SITHIND007 — Use hospitality skills effectively
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What an assessment for SITHIND007 must cover
81 assessable components: 4 elements (15 performance criteria), 5 performance evidence and 54 knowledge evidence requirements, plus 7 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Prepare for service.
- 1.1Plan and organise work tasks from organisational information.
- 1.2Discuss and confirm service requirements with supervisor as required.
- 1.3Prepare work area, equipment and supplies according to procedures to meet service requirements.
2 Provide service.
- 2.1Greet customers courteously and determine their requirements for products and services.
- 2.2Offer relevant customer information and promote products and services according to organisational procedures.
- 2.3Interact with customers using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery.
- 2.4Resolve routine customer problems within scope of own responsibility and according to organisational policy.
3 Complete operational tasks.
- 3.1Follow work schedules and work cooperatively as part of a team to maximise efficiency.
- 3.2Follow workplace safety and hygiene procedures.
- 3.3Maintain cleanliness and tidiness of work areas.
- 3.4Use organisational procedures and technology to complete operational tasks.
- 3.5Identify problems and report operational issues as they arise.
4 Complete end of shift duties.
- 4.1Follow end of shift procedures.
- 4.2Complete administration and reporting requirements.
- 4.3Provide customer feedback to relevant supervisors or managers.
Performance evidence
- provide hospitality service to customers for a minimum of 12 complete service periods that individually or in combination involve:
- interacting with and positively responding to diverse demands and requests of multiple customers throughout the service periods
- working with speed and efficiency to deal with numerous service and operational tasks simultaneously
- identifying issues and problems, referring to supervisor when appropriate, and participating in their resolution
- working cooperatively as part of a service team, and taking limited responsibility for the service process, workflow and own work outcomes.
Knowledge evidence
- basic organisational information:
- availability of products, services and specials
- details of expected business, customer requirements and scheduling
- event or function running sheets
- job role and tasks to be performed
- local area and venue facilities
- policies and procedures
- staff rosters
- verbal or written advice affecting job performance and service requirements
- information relevant to customers:
- current promotions, events and entertainment
- customer loyalty programs
- food menu options and specials
- gaming facilities
- hotel facilities
- local area and venue facilities
- lost and found services
- membership benefits
- prices of products and services
- products including food, alcoholic and non-alcoholic beverages
- special events
- wine and cocktail drink list choices and specials
- common operational tasks:
- communicating orders to the kitchen
- ordering stock
- preparing rooms for guests
- processing financial transactions
- providing porter services
- selling and preparing drinks
- selling gaming tickets
- serving food and beverage
- taking orders
- tools and equipment to carry out common operational tasks:
- ordering equipment and technology
- communication devices
- point-of-sale equipment
- software for booking, ticketing or check-in
- manual handling equipment
- end of shift procedures:
- cleaning work areas and equipment
- debriefing session and quality service reviews
- preparing for the next service period
- restocking
- safely storing products, equipment and materials
- roles and responsibilities of service team members
- organisational policies and procedures for:
- administration and reporting relating to:
- completing financial transactions
- completing work plans and schedules
- handover
- hygiene, health, safety and security:
- completing incident, work health and safety (WHS) and maintenance reports
- customer service
- complaint handling.
Foundation skills
- Reading skills: read organisational policies, procedures and work schedules.
- Oral communication skills: listen to and interpret customer requests and describe products and services.
- Numeracy skills: basic mathematics to calculate costs; record or process financial transactions.
- Teamwork skills: work cooperatively to achieve outcomes.
- Learning skills: locate key information on organisational products and services.
- Self-management skills: integrate all technical skills within the whole service period, throughout preparation, service, and end of shift duties.
- Technology skills: use a variety of equipment for day-to-day work activities.
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing SITHIND007
What does an assessment tool for SITHIND007 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SITHIND007 needs to address all 81 unit components: 4 elements with 15 performance criteria, 5 performance evidence requirements, 54 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for SITHIND007?
Auditori pulls the current release of SITHIND007 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SITHIND007 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing SITHIND007 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SITHIND007, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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