Unit of competency Outline

Date retreived
22/07/2026 6:51 AM AWST

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Work effectively in hospitality service

Work effectively in hospitality service

Unit of competency
National Code
SITHIND004
State Code
AWR45
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
120505 - Work Practices Programmes
Original Release Date
12/07/2016
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. It 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. 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
WF669 SITHIND301 Work effectively in hospitality service Unit of competency
Replaced By
State Code National Code Title Type
OEC54 SITHIND008 Work effectively in hospitality service Unit of competency