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.

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.

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.

Hospitality

Accommodation Services