Apply hospitality skills in the workplace

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SITHIND002A, 'Apply hospitality skills in the workplace'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Apply hospitality skills in the workplace' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria




Organise and prepare for service.


Access appropriate workplace information in order to plan and organise tasks to be completed.


Liaise with team members and other relevant people to confirm and inform others of service requirements.


Develop and follow a work plan or schedule to maximise efficiency, taking into consideration roles and responsibilities of other team members.


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


Provide service.


Greet customers courteously and appropriately and determine their requirements for products and services.


Offer information to customers on available products and services and promote products and services where appropriate according to organisation policy and procedures.


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


Communicate effectively and work cooperatively as part of the team and according to established work plan or schedule.


Follow workplace safety and hygiene procedures according to organisation and legislative requirements.


Provide quality customer service and deal appropriately with complaints according to organisation procedures.


Identify problems, determine possible solutions and take appropriate action to resolve the situation according to job role and organisation procedures.


Where appropriate, farewell customers according to job role and organisation procedures in a manner that will encourage them to return.


Close down after service.


Complete end of service procedures according to organisation procedures, OHS requirements and environmental considerations.


Complete administration and reporting requirements.


Participate in debriefing sessions with colleagues where appropriate, identifying possible improvements.

Qualifications and Skillsets

SITHIND002A appears in the following qualifications:

  • SIT20207 - Certificate II in Hospitality