This qualification provides the skills and knowledge for an individual to be competent in skilled operations with the need to apply discretion and judgement. Work would be undertaken in various hospitality settings, such as restaurants, hotels, motels, clubs, pubs, cafes and coffee shops. Individuals may have some responsibility for others and provide technical advice and support to a team.
Job rolesIndividuals with this qualification are able to perform roles such as:
- preparing and serving drinks at a bar
- preparing and serving espresso coffee
- serving food, wine and other beverages at tables
- providing reception or front desk services
- providing housekeeping services
- providing gaming services.
Possible job titles include
- bar attendant
- wine waiter
- front desk receptionist
- gaming attendant.
Entry RequirementsThere are no entry requirements for this qualification.
Funded under the User Choice Program
Full Price – Priority Population Groups & SATs:
Queensland Government Contribution – All Other Students:
Number of funded units of competency:
- Existing Workers are not funded under the User Choice program for Priority 2 and Priority 3 qualifications
- Full Price is only applicable to school-based apprentices and trainees (SATs), and priority population groups
- Queensland Government Contribution is applicable to all other students
- Each apprentice/trainee will only be funded once under User Choice unless the second qualification is higher priority as listed on National Skills Needs List
Australian Apprenticeships Incentive Program: Employer IncentivesThe Australian Apprenticeships Incentives Program provides a number of incentives to assist employers who take on an Australian Apprentice. Eligibility for incentives under the Australian Apprenticeships Incentives Program may be affected by the duration of the employment relationship you have with your current employee.
Definition of an Existing Worker:
- Employed three months or more full-time equivalent or 12 months part-time or casual
Existing worker: full-time $3,000 on completion Existing worker: part-time $1,500 on completion New worker: full-time $1,500 commencement payment paid at 6 months$2,500 paid on completion New worker: part-time $1,500 paid on completion School-based apprenticeship $1,500 commencement payment paid at 6 months$2,500 paid on completion$750 school-based incentive$750 retention incentive
Employer Fee Structure: Student Contribution Fees
- School-based Apprentices or Trainees are exempt from paying Student Contribution Fees
- Part-time or full-time trainees are charged under the User Choice Program in 2012 as $1.55 per nominal hour for each Unit of Competency/Module delivered. Student Contribution Fees are adjusted annually.
- The total of the Student Contribution Fee will depend on the units selected in the Training Plan. An indicative fee based on previous Training Plans is between $850 and $1,000 per trainee.
Course UnitsTo be awarded with the SIR30212 Certificate III in Retail Operations, the following units must be completed:
SITXOHS001B- Follow health, safety and security procedures
This unit describes the performance outcomes, skills and knowledge required to follow predetermined health, safety and security procedures. It requires the ability to incorporate safe work practices into all workplace activities and to participate in the organisation’s OHS management practices. OHS legislation in all Australian states and territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace. They have a duty to cooperate with their employer’s initiatives to ensure safety at work.
SITXOHS002A-Follow workplace hygiene procedures
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.
SITHIND001B-Develop and update hospitality industry knowledge
This unit describes the performance outcomes, skills and knowledge required to develop and update current and emerging information on the hospitality industry, including industry structure, current technology and key environmental, community, legal and ethical issues that must be considered and applied by hospitality industry personnel in their day-to-day work. The unit focuses on the ability to source and comprehend general hospitality industry information and covers the initial and ongoing development of a person’s required knowledge base. This information underpins effective performance in the hospitality industry. More specialised and advanced hospitality research and management knowledge is found in other units.
SITHIND003A-Provide and co-ordinate 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.
SITXCOM001A-Work with colleagues and customers
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.
SITXCOM002A-Work in a socially diverse environment
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.
SITXCCS002A-Provide quality customer service
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.
SITXHRM001A-Coach others in job skills
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.
Example elective units
SITHFAB012B-Prepare and serve espresso coffee
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.
SIRXSLS002A-Advise products and services
This unit describes the performance outcomes, skills and knowledge required to apply a depth of specialist or general product knowledge and a need for experience and skill in offering advice to customers.
SITXFIN001A-Process financial transactions
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.
SITXCOM003A-Deal with conflict situations
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.
SITXCOM004A-Communicate on the telephone
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.
SITHFAB003A-Serve food and beverage to customers
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.
SITHFAB004A-Provide food and beverage services
This unit describes the performance outcomes, skills and knowledge required to provide quality food and beverage service to customers in a range of hospitality industry enterprises.
SITHFAB005A-Provide table service of alcoholic beverages
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.
How is the course delivered?For team members/staff the training can be held at your work place (we come to you) with a combination of workplace projects to actually benefit your work place whilst your staff train.” Staff can also access their resources online via our online resource facility.
There is also an option for staff to complete all of their training “online” which is fully supported with one to scheduled sessions, with our experienced industry trainers. Workplace projects still need to be completed with the online option.
For Individuals wishing to gain a Nationally Recognised Qualification to gain or further their career with provide you with an online training option which is fully supported with one to one scheduled sessions with our experienced industry trainers.
A practical component of training is also necessary with online training.