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Evidence Guide: SITHFAB006 - Provide room service

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

 

SITHFAB006 - Provide room service

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

Take and process room service orders.

  1. Answer telephone promptly and courteously according to organisational customer service standards.
  2. Check guest name and use throughout the interaction.
  3. Provide information, record room service order and room number and check with guests for accuracy.
  4. Use suggestive selling techniques to maximise sale.
  5. Advise guests of approximate time for delivery.
  6. Interpret room service orders received from doorknob dockets.
  7. Transfer orders promptly to the appropriate location for preparation.
Answer telephone promptly and courteously according to organisational customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check guest name and use throughout the interaction.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide information, record room service order and room number and check with guests for accuracy.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use suggestive selling techniques to maximise sale.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise guests of approximate time for delivery.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Interpret room service orders received from doorknob dockets.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Transfer orders promptly to the appropriate location for preparation.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Set up trays and trolleys.

  1. Select and prepare room service equipment and check for cleanliness and damage.
  2. Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.
  3. Collect all prepared meals and beverages promptly and in correct service order.
  4. Check prepared meals against the order and meal items for correct temperature.
Select and prepare room service equipment and check for cleanliness and damage.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Collect all prepared meals and beverages promptly and in correct service order.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check prepared meals against the order and meal items for correct temperature.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Present room service meals and beverages to guests.

  1. Request entry to guest room according to organisational procedures.
  2. Consult guests about their preferences for placement of meals.
  3. Explain the meal and place according to organisational procedures and guest preferences.
Request entry to guest room according to organisational procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Consult guests about their preferences for placement of meals.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Explain the meal and place according to organisational procedures and guest preferences.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Present room service accounts.

  1. Check guest accounts for accuracy and present according to organisational procedures.
  2. Obtain signature and charge meals to room account or accept cash payment.
  3. Promptly present cash payments to the cashier for processing.
Check guest accounts for accuracy and present according to organisational procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Obtain signature and charge meals to room account or accept cash payment.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Promptly present cash payments to the cashier for processing.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Clear room service area.

  1. Check and clear floors promptly for used room service trolleys and trays.
  2. Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.
  3. Restock station with equipment, food and beverage according to organisational procedures.
Check and clear floors promptly for used room service trolleys and trays.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Restock station with equipment, food and beverage according to organisational procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Take and process room service orders.

1.1.Answer telephone promptly and courteously according to organisational customer service standards.

1.2.Check guest name and use throughout the interaction.

1.3.Provide information, record room service order and room number and check with guests for accuracy.

1.4.Use suggestive selling techniques to maximise sale.

1.5.Advise guests of approximate time for delivery.

1.6.Interpret room service orders received from doorknob dockets.

1.7.Transfer orders promptly to the appropriate location for preparation.

2. Set up trays and trolleys.

2.1.Select and prepare room service equipment and check for cleanliness and damage.

2.2.Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.

2.3.Collect all prepared meals and beverages promptly and in correct service order.

2.4.Check prepared meals against the order and meal items for correct temperature.

3. Present room service meals and beverages to guests.

3.1.Request entry to guest room according to organisational procedures.

3.2.Consult guests about their preferences for placement of meals.

3.3.Explain the meal and place according to organisational procedures and guest preferences.

4. Present room service accounts.

4.1.Check guest accounts for accuracy and present according to organisational procedures.

4.2.Obtain signature and charge meals to room account or accept cash payment.

4.3.Promptly present cash payments to the cashier for processing.

5. Clear room service area.

5.1.Check and clear floors promptly for used room service trolleys and trays.

5.2.Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.

5.3.Restock station with equipment, food and beverage according to organisational procedures.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Take and process room service orders.

1.1.Answer telephone promptly and courteously according to organisational customer service standards.

1.2.Check guest name and use throughout the interaction.

1.3.Provide information, record room service order and room number and check with guests for accuracy.

1.4.Use suggestive selling techniques to maximise sale.

1.5.Advise guests of approximate time for delivery.

1.6.Interpret room service orders received from doorknob dockets.

1.7.Transfer orders promptly to the appropriate location for preparation.

2. Set up trays and trolleys.

2.1.Select and prepare room service equipment and check for cleanliness and damage.

2.2.Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.

2.3.Collect all prepared meals and beverages promptly and in correct service order.

2.4.Check prepared meals against the order and meal items for correct temperature.

3. Present room service meals and beverages to guests.

3.1.Request entry to guest room according to organisational procedures.

3.2.Consult guests about their preferences for placement of meals.

3.3.Explain the meal and place according to organisational procedures and guest preferences.

4. Present room service accounts.

4.1.Check guest accounts for accuracy and present according to organisational procedures.

4.2.Obtain signature and charge meals to room account or accept cash payment.

4.3.Promptly present cash payments to the cashier for processing.

5. Clear room service area.

5.1.Check and clear floors promptly for used room service trolleys and trays.

5.2.Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.

5.3.Restock station with equipment, food and beverage according to organisational procedures.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

process each of the following types of room service orders to meet guest requests on at least three different occasions:

breakfast order

lunch order from an à la carte menu

dinner order from an à la carte menu

provide room service for above room service orders within commercial timeframes and according to guest requirements

demonstrate the following procedures to organisational standards when providing room service on each of the above occasions:

knocking and announcing department

greeting guests when opening

asking for permission to enter

demonstrate ability to provide the following types of service at least twice each when providing room service to guests:

tray service

trolley service

explain process for handling the following room service situations:

dealing with non-responsive rooms

dealing with guests where it is unsafe or inappropriate to enter a room.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

food safety practices for providing room service

organisational customer service standards for room service

types of basic information required by guests:

menu choices and options

description of meal or food and beverage items

cost of items

ordering and service procedures for processing and delivering room service items

organisational processes for taking non-standard orders:

orders that add or omit ingredients

orders that respond to specific dietary requirements

room locations within the establishment

product knowledge of the room service menu and beverage list.