Certificate III in Hospitality (Operations) - Productivity Places Program

Qualification Descriptor

This qualification requries 19 modules (9 core units and 10 electives).

Delivery Method

Classroom

Locations

Multiple sites across all States and Territories of Australia

9 core units are:

THHCOR01B Work with colleagues and customers

This unit deals with the interpersonal, communication and customer service skills required by all people working in the tourism and hospitality industries. This is a core unit which underpins all other competencies dealing with colleagues and customers and applies to all levels and sectors of the industry.

THHCOR02B Work in a socially diverse environment

This unit deals with the cultural awareness that is required by all people working in the tourism and hospitality industries. It includes the cultural awareness required for serving customers and working with colleagues from diverse backgrounds.

THHCOR03B Follow health, safety and security procedures

This unit deals with the skills and knowledge required to follow health, safety and security procedures. This unit applies to all individuals working in the tourism and hospitality industries.

THHHCO01B Develop and update hospitality industry knowledge

This unit deals with the skills and knowledge required to access, increase and update knowledge of the hospitality industry including different industry sectors and relevant industry legislation. This knowledge underpins effective performance in all sectors and applies to all people working in the hospitality industry.

THHGHS01B Follow workplace hygiene procedures

This unit deals with the skills and knowledge required to follow key hygiene procedures which apply in hospitality and tourism enterprises. It is particularly relevant to staff working in kitchens, housekeeping, food and beverage and tour operations involving the preparation of food. This unit addresses the key requirements of the National Food Safety Guideline Standard GFSBFSPA Follow basic food safety practices.

THHGGA01B Communicate on the telephone

This unit deals with the skills and knowledge required to communicate effectively on the telephone. It is an essential skill for large numbers of people working in all sectors of the tourism and hospitality industries.

THHGCS02B Promote products and services to customers

This unit deals with the skills and knowledge required to promote products and services to customers. It relates to situations where the sales function is not the primary focus of work activity. It applies to those employees who deal with customers and whose job provides the opportunity to promote products and services and to ascertain changes in customer preferences e.g. waiters, housekeepers, attraction attendants, receptionists.

THHGCS03B Deal with conflict situations

This unit deals with the skills and knowledge required to handle difficult interpersonal situations - both with customers and colleagues. The unit covers the conflict resolution skills required by all people working in the tourism and hospitality industry to address the conflicts which may arise in day-to-day work activities.

THHGTR01B Coach others in job skills

This unit deals with the skills and knowledge required to provide on-the-job coaching to colleagues. This unit has no parity with National Workplace Trainer standards, but reflects the situation in many tourism and hospitality workplaces where 'buddy' systems and on job coaching are extremely common.

10 elective units to choose from the following list:

THHBFB00B Clean and tidy bar areas

This unit deals with the skills and knowledge required to provide general assistance in a bar area. It reflects the role of a 'bar useful' or may be part of the role of a bar attendant.

THHBFB02B Provide a link between kitchen and service areas

This unit deals with the skills and knowledge required to provide general assistance in food and beverage service operations where the staff who take orders are supported by others who deliver food and collect used items from a service point. It reflects the role of the 'food runner' in food and beverage operations.

THHBFB03B Provide food and beverage service

This unit deals with the skills and knowledge required to provide food and beverage service to customers in a range of hospitality industry enterprises. It reflects the role of a waiter or food and beverage attendant and may apply to different styles of service.

THHBFB04B Provide table service of alcoholic beverages

This unit deals with the skills and knowledge required to advise on and serve a range of bottled and pre-poured alcoholic beverages within a hospitality setting. It covers general knowledge of and service of all alcoholic beverages, including wines.

THHADFB01B Provide specialist advice on food

This unit deals with the skills and knowledge required to develop and maintain in-depth knowledge of food and apply that knowledge to food service operations. This unit generally applies to supervisors and managers or senior food service personnel in fine-dining restaurants. It may also be appropriate for some kitchen staff.

THHGFA01B Process financial transactions

This unit deals with the skills and knowledge required to process simple financial transactions in a range of tourism and hospitality contexts. These fundamental skills are essential for many people in a frontline customer service role in a range of tourism and hospitality contexts.

THHGGA06B Receive and store stock

This unit deals with the skills and knowledge required to receive and store stock in a range of tourism and hospitality enterprises.

THHBFB12B Prepare and serve espresso coffee

This unit deals with the skills and knowledge to extract and serve espresso coffee using a commercial espresso machine, including storage of coffee, and cleaning, care and preventative maintenance of machinery. It applies to baristas and others who make coffee using a commercial espresso machine in a variety of hospitality settings. This unit does not cover general preparation of coffee using methods of coffee extraction other than espresso machines.

THHBTHS16B Provide lost and found facility

This unit deals with the skills and knowledge required to manage a lost & found facility.

BSBCMN205A Use business technology

This unit covers the skills and knowledge required to select, use and maintain business technology. This technology includes the effective use of computer software to organise information and data. This unit has been developed for the Business Services Training Package.