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.
Organisation and room features in the establishment may include:
facilities:
dining
floor facilities
laundry
sporting
valet
operating procedures:
room equipment.
Organisational procedures and security requirements for luggage may relate to:
organisation specific procedures:
group luggage
marking systems
order in which luggage is to be moved
placement of luggage within rooms or storage
taking luggage from rooms
safety and security considerations:
amount of luggage to be placed on trolleys or taken into lifts
lifting and bending procedures
procedures or designated routes for moving luggage through public areas
restrictions on areas into which luggage can be taken
procedures for dealing with heavy items.
Hygiene hazardsmay include:
contaminating food contact surfaces
use of poor personal hygiene practices:
blowing nose
coughing
drinking
eating
scratching skin and hair
sneezing
spitting.
Ancillary services may include:
mail
messages
organising transport
paging guests
preparing guest information directories
wakeup calls.

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:
interpret portering requirements from systems or documentation and plan accordingly
follow procedures for the safe movement and storage of luggage
move and store multiple luggage items to meet varying operational and service needs within
typical workplace time constraints
interact positively with customers and provide clear and accurate information.
Context of and specific resources for assessment
Assessment must ensure use of:
an operational accommodation environment; this can be a:
real industry workplace
simulated industry environment such as a training hotel
luggage and luggage moving equipment
industry-realistic systems or documentation for managing the movement and storage of luggage
in an accommodation venue
other people with whom the individual can interact.
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 carrying and loading luggage safely or answering customer
requests
use of roleplays to assess ability to deal with differing customer queries, requests or
complaints
use of case studies to complete arrival or departure luggage processes and documentation for
different customer scenarios
oral or written questioning to assess knowledge of typical portering procedures and systems
review of portfolios of evidence and thirdparty workplace reports
Guidance information for assessment
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:
BSBCMM201A Communicate in the workplace
SITXCCS201 Provide visitor information
SITXCCS202 Interact with customers.