Learner Assessment Task 1: Steps for Successful Completion

LEARNER ASSESSMENT Task 1

Steps for Candidates Your Learner Assessment Pack: 1. Upon receiving your Learner Assessment Pack, discuss with your assessor the expectations and requirements of this assessment. You may also need to supply contact details of one or two work referees who can confirm your skills in the industry. Discuss with your assessor if you intend to undertake the practical assessment tasks based on your employing organisation, in a simulated business, or in a mix of both. 2. Your Learner Assessment Pack is where you will get the task information. Complete each task as instructed using either your own workplace, or using a simulated business, as discussed with your assessor. 3. After you complete your assessment, gather and submit your evidence documents as detailed in the task(s) in the timeframe agreed with your assessor. Your assessor will advise you if there are any further steps for you to take to satisfactorily complete this assessment.

Reasonable Adjustment Adapted Reasonable Adjustment in teaching, learning and assessment for candidates with a disability - November 2010 - Prepared by - Queensland VET Development Centre Reasonable adjustment in VET is the term applied to modifying the learning environment or making changes to the training delivered to assist a candidate with a disability. A reasonable adjustment can be as simple as changing classrooms to be closer to amenities or installing a particular type of software on a computer for a person with vision impairment. Why make a reasonable adjustment? We make reasonable adjustments in VET to make sure that candidates with a disability have:  The same learning opportunities as candidates without a disability, and  The same opportunity to perform and complete assessments as those without a disability. Reasonable adjustment applied to participation in teaching, learning and assessment activities can include:  Customising resources and assessment activities within the training package or accredited course  Modifying the presentation medium  Candidate support  Use of assistive/adaptive technologies  Making information accessible both before enrolment and during the course  Monitoring the adjustments to ensure candidates needs continue to be met Assistive/Adaptive Technologies Assistive/Adaptive technology means ‘software or hardware that has been specifically designed to assist people with disabilities in carrying out daily activities’ (World Wide Web Consortium - W3C). It includes screen readers, magnifiers, voice recognition software, alternative keyboards, devices for grasping, visual alert systems, digital note-takers. IMPORTANT: Reasonable adjustment made for collecting candidate assessment evidence must not impact on the standard expected by the workplace, as expressed by the relevant unit(s) of competency. For example, if the assessment were gathering evidence of the candidate’s competency in writing, allowing the candidate to complete the assessment verbally would not be a valid assessment method. The method of assessment used by any reasonable adjustment must still meet the competency requirements.

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Accessing Intranet Pages Some assessment tasks may require you to access specific pages from the simulated business, The Continent Hotel. Links to these pages are formatted in Blue Text . To access these, hold the Ctrl key for Windows users while clicking on these links. For Mac users , directly click the link. The simulated business, The Continent Hotel, can be accessed by going to https://thecontinenthotel.precisiongroup.com.au/ . Login to The Continent Hotel using the username and password provided by your Registered Training Organisation (RTO).

Assessment Agreement Instructions: Discuss and accomplish this section with your assessor before commencing then sign the confirmation at the end of this Agreement. Please tick at least one of the following for each section:  Delivery Method Classroom ☐ Small Group ☐ One-on-One ☐ Online ☐ Other (please describe) ☐ Assessment Pathway (for Practical Assessment) Candidate’s Organisation (Pre-assessment meeting conducted) ☐ Simulated Workplace Environment (Contextualised by RTO) ☐ Assessment Conditions Skills must be demonstrated in an operational hospitality environment. This can be: An industry workplace; or ☐ A simulated industry environment or activity set up for the purposes of assessment. ☐ Assessment must ensure access to: Organisational policies and procedures ☐ Products and services to be delivered to customers ☐ Industry realistic ratios of service staff to customers. These can be: ☐

Customers in an industry workplace who are assisted by the individual during the assessment process; or ☐ Individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. ☐ Colleagues with whom the individual can interact. This can be: ☐ Colleagues in an industry workplace who are assisted by the individual during the assessment process; or ☐ Individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. ☐ Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors and have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency. ☐ I confirm that the activities and assessment completed for this unit are my own work, and comply with all relevant copyright and plagiarism rules. I understand that if there is any doubt in the authenticity of any piece of my assessment submission, I can be orally examined, and the signatory of evidence records may be contacted. Candidate’s name Yossarul Candidate’s signature Yossarul Date 04/09/2023 Assessor’s name Assessor’s signature Date End of Assessment Agreement

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Tasks Candidates are required to complete all tasks as instructed. Consider the evidence as required by tasks and use accordingly to contextualise and meet the needs of the industry, their organisation, and each candidate. Contextualisation of Assessments by RTOs Contextualisation is the process of modifying assessment tools to make learning more meaningful for your candidates and their employers. Precision RTO Resources recommends that your RTO contextualise the assessment tools to suit particular industry requirements and specific organisational requirements before using them. Contextualisation must retain the integrity of the assessment and the outcome of the unit of competency. Contextualising for your state/territory The contents of this assessment tool are not written for a specific state/territory. Where the assessment tool refers to legislation and other industry requirements which may vary across states/territories, sample model answers are based on one state/territory. Should your RTO intend to use this assessment tool for candidates from your state/territory, Precision RTO Resources recommends you to:  Access and review the legislation and industry requirements applicable in your candidate’s state/territory.  Update assessments and benchmark answers to reflect the legislation and industry requirements applicable in your candidate’s state/territory. Contextualising the generic workplace assessment The Practical Assessment included in this workbook was designed to be administered in a real workplace, unless otherwise stated. Should your RTO wish to administer the assessment in a simulated environment, the RTO will need to redevelop the existing workplace assessment in this workbook so the candidate can complete it in the simulated environment.

Below are some examples of how the RTO may simulate the Practical Assessment:  Develop role play activities with clear instructions and guidelines to replace existing tasks involving consultation, meetings, discussions, and oral communication.  Provide the candidate with access to work personnel who will participate in assessment activities, e.g. project stakeholders, clients/customers, or team members.  Provide the candidate with access to simulated workplace documents and information, such as but not limited to policies and procedures, organisational vision and mission statements, business plans, operational plans, etc. A comprehensive guide in contextualising your assessment tools for your RTO can be accessed through this link: https://precisiongroup.com.au/simple-guide-to-contextualising-rto-training-resources-and- assessment-tools/

Knowledge Assessment Preliminary Task Questions 1 and 2 of this Knowledge Assessment require you to refer to your own workplace, its industry, and your work role. For your assessor’s reference, identify the information required in the spaces below. When answering Questions 1 and 2, you must refer to the information you provided below. Workplace/organisation name: ABC Industry: Food manufacturing Your work role: Marketing manager Question 1 Access your organisational policies and procedures for hygiene, health, safety and security. Based on this, answer the questions that follow. a. Outline the policy statement for completing incident reports, pre-start checklists and maintenance reports. IMMEDIATE ACTION IN THE EVENT OF AN INCIDENT WITH INJURY RESULTING Employee safety and well-being is our utmost concern. 1. To the extent possible, take steps to ensure the safety of others in the area. 2. Get emergency services (911) if needed. 3. Otherwise, seek appropriate medical care. In the event of a serious injury, or an employee taken from the scene by rescue, Human Resources should be notified immediately b. Outline the information you must provide in an incident report. Ensure that all essential questions (what, where, when, why, and how) are covered in the incident report. Record not only the people who were injured and what caused the accident to happen, but also include details such as people who witnessed and reported the incident or those who will conduct an investigation

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c. Outline the guidelines to follow when completing a pre-start checklist. Verify that all safety guards are in place. Check fluid levels (oil, fuel, coolant, etc.). Inspect for any signs of damage or wear. Test emergency stop functionality. Confirm that all required tools are available. d. Outline the information you must provide in a maintenance report. It includes information such as what was done; when it was done; who did it, and how long it took. This report is then used to improve maintenance operations or as a reference for future maintenance activities.

Question 2 Access workplace documents with information on your organisation relevant to the following:  Gaming facilities  Hotel facilities Read the scenario below about customer enquiries and answer the questions that follow. Jake is currently checked into your organisation for his bachelor party. He approaches you to ask about different facilities he and his friends can visit during their stay. Jake mentions that his friends are open to anything fun and exciting. They are all into sports and vigorous activities, having met through a water sports fest in their youth. Jake shares that he would also like to try gambling with his friends. Submit a copy of each workplace document accessed to your assessor. a. Identify at least two hotel facilities that Jake and his friends can visit. i. Gaming facilities ii. Hotel facilities b. Identify at least two gaming facilities that Jake and his friends can visit. i. Casino ii. off-track wagering site

Question 3 Listed below are common operational tasks within the hospitality industry. In 30 words or more, briefly explain how to complete each operational task listed below. Common Operational Task How To Complete Each Task a. Communicating orders to kitchen listening and responding thoughtfully Yelling is sometimes necessary in a noisy kitchen, but cooks can still temper their tone of voice. The goal is to be heard above the din, not to shout in an accusatory way at a member of the line. Choose your words carefully. b. Ordering stock through an online stockbroker After opening and funding your account, you can buy stocks through the broker's website in a matter of minutes. Other options include using a full-service stockbroker, or buying stock directly from the company. c. Preparing rooms for guests -Dust and vacuum or mop per usual. -Put fresh linens on the bed. -Store extra blankets and pillows in an easily accessible place. -Clear a spot for luggage and other items in the room or closet. -Provide plenty of hangers and drawer space. -Make sockets available by each side of the bed. d. Processing financial transactions The most basic method of recording a transaction is a journal entry. It involves accountants manually entering debits, credits, and account numbers for every transaction. This approach is subject to error e. Providing porter services 1Tag all luggage with sticker.

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2. Note guest name and arrival time on sticker. 3. Note room number - obtain from receptionist. 4. Confirm with guest number of pieces of luggage. f. Selling and preparing drinks servers should say the bar has an impressive beer list and start at the top with the imported craft brews. When they’ve heard the prices of the most expensive drinks, it makes the mid- range ones sound inexpensive. If servers start with the least expensive, those drinks then seem pricey.

Common Operational Task How To Complete Each Task g. Selling gaming tickets if customer referrals were given by people they personally know. And people who received these personal referrals were 4 times more likely to buy after getting the recommendation than if they had organically discovered it elsewhere. h. Serving food and beverages Remove the food cover using your right hand to place the food in front of guest and serve from the right hand side of the guest. Always serve children/lady first then an older gentleman or a guest and the host last (move clockwise around the table for serving). Always serve the food according to the sequence i. Taking orders Greet your diners the minute they walk in the door. Use respectful titles – sir, ma'am and miss work well. Don't interrupt. Listen intently and pay attention to what they want. Be thoroughly versed on your menu. Ask questions and repeat their orders to make sure you get it right.

Question 4 Answer the questions below on tools and equipment needed for completing common operational tasks in the hospitality industry. a. Identify at least one example of each listed type of tool for completing common operational tasks. Tools for Completing Common Operational Tasks Examples of Each Tool i. Ordering technology Kiosks allow customers to place their orders and pay without interacting with a cashier. ii. Software for booking Booking.com iii. Software for ticketing Eventbrite iv. Software for check-in VisitUs

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b. Identify at least one example of each listed type of equipment for completing common operational tasks. Equipment for Completing Common Operational Tasks Examples of Each Equipment i. Ordering equipment WPOS ii. Communication devices EMAIL, TELEPHONE iii. Point of sale equipment Square, Shopify, iv. Manual handling equipment sack trucks Reference: https://www.parrs.co.uk/blog/the-essential-manual-handling-equipment-list-for-your-workplace/ https://www.merchantmaverick.com/best-pos-systems-in-australia/ https://www.scu.edu/mobi/business-courses/starting-a-business/session-8-communication-tools/ https://swiftdigital.com.au/blog/best-online-ticketing-system-australia/

Record of Assessment Instructions: This section is to be completed by your assessor. Assessment Details Candidate Course Code Unit of Competency SITHIND008 - Work effectively in hospitality service Assessor Name RTO Assessment Activity Satisfactory Needs more evidence Knowledge Assessment Knowledge Assessment Question 1 ☐ ☐ Knowledge Assessment Question 2 ☐ ☐ Knowledge Assessment Question 3 ☐ ☐ Knowledge Assessment Question 4 ☐ ☐ Workplace Assessment Task 1: Develop Work Schedules ☐ ☐ Task 2: Complete Service Periods ☐ ☐

Assessor’s Comments Remarks/feedback Details of further evidence required Please tick the appropriate box. Yes No Comments and further action required are noted in the Learner Assessment Pack ☐ ☐ Results discussed and agreed to by the candidate You have the right to appeal the outcome of your assessment. ☐ ☐ The Candidate is ☐ Competent ☐ Not Yet Competent Assessor’s signature Date signed I further confirm that I have verified the candidate’s submissions by contacting the candidate’s supervisor and/or observer whose names appear in the Supervisor/Observer Verification Log above. After reassessment, the Candidate is: ☐ Competent ☐ Not Yet Competent Assessor’s signature Date signed

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Candidate’s Comments The signature confirms that I have submitted all my own work, and agree with the assessment decision and feedback. Candidate’s signature Date signed

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SITHIND008-Learner Assessment Task 1

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