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Evidence Guide: SITHIND202 - Use hospitality skills effectively

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

 

SITHIND202 - Use hospitality skills effectively

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. Discuss and confirm service requirements with supervisors.
  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:

 

 

 

 

 

 

 

Discuss and confirm service requirements with supervisors.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

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Provide service.

  1. Greet customers courteously and determine their requirements for products and services.
  2. Offer customer information and promote products and services according to organisational procedures.
  3. Interact with customers using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
  4. Resolve routine customer problems according to individual empowerment and organisational policy.
Greet customers courteously and determine their requirements for products and services.

Completed
Date:

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Offer customer information and promote products and services according to organisational procedures.

Completed
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Interact with customers using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve routine customer problems according to individual empowerment and organisational policy.

Completed
Date:

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Complete operational tasks.

  1. Follow work schedules and work cooperatively as part of the team to maximise efficiency.
  2. Follow workplace safety and hygiene procedures.
  3. Maintain the cleanliness and tidiness of work areas.
  4. Use organisational procedures and technology to complete operational tasks.
  5. Identify problems and report operational issues as they arise.
Follow work schedules and work cooperatively as part of the team to maximise efficiency.

Completed
Date:

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Follow workplace safety and hygiene procedures.

Completed
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Maintain the cleanliness and tidiness of work areas.

Completed
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Use organisational procedures and technology to complete operational tasks.

Completed
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Identify problems and report operational issues as they arise.

Completed
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Complete end of shift duties.

  1. Follow end of shift procedures.
  2. Complete administration and reporting requirements.
  3. Provide customer feedback to relevant supervisors or managers.
Follow end of shift procedures.

Completed
Date:

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Complete administration and reporting requirements.

Completed
Date:

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Provide customer feedback to relevant supervisors or managers.

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:

integrate technical skills and provide effective hospitality service to customers for a minimum of 12 complete service periods (shifts)

interact with and positively respond to the diverse demands and requests of multiple customers throughout the service period

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

identify issues and problems such as workplace time constraints, late arrivals, noshows, walkins, refer to supervisors and participate in their resolution

work cooperatively as part of the service team and take limited responsibility for the service process, workflow and own work outcomes

integrate knowledge of relevant organisational policies and procedures.

Context of and specific resources for assessment

Assessment must ensure use of:

a fullyoperational hospitality environment with the fixtures, large and small equipment and workplace documentation defined in the Assessment Guidelines; this can be a:

real hospitality workplace

hospitality industry environment operated within a training organisation that services customers e.g. a training restaurant for the food and beverage context

industryrealistic ratios of service staff to customers

products and services to be delivered to customers.

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 providing integrated service according to established systems and procedures within an operational hospitality setting

evaluation of customer feedback about service including speed and timing

written or oral questions to assess knowledge of organisational products and services and procedures

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

Guidance information for assessment

Since evidence must be completed across a minimum of 12 complete service periods (shifts), an integrated approach to assessing these units with other technical units required for a qualification is possible and expected.

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:

SITHACS201 Provide housekeeping services to guests

SITHACS202 Prepare rooms for guests

SITHACS204 Provide porter services

SITHFAB202 Operate a bar

SITHFAB206 Serve food and beverage

SITHGAM202 Attend gaming machines

SITHGAM203 Operate a TAB outlet

SITXCCS202 Interact with customers.

Required Skills and Knowledge

Required skills

communication skills to:

discuss and confirm service requirements with supervisors

provide customer information and listen to and interpret customer requests

literacy skills to read and comprehend procedures and work schedules

numeracy skills to:

calculate time to complete operational tasks

service customers within expected timelines

planning and organising skills to follow work schedules to maximise efficiency and work within timelines

problem-solving skills to identify workplace problems and to refer to supervisors

self-management skills to integrate all technical skills within the whole service period including preparation, service, and end of shift duties

teamwork skills to work cooperatively as part of a team

technology skills to use a variety of equipment for day-to-day work activities.

Required knowledge

roles and responsibilities of different service team members

organisational policies and procedures for:

administrative reporting

hygiene, health, safety and security

customer service

complaint handling

full details of organisational products, services, facilities, current promotions, events and entertainment.

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.

Organisational information may include:

availability of products, services and specials

beverage lists

current promotions, events and entertainment

details of expected business, including customer requirements and scheduling

event or function running sheets

job role and tasks to be performed

local area and venue facilities

menus

policies

procedures

staff rosters

verbal or written advice affecting job performance and service requirements.

Products and servicesmay include:

accommodation

food

beverage

gaming

housekeeping

reception

information

portering.

Information to customers may involve:

current gaming promotions

customer loyalty programs

food menu options, choices and specials

gaming facilities

gymnasiums and health facilities

hotel facilities

in room services

laundry services

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 nonalcoholic beverages

raffles

room service

wine and cocktail drink list choices and specials.

Operational tasks may include:

communicating orders to the kitchen

ordering stock

preparing rooms for guests

processing financial transactions

providing portering services

selling and preparing drinks

selling gaming tickets

serving food and beverage

taking orders.

End of shift procedures may include:

cleaning procedures related to work areas and equipment

debriefing sessions, including quality service reviews

preparation for the next service period

restocking

safe storage of products, equipment and materials.

Administration and reporting requirements may include:

completing financial transactions such as reconciling takings and or floats

completing incident, Work Health and Safety (WHS) or maintenance reports

completing work plans and schedules

handover.