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.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Organise and prepare for service.

1.1

Access appropriate workplace information in order to plan and organise tasks to be completed.

1.2

Liaise with team members and other relevant people to confirm and inform others of service requirements.

1.3

Develop and follow a work plan or schedule to maximise efficiency, taking into consideration roles and responsibilities of other team members.

1.4

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

2

Provide service.

2.1

Greet customers courteously and appropriately and determine their requirements for products and services.

2.2

Offer information to customers on available products and services and promote products and services where appropriate according to organisation policy and procedures.

2.3

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

2.4

Communicate effectively and work cooperatively as part of the team and according to established work plan or schedule.

2.5

Follow workplace safety and hygiene procedures according to organisation and legislative requirements.

2.6

Provide quality customer service and deal appropriately with complaints according to organisation procedures.

2.7

Identify problems, determine possible solutions and take appropriate action to resolve the situation according to job role and organisation procedures.

2.8

Where appropriate, farewell customers according to job role and organisation procedures in a manner that will encourage them to return.

3

Close down after service.

3.1

Complete end of service procedures according to organisation procedures, OHS requirements and environmental considerations.

3.2

Complete administration and reporting requirements.

3.3

Participate in debriefing sessions with colleagues where appropriate, identifying possible improvements.

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 according to organisation procedures, including collecting information and resources, and working within and setting timelines

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:

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 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 12 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

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 participate in the service process and work flow as part of a team and take responsibility for own work and quality of outcomes

compliance with relevant legislative and regulatory requirements, including 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 as described in the Assessment Guidelines

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 used as part of traineeship arrangements

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.

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 may include:

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 materials

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.

Administrative and reporting requirements may include:

handover

completing financial transactions such as reconciling takings and/or floats

completing work plans and schedules

completing incident, OHS or maintenance reports.

Sector

Hospitality

Working in Industry

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.