The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Assessment must be carried out in a manner that recognises the cultural and literacy requirements of the assessee and is appropriate to the work performed. Competence in this unit must be achieved in accordance with food safety standards and regulations.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of ability to:

correctly interpret promotional schedules to establish schedule of hospitality events

establish resources required for hospitality event

establish supply of services and resources appropriate to each hospitality event, including pricing

correctly handle customer requests, bookings and ad-hoc requests

prepare schedules, briefing notes and other support materials for staff, suppliers and guests

conduct efficient and appropriate coordination of services, products and activities for hospitality events

deal effectively with problems and special requests during activities

establish evaluation procedures for customers, suppliers and staff

use results of evaluations to improve future activities.

Context of and specific resources for assessment

Assessment must occur in a real or simulated workplace where the assessee has access to:

personal protective clothing and equipment as required

work procedures, including advice on company practices, safe work practices, food safety, quality and environmental requirements

instructions, information, specifications and schedules as required

equipment, services and corresponding information as required

products and materials as required

internal and external customers and suppliers as required

cleaning procedures, materials and equipment as required

documentation and recording requirements and procedures.

Method of assessment

This unit should be assessed together with other units of competency relevant to the function or work role.

Guidance information for assessment

To ensure consistency in one's performance, competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances, cases and responsibilities, and where possible, over a number of assessment activities.

Required skills include:

Note: The following required skills should be applied as appropriate to the equipment and processes that are used in the particular winery or workplace.

Ability to:

access workplace information to identify winery hospitality activity coordination requirements

liaise with other work areas. These may include:

tasting area

restaurant

tour leaders

apply a high standard of personal presentation. This may include:

personal hygiene

dress or uniform

interpret enterprise promotional schedules. This may include identifying:

promotional objectives

dates and times

relevant products

apply workplace policy, standards and procedures with regard to:

hospitality activities

customer service

customer complaints

special requests

supplier contracts

inter-departmental contracts

occupational health and safety (OHS) of employees and visitors

responsible service of alcohol

performance management

activities required

co-presenters

standards required

respond to ad-hoc customer requests and bookings. This will include accurately identifying customer needs with regard to date, time, numbers and hospitality activities and facilities required

apply effective communication principles and techniques, including:

active listening

questioning

conflict and complaint resolution

summarising

recording details and information

observation

body language

briefing and instructions

presenting information

plan and organise hospitality activities. This may include:

anticipating problems, customer needs and delays

problem solving

time management

negotiating and liaising with external and internal suppliers

interpreting legislative requirements

calculating and estimating required quantities and space

comparing and choosing quotes based on enterprise and customer objectives

creating flow diagrams

scheduling activities

confirming agreed contracts, provision of service with suppliers and customers

rostering staff

theft minimisation controls

prepare support materials as required. This may include consideration of:

brand objectives

customer objectives

target audience

cost

time scales, and may include:

researching information required

briefing designers and printers

editing and proofreading

liaising with public relations and marketing departments

brief team and suppliers on roles and responsibilities. This may include:

handover arrangements

workplace policy and procedures with regard to:

customer service

OHS

responsible service of alcohol

personal presentation and behaviour

emergency situations

implement hospitality activities effectively to meet enterprise and customer objectives

monitor hospitality facilities and service provision. This may include monitoring:

cleanliness of toilets

seating and food availability

housekeeping and table clearing standards

litter and waste

OHS compliance

staff and supplier presentation and performance

customer behaviour

timing

theft opportunities

liquor licensing compliance

signs of antisocial behaviour and intoxication

take corrective action in response to out-of-specification standards or non-compliance

report and/or record corrective action as required

solve problems and ‘think on your feet’

identify and implement effective contingency plans

deals with difficult customers

evaluate winery hospitality activities. This may include:

seeking feedback from customers and staff

comparing results against objectives

collating costs and sales

reviewing own performance

make recommendations for improvement. This may include:

writing reports

providing feedback to management, suppliers and staff

utilising team improvement processes

record workplace information

maintain work area to meet housekeeping standards

facilitate teams according to enterprise procedures

use improvement processes in team activities according to enterprise procedures

conduct winery and/or site tours according to enterprise procedures

conduct a specialised tasting according to enterprise procedures

work cooperatively within a culturally diverse workforce.

Required knowledge includes:

Note: The following required knowledge should be applied as appropriate to the equipment and processes that are used in the particular winery or workplace.

Knowledge of:

purpose and principles of winery hospitality activities

links to related work areas and activities (e.g. cellar door, public relations (PR) and marketing)

procedures and responsibility for reporting problems

recording requirements and procedures

enterprise product and service range

enterprise and brand promotional objectives

format and interpretation of promotional schedules

roles and responsibilities of supporting functions

principles and techniques for:

telephone, face-to-face and written communication

questioning

active listening

observation

negotiation

influencing and persuading

time management

scheduling

material preparation

evaluation

monitoring

receiving and providing feedback

performance appraisal

information collation

problem solving

process improvement

conflict resolution

planning and organising

prioritising

basic legislative and statutory requirements as they apply in the workplace, including:

serving and selling liquor

industry codes of practice

consumer law

customer OHS

team facilitation techniques where relevant

improvement processes where relevant

techniques in conducting winery and/or site tours where relevant

techniques in conducting specialised tastings where relevant.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Policies and procedures

Work is carried out in accordance with workplace procedures, licensing requirements and legislative requirements

Workplace information

Workplace information can include:

Standard Operating Procedures (SOPs)

workplace policy and procedures in regard to coordinating winery hospitality activities

specifications

work notes

instructions or verbal direction from manager, supervisor or senior staff

Cellar door

Cellar door may vary according to:

size

type

location

Customers

Customers may include:

regular, new, external or enterprise personnel

people from a range of social, cultural or ethnic backgrounds and physical and mental abilities. English may not be their first language. Buying and ordering experience and expertise may vary. Customer needs and requests may vary

Products

Products may include:

wines and spirits and associated merchandise (e.g. corkscrews and glasses)

a range of enterprise promotional merchandise (e.g. clothing and souvenirs)

associated regional and tourism products (e.g. postcards, art and craft objects)

Team members

Team members may include:

people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Staff

Staff may:

be full time, part time or casual

work in other areas of the enterprise

Trading and working conditions

Trading and other working conditions may be:

routine, busy or quiet

Information systems

Information systems may be:

print or screen based

Hospitality activities

Hospitality activities may include:

specialist tastings

winery and/or site tours

functions

dinners

festivals

races

promotions outside the winery

Suppliers

Suppliers may include:

suppliers of food and catering equipment (e.g. marquees, portable toilets, music, other entertainment, promotional material and specialist skills, such as first aid)

internal enterprise functions, such as departments or individual staff providing products, specialist knowledge, specialist tastings, winery and/or site tours

Services

Services may include:

power

gas

water

sewerage

Support materials

Support materials may include:

promotional leaflets

menus

programs

napkins

Facilities

Hospitality facilities may include:

toilets and washrooms

drinks

seating

refreshments and meals

Special requests

Special requests may include:

presentations

winemaker or senior staff member to host

particular wine and food requests

live entertainment

additional facilities

liaison with other companies