| CERTIFICATE II IN HOSPITALITY (SIT20207) |
| |
| Implementation Plan |
This qualification provides the skills and knowledge for an individual to be competent in a
range of activities and functions requiring basic operational knowledge and limited practical
skills in a defined context. Work would be undertaken in various hospitality settings, such as
restaurants, hotels, motels, catering operations, clubs, pubs, cafes and coffee shops.
Individuals may work with some autonomy or in a team but usually under close supervision. |
Job Description
Individuals with this qualification are able to perform roles such as:
• undertaking mise en place prior to service
• serving food and beverage to tables
• preparing and serving drinks at a bar
• selling beverages in a retail liquor outlet
• attending gaming machines
• providing housekeeping services
• providing reception or front desk services
• providing assistance in a catering operation.
Possible job titles include:
• bar attendant
• bottle shop attendant
• catering assistant
• food and beverage attendant
• housekeeping attendant
• porter
• receptionist or front office assistant
• gaming attendant. |
| Note: the minimum age of enrolment for this course is 18 years of age. |
| |
| 12 units (6 core units and 6 elective units) are required for the qualification. |
| |
| SESSION 1 - HOSPITALITY KNOWLEDGE |
| SITHIND001A (CORE) DEVELOP AND UPDATE HOSPITALITY INDUSTRY KNOWLEDGE |
This unit describes the performance outcomes, skills and knowledge
required to develop and update knowledge of the hospitality industry,
including the role of different industry sectors and key legal and ethical
issues that must be considered by hospitality industry personnel in their
daytoday work. This knowledge underpins effective performance in the
hospitality industry. |
- Seek information on the hospitality industry
- Source and apply information on legal and ethical issues
- Update hospitality industry knowledge.
|
| |
| SESSION 2 - WORK WITH OTHERS |
| SITXCOM001A (CORE) WORK WITH COLLEAGUES AND CUSTOMERS |
This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums. |
- Communicate with customers.
- Maintain personal presentation standards.
- Provide service to colleagues and customers.
- Respond to conflicts and customer complaints.
- Work in a team.
|
| |
| SITXCOM002A (CORE) WORK IN A SOCIALLY DIVERSE ENVIRONMENT |
| This unit describes the performance outcomes, skills and knowledge required to be culturally aware when serving customers and working with colleagues from diverse backgrounds. It requires the ability to communicate with people of different social and cultural backgrounds with respect and sensitivity and address cross-cultural misunderstandings. |
- Communicate with customers and colleagues from diverse backgrounds.
- Address cross-cultural misunderstandings.
|
| |
| SESSION 3 - OH&S |
| SITXOHS001A (CORE) FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES |
This unit describes the performance outcomes, skills and knowledge required to follow predetermined health, safety and security procedures. It requires the ability to incorporate safe work practices into all workplace activities and to participate in the organisation's OHS management practices. OHS legislation in all Australian States and Territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace. They have a duty to cooperate with their employer's initiatives to ensure safety at work. |
- Follow workplace procedures for health, safety and security.
- Follow procedures for emergency situations.
- Participate in the organisation's OHS practices.
|
| |
| SITXOHS002A (CORE) FOLLOW WORKPLACE HYGIENE PROCEDURES |
This unit describes the performance outcomes, skills and knowledge
required to apply good hygiene practices within a range of service
industry operations. It requires the ability to follow predetermined
procedures, identify and control simple hazards and take particular
hygiene measures to ensure the noncontamination of food and other
items that might put customers, colleagues and self at a health risk. |
- Follow hygiene procedures
- Identify and prevent hygiene risks.
|
| |
| SESSION 4 - SERVE FOOD |
| SITHFAB003A (ELECTIVE) SERVE FOOD AND BEVERAGE TO CUSTOMER |
| This unit describes the performance outcomes, skills and knowledge
required to serve food and beverage to customers in a range of
hospitality industry enterprises. |
- Prepare for service.
- Welcome customers.
- Take and process orders.
- Serve and clear food and drinks.
- Close down after service.
|
| |
| SITHFAB004A (ELECTIVE) PROVIDE FOOD AND BEVERAGE SERVICE |
This unit describes the performance outcomes, skills and knowledge
required to provide quality food and beverage service to customers in a
range of hospitality industry enterprises. |
- Coordinate, organise and prepare for food and beverage service
- Manage the service cycle
- Coordinate and complete end of service procedures.
|
| |
| SESSION 5 - HOSPITALITY SKILLS |
| SITHIND002A (CORE) APPLY HOSPITALITY SKILLS IN THE WORKPLACE |
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. |
- Organise and prepare for service.
- Provide service.
- Close down after service.
|
| |
| SESSION 6 - CUSTOMER SERVICE |
| SITXCCS002A (ELECTIVE) PROVIDE QUALITY CUSTOMER SERVICE |
| This unit describes the performance outcomes, skills and knowledge
required to provide quality service to customers in a range of service
industry workplaces. It requires the ability to determine and address
diverse customer needs and expectations, ascertain changes in
customer preferences, establish rapport, deal with complaints and
difficult service situations, use opportunities for promoting and
upselling, apply knowledge of protocol and ritual for particular types of
industry sectors and organisations, and systematically manage a
clientele through rewards systems, databases, etc. |
- Develop and maintain product service and market knowledge
- Provide a quality service experience to customers
- Deal with complains and difficult customers service situations
- Manage and use information about clients and customers.
|
| |
| SESSION 7 - NON-ALCOHOLIC BEVERAGE |
| SITHFAB010A (ELECTIVE) PREPARE AND SERVE NON-ALCOHOLIC BEVERAGE |
| This unit describes the performance outcomes, skills and knowledge
required to prepare and serve a range of teas, coffees and other
nonalcoholic beverages in a range of industry contexts. |
- Prepare and serve a range of nonalcoholic drinks.
- Use, clean and maintain equipment and machinery for nonalcoholic drinks.
|
| |
| SESSION 8 - BUSINESS SKILLS |
| SITXADM001A (ELECTIVE) PERFORM OFFICE PROCEDURES |
This unit describes the performance outcomes, skills and knowledge required to complete a range of routine office procedures and activities, including writing simple correspondence. |
- Process office documents.
- Draft written communication.
- Draft written communication.
|
| |
| SITXFIN001A (ELECTIVE) PROCESS FINANCIAL TRANSACTIONS |
This unit describes the performance outcomes, skills and knowledge
required to process simple financial transactions in a range of
workplace contexts. Cash and other types of transactions are included
in the unit. |
- Process receipts and payments.
- Reconcile takings.
|
| |
