Unit Matrix Sample

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 applies to individuals working in a range of different departments in various hospitality industry settings.

Prepare for service.

Plan and organise tasks from organisational information.

Develop and review work schedules and liaise with team members to confirm and inform others of service requirements.

Prepare work area, equipment and supplies according to procedures to meet service requirements.

Provide service.

Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.

Offer relevant customer information on products and services.

Assist customer with choices that meet individual needs, special requests and cultural requirements.

Proactively promote, upsell and cross-sell products and services according to organisational procedures.

Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict.

Complete operational tasks.

Follow work schedules and work cooperatively as part of a team to maximise efficiency.

Follow workplace safety and hygiene procedures.

Maintain cleanliness and tidiness of work areas.

Use organisational procedures and technology for operational tasks.

Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

Complete end of shift duties.

Follow end of shift procedures.

Complete administration and reporting requirements.

Participate in debriefing and handover sessions with colleagues and suggest service improvements.

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

Reading skills to: interpret and follow a range of organisational procedures and work schedules.

Oral communication skills to: liaise with other team members about service requirements; listen and respond to diverse range of customer requests and complaints, asking questions to clarify and confirm.

Learning skills to: locate key information on organisational products and services.

Self-management skills to: integrate all technical skills within the whole service period, throughout preparation, service, and end of shift duties.

Technology skills to: use a variety of equipment for day-to-day work activities.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

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.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

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: 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.

Skills must be demonstrated in an operational hospitality environment. This can be an industry workplace or a simulated industry environment or activity set up for the purposes of assessment.

Assessment must ensure access to: organisational policies and procedures; products and services to be delivered to customers

industry realistic ratios of service staff to customers

colleagues with whom the individual can interact

Assessors must satisfy the Standards for Registered Training Organisations requirements for assessors and have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.

Supersedes and is equivalent to SITHIND004 Work effectively in hospitality service.