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

SITHIND004 Mapping and Delivery Guide
Work effectively in hospitality service

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SITHIND004 - Work effectively in hospitality service
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to work effectively in a hospitality environment and provide service to customers during service periods.It requires the ability to integrate a range of individual technical skills while dealing with numerous sales, service or operational tasks simultaneously to meet the needs of multiple and diverse customers. It incorporates preparation, service and end of service tasks.The unit applies individuals working in a range of different departments such as accommodation services, food and beverage, gaming operations and housekeeping, in various hospitality industry settings, including bars, hotels, cafes, restaurants, clubs, pubs and motels.It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. 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 hospitality environment. This can be:

an industry workplace

a simulated industry environment, such as in a training:

restaurant/cafe environment

accommodation services environment

housekeeping environment

gaming operations environment.

Assessment must ensure access to:

products and services to be delivered to customers

organisational policies and procedures

industry realistic ratios of service staff to customers; these can be:

customers 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 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: Prepare for service.
  • Plan and organise tasks from organisational information.
  • Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.
  • Prepare work area, equipment and supplies according to procedures to meet service requirements.
       
Element: Provide service.
  • Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
  • Offer relevant customer information on products and services.
  • Assist customer with choices that meet individual needs, special requests and cultural requirements.
  • Proactively promote, upsell and cross-sell products and services according to organisational procedures.
  • Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.
       
Element: Complete operational tasks.
  • Follow work schedules and work cooperatively as part of a team to maximise efficiency.
  • Follow workplace safety and hygiene procedures.
  • Maintain cleanliness and tidiness of work areas.
  • Use organisational procedures and technology for operational tasks.
  • Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
       
Element: Complete end of shift duties.
  • Follow end of shift procedures.
  • Complete administration and reporting requirements.
  • Participate in debriefing and handover sessions with colleagues and suggest service 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Prepare for service.

1.1.Plan and organise tasks from organisational information.

1.2.Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.

1.3.Prepare work area, equipment and supplies according to procedures to meet service requirements.

2. Provide service.

2.1.Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

2.2.Offer relevant customer information on products and services.

2.3.Assist customer with choices that meet individual needs, special requests and cultural requirements.

2.4.Proactively promote, upsell and cross-sell products and services according to organisational procedures.

2.5.Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.

3. Complete operational tasks.

3.1.Follow work schedules and work cooperatively as part of a team to maximise efficiency.

3.2.Follow workplace safety and hygiene procedures.

3.3.Maintain cleanliness and tidiness of work areas.

3.4.Use organisational procedures and technology for operational tasks.

3.5.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

4. Complete end of shift duties.

4.1.Follow end of shift procedures.

4.2.Complete administration and reporting requirements.

4.3.Participate in debriefing and handover sessions with colleagues and suggest service improvements.

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

integrate technical skills and provide hospitality service to customers for a minimum of 36 complete service periods (shifts) that individually or in combination involve:

interacting with and positively responding to diverse demands and requests of different customers

working with speed and efficiency to deal with numerous service and operational tasks simultaneously

identifying issues and problems, determining solutions and taking appropriate action to resolve

working cooperatively as part of a service team, monitoring the service process and workflow, and taking responsibility for own work outcomes

providing technical advice and support to other team members.

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

basic organisational information:

availability of products, services and specials

menus and beverage lists

current promotions, events and entertainment

details of expected business, customer requirements and scheduling

event or function running sheets

job role and tasks to be performed

local area and venue facilities

policies and procedures

staff rosters

verbal or written advice affecting job performance and service requirements

information relevant to customers:

customer loyalty programs

food menu options and specials

gaming facilities

hotel facilities:

gymnasiums and health facilities

in-room services

laundry services

room service

local area and venue facilities

lost and found services

membership benefits

prices of products and services

prize nights and special events

product knowledge of food, alcoholic and non-alcoholic beverages

raffles

common operational tasks:

communicating orders to the kitchen

ordering stock

preparing rooms for guests

processing financial transactions

providing porting services

selling and preparing drinks

selling gaming tickets

serving food and beverage

taking orders

end of shift procedures:

cleaning work areas and equipment

debriefing sessions and quality service reviews

preparation for the next service period

restocking

safe storage of products, equipment and supplies

roles and responsibilities of service team members

organisational policies and procedures for:

administration and reporting relating to:

completing financial transactions

completing work plans and schedules

handover

hygiene, health, safety and security:

completing incident, work health and safety (WHS) and maintenance reports

customer service

complaint handling.


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. Prepare for service.

1.1.Plan and organise tasks from organisational information.

1.2.Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.

1.3.Prepare work area, equipment and supplies according to procedures to meet service requirements.

2. Provide service.

2.1.Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

2.2.Offer relevant customer information on products and services.

2.3.Assist customer with choices that meet individual needs, special requests and cultural requirements.

2.4.Proactively promote, upsell and cross-sell products and services according to organisational procedures.

2.5.Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.

3. Complete operational tasks.

3.1.Follow work schedules and work cooperatively as part of a team to maximise efficiency.

3.2.Follow workplace safety and hygiene procedures.

3.3.Maintain cleanliness and tidiness of work areas.

3.4.Use organisational procedures and technology for operational tasks.

3.5.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

4. Complete end of shift duties.

4.1.Follow end of shift procedures.

4.2.Complete administration and reporting requirements.

4.3.Participate in debriefing and handover sessions with colleagues and suggest service improvements.

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
Plan and organise tasks from organisational information. 
Develop and review work schedules and liaise with team members to confirm and inform others of service requirements. 
Prepare work area, equipment and supplies according to procedures to meet service requirements. 
Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery. 
Offer relevant customer information on products and services. 
Assist customer with choices that meet individual needs, special requests and cultural requirements. 
Proactively promote, upsell and cross-sell products and services according to organisational procedures. 
Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict. 
Follow work schedules and work cooperatively as part of a team to maximise efficiency. 
Follow workplace safety and hygiene procedures. 
Maintain cleanliness and tidiness of work areas. 
Use organisational procedures and technology for operational tasks. 
Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction. 
Follow end of shift procedures. 
Complete administration and reporting requirements. 
Participate in debriefing and handover sessions with colleagues and suggest service improvements. 

Forms

Assessment Cover Sheet

SITHIND004 - Work effectively in 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

SITHIND004 - Work effectively in 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: