Unit of competency Outline

Date retreived
22/07/2026 7:37 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 and coordinate hospitality service

Provide and coordinate hospitality service

Unit of competency
National Code
SITHIND003A
State Code
S6421
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
01/01/2011
View on TGA
State Implementation and Classification
Approved Date
25/11/2010
Field of Education
110101 - Hospitality
Original Release Date
25/11/2010
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to provide and coordinate hospitality service to customers. The unit integrates a range of well-developed key operational and organisational skills required by service staff in hospitality organisations providing a range of organisation products and services to multiple and diverse customers. The unit brings together the skills and knowledge covered in individual units and focuses on the way these must be applied in a hospitality setting to ensure a smooth work flow and quality customer service. It incorporates preparation, service and close-down of the work area, using a range of techniques, equipment and materials. It involves taking responsibility for own outputs, working as part of a team and taking limited responsibility for the work of others.State and territory licensing requirements may apply.
Notes
Elements and Performance Criteria
1 Organise and prepare for service.
  • 1.1 Access appropriate workplace information in order to plan and organise tasks to be completed.
  • 1.2 Liaise with team members and other relevant people to confirm and inform others of service requirements.
  • 1.3 Develop and follow a work plan or schedule to maximise efficiency, taking into consideration roles and responsibilities of other team members.
  • 1.4 Prepare work area, equipment and supplies to meet service requirements according to established systems and procedures.
2 Provide service.
  • 2.1 Greet customers courteously and appropriately and determine their requirements for products and services.
  • 2.2 Offer information to customers on available products and services and assist them to make choices that meet individual needs, special requests or dietary or cultural requirements.
  • 2.3 Proactively promote, up-sell and cross-sell products and services where appropriate according to organisation policy and procedures.
  • 2.4 Use the organisation system and technology for reservations, ordering or stock control as appropriate.
  • 2.5 Provide service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
  • 2.6 Communicate effectively and work cooperatively as part of the team and according to established work plan.
  • 2.7 Follow workplace safety and hygiene procedures according to organisation and legislative requirements.
  • 2.8 Provide quality customer service, deal appropriately with complaints and use appropriate communication techniques to deal with conflict.
  • 2.9 Identify problems, determine possible solutions and take appropriate action to resolve the situation according to organisation procedures.
  • 2.10 Complete end of service procedures and farewell customers according to job role and organisation procedures in a manner that will encourage them to return.
3 Close down after service.
  • 3.1 Clear, clean or dismantle work area according to organisation procedures, OHS requirements and environmental considerations.
  • 3.2 Complete administration and reporting requirements.
  • 3.3 Review and evaluate products and services with colleagues, where appropriate, identifying possible improvements.
job role and tasks to be performed
verbal or written advice affecting job performance and service requirements
details of expected business, including customer requirements and scheduling
knowledge and availability of products, services and specials
local area knowledge and venue facilities.

safe storage of products, equipment and supplies
cleaning procedures related to work areas and equipment
debriefing sessions, including quality service reviews
restocking
preparation for the next service period.

recycling and minimising waste
responsible disposal of waste
efficient energy use
efficient water use.

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential:

collection of direct, indirect and supplementary evidence showing provision of integrated service for a minimum of 36 complete service periods (shifts) to ensure integration of skills and consistency of performance in different circumstances
ability to multi-task and respond to multiple demands and requests of a number of customers with varying requirements
ability to deal with typical issues such as workplace time constraints, late arrivals, no-shows, walk-ins and other problems or contingencies
ability to meet, greet and interact positively with multiple and diverse customers throughout the hospitality experience
ability to maintain the cleanliness and tidiness of work areas, including dealing with disposables and recyclables
ability to monitor the service process and work flow, take some responsibility for others and provide technical advice and support to a team
compliance with relevant legislative and regulatory requirements, OHS requirements
demonstrated health and safety practices.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully-operational hospitality environment, including industry-current equipment and actual products and services
presence of industry-realistic conditions such as commercial ratios of customers to staff.

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:

training record book
direct observation of the candidate providing integrated service according to established systems and procedures within a commercial hospitality setting
evaluation of customer feedback about service, including speed and timing
written or oral questions to test knowledge about service techniques, equipment and OHS requirements
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.

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.

Replaced By
State Code National Code Title Type
WF669 SITHIND301 Work effectively in hospitality service Unit of competency