Deliver outstanding service
Designed by industry experts, this TAFE course is for people already working in the hospitality industry who want to move up to a front of house management role. It is also ideal for new entrants looking to break into the dynamic field of hospitality management.
This nationally recognised qualification includes a practical work placement, where you will learn on-the-job skills and have the chance to make industry contacts.
Polish your front of house skills
The SIT50313 Diploma of Hospitality (specialising in Front of House) covers hospitality fundamentals, such as conducting business relationships and quality customer service to selling products and services. It has a specific focus, however, on front of house, opening your eyes to areas like reception services, taking reservations, preparing customer accounts and implementing marketing strategies.
This TAFE qualification will provide you with the essential skills needed to succeed in a front of house management position in a hospitality environment.
Potential career outcomes
- Front of House Manager
- Front Office Manager
- Reservations Manager
|Qualification name||SIT50313 Diploma of Hospitality (specialising in Front of House)|
|Course duration||Maximum 24 months|
|Delivery Method||Online with Work Placement|
|Assessments||Case studies, Portfolio of evidence, Practical assessments, Presentations, Short-answer questions|
|Training package update||SIT50313 Diploma of Hospitality (specialising in Front of House) has been superseded by SIT50416 Diploma of Hospitality Management on the 2nd of March, 2016. Open Colleges will transition to the new qualification in the near future.|
- Australian Year 12 OR
- A qualification at Certificate III level or higher, OR
- Two years of industry experience in a role that requires the use of written documentation and communication.
You will need to be at least 18 years old.
This course involves reading learning content and undertaking a range of written assessments and engaging in online forums and discussions. Furthermore, the delivery mode relies on the extensive use of written communication. As such, entry to the course requires the successful completion of English to Year 12 level.
If you haven't successfully completed English at Year 12 level, you can demonstrate equivalency through one of the following:
- Successful completion of a Nationally Recognised Training qualification at Certificate III level or higher; or
- 3 years relevant industry experience in a role that requires the use of written documentation and communication
Open Colleges recognises that not all people are able to read, write and perform calculations to the same standard. See the Language, Literacy and Numeracy Considerations section for more information on tools, resources and support services provided to by Open Colleges.
Minimum specifications for your computer are:
- Microsoft Office 2013 or equivalent
- Broadband internet connection
- 2GB of RAM
- Adobe Reader XI or equivalent
- Microsoft Windows 7 or higher recommended
- 1 gigahertz (GHz) or faster processor (2GHz or faster recommended)
- Adobe Flash Player 11 or higher
Mac OS users:
- Mac OSX v10.6 or higher recommended
- 1 gigahertz (GHz) or faster Intel processor (2GHz or faster recommended)
You will also need access to Macromedia Flash player and access to software to view online videos and images, such as Adobe Reader, Windows Media Player, Windows Photo Viewer, which are available as a download from the internet.
You will need access to:
- A digital video recording device and/or a digital camera and associated software to save and upload video, image and audio files to OpenSpace. Many mobile phones and smart phones include this technology.
- Software to view online videos and images. Software such as Adobe Reader, Windows Media Player, Windows Photo Viewer etc. are available as a free download from the internet.
Language, Literacy and Numeracy
Our free online assessment tool can help give you an idea of the language, literacy and numeracy skills needed to study a VET course. This tool can also help you determine your learning level and help you plan your future studies. You can access the Language, Literacy and Numeracy tool here.
Note: Courses offered by Open Colleges on behalf of TAFE NSW North Region may include Units of Competency that are graded by TAFE NSW. Students studying through Open Colleges are not subject to TAFE NSW grading criteria, receiving an ungraded outcome for Units of Competency and Qualifications successfully completed.
|SITHIND201||Source & use information on the hospitality industry|
- Source and use relevant industry information
- Source and use compliance information in daily activities
- Source and use information on hospitality technology
- Update personal and organisational knowledge of the hospitality industry
|SITXGLC501||Research and comply with regulatory requirements|
- Research information required for legal compliance
- Develop and communicate policies and procedures for legal compliance
- Ensure compliance with legal requirements
- Maintain personal and organisational knowledge of regulatory requirements
|SITHIND301||Work effectively in hospitality service|
- Prepare for service.
- Provide service.
- Complete operational tasks.
- Complete end of shift duties.
|SITXMGT401||Monitor work operations|
- Monitor and improve workplace operations
- Plan and organise workflow
- Monitor and support team members
- Solve problems and make decisions
|SITXMGT501||Establish and conduct business relationships|
- Build business relationships
- Conduct negotiations
- Make formal business agreements
- Foster and maintain business relationships
Quality Customer Service
|SITXCCS401||Enhance the customer service experience|
- Provide a quality service experience to customers.
- Share customer information with team members to ensure quality service.
- Proactively respond to difficult service situations.
- Resolve customer complaints.
|SITXCCS501||Manage quality customer service|
- Develop quality customer service practices.
- Communicate policies, procedures and expectations to colleagues.
- Monitor and adjust customer service
|SIRXSLS201||Sell products and services|
- Develop and apply product knowledge.
- Approach customer.
- Gather and respond to information.
- Sell benefits.
- Overcome objections.
- Close sale.
- Maximise sales opportunities.
|SITXWHS101||Participate in safe work practices|
- Work safely.
- Follow procedures for emergency situations.
- Participate in organisational work health and safety practices.
|SITXFSA101||Use hygienic practices for food safety|
- Follow hygiene procedures and identify food hazards.
- Report any personal health issues.
- Prevent food contamination.
- Prevent cross contamination by washing hands.
|SITXWHS401||Implement and monitor work health and safety practices|
- Provide information on health, safety and security.
- Monitor safe work practices.
- Coordinate consultative arrangements for the management of health, safety and security issues.
- Implement and monitor procedures for identifying hazards, assessing and controlling risks.
- Implement and monitor health, safety and security training.
- Maintain work health and safety records and reports.
|SITHIND101||Use hygienic practices for hospitality service|
- Maintain personal hygiene.
- Prevent health hazards.
Lead and Manage People
- Develop staff rosters.
- Present and communicate rosters.
- Maintain rostering records.
- Evaluate rosters.
|SITXHRM402||Lead and manage people|
- Model high standards of performance and behaviour
- Develop team commitment and cooperation
- Manage team performance
- Identify conflict situations.
- Resolve conflict.
- Evaluate conflicts and resolutions.
|BSBDIV501A||Manage diversity in the workplace|
- Implement diversity policy
- Foster respect for diversity in the work team
- Promote the benefits of diversity
Accounts and Operations
|BSBMGT515A||Manage operational plan|
- Develop operational plan
- Plan and manage resource acquisition
- Monitor and review operational performance
|SITXFIN402||Manage finances within a budget|
- Allocate budget resources
- Monitor financial activities against budget
- Identify and evaluate options for improved budget performance
- Complete financial and statistical reports
|SITXFIN501||Prepare and monitor budgets|
- Prepare budget information.
- Prepare budget.
- Finalise budget.
- Monitor and review budget
|BSBITU306A||Design and produce business documents|
- Select and prepare resources
- Design document
- Produce document
- Finalise document
Front of House
|SITHACS303||Provide accommodation reception services|
- Prepare for guest arrival.
- Welcome and register guests.
- Organise guest departure.
- Generate guest accounts and check for accuracy.
- Prepare front office records and reports.
- Receive reservation request.
- Record details of reservation.
- Update reservations.
- Advise others on reservation details.
|SITXMPR404||Coordinate marketing activities|
- Plan and organise marketing activities
- Undertake a general public relations role
- Review and report on marketing activities
|SITXMPR502||Develop and implement marketing strategies|
- Collect and analyse information on the internal business environment.
- Collect and analyse information on the external business environment.
- Develop marketing strategies.
- Prepare marketing plan.
- Implement and monitor marketing activities.
- Conduct ongoing evaluation.
Select 1 of the 3 elective streams below
|Hospitality small business management|
- BSBSMB401A - Establish legal and risk management requirements of small business
- BSBSMB403A - Market the small business
- SITXMPR402 - Create a promotional display or stand
- SITXMPR403 - Plan and implement sales activities
|Food and Beverage Management|
- SITHFAB203 - Prepare and serve non-alcoholic beverages
- SITHFAB204 - Prepare and serve espresso coffee
- SITXEVT401 - Plan in-house events or functions
- SITXHRM501 - Recruit, select and induct staff
|Food and beverage management in a licensed premises|
SITHFAB201 Provide responsible service of alcohol
SITHFAB305 Provide advice on Australian wines
SITHFAB310 Provide advice on food and beverage matching
SITHFAB307 Provide table service of food and beverage
Open Colleges does not provide SITHFAB201 Provide responsible service of alcohol. You will need to provide a Responsible Service of Alcohol Certificate from an approved provider at your own cost to demonstrate competency for SITHFAB201 Provide responsible service of alcohol. For full course competency details visit www.training.gov.au
Peter Fernando first considered the fascinating opportunities offered by the tourism and travel industry when he took a position as a sales and marketing executive for the Hilton international hotel chain.
Fifteen years' of travelling and working in the industry have taken Peter to Dubai, Sri Lanka, Singapore and now to Australia. He has also participated in study exchange programs at the Washington State University in the USA, and has a Bachelor of Business & Hospitality (Hons.) and Master of Hospitality & Tourism. Peter has also been awarded a Diploma of Business Management and is particularly knowledgeable about Meetings, Incentives, Conferences and Events (MICE) services, as well as inbound tour groups.
Peter enjoys the eLearning interactions with his students at Open Colleges and finds great satisfaction in ensuring that they receive the best learning experiences.
Rebecca has been working in the hospitality industry for 17 years in frontline service delivery as well as management roles. Rebecca has eight years of experience as a lecturer in hospitality. She holds a Diploma of Hospitality, Hospitality Certificate III (Food and Beverage) and (Commercial Cookery), Responsible Management of License Venues (RMLV), as well as a Certificate IV in Training & Assessment. Rebecca’s passion for hospitality and food extends beyond the workplace. She has entered culinary competitions and has been awarded both gold and bronze awards from Salonculinaire and a silver medal in the Smithton Seafood Competition.
The course contains a minimum of 144 hours of work placement
The work placement will need to give you access to commercial hospitality equipment and resources. These will vary depending on the elective stream chosen, but should include kitchen and bar equipment, hospitality software programs and workplace policies and procedures. Throughout your work placement you should get involved in various stages of hospitality management, operations, implementation and evaluation.
Your work placement will need to be completed in Australia, and you will be responsible for the costs of any travel, accommodation, statutory checks or other requirements related to your work placement.
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