Unit of competency Outline

Date retreived
23/07/2026 7:32 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide room service

Provide room service

Unit of competency
National Code
SITHFAB006
State Code
AWR84
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
03/03/2016
View on TGA
State Implementation and Classification
Approved Date
12/07/2016
Field of Education
110101 - Hospitality
Original Release Date
12/07/2016
Nominal Hours
15
Description
This unit describes the performance outcomes, skills and knowledge required to identify the ramifications of a crisis on a customer and to respond with assistance and support. It requires the ability to identify and interpret information relevant to the crisis, provide customer crisis care, and organise operational services to assist the customer in crisis.The crisis would be significant and could involve the death, injury, illness or psychological trauma of a customer. It does not cover more operational circumstances, such as the loss of travel documents, passports and money.This unit applies to individuals who operate independently or with limited guidance from others. This includes senior tour coordinators, senior travel consultants, hotel duty managers, guides, and tour managers who are able to use significant discretion and judgement to respond to customer crises.The unit applies to all tourism, travel, hospitality and event sectors. It has particular application to accommodation providers, tour operators, travel agencies and inbound tour operators.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Take and process room service orders.
  • 1.1.Answer telephone promptly and courteously according to organisational customer service standards.
  • 1.2.Check guest name and use throughout the interaction.
  • 1.3.Provide information, record room service order and room number and check with guests for accuracy.
  • 1.4.Use suggestive selling techniques to maximise sale.
  • 1.5.Advise guests of approximate time for delivery.
  • 1.6.Interpret room service orders received from doorknob dockets.
  • 1.7.Transfer orders promptly to the appropriate location for preparation.
2. Set up trays and trolleys.
  • 2.1.Select and prepare room service equipment and check for cleanliness and damage.
  • 2.2.Set up trays and trolleys according to organisational standards and the type of meal, and check for balance and safety.
  • 2.3.Collect all prepared meals and beverages promptly and in correct service order.
  • 2.4.Check prepared meals against the order and meal items for correct temperature.
3. Present room service meals and beverages to guests.
  • 3.1.Request entry to guest room according to organisational procedures.
  • 3.2.Consult guests about their preferences for placement of meals.
  • 3.3.Explain the meal and place according to organisational procedures and guest preferences.
  • 3.4.Minimise disruption to other customers and maintain their services.
  • 3.5.Organise operational services to assist customer in crisis.
  • 3.6.Involve key people in managing customer crisis and integrate their perspectives.
  • 3.7.Provide explicit details of progress with and final confirmations of operational services to customer and other key people.
4. Present room service accounts.
  • 4.1.Check guest accounts for accuracy and present according to organisational procedures.
  • 4.2.Obtain signature and charge meals to room account or accept cash payment.
  • 4.3.Promptly present cash payments to the cashier for processing.
  • 4.4.Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis.
5. Clear room service area.
  • 5.1.Check and clear floors promptly for used room service trolleys and trays.
  • 5.2.Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.
  • 5.3.Restock station with equipment, food and beverage according to organisational procedures.
No information
No information
Replaces
State Code National Code Title Type
WF637 SITHFAB205 Provide room service Unit of competency
Replaced By
State Code National Code Title Type
OEB30 SITHFAB026 Provide room service Unit of competency