Department of Training
and Workforce Development
Western Australia
RPL Assessment Tool Kit
SIT40307
Certificate IV in Hospitality
First published 2010
ISBN 978-1-74205-501-5
© Department of Training and Workforce Development
All rights reserved.
Western Australian Department of Training and Workforce Development materials, regardless of format, are protected by copyright law.
Permission, however, is granted to Trainers, Assessors and Registered Training Organisations to use, reproduce and adapt the material (third party material excluded) for their Recognition of Prior Learning (RPL) assessment activities.
This permission is subject to the inclusion of an acknowledgement of the source. Permission does not extend to the making of copies for hire or sale to third parties, and provided it is not used for commercial use or sale. Reproduction for purposes other than those indicated above requires the prior written permission of the Western Australian Department of Training and Workforce Development.
Published by and available from
WestOne Services
1 Prospect Place
WEST PERTH WA 6005
Tel: (08) 9229 5200Fax: (08) 9227 8393
Email:
Website:www.westone.wa.gov.au
Acknowledgements
This work has been produced with the assistance of funding provided by the Council of Australian Governments (COAG) National Reform Initiative (NRI).
This resource contains ‘Units of Competency’ from SIT07 Tourism, Hospitality and Events Package – SIT40307 Certificate IV in Hospitality © Commonwealth of Australia 2007 Department of Education Science and Training (DEST), used under the AEShareNet-FfE licence.
Disclaimer
Whilst every effort has been made to ensure the accuracy of the information contained in this RPL Assessment Tool Kit, no guarantee can be given that all errors and omissions have been excluded. No responsibility for loss occasioned to any person acting or refraining from action as a result of the material in this RPL Assessment Tool Kit can be accepted by the Western Australian Department of Training and Workforce Development.
SIT40307 Certificate IV in Hospitality
RPL Assessment Tool Kit
Contents
Recognition of Prior Learning (RPL) Assessment Tool Kit 7
Overview of the Recognition Process 9
PART 1
Section 1 – Assessor’s Information 11
Introduction 13
Explanation of RPL documents 14
Section 2 – List of competencies in this RPL Assessment Tool Kit 15
Qualification Rules 17
List of competencies in this RPL Assessment Tool Kit 19
Units of competency covered in this RPL Assessment Tool Kit 19
Section 3 – Interview Question Bank and Recording Sheets 21
Skill Set 1 – Working with customers and colleagues 23
Skill Set 2 – Health, safety and security 31
Skill Set 3 – Supervision 35
Skill Set 4 – Housekeeping 47
Skill Set 5 – Front office 53
Skill Set 6 – Industry knowledge demonstration 59
Skill Set 7 – Customer service 65
Skill Set 8 – Night audit 69
Section 4 – Practical Tasks and Observation Recording Sheets 73
Practical Tasks 75
Skill Set 1 – Working with customers and colleagues 77
Task 1 – Promote a product or service to a guest 77
Instructions for the candidate 77
Demonstration/Observation Checklist for Task 1 79
Task 2 – Resolve a complaint using negotiating skills 83
Instructions for the candidate 83
Demonstration/Observation Checklist for Task 2 85
Skill Set 2 – Health, safety and security 89
Task 3 – Participate in applying OHS practices in the workplace 89
Instructions for the candidate 89
Demonstration/Observation Checklist for Task 3 91
Task 4 – Clean an area following hygiene control measures to minimise risk 95
Instructions for the candidate 95
Demonstration/Observation Checklist for Task 4 97
Skill Set 3 – Supervision 101
Task 5 – Supervise and train staff to perform their job safely 101
Instructions for the candidate 101
Demonstration/Observation Checklist for Task 5 103
Task 6 – Interpret accounting information and incorporate process to reduce
costs in the workplace 107
Instructions for the candidate 107
Demonstration/Observation Checklist for Task 6 109
Skill Set 4 – Housekeeping 113
Task 7 – Provide housekeeping services to guests 113
Instructions for the candidate 113
Demonstration/Observation Checklist for Task 7 115
Task 8 – Launder linen and guest clothes 121
Instructions for the candidate 121
Demonstration/Observation Checklist for Task 8 123
Skill Set 5 – Front office 127
Task 9 – Perform front office duties 127
Instructions for the candidate 127
Demonstration/Observation Checklist for Task 9 129
Skill Set 6 – Industry knowledge demonstration 133
Task 10 – Provide visitors with general information about a local area
or product 133
Instructions for the candidate 133
Demonstration/Observation Checklist for Task 10 135
Skill Set 7 – Customer service 139
Task 11 – Provide specialist valet or butler services 139
Instructions for the candidate 139
Demonstration/Observation Checklist for Task 11 141
Task 12 – Provide porter services 145
Instructions for the candidate 145
Demonstration/Observation Checklist for Task 12 147
Skill Set 8 – Night audit 151
Task 13 – Check and reconcile daily financial transactions and records,
and produce reports 151
Instructions for the candidate 151
Demonstration/Observation Checklist for Task 13 153
PART 2
Section 5 – Candidate’s Information and Self-Evaluation Forms 157
What is Recognition of Prior Learning (RPL)? 159
How to prepare for your RPL assessment 160
The four steps in the RPL assessment process 162
Candidate’s Information Form 165
Candidate’s Employment History Form 167
Candidate’s Self-Evaluation Form 169
Candidate’s Self-Evaluation for Skill Set 1 – Working with customers and colleagues 171
Candidate’s Self-Evaluation for Skill Set 2 – Health, safety and security 173
Candidate’s Self-Evaluation for Skill Set 3 – Supervision 175
Candidate’s Self-Evaluation for Skill Set 4 – Housekeeping 179
Candidate’s Self-Evaluation for Skill Set 5 – Front office 181
Candidate’s Self-Evaluation for Skill Set 6 – Industry knowledge demonstration 183
Candidate’s Self-Evaluation for Skill Set 7 – Customer service 185
Candidate’s Self-Evaluation for Skill Set 8 – Night audit 187
Section 6 – Third Party Report and Supporting Documentation 189
Third Party Report 191
Supporting Documentation 193
Assessor's Evidence Summary Sheet 195
Section 7 – Mapping of Assessment Tools 197
Mapping Document for Skill Sets 1–8 199
Evidence Matrix 201
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Recognition of Prior Learning (RPL) Assessment Tool Kit
SIT40307 Certificate IV in Hospitality
This RPL Assessment Tool Kit has been developed by the Western Australian Department of Training and Workforce Development, in consultation with industry, as a resource to assist RPL Assessors by providing a set of quality assessment tools which can be used to conduct whole of qualification RPL. This Kit also contains information which can be provided to the candidate.
This kit should be customised to suit the needs of the candidate, employer/industry or Assessor and should reflect the purpose for which it is being used.
It is recommended that prior to using this kit for the first time, and after any modifications or contextualisation, that this assessment kit be validated by the user to ensure it meets the required Australian Qualification Training Framework Standards (AQTF), relevant Training Package requirements and Registered Training Organisation (RTO) policies.
A task-based model for RPL
A process for RPL has been developed that promotes holistic, task-based assessment, and which focuses on relating assessment activities to actual job tasks. The intention of this model is to streamline and simplify recognition processes for prospective candidates. This RPL Assessment Tool Kit has been developed to support this task-based model.
The focus of the new streamlined holistic assessment process is to focus on demonstrated skills and knowledge, and is not reliant on documentary evidence as the main source of evidence.
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Overview of the Recognition Process
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Version 1, January 2010
SIT40307 Certificate IV in Hospitality
Section 1 – Assessor’s Information
PART 1
Section 1
Assessor’s Information
It is important that you complete both Sections 3 (Interview/Questioning) and 4 (Practical Tasks) when completing RPL assessment using this kit.
The RPL process is a streamlined process which does not rely solely on documentary evidence. It uses a combination of questioning, practical assessment and supporting evidence to provide evidence of the candidate’s competence.
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Introduction
Welcome to SIT40307 Certificate IV in Hospitality.
This RPL Assessment Tool Kit contains the 26 units of competency required for the qualification.
It is simply set out, with a covering comprehensive list of instructions at the front of each document, as well as covering instructions for each step of the process, as found in the notes for the Assessor, and notes for the candidate.
Included in this kit are the following documents:
· Assessor’s Information
· Explanation of RPL documents
· Qualification Rules and list of units of competency contained in this kit
· Units of competency separated into skill sets for assessment
· Tool Kits for each cluster:
► Interview Question Bank and Recording Sheets
► Practical Tasks and Observation Recording Sheets
· Candidate’s Information
► Candidate’s Self-Evaluation Form (incorporating Third Party Verification)
· Mapping Documents for all the units of competency included in this kit.
Explanation of RPL documents
a) Interview Question Bank and Recording Sheets (Section 3): The interview question bank is the second stage of the process, in which the Assessor and the candidate confirm the knowledge by discussing a series of questions. Each of these questions includes a series of Key Points, which may assist the Assessor in guiding the discussions.
b) Practical Tasks and Observation Recording Sheets (Section 4): These tools are designed to guide the Assessor and candidate through a workplace observation, proving the candidate’s ability to conduct the specific tasks and skills required for recognition of competence in the particular area.
c) Candidate’s Information and Self-Evaluation Forms (Section 5): This document is for the candidate to assess their suitability for RPL process, by asking them to consider each of the points and assessing their ability against the task. It has been broken into smaller skill groups, clustering like activities together to enable ease of completion. It is then reinforced by the candidate’s supervisor’s comments, both against tasks and as a summary for each group. Thisserves as third party validation of the candidate’s claims.
d) Third Party Report and Supporting Documentation (if applicable) (Section 6): Thethird party verification report is provided for referees, for example the supervisor, to confirm the candidate’s skills and experience in the qualification/occupation. This is particularly useful in addressing employability skill requirements. It is important to note that third party reports are not always available and it is recommended that Assessors use their professional judgement to determine if this is a requirement.
e) Mapping document (Section 7): This tool demonstrates how each of the documents reflects the units of competency in the particular cluster.
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SIT40307 Certificate IV in Hospitality
Section 2 – List of competencies in this RPL Assessment Tool Kit
Section 2
List of competencies in this RPL Assessment Tool Kit
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Qualification Rules
SIT40307 Certificate IV in Hospitality
The following information has been extracted from SIT07 Tourism, Hospitality and Events Training Package December 2007.
Requirements
Successful completion of a total of twenty-six (26) units of competency made up of:
· fourteen (14) core units of competency
and
· twelve (12) electives units of which:
o a minimum of eight (8) units must be selected from the electives listed in the Training Package, volume 1 on pages 170–175
o the remaining four (4) units may be selected from any endorsed Training Package
o a maximum of one (1 ) Language other than English unit may be counted as an elective within this qualification.
In all cases, selection of electives must be guided by the job outcome sought, local industry requirements and the characteristics of this qualification.
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List of competencies in this RPL Assessment Tool Kit
This section identifies the units contained in this kit.
Units of competency covered in this RPL Assessment Tool Kit
The fourteen (14) core units of competency are covered in Skill Sets 1, 2 and 3.
The twelve (12) elective units of competency are covered in Skill Sets 4, 5, 6, 7 and 8.
Note: Not all clusters need to be completed to qualify for this award.
The candidate may select any twelve electives which appropriately reflect their skills and experience.
Skill Set 1 – Working with customers and colleagues
Unit Code / Unit Title / Core/ElectiveSITXCOM001A / Work with colleagues and customers / Core
SITXCOM002A / Work in a socially diverse environment / Core
SITXCCS002A / Provide quality customer service / Core
SITXCOM003A / Deal with conflict situations / Core
Skill Set 2 – Health, safety and security
Unit Code / Unit Title / Core/ElectiveSITXOHS001A / Follow health, safety and security procedures / Core
SITXOHS002A / Follow workplace hygiene procedures / Core
Skill Set 3 – Supervision
Unit Code / Unit Title / Core/ElectiveSITXHRM001A / Coach others in job skills / Core
SITXFIN003A / Interpret financial information / Core
SITXHRM005A / Lead and manage people / Core
SITXINV001A / Receive and store stock / Core
SITXINV002A / Control and order stock / Core
SITXMGT001A / Monitor work operations / Core
SITXOHS004A / Implement and monitor workplace health, safety and security practices / Core
SITHIND003A / Provide and coordinate hospitality service / Core
Skill Set 4 – Housekeeping
Unit Code / Unit Title / Core/ElectiveSITHACS004A / Provide housekeeping services to guests / Elective
SITHACS005A / Prepare rooms for guests / Elective
SITHACS006A / Clean premises and equipment / Elective
SITHACS007A / Launder linen and guest clothes / Elective
Skill Set 5 – Front office
Unit Code / Unit Title / Core/ElectiveSITXFIN001A / Process financial transactions / Elective
SITXADM001A / Perform office procedures / Elective
SITTTSL007A / Receive and process reservations / Elective
SITHACS001A / Provide accommodation reception services / Elective
SITTTSL010A / Control reservations or operations using a computerised system / Elective
Skill Set 6 – Industry knowledge demonstration
Unit Code / Unit Title / Core/ElectiveSITHIND001A / Develop and update hospitality industry knowledge / Elective
SITTTSL002A / Access and interpret product information / Elective
SITXCCS001A / Provide visitor information / Elective
Skill Set 7 – Customer service
Unit Code / Unit Title / Core/ElectiveSITHACS008A / Provide valet service / Elective
SITHACS003A / Provide porter services / Elective
Skill Set 8 – Night audit
Unit Code / Unit Title / Core/ElectiveSITHACS002A / Conduct night audit / Elective
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