This unit (SITHIND003) describes the performance outcomes, skills and knowledge required to provide effective hospitality 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 to 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 frontline operational service personnel who deal directly with customers on a daily basis. They work with very little independence and under close supervision, applying little discretion and judgement as they follow predefined organisational procedures and report discrepancies to a higher level staff member for action.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:

Contact VU Polytechnic


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and 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: - integrate technical skills and provide hospitality service to customers for a minimum of 12 complete service periods (shifts) that individually or in combination involve: interacting with and positively responding to diverse demands and requests of multiple customers throughout the service periods; working with speed and efficiency to deal with numerous service and operational tasks simultaneously; identifying issues and problems, referring to supervisor when appropriate, and participating in their resolution; working cooperatively as part of a service team, and taking limited responsibility for the service process, workflow and own work outcomes.Students will also be expected to demonstrate the following knowledge: - basic organisational information; - information relevant to customers; - common operational tasks; - end of shift procedures; - roles and responsibilities of service team members, and; - organisational policies and procedures.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.