SITHIND008 - Work effectively in hospitality service

Unit code:SITHIND008Study level:TAFE

Nominal hours

N/A

Location

Footscray Nicholson

Prerequisites

(Or equivalent to be determined by unit coordinator)
Co-requisites
(Corequisite units must be studied concurrently with this unit)

Overview

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. A service period 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.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

provide hospitality service to customers for a minimum of 36 complete service periods that individually or in combination involve:

interacting with and positively responding to diverse demands and requests of different customers
working with speed and efficiency to deal with numerous service and operational tasks simultaneously
identifying issues and problems, determining solutions and taking appropriate action to resolve
working cooperatively as part of a service team, monitoring the service process and workflow, and taking responsibility for own work outcomes

providing technical advice and support to other team members.

Students will also be expected to demonstrate the following knowledge:

basic organisational information:

availability of products, services and specials
details of expected business, customer requirements and scheduling
job role and tasks to be performed
local area and venue facilities
policies and procedures
staff rosters
verbal or written advice affecting job performance and service requirements

information relevant to customers:

customer loyalty programs
food menu options and specials
gaming facilities
hotel facilities
lost and found services
membership benefits
prices of products and services
prize nights and special events
product knowledge of food, alcoholic and non-alcoholic beverages

processes for undertaking common operational tasks:

communicating orders to the kitchen
ordering stock
preparing rooms for guests
processing financial transactions
providing porting services
selling and preparing drinks
selling gaming tickets
serving food and beverage
taking orders

tools and equipment to carry out common operational tasks:

ordering equipment and technology
communication devices
point-of-sale equipment
software for booking, ticketing or check-in
manual handling equipment

end of shift procedures:

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

roles and responsibilities of service team members
organisational policies and procedures for:

administration and reporting relating to:
completing financial transactions
completing work plans and schedules
handover
hygiene, health, safety and security:
completing incident, work health and safety (WHS) and maintenance reports
customer service
complaint handling.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.