Unit of competency Outline

Date retreived
23/07/2026 2:00 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide room service

Provide room service

Unit of competency
National Code
SITHFAB205
State Code
WF637
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
05/06/2013
Field of Education
110101 - Hospitality
Original Release Date
05/06/2013
Nominal Hours
15
Description
This unit describes the performance outcomes, skills and knowledge required to provide room service in accommodation establishments. It requires the ability to take orders, set up room service trolleys, deliver meals, process accounts and clear used meal service items.
Notes
Elements and Performance Criteria
1. Take and process room service orders.
  • 1.1 Answer telephone promptly and courteously according to organisational customer service standards.
  • 1.2 Check guest names and use them throughout the interaction.
  • 1.3 Provide information, record room service orders and check with guests for accuracy.
  • 1.4 Use suggestive selling techniques to maximise sale.
  • 1.5 Advise guests of approximate time for delivery.
  • 1.6 Interpret room service orders received from doorknob dockets.
  • 1.7 Transfer orders promptly to the appropriate location for preparation.
2. Set up trays and trolleys.
  • 2.1 Prepare general room service equipment for use.
  • 2.2 Set up trays and trolleys according to organisational standards and the type of meal and check for balance and safety.
  • 2.3 Select service equipment and check for cleanliness and damage.
  • 2.4 Collect all prepared meals and beverages promptly and in correct service order.
  • 2.5 Check trays against the order and meal items for correct temperature.
3. Present room service meals and beverages to guests.
  • 3.1 Request entry to guest room according to service standards.
  • 3.2 Consult guests about their preferences for placement of meals.
  • 3.3 Explain the meal and place meals according to organisational procedures and guest preferences.
4. Present room service accounts.
  • 4.1 Check guest accounts for accuracy and present according to organisational procedures.
  • 4.2 Obtain signature and charge meals to room account or accept cash payment.
  • 4.3 Promptly present cash payments to the cashier for processing.
5. Clear room service area.
  • 5.1 Check and clear floors promptly for used room service trolleys and trays.
  • 5.2 Return trays and trolleys to room service area and dismantle and clean according to organisational procedures.
  • 5.3 Restock station with equipment, food and beverage according to organisational procedures.
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.
Information provided to guests may include:
costs
description of meal or food and beverage items
menu choices and options
name of service person and department.
Room service equipment may include:
coffee plunger
cutlery, crockery and glassware
linen
promotional materials
serving trays and lids
tea and coffee pots
toasters
trolleys
warming equipment:
heated plates
hot serving utensils.
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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
process diverse room service orders to meet the requirements of multiple and diverse guest requests
provide room service for multiple service periods
work with speed and efficiency to process and deliver room service orders
integrate knowledge of:
customer service standards for room service
ordering and service procedures for room service
product knowledge of the menu and beverage list.
Context of and specific resources for assessment
Assessment must ensure use of:
a hospitality accommodation business for which room service is provided with the specific equipment for providing room service as defined in the Assessment Guidelines; this may be a:
real industry workplace
simulated industry environment such as a training hotel servicing guests
industryrealistic ratios of service staff to guests
meals to be delivered to guest rooms.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of the individual taking a room service order, preparing a room service tray and providing room service
written or oral questioning to assess knowledge of menu items, hotel room location and layout, customer service standards and room service procedures
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
BSBWOR203B Work effectively with others
SITXCCS202 Interact with customers
SITXWHS101 Participate in safe work practices.
Replaces
State Code National Code Title Type
S6389 SITHFAB008A Provide room service Unit of competency
Replaced By
State Code National Code Title Type
AWR84 SITHFAB006 Provide room service Unit of competency