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Evidence Guide: SITHFAB008A - 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

 

SITHFAB008A - 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 enterprise procedures and customer service standards.
  2. Check guests' names and use them throughout the interaction.
  3. Clarify details of orders, repeat them and check with guests for accuracy.
  4. Use suggestive selling techniques where appropriate.
  5. Advise guests of approximate time for delivery.
  6. Record room service orders and check the information.
  7. Interpret room service orders received from doorknob dockets.
  8. Transfer orders promptly to the appropriate location for preparation, where required.
Answer telephone promptly and courteously according to enterprise procedures and customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check guests' names and use them throughout the interaction.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Clarify details of orders, repeat them and check with guests for accuracy.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use suggestive selling techniques where appropriate.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise guests of approximate time for delivery.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Record room service orders and check the information.

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, where required.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Set up trays and trolleys.

  1. Prepare food and beverage items for service periods.
  2. Prepare general room service equipment for use.
  3. Set up trays and trolleys appropriately according to enterprise standards for a range of meals.
  4. Select sufficient service equipment and check for cleanliness and damage.
  5. Set up trays and trolleys so that they are balanced, safe and attractively presented.
  6. Collect all food items and beverages promptly and in the right order.
  7. Check trays before leaving the kitchen and prior to entering the room, ensuring orders are complete and all items are served at the correct temperature.
Prepare food and beverage items for service periods.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Prepare general room service equipment for use.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Set up trays and trolleys appropriately according to enterprise standards for a range of meals.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Select sufficient service equipment and check for cleanliness and damage.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Set up trays and trolleys so that they are balanced, safe and attractively presented.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Collect all food items and beverages promptly and in the right order.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Check trays before leaving the kitchen and prior to entering the room, ensuring orders are complete and all items are served at the correct temperature.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Present room service meals and beverages to guests.

  1. Request entry to guests' rooms by knocking firmly on the door and announcing the department according to enterprise service standards.
  2. Enter guests' rooms upon appropriate response from guests and greet them politely and according to enterprise service standards.
  3. Consult guests about their preferences for where trays or trolleys should be placed in the room and advise them of any potential hazards.
  4. Place trays or trolleys safely and conveniently.
  5. Position furniture where required.
  6. Offer an explanation of the meal to guests where appropriate.
  7. Serve and place meals and beverages according to enterprise procedures.
Request entry to guests' rooms by knocking firmly on the door and announcing the department according to enterprise service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Enter guests' rooms upon appropriate response from guests and greet them politely and according to enterprise service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Consult guests about their preferences for where trays or trolleys should be placed in the room and advise them of any potential hazards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Place trays or trolleys safely and conveniently.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Position furniture where required.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Offer an explanation of the meal to guests where appropriate.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Serve and place meals and beverages according to enterprise procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Present room service accounts.

  1. Check guests' accounts for accuracy and present them according to enterprise procedures.
  2. Present charge accounts to guests for signing and charge to their room account or accept cash payment where tendered.
  3. Provide correct change to guests where appropriate.
  4. Promptly present cash payments to the cashier for processing and payment.
Check guests' accounts for accuracy and present them according to enterprise procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Present charge accounts to guests for signing and charge to their room account or accept cash payment where tendered.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide correct change to guests where appropriate.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Promptly present cash payments to the cashier for processing and payment.

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

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:

ability to set up and serve a variety of room service orders according to enterprise needs and within typical timeframes for the preparation and service of meals

ability to follow established legislative and enterprise procedures in the handling of food and beverages.

Context of and specific resources for assessment

Assessment must ensure:

access to fully equipped food and beverage service area and guest rooms that include industry-current equipment and actual meals and food items

access to specific equipment for room service, including:

trolleys and trays

crockery and lids

cutlery

glassware

order books and documentation or electronic ordering system

industry-realistic conditions such as typical ratios of room service staff to guest orders.

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:

direct observation of the candidate taking a room service order, preparing a room service tray and providing room service

written or oral questions to test knowledge of menu items, hotel room location and layout, enterprise tray layout and telephone protocol

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:

SITHFAB009A Provide responsible service of alcohol.

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:

ordering and service procedures for processing and delivering room service items

customer service skills for up-selling and interacting tactfully and appropriately with guests

safe work practices and hygiene issues in relation to delivery of items for room service

problem-solving skills to deal with a guest complaint

numeracy skills to check guest account and calculate change.

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

room locations within the establishment

product knowledge of the menu and wine list

structures and procedures for work flow within a food and beverage or room service location

relevant legislation relating to OHS and food hygiene

requirements of the relevant state or territory Liquor Act in relation to service of alcohol (please note that this should be covered by completion of SITHFAB009A Provide responsible service of alcohol).

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.

Information provided to guests may include:

name of service person and department

menu choices and options

specials

approximate time of delivery

description of meal or food and beverage items.

Room service equipment may include:

trays and trolleys

toasters

coffee machines

linen

cutlery, crockery and glassware

warming equipment and lids

printed materials.

Typical set-up for room service trays and trolleys may include:

butters

condiments

cereals

juices and other beverages.

Range of meals must include:

breakfast, lunch and dinner

complimentary

special requests

VIPs.