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

SITHIND003A Mapping and Delivery Guide
Provide and coordinate hospitality service

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SITHIND003A - Provide and coordinate hospitality service
Description This unit describes the performance outcomes, skills and knowledge required to provide and coordinate hospitality service to customers. The unit integrates a range of well-developed key operational and organisational skills required by service staff in hospitality organisations providing a range of organisation products and services to multiple and diverse customers. The unit brings together the skills and knowledge covered in individual units and focuses on the way these must be applied in a hospitality setting to ensure a smooth work flow and quality customer service. It incorporates preparation, service and close-down of the work area, using a range of techniques, equipment and materials. It involves taking responsibility for own outputs, working as part of a team and taking limited responsibility for the work of others.State and territory licensing requirements may apply.
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 applies to a range of accommodation, catering and food and beverage services in various hospitality venues and settings such as hotels, restaurants, clubs, pubs, motels, gaming operations and catering outlets.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Working in Industry
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: Organise and prepare for service.
  • Access appropriate workplace information in order to plan and organise tasks to be completed.
  • Liaise with team members and other relevant people to confirm and inform others of service requirements.
  • Develop and follow a work plan or schedule to maximise efficiency, taking into consideration roles and responsibilities of other team members.
  • Prepare work area, equipment and supplies to meet service requirements according to established systems and procedures.
       
Element: Provide service.
  • Greet customers courteously and appropriately and determine their requirements for products and services.
  • Offer information to customers on available products and services and assist them to make choices that meet individual needs, special requests or dietary or cultural requirements.
  • Proactively promote, up-sell and cross-sell products and services where appropriate according to organisation policy and procedures.
  • Use the organisation system and technology for reservations, ordering or stock control as appropriate.
  • Provide service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
  • Communicate effectively and work cooperatively as part of the team and according to established work plan.
  • Follow workplace safety and hygiene procedures according to organisation and legislative requirements.
  • Provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict.
  • Identify problems, determine possible solutions and take appropriate action to resolve the situation according to organisation procedures.
  • Complete end of service procedures and farewell customers according to job role and organisation procedures in a manner that will encourage them to return.
       
Element: Close down after service.
  • Clear, clean or dismantle work area according to organisation procedures, OHS requirements and environmental considerations.
  • Complete administration and reporting requirements.
  • Review and evaluate products and services with colleagues, where appropriate, identifying possible improvements.
       


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:

collection of direct, indirect and supplementary evidence showing provision of integrated service for a minimum of 36 complete service periods (shifts) to ensure integration of skills and consistency of performance in different circumstances

ability to multi-task and respond to multiple demands and requests of a number of customers with varying requirements

ability to deal with typical issues such as workplace time constraints, late arrivals, no-shows, walk-ins and other problems or contingencies

ability to meet, greet and interact positively with multiple and diverse customers throughout the hospitality experience

ability to maintain the cleanliness and tidiness of work areas, including dealing with disposables and recyclables

ability to monitor the service process and work flow, take some responsibility for others and provide technical advice and support to a team

compliance with relevant legislative and regulatory requirements, OHS requirements

demonstrated health and safety practices.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully-operational hospitality environment, including industry-current equipment and actual products and services

presence of industry-realistic conditions such as commercial ratios of customers to staff.

Methods of assessment

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

training record book

direct observation of the candidate providing integrated service according to established systems and procedures within a commercial hospitality setting

evaluation of customer feedback about service, including speed and timing

written or oral questions to test knowledge about service techniques, equipment and OHS requirements

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.

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:

planning and organising work, including prioritising, sequencing and monitoring tasks and processes

integration and application of service skills, including preparation, service procedures, close down and customer relations

working cooperatively as part of a team and providing advice and support as required

using safe and hygienic work practices in relation to provision of hospitality products and services according to organisation and legislative requirements

communication skills to liaise with other team members, clarify requirements, provide information and listen to and interpret information and non-verbal communication

numeracy skills to calculate and/or estimate bills, stock requirements and required ingredients, materials or equipment.

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

organisation administrative and reporting procedures

relevant legislative and regulatory requirements related to hygiene, health, safety, security and provision of hospitality products and services.

current knowledge of all main products and services offered by the organisation.

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.

Workplace information includes:

job role and tasks to be performed

verbal or written advice affecting job performance and service requirements

details of expected business, including customer requirements and scheduling

knowledge and availability of products, services and specials

local area knowledge and venue facilities.

End of service procedures include:

safe storage of products, equipment and supplies

cleaning procedures related to work areas and equipment

debriefing sessions, including quality service reviews

restocking

preparation for the next service period.

Environmental considerations include:

recycling and minimising waste

responsible disposal of waste

efficient energy use

efficient water use.

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
Access appropriate workplace information in order to plan and organise tasks to be completed. 
Liaise with team members and other relevant people to confirm and inform others of service requirements. 
Develop and follow a work plan or schedule to maximise efficiency, taking into consideration roles and responsibilities of other team members. 
Prepare work area, equipment and supplies to meet service requirements according to established systems and procedures. 
Greet customers courteously and appropriately and determine their requirements for products and services. 
Offer information to customers on available products and services and assist them to make choices that meet individual needs, special requests or dietary or cultural requirements. 
Proactively promote, up-sell and cross-sell products and services where appropriate according to organisation policy and procedures. 
Use the organisation system and technology for reservations, ordering or stock control as appropriate. 
Provide service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery. 
Communicate effectively and work cooperatively as part of the team and according to established work plan. 
Follow workplace safety and hygiene procedures according to organisation and legislative requirements. 
Provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict. 
Identify problems, determine possible solutions and take appropriate action to resolve the situation according to organisation procedures. 
Complete end of service procedures and farewell customers according to job role and organisation procedures in a manner that will encourage them to return. 
Clear, clean or dismantle work area according to organisation procedures, OHS requirements and environmental considerations. 
Complete administration and reporting requirements. 
Review and evaluate products and services with colleagues, where appropriate, identifying possible improvements. 

Forms

Assessment Cover Sheet

SITHIND003A - Provide and coordinate hospitality 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

SITHIND003A - Provide and coordinate hospitality 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: