Hosp RPL Questions Cert IV

Department of Education and Training
Western Australia
RPL Assessment Tool Kit
SIT50307
Diploma of Hospitality
SIT40307
Certificate IV in Hospitality
First Published 2009
ISBN 978-1-74205-322-6
© Department of Education and Training
All rights reserved.
Western Australian Department of Education and Training 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 Education and Training.
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@det.wa.edu.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 competencies from the SIT07 Tourism, Hospitality and
Events Training Package – SIT40307 Certificate IV in Hospitality and SIT50307 Diploma
of Hospitality, © Commonwealth of Australia, 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 Education and Training.
SIT50307 Diploma of Hospitality/SIT40307 Certificate IV in Hospitality
Contents
SIT07 Tourism, Hospitality and Events Training Package...................................5
SIT50307 Diploma of Hospitality...........................................................................5
Self-Assessment Information.......................................................................5
Qualification rules........................................................................................7
Critical Aspects of Evidence........................................................................9
Interview Question Bank and Recording Documents.................................17
Third Party Evidence Report......................................................................41
SIT40307 Certificate IV in Hospitality..................................................................43
Self-Assessment Checklists.......................................................................43
Qualification rules......................................................................................44
Critical Aspects of Evidence......................................................................45
Interview Question Bank and Recording Documents.................................59
Assessment judgement..............................................................................99
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Version 1, March 2009
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© Department of Education and Training 2009 Page 4 of 101

SIT07 Tourism, Hospitality and Events Training Package

SIT50307 Diploma of Hospitality
Self-Assessment Information
The purpose of this self-assessment is to enable candidates who feel they already have the required competencies to assess their skills and knowledge
against the qualification requirements.
To complete the self-assessment, answer all the following questions by placing a  in the column (Yes or No) that best reflects your current level of skills
and knowledge.
As you answer each question, make a note of any evidence you have that could be used to verify your skills. For example, if you claim to be able to
prepare rooms for guests, you need to be able to provide examples of this.
Some examples of different types of evidence that you could provide include:
• a résumé describing where you have worked and the duties you have performed
• testimonials from clients or other staff you have worked with
• job descriptions and references
• photographs, samples of work
• records of formal or informal training you may have done on the job
• discussion of the work you have done and where you have done the work with an assessor
• demonstration of the task to an assessor (either in the workplace or at a training facility).
To achieve this qualification, you should have evidence of the skills and knowledge that an individual would need to be competent as a manager in any
hospitality functional area. This individual would possess a sound theoretical knowledge base and be able to use a range of specialised, technical or
managerial competencies to plan, carry out and evaluate their own work and/or the work of their team. Work would be undertaken in various hospitality
settings such as restaurants, hotels, catering operations, motels, clubs, pubs, cafés and coffee shops.
Possible job titles that may require these skills can include:
• chef/sous chef/kitchen manager
• front office manager
• unit manager
• motel/hotel manager

• restaurant manager
• housekeeper/supervisor
Assessment appeals
Candidates must be informed of their right to appeal an assessment decision and be made aware of the RTO’s appeals process. The grounds for appeal
may be:
• the judgement has been made incorrectly
• the judgement has not been made in accordance with the assessment plan
• motel/hotel manager.
Candidates should discuss their concerns with their RPL assessor initially. If the situation is not resolved, then an official appeal may be lodged following
the RTO’s appeals process.

Qualification rules
To achieve a Diploma of Hospitality, 39 units must be completed:
• all 23 core units (14 core units from Certificate IV) plus 9 core units from the Diploma
• 16 elective units: (12 electives from Certificate 1V) plus 4 electives from the Diploma.
o A minimum of 13 elective units must be selected from the list below.
o The remaining three (3) elective units may be selected from any endorsed Training Package.
o A maximum of one (1) Languages other than English unit may be counted as an elective within this qualification.
Electives used for this RPL

Core units
(Others are available – 12 must be selected.)
Unit Code Unit Title Unit Code Unit Title
SITHIND003A Provide and coordinate hospitality service SITHFAB011A Develop and update food and beverage knowledge
SITXCCS002A Provide quality customer service SITHFAB020A Apply food and beverage skills in the workplace
SITXCOM001A Work with colleagues and customers SITXFIN001A Process financial transactions
SITXCOM002A Work in a socially diverse environment SITHFAB001A Clean and tidy bar areas
SITXCOM003A Deal with conflict situations SITHFAB002A Operate a bar
SITXFIN003A Interpret financial information SITHFAB003A Serve food and beverage to customers
SITXHRM001A Coach others in job skills SITHIND001A Develop and update hospitality industry knowledge
SITXFIN003A Interpret financial information SITHFAB012A Prepare and serve espresso coffee
SITXHRM001A Coach others in job skills SITHFAB015A Prepare and serve cocktails
SITXHRM005A Lead and manage people SITHFAB009A Provide responsible service of alcohol
SITXINV001A Receive and store stock SITHFAB005A Provide table service of alcoholic beverages
SITXINV002A Control and order stock SITHFAB004A Provide food and beverage service
SITXMGT001A Monitor work operations SITXFIN001A Process financial transactions
SITXOHS001A Follow health, safety and security procedures
SITXOHS002A Follow workplace hygiene procedures
Implement and monitor workplace health, safety and
SITXOHS004A
security practices


Plus nine (9) core units and four (4) electives from the Diploma
Electives
Core units
(which can be changed)
plus one of the following which may have been completed in

SITXCCS003A Manage quality customer service
Certificate IV
SITXFIN004A Manage finances within a budget SITHIND003A Provide and coordinate hospitality service
SITXFIN005A Prepare and monitor budgets or
Develop and update legal knowledge

SITXGLC001A SITHCCC028A Prepare, cook and serve food for menus
required for business compliance
SITXHRM003A Roster staff Electives used for this RPL

SITXHRM007A Manage workplace diversity SITXCOM005A Make presentations
SITXMGT002A Develop and implement operational plans BSBCMN214A Create and use simple spreadsheets
SITXMGT006A Establish and conduct business relationships SITXADM004A Plan and manage meetings
SITXOHS005A Establish and maintain an OHS system


Critical Aspects of Evidence
Work through this checklist and indicate in the Yes/No boxes whether you have undertaken, can undertake or are currently undertaking the task identified.
This will provide a starting point for you to identify your existing skills and knowledge.
Core units of competency
SITXCCS003A Manage quality customer service Yes No What evidence can you provide?
Can you demonstrate your knowledge of quality service
principles and processes through monitoring and evaluation of a
service delivery in a workplace?  
eg managing an event, function or managing front office
operations for your guest
Have you followed up on the evaluation results?  

SITXFIN004A Manage finances within a budget
Yes No What evidence can you provide?
SITXFIN005A Prepare and monitor budgets
Can you demonstrate an understanding of basic budgeting
terminology relevant to the industry, including types of budgets  
used?
Have you monitored budgeted income and expenditure and
used this information to identify ways of improving the budget  
performance?
Can you demonstrate the technical processes and procedures
that must be followed in budget preparation?  
Have you prepared different realistic and accurate budgets?
 

SITXGLC001A Develop and update legal knowledge

Do you possess the knowledge to explain legislation that affects

business operations in the hospitality industry?  
Have you had to access or update legal information required for
business compliance or seek professional assistance on legal  
matters?
Have you had to apply your legal knowledge to specific

workplace situations and problems?  
SITXHRM003A Roster staff

BSBCMN214A Create and use simple spreadsheets
Can you describe factors and issues affecting staff rostering?  

Have you prepared staff rosters that meet wage budgets while
providing a level of staffing sufficient to ensure quality customer  
service over multiple periods?
Have you developed a spreadsheet using cell-based formulas to

include a graph?  
Have you presented your findings in line with workplace
standards?  

SITXHRM007A Manage workplace diversity Yes No What evidence can you provide?
Have you encouraged diversity in the workplace?  

Can you demonstrate knowledge of specific cultural issues that
apply in the hospitality industry and demonstrate how you have  
overcome them?
Have you used cross-cultural communication techniques as a

leader or manager?  
SITXMGT002A Develop and implement operational

plans
Have you developed an operational plan for a specific

workplace situation which included a clear action plan and  
evaluation mechanisms?
Have you then effectively implemented the plan, including

responding to changing circumstances encountered in the  
implementation phase?
Have you evaluated and monitored the aspects of the plan to

make recommendations for the future?  

SITXMGT006A Establish and conduct business

relationships
Have you established and maintained business relationships by

conducting formal negotiations and have you managed  
agreements and contracts for a specific business operation?
Have you used key performance indicators in the industry?  

Have you been associated with industry networks and/or
distribution and marketing networks?  
Have you organised a contract for any purpose in a business
operation and can you explain the importance of contracts?  
SITXOHS005A Establish and maintain an OHS system Yes No What evidence can you provide?
Can you demonstrate your involvement in work activities that

show your ability to establish, implement, evaluate and make
ongoing improvements to a complete OHS system over a period  
of time?
Have you developed comprehensive OHS system documents

inclusive of policies, procedures, hazard identification and risk  
assessment documents?

SITHIND003A Provide and coordinate hospitality

service (Food and Beverage/Front office)
Can you provide any evidence of the provision of integrated

service for a minimum of 36 complete service periods (shifts) to
ensure integration of skills and consistency of performance in
different circumstances?
• ability to multi-task and respond to numerous demands and
requests from a number of customers with varying
requirements
• ability to deal with typical issues such as workplace time
constraints, late arrivals, no-shows, walk-ins and other
problems or contingencies
 
• ability to meet, greet and interact positively with many and
diverse customers throughout the hospitality experience
• ability to maintain the cleanliness and tidiness of work areas,
including dealing with disposables and recyclables
• ability to monitor the service process and work flow, take
some responsibility for others and provide technical advice
and support to a team
• compliance with relevant legislative and regulatory
requirements, OHS requirements

Alternatively, the following units of competency can be used.
SITHCCC028A Prepare, cook and serve food for menus

(Cooking stream)
Have you prepared, cooked and served food including

appetisers and salads, stocks, sauces and soups, vegetables,
eggs and farinaceous products, poultry and game, fish and  
shellfish, meat, hot and cold desserts and pastries, cakes and
yeast goods?
Have you prepared, cooked and served food for food service
periods including breakfast, lunch, dinner and special functions  
over a period of time on at least 48 occasions?
Have you prepared, cooked and served food for menu types
including à la carte, set menu (table d’hôte) and buffet over a  
period of time on at least 48 occasions?
Are you multi-skilled and can you respond to many demands

and requests simultaneously?  
Have you worked as part of a team and have you coordinated
team activities in a positive and courteous manner?  

SITHCOM005A Make presentations Yes No What evidence can you provide?
Have you delivered a presentation, such as in a large meeting

room or in a conference venue?  
What equipment and support aids did you use for presentation,
eg a microphone, PowerPoint®, props?  
SITXADM004A Plan and manage meetings Yes No What evidence can you provide?
Can you conduct a meeting that demonstrates your ability to

plan and conduct effective and structured meetings using  
appropriate procedures, protocols and documentation?
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________


SIT07 Tourism, Hospitality and Events Training Package

Interview Question Bank and Recording Documents
Note to the Assessor
It is not mandatory for you to ask the candidate all the questions in this question bank. The candidate may have provided sufficient information to
demonstrate competence based on their self-assessment and documentary evidence. You will need to use your professional judgement as to which
questions you focus on at this stage of the assessment. You may choose to discuss a work task topic rather than ask a series of direct questions.
Record of interview
Candidate’s name
Assessor’s name
Interview only 
How/where interview was At an RTO’s premises  Name: _______________________________
conducted
Demonstration/theory assessment 
In the workplace  Name: _______________________________

Electives
Core units
(which can be changed)
plus one of the following which may have been completed in

Certificate IV
SITXFIN004A Manage finances within a budget SITHIND003A Provide and coordinate hospitality service
SITXFIN005A Prepare and monitor budgets or
Develop and update legal knowledge

SITXGLC001A SITHCCC028A Prepare, cook and serve food for menus
SITXHRM003A Roster staff Electives used for this RPL

SITXHRM007A Manage workplace diversity SITXCOM005A Make presentations
SITXMGT002A Develop and implement operational plans BSBCMN214A Create and use simple spreadsheets
SITXMGT006A Establish and conduct business relationships SITXADM004A Plan and manage meetings


Did the candidate satisfactorily answer the following questions? Yes No Matrix/Element
1. Explain how you have enhanced quality customer service by making
changes.   1
2. How do you manage the delivery of quality service?   2
3. Explain how you monitor and adjust customer service.   3
Suggested responses
1. Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
This allows opportunities for customers and colleagues to provide feedback on products and services and then consult
with staff on how to improve customer service.
2. Having meetings to communicate customer service issues, standards and expectations clearly to colleagues and
provide access to information on service standards and delivery and monitor service standards.
Use coaching to assist colleagues to deal with customer service issues and take responsibility for service outcomes.
3. This can be done by seeking feedback from customers on an ongoing basis. This can be used to improve performance,
making adjustments to standards, systems and procedures to ensure continued service quality. This should be
communicated to staff.
Comments/observations (If the questions were not satisfactorily answered, state whether practical assessment or gap training is required.)



1. How do you make sure resources are allocated according to the budget and
agreed priorities?   1
2. How can you monitor financial activities against a budget and advise
appropriate colleagues of budget status in relation to targets?   2, 3
3. Explain what financial and statistical reports you have had to complete.   4
4. Explain how you have identified, accessed and interpreted data and data
sources required for the appropriate budget preparation and development.   1, 2
5. Discuss how you have monitored and reviewed the budget against reports.  



Suggested responses
1. Consult and inform all relevant personnel in relation to resource decisions. Promote awareness of the importance of
budget control. Maintain detailed records of resource allocation according to organisation control systems.
2. Check actual income and expenditure against budgets at regular intervals. Include financial commitments in all
documentation to ensure accurate monitoring. Identify and report deviations according to organisation policy and the
significance of deviation. Investigate appropriate options for more effective management of deviations. Advise
appropriate colleagues of budget status in relation to targets, within agreed timeframes. Present recommendations for
budget management clearly and logically.
3. This may include daily, weekly and monthly transactions and reports, break-up by department,
occupancy and sales performance reports, commission earnings, sales returns and yield management.
4. Data that may be required to prepare a budget includes performance data from previous periods, financial proposals,
financial information from suppliers, management policies and procedures, organisation’s budget preparation guidelines and
limitations. Budgets may include: cash budgets, departmental budgets, wage budgets, project budgets, event budgets, sales
budgets, cash flow budgets for small, medium or large businesses.
5. Review budget regularly to assess actual performance against estimated performance and prepare accurate financial
reports such as:
• periodic reports showing budget versus year-to-date actuals and financial commitments
• periodic sales reports
• taxation commitments.
Make any adjustments necessary to keep the budget on track.
Comments/observations (If the questions were not satisfactorily answered, state whether practical assessment or gap
training is required.)


SITXGLC001A Develop and update legal knowledge required for business compliance
1. Explain how you can source relevant legal and licensing information and
determine risks, penalties and consequences of non-compliance. How do
you ensure compliance with the legal requirements especially liquor and the   1, 2
preparation and selling of food?
2. Explain consumer protection, the key features of trade practices and fair
trading legislation, and the key areas in which tourism and hospitality   2, 3
businesses must ensure compliance.
3. Explain key business insurances required by different tourism and
hospitality businesses, including public liability and workers’ compensation.   1, 2
Suggested responses
1. Sources of relevant legal and licensing information may include:

• reference books, media, industry and employer associations, industry journals, internet, customers and suppliers, legal
experts, regulatory authorities, local government agencies.
2. See current state legislation.
3. fire, theft, public liability and workers’ compensation, plate glass, building contents, frozen food damage, cash in
transit etc


SITXHRM007A Manage workplace diversity

1. Discuss how you encourage respect for diversity in the workplace.   1
2. Discuss how you use diversity as an asset.   2
3. Explain how you would deal with problems arising from diversity issues.   1, 3
4. Have you had to report any personal health issues or incidents of food
contamination in the workplace? Who did you report this matter to and what   2
were the outcomes?
Suggested responses
1. This could include providing a role model for others that demonstrates respect for diversity. Develop work practices
and planning in a manner that shows respect for workplace diversity. Assist and coach colleagues in ways of accepting
diversity in relation to customers and other colleagues, and provide training. Initiate open communication and discussion
about diversity issues among colleagues and team members.
2. Recognise and use the skills of a diverse workforce to enhance organisation performance. Promote the benefits of
productive diversity to colleagues and integrate into current work practice.
3. Recognise workplace problems that arise from diversity issues promptly and take action to resolve the situation
either by coaching, training or discussion with individuals.


SITXMGT002A Develop and implement operational plans

1. Explain how you have defined planning needs and developed an operational
plan.   1, 2
2. Explain how you administer, monitor and evaluate your operational plans.   2, 3, 4
Suggested responses
1. Assess operational planning needs based on monitoring of workplace needs and

identification of opportunities for improvement and innovation. This may include one of the following:
• introduction of a new product
• staff reorganisation
• impacts of marketing initiatives or campaigns
• office relocation or refurbishment
• upgrading of facilities
• changes in work practices or procedures and introduction of new systems.
During the development of the plan it is necessary to consult with appropriate colleagues, internal, external and built-in
evaluation processes.
2. Recognise adjustments required to the plan as it unfolds and provide assistance to staff while implementing the plan.


SITXMGT006A Establish and conduct business relationships

1. Explain how you have built business relationships in a manner that
promotes goodwill and trust. Explain how you have conducted negotiations   1, 2
through the use of established negotiation techniques.
2. Describe how you have had to confirm agreements in writing, using formal
contracts where appropriate.   2, 3
3. Discuss what you have done to maintain these business relationships.   4
Suggested responses
1. These relationships could include informal social occasions, industry functions, association
membership, program of regular telephone contact.
Negotiation could include clarification of needs of all parties, identifying points of agreement
and points of difference and finding a solution, statistics, KPIs and product usage rates, active listening and questioning,
nonverbal communication techniques, bargaining, developing options and confirming agreements.
2. Negotiation of a contract for the maintenance of the postmix and had to check and gain appropriate approvals for all
aspects of formal agreement. This may include seeking specialist advice in the development of contracts.
3. The honouring of agreements within the scope of responsibility, complying with agreed terms and meeting key
performance indicators (KPIs). Nurturing these relationships through regular contact and use of effective communication
skills.



1. Explain how you have established and maintained a framework for health,
safety and security.   1
2. Explain how you have established and maintained consultative

arrangements for the management of health, safety and security.   2, 3
3. Have you developed tools to identify hazards, to assess and control risks on
an ongoing basis and have you managed any areas of concern which fail to   4
comply with OHS legislation and regulatory requirements?
Suggested responses
1. This can be done by accessing and interpreting key legislative documents to ensure that OHS
systems comply with regulatory requirements, standards and codes. The development and clear articulation of OHS
policies and procedures to all personnel. These can include incident and accident management and notification to OHS
regulatory authorities, participation in OHS management practices, hazard identification, risk assessment etc.
The establishment and monitoring of a system for keeping OHS records which may include
incident, accident and near-miss reports and related statistics.
2. The resolution of issues raised through consultation and participation promptly and effectively, and the provision of
information about the outcomes of consultation and participation to all employees.
3. The development or use of a hazard identification and risk assessment tool as part of the organisation’s OHS
management system for assessing risks and consequences of those risks.
Consultation with a range of personnel to elicit feedback on OHS policies, procedures and practices to comply with
legislation.


SITXCOM005A Make presentations

1. Discuss how you would plan for a presentation in advance, allowing

adequate time for research and preparation.   1
2. Discuss what you need to consider when you are making the presentation.   2
Suggested responses
1. Select and create the appropriate supporting materials and visual aids which may include PowerPoint® presentations.
Consider special needs and the timeframe required to prepare. If necessary, complete any research or gather the
necessary information for the presentation.
2. Use visual aids and other presentation equipment correctly to enhance the presentation. Practise good public speaking
skills. Involve the audience in the presentation and encourage feedback where possible and finally seek feedback on the
presentation to incorporate in any future presentation preparation.


BSBCOMN214A Create and use simple spreadsheets

1. Discuss the use of safe work practices.   1
2. Describe how you have created and used simple spreadsheets.   2, 3
3. Describe some of the simple charts you have produced.  

Suggested responses
1. This may include any of the following areas: workstation height and layout, chair height, seat
and back adjustment, footrest position, screen position, keyboard and mouse position, document holder, posture, avoiding
radiation from computer screens, lighting and noise minimisation, and taking regular breaks and exercise.
2. Data is entered, checked and amended accurately. Manuals, user documentation and online help are used to overcome
problems with spreadsheet design and production. Spreadsheet is previewed, adjusted and printed then named and
stored to prevent data loss/damage.
3. The choice and design of chart enables valid representation of numerical data in relation to the type of chart and chart
features to be included, for example the use of either a pie chart or a column chart depending on the information required
to be displayed. The chart is previewed, adjusted and printed.


SITXADM004A Plan and manage meetings

1. Explain how you have identified the need for a meeting and how you have
planned and prepared for it.   1
2. Explain how you have chaired a meeting, followed procedures and protocols
and included the preparation of minutes of the meeting.   2
3. Explain the debriefing process which follows a meeting.   3, 4
Suggested responses
1. Decision taken as to whether it is appropriate to have a meeting. Preparation of meeting

papers and agenda given to participants before meeting.
2. All participants given the opportunity to contribute. Open and constructive communication encouraged. Meeting
managed to maintain focus on agreed goals and minutes recorded.
3. Communication of the results from meetings into the current work schedule, with tasks prioritised and actioned as
appropriate.



Third Party Evidence Report
Note for Assessor
A sample format is provided below on some skills areas, eg communication and team skills. Third party evidence relating to other competencies should
follow a similar format.
Candidate’s name
Third party evidence provided by
Relationship to candidate
Evidence collected
Interview at the workplace 
Interview on the telephone 
Interview conducted by
Instructions
As part of the assessment for SIT50307 Diploma of Hospitality, evidence is sought to support a judgement about the candidate’s competence. A letter of
support from the organisation validating a range of tasks that the candidate has successfully completed would be useful in identifying competency.
Does the candidate consistently: Yes No
• contribute to the flow of relevant work information and ideas?  

• contribute to the maintenance and improvement of work communication?  
• deal with work issues, problems and conflicts?  

Candidate’s name
Evidence collected
Instructions
• respond quickly and remain calm in contingency situations in accordance with enterprise standards?  
• work well within the team environment?  
• operate to the level required of a hospitality supervisor including:  
o leading and managing staff?
o providing guidance and direction to staff?
o preparing the environment and equipment for service?
o performing tasks with accuracy?
o completing tasks in a safe and timely manner?

Candidate’s name
Evidence collected
Instructions
o following all legislative requirements in the workplace?
• operate safely in the workplace?  

• undertake tasks following a logical sequence of events?  
• understand and follow the organisation’s quality control processes?  
Comments

Candidate’s name
Evidence collected
Instructions
Supervisor’s signature Date
Assessor’s signature Date
SIT40307 Certificate IV in Hospitality

Self-Assessment Checklists
Note to the candidate
The purpose of this self-assessment is to enable candidates who feel they already have the required competencies to assess their skills and knowledge
against the qualification requirements.
To complete the self-assessment, answer all the following questions by placing a  in the column (Yes or No) that best reflects your current level of
skills and knowledge.
As you answer each question make a note of any evidence you have that could be used to verify your skills. For example, if you claim to be able to
prepare rooms for guests, you need to be able to provide examples of this.

Some examples of different types of evidence that you could provide include:
• a résumé describing where you have worked and the duties you performed
• testimonials from clients or other staff you have worked with
• job descriptions
• photographs, samples of work
• records of formal or informal training you may have done on the job
• references
• discussing work you have completed and where you have done the work with an assessor
• demonstrating the task to an assessor (either in your workplace or at a training facility).
You may have undertaken work in various hospitality settings such as restaurants, hotels, motels, clubs, pubs, cafés and coffee shops as a food and
beverage, front office or room attendant.
Assessment appeals
Candidates must be informed of their right to appeal an assessment decision and be made aware of the RTO’s appeals process. The grounds for appeal
may be:
• the judgement has been made incorrectly
• the judgement was not made in accordance with the assessment plan.
Candidates should initially discuss their concerns with their RPL assessor. If the situation is not resolved then an official appeal may be lodged following
the RTO’s appeals process.
Qualification rules
To achieve a Certificate IV in Hospitality, 26 units must be completed:
• all 14 core units
• 12 elective units which can be selected from the list below.
o A minimum of 8 elective units must be selected from the list below.
o The remaining four (4) elective units may be selected from any endorsed Training Package.
o A maximum of one (1) Languages other than English unit may be counted as an elective within this qualification.


Core units
SITXCOM001A Work with colleagues and customers SITHFAB011A Develop and update food and beverage knowledge
SITXCOM002A Work in a socially diverse environment SITHFAB020A Apply food and beverage skills in the workplace
SITXCCS002A Provide quality customer service SITXFIN001A Process financial transactions
SITXCOM003A Deal with conflict situations SITHFAB001A Clean and tidy bar areas
SITXOHS001A Follow health, safety and security procedures SITHFAB002A Operate a bar
SITXOHS002A Follow workplace hygiene procedures SITHFAB003A Serve food and beverage to customers
SITXHRM005A Lead and manage people SITHFAB015A Prepare and serve cocktails
SITXINV001A Receive and store stock SITHFAB009A Provide responsible service of alcohol
SITXINV002A Control and order stock SITHFAB005A Provide table service of alcoholic beverages
SITXMGT001A Monitor work operations SITHFAB004A Provide food and beverage service
SITXOHS004A
security practices
SITHIND003A Provide and coordinate hospitality service
Critical Aspects of Evidence

Work through this checklist and indicate in the Yes/No boxes whether you have undertaken, can undertake or are currently undertaking the task
identified. This will provide a starting point for you to identify your existing skills and knowledge.
Core units of competency
SITXCOM001A Work with colleagues and customers Yes No What evidence can you provide?
SITXCOM002A Work in a socially diverse environment
SITXCCS002A Provide quality customer service

SITXCOM003A Deal with conflict situations

Have you communicated in a commercial environment with
customers from a broad range of backgrounds?  
Have you worked with people from different cultures?  
Have you worked with or served people with disabilities?  
Can you demonstrate the skills required (while undertaking a
normal job role) to perform the following:
• up-selling while providing food and beverage service?
• promoting the hotel restaurant while at reception?  
• promoting through the development of menus etc?
• offering special products or services?

SITXOHS001A Follow health, safety and security

procedures Yes No What evidence can you provide?
Do you work according to health, safety and security
procedures?  
Can you demonstrate safe work practices? eg manual handling  
Have you had to identify hazards, complete a risk assessment
and make changes in the hospitality environment?  
Can you explain the importance of following hygiene procedures
and the implications of disregarding these procedures?  
SITXHRM001A Coach others in job skills Yes No What evidence can you provide?
Do you have knowledge of basic training principles?  

Have you provided on-the-job coaching?  
SITXFIN003A Interpret financial information Yes No What evidence can you provide?
Can you demonstrate an understanding of the accounting
process and key accounting terminology, eg DR, CR, PL?  
Have you interpreted financial information for a department or
business?  

SITXHRM005A Lead and manage people Yes No What evidence can you provide?
Have you been in a leadership role that has allowed you to
follow motivation and teamwork principles?  
Have you been an informal or formal team leader at work?  
SITXINV001A Receive and store stock Yes No What evidence can you provide?
Have you received and stored food, including dry goods, dairy
products, meat and seafood, poultry, fruit and vegetables and  
frozen goods?
Have you rejected food that was likely to be contaminated, eg

food stored at the incorrect temperature?  
Have you queried incorrect quantities, amounts of weights?  
Have you had to send back wrong products?  

SITXINV002A Control and order stock Yes No What evidence can you provide?
Prerequisite units
SITXINV001A Receive and store stock or
SITHCCC003A Receive and store kitchen supplies
Have you had responsibility for ordering, controlling and

administering stock within an operational area of hospitality?  
Do you use current terminology, equipment and stock
documentation for stock control?  
Have you undertaken a stocktake?  
SITXMGT001A Monitor work operations Yes No What evidence can you provide?
Have you ever planned a service period or duties for a shift in
the workplace?  
Have you had to solve problems during a shift?
 
Have you been responsible for delegating work tasks?
 

SITXOHS004A Implement and monitor workplace

health, safety and security practices
Have you implemented and monitored OHS management
practices within your establishment?  
Do you possess an understanding or knowledge of specific and
relevant OHS legislative requirements?  
Have you completed OHS records and reports in the hospitality
industry?  

SITHIND003A Provide and coordinate hospitality

service
Can you provide evidence of integrated service for a minimum of
36 complete food service periods and service styles (café or
bistro, table d’hôte, à la carte and functions), service periods  
(lunch, dinner and functions)?
Have you served a wide range of food and beverage items?  

Can you multi-task?  
Have you dealt with issues such as workplace time constraints,
late arrivals, no-shows, walk-ins etc?  
Can you maintain the cleanliness and tidiness of work areas,
including dealing with disposables and recyclables?  
Have you participated in the service process and work flow as
part of a team and taken responsibility for your own work and  
the quality of outcomes?
Do you comply with relevant legislative and regulatory

requirements, OHS requirements and demonstrated health and  
safety practices?

Electives
SITHFAB011A Develop and update food and beverage
knowledge
Do you possess up-to-date food and beverage knowledge and
do you apply this knowledge to the workplace?  
Do you suggest different beverages to complement different
meals?  
SITHFAB020A Apply food and beverage skills in the

workplace
Prerequisite units
SITHFAB003A Serve food and beverage to customers
SITHFAB009A Provide responsible service of alcohol
Can you provide evidence showing the provision of integrated

service for a minimum of 12 complete food service periods to
include different service styles (café or bistro, table d’hôte, à la
carte and functions), service periods (lunch, dinner and
functions)? These must include:
 
• lunch
• dinner
• functions with a variety of menu items.

SITXFIN001A Process financial transactions Yes No What evidence can you provide?
Can you balance and conduct accurate transactions such as tills
or guest accounts with different payment methods?  
Do you follow security principles and procedures in relation to
tender and other financial documentation including credit cards,  
cheques etc?
Have you worked within time constraints typical of the industry

environment, such as dealing with several people waiting to pay  
bills at the same time?
SITHFAB001A Clean and tidy bar areas Yes No What evidence can you provide?
Prerequisite unit
Can you clean the bar and equipment including the glass
washer?  
Can you clean and maintain public areas with the safe and
appropriate use of cleaning equipment and chemicals?  
Have you used your problem-solving skills to deal with minor
issues such as spillages and stains?  

SITHFAB002A Operate a bar Yes No What evidence can you provide?

Prerequisite units
SITHFAB001A Clean and tidy bar areas
SITXFIN001A Process financial transactions
Can you operate a bar according to established procedures and

systems and under normal operating conditions?  
Can you use accurate measures and appropriate glassware for
drinks? Give examples.  
Can you prepare a range of standard alcoholic and non-
alcoholic drinks?  

SITHFAB003A Serve food and beverage to customers Yes No What evidence can you provide?
Prerequisite unit
Can you demonstrate your ability to serve food and beverage

according to established systems and procedures?  
Can you demonstrate your ability to meet, greet and interact
positively with customers?  
Do you have the ability to work with speed and efficiency?  
Do you possess knowledge of hygiene and OHS requirements
and do you demonstrate safe work practices?  
SITHIND001A Develop and update hospitality industry

knowledge
Can you explain where to find hospitality industry information?  

Have you communicated across different departments at your
workplace?  
Can you demonstrate your general knowledge of the key legal
issues for the hospitality industry, eg RSA?  

SITHFAB012A Prepare and serve espresso coffee Yes No What evidence can you provide?
Can you recognise quality in espresso coffee to meet customer
requirements and expectations?  
Can you address problems during the preparation and service of
espresso coffee?  
Are you able to extract and present quality coffee within realistic
timeframes?  
Do you comply with all workplace hygiene and food safety
regulation practices in making espresso coffee?  
SITHFAB015A Prepare and serve cocktails Yes No What evidence can you provide?
Prerequisite units
SITHFAB002A Operate a bar
Are you able to prepare and present a variety of standard

cocktails correctly to include examples of blended, shaken,  
stirred, built and floated cocktails?
Can you prepare a quantity of cocktails within realistic

timeframes?  

SITHFAB009A Provide responsible service of alcohol Yes No What evidence can you provide?
Do you have a working knowledge and understanding of the
Western Australian Liquor Control Act?  
Are you aware of the fines involved for the enterprise and
individual staff members for non-compliance?  
Can you explain the principles of responsible service of alcohol
and harm minimisation and the benefits of RSA?  
Do you apply your knowledge of responsible service of alcohol
and harm minimisation to sales or service situations?  
SITHFAB005A Provide table service of alcoholic

beverages
Prerequisite units
Are you able to serve a range of alcoholic drinks at the table?  

Can you demonstrate the opening and serving of beverages that
require the application of different techniques, eg sparkling and  
still wines?
Can you provide professional and courteous advice on beverage

selection during a complete service period?  

SITHFAB004A Provide food and beverage service Yes No What evidence can you provide?
Are you able to provide integrated food and beverage service
within a restaurant with typical issues such as workplace time
constraints, late bookings, no-shows, walk-ins and menu  
changes?
Are you able to meet, greet and interact positively with

customers throughout their dining experience?  
Are you able to maintain the cleanliness and tidiness of service
areas including dealing with disposables and recyclables while  
maintaining health and safety practices?
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________



Interview Question Bank and Recording Documents
Note to the Assessor
It is not mandatory for you to ask the candidate all the questions in this question bank. The candidate may have provided sufficient information to
demonstrate competence based on their self-assessment and documentary evidence. You will need to use your professional judgement as to which
questions you focus on at this stage of the assessment. You may choose to discuss a work task topic rather than ask a series of direct questions.
Record of interview
Candidate’s name
Assessor’s name
Interview only 
How/where interview was At an RTO’s premises  Name: _______________________________
conducted
Demonstration/theory assessment 
In the workplace  Name: _______________________________


Core units
SITXCOM001A Work with colleagues and customers SITHFAB011A Develop and update food and beverage knowledge
SITXCOM002A Work in a socially diverse environment SITHFAB020A Apply food and beverage skills in the workplace
SITXCCS002A Provide quality customer service SITXFIN001A Process financial transactions
SITXCOM003A Deal with conflict situations SITHFAB001A Clean and tidy bar areas
SITXOHS001A Follow health, safety and security procedures SITHFAB002A Operate a bar
SITXOHS002A Follow workplace hygiene procedures SITHFAB003A Serve food and beverage to customers
SITXHRM005A Lead and manage people SITHFAB015A Prepare and serve cocktails
SITXINV001A Receive and store stock SITHFAB009A Provide responsible service of alcohol
SITXINV002A Control and order stock SITHFAB005A Provide table service of alcoholic beverages
SITXMGT001A Monitor work operations SITHFAB004A Provide food and beverage service

SITXOHS004A
security practices
SITHIND003A Provide and coordinate hospitality service

SITXCOM001A Work with colleagues and customers

1. Why is it important for people in the industry to work as a team?   5
2. What forms of communication do you consider to be important for the

hospitality industry? Give examples where they can be used.   1
3. Why is personal presentation and personal hygiene important for a

hospitality worker? What are some of the important hygiene rules? eg   2
shower regularly
Suggested responses
1. It is very important for people working in a kitchen to work as a team. The kitchen team must work together to prepare
cook and present meals for the customers. If you do not work together, you are letting the team, business and customer
down. Helping other members of the team when help is required are qualities of a good team member.
2. Oral communication – calling out orders in a kitchen from a docket and answering the telephone.
Written communication – writing docket or menus, emails and food or drink orders to suppliers.
Nonverbal communication – body language including facial expression and hand gestures can help relay or confirm
messages.
3. The way you present yourself is what people see. First impressions play a very important role in the hospitality industry.
Shower regularly and use deodorants, wear clean and ironed uniforms, brush teeth and have good dental hygiene, wear
as little jewellery as possible, wash hands regularly with hot soapy water, no dirty fingernails and no nail polish in the
kitchen.


SITXCOM002A Work in a socially diverse environment

1. Have you worked with people from different cultural or social backgrounds?
If so, how did you communicate with them and what were some of the   1, 2
advantages of working with them.
Suggested response
1. In the hospitality industry people come from all parts of the world. People from other parts of the world bring with them
different religions, cultures, foods, dietary habits, language, dress and skills. All these can be a major advantage to our
hospitality industry and us.


SITXCCS002A Provide quality customer service

1. Discuss occasions when you have identified opportunities to develop and

maintain product service knowledge to provide a total quality service   1
experience.
2. Explain how you have provided a quality service experience to customers

where you have identified different customer preferences and used selling   2, 3
techniques.
3. Explain how you deal with complaints and difficult customer situations. Give
an example.   3
4. Explain how you manage and use information about customers to

proactively provide services.   4
Suggested responses
1. Using customer feedback and workplace observation to evaluate products, services and promotional initiatives and
identify changes in customer preferences, needs and expectations from formal and informal research and make
suggestions to customers to meet their preferences.
2. Offering accurate information about appropriate products and services to customers to meet their needs and
expectations and suggesting extra products or more expensive products.
3. Using questioning techniques to establish and agree on the nature, possible cause and details of the complaint or
difficult customer service situation with the customer and assessing how to rectify the problem.
4. Using this information to develop and maintain knowledge of organisation’s promotional initiatives and implement
where appropriate.


SITXCOM003A Deal with conflict situations

1. What are some key indicators that a conflict is about to take place?   1
2. What are some key strategies you could use when dealing with a conflict?   2, 3
3. Explain how you would resolve a conflict with another employee.   2
Suggested responses
1. Aggressive body language, arms crossed, banging of fist on a table, invading personal space, not listening to the other
person’s point of view, constantly interrupting, raising voice, swearing, aggressive eye contact by staring and use of
sarcasm.
2. Focus on the issue and not the person; listen to the other points of view; concentrate on the main points of the conflict;
find out what each person wants to resolve the conflict and be considerate to all people involved when dealing with the
conflict. The final point is to evaluate the conflict by providing feedback to both parties for a possible resolution.
3. Discussion with candidate.


SITXOHS001A Follow health, safety and security procedures

1. What are your responsibilities and obligations as an employee under

occupational health, safety and security procedures?   1
2. Have you dealt with an emergency situation in a commercial kitchen? (eg a

bomb threat, accidents, fire, power failure, irate customer) If so, how did you   2
deal with the situation?
3. Have you participated in OHS management practices and OHS consultation

processes? What was your involvement?   3
Suggested responses
1. Cooperate with the employer; use equipment correctly and safely; take reasonable care of yourself and colleagues; wear
appropriate uniform, footwear and safety clothing when required.
3. Participate actively in OHS induction and safe work practices; involvement in hazard identification, risk assessment;
suggesting methods for and/or making joint decisions on how to eliminate or control risks; writing parts of OHS policies
and procedures.



1. What is meant by the term ‘cross-contamination’? How do you avoid it?   1, 3, 4
2. What are the main requirements for pathogenic bacteria to grow?   1, 3
3. Explain the difference between food poisoning and food spoilage.   1, 3
4. Have you reported any personal health issues or incidents of food

contamination in the workplace? Who did you report this matter to and what   2
was the outcome?


SITXHRM001A Coach others in job skills

Did the candidate satisfactorily answer the following question? Yes No Matrix/Element
1. When you are conducting a coaching session, it is very important that your
session includes preparation, introduction, demonstration, practice and   1, 2, 3
review. Talk through each of these steps.
Suggested response
1. Preparation – who the learners are and what their current level of knowledge is; break each task into stages and work
out how much time is required and what equipment is needed.
Introduction – make the training interesting and put the learner at ease; give an overview and clearly explain the task or
skill and its importance; check the learners’ knowledge of the task or skill and distribute any documentation.
Demonstration – demonstrate the task or skill; explain each stage and check for understanding by asking questions,
repeating demonstration if necessary.
Practice – make sure enough time is given for learner to complete the task or skill; ask learner to repeat the task or skill
and supervise and assess the learner.
Review – revise all major key points and their importance; give encouragement and support and ask for any further
questions.


SITXFIN003A Interpret financial information

1. Explain the accounting process and some key accounting terminology.   1, 2
2. How have you demonstrated your ability to interpret financial information?

Determine the relationship between that information and the performance of   2
a business.
3. Explain how you have reviewed the financial information in terms of its
impact on day-to-day work operations and describe the actions you have   2
taken.
Suggested responses
1. Any of the following may be explained:

ledgers, subsidiary ledgers and journals, transactions, receipts and disbursements, invoices, accounts payable, debtors
and creditors
reconciliations including purpose, different types of reconciliation and the impact of unpresented cheques, bank charges,
direct debits and credits on reconciliations, cash flow and summary sheets.
2. Analysis of the profit and loss statements and balance sheets as key financial statements can be used to measure
business performance, as key information as an operational manager.
3. Adjustments need to be made based on productivity standards and the amount of income and expenses. This may be
directly related to the occupancy level of the venue.


SITXHRM005A Lead and manage people

1. Discuss how you model high standards of performance and behaviour.   1
2. Explain how you encourage individual commitment in the workplace by

treating people with integrity, respect and empathy.   1
3. Discuss how you have developed team commitment and cooperation.   2
4. Discuss how you have managed the team’s performance and encouraged
improvement.   1, 2, 3
Suggested responses
1. Show support and commitment to the organisation and staff; treat people with integrity, respect and empathy.
2. Communicate expectations, roles and responsibilities of team members and leaders in a way that encourages
individuals and teams to take responsibility for their work. Model and encourage open and supportive communication
styles.
Represent the team’s interests appropriately in the wider environment and understand how they feel about issues.
3. Assess the skills of team members and provide opportunities for individual development.
Provide mentoring and coaching support to team members and recognise and reward team achievements.


SITXINV001A Receive and store stock

SITXINV002A Control and order stock
1. Explain some of the key principles of stock control.   1, 2, 3
2. Do you check incoming stock against orders and delivery documentation

according to enterprise procedures?   1
3. What should you be looking for when you are checking in stock which has
been ordered?   1, 2
4. What considerations should be given to OHS procedures related to stock

handling and storage?   2, 3
5. Describe the stock ordering procedures at your workplace. Include details of

the receiving process.   1, 2, 3, 4
6. Discuss the stock recording systems including the stocktake procedures

appropriate to the industry.   2, 3, 5
7. Describe the stock security systems used and the stock control
documentation and system.   2, 3, 5
8. Discuss the reasons for stock loss and/or damage and the methods used to
control these.   2, 3, 5

SITXINV001A Receive and store stock

SITXINV002A Control and order stock
Suggested responses
1. Some of the key principles of stock control are what stock needs to be ordered, what stock is already on hand, rotating
stock (first in, first out), doing regular stocktakes, requisition for stock moving in and out of the stores and security for
pilferage or theft.
2. Check stock against delivery docket and record any adjustments or let supervisor know.
3. Firstly, have a copy of the order form and check against the delivery docket to see if everything has been documented.
Check all received for weight, use-by dates, freshness and ripeness, quality against damage and quantity against the
number ordered.
4. Storeroom should be cleaned and floors washed daily; storerooms should be tidied and floors washed daily; all goods
received should be transferred from cardboard containers into containers, trays, racks etc and rubbish removed.
5. Depends on establishment.
6. Stock take – monthly/weekly – candidate to describe documentation used.
7. Security to include locking storerooms, signing for keys, room reports, counting linen etc.
8. Inappropriate storage, no security etc

SITXMGT001A Monitor work operations

1. Discuss how you monitor the efficiency and service levels on an ongoing
basis through close contact with day-to-day operations.   1, 2, 4
2. Discuss how you plan and organise workflow to include delegating duties
according to principles of delegation.   2, 4
3. Discuss how you maintain workplace records such as rosters, bookings etc
to provide a successful operation.   3
4. Discuss some problems that were identified, the solutions generated and the
follow-up procedure to ensure that corrective measures were put in place.   4

SITXMGT001A Monitor work operations

Suggested responses
1. Identify quality problems and issues promptly and make appropriate adjustments by observation and customer
comments on a daily basis.
Proactively consult with colleagues about ways to improve efficiency and service levels.
2. Assess colleagues’ current workload accurately and delegate as required using the following as a guide:
• knowledge of team strengths and weaknesses
• knowledge of context-specific factors such as resource constraints
• self-knowledge
• communication and some form of evaluation.
3. Complete workplace records accurately and submit as agreed:
• staff records, timesheets, rosters etc
• regular performance reports if part of their role
4. From their experience, problems could include:
• difficult customer service situations
• equipment breakdown or technical failure
• failure to deliver promised service to customers
• procedural inadequacies or failures
• unrealistic or impractical product development or marketing resulting in operational difficulties
• inadequate staffing or poor rostering.

SITXOHS004A Implement and monitor workplace health, safety and security practices
1. Discuss how you clearly provide updated information on health, safety and
security to staff.   1
2. Discuss how you monitor to ensure safe work practices on a daily basis.   1, 2
3. Discuss how you coordinate consultative arrangements for the management

of health, safety and security issues with all staff and how you follow up on   2, 3
their suggestions.
4. Discuss how hazards are identified according to legislation requirements

and what controls are put in place to rectify these hazards.   3, 4
5. Discuss how you implement the necessary training required.   4, 5
6 Can you complete OHS records and reports accurately and legibly and
store according to the organisation and legal requirements?   6

SITXOHS004A Implement and monitor workplace health, safety and security practices
Suggested responses
1. This can be done in team meetings, on noticeboards, in training sessions, on fact sheets about
OHS rights and responsibilities, in staff handbook or diary, in consultation with all employees during the course of business.
2. Through observation, listening to staff or whiteboard or through use of staff suggestion box to report any issue of
concern.
3. Formal meetings with agendas, minutes and action plans, formal OHS representatives, formal
OHS committees.
Involvement of personnel in writing parts of OHS policies and procedures or special staff
meetings or workshops to specifically address OHS issues.
4. Hazards can be identified through consultation records such as diaries of meetings, hazard
identification records, risk assessments, agendas for, and minutes of, meetings, committee members, through consultation
decisions and follow-up actions and can be controlled by the following in accordance with legislation:
• developing training action plans and providing training or organising the repairs, replacement or removal of the hazard.
5. Specific training can be organised for staff, eg chemical training is part of their induction as it is
necessary to undertake this training before they start.
6. Workplace samples may be used as evidence or give candidate a form to complete with a case
study.

SITHFAB011A Develop and update food and beverage knowledge

1. Explain how you source the required

information on food and beverages to maintain current knowledge of   1
food and beverages.
2. Explain what advice you have provided on menu items in response to

special dietary or cultural requirements or suitable combinations of food   2
and beverages where appropriate.
Suggested responses
1. Sources of information may include chefs, cooks and other food service personnel, general
and trade media, including print and electronic material, food and beverage reference books, recipes and menus, the
internet, trade shows and exhibitions and food and cooking demonstrations.
Current market trends may be typical foods and wines of the local area, seasonal produce, enterprise menus and specials,
trends and/or current food and beverage festivals or any promotional activities.
2. Dietary or cultural requirements may include kosher, halal, food exclusions for allergies and food intolerance or vegetarian.
Traditional combinations of foods, beverages achieving balance of textures, colour and
nutrition to suit customer preferences.


SITHFAB020A Apply food and beverage skills in the workplace

1. Describe how you prepare for food and beverage services.   1
2. Describe the process for serving customers to include menu items, bar and
wine lists.   2
3. Explain the duties you perform as part of the end-of-service procedures.   3

SITHFAB020A Apply food and beverage skills in the workplace

Suggested responses
1. Follow a jobs checklist and work schedule according to enterprise policies and procedures to prepare for food and
beverage service; liaise with other team members on the table and room set-up, type of menu and style of service, and the
wines and drinks lists; liaise with the chef about the menu, available portions and the specials; carry out mise en place
according to enterprise procedures and requirements; check availability of bar stock and food items, equipment cleanliness
and quantity required for food and beverage service according to established systems and procedures.
2. Greet customers courteously and appropriately according to allocated table plan and provide relevant information;
recommend menu items and alcoholic and non-alcoholic beverages to meet individual needs, special requests or dietary
requirements of customers and up-sell as appropriate; prepare alcoholic and non-alcoholic beverages and serve menu items
and wines using appropriate service methods to meet customer expectations of quality, presentation and timeliness of
delivery; work cooperatively as part of the floor or bar team and according to work plan; follow workplace safety and hygiene
procedures according to enterprise and legislative requirements; provide quality customer service and deal appropriately
with complaints according to enterprise procedures; identify problems, determine possible solutions and take appropriate
action to resolve the situation according to the job role and enterprise procedures.
3. Complete end-of-service procedures according to enterprise procedures, OHS requirements and environmental
considerations; store food and beverage service items, equipment and commodities appropriately to minimise waste; check
bar closing stock, prepare a requisition for replacement stock and complete timesheets where appropriate; participate in
debriefing sessions with colleagues where appropriate, identifying possible improvements.

SITHXFIN001A Process financial transactions

1. Describe the procedures for processing different types of transactions and

payments.   1
2. Discuss the procedure for reconciliation and balancing process for the
organisation for either manual or electronic transactions.   2
3. Discuss how GST affects financial transactions in the industry.   RSkills
4. Discuss security procedures for cash and other financial documentation.   2

SITHXFIN001A Process financial transactions

Suggested responses
1. Receive and check cash float accurately where appropriate using correct documentation; check payments received from
customer and give correct change; prepare and issue accurate records including all relevant tax details; process and record
transactions according to organisation and financial institution procedures; when cash payments are required, check
documents and issue cash according to enterprise procedures; conduct transactions using appropriate software
applications, electronic cash registers etc; conduct transactions to meet enterprise speed and customer service standards.
2. Perform balancing procedures at the designated times according to enterprise policy and in consultation with colleagues;
where appropriate, separate any cash floats from takings before balancing procedure and secure according to enterprise
procedures; determine register or terminal reading or printout where appropriate; remove payments received and transport
according to enterprise security procedures.
3. Count and calculate payments accurately and record GST 10% of revenue.
4. Determine balance between register or terminal reading and sum of payments accurately; investigate or report
discrepancies in the reconciliation with the scope of individual responsibility; record takings according to enterprise
procedures; follow security protocol as per organisation.

SiTHFAB001A Clean and tidy bar areas

1. Explain the requirements under the Liquor

Control Act and Health Act of cleaning and tidying bar areas.   1
2. Discuss the cleaning procedure for public areas.   2
Suggested responses
1. Clean bar surfaces and equipment to standards and hygiene regulations, making sure glass washer is above 70 degrees.
Check condition of utensils and glassware during the cleaning process for dirty or damaged items and rectify.
Safely dispose of broken and cracked items and other waste according to enterprise procedures and environmental
considerations.
2. Discuss public areas that require cleaning or maintenance promptly and take appropriate action.
Clear empty and unwanted glasses on a regular basis with minimum disruption to customers.
Clean and prepare tables and public areas hygienically according to enterprise requirements while interacting with
customers appropriately.



1. Explain how you would prepare a bar for service.   1
2. Describe the process for taking drinks orders.   2
3. Describe some of the drinks you can prepare (including garnishes etc) and
serve and what mishaps can occur and how you handle them.   3
4. Discuss the duties you perform when closing down bar operations.   4
5. Explain the problem-solving skills you need when dealing with beer
reticulation issues.   RK
6. Describe major types of beverages and their characteristics including beers,

spirits, mixed drinks, soft drinks, wines and fortified drinks, and give an   RK
overview of the most commonly requested cocktails.


Suggested responses
1. Set up bar display and work area depending on the style of bar service; check and restock bar products and materials
where necessary, completing any required documentation; store all items in correct place and at correct temperature;
prepare a suitable range of decorations, coasters and edible and non-edible garnishes and stock, according to enterprise
requirements.
2. Take orders and note or memorise them correctly; check products and brand preferences with the customer in a courteous
manner; advise customer on a selection of drinks and make recommendations where appropriate; identify any specific
customer preferences.
3. Serve drinks promptly and courteously according to customer preferences, using required glassware and garnishes; prepare
drinks according to legal and enterprise standards, using the correct equipment, ingredients and standard measures;
prepare non-alcoholic beverages and serve according to customer preference; minimise wastage and spillage; check
beverage quality during service and take corrective action when required; report beverage quality issues promptly to the
appropriate person; provide tray service where appropriate, according to enterprise procedures; attend to any mishaps
promptly and safely.
4. When appropriate, shut down equipment safely; clear, clean or dismantle bar areas according to enterprise procedures;
store any leftover garnishes hygienically and at the correct temperature; check and reorder stock according to enterprise
procedures; set up bar correctly for next service, ensuring equipment, stock and glasses are in correct place; where
appropriate, conduct a handover to incoming bar staff and share relevant information.
5. Check gas, beer, cooler etc and make adjustments.
6. Candidate may discuss; dry and dry, cocktails, mocktails (non-alcoholic ‘cocktails’), mixers, local and imported beers, juices,
half-shots, full-shot beer strengths and frappés.


1. Explain how you would prepare for service.   1
2. Explain the procedure for welcoming customers.   2
3. Explain how you take and record orders accurately and legibly, and convey
them promptly to the kitchen or bar.   3
4. Explain how you serve food and beverages courteously to the correct
person.   4
5. Explain close down after service.   RK


Suggested responses
1. This may include the following: check furniture and fittings for cleanliness and condition before service, and take corrective
action where required; prepare and adjust the environment to ensure comfort and ambience for customers as appropriate;
set up any furniture according to enterprise requirements, customer requests and customer/staff convenience and safety;
check any furniture for stability and customer and service personnel access according to legislative requirements; check and
prepare equipment for service and remove, clean or replace items which do not meet enterprise standards; display food
and beverage items according to enterprise and legislative requirements.
2. Greet customers on arrival, according to customer service standards; provide information to customers, giving clear
explanations and descriptions; make recommendations and suggestions to customers to help them with drink and meal
selection; answer customer questions on menu items correctly and courteously.
3. Take and record orders accurately and legibly using the format required and convey promptly to the kitchen or bar; operate
the ordering system; relay information about any special requests or dietary or cultural requirements to relevant person;
provide glassware, service ware and cutlery suitable for menu choice; process accounts and receive payment at
appropriate time.
4. Collect food and beverage selections promptly from kitchen or bar, check for accuracy and presentation and convey safely
to customers; serve food and beverage courteously to correct person; recognise promptly and follow up any delays or
deficiencies in service; advise and reassure customers about any delays or problems; check customer satisfaction at the
appropriate time; remove used items in a timely manner and safely transfer to appropriate location for cleaning; dispose of
leftover food and disposables, according to hygiene regulations and enterprise practice; dispose of recyclable items
according to local regulations and enterprise practice; thank and farewell customers courteously.
5. Clear, clean, dismantle and store furniture and equipment following safety requirements; prepare and set up for next
service according to enterprise procedures and requirements; review and evaluate services with colleagues where
appropriate and identify possible improvements; provide handover to incoming colleagues and share relevant information.

SITHIND001A Develop and update hospitality industry knowledge

1. How do you source hospitality industry information? How do you keep in

touch with changing trends over the time in which you have been involved in   1
the hospitality industry?
2. Name five (5) hospitality sectors found in a large hotel or resort, eg front
office.   3
3. Name three (3) commercial and two (2) non-commercial establishments

involved in the hospitality industry.   3
4. The hospitality industry has many Acts and Regulations like the Workplace
Health and Safety Act 1995. Give examples of some Acts and Regulations   2
and the role they play in the hospitality industry.
Suggested responses
1. The internet, television programs relating to cooking, hospitality and tourism, hospitality and cooking magazines and
books, colleagues, industry contacts, suppliers and education and training.
2. Front office, accounts, food and beverage, stores, food/kitchen, maintenance, room service, housekeeping,
entertainment and security.
3. Commercial example: Hyatt Hotel; non-commercial example: Sir Charles Gairdner Hospital
4. The Workplace Health and Safety Act 1995 provides a safe place for people to work in and customers to dine in; the
Trade Practices Act 1974 provides protection against the sale of goods or food that are not what they say they are on a
menu, eg dhufish; the Liquor Control Act 1987 regulates to liquor licensing of establishments that sell alcohol.
Comments/observations (If the questions were not satisfactorily answered, state whether practical assessment or gap training is required.



Assessment judgement
During the interview did the candidate: Yes No
• demonstrate reasonable knowledge and skills relating to the units covered in SIT40307 Certificate IV in
Hospitality?  
The candidate’s underpinning knowledge is: satisfactory  for all units satisfactory  for some units
not satisfactory  for all units not satisfactory  for some units
Assessor’s comments on judgement made about the candidate
Comments
Has the candidate been informed about skills gap training if necessary? yes  no 
Assessor’s name Assessor’s signature Date
Candidate’s name Candidate’s signature Date


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RPL Assessment Tool Kit

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Western Australian Department of Education and Training materials, regardless of

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This permission is subject to the inclusion of an acknowledgement of the source.

Published by and available from

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© Department of Education and Training 2009 Page 4 of 101

SIT07 Tourism, Hospitality and Events Training Package

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© Department of Education and Training 2009 Page 6 of 101

Electives used for this RPL

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SIT50307 Diploma of Hospitality

Unit Code Unit Title Unit Code Unit Title

plus one of the following which may have been completed in

SITXFIN005A Prepare and monitor budgets or

Develop and update legal knowledge

SITXHRM003A Roster staff Electives used for this RPL

SITXOHS005A Establish and maintain an OHS system

© Department of Education and Training 2009 Page 8 of 101

SIT50307 Diploma of Hospitality

Have you followed up on the evaluation results?  

Page 9 of 101 © Department of Education and Training 2009

SITXGLC001A Develop and update legal knowledge

Do you possess the knowledge to explain legislation that affects

Have you had to apply your legal knowledge to specific

SITXHRM003A Roster staff

Can you describe factors and issues affecting staff rostering?  

Have you developed a spreadsheet using cell-based formulas to

© Department of Education and Training 2009 Page 10 of 101

Have you encouraged diversity in the workplace?  

Have you used cross-cultural communication techniques as a

SITXMGT002A Develop and implement operational

Have you developed an operational plan for a specific

Have you then effectively implemented the plan, including

Have you evaluated and monitored the aspects of the plan to

Page 11 of 101 © Department of Education and Training 2009

SITXMGT006A Establish and conduct business

Have you established and maintained business relationships by

Have you used key performance indicators in the industry?  

Can you demonstrate your involvement in work activities that

Have you developed comprehensive OHS system documents

© Department of Education and Training 2009 Page 12 of 101

SITHIND003A Provide and coordinate hospitality

Can you provide any evidence of the provision of integrated

Page 13 of 101 © Department of Education and Training 2009

Alternatively, the following units of competency can be used.

SITHCCC028A Prepare, cook and serve food for menus

Have you prepared, cooked and served food including

Are you multi-skilled and can you respond to many demands

© Department of Education and Training 2009 Page 14 of 101

SITHCOM005A Make presentations Yes No What evidence can you provide?

Have you delivered a presentation, such as in a large meeting

Can you conduct a meeting that demonstrates your ability to

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SIT07 Tourism, Hospitality and Events Training Package

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