SITXLAN201A

(Arabic)

SITXLAN202A

(Indonesian)

SITXLAN203A

(Cantonese)

SITXLAN204A

(Dutch)

SITXLAN205A

(Finnish)

SITXLAN206A

(French)

SITXLAN207A

(German)

SITXLAN208A

(Greek)

SITXLAN209A

(Hindi)

SITXLAN210A

(Hungarian)

SITXLAN211A

(Italian)

SITXLAN212A

(Japanese)

SITXLAN213A

(Korean)

SITXLAN214A

(Malay)

SITXLAN215A

(Mandarin)

SITXLAN216A

(Polish)

SITXLAN217A

(Portuguese)

SITXLAN218A

(Russian)

SITXLAN219A

(Serbian)

SITXLAN220A

(Spanish)

SITXLAN221A

(Swedish)

SITXLAN222A

(Swiss German)

SITXLAN223A

(Taiwanese)

SITXLAN224A

(Thai)

SITXLAN225A

(Turkish)

SITXLAN226A

(Croatian)

SITXLAN227A

(Bosnian)

SITXLAN228A

(Australian Indigenous languages)

SITXLAN229A

(AUSLAN)

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Communicate in a language other than English with customers and colleagues to provide customer service.

1.1

Identify the specific language needed in order to conduct routine communications.

1.2

Understand and use appropriate courtesy expressions with customers or colleagues.

1.3

Give basic and factual information, provide simple explanations of problems and their causes, and offer apologies when required.

1.4

Make introductions according to the business of the workplace.

1.5

Seek clarification from customers and colleagues when required, using simple terms.

1.6

Provide simple advice on workplace events and topical and familiar matters.

2

Communicate with customers and colleagues to conduct routine transactions.

2.1

Understand and use key words, phrases, gestures and sentences to communicate.

2.2

Support communication by reference to, and basic explanation of, specific workplace materialsand visual information.

2.3

Identify need for and seek assistance from others with appropriate language skills in order to better communicate.

3

Give simple directions and instructions.

3.1

Provide clear, succinct and easy to follow simple directions and instructions at an appropriate pace and in a correctly ordered sequence.

3.2

Support communication with the use of appropriately sequenced expressions and questions to emphasise or clarify directions and instructions.

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 and interpersonal skills to allow for positive and courteous interactions with customers

cross-cultural communication skills to participate in routine communications and transactions and use key words, phrases, sentences and vocabulary specific to communicating about number (e.g. counting), time, place, distance, quantity and currency to fulfil common customer requests relevant to particular workplace and language being assessed.

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

social and cultural conventions specific to the language being assessed which enhance communication and avoid giving offence to customers and colleagues, including:

traditions

attire

awareness of appropriate forms of address

food taboos, special dietary needs and eating habits of the relevant culture (where relevant to the workplace)

appropriate body language

general knowledge of cross-cultural communication issues sufficient to conduct routine workplace transactions in a socially and culturally appropriate manner.

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 TrainingPackage.

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

There are three critical considerations for the assessment of this unit.

This unit can be used to assess basic oral proficiency in any language other than English. Assessment must be customised to the requirements of a particular language.

Assessment should not only focus on the language being assessed but must also incorporate the practical customer service requirements of the tourism or hospitality industry, i.e. the assessment of language must be conducted while the candidate is carrying out typical tourism or hospitality vocational activities.

This unit can apply to any tourism and hospitality sector, workplace and circumstance. Assessment activities must ensure that the use of a specific language is contextualised and linked to vocational activities which are relevant to the particular tourism or hospitality sector and workplace. For example, if assessment is linked to restaurant service, language usage should relate to a restaurant.

Evidence of the following is essential:

ability to use appropriate courtesy expressions, give simple factual supporting information and clarify information by asking simple factual questions in a language other than English

ability to accurately identify and respond to customer needs, provide routine information and maintain communication with customers and colleagues in relation to routine transactions.

Context of and specific resources for assessment

Assessment must ensure:

operational conditions of a tourism or hospitality customer service environment

that the person being assessed is undertaking typical tourism or hospitality workplace activities, such as preparing and serving beverages, providing site information and assistance, selling merchandise or tourism products or services. serving food, checking in while using the language being assessed

provision of services to customers within typical workplace time constraints

use of relevant and current tourism and hospitality materials and equipment, including timetables, brochures, menus, tour desks, check-in desks and restaurant equipment

use of resources which would be commonly used to assist workplace communication, including:

phrase books

dictionaries

language mats

maps

pamphlets

menus

signs written in the specific language

international signage, such as 'No Smoking' signs.

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:

oral testing of conversational language use (note: this should not be the sole method of assessment)

direct observation of the candidate communicating in a language other than English in a customer service environment while undertaking typical workplace activities

review of visual aids prepared by the candidate to assist verbal communication

written and oral questioning or interview to test knowledge of the culture, social and cultural conventions and cross-cultural communication requirements associated with the language

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:

SITHACS001B Provide accommodation reception services

SITHFAB002C Operate a bar

SITHFAB004A Provide food and beverage service

SITXCCS001B Provide visitor information.

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 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.

Routine communications may include:

dealing with customers and colleagues on the telephone

taking a message

accepting a simple booking

explaining a menu or wine list

taking an order

processing payment of an account or restaurant bill

providing simple information about guiding services, timetables, menus, signage, rules, check-out times and availability of tours

responding to basic requests for such things as toiletries, towels, razor, hairdryer, blanket, pillow, laundry list, 'Do Not Disturb' sign and breakfast menu

processing purchase of souvenir products

processing payment for a tourism service, e.g. day tour, accommodation or ticket

references to timetables, signage and basic rules, such as opening hours.

Courtesy expressions may include:

Good Morning

How are you?

Goodbye

May I help you?

This way please

Would you like a newspaper?

Did you have a good trip?

May I clean your room now?

Do you need another towel?

Sorry, I don't understand. Do you speak English?

Topical and familiar matters may include:

public holidays and festivals

celebrations

sporting or cultural events

deaths or marriages

strikes or accidents

demonstrations

elections

weather conditions.

Communicate must include:

listening and understanding requests and comments

providing factual information, such as:

location of specific facilities, such as attractions and shopping centres

opening and closing hours

procedures and rules, such as check-in and tour pick-up

availability and cost of products and services

conducting product and service transactions

answering simple queries about products and services, including:

in-house facilities

local attractions and places of interest

shopping centres

tour desk

pick-up and drop-off point for tours

transport terminals, and taxi and other transport services

responding to requests for factual information and simple advice within scope of responsibility.

Workplace materials and visual information may include:

signs, maps, diagrams, forms, labels and tickets

pamphlets, timetables, charts, price tags and menus

hotel information signs and tags printed in the target language to assist where necessary

pamphlets written in the specific language

menus written in the specific language

signs written in the specific language

international signage, such as 'No Smoking' signs.

Simple directions and instructions may include:

how to get to restrooms, car park, restaurant, bistro, bar, pool or gym

how to get to tour pick-up point

how to use key to open hotel room and operate lights

how to use telephone

basic details of guided tours

house rules

how the hotel laundry service operates

how facilities work, such as alarm clock, safe, airconditioning and maidservice

where facilities are located, such as attractions and rides at a theme park, and general transport

where to go to catch a tour bus or taxi

where to go to purchase everyday goods, such as medication and sunscreen

where to go to purchase everyday services, such as post office and tour services

advising check-in and check-out procedures and times.

Sector

Cross-Sector

Languages other than English

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.