Core units
SITXOHS001B
Follow Health, Safety And Security Procedures
12.00 hr
SITXMGT001A
Monitor Work Operations
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work operations within a tourism or hospitality context. As such it includes fundamental knowledge of management roles and responsibilities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXMGT002A
Develop And Implement Operational Plans
50.00 hr
This unit describes the performance outcomes, skills and knowledge required to undertake workplace planning with an operational focus. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXCOM001A
Work With Colleagues And Customers
25.00 hr
This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums.
SITXCCS002A
Provide Quality Customer Service
40.00 hr
This unit describes the performance outcomes, skills and knowledge required to provide quality service to customers in a range of service industry workplaces. It requires the ability to determine and address diverse customer needs and expectations, ascertain changes in customer preferences, establish rapport, deal with complaints and difficult service situations, use opportunities for promoting and up-selling, apply knowledge of protocol and ritual for particular types of industry sectors and organisations, and systematically manage a clientele through rewards systems, databases, etc. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. This unit builds on the skills addressed in other units dealing with customer service and communication, such as SITXCOM001A Work with colleagues and customers.
SITXCCS003A
Manage Quality Customer Service
30.00 hr
This unit describes the performance outcomes, skills and knowledge required to manage customer service quality in a range of service industry workplaces. It requires the ability to develop and monitor management strategies to enhance and oversee the delivery of quality customer service. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXCOM002A
Work In a Socially Diverse Environment
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to be culturally aware when serving customers and working with colleagues from diverse backgrounds. It requires the ability to communicate with people of different social and cultural backgrounds with respect and sensitivity and address cross-cultural misunderstandings. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXCOM003A
Deal With Conflict Situations
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to resolve conflict situations with customers and colleagues. It also describes the resolution of escalated complaints. The unit covers the conflict resolution skills required to address conflicts that may arise in day-to-day work situations. It does not cover formal negotiation, counselling or conducting mediation. This unit builds on the basic skills and knowledge found in other units that address communication, such as SITXCOM001A Work with colleagues and customers.
SITXFIN003A
Interpret Financial Information
60.00 hr
This unit describes the performance outcomes, skills and knowledge required to interpret the types of financial information used by operational supervisors and managers in their day-to-day work activities. The unit focuses on understanding key financial terminology, different types of financial reports and on how financial information is used in the management of a business. This unit is therefore related to other financial units such as: SITXFIN004A Manage finances within a budget, SITXFIN005A Prepare and monitor budgets, and SITXFIN008A Manage financial operations.
SITXFIN004A
Manage Finances Within a Budget
30.00 hr
This unit describes the performance outcomes, skills and knowledge required to take responsibility for budget management where others may have developed the budget. The skills and knowledge for budget development are found in unit SITXFIN005A Prepare and monitor budgets.
SITXFIN005A
Prepare And Monitor Budgets
30.00 hr
This unit describes the performance outcomes, skills and knowledge required to prepare and monitor budgets. It builds on the skills in unit SITXFIN004A Manage finances within a budget. While the nature of the budget may vary, the unit focuses on the key managerial skills of analysing financial information to inform developing a budget, drafting a budget and monitoring budget performance over time. This unit requires researching and analysing financial and other business information and applying it to budget planning, development, negotiation and monitoring. It requires sound knowledge of accounting principles, budget development methods, and presentation formats for different types of budget.
SITXGLC001A
Develop And Update Legal Knowledge Required For Business Compliance
80.00 hr
This unit describes the performance outcomes, skills and knowledge required to ensure business compliance with legislation across a broad range of operational areas. Ability to research and apply relevant legal information to business operations is the key focus of the unit. This is combined with a general knowledge of the legal framework in which businesses in different contexts operate. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXHRM001A
Coach Others In Job Skills
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to provide on-the-job coaching to colleagues. This unit has no parity with units in Training and Assessment Training Package, but reflects the situation in many workplaces where buddy systems and on-the-job coaching are extremely common.
SITXHRM003A
Roster Staff
30.00 hr
This unit describes the performance outcomes, skills and knowledge required to develop, administer and communicate staff rosters.
SITXHRM005A
Lead And Manage People
60.00 hr
This unit describes the performance outcomes, skills and knowledge required to lead and manage teams of people in the workplace, including volunteers where appropriate. The unit focuses on modelling high standards, developing commitment and managing team performance through effective leadership. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXHRM007A
Manage Workplace Diversity
60.00 hr
This unit describes the performance outcomes, skills and knowledge required to provide leadership in a diverse workplace where customers and staff are from a wide range of backgrounds. It builds on the unit SITXCOM002A Work in a socially diverse environment, and reflects the importance of managing diversity in the workplace.
SITXINV001A
Receive And Store Stock
10.00 hr
This unit describes the performance outcomes, skills and knowledge required to receive and store stock. It requires the ability to check and take delivery of stock, other than food, and to appropriately store, rotate and maintain the quality of stock items. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. This unit has commonality with SITHCCC003A Receive and store kitchen supplies, which deals specifically with the receipt and storage of food items and related food safety issues. The control and ordering of stock levels is covered in SITXINV002A Control and order stock
SITXINV002A
Control And Order Stock
25.00 hr
This unit describes the performance outcomes, skills and knowledge required to control and order stock. It requires the ability to process stock orders, maintain stock levels, minimise stock losses, manage stocktakes and maintain all documents that relate to the administration of stock. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. The skills required by managers to establish and monitor cost-effective order and supply arrangements are covered in SITXINV003A Manage and purchase stock.
SITXMGT006A
Establish And Conduct Business Relationships
60.00 hr
This unit describes the performance outcomes, skills and knowledge required to manage business relationships with customers or suppliers. It requires the ability to establish and maintain business relationships, conduct formal negotiations and make and manage agreements or contracts. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXOHS002A
Follow Workplace Hygiene Procedures
15.00 hr
This unit describes the performance outcomes, skills and knowledge required to apply good hygiene practices within a range of service industry operations. It requires the ability to follow predetermined procedures, identify and control simple hazards and take particular hygiene measures to ensure the non-contamination of food and other items that might put customers, colleagues and self at a health risk. This unit is one of three hierarchical units describing varying levels of participation in food safety processes: *SITXOHS002A Follow workplace hygiene procedures *SITXFSA001A Implement food safety procedures * SITXFSA002A Develop and implement a food safety program. Food safety is nationally legislated by the Food Standards Australia New Zealand Act 1991 which provides for the operation of a statutory authority known as Food Standards Australia New Zealand. The Australia New Zealand Food Standards Code (the Code) developed by this authority contains an individual standard for food safety practices. A large component of that standard deals with the health and hygiene of food handlers. This unit of competency complies with the legislative requirements for food safety and hygiene practices as outlined in the Code. The legislative requirement for a business to comply with the national standard for food safety practices, along with training and certification requirements, differs between state and territory governments. In some cases food handlers, especially designated food safety supervisors, may be required to formally achieve competence in hygiene practices through a registered training organisation that may use this unit as the basis for their training.
SITXOHS004B
Implement And Monitor Workplace Health, Safety And Security Practices
30.00 hr
SITXOHS005A
Establish And Maintain An OHS System
30.00 hr
This unit describes the performance outcomes, skills and knowledge required to develop, implement and sustain effective, professional and contemporary OHS management practices. It focuses on the establishment and review of systems, policies and procedures designed to ensure a safe workplace. A systematic management approach is central to compliance with OHS legislation which, in all Australian States and Territories, imposes obligations on businesses whether small, medium or large to manage the safety of their workers and anyone else in the workplace. No occupational licensing or certification requirements apply to this unit at the time of endorsement. This unit is one of three hierarchical units describing varying levels of participation in OHS management practices:
*SITXOHS001B Follow health, safety and security procedures
*SITXOHS004B Implement and monitor workplace health, safety and security practices
*SITXOHS005A Establish and maintain an OHS system.
The processes necessary to control specific workplace safety risks are covered in:
*SITXOHS003B Identify hazards, and assess and control safety risks
Bars, Hotels Restaurant Management
SITHFAB001B
Clean And Tidy Bar Areas
15.00 hr
This unit describes the performance outcomes, skills and knowledge required to provide general assistance in a bar area. It includes the skills to clean and tidy bars and public areas, including collecting glasses and interacting with customers. It does not include the preparation and service of alcoholic beverages which is found in the unit SITHFAB002B Operate a bar. Some states and territories will have legislative requirements in relation to the service of alcohol.
SITHFAB002B
Operate a Bar
35.00 hr
This unit describes the performance outcomes, skills and knowledge required to carry out bar operations in a range of hospitality enterprises. The unit involves the service of a range of alcoholic and non-alcoholic beverages commonly found in a bar. It does not include the making of espresso coffee which is found SITHFAB012A Prepare and serve espresso coffee. Some States and Territories will have legislative requirements in relation to service of alcohol.
SITHFAB005A
Provide Table Service Of Alcoholic Beverages
50.00 hr
This unit describes the performance outcomes, skills and knowledge required to advise on and serve a range of bottled and pre-poured alcoholic beverages within a hospitality setting. It covers general knowledge of and service of all alcoholic beverages, including wines. The unit is related to SITHFAB011A Develop and update food and beverage knowledge, which also covers general information on beverages. Specialist knowledge and service of wines is found in SITHFAB325A Provide specialised advice on Australian wines and SITHFAB326A Provide specialised advice on imported wines. The essential knowledge base for this unit will vary according to local industry needs, and it is vital that any training take account of these. Some States and Territories will have legislative requirements in relation to service of alcohol.
SITHFAB011A
Develop And Update Food And Beverage Knowledge
50.00 hr
This unit describes the performance outcomes, skills and knowledge required to develop and maintain the general product knowledge required in food and beverage attending, bar service and catering. The unit brings together much of the product knowledge that underpins effective work performance in a range of food service roles. It addresses food knowledge and the relationship between different foods and beverages. It focuses on the need for ongoing updating of knowledge by all food and beverage staff. Types of food for which knowledge may be required include traditional or contemporary items and may be of varying ethnic origins.
The specific product knowledge that applies to those mainly involved in beverage service is found in other units such as SITHFAB005A Provide table service of alcoholic beverages and SITHFAB002A Operate a bar. Care should be taken to avoid repetition in training and assessment. There are also three other higher level units that deal with specialised food and beverage knowledge. They are SITHFAB013A Provide specialist advice on food, SITHFAB025A Provide specialised advice on Australian wines and SITHFAB326A Provide specialised advice on imported wines. Some States or Territories have legislative requirements in relation to service of alcohol.
SITHFAB013A
Provide Specialist Advice On Food
40.00 hr
This unit describes the performance outcomes, skills and knowledge required to develop and maintain in-depth knowledge of food and apply that knowledge to food service operations. This unit builds on skills and knowledge covered in SITHFAB004A Provide food and beverage service, and SITHFAB011A Develop and update food and beverage knowledge. The unit covers the development of knowledge and provision of advice on foods and menu items to customers. Demonstration of knowledge must cover a wide range of food and food items, however the depth, breadth and focus will vary according to enterprise requirements. Styles of menus to be developed or contributed to may be classical, contemporary or ethnic and may be formal or informal according to enterprise requirements. Special cultural groups may include any ethnic, cultural or religious group with special dietary requirements or sanctions. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITHFAB015A
Prepare And Serve Cocktails
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to prepare and serve cocktails in a range of hospitality enterprises. Cocktails are drinks with a base, usually of one or more spirits, to which other ingredients are added. Some States and Territories will have legislative requirements in relation to service of alcohol.
SITHFAB222A
Conduct a Product Tasting For Alcoholic Beverages
40.00 hr
This unit describes the performance outcomes, skills and knowledge require d to set up and conduct product tastings of alcoholic beverages. The focus of this unit is on the practical skills to set up and conduct a tasting, underpinned by a broad general knowledge of alcoholic beverage products and a specific knowledge of products being tasted. The scope and depth of general knowledge will vary according to the work context but is broadly similar to that found in the food and beverage service unit SITHFAB005A Provide table service of alcoholic beverages. Some states and territories have legislative requirements in relation to service of alcohol that impact on the work activities described in this unit.
SITHFAB324A
Provide Specialised Advice On Food And Beverage Matching
50.00 hr
This unit describes the performance outcomes, skills and knowledge required to provide specialised advice on the matching of food and alcoholic beverages.
Some states and territories have legislative requirements in relation to service of alcohol that may apply to work activities described in this unit.
SITHFAB325A
Provide Specialised Advice On Australian Wines
40.00 hr
This unit describes the performance outcomes, skills and knowledge required to provide specialised advice on Australian wines. It also includes some limited underpinning knowledge about imported wine types in the context of placing Australian wines in a world marketplace. Some states and territories have legislative requirements in relation to service of alcohol that may apply to work activities described in this unit.
SITHACS001A
Provide Accommodation Reception Services
30.00 hr
This unit describes the performance outcomes, skills and knowledge required to provide arrival and departure services to guests in commercial accommodation establishments. It requires the ability to check daily arrivals, allocate rooms, check guests in and out of their accommodation and complete invoicing of guest charges. It does not include receiving and processing reservations, which are addressed in SITTTSL007B Receive and process reservations and SITTTSL010B Control reservations or operations using a computerised system. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITHCCC001A
Organise And Prepare Food
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to organise and prepare a variety of foods for the kitchen of a hospitality or catering operation. It focuses on general food preparation techniques. The term ‘organising and preparing food’ is also referred to as ‘mise en place’ and includes basic preparation prior to serving food, which may involve cooking components of a dish but does not include the actual presentation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITHCCC002A
Present Food
6.00 hr
This unit describes the performance outcomes, skills and knowledge required to efficiently and professionally plate, present and serve food in a commercial kitchen or catering operation. It may include the presentation of food for Asian cuisines. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITHCCC005A
Use Basic Methods Of Cookery
45.00 hr
This unit describes the performance outcomes, skills and knowledge required to use a range of basic cookery methods to prepare menu items for the kitchen of a hospitality or catering operation. The unit underpins effective performance in all other cookery units. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITHFAB003A
Serve Food And Beverage To Customers
80.00 hr
This unit describes the performance outcomes, skills and knowledge required to serve food and beverage to customers in a range of hospitality industry enterprises. The unit does not focus on the full range of product knowledge and service techniques required in a restaurant dining situation, which is addressed in SITHFAB004A Provide food and beverage service. Some States and Territories have legislative requirements in relation to service of alcohol.
SITHFAB012A
Prepare And Serve Espresso Coffee
30.00 hr
This unit describes the performance outcomes, skills and knowledge required to extract and serve espresso coffee using a commercial espresso machine, including storage of coffee and cleaning, and care and preventative maintenance of machinery. Care and maintenance procedures may vary according to the machine manufacturer recommendations and warranty conditions. Dosage measuring may be mechanical or electronic. Dosing also refers to selecting the correct amount of ground coffee, appropriate particle grind size and prevailing conditions such as ambient humidity. An espresso coffee is the basis of most coffee-based beverages. The unit does not cover general preparation of coffee using methods of coffee extraction other than espresso machines, which is covered in SITHFAB010B Prepare and serve non-alcoholic beverages. The terms barista, senior barista and master barista may have different meanings to diverse individuals and groups. Some prefer to make no designation and refer to a barista as someone who is a trained and expert operator. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITHFAB009A
Provide Responsible Service Of Alcohol
10.00 hr
This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol and to satisfy the requirements for responsible sale and service of alcohol (RSA) under state or territory legislation. A harm minimisation approach is central to compliance with liquor licensing legislation which, across all Australian States and Territories, imposes obligations on all licensed venues to participate in the management of public safety through the responsible sale and service of alcohol. Those developing training to support this unit must consult the relevant state or territory liquor licensing authority to determine any accreditation arrangements for courses, trainers and assessors. This unit covers the RSA skill and knowledge requirements common to all States and Territories. Some legislative requirements and knowledge will differ across borders. In some cases after completion of this unit, state and territory liquor authorities may require candidates to complete a bridging course to address these specific differences. All persons undertaking training as part of a national qualification that includes the sale and service of alcohol must complete this unit. Under differing state and territory legislation it is a required unit only for certain nominated personnel operating in licensed premises.
SITHIND001A
Develop And Update Hospitality Industry Knowledge
25.00 hr
This unit describes the performance outcomes, skills and knowledge required to develop and update knowledge of the hospitality industry, including the role of different industry sectors and key legal and ethical issues that must be considered by hospitality industry personnel in their day-to-day work. This knowledge underpins effective performance in the hospitality industry. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITHIND003A
Provide And Coordinate Hospitality Service
This unit describes the performance outcomes, skills and knowledge required to provide and coordinate hospitality service to customers. The unit integrates a range of well-developed key operational and organisational skills required by service staff in hospitality organisations providing a range of organisation products and services to multiple and diverse customers. The unit brings together the skills and knowledge covered in individual units and focuses on the way these must be applied in a hospitality setting to ensure a smooth work flow and quality customer service. It incorporates preparation, service and close-down of the work area, using a range of techniques, equipment and materials. It involves taking responsibility for own outputs, working as part of a team and taking limited responsibility for the work of others. State and territory licensing requirements may apply.
SITXFIN001A
Process Financial Transactions
25.00 hr
This unit describes the performance outcomes, skills and knowledge required to process simple financial transactions in a range of workplace contexts. Cash and other types of transactions are included in the unit.
SITTTSL007A
Receive And Process Reservations
30.00 hr
This unit describes the performance outcomes, skills and knowledge required to receive and process reservations for a tourism or hospitality product or service offered for sale to agents or direct to the consumer. It requires the ability to determine the availability of the product or service, offer alternatives, accurately record the reservation details and administer the reservation through to finalisation. This unit does not cover specific selling skills required by reservations or call centre staff, nor does it cover the use of a computerised reservation system to manage reservations. These skills are covered by SITTTSL005A Sell tourism products and services and SITTTSL010A Control reservations or operations using a computerised system. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXADM004A
Plan And Manage Meetings
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to plan and conduct structured meetings involving multiple participants. It requires the ability to write and distribute agendas, chair meetings and write minutes. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXADM001A
Perform Office Procedures
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to complete a range of routine office procedures and activities, including writing simple correspondence. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. It does not cover specific financial skills which are found in other units such as SITXFIN001A Process financial transactions. Development of more complex documents and correspondence is covered in SITXADM003A Write business documents.
SITXCOM004A
Communicate On The Telephone
5.00 hr
This unit describes the performance outcomes, skills and knowledge required to communicate effectively on the telephone. It requires the ability to make and receive calls, to take messages on behalf of other people and to use the main features of a telephone correctly. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXENV001A
Participate In Environmentally Sustainable Work Practices
20.00 hr
This unit describes the performance outcomes, skills and knowledge required to participate in environmentally sustainable work practices. It requires the ability to measure self-usage of resources effectively, follow predetermined environmentally sustainable work practices, identify and report on breaches and suggest improvements to work activities that will contribute to environmental sustainability and reduce negative environmental impacts. The unit is the first of three hierarchical service industry units that describe varying levels of participation in work practices that contribute to environmental sustainability. It is equivalent to GCSSUS01A from the Generic Guideline units for Sustainability. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXEVT005A
Organise In-House Events Or Functions
40.00 hr
This unit describes the performance outcomes, skills and knowledge required to organise in-house events or functions from the perspective of an individual working within a commercial venue. The skills required by independent event organisers are covered in other Events units. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
SITXFSA001A
Implement Food Safety Procedures
40.00 hr
This unit describes the performance outcomes, skills and knowledge required to handle food safely during the storage, preparation, display, service and disposal of food within a range of service industry operations. It requires the ability to follow predetermined procedures as outlined in an organisation food safety program. This unit is one of three hierarchical units describing *SITXOHS002A Follow workplace hygiene procedures *SITXFSA001A Implement food safety procedures *SITXFSA002A Develop and implement a food safety program. Food safety is nationally legislated by the Food Standards Australia New Zealand Act 1991 which provides for the operation of a statutory authority known as Food Standards Australia New Zealand. The Australia New Zealand Food Standards Code (the Code) developed by this authority contains an individual standard for food safety practices. This unit of competency complies with the legislative requirements for food safety and safe food handling practices as outlined in the Code. The legislative requirement for a business to comply with the national standard for food safety practices, along with training and certification requirements, differ between state and territory governments. In some cases food handlers and especially designated food safety supervisors, may be required to formally achieve competence in implementing safe food handling practices through a registered training organisation that must use this unit as the basis for their training.