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Evidence Guide: SITHIND004 - Work effectively in hospitality 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

 

SITHIND004 - Work effectively in hospitality service

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

Prepare for service.

  1. Plan and organise tasks from organisational information.
  2. Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.
  3. Prepare work area, equipment and supplies according to procedures to meet service requirements.
Plan and organise tasks from organisational information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare work area, equipment and supplies according to procedures to meet service requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide service.

  1. Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
  2. Offer relevant customer information on products and services.
  3. Assist customer with choices that meet individual needs, special requests and cultural requirements.
  4. Proactively promote, upsell and cross-sell products and services according to organisational procedures.
  5. Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.
Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer relevant customer information on products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customer with choices that meet individual needs, special requests and cultural requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proactively promote, upsell and cross-sell products and services according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete operational tasks.

  1. Follow work schedules and work cooperatively as part of a team to maximise efficiency.
  2. Follow workplace safety and hygiene procedures.
  3. Maintain cleanliness and tidiness of work areas.
  4. Use organisational procedures and technology for operational tasks.
  5. Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
Follow work schedules and work cooperatively as part of a team to maximise efficiency.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow workplace safety and hygiene procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain cleanliness and tidiness of work areas.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use organisational procedures and technology for operational tasks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete end of shift duties.

  1. Follow end of shift procedures.
  2. Complete administration and reporting requirements.
  3. Participate in debriefing and handover sessions with colleagues and suggest service improvements.
Follow end of shift procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete administration and reporting requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in debriefing and handover sessions with colleagues and suggest service improvements.

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. Prepare for service.

1.1.Plan and organise tasks from organisational information.

1.2.Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.

1.3.Prepare work area, equipment and supplies according to procedures to meet service requirements.

2. Provide service.

2.1.Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

2.2.Offer relevant customer information on products and services.

2.3.Assist customer with choices that meet individual needs, special requests and cultural requirements.

2.4.Proactively promote, upsell and cross-sell products and services according to organisational procedures.

2.5.Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.

3. Complete operational tasks.

3.1.Follow work schedules and work cooperatively as part of a team to maximise efficiency.

3.2.Follow workplace safety and hygiene procedures.

3.3.Maintain cleanliness and tidiness of work areas.

3.4.Use organisational procedures and technology for operational tasks.

3.5.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

4. Complete end of shift duties.

4.1.Follow end of shift procedures.

4.2.Complete administration and reporting requirements.

4.3.Participate in debriefing and handover sessions with colleagues and suggest service improvements.

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. Prepare for service.

1.1.Plan and organise tasks from organisational information.

1.2.Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.

1.3.Prepare work area, equipment and supplies according to procedures to meet service requirements.

2. Provide service.

2.1.Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

2.2.Offer relevant customer information on products and services.

2.3.Assist customer with choices that meet individual needs, special requests and cultural requirements.

2.4.Proactively promote, upsell and cross-sell products and services according to organisational procedures.

2.5.Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.

3. Complete operational tasks.

3.1.Follow work schedules and work cooperatively as part of a team to maximise efficiency.

3.2.Follow workplace safety and hygiene procedures.

3.3.Maintain cleanliness and tidiness of work areas.

3.4.Use organisational procedures and technology for operational tasks.

3.5.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

4. Complete end of shift duties.

4.1.Follow end of shift procedures.

4.2.Complete administration and reporting requirements.

4.3.Participate in debriefing and handover sessions with colleagues and suggest service improvements.

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

integrate technical skills and provide hospitality service to customers for a minimum of 36 complete service periods (shifts) that individually or in combination involve:

interacting with and positively responding to diverse demands and requests of different customers

working with speed and efficiency to deal with numerous service and operational tasks simultaneously

identifying issues and problems, determining solutions and taking appropriate action to resolve

working cooperatively as part of a service team, monitoring the service process and workflow, and taking responsibility for own work outcomes

providing technical advice and support to other team members.

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

basic organisational information:

availability of products, services and specials

menus and beverage lists

current promotions, events and entertainment

details of expected business, customer requirements and scheduling

event or function running sheets

job role and tasks to be performed

local area and venue facilities

policies and procedures

staff rosters

verbal or written advice affecting job performance and service requirements

information relevant to customers:

customer loyalty programs

food menu options and specials

gaming facilities

hotel facilities:

gymnasiums and health facilities

in-room services

laundry services

room service

local area and venue facilities

lost and found services

membership benefits

prices of products and services

prize nights and special events

product knowledge of food, alcoholic and non-alcoholic beverages

raffles

common operational tasks:

communicating orders to the kitchen

ordering stock

preparing rooms for guests

processing financial transactions

providing porting services

selling and preparing drinks

selling gaming tickets

serving food and beverage

taking orders

end of shift procedures:

cleaning work areas and equipment

debriefing sessions and quality service reviews

preparation for the next service period

restocking

safe storage of products, equipment and supplies

roles and responsibilities of service team members

organisational policies and procedures for:

administration and reporting relating to:

completing financial transactions

completing work plans and schedules

handover

hygiene, health, safety and security:

completing incident, work health and safety (WHS) and maintenance reports

customer service

complaint handling.