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Shorts Toolkit

Gap Review Sample

This is an example Gap Review showing how your Interactive Motion Activities map against a VET unit of competency.

Unit codeSITHIND008
Sample activitiesReading the Customer, Handling a Complaint, Service Language Practice

Coverage Summary

1. Prepare for service

Flipbook and activities introduce preparation, customer cues, and readiness for service.

Covered
2. Provide service

Greeting, customer needs, service language, and complaints are covered. Upselling needs another story.

Partially covered
3. Complete operational tasks

Operational tasks, safety routines, and workplace technology are not yet covered in the activities.

Gap
4. Complete end of shift duties

Handover, debriefing, and end of shift reporting need a separate workplace story.

Gap

Story Suggestions

Suggesting the Right Add-On

A team member notices a customer ordering coffee before a long wait and suggests a suitable snack without pressure. The story shows how product knowledge and timing support customer needs.

Image prompt: Hospitality worker at a cafe counter politely suggesting a pastry to a customer ordering coffee during a busy service period.

Keeping the Service Area Ready

During a rush, a team member restocks cups, wipes the counter, and checks the service path stays clear. The story links operational tasks to smoother customer service.

Image prompt: Hospitality staff member restocking cups and cleaning a counter while customers wait in a bright cafe.

The Handover That Prevented a Problem

At the end of shift, one worker tells the next team member about a customer booking change and low stock item. The story shows why handover protects service quality.

Image prompt: Two hospitality workers completing a calm end of shift handover with notes at a service counter.

Observation Checklist

  1. Element 1: Observe the learner preparing work area, equipment, and supplies before service.
  2. Element 2: Observe the learner responding to customer requests and complaints using suitable communication.
  3. Element 3: Observe the learner completing operational tasks while maintaining hygiene and safety.
  4. Element 4: Observe the learner completing handover, debriefing, and end of shift reporting.
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