Application
This unit describes the performance outcomes, skills and knowledge required to provide effective hospitality 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 to 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 frontline operational service personnel who deal directly with customers on a daily basis. They work with very little independence and under close supervision, applying little discretion and judgement as they follow predefined organisational procedures and report discrepancies to a higher level staff member for action.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
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.Discuss and confirm service requirements with supervisors as required. 1.3.Prepare work area, equipment and supplies according to procedures to meet service requirements. |
2. Provide service. | 2.1.Greet customers courteously and determine their requirements for products and services. 2.2.Offer relevant customer information and promote products and services according to organisational procedures. 2.3.Interact with customers using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery. 2.4.Resolve routine customer problems within scope of own responsibility and according to organisational policy. |
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 to complete operational tasks. 3.5.Identify problems and report operational issues as they arise. |
4. Complete end of shift duties. | 4.1.Follow end of shift procedures. 4.2.Complete administration and reporting requirements. 4.3.Provide customer feedback to relevant supervisors or managers. |
Evidence of Performance
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 12 complete service periods (shifts) that individually or in combination involve:
interacting with and positively responding to diverse demands and requests of multiple customers throughout the service periods
working with speed and efficiency to deal with numerous service and operational tasks simultaneously
identifying issues and problems, referring to supervisor when appropriate, and participating in their resolution
working cooperatively as part of a service team, and taking limited responsibility for the service process, workflow and own work outcomes.
Evidence of Knowledge
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:
current promotions, events and entertainment
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
wine and cocktail drink list choices and specials
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 session and quality service reviews
preparing for the next service period
restocking
safely storing products, equipment and materials
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.
Assessment Conditions
Skills must be demonstrated in an operational hospitality environment. This can be:
an industry workplace
a simulated industry environment, such as training in a:
restaurant/cafe environment
accommodation services environment
housekeeping environment
gaming operations environment.
Assessment must ensure access to:
industry realistic ratios of service staff to customers
products and services to be delivered to customers.
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.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | read organisational policies, procedures and work schedules |
Oral communication skills to: | listen to and interpret customer requests and describe products and services. |
Numeracy skills to: | record or process financial transactions. |
Learning skills to: | locate key information on organisational products and services. |
Self-management skills to: | integrate all technical skills within the whole service period, throughout preparation, service, and end of shift duties. |
Technology skills to: | use a variety of equipment for day-to-day work activities. |
Sectors
Hospitality
Competency Field
Working in Industry