Unit of competency Outline
Date retreived
22/07/2026 8:03 AM AWST
22/07/2026 8:03 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 room service
Provide room service
Unit of competency
National Code
SITHFAB008A
SITHFAB008A
State Code
S6389
S6389
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
30/10/2008
Field of Education
110101 - Hospitality
Original Release Date
30/10/2008
Nominal Hours
15
Description
This unit describes the performance outcomes, skills and knowledge required to provide room service in commercial accommodation establishments. Some States and Territories may have legislative requirements in relation to service of alcohol.
Notes
Elements and Performance Criteria
1 Take and process room service orders.
- 1.1 Answer telephone promptly and courteously according to enterprise procedures and customer service standards.
- 1.2 Check guests' names and use them throughout the interaction.
- 1.3 Clarify details of orders, repeat them and check with guests for accuracy.
- 1.4 Use suggestive selling techniques where appropriate.
- 1.5 Advise guests of approximate time for delivery.
- 1.6 Record room service orders and check the information.
- 1.7 Interpret room service orders received from doorknob dockets.
- 1.8 Transfer orders promptly to the appropriate location for preparation, where required.
2 Set up trays and trolleys.
- 2.1 Prepare food and beverage items for service periods.
- 2.2 Prepare general room service equipment for use.
- 2.3 Set up trays and trolleys appropriately according to enterprise standards for a range of meals.
- 2.4 Select sufficient service equipment and check for cleanliness and damage.
- 2.5 Set up trays and trolleys so that they are balanced, safe and attractively presented.
- 2.6 Collect all food items and beverages promptly and in the right order.
- 2.7 Check trays before leaving the kitchen and prior to entering the room, ensuring orders are complete and all items are served at the correct temperature.
3 Present room service meals and beverages to guests.
- 3.1 Request entry to guests' rooms by knocking firmly on the door and announcing the department according to enterprise service standards.
- 3.2 Enter guests' rooms upon appropriate response from guests and greet them politely and according to enterprise service standards.
- 3.3 Consult guests about their preferences for where trays or trolleys should be placed in the room and advise them of any potential hazards.
- 3.4 Place trays or trolleys safely and conveniently.
- 3.5 Position furniture where required.
- 3.6 Offer an explanation of the meal to guests where appropriate.
- 3.7 Serve and place meals and beverages according to enterprise procedures.
4 Present room service accounts.
- 4.1 Check guests' accounts for accuracy and present them according to enterprise procedures.
- 4.2 Present charge accounts to guests for signing and charge to their room account or accept cash payment where tendered.
- 4.3 Provide correct change to guests where appropriate.
- 4.4 Promptly present cash payments to the cashier for processing and payment.
5 Clear room service area.
- 5.1 Check and clear floors promptly for used room service trolleys and trays.
- 5.2 Return trays and trolleys to the room service area and dismantle and clean according to enterprise procedures.
- 5.3 Restock station with equipment, food and beverage according to enterprise procedures.
RANGE STATEMENT
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 in the performance criteria is detailed below.
Information provided to guests may include:
name of service person and department
menu choices and options
specials
approximate time of delivery
description of meal or food and beverage items.
Room service equipment may include:
trays and trolleys
toasters
coffee machines
linen
cutlery, crockery and glassware
warming equipment and lids
printed materials.
Typical set-up for room service trays and trolleys may include:
butters
condiments
cereals
juices and other beverages.
Range of meals must include:
breakfast, lunch and dinner
complimentary
special requests
VIPs.
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 in the performance criteria is detailed below.
Information provided to guests may include:
name of service person and department
menu choices and options
specials
approximate time of delivery
description of meal or food and beverage items.
Room service equipment may include:
trays and trolleys
toasters
coffee machines
linen
cutlery, crockery and glassware
warming equipment and lids
printed materials.
Typical set-up for room service trays and trolleys may include:
butters
condiments
cereals
juices and other beverages.
Range of meals must include:
breakfast, lunch and dinner
complimentary
special requests
VIPs.
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
ability to set up and serve a variety of room service orders according to enterprise needs and within typical timeframes for the preparation and service of meals
ability to follow established legislative and enterprise procedures in the handling of food and beverages.
Context of and specific resources for assessment
Assessment must ensure:
access to fully equipped food and beverage service area and guest rooms that include industry-current equipment and actual meals and food items
access to specific equipment for room service, including:
trolleys and trays
crockery and lids
cutlery
glassware
order books and documentation or electronic ordering system
industry-realistic conditions such as typical ratios of room service staff to guest orders.
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:
direct observation of the candidate taking a room service order, preparing a room service tray and providing room service
written or oral questions to test knowledge of menu items, hotel room location and layout, enterprise tray layout and telephone protocol
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:
SITHFAB009A Provide responsible service of alcohol.
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.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
ability to set up and serve a variety of room service orders according to enterprise needs and within typical timeframes for the preparation and service of meals
ability to follow established legislative and enterprise procedures in the handling of food and beverages.
Context of and specific resources for assessment
Assessment must ensure:
access to fully equipped food and beverage service area and guest rooms that include industry-current equipment and actual meals and food items
access to specific equipment for room service, including:
trolleys and trays
crockery and lids
cutlery
glassware
order books and documentation or electronic ordering system
industry-realistic conditions such as typical ratios of room service staff to guest orders.
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:
direct observation of the candidate taking a room service order, preparing a room service tray and providing room service
written or oral questions to test knowledge of menu items, hotel room location and layout, enterprise tray layout and telephone protocol
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:
SITHFAB009A Provide responsible service of alcohol.
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.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| E2094 | THHBFB08B | Provide room service | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WF637 | SITHFAB205 | Provide room service | Unit of competency |
