Elements and Performance Criteria

dealing with customers and colleagues on the telephone
taking a message
accepting a simple booking
explaining a menu or wine list
taking an order
processing payment of an account or restaurant bill
providing simple information about guiding services, timetables, menus, signage, rules, check-out times and availability of tours
responding to basic requests for such things as toiletries, towels, razor, hairdryer, blanket, pillow, laundry list, 'Do Not Disturb' sign and breakfast menu
processing purchase of souvenir products
processing payment for a tourism service, e.g. day tour, accommodation or ticket
references to timetables, signage and basic rules, such as opening hours.

Good Morning
How are you?
Goodbye
May I help you?
This way please
Would you like a newspaper?
Did you have a good trip?
May I clean your room now?
Do you need another towel?
Sorry, I don't understand. Do you speak English?

public holidays and festivals
celebrations
sporting or cultural events
deaths or marriages
strikes or accidents
demonstrations
elections
weather conditions.

listening and understanding requests and comments
providing factual information, such as:
location of specific facilities, such as attractions and shopping centres
opening and closing hours
procedures and rules, such as check-in and tour pick-up
availability and cost of products and services
conducting product and service transactions
answering simple queries about products and services, including:
in-house facilities
local attractions and places of interest
shopping centres
tour desk
pick-up and drop-off point for tours
transport terminals, and taxi and other transport services
responding to requests for factual information and simple advice within scope of responsibility.

signs, maps, diagrams, forms, labels and tickets
pamphlets, timetables, charts, price tags and menus
hotel information signs and tags printed in the target language to assist where necessary
pamphlets written in the specific language
menus written in the specific language
signs written in the specific language
international signage, such as 'No Smoking' signs.

how to get to restrooms, car park, restaurant, bistro, bar, pool or gym
how to get to tour pick-up point
how to use key to open hotel room and operate lights
how to use telephone
basic details of guided tours
house rules
how the hotel laundry service operates
how facilities work, such as alarm clock, safe, air conditioning and maid service
where facilities are located, such as attractions and rides at a theme park, and general transport
where to go to catch a tour bus or taxi
where to go to purchase everyday goods, such as medication and sunscreen
where to go to purchase everyday services, such as post office and tour services
advising check-in and check-out procedures and times.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
There are three critical considerations for the assessment of this unit.
This unit can be used to assess basic oral proficiency in any language other than English. Assessment must be customised to the requirements of a particular language.
Assessment should not only focus on the language being assessed but must also incorporate the practical customer service requirements of the tourism or hospitality industry, i.e. the assessment of language must be conducted while the candidate is carrying out typical tourism or hospitality vocational activities.
This unit can apply to any tourism and hospitality sector, workplace and circumstance. Assessment activities must ensure that the use of a specific language is contextualised and linked to vocational activities which are relevant to the particular tourism or hospitality sector and workplace. For example, if assessment is linked to restaurant service, language usage should relate to a restaurant.

Evidence of the following is essential:

ability to use appropriate courtesy expressions, give simple factual supporting information and clarify information by asking simple factual questions in a language other than English
ability to accurately identify and respond to customer needs, provide routine information and maintain communication with customers and colleagues in relation to routine transactions.

Context of and specific resources for assessment

Assessment must ensure:

operational conditions of a tourism or hospitality customer service environment
that the person being assessed is undertaking typical tourism or hospitality workplace activities, such as preparing and serving beverages, providing site information and assistance, selling merchandise or tourism products or services. serving food, checking in while using the language being assessed
provision of services to customers within typical workplace time constraints
use of relevant and current tourism and hospitality materials and equipment, including timetables, brochures, menus, tour desks, check-in desks and restaurant equipment

use of resources which would be commonly used to assist workplace communication, including:

phrase books
dictionaries
language mats
maps
pamphlets
menus
signs written in the specific language
international signage, such as 'No Smoking' signs.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

oral testing of conversational language use (note: this should not be the sole method of assessment)
direct observation of the candidate communicating in a language other than English in a customer service environment while undertaking typical workplace activities
review of visual aids prepared by the candidate to assist verbal communication
written and oral questioning or interview to test knowledge of the culture, social and cultural conventions and cross-cultural communication requirements associated with the language
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITHACS001A Provide accommodation reception services
SITHFAB002A Operate a bar
SITHFAB004A Provide food and beverage service
SITXCCS001A Provide visitor information.

Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.