Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Prepare for service.

1.1 Plan and organise tasks from organisational information.

1.2 Liaise with team members to confirm and inform others of service requirements.

1.3 Develop work schedules taking into consideration roles and responsibilities of other team members.

1.4 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 information to customers on products and services.

2.3 Assist customer choices that meet individual needs, special requests or cultural requirements.

2.4 Proactively promote, upsell and cross sell products and services according to organisational procedures.

2.5 Resolve complaints according to individual empowerment and use appropriate communication techniques to deal with conflict.

3. Complete operational tasks.

3.1 Follow work schedules and work cooperatively as part of the team to maximise efficiency.

3.2 Follow workplace safety and hygiene procedures.

3.3 Maintain the 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.

Required skills

communication skills to:

liaise with other team members about service requirements

respond to customers with diverse needs and expectations

critical thinking skills to review and evaluate products and services with colleagues

initiative and enterprise skills to proactively promote, upsell and cross-sell products and services

literacy skills to:

read and interpret procedures and work schedules

write simple work schedules for shifts

numeracy skills to:

calculate time to complete operational tasks

service customers within expected timelines

planning and organising skills to prioritise, sequence and monitor tasks and processes

problem-solving skills to identify workplace and customer problems, determine solutions and take appropriate action to resolve

self-management skills to integrate all technical skills within the whole service period including preparation, service, and end of shift duties

teamwork skills to work cooperatively as part of a team and provide advice and support as required

technology skills to use a variety of equipment for day-to-day work activities.

Required knowledge

roles and responsibilities of different service team members

organisational policies and procedures for:

administrative reporting

hygiene, health, safety and security

customer service

complaint handling

full details of organisation products, services, facilities, current promotions, events and entertainment.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

integrate technical skills and provide quality hospitality service to customers for a minimum of 36 complete service periods (shifts)

interact with and positively respond to the diverse demands and requests of multiple customers throughout the service period

work with speed and efficiency to deal with numerous service and operational tasks simultaneously

identify issues and problems such as workplace time constraints, late arrivals, noshows, walkins, determine solutions and take appropriate action to resolve

work cooperatively as part of the service team, monitor the service process and workflow and take responsibility for own work outcomes

provide technical advice and support to other team members

integrate knowledge of relevant organisational policies and procedures.

Context of and specific resources for assessment

event venues and sites operated within a training organisation

servicing customers within a training organisation

Assessment must ensure use of:

a fullyoperational hospitality environment with the fixtures, large and small equipment and workplace documentation defined in the Assessment Guidelines; this can be a:

real hospitality workplace

hospitality industry environment operated within a training organisation that services customers e.g. a training restaurant for the food and bevarge context

industryrealistic ratios of service staff to customers

products and services to be delivered to customers.

Method 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 individual providing integrated service according to established systems and procedures within an operational hospitality setting

evaluation of customer feedback about service, including speed and timing

written or oral questions to assess knowledge of organisational products and services and procedures

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

Since evidence must be completed across a minimum of 36 complete service periods (shifts), an integrated approach to assessing these units with other technical units required for a qualification is possible and expected.

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITHACS301 Provide valet service

SITHACS303 Provide accommodation reception services

SITHFAB303 Prepare and serve cocktails

SITHFAB307 Provide table service of food and beverage

SITHGAM302 Operate table games

SITXCCS302 Provide club reception services

SITXCCS303 Provide service to customers.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Organisational information includes:

availability of products, services and specials

beverage lists

current promotions, events and entertainment

details of expected business, including customer requirements and scheduling

event or function running sheets

job role and tasks to be performed

local area and venue facilities

menus

policies

procedures

staff rosters

verbal or written advice affecting job performance and service requirements.

Information to customers may involve:

current gaming promotions

customer loyalty programs

food menu options, choices and specials

gaming facilities

gymnasiums and health facilities

hotel facilities

in room services

laundry services

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 nonalcoholic beverages

raffles

room service

wine and cocktail drink list choices and specials.

Products and servicesmay include:

accommodation

food

beverage

gaming

housekeeping

reception

information

porterage.

Operational tasks may include:

checking guests in and out

communicating orders to the kitchen

ordering stock

paying out gaming winnings

processing financial transactions

processing reservations

providing valet services

selling

taking orders.

End of shift procedures include:

cleaning of work areas and equipment

debriefing including quality service reviews

preparation for the next service period

restocking

safe storage of products, equipment and supplies.

Administration and reporting requirements may include:

completing financial transactions such as reconciling takings and or floats

completing incident, work health and safety or maintenance reports

completing work plans and schedules

handover.