SITHIND008 - Work effectively in hospitality service

Unit code: SITHIND008 | 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 work effectively in a hospitality environment and provide 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 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 those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.

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 36 complete service periods 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.

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
  • 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
  • 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
  • processes for undertaking 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
  • 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 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.

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):

Advanced Diploma of Hospitality Management
SIT60322 | Advanced diploma | Duration:
Certificate III in Hospitality
SIT30622 | Certificate iii | Duration:
Diploma of Hospitality Management
SIT50422 | Diploma | 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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