volume2-crosssectorunitsfinalnovember2015

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TOURISM, TRAVEL AND

HOSPITALITY TRAINING PACKAGE

VOLUME II OF IV

UNITS OF COMPETENCY

CROSS-SECTOR

This work has been produced with the assistance of funding provided by theCommonwealth Government through the Department of Education and Training.



SERVICE SKILLS AUSTRALIA

TOURISM, TRAVEL AND HOSPITALITY TRAINING PACKAGE

VOLUME II OF IV

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Table of ContentsClient and Customer Service ....................................................................................................... 5

SITXCCS001 Provide customer information and assistance ....................................................................................... 5

SITXCCS002 Provide visitor information ................................................................................................ ..................... 9

SITXCCS003 Interact with customers ............................................................ ............................................................ 13

SITXCCS004 Provide lost and found services .......................................................... ................................................. 17

SITXCCS005 Provide club reception services .......................................................... ................................................. 21

SITXCCS006 Provide service to customers .............................................................. ................................................. 25

SITXCCS007 Enhance customer service experiences ...................................................................................... ........ 31

SITXCCS008 Develop and manage quality customer service practices .................................................................... 37

COM Communication and Teamwork ........................................................................................ 42

SITXCOM001 Source and present information ......................................................... ................................................. 42

SITXCOM002 Show social and cultural sensitivity ............................................................... ...................................... 46

SITXCOM003 Provide a briefing or scripted commentary ............................................................... ........................... 50

SITXCOM004 Address protocol requirements ........................................................................................................... 54

SITXCOM005 Manage conflict ............................................................ ............................................................... ........ 58

CRI Crisis Management .............................................................................................................. 62

SITXCRI001 Respond to a customer in crisis ........................................................... ................................................. 62

SITXCRI002 Manage a business continuity crisis ................................................................ ...................................... 67

E-business ................................................................................................................................... 74

SITXEBS001 Use social media in a business ........................................................... ................................................. 74

SITXEBS002 Develop, implement and monitor the use of social media in a business .............................................. 79

SITXEBS003 Build and launch a small business website .......................................................................................... 83

FIN Finance ................................................................................................................................. 88

SITXFIN001 Process financial transactions ....................................................................................................... ........ 88

SITXFIN002 Interpret financial information ........................................................................................................ ........ 92

SITXFIN003 Manage finances within a budget .......................................................................................................... 97

SITXFIN004 Prepare and monitor budgets ............................................................... ............................................... 101

SITXFIN005 Manage physical assets ................................................................................................................ ...... 107

SITXFIN006 Manage revenue ................................................................................................................................. 112

FSA Food Safety ....................................................................................................................... 116

SITXFSA001 Use hygienic practices for food safety ............................................................ .................................... 116

SITXFSA002 Participate in safe food handling practices ......................................................................................... 120

SITXFSA003 Transport and store food ........................................................................................ ............................ 126

SITXFSA004 Develop and implement a food safety program ...................................................... ............................ 130

GLC Governance and Legal Compliance ................................................................................ 136





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SITXGLC001 Research and comply with regulatory requirements .......................................................................... 136

HRM Human Resource Management ....................................................................................... 142

SITXHRM001 Coach others in job skills ................................................................ .................................................. 142

SITXHRM002 Roster staff ......................................................... .............................................................. ................. 146

SITXHRM003 Lead and manage people ................................................................................................................. 150

SITXHRM004 Recruit, select and induct staff .............................................................................. ............................ 154

SITXHRM005 Manage volunteers............................................ ............................................................... ................. 160

SITXHRM006 Monitor staff performance ........................................................................................................... ...... 164

INV Inventory ............................................................................................................................. 168

SITXINV001 Receive and store stock ............................................................ .......................................................... 168

SITXINV002 Maintain the quality of perishable items ............................................... ............................................... 172

SITXINV003 Purchase goods .............................................................. .............................................................. ...... 177

SITXINV004 Control stock ........................................................ .............................................................. ................. 182

SITXINV005 Establish stock purchasing and control systems ..................................................... ............................ 186

LAN Languages Other Than English ....................................................................................... 192

SITXLAN001 Conduct basic oral communication in a language other than English ............................... ................. 192

SITXLAN002 Conduct routine oral communication in a language other than English .............................................. 196

SITXLAN003 Conduct oral communication in a language other than English .......................................................... 200

SITXLAN004 Conduct complex oral communication in a language other than English ........................................... 204

SITXLAN005 Read and write information in a language other than English ............................................................ 208

SITXLAN006 Read and write documents in a language other than English ........................................... ................. 212

MGT Management and Leadership .......................................................................................... 215

SITXMGT001 Monitor work operations ................................................................................................... ................. 215

SITXMGT002 Establish and conduct business relationships ....................................................... ............................ 219

SITXMGT003 Manage projects ........................................................... ............................................................... ...... 223

MPR Marketing and Public Relations ...................................................................................... 228

SITXMPR001 Coordinate production of brochures and marketing materials ..................................................... ...... 228

SITXMPR002 Create a promotional display or stand ........................................................... .................................... 233

SITXMPR003 Plan and implement sales activities .............................................................. .................................... 237

SITXMPR004 Coordinate marketing activities ................................................................................................. ........ 241

SITXMPR005 Participate in cooperative online marketing initiatives ...................................................... ................. 246

SITXMPR006 Obtain and manage sponsorship .......................................................................... ............................ 250

SITXMPR007 Develop and implement marketing strategies ................................. .................................................. 254

SITXMPR008 Prepare and present proposals ................................................................................................. ........ 258

WHS Work Health and Safety ................................................................................................... 263

SITXWHS001 Participate in safe work practices ................................................................ ..................................... 263

SITXWHS002 Identify hazards, assess and control safety risks .............................................................................. 267

SITXWHS003 Implement and monitor work health and safety practices ................................................................. 272





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SITXWHS004 Establish and maintain a work health and safety system ............................................................ ...... 279





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Client and Customer Service

SITXCCS001 Provide customer information and assistance

UNIT CODE SITXCCS001

UNIT TITLE Provide customer information and assistance

APPLICATION This unit describes the performance outcomes, skills andknowledge required to provide customers with information andassistance on facilities, products and services.

The unit applies to frontline service personnel working in arange of tourism, travel, hospitality, entertainment and culturalcontexts. Information and assistance are often providedface-to-face, but may be by telephone or other remotemechanisms.

Customer service personnel working under supervisionundertake this function, but the unit is also relevant to thoseworking in operational roles where customer service may notbe the main focus of work, e.g. animal handlers in a zoo ortechnicians in a theatre.

No occupational licensing, certification or specific legislativerequirements apply to this unit at the time of publication.

PREREQUISITE UNIT Nil

COMPETENCY FIELD Client and Customer Service

UNIT SECTOR Cross-Sector

ELEMENTS PERFORMANCE CRITERIA

Elements describe the

essential outcomes

Performance criteria describe the performance needed to demonstrateachievement of the element.

1. Access and updateinformation.

1.1. Source and access information on facilities, products andservices.

1.2. Incorporate information into day-to-day work activities.1.3. Share information with colleagues to support the

efficiency and quality of service.1.4. Identify and use opp ortunit ies to update and maintain

faci l i ty, prod uct and service knowledge .

2. Assist customers. 2.1. Proactively identify information and assistance needs ofcustomers, including those with special needs.

2.2. Provide accurate information in a clear, courteous andculturally appropriate way.

2.3. Where appropriate, assist or instruct customers in the

use of equipment and facilities according to safetyrequirements, or refer to relevant colleagues.



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2.4. Identify and use opportunities to promote internalproducts and services.

3. Seek feedback on

services.

3.1. Proactively seek customer feedback on facilities,

products and services.3.2. Observe customer behaviour to inform future servicedevelopments and follow procedures for formal customerevaluation.

3.3. Provide information on customer feedback to relevantcolleagues.

FOUNDATION SKILLS

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed

here, along with a brief context statement

SKILLS DESCRIPTION

Reading skills to: interpret sometimes detailed information on predictablecustomer requests.

Writing skills to: record brief notes and basic information.

Oral communicationskills to:

listen and respond to diverse customer requests, askingquestions to clarify and confirm.

Learning skills to: review own knowledge of information required to assistcustomers and participate in activities that continuouslyupdate it.

RANGE OF CONDITIONS

Specifies different work environments and conditions that may affect performance. Essential operating

conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the

item, and local industry and regional contexts) are included.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Oppo rtunit ies to

upd ate and maintain

faci l i ty, prod uct and

service know ledge must include:

discussions with colleagues

internal newsletters

leaflets and brochures

staff noticeboards

team meetings.

UNIT MAPPING

INFORMATION

SITXCCS101 Provide information and assistance

LINKS Companion Volume Implementation Guide:http://www.serviceskills.com.au/resources

http://www.serviceskills.com.au/resources





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TITLE Assessment Requirements for SITXCCS001 Providecustomer information and assistance

PERFORMANCE

EVIDENCE

Evidence of the ability to complete tasks outlined in elements

and performance criteria of this unit in the context of the jobrole, and:

provide current, accurate and relevant information andassistance about organisational facilities, products andservices to three different customers on three differentoccasions

provide above information and assistance in a culturallyappropriate manner and according to customer servicestandards

maintain and extend personal knowledge of relevantfacilities, products and services

seek informal feedback from customers on above

activities.

KNOWLEDGEEVIDENCE

Demonstrated knowledge required to complete the tasksoutlined in elements and performance criteria of this unit:

sources of information, advice and referral onorganisational facilities, products and services

details of organisational facilities, products and services:

◦ access

◦ cloaking

◦ direction or location of facilities

◦ facilities for those with special needs

◦ food and beverages◦ new activities, events and procedures

◦ opening hours

◦ operational changes

◦ pricing

◦ promotional activities

◦ ticket sales

◦ times of activities or events

organisational service procedures and standards

relevant legislation relating to customer service:

◦ Australian consumer law

◦ equal employment opportunity◦ work health and safety

◦ promotions

organisational policies and procedures to enable ethicaland non-discriminatory treatment of client requests andresolution of complaints:

◦ communication protocols

◦ complaint procedures

◦ customer service procedures

◦ reporting procedures

◦ personal presentation

◦

privacy◦ record-keeping procedures



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communication mediums required to provide service toclients and colleagues

conflict-resolution strategies

awareness of customs and practices of various social andcultural groups within Australia to assist with meeting clientneeds and expectations in regards to:

◦ modes of greeting, farewelling and conversation

◦ body language and body gestures

◦ formality of language

◦ clothing

services and products within the organisation that may besuited to particular clients

principles and benefits of enhanced customer serviceexperiences and positive communication.

ASSESSMENTCONDITIONS

Skills must be demonstrated in an operational customerservice environment in a service based industry such astourism, travel, hospitality or events. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

business equipment:

◦ computers

◦ telephones

sources of information on facilities and services

organisational specifications for customer servicestandards

customers from different cultural backgrounds with whomthe individual can interact; these can be:

◦ customers in an industry workplace during theassessment process; or

◦ individuals who participate in role plays or simulatedactivities, set up for the purpose of assessment, in asimulated industry environment operated within atraining organisation.

Assessors must satisfy the Standards for Registered TrainingOrganisations’ requirements for assessors.







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SITXCCS002 Provide visitor information


UNIT TITLE Provide visitor information

APPLICATION This unit describes the performance outcomes, skills andknowledge required to access general information onfacilities, products and services available in the local area andto provide this to visitors.

The unit applies to frontline service personnel working in arange of tourism, travel, hospitality, entertainment and cultural

contexts. Information is often provided face-to-face, but maybe by telephone or other remote mechanisms.

It applies to frontline service personnel who routinely respondto visitor requests for general local area information. Theymay be working independently or with guidance from othersin restaurants, hotels, wineries, attractions, entertainmentvenues, tour operations, visitor information centres and attour desks.






Elements describe the essential

outcomes


1. Access and updatevisitor information.

1.1. Identify and access sources of visitor information.1.2. Obtain general information on local facilities, products

and services to meet different visitor needs.1.3. Share information with colleagues to support the

efficiency and quality of service.1.4. Identify and use opp ortunit ies to update and maintain

local area know ledge .

2. Provide information tovisitors.

2.1. Identify specific information and assistance needs ofvisitors, including those with special needs.

2.2. Provide appropriate scope and depth of information tomeet visitor needs.

2.3. Identify and use opportunities to promote internalproducts and services.

3. Seek feedback oninformation provision. 3.1. Proactively seek visitor feedback to ensure requiredinformation has been provided.3.2. Follow procedures for any formal visitor evaluation.



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3.3. Provide information on visitor feedback to relevantcolleagues.

FOUNDATION SKILLS

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listedhere, along with a brief context statement

SKILLS DESCRIPTION

Reading skills to: interpret sometimes detailed product and local areainformation

research, sort and use relevant information.

Writing skills to: record simple notes and basic information on localfacilities, products and services for visitors.

Oral communication skills

to:

listen and respond to range of visitor requests, asking

questions to clarify and confirm.Learning skills to: review own knowledge of information required to assist

visitors and participate in activities that continuouslyupdate it.

RANGE OF CONDITIONS





Oppo rtunit ies to upd ate

and m aintain loc al area

knowledge must includeat least four of thefollowing:

informal discussions with colleagues and visitors internal newsletters and external promotional material

local information centre

participating in local familiarisation tours

local media: newspaper, radio and television

personal observation or exploration

principal or supplier of the product or service

staff noticeboards

team meetings.

UNIT MAPPINGINFORMATION

SITXCCS201 Provide visitor information







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TITLE Assessment Requirements for SITXCCS002 Providevisitor information

PERFORMANCE

EVIDENCE



provide current, accurate and relevant information aboutlocal area features to three different visitors on threedifferent occasions

provide above information and assistance in a culturallyappropriate manner and according to organisationalservice standards

extend personal knowledge of relevant facilities, productsand services

seek formal and informal feedback from visitors on aboveservices.

KNOWLEDGEEVIDENCE


sources of information on the available local area facilities,products and services:

◦ brochures

◦ library

◦ local council

◦ local people and local identities with specialisedknowledge

◦ local visitor guide booklets and maps

◦ online reservation systems◦ organisation information

◦ organisation-designed information systems

◦ principal supplier of a product

◦ product library

◦ room directories

◦ social media websites

◦ state or territory government tourism authorityinformation systems

◦ timetables

information on the local area features:

◦ accommodation options◦ dining options

◦ entertainment venues

◦ local attractions

◦ local personal services facilities

◦ local shopping facilities

◦ local transport options

◦ organisation-specific information

◦ road conditions

◦ sporting facilities

◦ tours, local outings and trips

◦

travelling routes◦ weather conditions

organisational service procedures and standards:



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◦ designated response times for acknowledgingcustomers and their enquiry

◦ personal presentation and hygiene standards

awareness of customs and practices of various social andcultural groups of visitors to assist with meeting visitorneeds and expectations in regards to:




◦ clothing

methods of collecting feedback:

◦ formal:- surveys- interviews- structured questioning

◦ informal:- observation- casual discussion

organisational service procedures and standards.


Skills must be demonstrated in an operational customerservice environment in a service based industry such astourism, travel, hospitality or events where information issourced and provided to visitors. This can be:




sources of information on the local area facilities, servicesand general products, and their availability

organisational specifications for customer servicestandards

visitor surveys and feedback forms

visitors from different cultural backgrounds with whom theindividual can interact; these can be:

◦ visitors to an industry workplace during the assessmentprocess; or

◦

individuals who participate in role plays or simulatedactivities, set up for the purpose of assessment, in asimulated industry environment operated within atraining organisation.








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SITXCCS003 Interact with customers


UNIT TITLE Interact with customers

APPLICATION This unit describes the performance outcomes, skills andknowledge required to deliver fundamental customer service toboth internal and external customers. It requires the ability togreet and serve customers, and respond to a range of basiccustomer service enquiries, including routine customerproblems.

The unit applies to frontline service personnel who operateunder close supervision and with guidance from others. Theyprovide routine customer service and would not be expected to

respond to complex customer requests or complaints.

The unit applies to individuals working in a range of tourism,travel, hospitality and events contexts.







essential outcomes


1. Greet and servecustomers.

1.1. Prioritise customers ahead of other workplace duties.1.2. Greet customers according to organisational customer

service standards.1.3. Commu nicate wi th customers in a clear and

professional manner.1.4. Explain and match products and services to customer

needs.2. Work with others todeliver service.

2.1. Identify personal limitations in serving the needs ofcustomers and seek assistance from others whereappropriate.

2.2. Follow directions of supervisors and managers to deliverquality service.

2.3. Resolve routine customer problems according to ownlevel of responsibility and organisational policy.

2.4. Escalate other service issues to a higher level staffmember for action in line with organisational procedures.

3. Provide feedback oncustomer service.

3.1. Report service issues and customer problems as theyarise.

3.2. Provide customer feedback to relevant supervisors ormanagers.



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FOUNDATION SKILLS


here, along with a brief context statement.

SKILLS DESCRIPTION

Reading skills to: interpret sometimes detailed procedures documents.

Writing skills to: record simple notes and basic information.


ask questions and actively listen to customers to determinetheir needs

discuss causes of customer problems with colleagues andsupervisors in a professional manner.

Problem-solving skills to: recognise customer problems and resolve or refer serviceissues.

Initiative and enterpriseskills to:

recognise delays and deficiencies in customer service andrectify to customer satisfaction in line with own level ofresponsibility.

RANGE OF CONDITIONS





Ways to communicate

wi th customers mustinclude:

communicating:

◦

by telephone◦ electronically

◦ face-to-face

showing interest in customer needs and maintaining awelcoming customer environment during service deliverythrough the use of:

◦ appropriate voice tonality and volume

◦ basic gestures

◦ product information sheets.

Others must include: colleagues

managers

supervisors.


SITXCCS202 Interact with customers







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TITLE Assessment Requirements for SITXCCS003 Interact withcustomers

PERFORMANCE

EVIDENCE



identify customer requirements and provide effectivecustomer service to two different internal and two differentexternal customers to meet requirements

interact with above customers in line with organisationalcustomer service standards and within designatedorganisational response times

demonstrate procedures to respond to three differentcustomer problems according to organisational policiesand procedures

identify situations where problems are beyond own level of

responsibility, and process to escalate in line withorganisational policies and procedures

seek informal feedback from customers on aboveactivities.

KNOWLEDGEEVIDENCE


importance of the customer in the service industries

customer service standards expected in the serviceindustries

profiles of different types of customers:

◦ external◦ internal

◦ new

◦ regular or repeat

◦ visitors

value and role of customer feedback in improving servicedelivery

presentation standards for:

◦ customer environment

◦ customer service personnel

◦ documents and promotional materials

customer service policies and procedures:◦ application of booking or cancellation fees

◦ response times for acknowledging and greetingcustomers

◦ response times for delivering products and services

◦ customer service policies for resolving routinecustomer problems

◦ policies regarding product pricing and quality

◦ processing refunds and exchanges

◦ empowerment of different levels of personnel toresolve complaints, disputes, service issues andcustomer compensation

◦ policies for escalating and reporting service issues andcustomer problems



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procedures for responding to routine customer problems:

◦ incorrect pricing of products and services

◦ delays or errors in providing products or services

◦ misunderstanding customer requests.


Skills must be demonstrated in an operational businessenvironment where customers are served. This can be:




organisational policies and procedures relating to:

◦ customer service standards

◦ designated response times

◦

presentation standards◦ dealing with customer problems

◦ recording and reporting customer feedback

internal and external customers with whom the individualcan interact; these can be:










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SITXCCS004 Provide lost and found services


UNIT TITLE Provide lost and found services

APPLICATION This unit describes the performance outcomes, skills andknowledge required to provide service to customers who havelost or found items. It requires the ability to determine andrecord details of items, investigate lost items, assist claimantsand complete documentation.

The unit applies to frontline operations personnel working in arange of tourism, travel, hospitality and entertainment andcultural contexts.







essential outcomes


1. Determine andrecord details of lostor found item.

1.1. Obtain and verify descriptions and relevant details of lostor found item.

1.2. Tag found item and place in designated location.1.3. Use lost and found register to record details of item.

2. Assist customer withlost or claimed item.

2.1. Conduct all communication with property owner in aprofessional manner.

2.2. Provide details of organisational procedures andobligations for los t or found i tem .

2.3. Investigate and trace lost item.2.4. Investigate and confirm ownership of found item.2.5. Verify claimant identification before release of found item.

2.6. Obtain claimant signature for collection of claimed item.3. Complete end of

shift duties.3.1. Update lost and found register to reflect investigation and

collection of items.3.2. Complete los t and found reports according to

organisational procedures.3.3. Recommend improvements to lost and found procedures

as required.

FOUNDATION SKILLS





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SKILLS DESCRIPTION

Reading skills to: interpret organisational lost and found procedures, detailsin the lost and found register, and claimant identification

documents.Writing skills to: record clear and succinct descriptions of lost and found

items in the register

write simple reports.


determine details of lost items using active listening andquestioning techniques

discuss details of lost items in a professional manner.

RANGE OF CONDITIONS





Details of lost or founditem must include:

date, time and location of loss

date, time and location of find

description of lost or found item

owner contact details.

Lost and found reports must include:

daily or weekly reports

logs or journals

verbal or written reports

hard copy or electronic reports.


SITXCCS301 Provide lost and found services







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TITLE Assessment Requirements for SITXCCS004 Provide lostand found services

PERFORMANCE

EVIDENCE



provide efficient and courteous lost and found service on atleast three different occasions, using appropriatecommunication skills to determine required details of lostor found items

record clear details of above lost or found items andprepare simple reports according to organisationalprocedures on each of the above service occasions

complete investigation of above lost or found items withintimeframes determined by the property owner ororganisation.

KNOWLEDGEEVIDENCE


for lost and found items:

◦ organisational procedures for providing services

◦ methods to succinctly and clearly record details

for lost items:

◦ methods to trace items and determine ownership

for found items:

◦ methods to locate items and determine ownership

◦ typical storage facilities for items

◦ security requirements for storage formats for lost and found registers and reports, and

required content of entries.


Skills must be demonstrated in an operational environmentwhere lost and found services are provided. This can be:




secure storage facilities for found items

current commercial lost and found registers, proceduresand reporting documents

property owners with whom the individual can interactregarding lost and found items; these can be:






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SITXCCS005 Provide club reception services


UNIT TITLE Provide club reception services

APPLICATION This unit describes the performance outcomes, skills andknowledge required to provide reception services in a licensedclub environment. It requires the ability to deliver qualitycustomer service while assisting customers to comply withclub and legislative licensing requirements.

The unit applies to all types of licensed clubs, includingsporting, entertainment, social, workers’ and Returned andServices League (RSL) clubs.

It applies to frontline customer service personnel who operatewith some level of independence and under limitedsupervision. This includes club receptionists, front deskreceptionists, and doorpersons.







essential outcomes


1. Provide informationon club services andprocessmemberships.

1.1. Provide advice and information on club services andfacilities to members, guests and visitors.

1.2. Explain membership requirements and rules to members,guests and visitors in a professional manner.

1.3. Explain membership application forms to applicants andassist with form completion.

1.4. Calculate and process membership payments.1.5. Issue correct proof of membership documentation.1.6. Use c lub recept ion technology to assist with providing

services to members and guests.

2. Monitor entry to club. 2.1. Check proof of membership upon entry to the club.2.2. Assist guests and visitors to sign in according to

government and organisational requirements.2.3. Check member, guest and visitor compliance with dress

and age regulations.2.4. Refuse entry to non-compliant members, guests and

visitors.2.5. Escalate disputes over club entry to security, supervisor

or other relevant person according to organisationalpolicy.



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FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: recognise club membership, identification (ID) and proof ofage documents

interpret and follow in-house policies and procedures

locate information in membership database records.

Writing skills to: enter information legibly into membership applicationforms.


discuss club entry matters with members and guests in aprofessional manner.

Technology skills to: access and interpret membership database information use public address systems.


SITXCCS302 Provide club reception services







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TITLE Assessment Requirements for SITXCCS005 Provide clubreception services

PERFORMANCE

EVIDENCE



respond to at least three different member, guest or visitorenquiries about facilities, services and membership

process membership applications and issue membershipdocumentation for at least three different new members

monitor club entry by members, guests and visitors duringat least four service periods, ensuring all entryrequirements are met and enabling efficient flow throughreception to club facilities

perform above activities in a professional manner andwithin commercial timeframes.

KNOWLEDGEEVIDENCE


key aspects of club licensing laws covering entryrequirements for members, guests and visitors

acceptable forms of club membership documentation

acceptable forms of identification (ID), proof of age andresidence

purpose and use of typical club reception technology:

◦ information systems currently used by clubs to managemembership database

◦ membership badge production equipment◦ scanning equipment for temporary membership

documents

◦ communications equipment:- telephones- radio- internal public address system

organisational dress regulations for club

club membership rules, conditions, benefits, entitlementsand costs

contents of membership application forms and importance

of ensuring accurate recording of membership details full details of club services, facilities, current promotions,

events and entertainment.


Skills must be demonstrated in an environment whereoperational club reception services are offered. This can be:




club reception technology:

◦

communications equipment:- telephones

◦ internal public address system



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◦ computers and information systems currently used byclubs to manage membership

scanning equipment for temporary membership documents

current plain English regulatory documents outlining clubentry requirements

club documents outlining current policies, procedures,facilities, membership benefits, costs and dress regulations

club membership application forms

club members, guests and visitors with whom theindividual can interact; these can be:


◦ individuals who participate in role plays or simulatedactivities, set up for the purpose of assessment, in asimulated industry environment operated within a

training organisation.








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SITXCCS006 Provide service to customers


UNIT TITLE Provide service to customers

APPLICATION This unit describes the performance outcomes, skills andknowledge required to communicate effectively with andprovide quality service to both internal and external customers.It requires the ability to establish rapport with customers,determine and address customer needs and expectations, andrespond to complaints.

The unit applies to those frontline service personnel who dealdirectly with customers on a daily basis and who operate withsome level of independence and under limited supervision.

This includes individuals working in a range of tourism, travel,hospitality and events contexts.







essential outcomes


1. Communicate withinternal and externalcustomers.

1.1. Communicate with customers in a professional mannerwithin designated response times using appropriateverbal and non-verbal communication.

1.2. Observe and respond to non-verbal communication ofcustomers.

1.3. Use active listening and questioning to facilitate effectivetwo-way communication.

1.4. Select a medium of commu nication appropriate for thecustomer and situat ion .

2. Follow definedorganisationalstandards whendelivering service.

2.1. Practise high standards of personal presentation andhygiene according to organisational requirements.

2.2. Follow organisational customer service policies andprocedures.

2.3. Adhere to professional standards expected of serviceindustry personnel.

3. Provide service tocustomers.

3.1. Establish rapport with customer to promote goodwill andtrust during service delivery.

3.2. Identify customer needs and expectations, includingcustomers with special needs.

3.3. Promptly meet all reasonable customer needs andrequests.



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3.4. Identify and anticipate operational problems and takeaction to minimise the effect on customer satisfaction.

3.5. Recognise and act upon opportunities to deliver

additional levels of service beyond customer’s immediaterequest.

4. Respond tocustomercomplaints.

4.1. Proactively recognise customer dissatisfaction and takeswift action to avoid escalation to a complaint.

4.2. Respond to customer complaints in a professionalmanner.

4.3. Identify solutions in consultation with customer.4.4. Resolve complaints according to own level of

responsibility and organisational policy.4.5. Escalate complex service issues to higher level staff for

action.

5. Provide internal

feedback oncustomer servicepractices.

5.1. Provide ongoing internal feedback on service practices,

policies and procedures, and suggest improvements.5.2. Identify individual and recurring complaints and provide

internal feedback to avoid future occurrence.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: interpret messages, notes, letters, online communications,and policies and procedures.

Writing skills to:

record clear and concise messages, notes, emails, faxesand letters.

Self-management skillsto:

deal with customer enquiries in a logical sequence whileaccommodating other work commitments.

Technology skills to: use electronic communication media.

RANGE OF CONDITIONS





Medium of

communicat ion mustinclude consideration of:

assistive technology

email or other electronic communication

face-to-face communication

fax

written messages for restaurant bookings or phonemessages

standard forms and pro formas

telephone

use of interpreters

two-way communication systems.

Situat ion must involveconsideration of thefollowing factors:

access of the sender and receiver to necessary equipmentand technology



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degree of formality required

required format

technical and operational features to fulfil the need

technical skills required to use the medium urgency and timeframes.


SITXCCS303 Provide service to customers







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TITLE Assessment Requirements for SITXCCS006 Provideservice to customers

PERFORMANCE

EVIDENCE



identify customer requirements and provide qualitycustomer service to three different internal and threedifferent external customers to meet requirements

provide service to above customers in line withorganisational customer service standards and withindesignated organisational response times

demonstrate procedures to respond to and resolve threedifferent customer complaints according to organisationalpolicies and procedures

demonstrate effective communication with the above

internal and external customers, including any with specialneeds

seek formal and informal feedback from customers onabove service.

KNOWLEDGEEVIDENCE


principles of quality customer service and positivecommunication

appropriate non-verbal communication for customerservice:

◦ body language◦ culturally specific communication customs and

practices

◦ dress and accessories

◦ gestures and mannerisms

◦ use of space

◦ voice tonality and volume

methods for enhancing service delivery in response to staffand customer feedback

specific industry sector:

◦ professional service standards expected of service

industry personnel◦ attitudes and attributes expected by the service

industries to work with customers

◦ standards of personal presentation and hygiene

◦ different customer service and communicationexpectations, especially those with special serviceneeds

particular organisation:

◦ types of customers- external- internal- new

- regular or repeat- visitors



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◦ designated response times for acknowledgingcustomers and their enquiry

◦ personal presentation and hygiene standards

customer service policies and procedures, in particularthose for:

◦ acknowledging and greeting customers

◦ complaint and dispute management

◦ empowerment of different levels of personnel toresolve complaints, disputes, service issues andcustomer compensation

◦ loyalty programs

◦ presentation standards for customer environment,customer service personnel, and documents andpromotional materials

◦ pricing guarantees

◦ product quality

◦ refunds and cancellation fees

◦ response times

◦ service guarantees

◦ training staff for customer service and complainthandling

awareness of special needs, customs and practices ofvarious social and cultural groups of customers in regardsto:



◦ formality of language◦ clothing


◦ formal:- surveys- interviews- structured questioning


essential features, conventions and usage of differenttypes of communication techniques and equipment.


Skills must be demonstrated in an operational businessenvironment where customers are served. This can be:




organisational policies, procedures and templates relatingto:



◦ presentation standards

◦ procedures for dealing with customer complaints



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◦ customer surveys and feedback collection


internal and external customers with different cultural

backgrounds and special service needs with whom theindividual can interact; these can be:




LINKS Companion Volume Implementation Guide:







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SITXCCS007 Enhance customer service experiences


UNIT TITLE Enhance customer service experiences

APPLICATION This unit describes the performance outcomes, skills andknowledge required to provide professional and personalisedcustomer service experiences. It requires the ability todetermine and meet customer preferences, develop customerrelationships, respond to difficult service situations, and takeresponsibility for resolving complaints.

The unit applies to those who deal directly with customers on adaily basis and who operate independently or with limitedguidance from others. It includes senior frontline sales

personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.

This includes individuals working in a range of tourism, travel,hospitality and events contexts.







essential outcomes


1. Provide a qualityservice experience.

1.1. Determine and confirm customer preferences, needs andexpectations.

1.2. Advise customers about appropriate products andservices to meet their needs.

1.3. Anticipate customer preferences, needs and expectations

throughout the service experience.1.4. Promptly provide products and services with professionaland personalised service to meet individual preferences.

1.5. Offer extras and add-ons and provide tailored andadditional products and services.

1.6. Check actioning of special requests before customerdelivery.

1.7. Liaise with team members and suppliers to ensureefficient service delivery.

1.8. Share customer information with team members toensure quality service.

2. Proactively respond

to difficult servicesituations.

2.1. Identify problems with products and services and take

immediate action to address before provision tocustomer.



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2.2. Anticipate delays in product and service provision andregularly update customer on expected outcomes.

2.3. Advise customers of alternative products and services.

2.4. Proactively compensate for service difficulty in line withown level of responsibility and organisational policy.2.5. Provide ongoing internal feedback on service issues and

suggest improvements.

3. Resolve customercomplaints.

3.1. Use questioning techniques to establish and agree onnature, possible cause, and details of the complaint.

3.2. Assess impact on customer.3.3. Take responsibility for resolving complaints in a

professional manner and using communicationtechniques to assist in their management.

3.4. Determine options to resolve complaints and promptlyanalyse and decide on optimal solutions, taking

organisat ional constraints into account.3.5. Act swiftly to resolve complaints and prevent escalation,

in consultation with customer and to customersatisfaction.

3.6. Turn complaints into opportunities to demonstrate highquality customer service.

3.7. Provide internal feedback on customer complaints andfeedback and required follow-up in order to avoid futureoccurrence.

3.8. Review and evaluate complaints and solutions toenhance response to future issues.

4. Develop customer

relationships.

4.1. Promote repeat business by offering promotional

services according to individual empowerment andorganisational policy.

4.2. Maintain customer profiles to enhance service delivery.4.3. Provide personalised service to customers in a

professional manner that builds repeat business.4.4. Provide tailored products and services based on

customer profile.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: interpret organisational policies and procedures.

Writing skills to: record entries in customer service records.


use probe questioning to determine customer needs,preferences and problems; clarify ambiguities; andadequately understand customer complaints.

Numeracy skills to: calculate the cost of products and services, estimateprofitability, and consider the cost of customercompensation.

Problem-solving skills to: determine adequate and appropriate compensation forservice or product difficulty.



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Technology skills to: use computers and databases that manage customerprofiles and promotional activities.

RANGE OF CONDITIONS





Organisat ional

constra ints must involveconsideration of:

costs and budgets

feasibility of providing the solution

own authority to resolve the complaint

policy and procedures

profitability of the sale

ultimate responsibility within the organisation.UNIT MAPPINGINFORMATION

SITXCCS401 Enhance the customer service experience







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TITLE Assessment Requirements for SITXCCS007 Enhancecustomer service experiences

PERFORMANCE

EVIDENCE



identify customer requirements and provide professionaland personalised customer service experiences to twodifferent internal and two different external customers tomeet requirements

demonstrate procedures to respond to and resolve threedifferent customer complaints according to organisationalpolicies and procedures

demonstrate effective communication with the aboveinternal and external customers, including any with specialneeds

seek formal and informal feedback from customers onquality of above service

provide above service to above customers in line withorganisational customer service standards and withindesignated organisational response times.

KNOWLEDGEEVIDENCE


principles and benefits of enhanced customer serviceexperiences and positive communication

techniques to anticipate customer preferences, needs and

expectations throughout the service experience conflict resolution techniques

methods for enhancing service delivery in response to staffand customer feedback

various extras and add-ons to enhance the customerexperience:

◦ additional destinations

◦ additional tours or cruises

◦ cocktails and liqueurs to enhance the diningexperience

◦ coordination services at events and conferences

◦

entrance to events, festivals and entertainmentscheduled during customer stay at destination

◦ entrance to major attractions at destination

◦ extra food items

◦ flight fuel emissions offset fee

◦ local guiding services

◦ optional meals and dining experiences

◦ prepayment of baggage charges

◦ prepayment of in-flight meals

◦ pre-travel seat selection

◦ private car transfers in lieu of regular transportationoptions

◦ special offers or packages◦ specialised styling for events



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◦ storage for luggage after check-out

◦ travel insurance

◦ upgraded accommodation and flights

◦ wine or boutique beers to match meals ordered


◦ professional service standards and protocols forservice industry personnel

◦ attitudes and attributes expected by the serviceindustries to work with customers

◦ different customer service needs and expectations

◦ types of customer loyalty programs

◦ essential features and use of the customer databases

particular organisation:

◦ designated response times for providing service andresolving complaints

◦ customer service policies and procedures

◦ complaint handling policies and procedures

◦ promotional services offered

procedures for responding to the following commoncustomer complaints:

◦ incorrect pricing or quotes

◦ delays or errors in providing products or services

◦ misunderstanding of customer requests

◦ escalated complaints or disputes

◦ other team members or suppliers not providing specialrequests

◦ misunderstandings or communication barriers◦ unmet expectations of, or problems or faults with, a

service or product

methods of compensating dissatisfied customers:

◦ negotiating with suppliers on customer behalf to gainreduced rates or extra services

◦ providing some or all services:- free of charge- at reduced rate

◦ providing:- discount vouchers to attend at a future time

- inexpensive add-on products- small gifts- special attention during the service period- special customer service delivery on next

attendance

factors to consider when determining compensation ofdissatisfied customers:

◦ financial constraints of the organisation

◦ profitability of the sale

awareness of special needs, customs and practices ofvarious social and cultural groups of customers in regardsto:

◦ modes of greeting, farewelling and conversation◦ body language and body gestures



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◦ clothing


◦ formal:

- surveys- interviews- structured questioning


essential features, conventions and usage of differenttypes of communication techniques and equipment.

ASSESSMENT

CONDITIONS

Skills must be demonstrated in an operational business

environment where customers are served. This can be: an industry workplace



computers and databases that manage customer profilesand promotional activities

organisational policies, procedures and templates relatingto:



◦ presentation standards

◦ procedures for dealing with customer complaints◦ customer surveys and feedback collection


internal and external customers with different culturalbackgrounds and special service needs with whom theindividual can interact; these can be:











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SITXCCS008 Develop and manage quality customer service practices


UNIT TITLE Develop and manage quality customer service practices

APPLICATION This unit describes the performance outcomes, skills andknowledge required to develop, monitor and adjust customerservice practices. It requires the ability to consult withcolleagues and customers, develop policies and proceduresfor quality service provision, and manage the delivery ofcustomer service.

The unit applies to senior managers who operateindependently, have responsibility for others and areresponsible for making a range of operational and strategic

decisions.

This includes individuals working in a range of tourism, travel,hospitality and event contexts and to any small, medium orlarge organisation.







essential outcomes


1. Develop qualitycustomer servicepractices.

1.1. Obtain information on customer needs, expectations andsatisfaction levels using both formal and informalresearch.

1.2. Provide opportunities for customers and staff to givefeedback on products and services.

1.3. Review changes in internal and external environmentsand integrate findings into planning for quality service.1.4. Provide opportunities for staff to participate in

development of customer service practices.1.5. Develop policies and procedures for quality service

provision.

2. Manage delivery ofquality service.

2.1. Communicate policies, procedures and expectations tostaff.

2.2. Make policies readily available to customers and staff.2.3. Monitor customer service in the workplace to ensure

standards are met.2.4. Initiate staff training to enhance customer service.

2.5. Take responsibility for service outcomes and disputeresolution.



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2.6. Act as a positive role model for professional standardsexpected of service industry personnel.

3. Monitor and adjust

customer service.

3.1. Seek ongoing feedback from staff and customers to

improve performance.3.2. Assess effectiveness of customer service practices.3.3. Identify systemic customer service problems and adjust

policies and procedures to improve service quality.3.4. Develop, document and communicate new approaches

to customer service to staff involved in service delivery.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: interpret customer service surveys and unfamiliar complexdocuments on current industry trends and changes thataffect service delivery

research customer service requirements.

Writing skills to: produce comprehensive yet easily accessible policies andprocedures that provide service expectations.


discuss customer service needs with staff and customers.

Numeracy skills to: calculate and interpret customer satisfaction statistics andbusiness performance data.

Learning skills to: contribute to change management in workplace customer

service.Problem-solving skills to: allow for a rational and logical evaluation of the

characteristics and needs of the organisation in order todesign tailored customer service practices.

Planning and organisingskills to:

plan for, establish and regularly monitor all components ofthe customer service system.


take responsibility for customer service outcomes.

Technology skills to: use software to analyse customer satisfaction data.


SITXCCS501 Manage quality customer service







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TITLE Assessment Requirements for SITXCCS008 Develop andmanage quality customer service practices

PERFORMANCE

EVIDENCE



research and develop customer service policies andprocedures for at least three different areas of the businessthat meet industry standards

implement and monitor practices for quality customerservice in line with above policies and procedures over fourservice periods

evaluate practices for quality service provision and identifyany failings

review policies and procedures, adjust as necessary, andcommunicate any new practices to staff.

KNOWLEDGEEVIDENCE


principles of quality customer service


◦ professional service standards for service industrypersonnel

◦ attitudes and attributes expected by the serviceindustries to work with customers

roles and responsibilities of management, supervisors andoperational personnel in providing quality service

sources of information on current service trends andchanges that affect service delivery

internal and external environmental changes and theireffect on planning for quality customer service:

◦ changes in the competitive environment

◦ economic climate

◦ introduction of new technologies or equipment

◦ management changes and organisational restructures

◦ recruitment practices

◦ trends in customer service preferences

methods of formal and informal customer research:

◦

analysis of competitive environment and industryservice trends

◦ customer service surveys

◦ customer focus groups

◦ qualitative or quantitative research

◦ seeking feedback from service delivery colleagues

◦ questioning customers

methods of implementing quality service provision:

◦ developing, implementing and monitoring customerservice policies and procedures

◦ involving staff in the development of customer servicepractices

◦ evaluating staff and customer feedback



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methods of assessing the effectiveness of customerservice practices:

◦ examining overall business performance

◦

monitoring the ongoing effectiveness of:- staff in meeting customer service standards- policies and procedures in explaining practices

◦ reviewing numbers and nature of:- complaints- disputes- responses of customers

◦ reviewing customer satisfaction survey statistics

methods of obtaining feedback from customers:

◦ customer service discussions with employees duringthe course of each business day

◦ discussions with customers

◦ formal customer interviews◦ regular staff meetings that involve service discussions

◦ seeking staff suggestions for content of customerservice policies and procedures

◦ surveys of internal customers, external customers andstaff

◦ improvements suggested by:- customers involved in complaints or disputes- suppliers- staff, supervisors and managers

industry schemes, accreditation schemes and codes of

conduct aimed at improving customer service areas where organisational policies and procedures assist

in ensuring quality customer service:

◦ acknowledging and greeting customers

◦ complaint and dispute management

◦ authority for different level personnel to resolvecomplaints, disputes, service issues and customercompensation

◦ loyalty programs

◦ presentation standards for customer environment andcustomer service personnel

◦ pricing and service guarantees

◦ product quality

◦ refunds and cancellation fees

◦ response times

◦ staff training for:- customer service- technical skills

objectives, components and comprehensive details ofconsumer protection laws that relate to customer service,and the business’ responsibility for:

◦ nominating and charging cancellation fees

◦ providing information on potential price increases

◦ providing refunds



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◦ supplying products as described or substituting suitableproducts when unable

◦ formats for and content of policies and procedures.


Skills must be demonstrated in an operational businessenvironment for which tailored customer service practices arerequired. This can be:




current plain English regulatory documents distributed bygovernment consumer protection regulators

codes of practice and standards for customer service

issued by industry groups sources of information on customer needs, complaints and

feedback

customer surveys and feedback collection tools andtemplates

team members with whom the individual can interact;these can be:

◦ staff in an industry workplace during the assessmentprocess; or










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COM Communication and

Teamwork

SITXCOM001 Source and present information

UNIT CODE SITXCOM001

UNIT TITLE Source and present information

APPLICATION This unit describes the performance outcomes, skills and

knowledge required to conduct basic research and presentinformation in response to an identified need.

The unit applies to all industry sectors and to any individualwho needs to use very basic research and presentation skillsin the workplace. People working under supervision wouldundertake this role.



COMPETENCY FIELD Communication and TeamworkUNIT SECTOR Cross-Sector



essential outcomes


1. Source information. 1.1. Identify current information sources appropriate to theinformation to be sourced.

1.2. Access information sources and review for relevance.1.3. Obtain information within designated timelines.

2. Prepare and presentinformation.

2.1. Review information and select content to suit the specificneed.

2.2. Draft text if required, including appropriate information.2.3. Express information clearly, concisely and accurately.2.4. Present information according to organisational

guidelines and in a format appropriate to circumstancesand audience.

2.5. Deliver information to appropriate person withindesignated timelines.

FOUNDATION SKILLS

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listedhere, along with a brief context statement.



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SKILLS DESCRIPTION

Reading skills to: source and interpret information on familiar topics.

Writing skills to: record simple information using an established format.


present simple information clearly and logically.

Learning skills to: identify and approach a more experienced worker for help.


meet organisational requirements when sourcing andpresenting required information.

Technology skills to: use the internet as a research tool.


SITXCOM101 Source and present information








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TITLE Assessment Requirements for SITXCOM001 Source andpresent information

PERFORMANCE

EVIDENCE



find and review current information on at least three of thefollowing topics:

◦ availability of products or services

◦ customer service research, such as feedback fromcustomers about a particular product or service

◦ information from other departments in the organisation,such as available products or services

◦ product supplier information

◦ new workplace systems or equipment

◦ product and service styles that would meet different

customer and market requirements prepare a presentation on the above information in a

logical, well organised and professional manner withindesignated timeframes.

KNOWLEDGEEVIDENCE


types of information resources available and how to accessthem

methods of presenting information:

◦ verbal

◦ written◦ diagrammatic

◦ group discussion

◦ multimedia

importance of presenting information in a logical sequenceand at an appropriate depth

alternative presentation formats for special needs groups.


Skills must be demonstrated in:




current information and communications technology

sources of information:

◦ customer feedback

◦ general and trade media

◦ industry associations

◦ industry marketing or research bodies

◦ lectures and presentations

◦ other colleagues and personnel

◦ product suppliers

◦ trade shows and exhibitions.



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SITXCOM002 Show social and cultural sensitivity


UNIT TITLE Show social and cultural sensitivity

APPLICATION This unit describes the performance outcomes, skills andknowledge required to be socially aware when servingcustomers and working with colleagues. It requires the abilityto communicate with people from a range of social and culturalgroups with respect and sensitivity, and to address cross-cultural misunderstandings should they arise.

The unit applies to all tourism, travel, hospitality and eventsectors. All personnel at all levels use this skill in theworkplace during the course of their daily activities.



COMPETENCY FIELD Communication and Teamwork




essential outcomes

Performance criteria describe the performance needed to demonstrate

achievement of the element.

1. Communicate withcustomers andcolleagues fromdiversebackgrounds.

1.1. Respect customers and colleagues from different socialand cultural groups and treat them with respect andsensitivity.

1.2. Consider social and cultural differences in all verbal andnon-verbal communication.

1.3. Respond to others in a non-discriminatory way.1.4. Make attempts to overcome language barriers.1.5. Seek help with communication when necessary.

2. Addresscross-cultural

misunderstandings.

2.1. Identify social and cultural issues that may cause conflictor misunderstanding in the workplace.

2.2. Address difficulties and seek assistance from otherswhen necessary.2.3. Consider social and cultural differences when difficulties

or misunderstandings occur.2.4. Make efforts to resolve misunderstandings, taking

account of social and cultural considerations.2.5. Escalate problems and unresolved issues to appropriate

supervisor or manager for follow-up.

FOUNDATION SKILLS


SKILLS DESCRIPTION



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Reading skills to: understand workplace anti-discrimination policies and plainEnglish documents produced by government informationagencies.

Oral communicationskills to: discuss cross-cultural misunderstandings and difficulties

with supervisors, managers and other team members andidentify possible strategies to resolve them.


SITXCOM201 Show social and cultural sensitivity

LINKS Companion Volume Implementation Guidehttp://www.serviceskills.com.au/resources






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TITLE Assessment Requirements for SITXCOM002 Show socialand cultural sensitivity

PERFORMANCE

EVIDENCE



communicate in a non-discriminatory way with colleaguesand customers from at least three different social andcultural groups:

◦ demonstrating attempts to overcome language barriers

◦ communicating in line with appropriate social andcultural conventions

◦ demonstrating respect and sensitivity

identify when assistance is required in the abovecommunication, and seek help using the appropriatechannels.

KNOWLEDGEEVIDENCE


key principles of fairness and equity in relation tointeraction with colleagues and customers

key cultural and religious protocols of main social andcultural groups in Australian society, including AustralianIndigenous people

key cultural and religious protocols of main inbound touristmarkets to Australia

different types of disability and their implications for the

workplace anti-discrimination policies for the industry and specific

organisation

basic aspects of state, territory and commonwealth lawscovering anti-discrimination, including requirements to:

◦ treat customers and colleagues fairly and equitably

◦ not discriminate, show partiality or grant any specialfavours on the basis of social and cultural attributes

◦ not threaten, humiliate or intimidate people because oftheir social or cultural attributes

sources of assistance in communicating with colleagues

and customers from diverse social and cultural groups:◦ government agencies

◦ diplomatic services

◦ disability advocacy groups

◦ educational institutions

◦ interpreter services

◦ local cultural organisations

approaches to overcoming language barriers in theworkplace:

◦ communicating through the use of:- gestures- signs

- simple words in English or the other person’slanguage



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◦ giving simple directions

◦ giving simple instructions.


Skills must be demonstrated in an operational tourism, travel,hospitality or events environment where communication withsocially diverse customers and colleagues takes place. Thiscan be:




current organisational anti-discrimination policies

plain English documents issued by government regulatorsthat provide information on anti-discrimination laws

customers and other colleagues from a diverse range ofsocial and cultural groups with whom the individual caninteract; these can be:

◦ customers and colleagues in an industry workplacewho are assisted by the individual during theassessment process; or


Assessors must satisfy the Standards for Registered Training

Organisations’ requirements for assessors.







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SITXCOM003 Provide a briefing or scripted commentary


UNIT TITLE Provide a briefing or scripted commentary

APPLICATION This unit describes the performance outcomes, skills andknowledge required to deliver information to a group usingbasic group communication and presentation techniques.Often the information would have been prepared or scripted byothers.

The unit applies to individuals in all industry sectors whopresent information or commentary to a group of people, butwho do not require the complete suite of presentation,commentary or public speaking skills. This could include those

working in museums, attractions, on aircraft and in anybusiness or community situation where oral communication toa group is required. They could be working under supervisionor with guidance from others.






Elements describe theessential outcomes


1. Present informationto group.

1.1. Welcome participants to briefing, information session ortour according to organisational procedures.

1.2. Provide participants with information based on scriptsand other briefing information.

1.3. Outline environmental and health and safetyrequirements, and any potential changes to theenvironment.

1.4. Answer questions in a courteous and friendly manner.2. Enhancepresentation ofinformation.

2.1. Use communication and presentation techniques toenhance participant experience and make adjustmentsas needed.

2.2. Show cultural and social sensitivity during thepresentation.

2.3. Use technical presentation resources as required.

3. Liaise with others. 3.1. Maintain communication with team members andoperators to ensure safe and efficient operations.

3.2. Give correct and accurate signals where appropriate.

FOUNDATION SKILLS



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SKILLS DESCRIPTION

Reading skills to: interpret information scripts or other briefing information.


present cohesive and audible group presentations

interact positively with participants and other teammembers.

Numeracy skills to: address safety considerations and not exceed safe numberof participants in a given location.

Problem-solving skills to: identify and respond to the need to adjust presentation.

Technology skills to: use technology required for briefing or commentary.


SITXCOM202 Provide a briefing or scripted commentary







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TITLE Assessment Requirements for SITXCOM003 Provide abriefing or scripted commentary

PERFORMANCE

EVIDENCE



communicate information relating to one or more of thefollowing situations to at least three different groups ofpeople:

◦ crowd information session

◦ entertainment session

◦ product, service or instructional demonstration

◦ ride information

◦ safety briefing

◦ site familiarisation

use group presentation techniques to enhance each of the

above briefings or commentary.

KNOWLEDGEEVIDENCE


group presentation techniques:

◦ voice projection

◦ body language

◦ tonal variety

how to tailor language to meet different group needs

sustainability considerations relevant to the presentationand venue:

◦ conserving resources◦ observing cultural protocols

◦ handling waste

◦ minimising negative impact

health and safety requirements for specific events andlocations

emergency procedures for specific events and locations.


Skills must be demonstrated in an operational tourism, travel,hospitality or events environment where a presentation wouldtake place. This can be:

an industry workplace a simulated industry environment.


presentation equipment that supports the briefing orscripted commentary:

◦ digital presentations

◦ loud speaker

◦ microphone

◦ monitors

a group of people to whom the presentation is delivered;

these can be:



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◦ customers in an industry workplace who are assistedby the individual during the assessment process; or

◦ individuals who participate in role plays or simulated

activities, set up for the purpose of assessment, in asimulated industry environment operated within atraining organisation.








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SITXCOM004 Address protocol requirements


UNIT TITLE Address protocol requirements

APPLICATION This unit describes the performance outcomes, skills andknowledge required to source and access information onprotocol requirements to fulfil any sales or operational need. Itrequires the ability to identify appropriate information sources,access and interpret specific details of protocol requirements,and coordinate the use of protocol.

The unit applies to many tourism, travel, hospitality and eventsectors and is particularly relevant to events, functioncoordination, tour operations and tour guiding.

Protocol affects a broad range of business and governmentactivity and the breadth and depth of protocol knowledgerequired will vary. This unit does not require in-depthknowledge of protocol requirements, but rather focuses on theability to collect and interpret protocol information.

This unit applies to a range of people working independently orwith limited guidance, including tour and event coordinatorsand managers, tour guides, and front of house or dutymanagers.







essential outcomes


1. Source informationon appropriateprotocolrequirements.

1.1. Assess the need for protocol to be followed for theparticular situation.

1.2. Identify relevant sources of protocol information.1.3. Liaise with customers to determine appropriate protocol.1.4. Interpret relevant protocol information to inform work

practice.

2. Coordinate the useof protocol.

2.1. Identify specific work activities requiring a particularprotocol to be observed.

2.2. Provide protocol briefings to staff and suppliers.2.3. Coordinate the use of correct protocol for the delivery of

product or service.

3. Update knowledgeof protocol.

3.1. Identify and use opportunities to update protocolknowledge.



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3.2. Share updated knowledge with customers andcolleagues as required.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret unfamiliar and complex protocol information.

Writing skills to: compose correspondence reflecting correct protocols,when preparing correspondence to dignitaries and officials,invitations, and team briefing papers.


liaise with customers, clients, their agents and personalassistants to confirm protocol requirements

address dignitaries and officials using appropriatelanguage.


take responsibility for meeting protocol requirements.


SITXCOM301 Address protocol requirements







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TITLE Assessment Requirements for SITXCOM004 Addressprotocol requirements

PERFORMANCE

EVIDENCE



source accurate information on protocol requirements forat least two of the following:

◦ organising an event or function, such as a meeting,reception or tour

◦ organising accommodation

◦ issuing marketing materials reflecting correct titles ofdignitaries

◦ meeting the requirements of dignitaries and officials

◦ meeting the requirements of entertainers and mastersof ceremony

integrate protocol requirements into oral and writtenmaterial for each of the above

update and integrate knowledge of protocol whenorganising each of the above.

KNOWLEDGEEVIDENCE


main types of civic functions held in Australia

importance and role of protocol in different businesssituations

key sources of information on protocol for:

◦ Australian honours system:- order of precedence- ranks and forms of address- wearing of honours and medals

◦ involvement of Indigenous Australians and othercultural groups in business activities

◦ correct use of national and state symbols:- flags- anthems- military salutes

◦ forms of address for different dignitaries and officials,

both for written correspondence and in oralcommunication

sources of protocol information:

◦ Aboriginal Land Councils

◦ Australia Day Council

◦ customers, clients, their agents and personalassistants

◦ federal, state or territory, and local governmentprotocol departments

◦ internet

◦ libraries

◦ Office of the United Nations

specific work activities impacted by protocol requirements:◦ addressing and introducing dignitaries and officials



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◦ correspondence to dignitaries and officials

◦ issuing invitations

◦ liaison with dignitaries and officials

◦ preparing:

- briefing papers- marketing materials

◦ running sheets

protocols for the following different situations:

◦ invitations to dignitaries and officials

◦ arrival procedures, for heads of state or governmentofficials

◦ introduction protocols and order of speakers

◦ order of precedence for official guests

◦ seating arrangements

◦ dress styles

opportunities to update protocol knowledge:

◦ informal networking with colleagues

◦ internet research

◦ reading relevant journals.


Skills must be demonstrated in an operational tourism, travel,hospitality or events environment. This can be:




current protocol information relevant to organisation.








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SITXCOM005 Manage conflict


UNIT TITLE Manage conflict

APPLICATION This unit describes the performance outcomes, skills andknowledge required to resolve complex or escalatedcomplaints and disputes with internal and external customersand colleagues. It requires the ability to use effective conflictresolution techniques and communication skills to manageconflict and develop solutions. It does not cover formalnegotiation, counselling or mediation.

The unit applies to all tourism, travel, hospitality and eventsectors.

The unit applies mainly to senior operational personnel,supervisors and managers who operate with some level ofindependence and use discretion and judgement to resolveconflicts.







essential outcomes


1. Identify conflictsituations.

1.1. Identify potential for conflict and take swift and tactfulaction to prevent escalation.

1.2. Identify situations where personal safety of customers orcolleagues may be threatened and organise appropriateassistance.

1.3. Identify and use resources to assist in managing conflict.2. Resolve conflict. 2.1. Establish and agree on the nature and details of conflictwith all parties and assess impact.

2.2. Manage confl ict within scope of own role andresponsibilities, and according to organisationalprocedures.

2.3. Take responsibility for seeking a solution to conflict withinscope of own role and responsibilities, seekingassistance where required.

2.4. Identify and evaluate impact of conflict on businessreputation and legal liability.

2.5. Evaluate options to resolve the conflict, taking into

account organisational policies and constraints.



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2.6. Implement the best solution and complete requiredreports.

3. Evaluate conflict

resolution.

3.1. Communicate with parties involved to seek and provide

feedback on conflict and its resolution.3.2. Evaluate and reflect on the conflict and effectiveness ofthe solution.

3.3. Determine possible causes of workplace conflict andprovide input for workplace enhancement andimprovements.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to:

research sources of internal and external assistance toresolve the conflict.

Writing skills to: prepare reports, noting comprehensive details of theconflict, the parties involved, discussions with all partiesand the resolution.


consider and suggest changes to workplace practices toavoid future conflict.

Teamwork skills to: discuss and resolve conflicts between team members.

RANGE OF CONDITIONS


conditions that may be present (depending on the work situation, needs of the candidate, accessibility of theitem, and local industry and regional contexts) are included.


Managing confl ict mustinclude:

acknowledging the views of all involved parties andproviding them with opportunities to express them

responding to all involved parties in a sensitive, courteous,respectful and discreet manner

using effective conflict-resolution techniques andcommunication skills

minimising the impact of conflict on other colleagues andcustomers.


SITXCOM401 Manage conflict







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TITLE Assessment Requirements for SITXCOM005 Manageconflict

PERFORMANCE

EVIDENCE



resolve escalated complaints or disputes with customers inrelation to at least three of the following matters:

◦ delays or poor timing of product or service supply

◦ incorrect pricing of product or service

◦ delays or errors in providing product or service

◦ misunderstanding of customer request orcommunication barrier

◦ problem or fault with product or service

◦ refused entry or ejection from premises

resolve team member disputes in relation to at least two of

the following complex matters:◦ dispute or argument among work colleagues

◦ job duties or rosters

◦ lack of competence

◦ worker mistake

◦ dismissal

◦ cultural misunderstanding

take appropriate action in response to at least two of thefollowing threat or conflict situations:

◦ customer refusing to leave or be pacified

◦ drug or alcohol-affected person

◦ person who appears to be violent or are threatening◦ people involved in physical violence

◦ person with gun or arms

◦ situation where someone has been or may be hurt

use a range of conflict-resolution techniques andcommunication skills when seeking to resolve abovesituations.

KNOWLEDGEEVIDENCE


commonly occurring conflict situations in the tourism,

travel, hospitality and event industries and their typicalcauses

conflict theory:

◦ signs

◦ stages

◦ levels

◦ factors involved

◦ results

conflict-resolution techniques:

◦ assertiveness

◦ negotiation

◦

use of appropriate communication resources to assist in managing conflict:



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◦ counsellors

◦ internal security staff

◦ mediators

◦ other staff members◦ police

◦ senior staff

communication techniques:

◦ active listening

◦ empathising with the person's situation while upholdingorganisational policy

◦ non-verbal communication and recognition of non-verbal signs

◦ language style

◦ questioning techniques

◦ those appropriate to different social and cultural groups

organisational policies and procedures for complaint,conflict and dispute resolution.


Skills must be demonstrated in an operational tourism, travel,hospitality or events environment where conflicts occur. Thiscan be:




current commercial policies and procedures for complaint,conflict and dispute resolution

internal and external customers and colleagues with whomthe individual can interact to resolve conflicts; these canbe:










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CRI Crisis Management

SITXCRI001 Respond to a customer in crisis

UNIT CODE SITXCRI001

UNIT TITLE Respond to a customer in crisis

APPLICATION This unit describes the performance outcomes, skills andknowledge required to identify the ramifications of a crisis on acustomer and to respond with assistance and support. Itrequires the ability to identify and interpret information relevantto the crisis, provide customer crisis care, and organiseoperational services to assist the customer in crisis.

The crisis would be significant and could involve the death,injury, illness or psychological trauma of a customer. It doesnot cover more operational circumstances, such as the loss oftravel documents, passports and money.

This unit applies to individuals who operate independently orwith limited guidance from others. This includes senior tourcoordinators, senior travel consultants, hotel duty managers,guides, and tour managers who are able to use significant

discretion and judgement to respond to customer crises.

The unit applies to all tourism, travel, hospitality and eventsectors. It has particular application to accommodationproviders, tour operators, travel agencies and inbound touroperators.



COMPETENCY FIELD Crisis Management




essential outcomes


1. Identify andacknowledge thecrisis.

1.1. Determine scope and severity of customer crisis.1.2. Consider impacts on customer ability to continue in

service participation.1.3. Consider impacts on other customers.1.4. Access and interpret information relevant to crisis.

1.5. Acknowledge the incident as a customer crisis andcommunicate details to key people.



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2. Provide customercrisis care.

2.1. Identify symptoms of customer trauma.2.2. Monitor and assess severity of customer trauma.2.3. Communicate with affected customer in line with

organisational customer care, and communication andconfidentiality standards.2.4. Provide recommendations to customer in a manner

consistent with customer care standards.

3. Organise services toassist customer.

3.1. Develop an action plan to manage the crisis.3.2. Promptly identify and access sources of assistance.3.3. Assist the customer to access service providers.3.4. Minimise disruption to other customers and maintain their

services.3.5. Organise operational services to assist customer in crisis.3.6. Involve key people in managing customer crisis and

integrate their perspectives.

3.7. Provide explicit details of progress with and finalconfirmations of operational services to customer andother key people.

4. Evaluate and debriefcustomer crisismanagement.

4.1. Evaluate crisis management process to determineeffectiveness of response.

4.2. Debrief and complete all reports.4.3. Provide recommendations for improvements to future

crisis management practices.4.4. Seek assistance to cope with own or colleagues’

personal trauma experienced during crisis.

FOUNDATION SKILLSFoundation skills essential to performance in this unit, but not explicit in the performance criteria are listed


SKILLS DESCRIPTION

Reading skills to: comprehend information and reports on customer crisisand service arrangements.

Writing skills to: document succinct action plans and accurate and complexcrisis management reports.


discuss details of customer crisis with key internal andexternal people.

Numeracy skills to: calculate immediate costs of service provision to thecustomer.

Learning skills to: research sources of assistance for the customer.

Problem-solving skills to: evaluate the severity of the impact of the crisis on thecustomer.


provide sympathetic and sensitive support to the customer.


take responsibility for managing a customer in crisis.


SITXCRI401 Respond to a customer in crisis







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TITLE Assessment Requirements for SITXCRI001 Respond to acustomer in crisis

PERFORMANCE

EVIDENCE



respond with customer crisis care to at least three differentcustomer crises

identify ramifications of each of the above customer crisesthrough:

◦ discussions with affected customer and their friends,family and/or travelling companions

◦ where available and appropriate, related reports from:- medical and emergency services- police- staff, contractors and suppliers

organise the following operational services where requiredto assist the above affected customers in line withavailability of assistance, advice and support andorganisational customer care, communication andconfidentiality standards:

◦ accommodation

◦ cancellation of forward travel and tourism services

◦ flights and ticketing to repatriate the customers

◦ repatriation of bodies via:- airlines- consulates

- funeral directors- high commissions- travel insurance companies.

KNOWLEDGEEVIDENCE


common customer crisis situations relevant to the tourism,travel, hospitality and event sectors:

◦ accident, assault or mugging

◦ family crisis and need for repatriation

◦ major injury or illness

◦ natural death, accidental death or suicide

◦ incident resulting in psychological trauma

key symptoms of trauma

sources of medical and counselling assistance

communication techniques for supporting and reassuringcustomers

key people with whom to communicate in a customer crisissituation:

◦ colleagues:- managers- operational staff- peers

- supervisors◦ family members



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◦ personnel in the controlling office:- event management organisation- inbound tour operator

- outbound tour wholesaler- professional conference organiser- travel agency- tour operator

◦ personnel from suppliers on an extended tour

◦ travel insurance provider personnel

◦ travelling companions

professional standards in crisis care communications

operational services used to manage customer service andrepatriation arrangements

role of key external people and organisations in managinga customer crisis

recommendations relating to customer crisis situations:◦ cancel the remainder of touring arrangements and

return home

◦ contact travel insurance provider

◦ rebook a replacement holiday

◦ report incident to the police

◦ seek medical assistance

◦ seek professional counselling

formats for and inclusions of incident reports

specific organisation:

◦ roles and responsibilities of key staff members

◦ procedures for reporting and managing customerincidents.


Skills must be demonstrated in an operational tourism, travel,hospitality or events environment where a customer is in crisis.This can be:




customer service arrangements or itineraries

customer crisis information current industry procedures for reporting and managing

customer incidents

customers in crisis with whom the individual can interact;these can be:






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SITXCRI002 Manage a business continuity crisis

UNIT CODE SITXCRI002

UNIT TITLE Manage a business continuity crisis

APPLICATION This unit describes the performance outcomes, skills andknowledge required to identify the ramifications of a crisis onbusiness continuity and to respond with strategies that ensurethe financial viability of the organisation. It requires the abilityto identify and interpret information relevant to the crisis andthe business operation, and to assess and adapt businessoperations to manage the crisis.

Managing business continuity is a complex process whichinvolves the use of a range of interrelated skills, such as

financial analysis, budgeting, developing operational plans andadapting the provision of products to meet the needs of amarket in crisis. These skills are covered in other units.

This unit applies to all tourism, travel, hospitality and eventsectors and to any size organisation. The crisis could be of amagnitude that affects the operation of an entire organisation,department or particular project.

It applies to senior managers and owner-operators whooperate with significant autonomy and are responsible formaking a range of strategic management decisions.



COMPETENCY FIELD Crisis Management




essential outcomes



1. Identify andacknowledge thecrisis.

1.1. Consider impacts on business operation through earlyidentification of triggers for a downturn in business.

1.2. Access and interpret information relevant to crisis.1.3. Identify and acknowledge internal and external crises.

2. Assess impacts onthe viability of thebusiness.

2.1. Involve key people in assessment of crisis.2.2. Review organisational documents to determine current

financial and operational status of business.2.3. Produce new financial forecasts based on known

information about crisis.2.4. Produce a range of forecast options based on reasonable

and worst case predictions of impacts.



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2.5. Monitor severity of crisis and adjust forecasts accordingto swiftly changing circumstances.

2.6. Determine severity of business impacts and develop

recommendations to ensure financial viability oforganisation.

3. Adapt businessoperations tomanage the crisis.

3.1. Develop and implement emergency operational plan tomanage the crisis.

3.2. Involve key people in managing business crisis andintegrate their perspectives.

3.3. Implement accepted recommendations for changingbusiness operations.

3.4. Communicate new practices to key people includingexternal suppliers.

3.5. Re-align staffing arrangements to control wage costs.3.6. Gain staff confidence in current managerial activity and

commitment to the business in crisis.3.7. Re-align products and services to meet current market

needs.3.8. Re-negotiate with suppliers to achieve optimum

profitability during crisis.3.9. Implement promotional and public relations activities to

ensure consumer confidence.

4. Monitor and evaluatebusiness operations.

4.1. Monitor business activity and profitability throughout allstages of crisis.

4.2. Seek internal and external feedback on effectiveness ofemergency business operations.

4.3. Identify and respond to inadequacies in emergency

operational plan to account for changing circumstances.4.4. Continually adapt business operations to ensure

business continuity.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: interpret complex and unfamiliar reports about externalcrises and complex internal business management plansand reports

research the internal and external factors that impact onbusiness performance.

Writing skills to: prepare clear, accurate and complex emergencyoperational plans.


consult with others on complex operational, financial andmanagement issues

communicate difficult operational changes.

Numeracy skills to: interpret and analyse financial information from forecastsand previous performance data

develop financial estimates and scenarios.



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Problem-solving skills to: evaluate the severity of crisis impacts on businessoperations and re-align practices to ensure the financialviability of the organisation

react to swiftly changing circumstances.Planning and organisingskills to:

manage a cohesive and changeable response to crisesand produce reports within tight timelines.


take responsibility for managing a business in crisis and forthe outcomes of emergency management practices.

Technology skills to: use accounting software packages.


SITXCRI601 Manage a business continuity crisis







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TITLE Assessment Requirements for SITXCRI002 Manage abusiness continuity crisis

PERFORMANCEEVIDENCE

Evidence of the ability to complete tasks outlined in elementsand performance criteria of this unit in the context of the jobrole, and:

identify and assess ramifications of at least two internaland two external crises on business continuity

demonstrate the following for each of the above internal orexternal crises on business continuity:

◦ develop a clear, accurate and complex emergencyoperational plan

◦ assess and adapt business operations to managebusiness continuity

◦

implement the emergency operational plan andmonitor, evaluate and adapt the plan based onoutcomes.

KNOWLEDGEEVIDENCE


trigger factors for downturns in tourism, travel, hospitalityand event business:

◦ changes in the length and regularity of holidays takenby the source market

◦ changes in the popularity of:- destinations- style of tourism, travel and hospitality products- budget or premium product

◦ closure of major transport suppliers:- airlines- coach companies- cruise operators

◦ closure of the operation of multiple suppliers in adestination

◦ downturn in local economic growth

◦ global financial downturn

◦ impending economic recession or crisis

◦ in destinations used by the business, warnings ofimpending:- natural disasters- political and civil uprisings- terrorism acts- wars

ramifications of an internal crisis on business continuity:

◦ breakdown or complete failure of key equipment

◦ accident, death, major injury or illness, or repatriationof a customer, tour guide or tour manager

◦ destruction of infrastructure

◦ failure of marketing program

◦ financial loss through non-compliance with the law orlitigation



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◦ death, family crisis, fraud, long term illness orprofessional incompetence of a key employee

◦ media coverage of business accident, incident or

impending failure◦ major work health and safety accident or near miss

incident

ramifications of an external crisis on business continuity:

◦ breakdown or complete failure of supplier equipment

◦ plane crash

◦ for destinations used by the business:- chemical spill- civil uprising- destruction of tourism infrastructure- health epidemics or pandemics- natural disaster

- outbreak of war or political coup- radiation leak- terrorism

◦ financial recession or crisis for the source market

◦ industrial dispute


◦ key characteristics of internal and external crises

◦ impacts of crises on the provision of products andservices and business viability

◦ historical impacts of crises on tourism, hospitality andevent operations

◦

major triggers for a downturn in customer sales◦ consultative mechanisms commonly used by

organisations

◦ promotion and public relations activities commonlyused by organisations during a crisis

◦ role of key external people and organisations inmanaging a business crisis

◦ techniques to adapt business operations to manage abusiness in crisis


◦ roles and responsibilities of key staff members andexternal consultants

◦ contents and role of organisational documents inmanaging the business

key people involved in the assessment of a businesscontinuity crisis:

◦ business accountants

◦ customers and their families

◦ colleagues

◦ consultants:- crisis management- marketing- public relations

◦ financial controllers◦ insurance brokers and providers



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◦ legal representatives

◦ suppliers

◦ travel insurance providers

organisational documents to determine current financialand operational status of a business:

◦ brochures

◦ budgets

◦ business plans

◦ current contracts relating to current financial andoperational business matters

◦ customer surveys

◦ financial reports and forecasting

◦ product costings and published tariffs and price lists

◦ reports

◦ tenders, proposals or bids

◦ terms and conditions for credit provision

◦ provision of products and services to customers

possible recommendations to ensure financial viability ofbusinesses in continuity crisis:

◦ cancelling impending departures to affecteddestinations

◦ cancelling unprofitable products or services

◦ closing particular departments

◦ moving premises to a less costly location

◦ price rises or reductions

◦ re-aligning product style and pricing to meet current

market needs◦ reducing staff hours, or staff redundancies

◦ sale of equipment

◦ scaling promotional activities up or down

◦ temporary cancellation of products in affecteddestinations

◦ temporary closure of affected locations

formats for and inclusions in emergency operational plans

features and functions of financial software programs forpreparing and monitoring financial reports.


Skills must be demonstrated in a tourism, travel, hospitality orevent industry business operation or event facing a businesscontinuity crisis. This can be:




computers, software programs, printers andcommunication technology used to administer crisismanagement

current commercial plans and financial reports

crisis information:◦ emergency services reports



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◦ health advisory notices and vaccination informationissued by local and international bodies

◦ industry associations and organisations

◦

industry journals◦ informal discussions and networking with internal and

external colleagues

◦ media reports on external crises

◦ press releases and emergency advice notices issuedby:- local, state, territory or federal governments- destination marketing companies- regional, state and national tourism offices- franchisors

◦ staff, contractor, supplier reports on:- accidents

- breakdown or complete failure of key equipment- death- injury- major work health and safety incidents

◦ travel warning advice issued by the federal governmentfor Australian travellers

a team so that consultative actions can be implemented;this can be:

◦ team in an industry workplace who are assisted by theindividual during the assessment process; or










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E-business

SITXEBS001 Use social media in a business

UNIT CODE SITXEBS001

UNIT TITLE Use social media in a business

APPLICATION This unit describes the performance outcomes, skills andknowledge required to establish a social media presence in abusiness. It requires an understanding of the use of socialmedia tools and platforms to enhance customer engagementand market a business.

The unit is relevant to businesses operating in many industrycontexts, including the tourism, travel, hospitality, events andother service industry sectors.

It applies to individuals using social media for business at anoperational level under limited supervision.


PREREQUISTE UNIT Nil

COMPETENCY FIELD E-Business




essential outcomes


1. Prepare to usesocial media.

1.1. Review organisational social media requirements andrelated policies and procedures.

1.2. Identify and confirm availability of resources required to

comply with organisational objectives.1.3. Confirm understanding of terms of use and policies forsocial media tools and platforms.

2. Prepare content foruse on social media.

2.1. Source information and content from internal and externalsources.

2.2. Develop content in line with target audience, brandculture and social media plan.

2.3. Source and use campaigns, promotions and communityevents that align with social media plan.

3. Use social media toenhance customerengagement.

3.1. Adhere to legal and ethical practices for use of socialmedia according to social media plan.

3.2. Track social media activity using monitoring tools.

3.3. Respond to customers in a timely manner and directthem to relevant information as required.



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3.4. Respond to negativity and complaints promptly and withinscope of own role, using crisis management processes,policies and standard approved responses.

3.5. Identify potential incidents or points of conflict andescalate to relevant personnel as required.3.6. Identify opportunities to improve individual customer

experience.

4. Market and promotea business.

4.1. Curate and post content according to social media planand content calendar.

4.2. Create opportunities to attract and promote user-generated content.

4.3. Monitor organisational metrics according to social mediaplan and report to relevant personnel.

4.4. Recommend improvements to marketing and promotionthrough social media engagement to relevant personnel.

FOUNDATION SKILLS

Foundation skills essential to performance, but not explicit in the performance criteria are listed here, alongwith a brief context statement.

SKILLS DESCRIPTION

Reading skills to: interpret basic technical terminology in relation to socialmedia platforms and tools.

Writing skills to: use correct spelling and grammar in social media postsand interactions

communicate effectively to diverse audiences with honestyand transparency.

Numeracy skills to: interpret social media usage and activity reports.


act on opportunities for enhanced customer experiencepresented by social media interactions.


manage time spent online for maximum efficiency.

Technology skills to: upload images, text files, PDF files, audio files, video filesand link associated files

import and export software functions

conduct online research for appropriate content.

UNIT MAPPING

INFORMATION

No equivalent unit.




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TITLE Assessment Requirements for SITXEBS001 Use socialmedia in a business

PERFORMANCE

EVIDENCE



identify at least six content items suitable for use on asocial media platform, demonstrating use of both internalcontent development and external content sourcing

use social media tools on at least five occasions toengage with different customers by:

◦ asking questions to determine customer needs

◦ responding to questions and complaints withintimelines and according to organisational policy andprocedures

◦ referring customers to relevant information as needed

◦ responding to customer reviews and other user-generated content

◦ communicating effectively in writing to a variety ofaudiences

respond to customers from each of the following differentsocial media customer responder categories, through atleast two different social media platforms:

◦ troll

◦ rager

◦ misguided customer

◦ unhappy customer

market and promote a business using social media toolsover a period of one month by:

◦ managing a business account on at least one socialmedia platform

◦ following monthly content calendar to pre-plan avariety of content

◦ curating content appropriate to business needs

◦ monitoring and reporting on organisationalmeasurement metrics according to social media plan.

KNOWLEDGE

EVIDENCE

Demonstrated knowledge required to complete the tasks

outlined in elements and performance criteria of this unit: key elements of an organisational social media plan

organisational policy and procedures for social media use

types of social media platform, tools and their operation

rules and regulations and terms of use of specific socialmedia platforms:

◦ privacy legislation and confidentiality requirements

◦ spamming

◦ copyright and intellectual property considerations

◦ creative commons

legal and ethical practices for use of social media:

◦ responsible use of platforms and tools

◦ responsible marketing practices

◦ fair competition guidelines



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◦ duty of care

◦ bullying and harassment policies

categories of social media responders specified in the

performance evidence and how to effectively engage withthem

types of crisis issues or conflicts that can arise on socialmedia locally, nationally and internationally

crisis management processes and chain of command

current tools that facilitate social listening/monitoring

current tools for social media scheduling

value of building a community of advocates on a socialmedia platform

importance of consumer reviews and user-generatedcontent

what makes good content for a social media community

sources of information for social media content:

◦ compliments

◦ complaints

◦ images and photos

◦ links to other websites

◦ current trends

◦ internet

how to and where to source photo content from theinternet

importance of tone in online communication:

◦ conversation

◦ broadcasting customer behaviour in relation to social media use

characteristics of a well written blog.


Skills must be demonstrated in a business where use ofsocial media is required. This can be:


a simulated industry workplace set up for the purpose ofskills assessment.

Assessment must ensure use of:

content calendar that lists:◦ key events

◦ milestones and relevant dates

◦ content for release

files for use in social media:

◦ images

◦ text files

◦ PDFs

◦ audio files

◦ video files

◦ link associated files

organisational social media plan computer or mobile device with internet access



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social media monitoring tools

social media platforms and tools

social media platform and tool policies and terms of use

customers or stakeholders on social media with whom theindividual can interact; these can be:

◦ customers or stakeholders in an industry workplace;or










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SITXEBS002 Develop, implement and monitor the use of social media in abusiness


UNIT TITLE Develop, implement and monitor the use of social media in abusiness

APPLICATION This unit describes the performance outcomes, skills andknowledge required to manage the development andimplementation of social media in a business and monitor itseffectiveness. It requires an understanding of social mediatools and platforms in order to develop a social media plan,and supporting organisational policies for social media use.This unit does not address the skills and knowledge requiredto set up social media accounts or its day-to-day business use.

The unit is relevant to businesses operating in many industrycontexts, including the tourism, travel, hospitality, events andother service industry sectors.

It applies to owners or managers of businesses who areresponsible for the planning, development and monitoring ofsocial media use in a business context.


PREREQUISTE UNIT Nil

COMPETENCY FIELD E-business




essential outcomes


1. Determine socialmedia requirements.

1.1. Identify and profile target audience.1.2. Research social media platforms and tools, strategies for

use and relevance to organisation.

1.3. Select appropriate social media platforms and tools tomeet organisational objectives.

2. Develop policies andprocedures.

2.1. Develop organisational policies and procedures for socialmedia use.

2.2. Establish guidelines for audience engagement andappropriate content.

2.3. Develop a social media crisis management plan,including approved responses, to deal with social mediaissues and incidents.

3. Develop a socialmedia plan.

3.1. Identify strategies in relation to consumer and stakeholderengagement, marketing and customer service activities

that are to be undertaken using social media.3.2. Prepare a calendar documenting planned social mediaactivity.



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3.3. Establish metrics to measure success of social mediaactivity.

3.4. Document social media plan outlining activity to be

undertaken, timelines and targets.4. Implement socialmedia plan.

4.1. Identify and organise appropriate resources to implementsocial media plan.

4.2. Implement social media plan according to organisationalpolicies and procedures.

4.3. Manage escalated complaints, conflicts and crisissituations according to social media plan.

4.4. Post approved responses to issues and incidentspromptly.

5. Evaluate socialmedia effectiveness.

5.1. Measure success of social media activities against socialmedia plan targets.

5.2. Identify gaps and determine strategies to address

performance issues.5.3. Modify social media plan to support on-going business

growth as required.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret technical terminology in relation to social mediatools and platforms

interpret and analyse social media activity reports.

Oral communicationsskills to:

provide feedback to staff to address performance issues asrequired

seek appropriate expert advice and communicate theneeds of the business.

Numeracy skills to: interpret social media usage and activity reports.


identify opportunities to improve business operations andgrowth through social media use.


No equivalent unit.








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TITLE Assessment Requirements for SITXEBS002 Develop,implement and monitor the use of social media in a

businessPERFORMANCEEVIDENCE


research at least three different social media tools orplatforms for organisational use and select a tool orplatform that best meets the business needs

develop and implement organisational policies andprocedures for the use of the above selected social mediatools or platforms in a business that addresses:

◦ guidelines for audience engagement

◦ guidelines for appropriate use of social media

◦ appropriate content◦ crisis management

develop a social media plan, to be executed over a twomonth period that:

◦ addresses profiled target audiences

◦ addresses consumer and stakeholder needs

◦ outlines metrics and performance indicators forsuccess

◦ promotes the business

monitor and evaluate effectiveness of social mediaaccording to metrics and performance indicators devised

above and identify strategies to address any gaps.

KNOWLEDGEEVIDENCE


types of social media platforms and tools, and theiroperation

how various social media platforms and tools are used bycustomers and the general public

rules, regulations and terms of use of specific socialmedia platforms and tools:


◦

spamming◦ copyright and intellectual property considerations

◦ creative commons

legal and ethical practices for use of social media:

◦ responsible use of platforms and tools

◦ responsible marketing practices

◦ fair competition guidelines

◦ duty of care

◦ bullying and harassment policy

categories of online customer responders and how to dealwith them:

◦ troll

◦ rager

◦ misguided customer



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◦ unhappy customer

types of social media conflicts and complaints andappropriate responses

crisis management processes and chain of command current tools that facilitate social media listening

reports for monitoring social media activity

value of building a community of advocates on a socialmedia platform

importance of consumer reviews and user-generatedcontent

policy and procedure development

organisational marketing and promotional plans.

ASSESSMENT

CONDITIONS

Skills must be demonstrated in a business where

management of social media is required. This can be: an industry workplace

a simulated industry workplace set up for the purpose ofskills assessment.

Assessment must ensure use of:

organisational social media plan

computers or mobile devices with internet access

social media platforms and tools

policies and terms of use of social media platforms andtools

social media monitoring tools

social media usage and activity reports

customers or stakeholders on social media with whom theindividual can interact; these can be:

◦ customers or stakeholders in an industry workplace;or



Organisations’ requirements for assessors. LINKS Companion Volume Implementation Guide:







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SITXEBS003 Build and launch a small business website


UNIT TITLE Build and launch a small business website

APPLICATION This unit describes the performance outcomes, skills andknowledge required to build a basic website to meet businessneeds, including selecting a hosting service and appropriateweb development software, planning the website structure,and constructing the site. It requires the technical skills andknowledge typically needed by a business that chooses todevelop its own site rather than access the services of ITprofessionals.

The unit applies to all industry sectors, and is particularly

relevant to small businesses that develop their own websites.People undertaking this role work independently or with limitedguidance. Depending on the business context, this couldinclude owner-operators.



COMPETENCY FIELD E-business




essential outcomes


1. Plan websitestructure.

1.1. Develop website style and structure to suit businesspurpose and intended target audience.

1.2. Identify and include appropriate features and capabilitiesin website structure.

1.3. Determine layout and navigation requirements forappearance, readability, links and ease of operation.

1.4. Ensure maximum site accessibility.1.5. Clearly document structure to facilitate efficientdevelopment.

1.6. Develop and integrate appropriate interactive forms intowebsite structure to capture customer data.

1.7. Select authoring tools and software based on websiterequirements.

1.8. Identify and integrate website security requirements.

2. Develop websitecontent.

2.1. Select and use business information to create websitecontent.

2.2. Define information for inclusion in interactive forms basedon their purpose.

2.3. Adapt information for inclusion to ensure site is clear,scannable and readable.



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2.4. Use language, style and tone suited to business imageand intended target audience.

2.5. Integrate content features according to website structure.

2.6. Check content for accuracy, currency and relevance.3. Create websitepages.

3.1. Create plan for website pages and active links to meetlayout and navigation requirements.

3.2. Select page titles and key words that reflect businesspurpose and website content, and assist access viasearch engines.

3.3. Improve page presentation by adding features.3.4. Develop linked web pages according to website plan,

ensuring links are clearly named and unambiguous.3.5. Use appropriate techniques to create interactive forms.3.6. Create pages consistent with site design specifications.

4. Select and use a

web hosting service.

4.1. Identify sources of information on web hosting options.

4.2. Evaluate and select web hosting services according tobusiness and technical requirements.

4.3. Upload files to selected web hosting service according totechnical requirements and business agreements.

5. Test and criticallyevaluate website.

5.1. Test website functions, processes and navigation toconfirm operational status, appearance, accuracy andease of operation.

5.2. Evaluate effectiveness of interactive forms to ensure thatrequired sales data is collected for business.

5.3. Evaluate website according to business website strategyto ensure it projects a business image suited to thee-business model.

5.4. Identify problems, develop a range of strategies to solvethem, and apply appropriate and sustainable solutions.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret sometimes complex information on unfamiliartopics.

Writing skills to: develop written and visual website content.

Numeracy skills to: work with numerical features of authoring tools.

Problem-solving skills to: evaluate potentially complex business and technicalinformation

identify and respond to technical website challenges at anon-specialist level.


coordinate multiple elements involved in developing abusiness website.

Technology skills to: use the features of commercially available authoring tools.


SITXICT401 Build and launch a small business website







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TITLE Assessment Requirements for SITXEBS003 Build andlaunch a small business website

PERFORMANCE

EVIDENCE



build a website by applying appropriate business andtechnical skills that meet a business need and integratingthe following:

◦ content features:- business history and profile- catalogues and brochures- client testimonials- frequently asked questions (FAQs)- products and services- published materials

- staff profiles- thumbnails

◦ visual enhancement features:- colour- frames- graphics- photographic images- text enhancement

◦ at least one of the following security requirements:- limited downloading of images or image encoding- limited viewing of rates- password protection- payment mechanisms.

KNOWLEDGEEVIDENCE


current e-business environment for a particular businesscontext

different services and operation systems used by internetservice providers

general principles of website architecture and design

role of a website in the marketing mix

website features and capabilities:

◦ active links

◦ authentication facility or link

◦ colour, sound, video, images and graphics

◦ customer service requirements

◦ cut down versions of web pages in wireless markuplanguage (WML) for access by wireless applicationprotocol (WAP) telephones

◦ downloadable files

◦ electronic payment facilities

◦ facility of user feedback on content and operation ofwebsite

◦ legal requirements◦ marketing features



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◦ navigation buttons

◦ privacy and confidentiality requirements

◦ search facility

◦ security requirements◦ shopping cart facilities

◦ text and tags in hypertext markup language (HTML)

◦ thumbnails

factors which impact ease of operation of website:

◦ navigation

◦ site download time

◦ time to download files

key features and functions of a marketing-oriented website

features of browsers, search engines and web crawlers,and how they impact on website design, decisions andmeta-tags

relationships between content and site design

possible inclusions in page presentation:

◦ animated sequences

◦ bulleted or numbered lists

◦ colour

◦ downloadable files

◦ fonts and font sizes

◦ images, photographs and graphics

◦ interactive forms for bookings or enquiries

◦ movie sequence

◦ plugins

◦ sound◦ tables

techniques for using colour and enhancing text in awebsite

techniques for manipulating digital images and graphics,and their insertion into a website

functions and features of micro-content elements:

◦ headings

◦ highlighted words

◦ hyperlink text

underlying impact of HTML and cascading style sheets on

site design features and uses of frames, forms and tables in a website

components of linked web pages:

◦ fully qualified uniform resource locator (URL) link to apage on another website

◦ relative links, between a page and the home page

privacy issues, codes of practice and legislativerequirements in relation to website development:

◦ Organisation for Economic Cooperation andDevelopment (OECD) Guidelines for ConsumerProtection in the Context of Electronic Commerce

◦

World Wide Web Consortium (W3C) guidelines◦ copyright laws

◦ defamation laws



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◦ intellectual property considerations

◦ legal and regulatory policies affecting e-business.


Skills must be demonstrated in an operational small businessenvironment where a website is to be built and launched. Thiscan be:


a simulated activity.


a real or simulated operation, product or service for whichthe individual can build and launch a website

computer or mobile device with internet access

current information and communications technology:◦ software

◦ authoring tools

files for use on website:

◦ images

◦ text files

◦ audio files

◦ video files

◦ link associated files

information on web hosting services and providers

customers or stakeholders in the online environment with

whom the individual can interact; these can be:◦ customers or stakeholders in an industry workplace; or









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FIN Finance

SITXFIN001 Process financial transactions

UNIT CODE SITXFIN001

UNIT TITLE Process financial transactions

APPLICATION This unit describes the performance outcomes, skills andknowledge required to accept and process cash and otherpayments for products and services, and reconcile takings atthe end of the service period or day.


This unit mainly applies to frontline sales and operationspersonnel who operate with some level of independence andunder limited supervision. It does, however, describe afundamental operational function and those people who workwith very little independence under close supervision wouldalso use this skill.

No occupational licensing, certification or specific legislative

requirements apply to this unit at the time of publication.PREREQUISITE UNIT Nil

COMPETENCY FIELD Finance




essential outcomes


1. Process customer

payments.

1.1. Receive, check and record cash float.

1.2. Check customer payments against sale value.1.3. Provide correct change for cash payments.1.4. Process and record transactions according to

organisational procedures.1.5. Prepare and issue accurate receipts including all relevant

tax details.1.6. Complete transactions using appropriate software

applications in line with organisational speed andcustomer service requirements.

2. Reconcile takings. 2.1. Balance customer payments at designated timeaccording to organisational policy.

2.2. Separate cash floats from takings prior to balancing.

2.3. Determine point-of-sale records of customer payments.2.4. Accurately count and calculate customer payments.



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2.5. Balance cash and other payments with point-of-salerecords.

2.6. Investigate or report discrepancies in the reconciliation.

2.7. Record takings according to organisational procedures.2.8. Transport and secure cash floats, cash and otherpayments according to organisational securityprocedures.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: interpret organisational procedures for processing financial

transactions, cash float documentation, credit card andreceipt details and reconciliation information.

Writing skills to: complete documentation and receipts

record reconciliations and basic reports aboutdiscrepancies.

Numeracy skills to: count cash floats

tender correct change.

Technology skills to: use point-of-sale equipment and software applications.


SITXFIN201 Process financial transactions








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TITLE Assessment Requirements for SITXFIN001 Processfinancial transactions

PERFORMANCE

EVIDENCE



process at least six different financial transactions using atleast three different types of financial transactions listed inthe knowledge evidence to address different types ofcustomer payments

process each of the above financial transactions:

◦ in line with security and other relevant procedures

◦ in a logical sequence

◦ within customer time constraints

◦ so that all customers are served effectively

complete reconciliations of three different work or service

periods within designated timelines.

KNOWLEDGEEVIDENCE


types of financial transactions that commonly take place intourism, travel, hospitality and event organisations:

◦ advance payments

◦ application of goods and services tax (GST)

◦ payments:- cash- cheque

- credit card- electronic funds transfer at point of sale (EFTPOS)

◦ deposits

◦ foreign currency

◦ petty cash disbursements

◦ refunds

◦ traveller ’s cheques

◦ vouchers

procedures for processing and recording different types oftransactions:

◦ completing reconciliation records

◦

complying with financial institution documents andprocedures

◦ designated times for completing reconciliations

◦ handling customer claims of short change

◦ how and where large sums of cash should be counted

◦ maintaining low levels of cash in tills

◦ managing petty cash

◦ process for providing receipts and invoices tocustomers

◦ process for taking cash from customers

◦ securing credit card imprints

◦ securing takings in the event of a hold-up

features and functions of point-of-sale software



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role and importance of the reconciliation process toorganisational financial management system

security procedures for transporting and securing cash

floats, cash and other payments:◦ obtaining receipts or sign-off for takings handed over to

financial personnel

◦ separating and securing cash floats

◦ transporting takings to back office areas and internalcashiers

◦ transporting takings to the bank and obtaining receiptsor sign-off

different products and services that attract GST.

ASSESSMENT

CONDITIONS

Skills must be demonstrated in an operational tourism, travel,

hospitality or events environment where financial transactionsare processed. This can be:




point-of-sale equipment and software currently used toprocess and reconcile financial transactions

current commercial procedures and documentation for theprocessing of financial transactions

cash and other forms of payments

customers from whom the individual can take payments

and with whom they can interact; these can be:◦ customers in an industry workplace who are assisted

by the individual during the assessment process; or










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SITXFIN002 Interpret financial information


UNIT TITLE Interpret financial information

APPLICATION This unit describes the performance outcomes, skills andknowledge required to interpret financial information andreports used by organisations to monitor businessperformance and provide information on operational ordepartmental financial activities.


It applies to those people who operate independently or with

limited guidance from others. This includes supervisors anddepartmental managers. This unit does not include the skillsrequired to produce reports for the overall operation of thedepartment or whole organisation. These would be created bysenior managers, financial specialists or accountants.







essential outcomes


1. Access and interpretfinancial information.

1.1. Identify and interpret the range of financial informationand reports required to monitor business performance.

1.2. Interpret financial information and reports applicable tooperational or departmental activities.

2. Use and provide

financial information.

2.1. Review financial information for impacts on operational

activities and resolve discrepancies according to ownlevel of responsibility.2.2. Routinely provide information on operational or

departmental financial activities within required timelines.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Writing skills to: prepare explanatory notes to accompany financial

information.Technology skills to: use accounting software packages.



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SITXFIN401 Interpret financial information








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TITLE Assessment Requirements for SITXFIN002 Interpretfinancial information

PERFORMANCE

EVIDENCE



correctly complete each of the following financialinformation documents or reports used to monitor overallbusiness performance:

◦ account summaries and balances

◦ balance sheets

◦ bank deposit documentation

◦ bank statements

◦ banking summaries

◦ business activity statements

◦ credit card transaction statements

◦ invoices

◦ journal entries

◦ merchant statements

◦ merchant summaries

◦ profit and loss statements

◦ trial balance

provide financial information using correct financialterminology on six different operational or departmentalfinancial activities listed in the knowledge evidence.

KNOWLEDGEEVIDENCE


specific industry sector and organisation:

◦ financial terminology specific to financial report

◦ reporting periods and different financial years observedby different businesses

◦ key features and functions of accounting softwareprograms used to manage financial operations

◦ use of financial information and reports in monitoringoverall business performance

operational or departmental financial activities relevant tothe sector:

◦ average customer spend◦ daily, weekly and monthly transactions

◦ departmental expenditure on:- labour- stock purchased- wastage

◦ departmental income:- covers and gross income- commission earnings- occupancy and gross income

- sales ◦ outstanding accounts:

- payable- receivable



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◦ quotations realised to sales

◦ sales performance

◦ stock levels

◦ variance from budget

types of financial reports and their purpose:

◦ budgets

◦ cash flow

◦ covers

◦ expenditure

◦ labour and wages

◦ occupancy rates

◦ purchases

◦ receivables

◦ sales

◦

stock◦ transactions

◦ transactions exempted

◦ units sold

◦ variance

◦ wastage

key elements of financial record-keeping and keyterminology:

◦ ledgers, subsidiary ledgers and journals

◦ transactions, receipts and disbursements

◦ invoices, accounts payable, debtors and creditors

◦ cash flow

key elements of accounting and how it providesinformation for business management:

◦ charts of accounts and account categories

◦ basic rules for double-entry accounting and theconcept of debits and credits

◦ accrual versus cash accounting

◦ profit and loss statements and balance sheets as keyfinancial statements used to measure businessperformance;- purpose- how these reports are generated

- format- features- key information

◦ reconciliations:- purpose- different types of reconciliation, and the impact of

unpresented cheques- bank charges- direct debits and credits

◦ concept of costing, and fixed and variable costs

◦ accounting for and reporting goods and services tax(GST).



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Skills must be demonstrated in an operational tourism, travel,hospitality or events environment for which financialinformation can be interpreted. This can be:



computers, printers and accounting software packages

financial data and reports.








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SITXFIN003 Manage finances within a budget


UNIT TITLE Manage finances within a budget

APPLICATION This unit describes the performance outcomes, skills andknowledge required to take responsibility for budgetmanagement where others may have developed the budget. Itrequires the ability to interpret budgetary requirements,allocate resources, monitor actual income and expenditure,and report on budgetary deviations.

The skills and knowledge for budget development are coveredin SITXFIN004 Prepare and monitor budgets.

This unit applies to all tourism, travel, hospitality and eventsectors. The budget may be for an entire organisation, for adepartment or for a particular project or activity.

It applies to those who operate independently or with limitedguidance from others. This includes supervisors anddepartmental managers.







essential outcomes


1. Allocate budgetresources.

1.1. Allocate funds according to budget and agreed priorities.1.2. Discuss changes to income and expenditure priorities

with appropriate colleagues prior to implementation.

1.3. Consult with and inform relevant personnel aboutresource decisions.1.4. Promote awareness of the importance of budget control.1.5. Maintain detailed records of resource allocation

according to organisational control systems.

2. Monitor financialactivities againstbudget.

2.1. Use financial records to regularly check actual incomeand expenditure against budgets.

2.2. Include financial commitments in all documentation toensure accurate monitoring.

2.3. Identify and report deviations according to significance ofdeviation.

2.4. Investigate appropriate options for more effective

management of deviations.



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2.5. Advise appropriate colleagues of budget status in relationto targets.

3. Identify and evaluate

options for improvedbudget performance.

3.1. Assess existing costs and resources and proactively

identify areas for improvement.3.2. Discuss desired budget outcomes with relevantcolleagues.

3.3. Undertake appropriate research to investigate newapproaches to budget management.

3.4. Define and communicate the benefits and disadvantagesof new approaches.

3.5. Take account of impacts on customer service levels andcolleagues in developing new approaches.

3.6. Present clear and logical recommendations for budgetmanagement.

4. Complete financial

and statisticalreports.

4.1. Complete financial and statistical reports within

designated timelines.4.2. Prepare and present clear and concise information to

enable informed decision making.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret business and financial documents.

Writing skills to: document clear recommendations based on budget

information and reports.Oral communicationskills to:

discuss budget requirements and seek and providefeedback.

Numeracy skills to: interpret and use budget figures in day-to-day workoperations

calculate budget estimates and scenarios for performanceimprovement.

Problem-solving skills to: identify budget deviations and deficiencies and developoptions for improved budgetary performance.

Teamwork skills to: discuss desired budget outcomes with team members andprovide direction on resource use.

Technology skills to:

use accounting software packages.UNIT MAPPINGINFORMATION

SITXFIN402 Manage finances within a budget







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TITLE Assessment Requirements for SITXFIN003 Managefinances within a budget

PERFORMANCE

EVIDENCE



manage a budget for a business over a three-month periodthat meets the specific business’ needs

undertake at least two of the following to informmanagement of the above budget:

◦ discussions with existing suppliers

◦ evaluation of staffing and rostering requirements

◦ evaluation of impact of potential roster changes

◦ review of operating procedures

◦ sourcing new suppliers

monitor income and expenditure and evaluate budgetaryperformance over the above budgetary life cycle

complete financial reports related to the above budgetwithin designated timelines and using correct budgetterminology.

KNOWLEDGEEVIDENCE


types of financial records:

◦ bank deposit documentation

◦ bank statements

◦ banking summaries

◦ business activity statements◦ cheque books

◦ credit card transaction statements

◦ invoices

◦ journal entries

◦ labour and wages reports

◦ merchant statements

◦ merchant summaries

◦ transaction reports

types of budgets:

◦ cash budgets

◦ cash flow budgets◦ departmental budgets

◦ event budgets

◦ project budgets

◦ purchasing budgets

◦ sales budgets

◦ wage budgets

◦ whole of organisation budgets

factors for consideration in the preparation of financial andstatistical reports:

◦ cash flow

◦

commercial account activity◦ commission earnings



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◦ covers and financial return

◦ daily, weekly and monthly transactions

◦ expenditure

◦ income◦ occupancy rates and financial return

◦ performance of department, project and/or productsand services

◦ sales performance

◦ sales returns

◦ staff costs

◦ stock levels

◦ variance in income and/or expenditure

◦ wastage

◦ yield

use, contents of and formats for:

◦ budgets

◦ financial reports

◦ statistical reports

budget terminology


◦ use of budgets to control costs and enhanceprofitability

◦ importance of budget control

◦ techniques for maximising budget performance

◦ financial reporting procedures and cycles

◦ features and functions of accounting software

programs used to manage budgets.


Skills must be demonstrated in an operational tourism, travel,hospitality or events business operation for which budgets aremanaged. This can be:





budgets for specific projects, events or operational

activities others with whom the individual can discuss budget

components; these can be:

◦ those in an industry workplace who are assisted by theindividual during the assessment process; or









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SITXFIN004 Prepare and monitor budgets


UNIT TITLE Prepare and monitor budgets

APPLICATION This unit describes the performance outcomes, skills andknowledge required to analyse financial and other businessinformation to prepare and monitor budgets. It requires theability to draft and negotiate budgets, identify deviations, andmanage the delivery of successful budgetary performance.

The unit applies to all tourism, travel, hospitality and eventsectors. The budget may be for an entire organisation, for adepartment or for a particular project or activity.

It applies to senior personnel who operate independently orwith limited guidance from others and who are responsible formaking a range of financial management decisions.







essential outcomes


1. Prepare budgetinformation.

1.1. Determine and confirm scope and nature of requiredbudgets.

1.2. Identify, access and interpret data and data sourcesrequired for budget preparation.

1.3. Analyse internal and external factors for potential impacton budget.

1.4. Provide opportunities for colleagues to contribute to

budget planning process.2. Prepare budget. 2.1. Draft budget based on analysis of all availableinformation.

2.2. Estimate income and expenditure and support with valid,reliable and relevant information.

2.3. Reflect organisational objectives within draft budget.2.4. Assess and present options and recommendations in a

clear format.2.5. Circulate draft budget to colleagues and managers for

input.

3. Finalise budget. 3.1. Negotiate budget according to organisational policy andprocedures.

3.2. Agree on and incorporate modifications.



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3.3. Complete final budget in a clear format within designatedtimelines.

3.4. Inform colleagues of final budget decisions and

application within relevant work area, including reportingand financial management responsibilities.

4. Monitor and reviewbudget.

4.1. Regularly review budget to assess actual performanceagainst estimated performance and prepare accuratefinancial reports.

4.2. Incorporate all financial commitments into budget andbudget reports.

4.3. Investigate and take appropriate action on significantdeviations.

4.4. Analyse changes in internal and external environmentand make necessary adjustments.

4.5. Collect and record relevant information to assist in future

budget preparation.

FOUNDATION SKILLS


SKILLS DESCRIPTION


liaise and negotiate with colleagues on potential complexand conflicting budget requirements.

Numeracy skills to: draft budgets that meet organisational objectives

interpret and analyse financial information from forecastsand previous performance data

develop financial estimates and scenarios using complexcalculations.

Problem-solving skills to: analyse internal and external factors for potential impact onbudget

identify budgetary challenges and develop different optionsfor their resolution

identify budget deviations and deficiencies and developoptions for meeting budgetary requirements.

Teamwork skills to: invite and coordinate the input of others in the organisation,and provide direction on budget management.

Planning and organising

skills to:

access and sort all information required for budget

preparation coordinate a timely, efficient and consultative budget

development process.

Technology skills to: use accounting software packages.


SITXFIN501 Prepare and monitor budgets







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TITLE Assessment Requirements for SITXFIN004 Prepare andmonitor budgets

PERFORMANCE

EVIDENCE



prepare a budget for a business that meets the specificbusiness’ needs

demonstrate the following when preparing the abovebudget:

◦ consultation on components

◦ analysis of factors that impact on the budget

◦ completion of draft and final versions of budget withindesignated timelines

monitor and review the above budget against performanceover its life cycle.

KNOWLEDGEEVIDENCE


types of budgets:

◦ cash budgets

◦ cash flow budgets

◦ departmental budgets

◦ event budgets

◦ project budgets


◦ sales budgets

◦ wage budgets◦ whole of organisation budgets

budget terminology


◦ role and nature of budgets

◦ budget formats, budget performance and financialreports


◦ features and functions of accounting softwareprograms used to prepare and monitor budgets

internal and external factors that impact on budget

development:◦ growth or decline in economic conditions

◦ human resource requirements

◦ new legislation or regulation

◦ organisational and management restructures

◦ organisational objectives

◦ scope of the project

◦ shift in market trends

◦ significant price movement for certain commodities oritems

◦ supplier availability and cost

budget preparation and monitoring practices andtechniques:



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◦ sources and contents of data required for budgetpreparation:- competitor research

- customer or supplier research- declared commitments in areas of operation- financial information from suppliers- financial proposals from key stakeholders- income and expenditure for previous time periods- departmental, event or project budgets- grant funding guidelines or limitations- management policies and procedures- organisational budget preparation guidelines- performance information from previous periods

◦ techniques for making budget estimates

◦ common reasons for deviations and budget deviation

management.


Skills must be demonstrated in an operational tourism, travel,hospitality or events business operation or activity for whichbudgets are prepared. This can be:





financial and operational data and reports used to prepare

budgets others with whom the individual can discuss, and negotiate

draft and final budget components; these can be:




LINKS Companion Volume Implementation Guide:http://www.serviceskills.com.au/ces

http://www.serviceskills.com.au/ces





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TITLE Assessment Requirements for SITXFIN004 Prepare andmonitor budgets

PERFORMANCE

EVIDENCE

Evidence of the ability to complete tasks outlined in elements and

performance criteria of this unit in the context of the job role, and: prepare a budget for a business that meets the specific

business’ needs

demonstrate the following in the preparation of the abovebudget:

◦ consultation on components

◦ analysis of factors that impact on the budget

◦ completion of draft and final versions of budget withindesignated timelines

monitor and review the budget against performance over the lifecycle of the above budget.

KNOWLEDGEEVIDENCE

Demonstrated knowledge required to complete the tasks outlined inelements and performance criteria of this unit:

types of budgets:

◦ cash budgets

◦ cash flow budgets

◦ departmental budgets

◦ event budgets

◦ project budgets


◦ sales budgets

◦ wage budgets

◦ whole of organisation budgets

budget terminology


◦ role and nature of budgets

◦ budget formats, budget performance and financial reports


◦ features and functions of accounting software programsused to prepare and monitor budgets

internal and external factors that impact on budgetdevelopment:

◦ growth or decline in economic conditions

◦ human resource requirements◦ new legislation or regulation

◦ organisational and management restructures

◦ organisational objectives

◦ scope of the project

◦ shift in market trends

◦ significant price movement for certain commodities or items

◦ supplier availability and cost

budget preparation and monitoring practices and techniques:

◦ sources and contents of data required for budgetpreparation:

- competitor research- customer or supplier research



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- declared commitments in areas of operation- financial information from suppliers- financial proposals from key stakeholders

- income and expenditure for previous time periods- departmental, event or project budgets- grant funding guidelines or limitations- management policies and procedures- organisational budget preparation guidelines- performance information from previous periods

◦ techniques for making budget estimates

◦ common reasons for deviations and budget deviationmanagement.


Skills must be demonstrated in an operational tourism, travel,hospitality or events business operation or activity for whichbudgets are prepared. This can be:





financial and operational data and reports used to preparebudgets

others with whom the individual can discuss, and negotiate draftand final budget components; these can be:

◦ others in an industry workplace who are assisted by the

individual during the assessment process; or◦ individuals who participate in role plays or simulated

activities, set up for the purpose of assessment, in asimulated industry environment operated within a trainingorganisation.


LINKS Companion Volume Implementation Guide:http://www.serviceskills.com.au/ces






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SITXFIN005 Manage physical assets


UNIT TITLE Manage physical assets

APPLICATION This unit describes the performance outcomes, skills andknowledge required to manage the physical assets of anorganisation. It requires the ability to establish systems andpractices for asset monitoring, maintenance and acquisition.

It applies to senior managers who operate with significantautonomy and who are responsible for making a range ofstrategic management decisions.

The unit applies to all tourism, hospitality and event sectors.







essential outcomes



1. Develop practicesfor systematicmaintenance, repairand purchase ofphysical assets.

1.1. Develop and maintain an accurate and current physicalassets register.

1.2. Develop practices for managing physical assets thatreflect overall business objectives.

1.3. Establish and implement maintenance and repairregimes that minimise disruption and loss of revenue.

1.4. Integrate practices to support environmentalsustainability into use of physical assets.

1.5. Evaluate current and potential financial ability to acquirephysical assets.

2. Monitor the conditionand performance ofphysical assets.

2.1. Establish and implement regular reporting practices toensure effective performance of physical assets.2.2. Identify physical asset problems promptly and take

appropriate action.2.3. Assess long-term physical asset performance.2.4. Evaluate need for, and access, specialist assistance.

3. Coordinate financingand purchase ofphysical assets.

3.1. Prepare accurate equipment specifications to guideacquisition process.

3.2. Estimate acquisition costs based on evaluation ofcurrent, accurate and relevant data.

3.3. Make decisions on replacing and acquiring physicalassets.

3.4. Select methods of financing to meet current financialobjectives.



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3.5. Finance acquisitions in consultation with financialspecialists.

3.6. Keep accurate records of all f inancial agreements.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret complex product specifications and financialcontracts.


discuss asset deficiencies with team members

negotiate purchase and financial arrangements withsuppliers.

Numeracy skills to: analyse financial data and interpret estimates and financial

agreements for physical asset acquisition.Learning skills to: research new physical assets to enhance business

performance.

Problem-solving skills to: evaluate current and future asset needs and financialability to update physical assets.


identify and analyse the utility of enhanced physical assetsto improve business performance.

Teamwork skills to: regularly discuss the condition and utility of physical assetswith team members and take account of their feedbackwhen making acquisitions.


skills to:

manage maintenance and repair regimes and plan for the

acquisition of assets.UNIT MAPPINGINFORMATION

SITXFIN601 Manage physical assets







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TITLE Assessment Requirements for SITXFIN005 Managephysical assets

PERFORMANCE

EVIDENCE



develop a plan for the acquisition, maintenance andreplacement of at least three different types of physicalassets listed in the knowledge evidence

demonstrate procedures to:

◦ monitor the utility of above assets to meet businessneeds

◦ provide regular financial reports on the assets

◦ record formal and informal customer and staff feedback

◦ integrate day-to-day condition reports

◦ schedule internal or external inspections or audits

◦ schedule management reports◦ develop and maintain a current register for the above

assets.

KNOWLEDGEEVIDENCE


business objectives relevant to the management ofphysical assets:

◦ profitability

◦ growth

◦ providing quality products and services to customers

◦ adhering to:- codes of conduct- environmental sustainability philosophies and

practices

◦ industry accreditation schemes

types of physical assets required by tourism, hospitalityand event organisations and the organisation in particular:

◦ buildings

◦ computer systems

◦ equipment fixtures, fittings and furniture in one of thefollowing:

- accommodation establishments- commercial kitchens- restaurants and bars- storage areas- tourism, hospitality and event offices- transportation depots

◦ gardens

◦ pools

◦ rides and games

◦ vehicles

◦ vessels

maintenance requirements for different types of physical

assets



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considerations for long-term assessment of physicalassets:

◦ ability to meet business objectives

◦

cost of maintenance over a period of time◦ customer and staff feedback

◦ input from specialists where required

◦ operational efficiency

◦ safety

equipment specifications to guide acquisition process:

◦ budget parameters

◦ environmental sustainability policies for the business

◦ floor plans

◦ numbers and types of required equipment fixtures,fittings and furniture

◦ operational performance requirements:- efficiency- customer traffic- staff usage

◦ types of products and services offered by the business

formats for and inclusions of asset registers specified inperformance evidence

features and benefits of different financing options forasset acquisition:

◦ hire purchase

◦ lease

◦ purchase

◦ rent depreciation that can be applied to different types of

physical assets

data used in the estimation of asset acquisition:

◦ current maintenance contracts

◦ estimates and quotations from suppliers

◦ previous contracts and costs

◦ published or advertised prices

practices to support environmental sustainability usingdifferent types of physical assets.


Skills must be demonstrated in an operational tourism, travel,hospitality or event operation for which physical assets aremonitored and maintained. This can be:




current commercial purchase specifications, supplierproduct and cost information, and contractualdocumentation used for the purchase of assets.




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SITXFIN006 Manage revenue


UNIT TITLE Manage revenue

APPLICATION This unit describes the performance outcomes, skills andknowledge required to make, implement, and monitor pricingdecisions to maximise yield and business profitability.

The unit applies to senior personnel who work autonomouslyand are responsible for making strategic business decisions.

It applies to supplier organisations in the tourism, travel andhospitality industries, in particular to the accommodation, touroperations and tour wholesaling sectors.







essential outcomes



1. Analyse and forecastbusiness activity.

1.1. Analyse existing performance data and budget targets.1.2. Interrogate and compare sources of business activity

from different distribution channels and market segments.1.3. Evaluate external market factors, competitor activity and

changing customer demand patterns.1.4. Develop scenarios and forecasts around future business

performance and revenues.

2. Make pricingdecisions.

2.1. Confirm net, fixed and variable delivery costs.2.2. Review and incorporate distributor commissions and

mark-ups.

2.3. Set standard and promotional rates for different times,trading periods and market segments based on analysisof forecasts, pricing options and optimum yield.

2.4. Assess the need for special conditions and apply asrequired.

2.5. Document pricing structures and associated terms andconditions, with consideration of consumer protectionrequirements.

3. Implement pricingdecisions.

3.1. Communicate pricing initiatives to colleagues, internaland external partners, and distribution channels.

3.2. Establish mechanisms and collateral to support pricingdecisions in different market segments.

4. Monitor pricinginitiatives.

4.1. Monitor revenue results achieved through pricing anddistribution initiatives on a timely basis.



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4.2. Adjust initiatives based on results and broader businessand market analysis.

4.3. Record performance data for future analysis.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret complex business performance information.

Numeracy skills to: analyse business performance data

calculate different commission and mark-up structures

assess profitability scenarios.

Problem-solving skills to: interrogate complex business information and develop

business strategies in response develop strategic responses to business performance

challenges.

Technology skills to: work with financial and forecasting models and onlinedistribution channels.


SITXFIN602 Manage revenue







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TITLE Assessment Requirements for SITXFIN006 Managerevenue

PERFORMANCE

EVIDENCE



using each of the following at least once, develop,implement and monitor a total of six different pricinginitiatives for:

◦ products

◦ services

◦ trading periods

◦ market segments

demonstrate consideration of the following factors whendetermining each of the above pricing initiatives:

◦ revenue management principles

◦ industry distribution and marketing considerations.

KNOWLEDGEEVIDENCE


key principles and terminology of revenue management:

◦ dynamic and static pricing

◦ market penetration index

◦ matching supply and demand

◦ performance metrics

◦ perishability

◦ responsiveness and timing

◦ revenue generation index◦ shaping demand through price

types of business performance data used in revenuemanagement:

◦ financial reports

◦ historical trends

◦ market analysis

◦ no-show reports

◦ occupancy and load reports

◦ sources of business

◦ supply and demand analysis

mechanisms and collateral that support initiatives indifferent market segments:

◦ channel management systems

◦ global distribution systems

◦ online requirements:- promotions- proprietary websites- third party websites

◦ types of promotions

sector-specific factors that impact revenue managementinitiatives:

◦

financial:- fixed and variable operating costs- profit margin requirements



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- industry commission and mark-up procedures- cost of distribution networks

◦ external market factors:

- competitor activity- complementary activity- travel capacity

◦ special conditions:- block out dates- inclusions- payment requirements- stay controls

aspects of consumer protection law that impact on pricingand distribution.


Skills must be demonstrated in an operational tourism, travel,hospitality or event business operation for which revenuemanagement initiatives can be developed. This can be:





current industry and business data.








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FSA Food Safety

SITXFSA001 Use hygienic practices for food safety

UNIT CODE SITXFSA001

UNIT TITLE Use hygienic practices for food safety

APPLICATION This unit describes the performance outcomes, skills andknowledge required to use personal hygiene practices toprevent contamination of food that might cause food-borneillnesses. It requires the ability to follow predeterminedorganisational procedures and to identify and control foodhazards.

The unit applies to all organisations with permanent ortemporary kitchen premises or smaller food preparation or barareas.

This includes restaurants, cafes, clubs, hotels, and bars; touroperators; attractions; function, event, exhibition andconference catering; educational institutions; aged carefacilities; correctional centres; hospitals; defence forces;cafeterias, kiosks, canteens and fast food outlets; residential

catering; in-flight and other transport catering.

It applies to food handlers who directly handle food or foodcontact surfaces such as cutlery, plates and bowls during thecourse of their daily work activities. This includes cooks, chefs,caterers, kitchen stewards, kitchen hands, bar, and food andbeverage attendants, and sometimes room attendants andfront office staff.

Food handlers must comply with the requirements containedwithin the Australia New Zealand Food Standards Code.

In some States and Territories businesses are required todesignate a food safety supervisor who is required to becertified as competent in this unit through a registered trainingorganisation.

Food safety legislative and knowledge requirements may differacross borders. Those developing training to support this unitmust consult the relevant state or territory food safety authorityto determine any accreditation arrangements for courses,trainers and assessors.


COMPETENCY FIELD Food Safety



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ELEMENTS PERFORMANCE CRITERIA Elements describe the

essential outcomes


1. Follow hygieneprocedures andidentify foodhazards.

1.1. Follow organisational hygiene procedures.1.2. Report unsafe practices that breach hygiene procedures

promptly.1.3. Identify food hazards that may affect the health and

safety of customers, colleagues and self.1.4. Remove or minimise the hygiene hazard and report as

appropriate for follow-up.

2. Report any personal

health issues.

2.1. Report personal health issues likely to cause a hygiene

risk.2.2. Report incidents of food contamination resulting frompersonal health issues.

2.3. Cease participation in food handling activities where ownhealth issue may cause food contamination.

3. Prevent foodcontamination.

3.1. Maintain clean clothes, wear required personal protectiveclothing, and only use organisation-approved bandagesand dressings.

3.2. Prevent food contamination from clothing and other itemsworn.

3.3. Prevent unnecessary direct contact with ready to eatfood.

3.4. Ensure hygienic personal contact with food and foodcontact surfaces.

3.5. Use hygienic cleaning practices that prevent food-borneillnesses.

4. Preventcross-contaminationby washing hands.

4.1. Wash hands at appropriate times and follow handwashing procedures consistently.

4.2. Wash hands using appropriate facilities.

FOUNDATION SKILLS


SKILLS DESCRIPTION Reading skills to: interpret organisational documents or diagrams relating to:

◦ organisational food safety programs

◦ hygiene and food safety procedures

◦ hazard analysis and critical control points (HACCP)practices.


report hygiene hazards and non-compliant organisationalpractices accurately.


SITXFSA101 Use hygienic practices for food safety








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TITLE Assessment Requirements for SITXFSA001 Use hygienicpractices for food safety

PERFORMANCE

EVIDENCE



demonstrate use of safe food handling practices in foodhandling work functions in line with organisational hygieneprocedures on at least three occasions

demonstrate procedures to:

◦ identify food hazards

◦ report unsafe practices

◦ report incidents of food contamination.

KNOWLEDGE

EVIDENCE


outlined in elements and performance criteria of this unit:

basic aspects of commonwealth, state or territory foodsafety laws, standards and codes as follows:

◦ meaning of contaminant, contamination and potentiallyhazardous foods as defined by the Australia NewZealand Food Standards Code

◦ employee and employer responsibility to participate inhygienic practices

◦ reasons for food safety programs and what they mustcontain

◦ role of local government regulators

◦ ramifications of failure to observe food safety law and

organisational policies and procedures health issues likely to cause a hygiene risk relevant to food

safety:

◦ airborne diseases

◦ food-borne diseases

◦ infectious diseases

hygiene actions that must be adhered to in order to avoidfood-borne illnesses

hand washing practices:

◦ before commencing or recommencing work with food

◦ immediately after:

- handling raw food- smoking, coughing, sneezing or blowing the nose- eating or drinking- touching the hair, scalp or any wound- using the toilet

basic aspects of hazard analysis and critical control points(HACCP) method of controlling food safety


◦ major causes of food contamination and food-borneillnesses

◦ sources and effects of microbiological contamination offood

◦ workplace hygiene hazards when handling food andfood contact surfaces



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◦ basic content of organisational food safety programs

◦ contents of organisational hygiene and food safetyprocedures

◦

hygienic work practices for individual job roles andresponsibilities.


Skills must be demonstrated in an operational food preparationarea. This can be:




fixtures:

◦ work benches

◦

refrigeration unit◦ sink

◦ storage facilities

small equipment:

◦ assorted pots and pans

◦ containers for hot and cold storage

◦ crockery

◦ cutlery

◦ cutting boards

◦ food handler gloves

◦ glassware

◦ knives

◦ packaging materials

◦ receptacles for presentation and display purposes

◦ small utensils:- tongs- serving utensils

appropriate facilities for handwashing:

◦ designated hand washing sink

◦ antiseptic liquid soap

◦ single use towels

◦ warm running water

food ingredients and ready to eat food items

current plain English regulatory documents distributed bythe commonwealth, state, territory or local governmentfood safety authority

Australia New Zealand Food Standards Code

current commercial food safety programs, policies andprocedures used for managing food safety.

Assessors must satisfy the Standards for Registered TrainingOrganisations’ requirements f or assessors.







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SITXFSA002 Participate in safe food handling practices


UNIT TITLE Participate in safe food handling practices

APPLICATION This unit describes the performance outcomes, skills andknowledge required to handle food safely during the storage,preparation, display, service and disposal of food. It requiresthe ability to follow predetermined procedures as outlined in afood safety program.

The unit applies to all organisations with permanent ortemporary kitchen premises or smaller food preparation areas.This includes restaurants, cafes, clubs, and hotels; touroperators; attractions; function, event, exhibition and

conference catering; educational institutions; aged carefacilities; correctional centres; hospitals; defence forces;cafeterias, kiosks, canteens and fast food outlets; residentialcatering; in-flight and other transport catering.

Safe food handling practices are based on an organisation’sindividual food safety program. The program would normallybe based on the hazard analysis and critical control points(HACCP) method, but this unit can apply to other food safetysystems.

It applies to food handlers who directly handle food during thecourse of their daily work activities. This includes cooks, chefs,caterers, kitchen hands and food and beverage attendants.

Food handlers must comply with the requirements containedwithin the Australia New Zealand Food Standards Code.

In some States and Territories businesses are required todesignate a food safety supervisor who is required to becertified as competent in this unit through a registered trainingorganisation.








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1. Follow food safety

program.

1.1. Access and use relevant information from organisational

food safety program.1.2. Follow policies and procedures in food safety program.1.3. Control food hazards at critical control points.1.4. Complete food safety monitoring processes and

complete documents as required.1.5. Identify and report non-conforming practices.1.6. Take corrective actions within scope of job responsibility

for incidents where food hazards are not controlled.

2. Store food safely. 2.1. Select food storage conditions for specific food type.2.2. Store food in environmental conditions that protect

against contamination and maximise freshness, qualityand appearance.

2.3. Store food at controlled temperatures and ensure thatfrozen items remain frozen during storage.

3. Prepare food safely. 3.1. Use cooling and heating processes that supportmicrobiological safety of food.

3.2. Monitor food temperature during preparation usingrequired temperature measuring device to achievemicrobiological safety.

3.3. Ensure safety of food prepared, served and sold tocustomers.

4. Provide safe singleuse items.

4.1. Store, display and provide single use items so they areprotected from damage and contamination.

4.2. Follow instructions for items intended for single use.

5. Maintain a cleanenvironment.

5.1. Clean and sanitise equipment, surfaces and utensils.5.2. Use appropriate containers and prevent accumulation of

garbage and recycled matter.5.3. Identify and report cleaning, sanitising and maintenance

requirements.5.4. Dispose of or report chipped, broken or cracked eating,

drinking or food handling utensils.5.5. Take measures within scope of responsibility to ensure

food handling areas are free from animals and pests andreport incidents of animal or pest infestation.

6. Dispose of food

safely.

6.1. Mark and separate from other foodstuffs any food

identified for disposal until disposal is complete.6.2. Dispose of food promptly to avoid cross-contamination.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: read and interpret food safety programs, policies,procedures and flow charts that identify critical controlpoints.

Writing skills to: complete documentation for monitoring food safety.

Numeracy skills to: calibrate and use a temperature probe and calculatetimings.



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coordinate different food handling tasks to take account offood safety issues.

UNIT MAPPING

INFORMATION

SITXFSA201 Participate in safe food handling practices







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TITLE Assessment Requirements for SITXFSA002 Participate insafe food handling practices

PERFORMANCE

EVIDENCE



demonstrate use of safe food handling practices in foodhandling work functions on at least three occasions

demonstrate the correct methods of controlling foodhazards at each of the following critical control points:

◦ receiving

◦ storing

◦ preparing

◦ processing

◦ displaying and/or serving

◦ packaging

◦ transporting

◦ disposing.

KNOWLEDGEEVIDENCE


key features of commonwealth, state or territory and localfood safety compliance requirements as they impactworkers at an operational level:

◦ contents of national codes and standards that underpinregulatory requirements

◦ reasons for food safety programs and what they must

contain◦ local government food safety regulations and

inspection regimes

◦ consequences of failure to observe food safety policiesand procedures


hazard analysis and critical control points (HACCP) orother food safety system principles, procedures andprocesses as they apply to particular operations and

different food types:◦ critical control points for the specific food production

system and the predetermined methods of control,especially time and temperature controls used in thereceiving, storing, preparing, processing, displaying,serving, packaging, transporting and disposing of food

◦ main types of safety hazards and contamination

◦ conditions for development of microbiologicalcontamination

◦ environmental conditions and, temperature controls, forstorage

◦ temperature danger zone and the two-hour and four-

hour rule



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contents of organisational food safety program, especiallyprocedures, associated requirements, and monitoringdocuments

food safety monitoring techniques:◦ bacterial swabs and counts

◦ checking and recording that food is stored inappropriate timeframes

◦ chemical tests

◦ monitoring and recording food temperatures using atemperature measuring device accurate to plus orminus one degree Celsius

◦ monitoring and recording temperature of cold and hotstorage equipment

◦ visually examining food for quality review

methods to ensure the safety of food served and sold tocustomers:

◦ packaging control:- using packaging materials suited to foods- monitoring of packaging damage

◦ protective barriers

◦ temperature control

◦ supervision of food displays

◦ utensil control

◦ providing separate serving utensils for each dish

safe food handling practices for the following different foodtypes:

◦ dairy◦ dried goods

◦ eggs

◦ frozen goods

◦ fruit and vegetables

◦ meat and fish

equipment operating procedures, especially how tocalibrate, use and clean a temperature probe and how toidentify faults

choice and application of cleaning, sanitising and pestcontrol equipment and materials

cleaning, sanitising and maintenance requirementsrelevant to food preparation and storage:

◦ cleaning:- dirt- food waste- grease- pest waste removal

◦ sanitising:- eating and drinking utensils- food contact surfaces

◦ maintenance:- recalibrating measurement and temperature

controls- minor faults



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high risk customer groups:

◦ children or babies

◦ pregnant women

◦ aged persons◦ people with immune deficiencies or allergies

◦ unwell persons.


Skills must be demonstrated in an operational food preparationarea. This can be:




fixtures:

◦

commercial grade work benches◦ refrigeration unit

◦ sink

◦ storage facilities

small equipment:

◦ assorted pots and pans

◦ containers for hot and cold storage

◦ crockery

◦ cutting boards

◦ food handler gloves

◦ knives

◦ packaging materials

◦ receptacles for presentation and display purposes

◦ small utensils:- tongs- serving utensils

◦ temperature monitoring device

appropriate facilities for handwashing:

◦ designated hand washing sink

◦ antiseptic liquid soap

◦ single use towels

◦ warm running water

food ingredients and ready to eat food items

current plain English regulatory documents distributed bythe national, state, territory or local government food safetyauthority

Australia New Zealand Food Standards Code

current organisational food safety programs, policies andprocedures used for managing food safety.








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SITXFSA003 Transport and store food


UNIT TITLE Transport and store food

APPLICATION This unit describes the performance outcomes, skills andknowledge required to transport food from a food preparationarea to another location. It also deals with holding or storingfood on arrival.

The unit applies to food service operations where food istransported from the preparation area to another location andstored on arrival. This includes restaurants and cafes,educational institutions, aged care facilities, hospitals, defenceforces, cafeterias and kiosks, residential catering, in-flight and

other transport catering, events catering and private catering. Itapplies to food handlers who directly handle food whentransporting and storing food. People at many levels use thisskill in the workplace including cooks, chefs, caterers andcatering assistants.

The person transporting the food may or may not be drivingthe vehicle.

Food handlers involved in transporting and storing food mustcomply with the requirements contained within the AustraliaNew Zealand Food Standards Code.

Businesses may be required to implement a food safetyprogram and food handlers would need to comply with thetransportation provisions.







1. Transport foodsafely andhygienically.

1.1. Select suitable food transportation vehicles according towork instructions and legislative requirements.

1.2. Package, load, restrain and unload food appropriately.1.3. Use hygienic food safety practices for food

transportation.1.4. Use safe manual handling techniques when moving and

storing food.1.5. Maintain records of food transportation as required.

2. Store food safely

and hygienically.

2.1. Select food storage conditions for specific food types.

2.2. Maintain environmental conditions for specific food typesto ensure freshness, quality and appearance.



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2.3. Ensure storage and holding methods optimise nutritionalquality and comply with relevant stock control principles.

2.4. Use hygienic food safety practices and observe work

health and safety procedures and practices.2.5. Keep storage areas free from contaminants and pests.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: follow work instructions and interpret food labels.

Numeracy skills to: calculate quantities during the packing and unpackingprocess.

Problem-solving skills to: deal with routine food handling, storage and transportationproblems.


SITXFSA202 Transport and store food







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TITLE Assessment Requirements for SITXFSA003 Transport andstore food

PERFORMANCE

EVIDENCE



transport and store each of the following food itemsaccording to food safety requirements and regulations andthe specific requirements for the food type:

◦ dairy

◦ dried goods

◦ eggs

◦ frozen food

◦ fruit and vegetables

◦ meat and fish.

KNOWLEDGEEVIDENCE


basic aspects of commonwealth, state or territory foodsafety laws, standards and codes:

◦ actions that must be adhered to by organisations

◦ employee responsibility to participate in hygienicpractices

◦ reasons for food safety programs, when they arerequired for transportation activities and what theymust contain

◦ role of local government regulators

◦ ramifications of failure to observe food safety law andorganisational policies and procedures


advantages and disadvantages of different forms oftransport for particular food items, quantities andcircumstances

safe storage principles and practices for different foodtypes:

◦ storage options

◦

lining of transport container◦ sealing of transport container

◦ temperature

characteristics of the different food items specified in theperformance evidence and conditions required to maintaintheir optimum freshness, palatability and safety


◦ sources and effects of microbiological contamination offood in transit

◦ methods of transportation and storage to ensure thesafety of food

◦ temperature controls and temperature danger zones,

for storage of main food types used in the business



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◦ contents of food safety transportation proceduresincluded in organisational food safety programs

safe manual handling techniques, in particular loading and

unloading, lifting and dealing with heated surfaces.


Skills must be demonstrated in an operational hospitalityenvironment. This can be:




vehicles suitable for the transportation of food

food ingredients and ready to eat food items to betransported

industry-current equipment for the transportation andstorage of food

organisational specifications:

◦ current plain English regulatory documents distributedby the national, state, territory or local government foodsafety authority

◦ Australia New Zealand Food Standards Code

◦ current commercial food safety programs, policies andprocedures used for managing food safety.








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SITXFSA004 Develop and implement a food safety program


UNIT TITLE Develop and implement a food safety program

APPLICATION This unit describes the performance outcomes, skills andknowledge required to develop, implement and evaluate a foodsafety program for all stages in the food production process,including receipt, storage, preparation, service and disposal offood. It requires the ability to determine program requirementsand prepare policies and procedures for other personnel tofollow.

The unit applies to all organisations with permanent ortemporary kitchen premises or smaller food preparation areas.

This includes restaurants, cafes, clubs, and hotels; touroperators; attractions; function, event, exhibition andconference catering; educational institutions; aged carefacilities; correctional centres; hospitals; defence forces;cafeterias, kiosks, canteens, and fast food outlets; residentialcatering; in-flight and other transport catering.

A food safety program would most commonly be based on thehazard analysis and critical control points (HACCP) method,but this unit can apply to other food safety systems.

It applies to senior personnel who work independently and whoare responsible for making strategic decisions on establishingand monitoring risk control systems for food related hazards.This could include chefs, kitchen managers, cateringmanagers, fast food store managers and owner-operators ofsmall business catering operations or retail food outlets.

In some States and Territories businesses are required todesignate a food safety supervisor who is required to becertified as competent in SITXFSA001 Use hygienic practicesfor food safety and/or SITXFSA002 Participate in safe food

handling practices through a registered training organisation.







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essential outcomes


1. Evaluateorganisationalrequirements forfood safety program.

1.1. Evaluate organisational characteristics that impact onfood safety.

1.2. Examine food handling operations and processes andidentify potential or existing food hazards.

1.3. Identify critical control points in food preparation systemwhere food hazards must be controlled.

1.4. Identify product suppliers and determine qualityassurance specifications for foodstuffs supplied.

1.5. Evaluate existing product specifications for food itemsprepared and sold.

1.6. Evaluate existing policies and procedures and monitoring

practices, including record keeping, and assess need forchange.

2. Develop food safetyprogram to controlhazards.

2.1. Consult with stakeholders in program development.2.2. Integrate regulatory requirements and standards into

policies and procedures.2.3. Establish and document critical control points and control

methods for each point.2.4. Develop procedures for systematic monitoring of controls

and associated record keeping.2.5. Develop corrective action procedures for uncontrolled

hazards.2.6. Develop or modify and record product specifications

covering food items prepared and sold.2.7. Identify training needs and develop training program.2.8. Develop schedule for regular review of food safety

program.2.9. Document food safety program and provide to regulatory

authorities as required.

3. Implement foodsafety program.

3.1. Communicate food safety programs, policies, proceduresand product specifications to colleagues and ensuredisplay of appropriate signage and access to information.

3.2. Organise appropriate training and mentoring.3.3. Monitor operational activities to ensure that policies and

procedures are followed.

3.4. Manage response to incidents of uncontrolled foodhazards and oversee implementation of corrective actionprocedures.

3.5. Make changes to practices that led to the food safetybreach, and document, communicate and implementchanges.

3.6. Maintain food safety management documents.

4. Participate in foodsafety audit.

4.1. Ensure food safety program is audited as required bylegislation.

4.2. Participate in food safety program audits and provideassistance to inspectors.

4.3. Retain records of food audits according to legislativerequirements.



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5. Evaluate and revisefood safety program.

5.1. Conduct scheduled review of food safety program inconsultation with colleagues.

5.2. Validate required food safety controls.

5.3. Review policies, procedures, product specifications,monitoring systems and record keeping methods, andrevise as required.

5.4. Prepare and document amended food safety programand provide to regulatory authorities as required.

5.5. Communicate changes and monitor inclusion inproduction processes.

5.6. Identify and respond to additional training needs basedon changes to food safety practices.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret sometimes complex materials describingregulatory requirements relating to food safety.


provide information on food safety program to colleagues.

Numeracy skills to: work with the concepts of measurement.

Problem-solving skills to: evaluate and respond to strategic and operational factorsthat influence the food safety program

identify and respond to systemic operational issues.


coordinate and respond to multiple and interrelatedoperational challenges.


SITXFSA401 Develop and implement a food safety program







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TITLE Assessment Requirements for SITXFSA004 Develop andimplement a food safety program

PERFORMANCE

EVIDENCE



develop and implement a complete food safety program fora service industry food preparation organisation in line withregulatory requirements outlined in:

◦ the organisation’s policies and procedures

◦ product specifications

◦ monitoring documentation

ensure that the above food safety program:

◦ reflects the following organisational characteristics:- average clientele and at risk client groups with a

higher than average risk of harm from food

contamination- equipment- existing prerequisite programs- facilities- food items prepared and sold- re-thermalisation and service requirements- size and nature of organisation

◦ provides suitable food safety systems and options forthe organisation for which it has been prepared

monitor, evaluate and identify improvements to the abovefood safety program.

KNOWLEDGEEVIDENCE


options for the structure and implementation of a foodsafety program, using the hazard analysis and criticalcontrol points (HACCP) method as the basis

consultative and communication mechanisms used byorganisations to develop and implement proceduralsystems

key features of commonwealth, state or territory and localfood safety compliance requirements as they impact foodsafety program development:

◦ contents of national codes and standards that underpinregulatory requirements

◦ components of a food safety program, especiallyprocedures and monitoring documents

◦ local government food safety regulations and auditfrequencies

◦ consequences of failure to observe food safety policiesand procedures


contents of organisational food safety program, especiallypolicies and procedures:



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◦ audit

◦ cleaning and sanitation

◦ communication

◦ contingency management◦ corrective actions

◦ equipment maintenance

◦ evaluation

◦ food:- supply- receiving- storage- preparation- display- service- disposal

◦ hazards:- control methods for each critical point- corrective actions- systematic monitoring of hazard controls and

record keeping

◦ personal considerations:- dress- hygiene- protective equipment and clothing

◦ pest control

◦ record maintenance

◦

training food safety monitoring techniques:

◦ bacterial swabs and counts

◦ checking and recording that food is stored inappropriate timeframes

◦ chemical tests

◦ monitoring and recording food temperatures using atemperature measuring device accurate to plus orminus one degree Celsius

◦ monitoring and recording temperature of cold and hotstorage equipment

◦ visually examining food for quality review

food safety management documents:◦ audit reports

◦ audit tables

◦ customer complaint forms

◦ documented food safety program

◦ food flow diagrams

◦ food production records

◦ hazard analysis table

◦ incident reports where food hazards are found not tobe under control

◦ policies, procedures and product specifications

◦ records of the monitoring of hazard controls:- any record required by local legislation



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- illness register- list of suppliers- temperature control data

- training logs◦ verification records

HACCP or other food safety system principles, proceduresand processes as they apply to particular operations anddifferent food types:

◦ critical control points for the specific food productionsystem and the predetermined methods of control,especially time and temperature controls used in thestorage, preparation, display, service and cooking,cooling and transporting of food

◦ methods of food storage, production, display, serviceand cooking, cooling and transporting, especially,

appropriate temperature levels for each of theseprocesses

◦ main types of safety hazards and contamination

◦ conditions for development of microbiologicalcontamination

◦ environmental conditions and, temperature controls, forstorage

◦ temperature danger zone and the two-hour and four-hour rule

choice and application of cleaning, sanitising and pestcontrol equipment and materials

high risk customer groups who are more susceptible toharm from food contamination:

◦ children or babies

◦ pregnant women

◦ aged persons

◦ people with immune deficiencies or allergies

◦ unwell persons.


Skills must be demonstrated in an operational hospitalitybusiness for which a food safety plan is developed andimplemented. This can be:



current plain English regulatory documents distributed bythe commonwealth, state, territory or local governmentfood safety authority

Australia New Zealand Food Standards Code.









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2. Develop andcommunicatepolicies and

procedures for legalcompliance.

2.1. Develop and clearly articulate regulatory policies andprocedures in a format readily accessible to allpersonnel.

2.2. Nominate the roles and responsibilities of personnel forregulatory compliance in policies and procedures.2.3. Distribute policies, procedures and legal information to

personnel at appropriate times.2.4. Organise information updates for personnel to ensure

their knowledge of roles and responsibilities for legalcompliance.

3. Ensure compliancewith legalrequirements.

3.1. Communicate with regulatory authorities when planningbusiness operations and submit required documentation.

3.2. Maintain business and occupational licences and checkcontractor compliance to avoid risk to business.

3.3. Continuously evaluate business operations for non-

compliance and implement modifications.4. Maintain personal

and organisationalknowledge ofregulatoryrequirements.

4.1. Identify and use a range of opportunities to maintainknowledge of current regulatory requirements.

4.2. Use organisational communication methods to shareupdated regulatory knowledge.

4.3. Continuously review and distribute plans, policies andprocedures for compliance with current laws andlicensing requirements.

FOUNDATION SKILLS


here, along with a brief context statement.SKILLS DESCRIPTION

Reading skills to: interpret unfamiliar and complex materials describingregulatory requirements

research regulatory requirements specifically applicable tothe business operation.

Writing skills to: write comprehensive yet easily accessible regulatorypolicies and procedures

complete complex documentation required by regulatoryauthorities.

Oral communication

skills to:

consult with regulatory authorities to determine the scope

of compliance requirements.Problem-solving skills to: evaluate areas of business operation and determine scope

of compliance.


research, establish and regularly monitor all components ofa business compliance system.


SITXGLC501 Research and comply with regulatoryrequirements







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TITLE Assessment Requirements for SITXGLC001 Research andcomply with regulatory requirements

PERFORMANCE

EVIDENCE



access and interpret regulatory information and determinethe scope of compliance for the operations of a specifictourism, travel, hospitality or events business in relation toat least six different areas of compliance

develop policies and procedures for legal compliance witheach of the above areas of compliance

integrate into compliance planning activities anddocumentation:

◦ sources of detailed information and advice onregulatory compliance

◦ objectives and primary components of a broad range oflocal, state, territory and commonwealth governmentlaws relevant to the specific to the business operations

◦ use of policies and procedures in managing regulatorycompliance.

KNOWLEDGEEVIDENCE


legal responsibilities and liabilities of managers anddirectors in varying business structures

sources of information and advice on regulatory

compliance:◦ local, state, territory or commonwealth government

departments or regulatory agencies


◦ plain English documentation that explains theoperational requirements of legislation

◦ computer data

◦ the internet

◦ discussions with experienced industry personnel

◦ industry:- accreditation operators

- associations and organisations- developers of codes of conduct or ethics- journals- seminars

◦ lawyers

◦ networking with:- colleagues- suppliers

◦ libraries

◦ media

◦ personal observations and experience

◦ reference books

◦ training courses◦ unions



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functions and general operating procedures of regulatoryauthorities of particular relevance to the tourism, hospitalityand events industries

methods of receiving updated information on laws andlicensing requirements

use of policies and procedures in managing regulatorycompliance

formats for and inclusions in policies and procedures

objectives and primary components of local, state, territoryand commonwealth government laws to which all types ofbusinesses must comply and that cover:

◦ anti-discrimination, especially provisions for equalemployment opportunity (EEO) and harassment

◦ Australian Consumer Law (ACL) especially provisionsfor refunds, exchanges and cancellations, terms and

conditions of quotations and consumer contracts◦ contracts

◦ employer superannuation contributions

◦ environmental protection especially provisions forenvironmental hazard identification, use of minimalimpact practices and reporting of incidents

◦ Fair Work Act 2009, especially provisions for NationalEmployment Standards (NES)

◦ local community protection, especially provisions forland management and access and protecting thelifestyle of neighbouring residents

◦

taxation◦ workplace relations

◦ public liability and duty of care

◦ work health and safety

◦ workers’ compensation, especially provisions for injuryreporting and occupational rehabilitation

objectives and primary components of laws, codes,standards and licensing requirements that impact onspecific operators in the tourism, hospitality and eventindustries; chosen to be applicable to the individual’scontext:

◦ Copyright Act 1968

◦ Criminal Code Act 1995 as it relates to child sexoffences outside Australia

◦ European Economic Directive of Foreign Travel

◦ food safety

◦ Food Standards Australia New Zealand Act 1991

◦ liquor licensing, especially as it relates to theresponsible service of alcohol

◦ Privacy Act 1988

◦ Queensland Tourism Services Act 2003

◦ Residential Tenancy Act

◦ responsible conduct of gaming regulation

for each relevant law, code, standard and licensingrequirement, the depth of knowledge must cover:



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◦ lawyers

◦ local, state, territory or commonwealth governmentdepartments or regulatory agencies.








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HRM Human Resource

Management

SITXHRM001 Coach others in job skills

UNIT CODE SITXHRM001

UNIT TITLE Coach others in job skills


knowledge required to provide on-the-job coaching tocolleagues. It requires the ability to explain and demonstratespecific skills, knowledge and procedures and monitor theprogress of colleagues until they are able to operateindependently of the coach.

The unit applies to experienced operational personnel and tosupervisors and managers who informally train other people innew workplace skills and procedures.

It applies to all tourism, hospitality and event sectors.



COMPETENCY FIELD Human Resource Management




essential outcomes


1. Prepare foron-the-job coaching.

1.1. Identify need for coaching based on a range of factors.1.2. Identify specific coaching needs through discussion with

colleague and organise coaching sessions.

2. Coach colleagueson-the-job.

2.1. Explain overall purpose of coaching to colleague.2.2. Explain and demonstrate specific skills.2.3. Communicate required knowledge and check colleague

understanding.2.4. Advise organisational procedures for completing

workplace tasks.2.5. Provide colleague with opportunity to practise skill and

ask questions.

2.6. Provide feedback in constructive and supportive manner.



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3. Follow up coaching. 3.1. Monitor progress of new workplace skills and providesupportive assistance.

3.2. Report progress to the appropriate person.

3.3. Identify performance problems or difficulties withcoaching and rectify or refer to appropriate person forfollow-up.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: review workplace documentation completed by colleague.


use active listening and open questioning techniques toconfirm understanding.

Numeracy skills to: calculate adequate time required for coaching and for thecolleague to complete required tasks.


complete own work tasks within designated timeframesand simultaneously coach others in their job skills.


SITXHRM301 Coach others in job skills







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TITLE Assessment Requirements for SITXHRM001 Coach othersin job skills

PERFORMANCE

EVIDENCE



provide effective on-the-job coaching to four differentcolleagues

address identified performance problems or difficultiesexperienced by colleagues in each of the above coachingsessions and rectify or refer as appropriate

evaluate colleagues’ performance and provide constructivefeedback as part of above coaching sessions

demonstrate the following during each of the abovecoaching activities:

◦ clear communication and demonstration of the

organisational tasks required of the colleague◦ completion of training within commercial time

constraints

◦ application of the key principles of training.

KNOWLEDGEEVIDENCE


communication techniques suitable to a workplace trainingcontext

objectives and scope of the coaching

factors which impact need for coaching:

◦ direction from colleagues◦ own observation and workplace experience

◦ request for coaching from colleagues to be coached

key principles of training:

◦ explanation

◦ demonstration

◦ review

◦ listening to trainee explanation

◦ observing and evaluating trainee demonstration

◦ providing feedback

legislative work health and safety and hygiene

requirements possible causes of performance problems or difficulties:

◦ breakdown in communication

◦ inappropriate circumstances for coaching

◦ insufficient opportunity to practice

◦ language or cultural barriers

◦ shyness or lack of confidence.


Skills must be demonstrated in an operational environmentwith colleagues requiring coaching. This can be:





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work tasks in which to coach others

colleagues in need of training; these can be:

◦

colleagues in an industry workplace who are assistedby the individual during the assessment process; or









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SITXHRM002 Roster staff


UNIT TITLE Roster staff

APPLICATION This unit describes the performance outcomes, skills andknowledge required to develop, administer and communicatestaff rosters. It requires the ability to plan rosters according toindustrial provisions, operational efficiency requirements, andwithin wage budgets.

This unit applies to individuals responsible for developing staffrosters for situations involving potentially large numbers ofstaff working across a range of different service periods orshifts. It does not apply to small office environments.

It applies to senior personnel who operate independently orwith limited guidance from others, including dedicatedspecialist staff or operational supervisors and managers.








essential outcomes


1. Develop staffrosters.

1.1. Develop rosters according to relevant industrialagreements and other considerations and wage budgets.

1.2. Maximise operational and customer service efficiency

while minimising wage costs.1.3. Combine duties where appropriate to ensure effectiveuse of staff.

1.4. Roster teams with complementary skills mix to meetoperational requirements.

1.5. Take account of social and cultural considerations andbroader organisational policies that affect staff rosters.

1.6. Consult with colleagues to ensure input into rosters.1.7. Use roster systems and equipment to administer rosters.

2. Present andcommunicaterosters.

2.1. Present rosters in required formats to ensure clarity ofinformation according to organisational standards.

2.2. Communicate rosters to appropriate colleagues within

designated timeframes.



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3. Maintain rosteringrecords.

3.1. Administer records of shift time completed by employeesor contractors.

3.2. Maintain staff rostering records according to

organisational procedures.4. Evaluate rosters. 4.1. Monitor effectiveness of rosters in consultation withcolleagues.

4.2. Identify ways in which rosters and roster developmentprocesses may be improved and take appropriate action.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret documents outlining opening and closing times,

operational hours, and expected customer traffic.Writing skills to: write potentially complex roster documentation.


ask colleagues questions to confirm their requirements

listen, understand and interpret messages.

Numeracy skills to: complete planning activities involving dates, times and staffratios.

Problem-solving skills to: re-work rosters in cases of staff illness.

Teamwork skills to: consider staff requests and personal commitments whenplanning rosters.

Technology skills to: use system capabilities and functions of rostering software

programs.UNIT MAPPINGINFORMATION

SITXHRM401 Roster staff







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TITLE Assessment Requirements for SITXHRM002 Roster staff

PERFORMANCEEVIDENCE

Evidence of the ability to complete tasks outlined in elementsand performance criteria of this unit in the context of the job

role, and: prepare staff rosters that meet diverse operational

requirements across three different roster periods

demonstrate the following when preparing each of theabove staff rosters:

◦ sufficient staff to ensure the delivery of requiredservices within wage budget constraints

◦ appropriate skills mix of the team

◦ compliance with industrial provisions andorganisational policy

◦ completion of rosters within commercial and staff time

constraints.

KNOWLEDGEEVIDENCE


sources of information on awards and other industrialprovisions

industrial agreements and other considerations whichimpact the preparation of staffing rosters:

◦ single or multiple awards and enterprise agreements

◦ award provisions for:- leave

- mandated breaks between shifts- maximum allowed shift hours- standard, overtime and penalty pay rates

◦ overall number of hours allocated to different staffmembers

◦ use of:- contractors and consideration of fees- permanent or casual staff

key elements of applicable awards and enterpriseagreements:

◦ leave provisions

◦ mandated breaks between shifts

◦ maximum allowed shift hours◦ standard, overtime and penalty pay rates

organisational policies which impact the preparation ofstaffing rosters:

◦ sociocultural-friendly organisational initiatives

◦ family-friendly workplace initiatives

◦ leave for:- carers- compassionate reasons- illness or injury- jury service

- long service- maternity or paternity- rehabilitation of injured workers



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- study

◦ recreation

industry sector:

◦

role of rosters and their importance in controlling staffcosts

◦ system capabilities and functions of rostering softwareprograms

◦ different formats for and inclusions of staff rosters

◦ different methods used to communicate rosters, bothelectronic and paper-based


◦ social, cultural and skills mix of the team to be rostered

◦ full details of human resource policies and proceduresthat cover leave provisions and socio-cultural issues

◦ operational requirements of the business activity,department or event subject to rostering

◦ wage budget for the business activity, department orevent subject to rostering.


Skills must be demonstrated in an operational tourism, travel,hospitality or events business operation or activity requiringstaff rostering. This can be:




computers, printers and rostering software programs records of shift time and where relevant electronic

equipment used by staff to log commencement andcompletion time of rostered duties

applicable industrial awards and enterprise agreements

operational information about the organisation ordepartment subject to rostering

information about the cultural and skills mix of a teamsubject to rostering.


Organisations’ requirements f or assessors.LINKS Companion Volume Implementation Guide:







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SITXHRM003 Lead and manage people


UNIT TITLE Lead and manage people

APPLICATION This unit describes the performance outcomes, skills andknowledge required to lead and manage people including inteams and support and encourage their commitment to theorganisation. It requires the ability to lead by example andmanage performance through effective leadership.

The unit applies to individuals who operate independently andare responsible for leading and motivating people and teams.This includes supervisors, operational and senior managers.








essential outcomes


1. Model highstandards ofperformance andbehaviour.

1.1. Act as a positive role model through individualperformance.

1.2. Show support for and commitment to organisationalgoals in day-to-day work performance.

1.3. Interact with team members in a positive andprofessional manner.

2. Develop teamcommitment and

cooperation.

2.1. Develop and clearly communicate short, medium andlong-term plans and objectives consistent with

organisational goals in consultation with the team.2.2. Communicate expectations, roles and responsibilities ofteam members to encourage them to take responsibilityfor own work.

2.3. Encourage teams and individuals to develop innovativeapproaches to work.

2.4. Identify and reward individual and team efforts andcontributions.

2.5. Model and encourage open and supportivecommunication within the team.

2.6. Seek and share information from the wider businessenvironment with the team.

2.7. Represent team interests in the wider environment.



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2.8. Seek feedback from team members and implementchanges within the bounds of organisational goals andpolicies.

3. Manage teamperformance. 3.1. Delegate tasks and responsibilities, identify barriers todelegation, and implement processes to overcome them.3.2. Evaluate team member skills and provide opportunities

for individual development.3.3. Monitor team performance to ensure progress towards

achievement of goals.3.4. Provide mentoring and coaching to support team

members.3.5. Motivate individuals and teams to achieve optimum

performance.3.6. Provide recognition and rewards for team achievements.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Writing skills to: prepare and document clear and articulate team plans.


overcome communication barriers in providing effectivesupport and motivation to a team.


ensure activities and initiatives important to teamdevelopment are integrated into own work planning.

UNIT MAPPING

INFORMATION

SITXHRM402 Lead and manage people







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TITLE Assessment Requirements for SITXHRM003 Lead andmanage people

PERFORMANCE

EVIDENCE



monitor individual or team performance demonstrating atleast four of the following leadership and managementroles:

◦ decision making

◦ delegation of tasks

◦ information provision

◦ provision of feedback

◦ motivation through recognition and rewards

◦ planning and organising

seek and respond to feedback from team members during

the above service periods, in line with organisational goalsand policies in the following areas:

◦ allocation or performance of work

◦ effectiveness of communication within team, betweenother teams or within organisation

◦ efficiency or deficiency in workplace practices.

KNOWLEDGEEVIDENCE


roles of and functions performed by supervisors andmanagers:

◦ decision making◦ delegating tasks

◦ monitoring staff

◦ planning and organising

◦ providing information:- organisation performance- changes in organisational policies- marketing information and targets- overall organisational objectives- plans for new equipment- rationale for management decisions

- technology updates- training developments

expectations, roles and responsibilities of team members:

◦ adhering to policies and procedures

◦ cooperative and open communication

◦ nature and scope of work

◦ relationships with others in the workplace andinterdependent areas of activity

◦ reporting requirements

considerations in the individual development of staff:

◦ change in job responsibilities

◦ external training and professional development

◦ formal promotion◦ internal training and professional development



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SITXHRM004 Recruit, select and induct staff


UNIT TITLE Recruit, select and induct staff

APPLICATION This unit describes the performance outcomes, skills andknowledge required to coordinate the recruitment, selectionand induction of new staff members within the framework ofexisting human resource policies and procedures. It requiresthe ability to identify recruitment needs, develop selectioncriteria, process and evaluate applications, select peopleaccording to their attitude, aptitude and fit to the position andcoordinate induction programs.

The unit applies to senior personnel who operate

independently or with limited guidance from others, includingdedicated specialist staff or operational or senior managers.

It applies to all tourism, travel, hospitality and event sectors.








1. Identify recruitmentneeds.

1.1. Identify recruitment needs based on monitoring of serviceand efficiency levels in the organisation.

1.2. Consult colleagues about staffing needs and jobdescriptions.

1.3. Obtain approval for recruitment according toorganisational recruitment policies.

1.4. Use job descriptions to develop clear and conciseselection criteria.1.5. Ensure criteria incorporate customer service attitude and

experience to ensure a fit to the position.

2. Administerrecruitment.

2.1. Choose and organise selection processes taking intoaccount job skill requirements.

2.2. Create and disseminate advertisements for positions.2.3. Process applications according to organisational policy.2.4. Review applications against selection criteria and choose

applicants to progress to interview.2.5. Inform unsuccessful applicants of decisions and provide

other recruitment information in appropriate media within

reasonable timeframes.



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2.6. Establish any special needs and make necessaryarrangements for those progressing.

2.7. Document and file recruitment records and decisions

according to organisational policy.3. Select staff. 3.1. Use selection criteria as the basis for selection, ensuringmerit-based selection and adherence to equalemployment opportunity principles and law.

3.2. Participate in selection processes.3.3. Evaluate applicants for customer service attitude and

experience to ensure a fit to the position.3.4. Select people according to their attitude, aptitude and fit

to the existing organisational culture.3.5. Communicate selection recommendations to appropriate

colleagues.3.6. Make employment offers according to organisational

procedures.3.7. Advise new employees about employment details

according to organisational policy.3.8. Create and maintain accurate, clear and complete

records of the selection process.

4. Plan and organiseinduction programs.

4.1. Plan content and format of induction programs to reflectorganisational objectives and policies.

4.2. Include all appropriate information in induction programsaccording to organisational policy.

4.3. Liaise with operational colleagues to ensure inductionprograms are implemented in a manner that minimisesoperational disruption.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: evaluate job applications against selection criteria

interpret and follow:

◦ organisational policies and procedures

◦ equal employment opportunity (EEO) and otheremployment related legislation.

Writing skills to: construct complex and varied documentation forrecruitment advertisements, selection criteria and inductionprogram content.


conduct interviews and adapt interview techniques to meetthe needs of social and cultural groups.

Numeracy skills to: calculate advertising costs and salary levels.

Problem-solving skills to: identify deficiencies in applications and resolve by re-advertising or choosing different recruitment methods.

Teamwork skills to: consult team members about staffing needs and selectnew staff members that will complement existing workers.


evaluate staffing requirements and plan for recruitment ofappropriate numbers.



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SITXHRM501 Recruit, select and induct staff








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TITLE Assessment Requirements for SITXHRM004 Recruit,select and induct staff

PERFORMANCE

EVIDENCE



administer the recruitment, selection and induction processfor each of the following recruitment needs at least once:

◦ casual, contract or temporary

◦ full time or part-time permanent

◦ volunteer

develop selection criteria for each of the above recruitmentneeds

conduct fair and equitable selection interviews for each ofthe above recruitment situations

evaluate at least one applicant in each of the above

selection processes to select individuals that meet aspecific organisational need.

KNOWLEDGEEVIDENCE



◦ recruitment and selection practices

◦ formats for and inclusions of selection criteria and jobadvertisements

◦ effective advertising media

◦ features of an effective recruitment advertisement

◦ roles of recruitment agencies◦ relationships of job descriptions to selection criteria and

ways to develop clear and concise selection criteria

◦ methods of linking interview questions to selectioncriteria

◦ key elements of applicable awards

◦ nature and role of induction programs and typicalcontent


◦ roles and responsibilities of different personnel in therecruitment and induction process

◦

required make-up of interview panels◦ procedures for employment checks

◦ full content of recruitment and human resource policiesand in particular:- approval processes for advertised salaries and

recruitment of new personnel- nature and content of job advertisements and

communications with applicants- participants in interview panels- required skills profile of potential employees for

particular jobs- role of different personnel in the recruitment and

induction process- timing and nature of induction programs



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- use of different media in the recruitment process- use of government-subsidised traineeships and

apprenticeships

key elements of equal employment opportunity (EEO)employment laws and how they must be implemented inrecruitment and selection processes

records required of recruitment and selection process:

◦ administrative documents

◦ interview schedules

◦ interviewer details

◦ selection panel comments, score sheets andrecommendations

◦ records of interview

selection process:

◦ checks:- police- reference- working with children- qualifications

◦ evaluation of portfolios

◦ exchange of written information

◦ interviews:- by human resource specialists, department

managers or selection committees- face-to-face- teleconference

- telephone- videoconference

◦ presentation to a selection committee

◦ skills tests

special arrangements required in the organisation ofselection procedures:

◦ access:- parking- security clearance

◦ using:- assistive technology- electronic presentation media

- interpreters- special interview techniques for those with

disabilities- teleconference- videoconference- visual information and diagrams instead of written

material

information for inclusion in induction programs:

◦ conditions of employment

◦ contact details for various departments or colleagues

◦ current organisational focus or initiatives

◦

employee:- benefits- responsibilities



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- rights

◦ enterprise:- culture

- goals- objectives- responsibilities- vision

◦ key organisational policies and procedures

◦ industrial arrangements for the organisation

◦ orientation of:- departmental locations and equipment- staff amenities- off-site operations- whole of business premises

◦ organisational charts

◦ payroll information:- awards and applicable pay rates- superannuation- wage payments

◦ policies and procedures specific to the job role

◦ work health and safety information.


Skills must be demonstrated in a tourism, travel, hospitality orevents business operation or activity for which new staffmembers are recruited and selected. This can be:




operational information about the organisation or activitysubject to recruitment

organisational specifications that are industry current:

◦ recruitment and induction documentation

◦ job descriptions, linked selection criteria and interviewquestions

◦ key human resource policies

multiple applicants with whom the individual can interact;

these can be:◦ those in an industry workplace who are assisted by the

individual during the assessment process; or









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SITXHRM005 Manage volunteers


UNIT TITLE Manage volunteers

APPLICATION This unit covers the performance outcomes, skills andknowledge required to manage a volunteer workforce,maximising the retention of its members. It requires the abilityto determine and evaluate volunteer staffing requirements, andrecruit, select and train volunteers.

The unit applies to individuals working in any industry whoneed to manage volunteer involvement in business orcommunity activities.

It applies to senior personnel who operate independently orwith limited guidance from others, including dedicatedspecialist staff or operational supervisors and managers.

It is particularly relevant in the community, cultural, sporting,events and tourism sectors where volunteers featureprominently as part of the workforce, both as part of one-offevents and ongoing activities.


PREREQUISITE UNIT NilCOMPETENCY FIELD Human Resource Management




essential outcomes


1. Research, determineand define needs for

volunteerinvolvement.

1.1. Determine and evaluate volunteer requirements basedon analysis of relevant human resource information and

consultation with relevant stakeholders.1.2. Assess benefits, costs and risks to the organisation ofvolunteer involvement.

1.3. Establish and assess requirements and impacts ofrelevant legislation and industry codes.

1.4. Define overall volunteer roles according to specificorganisational or project requirements and plan forrecruitment of appropriate numbers and skills.

2. Undertake volunteerrecruitment.

2.1. Identify and incorporate consideration of volunteer socialand other motivations in work design programs.

2.2. Develop appropriate position descriptions based onreview of volunteer roles.

2.3. Establish and incorporate volunteer rewards intorecruitment program.



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2.4. Communicate and delegate responsibility for volunteercoordination to relevant paid personnel.

2.5. Identify key target areas from which volunteers might be

recruited.3. Maximise volunteerretention.

3.1. Develop a climate of recognition and support forvolunteers through representation in the widerenvironment.

3.2. Identify and incorporate individual requirements ofvolunteers into work role design.

3.3. Arrange suitable induction and training for volunteers toensure work roles, rights and responsibilities are clearlyunderstood.

3.4. Liaise with volunteers regularly to monitor experiencefrom both organisation and volunteer perspective.

3.5. Identify and evaluate areas of concern and initiate

follow-up action.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: research sources of a volunteer workforce.

Writing skills to: write volunteer recruitment information and positiondescriptions.

Oral communication

skills to:

provide information about volunteer responsibilities and

responsibility for volunteer coordination to paid personnel discuss volunteers’ experience with the organisation.

Numeracy skills to: estimate numbers of volunteers.

Problem-solving skills to: research and evaluate aspects of volunteer recruitmentand management

identify and resolve volunteer skill deficiencies throughtraining, coaching or reassignment of duties.


SITXHRM502 Manage volunteers







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TITLE Assessment Requirements for SITXHRM005 Managevolunteers

PERFORMANCE

EVIDENCE



determine volunteer staffing requirements for anorganisation, project or activity

recruit and select volunteers for the above organisationalrequirements, project or activity, noting details of thefollowing:

◦ preparation of position description

◦ targeted sources for recruitment

◦ volunteer rewards

prepare and implement induction and training for the abovevolunteers

maximise retention of those volunteers recruited above by:◦ monitoring their volunteer experience

◦ evaluating their involvement in organisation, project oractivity, and following up as required.

KNOWLEDGEEVIDENCE


contribution made by volunteers in the relevant industry orcommunity sector

motivational patterns of volunteers

benefits, costs and risks to an organisation of using

volunteers:◦ community development

◦ community engagement

◦ financial implications

◦ impact on the paid workforce

◦ risks of using untrained or partially trained staff

human resource management practices and principles forvolunteers:

◦ defining broad work roles and position descriptions

◦ recruitment methods

◦ training requirements

information inclusions in volunteer position descriptions:◦ accountability

◦ commitment

◦ reimbursement of costs

◦ required knowledge

◦ responsibilities

◦ rewards

◦ skills and attributes

contribution of volunteer work to broader organisational orproject goals and strategies

insurance issues that impact on using a volunteer

workforce key elements of legislation that impact on managing

volunteers:



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SITXHRM006 Monitor staff performance


UNIT TITLE Monitor staff performance

APPLICATION This unit describes the performance outcomes, skills andknowledge required to monitor staff performance within theframework of established performance management systems.It requires the ability to monitor the day-to-day effectiveness ofstaff and conduct structured performance appraisals andformal counselling sessions.

The unit applies to senior personnel who operateindependently or with limited guidance from others, includingdedicated specialist staff or operational supervisors and

managers.








essential outcomes


1. Monitor staffperformance andprovide feedback.

1.1. Consult with and inform colleagues about expectedstandards of performance using appropriatecommunication mechanisms.

1.2. Monitor ongoing performance through regularperformance appraisals and by maintaining close contactwith the workplace and colleagues.

1.3. Regularly provide colleagues with guidance and support

to enhance their work performance.1.4. Provide recognition and rewards for achievements andoutstanding performance.

1.5. Identify need for further coaching or training and organiseaccording to organisational policies.

2. Recognise andresolve performanceproblems.

2.1. Identify and investigate performance problems.2.2. Use feedback and coaching to address performance

problems.2.3. Discuss and agree on possible solutions with the

colleague.2.4. Follow up outcomes of informal counselling through

review in the workplace.

2.5. Organise and conduct a formal counselling session whenneeded according to required procedures.



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3. Implementperformancemanagement

systems.

3.1. Implement formal performance management systems.3.2. Conduct individual performance evaluations openly and

fairly.

3.3. Complete and file performance management records.3.4. Agree on courses of action with colleagues and follow upin workplace.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: review staff records and performance managementdocuments.

Writing skills to: record potentially complex and sensitive information about

staff performance.Oral communicationskills to:

provide effective feedback, coaching and counselling toteam members.

Problem-solving skills to: evaluate factors contributing to poor staff performance.

Teamwork skills to: monitor the performance of individuals and their effect onthe team, and take corrective action to enhance whole ofteam performance.


SITXHRM503 Monitor staff performance

LINKS Companion Volume Implementation Guidehttp://www.serviceskills.com.au/resources






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TITLE Assessment Requirements for SITXHRM006 Monitor staffperformance

PERFORMANCE

EVIDENCE



monitor the effectiveness of staff in relation to at least sixof the following standards of performance:

◦ adherence to procedures

◦ cost minimisation


◦ level of accuracy in work

◦ personal presentation

◦ productivity

◦ punctuality

◦ response times

◦ team interaction

◦ waste minimisation

provide supportive feedback and guidance for improvingstandards of performance to above staff

conduct structured performance appraisals and formalcounselling and training sessions for staff members, in linewith established organisational procedures

recognise outstanding performance according toorganisational policies.

KNOWLEDGEEVIDENCE


outlined in elements and performance criteria of this unit: role and importance of monitoring staff performance and

providing feedback and coaching

key elements of performance standards and performancemanagement systems:

◦ methods of collecting performance data

◦ methods of interpreting performance data

◦ processes for performance appraisal interviews

◦ type of assessment:- self- peer

- team◦ productivity indicators

forms of guidance and support to enhance staffperformance:

◦ advice on training and development opportunities

◦ confirmation of organisational objectives and keyperformance requirements

◦ ensuring adequate resources are applied

◦ opportunity to discuss work challenges

◦ providing confirmation and corrective feedback

◦ representing staff interests in other forums

◦ support with difficult interpersonal situations

potential solutions to staff performance issues:

◦ additional training



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◦ adjusting workload

◦ agreeing on short-term goals for improvement

◦ assisting with problems outside of the workplace

◦ reorganising work practices

performance appraisal practices:

◦ reasons for performance appraisal

◦ format for, and inclusions of, performance appraisaldocuments

◦ methods of appraising performance


◦ procedures for performance appraisal interviews

◦ procedures for formal performance management andcounselling sessions:- formal notification to staff member and

management- invited participation of appropriate people- organisation of appropriate location for counselling

session

◦ grievance procedures.


Skills must be demonstrated in an operation for which staffperformance is monitored. This can be:




organisational specifications:◦ commercial procedures for conducting performance

appraisals and formal counselling sessions

◦ current performance appraisal and counsellingdocuments

team members with whom the individual can interact;these can be:

◦ team members in an industry workplace who areassisted by the individual during the assessmentprocess; or










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INV Inventory

SITXINV001 Receive and store stock

UNIT CODE SITXINV001

UNIT TITLE Receive and store stock

APPLICATION This unit describes the performance outcomes, skills andknowledge required to check and take delivery of stock andappropriately store, rotate and maintain the quality of stockitems.

It does not include specialist stock control processes forperishable foodstuffs which are covered by SITXINV002Maintain the quality of perishable items.

The unit is relevant to organisations where stock control is anintegral and essential part of business operations, and wherethere are control issues to be considered. The unit is notappropriate for situations where stock management is verysimple, such as controlling stationery supplies in a small office.

It applies to operational personnel who work with very little

independence and under close supervision. They apply littlediscretion and judgement and follow predefined organisationalprocedures to report any stock-related discrepancies to ahigher level staff member for action.

The unit applies to all tourism, travel, hospitality and eventsectors and to any type of stock.



COMPETENCY FIELDInventory




essential outcomes


1. Take delivery ofstock.

1.1. Check incoming stock against orders and deliverydocumentation.

1.2. Identify, record and report discrepancies.1.3. Inspect items for damage, quality and use-by dates and

record findings according to organisational procedures.



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1.4. Record details of incoming stock according toorganisational procedures.

2. Store stock. 2.1. Promptly transport stock to, and store in, appropriate

storage area.2.2. Use safe manual handling techniques to avoid injurywhen moving and storing stock.

2.3. Label stock according to organisational procedures.2.4. Report on excess stock according to organisational

procedures.

3. Rotate and maintainstock.

3.1. Rotate stock for maximum use and minimum wastage.3.2. Regularly check the quality of stock and report findings.3.3. Safely dispose of all excess or spoilt stock and waste,

especially hazardous substances, to minimise negativeenvironmental impacts.

3.4. Maintain cleanliness of stock handling and storage areas,

and identify and report problems.3.5. Use stock control systems and equipment according to

organisational speed and accuracy requirements.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret order and delivery documentation, use-by dates,stock labels, and organisational procedures.

Writing skills to: record details of incoming stock and prepare simple reports

about stock discrepancies and quality.Oral communicationskills to:

make accurate verbal reports of stock discrepancies andquality.

Numeracy skills to: count incoming, stored, and rotated stock items.


conduct stock activities in a logical and time-efficient workflow.

Technology skills to: use a computer, keyboard and stock control software

use electronic stock control equipment.


SITXINV201 Receive and store stock








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TITLE Assessment Requirements for SITXINV001 Receive andstore stock

PERFORMANCE

EVIDENCE



receive, store and maintain six different stock deliveries

correctly interpret stock orders and delivery documentationfor items received in the above deliveries

complete stock documentation relating to each of theabove stock deliveries

integrate into the above work activities:

◦ security procedures

◦ manual handling techniques

◦ commercial time constraints.

KNOWLEDGEEVIDENCE


principles of stock control:

◦ rotation and replenishment

◦ product life cycle and maximising the use of all stock

◦ checking for slow moving items

◦ segregation of non-food items from food items thathave potential to cross-contaminate

stock control systems:

◦ bin card system

◦ imprest system

◦ integrated point-of-sale system

◦ ledger system

stock control procedures and template documents andreports for:

◦ ordering

◦ levels

◦ loss

◦ performance

◦ monitoring of quality

◦ receipt

◦ reorder cycles

◦ rotation◦ security

◦ stocktakes

◦ valuation

◦ wastage

storage requirements for different kinds of stock

use of stock control equipment and software whereappropriate

specific industry sector, types of:

◦ computerised stock control systems; their functionsand features

◦

electronic equipment used for stock control; theirfunctions and features



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◦ stock recording documentation

◦ stock security systems

◦ storage and their suitability for different kinds of stock

specific organisation:◦ relevant stock

◦ product life and storage requirements for specificgoods

◦ procedures for security, recording incoming stock,reporting on discrepancies, deficiencies, and excessstock

◦ order and delivery documentation

safe manual handling techniques for the receipt,transportation and storage of stock

safe and correct use of equipment

correct and environmentally sound disposal methods forall types of waste and in particular for hazardoussubstances.


Skills must be demonstrated in an operational businesswhere stock is received and stored. This can be:




computers, printers and stock control software systems

electronic equipment used for stock control

diverse and comprehensive range of tourism, hospitalityor event industry stock items

organisation specifications:

◦ current commercial stock recording procedures anddocumentation for the receipt and storage of stock.








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SITXINV002 Maintain the quality of perishable items


UNIT TITLE Maintain the quality of perishable items

APPLICATION This unit describes the performance outcomes, skills andknowledge required to maintain the quality of perishablesupplies for food and beverage, commercial cookery orcatering operations. It requires the ability to store perishablesupplies in optimum conditions to minimise wastage and avoidfood contamination.

It does not include general stock control processes which arecovered by SITXINV001 Receive and store stock.

The unit is particularly important within a food safety regimeand applies to hospitality and catering organisations, includinghotels, restaurants, clubs, educational institutions, healthestablishments, defence forces, cafeterias, residentialcaterers, in flight and other transport caterers, event andfunction caterers.

Personnel at many levels use this skill in the workplace duringthe course of their daily activities, including cooks, chefs,caterers, and kitchen attendants.


PREREQUISITE UNIT SITXFSA001 Use hygienic practices for food safety

COMPETENCY FIELD Inventory





1. Store supplies inappropriateconditions.

1.1. Conduct temperature checks on delivered goodsensuring they are within specified tolerances.1.2. Record temperature results according to organisational

procedures.1.3. Identify deficiencies with delivered food items, and reject

supply within scope of own responsibility, or reportfindings.

1.4. Choose and prepare correct environmental conditions forthe storage of perishable supplies.

1.5. Date code perishable supplies to maximise their use.1.6. Promptly store supplies in appropriate storage area to

minimise wastage and avoid food contamination.



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2. Maintain perishablesupplies at optimumquality.

2.1. Regularly check and adjust environmental conditions ofall storage areas and equipment to maintain perishablesupplies at optimum quality.

2.2. Conduct temperature checks according to food safetyprocedures, and protect supplies from spoilage.2.3. Protect supplies from damage of cross-contamination

and pests.2.4. Rotate perishable supplies for maximum use according to

expiration dates.

3. Check perishablesupplies and disposeof spoilt stock.

3.1. Regularly check perishable supplies for quality.3.2. Inspect items for animal and pest damage and report

incidents of infestation.3.3. Identify deficiencies, and report findings or dispose of any

non-usable supplies within scope of own responsibility.3.4. Safely dispose of spoilt stock and waste to minimise

negative environmental impacts.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Writing skills to: write stock rotation labels and simple documents thatrecord temperature results.


make simple verbal reports on the disposal of perishedsupplies.

Numeracy skills to: read a thermometer correctly to measure temperatures

estimate times for regular temperature checks.

Technology skills to: use thermometers and adjust temperature and humiditycontrols on storage equipment.


SITXINV202 Maintain the quality of perishable items







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TITLE Assessment Requirements for SITXINV002 Maintain thequality of perishable items

PERFORMANCEEVIDENCE


conduct temperature and quality checks on each of thefollowing delivered goods to establish whether they arewithin allowable tolerances:

◦ cold or chilled foods

◦ frozen foods

◦ raw foods

◦ reheated foods or ingredients

maintain quality of at least six of the following range of

perishable supplies for food and beverage, commercialcookery or catering operations:

◦ beverages

◦ dairy products

◦ frozen goods

◦ fruit

◦ meat

◦ poultry

◦ seafood

◦ vegetables

identify spoilt stock and dispose of according toorganisational procedures.

KNOWLEDGEEVIDENCE


contents of stock date codes and rotation labels

meaning of:

◦ wastage to a commercial catering organisation andreasons to avoid it

◦ contaminant, contamination and potentially hazardousfoods as defined by the Australia New Zealand FoodStandards Code

reasons for protecting food from contamination

different types of contamination:◦ microbiological

◦ chemical

◦ physical

methods of rejecting contaminated food

potential deficiencies of delivered perishable food items:

◦ contaminated food

◦ food that is intended to be:- frozen but has thawed- chilled but has reached a dangerous temperature

zone

◦

packaged food that is exposed through damagedpackaging



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correct environmental storage conditions for each of themain food types specified in the Performance Evidence:

◦ correct application of humidity and temperature

controls◦ correct ventilation

◦ protecting perishables from exposure to:- heating or air conditioning- accidental damage through people traffic- environmental heat and light

◦ sanitary cleanliness

◦ storing perishables:- in dry stores- in cool rooms- in freezers- in refrigerators

- sanitised and hygienic conditions- at room temperature

food safety procedures and standards for storage ofperishable supplies:

◦ appropriate containers

◦ labelling and coding

◦ first in first out methods

◦ storage environments

◦ temperature, humidity, light and ventilationspecifications for storage

◦ cleaning and sanitising processes for food storage

areas◦ quarantining the storage of items that are likely to be

the source of contamination of food:- chemicals- clothing- personal belongings

indicators of spoilage and contamination of perishablesupplies:

◦ degradation of flavour, aroma, colour and texture

◦ enzymic browning

◦ drying and hardening

◦ crystalisation

◦ infestation of animal and pest waste◦ mould

◦ exposed packaged food through damaged packaging

◦ odour

indictors of quality of perishable items:

◦ currency of best by or use by dates

◦ freshness

◦ size

◦ weight

correct and environmentally sound disposal methods forkitchen waste and hazardous substances.



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Skills must be demonstrated in an operational environmentthat makes use of perishable food and beverage supplies. Thiscan be:

an industry workplace a simulated industry environment, such as a training

kitchen or food and beverage outlet serving customers.


commercial refrigeration facilities:

◦ freezer

◦ fridge



containers for hot and cold storage

designated:

◦ delivery area

◦ storage areas for dry goods and perishables

recording systems

proformas used by the workplace

diverse and comprehensive range of perishable foodsupplies for commercial cookery or catering operations forthe groups selected from the list in the PerformanceEvidence

organisation specifications:

◦ current commercial stock control procedures anddocumentation for the ordering, monitoring and

maintenance of stock◦ temperature recording charts

thermometers.








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SITXINV003 Purchase goods


UNIT TITLE Purchase goods

APPLICATION This unit describes the performance outcomes, skills andknowledge required to determine the purchasing requirementsfor goods, source suppliers, discuss requirements, and assessthe quality of goods before purchase.

It does not cover the specialist skills to systematicallypurchase and control the supply of goods for an organisation.These skills are covered by:

SITXINV004 Control stock

SITXINV005 Establish stock purchasing and controlsystems.

The unit applies to all tourism, travel, hospitality and eventindustry sectors where the purchase of any type of good takesplace, including food and beverage supplies. Purchasinggoods may involve placing an order for future delivery orpurchasing goods face-to-face and taking immediate delivery.

The unit applies to operational personnel who operate withsome level of independence and under limited supervision.This includes tour coordinators, account managers for

professional conference organisers, event coordinators andbanquet coordinators. In a kitchen environment it can apply tochefs of all levels, including commis chefs, but in largerorganisations purchasing often remains the responsibility ofsous chefs and executive chefs.







essential outcomes


1. Determinepurchasingrequirements.

1.1. Access and interpret information and discuss end productrequirements with relevant personnel to determine goodsto be purchased.

1.2. Check and assess quality and suitability of stock on handbefore proceeding with new purchases.

1.3. Maximise use of suitable stock on hand to avoid

wastage.



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1.4. Use forecasting methods to calculate required quantity ofgoods.

1.5. Determine price limitations for the purchase of goods

using job costings.1.6. Develop purchase lists and prioritise purchasingrequirements according to organisational deadlines.

2. Source suppliersand discussrequirements.

2.1. Source and review potential suppliers and comply withorganisational procedures for the supply of goods.

2.2. Inform supplier of requirements and specifications.2.3. Confirm availability of supply to meet production

requirements.2.4. Seek price for the supply and negotiate costs within

scope of individual responsibility and organisationalpolicy.

2.5. Refer complex supply issues to a higher level staff

member for action.3. Assess quality of

goods and makepurchase.

3.1. Assess supplier capacity to meet price, quality anddelivery expectations.

3.2. Complete assessment of quality of goods.3.3. Select supplier and purchase goods based on price,

availability and quality, and within scope of individualresponsibility and organisational policy.

3.4. Keep accurate purchase records.

FOUNDATION SKILLS



Reading skills to: comprehend and follow operational documents thatdescribe purchasing requirements for recipes, menus,itineraries, event running sheets, and organisationalprocedures.

Writing skills to: write purchase orders and descriptive purchasespecifications for suppliers.


discuss product and purchase requirements withsupervisors and managers.

Numeracy skills to: interpret job costings and calculate supplier costs.


purchase from the most cost-effective supplier.

Teamwork skills to: discuss production requirements with supervisors andmanagers to determine purchase requirements.


prioritise purchasing requirements according toorganisational deadlines.

Technology skills to: use a calculator to assist with supply numbers and costs.


SITXINV301 Purchase goods







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TITLE Assessment Requirements for SITXINV003 Purchasegoods

PERFORMANCE

EVIDENCE



determine and confirm purchasing requirements for at leastsix of the goods listed in the knowledge evidence

make purchase arrangements for the goods to meetdifferent:

◦ end product requirements

◦ customer specifications:- numbers- special requests

assess supplier capacity to meet price, quality and deliveryexpectations for each of the above goods

complete above purchasing activities followingorganisational requirements for stock ordering, includingprocedures and documentation.

KNOWLEDGEEVIDENCE



◦ features of products sold and the expected level ofquality

◦ formats for and contents of workplace documents thatdescribe supply requirements

◦ forecasting methods for calculating required quantity ofgoods

◦ formats for and inclusions of job costings that describepurchase price limitations

◦ sources of product and supplier information

◦ sources of information on negotiated cost of supply,contractual arrangements and preferred supplierarrangements

◦ formats for and inclusions of supplier specifications forthe purchase of goods

◦ full content of stock ordering procedures and

documents◦ individual stock ordering responsibilities

sources of information to determine purchaserequirements:

◦ buffet designs

◦ catering orders

◦ customer specifications:- numbers- special requests

◦ event orders

◦ event running sheets

◦ function orders

◦ menus◦ operational itineraries for crew



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◦ passenger itineraries

◦ passenger lists

◦ recipes

◦ reservation profiles◦ rooming lists

◦ standard yields

goods that need to be purchased by a business:

◦ alcoholic or non-alcoholic beverages

◦ cleaning agents and chemicals

◦ customer travel products:- luggage labels- travel bags- travel wallets- tickets- vouchers

◦ event supplies

◦ food:- dairy products- dry goods- fresh goods- frozen goods- fruit or vegetables- meat, poultry or seafood

◦ fuel:- aircraft- coaches

- hire cars- vessels

◦ general stores

◦ housekeeping supplies

◦ linen

◦ merchandise

◦ uniforms

considerations in determining quality and suitability ofstock on hand:

◦ ability to meet customer requirements:- numbers- special dietary requirements

- special requests◦ ability to meet requirements of:

- event- menu- recipe- touring itinerary

◦ for food:- currency of best by or use by dates- freshness- size- weight

- numbers of goods on hand organisational procedures for the supply of goods:



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◦ completing purchase orders

◦ gaining authority to purchase

◦ limitations on which suppliers can be used

◦ who is authorised to negotiate and purchase

assessment of supplier capacity to meet price, quality anddelivery expectations:

◦ comparing price with previous supply costs

◦ visual assessment

◦ taste test for food

◦ visual assessment

◦ taste test for food

◦ checking on others’ satisfaction with the supplier

determinants of the quality of goods:

◦ ability to meet:- customer specifications- organisational quality specifications- portion requirements

◦ currency of best by or use by dates

◦ freshness

◦ size

◦ weight.


Skills must be demonstrated in a tourism, travel, hospitality orevents business or activity for which goods are purchased.This can be:




diverse and comprehensive range of tourism, hospitality orevent industry supply items that can be assessed forquality and suitability

operational workplace specifications:

◦ details of supplier contracts

◦ job costings

current commercial stock control procedures anddocumentation for the ordering of goods.








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UNIT TITLE Control stock

APPLICATION This unit describes the performance outcomes, skills andknowledge required to process stock orders, maintain stocklevels, minimise stock losses, manage stocktakes andmaintain all documents that relate to the administration of anytype of stock.

The unit applies to all tourism, travel, hospitality and eventsectors. The unit is relevant to organisations where stockcontrol is an integral and essential part of business operations,and where there are complex ordering and control issues to be

considered. The unit is not appropriate for situations wherestock management is very simple, such as controllingstationery supplies in a small office.

The unit applies to stock control personnel who operateindependently, have responsibility for others and make a rangeof decisions on the overall administration of stock.








essential outcomes


1. Maintain stock levels

and records.

1.1. Use stock control systems and equipment to administer

all stock control and ordering processes.1.2. Monitor and maintain stock levels to meet organisationalrequirements.

1.3. Monitor stock security and adjust procedures as required.1.4. Inform colleagues of their individual stock ordering

responsibilities.1.5. Maintain records of stock levels and create reports

according to organisational procedures.1.6. Monitor stock performance, and identify and report fast or

slow-selling items.1.7. Monitor and adjust stock reorder cycles.

2. Process stock

orders.

2.1. Process orders for stock according to organisational

procedures.2.2. Maintain stock levels and record current accurate details.



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2.3. Check and record incoming stock against purchase andsupply agreements.

3. Minimise stock

losses.

3.1. Regularly check storage of stock and ensure its

protection.3.2. Identify, record and report stock losses.3.3. Identify avoidable losses and establish reasons for them.3.4. Recommend solutions and implement procedures to

prevent future losses.

4. Follow up orders. 4.1. Monitor delivery of stock to ensure agreed deadlines aremet.

4.2. Liaise with suppliers to ensure continuity of supply.4.3. Resolve routine supply problems or refer to appropriate

person for action.4.4. Distribute stock within the organisation according to

required allocations.

5. Organise andadministerstocktakes.

5.1. Organise stocktakes at appropriate intervals.5.2. Allocate stocktaking responsibilities to staff and supervise

the operation of the stocktake.5.3. Produce accurate stocktake reports within designated

timelines.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret supplier purchasing agreements, purchase orders,

records of incoming stock and organisational procedures.Writing skills to: prepare detailed reports on stock levels, performance,

losses and stocktakes.


discuss reasons for stock losses with staff.

Numeracy skills to: calculate:

◦ supplier costs and complex order costs

◦ complex details of stock on hand and stock losses andproduce complex numerically-based reports

reconcile incoming stock and invoices against purchaseorders.

Teamwork skills to: direct staff on ordering responsibilities and supervise staffparticipation in stocktakes.


efficiently order and maintain stock so that stock levelsmeet organisational requirements.

Technology skills to: use a computer, keyboard and stock control software

use electronic stock control equipment.









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TITLE Assessment Requirements for SITXINV004 Control stock

PERFORMANCEEVIDENCE

Evidence of the ability to complete tasks outlined in elementsand performance criteria of this unit in the context of the job

role, and: order, control and administer continuous and efficient

supply relating to at least six different types of stock items

use stock control procedures to monitor and maintain stocklevels for the above items over a stock life cycle period thatincludes a stocktake

produce and distribute stock control reports

complete above stock order and reporting activities withincommercial time constraints.

KNOWLEDGE

EVIDENCE


outlined in elements and performance criteria of this unit:

principles of stock control:

◦ rotation and replenishment

◦ product life cycle and maximising the use of all stock

◦ checking for slow moving items

◦ segregation of non-food items from food items thathave potential to cross-contaminate


◦ bin card system

◦ imprest system


◦

ledger system stock control procedures, template documents and reports

for:

◦ ordering

◦ levels

◦ loss

◦ performance


◦ receipt

◦ reorder cycles

◦ rotation

◦ security

◦ stocktakes

◦ valuation

◦ wastage

storage requirements for different kinds of stock



◦ types of computer stock control systems used, theirfunctions and features

◦ electronic equipment used for stock control; theirfunctions and features




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◦ types of storage and their suitability for different kindsof stock

◦ methods to monitor and maintain stock levels

specific organisation:◦ relevant stock and product life and storage

requirements for specific goods

◦ departmental or individual stock orderingresponsibilities

◦ full content of stock control and security procedures

◦ sources of information on negotiated cost of supply,contractual arrangements and preferred supplierarrangements

◦ full content of stock ordering procedures anddocuments

◦ stock reorder cycles

◦ stock level reports

◦ stock performance reports

◦ stock loss reports

◦ full content of stocktake procedures, documents andreports

◦ reasons for stock loss and damage and methods tocontrol these

considerations in the protection of stock:

◦ avoiding cross contamination

◦ correctly applying humidity and temperature controls

◦ correct ventilation

◦ securing stock◦ storing stock in correct location and conditions to avoid

damage

◦ treating pest and vermin infestations.


Skills must be demonstrated in an operational tourism, travel,hospitality or events environment where stock levels aremonitored and maintained. This can be:



Assessment must ensure access to: computers, printers and stock control software systems


diverse and comprehensive range of tourism, travel,hospitality or event industry stock items that are monitoredand maintained

current commercial stock control procedures anddocumentation for the ordering, monitoring andmaintenance of stock.








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SITXINV005 Establish stock purchasing and control systems


UNIT TITLE Establish stock purchasing and control systems

APPLICATION This unit describes the performance outcomes, skills andknowledge required to establish and implement stock controland cost-effective stock purchasing and supply systems for abusiness.

The unit applies to all tourism, travel, hospitality and eventindustry sectors. The unit is relevant to organisations wherestock management is an integral and essential part ofbusiness operations, and where there are complex purchasingand control issues to be considered. The unit is not

appropriate for situations where stock management is verysimple, such as controlling stationery supplies in a small office.

It applies to senior managers who operate with significantautonomy and who are responsible for making a range ofstrategic management decisions.







essential outcomes


1. Determine stockrequirements.

1.1. Use business data, forecasting methods and standardmeasures to calculate required stock levels.

1.2. Determine stock requirements for standard businessperiods, peak seasons and special events.

1.3. Establish cost-effective purchase quantities based onbusiness information and supplier advice.

2. Establish optimumsupplyarrangements.

2.1. Evaluate quality of supply, based on feedback fromcolleagues and customers.

2.2. Source and review potential suppliers.2.3. Develop appropriate and accurate purchase

specifications.2.4. Assess suppliers against specifications, considering all

relevant factors.2.5. Assess terms of purchase, and negotiate with suppliers

to achieve optimum supply arrangements.2.6. Adjust sources of supply and make accurate records of

agreements.



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3. Develop andimplement stockcontrol systems.

3.1. Develop stock control systems and communicate torelevant staff.

3.2. Develop special control systems for stock with high

wastage or loss.3.3. Monitor workplace systems and make adjustmentsaccording to feedback and operational experience.

3.4. Initiate training of staff to minimise stock wastage.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret complex supplier cost sheets, specific terms ofpurchase, and supplier contracts

sort and analyse information to make decisions on supplyarrangements.

Writing skills to: prepare complex and accurate purchase specifications andstock control system documents.


negotiate complex supply arrangements and liaise withstock suppliers.

Numeracy skills to: work with budgets

interpret complex stock performance, wastage andstocktake reports

interpret supply costs and calculate cost-effectivequantities for purchase.

Problem-solving skills to: monitor the quality and cost of supply, identify deficienciesand adjust purchasing arrangements.


negotiate cost-effective supply and maximise profitability.


plan, establish and monitor stock control systems.

Technology skills to: use a computer, keyboard and stock control software.


SITXINV601 Establish stock purchasing and control systems







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TITLE Assessment Requirements for SITXINV005 Establishstock purchasing and control systems

PERFORMANCE

EVIDENCE



establish and implement cost-effective stock purchasingand control systems for at least six of the stock items listedin the knowledge evidence

monitor stock control systems involving the above stockitems, stock quality and cost-effectiveness of supply overone stock cycle

produce stock control reports and data required tocalculate cost-effective purchasing of the above items.

KNOWLEDGEEVIDENCE



◦ forecasting methods for calculating required stocklevels

◦ formulas for yield testing and use of standardmeasures

◦ methods to calculate cost-effective order quantities fordifferent stock items

◦ types of computer stock control systems used, theirfunctions and features


◦ types of storage and their suitability for different kindsof stock

◦ supply sources for different types of product

◦ appropriate terminology and formats for, and inclusionsof, purchase specifications


◦ relevant stock and product life and storagerequirements for specific goods

◦ standard business periods, peak seasons and specialevents

sources of business data relevant to stock purchasing and

control:◦ historical sales figures

◦ stocktake figures

◦ supplier lead time

◦ wastage reports

factors which influence purchase specifications:

◦ budget

◦ colour

◦ deadlines for supply

◦ delivery or pick up requirements

◦ detailed description

◦ expected supply cost

◦ fresh or frozen food

◦ general description



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◦ grade

◦ numbers to be purchased

◦ product name

◦ quality◦ required labelling

◦ size

◦ special instructions or requirements

◦ storage procedures

◦ upper purchase price barrier

◦ use for product

◦ weight

reasons for stock loss and damage and methods to controlthese


◦ bin card system

◦ imprest system


◦ ledger system

stock control procedures and template documents andreports for:

◦ ordering

◦ levels

◦ loss

◦ performance


◦ receipt

◦ reorder cycles◦ rotation

◦ security

◦ stocktakes

◦ valuation

◦ wastage

storage requirements for different kinds of stock:


special control systems:

◦ controlling ordering quantities

◦ maintaining correct environmental conditions for thestorage of perishable foodstuffs:- temperature- light- humidity

procedures for:

◦ correct handling of perishables to avoid spoilage ofstock

◦ issue quantities

◦ issuing only to authorised persons

◦ stock transfer to other departments

◦ requisitioning

◦ segregated storage of non-food items from food itemsthat have potential to cross-contaminate



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formats for, inclusions, and uses of:

◦ stock control procedures

◦ specific stock control procedures for stock with high

wastage or loss◦ various stock control reports

goods or stock items that need to be purchased by abusiness:

◦ alcoholic or non-alcoholic beverages

◦ cleaning agents and chemicals

◦ customer travel products:- luggage labels- travel bags- travel wallets- tickets- vouchers

◦ event supplies◦ food:

- dairy products- canned products- dry goods- fresh goods- frozen goods- fruit or vegetables- meat, poultry or seafood- oils- vacuumed sealed items

◦

fuel:- aircraft- coaches- hire cars- vessels

◦ general stores

◦ housekeeping supplies

◦ linen

◦ merchandise

◦ uniforms.


Skills must be demonstrated in an operational tourism, travel,hospitality or events business for which stock is purchasedand stock control systems are developed. This can be:





current commercial purchase specifications, stock controlprocedures and reports, supplier cost and contractualdocumentation used for the purchase of stock

suppliers with whom the individual can interact and

negotiate.



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LAN Languages Other Than

English

SITXLAN001 Conduct basic oral communication in a language other thanEnglish

UNIT CODE SITXLAN001

UNIT TITLE Conduct basic oral communication in a language other thanEnglish

APPLICATION This unit describes the performance outcomes, skills andknowledge required to use and understand very simple andcommonly used expressions of a predictable nature in alanguage other than English. It covers activities, such aswelcoming and farewelling customers, providing face-to-faceroutine customer service and other routine workplaceactivities.

There is no direct parity with any formal language proficiencyratings or assessment frameworks, but this unit broadly relatesto International Second Language Proficiency Ratings (ISLPR)

1.

The unit applies to all industry contexts and to individualsworking at different levels of responsibility. This could includefrontline, supervisory or management personnel.

This unit can be used for the assessment of basic oralproficiency in any language other than English. This unit doesnot prepare individuals for the role of a translator or interpreter.



COMPETENCY FIELD Languages other than English




essential outcomes


1. Initiatecommunication.

1.1. Identify language needed to conduct basiccommunication.

1.2. Recognise and observe social and cultural conventionsof language speaker.



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2. Communicate in alanguage other thanEnglish to support

routine workplaceactivities.

2.1. Use appropriate simple and commonly used courtesyexpressions, for greeting, farewelling, apologising andthanking.

2.2. Where language barriers exist, make efforts tocommunicate through use of gestures or basicvocabulary in the other person’s language.

2.3. Use routinely required key words, short phrases andgestures.

2.4. Identify and use appropriate resources and seekassistance from those with suitable language skills.

2.5. Use visual techniques to enhance or replace oralcommunication.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: locate information to support communication process.


in a language other than English:

◦ support courteous and positive interactions

◦ use and understand key words, phrases, shortexpressions and numbers.


SITXLAN21 Conduct basic oral communication in a languageother than English







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TITLE Assessment Requirements for SITXLAN001 Conductbasic oral communication in a language other thanEnglish

PERFORMANCEEVIDENCE


conduct the following basic workplace communication in alanguage other than English in at least six different oralcommunication exchanges:

◦ listen to requests and comments

◦ provide general assistance

◦ provide very simple directions

use gestures in above oral communication exchanges in asocially and culturally appropriate manner.

KNOWLEDGEEVIDENCE


cultural values and social norms relevant to the languagebeing assessed, and associated:

◦ body language

◦ forms of address

◦ taboo topics

potential cross-cultural communication issues sufficient toavoid giving offence

resources to assist with communication in a languageother than English:

◦ dictionaries◦ international signage:

- ‘No Smoking’ signs - male and female restrooms

◦ language mats

◦ menus written in the specific language

◦ pamphlets written in the specific language

◦ phrase books

◦ signs written in the specific language

◦ websites with translating facilities.


Skills must be demonstrated in an operational environment orworkplace activity for which communication in languages otherthan English is required. This can be:




other people with whom the individual can interact in therelevant language; these can be:


◦

individuals who participate in role plays or simulatedactivities, set up for the purpose of assessment, in a



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simulated industry environment operated within atraining organisation

resources that support communication in languages other

than English:◦ dictionaries and phrase books

◦ language mats

◦ signs

◦ industry materials, written in languages other thanEnglish.








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SITXLAN002 Conduct routine oral communication in a language other thanEnglish

UNIT CODE SITXLAN002UNIT TITLE Conduct routine oral communication in a language other than

English

APPLICATION This unit describes the performance outcomes, skills andknowledge required to understand and use a language forroutine communication. It covers speaking and listening skillsrequired to conduct routine tasks and provide simple factualinformation and instructions.

There is no direct parity with any formal language proficiencyratings or assessment framework, but this unit broadly relates

to International Second Language Proficiency Ratings (ISLPR)1+ to 2.


This unit can be used for the assessment of routine oralproficiency in any language other than English. This unit doesnot prepare individuals for the role of a translator or interpreter.

No occupational licensing, certification or specific legislative

requirements apply to this unit at the time of publication.PREREQUISITE UNIT Nil





essential outcomes


1. Conduct routine

transactions in alanguage other thanEnglish.

1.1. Identify language needed to conduct routine

communications and make introductions.1.2. Use appropriate courtesy expressions.1.3. Use key words, phrases, gestures and sentences.1.4. Provide simple advice on workplace events and topical

and familiar matters.1.5. Provide simple explanations of problems and their

causes, and offer apologies as required.1.6. Use simple terms to seek clarification from others when

required.1.7. Support communication with reference to workplace

materials and visual information.1.8. Identify need for and seek assistance from others with

appropriate language skills.



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TITLE Assessment Requirements for SITXLAN002 Conductroutine oral communication in a language other than

EnglishPERFORMANCEEVIDENCE


conduct routine workplace communication in a languageother than English in at least six different oralcommunication exchanges which together demonstrate:

◦ understanding requests and comments

◦ clarifying information by asking simple factualquestions

◦ responding to requests for factual information andsimple advice

◦ providing routine information and maintainingcommunication in relation to routine transactions

◦ providing directions and instructions

◦ following social and cultural conventions for thelanguage being used.

KNOWLEDGEEVIDENCE


cultural values and social norms relevant to the languagebeing assessed:

◦ body language


◦ taboo topics

cross-cultural communication issues in routinecommunication sufficient to conduct routine workplacetransactions

workplace materials and visual information resources:

◦ hotel information signs and tags printed in the targetlanguage to assist where necessary

◦ international signage:- ‘No Smoking’ signs - male and female restrooms

◦ menus written in the specific language◦ pamphlets written in the specific language

◦ pamphlets, timetables, charts, price tags and menus

◦ signs written in the specific language

◦ signs, maps, diagrams, forms, labels and tickets.







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other people with whom the individual can interact in the

relevant language; these can be:◦ customers in an industry workplace who are assisted

by the individual during the assessment process; or

◦ individuals who participate in role plays or simulatedactivities, set up for the purpose of assessment, in asimulated industry environment operated within atraining organisation

resources that support communication in languages otherthan English:

◦ dictionaries and phrase books

◦ signs and maps

◦ language mats









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SITXLAN003 Conduct oral communication in a language other than English


UNIT TITLE Conduct oral communication in a language other than English

APPLICATION This unit describes the performance outcomes, skills andknowledge required to conduct both predictable and non-routine, varied communications, transactions and interactionsin a language other than English.

There is no direct parity with any formal language proficiencyratings or assessment framework, but this unit broadly relatesto International Second Language Proficiency Ratings (ISLPR)3.

The unit applies to all industry contexts and individuals workingin at many different levels of responsibility. This could includefrontline, supervisory or management personnel.

This unit may be customised for training delivery andassessment of proficiency in any language. This unit does notprepare individuals for the role of a translator or interpreter.







essential outcomes


1. Converse withothers in a languageother than English.

1.1. Use techniques to extend interactions with others.1.2. Seek and offer additional information and assistance to

support quality of communication and service.

1.3. Support communication with comments on topicalfamiliar matters, workplace business and events.1.4. Use non-verbal communication to convey an acceptance

of and sensitivity towards others.

2. Provide detailedinformation andadvice in a languageother than English.

2.1. Identify need for detailed information and advice.2.2. Convey detailed information and advice using narrative

and descriptive statements.2.3. Repeat, paraphrase and clarify communications to avoid

misunderstanding and to explain difficult points.2.4. Use workplace documents, materials and other

references to support explanations as required.

3. Respond to

unpredictablesituations and

3.1. Provide appropriate advice in response to requests,

unpredictable situations and problems.



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problems using alanguage other thanEnglish.

3.2. Identify need for and seek assistance from others tobetter respond to the situation or problem.

3.3. Identify key facts of problems and facilitate solutions

through open communication with relevant people.3.4. Provide explanations of problems and their cause, andelaborate on details.

3.5. Respond to conflict and complaints with sensitivity,following appropriate social and cultural conventions.

3.6. Convey appropriate apologies and expressions of regretas required.

4. Conductnegotiations at afunctional level in alanguage other thanEnglish.

4.1. Facilitate negotiations at a functional level throughexchange of key information and agreement ondetails.

4.2. Provide appropriate explanations about products andservices.

4.3. Achieve mutual understanding and agreement.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: locate information to support communication process.


in a language other than English to:

◦ interact positively and courteously in non-routine andvaried interactive workplace communications

◦ establish rapport.


SITXLAN31 Conduct oral communication in a language otherthan English







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TITLE Assessment Requirements for SITXLAN003 Conduct oralcommunication in a language other than English

PERFORMANCE

EVIDENCE



conduct workplace oral communication in a language otherthan English in six different oral communication exchangeswhich together demonstrate:

◦ using narrative and descriptive statements

◦ using repetition, clarification and paraphrasingtechniques to clarify requirements, answer questionsabout products and services, solve problems andconflict, and reassure others

◦ providing detailed information and specialisedassistance in area of work activity

◦ conducting product and service transactions◦ using effective non-verbal communication skills

exchange key information in a language other than Englishto provide detailed information and advice about each ofthe following:

◦ external products and services

◦ internal products and services

◦ medical and emergency information

◦ entertainment

◦ shopping.

KNOWLEDGEEVIDENCE


social and cultural conventions relevant to the languagebeing assessed:

◦ knowledge and some consistent use of forms ofaddress

◦ recognition and consideration of customs, protocolsand taboos

cross-cultural communication challenges that occur whennegotiating and solving problems, and how they areaddressed

aspects of verbal and non-verbal communication thatsupport effective negotiation and interaction in thelanguage being assessed.









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activities, set up for the purpose of assessment, in asimulated industry environment operated within atraining organisation


◦ dictionaries and phrase books

◦ language mats









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SITXLAN004 Conduct complex oral communication in a language other thanEnglish


UNIT TITLE Conduct complex oral communication in a language other thanEnglish

APPLICATION This unit describes the performance outcomes, skills andknowledge required to conduct complex, creative, routine andnon-routine communication in a language other than English.This involves very fluent listening and speaking skills at a highlevel of complexity to conduct negotiations, makepresentations, provide oral summaries in the workplace, andparticipate in social and cultural activities.

There is no direct parity with any formal language proficiencyratings or assessment framework, but this unit broadly relatesto International Second Language Proficiency Ratings (ISLPR)4 to 4+.

The unit applies to all industry contexts and individuals workingin at many different levels of responsibility. This could includefrontline, supervisory or management personnel.








essential outcomes



1. Conductnegotiations in alanguage other thanEnglish.

1.1. Establish rapport by using appropriate courtesyprotocols, establishing common ground and observingsocial, cultural and business conventions.

1.2. Provide explanations, information and supporting detailsrelevant to negotiations.

1.3. Use an appropriate range of language functions fornegotiations, including introducing formal talk, usingturn-taking skills, and agreeing and disagreeingtentatively.

1.4. Use appropriate intonation, voice tone and signalling

expressions effectively.



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1.5. Exchange and agree to information about the subject ofthe negotiation.

2. Deliver

presentations usinga language otherthan English.

2.1. Deliver presentations in a style that supports its objective

and takes account of audience characteristics, occasionand venue.2.2. Present information in a logical and concise manner

using appropriate sequencing and linguistic linking.2.3. Support presentations with relevant public speaking

techniques.

3. Participate in socialand cultural activitiesusing a languageother than English.

3.1. Use language and language functions appropriate tovaried social and cultural activities.

3.2. Adapt and modify communication strategies andlanguage functions as required.

4. Provide summariesof oral

communication in alanguage other thanEnglish.

4.1. Recognise situations when the services of a professionalinterpreter are required, and arrange for assistance.

4.2. Convey purpose and meaning of original utterance.4.3. Make appropriate comments between parties to check

and clarify meaning.4.4. Use communication strategies and language functions

that support immediate communication.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to:

locate technical vocabulary in dictionaries and phrasebooks.

Writing skills to: take notes to support the development and delivery of apresentation.


establish and maintain rapport in a language other thanEnglish.


SITXLAN32 Conduct complex oral communication in alanguage other than English







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TITLE Assessment Requirements for SITXLAN004 Conductcomplex oral communication in a language other thanEnglish

PERFORMANCEEVIDENCE


conduct the following complex workplace communicationsin a language other than English (rare linguistic errors mayoccur) in at least six different oral communicationexchanges:

◦ establish and maintain rapport during extendedinteractions, including social activities

◦ make presentations to groups of people in one of thefollowing contexts:- guiding or interpretive activity

- instructing or training- promotional activity- complex information on products or services- sales presentation

◦ conduct business negotiations

◦ provide detailed information and advice in area of workactivity

demonstrate the use of each of the following during theabove oral communication exchanges:

◦ narrative and descriptive statements

◦ repetition, clarification and paraphrasing techniques to

clarify requirements, solve problems and conflict, andreassure others

◦ effective extended non-verbal communication skills.

KNOWLEDGEEVIDENCE


social, cultural and business conventions relevant to thelanguage being assessed:

◦ colloquialisms

◦ customs

◦ dialect


◦ idioms

◦ language conventions

◦ protocols and taboos

social and cultural activities in which complex oralcommunications are required:

◦ accompanying people to dinner

◦ conference activities

◦ meetings

◦ professional development activities

◦ tours

◦ trade fairs



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cross-cultural communication challenges that occur whennegotiating and solving problems, and how they areaddressed

aspects of verbal and non-verbal communication thatsupport fluent and unhindered communication in thelanguage being assessed

technical vocabulary required to support specificorganisational activities.


Skills must be demonstrated in an operational environment oractivity for which communication in languages other thanEnglish is required. This can be:






◦ individuals who participate in role plays or simulatedactivities, set up for the purpose of assessment, in asimulated industry environment operated within atraining organisation


◦ dictionaries and phrase books◦ industry materials, written in languages other than

English.








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SITXLAN005 Read and write information in a language other than English


UNIT TITLE Read and write information in a language other than English

APPLICATION This unit describes the performance outcomes, skills andknowledge required to read and write workplace information ina language other than English. It covers reading a range ofdocuments and writing routine documents, such as letters andbrief reports.

There is no direct parity with any formal language proficiencyratings or assessment framework, but this unit broadly relatesto International Second Language Proficiency Ratings (ISLPR)3.

This unit applies to all industry contexts and individualsworking at many different levels of responsibility. This couldinclude frontline, supervisory or management personnel.



PREREQUISITE UNIT NilCOMPETENCY FIELD Languages other than English




essential outcomes


1. Read workplacedocuments written in

a language otherthan English.

1.1. Read routine and non-routine workplace documents.1.2. Interpret accompanying visual information to support

comprehension.1.3. Identify main ideas, key facts and requirements.1.4. Identify and take account of document tone and purpose.1.5. Act on information and respond to requests, seeking

assistance where required.

2. Write simple routineworkplacedocuments in alanguage other thanEnglish.

2.1. Prepare accurate routine workplace documents using keywords, phrases, simple sentences and visual aids asrequired.

2.2. Clearly and accurately convey main ideas, facts anddetails in written text.

2.3. Provide clear written directions and instructions in acorrectly ordered sequence.



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2.4. Support written communication with use of appropriatelysequenced expressions and questions that help define orclarify the goal.

2.5. Write information in appropriate place on standard forms.2.6. Adhere to workplace and cultural conventions andprotocols when preparing written documents.

2.7. Provide written responses to documents in anappropriate form and tone.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: locate technical vocabulary in dictionaries and phrase

books.Oral communicationskills to:

listen to and note specific information.

Learning skills to: locate key information for work.


SITXLAN33 Read and write information in a language otherthan English







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TITLE Assessment Requirements for SITXLAN005 Read andwrite information in a language other than English

PERFORMANCEEVIDENCE


read and write information for each of the followingworkplace documents in a language other than English:

◦ brochure or promotional material

◦ conference program

◦ correspondence

◦ menu or wine list

◦ report

◦ reservation information, schedule or itinerary

understand and identify above document purpose, mainideas, key issues, facts, attitude and tone of written texts(infrequent use of a dictionary may be made)

demonstrate understanding of meaning with reasonableaccuracy when reading above texts related tostraightforward everyday situations

use linguistic knowledge and skills to communicatemeaning effectively in each of the following forms ofroutine workplace documents (some errors may occur inwriting, provided facts are not distorted and meaning isclear):

◦ answering queries about products and services

◦ conducting simple product and service transactions◦ providing factual information

◦ responding to requests for general assistance andfactual information.

KNOWLEDGEEVIDENCE


types of visual information in workplace documents thatrequire interpretation:

◦ diagrams

◦ forms

◦ labels◦ maps

◦ signs

◦ tickets

linguistic knowledge and writing conventions for thelanguage being assessed:

◦ grammar, spelling and punctuation conventions

◦ features specific to the language

◦ vocabulary and sentence structure of the language

◦ technical vocabulary required to support specificorganisational activities.



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Skills must be demonstrated in an operational environment oractivity where written communication in languages other thanEnglish is required. This can be:




industry materials, written in languages other thanEnglish.








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SITXLAN006 Read and write documents in a language other than English


UNIT TITLE Read and write documents in a language other than English

APPLICATION This unit describes the performance outcomes, skills andknowledge required to read and write a range of workplacedocuments in a language other than English at a high level ofcomplexity and fluency, including summarising texts, andreproducing information from texts in one language to preparea text in another.

There is no direct parity with any formal language proficiencyratings or assessment framework, but this unit broadly relatesto International Second Language Proficiency Ratings (ISLPR)

4 to 4+.









essential outcomes


1. Read workplacedocuments written in

a language otherthan English.

1.1. Read and understand workplace documents, includingexplicit and implicit information, ideas, technical

information and writer requirements.1.2. Interpret accompanying visual and graphics material.1.3. Identify the culturally-specific meaning contained in

documents.

2. Provide informalwritten translationsusing a languageother than English.

2.1. Capture and convey information in written texts andsummaries, taking account of cultural differences.

2.2. Provide explanation or comments to clarify meaning asrequired, especially about culturally-specific details.

2.3. Recognise documents requiring professional translationand arrange for assistance as required.

3. Write workplace

documents in alanguage other thanEnglish.

3.1. Produce written workplace documents according to

recognised conventions, standards and formats.3.2. Ensure content of written documents is appropriate toaudience and purpose.



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3.3. Develop ideas in appropriate depth to meet therequirements of the particular context.

3.4. Tailor language to meet requirements of the situation.

3.5. Observe social and cultural conventions when writingworkplace documents.3.6. Write documents with minimal errors so that intended

meaning is clearly conveyed to the reader.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: locate technical vocabulary in dictionaries and phrasebooks.

Writing skills to: in a language other than English to:◦ write documents that clearly and fluently express

information and ideas

◦ appropriately structure texts.


SITXLAN34 Read and write documents in a language otherthan English







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TITLE Assessment Requirements for SITXLAN006 Read andwrite documents in a language other than English

PERFORMANCE

EVIDENCE



read and write information in a language other than Englishfor each of the following organisational documents requiredto fulfil a given job role:

◦ brochure or promotional material

◦ correspondence

◦ media release

◦ presentation for customers or colleagues

◦ product or operations manual

◦ quotation

◦ report

demonstrate understanding of meaning with reasonableaccuracy when reading above documents

write each of the above workplace documents with clearand fluent expression of information and ideas, correctstructure, and appropriate style and tone for the audienceand workplace situation (rare linguistic errors may occur).

KNOWLEDGEEVIDENCE


linguistic knowledge and writing conventions for thelanguage being assessed:

◦ grammar, spelling and punctuation conventions◦ social, workplace and cultural conventions

◦ ways to convey nuances of meaning

technical vocabulary for specific workplace activities

standard formats and protocols for organisation documentsrelevant to the workplace.


Skills must be demonstrated in an operational environment oractivity where written communication in languages other thanEnglish is required. This can be:




industry documents, written in languages other thanEnglish.








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MGT Management and

Leadership

SITXMGT001 Monitor work operations

UNIT CODE SITXMGT001

UNIT TITLE Monitor work operations


knowledge required to oversee and monitor the quality ofday-to-day work. It requires the ability to communicateeffectively with team members, plan and organise operationalfunctions, and solve problems.

The unit applies to all industry sectors, and to individualsoperating at a team leading, supervisory or frontlinemanagement level.



COMPETENCY FIELD Management and Leadership




essential outcomes


1. Monitor and improveworkplaceoperations.

1.1. Monitor efficiency and service levels through closecontact with day-to-day operations.

1.2. Ensure workplace operations support overall

organisational goals and quality assurance initiatives.1.3. Identify quality problems and issues and make

appropriate adjustments to procedures and systems, withrelevant approvals.

1.4. Proactively consult with colleagues about ways toimprove efficiency and service levels, including potentialfor new technologies and other innovations.

1.5. Provide feedback to colleagues and management toinform future planning.

1.6. Identify and take opportunities to evaluate current andemerging industry trends and practices for relevance toown work situation.

1.7. Assess and respond to opportunities to improvesustainability of day-to-day operations.



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2. Plan and organiseworkflow.

2.1. Assess current workloads, and schedule work tomaximise efficiency and customer service quality withinbudget constraints.

2.2. Delegate work according to principles of delegation.2.3. Assess workflow and progress against agreed objectivesand timelines.

2.4. Assist colleagues in prioritising workload throughsupportive feedback and coaching.

2.5. Provide timely input to appropriate managementregarding staffing needs.

3. Monitor and supportteam members.

3.1. Monitor team and individual performance against agreedgoals and objectives.

3.2. Proactively share information, knowledge andexperiences with team members.

3.3. Challenge and test ideas within the team in a positive

and collaborative way.3.4. Provide feedback, coaching and support to team

members.3.5. Complete and submit organisation records as required.

4. Solve problems andmake decisions.

4.1. Identify and analyse workplace problems from anoperational and customer service perspective.

4.2. Initiate short-term actions to resolve immediate problemswhere appropriate.

4.3. Analyse problems for long-term impact, and assess andaction potential solutions in consultation with relevantcolleagues.

4.4. Where a team member raises a problem, encourage

individual participation in solving it.4.5. Take follow-up action to monitor effectiveness of

solutions.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret varied and wide ranging information of anoperational nature.

Numeracy skills to: develop schedules and timelines for team activities.

Problem-solving skills to: evaluate internal and external business information

anticipate and respond to unpredictable operationalproblems and situations at a frontline management level.


coordinate multiple and potentially competing operationalpriorities.


SITXMGT401 Monitor work operations







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TITLE Assessment Requirements for SITXMGT001 Monitor workoperations

PERFORMANCEEVIDENCE


plan and organise workflow for a team operation or activitythat takes into account at least six of the followingcontingencies:

◦ delays and time difficulties

◦ difficult customer service situations

◦ equipment breakdown or technical failure

◦ financial resources

◦ staffing levels and skill profiles

◦

rostering requirements◦ staff performance

◦ procedural requirements

◦ product development and marketing

monitor and respond to team-based operational andservice issues during the above operation or activity

complete each of the following organisational records forthe above operation or activity:

◦ performance reports

◦ staff records.

KNOWLEDGEEVIDENCE Demonstrated knowledge required to complete the tasksoutlined in elements and performance criteria of this unit:

work organisation and planning methods appropriate to theindustry sector

leadership and management roles and responsibilities inthe relevant industry sector

operational functions in the relevant industry sector

procedures and systems to support work operations:

◦ administration

◦ health and safety

◦ human resources

◦ service standards

◦ technology◦ work practices

concepts of quality assurance and how it is managed andimplemented in the workplace

sustainability considerations for frontline operationalmanagement:

◦ relationship between operational efficiency andfinancial sustainability

◦ ways of minimising waste in the relevant work context

◦ social responsibilities of the operation

time management principles and their application to

leaders and managers for planning own work and the workof others



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principles of effective delegation and delegation techniquesin a frontline management context:

◦ clear communication of what is required

◦

gaining commitment◦ no undue interference

◦ regular reporting

◦ selecting the right person

problem-solving and decision making processes andtechniques and their application to typical workplace issues

industrial or legislative issues that affect short-term workorganisation appropriate to the industry sector:

◦ relationship of relevant industrial awards to hours andconditions of work

◦ ensuring systems and procedures meet work healthand safety requirements.


Skills must be demonstrated in a business operation or activityin any industry where the individual can monitor workactivities. This can be:




organisational documents and templates:

◦ performance reports

◦ rosters

◦ staff reports

a team for whom the individual can plan and organiseworkflow; this can be:

◦ teams in an industry workplace who are assisted by theindividual during the assessment process; or










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SITXMGT002 Establish and conduct business relationships


UNIT TITLE Establish and conduct business relationships

APPLICATION This unit describes the performance outcomes, skills andknowledge required to establish and manage positive businessrelationships. It requires the ability to use high-levelcommunication and relationship building skills to conductformal negotiations and make commercially significantbusiness-to-business agreements.

The unit applies to all industry sectors, and to individuals whotake responsibility for making decisions about purchasing ormarketing activities. They also oversee the maintenance of

contracts or agreements. This could include senior operationalpersonnel, sales and marketing personnel, managers orowner-operators of small businesses. Agreements may relateto corporate accounts, service contracts, agency agreements,venue contracts, rate negotiations, preferred productagreements, supply agreements and marketing agreements.







essential outcomes


1. Build businessrelationships.

1.1. Establish relationships in line with organisationalrequirements and protocols.

1.2. Use effective communication skills and techniques tobuild business relationships.

1.3. Proactively identify and take up opportunities to maintainregular contact with customers and suppliers.

2. Conductnegotiations.

2.1. Use negotiation techniques in line with professional andorganisational protocols to maximise benefits ofrelationship for all parties.

2.2. Incorporate feedback and input from colleagues intonegotiation where appropriate.

2.3. Communicate results of negotiations to appropriatecolleagues and stakeholders within appropriatetimeframes.

3. Make formalbusiness

agreements.

3.1. Confirm agreements in writing according toorganisational requirements, using formal contracts

where appropriate.



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3.2. Obtain approvals for all aspects of formal agreementsaccording to organisational procedures.

3.3. Evaluate and act on the need for specialist advice as

required.4. Foster and maintainbusinessrelationships.

4.1. Proactively seek, review, and act upon informationneeded to maintain sound business relationships.

4.2. Honour agreements within scope of individualresponsibility, complying with agreed terms.

4.3. Take account of agreed performance indicators.4.4. Make adjustments to agreements in consultation with

customer or supplier and share information withappropriate colleagues.

4.5. Nurture relationships through regular contact and use ofeffective interpersonal and communication styles.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: interpret potentially complex agreements, conditions andcontracts.

Writing skills to: develop or participate in the development of formalcommercial agreements.


conduct at times complex negotiations of significantcommercial value.

Numeracy skills to:

evaluate commercial data and cost structures.Problem-solving skills to: evaluate potentially complex internal and external issues

that affect professional relationships and businessnegotiations and identify appropriate options to resolvethem

anticipate and respond to challenges in the negotiationprocess.


proactively seek opportunities for building businessrelationships.


SITXMGT501 Establish and conduct business relationships







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TITLE Assessment Requirements for SITXMGT002 Establish andconduct business relationships

PERFORMANCE

EVIDENCE



establish and maintain business relationships with at leasttwo of the following:

◦ cooperative partner with organisation

◦ contractor

◦ customer

◦ networks

◦ supplier

conduct formal negotiations, or make and manageagreements and contracts in relation to the tworelationships established above, relevant to the specific

business context demonstrate the use of high-level communication and

relationship building skills when conducting formalnegotiations and making commercially significantbusiness-to-business agreements in the above businessrelationships.

KNOWLEDGEEVIDENCE


commercial context for business relationships in therelevant industry sector and related:

◦ industry structure and interrelationships◦ sources of supply

◦ distribution and marketing networks

◦ professional networks

opportunities to maintain regular contact with customersand suppliers:

◦ association membership

◦ cooperative promotions

◦ industry functions

◦ informal social occasions

◦ program of regular telephone contact

◦

social media principles of negotiation, stages in the negotiating process,

and different negotiation techniques that can be applied

nature of agreements and contracts in the relevant industrysector and their key role, features and inclusions

key components of contract law at an overview level:

◦ terms and obligations of contract

◦ methods of contractual agreement

◦ exclusion clauses

◦ dispute resolution clause

◦ termination of contracts

other legal requirements that impact negotiations andagreements in the relevant industry.



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Skills must be demonstrated in an environment or activity inany industry sector where contracts are negotiated andagreed. This can be:



other people with whom business relationships can beestablished; these can be:



materials that support the negotiation process:

◦ preparatory facts and statistics

◦ key performance indicators

◦ market information.








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SITXMGT003 Manage projects


UNIT TITLE Manage projects

APPLICATION This unit describes the performance outcomes, skills andknowledge required to develop project plans, implementproject activities, monitor progress to ensure objectives areachieved, and evaluate all aspects of projects.

The unit applies to all tourism, travel, hospitality and eventsectors and the project could relate to event planning andexecution, product development, research or initiatives suchas the introduction of new workplace systems or technologies.

It applies to senior personnel who operate independently orwith limited guidance from others and who are responsible formaking a range of operational business and projectmanagement decisions.







essential outcomes


1. Define projectscope.

1.1. Identify project objectives, budget, scope of activities anddeliverables.

1.2. Clarify relationship of project to others and to overallorganisational objectives.

1.3. Identify stakeholders and their requirements forconsultation and involvement in project activities.

1.4. Confirm administrative structure for project management,individual responsibility and reporting hierarchy.1.5. Determine required resources for the project.

2. Develop projectplan.

2.1. Consult with stakeholders to facilitate input and toachieve approval for project plan.

2.2. Determine risk, and regulatory and sustainability issuesand incorporate them into plan.

2.3. Integrate quality, financial, human and physical resourcespecifications for project activities.

2.4. Develop and integrate project evaluation methods.2.5. Plan internal and external communications, public

relations and marketing approaches.

2.6. Document integrated project management plan.



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2.7. Communicate plan and roles and responsibilities to allinvolved.

3. Administer and

monitor project.

3.1. Implement project activities according to plan and in

conjunction with stakeholders and project teammembers, providing support and assistance as required.3.2. Implement financial and quality control systems

according to project plan.3.3. Monitor progress to ensure objectives, deliverables,

timelines, cost and quality of project are achieved.3.4. Identify deviations from plan, assess and take action to

realign project activities to meet objectives.3.5. Determine and act on the need for project variations,

including additional project resources.3.6. Provide progress and final reports according to project

requirements.

3.7. Complete project within agreed timelines.4. Evaluate project. 4.1. Assess project effectiveness at specified stages,

using agreed evaluation methods.4.2. Evaluate completed project for administrative

efficiency, quality and achievement of objectives.4.3. Report outcomes to stakeholders and use information

to enhance future project planning and managementactivities.

FOUNDATION SKILLS



Reading skills to: interpret potentially complex reports, comparing projectoutcomes against planned deliverables.

Writing skills to: write quantitative and qualitative evaluation criteria.

Numeracy skills to: interpret project budgets for diverse components

develop resource specifications within budgetaryparameters.

Problem-solving skills to: evaluate and respond to complex, interrelated andpotentially conflicting factors within project managementactivities.


manage interrelated aspects of a complex project andproject timelines.

Technology skills to: use computers, word processing and software packagesfor project management.


SITXMGT502 Manage projects







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TITLE Assessment Requirements for SITXMGT003 Manageprojects

PERFORMANCE

EVIDENCE



develop and implement a plan for a project, addressingone or more of the following objectives:

◦ community or industry development

◦ economic or social benefits

◦ education or training

◦ profit

◦ research

administer and monitor the following components of theabove project:

◦ dedicated project budget and financial control system

◦ administrative components involving individualresponsibility and reporting hierarchy for at least two ofthe following:- advisory or reference group- consultants, contractors and suppliers- organisational management- project management committee- secretariat

◦ progress against project objectives

◦ quality control system

◦ risk, regulatory and sustainability issues

lead a project team and liaise with a wide range ofstakeholders during the planning and implementationphases of the above project, providing at least two of thefollowing forms of support and assistance as appropriate:

◦ additional resources

◦ formal training opportunities

◦ informal coaching and feedback

◦ moderation and joint planning sessions

◦ regular meetings and briefings

◦ representing team interests in wider forums

demonstrate sound administrative processes whenplanning and implementing the above project withinrequired timeframes.

KNOWLEDGEEVIDENCE


project management processes and the project life cycle:

◦ planning and requirements of project plans:- objectives- deliverables, scheduling and milestones- allocation of roles and responsibilities

◦ documentation and role of technology

◦ monitoring and control systems



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◦ evaluation criteria, both quantitative and qualitative andmethods for measuring the success of projectobjectives

project management plan inclusions:◦ budget

◦ consultation strategies

◦ internal and external communication processes andchannels

◦ key milestones

◦ marketing strategies

◦ objectives and outcomes

◦ personnel

◦ priorities and key milestones

◦ quality assurance process

◦ reporting requirements

◦ responsibilities of project personnel and stakeholders

◦ risk management and contingency plans

◦ safety initiatives

◦ selection or tendering process

◦ sponsors

◦ stages

◦ sustainability considerations

◦ timeframes

industry sector and organisation:

◦ role of various project management personnel andstakeholders in the management of projects

◦ reporting hierarchy◦ administrative structure:

- advisory and reference groups- consultants- consultative groups- contractors and suppliers- internal or external project manager- management- management committee- secretariat

◦ risk, regulatory and sustainability issues for projectmanagement, particularly those related to:- financial management- human resource management- physical resource management

potential stakeholders in a project:

◦ community agencies

◦ customer or client

◦ funding bodies

◦ government departments or statutory authorities

◦ host organisation


◦ internal personnel

◦ management◦ management committee



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◦ media

◦ regulatory authorities

◦ sponsors.


Skills must be demonstrated in an operational tourism, travel,hospitality or events business operation or activity for whichprojects are managed. This can be:




projects to be managed by the individual

information and communications technology currently usedto manage projects

physical and financial resources to support the project a project team for whom the individual is a leader

project stakeholders with whom the individual can interact;these can be:











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MPR Marketing and Public

Relations

SITXMPR001 Coordinate production of brochures and marketing materials

UNIT CODE SITXMPR001

UNIT TITLE Coordinate production of brochures and marketing materials


knowledge required to coordinate the development process forbrochures and other marketing materials from a content andproduction perspective.

The unit applies to all industry sectors and all types ofmarketing materials, both physical and virtual. Individualsworking independently with limited supervision undertake thisrole. Depending on the business context, this could includesales and marketing personnel, managers, and owner-operators of small businesses.

This unit reflects the general skills needed by those involved in

sales and marketing activities and does not include the skillsrequired by professional graphic designers or copywriters.



COMPETENCY FIELD Marketing and Public Relations


ELEMENTS PERFORMANCE

CRITERIA


essential outcomes


1. Plan production ofbrochures andmarketing materials.

1.1. Plan production of brochures and marketing materialsaccording to marketing objectives.

1.2. Evaluate factors that impact on nature of materials anddevelopment process, including sustainabilityconsiderations.

1.3. Create production plans, including timelines,responsibilities, budget and contingency measures.

2. Produce information

for inclusion.

2.1. Produce or obtain accurate and complete information for

inclusion.2.2. Present information that promotes the business in a clearformat and a culturally appropriate way.



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3. Obtain quotations forartwork and printingas appropriate.

3.1. Provide accurate and complete specifications to quotingorganisations within appropriate timeframe.

3.2. Obtain quotations with details of potential variations to

cost and conditions that may apply.4. Develop final copy forbrochures andmarketing materials.

4.1. Develop copy using basic creative writing techniques orobtain from relevant source.

4.2. Integrate accurate, practical and operational details.4.3. Present accurate information about costs and conditions.4.4. Check copy for accuracy prior to submission for

production.

5. Coordinateproduction ofbrochures andmarketing materials.

5.1. Liaise with production personnel and monitor schedule.5.2. Check and correct production work as required.5.3. Approve artwork according to organisational guidelines.5.4. Obtain and deliver materials on schedule or action

contingency measures.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret quotations and product conditions

proofread and edit draft materials

create copy or check quality of outsourced copy

research information for inclusion from varied andpotentially unfamiliar sources.

Oral communication

skills to: collaborate with others on technical, organisational and

creative issues.

Numeracy skills to: calculate costs and quantities of materials to be produced

work with:

◦ numerical concepts of size, shape and layout

◦ detailed product costings.

Problem-solving skills to: evaluate factors that impact on production of marketingmaterials

respond to challenges that arise in the production ofmarketing materials.

Technology skills to: liaise with others about technical production issues

work with current industry marketing technologies.


SITXMPR401 Coordinate production of brochures andmarketing materials







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TITLE Assessment Requirements for SITXMPR001 Coordinateproduction of brochures and marketing materials

PERFORMANCE

EVIDENCE



produce at least three of the marketing materials listed inthe knowledge evidence, coordinating all aspects of thedevelopment process within specified deadlines

produce each of the above marketing materials to:

◦ meet stated objectives

◦ provide current and accurate information

proofread each of the above to ensure they are free oferrors.

KNOWLEDGEEVIDENCE Demonstrated knowledge required to complete the tasksoutlined in elements and performance criteria of this unit:

key features of marketing materials:

◦ advertising material

◦ conference program or registration form

◦ destination guide

◦ direct mail piece

◦ display material

◦ event prospectus

◦ invitation

◦ product brochure

◦ product support manual

◦ promotional flyer or leaflet◦ venue maps

objectives of marketing materials and the markets forwhich material is required

physical and virtual media marketing opportunities

factors that impact production of materials in both physicaland virtual contexts:

◦ accessibility for those with disabilities

◦ availability of information

◦ design issues:- style

- size◦ legal requirements

◦ marketing considerations:- distribution considerations- market for review of competitive materials- objectives

◦ resource constraints:- budget- in-house capability

◦ technology:- digital media opportunities

◦ objectives of the material

◦ sustainability considerations

◦ time parameters



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current digital print production technologies, processes andterminology

printing and industry conventions in relation to placement

of information, page numbering and copyright information specification inclusions:

◦ conditions of contract

◦ delivery platform

◦ interactivity requirements

◦ layout and style of text

◦ number of colours

◦ number of photographs

◦ production and delivery deadlines

◦ size

◦ total number required

◦ type of paper (for print-based materials)

quality indicators in marketing material production:

◦ readability

◦ photographic quality

◦ effective use of colour

◦ spacing requirements

creative writing techniques used for the content ofbrochures and other marketing materials

procedures and requirements for preparation and proofingof material

copyright laws and restrictions that apply to the inclusion ofcertain content in brochures and other marketing materials

procedures for copyright clearance of restricted materials trade practices requirements around the need for accuracy

of information in marketing materials.


Skills must be demonstrated in an operational businessenvironment for which brochures and marketing materials canbe developed. This can be:




current information and communications technology for thedevelopment of content

suppliers of graphic design services, print productionorganisations and copywriters with whom the individualcan interact; these can be:






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SITXMPR002 Create a promotional display or stand


UNIT TITLE Create a promotional display or stand

APPLICATION This unit describes the performance outcomes, skills andknowledge required to create a display or stand forpromotional purposes. It requires the ability to identify theobjectives of the promotion, determine the audience, select alldisplay components and assemble the display or stand.

The unit applies to all industry sectors. Individuals working withsome level of independence create displays at promotionalevents or within their own workplaces. This includes sales andmarketing personnel, managers, and owner-operators of small

businesses. Displays may be used to promote any product,service, or event; a group of products cooperatively marketed,or even a whole city, region or tourism precinct.

This unit does not cover the skills of a specialist displaydesigner or visual merchandiser.







essential outcomes


1. Make preparationsfor display or stand.

1.1. Determine display or stand objectives in consultation withappropriate colleagues.

1.2. Obtain operational information to assist in display orstand preparation to allow time for adequate planning.

1.3. Plan display or stand to meet target audience needs.1.4. Select and organise adequate display supplies andtransportation arrangements according to display plan.

1.5. Identify need for, and seek assistance from, displayspecialists where appropriate.

2. Create display. 2.1. Create or dress display or stand, making creative use ofavailable materials and supplies.

2.2. Consider the elements and principles of design increating the display.

2.3. Use display techniques that maximise visual appeal ofdisplay and reflect nature of product or service beingpromoted.

2.4. Use display equipment correctly and safely.



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2.5. Check display or stand to ensure safety of colleaguesand customers.

2.6. Disassemble display safely and according to

organisational procedures.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: interpret information about the needs of the targetaudience and operational aspects of the display or stand.

Numeracy skills to: work with concepts of size, space and layout.

Problem-solving skills to: evaluate options for creative display.


coordinate practical and creative aspects of displaycreation.


SITXMPR402 Create a promotional display or stand







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TITLE Assessment Requirements for SITXMPR002 Create apromotional display or stand

PERFORMANCE

EVIDENCE



create two different displays and dress two differentpromotional stands to meet specific organisationalobjectives

use three of the following in the above displays and stands:

◦ cultural artefacts

◦ fabric

◦ flags

◦ freestanding display options

◦ local produce

◦ printed materials

◦ product samples

◦ signs

◦ three-dimensional (3-D) materials

create the above displays and stands:

◦ applying the elements and principles of design

◦ safely and within typical workplace time constraints.

KNOWLEDGEEVIDENCE


industry contexts in which displays are used:

◦ information centre displays

◦ promotional functions

◦ shopping centre promotions

◦ trade and consumer shows

◦ window displays

information to be considered when preparing a promotionaldisplay or stand:

◦ budget allocation

◦ floor plans

◦ nature of display area

◦ need for utilities

◦ need for waste management

◦ work health and safety requirements◦ security

◦ set-up times and duration

◦ type of surface on which display is to be created

materials and equipment used for display in differentlocations and settings

elements and principles of design as they apply to thecreation of displays

visual merchandising techniques using commonly availablematerials, and techniques for maximising the effectivenessof collateral in displays

work health and safety practices for transporting, carryingand assembling the display or stand



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safety issues associated with the construction andoperation of promotional displays and stands in differentvenues.


Skills must be demonstrated in an operational businessenvironment or activity. This can be:




display space or promotional stand

display and promotional materials used in the relevantindustry sector

display supplies:

◦

adhesives and velcro◦ audio-visual systems

◦ balloons and other decorations

◦ collateral materials

◦ computers

◦ floral arrangements and potted plants

◦ furniture

◦ mobiles

◦ pins

◦ scissors

◦ string.








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SITXMPR003 Plan and implement sales activities


UNIT TITLE Plan and implement sales activities

APPLICATION This unit describes the performance outcomes, skills andknowledge required to plan and implement sales activities. Itrequires the ability to identify and analyse market andcustomer needs, proactively target current and newcustomers, plan the operation of sales calls, make calls andprepare sales reports.

The unit applies to all industry sectors, and to thoseresponsible for coordinating sales activities within theparameters of an established sales strategy. Individuals

working independently with limited supervision undertake thisrole. This could include sales and marketing personnel ormanagers and owner-operators of small businesses.







essential outcomes


1. Plan sales activities. 1.1. Plan sales activities for existing and potential customersaccording to marketing plan or other organisationalsystems.

1.2. Identify, analyse and incorporate organisation, customerand market information into sales planning process.

1.3. Source prospects and create profiles.1.4. Proactively seek and evaluate innovative sales

opportunities and take advantage of new technologiesand media.1.5. Estimate potential revenue, based on analysis of

information and in consultation with appropriatecolleagues.

1.6. Plan activities and practical sales call patterns thatmaximise opportunities to meet individual and teamtargets and are consistent with legal, ethical andsustainability requirements.

2. Prepare for salescalls.

2.1. Make sales call appointments in advance whereappropriate.

2.2. Develop sales call strategies and tactics based on market

knowledge, current sales focus and consultation withcolleagues.



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2.3. Gather information and support materials to supportsales calls.

3. Make sales calls. 3.1. Make sales calls according to agreed call patterns.

3.2. Build relationships with customers through use ofeffective interpersonal communication styles.3.3. Develop customer trust and confidence through

demonstration of personal and professional integrity.3.4. Proactively identify and resolve customer issues and

problems.3.5. Use selling techniques to maximise opportunities to meet

or exceed sales targets.3.6. Provide current, accurate and relevant information on

product features and benefits according to currentmarketing focus.

3.7. Encourage feedback from customers and proactively

seek market intelligence.4. Review and report on

sales activities.4.1. Review activities according to agreed evaluation methods

and incorporate results into future sales planning.4.2. Prepare sales reports according to organisational policy

and required timeframes.4.3. Present current and clear market intelligence to those

responsible for sales and marketing planning.

FOUNDATION SKILLS


SKILLS DESCRIPTION Oral communicationskills to:

establish and conduct positive business relationships.

Numeracy skills to: calculate potential sales revenues

create and interpret sales statistics.

Problem-solving skills to: proactively identify and respond to operational or moresystemic customer problems.


proactively identify and respond to new opportunities.

Technology skills to: use current sales management systems.

UNIT MAPPING

INFORMATION

SITXMPR403 Plan and implement sales activities







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TITLE Assessment Requirements for SITXMPR003 Plan andimplement sales activities

PERFORMANCE

EVIDENCE



plan and implement sales activities according toorganisational requirements for at least two differentoperations, products or services, including conducting atleast one sales call as part of the activities for eachoperation, product or service

use effective communication skills during sales calls thatare part of above sales activities

prepare a report on each of the above sales activities.

KNOWLEDGEEVIDENCE


principles of selling, sales communication and relationshipbuilding

industry structures and interrelationships, industrynetworks and information sources

industry and market knowledge appropriate to the sectorand organisation:

◦ distribution and marketing networks, especially thosethat support the product or service being promoted

◦ commission structures

◦ current customer and market trends

◦ links between sales and other areas of organisationaloperations

structure and content of marketing plans and the role ofsales in the overall marketing mix

information inputs into sales planning process:

◦ competitive activity

◦ current sales figures for nominated periods

◦ financial statistics

◦ market trends

◦ sales and marketing reports

sales call strategies and tactics:

◦

focus on specific products or offers◦ response to competitive activity

◦ use of individual customer history

legal issues that impact on sales activities and salespersonnel:

◦ Australian consumer law

◦ work health and safety obligations

ethical considerations for sales personnel:

◦ honesty in sales

◦ targeting particular groups in the community

sustainability considerations for sales activities:

◦ reducing waste of printed materials

◦ sustainability as a sales tool.



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Skills must be demonstrated in an operational businessoperation or activity for which the individual can conduct salesactivities for products or services. This can be:



current information and communications technology usedby industry to manage sales activities

marketing plans, operational sales documents, salesreports and sales support materials

other people with whom the individual can interact; thesecan be:










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SITXMPR004 Coordinate marketing activities


UNIT TITLE Coordinate marketing activities

APPLICATION This unit describes the performance outcomes, skills andknowledge required to plan and coordinate a range ofmarketing and promotional activities at an operational level.The unit incorporates knowledge of marketing principles.

The unit applies to all industry sectors, and to individuals whoare responsible for coordinating marketing activities within theparameters of an established marketing strategy. Individualsworking independently with limited supervision undertake thisrole. This could include marketing coordinators or managers

and owner-operators of small businesses.








1. Plan and organisemarketing activities.

1.1. Plan marketing activities according to marketing plan orother organisational systems.

1.2. Identify, analyse and incorporate relevant marketinformation and legal, ethical and sustainabilityrequirements into short-term planning.

1.3. Confirm target markets and marketing medium.1.4. Evaluate potential and suitability of marketing

opportunities that arise.1.5. Proactively seek and evaluate innovative marketing

opportunities, including use of new technologies andmedia.1.6. Develop and implement action plans to address

operational details.

2. Undertake a generalpublic relations role.

2.1. Establish and conduct positive relationships with industryand media colleagues.

2.2. Use networks to support marketing activities.2.3. Develop public relations resources as required, including

media releases and industry or media support materials.

3. Review and report onmarketing activities.

3.1. Review activities according to agreed evaluation methodsand incorporate results into future planning.

3.2. Prepare reports according to organisational policy and

required timeframes.



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3.3. Present current and clear market intelligence to informsales and marketing planning.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret market trend information and marketing plans.

Numeracy skills to: work within marketing budgets.

Problem-solving skills to: evaluate the potential of different marketing activities

proactively identify and respond to potentially compleximplementation challenges.


coordinate diverse and unpredictable operational details.


take responsibility for quality and outcomes of marketingactivities.

Technology skills to: work with current web-based marketing technologies.


SITXMPR404 Coordinate marketing activities







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TITLE Assessment Requirements for SITXMPR004 Coordinatemarketing activities

PERFORMANCE

EVIDENCE



plan and coordinate at least two different marketingactivities for an operation, product or service

use industry networks, information sources, anddistribution and marketing networks when planning andcoordinating the above activities

reflect types of marketing activities used in the relevantindustry sector and major industry promotional events inthe above activities

apply marketing principles to each marketing activity

evaluate and report on each of the above marketing

activities against the following criteria:◦ consistency with overall marketing direction

◦ exposure that was achieved

◦ matching attendees to target market

◦ cost-effectiveness of financial and human resources

◦ completion within established timeframe.

KNOWLEDGEEVIDENCE


content and structure of marketing plans

key marketing principles:

◦ marketing management process◦ the four Ps: product, place, price and promotion

◦ SWOT analysis: strengths, weaknesses, opportunitiesand threats

industry structure and interrelationships, industry networksand information sources

industry and market knowledge appropriate to the sectorand organisation:

◦ distribution and marketing networks, especially thosethat support the product or service being promoted

◦ e-business marketing options and major promotional

events◦ commission structures

◦ current customer and market trends and preferences

features, benefits and practical application of marketingactivities commonly used in the service industries:

◦ advertising

◦ familiarisations

◦ in-house promotions

◦ public relations

◦ social media

◦ trade and consumer shows

◦ signage and display

information inputs into the planning process:

◦ competitive activity



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◦ financial statistics

◦ marketing reports

◦ marketplace trends

◦ sales reports

considerations in evaluating the suitability of marketingactivities:

◦ consistency with overall marketing direction

◦ exposure to be achieved

◦ matching of attendees to target markets

◦ resource considerations:- financial- human

◦ timing of activity or event

operational details relevant to the coordination ofmarketing activities:

◦ administrative and procedural requirements

◦ availability of promotional materials

◦ available technology

◦ contracting of other services

◦ equipment requirements

◦ need for external assistance

◦ potential for cooperative approaches

◦ public relations implications

◦ staffing requirements and briefings

◦ strategies to ensure maximum benefits

◦ travel arrangements

legal issues that impact on the marketing of products andservices

ethical considerations for marketing activities:

◦ appropriate use of images and text

◦ protection of children

◦ targeting of particular groups in the community

sustainability considerations for marketing activities:

◦ reducing waste of printed materials

◦ sustainability as a marketing tool.

ASSESSMENT

CONDITIONS

Skills must be demonstrated in an operational business

environment. This can be: an industry workplace



products or services for which the individual can conductmarketing activities

current information and communications technology usedby industry for marketing activities

marketing plans, operational marketing documents, actionplans and marketing reports.



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LINKSCompanion Volume Implementation Guide:http://www.serviceskills.com.au/resources






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SITXMPR005 Participate in cooperative online marketing initiatives


UNIT TITLE Participate in cooperative online marketing initiatives

APPLICATION This unit describes the performance outcomes, skills andknowledge required to evaluate online cooperative tourismmarketing initiatives, provide appropriate website content, andupdate this content using remote authoring skills. It requires ageneral knowledge of online marketing initiatives in the tourismindustry and the basic technical skills that allow businessoperators to participate effectively in these initiatives.

The unit applies to all industry sectors. Individuals workingindependently with limited guidance from others undertake this

role. This could include sales and marketing personnel,managers, and owner-operators of small businesses.







essential outcomes


1. Evaluate onlinecooperativemarketing initiatives.

1.1. Source and evaluate information about current onlinecooperative marketing initiatives and sites for potentialvalue to the business.

1.2. Select initiatives that respond to business requirements.1.3. Evaluate additional skills, equipment or other resources

required to participate.

2. Provide onlinecontent in

appropriate formatand style.

2.1. Review content requirements set down by administratorof cooperative initiative.

2.2. Develop content suited to an online environment andadministrator requirements.2.3. Identify, organise and prepare appropriate images for

inclusion.2.4. Upload content according to guidelines and protocols.

3. Use remoteauthoring to updatecontent.

3.1. Develop protocols for regular and timely updating ofcontent in cooperative sites.

3.2. Update content using remote authoring techniquesaccording to requirements of cooperative site.

3.3. Evaluate content and outcomes of participation, andidentify and address issues arising.



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FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: research information from varied and unfamiliar sourcesabout online marketing initiatives

read and interpret technical requirements of the initiative.

Numeracy skills to: work with numerical features of digital technologies.

Problem-solving skills to: identify and respond to technical issues with onlinecontent.


coordinate the different requirements for participating in acooperative initiative.

Technology skills to: manipulate digital images.


SITXMPR405 Participate in cooperative online marketinginitiatives







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techniques for capturing, saving, storing, manipulating anduploading digital images to cooperative sites.


Skills must be demonstrated in an operational business oractivity. This can be:





content suitable for online use:

◦ text

◦ images

◦ multimedia

different style guides and online technical specifications.








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SITXMPR006 Obtain and manage sponsorship


UNIT TITLE Obtain and manage sponsorship

APPLICATION This unit describes the performance outcomes, skills andknowledge required to obtain and manage sponsorship for abusiness activity, product, service or event. It requires theability to determine sponsorship requirements, source andnegotiate with potential sponsors and manage sponsorshiparrangements.

The unit applies to any tourism, travel, hospitality or eventsector where sponsorship is sought to support business orcommunity activities. Sponsorship may relate to a one-off

activity, such as an event, or to ongoing operations, such assponsorship of a particular service.

It applies to senior coordinators and managers who operateindependently, have responsibility for others and areresponsible for making a range of financial and operationaldecisions. They may work under the overall guidance of eventorganising committees.


PREREQUISITE UNIT NilCOMPETENCY FIELD Marketing and Public Relations




essential outcomes


1. Determinesponsorship

requirements andopportunities.

1.1. Identify sponsorship requirements in consultation withcolleagues.

1.2. Develop targets for sponsorship based on financialparameters of activity.1.3. Identify items, activities or projects to be sponsored to

meet organisational needs.1.4. Identify potential sponsors based on potential sponsor

appeal, nature of the activity and previous approaches.

2. Source sponsorship. 2.1. Develop sponsorship materials in a clear, concise andprofessional format to include a full breakdown of costsand benefits.

2.2. Distribute and present sponsorship materials accordingto agreed targets.

2.3. Undertake follow-up promotion and negotiation with

potential sponsors.



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2.4. Discuss and negotiate additional opportunities withsponsor.

2.5. Make written sponsor contracts or agreements to include

full details of commitments made by both parties.3. Service sponsors. 3.1. Brief colleagues on details of sponsorship arrangements.3.2. Organise activities according to sponsorship agreement,

ensuring all agreements are honoured.3.3. Monitor and evaluate activities and make required

adjustments.3.4. Provide and request feedback from sponsor.3.5. Identify and action opportunities to enhance value of

involvement for sponsors and benefits for theorganisation.

3.6. Maintain and distribute accurate and current sponsorshipdocumentation throughout the process.

3.7. Liaise and follow up with sponsor to initiate futurecooperative approaches.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: read and interpret details of the business activities orprojects to be sponsored and complex sponsorshipcontracts or agreements.

Writing skills to: prepare sponsorship materials and agreements expressingcomplex business ideas and proposals.


liaise with sponsors and manage their participation.

Numeracy skills to: evaluate budgets and interrogate or use financial data toinform sponsorship activities.

Problem-solving skills to: evaluate a potential sponsor’s best fit with the businessactivities or projects

monitor activities, identify sponsorship servicingdeficiencies, and make required adjustments.


identify and action opportunities to obtain sponsorship.

Technology skills to: design effective sponsorship materials and proposals.


SITXMPR501 Obtain and manage sponsorship







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TITLE Assessment Requirements for SITXMPR006 Obtain andmanage sponsorship

PERFORMANCEEVIDENCE


determine sponsorship requirements for at least twobusiness activities, products, services or events, andobtain sponsorship

develop clear, concise and professional proposals for theabove business activities, products, services or events,including:

◦ electronic presentation

◦ printed promotional material

monitor and manage the above sponsorship arrangementsfor the period of the sponsorship contract

follow organisational practices and protocols whenmanaging sponsorship activities

demonstrate effective communication and negotiation withsponsors.

KNOWLEDGEEVIDENCE


particular industry sector and business type:

◦ business activities or events which would appeal tosponsors

◦ potential sponsorship opportunities and sources offinance

protocols for sponsor contact and accessing sponsorshipopportunities

packages that can be offered to sponsors

formats for and inclusions of sponsorship proposals

sponsorship documentation:

◦ activity reports or schedules

◦ contracts

◦ feedback documentation

◦ financial records

features of sponsorship contracts and agreements:◦ legal requirements to supply services as contracted

and ramifications of failure to comply

◦ sponsor reporting expectations and requirements.


Skills must be demonstrated in an operational tourism, travel,hospitality or events business with which a sponsor can beinvolved. This can be:






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computers, printers and software packages to designeffective sponsorship proposals

current commercial sponsorship contract templates

sponsors to allow the individual to communicate, negotiateand manage sponsorship arrangements; these can be:




LINKSCompanion Volume Implementation Guide:http://www.serviceskills.com.au/resources






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SITXMPR007 Develop and implement marketing strategies


UNIT TITLE Develop and implement marketing strategies

APPLICATION This unit describes the performance outcomes, skills andknowledge required to analyse internal and external businessenvironments, and develop and evaluate marketing strategiesand plans for products and services.

The unit applies to all industry sectors, and to individuals insenior marketing or management roles. This may includethose whose primary role is marketing related, or those forwhom marketing is a part of a broader job responsibility.

Marketing strategies could be developed for a new or existingproduct or service, a small or medium-sized businessorganisation, a destination or a specific project, such as anevent.







essential outcomes


1. Collect and analyseinformation on theinternal businessenvironment.

1.1. Confirm core activities, customer base, business valuesand current business direction.

1.2. Identify and analyse information on current and pastmarketing and its effectiveness.

1.3. Review business performance information to identifystrengths, weaknesses and critical success factors.

1.4. Identify and record current capabilities and resources,including the need for specialist assistance.1.5. Record and report information according to

organisational requirements.

2. Collect and analyseinformation on theexternal businessenvironment.

2.1. Identify and analyse information on expected marketgrowth or decline, and associated risk factors.

2.2. Record and analyse projected changes in the labourforce, population and economic activity.

2.3. Gather and analyse comparative market information.2.4. Identify and analyse industry and customer trends and

developments, including emerging technologies andinnovations.

2.5. Identify and analyse legal, ethical and sustainabilityrequirements and potential business impacts.



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2.6. Record and report information according toorganisational requirements.

3. Develop marketing

strategies.

3.1. Identify and analyse opportunities based on internal and

external market analysis.3.2. Explore new and innovative marketing approaches.3.3. Develop marketing strategies that are consistent with

direction and values of the organisation.3.4. Develop strategies in consultation with key stakeholders,

integrating legal, ethical and sustainability considerations.

4. Prepare marketingplan.

4.1. Formulate marketing plan that clearly communicatespriorities, responsibilities, timelines and budgets.

4.2. Provide timely opportunities for colleagues to contributeto marketing plan.

4.3. Submit marketing plan for approval according toorganisational policy.

5. Implement andmonitor marketingactivities.

5.1. Implement and monitor activities detailed in planaccording to schedule and contingencies.

5.2. Produce marketing reports according to organisationalpolicy.

5.3. Share information on marketing activities with operationalstaff to maintain awareness of current organisationalfocus.

6. Conduct ongoingevaluation.

6.1. Evaluate marketing activities using agreed methods andbenchmarks.

6.2. Make adjustments according to evaluation.6.3. Communicate and implement agreed changes.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: research complex and potentially unfamiliar business andmarketing information.

Writing skills to: write complex plans and reports.


proactively identify creative marketing opportunities.


skills to:

coordinate complex planning and implementation

processes.Technology skills to: evaluate the potential of current and emerging marketingtechnologies.


SITXMPR502 Develop and implement marketing strategies







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TITLE Assessment Requirements for SITXMPR007 Develop andimplement marketing strategies

PERFORMANCE

EVIDENCE



develop a marketing strategy and plan for a product orservice, including:

◦ identifying current and relevant marketing issues

◦ detailed, realistic implementation and monitoringprogram specific to the product or service

◦ details of marketing techniques and distributionnetworks specific to the product or service

◦ opportunities presented by new technologies

research and critically analyse internal and externalbusiness environments relevant to the above product or

service evaluate and report on the above marketing strategy and

plan against the following criteria:

◦ consistency with overall marketing direction

◦ exposure achieved

◦ penetration of target market

◦ cost-effectiveness of financial and human resources

◦ completion of strategy within established timeframe

◦ recommendations for strategic responses based onevaluation.

KNOWLEDGEEVIDENCE


data collection tools and research methodologies ofparticular relevance to marketing

marketing planning techniques and formats and keyfeatures of a marketing plan

internal and external issues that impact on marketplanning in a given industry context

internal capabilities and resource considerations:

◦ communication capabilities

◦ e-business capacity

◦

equipment capacity◦ financial resources

◦ hours of operation

◦ human resources

◦ location and position

◦ staff skill levels

comparative market information relevant to marketingstrategies:

◦ benchmarking

◦ best practice information

◦ competitor information

industry marketing and distribution networks in therelevant context



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new and innovative marketing strategies in the relevantindustry context, and in particular current and emergingmarketing technologies and the opportunities they present

legal issues that impact on marketing activities:◦ Australian consumer law

◦ copyright and intellectual property considerations

◦ the Privacy Act 1988

◦ specific issues arising from use of new technologies

ethical considerations for marketing:

◦ appropriate use of images and text

◦ codes of practice

◦ protection of children

◦ targeting of particular groups in the community

sustainability considerations, opportunities andconstraints for marketing in the relevant context, andthose related to:

◦ cultural and social sustainability

◦ economic sustainability of marketing initiatives

◦ resource conservation and waste minimisation.


Skills must be demonstrated in an operational businessoperation or activity. This can be:




real or simulated product or service for which marketplanning can be undertaken

current information and communications technology tosupport the research and planning process

group of stakeholders who contribute to the planningprocess and customers to whom products and servicesare marketed; these can be:

◦ those in an industry workplace who are assisted bythe individual during the assessment process; or

◦ individuals who participate in role plays or simulatedactivities, set up for the purpose of assessment, in a

simulated industry environment operated within atraining organisation.








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SITXMPR008 Prepare and present proposals


UNIT TITLE Prepare and present proposals

APPLICATION This unit describes the performance outcomes, skills andknowledge required to prepare and present tenders, proposalsor bids either as a response to a tender brief or as a proposalcreated and offered. It requires the ability to analyse clienttender specifications or needs, determine organisational abilityto meet those requirements, and to prepare and presentinformation that is relevant to client criteria or needs.

The unit applies to all tourism, travel, hospitality and eventsectors and the tender proposal or bid may be for a one-off

occasion, a series of occasions, or for an extended contract todeliver products and services.

It applies to senior personnel who operate independently orwith limited guidance from others and who are responsible formaking a range of financial and operational decisions.







essential outcomes


1. Analyse tenderrequirements andorganisationalcapacity to meet

them.

1.1. Analyse tender brief, product specifications and needs.1.2. Seek clarification of product and service requirements

from organisation requesting or requiring the tender.1.3. Complete assessment of organisational capacity to

provide products and services.1.4. Determine viability and, if progressing to a proposal orbid, a plan of action for submission.

2. Develop details forinclusion in proposal.

2.1. Seek assistance to prepare proposal or bid, andcoordinate input.

2.2. Prepare budget for providing products and services.2.3. Develop quotation for products or services to be

provided.2.4. Consider competitor pricing structure and make

reasonable cost adjustments to ensure price-competitivequote.

2.5. Collect and collate operational information for analysis

and inclusion in proposal.



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2.6. Develop specifications for products and services to beprovided.

2.7. Access and prepare supporting information for inclusion

in proposal or bid.2.8. Seek support for proposal or bid from relevant individualsand agencies.

3. Prepare writtenproposal.

3.1. Present clear and comprehensive information relevant toclient tender criteria and needs.

3.2. Incorporate all supporting information.3.3. Present materials according to organisational style

preferences in format that maximises use of strategic andcreative techniques, and promotes the organisation.

3.4. Evaluate finished proposal, make any requiredadjustments, and obtain approval to submit if necessary.

4. Submit proposal and

seek feedback.

4.1. Lodge all proposal materials at designated location and

within designated deadlines.4.2. Maintain copies of tender documents according to

organisational procedures.4.3. Provide additional information as requested.4.4. See feedback on tender outcomes to inform future

proposals.

FOUNDATION SKILLS



SKILLS DESCRIPTION

Reading skills to: interpret client product and service specifications whichdeal with complex ideas and concepts

research operational issues for use within the proposal.

Writing skills to: develop detailed proposals that respond to client tenderneeds while at the same time take account oforganisational capacity.

Numeracy skills to: interpret and analyse financial information and usecomplex calculations to develop budgets and quotations.

Learning skills to: monitor tender outcomes and identify issues that impact onfuture tenders.

Problem-solving skills to:

identify deficiencies in proposals and identify viablesolutions.


access and sort information required for tender preparationwithin designated deadlines.

Technology skills to: use computers, word processing programs, presentationand accounting software packages and to presentinformation in a compliant format.


SITXADM501 Prepare and present proposals







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TITLE Assessment Requirements for SITXMPR008 Prepare andpresent proposals

PERFORMANCE

EVIDENCE



prepare one proposal for a product and one proposal for aservice, each of which responds to tender specifications orclient needs, and includes:

◦ capacity of organisation to produce product or provideservice

◦ organisation’s management structure and services

◦ policies, procedures and practices to be managed aspart of tender

◦ product or service specifications

◦ resources that will be used and associated supplier,

supply and cost specifications◦ special, technical, new or hired equipment required to

produce product or provide service

◦ transport requirements and costs

comply with the following criteria when preparing each ofthe above proposals:

◦ eligibility criteria for submission

◦ formatting requirements

◦ lodgement specifications

◦ tender specifications

◦ questions to be answered

effectively analyse client tender brief, specifications andneeds in relation to each of the above proposals andconfirm viability before proceeding

present professional and creative proposals that:

◦ promote the organisation

◦ meet commercial time constraints.

KNOWLEDGEEVIDENCE



◦ formats for and inclusions of tender proposals or bids

◦

presentation techniques for proposal and bid materialsand current technology options

◦ role and nature of tender, proposal or bid processes

◦ sources of specialist advice and expertise fordeveloping proposals and bid materials


◦ full details of organisational products, services andfacilities

◦ operational requirements and production logistics fordelivering the products and services subject to tender,proposal or bid

◦ sources of costs for products, services and fees

◦ sources of organisational information to be included intender proposals



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◦ standards of presentation and contents of style guides

factors that impact organisational capacity to meet atender:

◦

budgetary constraints outlined in the tender brief◦ compliance with regulations

◦ diversification from products and services currentlyoffered

◦ geographic constraints

◦ likely profit

◦ other conflicting projects

◦ resource capacity of organisation to provide scope ofproducts and services

◦ risk assessment of providing the products andservices

factors to assess in determining viability to meet tenderrequirements:

◦ ability to meet lodgement deadline

◦ ability to meet tender criteria and provide fullinformation required

◦ competition and prospect of winning the tender

◦ cost of preparing tender

supporting materials for bids and proposals:

◦ awards won by the organisation

◦ copies of:- business registration- industry accreditations

- insurance policies- licences- membership of organisations- qualifications

◦ details of current client base

◦ organisational and individual employee profiles

◦ photographs of current or previous products andservices

◦ plans, drawings and job specifications

◦ product and service manuals

◦ references and details of other successfulundertakings

◦ sample promotional materials

◦ samples of work

◦ structure of organisation

◦ testimonials

methods to manage intellectual property of product andservice concepts

features and functions of presentation software packagesused to prepare professional and comprehensive tenderinformation.



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Skills must be demonstrated in a tourism, hospitality or eventsenvironment where tenders, proposals or bids are prepared.This can be:


Assessment must ensure access to: computers, printers andsoftware programs currently used to prepare proposals:

organisational templates:

◦ budgets

◦ proposals

◦ product or service specifications

tender briefs and specifications for products and services

financial and operational data used to prepare tenders

customers seeking services via a tender process andteam members from whom to seek input on proposalpreparation; these can be:

◦ those in an industry workplace who are assisted bythe individual during the assessment process; or









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WHS Work Health and Safety

SITXWHS001 Participate in safe work practices

UNIT CODE SITXWHS001

UNIT TITLE Participate in safe work practices

APPLICATION This unit describes the performance outcomes, skills andknowledge required to incorporate safe work practices intoown workplace activities. It requires the ability to followpredetermined health, safety and security procedures and toparticipate in organisational work health and safety (WHS)management practices.

The unit applies to all tourism, travel, hospitality and eventsectors and to any small, medium or large organisation.

All personnel at all levels use this skill in the workplace duringthe course of their daily activities.

The unit incorporates the requirement for all employees understate and territory WHS legislation, to participate in themanagement of their own health and safety, that of their

colleagues and anyone else in the workplace. They mustcooperate with their employer and follow practices to ensuresafety at work.



COMPETENCY FIELD Work Health and Safety




essential outcomes


1. Work safely. 1.1. Follow organisational health and safety procedures.1.2. Incorporate safe work practices into own workplace

activities.1.3. Follow safety directions of supervisors, managers and

workplace safety warning signs.1.4. Use personal protective equipment and clothing or

designated uniform.1.5. Promptly report unsafe work practices, issues and

breaches of health, safety and security procedures.



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1.6. Identify and remove hazards from immediate workplacearea and report all workplace hazards as they arise.

2. Follow procedures

for emergencysituations.

2.1. Recognise emergency and potential emergency

situations.2.2. Follow organisational security and emergencyprocedures.

2.3. Seek assistance from colleagues or authorities duringemergency situations.

2.4. Complete emergency incident reports accurately,following organisational procedures.

3. Participate inorganisational WHSpractices.

3.1. Participate in WHS management practices developed bythe organisation to ensure a safe workplace.

3.2. Actively participate in the WHS consultation processes.3.3. Report WHS issues and concerns as they arise.

FOUNDATION SKILLS


SKILLS DESCRIPTION


report hazards and emergency incidents according toorganisational procedures.

Reading skills to: interpret workplace safety signs, procedures andemergency evacuation plans.

Writing skills to: complete basic template reports about hazards andemergency incidents according to organisationalprocedures.


SITXWHS101 Participate in safe work practices







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TITLE Assessment Requirements for SITXWHS001 Participate insafe work practices

PERFORMANCE

EVIDENCE



demonstrate the use of predetermined health, safety andsecurity procedures and safe work practices in workfunctions on at least three occasions

demonstrate correct procedures to respond in line withorganisational security and emergency procedures duringone emergency or potential emergency situation, seekingassistance where appropriate

participate in one of the following work health and safety(WHS) consultation activities:

◦ discussion with, or formal report to, WHS

representatives regarding a WHS matter◦ discussion with supervisor or manager regarding a

WHS matter

◦ staff meeting that involves WHS discussion.

KNOWLEDGEEVIDENCE


basic aspects of the relevant state or territory occupationalhealth and safety (OHS) or WHS legislation:

◦ actions that must be adhered to by businesses

◦ employer responsibilities

◦ employee responsibilities to participate in WHSpractices

◦ employee responsibility to ensure safety of self, otherworkers and other people in the workplace within thescope of own work role

◦ ramifications of failure to observe OHS or WHSlegislation and organisational policies and procedures


◦ workplace hazards and associated health, safety andsecurity risks

◦ contents of health, safety and security procedures

relating to:- evacuation of staff and customers- security management of cash, documents,

equipment, keys or people

◦ format and use of template reports for hazards andincident and accident reporting

◦ safe work practices for individual job roles

◦ procedures for WHS management practices:- hazard identification- WHS induction training- safe work practice training- suggesting inclusions for WHS policies and

procedures.



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Skills must be demonstrated in an operational businessenvironment. This can be:




current plain English regulatory documents distributed bythe local WHS government regulator

codes of practice and standards issued by governmentregulators or industry groups

WHS information and business management manualsissued by industry associations or commercial publishers

current commercial policies, procedures and templatedocuments used for managing WHS practices.








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SITXWHS002 Identify hazards, assess and control safety risks


UNIT TITLE Identify hazards, assess and control safety risks

APPLICATION This unit describes the performance outcomes, skills andknowledge required to identify hazards, assess the associatedworkplace safety risks, take measures to eliminate or minimisethose risks, and document all processes.


All people working at all levels can participate in riskassessments which are commonly conducted as a team effort.

Frontline operational personnel, who operate with some levelof independence and under limited supervision, would assistother colleagues during the process. Individuals may conductthe assessments independently of others.

This unit incorporates the requirement, under state andterritory work health and safety (WHS) legislation, forbusinesses to conduct risk assessments involving theirworkers to manage the safety of those workers and anyoneelse in the workplace.







essential outcomes


1. Identify hazards. 1.1. Access and use hazard identification and riskassessment tools and template documents.1.2. Use appropriate methods to identify actual or foreseeable

hazards that have the potential to harm the health andsafety of workers or anyone else in the workplace.

1.3. Work alone or with other personnel to identify hazards.1.4. Keep records of identified hazards according to

organisational procedures.

2. Assess the safetyrisk associated witha hazard.

2.1. Access and use risk assessment tools and templatedocuments.

2.2. Work alone or with other personnel to use a systematicmethod to assess the risk.

2.3. Collect sufficient evidence of the type and level of riskposed by the identified hazard.



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2.4. Document the outcome of the risk assessment,suggesting actions to eliminate or control risks.

2.5. Keep records of risk assessments according to

organisational procedures.3. Eliminate or controlthe risk.

3.1. Discuss ways of eliminating or controlling the risk withothers.

3.2. Take measures to eliminate or control risks.

FOUNDATION SKILLS


SKILLS DESCRIPTION

Reading skills to: interpret hazard identification and risk assessmenttemplate documents and organisational policies and

procedures.Oral communicationskills to:

assertively suggest control methods during riskassessments.

Numeracy skills to: score the risks and calculate an overall risk level for theidentified hazard.

Teamwork skills to: actively and cooperatively participate in group riskassessments

suggest effective controls while incorporating the views ofother people in the workplace.


SITXWHS301 Identify hazards, assess and control safety risks







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TITLE Assessment Requirements for SITXWHS002 Identifyhazards, assess and control safety risks

PERFORMANCE

EVIDENCE



use organisational work health and safety (WHS) plan toidentify each of the following types of actual or foreseeableworkplace hazards:

◦ physical environment

◦ plant

◦ work practice

◦ security issue

assess the safety risk associated with each of the abovehazards, using appropriate risk assessment tools andtemplate documents

take measures to eliminate or control the risks identified foreach of the above hazards in line with organisationalprocedures.

KNOWLEDGEEVIDENCE


basic aspects of the relevant state or territory occupationalhealth and safety (OHS) or WHS legislation, specificallyrequirements for:

◦ when, where and how hazards must be identified

◦ when, where and how risk assessments must be

conducted◦ consultation in the hazard identification and risk

assessment process

◦ WHS committees or WHS representatives asmechanisms for consultation

◦ record keeping


◦ group risk assessment mechanisms commonly used

◦ format and use of appropriate hazard identification andrisk assessment templates

◦ commonly used methods for identifying hazards in the

workplace◦ common methods applied to the assessment of safety

risks

◦ four-stage process model recommended and publishedby state and territory WHS authorities

◦ systematic method to assess risk:- identifying the injury or illness or consequences that

could result from the hazard- determining the exposure to the hazard- estimating the probability that an incident or injury

will occur- determining an overall risk level for the identified

hazard◦ common methods applied to controlling risks:



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- substituting a system of work or equipment withsomething safer

- isolating the hazard

- introducing engineering controls- adopting administrative controls- using personal protective equipment- implementing combined control methods to

minimise risk

◦ measure to eliminate or control risk:- implementing control measures when responsible- making suggestions for ways of eliminating or

controlling risks- referring to a higher level staff member for decision

on implementing controls

◦ five-step hierarchical process model recommended

and published by state and territory WHS authorities◦ hazard identification and risk assessment procedures

appropriate methods to identify hazards:

◦ conducting site safety audits

◦ completing safety checklists

◦ inspecting workplace

◦ observing daily activities

◦ investigating accidents and incidents

◦ reviewing injury or illness registers

◦ monitoring workplace environment

◦ investigation of staff complaints or reports of safety

concerns◦ review of staff feedback via consultative processes:

- meetings- surveys- suggestion box submissions

people involved in the assessment of risk:

◦ contractors

◦ managers

◦ WHS committee members

◦ WHS representatives

◦ peers and colleagues

◦ staff under supervision

◦ supervisors◦ tourism suppliers.


Skills must be demonstrated in an operational tourism, travel,hospitality or events environment where hazards must beidentified and risk assessed. This can be:




current plain English regulatory documents distributed by

the local WHS government regulator



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current commercial policies and procedures, and hazard

identification and risk assessment template documents.








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SITXWHS003 Implement and monitor work health and safety practices


UNIT TITLE Implement and monitor work health and safety practices

APPLICATION This unit describes the performance outcomes, skills andknowledge required to implement predetermined work healthand safety practices designed, at management level, to ensurea safe workplace. It requires the ability to monitor safe workpractices and coordinate consultative arrangements, riskassessments, work health and safety training, and themaintenance of records.


It applies to those people who operate independently or withlimited guidance from others. This includes supervisors anddepartmental managers.

This unit incorporates the requirement, under state andterritory work health and safety (WHS) legislation, forbusinesses to take a systematic approach to managing thesafety of their workers and anyone else in the workplace.







essential outcomes


1. Provide information

on health, safety andsecurity.

1.1. Explain relevant WHS information to personnel.

1.2. Make all current WHS information readily accessible tostaff.

2. Monitor safe workpractices.

2.1. Monitor adherence to organisational WHS procedures.2.2. Monitor ongoing compliance with safe work practices.2.3. Take prompt action to address non-compliance with

procedures and safe work practices.2.4. Monitor day-to-day effectiveness of WHS practices in

maintaining the health, safety and security of personnel.

3. Coordinateconsultativearrangements for themanagement of

health, safety andsecurity issues.

3.1. Coordinate the operation of all consultative processes.3.2. Provide opportunity for staff members to contribute their

views on current and future WHS management practices.3.3. Resolve or refer issues raised through WHS consultation

to the appropriate person.



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3.4. Provide timely staff and own feedback on WHSmanagement practices to the designated person.

4. Implement and

monitor proceduresfor identifyinghazards, andassessing andcontrolling risks.

4.1. Coordinate scheduled hazard identification activities,

ensuring hazards are identified at times designated bylegislation.4.2. Identify any hazards on an ongoing basis during own

day-to-day workplace operations.4.3. React to reports of hazards by other workers, and

coordinate and participate in risk assessments.4.4. Implement any risk control methods or refer to

appropriate person if control is outside scope ofresponsibility.

4.5. Monitor effectiveness of control measures, promptlyidentify any inadequacies, and resolve or report them tothe appropriate person.

5. Implement andmonitor health,safety and securitytraining.

5.1. Identify WHS training needs based on regular staffmonitoring.

5.2. Make arrangements for fulfilling training needs.5.3. Monitor effectiveness of training and make required

adjustments.

6. Maintain WHSrecords and reports.

6.1. Complete WHS records and reports accurately andlegibly and store according to organisational and legalrequirements.

6.2. Use data and reports to provide reliable and timely inputinto the management of workplace health, safety andsecurity.

6.3. Minimise use of printed materials and maximise

electronic transmission and filing of all documents toreduce waste.

FOUNDATION SKILLS

This section describes those language, literacy, numeracy and employment skills that are essential to

performance. Foundation skills essential to performance in this unit, but not explicit in the performance criteria

are listed here, along with a brief context statement.

SKILLS DESCRIPTION

Reading skills to: interpret unfamiliar and complex materials describingregulatory requirements for WHS management andorganisational policies and procedures.

Writing skills to: write high level reports about the effectiveness of WHSmanagement practices, making recommendations forchange and complete accurate records for regulatorycompliance.


discipline non-compliant personnel

conduct sometimes complex WHS consultation activities

explain all WHS procedures and information on safe workpractices.

Problem-solving skills to: incorporate the views of other people consulted in theworkplace

analyse WHS system deficiencies and recommend

required change.



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Teamwork skills to: monitor staff members’ daily compliance with WHSmanagement practices and counsel on non-compliance.

UNIT MAPPING

INFORMATION

SITXWHS401 Implement and monitor work health and safety

practicesLINKS Companion Volume Implementation Guide:







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TITLE Assessment Requirements for SITXWHS003 Implementand monitor work health and safety practices

PERFORMANCE

EVIDENCE



implement and monitor adherence to workplace health andsafety procedures in three of the following real or simulatedsituations:

◦ evacuation of staff and customers

◦ security management of cash, documents, equipment,keys or people

◦ handling chemicals and hazardous substances

◦ hazard identification and reporting

◦ incident and accident reporting

◦ risk assessment and reporting

coordinate consultative processes for managing the aboveworkplace health, safety and security issues

coordinate risk assessments, WHS training, and themaintenance of records relating to above situations

monitor the effectiveness of the WHS system and identify:

◦ required adjustments

◦ staff training needs

demonstrate management practices that must beimplemented for compliance with state or territoryoccupational health and safety (OHS) or WHS legislationduring above situations.

KNOWLEDGEEVIDENCE


primary components of relevant state or territory OHS orWHS legislation:

◦ actions that must be taken for legal compliance

◦ employer responsibilities to provide a safe workplace

◦ requirement to consult, and acceptable consultationmechanisms

◦ requirements for the use of WHS representatives andcommittees, and their roles and responsibilities

◦

requirements for hazard identification, riskassessment, risk control and acceptable mechanisms

◦ requirements for record keeping and acceptablerecord keeping mechanisms

◦ requirement to provide information and training

◦ employee responsibilities to ensure safety of self,other workers and other people in the workplace

◦ employee responsibility to participate in WHSpractices

◦ ramifications of failure to observe OHS or WHSlegislation and organisational policies and procedures




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◦ full content of WHS policies and procedures; andconsultation, hazard identification, risk assessmentand reporting documents

◦

methods used for WHS consultation, hazardidentification and risk assessment

◦ options for the provision of training:- coaching or mentoring in safe work practices- formal training programs in safe work practices

◦ hazard identification, risk assessment and control

◦ WHS policy and procedure induction

◦ WHS representative or committee

◦ provision of information, fact sheets and signage toensure safe work practices

WHS information:

◦ consultative arrangements for WHS

◦ employee roles and responsibilities in WHSmanagement practices

◦ legal obligations and ramifications of failure to comply

◦ location of first aid kit and emergency evacuation plan

◦ WHS training information and updates

◦ policies:- overall approach of organisation to WHS- participation of personnel in WHS management

practices- responsibilities of employees to ensure safety

◦ procedures

◦ specific risk control measures relevant to the

workplace

◦ specific regulations and codes of practice

◦ use of:- hazard identification reporting documents- risk assessment template documents

consultative processes:

◦ a diary, whiteboard or suggestion box used by staff toreport issues of concern

◦ fact sheets to fully inform personnel about WHS rightsand responsibilities

◦ formal WHS representatives and committees

◦ formal meetings with agendas, minutes and actionplans

◦ informal meetings with notes

◦ WHS discussions with employees during the course ofeach business day

◦ recording issues in a management diary

◦ regular staff meetings that involve WHS discussions

◦ seeking staff suggestions for content of WHS policiesand procedures

◦ special staff meetings or workshops to specificallyaddress WHS issues

◦ staff handbook containing WHS information



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◦ surveys or questionnaires that invite staff feedback onWHS issues

time requirements for hazard identification:

◦

when changes to the workplace are implemented:- before the premises are used for the first time- before and during the installation or alteration of

any plant- before changes to work practices are introduced

◦ when any new information relating to health andsafety risks becomes available

required WHS records and reports:

◦ consultation

◦ hazard identification

◦ incident and accident notifications to WHS regulatoryauthorities

◦ incident or accident, near miss reports and relatedstatistics

◦ monitoring reports and recommendations for change:- agendas for and minutes of meetings- committee members- consultation decisions and follow-up actions- consultation processes- diaries of meetings- WHS information provided to personnel- risk controls- safe work practices

◦

risk assessments◦ risk control actions

◦ training action plans

◦ training undertaken.


Skills must be demonstrated in an operational tourism, travel,hospitality or events business operation where WHSmanagement practices are implemented and monitored. Thiscan be:




computers, software programs, printers andcommunication technology used to administer theimplementation and monitoring of a WHS system

relevant state or territory WHS legislation

current plain English regulatory documents distributed bythe local WHS government regulator

codes of practice and standards issued by governmentregulators or industry groups


current commercial WHS policies and procedures



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operational team for which the individual coordinatesWHS management practices; this can be:

◦ teams in an industry workplace who are assisted by

the individual during the assessment process; or◦ individuals who participate in role plays or simulated









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SITXWHS004 Establish and maintain a work health and safety system


UNIT TITLE Establish and maintain a work health and safety system

APPLICATION This unit describes the performance outcomes, skills andknowledge required to develop, implement and sustaineffective, professional and contemporary work health andsafety (WHS) management practices. It requires the ability toestablish and review systems, policies and proceduresdesigned to ensure a safe workplace.


It applies to those senior managers who operate withsignificant autonomy and are responsible for making a rangeof strategic management decisions.

This unit incorporates the requirement, under state andterritory WHS legislation, for businesses to take a systematicapproach to managing the safety of their workers and others inthe workplace.







essential outcomes


1. Establish andmaintain a

framework forhealth, safety andsecurity.

1.1. Access and interpret key legislative documents to ensureWHS system complies with regulatory requirements,

standards and codes.1.2. Design a WHS management system to suitcharacteristics and needs of the organisation, inconsultation with appropriate personnel.

1.3. Identify and provide adequate financial, human andspecialist external resources to address WHSmanagement practices.

1.4. Develop and clearly articulate WHS policies andprocedures in a format readily accessible to allpersonnel.

1.5. Define and allocate health, safety and securityresponsibilities within relevant job descriptions.

1.6. Consult with key personnel, and develop and implementa plan for WHS training requirements.



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1.7. Establish and monitor a system for keeping WHSrecords.

1.8. Establish and maintain systems to ensure communication

of WHS information to personnel.2. Establish andmaintain consultativearrangements for themanagement ofhealth, safety andsecurity.

2.1. Establish and maintain appropriate consultativeprocesses to suit characteristics and needs oforganisation.

2.2. Plan for and ensure that consultation is conducted attimes designated by legislation.

2.3. Resolve issues raised through consultation.2.4. Provide employees with accessible information on the

outcomes of consultation.

3. Establish andmaintain practicesfor identifying

hazards, andassessing andcontrolling risks.

3.1. Develop or access hazard identification and riskassessment templates that incorporate criteria forassessing risks.

3.2. Plan for and ensure systematic hazard identification attimes designated by legislation.

3.3. Develop procedures for the ongoing identification oftypes of hazards designated by legislation.

3.4. Develop procedures for the assessment and control ofrisks associated with identified hazards.

3.5. Nominate within procedures the roles and responsibilitiesof personnel for hazard identification, risk assessmentand risk control.

3.6. Take a lead role in controlling risks, includingimplementing interim or emergency solutions.

3.7. Manage the response to any incident or accident, and

follow legislative requirements for notifying andcooperating with WHS government regulators.

4. Evaluateorganisationalhealth, safety andsecurity system.

4.1. Assess and maintain ongoing compliance withoccupational health and safety (OHS) or WHS legislationand regulatory requirements, standards and codes.

4.2. Consult with a range of personnel to elicit feedback onWHS policies, procedures and practices.

4.3. Assess effectiveness of WHS management practices anddevelop, implement, document and communicateimprovements and changes to the WHS system.

FOUNDATION SKILLSFoundation skills essential to performance in this unit, but not explicit in the performance criteria are listedhere, along with a brief context statement.

SKILLS DESCRIPTION

Reading skills to: interpret unfamiliar and complex materials describingregulatory requirements for WHS management systemsand internal reports providing operational feedback aboutthe effectiveness of practices

develop comprehensive yet easily accessible WHSpolicies, procedures and template documents.

Writing skills to: construct high level reports about the effectiveness of WHS

management practices and rationale for any change.



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discuss training needs with key supervisory andmanagement personnel

interview personnel about incidents, accidents, or near

misses.Problem-solving skills to: allow for a logical evaluation of the characteristics and

needs of the organisation in order to design a tailored WHSsystem

take a lead role in controlling risks and implementinginterim or emergency solutions

manage the response to any incident or accident.

Teamwork skills to: consult with key personnel and incorporate their views todevelop an effective WHS system.


plan for, establish and regularly monitor all components ofa WHS management system.


SITXWHS601 Establish and maintain a work health and safetysystem







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TITLE Assessment Requirements for SITXWHS004 Establish andmaintain a work health and safety system

PERFORMANCE

EVIDENCE



establish and implement a complete work health andsafety (WHS) system that covers the followingcomponents:

◦ adequate facilities for the welfare of employees

◦ appropriate management of incidents or accidentsand notification to WHS government regulators

◦ availability of information, instructions, training andsupervision that ensure employees’ health and safety

◦ safe:- machinery, equipment and materials

- premises- provision of entrances and exits that are safe- systems of work- work environment

evaluate and identify improvements to WHS practiceswithin the above system

develop comprehensive WHS system documents tosupport above system

demonstrate management practices that must beestablished and maintained for compliance of abovesystem with state or territory occupational health and

safety (OHS) or WHS legislation.

KNOWLEDGEEVIDENCE


structure, characteristics and needs of the organisationthat the WHS system must address

objectives, components and comprehensive details ofrelevant state or territory OHS or WHS legislation:

◦ actions that must be taken for legal compliance

◦ employer responsibilities to provide a safe workplace

◦ requirement to consult, designated times forconsultation and acceptable consultation mechanisms

◦ requirements for the use of WHS representatives andcommittees, and their roles and responsibilities

◦ designated times for hazard identification andcategories of hazards that must be identified

◦ acceptable mechanisms for hazard identification, riskassessment and risk control

◦ requirements for record keeping and acceptablerecord keeping mechanisms

◦ requirement to provide information and training

◦ employee responsibilities to ensure safety of self,other workers and other people in the workplace

◦ employee responsibility to participate in WHSpractices



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objectives, components and comprehensive details ofWHS codes of practice and standards developed byindustry or regulatory bodies

ramifications of failure to observe OHS or WHS laws andcodes of practice

methods of receiving updated information on OHS orWHS laws and codes of practice

components of WHS management systems

considerations in the formulation of WHS policies andprocedures:

◦ consultation

◦ emergencies

◦ evacuation of staff and customers

◦ handling chemicals and hazardous substances

◦ hazard identification and reporting

◦ incident and accident management and notification toWHS regulatory authorities

◦ incident and accident reporting by staff

◦ ongoing monitoring of risk control

◦ overall organisational approach to WHS

◦ participation of personnel in WHS managementpractices

◦ responsibilities of employees to ensure safety

◦ risk assessments and reporting

◦ safe work practices

◦ secure management of:

- cash- documents- equipment- keys- people

consultative processes:

◦ diary, whiteboard or suggestion box used by staff toreport issues of concern

◦ fact sheets to fully inform personnel about WHS rightsand responsibilities

◦ formal WHS representatives and committees

◦ formal meetings with agendas, minutes and actionplans

◦ informal meetings with notes

◦ WHS discussions with employees during the course ofeach business day

◦ recording issues in a management diary

◦ regular staff meetings that involve WHS discussions

◦ seeking staff suggestions for content of WHS policiesand procedures

◦ special staff meetings or workshops to specificallyaddress WHS issues

◦ staff handbook containing WHS information

◦ surveys or questionnaires that invite staff feedback onWHS issues



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time requirements for hazard identification:

◦ when changes to the workplace are implemented:- before the premises are used for the first time

- before and during the installation or alteration ofany plant- before changes to work practices are introduced

◦ when any new information relating to health andsafety risks becomes available

approaches to assessing the effectiveness of WHSmanagement systems:

◦ monitoring the ongoing effectiveness of risk controlmethods

◦ reviewing:- incidents, accidents or near misses- WHS reports

- WHS statistics methods used by the specific industry sector and

organisation to:

◦ conduct consultation when developing policies andprocedures

◦ communicate WHS policies, procedures and safeworking practices

◦ conduct ongoing WHS consultation

◦ evaluate the effectiveness of WHS managementpractices

sources of assessment criteria for assessing risks:

◦

developed by external consultancy services◦ outlined in Australian standards

◦ self-determined for the organisation as part of a WHSmanagement system

◦ suggested by industry associations for use bymember businesses

WHS information:

◦ consultative arrangements for WHS

◦ employee roles and responsibilities in WHSmanagement practices

◦ legal obligations and ramifications of failure to comply

◦ location of first aid kit and emergency evacuation plan

◦ WHS training information and updates

◦ policies:- overall approach of organisation to WHS- participation of personnel in WHS management

practices- responsibilities of employees to ensure safety

◦ procedures

◦ specific risk control measures relevant to theworkplace

◦ specific regulations and codes of practice

◦ use of:

- hazard identification reporting documents- risk assessment template documents



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formats for and inclusions of:

◦ policies and procedures

◦ WHS templates for hazard identification and risk

assessment◦ incident, accidents, or near miss reports

◦ reports that document the evaluation of systems andrequired changes

◦ WHS record keeping systems

WHS record requirements:

◦ consultation:- diaries of meetings- agendas for and minutes of meetings- committee members- consultation decisions and follow-up actions

◦ hazard identification

◦ incident or accident notifications to WHS regulatoryauthorities

◦ incident, accident, and near miss reports and relatedstatistics

◦ policies and procedures

◦ risk assessments

◦ risk control actions

◦ training plans

◦ training undertaken.


Skills must be demonstrated in an operational tourism, travel,

hospitality or events business operation for which a tailoredWHS management system can be established andmonitored. This can be:




computers, software programs, printers andcommunication technology used to administer thedevelopment of a WHS system

organisational specifications:

◦

relevant state or territory WHS legislation◦ current plain English regulatory documents distributed

by the local WHS government regulator

◦ codes of practice and standards issued by regulatoryauthorities or industry groups

◦ WHS information and business management manualsissued by industry associations or commercialpublishers

◦ current commercial policies and procedures, andhazard identification and risk assessment templatedocuments

team for which the individual establishes WHS

management practices; this can be:

volume2-crosssectorunitsfinalnovember2015

Documents