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

SITHFAB006 Mapping and Delivery Guide
Provide room service

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SITHFAB006 - Provide room service
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to provide room service in accommodation establishments. It requires the ability to take orders, set up room service trolleys, deliver meals, process accounts and clear used meal service items.The unit applies to all hospitality organisations where room service is provided, including hotels, motels and bed and breakfasts.It applies to kitchen staff and operational food and beverage attendants who work with very little independence and under the guidance of others. It can also apply to front office personnel.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 a hospitality accommodation business for which room service is provided. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

small equipment:

bill presenter or bill tray

coffee plunger

cutlery, crockery and glassware

linen

promotional material

serving trays and lids

tea and coffee pots

toasters

trolleys

warming equipment

serving utensils

ice buckets

customers to whom room service is delivered; these can be:

customers in an industry workplace 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 Food and Beverage
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: Take and process room service orders.
  • Answer telephone promptly and courteously according to organisational customer service standards.
  • Check guest name and use throughout the interaction.
  • Provide information, record room service order and room number and check with guests for accuracy.
  • Use suggestive selling techniques to maximise sale.
  • Advise guests of approximate time for delivery.
  • Interpret room service orders received from doorknob dockets.
  • Transfer orders promptly to the appropriate location for preparation.
       
Element: Set up trays and trolleys.
  • Select and prepare room service equipment and check for cleanliness and damage.
  • Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.
  • Collect all prepared meals and beverages promptly and in correct service order.
  • Check prepared meals against the order and meal items for correct temperature.
       
Element: Present room service meals and beverages to guests.
  • Request entry to guest room according to organisational procedures.
  • Consult guests about their preferences for placement of meals.
  • Explain the meal and place according to organisational procedures and guest preferences.
       
Element: Present room service accounts.
  • Check guest accounts for accuracy and present according to organisational procedures.
  • Obtain signature and charge meals to room account or accept cash payment.
  • Promptly present cash payments to the cashier for processing.
       
Element: Clear room service area.
  • Check and clear floors promptly for used room service trolleys and trays.
  • Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.
  • Restock station with equipment, food and beverage according to organisational procedures.
       


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. Take and process room service orders.

1.1.Answer telephone promptly and courteously according to organisational customer service standards.

1.2.Check guest name and use throughout the interaction.

1.3.Provide information, record room service order and room number and check with guests for accuracy.

1.4.Use suggestive selling techniques to maximise sale.

1.5.Advise guests of approximate time for delivery.

1.6.Interpret room service orders received from doorknob dockets.

1.7.Transfer orders promptly to the appropriate location for preparation.

2. Set up trays and trolleys.

2.1.Select and prepare room service equipment and check for cleanliness and damage.

2.2.Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.

2.3.Collect all prepared meals and beverages promptly and in correct service order.

2.4.Check prepared meals against the order and meal items for correct temperature.

3. Present room service meals and beverages to guests.

3.1.Request entry to guest room according to organisational procedures.

3.2.Consult guests about their preferences for placement of meals.

3.3.Explain the meal and place according to organisational procedures and guest preferences.

4. Present room service accounts.

4.1.Check guest accounts for accuracy and present according to organisational procedures.

4.2.Obtain signature and charge meals to room account or accept cash payment.

4.3.Promptly present cash payments to the cashier for processing.

5. Clear room service area.

5.1.Check and clear floors promptly for used room service trolleys and trays.

5.2.Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.

5.3.Restock station with equipment, food and beverage according to organisational procedures.

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

process each of the following types of room service orders to meet guest requests on at least three different occasions:

breakfast order

lunch order from an à la carte menu

dinner order from an à la carte menu

provide room service for above room service orders within commercial timeframes and according to guest requirements

demonstrate the following procedures to organisational standards when providing room service on each of the above occasions:

knocking and announcing department

greeting guests when opening

asking for permission to enter

demonstrate ability to provide the following types of service at least twice each when providing room service to guests:

tray service

trolley service

explain process for handling the following room service situations:

dealing with non-responsive rooms

dealing with guests where it is unsafe or inappropriate to enter a room.

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

food safety practices for providing room service

organisational customer service standards for room service

types of basic information required by guests:

menu choices and options

description of meal or food and beverage items

cost of items

ordering and service procedures for processing and delivering room service items

organisational processes for taking non-standard orders:

orders that add or omit ingredients

orders that respond to specific dietary requirements

room locations within the establishment

product knowledge of the room service menu and beverage list.


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. Take and process room service orders.

1.1.Answer telephone promptly and courteously according to organisational customer service standards.

1.2.Check guest name and use throughout the interaction.

1.3.Provide information, record room service order and room number and check with guests for accuracy.

1.4.Use suggestive selling techniques to maximise sale.

1.5.Advise guests of approximate time for delivery.

1.6.Interpret room service orders received from doorknob dockets.

1.7.Transfer orders promptly to the appropriate location for preparation.

2. Set up trays and trolleys.

2.1.Select and prepare room service equipment and check for cleanliness and damage.

2.2.Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.

2.3.Collect all prepared meals and beverages promptly and in correct service order.

2.4.Check prepared meals against the order and meal items for correct temperature.

3. Present room service meals and beverages to guests.

3.1.Request entry to guest room according to organisational procedures.

3.2.Consult guests about their preferences for placement of meals.

3.3.Explain the meal and place according to organisational procedures and guest preferences.

4. Present room service accounts.

4.1.Check guest accounts for accuracy and present according to organisational procedures.

4.2.Obtain signature and charge meals to room account or accept cash payment.

4.3.Promptly present cash payments to the cashier for processing.

5. Clear room service area.

5.1.Check and clear floors promptly for used room service trolleys and trays.

5.2.Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.

5.3.Restock station with equipment, food and beverage according to organisational procedures.

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
Answer telephone promptly and courteously according to organisational customer service standards. 
Check guest name and use throughout the interaction. 
Provide information, record room service order and room number and check with guests for accuracy. 
Use suggestive selling techniques to maximise sale. 
Advise guests of approximate time for delivery. 
Interpret room service orders received from doorknob dockets. 
Transfer orders promptly to the appropriate location for preparation. 
Select and prepare room service equipment and check for cleanliness and damage. 
Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety. 
Collect all prepared meals and beverages promptly and in correct service order. 
Check prepared meals against the order and meal items for correct temperature. 
Request entry to guest room according to organisational procedures. 
Consult guests about their preferences for placement of meals. 
Explain the meal and place according to organisational procedures and guest preferences. 
Check guest accounts for accuracy and present according to organisational procedures. 
Obtain signature and charge meals to room account or accept cash payment. 
Promptly present cash payments to the cashier for processing. 
Check and clear floors promptly for used room service trolleys and trays. 
Return trays and trolleys to room service area and dismantle and clean according to organisational procedures. 
Restock station with equipment, food and beverage according to organisational procedures. 

Forms

Assessment Cover Sheet

SITHFAB006 - Provide room service
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

SITHFAB006 - Provide room service

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: