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 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 assist them to make choices that meet individual needs, special requests or dietary or cultural requirements.

2.3

Proactively promote, up-sell and cross-sell products and services where appropriate according to organisation policy and procedures.

2.4

Use the organisation system and technology for reservations, ordering or stock control as appropriate.

2.5

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

2.6

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

2.7

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

2.8

Provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict.

2.9

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

2.10

Complete end of service procedures and 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

Clear, clean or dismantle work area according to organisation procedures, OHS requirements and environmental considerations.

3.2

Complete administration and reporting requirements.

3.3

Review and evaluate products and services 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, including prioritising, sequencing and monitoring tasks and processes

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:

organisation administrative and reporting procedures

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 36 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 or contingencies

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 monitor the service process and work flow, take some responsibility for others and provide technical advice and support to a team

compliance with relevant legislative and regulatory requirements, 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

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

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 includes:

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 supplies

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.

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.