SITHIND007 - Use hospitality skills effectively

Unit code: SITHIND007 | Study level: TAFE
Nominal hours:
N/A
Location
Footscray Nicholson
Prerequisites
N/A
Overview
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Overview

This unit describes the performance outcomes, skills and knowledge required to provide effective hospitality service to customers during service periods.
It requires the ability to integrate a range of individual technical skills while dealing with numerous sales, service or operational tasks simultaneously to meet the needs of multiple and diverse customers. A service period incorporates preparation, service and end of service tasks.
The unit applies to individuals working in a range of different departments such as accommodation services, food and beverage, gaming operations and housekeeping, in various hospitality industry settings, including bars, hotels, cafes, restaurants, clubs, pubs and motels.It applies to frontline operational service personnel who deal directly with customers on a daily basis. They work with very little independence and under close supervision, applying little discretion and judgement as they follow predefined organisational procedures and report discrepancies to a higher level staff member for action.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

  • provide hospitality service to customers for a minimum of 12 complete service periods that individually or in combination involve:
    • interacting with and positively responding to diverse demands and requests of multiple customers throughout the service periods
    • working with speed and efficiency to deal with numerous service and operational tasks simultaneously
    • identifying issues and problems, referring to supervisor when appropriate, and participating in their resolution
    • working cooperatively as part of a service team, and taking limited responsibility for the service process, workflow and own work outcomes.

Students will also be expected to demonstrate the following knowledge:

  • basic organisational information:
    • availability of products, services and specials
    • 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:
    • current promotions, events and entertainment
    • customer loyalty programs
    • food menu options and specials
    • gaming facilities
    • hotel facilities
    • local area and venue facilities
    • lost and found services
    • membership benefits
    • prices of products and services
    • products including food, alcoholic and non-alcoholic beverages
    • special events
    • wine and cocktail drink list choices and specials
  • common operational tasks:
    • communicating orders to the kitchen
    • ordering stock
    • preparing rooms for guests
    • processing financial transactions
    • providing porter services
    • selling and preparing drinks
    • selling gaming tickets
    • serving food and beverage
    • taking orders
  • tools and equipment to carry out common operational tasks:
    • ordering equipment and technology
    • communication devices
    • point-of-sale equipment
    • software for booking, ticketing or check-in
    • manual handling equipment
    • end of shift procedures:
    • cleaning work areas and equipment
    • debriefing session and quality service reviews
    • preparing for the next service period
    • restocking
    safely storing products, equipment and materials
  • 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.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.

As part of a course

This unit is studied as part of the following course(s):

Certificate II in Hospitality
SIT20322 | Certificate ii | Duration:

Refer to the course page for information on how to apply for the course. VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.

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