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 in the performance criteria is detailed below.

Enterprise and room features within the establishment may include:
dining options
sporting facilities
floor facilities
operating procedures for room equipment, such as telephone or television
general services, such as laundry and valet
meal arrangements.


Enterprise procedures and security requirements for luggage may involve:
luggage marking systems
amount of luggage to be placed on trolleys or taken into lifts
procedures or designated routes for moving luggage through public areas
restrictions on areas into which luggage can be taken
order in which luggage is to be moved
procedures for dealing with heavy items
lifting and bending procedures
procedures for taking luggage from rooms
placement of luggage within rooms
group luggage procedures.


Ancillary services may include:
mail
wake-up calls
messages
organising transport
luggage pick up
paging guests
preparing guest information directories.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.


Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
knowledge of the range of ancillary services offered by the accommodation venue
ability to provide courteous and friendly service to guests
ability to provide porterage services to meet multiple and different customer requests and to handle efficiently multiple and simultaneous requests for the movement of luggage
ability to handle luggage safely and use luggage storage systems on multiple occasions
delivery, collection, storage and retrieval of luggage within typical workplace time constraints that meet the deadlines determined by the customer and enterprise.


Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully equipped industry-realistic accommodation environment using current equipment and technology for moving luggage
use of industry-current documentation for managing the movement and storage of luggage within an accommodation venue
interaction with others to demonstrate the interpersonal communication requirements of the unit.


Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to provide porter services. The following examples are appropriate for this unit:
direct observation of the candidate carrying and loading multiple pieces of luggage safely or answering customer requests
role-play to assess ability to deal with differing customer queries, requests or complaints
case studies to complete arrival or departure luggage processes and documentation for different customer scenarios
oral or written questions to assess knowledge of typical porterage procedures and systems
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITXCCS001B Provide visitor information
SITXCOM001A Work with colleagues and customers
SITXCOM004A Communicate on the telephone.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.