Assessment Tasks and Instructions

Student Name Kamaljeet Kaur

Student Number RC00000431
Course and Code SITHIND004 Work effectively in hospitality service
Unit(s) of Competency and Code(s) SITHIND004 Work effectively in hospitality service
Stream/Cluster
Trainer/Assessor Kerry Holloway

Assessment for this Unit of Competency/Cluster Details

Assessment 1 Assignment
Assessment 2 LOG Book Practical Service Instances
Assessment 3
Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Kamaljeet Kaur Date 15/8/2022

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
Name

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 Signature Date
Assessment Guidelines

What will be assessed

The purpose of this assessment is to assess your knowledge required to complete the tasks outlined in elements and
performance criteria of this unit:

 basic organisational information:

o availability of products, services and specials
o menus and beverage lists
o current promotions, events and entertainment
o details of expected business, customer requirements and scheduling
o event or function running sheets
o job role and tasks to be performed
o local area and venue facilities
o policies and procedures
o staff rosters
o verbal or written advice affecting job performance and service requirements
 information relevant to customers:
o customer loyalty programs
o food menu options and specials
o gaming facilities
o hotel facilities:
 gymnasiums and health facilities
 in-room services
 laundry services
 room service
o local area and venue facilities
o lost and found services
o membership benefits
o prices of products and services
o prize nights and special events
o product knowledge of food, alcoholic and non-alcoholic beverages
o raffles
 common operational tasks:
o communicating orders to the kitchen
o ordering stock
o preparing rooms for guests
o processing financial transactions
o providing porting services
o selling and preparing drinks
o selling gaming tickets

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 o serving food and beverage
o taking orders
 end of shift procedures:
o cleaning work areas and equipment
o debriefing sessions and quality service reviews
o preparation for the next service period
o restocking
o safe storage of products, equipment and supplies
 roles and responsibilities of service team members
 organisational policies and procedures for:
o administration and reporting relating to:
 completing financial transactions
 completing work plans and schedules
 handover
o hygiene, health, safety and security:
 completing incident, work health and safety (WHS) and maintenance reports
o customer service
o complaint handling.
Place/Location where assessment will be conducted
RTO to complete

Resource Requirements
Pen, paper, Workplace information relevant to the job role where training is provided for and work
placement is undertaken.

Instructions for assessment including WHS requirements

You are required to address each question in this assessment.
Once you have completed all questions, check all responses.
Your trainer will be providing you with feedback.

Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Kamaljeet Kaur Date:26/6/2022

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This assessment: First Attempt 2nd Attempt Extension – Date:    /    /   

RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Feedback to Student:

Assessor(s) Signature(s): Date:    /    /     

Student Signature Kamaljeet Kaur Date: 26/6/2022

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Assessment 1

Your Tasks

You are required to address all the key points listed in section 1-5 below, relevant to your job role (for example
food and beverage, front office, housekeeping or as relevant.

The purpose is to assess your ability to perform the basic tasks common for your job role prior to engaging in
practical tasks in a workplace.

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In order to effectively work in an organisation providing services to customers, you need to have knowledge
about the business, its nature, the services it offers, the products available and its policies and procedures.

In addition you need to know how to prepare for service of a day’s shift, the procedures and expectations to
work a service or shift as an effective team member, solving problems, completing different tasks, and keeping
your workplace clean and tidy during and after a shift.

In the hospitality industry, where multiple shifts can cover 24 hour periods this also requires effective
communication, reporting, administration duties and effective handing over for the next shift.

Provide an overview of the key aspects required for each point below relevant to the job role you will undertake
during the 36 service periods in the workplace or workplace organised for this purpose.

Where you are unsure how a particular task will be undertaken or completed in the workplace, refer to and
apply the procedures from the practical training you have participated in with your training provider.

Your task consists of 5 sections:

1. Organisational information
2. Customer information
3. Performing operational tasks
4. End of shift procedures
5. Organisational policies and procedures

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Section 1: Organisational information

o Provide an overview of the business, its location and facilities

o Your job role and duties
o Other job roles in your department and the job roles and tasks performed by them
o Your rostered times on duty or working hours
o Particular policies and procedures which apply to your job role (dress codes, other policies)
o The services offered by your department
o Current programs, special events or promotions in place

Section 2: Information you may need to provide to customers

o Hotel facilities, operating hours and instructions for use

o Current promotions, events and entertainment
o Products and services offered relevant to those offered by your department

This would need include for example (but is not limited to):

In a restaurant/cafe environment:
 Customer loyalty programs
 Food menu options and specials
 Specials and promotions
 Prices of products and services
 Product knowledge of food, alcoholic and non-alcoholic beverages
 Wine and cocktail drink list choices and specials
 Prize nights and special events

In an accommodation services environment:

 Gymnasiums and health facilities
 In-room services
 Laundry services
 Room service
 Food menu options and specials
 Customer loyalty programs
 Local area and venue facilities
 Lost and found services
 Membership benefits

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 In a housekeeping environment
 Gymnasiums and health facilities
 In-room services
 Laundry services
 Room service
 Lost and Found Services

In a gaming operations environment.

 Prices of products and services provided

 Product knowledge of food, alcoholic and non-alcoholic beverages
 Specials and promotions
 Gaming facilities
 Prize nights and special events
 Raffles

Section 3: Operational tasks

o Describe the communication requirements with other departments

o What are the procedures for taking and/or executing orders in your department?
o What are the typical tasks you need to perform at the start of a shift?
o Provide an overview of the tasks you typically perform during the shift or during a service period and
explain what these entail
o Provide 2 examples how you can proactively promote, upsell and cross-sell products and services
relevant to your work area

Section 4: End of shift procedures

o Which work areas and equipment do you need to clean in your department?
o What are the preparation tasks you usually need to perform for the next service period?
o Which items do you need to restock after service? What is the process for doing this?
o What are the procedures in place to ensure the safe storage of products, equipment and supplies?
o Provide details about debriefing sessions and quality service reviews. Who organises these and what do
these entail including provisions for recording details?

Section 5: Organisational policies and procedures

o Which policies and procedures exist in your workplace for customer service provisions?
o What are the procedures you need to follow for handling complaints ort where complaints arise?
o To whom do you report once you have completed any tasks which were assigned to you?
o What is your role in providing a hand-over at the end of a shift?

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o What are your duties for handling payments or completing reconciliations if you are assigned to
undertake these tasks as part of your job role?
o Which procedures do you need to follow for Work Health and Safety matters including accidents?

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SECTION 1: ORGANISATIONAL INFORMATION

 Provide an overview of the business, its location, and facilities:

Postmistress is a Restaurant located in Melville Road, West Brunswick. It’s been
open from 1 and half years between 3 partners.

Facilities provided by our restaurant are:

 Banquet facilities
 Bar
 Computer facility
 Conference and meeting facilities
 Disabled room
 Fitness room
 Health club
 Sauna and steam bath
 Lounge
 Luggage storage
 Non-smoking rooms
 Parking outside the hotel at an extra charge
 Pet friendly, at a surcharge
 Restaurant
 Smoking rooms
 Summer terrace
 Complimentary Wi-Fi internet throughout the entire hotel
 Offers & Packages

 Your job role and duties:

I’m working as front of the house as waiter and assistant manager, but can also cover front desk, bar
and booking system on the phone.

My main duties are:

Preparing drinks and coffees.

Set up restaurant and bar ready for the shift.

Welcome and approaching customers.

Suggest food and drinks and take tables orders.

Handling with the till and payments.

Maintaining all the areas clean.

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Making sure all the customers are satisfied.

Clean the restaurant and the bar following all the standard procedures.

 Other job roles in your department and the job roles and tasks performed by them:
The restaurant manager and the Owner: he gives tasks to FOH staff and supervising their job,
handling complaints, handling problems with payments and system, closing the till, managing
tips for the staff.
Section waiters: taking food and drink orders, refilling drinks, checking on customer orders,
organising cutlery for entrees, main courses, and dessert.
Food runner: delivering food to customers and polishing plates and cutlery.
Baristas and bartenders: set the bar ready for the shift, preparing drinks, maintaining all the bar
areas clean.

 Your rostered times on duty or working hours:

Postmistress is open to the public every day included public holidays from 12 am till 3pm for
lunch; from 5 pm till 11 pm for dinner from Monday to Friday; Saturdays and Sundays open at
12 am till 11pm without closing between lunch and dinner. I’m working on a Casual contract of
20 hr per week, 5 days a week, mostly dinner but also lunches.
 Policies and procedures which apply to your job role (dress codes, other policies):
During every shift I’m expected to be well-groomed, wearing blue jeans, a white T-shirt, and the
Postmistress blue cleaned apron.
I’m expected to follow all health and safety procedures and in case of accidents don’t putting
my-self or other people in risk.
I must possess an RSA and follow all rules related to it.
I’m expected to be punctual and sign on a computer time at the end of every shift.
I’m expected to always maintain a professional and respectful behaviour towards customers
and colleagues.
I must call a manager or a supervisor in case I’m not sure about something.

 The services offered by your department:

Restaurant service; Italian Cuisine, cocktail bar, cafeteria, private functions.
 Current programs, special events or promotions in place:
not in the season.

SECTION 2: INFORMATION YOU MAY NEED TO PROVIDE TO CUSTOMERS:

I’m able to provide to customers all the information about:

Food menu options and specials:

In the food menu we have a good range of food that fulfil all the possible dietary requests with
specifications on gluten free, vegetarian, and vegan options.

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 Specials and promotions:
Every week we have a different meat, fish, pasta, and risotto specials. For party more than 11 people we
have set menus.
Prices of products and services:
All the prices are specified in the menus, all the front of the house need to know the price of the
specials.
Product knowledge of food, alcoholic and non-alcoholic beverages:
I know all the food menu, with all the possible variations to fulfil customers’ requests and dietaries. I
know alcoholic and non-alcoholic beverages available in the bars and I keep stay updated with any new
product or any shortage.
Wine and cocktail drink list choices:
The Wine list is Italian oriented, so I’ve a very good knowledge of them. Classic Italian spirits and
digestives.

SECTION 3: OPERATIONAL TASKS

What are the procedures for taking and/or executing orders in your department? The manager or supervisor
assigned to welcome the customers check the booking an escort customer to the assigned table.

He needs to clarify with section waiters or baristas/bartenders about the booking name or any other
important info about customers (dietaries, special needs, etc.).
Customers are welcomed to the table with water (sparkling or tap) and menus (food menu and drink
list) are given from the section waiter.
Waiters take orders from the table explaining about daily specials and clarifying item from the menu.
If there are special requests from the customers about wine and food pairing, waiters need to call the
sommelier, normally me.
After order taking the section waiter must put the order through the computer and send it to the
kitchen and the bar.
Bartender or barista organise and prepare all drinks, the waiter delivers those.
Section waiters must organise cutlery and set the table.
Food runner or waiter deliver food to the table nominating the dish.
The waiter check if customers are happy about drinks and food.
A manager or supervisor need to be called in case of any problems.

What are the typical tasks you need to perform at the start of a shift? Check the specials on the board, check
the waiter’s allocation, or find this information and breath the rest of the staff; set up waiter station and
restock needed items; fill up jugs of tap water, chilly and parmigiano.

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Preparing the Waiter's Station: Also known as the service station, the waiter’s station is a table, or a
drawer set up in a restaurant that contains the necessary items to assist the staff in the performance of
their duties.

The following are the items that should be found at the waiter’s station:
1. Menu list

2. Service trays

3. Condiments and single-use items

4. Clean crockery

5. Water Pitcher

6. Clean glassware

7. Clean table napkins

8. Bill folder

9. Clean cutlery

10. Centrepieces

11. Fresh linen

Things to restock before starting a shift:

1. Glassware

2. Water

3. Wine

4. Beer

5. Highball, rock (spirits)

6. Cocktail

7. Jugs

8. Crockery

9. Plates – side, entrée (small starter dish),

10. Main- Bowls – cereal, dessert, salad, soup

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 11. Cups and saucers

12. Cutlery

13. Tablecloths, overlays, napkins, and service cloths

14. Condiments (flavourings on the table for the customer to add to their meal)

15. Buffet or self-serve facilities

This all should be clean, polished and there should be no chips or cracks.

Provide an overview of the tasks you typically perform during the shift or during a service period and explain
what this entail:
During the shift I must:

Look after all the table in my section.

Look after the door if anybody need to be sat and the reception is busy.
Take food and beverage orders from the table of my section and others if necessary.
Deliver drinks to my section or other sections’ tables.
Keep my section but also the rest of the venue clean and tidy.
Check if customers are satisfied.
Help other waiters if they need.
Collect payment.
In case a problem arises, I need to call a manager or supervisor to deal with the situation.

Provide 2 examples how you can proactively promote, up-sell and cross-sell products and services relevant to
your work area:

When the customers arrive and I escort them to the tables, before giving them the menus I may suggest
a drink to start with (prosecco, spritz, etc.).
When customers order food I may suggest some entrees before the main course, or alternatively some
sides to have with the mains.

SECTION 4: END OF SHIFT PROCEDURES

Which work areas and equipment do you need to clean in your department?

Clean waiter stations.

Empty and wash water jugs.
Clean and sanitise bar surfaces.
Clean the coffee machine.

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 Wash and polish all the dirty glasses.
Wipe menus.
Clean the toilets

What are the preparation tasks you usually need to perform for the next service period?

Refill salt and pepper, prepare chilly oil, put the chairs up the tables for next day cleaning.

Which items do you need to restock after service? What is the process for doing this?

Restock paper napkins, cutlery, plates in the waiter stations

Provide details about debriefing sessions and quality service reviews. Who organises these and what do these
entail including provisions for recording details?

We don’t have a debriefing session now but sometimes all the staff sit down and eat and drink together
with owner and management.

SECTION 5: ORGANISATIONAL POLICIES AND PROCEDURES

What are the procedures you need to follow for handling complaints or where complaints arise?

Listen carefully to the customer’s complaint.

Showing my interest towards his problem.
Showing empathy.
I need to apology and tell him that I’ll address the problem immediately.
I must explain the situation to a manager or supervisor.
The manager or the supervisor is the one in charge to find a solution.
Communicate the solution to the customer.
Ask him for feedback afterwards.

To whom do you report once you have completed any tasks which were assigned to you?

I refer to the manager or the Owner

What is your role in providing a hand-over at the end of a shift?

At the end of a shift, I must communicate to the waiter or the other staff member that will replace me, the
situation on my section, if there are customers to look after and any task, I didn’t complete that my colleague
must complete.

What are your duties for handling payments or completing reconciliations if you are? assigned to undertake
these tasks as part of your job role?

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My duties are to collect all the payments to any the tables ask after checking the bill with the waiter involved.

Which procedures do you need to follow for Work Health and Safety matters including accidents?

In case of a Work Health and Safety matters occur, I must take prompt measures and report straight away to a
manager or supervisor or Owner in charge at the moment.

Assessment Criteria Comment S NYS S NYS

Element 1: Prepare for service
Provides an overview of the nature of the business
Provides an overview of the facilities of the business
Provides details for the job role performed in the organisation
Provides details of the tasks undertaken in the job role
Provides details for rostered times on duty or common working hours
Provides details of the policies which apply for the job role in the workplace
The Policies and procedures which apply are detailed
Provides an overview of services commonly offered or performed by the
department

Element 2: Provide service/information to customers

The hotel facilities and services are outlined
The operating hours for providing services and access to facilities are
provided
Instructions for using facilities are provided
The products and services offered by the relevant department as per job
role are detailed
The cost for common products and services are provided
Current programs, special events or promotions in place are explained

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Provides information as relevant to the industry environment:
In a restaurant/cafe environment:
 Customer loyalty programs
 Food menu options and specials
 Specials and promotions
 Prices of products and services
 Product knowledge of food, alcoholic and non-alcoholic
beverages
 Wine and cocktail drink list choices and specials
 Prize nights and special events
Provides information as relevant to the industry environment:
In an accommodation services environment:
 Gymnasiums and health facilities
 In-room services
 Laundry services
 Room service
 Food menu options and specials
 Customer loyalty programs
 Local area and venue facilities
 Lost and found services
 Membership benefits
Provides information as relevant to the industry environment:
In a housekeeping environment
 Gymnasiums and health facilities
 In-room services
 Laundry services
 Room service
 Lost and Found services
Provides information as relevant to the industry environment:
In a gaming operations environment.

 Prices of products and services provided

 Product knowledge of food, alcoholic and non-alcoholic
beverages
 Specials and promotions
 Gaming facilities
 Prize nights and special events
 Raffles

Element 3: Complete operational tasks

The communication requirements with other departments are correctly
explained
The procedures for taking and/or executing orders are explained
The tasks which need to be performed at the start of the shift are explained
in detail

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The tasks typically performed during service are explained (tick all that are
relevant):
 communicating orders to the kitchen
 ordering stock
 preparing rooms for guests
 processing financial transactions
 providing portering services
 selling and preparing drinks
 selling gaming tickets
 serving food and beverage
 taking orders

Provides 2 examples to promote, cross-sell or upsell products:

Example1:

Example 2:

Element 4: Complete end of shift duties

Provides an overview of the work areas which need to be cleaned in the
given job role in the department
Provides an overview of the equipment which needs to be cleaned in the
given job role in the department
Provides details for preparation tasks which typically need to be performed
for the next shift
Provides an overview of products which need to be re-stocked post service
The procedures for re-stocking products are explained
The procedures for safe storage of products are detailed
The procedures for safe storage of equipment are detailed
The procedures for ensuring the safe storage of supplies are provided
The de-brief procedures are explained
The responsibility for providing and documenting de-brief procedures are
provided

Organisational Procedures
Provides an overview of policies and procedures in place for customer
service provisions
Provides the procedures to be followed for complaints handling
Provides details for reporting requirements upon completion of
tasks/supervision
The hand-over provision at end of shift are explained
The requirements for handling payments are explained
The procedures and requirements for completing reconciliations are
explained
The procedures to be followed in case of WHS incidents or accidents are
explained.

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