This qualification reflects the role of skilled operators who use a broad range of hospitality service, sales or operational skills combined with supervisory skills and sound knowledge of industry operations to plan, monitor and evaluate the work of team members. They operate independently or with limited guidance from others, and use discretion to solve non-routine problems.

BSBDIV501 Manage diversity in the workplace

Rina is able to manage diversity in the workplace. It covers implementing the organisation’s diversity policy, fostering diversity within the work team and promoting the benefits of a diverse workplace.

SITHFAB003 Operate a bar

Rina is able to prepare a bar for service, take drink orders, prepare and serve alcoholic and non-alcoholic beverages and close the bar down. Customer service and selling skills are found in other units.

SITHIND004 Work effectively in hospitality service

Rina is able to work effectively in a hospitality environment and provide service to customers during service periods.

SITHFAB004 Prepare and serve non-alcoholic beverages

Rina is able to prepare and serve a range of teas, non-espresso coffees and other non-alcoholic beverages. It requires the ability to select ingredients and equipment and to use a range of methods to make and present drinks.

SITXCCS007 Enhance customer service experiences

Rina is able to provide professional and personalised customer service experiences. She has the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints.

SITHFAB005 Prepare and serve espresso coffee

Rina is able to extract and serve espresso coffee beverages using commercial espresso machines and grinders. It requires the ability to advise customers on coffee beverages, select and grind coffee beans, prepare and assess espresso coffee beverages and to use, maintain and clean espresso machines and grinders. Complex repairs of equipment would be referred to specialist service technicians.

SITXCOM005 Manage conflict

Rina is able to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. She has the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation.

SITHFAB007 Serve food and beverage

Rina is able to serve food and beverages to customers in a casual dining setting. It covers the fundamental technical skills required to prepare the outlet for the service period, interact with customers to take orders, serve and clear food and beverage, and complete end of service tasks.

SITXHRM001 Coach others in job skills

Rina is able to provide on-the-job coaching to colleagues. She has the ability to explain and demonstrate specific skills, knowledge and procedures and monitor the progress of colleagues until they are able to operate independently of the coach.

SITXFSA002 Participate in safe food handling practices

Rina is able to handle food safely during the storage, preparation, display, service and disposal of food. It requires the ability to follow predetermined procedures as outlined in a food safety program.

SITXFIN003 Manage finances within a budget

Rina is able to take responsibility for budget management where others may have developed the budget. She has the ability to interpret budgetary requirements, allocate resources, monitor actual income and expenditure, and report on budgetary deviations.

SITHGAM001 Provide responsible gambling services

Rina is able to provide responsible gambling services, and to assist those customers who have issues with problem gambling.

SITXHRM003 Lead and manage people

Rina is able to lead and manage people including in teams and support and encourage their commitment to the organisation. She has the ability to lead by example and manage performance through effective leadership.

SITXMGT001 Monitor work operations

Rina is able to oversee and monitor the quality of day-to-day work. She has the ability to communicate effectively with team members, plan and organise operational functions, and solve problems.

SITXWHS003 Implement and monitor work health and safety practices

Rina is able to implement predetermined work health and safety practices designed, at management level, to ensure a safe workplace. She has the ability to monitor safe work practices and coordinate consultative arrangements, risk assessments, work health and safety training, and the maintenance of records.

SITXFSA001 Use hygienic practices for food safety

Rina is able to use personal hygiene practices to prevent contamination of food that might cause food-borne illnesses. It requires the ability to follow predetermined organisational procedures and to identify and control food hazards.

SITHACS001 Clean premises and equipment

Rina is able to carry out general cleaning duties. It requires the ability to set up cleaning equipment and to safely clean premises and equipment using resources efficiently to reduce negative environmental impacts.

SITHACS002 Provide housekeeping services to guests

Rina is able to provide a range of general housekeeping services to guests.

SITHACS003 Prepare rooms for guests

Rina is able to clean and prepare rooms, including bedrooms and bathrooms, in an accommodation establishment. It requires the ability to set up cleaning equipment and trolleys and to safely clean guest rooms using resources efficiently to reduce negative environmental impacts.

SITHACS008 Provide accommodation reception services

Rina is able to check guests in and out of commercial accommodation establishments. It requires the ability to check daily arrivals, allocate rooms and complete relevant documentation.

SITHFAB002 Provide responsible service of alcohol

Rina is able to responsibly sell or serve alcohol.