge required to provide porter services in 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.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This 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.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
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 and room 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.
  • Avoid creation of hygiene hazards when handling luggage.
  • 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.

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:

interpret portering requirements from systems or documentation and plan accordingly

follow procedures for the safe movement and storage of luggage

move and store multiple luggage items to meet varying operational and service needs within

typical workplace time constraints

interact positively with customers and provide clear and accurate information.

Context of and specific resources for assessment

Assessment must ensure use of:

an operational accommodation environment; this can be a:

real industry workplace

simulated industry environment such as a training hotel

luggage and luggage moving equipment

industry-realistic systems or documentation for managing the movement and storage of luggage

in an accommodation venue

other people 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 of the individual carrying and loading luggage safely or answering customer

requests

use of roleplays to assess ability to deal with differing customer queries, requests or

complaints

use of case studies to complete arrival or departure luggage processes and documentation for

different customer scenarios

oral or written questioning to assess knowledge of typical portering procedures and systems

review of portfolios of evidence and thirdparty workplace reports

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:

BSBCMM201A Communicate in the workplace

SITXCCS201 Provide visitor information

SITXCCS202 Interact with customers.

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.

Required skills

communication skills to:

explain venue and room features to guests

interact with guests from socially and culturally diverse environments

literacy skills to:

read luggage identification labels, storage and security procedures

read reservation data and rooming lists

complete storage tags, storage forms and guest receipts

numeracy skills to count multiple luggage items and reconcile against operational documentation

planning and organising skills to move and store luggage in a logical and efficient way

teamwork skills to work cooperatively with others.

Required knowledge

procedures and systems for the luggage movement and storage in commercial accommodation establishments:

marking

placement (in rooms and storage facilities)

group luggage

movement of luggage on guest departure

order in which luggage is moved

routes

security

safe manual handling techniques:

carrying

lifting

moving

pulling

pushing

hygiene procedures and requirements:

hygiene responsibilities of portering staff

hygiene hazards when handling luggage, including potential food contamination and transmission of airborne illnesses

portering practices that minimise hygiene risks

relationships between portering services and other areas of work in commercial accommodation establishments, and the impacts on portering

activities

range of information and services typically provided by those completing the portering function, including:

venue facilities

room facilities

other services.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Organisation and room features in the establishment may include:

facilities:

dining

floor facilities

laundry

sporting

valet

operating procedures:

room equipment.

Organisational procedures and security requirements for luggage may relate to:

organisation specific procedures:

group luggage

marking systems

order in which luggage is to be moved

placement of luggage within rooms or storage

taking luggage from rooms

safety and security considerations:

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

lifting and bending procedures

procedures or designated routes for moving luggage through public areas

restrictions on areas into which luggage can be taken

procedures for dealing with heavy items.

Hygiene hazardsmay include:

contaminating food contact surfaces

use of poor personal hygiene practices:

blowing nose

coughing

drinking

eating

scratching skin and hair

sneezing

spitting.

Ancillary services may include:

mail

messages

organising transport

paging guests

preparing guest information directories

wakeup calls.

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 and room 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. 
Avoid creation of hygiene hazards when handling luggage. 
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

SITHACS204 - 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

SITHACS204 - 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: