This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.

• Communicate with customers.
• Maintain personal presentation standards.
• Provide service to colleagues and customers.
• Respond to conflicts and customer complaints.
• Work in a team.

• Communicate with customers and colleagues from diverse backgrounds.
• Address cross-cultural misunderstandings.

This unit describes the performance outcomes, skills and knowledge required to follow predetermined health, safety and security procedures. It requires the ability to incorporate safe work practices into all workplace activities and to participate in the organisation's OHS management practices. OHS legislation in all Australian States and Territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace. They have a duty to cooperate with their employer's initiatives to ensure safety at work.

• Follow workplace procedures for health, safety and security.
• Follow procedures for emergency situations.
• Participate in the organisation's OHS practices.

This unit describes the performance outcomes, skills and knowledge required to apply good hygiene practices within a range of service industry operations. It requires the ability to follow predetermined
procedures, identify and control simple hazards and take particular hygiene measures to ensure the noncontamination of food and other items that might put customers, colleagues and self at a health risk.

• Follow hygiene procedures
• Identify and prevent hygiene risks.

• Develop and maintain product service and market knowledge
• Provide a quality service experience to customers
• Deal with complains and difficult customers service situations
• Manage and use information about clients and customers.

This unit describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly.

• Respond to incoming telephone calls.
• Make telephone calls.

• Prepare for on-the-job coaching
• Coach colleagues on the job
• Follow up coaching.

• Coordinate, organise and prepare for food and beverage service
• Serve menus, bar and wine list items to customers
• Coordinate and complete end of service procedures.

This unit describes the performance outcomes, skills and knowledge required to provide quality food and beverage service to customers in a range of hospitality industry enterprises.

• Coordinate, organise and prepare for food and beverage service
• Manage the service cycle
• Coordinate and complete end of service procedures.

• Prepare and use equipment.
• Assemble and prepare ingredients for menu items.
• Prepare dairy, dry goods, fruits and vegetables.
• Prepare meat, seafood and poultry.

This unit describes the performance outcomes, skills and knowledge required to efficiently and professionally plate, present and serve food in a commercial kitchen or catering operation. It may include the presentation of food for Asian cuisines.

• Prepare food for service.
• Portion and plate food.
• Work in a team.

• Advise on menu items.
• Contribute to menu development.
• Update specialist food knowledge.

This unit describes the performance outcomes, skills and knowledge required to clean and maintain kitchens, and food preparation and storage areas in commercial cookery or catering operations.

• Clean, sanitise and store equipment.
• Clean and sanitise premises.
• Handle waste and linen.

This unit describes the performance outcomes, skills and knowledge required to handle food safely during the storage, preparation, display, service and disposal of food within a range of service industry operations. It requires the ability to follow predetermined procedures as outlined in an organisation food safety program.

• Implement procedures for food safety.
• Store food safely.
• Prepare food safely.
• Provide safe single use items.
• Maintain a clean environment.
• Dispose of food safely.

This unit describes the performance outcomes, skills and knowledge required to transport food from a food preparation area to another location. It also deals with holding or storage on its arrival. The unit
applies to all catering operations but is particularly relevant to external catering and events.

• Identify appropriate food transportation.
• Transport food safely and hygienically.
• Store food safely and hygienically.