This unit describes a fundamental administrative function for the tourism and hospitality industries and applies to the full range of industry sectors and environments. All manner of personnel are required to perform office procedures. For some it may be a key aspect of their job (e.g. for those working in an office environment) and for others an occasional task (e.g. for those working in a stock control environment or kitchen).

All personnel at all levels would apply this skill, but it does describe a basic operational function of minimal complexity.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Process office documents.

1.1

Process office documents according to organisation procedures and within designated timelines.

1.2

Use office equipment safely and correctly to process documents.

1.3

Identify, rectify or report office equipment malfunctions promptly and according to organisation procedures.

2

Draft written communication.

2.1

Select appropriate format and style for correspondence according to purpose, audience and situation.

2.2

Draft documents according to organisation formats and protocols.

2.3

Use clear and concise language appropriate to purpose, audience and situation.

2.4

Use correct spelling, punctuation and grammar to ensure understanding by receiver.

2.5

Check information for accuracy prior to sending.

3

Maintain document systems.

3.1

File or store documents according to organisation security procedures.

3.2

Modify and update reference and index systems according to organisation procedures.

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:

communication skills to convey meaning clearly and concisely

basic literacy and written communication skills to produce workplace documentation and correspondence

basic numeracy skills to do simple clerical tasks and count.

The following knowledge must be assessed as part of this unit:

organisation practices and procedures for preparing and processing documents

layout, format and features of typical business documents and alternative formats for special needs groups, such as large print

features and usage of typical office equipment

safe work practices for using office equipment and any related chemicals.

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 in this unit

Evidence of the following is essential:

ability to draft multiple pieces of clear, concise and correct written communication, with different purposes, appropriate to the audience and situation

ability to process a range of office documentation accurately and undertake a range of office tasks using different equipment ideally across a complete shift or operating period to address a range of office tasks

completion of office administrative activities within typical workplace time constraints.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped office environment using appropriate computers, printers and other office equipment such as facsimile machines, photocopiers and software programs currently used in the tourism and hospitality industries to assist with administrative functions.

Methods of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to perform office procedures. The following examples are appropriate for this unit:

review of documents processed or produced by the candidate

project to develop a portfolio of documentation or correspondence associated with a particular job, event or project

questions to evaluate selection of appropriate type and format of correspondence for particular audiences, purposes and situations

observation of candidate's safe and correct usage of office equipment

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, for example:

SITXCOM004A Communicate on the telephone

BSBCMN205B Use business technology.

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.

Office documents to be processed may include:

guest mail

customer records

incoming and outgoing correspondence

files

letters

facsimiles

memos

reports

menus

banquet orders

financial records

invoices

receipts.

Office equipment may include:

photocopiers

facsimiles

computers

paging equipment

calculators

audio-transcribing machines

telephone answering machines.

Processing of documents may include:

recording sent or received documents

filing, including electronic filing

mailing, including bulk mailing

photocopying

faxing

emailing

collating

binding.

Correspondence to be drafted must include a selection from each of the following:

letters

emails

faxes

memos.

Sector

Cross-Sector

Administration

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.