Elements and Performance Criteria

RANGE STATEMENT
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.
Policies and procedures
Work is carried out in accordance with workplace procedures, licensing requirements and legislative requirements
Workplace information
Workplace information can include:
Standard Operating Procedures (SOPs)
workplace policy and procedures in regard to coordinating winery hospitality activities
specifications
work notes
instructions or verbal direction from manager, supervisor or senior staff
Cellar door
Cellar door may vary according to:
size
type
location
Customers
Customers may include:
regular, new, external or enterprise personnel
people from a range of social, cultural or ethnic backgrounds and physical and mental abilities. English may not be their first language. Buying and ordering experience and expertise may vary. Customer needs and requests may vary
Products
Products may include:
wines and spirits and associated merchandise (e.g. corkscrews and glasses)
a range of enterprise promotional merchandise (e.g. clothing and souvenirs)
associated regional and tourism products (e.g. postcards, art and craft objects)
Team members
Team members may include:
people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Staff
Staff may:
be full time, part time or casual
work in other areas of the enterprise
Trading and working conditions
Trading and other working conditions may be:
routine, busy or quiet
Information systems
Information systems may be:
print or screen based
Hospitality activities
Hospitality activities may include:
specialist tastings
winery and/or site tours
functions
dinners
festivals
races
promotions outside the winery
Suppliers
Suppliers may include:
suppliers of food and catering equipment (e.g. marquees, portable toilets, music, other entertainment, promotional material and specialist skills, such as first aid)
internal enterprise functions, such as departments or individual staff providing products, specialist knowledge, specialist tastings, winery and/or site tours
Services
Services may include:
power
gas
water
sewerage
Support materials
Support materials may include:
promotional leaflets
menus
programs
napkins
Facilities
Hospitality facilities may include:
toilets and washrooms
drinks
seating
refreshments and meals
Special requests
Special requests may include:
presentations
winemaker or senior staff member to host
particular wine and food requests
live entertainment
additional facilities
liaison with other companies

EVIDENCE GUIDE
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
Assessment must be carried out in a manner that recognises the cultural and literacy requirements of the assessee and is appropriate to the work performed. Competence in this unit must be achieved in accordance with food safety standards and regulations.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of ability to:
correctly interpret promotional schedules to establish schedule of hospitality events
establish resources required for hospitality event
establish supply of services and resources appropriate to each hospitality event, including pricing
correctly handle customer requests, bookings and ad-hoc requests
prepare schedules, briefing notes and other support materials for staff, suppliers and guests
conduct efficient and appropriate coordination of services, products and activities for hospitality events
deal effectively with problems and special requests during activities
establish evaluation procedures for customers, suppliers and staff
use results of evaluations to improve future activities.
Context of and specific resources for assessment
Assessment must occur in a real or simulated workplace where the assessee has access to:
personal protective clothing and equipment as required
work procedures, including advice on company practices, safe work practices, food safety, quality and environmental requirements
instructions, information, specifications and schedules as required
equipment, services and corresponding information as required
products and materials as required
internal and external customers and suppliers as required
cleaning procedures, materials and equipment as required
documentation and recording requirements and procedures.
Method of assessment
This unit should be assessed together with other units of competency relevant to the function or work role.
Guidance information for assessment
To ensure consistency in one's performance, competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances, cases and responsibilities, and where possible, over a number of assessment activities.