Unit of competency Outline

Date retreived
22/07/2026 10:10 AM AWST

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Work effectively in hospitality service

Work effectively in hospitality service

Unit of competency
National Code
SITHIND008
State Code
OEC54
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
10/06/2022
View on TGA
State Implementation and Classification
Approved Date
18/10/2022
Field of Education
120505 - Work Practices Programmes
Original Release Date
18/10/2022
Nominal Hours
20
Description
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.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare for service.
  • 1.1. Plan and organise tasks from organisational information.
  • 1.2. Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.
  • 1.3. Prepare work area, equipment and supplies according to procedures to meet service requirements.
2. Provide service.
  • 2.1. Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
  • 2.2. Offer relevant customer information on products and services.
  • 2.3. Assist customer with choices that meet individual needs, special requests and cultural requirements.
  • 2.4. Proactively promote, upsell and cross-sell products and services according to organisational procedures.
  • 2.5. Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.
3. Complete operational tasks.
  • 3.1. Follow work schedules and work cooperatively as part of a team to maximise efficiency.
  • 3.2. Follow workplace safety and hygiene procedures.
  • 3.3. Maintain cleanliness and tidiness of work areas.
  • 3.4. Use organisational procedures and technology for operational tasks.
  • 3.5. Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
4. Complete end of shift duties.
  • 4.1. Follow end of shift procedures.
  • 4.2. Complete administration and reporting requirements.
  • 4.3. Participate in debriefing and handover sessions with colleagues and suggest service improvements.
No information
No information
Replaces
State Code National Code Title Type
AWR45 SITHIND004 Work effectively in hospitality service Unit of competency