This unit deals with the cultural awareness that is required by all people working in the tourism and hospitality industries. It includes the cultural awareness required for serving customers and working with colleagues from diverse backgrounds.

• Communicate with customers and colleagues from diverse backgrounds.
• Deal with cross cultural misunderstandings.

• Follow workplace procedures for health, safety and security.
• Deal with emergency situations.
• Maintain safe personal presentation standards.
• Provide feedback on health, safety and security.

This unit deals with the skills and knowledge required to access, increase and update knowledge of the hospitality industry including different industry sectors and relevant industry legislation. This knowledge underpins effective performance in all sectors and applies to all people working in the hospitality industry. In-depth knowledge is therefore not required.

• Seek information on the hospitality industry.
• Source and apply information on legal and ethical issues for the hospitality industry.
• Update hospitality industry knowledge.

This unit deals with the skills and knowledge required to follow key hygiene procedures which apply in hospitality and tourism enterprises. It is particularly relevant to staff working in kitchens, housekeeping, food and beverage and tour operations involving the preparation of food.

• Follow hygiene procedures.
• Identify and prevent hygiene risks.

This unit deals with the skills and knowledge required to communicate effectively on the telephone. It is an essential skill for large numbers of people working in all sectors of the tourism and hospitality industries.

• Respond to incoming telephone calls.
• Make telephone calls.

This unit deals with the skills and knowledge required to promote products and services to customers. It relates to situations where the sales function is not the primary focus of work activity. It applies to those employees who deal with customers and whose job provides the opportunity to promote products and services and to ascertain changes in customer preferences eg. waiters, housekeepers, attraction attendants, receptionists.

• Develop and maintain product/service and market knowledge.
• Encourage customers to use and buy products and services.

This unit deals with the skills and knowledge required to handle difficult interpersonal situations both with customers and colleagues. The unit covers the conflict resolution skills required by all people working in the tourism and hospitality industry to address the conflicts which may arise in day-to-day work activities. It does not include formal negotiation, counselling or conducting mediation.

• Identify conflict situations.
• Resolve conflict situations.
• Respond to customer complaints.

This unit deals with the skills and knowledge required to provide on-the-job coaching to colleagues. This unit has no parity with National Workplace Trainer standards, but reflects the situation in many tourism and hospitality workplaces where 'buddy' systems and on job coaching are extremely common.

• Prepare for on job coaching.
• Coach colleagues on the job.
• Follow up coaching.

This unit deals with the skills and knowledge required to provide general assistance in a bar area. It reflects the role of a 'bar useful' or may be part of the role of a bar attendant.

• Clean bar and equipment.
• Clean and maintain public areas.

• Liaise between kitchen and service areas.
• Clean and clear food service areas.

Pre-Requisties
THHGHS01B - Follow workplace hygiene procedures
THHBFB02B - Provide a link between kitchen and service areas

• Prepare dining/restaurant area for service.
• Prepare and set tables.
• Welcome customers.
• Take and process orders.
• Serve and clear food and drinks.
• Close down restaurant/dining area.

This unit deals with skills and knowledge required to efficiently and professionally plate, present and serve food in a commercial kitchen or catering operation.

• Prepare food for service.
• Portion and plate food.
• Work in a team

This unit deals with the skills and knowledge required to develop and maintain in-depth knowledge of food and apply that knowledge to food service operations. This unit generally applies to supervisors and managers or senior food service personnel in fine-dining restaurants. It may also be appropriate for some kitchen staff. This unit builds on skills and knowledge covered in the units THHBFB03B Provide food and beverage service and THHBFB11B Develop and update food and beverage knowledge. The essential knowledge base for this unit will vary according to local industry needs, and it is vital that any training take account of these. Funding and hours allocated to training must reflect the breadth and depth of knowledge required to meet the specific requirements of local industry employers.

• Advise on menu items.
• Contribute to menu development.
• Update specialist food knowledge.

This unit deals with the skills and knowledge required to process simple financial transactions in a range of tourism and hospitality contexts. These fundamental skills are essential for many people in a frontline customer service role in a range of tourism and hospitality contexts.

• Process receipts and payments.
• Reconcile takings.

• Prepare and serve a range of non-alcoholic drinks.
• Use, clean and maintain equipment and machinery for non-alcoholic drinks.

This unit deals with the skills and knowledge to clean and maintain, kitchens, food preparation and storage areas in commercial cookery or catering operations.

• Clean, sanitise and store equipment.
• Clean and sanitise premises.
• Handle waste and linen.

This unit refers to the following of food safety procedures in the workplace as part of a food safety program or plan. These procedures relate to a food safety program based on the HACCP method (Hazard Analysis and Critical Control Points) but can also be customised to other systems. This unit complies with legislative requirements for food safety and the implementation of a food safety plan. This unit addresses the key requirements of the National Food Safety Guidelines Standard GFSMFSRA Apply and monitor food safety requirements.

• Identify food safety critical control points and hazards.
• Implement procedures for food safety.

This unit covers the skills and knowledge required to select, use, and maintain business technology. This technology includes the effective use of computer software to organise information and data.

• Select and use technology.
• Process and organise data.
• Maintain technology.