This qualification reflects the role of highly skilled senior operators who use a broad range of hospitality skills combined with managerial skills and sound knowledge of industry to coordinate hospitality operations. They operate independently, have responsibility for others and make a range of operational business decisions.

BSBDIV501 Manage diversity in the workplace

Thomas is able to manage diversity in the workplace. He can implement the organisation’s diversity policy, foster diversity within the work team and promote the benefits of a diverse workplace.

BSBMGT517 Manage operational plan

Thomas is able to develop and monitor implementation of the operational plan to provide efficient and effective workplace practices within the organisation’s productivity and profitability plans.

SITXCCS007 Enhance customer service experiences

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

SITXCCS008 Develop and manage quality customer service practices

Thomas is able to develop, monitor and adjust customer service practices. He has the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.

SITXCOM005 Manage conflict

Thomas is able to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. He 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.

SITXFIN003 Manage finances within a budget

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

SITXFIN004 Prepare and monitor budgets

Thomas is able to analyse financial and other business information to prepare and monitor budgets. He has the ability to draft and negotiate budgets, identify deviations, and manage the delivery of successful budgetary performance.

SITXGLC001 Research and comply with regulatory requirements

Thomas is able to comply with laws and licensing requirements for specific business operations. He has the ability to access and interpret regulatory information, determine scope of compliance, and develop, implement and continuously review and update policies and practices for business compliance.

SITXHRM002 Roster staff

Thomas is able to develop, administer and communicate staff rosters. He has the ability to plan rosters according to industrial provisions, operational efficiency requirements, and within wage budgets.

SITXHRM003 Lead and manage people

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

SITXMGT001 Monitor work operations

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

SITXMGT002 Establish and conduct business relationships

Thomas is able to establish and manage positive business relationships. He has the ability to use high-level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements.

SITXWHS003 Implement and monitor work health and safety practices

Thomas is able to implement predetermined work health and safety practices designed, at management level, to ensure a safe workplace. He 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

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

SITHIND004 Work effectively in hospitality service

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

SITXHRM004 Recruit, select and induct staff

Thomas is able to coordinate the recruitment, selection and induction of new staff members within the framework of existing human resource policies and procedures. He has the ability to identify recruitment needs, develop selection criteria, process and evaluate applications, select people according to their attitude, aptitude and fit to the position and coordinate induction programs.

SITHACS001 Clean premises and equipment

Thomas is able to carry out general cleaning duties. He has 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

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

SITHACS003 Prepare rooms for guests

Thomas is able to clean and prepare rooms, including bedrooms and bathrooms, in an accommodation establishment. He has 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

Thomas is able to check guests in and out of commercial accommodation establishments. He has the ability to check daily arrivals, allocate rooms and complete relevant documentation.

SITXFIN002 Interpret financial information

Thomas is able to interpret financial information and reports used by organisations to monitor business performance and provide information on operational or departmental financial activities.

SITHFAB002 Provide responsible service of alcohol

Thomas is able to responsibly sell or serve alcohol.

SITHFAB003 Operate a bar

Thomas 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.

SITHFAB004 Prepare and serve non-alcoholic beverages

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

SITHFAB005 Prepare and serve espresso coffee

Thomas is able to extract and serve espresso coffee beverages using commercial espresso machines and grinders. He has 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.

SITHFAB007 Serve food and beverage

Thomas 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.

SITXFSA002 Participate in safe food handling practices

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

SITHGAM001 Provide responsible gambling services

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