This qualification reflects the role of skilled operators who use a broad range of hospitality skills combined with sound knowledge of industry operations. They operate independently or with limited guidance from others and use discretion to solve non-routine problems. Many individuals have supervisory responsibilities and plan, monitor and evaluate the work of team members.
This qualification provides a pathway to work as a team leader or supervisor in hospitality organisations such as restaurants, hotels, catering operations, clubs, pubs, cafes and coffee shops.
Possible job titles include:
bar supervisor or team leader
food and beverage supervisor or team leader
forecast analyst (accommodation services)
front office supervisor or team leader
housekeeping supervisor or team leader
gaming supervisor or team leader
21 units must be completed:
10 core units
11 elective units, consisting of:
7 units from the list below
4 units from the list below, elsewhere in SIT12 Training Package, or any other current Training Package or accredited course.
The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.
SITHGAM301 Analyse and report on gaming machine data
SITXHRM401 Roster staff
SITXINV301 Purchase goods
SITXWHS301 Identify hazards, assess and control safety risks
This qualification is suitable for an Australian Apprenticeship pathway.
Pathways into the qualification
Individuals may enter SIT40312 Certificate IV in Hospitality with limited or no vocational experience and without a lower level qualification. However, it is strongly recommended that individuals undertake lower level qualifications, and/or gain industry experience prior to entering the qualification.
Pathways from the qualification
After achieving SIT40312 Certificate IV in Hospitality, individuals could progress to SIT50312 Diploma of Hospitality, or to Diploma qualifications in any service industry field.
There are no entry requirements for this qualification.
No licensing, legislative, regulatory or certification requirements apply to this qualification at the time of endorsement.
Industry/enterprise requirements for this qualification include:
Providing briefings to operational staff; seeking feedback from colleagues and customers on operational and service issues; anticipating and determining customer preferences and expectations to provide professional and personalised customer service experiences, managing team member and customer conflict sensitively, courteously and discreetly; empathising and negotiating acceptable solutions to team member and customer problems and complaints.
Initiative and enterprise
Proactively consulting with colleagues about ways to improve operational and service efficiency; providing feedback to managers to inform future planning; participating in continuous improvement by reporting success or deficiencies of hospitality products and services; suggesting ideas for new or improved products and increased profitability.
Knowing sources of new information on the hospitality industry; being aware of opportunities to learn and participating in hospitality industry professional development activities; supporting team members to learn.
Planning and organising
Monitoring operational efficiency and service levels through close contact with day to day work operations; assessing current team member workloads and scheduling work to maximise operational efficiency and customer service quality; assessing operational and service workflow and assisting team members to prioritise workload to deliver a positive service outcome for hospitality customers.
Identifying and assessing operational and service issues, discussing and suggesting solutions with managers; initiating short term action to resolve immediate operational or service problems; taking responsibility for resolving escalated customer complaints or requesting assistance from managers to resolve issues; using discretion and judgement as well as predetermined policies and procedures to guide solutions to operational and service problems.
Understanding legal compliance issues and providing advice to team members; organising and selfdirecting own work priorities to deliver hospitality sales and service; taking responsibility for implementing predetermined policies and procedures for a range of practices including conflict management, customer service, workplace health and safety; leading and managing a team of individuals, monitoring workplace operations and service delivery; proactively seeking feedback and advice on improving team leader skills.
Motivating and leading teams; providing instructions, support and coaching; planning work operations to take account of team member strengths; proactively sharing information, knowledge and experiences with team members.
Understanding the operating capability of, selecting and using equipment, computer systems, software and information systems that assist in hospitality sales and service activities.