This unit applies to retail liquor operations within hospitality establishments such as hotels, restaurants and clubs. It applies to frontline staff who may work as part of a team and who operate with significant autonomy or under limited supervision, and are responsible for their own work outputs.

This unit must be assessed after the following prerequisite units:

SITXFIN001A Process financial transactions

SITXINV001A Receive and store stock.

ELEMENT

PERFORMANCE CRITERIA

1

Complete liquor sales.

1.1

Advise customers on the selection of their products according to their needs.

1.2

Complete customer order forms, invoices and receipts.

1.3

Process liquor sales promptly and courteously.

1.4

Operate point-of-sale equipment according to design specifications.

1.5

Identify and process customer delivery requirements.

1.6

Maintain adequate supplies of dockets, vouchers and point-of-sale documents.

2

Wrap and pack goods.

2.1

Maintain adequate supplies of wrapping material or bags.

2.2

Effectively wrap merchandise as required.

2.3

Pack items safely to prevent any damage in transit.

2.4

Arrange transfer of merchandise for parcel pick-up or other delivery methods if required.

3

Minimise theft.

3.1

Take appropriate action to minimise theft by applying enterprise security procedures.

3.2

Match merchandise to correct price tags.

3.3

Maintain surveillance of merchandise according to enterprise policy.

3.4

Maintain security of stock, cash and equipment in relation to customers, staff and outside contractors, according to enterprise policy.

3.5

Observe suspicious behaviour by customers and colleagues and respond according to enterprise policy.

3.6

Deal with emergencies following enterprise policy and procedures.

4

Merchandise goods.

4.1

Unpack merchandise and place in appropriate location.

4.2

Maintain the correct temperature of display refrigerators and coolrooms so that all products are kept at recommended temperatures.

4.3

Ensure cleanliness of refrigerators and coolrooms according to enterprise procedures and manufacturer standards and specifications.

4.4

Practise safe lifting, shifting and handling procedures to comply with OHS regulations.

4.5

Display merchandise to achieve a balanced fully-stocked appearance and promote sales according to enterprise procedures and safety requirements.

4.6

Reset and dismantle special promotion areas at the appropriate time.

4.7

Keep display areas clean and tidy.

4.8

Rotate stock according to enterprise procedures.

4.9

Report defective and out-of-date stock promptly.

4.10

Prepare labels and tickets according to enterprise procedures.

4.11

Operate, maintain and store ticketing equipment, according to enterprise procedures.

4.12

Maintain correct pricing and information on merchandise.

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:

customer service and point of sale in a retail liquor environment

problem-solving skills to deal with security and other emergency situations

safe work practices for lifting and handling bulk items

literacy skills to read material on product ranges

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

numeracy skills to calculate items to be reordered following stocktake

writing skills to complete records for stocktakes.

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

principles of display in relation to liquor products

security procedures for retail liquor operations

structures and procedures for logical and efficient work flow in a retail liquor outlet

relevant state or territory legislation with regard to responsibilities of individual staff members in the responsible sale of alcohol

relevant state or territory legislation with regard to pricing and ticketing of retail goods

types of alcoholic beverages in enterprise range and their features.

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:

ability to operate point-of-sale equipment correctly and apply security procedures within typical time constraints of a retail liquor environment

knowledge of product range and ability to offer advice on beverage choices

knowledge of OHS requirements and ability to demonstrate safe work practices.

Context of and specific resources for assessment

Assessment must ensure:

access to a fully equipped retail bottle shop, including industry-current equipment and actual products

industry realistic conditions, such as typical customer to bottle shop attendant ratios

use of a typical industry stock control system.

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:

direct observation of the candidate providing customer service in a commercial retail liquor environment

written or oral questions to test knowledge of product range, types of promotional activities and emergency procedures

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, for example:

SITHFAB009A Provide responsible service of alcohol

SITHFAB325A Provide specialised advice on Australian wines

SITHFAB326A Provide specialised advice on imported wines.

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.

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.

Retail liquor products may include:

imported and local spirits and liqueurs

bulk and packaged beers, ales and stouts

styles and popular brands of table and fortified wines

aerated and mineral waters

pre-mixed drinks, including:

cocktails

spirit or liqueur-based mixes, such as gin and tonic

energy drinks

juices and syrups

packaged snack foods

ice

tobacco products

drink accessories, including:

glassware

cocktail shakers and strainers

decorative items, such as umbrellas, straws and swizzle sticks

wine accessories, such as decanters and wine openers

gift packages and gift vouchers

books, catalogues and industry magazines.

Equipment may include:

manual and electronic cash registers

point-of-sale equipment

electronic funds transfer at point of sale (EFTPOS) equipment

labelling and pricing guns

promotional displays and stands

beverage stands and shelving

beverage tasting equipment

forklifts

trolleys

refrigeration units.

Emergencies may include:

hold-ups

burglary or theft

refrigeration failure

large breakages.

Sector

Hospitality

Food and Beverage

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.