Hospitality

ACT Senior Secondary Certificate or equivalent OR Adult entry | Students must also meet one of the following English requirements: IELTS 5.5 (no bandscore less than 5.0) | TOEFL iBT – 46 | PTE Academic – 42 (minimum of 36 in each band) | Cambridge English test (C1 Advanced and B2 First) - 162.

• BSBWOR203

  Work effectively with others

  CIT Code:	CLER161
  Description:	This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict. It applies to individuals who perform a range of routine tasks using a limited range of practical skills, and a fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility.
  Prerequisites:	Nil

• SITHIND002

  Source and use information on the hospitality industry

  CIT Code:	HOSP213
  Description:	This unit describes the performance outcomes, skills and knowledge required to source and use current and emerging information on the hospitality industry. This includes industry structure, technology, laws and ethical issues specifically relevant to the hospitality industry. Hospitality personnel integrate this essential knowledge on a daily basis to work effectively in the industry. The unit applies to all hospitality sectors and people working at different levels. Managers will use more formal research to attain specialised and comprehensive knowledge to support product planning, marketing and strategic management activities. This is covered in other units of competency. This unit is not about having in-depth knowledge but focuses on the ability to source and interpret information relevant to day-to-day activities in order to maximise work performance.
  Prerequisites:	Nil

• SITHIND004

  Work effectively in hospitality service

  CIT Code:	HOSP185
  Description:	This unit describes the performance outcomes, skills and knowledge required to work effectively in a hospitality environment and provide service to customers during service periods. It requires the ability to integrate a range of individual technical skills while dealing with numerous sales, service or operational tasks simultaneously to meet the needs of multiple and diverse customers. It incorporates preparation, service and end of service tasks. The unit applies individuals working in a range of different departments such as accommodation services, food and beverage, gaming operations and housekeeping, in various hospitality industry settings, including bars, hotels, cafes, restaurants, clubs, pubs and motels. It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.
  Prerequisites:	Nil

• SITXCCS006

  Provide service to customers

  CIT Code:	COMM488
  Description:	This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints. The unit applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. This includes individuals working in a range of tourism, travel, hospitality and events contexts.
  Prerequisites:	Nil

• SITXCOM002

  Show social and cultural sensitivity

  CIT Code:	COMM487
  Description:	This unit describes the performance outcomes, skills and knowledge required to be socially aware when serving customers and working with colleagues. It requires the ability to communicate with people from a range of social and cultural groups with respect and sensitivity, and to address cross-cultural misunderstandings should they arise. The unit applies to all tourism, travel, hospitality and event sectors. All personnel at all levels use this skill in the workplace during the course of their daily activities.
  Prerequisites:	Nil

• SITXWHS001

  Participate in safe work practices

  CIT Code:	OHSS115
  Description:	This unit describes the performance outcomes, skills and knowledge required to incorporate safe work practices into own workplace activities. It requires the ability to follow predetermined health, safety and security procedures and to participate in organisational work health and safety (WHS) management practices. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. All personnel at all levels use this skill in the workplace during the course of their daily activities. The unit incorporates the requirement for all employees under state and territory WHS legislation, to participate in the management of their own health and safety, that of their colleagues and anyone else in the workplace. They must cooperate with their employer and follow practices to ensure safety at work.
  Prerequisites:	Nil

• SITXHRM001

  Coach others in job skills

  CIT Code:	TRNG339
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide on-the-job coaching to colleagues. It requires the ability to explain and demonstrate specific skills, knowledge and procedures and monitor the progress of colleagues until they are able to operate independently of the coach. The unit applies to experienced operational personnel and to supervisors and managers who informally train other people in new workplace skills and procedures. It applies to all tourism, hospitality and event sectors.
  Prerequisites:	Nil

• SITHFAB001

  Clean and tidy bar areas

  CIT Code:	FBEV154
  Description:	This unit describes the performance outcomes, skills and knowledge required to clean bars and public areas, clear and clean glasses, and safely dispose of waste. The unit applies to any hospitality organisation that operates a bar, including hotels, restaurants, clubs, cafes and wineries. It applies to people who work with very little independence and under close supervision, including those commonly known as 'bar usefuls'. The unit can also apply to bar attendants.
  Prerequisites:	OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHFAB002

  Provide responsible service of alcohol

  CIT Code:	FBEV113
  Description:	This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol. Responsible practices must be undertaken wherever alcohol is sold or served, including where alcohol samples are served during on-site product tastings. This unit, therefore, applies to any workplace where alcohol is sold or served, including all types of hospitality venues, packaged liquor outlets and wineries, breweries and distilleries. The unit applies to all levels of sales personnel involved in the sale, service and promotional service of alcohol in licensed premises. Those selling or serving alcohol may include food and beverage attendants; packaged liquor sales persons selling in person, over the phone or online; winery, brewery and distillery cellar door staff; and supplier sales representatives. The unit also applies to security staff who monitor customer behaviour and to the licensee who is ultimately responsible for responsible service of alcohol (RSA) management. The unit incorporates the knowledge requirements, under state and territory liquor licensing law, for employees engaged in the sale or service of alcohol. Certification requirements differ across states and territories. In some cases all people involved in the sale, service and promotional service of alcohol in licensed premises must be certified in this unit. This can include the licensee and security staff. 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 require candidates to complete a bridging course to address these specific differences. 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.
  Prerequisites:	Nil

• SITHFAB003

  Operate a bar

  CIT Code:	FBEV155
  Description:	This unit describes the performance outcomes, skills and knowledge required to prepare a bar for service, take drink orders, prepare and serve alcoholic and non-alcoholic beverages and close the bar down. Customer service and selling skills are found in other units. The unit applies to any hospitality organisation that operates a bar, including hotels, restaurants, clubs, cafes, and wineries. The unit applies to bar attendants who operate with some level of independence and under limited supervision. The sale and service of alcohol is subject to the provisions of liquor legislation law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB201 Provide responsible service of alcohol OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHFAB014

  Provide table service of food and beverage

  CIT Code:	FBEV108
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide quality table service of food and beverage in à la carte or fine-dining settings. It covers high order service techniques to prepare the restaurant for the service period, provide food and beverage advice to customers, serve and clear food and beverages, and complete end of service tasks. Fundamental technical skills for food and beverage service are covered by the unit SITHFAB007 Serve food and beverage. This unit applies to hospitality organisations where table service of food and beverage is provided, such as restaurants, dining rooms and function venues. It applies to food and beverage attendants who work with some independence and under limited supervision. They may provide operational advice and support to team members. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB201 Provide responsible service of alcohol OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHFAB016

  Provide advice on food

  CIT Code:	FBEV116
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide accurate information and advice on different menu options. It requires the ability to evaluate organisational menu items, provide advice to customers on their menu selection, contribute to menu design, and continuously extend personal product knowledge of food and cuisines. The unit applies to hospitality organisations that serve food, including hotels, restaurants, cafes, wineries, fine food outlets and clubs. It applies to food and beverage attendants who operate with some level of independence and under limited supervision to provide advice to others about menu selection.
  Prerequisites:	Nil

• SITXFIN001

  Process financial transactions

  CIT Code:	ACCT112
  Description:	This unit applies to all tourism, travel, hospitality and event sectors. This unit mainly applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. It does, however, describe a fundamental operational function and those people who work with very little independence under close supervision would also use this skill.
  Prerequisites:	Nil

• SITXFSA001

  Use hygienic practices for food safety

  CIT Code:	OHSS457
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to prevent contamination of food that might cause food-borne illnesses. It requires the ability to follow predetermined organisational procedures and to identify and control food hazards. The unit applies to all organisations with permanent or temporary kitchen premises or smaller food preparation or bar areas. This includes restaurants, cafes, clubs, hotels, and bars; tour operators; attractions; function, event, exhibition and conference catering; educational institutions; aged care facilities; correctional centres; hospitals; defence forces; cafeterias, kiosks, canteens and fast food outlets; residential catering; in-flight and other transport catering. It applies to food handlers who directly handle food or food contact surfaces such as cutlery, plates and bowls during the course of their daily work activities. This includes cooks, chefs, caterers, kitchen stewards, kitchen hands, bar, and food and beverage attendants, and sometimes room attendants and front office staff. Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards Code. In some States and Territories businesses are required to designate a food safety supervisor who is required to be certified as competent in this unit through a registered training organisation. Food safety legislative and knowledge requirements may differ across borders. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.
  Prerequisites:	Nil

• SITHFAB005

  Prepare and serve espresso coffee

  CIT Code:	FBEV127
  Description:	This unit describes the performance outcomes, skills and knowledge required to extract and serve espresso coffee beverages using commercial espresso machines and grinders. It requires the ability to advise customers on coffee beverages, select and grind coffee beans, prepare and assess espresso coffee beverages and to use, maintain and clean espresso machines and grinders. Complex repairs of equipment would be referred to specialist service technicians. Preparation of coffee beverages using other methods is covered in SITHFAB004 Prepare and serve non-alcoholic beverages. This unit applies to any hospitality organisation that serves espresso coffee beverages, including cafes, restaurants, bars, clubs, function and event venues. It applies to espresso machine operators who operate with some level of independence and under limited supervision.
  Prerequisites:	OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHIND001

  Use hygienic practice for hospitality service

  CIT Code:	WPHS105
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to maintain the health and wellbeing of self and others. The skills and knowledge to ensure food safety are covered in SITXFSA001 Use hygienic practices for food safety. The unit applies to all hospitality service environments. Individuals at all levels use this skill in the workplace during the course of their daily activities.
  Prerequisites:	Nil

• BSBSUS201

  Participate in environmentally sustainable work practices

  CIT Code:	ADMN199
  Description:	This unit describes the performance outcomes, skills and knowledge required to effectively measure current resource use and to carry out improvements including reducing the negative environmental impact of work practices. This unit requires the ability to access industry information, and applicable legislative and occupational health and safety (OHS) guidelines. While no licensing, legislative, regulatory or certification requirements apply holistically to this unit at the time of publication, relevant national, state and territory legislation, regulations and codes of practice impact upon this unit.
  Prerequisites:	Nil

• BSBCMM201

  Communicate in the workplace

  CIT Code:	COMM261
  Description:	This unit describes the skills and knowledge required to communicate in the workplace including gathering, conveying and receiving information and completing routine written correspondence. It applies to individuals who perform a range of routine workplace communication tasks using a limited range of practical skills and fundamental knowledge of effective listening, questioning and non-verbal communication in a defined context under direct supervision or with limited individual responsibility.
  Prerequisites:	Nil

• SITHCCC004

  Package prepared foodstuffs

  CIT Code:	COOK126
  Description:	This unit describes the performance outcomes, skills and knowledge required to package and label prepared foodstuffs for storage and transportation. It requires the ability to check the quality of food and select correct packaging materials. The unit applies to operational personnel in hospitality and catering organisations that prepare, package and label food. This could include restaurants, educational institutions, health establishments, defence forces, cafeterias, kiosks, cafes, residential caterers, in-flight and other transport caterers, and event and function caterers. It applies to individuals who work with very little independence and under close supervision. They follow predefined organisational procedures and report any discrepancies to a higher level staff member for action. Food businesses that produce pre-packaged food items must comply with the legal requirements for labelling contained in the Food Standards Australia New Zealand Act and the Australia New Zealand Food Standards Code.
  Prerequisites:	OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHFAB010

  Prepare and serve cocktails

  CIT Code:	FBEV118
  Description:	This unit describes the performance outcomes, skills and knowledge required to prepare and serve a range of cocktails. It requires the ability to promote, prepare and present attractive cocktails and experiment with ideas to develop new cocktail recipes. The unit applies to any hospitality organisation that operates a bar that serves cocktails, including hotels, restaurants and clubs. The preparation of cocktails is a high order technical bar attendant skill used by experienced beverage attendants who operate independently or with limited guidance from others. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHFAB004

  Prepare and serve non-alcoholic beverages

  CIT Code:	FBEV153
  Description:	This unit describes the performance outcomes, skills and knowledge required to prepare and serve a range of teas, non-espresso coffees and other non-alcoholic beverages. It requires the ability to select ingredients and equipment and to use a range of methods to make and present drinks. It does not include making espresso coffee beverages, which is covered in SITHFAB005 Prepare and serve espresso coffee. This unit applies to any hospitality organisation that serves coffee, tea and other non-alcoholic beverages, including cafes, restaurants, bars, clubs, and function and event venues. The unit applies to kitchen staff and operational food and beverage attendants who work with very little independence and under the guidance of others.
  Prerequisites:	OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHFAB011

  Provide advice on beers, spirits and liqueurs

  CIT Code:	FBEV158
  Description:	This unit describes the performance outcomes, skills and knowledge required to evaluate a range of local and imported beers, spirits and liqueurs; provide advice to customers on their selection; and continuously extend personal product knowledge. The unit applies to hospitality, retail, breweries and wholesale organisations that sell beers, spirits and liqueurs. It applies to personnel who operate independently or with limited guidance from others and who have substantial specialist knowledge of beers, spirits and liqueurs. This includes beverage sales consultants, bar specialists, sommeliers, and senior bar and food and beverage attendants. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB201 Provide responsible service of alcohol

• SITHACS002

  Provide housekeeping services to guests

  CIT Code:	HOSP106
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide a range of general housekeeping services to guests. The unit applies to housekeeping attendants, porters and concierge staff in commercial accommodation establishments. They work under supervision and usually as part of a team.
  Prerequisites:	Nil

• SITHACS001

  Clean premises and equipment

  CIT Code:	HOSP107
  Description:	This unit describes the performance outcomes, skills and knowledge required to carry out general cleaning duties. It requires the ability to set up cleaning equipment and to safely clean premises and equipment using resources efficiently to reduce negative environmental impacts. The unit applies to people responsible for general cleaning duties in any industry context. They work under supervision and usually as part of a team.
  Prerequisites:	Nil

• SITHACS003

  Prepare rooms for guests

  CIT Code:	HOSP211
  Description:	This unit describes the performance outcomes, skills and knowledge required to clean and prepare rooms, including bedrooms and bathrooms, in an accommodation establishment. It requires the ability to set up cleaning equipment and trolleys and to safely clean guest rooms using resources efficiently to reduce negative environmental impacts. The unit applies to housekeeping attendants in commercial accommodation establishments. They work under supervision and usually as part of a team.
  Prerequisites:	Nil

• SITXFSA002

  Participate in safe food handling practices

  CIT Code:	OHSS456
  Description:	This unit describes the performance outcomes, skills and knowledge required to handle food safely during the storage, preparation, display, service and disposal of food. It requires the ability to follow predetermined procedures as outlined in a food safety program. The unit applies to all organisations with permanent or temporary kitchen premises or smaller food preparation areas. This includes restaurants, cafes, clubs, and hotels; tour operators; attractions; function, event, exhibition and conference catering; educational institutions; aged care facilities; correctional centres; hospitals; defence forces; cafeterias, kiosks, canteens and fast food outlets; residential catering; in-flight and other transport catering. Safe food handling practices are based on an organisation's individual food safety program. The program would normally be based on the hazard analysis and critical control points (HACCP) method, but this unit can apply to other food safety systems. It applies to food handlers who directly handle food during the course of their daily work activities. This includes cooks, chefs, caterers, kitchen hands and food and beverage attendants. Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards Code. In some States and Territories businesses are required to designate a food safety supervisor who is required to be certified as competent in this unit through a registered training organisation. Food safety legislative and knowledge requirements may differ across borders. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.
  Prerequisites:	Nil

• SITXCCS002

  Provide visitor information

  CIT Code:	TOUR207
  Description:	This unit describes the performance outcomes, skills and knowledge required to access general information on facilities, products and services available in the local area and to provide this to visitors. The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information is often provided face-to-face, but may be by telephone or other remote mechanisms. It applies to frontline service personnel who routinely respond to visitor requests for general local area information. They may be working independently or with guidance from others in restaurants, hotels, wineries, attractions, entertainment venues, tour operations, visitor information centres and at tour desks.
  Prerequisites:	Nil

• SITHCCC002

  Prepare and present simple dishes

  CIT Code:	COOK240
  Description:	This unit describes the performance outcomes, skills and knowledge required to prepare and present a limited range of simple menu items following standard recipes. While some cooking may be involved, there is no requirement to use the full range of basic cookery methods. The unit applies to operational personnel in kitchens and catering facilities who require some cooking and food preparation skills, but who are not qualified cooks. It may apply to a hospitality or catering organisation, such as cafes, kiosks, canteens and cafeterias or to organisations where catering forms only a small part of the business operation. Dishes prepared are simple in nature, and may include fast food, takeaway food and items that have been prepared off site and need re-thermalising. It applies to individuals who work with very little independence and under close supervision. They follow predefined organisational procedures and report any discrepancies to a higher level staff member for action.
  Prerequisites:	OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITXCCS004

  Provide lost and found services

  CIT Code:	SECU247
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide service to customers who have lost or found items. It requires the ability to determine and record details of items, investigate lost items, assist claimants and complete documentation. The unit applies to frontline operations personnel working in a range of tourism, travel, hospitality and entertainment and cultural contexts.
  Prerequisites:	Nil

• SITHACS005

  Provide porter services

  CIT Code:	HOSP113
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide porter services in commercial accommodation establishments. It requires the ability to check and plan for daily arrivals, assist guests with luggage, and provide ancillary services for guests. The unit applies to frontline service personnel in commercial accommodation venues. Porter services are usually associated with dedicated bell desk or concierge roles in larger venues. In smaller venues, reception or other staff provide these services. People working under supervision undertake this function, though the unit may also be relevant to owner-operators of small businesses.
  Prerequisites:	Nil

• SITHFAB006

  Provide room service

  CIT Code:	FBEV112
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide room service in accommodation establishments. It requires the ability to take orders, set up room service trolleys, deliver meals, process accounts and clear used meal service items. The unit applies to all hospitality organisations where room service is provided, including hotels, motels and bed and breakfasts. It applies to kitchen staff and operational food and beverage attendants who work with very little independence and under the guidance of others. It can also apply to front office personnel.
  Prerequisites:	OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHFAB002

  Provide responsible service of alcohol

  CIT Code:	FBEV113
  Description:	This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol. Responsible practices must be undertaken wherever alcohol is sold or served, including where alcohol samples are served during on-site product tastings. This unit, therefore, applies to any workplace where alcohol is sold or served, including all types of hospitality venues, packaged liquor outlets and wineries, breweries and distilleries. The unit applies to all levels of sales personnel involved in the sale, service and promotional service of alcohol in licensed premises. Those selling or serving alcohol may include food and beverage attendants; packaged liquor sales persons selling in person, over the phone or online; winery, brewery and distillery cellar door staff; and supplier sales representatives. The unit also applies to security staff who monitor customer behaviour and to the licensee who is ultimately responsible for responsible service of alcohol (RSA) management. The unit incorporates the knowledge requirements, under state and territory liquor licensing law, for employees engaged in the sale or service of alcohol. Certification requirements differ across states and territories. In some cases all people involved in the sale, service and promotional service of alcohol in licensed premises must be certified in this unit. This can include the licensee and security staff. 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 require candidates to complete a bridging course to address these specific differences. 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.
  Prerequisites:	Nil

• SITXFSA001

  Use hygienic practices for food safety

  CIT Code:	OHSS457
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to prevent contamination of food that might cause food-borne illnesses. It requires the ability to follow predetermined organisational procedures and to identify and control food hazards. The unit applies to all organisations with permanent or temporary kitchen premises or smaller food preparation or bar areas. This includes restaurants, cafes, clubs, hotels, and bars; tour operators; attractions; function, event, exhibition and conference catering; educational institutions; aged care facilities; correctional centres; hospitals; defence forces; cafeterias, kiosks, canteens and fast food outlets; residential catering; in-flight and other transport catering. It applies to food handlers who directly handle food or food contact surfaces such as cutlery, plates and bowls during the course of their daily work activities. This includes cooks, chefs, caterers, kitchen stewards, kitchen hands, bar, and food and beverage attendants, and sometimes room attendants and front office staff. Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards Code. In some States and Territories businesses are required to designate a food safety supervisor who is required to be certified as competent in this unit through a registered training organisation. Food safety legislative and knowledge requirements may differ across borders. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.
  Prerequisites:	Nil

• SITHFAB007

  Serve food and beverage

  CIT Code:	FBEV142
  Description:	This unit describes the performance outcomes, skills and knowledge required to serve food and beverages to customers in a casual dining setting. It covers the fundamental technical skills required to prepare the outlet for the service period, interact with customers to take orders, serve and clear food and beverage, and complete end of service tasks. Higher order service techniques required by senior food and beverage attendants are covered by the unit SITHFAB014 Provide table service of food and beverage. This unit applies to hospitality organisations that operate food and beverage outlets, including hotels, clubs, cafes, and coffee shops. Beverages may include alcohol but it is not a requirement of this unit, as many casual dining settings do not serve alcohol. The unit applies to operational food and beverage attendants who work with very little independence and under close supervision.
  Prerequisites:	OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITXINV001

  Receive and store stock

  CIT Code:	ADMN222
  Description:	This unit describes the performance outcomes, skills and knowledge required to check and take delivery of stock and appropriately store, rotate and maintain the quality of stock items. It does not include specialist stock control processes for perishable foodstuffs which are covered by SITXINV002 Maintain the quality of perishable items. The unit is relevant to organisations where stock control is an integral and essential part of business operations, and where there are control issues to be considered. The unit is not appropriate for situations where stock management is very simple, such as controlling stationery supplies in a small office. It applies to operational personnel who work with very little independence and under close supervision. They apply little discretion and judgement and follow predefined organisational procedures to report any stock-related discrepancies to a higher level staff member for action. The unit applies to all tourism, travel, hospitality and event sectors and to any type of stock.
  Prerequisites:	Nil

• SITXWHS002

  Identify hazards, assess and control safety risks

  CIT Code:	OHSS458
  Description:	This unit describes the performance outcomes, skills and knowledge required to identify hazards, assess the associated workplace safety risks, take measures to eliminate or minimise those risks, and document all processes. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. All people working at all levels can participate in risk assessments which are commonly conducted as a team effort. Frontline operational personnel, who operate with some level of independence and under limited supervision, would assist other colleagues during the process. Individuals may conduct the assessments independently of others. This unit incorporates the requirement, under state and territory work health and safety (WHS) legislation, for businesses to conduct risk assessments involving their workers to manage the safety of those workers and anyone else in the workplace.
  Prerequisites:	Nil

• SITXEBS001

  Use social media in business

  CIT Code:	EBUS166
  Description:	This unit describes the performance outcomes, skills and knowledge required to establish a social media presence in a business. It requires an understanding of the use of social media tools and platforms to enhance customer engagement and market a business. The unit is relevant to businesses operating in many industry contexts, including the tourism, travel, hospitality, events and other service industry sectors. It applies to individuals using social media for business at an operational level under limited supervision.
  Prerequisites:	Nil

• SITXCOM005

  Manage conflict

  CIT Code:	COMM135
  Description:	This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation. The unit applies to all tourism, travel, hospitality and event sectors. The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts.
  Prerequisites:	Nil

• SITXWHS003

  Implement and monitor work health and safety practices

  CIT Code:	OHSS119
  Description:	This unit describes the performance outcomes, skills and knowledge required to implement predetermined work health and safety practices designed, at management level, to ensure a safe workplace. It requires the ability to monitor safe work practices and coordinate consultative arrangements, risk assessments, work health and safety training, and the maintenance of records. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. It applies to those people who operate independently or with limited guidance from others. This includes supervisors and departmental managers. This unit incorporates the requirement, under state and territory work health and safety (WHS) legislation, for businesses to take a systematic approach to managing the safety of their workers and anyone else in the workplace.
  Prerequisites:	Nil

• SITXHRM001

  Coach others in job skills

  CIT Code:	TRNG339
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide on-the-job coaching to colleagues. It requires the ability to explain and demonstrate specific skills, knowledge and procedures and monitor the progress of colleagues until they are able to operate independently of the coach. The unit applies to experienced operational personnel and to supervisors and managers who informally train other people in new workplace skills and procedures. It applies to all tourism, hospitality and event sectors.
  Prerequisites:	Nil

• BSBDIV501

  Manage diversity in the workplace

  CIT Code:	MGNT699
  Description:	This unit describes the skills and knowledge required to manage diversity in the workplace. It covers implementing the organisation's diversity policy, fostering diversity within the work team and promoting the benefits of a diverse workplace. It applies to individuals who direct the work of others in teams of variable sizes. They may work with staff from different cultures, races, religions, generations, or other forms of difference in any industry context.
  Prerequisites:	Nil

• SITHIND004

  Work effectively in hospitality service

  CIT Code:	HOSP185
  Description:	This unit describes the performance outcomes, skills and knowledge required to work effectively in a hospitality environment and provide service to customers during service periods. It requires the ability to integrate a range of individual technical skills while dealing with numerous sales, service or operational tasks simultaneously to meet the needs of multiple and diverse customers. It incorporates preparation, service and end of service tasks. The unit applies individuals working in a range of different departments such as accommodation services, food and beverage, gaming operations and housekeeping, in various hospitality industry settings, including bars, hotels, cafes, restaurants, clubs, pubs and motels. It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.
  Prerequisites:	Nil

• SITXCCS007

  Enhance customer service experiences

  CIT Code:	MKTG327
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints. The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences. This includes individuals working in a range of tourism, travel, hospitality and events contexts.
  Prerequisites:	Nil

• SITXFIN003

  Manage finances within a budget

  CIT Code:	ACCT117
  Description:	This unit describes the performance outcomes, skills and knowledge required to take responsibility for budget management where others may have developed the budget. It requires the ability to interpret budgetary requirements, allocate resources, monitor actual income and expenditure, and report on budgetary deviations. The skills and knowledge for budget development are covered in SITXFIN004 Prepare and monitor budgets. This unit applies to all tourism, travel, hospitality and event sectors. The budget may be for an entire organisation, for a department or for a particular project or activity. It applies to those who operate independently or with limited guidance from others. This includes supervisors and departmental managers.
  Prerequisites:	Nil

• SITXHRM003

  Lead and manage people

  CIT Code:	MGNT131
  Description:	This unit describes the performance outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage performance through effective leadership. The unit applies to individuals who operate independently and are responsible for leading and motivating people and teams. This includes supervisors, operational and senior managers. The unit applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITXMGT001

  Monitor work operations

  CIT Code:	MGNT126
  Description:	This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems. The unit applies to all industry sectors, and to individuals operating at a team leading, supervisory or frontline management level.
  Prerequisites:	Nil

• SITEEVT005

  Plan in-house events or functions

  CIT Code:	MGNT726
  Description:	This unit describes the performance outcomes, skills and knowledge required to plan the delivery of events or functions in a commercial venue. It requires the ability to identify customer operational needs and preferences, prepare and confirm event proposals, and finalise operational documents for the delivery of events. This unit is relevant to events that are diverse in nature and are coordinated in many industry contexts, including the tourism, hospitality, sport, cultural and community sectors. It applies to event coordinators who operate independently, and are responsible for making a range of operational decisions. They may work in commercial event or function venues, such as hotels, clubs, theatres, and convention and exhibition centres.
  Prerequisites:	Nil

• SITHFAB002

  Provide responsible service of alcohol

  CIT Code:	FBEV113
  Description:	This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol. Responsible practices must be undertaken wherever alcohol is sold or served, including where alcohol samples are served during on-site product tastings. This unit, therefore, applies to any workplace where alcohol is sold or served, including all types of hospitality venues, packaged liquor outlets and wineries, breweries and distilleries. The unit applies to all levels of sales personnel involved in the sale, service and promotional service of alcohol in licensed premises. Those selling or serving alcohol may include food and beverage attendants; packaged liquor sales persons selling in person, over the phone or online; winery, brewery and distillery cellar door staff; and supplier sales representatives. The unit also applies to security staff who monitor customer behaviour and to the licensee who is ultimately responsible for responsible service of alcohol (RSA) management. The unit incorporates the knowledge requirements, under state and territory liquor licensing law, for employees engaged in the sale or service of alcohol. Certification requirements differ across states and territories. In some cases all people involved in the sale, service and promotional service of alcohol in licensed premises must be certified in this unit. This can include the licensee and security staff. 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 require candidates to complete a bridging course to address these specific differences. 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.
  Prerequisites:	Nil

• SITHFAB011

  Provide advice on beers, spirits and liqueurs

  CIT Code:	FBEV158
  Description:	This unit describes the performance outcomes, skills and knowledge required to evaluate a range of local and imported beers, spirits and liqueurs; provide advice to customers on their selection; and continuously extend personal product knowledge. The unit applies to hospitality, retail, breweries and wholesale organisations that sell beers, spirits and liqueurs. It applies to personnel who operate independently or with limited guidance from others and who have substantial specialist knowledge of beers, spirits and liqueurs. This includes beverage sales consultants, bar specialists, sommeliers, and senior bar and food and beverage attendants. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB201 Provide responsible service of alcohol

• SITHFAB012

  Provide advice on Australian wines

  CIT Code:	FBEV160
  Description:	This unit describes the performance outcomes, skills and knowledge required to evaluate a range of Australian wines; provide advice to customers on their selection; and continuously extend personal product knowledge. The unit applies to hospitality, winery, retail and wholesale organisations that sell Australian wines. It applies to personnel who operate independently or with limited guidance from others and who have substantial specialist knowledge of Australian wines. This includes beverage sales consultants, winery sales staff, bar specialists, sommeliers, and senior bar and food and beverage attendants. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB201 Provide responsible service of alcohol

• SITHFAB016

  Provide advice on food

  CIT Code:	FBEV116
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide accurate information and advice on different menu options. It requires the ability to evaluate organisational menu items, provide advice to customers on their menu selection, contribute to menu design, and continuously extend personal product knowledge of food and cuisines. The unit applies to hospitality organisations that serve food, including hotels, restaurants, cafes, wineries, fine food outlets and clubs. It applies to food and beverage attendants who operate with some level of independence and under limited supervision to provide advice to others about menu selection.
  Prerequisites:	Nil

• SITXINV003

  Purchase goods

  CIT Code:	ADMN224
  Description:	This unit describes the performance outcomes, skills and knowledge required to determine the purchasing requirements for goods, source suppliers, discuss requirements, and assess the quality of goods before purchase. It does not cover the specialist skills to systematically purchase and control the supply of goods for an organisation. These skills are covered by: SITXINV004 Control stock; SITXINV005 Establish stock purchasing and control systems. The unit applies to all tourism, travel, hospitality and event industry sectors where the purchase of any type of good takes place, including food and beverage supplies. Purchasing goods may involve placing an order for future delivery or purchasing goods face-to-face and taking immediate delivery. The unit applies to operational personnel who operate with some level of independence and under limited supervision. This includes tour coordinators, account managers for professional conference organisers, event coordinators and banquet coordinators. In a kitchen environment it can apply to chefs of all levels, including commis chefs, but in larger organisations purchasing often remains the responsibility of sous chefs and executive chefs.
  Prerequisites:	Nil

• SITXWHS002

  Identify hazards, assess and control safety risks

  CIT Code:	OHSS458
  Description:	This unit describes the performance outcomes, skills and knowledge required to identify hazards, assess the associated workplace safety risks, take measures to eliminate or minimise those risks, and document all processes. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. All people working at all levels can participate in risk assessments which are commonly conducted as a team effort. Frontline operational personnel, who operate with some level of independence and under limited supervision, would assist other colleagues during the process. Individuals may conduct the assessments independently of others. This unit incorporates the requirement, under state and territory work health and safety (WHS) legislation, for businesses to conduct risk assessments involving their workers to manage the safety of those workers and anyone else in the workplace.
  Prerequisites:	Nil

• SITHIND002

  Source and use information on the hospitality industry

  CIT Code:	HOSP213
  Description:	This unit describes the performance outcomes, skills and knowledge required to source and use current and emerging information on the hospitality industry. This includes industry structure, technology, laws and ethical issues specifically relevant to the hospitality industry. Hospitality personnel integrate this essential knowledge on a daily basis to work effectively in the industry. The unit applies to all hospitality sectors and people working at different levels. Managers will use more formal research to attain specialised and comprehensive knowledge to support product planning, marketing and strategic management activities. This is covered in other units of competency. This unit is not about having in-depth knowledge but focuses on the ability to source and interpret information relevant to day-to-day activities in order to maximise work performance.
  Prerequisites:	Nil

• SITXFSA001

  Use hygienic practices for food safety

  CIT Code:	OHSS457
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to prevent contamination of food that might cause food-borne illnesses. It requires the ability to follow predetermined organisational procedures and to identify and control food hazards. The unit applies to all organisations with permanent or temporary kitchen premises or smaller food preparation or bar areas. This includes restaurants, cafes, clubs, hotels, and bars; tour operators; attractions; function, event, exhibition and conference catering; educational institutions; aged care facilities; correctional centres; hospitals; defence forces; cafeterias, kiosks, canteens and fast food outlets; residential catering; in-flight and other transport catering. It applies to food handlers who directly handle food or food contact surfaces such as cutlery, plates and bowls during the course of their daily work activities. This includes cooks, chefs, caterers, kitchen stewards, kitchen hands, bar, and food and beverage attendants, and sometimes room attendants and front office staff. Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards Code. In some States and Territories businesses are required to designate a food safety supervisor who is required to be certified as competent in this unit through a registered training organisation. Food safety legislative and knowledge requirements may differ across borders. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.
  Prerequisites:	Nil

• SITXEBS001

  Use social media in business

  CIT Code:	EBUS166
  Description:	This unit describes the performance outcomes, skills and knowledge required to establish a social media presence in a business. It requires an understanding of the use of social media tools and platforms to enhance customer engagement and market a business. The unit is relevant to businesses operating in many industry contexts, including the tourism, travel, hospitality, events and other service industry sectors. It applies to individuals using social media for business at an operational level under limited supervision.
  Prerequisites:	Nil

• SITXHRM002

  Roster staff

  CIT Code:	MGNT722
  Description:	This unit describes the performance outcomes, skills and knowledge required to develop, administer and communicate staff rosters. It requires the ability to plan rosters according to industrial provisions, operational efficiency requirements, and within wage budgets. This unit applies to individuals responsible for developing staff rosters for situations involving potentially large numbers of staff working across a range of different service periods or shifts. It does not apply to small office environments. It applies to senior personnel who operate independently or with limited guidance from others, including dedicated specialist staff or operational supervisors and managers. The unit applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITHFAB003

  Operate a bar

  CIT Code:	FBEV155
  Description:	This unit describes the performance outcomes, skills and knowledge required to prepare a bar for service, take drink orders, prepare and serve alcoholic and non-alcoholic beverages and close the bar down. Customer service and selling skills are found in other units. The unit applies to any hospitality organisation that operates a bar, including hotels, restaurants, clubs, cafes, and wineries. The unit applies to bar attendants who operate with some level of independence and under limited supervision. The sale and service of alcohol is subject to the provisions of liquor legislation law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB201 Provide responsible service of alcohol OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHIND001

  Use hygienic practice for hospitality service

  CIT Code:	WPHS105
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to maintain the health and wellbeing of self and others. The skills and knowledge to ensure food safety are covered in SITXFSA001 Use hygienic practices for food safety. The unit applies to all hospitality service environments. Individuals at all levels use this skill in the workplace during the course of their daily activities.
  Prerequisites:	Nil

• SITHFAB003

  Operate a bar

  CIT Code:	FBEV155
  Description:	This unit describes the performance outcomes, skills and knowledge required to prepare a bar for service, take drink orders, prepare and serve alcoholic and non-alcoholic beverages and close the bar down. Customer service and selling skills are found in other units. The unit applies to any hospitality organisation that operates a bar, including hotels, restaurants, clubs, cafes, and wineries. The unit applies to bar attendants who operate with some level of independence and under limited supervision. The sale and service of alcohol is subject to the provisions of liquor legislation law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB201 Provide responsible service of alcohol OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITHIND001

  Use hygienic practice for hospitality service

  CIT Code:	WPHS105
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to maintain the health and wellbeing of self and others. The skills and knowledge to ensure food safety are covered in SITXFSA001 Use hygienic practices for food safety. The unit applies to all hospitality service environments. Individuals at all levels use this skill in the workplace during the course of their daily activities.
  Prerequisites:	Nil

• SITHACS002

  Provide housekeeping services to guests

  CIT Code:	HOSP106
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide a range of general housekeeping services to guests. The unit applies to housekeeping attendants, porters and concierge staff in commercial accommodation establishments. They work under supervision and usually as part of a team.
  Prerequisites:	Nil

• SITHACS008

  Provide accommodation reception services

  CIT Code:	HOSP110
  Description:	This unit describes the performance outcomes, skills and knowledge required to check guests in and out of commercial accommodation establishments. It requires the ability to check daily arrivals, allocate rooms and complete relevant documentation. The unit applies to all types of commercial accommodation, and to individuals who staff the reception area. They use established procedures and systems under some supervision, but the customer service nature of the role means they apply some discretion and judgment in their interaction with guests.
  Prerequisites:	Nil

• SITTTSL007

  Process reservations

  CIT Code:	TOUR126
  Description:	This unit describes the performance outcomes, skills and knowledge required to receive and process reservations for a tourism, travel, hospitality or events product or service offered for sale to agents or direct to the customer. 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 covers the required skills to manage reservations and not the related sales and computer skills that are found in other units. The product can include any international or domestic product sold by any tourism, travel, hospitality, or event organisation. It applies to those operators who act as principal (the supplier) and who receive and process reservations for the supply of their product or service. This includes airlines, vehicle rental companies, hotels, motels, bed and breakfasts or other accommodation providers, tour operators of any type, outbound tour wholesalers, and attractions and theme parks. The unit applies to those personnel who operate with some level of independence and under limited supervision. This includes reservations sales agents, reservations consultants, call centre consultants, booking officers, and business owner-operators.
  Prerequisites:	Nil

• SITTTSL010

  Use a computerised reservations or operations system

  CIT Code:	TOUR239
  Description:	This unit describes the performance outcomes, skills and knowledge required to use a computerised reservations or operations system to create, maintain and administer bookings for products and services. The unit covers the required computer skills to use all system functions and capabilities and not the related sales skills, which are found in other units. The unit applies to any tourism, travel, hospitality or event industry sector and any computerised system used to manage international or domestic product sales. It applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, inbound tour coordinators, visitor information officers, account managers for professional conference organisers, event coordinators, tour desk officers, operations consultants, and reservations sales agents.
  Prerequisites:	Nil

• SITHACS007

  Conduct night audit

  CIT Code:	HOSP111
  Description:	This unit describes the performance outcomes, skills and knowledge required to check and reconcile daily financial transactions and records, and produce reports relating to commercial accommodation establishment trading and revenue. The unit applies to all types of commercial accommodation, and to reception personnel or night auditors who check financial transactions during periods of minimal customer activity at the front desk. They work within established procedures and systems under some supervision, but the problem-solving nature of this activity means they apply some discretion and judgment. In many establishments, the night audit function is now automated and runs throughout the day.
  Prerequisites:	Nil

• SITXFIN001

  Process financial transactions

  CIT Code:	ACCT112
  Description:	This unit applies to all tourism, travel, hospitality and event sectors. This unit mainly applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. It does, however, describe a fundamental operational function and those people who work with very little independence under close supervision would also use this skill.
  Prerequisites:	Nil

• SITXCCS002

  Provide visitor information

  CIT Code:	TOUR207
  Description:	This unit describes the performance outcomes, skills and knowledge required to access general information on facilities, products and services available in the local area and to provide this to visitors. The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information is often provided face-to-face, but may be by telephone or other remote mechanisms. It applies to frontline service personnel who routinely respond to visitor requests for general local area information. They may be working independently or with guidance from others in restaurants, hotels, wineries, attractions, entertainment venues, tour operations, visitor information centres and at tour desks.
  Prerequisites:	Nil

• BSBWRT301

  Write simple documents

  CIT Code:	COMM343
  Description:	This unit describes the skills and knowledge required to plan, draft and finalise a basic document. It applies to individuals who apply a broad range of competencies in various work contexts and may exercise some discretion and judgement to produce a range of workplace documentation.
  Prerequisites:	Nil

• BSBSUS401

  Implement and monitor environmentally sustainable work practices

  CIT Code:	ADMN197
  Description:	This unit describes the skills and knowledge required to effectively analyse the workplace in relation to environmentally sustainable work practices and to implement improvements and monitor their effectiveness. It applies to individuals with responsibility for a specific area of work or who lead a work group or team and addresses the knowledge, processes and techniques necessary to implement and monitor environmentally sustainable work practices, including the development of processes and tools.
  Prerequisites:	Nil

• SITXCOM004

  Address protocol requirements

  CIT Code:	COMM409
  Description:	This unit describes the performance outcomes, skills and knowledge required to source and access information on protocol requirements to fulfil any sales or operational need. It requires the ability to identify appropriate information sources, access and interpret specific details of protocol requirements, and coordinate the use of protocol. The unit applies to many tourism, travel, hospitality and event sectors and is particularly relevant to events, function coordination, tour operations and tour guiding. Protocol affects a broad range of business and government activity and the breadth and depth of protocol knowledge required will vary. This unit does not require in-depth knowledge of protocol requirements, but rather focuses on the ability to collect and interpret protocol information. This unit applies to a range of people working independently or with limited guidance, including tour and event coordinators and managers, tour guides, and front of house or duty managers.
  Prerequisites:	Nil

• SITXCCS004

  Provide lost and found services

  CIT Code:	SECU247
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide service to customers who have lost or found items. It requires the ability to determine and record details of items, investigate lost items, assist claimants and complete documentation. The unit applies to frontline operations personnel working in a range of tourism, travel, hospitality and entertainment and cultural contexts.
  Prerequisites:	Nil

• SITHFAB006

  Provide room service

  CIT Code:	FBEV112
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide room service in accommodation establishments. It requires the ability to take orders, set up room service trolleys, deliver meals, process accounts and clear used meal service items. The unit applies to all hospitality organisations where room service is provided, including hotels, motels and bed and breakfasts. It applies to kitchen staff and operational food and beverage attendants who work with very little independence and under the guidance of others. It can also apply to front office personnel.
  Prerequisites:	OHSS457 SITXFSA101 Use hygienic practices for food safety

• SITXINV004

  Control stock

  CIT Code:	ADMN225
  Description:	This unit describes the performance outcomes, skills and knowledge required to process stock orders, maintain stock levels, minimise stock losses, manage stocktakes and maintain all documents that relate to the administration of any type of stock. The unit applies to all tourism, travel, hospitality and event sectors. The unit is relevant to organisations where stock control is an integral and essential part of business operations, and where there are complex ordering and control issues to be considered. The unit is not appropriate for situations where stock management is very simple, such as controlling stationery supplies in a small office. The unit applies to stock control personnel who operate independently, have responsibility for others and make a range of decisions on the overall administration of stock. It applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITXFSA001

  Use hygienic practices for food safety

  CIT Code:	OHSS457
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to prevent contamination of food that might cause food-borne illnesses. It requires the ability to follow predetermined organisational procedures and to identify and control food hazards. The unit applies to all organisations with permanent or temporary kitchen premises or smaller food preparation or bar areas. This includes restaurants, cafes, clubs, hotels, and bars; tour operators; attractions; function, event, exhibition and conference catering; educational institutions; aged care facilities; correctional centres; hospitals; defence forces; cafeterias, kiosks, canteens and fast food outlets; residential catering; in-flight and other transport catering. It applies to food handlers who directly handle food or food contact surfaces such as cutlery, plates and bowls during the course of their daily work activities. This includes cooks, chefs, caterers, kitchen stewards, kitchen hands, bar, and food and beverage attendants, and sometimes room attendants and front office staff. Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards Code. In some States and Territories businesses are required to designate a food safety supervisor who is required to be certified as competent in this unit through a registered training organisation. Food safety legislative and knowledge requirements may differ across borders. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.
  Prerequisites:	Nil

• SITXCCS007

  Enhance customer service experiences

  CIT Code:	MKTG327
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints. The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences. This includes individuals working in a range of tourism, travel, hospitality and events contexts.
  Prerequisites:	Nil

• SITXCCS008

  Develop and manage quality customer service practices

  CIT Code:	MGNT721
  Description:	This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions. This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation.
  Prerequisites:	Nil

• SITXCOM005

  Manage conflict

  CIT Code:	COMM135
  Description:	This unit describes the performance outcomes, skills and knowledge required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counselling or mediation. The unit applies to all tourism, travel, hospitality and event sectors. The unit applies mainly to senior operational personnel, supervisors and managers who operate with some level of independence and use discretion and judgement to resolve conflicts.
  Prerequisites:	Nil

• SITXFIN004

  Prepare and monitor budgets

  CIT Code:	ACCT118
  Description:	This unit describes the performance outcomes, skills and knowledge required to analyse financial and other business information to prepare and monitor budgets. It requires the ability to draft and negotiate budgets, identify deviations, and manage the delivery of successful budgetary performance. The unit applies to all tourism, travel, hospitality and event sectors. The budget may be for an entire organisation, for a department or for a particular project or activity. It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of financial management decisions.
  Prerequisites:	Nil

• SITXGLC001

  Research and comply with regulatory requirements

  CIT Code:	LEGL102
  Description:	This unit describes the performance outcomes, skills and knowledge required to comply with laws and licensing requirements for specific business operations. It requires the ability to access and interpret regulatory information, determine scope of compliance, and develop, implement and continuously review and update policies and practices for business compliance. The unit applies to regulatory requirements for day-to-day business operations in all tourism, travel, hospitality and event sectors and to special requirements for one-off events. It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of operational business and regulatory compliance decisions.
  Prerequisites:	Nil

• SITXHRM002

  Roster staff

  CIT Code:	MGNT722
  Description:	This unit describes the performance outcomes, skills and knowledge required to develop, administer and communicate staff rosters. It requires the ability to plan rosters according to industrial provisions, operational efficiency requirements, and within wage budgets. This unit applies to individuals responsible for developing staff rosters for situations involving potentially large numbers of staff working across a range of different service periods or shifts. It does not apply to small office environments. It applies to senior personnel who operate independently or with limited guidance from others, including dedicated specialist staff or operational supervisors and managers. The unit applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITXMGT002

  Establish and conduct business relationships

  CIT Code:	COMM130
  Description:	This unit describes the performance outcomes, skills and knowledge required to establish and manage positive business relationships. It requires the ability to use high-level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements. The unit applies to all industry sectors, and to individuals who take responsibility for making decisions about purchasing or marketing activities. They also oversee the maintenance of contracts or agreements. This could include senior operational personnel, sales and marketing personnel, managers or owner-operators of small businesses. Agreements may relate to corporate accounts, service contracts, agency agreements, venue contracts, rate negotiations, preferred product agreements, supply agreements and marketing agreements.
  Prerequisites:	Nil

• SITXWHS003

  Implement and monitor work health and safety practices

  CIT Code:	OHSS119
  Description:	This unit describes the performance outcomes, skills and knowledge required to implement predetermined work health and safety practices designed, at management level, to ensure a safe workplace. It requires the ability to monitor safe work practices and coordinate consultative arrangements, risk assessments, work health and safety training, and the maintenance of records. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. It applies to those people who operate independently or with limited guidance from others. This includes supervisors and departmental managers. This unit incorporates the requirement, under state and territory work health and safety (WHS) legislation, for businesses to take a systematic approach to managing the safety of their workers and anyone else in the workplace.
  Prerequisites:	Nil

• BSBDIV501

  Manage diversity in the workplace

  CIT Code:	MGNT699
  Description:	This unit describes the skills and knowledge required to manage diversity in the workplace. It covers implementing the organisation's diversity policy, fostering diversity within the work team and promoting the benefits of a diverse workplace. It applies to individuals who direct the work of others in teams of variable sizes. They may work with staff from different cultures, races, religions, generations, or other forms of difference in any industry context.
  Prerequisites:	Nil

• BSBMGT517

  Manage operational plan

  CIT Code:	MGNT768
  Description:	This unit describes the skills and knowledge required to develop and monitor implementation of the operational plan to provide efficient and effective workplace practices within the organisation's productivity and profitability plans. Management at a strategic level requires systems and procedures to be developed and implemented to facilitate the organisation's operational plan. This unit applies to individuals who manage the work of others and operate within the parameters of a broader strategic and/or business plan.
  Prerequisites:	Nil

• SITXFIN003

  Manage finances within a budget

  CIT Code:	ACCT117
  Description:	This unit describes the performance outcomes, skills and knowledge required to take responsibility for budget management where others may have developed the budget. It requires the ability to interpret budgetary requirements, allocate resources, monitor actual income and expenditure, and report on budgetary deviations. The skills and knowledge for budget development are covered in SITXFIN004 Prepare and monitor budgets. This unit applies to all tourism, travel, hospitality and event sectors. The budget may be for an entire organisation, for a department or for a particular project or activity. It applies to those who operate independently or with limited guidance from others. This includes supervisors and departmental managers.
  Prerequisites:	Nil

• SITXHRM003

  Lead and manage people

  CIT Code:	MGNT131
  Description:	This unit describes the performance outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage performance through effective leadership. The unit applies to individuals who operate independently and are responsible for leading and motivating people and teams. This includes supervisors, operational and senior managers. The unit applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITXMGT001

  Monitor work operations

  CIT Code:	MGNT126
  Description:	This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems. The unit applies to all industry sectors, and to individuals operating at a team leading, supervisory or frontline management level.
  Prerequisites:	Nil

• SITEEVT005

  Plan in-house events or functions

  CIT Code:	MGNT726
  Description:	This unit describes the performance outcomes, skills and knowledge required to plan the delivery of events or functions in a commercial venue. It requires the ability to identify customer operational needs and preferences, prepare and confirm event proposals, and finalise operational documents for the delivery of events. This unit is relevant to events that are diverse in nature and are coordinated in many industry contexts, including the tourism, hospitality, sport, cultural and community sectors. It applies to event coordinators who operate independently, and are responsible for making a range of operational decisions. They may work in commercial event or function venues, such as hotels, clubs, theatres, and convention and exhibition centres.
  Prerequisites:	Nil

• SITXFIN001

  Process financial transactions

  CIT Code:	ACCT112
  Description:	This unit applies to all tourism, travel, hospitality and event sectors. This unit mainly applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. It does, however, describe a fundamental operational function and those people who work with very little independence under close supervision would also use this skill.
  Prerequisites:	Nil

• SITHFAB002

  Provide responsible service of alcohol

  CIT Code:	FBEV113
  Description:	This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol. Responsible practices must be undertaken wherever alcohol is sold or served, including where alcohol samples are served during on-site product tastings. This unit, therefore, applies to any workplace where alcohol is sold or served, including all types of hospitality venues, packaged liquor outlets and wineries, breweries and distilleries. The unit applies to all levels of sales personnel involved in the sale, service and promotional service of alcohol in licensed premises. Those selling or serving alcohol may include food and beverage attendants; packaged liquor sales persons selling in person, over the phone or online; winery, brewery and distillery cellar door staff; and supplier sales representatives. The unit also applies to security staff who monitor customer behaviour and to the licensee who is ultimately responsible for responsible service of alcohol (RSA) management. The unit incorporates the knowledge requirements, under state and territory liquor licensing law, for employees engaged in the sale or service of alcohol. Certification requirements differ across states and territories. In some cases all people involved in the sale, service and promotional service of alcohol in licensed premises must be certified in this unit. This can include the licensee and security staff. 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 require candidates to complete a bridging course to address these specific differences. 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.
  Prerequisites:	Nil

• SITHFAB003

  Operate a bar

  CIT Code:	FBEV155
  Description:	selling skills are found in other units. The unit applies to any hospitality organisation that operates a bar, including hotels, restaurants, clubs, cafes, and wineries. The unit applies to bar attendants who operate with some level of independence and under limited supervision. The sale and service of alcohol is subject to the provisions of liquor legislation law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol OHSS457 SITXFSA001 Use hygienic practices for food safety

• SITHFAB011

  Provide advice on beers, spirits and liqueurs

  CIT Code:	FBEV158
  Description:	This unit describes the performance outcomes, skills and knowledge required to evaluate a range of local and imported beers, spirits and liqueurs; provide advice to customers on their selection; and continuously extend personal product knowledge. The unit applies to hospitality, retail, breweries and wholesale organisations that sell beers, spirits and liqueurs. It applies to personnel who operate independently or with limited guidance from others and who have substantial specialist knowledge of beers, spirits and liqueurs. This includes beverage sales consultants, bar specialists, sommeliers, and senior bar and food and beverage attendants. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol

• SITHFAB012

  Provide advice on Australian wines

  CIT Code:	FBEV160
  Description:	This unit describes the performance outcomes, skills and knowledge required to evaluate a range of Australian wines; provide advice to customers on their selection; and continuously extend personal product knowledge. The unit applies to hospitality, winery, retail and wholesale organisations that sell Australian wines. It applies to personnel who operate independently or with limited guidance from others and who have substantial specialist knowledge of Australian wines. This includes beverage sales consultants, winery sales staff, bar specialists, sommeliers, and senior bar and food and beverage attendants. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol

• SITHFAB014

  Provide table service of food and beverage

  CIT Code:	FBEV108
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide quality table service of food and beverage in à la carte or fine-dining settings. It covers high order service techniques to prepare the restaurant for the service period, provide food and beverage advice to customers, serve and clear food and beverages, and complete end of service tasks. Fundamental technical skills for food and beverage service are covered by the unit SITHFAB007 Serve food and beverage. This unit applies to hospitality organisations where table service of food and beverage is provided, such as restaurants, dining rooms and function venues. It applies to food and beverage attendants who work with some independence and under limited supervision. They may provide operational advice and support to team members. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol OHSS457 SITXFSA001 Use hygienic practices for food safety

• SITHFAB016

  Provide advice on food

  CIT Code:	FBEV116
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide accurate information and advice on different menu options. It requires the ability to evaluate organisational menu items, provide advice to customers on their menu selection, contribute to menu design, and continuously extend personal product knowledge of food and cuisines. The unit applies to hospitality organisations that serve food, including hotels, restaurants, cafes, wineries, fine food outlets and clubs. It applies to food and beverage attendants who operate with some level of independence and under limited supervision to provide advice to others about menu selection.
  Prerequisites:	Nil

• SITHFAB005

  Prepare and serve espresso coffee

  CIT Code:	FBEV127
  Description:	This unit describes the performance outcomes, skills and knowledge required to extract and serve espresso coffee beverages using commercial espresso machines and grinders. It requires the ability to advise customers on coffee beverages, select and grind coffee beans, prepare and assess espresso coffee beverages and to use, maintain and clean espresso machines and grinders. Complex repairs of equipment would be referred to specialist service technicians. Preparation of coffee beverages using other methods is covered in SITHFAB004 Prepare and serve non-alcoholic beverages. This unit applies to any hospitality organisation that serves espresso coffee beverages, including cafes, restaurants, bars, clubs, function and event venues. It applies to espresso machine operators who operate with some level of independence and under limited supervision.
  Prerequisites:	OHSS457 SITXFSA001 Use hygienic practices for food safety

• SITXFSA001

  Use hygienic practices for food safety

  CIT Code:	OHSS457
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to prevent contamination of food that might cause food-borne illnesses. It requires the ability to follow predetermined organisational procedures and to identify and control food hazards. The unit applies to all organisations with permanent or temporary kitchen premises or smaller food preparation or bar areas. This includes restaurants, cafes, clubs, hotels, and bars; tour operators; attractions; function, event, exhibition and conference catering; educational institutions; aged care facilities; correctional centres; hospitals; defence forces; cafeterias, kiosks, canteens and fast food outlets; residential catering; in-flight and other transport catering. It applies to food handlers who directly handle food or food contact surfaces such as cutlery, plates and bowls during the course of their daily work activities. This includes cooks, chefs, caterers, kitchen stewards, kitchen hands, bar, and food and beverage attendants, and sometimes room attendants and front office staff. Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards Code. In some States and Territories businesses are required to designate a food safety supervisor who is required to be certified as competent in this unit through a registered training organisation. Food safety legislative and knowledge requirements may differ across borders. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.
  Prerequisites:	Nil

• SITHIND004

  Work effectively in hospitality service

  CIT Code:	HOSP185
  Description:	This unit describes the performance outcomes, skills and knowledge required to work effectively in a hospitality environment and provide service to customers during service periods. It requires the ability to integrate a range of individual technical skills while dealing with numerous sales, service or operational tasks simultaneously to meet the needs of multiple and diverse customers. It incorporates preparation, service and end of service tasks. The unit applies individuals working in a range of different departments such as accommodation services, food and beverage, gaming operations and housekeeping, in various hospitality industry settings, including bars, hotels, cafes, restaurants, clubs, pubs and motels. It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.
  Prerequisites:	Nil

• SITXINV003

  Purchase goods

  CIT Code:	ADMN224
  Description:	This unit describes the performance outcomes, skills and knowledge required to determine the purchasing requirements for goods, source suppliers, discuss requirements, and assess the quality of goods before purchase. It does not cover the specialist skills to systematically purchase and control the supply of goods for an organisation. These skills are covered by: SITXINV004 Control stock; SITXINV005 Establish stock purchasing and control systems. The unit applies to all tourism, travel, hospitality and event industry sectors where the purchase of any type of good takes place, including food and beverage supplies. Purchasing goods may involve placing an order for future delivery or purchasing goods face-to-face and taking immediate delivery. The unit applies to operational personnel who operate with some level of independence and under limited supervision. This includes tour coordinators, account managers for professional conference organisers, event coordinators and banquet coordinators. In a kitchen environment it can apply to chefs of all levels, including commis chefs, but in larger organisations purchasing often remains the responsibility of sous chefs and executive chefs.
  Prerequisites:	Nil

• SITXWHS002

  Identify hazards, assess and control safety risks

  CIT Code:	OHSS458
  Description:	This unit describes the performance outcomes, skills and knowledge required to identify hazards, assess the associated workplace safety risks, take measures to eliminate or minimise those risks, and document all processes. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. All people working at all levels can participate in risk assessments which are commonly conducted as a team effort. Frontline operational personnel, who operate with some level of independence and under limited supervision, would assist other colleagues during the process. Individuals may conduct the assessments independently of others. This unit incorporates the requirement, under state and territory work health and safety (WHS) legislation, for businesses to conduct risk assessments involving their workers to manage the safety of those workers and anyone else in the workplace.
  Prerequisites:	Nil

• SITXEBS002

  Develop, implement and monitor the use of social media in a business

  CIT Code:	TOUR252
  Description:	This unit describes the performance outcomes, skills and knowledge required to manage the development and implementation of social media in a business and monitor its effectiveness. It requires an understanding of social media tools and platforms in order to develop a social media plan, and supporting organisational policies for social media use. This unit does not address the skills and knowledge required to set up social media accounts or its day-to-day business use. The unit is relevant to businesses operating in many industry contexts, including the tourism, travel, hospitality, events and other service industry sectors. It applies to owners or managers of businesses who are responsible for the planning, development and monitoring of social media use in a business context.
  Prerequisites:	Nil

• SITXMGT003

  Manage projects

  CIT Code:	MGNT125
  Description:	This unit describes the performance outcomes, skills and knowledge required to develop project plans, implement project activities, monitor progress to ensure objectives are achieved, and evaluate all aspects of projects. The unit applies to all tourism, travel, hospitality and event sectors and the project could relate to event planning and execution, product development, research or initiatives such as the introduction of new workplace systems or technologies. It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of operational business and project management decisions.
  Prerequisites:	Nil

• SITXFIN005

  Manage physical assets

  CIT Code:	MGNT221
  Description:	This unit describes the performance outcomes, skills and knowledge required to manage the physical assets of an organisation. It requires the ability to establish systems and practices for asset monitoring, maintenance and acquisition. It applies to senior managers who operate with significant autonomy and who are responsible for making a range of strategic management decisions. The unit applies to all tourism, hospitality and event sectors.
  Prerequisites:	Nil

• SITXHRM004

  Recruit, select and induct staff

  CIT Code:	MGNT723
  Description:	This unit describes the performance outcomes, skills and knowledge required to coordinate the recruitment, selection and induction of new staff members within the framework of existing human resource policies and procedures. It requires the ability to identify recruitment needs, develop selection criteria, process and evaluate applications, select people according to their attitude, aptitude and fit to the position and coordinate induction programs. The unit applies to senior personnel who operate independently or with limited guidance from others, including dedicated specialist staff or operational or senior managers. It applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITXHRM006

  Monitor staff performance

  CIT Code:	MGNT129
  Description:	This unit describes the performance outcomes, skills and knowledge required to monitor staff performance within the framework of established performance management systems. It requires the ability to monitor the day-to-day effectiveness of staff and conduct structured performance appraisals and formal counselling sessions. The unit applies to senior personnel who operate independently or with limited guidance from others, including dedicated specialist staff or operational supervisors and managers. It applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITXMPR007

  Develop and implement marketing strategies

  CIT Code:	MKTG201
  Description:	This unit describes the performance outcomes, skills and knowledge required to analyse internal and external business environments, and develop and evaluate marketing strategies and plans for products and services. The unit applies to all industry sectors, and to individuals in senior marketing or management roles. This may include those whose primary role is marketing related, or those for whom marketing is a part of a broader job responsibility. Marketing strategies could be developed for a new or existing product or service, a small or medium-sized business organisation, a destination or a specific project, such as an event.
  Prerequisites:	Nil

• BSBDIV501

  Manage diversity in the workplace

  CIT Code:	MGNT699
  Description:	This unit describes the skills and knowledge required to manage diversity in the workplace. It covers implementing the organisation's diversity policy, fostering diversity within the work team and promoting the benefits of a diverse workplace. It applies to individuals who direct the work of others in teams of variable sizes. They may work with staff from different cultures, races, religions, generations, or other forms of difference in any industry context.
  Prerequisites:	Nil

• BSBFIM601

  Manage finances

  CIT Code:	ACCT342
  Description:	This unit describes the skills and knowledge required to undertake budgeting, financial forecasting and reporting and to allocate and manage resources to achieve the required outputs for the business unit. It includes contributing to financial bids and estimates, allocating funds, managing budgets and reporting on financial activity. It applies to individuals who have managerial responsibilities which include overseeing the management of financial and other resources across a business unit, a series of business units or teams, or an organisation. It covers all areas of broad financial management. In a larger organisation this work would be supported by specialists in financial management.
  Prerequisites:	Nil

• BSBMGT517

  Manage operational plan

  CIT Code:	MGNT768
  Description:	This unit describes the skills and knowledge required to develop and monitor implementation of the operational plan to provide efficient and effective workplace practices within the organisation's productivity and profitability plans. Management at a strategic level requires systems and procedures to be developed and implemented to facilitate the organisation's operational plan. This unit applies to individuals who manage the work of others and operate within the parameters of a broader strategic and/or business plan.
  Prerequisites:	Nil

• BSBMGT617

  Develop and implement a business plan

  CIT Code:	MGNT605
  Description:	This unit describes the skills and knowledge required to run a business operation and covers the steps required to develop and implement a business plan. It applies to individuals who are running an organisation or who take a senior role in determining the effective functioning and success of the organisation. As such, they may oversee the work of a number of teams and other managers.
  Prerequisites:	Nil

• SITXFIN003

  Manage finances within a budget

  CIT Code:	ACCT117
  Description:	This unit describes the performance outcomes, skills and knowledge required to take responsibility for budget management where others may have developed the budget. It requires the ability to interpret budgetary requirements, allocate resources, monitor actual income and expenditure, and report on budgetary deviations. The skills and knowledge for budget development are covered in SITXFIN004 Prepare and monitor budgets. This unit applies to all tourism, travel, hospitality and event sectors. The budget may be for an entire organisation, for a department or for a particular project or activity. It applies to those who operate independently or with limited guidance from others. This includes supervisors and departmental managers.
  Prerequisites:	Nil

• SITXHRM003

  Lead and manage people

  CIT Code:	MGNT131
  Description:	This unit describes the performance outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage performance through effective leadership. The unit applies to individuals who operate independently and are responsible for leading and motivating people and teams. This includes supervisors, operational and senior managers. The unit applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITXMGT001

  Monitor work operations

  CIT Code:	MGNT126
  Description:	This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems. The unit applies to all industry sectors, and to individuals operating at a team leading, supervisory or frontline management level.
  Prerequisites:	Nil

• SITXCCS008

  Develop and manage quality customer service practices

  CIT Code:	MGNT721
  Description:	This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions. This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation.
  Prerequisites:	Nil

• SITXFIN004

  Prepare and monitor budgets

  CIT Code:	ACCT118
  Description:	This unit describes the performance outcomes, skills and knowledge required to analyse financial and other business information to prepare and monitor budgets. It requires the ability to draft and negotiate budgets, identify deviations, and manage the delivery of successful budgetary performance. The unit applies to all tourism, travel, hospitality and event sectors. The budget may be for an entire organisation, for a department or for a particular project or activity. It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of financial management decisions.
  Prerequisites:	Nil

• SITXGLC001

  Research and comply with regulatory requirements

  CIT Code:	LEGL102
  Description:	This unit describes the performance outcomes, skills and knowledge required to comply with laws and licensing requirements for specific business operations. It requires the ability to access and interpret regulatory information, determine scope of compliance, and develop, implement and continuously review and update policies and practices for business compliance. The unit applies to regulatory requirements for day-to-day business operations in all tourism, travel, hospitality and event sectors and to special requirements for one-off events. It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of operational business and regulatory compliance decisions.
  Prerequisites:	Nil

• SITXWHS004

  Establish and maintain a work health and safety system

  CIT Code:	OHSS120
  Description:	This unit describes the performance outcomes, skills and knowledge required to develop, implement and sustain effective, professional and contemporary work health and safety (WHS) management practices. It requires the ability to establish and review systems, policies and procedures designed to ensure a safe workplace. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. It applies to those senior managers who operate with significant autonomy and are responsible for making a range of strategic management decisions. This unit incorporates the requirement, under state and territory WHS legislation, for businesses to take a systematic approach to managing the safety of their workers and others in the workplace.
  Prerequisites:	Nil

• SITXMGT002

  Establish and conduct business relationships

  CIT Code:	COMM130
  Description:	This unit describes the performance outcomes, skills and knowledge required to establish and manage positive business relationships. It requires the ability to use high-level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements. The unit applies to all industry sectors, and to individuals who take responsibility for making decisions about purchasing or marketing activities. They also oversee the maintenance of contracts or agreements. This could include senior operational personnel, sales and marketing personnel, managers or owner-operators of small businesses. Agreements may relate to corporate accounts, service contracts, agency agreements, venue contracts, rate negotiations, preferred product agreements, supply agreements and marketing agreements.
  Prerequisites:	Nil

• BSBRSK501

  Manage risk

  CIT Code:	MGNT615
  Description:	This unit describes skills and knowledge required to manage risks in a range of contexts across an organisation or for a specific business unit or area in any industry setting. It applies to individuals who are working in positions of authority and are approved to implement change across the organisation, business unit, program or project area. They may or may not have responsibility for directly supervising others.
  Prerequisites:	Nil

• SITXWHS002

  Identify hazards, assess and control safety risks

  CIT Code:	OHSS458
  Description:	This unit describes the performance outcomes, skills and knowledge required to identify hazards, assess the associated workplace safety risks, take measures to eliminate or minimise those risks, and document all processes. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. All people working at all levels can participate in risk assessments which are commonly conducted as a team effort. Frontline operational personnel, who operate with some level of independence and under limited supervision, would assist other colleagues during the process. Individuals may conduct the assessments independently of others. This unit incorporates the requirement, under state and territory work health and safety (WHS) legislation, for businesses to conduct risk assessments involving their workers to manage the safety of those workers and anyone else in the workplace.
  Prerequisites:	Nil

• SITXINV004

  Identify hazards, assess and control safety risks

  CIT Code:	OHSS458
  Description:	This unit describes the performance outcomes, skills and knowledge required to identify hazards, assess the associated workplace safety risks, take measures to eliminate or minimise those risks, and document all processes. The unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation. All people working at all levels can participate in risk assessments which are commonly conducted as a team effort. Frontline operational personnel, who operate with some level of independence and under limited supervision, would assist other colleagues during the process. Individuals may conduct the assessments independently of others. This unit incorporates the requirement, under state and territory work health and safety (WHS) legislation, for businesses to conduct risk assessments involving their workers to manage the safety of those workers and anyone else in the workplace.
  Prerequisites:	Nil

• SITXINV004

  Control stock

  CIT Code:	ADMN225
  Description:	This unit describes the performance outcomes, skills and knowledge required to process stock orders, maintain stock levels, minimise stock losses, manage stocktakes and maintain all documents that relate to the administration of any type of stock. The unit applies to all tourism, travel, hospitality and event sectors. The unit is relevant to organisations where stock control is an integral and essential part of business operations, and where there are complex ordering and control issues to be considered. The unit is not appropriate for situations where stock management is very simple, such as controlling stationery supplies in a small office. The unit applies to stock control personnel who operate independently, have responsibility for others and make a range of decisions on the overall administration of stock. It applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITHFAB014

  Provide table service of food and beverage

  CIT Code:	FBEV108
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide quality table service of food and beverage in à la carte or fine-dining settings. It covers high order service techniques to prepare the restaurant for the service period, provide food and beverage advice to customers, serve and clear food and beverages, and complete end of service tasks. Fundamental technical skills for food and beverage service are covered by the unit SITHFAB007 Serve food and beverage. This unit applies to hospitality organisations where table service of food and beverage is provided, such as restaurants, dining rooms and function venues. It applies to food and beverage attendants who work with some independence and under limited supervision. They may provide operational advice and support to team members. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol OHSS457 SITXFSA001 Use hygienic practices for food safety

• SITHFAB016

  Provide advice on food

  CIT Code:	FBEV116
  Description:	This unit describes the performance outcomes, skills and knowledge required to provide accurate information and advice on different menu options. It requires the ability to evaluate organisational menu items, provide advice to customers on their menu selection, contribute to menu design, and continuously extend personal product knowledge of food and cuisines. The unit applies to hospitality organisations that serve food, including hotels, restaurants, cafes, wineries, fine food outlets and clubs. It applies to food and beverage attendants who operate with some level of independence and under limited supervision to provide advice to others about menu selection.
  Prerequisites:	Nil

• SITHIND004

  Work effectively in hospitality service

  CIT Code:	HOSP185
  Description:	This unit describes the performance outcomes, skills and knowledge required to work effectively in a hospitality environment and provide service to customers during service periods. It requires the ability to integrate a range of individual technical skills while dealing with numerous sales, service or operational tasks simultaneously to meet the needs of multiple and diverse customers. It incorporates preparation, service and end of service tasks. The unit applies individuals working in a range of different departments such as accommodation services, food and beverage, gaming operations and housekeeping, in various hospitality industry settings, including bars, hotels, cafes, restaurants, clubs, pubs and motels. It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.
  Prerequisites:	Nil

• SITHFAB002

  Provide responsible service of alcohol

  CIT Code:	FBEV113
  Description:	This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol. Responsible practices must be undertaken wherever alcohol is sold or served, including where alcohol samples are served during on-site product tastings. This unit, therefore, applies to any workplace where alcohol is sold or served, including all types of hospitality venues, packaged liquor outlets and wineries, breweries and distilleries. The unit applies to all levels of sales personnel involved in the sale, service and promotional service of alcohol in licensed premises. Those selling or serving alcohol may include food and beverage attendants; packaged liquor sales persons selling in person, over the phone or online; winery, brewery and distillery cellar door staff; and supplier sales representatives. The unit also applies to security staff who monitor customer behaviour and to the licensee who is ultimately responsible for responsible service of alcohol (RSA) management. The unit incorporates the knowledge requirements, under state and territory liquor licensing law, for employees engaged in the sale or service of alcohol. Certification requirements differ across states and territories. In some cases all people involved in the sale, service and promotional service of alcohol in licensed premises must be certified in this unit. This can include the licensee and security staff. 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 require candidates to complete a bridging course to address these specific differences. 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.
  Prerequisites:	Nil

• SITHFAB011

  Provide advice on beers, spirits and liqueurs

  CIT Code:	FBEV158
  Description:	This unit describes the performance outcomes, skills and knowledge required to evaluate a range of local and imported beers, spirits and liqueurs; provide advice to customers on their selection; and continuously extend personal product knowledge. The unit applies to hospitality, retail, breweries and wholesale organisations that sell beers, spirits and liqueurs. It applies to personnel who operate independently or with limited guidance from others and who have substantial specialist knowledge of beers, spirits and liqueurs. This includes beverage sales consultants, bar specialists, sommeliers, and senior bar and food and beverage attendants. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol

• SITHFAB012

  Provide advice on Australian wines

  CIT Code:	FBEV160
  Description:	This unit describes the performance outcomes, skills and knowledge required to evaluate a range of Australian wines; provide advice to customers on their selection; and continuously extend personal product knowledge. The unit applies to hospitality, winery, retail and wholesale organisations that sell Australian wines. It applies to personnel who operate independently or with limited guidance from others and who have substantial specialist knowledge of Australian wines. This includes beverage sales consultants, winery sales staff, bar specialists, sommeliers, and senior bar and food and beverage attendants. The sale and service of alcohol is subject to the provisions of Responsible Service of Alcohol (RSA) law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol

• SITEEVT005

  Plan in-house events or functions

  CIT Code:	MGNT726
  Description:	This unit describes the performance outcomes, skills and knowledge required to plan the delivery of events or functions in a commercial venue. It requires the ability to identify customer operational needs and preferences, prepare and confirm event proposals, and finalise operational documents for the delivery of events. This unit is relevant to events that are diverse in nature and are coordinated in many industry contexts, including the tourism, hospitality, sport, cultural and community sectors. It applies to event coordinators who operate independently, and are responsible for making a range of operational decisions. They may work in commercial event or function venues, such as hotels, clubs, theatres, and convention and exhibition centres.
  Prerequisites:	Nil

• SITHFAB005

  Prepare and serve espresso coffee

  CIT Code:	FBEV127
  Description:	This unit describes the performance outcomes, skills and knowledge required to extract and serve espresso coffee beverages using commercial espresso machines and grinders. It requires the ability to advise customers on coffee beverages, select and grind coffee beans, prepare and assess espresso coffee beverages and to use, maintain and clean espresso machines and grinders. Complex repairs of equipment would be referred to specialist service technicians. Preparation of coffee beverages using other methods is covered in SITHFAB004 Prepare and serve non-alcoholic beverages. This unit applies to any hospitality organisation that serves espresso coffee beverages, including cafes, restaurants, bars, clubs, function and event venues. It applies to espresso machine operators who operate with some level of independence and under limited supervision.
  Prerequisites:	OHSS457 SITXFSA001 Use hygienic practices for food safety

• SITXFSA001

  Use hygienic practices for food safety

  CIT Code:	OHSS457
  Description:	This unit describes the performance outcomes, skills and knowledge required to use personal hygiene practices to prevent contamination of food that might cause food-borne illnesses. It requires the ability to follow predetermined organisational procedures and to identify and control food hazards. The unit applies to all organisations with permanent or temporary kitchen premises or smaller food preparation or bar areas. This includes restaurants, cafes, clubs, hotels, and bars; tour operators; attractions; function, event, exhibition and conference catering; educational institutions; aged care facilities; correctional centres; hospitals; defence forces; cafeterias, kiosks, canteens and fast food outlets; residential catering; in-flight and other transport catering. It applies to food handlers who directly handle food or food contact surfaces such as cutlery, plates and bowls during the course of their daily work activities. This includes cooks, chefs, caterers, kitchen stewards, kitchen hands, bar, and food and beverage attendants, and sometimes room attendants and front office staff. Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards Code. In some States and Territories businesses are required to designate a food safety supervisor who is required to be certified as competent in this unit through a registered training organisation. Food safety legislative and knowledge requirements may differ across borders. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.
  Prerequisites:	Nil

• SITXEBS002

  Develop, implement and monitor the use of social media in a business

  CIT Code:	TOUR252
  Description:	This unit describes the performance outcomes, skills and knowledge required to manage the development and implementation of social media in a business and monitor its effectiveness. It requires an understanding of social media tools and platforms in order to develop a social media plan, and supporting organisational policies for social media use. This unit does not address the skills and knowledge required to set up social media accounts or its day-to-day business use. The unit is relevant to businesses operating in many industry contexts, including the tourism, travel, hospitality, events and other service industry sectors. It applies to owners or managers of businesses who are responsible for the planning, development and monitoring of social media use in a business context.
  Prerequisites:	Nil

• SITHFAB003

  Operate a bar

  CIT Code:	FBEV155
  Description:	This unit describes the performance outcomes, skills and knowledge required to prepare a bar for service, take drink orders, prepare and serve alcoholic and non-alcoholic beverages and close the bar down. Customer service and selling skills are found in other units. The unit applies to any hospitality organisation that operates a bar, including hotels, restaurants, clubs, cafes, and wineries. The unit applies to bar attendants who operate with some level of independence and under limited supervision. The sale and service of alcohol is subject to the provisions of liquor legislation law in each state and territory of Australia. Skills and knowledge for compliance with this law are covered by the prerequisite unit SITHFAB002 Provide responsible service of alcohol.
  Prerequisites:	FBEV113 SITHFAB002 Provide responsible service of alcohol OHSS457 SITXFSA001 Use hygienic practices for food safety

• SITXHRM002

  Roster staff

  CIT Code:	MGNT722
  Description:	This unit describes the performance outcomes, skills and knowledge required to develop, administer and communicate staff rosters. It requires the ability to plan rosters according to industrial provisions, operational efficiency requirements, and within wage budgets. This unit applies to individuals responsible for developing staff rosters for situations involving potentially large numbers of staff working across a range of different service periods or shifts. It does not apply to small office environments. It applies to senior personnel who operate independently or with limited guidance from others, including dedicated specialist staff or operational supervisors and managers. The unit applies to all tourism, travel, hospitality and event sectors.
  Prerequisites:	Nil

• SITXMGT003

  Manage projects

  CIT Code:	MGNT125
  Description:	This unit describes the performance outcomes, skills and knowledge required to develop project plans, implement project activities, monitor progress to ensure objectives are achieved, and evaluate all aspects of projects. The unit applies to all tourism, travel, hospitality and event sectors and the project could relate to event planning and execution, product development, research or initiatives such as the introduction of new workplace systems or technologies. It applies to senior personnel who operate independently or with limited guidance from others and who are responsible for making a range of operational business and project management decisions.
  Prerequisites:	Nil

• BSBMGT608

  Manage innovation and continuous improvement

  CIT Code:	MGNT333
  Description:	This unit describes the skills and knowledge required to sustain and develop an environment in which continuous improvement, innovation and learning are promoted and rewarded. It applies to people with managerial responsibilities who aim to build a better and more effective work environment. Continuous improvement and innovation have links with the model of the learning organisation and people working at this level play an important role in building the culture, values and attitudes of the organisation.
  Prerequisites:	Nil

Certificate III: This qualification provides a pathway to work in organisations such as restaurants, bars, hotels, clubs, pubs, cafes and coffee shops. Possible job titles include:

• espresso coffee machine operator
• food and beverage attendant
• function attendant
• function host
• restaurant host

Certificate IV: This qualification provides a pathway to work as a team leader or supervisor in hospitality organisations such as restaurants, bars, hotels, catering operations, clubs, pubs, cafes and coffee shops. Possible job titles include:

• food and beverage supervisor or team leader
• bar supervisor or team leader
• duty manager
• shift manager

Diploma: This qualification provides a pathway to work in any sector of the hospitality industry as a departmental or small business manager. Possible job titles include:

• restaurant manager
• banquet or function manager
• bar manager
• café manager
• club manager
• motel manager

Advanced Diploma: This qualification provides a pathway to work in any sector of the hospitality industry as a senior manager in large organisations or small business owner or manager. Possible job titles include:

• food and beverage manager
• area manager or operations manager
• café owner or manager
• club secretary or manager
• motel owner or manager
• human resources coordinator
• sales and marketing coordinator

Students will learn through a blend of face to face and online learning using digital and teacher resources, textbooks, and online learning and student engagement through eLearn.

Students will be assessed through direct observation, portfolios, product based methods (reports, presentations) and evidence from the workplace.

Students who successfully complete the Advanced Diploma of Hospitaltiy and gain entry into the Charles Sturt University (CSU) will receive 96 credit points (1.5 years) towards the Bachelor of Business Studies.

Students who successfully complete the Diploma of Hospitality and gain entry into the University of Canberra (UC) will receive 24 credit points (1 year) towards the Bachelor of Arts (429AA).

Students are advised to speak directly with CSU and UC in relation to course choices and pathways.