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DIPLOMA OF HOSPITALITY MANAGEMENT
(HOTEL OPERATIONS)- SIT50416

Course Outline

SIT50416Diploma of Hospitality Management – Hotel Operations
Course CodeDHM_SIT50416
CRISCOS Code091009D
Delivery ModeVaried: Face to Face Classroom, Workshop, Computer generated supervised learning
LocationMelbourne
Course DurationUp to 18 months
Nominal Study Hours1200 hours
Work Based Training160 hours
Qualification LevelDiploma
Nationally RecognisedYes
im

Course Overview

The hospitality industry provides a vast array of career opportunities across a broad range of sectors. This qualification provides the skills and knowledge for an individual to be competent as a manager in any hospitality Room Division area. It is not, however, suitable for an Australian apprenticeship pathway.

Graduates would possess a sound theoretical knowledge base and be able to use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of their team.

Having this qualification will allow you to perform roles including managing a department in a large hospitality enterprise or managing a small hospitality enterprise. The types of positions available also include:

  • Front Office Manager
  • Housekeeper
  • Unit Manager (Guest Services).

Typically, work would be undertaken in various hospitality enterprises that provides guest rooms:

  • Hotels
  • Motels
  • Aparthotels
  • Serviced Apartments
  • Resorts

Course Details

Subjects
Synopsis of Units
Assessment Methods
Entry Requirements
Course Completion
Course Availability
Future Pathways
Recognition of Prior Learning (RPL)
Credit Transfer (CT)
Special Requirements
Subjects

Subjects

The SIT50416 Diploma of Hospitality Management – Hotel Operations qualification is made up of 28 units of competency from the SIT13 Tourism, Hospitality and Events Training Package.

The units ANIBT have selected to deliver and for students to complete to be eligible for this qualification are:

13 Core Units

15 Elective Units

Core Units

Unit CodeUnit Name
BSBDIV501Manage diversity in the workplace
BSBMGT517Manage operational plan
SITXCCS007Enhance the customer service experience
SITXCCS008Develop and manage quality customer service practices
SITXCOM005Manage conflict
SITXFIN003Manage finances within a budget
SITXFIN004Prepare and monitor budgets
SITXGLC001Research and comply with regulatory requirements
SITXHRM002Roster staff
SITXHRM003Lead and manage people
SITXMGT001Monitor work operations
SITXMGT002Establish and conduct business relationships
SITXWHS003Implement and monitor work health and safety practices

Elective Units

Unit CodeUnit Name
SITHIND001Use hygienic practices for hospitality service
SITHIND004 Work effectively in hospitality service – WBT
SITHACS001Clean premises and equipment
SITHACS002 Provide housekeeping services to guests
SITHACS003Prepare rooms for guests
SITHACS005Provide porter services
SITHACS006Provide valet services
SITHACS007 Conduct night audit
SITHACS008Provide accommodation reception services
SITTTSL007 Process reservations
CPPCL02019 Sort and remove waste and recyclable materials
CPPCLO2035 Maintain cleaning storage areas
SITHFAB002Provide responsible service of alcohol
SITHIND002 Source and use information on the hospitality industry
HLTAID003 Provide first aid
Synopsis of Units

Core Units

BSBDIV501 Manage diversity in the workplace 60 hours

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.

BSBMGT517 Manage operational plan 60 hours

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

SITXCCS007 Enhance customer service experience 40 hours

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.

SITXCCS008 Develop and manage quality customer service practices 30 hours

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.

SITXCOM005 Manage conflict 20 hours

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.

SITXFIN003 Manage finances within a budget 30 hours

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.

SITXFIN004 Prepare and monitor budgets 30 hours

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.

SITXGLC001 Research and comply with regulatory requirements 80 hours

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.

SITXHRM002 Roster staff 30 hours

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.

SITXHRM003 Lead and manage people 60 hours

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.

SITXMGT001 Monitor work operations 20 hours

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.

SITXMGT002 Establish and conduct business relationships

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.

SITXWHS003 Implement and monitor work health and safety practices 30 hours

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.

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.

Elective Units

SITHIND001 Use hygienic practices for hospitality service 10 hours

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.

SITHIND004 Work effectively in hospitality service – WBT 30 hours plus 160 hours WBT

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.

SITHACS001 Clean premises and equipment 15 hours

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.

 

SITHACS002 Provide housekeeping services to guests 10 hours

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.

SITHACS003 Prepare rooms for guests 25 hours

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.

SITHACS005 Provide porter services 10 hours

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.

SITHACS006 Provide valet services 40 hours

This unit describes the performance outcomes, skills and knowledge required to provide specialist valet or butler services. It requires the use of well-developed interpersonal communication skills plus the ability to care for client property and arrange personalised services.

SITHACS007 Conduct night audit 20 hours

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.

SITHACS008 Provide accommodation services 30 hours

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.

SITTTSL007 Process reservations 30 hours

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.

CPPCLO2019 Sort and remove waste and recyclable materials 10 hours

This unit of competency specifies the outcomes required to identify waste and recyclable materials to be removed, assess hazards associated with their removal, remove waste collected or created through the cleaning process, and safely transfer it to a dedicated waste disposal point for collection using required equipment and methods. Waste collection is conducted as part of a regular cleaning routine, usually on a daily basis and can include a range of materials, such as chemicals, contaminated materials and general waste. The unit also covers identifying recyclable materials and transferring them to required collection points. Recyclable materials are those that may be reused or made into another product.

CPPCLO2035 Maintain cleaning storage areas 15 hours

This unit of competency specifies the outcomes required to maintain cleaning consumable storage areas to ensure they are accessible to authorised personnel only, that their contents are safely stored, and that equipment is maintained in serviceable condition. It requires the ability to maintain and operate a safe and efficient cleaning storage area following established procedures for storing and using chemicals according to legislative and health and safety requirements. The unit includes the movement and control of equipment, chemicals and consumables used in the provision of cleaning services.

The unit supports cleaners who work alone or in teams. It applies to storage areas in a range of commercial and residential work sites, including cleaners’ rooms at a client work site, chemical cupboards, equipment storage bays, and in-built vehicular storage arrangements to keep consumables and equipment secure during transportation.

SITHFAB002 Provide responsible service of alcohol 10 hours

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.

SITHIND002 Source and use information on the hospitality industry 25 hours

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.

HLTAID003 Provide first aid 18 hours

This unit describes the skills and knowledge required to provide a first aid response to a casualty. The unit applies to all workers who may be required to provide a first aid response in a range of situations, including community and workplace settings.

Specific licensing /regulatory requirements relating to this competency, including requirements for refresher training should be obtained from the relevant national/state/territory Work Health and Safety Regulatory Authorities.

SITXHRM002 Roster staff 30 Hours

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.

SITXCCS007 Enhance customer service experience 40 hours

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.

 

Assessment Methods

Assessment Methods

A wide variety of assessments methods will be employed to assess student competence in each unit. These include but are not limited to:

  • Demonstration and observation
  • Review questions and answers
  • Group assignments
  • Individual projects / portfolios
  • Case studies
  • Role plays
  • Presentations
Entry Requirements

Entry Requirements

There are no pre-requisites for entry into this qualification. However, it is highly recommended that students are currently in a workplace or have access to a workplace for this course.

For International Students

Please check with the Australian Department of Home Affairs (DHA) regarding international students enrolling into any online only based qualifications.

The Australian government publishes rules for English language proficiency for international students applying for entry to vocational training. You should establish your country’s assessment level by reading the DHA rules at www.homeaffairs.gov.au. Be aware that the rules are subject to change from time to time.

Generally, to demonstrate English language proficiency for doing a Certificate or Diploma course, an international student needs one of the following test scores:

TestScore
IELTS5.5
PTE Ac42
TOEFL iBT46
TOEFL PBT527
Cambridge5.B2 – 160-179

ANIBT also accepts completion of a recognised equivalent English preparation course from an accredited ELICOS provider. Admission may be approved if the language of instruction in the student’s home country is English or if English has been the language spoken in the student’s home.

Overseas students who do not provide a satisfactory score from an English test recognised by DHA will be interviewed to ascertain their language, literacy and numeracy (LLN) skills.

All students must complete a Language, Literacy and Numeracy test at ANIBT as part of the registration process.

If necessary, the student will need to complete an English language course at ANIBT before being admitted to a vocational training Certificate or Diploma course.

Note: ANIBT may establish student’s English language proficiency appropriateness’ level if:

  • The student has completed 1-year study which is taught in English
  • The student has successfully completed ELICOS course and the level is equivalent to IELTS 5.5
  • The student passes ANCE English assessment test, under supervision by ANIBT or ANIBT representative
    agents (does not apply to offshore direct-application).
Course Completion

Course Completion

Upon successful completion of this course, you will receive a nationally recognised qualification
SIT50416 Diploma of Hospitality Management issued by the Australian National Institute of Business and Technology Pty Ltd (ANIBT).


The Australian National Institute of Business and Technology Pty Ltd is a Registered Training Organisation (Provider number: 21368) registered with the Australian Skills Quality Authority (ASQA)

Course Availability

Course Availability

ANIBT’s programs allow participants to undertake their studies in a variety of flexible ways including:

  • Classroom
  • Work-based training - NOTE – for the unit SITHIND004 Work effectively in hospitality service – 160 hours
  • Computer generated supervised learning – NOTE – maximum 20% per term which equals 4 hours per week.

 

ANIBT has regular intakes for its classroom-based courses as follows:

January Term 1 intake
April Term 2 intake
July Term 3 intake
October Term 4 intake

Please contact ANIBT to discuss your specific study and qualification requirements and how we can tailor a program to suit your specific requirements.

Future Pathways

Future Pathways

After successful completion of your Diploma, you will have many other study options available to you. These may include Advanced Diploma level or Bachelor qualifications.

Please see here for more information on available Pathways through the college. 

Recognition of Prior Learning (RPL)

Recognition of Prior Learning (RPL)

Students may be able to shorten the length of their chosen course by taking into account previous training, employment experience or other life skills that directly relate to the competencies the Unit of competency is assessing.
Please contact ANIBT directly to discuss your previous experiences and we will be able to guide you through the RPL process.

Credit Transfer (CT)

Credit Transfer (CT)

Students may be able to shorten the length of their chosen course by taking into account previous studies.
ANIBT recognises AQTF registered organisations for credit transfers.
Please contact ANIBT directly to discuss your previous studies and we will be able to guide you through the credit transfer process

Special Requirements

Special Requirements

It is expected that all students will have access to their own personal computer and the internet. This is essential for regular research and also on-line based assessment work throughout the course.

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Course Guide- Diploma of Hospitality Management (Hotel Operations)