Elements and Performance Criteria

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.
Sources of information may include:
computer data, including the Internet
discussions with experienced industry personnel
industry:
accreditation operators
associations and organisations
developers of codes of conduct or ethics
journals
seminars
networking with:
colleagues
suppliers
plain English documents, issued by government regulators, that describe laws relevant to the hospitality industry
libraries
media
personal observations and experience
reference books
training courses
unions.
The hospitality industry involves a range of sectors and businesses including:
accommodation
casinos
clubs
restaurants and cafes.
Information of relevance to the hospitality industry may include:
career opportunities within the industry
different sectors and businesses within the industry, their relationships and the services available in each sector
different hospitality markets and their relevance to industry sectors
economic and social significance of the hospitality industry, which may relate to:
community role in hospitality
effect on local amenities and facilities
employment
industrial relations and award provisions
major hospitality industry bodies and associations
quality assurance schemes
relationships between hospitality and other industries, including:
entertainment
events
food production
recreation
tourism
wine production
role of and impacts on local communities
roles and general responsibilities for different jobs in the industry
specific features of the local and regional industry.
To enhance the quality of work performance may involve:
improving skills and productivity
producing food items to meet current market trends and customer expectations
providing quality hospitality service
suggesting new and improved ways of doing things
working effectively with:
other sectors of the hospitality industry
suppliers
working according to:
ethical industry practices to ensure smooth hospitality operations
the law to avoid problems for self and the organisation.
Laws may cover:
business and occupational licensing
EEO
food safety
land ownership, management and access
responsible conduct of gaming
responsible service of alcohol
workplace relations - Fair Work Australia.
Quality assurance schemes may include:
accreditation schemes
codes of conduct or ethics
industry association membership
occupational licences.
Ethical industry practices may relate to:
agreed compliance with:
accreditation schemes
codes of conduct
preferred product arrangements
payment of commission
terms of payment
confidentiality of customer information
consumer protection:
provision of services as promoted
reasonable consumer pricing
truth and honesty in all information given to customers
declaration of:
commissions
fees and other charges
gifts and services provided free of charge
tips
maintaining the rights and lifestyle conditions of local community residents
overbooking
product recommendations
professional behaviour when participating in familiarisations and industry events.
Technologies may involve:
catering systems
customer technologies:
applications for electronic devices and computers
online booking systems
computer-aided despatch systems
ebusiness
food production systems
industry:
online booking systems
reservations, operations and financial and tracking systems
project management systems
social media sites.
Opportunities may include:
discussions with experienced industry personnel
networking with:
colleagues
suppliers
participating in:
industry accreditation schemes
industry seminars
membership of professional industry associations
union membership
training courses.
Current issues and trendsfor the industry may relate to:
emerging markets
environmental, social and cultural impacts
government initiatives
industry expansion or retraction
industry initiatives
labour issues
maintaining organisational and industry profitability by productivity and pricing flexibility
shrinking markets.

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:
source current hospitality industry information and use this in daytoday activities to maximise effective performance
demonstrate knowledge of the hospitality industry, including main roles, functions and interrelationships of different sectors
integrate knowledge of the basic aspects of key laws and ethical issues specifically relevant to the hospitality industry.
Context of and specific resources for assessment
Assessment must ensure use of:
computers, printers, communication technology and information programs used to source industry information
information on codes of conduct, membership and benefits distributed by:
industry associations
accreditation operators
unions
plain English documents issued by government regulators that describe laws specifically relevant to the hospitality industry:
food safety
responsible service of alcohol
responsible conduct of gaming
local community protection.
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:
exercises and project activities that allow assessment of the individual’s ability to:
obtain current and accurate hospitality industry information
research information to meet differing operational needs
group projects that allow individuals to collectively source information on differing aspects of the hospitality industry and present it in a portfolio
direct observation of the individual delivering an oral presentation on the sourced information
problem-solving exercises so the individual can identify new knowledge required to complete operational activities and source information to resolve the deficiency
written and oral questioning to assess knowledge of:
different sectors of the hospitality industry and their interrelationships
laws relevant to the hospitality industry
industry codes of conduct
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:
SITTTSL201 Operate an online information system
SITXCOM101 Source and present information.