Units
SITXFSA001 Use hygienic practices for food safety
- Introduction - SITXFSA001 Use Hygienic Practise for Food Safety
- Hygiene Procedures
- Food Safety Program.
- HACCP.
- Organisational Hygiene Procedures
- Personal Hygiene
- Promptly report unsafe practices that breach hygiene procedures
- Identifying food hazards that may affect the health and safety of customers, colleagues and self..
- Causes of Hazards.
- What to do if you identify Food or Hygiene Hazards?
- Remove or minimize the hygiene hazard and report to appropriate person for follow up
- Report any Personal Health Issues
- Foodborne Disease in Queensland: A Snapshot
- Time and temperature abuse
- Quick Tips for Preventing Cross Contamination
- Poor Personal Hygiene
- Report Incidents of Food Contamination
- Reduce Risk of Foodborne Disease
- What do I do if a customer complains of alleged food poisoning?
- Cease participation in food handling activities where a health issue may cause food contamination
- Prevent food contamination from clothing and other items worn
- Prevent unnecessary direct contact with ready to eat food
- Unhygienic Personal Contact with food or food contact surfaces
- Unhygienic cleaning practices that may cause food borne illness.
- Washing Hands
- Washing Hands Using Appropriate Facilities
- References and Sources SITXFSA001
- SITXFSA001 Use Hygienic Practices for Food Safety - Part 1
- SITXFSA001 Use Hygienic Practices for Food Safety - Part 2
SITXFSA002 Participate in Safe Food Handling Practices
- Introduction SITXFSA002 Participate in Safe Food Handling Practices
- Hygiene Procedures.
- Food Safety Program
- Food Safety Practices and General Requirements
- Food Handlers
- High Risk People
- Critical Control Points
- HACCP
- Causes of Hazards
- Hazardous Food
- Receiving
- Packaging
- Food Safety Monitoring
- Thermometer
- Recording and Monitoring
- Report Non-Conforming Practices / Corrective Actions
- Food Storage and Conditions
- Dry Food
- Cold Food
- Storage: Environmental Conditions
- Storage: Controlled Temperature
- Use of Cooling and Heating Processes
- Cooling Foods
- Heating Foods
- Monitoring Food Temperature
- Ensure Food Safety
- Provide Safe Single Use Items
- Cleaning and Sanitising
- Use Appropriate Containers
- Identify and Report Cleaning, Sanitising and Maintenance Requirements
- Dispose of or Report of Mishandled Utensils
- Take Measure Within Scope of Responsibility
- Food Segregation
- Food Disposal
- References and Sources
- SITXFSA002 Participate in Safe Food Handling Practices Knowledge Assessment - Part 1
- SITXFSA002 Participate in Safe Food Handling Practices Knowledge Assessment - Part 2
SITXWHS001 Participate in Safe Work Practices
- Introduction SITXWHS001 Participate in Safe Work Practices
- Working Safely in the Workplace
- Organisational Health and Safety Procedures
- Work Health and Safety Act 2011
- Work Health and Safety Regulations 2011
- Responsibilities in the Workplace
- Responsibilities of Employer
- Responsibilities of Employee
- Codes of Practice
- Incorporate Safe Work Practices
- Safe Work Practices in the Kitchen
- Safe Work Practices in Food and Beverage Areas
- Safety Directions and Warning Signs
- Working effectively with others and promptly report unsafe work practices, issues and breaches of health, safety and security procedures.
- Identify and remove hazards from immediate workplace area and report all workplace hazards as they arise
- Managing Hazards
- Follow Procedures for Emergency Situations
- Recognise Emergency and Potential Emergency Situations
- Emergency Plans
- Procedures in the Event of a Bomb Threat
- Procedures in the Event of a Robbery
- Personal Security
- Confrontations
- Organisational Security and Emergency Procedures
- Seek Assistance from Colleagues or Authorities
- Complete emergency incident reports accurately, following organisational procedures
- Participate in Organisational Work Health and Safety Practices
- Actively Participate in the Work Health and Safety Consultation Processes
- Report Work Health and Safety Issues and Concerns As They Arise
- References and Sources SITXWHS001
- SITXWHS001 Participate in Safe Work Practices Knowledge Assessment
SIRXIND002 Organise and maintain the store environment
- Introduction SIRXIND002 Organise and maintain the store environment learner guide
- Clean work areas according to work health and safety requirements and organisational procedures
- Cleaning and Sanitising
- Use and store cleaning products and equipment according to manufacturer instructions
- Cleaning agents
- Equipment
- Equipment usage tips
- Storing chemicals
- Storing equipment
- Complete cleaning tasks safely and efficiently with minimum inconvenience to customers and team members
- Store products and equipment in designated storage areas to minimise hazards and maintain the store appearance
- Sort, recycle and dispose of waste according to organisational procedures
- Ensure customer services and point of sale areas are adequately stocked to minimise disruption when serving customers
- Identify and remove potential workplace hazards within scope of responsibility, and report any unresolved hazards to relevant workplace personnel
- SIRXIND002 References and sources
- SIRXIND002 Organise and maintain the store environment - Assessement
SITHIND001 Use hygienic practices for hospitality service
- Introduction SITHIND001 Use hygienic practices for hospitality service learner guide
- Maintain personal hygiene
- Check and adjust personal cleanliness during service periods to maintain health of self and others
- Check cleanliness of uniform and personal protective equipment for contamination during service periods and adjust to maintain health of self and others
- Prevent the spread of micro-organisms by washing hands at appropriate times
- Washing hands using appropriate facilities
- Identify and address workplace hygiene hazards within scope of own role, and report any unresolved hazards that may affect the health of self and others
- Develop a routine of personal cleanliness practices in preparation for work and to maintain customer confidence in organisational service
- Prevent health hazards in the workplace
- SITHIND001 Use hygienic practices for hospitality service Knowledge Assessment
SITXCCS006 Provide Service to Customers
- Introduction SITXCCS006 Provide Service to Customers
- Communicate with Customers within Designated Response Times
- Use Appropriate Language
- Written Communication
- Use Appropriate Non-Verbal Communication
- Observe and Respond to Non-Verbal Communication of Customers
- Active Listening
- Questioning
- Appropriate Communication Methods
- Organisational Customer Service Policies and Procedures
- Adhere to Professional Standards
- Good Service
- Establish Rapport with the Customer
- Identify Customer Needs and Expectations
- Customers with Children
- Customers with Disability
- Aged Customers
- Promptly Meet All Reasonable Customer Needs and Requests
- Identify and Anticipate Operational Problems
- Going the Extra Mile
- Recognise Customer Dissatisfaction
- Respond to Customer Complaints
- Seek Solutions by Consulting the Customer
- Resolve Complaints According to Policy
- Refer Complex Service Issues to a Higher Level Staff Member for Action
- Maintain a Positive and Cooperative Manner At All Times
- Provide Internal Feedback on Customer Service Practices
- Identify Individual and Recurring Complaints
- References and Sources
- SITXCCS006 Provide Service to Customers Knowledge Assessment - Part 1
- SITXCCS006 Provide Service to Customers Knowledge Assessment - Part 2
SITXFIN001 Process Financial Transactions
- Introduction - SITXFIN001 Process Financial Transactions
- Financial Transactions
- Terminologies
- Receive, Check and Record Cash Floats
- Check customer payments against sale value
- Process and Record Transactions According to Organisational Procedures
- Cash Transaction
- Credit Card Transaction
- Processing a Credit Card Using an Imprint Machine
- Processing a credit card or EFTPOS payment using an EFTPOS
- Electronic Funds Transfer at Point of Sale - EFTPOS (debit card)
- Pay Wave Technology
- Cheques
- Refunds
- Gift Vouchers
- Petty Cash
- Prepare and issue accurate receipts including all relevant tax details
- What is GST?
- Complete Transactions Using Appropriate Software Applications
- Complete transactions within organisation speed and customer service requirements
- Reconcile takings
- Separate cash floats from takings prior to balancing
- Accurately count and calculate customer payments - balance cash and other payments with point-of-sale records
- Investigate or report discrepancies in the reconciliation
- Record Takings According to Organisational Procedures
- Transport and Secure Cash Floats According to Organisational Security Procedures
- References and Sources
- SITXFIN001 QUIZ
SITHFAB004 Prepare and Serve Non-Alcoholic Beverages
- Introduction SITHFAB004 Prepare and Serve Non-Alcoholic Beverage
- Non-Alcoholic Beverages
- Identify Customer Preferences for Beverages
- Correct Ingredients for Non-Alcoholic Drinks
- Coffee
- Storing Coffee
- Brewing Coffee
- Iced Coffee
- Tea
- Tea Brewing and Steeping
- Equipment for Making Tea
- Tea Presentation
- Water
- Cordials and Syrups
- Milkshakes
- Hot and Ice Chocolate
- Smoothies
- Soft Drinks
- Post Mix Dispenser
- Juice
- Mocktails
- Select Equipment of Correct Type and Size
- Assembling Equipment Before Use
- Equipment Safety
- Waste Minimisation
- Beverage Presentation
- Garnishes
- References and Sources
- SITHFAB004 Prepare and Serve Non-Alcoholic Beverages Knowledge Assessment
SITHFAB005 Prepare and Serve Espresso Coffee
- Introduction - SITHFAB005 Prepare and Serve Espresso Coffee learner guide
- The History of Coffee
- Types of Coffee
- Processing Method
- Mise en Place
- Coffee Equipment
- Coffee Grinder
- Select and Grind Coffee Beans
- Test Extractions
- Coffee Grinder Preparation
- Coffee Grinder Efficiency
- Information on Types of Coffee Beverages
- Coffee Variety
- Taking Orders
- Select and Prepare Appropriate Serviceware
- Extracting Process
- Tamping
- Monitor Quality of Extraction
- Monitor the Efficiency of the Espresso Machine
- Milk Selection
- Purging the Steam Wand
- Milk Texturing
- Maximise Profitability of Beverages
- Coffee Presentation
- Prompt Coffee Service
- Espresso Machine Cleaning and Maintenance
- Safety Procedure
- Cleaning Procedure: Machine Equipment I
- Cleaning Procedure: Machine Equipment II
- Espresso Machine Maintenance Schedule
- Water Filtration System Maintenance
- Mechanical Issue
- Environmental Responsibility
- References and Sources
- SITHFAB005 Assessment Activity 1 - Multichoice questions
SITHACS001 Clean Premises and Equipment
- Introduction - SITHACS001 Clean Premises and Equipment
- Cleaning
- Cleaning and Sanitising
- Cleaning Equipment
- Equipment Checklist
- Cleaning Agents
- Proper Protective Equipment and Clothing
- Scheduling Cleaning Tasks
- Cleaning Preparation
- Work Health and Safety Implications
- Warning Signs
- Avoid Unhygienic Personal Contact
- Unhygienic cleaning practices that may cause food borne illness
- Use Equipment Correctly and Safely
- Equipment Usage Tips
- Reduce Negative Environmental Impacts
- Waste Disposal
- Equipment Maintenance
- Routine Maintenance
- Identify and Report Equipment Faults
- Equipment Storage
- Chemical Storage
- References and Sources
- SITHACS001 Clean Premises and Equipment Knowledge Assessment - Part 1
- SITHACS001 Clean Premises and Equipment Knowledge Assessment - Part 2
SITHCCC002 - Prepare and present simple dishes
- SITHCCC002 Prepare for service
- SITHCCC002 Food safety and hygiene
- SITHCCC002 Washing hands
- SITHCCC002 Review menu or product list to determine preparation requirements for simple dishes
- SITHCCC002 Standard recipe cards
- SITHCCC002 Check quantities and quality of food items and restock where necessary
- SITHCCC002 Complete food preparation prior to service
- SITHCCC002 Thawing
- SITHCCC002 Re-constituting
- SITHCCC002 Making batters or coatings
- SITHCCC002 Marinades
- SITHCCC002 Preparing salads
- SITHCCC002 Preparing sandwiches
- SITHCCC002 Preparing deep fried items
- SITHCCC002 Preparing pasta and noodles
- SITHCCC002 Poached eggs
- SITHCCC002 Baked/Roasted items
- SITHCCC002 Prepare food
- SITHCCC002 Food preparation
- SITHCCC002 Select and use equipment safely and hygienically according to manufacturer instructions
- SITHCCC002 Use appropriate cookery methods for dishes
- SITHCCC002 Grilling
- SITHCCC002 Boiling and simmering
- SITHCCC002 Roasting
- SITHCCC002 Baking
- SITHCCC002 Shallow and stir frying
- SITHCCC002 Deep frying
- SITHCCC002 Poaching
- SITHCCC002 Braising
- SITHCCC002 Steaming
- SITHCCC002 Pressure cookers
- SITHCCC002 Reheat pre-prepared foods at correct temperature for required length of time
- SITHCCC002 Prepare dishes with appropriate speed and timing
- SITHCCC002 Use portion control to maximise profitability and minimise waste.
- SITHCCC002 Present and store food
- SITHCCC002 Plate selection
- SITHCCC002 Balance and portion
- SITHCCC002 Sauces
- SITHCCC002 Garnishes
- SITHCCC002 Display and store food in appropriate environmental conditions
- SITHCCC002 Storing and displaying cold food
- SITHCCC002 Storing and displaying hot food
- SITHCCC002 Using a Bain Marie or similar equipment to hold food
- SITHCCC002 Labelling
- SITHCCC002 Clean work area, and dispose of or store surplus and re-useable by-products according to organisational procedures, environmental considerations and cost reduction initiatives
- SITHCCC002 References and sources
- SITHCCC002 Prepare and Present Simple Dishes Knowledge Assessment
SITHCCC003 Prepare and Present Sandwiches
- Introduction - SITHCCC003 Prepare Sandwiches
- Sandwich Mise en Place
- Waste Minimisation
- Present Sandwiches on Appropriate Serviceware
- Garnish
- Visual Evaluation
- Store Sandwiches in Appropriate Environmental Conditions
- References and Sources
- Select Ingredients
- Sandwiches
- Bread Types and Fillings
- Sandwich - Making Methods
- Sandwich Presentation
- Flavour Combinations
- Use Toasting and Heating Equipment Safely
- SITHCCC003 Prepare and Present Sandwiches Knowledge Assessment
SITHCCC004 Package Prepared Foodstuffs
- Introduction - SITHCCC004 Package Prepared Foodstuffs
- Check and Select Food that Meets Requirements for Packaging
- Signs to Check When Selecting Food
- Contamination
- Potentially Hazardous Foods
- Refer Food Problem to Higher Level Staff
- Select Appropriate Packaging Materials for Specific Food
- Package Food Items
- Label Food Items
- Follow Organisational Food Safety Procedures for Packaging Food
- Good Hygiene During Food Packaging
- Environmental Requirements for Food Packaging
- Food Premises and Equipment
- References and Sources
- SITHCCC004 Package Prepared Foodstuffs Knowledge Assessment
SITHFAB002 Provide Responsible Service of Alcohol
- Introduction - SITHFAB002 Provide Responsible Service of Alcohol
- Sell or Serve Alcohol According to Provisions, Requirements and Principles
- Legislation
- Liquor Act 1992
- Breach of Law
- Signage
- Trading Hours
- Refusing Service to Patrons
- Proof of Age
- Offences and Penalties
- House Policy or House Rules
- Risk Assessed Management Plan (RAMP)
- Principles of Harm Minimisation
- How to Keep Up-to-Date with Information?
- Standard Drink
- Drink Driving
- Assist Customers with Information on Non-Alcoholic Beverages
- Impact of Excessive Drinking
- Those at Risk
- Prepare and Serve Standard Drinks According to Industry Requirements
- Alcohol Sampling
- Encourage Drinking within Appropriate Limit
- Erratic Drinking Patterns
- Monitor Signs of Intoxication
- Assessing Emotional and Physical State of Person
- Offer Food and Non-Alcoholic Beverages
- Effects of Rapid Consumption of Alcohol
- Assess Intoxication Levels of Customers
- Factors that May Affect Individual Responses to Alcohol
- Intoxicated Person and Persons Affected by the Consumption of Illicit and Other Drugs
- How to Check ID
- Refuse Service in a Polite Manner
- Identify Issues Related to Service of Alcohol
- Point Out Signage
- Provide Appropriate Assistance to Customers when Refusing Service
- Require a Person to Leave the Premises in an Appropriate Manner
- Communication and Conflict Resolution Skills
- Refer Difficult Situations to the Appropriate Person
- References and Sources
- SITHFAB002 - Provide Responsible Service of Alcohol Knowledge Assessment
SITHFAB016 Provide Advice on Food
- Introduction SITHFAB016 Provide Advise on Food
- Sources of Information on Food
- Develop Current Knowledge of Food
- Chefs, Cooks and Colleagues
- Food and Cooking Demonstrations
- Industry Associations
- Trade Shows, Exhibitions and Current Food and Beverage Festivals
- Current Market Trends
- Menu, Specials and Promotional Activities
- Media Articles: Modern Australia and International Cuisine
- Seasonal Products
- Food and Wine of the Local Area
- Sensory Evaluation Techniques
- Provide Accurate Information on Different Menu Options
- Methods of Cooking
- Respond Courteously and Correctly to Customer Questions on Menu Items
- Provide Information and Advice on Menu Items
- Food Allergy and Food Tolerance
- Cultural and Religious Diets
- Diabetes
- Vegans
- Assist Customers with Menu Selections
- Drug Food Interactions
- Genetically Modified Foods
- Discuss and Contribute to the Content of Menus with Appropriate Managers
- Classical Menu Sequence
- Menu Planning
- Variety of Menu Items
- Customer Feedback and Preferences
- Nominate the Preference of Particular Target Groups
- Menu Planning-2
- Food Research
- Customer Trends
- Current and Emerging Food Service Trends
- Provide Information about Food Trends and Menu Items
- References and Sources
- SITHFAB016 Provide Advice on Food Knowledge Assessment - Part 1
- SITHFAB016 Provide Advice on Food Knowledge Assessment - Part 2
SITHFAB019 Plan and Monitor Espresso Coffee
- Introduction SITHFAB019 Plan and Monitor Espresso Coffee learner guide
- Develop Coffee Beverage Menu
- Current Market Trends
- Demographics and Customer Feedback
- Selecting Suppliers and Roasters
- The Effects of Roasting
- The Effects of Grinding
- Flavour Enhancers and Essences
- Liaising with Suppliers and Roasters
- Develop and Update Knowledge of Types of Coffee Beverages
- Brewing Coffee
- Variety of Espresso Coffees
- Responding to Customer Questions
- Coffee Bean Production
- Two Main Types of Coffee
- Coffee Appreciation
- Provide Information on Coffee Beverage
- Types of Coffee Beverages and Accompaniments
- Characteristics of Superior Espresso Coffee Beverages
- Evaluating Coffee Beans
- Preparing and Testing the Grind
- Evaluating Espresso Coffee
- Monitoring Coffee Extractions
- Assess Texture and Temperature of Milk Served
- Seek and Follow Up Feedback
- Coffee Service Mise en Place
- Coffee Presentation
- Monitor Espresso Coffee Machine and Other Equipment
- Diagnosing Faults
- Espresso Machine Maintenance Schedule
- Monitor Temperature and Water Pressure
- Environmental Impact
- Identify Need for New Equipment and Serviceware
- Use of Specialist Service Technicians
- References and Sources
- SITHFAB019 - Plan and Monitor Espresso Coffee Knowledge Assessment - Part 1
- SITHFAB019 - Plan and Monitor Espresso Coffee Knowledge Assessment - Part 2
SITXINV001 - Receive and Store Stock
- Introduction - SITXINV001 Receive and Store Stock
- Receiving Stock
- Food Act and Food Safety Program
- Receiving Incoming Supplies
- Paperwork and Documentation
- Inspection of Items
- Signs to be Aware When Inspecting Food
- Record Details According to Organisational Procedure
- Store Stock
- Frozen Food
- Perishable and Non-Perishable Food
- Non-Food and Chemicals
- Safe Manual Handling
- Labelling System
- Stock Reporting
- Rotate and Maintain Stock
- Safe Disposal
- Maintain Cleanliness of Stock Handling
- Stock Control Requirements
- Bin Cards
- Imprest
- Electronic Data Interchange (EDI)
- Integrated Point of Sale Systems (POS)
- Stock Security Systems and Procedures
- Security Issues in Storage
- References and Sources
- SITXINV001 Receive and Store Stock Knowledge Assessment - Part 1
- SITXINV001 Receive and Store Stock Knowledge Assessment - Part 2
SIRXPDK001 Advise on products and services
- Introduction SIRXPDK001 Advise on products and services learner guide
- Identify and access sources of information on products and services
- Interpret information about availability, features and benefits or products and services
- Compare products and services based on product information
- Identify and use opportunities to update knowledge for the product and service range
- Answer customer questions about products and services with current and accurate information
- Use questions to clarify customer information needs
- Explain product and service details using clear communication
- Source additional information when answer to customer request is unknown or refer to relevant colleagues
- Identify situations where additional information may assist the customer
- Advise on alternative products or services that may meet customer needs when requested item is not available
- Recommend complementary products, specials, new lines and promotions to customers according to their needs
- References and sources
- SIRXPDK001 Advise on products and services
SIRXSLS001 – Sell to the retail customer
- SIRXSLS001 Introduction
- 1. Establish customer needs
- Connect with the customer within the designated response times and establish rapport
- Use questioning and active listening to facilitate effective two-way communication.
- Active listening
- Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues
- Non-verbal communication
- Determine and clarify customer preferences, needs and expectations
- Communicating Effectively to customers from diverse backgrounds
- Communicating Effectively to customers with special needs
- 2. Provide advice on products and services
- Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable
- Clearly explain and promote product and service features and benefits where relevant
- Advise on Promotional Events where relevant.
- Provide additional information to address customer questions and objections.
- Prepare for questions
- Legislative requirements
- Fair Trading and Consumer Law
- Privacy Laws
- Prepare for objections
- Categorise objections into price, time and merchandise characteristics and consider solutions
- Offer solutions to customer objections according to store policy
- Offer comparisons to competitor product or service range as required.
- Collaborate with the customer to determine product or service option most suited to their needs
- Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale
- 3. Facilitate the sale of products and services
- Select and use appropriate techniques to close sale
- Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures.
- Farewell customer on leaving, and invite to return.
- Provide any required after sales service according to organisational procedure.
- Service and selling strategies at the time of sale
- Go the extra mile
- After-sales follow up
- Build customer loyalty
- Generate repeat sales
- When customers contact you
- Online after-sales service
- Turning complaints into compliments
- SIRXSLS001 References and sources
- SIRXSLS001 QUIZ
SITXCOM002 – Show social and cultural sensitivity
- SITXCOM002 Communicate with customers and colleagues from diverse backgrounds
- SITXCOM002 Change in our landscape
- SITXCOM002 Australia’s indigenous culture
- SITXCOM002 Diversity in Tourism and Hospitality
- SITXCOM002 Respect customers and colleagues from different social and cultural groups and treat them with respect and sensitivity
- SITXCOM002 Consider social and cultural differences in all verbal and non-verbal communication
- SITXCOM002 Social and cultural differences
- SITXCOM002 Oral communication
- SITXCOM002 Non-verbal communication
- SITXCOM002 Respond to others in a non-discriminatory way
- SITXCOM002 Make attempts to overcome language barriers
- SITXCOM002 Seek help with communication when necessary
- SITXCOM002 Address cross cultural misunderstandings
- SITXCOM002 Identify social and cultural issues that may cause conflict or misunderstandings in the workplace
- SITXCOM002 Address difficulties and seek assistance from others when necessary
- SITXCOM002 Consider social and cultural differences when difficulties or misunderstandings occur
- SITXCOM002 Make efforts to resolve misunderstandings, taking account of social and cultural considerations
- SITXCOM002 Creating a diverse workplace
- SITXCOM002 Escalate problems and unresolved issues to the appropriate supervisor or manager for follow-up
- SITXCOM002 References and sources:
- SITXCOM002 Show Social and Cultural Sensitivity Knowledge Assessment - Part 1
- SITXCOM002 Show Social and Cultural Sensitivity Knowledge Assessment - Part 2
SITHIND004 – Work effectively in hospitality service
- SITHIND004 - Prepare for service
- SITHIND004 - Plan and organise tasks from organisational information
- SITHIND004 - Develop and Review work schedules and Liaise with team members to confirm and inform others of service requirements
- SITHIND004 – Prepare work area, equipment and supplies according to procedures to meet service requirements
- SITHIND004 – Provide service
- SITHIND004 – Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery
- SITHIND004 – Offer relevant customer information on products and services
- SITHIND004 – Assist customer with choices that meet individual needs, special requests or cultural requirements
- SITHIND004 – Serving customers with special needs
- SITHIND004 – Proactively promote, upsell and cross sell products and services according to organisational procedures
- SITHIND004 – Resolve complaints within scope of own responsibility and use appropriate communication techniques to deal with conflict
- SITHIND004 – Complete operational tasks
- SITHIND004 – Follow work schedules and work cooperatively as part of the team to maximise efficiency
- SITHIND004 – Follow workplace safety and hygiene procedures
- SITHIND004 – Maintain cleanliness and tidiness of work areas
- SITHIND004 – Use organisational procedures and technology for operational tasks
- SITHIND004 – Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction
- SITHIND004 – Complete end of shift duties
- SITHIND004 – Follow end of shift procedures
- SITHIND004 – Complete administration and reporting requirements
- SITHIND004 – Participate in debriefing and handover sessions with colleagues and suggest service improvements
- SITHIND004 – References and sources:
- SITHIND004 Work Effectively in Hospitality Service Knowledge Assessment - Part 1
- SITHIND004 Work Effectively in Hospitality Service Knowledge Assessment - Part 2
BSBWOR203B - Work Effectively With Others
- BSBWOR203 - Develop effective workplace relationships
- BSBWOR203 - Identify own responsibilities and duties in relation to workgroup members and undertake activities in a manner that promotes cooperation and good relationships
- BSBWOR203 - Organisational Policies and Procedures
- BSBWOR203 - Occupational Health and Safety (OHS) Policies and Guidelines
- BSBWOR203 - Team Structures
- BSBWOR203 - Successful Teams
- BSBWOR203 - Take time and resource constraints into account in fulfilling work requirements of self and others
- BSBWOR203 - Resource Constraints
- BSBWOR203 - Encourage, acknowledge and act on constructive feedback provided by others in the workgroup
- BSBWOR203 - Methods of Feedback
- BSBWOR203 - Value of Feedback
- BSBWOR203 - Contribute to workgroup activities
- BSBWOR203 - Provide Support to team members to ensure workgroup goals are met
- BSBWOR203 - Contribute constructively to workgroup goals and tasks according to organisational requirements
- BSBWOR203 - Share information relevant to work with workgroup to ensure designated goals are met
- BSBWOR203 - Open Communication Channels
- BSBWOR203 - Brainstorming
- BSBWOR203 - Sharing Information about Workplace Hazards, Risks and Controls
- BSBWOR203 - Identify and plan strategies/opportunities for improvement of workgroup in liaison with workgroup
- BSBWOR203 - Career Planning / Development
- BSBWOR203 - Coaching and Mentoring
- BSBWOR203 - Placements, Studies, and Assessments
- BSBWOR203 - Deal effectively with Issues, Problems and conflict
- BSBWOR203 - Respect differences in personal values and beliefs and their importance in the development of relationships
- BSBWOR203 - Stereotypes
- BSBWOR203 - Effects of stereotyping
- BSBWOR203 - Identify any linguistic and cultural differences in communication styles and respond appropriately
- BSBWOR203 - Identify issues, problems and conflict encountered in the workplace
- BSBWOR203 - Seek assistance from workgroup members when issues, problems and conflict arise and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person
- BSBWOR203 - References and Sources
- BSBWOR203 Work Effectively With Others Knowledge Assessment - Part 1
- BSBWOR203 Work Effectively With Others Knowledge Assessment - Part 2
SITHIND002 Source and Use Information on The Hospitality Industry
- Introduction SITHIND002 Source and Use Information on the Hospitality Industry
- The Hospitality Industry
- Researching
- Where to do a Research?
- What to Research?
- Career Opportunities within the Hospitality Industry
- Working Conditions in the Hospitality Industry
- Personal Attributes of Hospitality Staff
- Hospitality Industry Laws
- Liquor Laws
- Gaming Laws
- Smoking Laws and Regulations
- Legislation: Part I
- Legislation: Part II
- Community Impact
- Quality Assurance
- Ethical Behaviour at Work
- Tipping
- Handling Property
- Technology in the Hospitality Industry
- Opportunities to Update Knowledge of the Hospitality Industry
- Share Updated Information with Colleagues
- References and Sources SITHIND002
- SITHIND002 - Knowledge Assessment
SITXHRM001 Coach Others in Job Skills
- Introduction SITXHRM001 Coach Others in Job Skills learner guide
- Training
- Coaching
- Types of Coaching
- Successful Coaching
- Different Factors that Needs Coaching
- Coaching from a Colleague
- Observation by Supervisors or Managers
- Personal Observation
- Customer Complaints
- Changes to Workplace Policies or Procedures
- Workplace Problems
- Hiring and Induction of New Staff
- Legislative or Industry Requirements
- Organise Coaching Sessions
- Coaching in the Workplace
- Explain the Overall Purpose of Coaching to Colleague
- Explain and Demonstrate Specific Skills
- Explanation
- Demonstration
- Required Knowledge and Understanding
- Effective Use of Questioning
- Organisational Procedure for Completing Workplace Tasks
- Opportunity to Practice Skill
- Constructive and Supportive Feedback
- Writing a Session Plan
- Sample Session Plan
- Monitor Progress and Provide Assistance
- Report Progress
- Identify Problems with Coaching
- Breakdown in Communication
- Inappropriate Circumstances for Coaching
- Insufficient Opportunity to Practice
- Language of Cultural Barriers
- Shyness or Lack of Confidence
- References and Sources
- SITXHRM001 Coach Others in Job Skills Knowledge Assessment - Part 1
- SITXHRM001 Coach Others in Job Skills Knowledge Assessment - Part 2