Application
This unit describes the performance outcomes, skills and knowledge required to work effectively in a hospitality environment and provide 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 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 those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.
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.Develop and review work schedules and liaise with team members to confirm and inform others of service requirements. 1.3.Prepare work area, equipment and supplies according to procedures to meet service requirements. |
2. Provide service. | 2.1.Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery. 2.2.Offer relevant customer information on products and services. 2.3.Assist customer with choices that meet individual needs, special requests and cultural requirements. 2.4.Proactively promote, upsell and cross-sell products and services according to organisational procedures. 2.5.Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict. |
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 for operational tasks. 3.5.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction. |
4. Complete end of shift duties. | 4.1.Follow end of shift procedures. 4.2.Complete administration and reporting requirements. 4.3.Participate in debriefing and handover sessions with colleagues and suggest service improvements. |
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 36 complete service periods (shifts) that individually or in combination involve:
interacting with and positively responding to diverse demands and requests of different customers
working with speed and efficiency to deal with numerous service and operational tasks simultaneously
identifying issues and problems, determining solutions and taking appropriate action to resolve
working cooperatively as part of a service team, monitoring the service process and workflow, and taking responsibility for own work outcomes
providing technical advice and support to other team members.
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:
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
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 sessions and quality service reviews
preparation for the next service period
restocking
safe storage of products, equipment and supplies
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 in a training:
restaurant/cafe environment
accommodation services environment
housekeeping environment
gaming operations environment.
Assessment must ensure access to:
products and services to be delivered to customers
organisational policies and procedures
industry realistic ratios of service staff to customers; these can be:
customers 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.
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: | interpret and follow a range of organisational procedures and work schedules. |
Oral communication skills to: | liaise with other team members about service requirements listen and respond to diverse range of customer requests and complaints, asking questions to clarify and confirm. |
Learning skills to: | locate key information on organisational products and services. |
Teamwork skills to: | work cooperatively as part of a team and provide advice and support as required. |
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