Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Organisational information includes:
availability of products, services and specials
beverage lists
current promotions, events and entertainment
details of expected business, including customer requirements and scheduling
event or function running sheets
job role and tasks to be performed
local area and venue facilities
menus
policies
procedures
staff rosters
verbal or written advice affecting job performance and service requirements.
Information to customers may involve:
current gaming promotions
customer loyalty programs
food menu options, choices and specials
gaming facilities
gymnasiums and health facilities
hotel facilities
in room services
laundry services
local area and venue facilities
lost and found services
membership benefits
prices of products and services
prize nights and special events
product knowledge of food, alcoholic and nonalcoholic beverages
raffles
room service
wine and cocktail drink list choices and specials.
Products and servicesmay include:
accommodation
food
beverage
gaming
housekeeping
reception
information
porterage.
Operational tasks may include:
checking guests in and out
communicating orders to the kitchen
ordering stock
paying out gaming winnings
processing financial transactions
processing reservations
providing valet services
selling
taking orders.
End of shift procedures include:
cleaning of work areas and equipment
debriefing including quality service reviews
preparation for the next service period
restocking
safe storage of products, equipment and supplies.
Administration and reporting requirements may include:
completing financial transactions such as reconciling takings and or floats
completing incident, work health and safety or maintenance reports
completing work plans and schedules
handover.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
integrate technical skills and provide quality hospitality service to customers for a minimum of 36 complete service periods (shifts)
interact with and positively respond to the diverse demands and requests of multiple customers throughout the service period
work with speed and efficiency to deal with numerous service and operational tasks simultaneously
identify issues and problems such as workplace time constraints, late arrivals, noshows, walkins, determine solutions and take appropriate action to resolve
work cooperatively as part of the service team, monitor the service process and workflow and take responsibility for own work outcomes
provide technical advice and support to other team members
integrate knowledge of relevant organisational policies and procedures.
Context of and specific resources for assessment
event venues and sites operated within a training organisation
servicing customers within a training organisation
Assessment must ensure use of:
a fullyoperational hospitality environment with the fixtures, large and small equipment and workplace documentation defined in the Assessment Guidelines; this can be a:
real hospitality workplace
hospitality industry environment operated within a training organisation that services customers e.g. a training restaurant for the food and bevarge context
industryrealistic ratios of service staff to customers
products and services to be delivered to customers.
Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of the individual providing integrated service according to established systems and procedures within an operational hospitality setting
evaluation of customer feedback about service, including speed and timing
written or oral questions to assess knowledge of organisational products and services and procedures
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
Since evidence must be completed across a minimum of 36 complete service periods (shifts), an integrated approach to assessing these units with other technical units required for a qualification is possible and expected.
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITHACS301 Provide valet service
SITHACS303 Provide accommodation reception services
SITHFAB303 Prepare and serve cocktails
SITHFAB307 Provide table service of food and beverage
SITHGAM302 Operate table games
SITXCCS302 Provide club reception services
SITXCCS303 Provide service to customers.