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Evidence Guide: SITHACS003A - Provide porter services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITHACS003A - Provide porter services

What evidence can you provide to prove your understanding of each of the following citeria?

Handle guest arrivals and departures.

  1. Review, note and plan for expected daily arrivals, special requests or major guest movements.
  2. Welcome guests promptly on arrival and direct to the appropriate area for registration.
  3. Assist guests with luggage according to enterprise procedures and safety requirements and using the appropriate moving equipment where required.
  4. Escort guests to rooms, and courteously show and explain enterprise and room features to ensure maximum take-up of services and profitability of guest's stay.
Review, note and plan for expected daily arrivals, special requests or major guest movements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Welcome guests promptly on arrival and direct to the appropriate area for registration.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist guests with luggage according to enterprise procedures and safety requirements and using the appropriate moving equipment where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escort guests to rooms, and courteously show and explain enterprise and room features to ensure maximum take-up of services and profitability of guest's stay.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle guest luggage.

  1. Collect, safely transport and deliver guest luggage to the correct location within appropriate timeframes and using the appropriate moving equipment where required.
  2. Operate luggage storage system according to enterprise procedures and security requirements.
  3. Mark and store luggage accurately to allow for easy retrieval.
  4. Place luggage within the storage system.
  5. Track any lost luggage within the venue and take all steps to locate and deliver to the guest or correct location.
Collect, safely transport and deliver guest luggage to the correct location within appropriate timeframes and using the appropriate moving equipment where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate luggage storage system according to enterprise procedures and security requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mark and store luggage accurately to allow for easy retrieval.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Place luggage within the storage system.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Track any lost luggage within the venue and take all steps to locate and deliver to the guest or correct location.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to request for ancillary services.

  1. Provide ancillary services promptly and according to enterprise, security and safety requirements.
  2. Liaise with colleagues in other departments where appropriate to ensure effective response to service requests.
Provide ancillary services promptly and according to enterprise, security and safety requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise with colleagues in other departments where appropriate to ensure effective response to service requests.

Completed
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Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

knowledge of the range of ancillary services offered by the accommodation venue

ability to provide courteous and friendly service to guests

ability to provide porterage services to meet multiple and different customer requests and to handle efficiently multiple and simultaneous requests for the movement of luggage

ability to handle luggage safely and use luggage storage systems on multiple occasions

delivery, collection, storage and retrieval of luggage within typical workplace time constraints that meet the deadlines determined by the customer and enterprise.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped industry-realistic accommodation environment using current equipment and technology for moving luggage

use of industry-current documentation for managing the movement and storage of luggage within an accommodation venue

interaction with others to demonstrate the interpersonal communication requirements of the unit.

Methods of assessment

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

direct observation of the candidate carrying and loading multiple pieces of luggage safely or answering customer requests

role-play to assess ability to deal with differing customer queries, requests or complaints

case studies to complete arrival or departure luggage processes and documentation for different customer scenarios

oral or written questions to assess knowledge of typical porterage procedures and systems

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:

SITXCCS001B Provide visitor information

SITXCOM001A Work with colleagues and customers

SITXCOM004A Communicate on the telephone.

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.

Required Skills and Knowledge

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:

safe manual handling techniques for lifting, storing and retrieving luggage

literacy skills to read documents such as luggage identification labels, storage and security procedures, reservation data and rooming lists

writing skills to complete documents such as delivery checklists, storage tags, storage forms and guest receipts

communication skills to communicate with guests from socially and culturally diverse environments

numeracy skills to count group or multiple luggage items and reconcile against any operational documentation such as reservation data and checklists.

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

range of typical ancillary services offered by the accommodation venue

OHS procedures for the movement of heavy luggage

typical procedures and systems for the movement of luggage within commercial accommodation establishments

features of typical luggage storage systems within commercial accommodation establishments

relationships between the various departments within larger commercial accommodation establishments

key products and services offered within accommodation facilities and within the particular facility.

luggage security procedures.

Range Statement

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.

Enterprise and room features within the establishment may include:

dining options

sporting facilities

floor facilities

operating procedures for room equipment, such as telephone or television

general services, such as laundry and valet

meal arrangements.

Enterprise procedures and security requirements for luggage may involve:

luggage marking systems

amount of luggage to be placed on trolleys or taken into lifts

procedures or designated routes for moving luggage through public areas

restrictions on areas into which luggage can be taken

order in which luggage is to be moved

procedures for dealing with heavy items

lifting and bending procedures

procedures for taking luggage from rooms

placement of luggage within rooms

group luggage procedures.

Ancillary services may include:

mail

wake-up calls

messages

organising transport

luggage pick up

paging guests

preparing guest information directories.