RPL Application Report for SITHIND004: Hospitality Service - Frontier

This report is an RPL (Recognition of Prior Learning) application for the unit SITHIND004, focusing on working effectively in hospitality service. The document details the applicant's experience and skills, mapping them to the required elements, skills, and knowledge outlined in the unit. It includes sections on preparing for service, providing service, completing operational tasks, and end-of-shift duties, with detailed descriptions of how the applicant meets each performance criteria. The report also covers skills mapping, including reading, communication, learning, teamwork, self-management, and technology skills, along with knowledge mapping encompassing organizational information, customer-related information, common operational tasks, and end-of-shift procedures. The report includes third-party comments and evidence verification, demonstrating the applicant's competence and experience in the hospitality industry. The report is submitted to Frontier Training & Technology for assessment.

SITHIND004
Work effectively in hospitality service
THIRD PARTY REPORT
RPL PROCESS: Please read the following instructions before completing this form
1. RPL applications are made using Application for RPL form. This form is designed to map the
student’s education, training, life and work competencies to the elements required of the unit and
collect the required evidence to prove the competencies.
2. The following sections of the form must be completed by the applicant:
 Element Mapping & Evidence
 Skills Mapping & Evidence
 Knowledge Mapping & Evidence
 Required Evidence Mapping
 Evidence List
3. Describe how you meet the stated criteria, skill or knowledge. Evidence is required for all elements,
skills, knowledge and required evidence. Attach this evidence to this form and refer to the
attachments as “Attachment A”, Attachment B” etc.
4. This form along with the required evidence is to be submitted directly to the assessor or to Frontier
Training & Technology via mail to 735 Pascoe Vale Road VIC 3046 or via email to
5. An appointed assessor will assess the RPL application and the evidence provided.
6. The assessor will make an appointment to review the RPL application form and the evidence
provided with the learner, gathering more evidence if required. The assessor will provide feedback
to the learner on the outcome of the RPL application immediately.
7. If successful, a copy of the RPL application will be stored with the student file and the RPL decision
will be reflected on the training plan and student records.
8. Students may use the Complaints and Appeals Policy and Procedure if dissatisfied with the outcome
of the RPL application.
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SITHIND004
Work effectively in hospitality service
THIRD PARTY REPORT
Unit: SITHIND004 - Work effectively in hospitality service

SITHIND004
Work effectively in hospitality service
ELEMENT
MAPPING &
EVIDENCE: Element / Performance Criteria
Description
(Describe what you do to meet this
criteria, work, education, experiences
etc.) (your explanation must cover a
situation, location, job type and
outcome of the action)
Third Party Report
(Please comment on the
student’s description)
Prepare for service:
1.1.Plan and organise tasks from
organisational information.
1.2. Develop and review work schedules
and liaise with team members to confirm
and inform others of service
requirements.
1.3. Prepare work area, equipment and
supplies according to procedures to meet
service requirements.
Hospitality industry has to focus on
their services so that they will be able
to attract many customers towards
their business. For this, I have to
make an effective plan and tasks will
be organised in a way for achieving
efficiency. For this, work schedule
should be reviewed on continuous
basis and these should be
communicated with the staff
members via some meetings so that
their understanding can also be
increased. Further, the work area and
equipment’s should be maintained
properly in order to meet specified
requirements.
He has ability to make a
plan on the basis of
service requirements.
Provide service:
2.1. Provide quality customer service,
using appropriate methods and
techniques to meet customer expectations
of quality, presentation and timeliness of
delivery.
2.2. Offer relevant customer information
on products and services.
2.3. Assist customer with choices that
meet individual needs, special requests
and cultural requirements.
2.4. Proactively promote, upsell and cross-
sell products and services according to
organisational procedures.
2.5. Resolve complaints within scope of
own responsibility and use appropriate
communication techniques to deal with
conflict.
Customers are one of the vital factor
which can help the organization in
achieving their goals. I have to follow
quality circle, six sigma and total
quality management in order to
improve services at hospitality
industry. I have to provide some
relevant information of services on
the company’s website to enhance
end user’s knowledge. The
expectations of consumers are
analysed and after that, advertising
practices have been followed so that
people will be able to fulfil their
needs. Customer’s complaints are
resolved on priority basis to satisfy
them with the current services of
hospitality industry.
He has knowledge
regarding to the quality
services to meet the
customer’s
requirements.
Complete operational tasks:
3.1. Follow work schedules and work
cooperatively as part of a team to
maximise efficiency.
3.2. Follow workplace safety and hygiene
procedures.
3.3. Maintain cleanliness and tidiness of
I have to follow operational activities
so that organization can achieve
success. Team members have to
perform their tasks in cooperative
manner and they are following work
schedules. The floors of hospitality
industry should be cleaned on daily
He has an ability to
complete the operational
tasks by following all
work schedules.

SITHIND004
Work effectively in hospitality service
work areas.
3.4. Use organisational procedures and
technology for operational tasks.
3.5. Identify and anticipate operational
problems and take action to
minimise the effect on customer
satisfaction.
basis and at the time of performing
different operations, some safety
measures should be used. Through
this, cleanliness can be ensured which
will help the firm in gaining attention
of different people. After this,
operational issues like work culture,
management and quality are
identified. So, for these, some actions
are adopted by the firm. Further, in
order to ensure operational task, I
made an effective procedure that
have to be followed by an enterprise
which will help in achieving their
goals.
Complete end of shift duties:
4.1. Follow end of shift procedures.
4.2. Complete administration and
reporting requirements.
4.3. Participate in debriefing and handover
sessions with colleagues and suggest
service improvements.
Some duties are there that followed
by every staff member of hospitality
industry so that customers will be
able to get quality services. For this, I
have to adopt end of shift procedure
where all staff members have to look
over the cards, cash and guests. Along
with this, different administrative as
well as management requirements
have to be followed by staff members
in order to accomplish objectives.
Furthermore, all people has to take
participate in the sessions or
workshops with peers and in that,
some recommendations are provided
so that end users will be able to get
quality services.
He has been able to
complete the end of shift
duties by debriefing all
the employees.
SKILLS
MAPPING &
EVIDENCE: Required Skills
Description
(Describe what you do to meet this
skill, work, education, experiences,
etc.)
Third Party Report
(Please comment on the
student’s description)
Did the candidate at all times demonstrate
reading skills to:
o Interpret and follow a range of
organizational procedures and work
schedules.
Did the candidate at all times demonstrate
oral communication skills to:
o liaise with other team members about
service requirements
o listen and respond to diverse range of
customer requests and complaints,
asking questions to clarify and
confirm

SITHIND004
Work effectively in hospitality service
Did the candidate at all times demonstrate
Learning skills to:
o locate key information on
organizational products and services
Did the candidate at all times demonstrate
Teamwork skills to:
o Work cooperatively as part of a team
and provide advice and support as
required.
Did the candidate at all times demonstrate
Self-management skills to:
o integrate all technical skills within
the whole service period,
throughout preparation, service, and
end of shift duties
Did the candidate at all times demonstrate
Self- Technology skills to:
o Use a variety of equipment for day-
to-day work activities.
KNOWLEDGE
MAPPING &
EVIDENCE: Required Knowledge
Description
(Describe what you do to meet this
knowledge, work, education,
experiences)
Third Party Report
(Please comment on the
student’s description)
 Basic organisational information:
o Availability of products,
services and specials
o Menus and beverage lists
o Current promotions, events
and entertainment
o Details of expected business,
customer requirements and
scheduling
o Event or function running
sheets
o Job role and tasks to be
performed
o Local area and venue facilities
o Policies and procedures
o Staff rosters
o Verbal or written advice
affecting job performance
and service requirements
 Information relevant to
customers:
o Customer loyalty programs
o Food menu options and

SITHIND004
Work effectively in hospitality service
specials
o Gaming facilities
o Hotel facilities:
 Gymnasiums and health
facilities
 In-room services
 Laundry services
 Room service
o Local area and venue facilities
o Lost and found services
o Membership benefits
o Prices of products and
services
o Prize nights and special
events
o Product knowledge of food,
alcoholic and non-alcoholic
beverages
o Raffles
 Common operational tasks:
o Communicating orders to the
kitchen
o Ordering stock
o Preparing rooms for guests
o Processing financial
transactions
o Providing porting services
o Selling and preparing drinks
o Selling gaming tickets
o Serving food and beverage
o Taking orders
 End of shift procedures:
o Cleaning work areas and
equipment
o Debriefing sessions and quality
service reviews
o Preparation for the next service
period
o Restocking
o Safe storage of products,
equipment and supplies
 Roles and responsibilities of
service team members
 Organisational policies and
procedures for:

SITHIND004
Work effectively in hospitality service
o Administration and reporting
relating to:
 Completing financial
transactions
 Completing work plans and
schedules
 Handover
o Hygiene, health, safety and
security:
 Completing incident, work
health and safety (whs) and
maintenance reports
o Customer service
o Complaint handling.
REQUIRED
EVIDENCE
MAPPING:
Required Evidence Attachment (eg, A, B, C)
EVIDENCE
VERIFICATION:
THIS SECTION IS TO BE COMPLETED BY AN AUTHORISED FRONTIER TRAINING & TECHNOLOGY ASSESSOR ONLY

SITHIND004
Work effectively in hospitality service