Unit of competency Outline
Date retreived
21/07/2026 11:23 PM AWST
21/07/2026 11:23 PM 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.
Apply hospitality skills in the workplace
Apply hospitality skills in the workplace
Unit of competency
National Code
SITHIND002A
SITHIND002A
State Code
S6420
S6420
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
27/10/2008
Field of Education
110101 - Hospitality
Original Release Date
27/10/2008
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to apply hospitality skills in the workplace. The unit integrates a defined range of key technical and organisational skills required by service staff to provide a range of organisation products and services to multiple and diverse customers.The unit brings together the skills and knowledge acquired in individual units and focuses on the way these must then be applied in a hospitality setting. It incorporates preparation, service and close-down, using a range of techniques, equipment and materials. It requires individual responsibility or autonomy in relation to own work roles and responsibilities and collaboration with others as part of a team or group.State and territory licensing requirements may apply.
Notes
Elements and Performance Criteria
1 Organise and prepare for service.
- 1.1 Access appropriate workplace information in order to plan and organise tasks to be completed.
- 1.2 Liaise with team members and other relevant people to confirm and inform others of service requirements.
- 1.3 Develop and follow a work plan or schedule to maximise efficiency, taking into consideration roles and responsibilities of other team members.
- 1.4 Prepare work area, equipment and supplies to meet service requirements and according to established systems and procedures.
2 Provide service.
- 2.1 Greet customers courteously and appropriately and determine their requirements for products and services.
- 2.2 Offer information to customers on available products and services and promote products and services where appropriate according to organisation policy and procedures.
- 2.3 Provide service using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
- 2.4 Communicate effectively and work cooperatively as part of the team and according to established work plan or schedule.
- 2.5 Follow workplace safety and hygiene procedures according to organisation and legislative requirements.
- 2.6 Provide quality customer service and deal appropriately with complaints according to organisation procedures.
- 2.7 Identify problems, determine possible solutions and take appropriate action to resolve the situation according to job role and organisation procedures.
- 2.8 Where appropriate, farewell customers according to job role and organisation procedures in a manner that will encourage them to return.
3 Close down after service.
- 3.1 Complete end of service procedures according to organisation procedures, OHS requirements and environmental considerations.
- 3.2 Complete administration and reporting requirements.
- 3.3 Participate in debriefing sessions with colleagues where appropriate, identifying possible improvements.
job role and tasks to be performed
verbal or written advice affecting job performance and service requirements
details of expected business, including customer requirements and scheduling
knowledge and availability of products, services and specials
local area knowledge and venue facilities.
safe storage of products, equipment and materials
cleaning procedures related to work areas and equipment
debriefing sessions, including quality service reviews
restocking
preparation for the next service period.
recycling and minimising waste
responsible disposal of waste
efficient energy use
efficient water use.
handover
completing financial transactions such as reconciling takings and/or floats
completing work plans and schedules
completing incident, OHS or maintenance reports.
verbal or written advice affecting job performance and service requirements
details of expected business, including customer requirements and scheduling
knowledge and availability of products, services and specials
local area knowledge and venue facilities.
safe storage of products, equipment and materials
cleaning procedures related to work areas and equipment
debriefing sessions, including quality service reviews
restocking
preparation for the next service period.
recycling and minimising waste
responsible disposal of waste
efficient energy use
efficient water use.
handover
completing financial transactions such as reconciling takings and/or floats
completing work plans and schedules
completing incident, OHS or maintenance reports.
Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
collection of direct, indirect and supplementary evidence showing provision of integrated service for a minimum of 12 complete service periods (shifts) to ensure integration of skills and consistency of performance in different circumstances
ability to multi-task and respond to multiple demands and requests of a number of customers with varying requirements
ability to deal with typical issues such as workplace time constraints, late arrivals, no-shows, walk-ins and other problems
ability to meet, greet and interact positively with multiple and diverse customers throughout the hospitality experience
ability to maintain the cleanliness and tidiness of work areas, including dealing with disposables and recyclables
ability to participate in the service process and work flow as part of a team and take responsibility for own work and quality of outcomes
compliance with relevant legislative and regulatory requirements, including OHS requirements
demonstrated health and safety practices.
Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully-operational hospitality environment, including industry-current equipment and actual products and services as described in the Assessment Guidelines
presence of industry-realistic conditions such as commercial ratios of customers to staff.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
training record book used as part of traineeship arrangements
direct observation of the candidate providing integrated service according to established systems and procedures within a commercial hospitality setting
evaluation of customer feedback about service including speed and timing
written or oral questions to test knowledge about service techniques, equipment and OHS requirements
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.
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.
Evidence of the following is essential:
collection of direct, indirect and supplementary evidence showing provision of integrated service for a minimum of 12 complete service periods (shifts) to ensure integration of skills and consistency of performance in different circumstances
ability to multi-task and respond to multiple demands and requests of a number of customers with varying requirements
ability to deal with typical issues such as workplace time constraints, late arrivals, no-shows, walk-ins and other problems
ability to meet, greet and interact positively with multiple and diverse customers throughout the hospitality experience
ability to maintain the cleanliness and tidiness of work areas, including dealing with disposables and recyclables
ability to participate in the service process and work flow as part of a team and take responsibility for own work and quality of outcomes
compliance with relevant legislative and regulatory requirements, including OHS requirements
demonstrated health and safety practices.
Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully-operational hospitality environment, including industry-current equipment and actual products and services as described in the Assessment Guidelines
presence of industry-realistic conditions such as commercial ratios of customers to staff.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
training record book used as part of traineeship arrangements
direct observation of the candidate providing integrated service according to established systems and procedures within a commercial hospitality setting
evaluation of customer feedback about service including speed and timing
written or oral questions to test knowledge about service techniques, equipment and OHS requirements
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.
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.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WF668 | SITHIND202 | Use hospitality skills effectively | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S597 | SIT20207 | Certificate II in Hospitality | Qualification |