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Evidence Guide: SITHFAB205 - 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

 

SITHFAB205 - 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 names and use them throughout the interaction.
  3. Provide information, record room service orders 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 names and use them throughout the interaction.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

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:

 

 

 

 

 

 

 

Select service equipment and check for cleanliness and damage.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Consult guests about their preferences for placement of meals.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Explain the meal and place meals 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

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the ability to:

process diverse room service orders to meet the requirements of multiple and diverse guest requests

provide room service for multiple service periods

work with speed and efficiency to process and deliver room service orders

integrate knowledge of:

customer service standards for room service

ordering and service procedures for room service

product knowledge of the menu and beverage list.

Context of and specific resources for assessment

Assessment must ensure use of:

a hospitality accommodation business for which room service is provided with the specific equipment for providing room service as defined in the Assessment Guidelines; this may be a:

real industry workplace

simulated industry environment such as a training hotel servicing guests

industryrealistic ratios of service staff to guests

meals to be delivered to guest rooms.

Method 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 individual taking a room service order, preparing a room service tray and providing room service

written or oral questioning to assess knowledge of menu items, hotel room location and layout, customer service standards and room service procedures

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

BSBWOR203B Work effectively with others

SITXCCS202 Interact with customers

SITXWHS101 Participate in safe work practices.

Required Skills and Knowledge

Required skills

communication skills including active listening and open and closed probe questioning to:

interact with guests in a polite and friendly manner

determine guest preferences and offer suitable products

provide clear and accurate information tailored to the guest

initiative and enterprise skills to upsell room service items

literacy skills to:

read and comprehend room service menus and price lists

write clear room service orders and billing information

numeracy skills to:

calculate the cost of room service orders

calculate the number of room service orders for a meal service period and determine the number of trolleys for set up

planning and organising skills to sequence the preparation and delivery of room service meals to efficiently serve guests

problem-solving skills to identify deficiencies in room service items and correct before delivery

self-management skills to manage own speed, timing and productivity

teamwork skills to work with kitchen and accounting staff to organise cooking and billing of room service items

technology skills to use the in-house telephone systems, kitchen ordering and billing system.

Required knowledge

organisational standards for room service

ordering and service procedures for processing and delivering room service items

room locations within the establishment

product knowledge of the room service menu and beverage list.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information provided to guests may include:

costs

description of meal or food and beverage items

menu choices and options

name of service person and department.

Room service equipment may include:

coffee plunger

cutlery, crockery and glassware

linen

promotional materials

serving trays and lids

tea and coffee pots

toasters

trolleys

warming equipment:

heated plates

hot serving utensils.