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HTT1489_Certificate_lV_in_Hospitality.doc

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HTT1489_Certificate_lV_in_Hospitality.doc

    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 5200 Fax: (08) 9227 8393

    Email: sales.westone@trainingwa.wa.gov.au

    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

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SIT40307 Certificate IV in Hospitality

    RPL Assessment Tool Kit

     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

    ? Department of Training and Workforce Development 2010 Page 4 of 294 Version 1, January 2010

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    RPL Assessment Tool Kit

     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 18 199

     Evidence Matrix 201

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? Department of Training and Workforce Development 2010 Page 6 of 294 Version 1, January 2010

    SIT40307 Certificate IV in Hospitality

    RPL Assessment Tool Kit

    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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    SIT40307 Certificate IV in Hospitality

    RPL Assessment Tool Kit

    Overview of the Recognition Process

Candidate Enquiry

    Candidate’s Information

    Form

    If not ready for RPL, Candidate STEP 1 the candidate is to Self-Evaluation be provided with

    training options.

    Interview and STEP 2

    Questioning

    Demonstration/ STEP 3 Gap Training Observation of (if required)

    Practical Tasks

    Supporting STEP 4 Evidence/Third Party

    Report

    (if required)

    Issue Qualification

    Statement of Attainment

    By RTO

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